J.D. Power and Associates Study Reveals Sharp Decline in Auto Claims Satisfaction - BodyShop Business

J.D. Power and Associates Study Reveals Sharp Decline in Auto Claims Satisfaction

Approximately 47 percent of claimants delayed dropping off vehicle at body shop to wait for more convenient time; 20 percent indicated waiting for weekends or holidays.

Customer satisfaction with the auto claims experience declined for the first time in three calendar quarters, according to the recent J.D. Power and Associates 2012 U.S. Auto Claims Satisfaction Study.

"Forty-seven percent of claimants delayed dropping off their vehicle at
the body shop to wait for a more convenient time, and 20 percent
indicated waiting for weekends or holidays," said Jeremy Bowler, senior
director of the insurance practice at J.D. Power and Associates.
"However, these customers tend to also have lower satisfaction as a
result of having to wait an extra day and a half, on average, to get
their vehicle to the shop compared to results from the prior quarter. This suggests insurers need to do a better job of managing customer
expectations for claims processing and vehicle repair times."

Overall customer satisfaction declined 13 points to 842, the lowest satisfaction level in the past three calendar quarters. The largest driver of lower satisfaction scores is a 19-point decline in first notice of loss. Other key factors with significant declines are service interaction (-16 points); appraisal (-16 points); and the repair process (-15 points).

Overall, the claims repair cycle time increased nearly one full day to 15.8 days in the first quarter of 2012 from 15.0 days in the fourth quarter of 2011. Nearly one-half of the increase is attributed to customers waiting approximately one-half day longer to bring their vehicle to the body shop once the appraisal has been conducted. 


More information:

J.D. Power and Associates

You May Also Like

Spanesi Offers Technical Training at U.S. Headquarters

Spanesi announced it is offering training courses at its U.S. headquarters in Naperville, Ill., to provide collision repairers an opportunity to learn from their factory-trained individuals who deliver training across North America. Upcoming training dates are: In the Touch Measuring Course, which takes place from 8:30 a.m.-4:30 p.m., attendees will learn the core fundamentals required

Spanesi announced it is offering training courses at its U.S. headquarters in Naperville, Ill., to provide collision repairers an opportunity to learn from their factory-trained individuals who deliver training across North America.

Upcoming training dates are:

Touch Training Course - April 16-17, 2024

106 and Universal Jig Training  Course - April 18, 2024

RDA Welcomes Matthew’s Auto Supplies

RDA, the largest national group of independent refinish distributors in the nation, has welcomed Matthews Auto Supplies to their organization.

Honda Announces America’s First Production Plug-in Hydrogen Fuel Cell EV

Honda has unveiled America’s first production plug-in hydrogen fuel cell electric vehicle, the 2025 Honda CR-V e:FCEV.

ProColor Collision Rialto Owner Adds New Location in Fontana, Calif.

Fix Network announced that Eddy Samawi, co-owner of ProColor Collision Rialto, has opened a second location in Fontana, Calif.

Crash Champions Donates Vehicle to U.S. Air Force Veteran

Crash Champions recently joined with the NABC, Allstate, and local non-profit partners to change the life of a deserving single father and U.S. Air Force veteran.

Other Posts

GM Launches EV First Responder Training

New online content will help prepare first and second responders for emergency situations pertaining to electric vehicles.

Roy Rogers Body Shop: Established in 1954

Founder Rufus Elton “Roy” Rogers got his nickname from his wife in honor of Roy Rogers, the “King of Cowboys”.

CIF Announces BASF as Repeat Annual Donor

BASF has committed again to the CIF Annual Donor Program, marking their third consecutive donation at the Urgent Care tier.

Consolidator Report

Consolidation news from the week of Feb. 19.