South of the Square Collision, with two locations in OH, recently received Mitchell’s 2014 AutocheX Premier Achiever Awards for exemplary customer service. Owned by Susan Stickland, the business was one of 375 collision repair facilities across North America that was honored.
“This is an important measure for shops in helping to make sure they are delivering a good experience to their customers,” Jim O’Leary, Mitchell’s Vice President of Product Management, recently told Autobody News.
The company’s 13th annual Premier Achiever Awards honored repairers that consistently earned customer satisfaction scores in the top five percent of their programs measured by AutocheX.
“One really important part of Mitchell’s AutocheX program is having a baseline of the same data collected so that we can compare one shop’s results to another and one insurance company’s results to another so they can benchmark themselves against the industry,” he said.
Stickland opened South of the Square Collision in Medina in November 1999. Their newest location in North Ridgeville was opened in March 2013. There are 34 full-time employees between the two facilities.
South of the Square Collision has been using AutocheX while on the DRP programs with Allstate, Farmers and Nationwide Insurance companies. “It’s a great tool to give feedback to us as business owners and our employees to see where we excel and sometimes where we may need some work,” said Stickland. “CSI drives our business and it is our goal to be on top every year. We’re always excited to hear when we achieve a high level of satisfaction!”
Mitchell, a provider of technology, connectivity and information solutions to the Property & Casualty claims and collision repair industries, conducted the surveys by phone and on the web.
O’Leary said, “There is one question that we believe is most indicative of the consumer’s experience with the repair; ‘Would you refer this shop to a friend or family member on a scale of one to 10?'”
Based on the results of the surveys, Mitchell selected the award recipients, which represent 41 states and provinces across the United States and Canada. They range in size from small, family-run businesses to large consolidators.