NEW PERFORMANCE INDICATORS WILL RAISE STANDARDS, SAYS AUTOCLENZ
News release
10th October 2011
Market leading vehicle valeting firm Autoclenz aims to take customer service to new heights by introducing a stringent set of key performance indicators for all its managers and sales force.
From today (Monday) Autoclenz managers will be expected to meet or surpass expectations in eight key areas:
- the percentage of customers giving feedback
- the time taken to address ‘red alert’ problems or concerns
- the number of audits completed
- the time taken to address examples of non-conformance
- the cost of vehicle accidents
- the financial performance of areas
- the number of accounts lost per month
- the number of personal visits made to key accounts
Grahame Rummery, CEO of Derbyshire-based Autoclenz, says the new KPIs will help Autoclenz to keep ahead of its competitors by ensuring excellent levels of customer service.
“We’re leading the way in the valeting industry and we’re convinced that by pushing ourselves we can genuinely help to raise standards across the sector and improve the quality of our service delivery,” he said.
“These new key performance indicators will be linked to bonuses for our managers and they will be rigorously enforced in order to drive up standards even further.”
Mr Rummery said Autoclenz managers already look after fewer accounts across a smaller geographical area than many of its competitors.
“We recognise that our managers can’t manage effectively large numbers of customer accounts as well as they might wish to. In order that they spend quality time with their customers, we limit the number of accounts each manager looks after,” he explained.
“This enables us to provide a high-quality customer care experience which our clients truly appreciate. But we know that we can do more, and by measuring more effectively our management team we believe we will be able to deliver a better service for our customers.
“Nearly all our customers have some form of customer service index or net promoter scores that they are measured against and it is only right that we measure ourselves in a similar way.”
The Autoclenz Key Performance Indicators
1 Customer care
Measuring and increasing the percentage of customers who give feedback via the Autoclenz customer care scoring system.
2 Red alerts
Measuring and improving the time it takes for a ‘red alert’ (an issue or concern raised by a client via the customer care scoring system) to be fully addressed and resolved to the customer’s satisfaction.
3 Audits
Measuring the number of quality audits completed, for example health and safety or site security, site safety etc.
4 Non-conformance
Measuring and improving the time it takes to address and rectify examples of non-conformance to the Autoclenz ISO quality system.
5 Accidents
Measuring and reducing the cost of vehicle accidents expressed as a percentage of total sales of each of the managers.
6 Financial
Measuring each manager’s financial performance against company norms, budgets and forward expectations.
7 Terminations
Measuring more effectively the reasons why Autoclenz loses business, allowing the firm to learn from mistakes and in turn reduce the loss rate.
8 Key account visits
Discussing with the customer’s management team their expectations (is Autoclenz exceeding or disappointing them?), measuring their comments and linking to an action plan where appropriate.
Notes to editors
Autoclenz has more than 40 years’ experience in the automotive trade and is firmly established as the UK’s market-leading vehicle valeting business.
Based in Swadlincote, Derbyshire, Autoclenz is a Public Limited Company with a multi-million-pound turnover.
The company also offers SMART and medium accident repairs, specialist cleaning and decontamination and vehicle movements.
To find out more visit www.autoclenz.co.uk
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