Customer Satisfaction
It’s all about trust – the trust you have in the repair shops you recommend and the trust your policyholders have in you. When policyholders are satisfied with their collision repair experience, you reap the benefit by retaining their business. Why does a Performance Alliance shop like Hampton Collision Center deserve your trust? Because we have the support, training and resources of one of the world’s most respected companies, DuPont. In the automotive world, DuPont is synonymous with innovation and safety – designing and engineering everything from air bags and brakes to windshields and seat belts. DuPont brings unsurpassed process-engineering experience to Performance Alliance shops, allowing us to consistently exceed the expectations of insurers and customers alike.
Performance Alliance Members:
- Use standard operating procedures to effectively train employees, increasing overall repair quality, controlling costs and satisfying customers.
- Can easily manage diverse insurance program requirements and bolster insurance company trust via customized shop training and business practices.
- Can help you retain business through an extensive customer satisfaction index called the Performance Feedback System.
- Are concerned about your knowledge level as well. Since both Hampton Collision Center and DuPont believe strongly in continuation, we work to support your Continuing Education requirements.
The Performance Feedback System
To be successful, Hampton Collision Center must listen carefully to what our mutual clients are saying about our services. To do that, we ask our customers about what they liked and disliked about the quality and convenience of our services. Our Performance Feedback System doesn’t just ask for general feedback; it asks for specific comments so that we can link a customer’s experience to individual departments and even specific technicians. The system is designed to quickly identify and correct inefficiencies and reward good performance. Continuous improvement is the goal. It’s how Hampton Collision Center builds strong client satisfaction and a world-class company like DuPont ensures top level performance with best-in-class products.
The Performance Feedback System allows DuPont Performance Alliance members to:
- Accurately document customer comments and complaints.
- Quickly and easily resolve issues with unhappy customers.
- Get access to third-party measurement of performance against peer shops in the Performance Alliance and other shops in the industry.
- Reward specific employees for a job well done.
- Isolate the cause of negative customer comments, and provide corrective training to the staff.
- Collect information to foster healthy relationships between body shops, insurers and customers.
As an Insurer, you owe it to your customers to refer them to a DuPont Performance Alliance member...
For world class service and results...send your clients to
Hampton Collision Center
