This is always a hotly contested category with so many businesses justifiably taking pride in how they interact with their customers.
DSI Panels, VIC
DSI Panels says that customer satisfaction is a cornerstone of its operations. “We prioritise keeping our customers informed every step of the way, starting from the moment we receive a quote request until they collect their vehicle. Our system boasts over 30 meticulously organised SMS templates, preloaded with details like claim numbers and excess amounts, ensuring customers receive comprehensive information. We commit to providing updates every three days.”
DSI also interacts with customers over social media which is regularly well curated. Each of the three DSI sites has great customer amenities.
Every repair is followed up with a link to a survey and customers are encouraged to leave a review on Google. DSI has 598 reviews across all three locations with a Star rating of 4.8. Customer satisfaction is a key component of DSI managers’ KPIs and the team keeps track of iBodyshop Surveys, Google Reviews and Tesla Feedback.
Zagame, VIC
Luxury and prestige repairer Zagame Autobody would have some of the most demanding clients in the country. Customers are kept informed via SMS, phone or email according to their preference. Zagame has excellently curated social media channels to keep in touch as well as EDMs to the customer database. The company offers customers free towing from one of its many dealerships and low-cost loan vehicles.
On site there’s a customer lounge with barista-made tea and coffee next to the ‘theatre style’ impeccably clean and stunningly fitted out luxury workshop. Google reviews currently sit at 4.6 stars and Zagame encourages customers to leave a review by giving them a premium chocolate bar with a QR code after repairs.
“Our facility is our best form of marketing. All staff in customer service roles understand the importance of customer service. Keeping customers within our dealer networks is essential for future success as well as welcoming new customers.”
Sheen, VIC
A twice previous winner of this award, Sheen Panel Service really goes the extra mile. It has invested in the cloud-based system Podium for customer interactions. Sheen is industry-leading when it comes to social media content and consistency on Instagram, Facebook and TikTok.
Cars are handed back with a chocolate gift box. Shops offer complimentary drop off and pick up and offer extended hours for customer convenience.
Post-repair review links are sent out to all customers. With 27 branches and an average 4.8 star Google rating from over 1,000 reviews speaks volumes. When it comes to complaints Sheen is all into turning a customer’s frown upside down, going to great lengths to ensure the customer experience is turned around. There’s also a Best Customer Service award in Sheen’s internal awards.