Improving your score
There are a few steps you can take to improve the chances of a customer leaving positive feedback, simply by utilising the tools available.
Make sure the customer can receive CSI
Perhaps the most obvious and the most important. Cortex automatically sends a feedback invitation to customers on collection of job, as email is the preferred communication tool, it is vital that the customers email is present and correct. This drives not only CSI but also updates from you and from the system.
You can see what communication channels are availble by looking at the Cortex repair card.
Update the customer
Updating customers is a highly personalised way to improve customer feedback. When executed well, it strengthens the customers relationship and makes your customers feel valued.
To get the most out of this method, send updates at the appropriate times. Using the traffic light system on Cortex it will show in amber or red that it's time to update the customer.
For more information on updating your customer, visit the update tutorial.
Identify common complaints
Identify the top 3 or 4 most common complaints. With the recurring complaints identified and the matching customer comments in hand, conduct a root cause analysis.
Group the common themes into improvement categories (e.g., "speed up initial responses," "updating the customer"). Then prioritise those issues based on frequency of mention. With the improvement categories identified, identify who "owns" each problem. It should be pretty clear who's responsible for each.
Engage your employees
Make sure all employees know your company's feedback results. It's critical that they understand why feedback is so important, and what needs to be done to improve going forward.
The key is to raise awareness of the challenge ahead and make each team member feels personally responsible for helping to improve the score for your bodyshop.