Customer Satisfaction Indexing: How measuring customer satisfaction improves your business and your income

摘要

You need to know how your customers feel about the quality of your service. We tell you how to find out, and why you should care. How can a business predict and develop customer loyalty and repeat business? The short answer: by measuring customer satisfaction, and managing the customer experience. To understand what this means, and how this is done, CQ contributor Gary Lund recently spoke with Jason Bertellotti, VP of Repair Solutions for Mitchell International. Mitchell provides services and software to help the auto collision, glass, and related casualty insurance industries in managing and operating their businesses. Among these offerings is AutocheX, a service for measuring customer satisfaction and the customer experience, provided to collision shop, glass shop, and auto/casualty insurance clients.