Where does the shop measure data come from?

Shop Measure data is compiled from paid claims in Mitchell.

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

Your Shop Measures Report lets you compare your three-month rolling average scores to the overall industry three-month 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 the industry averages based on the Manitoba industry?

Yes, the three-month industry average is an average of the Manitoba collision repair industry.

Why is the composite score based on the shop’s three-month average?

The three-month average provides a more stable basis than a monthly score, which is subject to greater fluctuation. A three-month period allows for sufficient activity over a reasonable time period to provide a consistent measurement.

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 no non-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 in order 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.