MPSR
MPSR is among the largest volume shops in the country managing to repair up to 150 cars per week in a Sydney city location.
We haven’t seen any independent shops with the same set-up as MPSR. Customers drive into a drop off area with a concierge to greet them. The workshop is blocked off by a sliding door so no need to see cars ‘in surgery’. There’s a stylish reception area in case there is a reason to wait.
Customers are initially contacted via phone or email to book repairs, and photos of the damage are obtained. Throughout the repair process, they receive updates via text messages, keeping them informed about the progress. After the repair is completed and the vehicle is ready for collection, customers are sent a survey link via iBodyshop within an hour.
Customers are encouraged to follow the business on social media platforms like Facebook and Instagram during the booking and collection process. This keeps them connected and informed about activities and community involvement. MPSR employs a specialist company to manage social media posting. Customers are also offered a free MPSR key ring.
MPSR’s approach demonstrates a commitment to customer satisfaction, effective communication, and leveraging technology and social media to enhance engagement.
MPSR regularly monitors review platforms for new feedback and responds to customer comments. The company has a Google Review rating of 4.3/5 with 367 reviews.
There’s been a lot of thought put into the shop fit-out and signage with an excellent and consistent brand strategy – it’s a very customer-friendly atmosphere.
Recording and playing back customer calls through 3CX allows management to monitor interactions and provide feedback to staff, ensuring consistent, high-quality customer service.
The company has invested in the latest equipment and methods to ensure good key to key times to keep customers happy by getting their cars back to them often sooner than they thought, judging by many of the reviews.
MPSR also recognises and rewards employee contributions to customer service excellence ‘fostering a culture of accountability and dedication to customer satisfaction’. This includes tickets to sporting events and David Jones vouchers.