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This article originally appeared in the June 2003 Issue of INSIGHT

TrendLine:

Shop Participation in Customer Satisfaction Indexing

Does your facility use customer satisfaction indexing to monitor your customers' opinion of your business performance? 2003 2002 2000 1998
Yes. In-house 13% 14% 24% 34%

Yes. Third-party 55% 52% 49% 60%

Yes. Both in-house and third-party 26% 24% 12% 0%
No. 6% 10% 15% 6%

Percentage of respondents that believe long-term tracking has improved shop performance: 82% 94% 83% 91%
Type of CSI tracking used:

Telephone 47% 57% 50% 62%
Mail reply card 29% 31% 41% 38%
Both phone and card 24% 12% 9% 0%

Satisfaction of respondents using CSI providers:
Rating on a scale from 1 to 5, with 1 being Poor and 5 being Excellent)
AutocheX 4.0 3.5 3.9 N/A

CARSTAR 3.3 N/A N/A N/A

CSiComplete 4.2 3.9 3.6 N/A

Customer Research 4.0 3.9 N/A N/A

Direct Opinions 3.5 N/A N/A N/A

DuPont AOQ 4.5 4.4 N/A N/A

Fix Auto 3.5 N/A N/A N/A

INSIGHT 4.8 4.5 3.9 N/A

Overall satisfaction with CSI program used: 4.0 4.1 3.8 N/A

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