OEM research shows that the collision repair experience has one of the strongest impacts on long‑term customer satisfaction, and yet few fully understand how to activate this opportunity.¹ 

Too often, OEMs focus on controlling quality through procedures and position statements. While necessary, these efforts do not address the consumer’s emotional and financial experience. 

A better approach begins before the accident happens. 

The Three Drivers of Consumer Decisions  

As outlined previously, consumers make decisions based on: 

• Emotional: How does the decision make me feel? 

• Logical: Does it make sense? 

• Financial: What does it cost me?² 

When an accident occurs, the consumer is suddenly confronted with multiple financial questions: 

• What do I do? 

• Who do I trust? 

• What will it cost me? 

• Do I have sufficient rental coverage? 

• Can I cover my deductible? 

• What additional costs will I owe? 

• How much did the accident diminish my vehicle’s value? 

• What happens if the vehicle is a total loss and I owe more than it’s worth?³ 

These moments create defection — unless we intervene earlier. 

A Better Way: Pre‑Accident Preparation  

Collision repair centers, OEMs, and dealers can work together to provide: 

• Offering supplemental coverages that fill insurance gaps 

• Connecting first notice of loss technology and artificial intelligence estimating tools 

• Live support to guide safe operation and repair decisions 

• Pre‑loss value guidance for diminished value and total loss negotiations 

• Rewarding documented, certified repairs with increased trade value 

The Ecosystem Advantage  

When activated, this model benefits all parties: 

• OEMs sell more cars 

• Dealers retain more service customers 

• Collision repair centers capture more repair volume 

• Consumers experience less financial shock and greater trust4 

This is the foundation of  Collision Lifecycle Management, a sustainable, consumer‑focused pipeline that strengthens the entire ecosystem. 

FOOTNOTES 

1. J.D. Power, Customer Service Index (CSI) Study, Collision Impact Findings, 2025. 

2. Deloitte, Global Automotive Consumer Study, 2025. 

3. NAIC, Auto Insurance Coverage Gaps Report, 2025. 

4. McKinsey, Future of Auto Retail & Mobility, 2025.