By John Yoswick
Given the combination of business conditions collision repairers currently face, it can be even more of a challenge than usual to satisfy consumers. Shops across the industry have record-high backlogs of work, meaning it can be weeks if not months before they can start work on a customer’s car coming into the shop today. Inflation can mean a final bill can be dramatically higher months after an initial estimate was written. And supply chain disruptions and back-ordered parts can result in delays in both starting or finishing almost any job.
So with all that as a backdrop, are shops continuing to maintain their CSI (customer satisfaction indexing) levels? And if so, what are they doing differently to make that happen?…
