Get Spiffy, Inc., an on-demand car care, technology, and services company, introduced Easy Tread, a new solution designed to enhance transparency and trust in auto servicing by providing hyper-detailed, visual tire diagnostics.
The introduction corresponds with evolving customer expectations for more visual communication in auto repairs, as highlighted in the J.D. Power 2022 U.S. Customer Service Index (CSI) Study. The study underscores the importance of visual confirmation in fostering trust between service providers and customers.
Notably, the study found that customers who receive photo or video updates are three times more likely to approve recommended work. Furthermore, these practices contribute to a significant trust increase, with dealerships scoring higher than those who skip this visual communication step.
"Integrating visual elements into service recommendations is no longer optional," said Scot Wingo, Spiffy CEO. "With Easy Tread, we're not just telling customers what’s going on with their tires; we're showing them. This level of transparency is revolutionizing the customer experience, fostering a higher level of trust and satisfaction."
What is Easy Tread?
Easy Tread epitomizes this visual communication strategy. The proprietary device expedites tire inspections, providing automotive technicians with the ability to capture detailed images of each tire using a tablet connected to a precision-stabilized camera. Instead of measuring tire tread depth and wear in a few points on a tire as is common with traditional measurement techniques, Easy Tread captures over 500,000 data points, creating a ‘mesh’ of data over a 4”x10” rectangular area.
These images, accurate to approximately 0.25 millimeter with resolution to 0.01mm, are compiled by vehicle, and can be delivered digitally, giving the customer the most data about their vehicle tires they have ever received in a comprehensive visual report that they can trust and easily understand. This initiative builds on the findings that quick, visually detailed services significantly enhance customer satisfaction, especially in tire services.
By focusing on these elements, Spiffy is poised to not only meet but exceed customer expectations, setting a new standard in automotive care and preventative maintenance.
"In our continuous dialogue with partners in the tire industry, a recurring theme has been the challenge of consumer trust. Our partners expressed that customers often encounter skepticism when it comes to service recommendations, creating a gap that needed to be bridged," shared Ryan Eade, CTO of Spiffy. "This feedback was the catalyst behind Easy Tread. We recognized the necessity for a tool that wouldn't just tell, but show the real-time status of tire health, providing undeniable evidence of the need for service. It's about bringing honesty and clarity to a process that was previously viewed with doubt, ensuring customers feel confident in the decisions they're making for their vehicle's welfare. With Easy Tread, we're not just offering a service; we're fortifying trust between auto service providers and the people they serve."
Significantly, even when the diagnostic report indicates no immediate need for new tires, the visual evidence provided helps customers anticipate future needs. This foresight not only ensures continued driving safety but also fortifies customer relations. Repair shops can leverage this data to schedule timely reminders, ensuring customers remain apprised of their tire health, thereby securing future sales while emphasizing preventative safety.
Easy Tread is currently in an advanced stage of beta testing, being put to the test by Spiffy's extensive network of more than 600 technicians, who collectively deliver around 3,000 automotive services daily, providing invaluable feedback and performance data to optimize the device before its full market introduction. The nationwide rollout of Easy Tread is set for 2024, promising to make tire maintenance and overall auto care a more reliable, transparent, and trustworthy process for consumers everywhere.