A LOCAL performance improvement specialist has been commissioned to monitor customer service levels at Kwik-Fit.
Douglas Stafford, which is based at 1000 Lakeside in North Harbour, will visit each of the tyre fitting firm’s 613 service centres with hidden video cameras to see how the staff perform.
The company will then review the results and report on Kwik-Fit staff performance.
David White, customer services director at Kwik-Fit, said: ‘We were impressed by Douglas Stafford’s attention to detail and worked closely with them during the planning stage.
‘They quickly grasped an understanding of our business and business needs.’
Ben Sergeant, operations director at Douglas Stafford, added: ‘The programme we have designed will help Kwik-Fit focus on their performance.’