Thousands of Auto Owners Monitoring Vehicle Repairs Online

Customers want to check repair progress online, survey says

COLUMBUS, Ohio, Dec. 12 /PRNewswire/ -- New technology has allowed thousands of car owners to keep an eye on their "babies" while they're being repaired and may even lessen the number of times the customer needs to visit the shop. More than 22,300 automobile owners are monitoring their damaged vehicle repairs online through Nationwide AutoWatch -- a cutting edge, Internet-based software tool offered by Nationwide Insurance.

"Vehicle owners feel very strongly about their cars and they want to know what's happening while their cars are in the shop," said Terry Fortner, Nationwide associate vice president of claims. "This unique web-based service allows policyholders to log on at their leisure and monitor their vehicle at different points during the repair process."

A recent survey conducted for Nationwide by Taylor Nelson Sofres PLC (TNS), a leading market research and information group, found that more than 50 percent of respondents would be likely to visit a Web site to check on their vehicles' repair progress. Additionally, 72 percent of respondents said if visual updates of the repairs were available online the shop would be more accountable.

"Actual customer experience backs up the research," Fortner said. "Customers who use the AutoWatch service are more likely to say they are better informed about the repair process and were more likely to have their repaired vehicle returned on time."

Nationwide's customer experience data shows that customers who used AutoWatch during the past six months had a 12 percent higher rate of satisfaction in the way they were kept informed about their vehicle's progress in the repair shop than those who didn't use AutoWatch. AutoWatch users also had a 23 percent higher rate of satisfaction when it came to the timely delivery of their repairs, than those who didn't use AutoWatch.

"We designed Nationwide AutoWatch with the customer in mind," said Fortner. "Our goal is to make vehicle repairs as painless as possible by providing our customers with up-to-date, accurate vehicle repair information on their time. Nationwide's decision to offer Nationwide AutoWatch demonstrates a true commitment to the needs and concerns of our valued customers."

The AutoWatch link is fully integrated with Nationwide's existing Web site and can be easily found by logging onto Nationwide's homepage: www.NationwideAutowatch.com. The service is free to all customers who select a participating Blue Ribbon Repair Facility.

The Nationwide AutoWatch site provides simple access and easy to understand captions explaining progress on the repairs with regularly updated digital photos of the vehicle throughout the repair process. In addition, Nationwide AutoWatch provides customers vehicle repair information as well as an e-mail platform through which customers may communicate with the repair facility and their Nationwide/Allied representative.

AutoWatch could also lead to faster repairs and benefit body shops by reducing the time employees have to spend answering customer calls. Nearly half of survey respondents thought an online monitoring tool would decrease the number of calls to the body shop.

Nationwide, based in Columbus, Ohio, is one of the largest diversified insurance and financial services organizations in the world, with more than $157 billion in assets. Nationwide ranks 99th on the Fortune 500 list. The company provides a full range of insurance and financial services, including auto, homeowners, life, health, commercial insurance, administrative services, annuities, mutual funds, pensions and long-term savings plans. For more information, visit www.nationwide.com.

Contacts:
Elizabeth Stelzer
(614) 249-1025
stelzee@nationwide.com


Publish Date: Dec 12, 2006

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"We are so excited to see each photo progress picture. Communication is great."

Linda B

Nov 26, 2018

"Thank you for the picture updates - a great help for me knowing what is going on."

Todd P

Oct 04, 2018

"I really appreciate the commucation that I've been receiving about my truck."

Maggie D

Sep 03, 2018

"You guys are great. I love the daily updates you give me, and photos of the car. I'll never have another shop work on any of my cars again. You guys..."

Debra H

Aug 20, 2018

"Fantastic job of communicating while the work is in progress. Didn't have to make a single call. I am impressed with the efficiency!"

Richard A

Aug 14, 2018

"The photos of what is happening is also great. We never saw this kind of service before."

Ed S

Jun 26, 2018

"This was the best. kept me inform of the repair by email me pictures. wow!"

Rom B

Sep 24, 2017

"I really like your Auto Watch site."

Dennis W

Sep 16, 2017

"Really appreciate the updates and photos!"

Barbara A

Sep 16, 2017

"Thanks"

AutoWatch User

Sep 13, 2017

"I really like this website informing me of the repairs"

Carol C

Sep 10, 2017

"I really liked the pictures of progress sent to me!"

Anthony P

Sep 10, 2017

"Pretty great to watch how quickly it gets done. "

Angela D

Sep 10, 2017

"This has been the most helpful, informative and respectful interaction I have ever had. Thanks for updates and time provided for my concerns/requests."

Debbie S

Sep 10, 2017

"Cool update service with texts, emails, and pictures!"

James S

Sep 09, 2017

"This has been a wonderful experience. I get updates from both nationwide and the body shop, I even got pictures during the process. I loved it, thank..."

Michele G

Sep 09, 2016

"I like how they text every day to till me how my car is doing."

Byron H

Sep 08, 2016

"Enjoy being able to see pictures of the work daily."

Gloria H

Sep 08, 2016

"Love the updates on the car and text messages to let me know where I stand."

Barbara L

Sep 07, 2016

"Fun to see pictures"

Timothy B

Sep 06, 2016

"Loved the photo updates, that was over the top service! "

Rebecca L

Sep 05, 2016

"I really appreciate and respect the photo updates shows a tremendous amount of respect and appreciation for the owner."

Blanca B

Sep 03, 2016

"I love how you send me updated photos as well as emails about my vehicle never had such great service before"

Samorn O

Sep 03, 2016

"This is the best customer service I have experieced in a very long time....THANK YOU."

Shari H

Sep 03, 2016

"Great way to keep your customer informed with pictures and progress."

Gabriel O

Sep 01, 2016

"I really like this service and seeing where my car is in the repair process."

Melissa D

Sep 01, 2016

"The AutoWatch picture updates are great in letting me see what is actually being done to repair my vehicle. Very nice touch in improving customer..."

Chelsea V

Sep 01, 2016

"I really like the AutoWatch feature."

Brandon C

Aug 27, 2016

"Like that they keep me updated everyday"

Michael H

Aug 27, 2016

"I enjoy being able to see the progress of the repair through status and picture updates. The kids love it too!"

Heather S

Aug 26, 2016

"kept me updated with pictures, that was very awesome and helpful."

Louetta F.

Aug 07, 2016

"The updated pictures are a nice feature."

Russ C

Aug 20, 2015

"I love the fact I get updates on my trucks progress."

Misty W

Aug 20, 2015

"Keeping me very informed so far."

Bowen G

Aug 19, 2015

"I like the progress pics. Thx."

Daniel G

Aug 19, 2015

"I am very impressed with the level of service I'm receiving and I love the photo updates. I will definitely recommend that my colleagues, family, and..."

Robert W

Aug 14, 2015

"It's been really great. I really appreciate the texts and emails I receive daily with pictures of what stage in the repair process my car is in...."

John Z

Aug 14, 2015

"Seeing my car as it is fixed is a great new experience. Plus you have been wonderful on communication."

Debra R

Aug 14, 2015

"Been away while repairs are being completed and you have done get job keeping me informed of repairs."

Vicki L

Aug 14, 2015

"Love the pictures!"

Susan T

Aug 08, 2015

"So far, not one bit of stress. I like the picture updates."

Rodney W

Aug 08, 2015

"This is online service is a great way to keep up with everything that is going on with my vehicle. Fortunately I haven't had much experience with..."

Curtis S

Aug 07, 2015

"with the photos you knew that you were getting full time attention to your repair job."

Walter M

Aug 07, 2015

"I like having the pictures sent showing progress on the work being performed. Nice added touch."

James M

Aug 07, 2015

"I really like the mobil updates on the status of my car."

Charles H

Jun 29, 2015

"I appreciate these updates very much."

Judy R

Jun 26, 2015

"I think it's a great idea to see the progress of your vehicle."

Cindy W

Jun 25, 2015

"I like the nationwideautowatch site, nice and easy to use. Thank you for the pics, very interesting."

Marcus H

Jun 25, 2015

"I will also recommend this auto shop and their daily photo updates via email and text messages shows that they care as well about the overall..."

Omar A

May 06, 2015

"Great initiave - an excellent way to keep customers updated!"

Wess

May 06, 2015