Interview Process & Survey Questions
How are the interviews conducted?
Who do you interview?
What if you can’t reach my customer?
What questions will you ask my customers?
When will I be able to see the details of all my customer interviews?
How long is the interview?
How will I know if a customer is unhappy?
How soon after the repair will AutocheX talk to my customers?
Why might my AutocheX results differ from what the customer told me?
Customer Information & Privacy
How will AutocheX receive my customer information?
How do you keep my customer information secure?
What quality assurance measures do you have in place?
Reports
How often will I receive reports?
If I belong to multiple CSI programs, can I see all my results in one report?
General
How will I get my log-in information?
What is the cost?
Where can I find additional AutocheX resources?
How can I contact AutocheX?
How are the interviews conducted?
AutocheX interviews customers by telephone. Phone surveys have the highest response rate among all methods of data collection and yield immediate results. We conduct most interviews Monday through Friday between 4:00 p.m. and 9:00 p.m. local time, and Saturdays from noon to 6:00 p.m. Some programs include calls on Sundays.
Who do you interview?
We call the customer at the phone number provided in the customer information file (we refer to this information as “sample”). If that person is not available, we will ask the person who answers the phone if they were involved in the repair process. If they were, we will complete the interview with that person. We believe that a household member who is not comfortable answering questions will simply decline to take the survey. We don’t pressure anyone. At the end of each survey, we will note the name of person with whom we spoke.
What if you can’t reach my customer?
We will make several attempts to reach each of your customers. If we reach an answering machine or busy signal, we will try again later. If we reach someone who is not available to talk to us at the time we call, we will schedule a time to call them back. If we speak to someone and they tell us they don’t want to take the survey, or if there is a language barrier that prevents us from collecting accurate data, we will not call them back.
On average, we will be able to complete surveys with 40% to 50% of your usable sample records. This may vary slightly from month to month, but over a period of three or four months you should expect 40% or better, depending on the volume of sample we receive.
How long is the interview?
The survey questions vary by program, but generally the interviews take three to five minutes to complete.
What questions will you ask my customers?
Our telephone agents ask questions that have been developed over time and are proven to reveal a vehicle owner’s satisfaction level with all key areas of your processes. Survey questionnaires for insurance carrier-sponsored CSI programs are usually customized to fit carrier program specifications.
How will I know if a customer is unhappy?
If we complete an interview and the person responds negatively to specific key questions, we will e-mail you a Customer Alert that includes a copy of the survey. Typically for these key questions, a score of less than 8 on a 10-point scale, or a “No” response to a Yes/No question, is considered negative. Customer Alerts are usually sent the next business day after the interview is completed.
When will I be able to see the details of all my customer interviews?
In most cases, the details of every survey we complete for you will be available on our AutoView Web site the second business day after the interview is completed. Records marked with a red flag indicate that a Customer Alert was generated. More detailed information about viewing surveys on the Web is provided in the AutoView Guide for Shops.
How soon after the repair will AutocheX talk to my customers?
This varies by program. We conduct as many interviews as possible within the first few weeks after the repair is completed. Sometimes, in order to reach the maximum number of customers, we must call people back multiple times over the course of several weeks.
Why might my AutocheX results differ from what the customer told me?
It’s possible the customer feels uncomfortable being called by the shop after having given negative feedback in the survey. In some cases, customers give the shop different answers than they gave AutocheX during the interview. Through years of experience, we have found that customers feel more comfortable expressing their true opinion to an independent third party, especially if there was a problem of any kind. Our call center interviewers are closely monitored to ensure that they collect data correctly and accurately. The information we provide to shops has been verified as accurate and reflects what the customer told us during the interview.
How will AutocheX receive my customer information?
There are a few different ways that AutocheX receives customer information (“sample”). If you participate in an insurance carrier-sponsored program, in most cases the insurance carrier will provide your sample records for you. If you are measuring customer satisfaction independent of an insurance carrier, you will provide your own sample records directly to AutocheX on a weekly basis.
How do you keep my customer information secure?
All data processed by AutocheX is protected under Mitchell International’s infrastructure and strict security procedures to ensure the safekeeping and confidentiality of all customer information. Data submitted to AutocheX may be used internally to generate industry benchmarking information, but we never share your personally identifiable information with other organizations. Specific information pertaining to the shop, insurance carrier, insured, or claimant is kept in strict confidence.
Mitchell supports a number of tools to guarantee the security of data being passed to and from our clients. Intrusion Detection System (IDS) monitoring is active 24/7 within Mitchell’s network, and AutocheX’s online systems have built-in authentication protocols using both a UserID and password.
In addition, AutocheX and its call center partners each have systems and processes in place to secure all data and reduce the risk of any data loss and service disruption in the event of a disaster.
What quality assurance measures do you have in place?
Quality is the most important aspect of data collection. AutocheX partners with professional market research firms to complete the telephone interviews. They have the expertise, specialized equipment, and processes to handle a large volume of calls while maintaining quality and validity of survey responses.
Our Quality Assurance program begins with a thorough hiring and training process. Our call center partners hire only the most qualified applicants and provide in-depth training on an ongoing basis.
AutocheX uses anonymous live monitoring, data validation, and data-entry validation to help ensure our stringent quality standards are being met. During each monitoring session, phone agents are rated against several criteria and must meet minimum scoring goals to continue. Our data collection procedures ensure consistency while offering flexibility to meet our clients’ specific needs.
How often will I receive reports?
Monthly reports are generally run by the 10th business day of each month. The reports cover any interviews completed during the previous calendar month. You will be able to access the reports 24/7 on the AutoView Web site. If you belong to more than one AutocheX CSI program, you can use the same login information to view the reports for your individual programs. When you log in to AutoView, you will select the program of choice from the drop-down list. Please refer to the AutoView Guide for Shops for additional information.
If I belong to multiple CSI programs, can I see all my results in one report?
All your reports will be accessible from the AutoView Web site. However, if you participate in more than one CSI program, you will view reports for each program separately. We cannot provide one report that covers all programs because each program has its own unique set of questions, reporting structure, sample management etc.
How will I get my log-in information?
AutocheX will provide you with a unique Organization ID (Org ID), User ID, and password. You should change your password as soon as possible. The Org ID and User ID cannot be modified. If you lose or forget your log-in information, please e-mail the customer service group: csipassword@mitchell.com. We will resend your log-in information ONLY to the e-mail address we have on file. For security reasons we cannot provide this information over the phone.
What is the cost?
Because most CSI programs are customized for each client, pricing is based on the specifications of the program. More information about pricing is available by calling
800-238-9111 ext. 8508.
Where can I find additional AutocheX resources?
Additional AutocheX resources may be found in the Support Center on the Mitchell International Web site (Select: Product – AutocheX).
How can I contact AutocheX?
If you have general questions regarding the AutocheX service, please contact the AutocheX customer service group by e-mail: acxcustsvc@mitchell.com or telephone: 800-922-5129. AutocheX Customer Service is available Monday through Friday from 7:00 a.m. to 4:00 p.m.
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