customer satisfaction

Managing Auto Repair Service and Quality

One of the most important responsibilities of management is the delivery of quality service. Premium service is dependent on clearly defined business processes and procedures. When personnel understand how to perform their responsibilities so that production is optimized positive results are achieved. Following are points on managing service quality: Quality Problems are Usually Process Oriented …

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Using Key Performance Indicators in Automotive Repair Management

In the automotive repair business circumstances will always require management attention. If a business is to sustain positive growth then key performance indicators can be evaluated to identify areas to which attention should be focused. When utilizing key performance indicators they should always be compared to bench marks such as industry averages to determine whether …

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Using Sales Key Performance Indicators in Automotive Repair

There are several key performance indicators that can be used to evaluate the effectiveness of the sales process. As with all indicators they should be compared to effective benchmarks such as industry averages or same month previous year. Customer loss, profit margins, quote capture, recommendation capture and hours per repair order are all areas that …

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Using Automotive Repair Marketing Key Performance Indicators

Key performance indicators can be very effective in assessing the effectiveness of marketing efforts. Questions such as: Are we acquiring customers at an acceptable rate; Are we doing a good enough job of keeping existing customers; Are we performing the appropriate mix of repair vs preventive maintenance work can be answered. In any use of …

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Maintaining Customer Service Levels in an Expanding Economy

A growing economy presents a number of challenges for a small business. Hiring and retaining quality employees becomes more difficult while at the same time demand for services is likely to increase. This combination of factors increases the chance of service quality suffering and care must be taken not to allow this to happen. An uptick …

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Employing Operational Controls in Automotive Repair

An automotive repair operation can be a very complex environment. As volume increases so can complexity. Regardless, the primary concerns of the customer remain the same. Overall – customers want to have quality work performed on their vehicles with as little demand on their time as possible. There are many factors that contribute to achieving …

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