Nationwide Autocentres Improves Customer Service with Confirmit Platform


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Confirmit helps halve costs and increase revenue

NEW YORK, NY and OSLO, NORWAY – October 29, 2009: Nationwide Autocentres,
the leading UK MOT and car service specialist, has today announced that it
has implemented a technology solution from Confirmit, the on-demand,
multi-mode platform for customer feedback, employee feedback and market

The Confirmit customer feedback system has had an impact on speed,
efficiency and clarity of the Nationwide Autocentres customer service
processes. Mark Taylor, commercial director, Nationwide Autocentres,
explains: “In the past, our Customer Service Interview (CSI) figures were
only ever seen as indicative because our customers were phoned several days
after using one of our centres and our agents wrote notes, paraphrasing
customer comments, so it wasn’t always 100 percent accurate. Now that we
receive email feedback directly from the customer we can immediately
understand their issue. We can then phone them to say that we understand and
offer a solution.”

Taylor continues, “There used to be a three-day lag in getting information
from the call centre to the area mangers to alert them to poor feedback. Now
it’s instant so we can respond to a bad customer experience three days
sooner. And the cost – it’s halved. We understand our customers better and
we treat them better so we’re spending less and delivering a much higher
quality program.”

Duncan Wilkes, CEO at Nationwide Autocentres added: “There are no regulation
or compliance standards regarding how to treat customers in the MOT and car
service industry. However, central to Nationwide Autocentres corporate
culture is an attitude of excellent customer service and now, because of the
Confirmit technology, we believe that we are treating our customers as
fairly as we can. We find out about any problems faster and act upon them
within hours rather than days. We have cut our response time to customers
from three days to 24 hours – our average is four hours. We provide
customers with clear information and keep them informed at all times.”

Nationwide Autocentres has improved its customer service immensely whilst at
the same time halving its costs and using the system to help it sell more.
Return on investment has been quick and easy to see:

* Return business has increased;
* Online bookings are up by ten percent;
* Customers are so pleased with the company that they have referred
over 400 new customers.

Gary Schwartz, SVP Marketing, Confirmit, commented: “The Nationwide
Autocentres CSI project has enabled the identification of any problem areas
or issues within its business and provided the clarity to put them right as
well as uncovering positive aspects that allow Nationwide Autocentres to
sell more and motivate its staff. Being able to deliver quickly and
efficiently on the promises it made to its staff about the technology
ensured that the employees really believed in the system from the very
beginning. It has taken Nationwide Autocentres less than three months to
realize a positive return on its investment. We are delighted to have worked
so closely with Mark Taylor and his team in support of its customer


About Nationwide Autocentres:
Nationwide Autocentres operates a chain of over 220 service centres in the
UK, providing car maintenance, servicing and MOT tests for cars and light
commercial vehicles.

This company is totally committed to provide honest and accurate advice that
is in the best interest of the customer, backed up with good quality work
and a friendly efficient service at a price that represents excellent value.
Visit for more information.

About Confirmit
Confirmit is the world’s leading SaaS vendor for Customer Feedback, Employee
Feedback, and Market Research applications. The company has more than 200
employees and offices in Oslo (headquarters), Guildford, London, Moscow, New
York, San Francisco, and Yaroslavl. Confirmit’s software is also distributed
through partner resellers in Barcelona, Kuwait City, Madrid, Milan,
Santiago, Sydney, and Tokyo.

Confirmit targets Global 5000 companies and Market Research agencies
worldwide with a wide range of software products for feedback / data
collection, panel management, data processing, analysis, and reporting.
Customers include British Airways, Dow Chemical, Farmers Insurance,
GlaxoSmithKline, Halifax Bank of Scotland, HSBC, Intrawest, Ipsos, Nielsen,
The NPD Group, Safeco Insurance, Statoil Hydro, Symantec, Virgin Media, and
Well Fargo. Visit for more information.

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