WORKERS at a tyre and exhaust fitting centre in Huddersfield will have to be on their mettle!
The HiQ fast fit network, which includes the centre at Edgerton, has introduced a mystery shopper programme to safeguard customer service standards – as well as making a commitment to roll out “benchmark” Automotive Technician Accreditation for all technicians.
Farrell Dolan (pictured), commercial manager for HiQ, 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 through daily telephone audits and a programme of mystery video shopping.
Said Mr Farrell: “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% of the 3,500 customers surveyed would recommend or strongly recommend HiQ to a friend of family member.
But Mr Farrell said further improvements must be made, adding: “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.”
