Capital S.M.A.R.T. Repairs
Capital S.M.A.R.T. uses customer feedback to proactively resolve issues, strengthen insurer CSI and create a more consistent customer experience nationwide.
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Automotive Repair
4.1 → 4.7
Google Rating
9.1 / 10
Average Customer Survey Index
Table of Contents
Company Snapshot
Capital SMART Repairs is an accident repair network specialising in high-quality repairs for driveable vehicles. The company operates more than 60 locations across Australia and New Zealand, providing services including panel and bumper repairs, paint and refinishing, dent and scratch repairs, ADAS calibration, hail damage repairs, and EV and hybrid repairs. Capital SMART partners with major insurers including AAMI, GIO, Apia, Shannons, Vero, Bingle and Suncorp Car Insurance.
Feedback without the detail to act on
Capital S.M.A.R.T. Repairs is a national motor vehicle repairer with 64 sites across Australia and New Zealand, working primarily with insurer Suncorp. Before Birdeye, customer service, complaints, social, and review workflows were managed across separate systems, with other information tracked manually in spreadsheets.
Customer feedback presented a further challenge. Suncorp's Voice of Customer survey measured performance against contractual targets; however, due to privacy requirements, the underlying customer verbatims could not be shared with Capital S.M.A.R.T. Repairs, which we understood and respected. The team therefore had visibility of performance against target, but limited access to the qualitative insight required to identify specific customer drivers and improvement opportunities. Because repair work was largely referred through the insurer relationship, Google reviews had historically been a lower priority. Before Birdeye, the national Google rating was 4.1
An internal survey program with more control
With Birdeye, Capital S.M.A.R.T. runs its own internal survey program, giving the team control over when surveys are sent, how they’re distributed, and what questions are asked. Surveys capture a 1 to 10 satisfaction score alongside open-ended feedback, with a Google review link giving customers an easy way to share their experience publicly. The team can also update the survey as its needs evolve, rather than relying solely on the insurer’s periodic survey.
Feedback flows into a structured reporting process, including automated weekly reports for regional customer care leaders, monthly meetings to discuss key themes and wins, and a standing weekly operations meeting with State Operations Managers. Regional customer care leaders use those reports to identify opportunities and build site-specific action plans, while recurring issues can be escalated into broader process changes. With faster access to detailed feedback, the team can spot patterns and act on them quickly. For example, when sentiment and keyword analysis surfaced repeated complaints about vehicle cleanliness at handover, the team broke the feedback down by region and shared a simple visual snapshot with operations to help pinpoint where action was needed.
“Our operations teams respond best to concise, insight-led reporting. By using sentiment and keyword analysis to isolate recurring themes, we were able to provide a clear view of the issue, support targeted operational action and accelerate the translation of customer feedback into practical improvement activity.”
Dannielle King
National Customer Service ManagerKey Takeaways
Key Takeaways
- Capital S.M.A.R.T.’s insurer CSI is now at its strongest level in company history. Dannielle attributes that improvement in part to identifying and addressing customer issues before Suncorp’s own VoC survey reaches those customers X work, alongside a broader move toward a unified, app-based customer experience in 2027.
- Automated weekly regional reports, monthly leadership meetings, and a standing operations sync keep customer care and operations teams aligned on feedback and action.
- Birdeye's sentiment and keyword analysis surfaced vehicle cleanliness at handover as a recurring issue. The team used the underlying feedback to create a standardized national checklist and signage across every wash bay.
- Capital S.M.A.R.T. Repairs is exploring Birdeye's broader AI agent capabilities to automate more CX work, alongside a broader move toward a unified, app-based customer experience in 2027.
"Birdeye has become a highly valuable capability within our customer experience strategy. It has strengthened how we capture, analyse and operationalise customer feedback, and has been instrumental in embedding a proactive, data-led approach to service delivery across the business."
Dannielle King
National Customer Service Manager
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