...Confirmit helps to halve costs and increase revenue….

New York, NY and Oslo, Norway – Oct 29, 2009: Nationwide Autocentres, the leading UK MOT and car service specialist, has today announced that it has implemented a technology solution from Confirmit, the on-demand, multi-mode platform for customer feedback, employee feedback and market research. 

The Confirmit customer feedback system has had an impact on speed, efficiency and clarity of the Nationwide Autocentres customer service processes.  Mark Taylor, commercial director, Nationwide Autocentres, explains: “In the past, our Customer Service Interview (CSI) figures were only ever seen as indicative because our customers were phoned several days after using one of our centres and our agents wrote notes, paraphrasing customer comments, so it wasn’t always 100% accurate.  Now that we receive email feedback directly from the customer we can immediately understand their issue.  We can then phone them to say that we understand and offer a solution.

There used to be a 3 day lag in getting information from the call centre to the area mangers to alert them to poor feedback.  Now it’s instant so we can respond to a bad customer experience 3 days sooner.  And the cost – it’s halved.  We understand our customers better and we treat them better so we’re spending less and delivering a much higher quality programme.” 

Duncan Wilkes, CEO at Nationwide Autocentres added: “There are no regulation or compliance standards regarding how to treat customers in the MOT and car service industry.  However, central to Nationwide Autocentres corporate culture is an attitude of excellent customer service and now, because of the Confirmit technology, we believe that we are treating our customers as fairly as we can.   We find out about any problems faster and act upon them within hours rather than days.  We have cut our response time to customers from 3 days to 24 hours – our average is 4 hours.  We provide customers with clear information and keep them informed at all times.”

Nationwide Autocentres has improved its customer service immensely whilst at the same time halving its costs and using the system to help it sell more.  Return on investment has been quick and easy to see:
o Return business has increased;
o Online bookings are up by 10%;
o Customers are so pleased with the company that they have referred over 400 new customers. 

Gary Schwartz, SVP Marketing, Confirmit, commented: “The Nationwide Autocentres CSI project has enabled the identification of any problem areas or issues within its business and provided the clarity to put them right as well as uncovering positive aspects that allow Nationwide Autocentres to sell more and motivate its staff.  Being able to deliver quickly and efficiently on the promises it made to its staff about the technology ensured that the employees really believed in the system from the very beginning.  It has taken Nationwide Autocentres less than 3 months to realize a positive return on its investment.  We are delighted to have worked so closely with Mark Taylor and his team in support of its customer initiative.”