Selsia has introduced Smart Survey, an automated customer satisfaction index (CSI) service, into its suite of cloud-based repair management services for its clients.
Once an approved Selsia car, van or HGV repairer completes repairs and closes out the case on Selsia’s repair management portal, an automated email is sent to the driver’s mobile phone, tablet or PC with a link to a client-tailored short survey.
The feedback is tailored to the particular requirements and is collected for Selsia’s individual fleet and insurance clients. Driver responses cover essential areas including first notification of loss (FNOL) service, customer care, repair progress communication, condition of courtesy cars, speed and quality of repairs.
Selsia’s engineering & operations director, Neville Lidford commented, “our new automated Smart Survey service is essential to both ourselves and our clients. It’s always good to get positive feedback but if there are particular areas which need addressing, we now have quality data upon which to take any remedial action necessary.”