TenPoint Complete Study finds VeriFacts Shops Have Higher Customer Satisfaction
Plain City, OH—In a 2014 analysis of over 15,000 customers, TenPoint Complete found that collision repair centers using VeriFacts Automotive’s Verified Quality (VQ) Program outperformed repair facilities that do not in the key measurements of Net Promoter Score (NPS), Customer Satisfaction Index (CSI), On Time Vehicle Deliver and Keeping the Customer Informed. Of particular note, the average NPS score of VeriFacts shops was 79.3% compared to an average of 75.1% for non-VeriFacts Shops. NPS is widely recognized as the ultimate measurement of customer satisfaction in many industries, including automotive and auto physical damage. On a 0-10 scale, the NPS is the percentage of promoters (9’s and 10’s) minus the percentage of detractors (0’s – 6’s).
“The results are interesting for a number of reasons,” said John Webb, TenPoint Complete President and NPS Certified Associate. “First, our customer base naturally trends toward high-end shops that care about customer satisfaction. For this reason, in the past, it has been difficult to differentiate results at a macro level for particular companies and organizations. Also, the improved results exist over a variety of measurements, but certainly NPS and CSI scores would be viewed as the most important of these,” he said.
The study was conducted on Year-To-Date results from a pool of random TenPoint Complete shops and a series of random VeriFacts shops that also utilize TenPoint Complete, so that data comparisons are of an apples-to-apples nature. While the results are viewed as statistically reliable, both companies intend on pursuing additional analysis to determine more specific ROI linkage between performance of VeriFacts shops and non-VeriFacts shops. A more detailed report, and potentially workshops or courses, may also result from continued work on the project.
“We would like to congratulate our Verified Quality (VQ) repair centers for their outstanding performance,” stated Farzam Afshar, CEO of VeriFacts Automotive. “Unlike traditional certification models that only quantify repair process inputs by checking training, tools and equipment, VeriFacts Verified Quality (VQ) measures those plus the actual repair outcomes on an unannounced, random basis. We believe the independent verification by TenPoint Complete of our forward-thinking collision repairers’ performance further validates the VeriFacts outcome-based approach to coaching and verification,” he added.