At CARSTAR we have identified Store Performance as key to our business model.

Today we are actively measuring severity, cycle time and consumer satisfaction index, and in the future we will focus on measuring and improving the performance of repair vs. replace and O.E.M. parts usage as we grow our store performance model.

We have invested in advanced appraisal software data from two of the leading software suppliers in Canada, and are continually developing systems and initiatives to delve deeper into performance metrics that matter most to our insurance partners.

The following are just a few of our ongoing performance management initiatives:

• CBIS – CARSTAR Business Improvement Sessions
• CQS – CARSTAR Quality System
• CSI – Customer Service Index Cards Online: customers will have the option to fill out their CSI online. This will provide us with instant customer feedback and allow us to better meet the needs of our customers in a timely manner.