On Time, Clean and Tidy, Polite Staff, Great Communication = A Happy Owner
Below Average Severity (Cost) = A Happy Bill Payer
Efficient Repairs and a Good Profit Margin = A Happy Operations Manager
10s All Around!
Is the Car Safe and Next Accident Ready? We Don’t Actually Measure that One
This site was started in July of this year based on the theme of vehicle owners being left out of the discussion of how their cars would be repaired now and in the near future. Very rapidly changing repair requirements were colliding with very entrenched out-of-date cultures within both the repair and insurance sides of the industry
What is Being Measured ?
One hot topic of the past few months has been the measurement of results, commonly referred to in the collision repair industry as Key Performance Indicators (KPIs.) In the insurer repairer world, the relationship is based almost completely on these numbers with the most important being customer satisfaction and anything that affects cost.
This July ,2016 article by John Huetter in RDN includes a very interesting video link that has since resurfaced in a number of other articles. Going back to my irreverent heading for this post ‘10s all around’ but something was definitely not right.
Who is Measuring Quality?
Quality of repair scores are based on the vehicle owner’s response. The problem is that the vehicle owner is not qualified to answer questions about safe and correct repairs. They only see the clean shiny painted result and have no way of knowing how the structural repairs, which are not easily visible in the completed vehicle, were done. They also do not realize that their car is being repaired in an unregulated environment with many different participants looking for a profit
Repairs will not get less complex and the answer will not be for consumers to become educated about the technical aspects of vehicle repair. The industry will have to mature to the point where the ability to perform safe repairs on modern vehicles becomes the minimum entry point for participants.
Finishing with my constant theme. We will get there but we are not there yet