For Immediate Release
Auto Value and Bumper to Bumper Certified Service Centers Initiate Customer Service Indexing Program with Agility Metrics
SAN ANTONIO (April 18, 2011) – Auto Value and Bumper to Bumper Certified Service Centers announce the launch of a new, comprehensive Customer Service Index program facilitated by Canadian firm Agility Metrics. This new program 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 service centers to retrieve real-time customer service data.
“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 & 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. It's already paid dividends for us, and we've only had it deployed for about a month now,” Owens explained.
With the program, participating shops have access to real-time customer feedback on a whole host 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.
“This new program is a real game-changer at all levels of the supply chain,” said Richard Pridham, CEO and President of Agility Metrics. “Key sales and marketing personnel will gain high-level visibility into customer satisfaction and loyalty trends, while certified service center owners will be empowered to provide first-rate customer service and gain tremendous insight into customer thoughts, behaviors, and expectations, which in turn enable them to uphold the Auto Value and Bumper to Bumper repair Code of Ethics.”
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. This further reinforces Auto Value and Bumper to Bumper's commitment to consistent, quality, customer service across their vast network of certified service centers.
About Auto Value/Bumper to Bumper
Auto Value/Bumper to Bumper is part of Aftermarket Auto Parts Alliance, one of the largest auto parts distribution and marketing organizations in the world. As the source for quality parts and service for over 2,300 parts stores and almost 2,900 certified service centers throughout North America, the Alliance prides itself on responding to the individual automotive needs of each customer and providing proven, quality service. Visit www.800autotalk.com for more information.
About Agility Metrics
Agility Metrics is one of North America's leading vendors of Customer Experience Measurement solutions. Agility Metrics employs a full-spectrum, multi-mode data collection methodology to capture ground-level voice of the customer insights that, when acted upon, yield proven increases in customer satisfaction, brand loyalty, and operational efficiency. Since its inception, Agility Metrics has captured closed to 10 million pieces of real customer feedback from thousands of in-store locations across the continent. Agility Metrics provides a broad array of industry-specific solutions and works with leading retail, restaurant, automotive, and financial services brands.