FMG excels in independent customer service rating
Incident management expert FMG continues to excel in its levels of customer service according to their latest Net Promoter Score (NPS), the worldwide standard for measuring and understanding customer experience.
Despite a challenging year for the industry, FMG saw a 12-point increase in NPS in 2020, which is calculated independently by the Customer Service Network (CSN). The results are further verified by FMG’s Customer Satisfaction Score (CSAT), where their customers reported excellence in staff knowledge, empathy and quality of vehicle repair. Scores are collected when customers complete a satisfaction survey upon completion of an incident.
Nine out of 10 (86%) customers have rated the knowledge, understanding and empathy shown by FMG’s claims advisors as “excellent” or “good,” with the same score for the quality of repair work and courtesy and professionalism of the repairer.
Explaining the next steps to customers – a key driver of customer satisfaction – continues to rate highly, with 86% of customers rating “very satisfied” or “satisfied.” This follows the launch of FMG’s new customer communications strategy last year, which engaged behavioural economics to create new informative and engaging materials to share driver information via video, email, text, telephone and brochures.
FMG’s Roadside Repair and Recovery Management service, which has similar but separate customer service measures, has also scored highly, with a 4-point increase in NPS to a score of 86 and a 1% increase in CSAT to 93%.
Dave Parry, Commercial Director at FMG said: “Having industry-respected management tools embedded in our business provide the ultimate barometer of customer satisfaction and are a solid indicator in how we are doing, relative to competitors. We place great importance upon these key metrics as they pinpoint the service elements which really matter to customers and provide an insight into the degree to which we meet or miss customer expectations. Such transparency is vital to driving innovation and continuous improvement within our customer proposition”.
FMG’s latest digital innovation is due for launch in the spring. Customers will gain access to a new digital driver platform, allowing faster and easier interaction around claims information. An omni-channel portal will provide a self-service communication channel for clients and their drivers to send and receive real-time information relating to their claim, such as choosing vehicle repair slots online, off hiring vehicles, submitting documents and finding answers to commonly asked questions.
Dave Parry said, “We continually look for new ways to enhance the customer experience and this exciting digital innovation will allow far greater efficiency and convenience for drivers throughout the claims journey. Investing in digitalisation creates operational efficiencies by automating admin tasks and this will allow our dedicated Account Management teams to better serve customers and focus upon their more complex requests.”
