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Performance Feedback CSI Program

Performance Feedback CSI Program. Table of Contents Performance Feedback Performance Feedback CSI overview Performance Feedback Reporting What are the Programs Benefits Performance Feedback review exercise Frequently ask Questions (FAQs). Performance Alliance.

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Performance Feedback CSI Program

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  1. Performance Feedback CSI Program Table of Contents Performance Feedback • Performance Feedback CSI overview • Performance Feedback Reporting • What are the Programs Benefits • Performance Feedback review exercise • Frequently ask Questions (FAQs) Performance Alliance • Return to Main Presentation Menu Version 7.0 Edited 04 06 04 Version 3.0 10-13-03

  2. Current State of CSI Programs • Table of Contents • Many repair facilities who have a CSI provider, have it because it’s required by a DRP program • Example - Allstate’s DRP program requires surveys on its customers • AutoChex is the preferred vendor for Allstate • AutoChex surveys a very small number of the claims • Based on the percentage of business with a specific company and only a small percentage of those are surveyed • For each repair facility this amounts to only 5 to 10 per quarter so it is a cost of doing business with Allstate not a customer feedback program Back Next

  3. Reasons for No CSI • Table of Contents • Many repair facilities are not interested because they do not see how the statistics and feedback will help • The belief is that the customer will always tell them if something is wrong • Actually many customers will tell everyone but the repair facility if they are dissatisfied • Some feel the cost of a CSI program does not provide a measurable return on investment • Identifying and correcting weak areas in any organization provides great return • Performance Feedback provides the tools to identify those areas so management can effectively take action to bring about change when needed Back Next

  4. How CSI Data is Used • Table of Contents • CSI data is currently being used primarily to react to unhappy customers • Primarily used to transmit bad CSI surveys to the repair facility so they can call the customer and hopefully resolve the problem • This is a reactive approach • Also used for statistical comparison • Does not provide enough information to indicate the exact cause of the low or high scores • No tools to pinpoint weaknesses or strengths • Not enough detail to reward performance or find solutions Back Next

  5. What is Performance Feedback • Table of Contents • What is the Committed to Quality Performance Feedback CSI service? • Committed to Qualityis the 3rd party company that provides the Performance Feedback CSI service • Performance Feedback CSI service is designed to help improve closing ratios as well as provide a feedback format to help ensure continuous improvement • Performance Feedback CSI service provides information and analysis to determine: • Where your process needs improvement • What departments deserve recognition • Who should be congratulated or rewarded for their service quality • Who needs re-training because they are causing the problem • It’s difficult for employees to connect with vague statistics • This offers specific and actionable data Back Next

  6. Performance Feedback is Better • Table of Contents • How is Performance Feedback CSI better than other CSI programs? • Our service captures the specific reasons why the customer had a good or bad experience • Our service provides updated feedback results to the repair facility on a weekly basis • The information is available 24/7 online • The information can be filtered and sorted to pinpoint specific information • Most importantly, it creates a feedback loop for continuous improvement • Most CSI services just rate customer satisfaction on a scale • Performance Feedback not only records customer comments but provides them in a format that allows the user to track and create reports based on those comments Back Next

  7. Value – Management Tools • Table of Contents • How do you sell the value of the CSI service? • Show how common problems with employees could be overcome with good data from customers • Our service is for employee and performance management – not just statistics • Closing ratios: 2 more jobs per week • Average closing ratio 50% (1.5 million in sales = $3 million in estimates) • Increase by 6% = $180,000 more = 2 more jobs per week averaging $1800) • $3600 x 40%=$1400 GP x 52 weeks = $72,800 per year Back Next

  8. Value – Key Points • Table of Contents • Critical to verify that the SOP’s are actually being followed consistently • Identify who or where the system broke down for continuous monitoring • If a company is not doing this they might as well hang a sign out front that says “We’re just a typical body shop” • Customer comment and statistical reports along with online access to view, sort, filter and analyze customer comments. • Proactive solution to manage the customer experience. • Captures the reasons why customers had a good or bad experience • Weekly e-mails keep employees connected with the big picture and how their performance affects the customer • Sort and filter customer comments online to discover trends • Use the trends to motivate and manage employees • Email notification of customer service issues within 24 hours Back End segment

  9. Location Review Statistical Report • Table of Contents This report is sent weekly and a monthly report is sent to compile the results Back Next

  10. Continuous Improvement Report • Table of Contents Back Next

  11. Continuous Improvement Report • Table of Contents Back Next

  12. Continuous Improvement Report • Table of Contents Back Next

  13. Online Database Screen Shot • Table of Contents Back Next

  14. Agent Report • Table of Contents Back End segment

  15. Performance Feedback Benefits • Table of Contents • Marketing to Insurance Companies • Customer comment reports by Insurance Company & Agents • Insurance Company & Agent statistical reports • Demonstrate commitment to continuous improvement • Documented record of follow-up on customer complaints • Continuous Improvement • Reports identify what areas are meeting or exceeding expectations and what areas need improvement • Prioritize improvement areas based on customer feedback • Human Resource Management • Mechanism to change employee behavior • Positive reinforcement for a job well done • Documented improvement opportunities from customers • Emotional connection to every customer. Not just a RO. Back Next

  16. Performance Feedback Pricing • Table of Contents • Retail Pricing: $35/Month $4.00 per completed phone or mail back survey • DPC Performance Alliance Pricing: $35/Month $3.00 per completed phone or mail back survey Back Note: The above pricing is Credit Card pricing Next

  17. Price Comparisons • Table of Contents • CSI Complete Pricing: $35/Month $3.95 per completed phone call Additional $25/month for non-electronic file submission • Autochex CSI Pricing: $3.50 per completed phone call Back Next

  18. Performance Feedback Users • Table of Contents Feel free to offer these referral sources to customers • Gates Collision Centers Troy Gates - President Managing People 608-249-7032 Continuous Improvement Marketing to Insurance Companies • Lehmans Garage Darrell Amberson - President Continuous Improvement 651-454-1120 Marketing to Insurance Companies Back End segment

  19. Performance Feedback Review • Table of Contents False, Performance Feedback CSI provides detailed statistical information and comments from all segments of your business customer base. • If the customer uses Autochex for Allstate then Performance Feedback CSI is redundant A. True B. False • Certification requires 50% of the customers to be surveyed. A. True B. False • The Repair Facility must use Performance Feedback or AOQ CSI to be certified. A. True B. False False, the minimum requirement for Performance Feedback CSI is 25% of customers are surveyed. False, The Repair Facility may use any recognized 3rd party provider as long as the criteria of 25% of customers are surveyed. Back Press space bar to view answer for each question End segment

  20. Frequently Ask Question’s • Table of Contents How does CTQ get my customer data to perform CSI? • Your shop e-mails an export file from your management system or an Excel template to CTQ each week. Can I fax you my ROs? • No. We ask that you please e-mail the export file or Excel template so that all the RO information can be included on the reports we send back to you. Do I have to use both mail & phone surveys? • No. You can choose to use one option or the other. The only requirement is at least 25% of your completed RO’s need to be surveyed each month. How do I receive my reports and how often do I receive them? • Reports are emailed on a weekly basis to the employees your shop designates. Customer comments are also saved to CTQ’s secure web site for your shop each week and are available 24x7. What format do the reports come in? • The reports are e-mailed in a format accessible using a free SnapShot viewer program that is included with every report sent. Back Next

  21. Frequently Ask Question’s • Table of Contents Will you train me how to use the online database? • Yes! After we have established regular export files from your shop and customer feedback has been entered into our system, we will train you on how to use the reports and online database. Do I have to wait a month to know if I received negative feedback from a customer? • No. We will e-mail or fax you negative responses and/or comments within 24 hours. You will also receive weekly e-mailed reports reflecting all feedback. Why do I need to e-mail you an export file from my management system or use the Excel template? • This is critical so that CTQ can connect customer feedback to the actual RO information. This allows you to track feedback to the work completed. Can I assign follow-up tasks within the online system? • Yes! The online database has many features that can help you manage tasks based on real customer comments – its an entire issue resolution tracking system. Back Next

  22. Frequently Ask Question’s • Table of Contents Can I choose my own questions to ask on the customer survey? • No. It is important for all Performance Alliance shops to ask the same questions so that consistency is maintained for the entire program and overall averages compared. In what format do I receive my reports? • They are sent in Microsoft Snapshot. You can download MS Snapshot Viewer at www.microsoft.com/accessdev/prodinfo/snapdl.htm Back End segment

  23. Table of Contents Back Next

  24. Table of Contents • Performance Feedback is tracked and available for review online • Repair facility administrators access customer feedback by logging on to the performancecoatings.dupont.com web site and passing through to the Performance Alliance area and selecting Performance Feedback • Users can sort and review feedback based on various criteria • Updates are posted weekly so data is fresh • Performance Feedback statistical reports are e-mailed weekly to participating repair facilities • Performance Feedback provides multiple tools • Quality control • Cycle time measurements • Marketing • Employee performance feedback Back Next

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