Keystone Automotive Concludes 2007 Customer Satisfaction Survey

POMONA, Calif. — Keystone Automotive Industries has released the results of the Fiscal Year 2007 Customer Satisfaction Survey, which revelas that Keystone’s combined satisfaction score was 96.3 percent, a slight increase from 2005’s score of 95.28 percent.

“For the past two years, we have received positive feedback from our customers,” says Keystone Vice President Christopher Northup. “It is critical to understand and fulfill our customers’ needs in order to maintain our standard of quality service and products.”

Keystone measures specific areas of operations including staff knowledge, communication, delivery service, paperwork, credits and returns, and problem resolution. When asked about satisfaction in core operations such as delivery, timeliness and knowledge, Keystone scored in the mid 90s. Respondents also ranked quality, price and service as the top three primary buying motivators. Nearly 72 percent of respondents, across all regions, indicated Keystone as their preferred choice for alternative parts.

A new component to the survey was a “Hot Sheet” service alert to maintain customer satisfaction. If an area of concern was expressed in the survey by a respondent, a hot sheet was triggered and sent directly to a Keystone general manager for immediate action and follow-up.

For more information, visit www.keystone-auto.com.