There are so many shops which go the extra mile for their customers, from giving flowers when handing over the car, giving vouchers, great customer facilities and keeping them informed during the repair. Does that sound like you, have you turned your customers into fans? Does it sound like one of the repairers you deal with?
Let's define customer - we mean the person who has their vehicle repaired at your business. We want to recognise a business that puts customers front and centre of everything they do.
Judging will take place via the awards portal where the nominee or nominator will need to give us detailed reasons why the nominee should win. To guide you with your submission here's the judging criteria and weighting.
Customer involvement in the business.EG: Customers are kept informed via phone, email, SMS, online tracking etc. How do you manage complaints and compliments? How do you encourage reviews and feedback? Hand over procedures, eg do you have a dedicated areas and what is your process? Customer relationship management. What do you do to keep in touch with customers after they have had their vehicle repaired? EG Facebook, special offers? Customer facilities include a photo of your customer-facing area/s.
40% of overall score
What steps have you taken to present your business brand? E.G Shop appearance, marketing etc. Service and process improvements - what have you implemented? How have you developed and sustained a customer service culture in your business? Employee recognition - what initiatives do you have in place? What customer service training and development do you have in place?
60% of overall score
Judging and winners
A number of finalists will be selected. These finalists will be announced in the September issue of the magazine and online. The winner will be selected by an expert panel of judges and announced at the glittering night of nights awards presentation dinner in Melbourne on 11 November. They will receive a trophy and a winner's logo for their marketing and will be profiled in the November issue of the magazine.
2021 DSI Panels, VIC
2020 M1 Autobody VIC
2019 Wayne Phipps Smash Repairs WA
2018 Gold Coast Collision Centre QLD
2017 Len Hollis Repair Facility NSW
2016 McCarthy Bodyworks QLD
2015 Sheen's Panel Service VIC
2014 Mark McHugh Bodyworks QLD