TenPoint Complete recently conducted a survey among collision shops to evaluate customer satisfaction.
In an analysis of more than 15,000 customers, TenPoint Complete found that collision repair centers using VeriFacts Automotive’s Verified Quality (VQ) Program outperformed repair facilities that do not in Net Promoter Score (NPS), Customer Satisfaction Index (CSI), on-time vehicle delivery and keeping the customer informed. Of particular note, the average NPS score of VeriFacts shops was 79.3 percent compared to an average of 75.1 percent for non-VeriFacts shops.
“The results are interesting for a number of reasons,” said John Webb, TenPoint Complete president and NPS certified associate. “First, our customer base naturally trends toward high-end shops that care about customer satisfaction. For this reason, in the past, it has been difficult to differentiate results at a macro level for particular companies and organizations. Also, the improved results exist over a variety of measurements, but certainly NPS and CSI scores would be viewed as the most important of these.”
The study was conducted on year-to-date results from a pool of random TenPoint Complete shops and a series of random VeriFacts shops that also utilize TenPoint Complete, so that data comparisons were of an apples-to-apples nature. While the results are viewed as statistically reliable, both companies intend on pursuing additional analysis to determine more specific ROI linkage between performance of VeriFacts shops and non-VeriFacts shops. A more detailed report, and potentially workshops or courses, may also result from continued work on the project.
“We would like to congratulate our Verified Quality (VQ) repair centers for their outstanding performance,” said Farzam Afshar, CEO of VeriFacts Automotive. “Unlike traditional certification models that only quantify repair process inputs by checking training, tools and equipment, VeriFacts Verified Quality measures those plus the actual repair outcomes on an unannounced, random basis. We believe the independent verification by TenPoint Complete of our forward-thinking collision repairers’ performance further validates the VeriFacts outcome-based approach to coaching and verification.”