Mitchell International has announced the launch of a customer satisfaction measurement program with Farmers Insurance Exchange. AutocheX, Mitchell’s voice-of-the-customer performance management unit, will implement and manage the program.

Specifically, AutocheX will measure customer satisfaction with the Farmers claims experience and the Circle of Dependability (COD) direct-repair program. Under the agreement, all COD repair facilities will participate in the program.

Both Farmers and COD shops will use the satisfaction data to identify and capture improvement opportunities that will help them refine their customer service processes and increase customer loyalty. The AutocheX solution includes voice-to-voice customer contact, problem recognition and notification, and detailed management reporting at multiple levels.

"Understanding our customers’ experience with the collision repair process is a fundamental element in our approach to customer service," said Scott LeBlanc, national manager of the Circle of Dependability program. "We’re confident the information from AutocheX will provide Farmers and our COD facility partners with an excellent tool to help evaluate current service levels and increase both customer satisfaction and customer loyalty."

For more information, visit www.mitchell.com.