Evaluating performance at a customer level can give valuable insight into the success of individual relationships. If a performance in a customer relationship is not on the positive side of benchmarks – improvements may be achieved by employing different relationship techniques. Or it may be that the relationship will perform below one or more benchmarks due to circumstances that can’t be influenced by the shop. Following are performance indicators that can be employed at the individual customer level:
- Quote Capture Rating – The percentage of quotes that turn into actual orders is a significant measure of the relationship with a customer. The quote capture rating should be measured against benchmarks such as shop average to determine the customers rating in this area.
- Recommendation Capture Rating – Measuring the percentage of recommendations that turn into sold services is an important measure of customer relations. Comparing this indicator to benchmarks will provide an important measurement of customer relationship success.
- Profitability – Profit margins on labor, parts, tires and total RO are important measures of success. Whether or not these indicators are above or below benchmark values will depict the success of any customer relationship.
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