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Farmers Insurance Circle of Dependability Shops to Use AutocheX for Customer Satisfaction Indexing
| Source: Mitchell International
SAN DIEGO, CA--(Marketwire - April 17, 2008) - Mitchell International, a leading provider of
performance management solutions to the automotive insurance claims and
collision repair industries, today announced the launch of a customer
satisfaction measurement program with Farmers Insurance Exchange. AutocheX,
Mitchell's voice-of-the-customer performance management unit, will
implement and manage the program.
Specifically, AutocheX will measure customer satisfaction with the Farmers
claims experience and the Circle of Dependability (COD) direct repair
program. Under the agreement, all COD repair facilities will participate in
the program. Both Farmers and COD shops will use the satisfaction data to
identify and capture improvement opportunities that will help them refine
their customer service processes and increase customer loyalty. The
AutocheX solution includes voice-to-voice customer contact, problem
recognition and notification, and detailed management reporting at multiple
levels.
"Understanding our customers' experience with the collision repair process
is a fundamental element in our approach to customer service," said Scott
LeBlanc, National Manager of the Circle of Dependability Program. "We're
confident the information from AutocheX will provide Farmers and our COD
facility partners with an excellent tool to help evaluate current service
levels and increase both customer satisfaction and customer loyalty."
Jason Bertellotti, Vice President of Mitchell Repair Solutions, commented
that, "We are delighted to launch this high-value voice-of-the-customer
program to help Farmers and the COD facilities deliver the very highest
level of customer service to their customers."
About Farmers Insurance
Farmers Group, Inc. is a wholly owned subsidiary of Zurich Financial
Services, an insurance-based financial services provider with a global
network of subsidiaries and offices in North America and Europe as well as
in Asia Pacific, Latin America and other markets. Farmers® is the
nation's third-largest Personal Lines Property & Casualty insurance group.
Property and casualty products are underwritten and issued by the Farmers
Exchanges and their subsidiaries, which Farmers Group, Inc. manages but
does not own. Headquartered in Los Angeles and doing business in 41
states, the Farmers insurers provide Homeowners, Auto, Business, Life
insurance and financial services to more than 10 million households. For
more information about Farmers, visit our Web site at www.farmers.com.
About AutocheX
AutocheX is a leading provider of comprehensive and impartial
voice-of-the-customer measurement, analysis, and reporting for the auto
physical damage claims industry. Founded in 1989, AutocheX maintains an
industry benchmarking database of over two million completed customer
satisfaction surveys and conducts more than 50,000 surveys each month for
clients throughout the U.S. and Canada. AutocheX is a fully integrated
business unit of Mitchell International.
About Mitchell International, Inc.
Mitchell International is a leading provider of information and workflow
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 processes. Mitchell
facilitates millions of electronic transactions between more than 25,000
business partners each month to enhance their productivity, profitability,
and customer satisfaction levels. For more information on Mitchell
International, visit the Web site at www.mitchell.com.