HiQ scores 100% satisfaction in June

Fast fit network HiQ has achieved a first in June’s round of satisfaction surveys: a 100 per cent rate of satisfaction. During the month more than 750 drivers who took their vehicles into HiQ centres completed “mirror hanger” satisfaction surveys. Since being launched in November 2009, the HiQ Mirror Hanger campaign has targeted thousands of customers and has been replicated at around 4,000 retail outlets across Europe. The latest results follow on from 99, 98 and 99 per cent satisfaction scores in March, April and May 2012 respectively. All these results are independently audited, HiQ says.

The results also show a 97 per cent customer recommendation score and an overall positivity rating of 99 per cent throughout June. HiQ’s marketing manager Geraldine McGovern says that the Mirror Hanger scheme is playing a huge role in the brand’s efforts to raise standards at every one of its 140 centres, along with a trio of other initiatives.

McGovern said: “The results are extremely encouraging and are the culmination of a great deal of hard work to create a compelling retail experience that motorists will want to return to. We have never recorded a 100 per cent customer satisfaction rating before, which is no mean feat considering the number of motorists questioned stood at 759.

“Each one of our franchisees should be proud of their efforts and we congratulate them all for playing such an integral part in everything we are trying to achieve.”

HiQ’s Training Academy is providing a personal development plan for each employee, while its ATA Technician Accreditation Programme is also ensuring greater competency amongst every one of its network of technicians. Meanwhile, an ongoing mystery shopper campaign is delivering improved levels of customer service, both over the phone and at the point of sale within each HiQ centre.