In Part One of our three part customer experience series, we shared best practices surrounding the first contact shops have with their customers. In Part Two, we moved on to best practices during the scheduling and work in process stage. Now, our third and final post will share tips on vehicle pick-up. We recommend that […]
(This article was originally published in Claims Journal.) Numerous studies have been completed over the years that show consumer satisfaction with auto insurance companies is tied to their satisfaction with the vehicle repair. Consumers say they want more visibility throughout the claim and repair process, and prefer information be sent to them on the device […]
Consumers say they want more visibility throughout the claim and repair process, and prefer information be sent to them on the device and at the time of their choosing. CCC’s own analysis of CCC ONE® Update Plus CSI survey details found that what was most valued by customers was the quality of the repair, customer […]
(This article was featured in Property Casualty 360.) Why A Good Claim Experience is So Important Wikipedia lists “customer satisfaction” as “… a measure of how products and services supplied by a company meet or surpass customer expectation.”1 Companies have used this metric for many years, with numerous studies drawing correlation between a company’s ability […]
64% of American adults now own a smartphone of some kind1 and about half of U.S. smartphone owners check their devices several times an hour or more frequently2. It’s no surprise that in today’s connected world, consumers want to be in the know about their vehicle’s repairs. Check out this infographic on how Update Plus […]
In the December edition of CCC Trends, Susanna takes a look at customer satisfaction in P&C insurance. CCC’s Analytics team examined customer satisfaction data from over 250,000 surveys and its findings challenge the historically accepted belief that cycle time is the key factor driving customer satisfaction. While cycle time and claim costs are closely correlated […]
With 90% of consumers using multiple devices to accomplish work and daily tasks, today’s customer expects to have a choice in how they communicate with their collision repair shop. They expect to have a customer experience that is tech enabled and hassle free. We’ve looked at our solutions to see how we could change them […]
(This article was originally featured in Property Casualty 360) Market Conditions Drive Change in Consumer Expectations Economic growth in the U.S. continues to expand, but at a rate that is lower than pre-recession. Consumers and businesses continue to focus on reducing expenses and stretching their dollars further. Consumers now spend more time than ever before researching […]