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Study: Shops, insurers need to build trust, communication with customers

Wednesday, August 6, 2014 - 07:00
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AudaExplore™, the US business unit of Solera Holdings Inc. and a leading global data-driven solution provider to insurance carriers, repairers, dealerships, fleet owners and suppliers, released a study showing a major gap in trust and customer satisfaction in repair shops and insurance carriers. The study found that collision repair technicians are less trusted than many other professions and that almost half (48 percent) of consumers surveyed believe that repair shops sometimes, rarely or never provide great customer service. Insurance companies didn’t fare much better, with only 22 percent of respondents saying carriers decreased their stress level after a car accident. There is a clear consensus that repair shops and insurance carriers must improve in the areas of  communications, trust and price.

“With increased competition, employee turnover, evolving vehicles, digitally empowered consumers and endless streams of data, the relationship between customers and companies has changed dramatically,”  explains Adam Vasquez, VP Marketing, AudaExplore. “We are living in the Era of Disruption, and providing a great customer experience is more important than ever. In this new era, it’s not just about the number of shops or the size of your network; it’s about building trust with constant communication and transparency throughout the repair process.”

When it comes to delivering a great customer experience, communication is the driving force. According to the survey, respondents find timely electronic updates valuable, with more than one in three wishing they received these more often. In fact:

  • 74 percent say they would like to better understand the work their repair shop is doing.
  • 62 percent say that it would be very or somewhat valuable to receive timely electronic status updates, such as email alerts, text messages, or social media notifications during the repair process.
  • Being kept informed on progress of repairs ranked highest (4.2 on a scale of 1-5) among a list of eight customer desires.

Out of five professions (teacher, doctor, law enforcement, automotive collsion repair technician and lawyer) collision repair technicians rank second to last on the trust scale. Twenty-eight percent of those polled reported trusting collision repair technicians the least. In addition:

  • Only half of those surveyed believe that repair shops always or often provide the most qualified technicians.
  • Less than half (49 percent) believe technicians always or often perform only repairs that are necessary.
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