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CIECA Webinar: New Study Identifies Key Drivers of Customer Satisfaction and Retention in the Auto Claims and Repair Process

December 5 @ 2:00 PM - 3:00 PM EST

Free
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The Collision Industry Electronic Commerce Association (CIECA) announced that the next CIECA Webinar will be held on Thursday, December 5 at 11 am PST/1 pm CST/2 pm EST: “New Study Identifies Key Drivers of Customer Satisfaction and Retention in the Auto Claims and Repair Process.” The one-hour live broadcast will feature Maryling Yu, vice president of marketing at CCC Intelligent Solutions (CCC), a leading cloud platform powering the P&C insurance economy.

In October, CCC released the findings from its Moments of Truth study, identifying the key drivers of customer satisfaction and retention in the auto claims and repair process. The study, based on data from 2,400 policyholders who participated in the research, examined nearly 50 moments in the auto claims and repair process.

“Moments of Truth are critical points in the customer journey that have a significant impact on satisfaction and loyalty,” explained Yu. “CCC’s recent study reveals that consumer satisfaction with insurers and repairers in a claims experience is closely linked, and that their collaboration plays a pivotal role in each other’s satisfaction scores.”

During the webinar, attendees will learn more about the findings, including the top three takeaways from the study for repairers:

• Transparency Over Speed: A transparent, detailed explanation of repair needs was the top moment of truth influencing repair satisfaction, outweighing the speed of repairs.

• External Factors: Satisfaction is influenced by factors outside repairers’ control, such as whether the insurer provides clear communications about the claims process, as well as a satisfying initial contact after the accident.

• Frequency of contact being “just right” is key: 88% of respondents wanted at least weekly updates, with nearly half expecting communication every 2-3 days.

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