One Track(ing) Mind

CUSTOMER FIRST

The Customer Satisfaction Index (CSI) scores of Schoonover Bodyworks reflect its white-hot focus on the customer. For the year 2003, both locations averaged an approval rating of more than 99 percent.

The systematic tracking of customer satisfaction began at Schoonover when the practice was more of an exception than a rule-one more tradition for a business steeped in them. The shop has performed phone follow-up and collected customer feedback cards as long as Mike Schoonover can remember. Since the turn of the 1990s, it has used an outside source for CSI.

Using a third-party for CSI measurement lends an air of objectivity to positive results and …