Mitchell Releases Industry Trends Report Q2-2007

SAN DIEGO, CA -- (MARKET WIRE) -- May 8, 2007 -- Mitchell International, a leading provider of information, workflow, and performance management solutions to the collision claims and repair industries, today released the Q2-2007 edition of its popular Industry Trends Report -- a quarterly publication highlighting recent events impacting the auto physical damage collision and casualty industries as well as illuminating statistics and measures of interest to industry professionals. This edition's Quarterly Feature -- "Measuring Customer Satisfaction and Loyalty in the DRP Environment" -- explores the differences between customer satisfaction and customer loyalty, and looks at how the vehicle-owner's/policy-holder's experience with the DRP repair-process impacts both.

In the collision repair industry, customer satisfaction and customer loyalty are more closely linked than in other markets. Because of the nature of automotive collisions, the most important transaction a repair shop has is when the customer brings in a vehicle for repair -- most often a single, uniquely traumatic event that, from the perspective of the consumer, will hopefully not be repeated. This single encounter around a repair can determine whether or not a customer will be loyal -- willing to give repeat business and references -- to a repair shop, and it can significantly impact loyalty to carriers, though the repair transaction is only one component of the policy-holder's relationship with their insurer.

"While it is almost impossible to have loyal customers without delivering satisfaction, satisfied customers are not always loyal," said Jason Bertellotti, General Manager, Specialty Business Unit at Mitchell International. "It's important to distinguish between the two and to know what kind of customers you have because it's loyal customers -- not those merely satisfied -- that are the key to profitable growth."

The complete article appears in the latest Industry Trends Report, which is published free-of-charge and may be downloaded in PDF format by visiting www.mitchell.com. First published in April 2001, Mitchell's Industry Trends Report has grown in both content and circulation, now reaching more than 23,000 collision and casualty industry professionals.

About Mitchell International, Inc.

Mitchell International is a leading provider of information, workflow, and performance management solutions to the automotive insurance claims industry, serving carriers, collision repair facilities, and other commercial participants in the physical damage and auto-related medical claims markets. Mitchell facilitates millions of electronic transactions between more than 16,000 business partners each month to enhance their productivity, profitability, and customer satisfaction levels. For more information on Mitchell International, visit its Web site at www.mitchell.com.

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