Accident Exchange achieves 97.9% customer satisfaction
A near perfect 97.9 percent of Accident Exchange customers rated their experience of the Company’s accident management service as ‘Excellent’, a result that will ultimately help its manufacturer and dealer partners’ bottom line during the economic downturn.
As part of its quality standards charter and service level commitment, Accident Exchange introduced a new logistics customer satisfaction index to its UK-wide operation in October 2008.
“With increasingly limited opportunities for dealers to interact face-to-face with the customer, it is crucial we help them provide a high quality of service every time”, explains Steve Evans, chief executive of Accident Exchange.
The new data-capture and control mechanism will therefore form an integral function in assessing and maintaining CSI ratings stipulated by manufacturers.
To date, nearly 90 percent of its customers have participated in the exercise which rates all elements of the delivery service, to present an overall customer satisfaction score of 97.9 percent.
Evans added: “At Accident Exchange we pride ourselves on the quality of our service and our support to dealer networks. The customer satisfaction results underline our commitment and will ultimately have a knock on effect on dealer profits by generating positive word of mouth about the brand experience.
“As an external supplier, we never forget that our customers are someone else’s customer – something we never forget that from the first phone call through to the return of their vehicle.”
The data collated will be used to monitor standards and implement improvements across the business in line with partner service level agreements.
Accident Exchange supports more than 1400 dealer and manufacturer partners from sites in Dartford, Birmingham, Warrington, Glasgow and Belfast.
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