EchoMBR Customer Experience Programme
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“A customer who has a problem that is addressed and resolved quickly and efficiently ends up being more loyal, more of an advocate, than a customer that never had a problem in the first place”
EchoMBR is designed to encourage Motor Body Repairers to take action to address customer concerns – creating a process of continuous improvement which results in increasingly improved customer satisfaction levels.
With EchoMBR you get:
Real-time reporting
- Reporting dashboards that are automatically updated daily giving you real-time feedback.
Industry benchmarking
- In-depth benchmarking across multiple metrics for MBRs, OEMs, Insurers and Industry Organisations.
Wide reach
- Industry leader in CSI Measurement across all automotive and insurance brands using direct telephonic contact.
Escalation and recovery management
- Negative responses are automatically escalated enabling effective resolution.
Dedicated support
- The EchoMBR HelpDesk is available to all clients and can be reached telephonically, via email and through our live online chat.Trusted and approved by leading brands
Packages
Echo Standard
R970 per month
- A detailed telephonic survey.
- A minimum sample of 25% of your customers interviewed.
- Daily escalation emails for negative responses.
- Comprehensive online reporting linked with OEM and Insurer programmes.
- Three-day follow up interview to determine recovery, with escalation. of unrecovered
Echo Premium
From R1 310 per month
- A detailed telephonic survey.
- A minimum sample of 25% of your customers interviewed.
- Daily escalation emails for negative responses.
- Comprehensive online reporting linked with OEM and Insurer programmes.
- Three-day follow up interview to determine recovery, with escalation of unrecovered customers.
- The ability for OEMs and Insurers to set any minimum quota for their customers.
- The ability to appeal negative customer interviews that are outside of the MBR's direct control.
- Intensive care activation when your scores require improvement, with detailed feedback and boosted interview quota.
Do you want to subscribe to EchoMBR Customer Experience Programme?
Call our dedicated EchoMBR support team directly on 041 817 2330.
Email Lightstone and an expert consultant will be in touch with more information.
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