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We place the value of customer satisfaction and its correlation to client retention at the top of our list.
Our proven quality assurance program captures customer feedback and shares the results with the insurance carrier client and contractor network members. Because of our commitment to being “Quality Focused – Performance Driven”, customer satisfaction is one of our highest rated categories of our quality assurance program which consistently exceeding policy holder’s expectations. Our program includes:
- Electronic Audit: Automated audit to ensure the approved estimating system and pricing database is being utilized properly
- Technical Scope and Quantity Audit: CC&R estimate review process provides a review of the line items to drive estimate accuracy per industry and client estimating guidelines
- Customer Satisfaction Monitoring: Customer feedback measures key satisfaction components such as timeliness, quality of the actual repair and overall satisfaction with quality of service
- Technician Performance Monitoring: All network contractors must adhere to minimum performance ratings to remain in our network. Key performance criteria is captured, measured, and shared with each contractor to drive high performance results
Contractor Scoring Report
Contractor Mitigation Scoring Report