2023 Shop Measures - Questions & Answers

Where does the shop measure data come from?

Shop Measure is compiled from paid claims in Mitchell, AutocheX, and other MPI systems.

Can MPI provide details as to where a shop is in relation to others?

Your Shop Measures Report lets you compare your shop ranking for each scored measure and provides average scores as compared to the overall industry average scores. Your Shop Relationship Advisor (SRA) will provide a more detailed breakdown of comparative data when requested, when your shop is not meeting DR performance criteria, or at SRA discretion.

Are ranking and industry averages based on the Manitoba industry?

Yes, ranking and averages are based on the Manitoba collision repair industry. Ranking for each shop measure is based on the period used for a shop’s composite score, either a three-month or twelve-month period.

Why is the composite score based on various periods?

Longer averages provides a more stable basis than monthly scores, which are subject to greater fluctuation. Where a longer period is more indicative of shop performance and allows for additional activity to provide a more consistent measurement without sacrificing the ability to address performance opportunities in a timely manner, a longer period has been provided.

How does a shop ensure accuracy on the Ask-Approve Variance?

It’s essential to support your ask with documentation and photos, follow MPI Estimating Standards, and ensure the estimate contains only compliant parts or labour costs. It is important that you review the dispatch report to identify the damage attributable to the loss you are repairing. It is also important that you discuss related and unrelated damage with the customer to avoid unnecessary denials.

Should it count against me on the NPS if the customer is upset that I denied damage that was not part of the claim?

Overall, you may find it helpful to manage customer expectations around the estimating process from the start. It may be helpful to tell the customer that the estimate is only intended to locate damage related to the specific claim, and that you follow MPI standards and policies to create the estimate. If a customer does become unhappy about unrelated damage, you can tell them the damage is being denied due to MPI policies and standards, and suggest they talk to their adjusting team. This positions the issue as an insurance decision that is out of the shop’s control. The NPS itself is a viable measure that is used in many jurisdictions for collision repair, and in many other industries. It was also used during the Distributed Estimating Pilot. It works well, and any individual claim will not have a great impact on the three-month average score.

What can I do to address Realized Parts Savings (RPS) claims where alternate parts are simply not available to meet the savings target?

RPS targets are based on averages. Half of the claims that went into calculating the RPS targets using cost effective parts exceeded the target while the other half did not meet the target. However, when these claims are averaged, the target is met. Repair shops need to be aware of this and manage their RPS the same way. Exceeding the savings target on individual claims when there is opportunity to do so allows shops greater flexibility on future claims with less opportunities or when they want the freedom to make different business decisions.