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Nationwide Insurance Renews Shop and Staff Customer Satisfaction Indexing Programs With AutocheX
| Source: Mitchell International
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.