Study: Lack of Customer Trust, Satisfaction Plaguing Collision Repairers


July 29, 2014—A lack of trust and customer satisfaction is plaguing the collision repair and insurance industries, according to a recently released study by AudaExplore, an industry data and technology solutions provider.

The study, Insight on the Collision Repair Experience, showed that 48 percent of the more than 1,000 U.S. adults surveyed believe that repair shops sometimes, rarely or never provide great customer service and that consumers trust other professions more than collision repair technicians.

“With increased competition, employee turnover, evolving vehicles, digitally empowered consumers and endless streams of data, the relationship between customers and companies has changed dramatically,”  Adam Vasquez, VP of marketing at AudaExplore, said. “We are living in the Era of Disruption, and providing a great customer experience is more important than ever. In this new era, it’s not just about the number of shops or the size of your network; it’s about building trust with constant communication and transparency throughout the repair process.”

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