which are very important to gain confidence from both the Insurance company & the customer who

are our main source of revenue at all

angles.
Request each one of you to discuss with your Br team & rate your self on the following basis 17 points so that you know the places where
your team needs to fine tune themselves to attain maximum customer delight which in turn maximises the customer satisfaction Index of
your hub.
Any views or suggestions on the below or any added points will be appreciated.

 Are the diversion calls been made immediately to the customer to pick the vehicle?
 Is the vehicle picked on the promised time by us ?
 Is the insured explained about the claim procedures like NCB / depreciation/policy excess/ salvage etc ?
 Are the documents required collected on time by follow up with the customer?
 Is the insurance company informed on the same day for deputation of surveyor?
 Is the surveyor coming on the same day & assessing the loss?
 Is the job card opened & estimation made ( In  Audatex) on the same day of receipt of the car at our hub?
 Is the part order done soon after the survey is done & work order is given by the surveyor?
 Is the job flow streamlined or there are stoppages on the work due to some uncalled for reasons?
 Is the BR service advisor coordinating with the shop floor controller for the status of the work on daily basis?
 Is the surveyor been called for re inspection at different stages of repairs?
 Is the customer updated about the status of the job on a daily basis?
 Is the final inspection check list taken seriously by the supervisor while taking the road test?
 Is the final inspection on physical appearance of the car for paint quality, matching, any over spray, panel gaps etc been
checked?
 Is the car clean in all respects for delivery after the 25 point check?
 Is the part prices which are billed at par with the dealer price?
 Is the customer informed about the completion of the job & liability letter from I. company taken on time?
 Is the car ready for delivery one hour before the promised time of delivery to the customer?

 If any region scores out & out on the above  basic points ,I am sure  there will be no reason for the Insurance company or the customer to
complain about our services & we can get the inflow of cars without any efforts by some thing called the "Word of mouth" which is the best
marketing tool now a days.