SOURCE: Mitchell International

April 17, 2008 10:00 ET

Farmers Insurance Circle of Dependability Shops to Use AutocheX for Customer Satisfaction Indexing

SAN DIEGO, CA--(Marketwire - April 17, 2008) - Mitchell International, a leading provider of performance management solutions to the automotive insurance claims and collision repair industries, today announced the launch of a customer satisfaction measurement program with Farmers Insurance Exchange. AutocheX, Mitchell's voice-of-the-customer performance management unit, will implement and manage the program.

Specifically, AutocheX will measure customer satisfaction with the Farmers claims experience and the Circle of Dependability (COD) direct repair program. Under the agreement, all COD repair facilities will participate in the program. Both Farmers and COD shops will use the satisfaction data to identify and capture improvement opportunities that will help them refine their customer service processes and increase customer loyalty. The AutocheX solution includes voice-to-voice customer contact, problem recognition and notification, and detailed management reporting at multiple levels.

"Understanding our customers' experience with the collision repair process is a fundamental element in our approach to customer service," said Scott LeBlanc, National Manager of the Circle of Dependability Program. "We're confident the information from AutocheX will provide Farmers and our COD facility partners with an excellent tool to help evaluate current service levels and increase both customer satisfaction and customer loyalty."

Jason Bertellotti, Vice President of Mitchell Repair Solutions, commented that, "We are delighted to launch this high-value voice-of-the-customer program to help Farmers and the COD facilities deliver the very highest level of customer service to their customers."

About Farmers Insurance

Farmers Group, Inc. is a wholly owned subsidiary of Zurich Financial Services, an insurance-based financial services provider with a global network of subsidiaries and offices in North America and Europe as well as in Asia Pacific, Latin America and other markets. Farmers® is the nation's third-largest Personal Lines Property & Casualty insurance group. Property and casualty products are underwritten and issued by the Farmers Exchanges and their subsidiaries, which Farmers Group, Inc. manages but does not own. Headquartered in Los Angeles and doing business in 41 states, the Farmers insurers provide Homeowners, Auto, Business, Life insurance and financial services to more than 10 million households. For more information about Farmers, visit our Web site at www.farmers.com.

About AutocheX

AutocheX is a leading provider of comprehensive and impartial voice-of-the-customer measurement, analysis, and reporting for the auto physical damage claims industry. Founded in 1989, AutocheX maintains an industry benchmarking database of over two million completed customer satisfaction surveys and conducts more than 50,000 surveys each month for clients throughout the U.S. and Canada. AutocheX is a fully integrated business unit of Mitchell International.

About Mitchell International, Inc.

Mitchell International is a leading provider of information and workflow solutions to the automotive insurance claims industry, serving carriers, collision repair facilities, and other commercial participants in the physical damage and auto-related medical claims processes. Mitchell facilitates millions of electronic transactions between more than 25,000 business partners each month to enhance their productivity, profitability, and customer satisfaction levels. For more information on Mitchell International, visit the Web site at www.mitchell.com.

Contact Information

  • Contacts:
    Jennifer Forman
    Sr. Director, Marketing
    800-238-9111 x6585
    Email Contact
    or
    Kam Hashim
    Boston Communications
    617-292-7316
    Email Contact