Productivity & Efficiency Monitored
The level of productivity recorded by our servicing units define the success of the store, as well as Performance Automotive future performance and success. The metrics outlined below have been set to give Management a
better understanding of our performance,
identify and convert more sales opportunities,
identify points where we need to continue to raise the bar on providing excellent customer experience
maximize the potential of our service teams
Our Monitoring Metrics
Sales conversions: This measures the amount of labour sales revenue generated on average for each chargeable employee. It also measures the amount of labour gross profit generated on average for each chargeable employee against work invoiced.
Customer satisfaction: Customers that feel involved in each step of the sales process are more likely to return to our workshop in the future, and recommend Performance Automotive to others. We have several means set in place around the facility to capture our customer's opinions.
Customer retention: To record customer retention at Performance Automotive, we will periodically review each customer's repair history on record. This will give us an opportunity to review our past performance, past customer repair issues and identify areas of improvement for the team.
Workshop productivity: How productive is our service team? How long does it take for our technicians to complete a repair order? This metric enables Management look into customer repair order bookings, ensure the repair order bookings are serviced by technicians with the appropriate skill levels or if they require additional training, among other things. When this metric low, it can indicate for instance that the booking process may be ineffective and needs improvement.
Parts sales and upselling: This metric will measure what portion of the retail revenue is from parts sales against how many sales were as a result of upselling from the workshop. This also provides an indication of the level of cooperation between the parts and service teams to Management while highlighting areas where communication can be improved.