Maintaining a comprehensive and consistent dialogue with the consumer throughout the claims process is critical for insurance carriers that desire to achieve customer satisfaction with the collision repair process, according to J.D. Power and Associates.
In its 2005 Collision Repair Satisfaction Study, the Westlake, Calif.-based marketing information services firm said insurance carriers that meet customer expectations through effective communication generally achieve higher levels of overall satisfaction.
For example, J.D. Power said customers who were given an explanation of the parts to be used in their vehicle repair were considerably more satisfied than customers who were not informed. More than 75 percent of customers indicated they were informed or engaged in such discussions.
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