The CARSTAR EDGE Performance Platform Continues to Drive Best-In-Class CARSTAR Locations Nationwide
CARSTAR Auto Body Repair Experts continues to focus on its proprietary EDGE Performance Platform training program exclusively for collision shop owners in its network. The program is a sequenced process of implementation producing best-in-class people, processes and partnerships to deliver industry leading key performance indicators.
Now in its fourth year, the EDGE Performance Platform addresses improving the 3Cs: Closing Ratio, Cycle Time (LOR), and CSI (NPS). Many CARSTAR locations repeatedly have a Net Promoter Score (NPS) exceeding 90 percent – a full 10 points higher than the industry average of 79 percent. CARSTAR is not only working to uphold those high numbers, but it is also focusing on another important benchmark, length of rental as measured by insurance companies.
“We have centered our focus on these three KPIs as these are the main drivers of sales, throughput and customer experience,” stated Melissa Miller, VP of Operations for CARSTAR Auto Body Repair Experts. “Simplifying our focus has led us to deliver best-in-class results in these three areas.”
Why are the 3Cs important to CARSTAR partners?
- Closing Ratio: By capturing the customer’s business, CARSTAR assists in repairing more vehicles through direct repair programs. The goal is 80 percent closing ratio.
- Cycle Time: Reducing the keys to keys measure reduces length of rental, which in turn promotes cost savings as well as improves the customer experience. The goal is to be two days better than the industry average.
- CSI: Focusing on the customer satisfaction measure-ments of Kept Informed, On Time Delivery and Refer Shop KPIs allow CARSTAR to achieve the highest NPS in the country along with the highest survey return rate. The goal is 83 percent NPS.
CARSTAR Auto Body Repair Experts— a part of the Driven Brands, Inc. family of automotive aftermarket franchise brands — is North America’s largest Multi-Shop Operator Network of independently owned collision repair facilities with more than 500 locations in 32 states and 10 Canadian provinces. CARSTAR delivers national scale, consistently high-quality vehicle repairs, repeatable outcomes and the industry’s highest customer satisfaction ratings; all repairs are backed by a national warranty and service guarantee. CARSTAR was named the No. 1 largest MSO in North America by The Romans Group LLC and ranked 106th on Franchise Times® annual Top 200™ ranking of the largest franchise systems in North America. For more information visit www.carstar.com and follow us on Facebook and twitter.
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