Customers want to check repair progress online, survey says
COLUMBUS, Ohio, Dec. 12 /PRNewswire/ -- New technology has allowed
thousands of car owners to keep an eye on their "babies" while they're
being repaired and may even lessen the number of times the customer needs
to visit the shop. More than 22,300 automobile owners are monitoring their
damaged vehicle repairs online through Nationwide AutoWatch -- a cutting
edge, Internet-based software tool offered by Nationwide Insurance.
"Vehicle owners feel very strongly about their cars and they want to
know what's happening while their cars are in the shop," said Terry
Fortner, Nationwide associate vice president of claims. "This unique
web-based service allows policyholders to log on at their leisure and
monitor their vehicle at different points during the repair process."
A recent survey conducted for Nationwide by Taylor Nelson Sofres PLC
(TNS), a leading market research and information group, found that more
than 50 percent of respondents would be likely to visit a Web site to check
on their vehicles' repair progress. Additionally, 72 percent of respondents
said if visual updates of the repairs were available online the shop would
be more accountable.
"Actual customer experience backs up the research," Fortner said.
"Customers who use the AutoWatch service are more likely to say they are
better informed about the repair process and were more likely to have their
repaired vehicle returned on time."
Nationwide's customer experience data shows that customers who used
AutoWatch during the past six months had a 12 percent higher rate of
satisfaction in the way they were kept informed about their vehicle's
progress in the repair shop than those who didn't use AutoWatch. AutoWatch
users also had a 23 percent higher rate of satisfaction when it came to the
timely delivery of their repairs, than those who didn't use AutoWatch.
"We designed Nationwide AutoWatch with the customer in mind," said
Fortner. "Our goal is to make vehicle repairs as painless as possible by
providing our customers with up-to-date, accurate vehicle repair
information on their time. Nationwide's decision to offer Nationwide
AutoWatch demonstrates a true commitment to the needs and concerns of our
valued customers."
The AutoWatch link is fully integrated with Nationwide's existing Web
site and can be easily found by logging onto Nationwide's homepage:
http://www.NationwideAutowatch.com. The service is free to all customers who
select a participating Blue Ribbon Repair Facility.
The Nationwide AutoWatch site provides simple access and easy to
understand captions explaining progress on the repairs with regularly
updated digital photos of the vehicle throughout the repair process. In
addition, Nationwide AutoWatch provides customers vehicle repair
information as well as an e-mail platform through which customers may
communicate with the repair facility and their Nationwide/Allied
representative.
AutoWatch could also lead to faster repairs and benefit body shops by
reducing the time employees have to spend answering customer calls. Nearly
half of survey respondents thought an online monitoring tool would decrease
the number of calls to the body shop.
Nationwide, based in Columbus, Ohio, is one of the largest diversified
insurance and financial services organizations in the world, with more than
$157 billion in assets. Nationwide ranks 99th 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 http://www.nationwide.com.
Contacts:
Elizabeth Stelzer
(614) 249-1025
stelzee@nationwide.com
SOURCE Nationwide
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Related links:
http://www.nationwide.com
http://www.NationwideAutowatch.com
http://www.prnewswire.com/comp/607050.html/
CONTACT:
Elizabeth Stelzer of Nationwide,
+1-614-249-1025, or stelzee@nationwide.com
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