CPFA-E Section 5 Assessment

BUSINESSHACKS

COLLISION EXPERTS

BUSINESSHACKS

COLLISION EXPERTS

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Section 2:

Optimizing Communication: The Kept Informed KPI

How do you currently ensure that customers are kept informed throughout the repair process?

What methods or tools do you use to communicate updates?

What standards do you have in place for communication frequency and quality?

How are these standards enforced among your team?

How do you train your staff to handle customer updates and inquiries effectively?

In instances where customers have reported not feeling adequately informed, what steps have you taken to address and improve these situations?

How do you measure customer satisfaction with the information provided during the repair process?

Are there any specific metrics or feedback mechanisms you use?

What role does technology play in your strategy to keep customers informed?

Are there any new tools or software you plan to implement to enhance communication?

Can you share an example where proactive communication had a positive impact on a customer’s service experience?

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Delivering on Promises: The On Time KPI

How do you ensure that repair projects are completed on time?

What planning and scheduling techniques do you employ?

What systems or tools do you use to track the progress of repairs and ensure deadlines are met?

Describe how you handle situations when it becomes apparent that a deadline may be missed. What steps do you take to mitigate the impact on the customer?

How do you manage customer expectations regarding repair timelines from the initial vehicle intake?

What percentage of your repairs are completed on or before the estimated completion date?

What factors typically contribute to delays?

How do staff training and team coordination play a role in meeting repair deadlines?

In instances where deadlines are not met, how do you handle communication with the customer?

What feedback have you received from customers in these situations?

Can you provide an example of a strategy that significantly improved your on-time delivery rates?

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Partnerships: The Shop-DRP Relationship

Which DRPs are you currently working with? Please list them.

How do you assess and monitor the quality of your relationship with DRP partners?

What specific metrics or feedback mechanisms are used?

What strategies have you implemented to improve or maintain high satisfaction levels among your DRP partners?

How frequently do you engage with DRP partners to discuss performance and potential areas for improvement?

Describe a challenge you have faced in your relationship with a DRP partner and how it was resolved.

What was the impact on your NPS following this resolution?

What role does staff training and internal process efficiency play in fulfilling DRP expectations and requirements?

How do you handle discrepancies or conflicts with DRP guidelines or expectations?

Can you provide examples of initiatives or changes you’ve implemented based on DRP feedback that positively affected the relationship?

What are the key factors that DRP partners value most in your service delivery, based on the feedback you have received?

Are there any DRPs you aspire to partner with in the future? Please specify which ones and why they are of interest to you.

From your perspective as a service writer, what challenges or obstacles do you face in establishing partnerships with your desired DRPs? Please describe any specific barriers you encounter.

How do you maintain consistency in service and communication with DRPs during transitions in your team?

Can you describe a time when a change in personnel affected a DRP relationship?

What steps were taken to stabilize and improve the situation?

What role does training and knowledge transfer play in preparing your team to manage DRP relationships effectively, regardless of staff changes?

Do you have a succession plan for critical roles that are central to maintaining DRP partnerships? If so, please describe how it is implemented.

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