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Letter to the Editor

October 1999

Excellence in Customer Satisfaction

Award Winners

The Collision Repair Industry INSIGHT Customer Satisfaction Kit gives you the ability to efficiently keep track of how your shop is handling the quality of repairs and customer satisfaction. A commitment to customer satisfaction is essential to business survival in our industry.

Statistics show that:

Your customer needs friendly empathy from shop personnel.
Your customer wants information about the repair process.
Your customer wants the vehicle back in pre-accident condition.
Your customer wants the vehicle back in a timely fashion - when promised.

Are you meeting your customer's expectations?

A comprehensive customer satisfaction system includes:

Friendly and informative personal contact with the customer.
Constant in-process monitoring of repair work.
Vehicle inspection after completion of repair.
On-time, as-promised delivery to the customer.
Post-delivery follow-up.

INSIGHT's CSI Program
It's the User-Friendly way to track your Customer Satisfaction Index!

The INSIGHT CSI Kit Contains:

An explanation of the index.
A sample report
Sample customer forms.
A supply of two-part postcards which allow the INSIGHT staff and you to monitor the progress of your Customer Satisfaction Program. This is the keystone to the process. When you deliver the completed repair job, the customer is given the "customer half" of the two part postcard. The customer drops it in the mail to INSIGHT (postage paid by us). You send the shop half of the postcard back to us. Any unhappy comments are reported to you immediately, often allowing you to turn an unhappy customer into a satisfied customer with quick action!
A report will be compiled and sent out to you each time we input data from 25 cards returned by your customers. The report shows the overall results from all customers and separately the results from the last 25 card received so that you can easily identify both strengths and weaknesses in your customer service.

INSIGHT's CSI Program...
Get the user-friendly shop tool that improves your shop's bottom line
by measuring and evaluating your customer service!

To find out more about the unique INSIGHT CSI program, ** CLICK HERE **.
Or, call us Toll-Free at 1-800-860-2744 and we will be happy to discuss the program with you in more detail.

SUBSCRIBERS-ONLY Today's News INSIGHT This Month INSIGHT Archives Survey Center Letter to the Editor

Business Tools Subscription Information CSI Reporting Financial Analysis IRS Audit Guide

Management/ Technical Info 1998 Market Watch Rates INSIGHT Inside this month's issue...

Feedback Letter to the Editor