HiQ Introduces ATA Accreditation, Mystery Shopper Programmes
The HiQ fast fit network recently held its second national franchisee conference of 2010, an occasion that gave the network’s commercial manager Farrell Dolan the opportunity to announce two new programmes for 2011. The network plans to raise customer service standards with the introduction of a six figure mystery shopper programme and an Automotive Technician Accreditation (ATA) programme for HiQ technicians across the network.
Dolan said: “The network has chosen this route as it demonstrates our members’ personal commitment to driving standards in our network. The accreditation programme will be the key focus of the innovative HiQ Academy in 2011 and beyond. The goal is that every technician in our network will be fully ATA accredited.”
The mystery shopper programme will be launched in the New Year with daily telephone shopping audits and a mystery video shopping initiative. Dolan continued: “The investment – along with HiQ’s ongoing mirror hanger customer feedback programme – will ensure that standards are raised even higher and ensure that the customer remains at the heart of everything we do.”
The latest results of HiQ’s Mirror Hanger programme revealed that 99.6 per cent of the 3,500 customers surveyed would recommend or strongly recommend HiQ to a friend of family member, stated a release from the network, though Dolan added that more improvements must still be made: “We are going to grab the bull by the horns on this issue. Nobody else in the fast fit industry can claim to train every one of its technicians to ATA standards. We can do this and we will.
“This year has seen an increasing focus on customer service in our industry – from both consumers and a trading standards point of view. We already have strong standards, but we need to constantly improve what we do on a daily basis. We will all be exposed to increased scrutiny regarding customer service standards in 2011. HiQ remain committed to providing our customers with the best customer experience possible.”