Version 3.0 10-13-03

Performance AllianceTable of Contents

Performance Feedback

Performance Feedback CSI overview

Performance Feedback Reporting

What are the Programs Benefits

Performance Feedback review exercise

Frequently ask Questions (FAQs)

Version 7.0 Edited 04 06 04

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Performance Feedback CSI Performance Feedback CSI ProgramProgram

Current State of CSI Programs

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

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Reasons for No CSI

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

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How CSI Data is Used 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

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What is the Committed to Quality Performance Feedback CSI service?

Committed to Quality is 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

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What is Performance Feedback

Performance Feedback is Better

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

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Value – Management Tools

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

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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

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Value – Key Points

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Location Review Statistical Report

This report is sent weekly and a

monthly report is sent to compile the

results

Dates From 3/1/2003 Thru 3/31/2003Location <All Locations for Region 'Gates Auto Body' >Region Gates Auto Body

Comment TypeDepartment Quantity %

Chose Body Shop Because 205 54.52%

Agent Recommendation 11 5.37%

Cust Service 5 2.44%

Employee 6 2.93%

Family/Friend 41 20.00%

Ins Co Recommend 61 29.76%

Loaner car 17 8.29%

Location 21 10.24%

Repeat Customer 42 20.49%

Yellow Page Ad 1 0.49%

Total 205 100.00%

Continuous Improvement Report

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Comment TypeDepartment Quantity %

Compliment 127 33.78%

Body Shop 39 30.71%

Cust Serv Rep 8 6.30%

Delivery Date 12 9.45%

Estimator 26 20.47%

Ins Agent 5 3.94%

Ins Co 8 6.30%

Loaner car 7 5.51%

Repairs 22 17.32%

Total 127 100.00%

Continuous Improvement Report

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Continuous Improvement Report

Complaint 33 8.78%

Body 6 18.18%

Body Shop 5 15.15%

Cust Serv Rep 1 3.03%

Delivery Date 10 30.30%

Estimator 2 6.06%

Ins Agent 1 3.03%

Ins Co 1 3.03%

Loaner car 2 6.06%

Paint 1 3.03%

Parts 4 12.12%Total 33 100.00%

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Online Database Screen Shot

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Agent Report

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End segment

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.

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Performance Feedback Benefits

• 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

Note: The above pricing is Credit Card pricing Next Back

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Performance Feedback Pricing

• 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

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Price Comparisons

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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

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Performance Feedback Users

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Performance Feedback Review

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, Performance Feedback CSI provides detailed statistical information and comments from all segments of your business customer base.

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.

End segmentPress space bar to view answer for each question

Frequently Ask Question’s

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.

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Frequently Ask Question’s

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.

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Frequently Ask Question’s

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

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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

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