HiQ taking the lead on customer service in fast fit
7th February 2011
The HiQ fast fit network is vowing to reinvent customer service standards in the fast fit and car care industry with the introduction of a six figure mystery shopper programme.
In addition, a commitment to roll out benchmark accreditation for all HiQ technicians in the fast fit network has also been made.
HiQ's Commercial Manager, Farrell Dolan announced at HiQ's recent 2nd National Conference of 2010 that HiQ will drive the implementation of an Automotive Technician Accreditation (ATA) programme for HiQ technicians across the network.
Farrell said "The network has chosen this route as it demonstrates our members personal commitment to driving standards in our network.
"The accreditation programme will be the key focus of the innovative HiQ Academy in 2011 and beyond. The goal is that every technician in our network will be fully ATA accredited."
The comprehensive mystery shopping programme will be launched in the New Year through daily telephone shopping audits and a programme of mystery video shopping in an effort to further support HiQ's positioning of providing 'fast fit you can be sure of.'
Farrell continued: "The investment - along with HiQ's ongoing Mirror Hanger customer feedback programme - will ensure that standards are raised even higher and ensure that the customer remains at he heart of everything we do."
The latest results of HiQ's Mirror Hanger programme revealed that 99.6 per cent of the 3,500 customers surveyed would recommend or strongly recommend HiQ to a friend of family member, in a show of strength for the network.
Farrell added that more improvements must still be made.
"We are going to grab the bull by the horns on this issue. Nobody else in the fast fit industry can claim to train every one of its technicians to ATA standards. We can do this and we will.
"This year has seen an increasing focus on customer service in our industry - from both consumers and a trading standards point of view.
"We already have strong standards, but we need to constantly improve what we do on a daily basis.
"We will all be exposed to increased scrutiny regarding customer service standards in 2011. HiQ remain committed to providing our customers with the best customer experience possible."