Auto Value and Bumper to Bumper Certified Service Centers have launched a new ‘Customer Service Index’ program to gather, analyze and measure customer feedback across the continent.
The program by Canadian firm Agility Metrics “takes customer feedback to the next level, and drives customer loyalty through features such as instant feedback messaging and dashboard-style reporting metrics that enable Auto Value and Bumper to Bumper certified service centers to retrieve real-time customer service data,” the company said.
“Our Certified Service Centers serve millions of customers each year, so customer service is the lifeblood of our business,” said Jon Owens, vice president of sales and market development for Auto Value/Bumper to Bumper. “Until now, we relied on mail-in surveys or other antiquated methods to gather customer feedback. With Agility Metrics’ customized web portal design for each of our service centers, we’re able to aggregate the data collected to measure service quality and ensure consistency across the U.S. and Canada, and use it to improve our performance or instantly respond to a negative experience.”
Participating stores will have access to real-time customer feedback on a variety of topics, including overall customer satisfaction, customer loyalty, quality of service, store appearance, as well as information about their customer base. In addition to unit-level reporting for service centers, shareholders and the headquarters office have access to aggregated customer satisfaction and loyalty reports about the car care experience, Auto Value/Bumper to Bumper said.
Armed with real-time customer insights, Auto Value and Bumper to Bumper certified service centers will be better positioned to strengthen customer loyalty and take preemptive action to address negative or unsatisfactory experiences that would otherwise lead to complaints, refunds, and defections, Owens said.
