5 Key Metrics Collision Repair Shops Should Track for Success

Running a collision repair shop requires a strategic approach encompassing several key metrics. From customer satisfaction to employee productivity, understanding and tracking core metrics can help drive profitability and achieve success. Discover how these five most important metrics can provide a clear picture of your business, allowing you to make informed decisions.

1. Customer Satisfaction

Monitoring customer satisfaction (CSAT) scores allows you to see how well you meet customer expectations. One simple way to measure your CSAT score is through customer feedback surveys. Based on the survey responses and CSAT score, you can make necessary adjustments such as implementing a more transparent repair process and training staff to enhance their customer service skills. 

2. Repair Turnaround Time

The average turnaround time measures the time it takes to complete a repair job. Calculated by dividing total labor hours by the number of days it takes to complete a repair order, this metric provides important information about your operational efficiency. Comparing similar repair orders can help reduce the repair turnaround time to enhance customer satisfaction and improve operational efficiency. 

3. Revenue Growth

Tracking shop revenue growth is the first step in understanding how your business is doing financially. You can use this data to track technician performance by evaluating how much each technician is bringing in. You can also use this metric to benchmark against industry standards and competitors to identify possible areas for improvement.

4. Average Repair Order (ARO)

The average repair order (ARO) evaluates the amount of money that each repair order brings in. Calculated by dividing total revenue in a given period by the number of repairs, ARO is a critical metric that can be used to evaluate performance and identify trends in profitability. Using this metric can help you evaluate your strategy and understand which jobs to prioritize to maximize ARO, and in turn, boost net profit.

5. Employee Productivity

Employee productivity tracks how much time your technicians spend working on vehicles relative to the number of hours clocked. This metric allows you to see how well your employees are utilizing their skills to complete repairs. For instance, employees who are taking longer than others to complete similar repairs might need training. On the other hand, recognizing and rewarding high-performing employees can boost morale, leading to increased efficiency and faster turnaround times.

How Collision Resources Can Help Track Key Metrics 

Regularly monitoring the above key metrics can help identify areas that need improvement. With a well-designed business strategy, you could be well on your way to making strategic decisions that drive profitability.

Not sure where to start? At Collision Resources, our body shop consultants can help review your business, track metrics, and plan for a better tomorrow. Contact us today to learn more about tracking these key metrics, how to automate the process, and more.