Castle Coachworks pass the VW audit with flying colours. But why do manufacturer Audits matter?
Castle Coachworks are the authorised bodyshop for Tesla, Jaguar Land Rover, Mercedes Benz, and the Volkswagen Group for Northamptonshire and Milton Keynes. In order to retain this seal of approval, Castle Coachworks are obliged to take part in brand-specific audits from the respective manufacturers.
Having successfully passed our recent JLR and VW audits, General Manager Stuart White explains why they are important.
Why do brands audit?
Regular audits from our affiliated manufacturers ensure that we are fully brand aware and up to date with the latest knowledge, equipment, and skills to reinstate these vehicle back to their pre-accident condition. From the manufacturers’ perspective, they want to know that we understand that we form part of the brand aftercare services which can directly affect customer retention and even impact future sales.
How frequently are you audited and how long do they take?
Whilst this varies slightly from one brand to the next, we are usually audited every 12 months which makes sense if you consider that technology is ever-evolving. We need to be able to cater for the latest models entering the market. The audit takes place on a single day when a representative is sent across from the manufacturer’s bodyshop programme team.
What are you audited on?
Auditors are checking to see if correct repair methods and standards are being implemented across the site. They check everything from job cards, quality control sign-offs, tooling, workshop cleanliness, and that lighting which needs to register over a certain lux level. They want to see that our team are up to date with the latest training. In the most recent VW audit for example, they checked that our panel beaters have the specific qualifications and have attended the updates which take place roughly every 2 or 3 years depending on the brand. The VW auditor wanted to see that our spray painters are using the approved paint and processes. Our METS and front of house team all need to demonstrate that they have the minimum training and brand awareness. As the demand for EVs increases they also need to be equipped with the skills to supply this demand.
Another important part of the process is ensuring that our customers are happy with our services. They check our repair certificates and customer surveys. Once a repair is complete, all our customers receive an electronic survey which differs slightly from brand to brand. We have to hit a minimum net promoter score to pass. In the last three months, our rolling score for Volkswagen clients has been a high 92 points.
We also have to adhere to the brand guidelines from how we advertising our approvals on our website and on site to the content we share on social media channels.
How are you scored?
Audits are given a percentage. Naturally, there a minimum to pass mark and anything above is therefore reflective of how well you are doing. In our latest Volkswagen audit we received an impressive 98% score.
Can you fail an audit?
When you receive your results any advisories or failures are submitted at this point. We haven’t failed an audit yet and do not intend to. This year also marks 20 year anniversary of our VW approval, which is something certainly worth taking into consideration when choosing where your VW is repaired.
Find out more about our approved manufacturers and get a free repair estimate online today.