Motofix, one of the UK’s leading regional vehicle repair groups, have reflected on the two-year anniversary of adopting Trustpilot as their preferred review platform.
Like many modern businesses across all sectors, customer reviews are playing an increasingly important role in defining customer expectations and measuring performance after delivering their services.
Richard Tutt, Motofix CEO, explains, “Customer care is at the heart of what we do and feedback is closely monitored. You can either embrace feedback from customers, both good and bad or be defensive and unreceptive – our position is clear in that we are always happy to hear about when things have gone well but crucially also learn where we can be better”.
As well as adopting Trustpilot, Motofix appointed Sam Spencer as the groups central Customer Service Manager, a role dedicated to ensuring Motofix deliver on their customer promise and maximise the opportunities created by the Trustpilot review platform. “We looked at a few options in terms of review platforms but Trustpilot’s brand values and open platform allowing all customers to write reviews swung it for us,” she says. “As a business we set ourselves demanding targets for customer excellence, so we actively engage with customers who don’t feel they’ve had a great experience. My team ensure a full review and resolution of all customer journey experiences which often results with customers actually going back into the platform to uplift their score as a direct result of our involvement”
With the group remaining open through lockdown, it was a testing and demanding time but despite this, Motofix’s Trustpilot rating scores have climbed from 4.4 to an impressive 4.8 over the last 10 months.
The transition from paper surveys to going online has seen measurable benefits and Richard says “using Trustpilot gives our customers the freedom to share their experiences on a leading and trusted platform. Our slogan ‘It’s all about the journey’ says it all – for us it is always about exceeding customer expectations”.
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Motofix Accident Repair Centres
Motofix was founded in 1997 by Richard Tutt and is a leading vehicle body repair provider with eight specialist service delivery centres in the South and Southwest of England. The Group, listed at eleventh in the Independent Bodyshop Groups category in the 2019-2020 ABP Club Industry Yearbook, employs more than 200 people and has annual repair capacity for over 18,000 vehicles. Motofix is endorsed by 24 vehicle manufacturers, including some of the world’s premium brands, such as Mercedes Benz, Audi, BMW and JLR. All sites are BSI Kitemark accredited. The Group also offers ADAS, structural aluminium, Hybrid and Electric Vehicle (HEV3) repair capabilities.
MOTOFIX GROUP CONTACTS
Richard Tutt, Group Executive Chairman
Mark Stuart, Commercial Director
Motofix Group, 1 Albany Court, Albany Park Camberley, Surrey, GU16 7QR
T: 0844 245 2222
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M: 07891 084381