|
|
|
|
Pit Crew Products [back]
Pit Crew CSI
• Features
• Benefits
• Pricing
• Get Started
• Frequently Asked Questions (FAQs)
A proper follow-up tool is the key to retaining customers. Pit Crew CSI provides telephone follow-up services specifically for automotive businesses. These surveys are designed to help you monitor and track CSI, obtain valuable research information with detailed monthly reports, as well as monitor and analyze your service advisors' and technicians' performance.
|
 |
Pit Crew CSI contacts customers by telephone, and reports the results immediately via the Internet and e-mail. The highest contact percentages in the industry, coupled with a rapid turnaround time, provide the ability to resolve customer dissatisfaction in an extremely timely manner.
Customer satisfaction telephone follow-up is imperative for your business's success!
Features
| • |
Up to 10 call attempts are made for every customer (including Saturdays). All attempts are electronically documented with dates, times and descriptions.
|
| • |
Follow-up results are immediately e-mailed to an unlimited number of addresses.
|
| • |
All surveys and detailed summary reports are securely posted on the Customer Research web site and available 24/7 in real time. The interactive web feature allows you to manage customer issues.
|
| • |
Reports break down CSI by advisor and technician, with rolling averages. Our national reports database contains 50,000 survey per month so you can compare your CSI and benchmark it with industry averages.
|
| • |
Bilingual interviews are always on staff to cover a variety of languages.
|
| • |
Summary reports include: Customer Satisfaction Summary; Service Center/Database Comparison; Individual Advisor Analysis; 12-Month Advisor Tracking Report; Technician Analysis; Database Top 50 Report; and Customer Referral Certificates.
|
(back to top)
Benefits
| • |
Retain customers - telephone follow-up gives you the opportunity to resolve problems and create customer loyalty. |
| • |
Create positive word of mouth. |
| • |
Show customers that you care - they will be impressed and appreciate the opportunity to be able to relate their service experience. |
| • |
Properly track you customer satisfaction with our detailed monthly reports |
| • |
Eliminate the need to have your staff do the follow-up calls - this frees up time and resources that is better utilized for your business. |
| • |
Receive unbiased results - you will know exactly what you customers feedback was. And customers feel more comfortable speaking to a third-party and will be more open to relating their experience. |
| • |
See a positive change in your employees' performance - if your employees know you are surveying all of your customers, an immediate and positive change in their attitudes and behaviors is likely to take place. |
(back to top)
Pricing
For current pricing, please call (206.529.1408) or email us. You can also fill out our Request Information form.
(back to top)
Get Started
Are you ready to take your business beyond the next level? Then contact us today to get started! Email us at info@pitcrewmarketing.com or call 206.529.1408 today.
You can also fill out our online Request Information form. One of our associates will contact you for a complimentary analysis of your automotive service and repair business.
(back to top)
FAQs (Frequently Asked Questions)
| 1. |
Can you leave messages if a customer doesn't answer the phone?
Yes. We are capable of leaving messages, which results in returns of our exclusive web surveys. |
|
| 2. |
How efficient are you in making follow-up calls?
Pit Crew CSI has a state-of-the-art call center with rapid dialing capabilities. We are able to contact hundreds of customers each hour. |
|
| 3. |
When do you normally make the follow-up telephone calls?
We maintain higher completion ratios by calling on Saturdays, weekday evenings, afternoons and mornings. |
|
| 4. |
How does creating positive word of mouth impact my business?
When a customer is dissatisfied and nothing is done to resolve their problem, that person tells 14 people, on the average, how unhappy he or she is. If you just listen to their problem without taking any action to resolve it, they will tell only 7 people of their dissatisfaction. If you listen and attempt to solve their problem, even if your effort is unsuccessful, they will tell no one that they are dissatisfied. Finally, if you listen and then actually solve the customer's problem, that customer will tell 5 people how effective you were. This compares favorably with your customers who didn’t have a problem in the first place. These customers will tell only 3 people, on the average, how happy they are with their good service experience!
You must be certain of two things when a customer has a complaint:
• You have a tool in place to uncover the problem, and
• You have a process in place to resolve it.
If both of these requirements are met, you can begin to view customer dissatisfaction as an opportunity rather than a problem. |
(back to top)
|
  |
|
