Lynx Services Amends Contract Services Agreement
September 7, 2012
by Casey Neeley, firstname.lastname@example.org
Pittsburgh-based Lynx Services will amend its contract services
agreement effective September 12. The most notable addition to the
agreement is the availability of online scorecard access for shops.
These scorecards will provide auto glass shops with performance
records based on a variety of factors called Key Performance Indicators
KPIs will include a Customer Service Index (CSI) and Warranty Frequency/Performance.
Lynx officials claim CSI scoring will be based on customer surveys
gathered from more than 50 percent of the claim services Lynx dispatches
in auto glass. Likewise, warranty scores will be based on the total
number of customer warranty complaints from dispatched work when
compared to the total number of claims invoiced during the same
evaluation period. Scoring based on these KPIs will help shops achieve
the distinguished performer designation. This scoring will be available
on Lynxs's Metryx database.
In a statement, Lynx officials say, "The performance of any
one company may change over time. For example, today's distinguished
performer may not sustain a distinguished level of performance or
commitment to customers. Likewise, program participants may improve
their results over time, qualifying them for the distinguished performer
designation. In short, the distinguished performer designation is
one that must be continually demonstrated."
"The model has been in the market now for quite some time;
we are simply extending the benefits of that model," says Chris
Umble, vice president of strategic initiatives for Lynx, in an interview
with AGRR magazine/glassbytes.com. "We will
always continue to honor customer choice; when the customer asks
for assistance in the recommendation of a shop we are able to offer
a shop that's best in class. What it does is reward with opportunity
of referral the companies that have invested in training to earn
that best in class performance."
According to Umble, the new program offers incentives for distinguished
"[The program] intention is to provide a constant motivation
for shops to focus on the customer and best in class practices,"
says Umble. "One of the questions that we have had posed [to
us] is why should I invest in the AGRSS standard; they haven't necessarily
seen a return on that investment. This is an answer to that. This
says if you are a best in class provider, you will have more opportunity
for referral. We believe that's healthy for the industry and positive
for customers. Therefore it was believed it is for the general best
interest of the industry and public."
A letter from Paul McFarland, director of programs administration
for Lynx, dated August 29, states, "distinguished performer
participant names will be featured when a customer requests help
identifying a glass service provider. All Lynx Services participants
are eligible to achieve distinguished performer designation through
consistent performance to KPI standards."
Shops will be evaluated quarterly, allowing for improvement of scores.
Assessment periods will last for two consecutive calendar quarters;
at this time, companies may receive a potential change to the distinguished
Repair shops will see a different effect from the change.
According to company officials, "The repair only participants
in the Lynx Services participants glass program will continue to
be measured in a very similar manner to replacement companies. For
repairs, performance statistics will continue to emphasize the rate
at which a repair company minimizes conversion of repair dispatches
to replacements. Although the logic is in place, the repair KPI
results will not be made available online to be viewed by participants."
What do you think of the changes to Lynx Services' contract agreement?
E-mail Casey Neeley at email@example.com
with your thoughts.
This story is an original story by AGRR™ magazine/glassBYTEs.com™. Subscribe to AGRR™ Magazine.
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