SOURCE: Mitchell International

August 22, 2007 09:07 ET

Nationwide Insurance Renews Shop and Staff Customer Satisfaction Indexing Programs With AutocheX

SAN DIEGO, CA--(Marketwire - August 22, 2007) - Mitchell International, a leading provider of performance management solutions to the automotive insurance claims and collision repair industries, today announced a renewal agreement with Nationwide Mutual Insurance Company for customer satisfaction indexing (CSI) services to be provided by AutocheX, Mitchell's voice-of-the-customer performance management group.

Nationwide will continue to use AutocheX to measure and report satisfaction with its Blue Ribbon collision repair facilities and staff associates across the United States through 2009. Specifically, AutocheX evaluates customer satisfaction with the individual Blue Ribbon shops following the collision repair transaction, and the front line claims adjusters during the claim settlement process.

"We appreciate Nationwide's vote of confidence in the AutocheX CSI program and their continuing efforts to improve the claim and repair experience for Nationwide policyholders," said Jason Bertellotti, General Manager of Mitchell Repair Solutions. "This renewal demonstrates Nationwide's extraordinary dedication to its customers."

Terry Fortner, Associate Vice President Claims, asserted Nationwide's commitment to measuring customer satisfaction: "Exceeding our customers' expectations is a critical element of our 'on your side' approach to customer service. Being able to accurately capture the voice of our customers and understand what drives their satisfaction enables us to provide the highest level of service possible," said Fortner.

"Having customer satisfaction information at our fingertips helps us make better decisions on how to best serve our customers and is critical to maintaining policyholder loyalty," added Jim Gadberry, Director of Blue Ribbon Services.

Both Nationwide and Blue Ribbon shops use the satisfaction data to identify and capture improvement opportunities that help them refine their customer service processes and increase customer loyalty. The AutocheX CSI program includes voice-to-voice customer contact, problem recognition and notification, and detailed management reporting at multiple levels.

About Nationwide Mutual Insurance Company

Nationwide, based in Columbus, Ohio, is one of the largest diversified insurance and financial services organizations in the world, with more than $160 billion in assets. Nationwide ranks 104th on the Fortune 500 list. The company provides a full range of insurance and financial services, including auto, homeowners, life, health, commercial insurance, administrative services, annuities, mutual funds, pensions and long-term savings plans. For more information, visit www.nationwide.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 (www.mitchell.com) is a leading provider of information, workflow, and performance management 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 markets. Mitchell facilitates millions of electronic transactions between more than 16,000 business partners each month to enhance their productivity, profitability, and customer satisfaction levels.

Contact Information

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    Kam Hashim
    Boston Communications
    617-619-9803
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