Data from the 2020 FenderBender Industry Survey shows that an increasing amount of shops neglect to track their Net Promoter Score (the percentage of customers that would recommend your business to others). Currently, over one-fifth (21 percent) of shops don’t track NPS, up from 13 percent two years ago.
Survey statistics suggest, however, that tracking your shop’s NPS score is rather valuable. After all, the shops that are aware of their NPS tend to have higher annual revenues, for one thing. Here’s a look at how tracking NPS impacts various performance metrics.
The collision repair industry is at a crossroads. As vehicle safety and performance improves, the business landscape reshapes to favor well-capitalized players.
June 20, 2025
Illustration by Jay Sicht/Adobe Stock 536316743, 787673151
The facility in Sparta, Michigan, received a complete teardown and rebuild of the front office, new paint area, three overhead doors providing exterior access, and a new internal...
