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‘Best panel beaters’ in South Africa unveiled
Lightstone Consumer has measured satisfaction with Motor Body Repairs for over 15 years. Nearly all the panel beaters within South Africa make use of the Echo-MBR Platform provided by Lightstone to ensure that their customers are getting the highest level of service possible.
This Echo-MBR Platform measures – constantly – issues that the might include whether the vehicle was fixed correctly the first time, how long did it take them to get the vehicle ready, what was the quality of the work done and whether the staff at the facility were friendly and helpful.
Lightstone have over 1000 Motor Body Repair Shops that have subscribed to this Echo-MBR which allows an enormous amount of data to be generated and results in extremely accurate ratings and rankings to be produced across the country.
A slight issue is the variability seen with smaller sample sizes, so an advanced type of statistical analysis has been introduced to ensure that results are based on facts and are fair.
The list below has been composed to rate the Top 10 National Best Panel Beaters within South Africa – basing them on the likelihood of fixing the vehicle the first time, being on time, professionalism and best rates for friendliness.
LAST WEEK'S
GUESS THE PART
WINNER
Congrats!
Jody Johanssen
Weekly Deals - Valid until 6 February 2019
The Good, The Bad and The Ugly
Whereas the majority of our feedback has been positive, like any company, we also drop the ball from time to time. Sometimes our deliveries have been delayed, sometimes our product does not meet our standards and sometimes, well, we just get it wrong.
A recent experience with an unhappy customer highlighted just how important clear communication is. All that it took was open dialogue to clear up the confusion with regard to the process and to resolve the situation.
Online shopping is a very particular process. From customer expectations; product presentation and the overall experience. It can be a daunting process for some, and although we try to make it as smooth as we can, there might still be a bump along the Start My Car road.
When it does come down to the challenges– we try and deal with it as quickly and as efficiently as we can. Feedback is taken in constructive ways to improve certain procedures and processes. It is also an open platform to bring issues to the forefront that we were not necessarily aware of to start with.
An observation that we have made, and that we wanted to share is that sometimes the solution to the problem is more simple than you might think. In cases where you might find yourself frustrated or simply in need of an explanation or need help, we urge you to contact us. This is how we will be stronger, together. And this is how we will improve our offering to you.
In times gone by, companies tried to project an image pf perfection. Whereas this might have been possible in an era before online shopping and social media, this is not possible today. In the case of Start My Car, it is also not an aspiration. We know that as much as we try, we will make mistakes and like in any real relationship, we might to accept that even if we do our best, that it might, sometimes, not be good enough.
One thing that we are certain of is that we will continue to learn from our mistakes and that we will endeavour to improve our product offering and our efficiency.
In order to help us improve, let us know:
- What we should continue doing
- What we should stop doing
- What we should start doing
More importantly, let us know if there is some way in which we can help you.
