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Hi! This is Katrina speaking again Today I would like to tell you something about customer satisfaction How to increase it through high quality work and at the same time how increase your repair shop profitablitlity by reducing the rate of repeat repairs. The customer satisfaction indicates how satisfied your customer was with his last repair shop visit , according to a scale from one to five stars. If you would like to improve your customer satisfaction, I would recommend the following steps: First, you should introduce a quality check into your everyday working life, done by a dedicated quality manager who closely checks the documentation and work of your staff. Second, you should define the scope of your responsibility and role of the quality manager. Third, you should clarify the interfaces between all parties involved. And last , but not least you should measure your success for example by the rate of repeat repairs. Now. I wish you much, much success and am happy to present to you next time another interesting topic. Bye!