How does the network deliver such consistently high standards?

To become a full member of the HMC network a repairer must pass the rigorous selection process and sign a license committing them to maintain specific levels of service.

These service levels set minimum acceptable standards for:

Customer Service:-

                        speed of service, customer concern resolution, customer satisfaction rating.

 

Technical Competence (Workshop):-

                        quality of workmanship, % fault rectification, training and development.

 

Technical Competence (Business):-

                        business health check, business skills, value for money index.

 

Standard of Facilities:-

                        workshop facilities, customer facilities, business facilities.

Monitoring our licensees performance helps us to identify any strengths or weaknesses in their business. Our "Licensee Development Team" then work with repairers to help them capture positive processes and share the secrets of their strengths.

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