Does being associated with direct repair programs have a negative effect on customers?
FenderBender’s 2016 KPI Survey largely suggests no, judging by the number of independent, single-location DRP shops (which made up the majority of the survey’s respondents) that claim high CSI and net promoter scores.
A theme at the conference was for Abra, CARSTAR, and Fix Auto USA stakeholders to use technology to improve the customer experience and reduce the strain on estimators.
