Total introduces new service to improve customer satisfaction levels
The firm says it's the first accident management company in the UK to adopt the APD Research 360osi system, which streamlines reporting and enables Total to react to customer issues within 24 hours.
The new system can be used to monitor all jobs and customers can rate the quality of the repair, as well as the performance of individual suppliers, technicians and advisers involved in processing the job. The results are also analysed internally by Total to help identify staff training needs and help with the evolution of new processes and practices to improve overall satisfaction levels.
In addition to 360osi, Total carries out regular audits of its own suppliers on a rolling programme to ensure that the highest quality standards are maintained across its UK repairer network.
360osi enables Total to track customer feedback on all elements of customer interaction – from the vehicle delivery/collection service and the standard of a replacement vehicle, to the quality and efficiency of the repair itself.
Ashley Jones, customer service manager at Total Accident Management, said: 'A mistake in even one of these areas can significantly affect a customer’s experience, meaning we won’t score as highly for quality of service. 360osi will enable us to improve communication with drivers and suppliers alike, and help us improve the services we provide.'