Manitoba Light Vehicle Repair Industry Survey Results to trade... · Survey Results. Date published: September 18, 2020 . In July 2020, MPI invited contacts from light vehicle repair

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Notice to all Accredited Collision and Glass Registered Account Holders

Manitoba Light Vehicle Repair Industry Survey Results

Date published: September 18, 2020

In July 2020, MPI invited contacts from light vehicle repair shops to participate in a voluntary online

survey. MPI’s intent for the survey was to better understand the issues and challenges facing Manitoba

repair shops, and how MPI provides service.

MPI emailed a total of 417 invitations to all accredited collision and glass registered account holders.

Each individual location received a maximum of one invitation.

• 91 completed surveys were returned, for a completion rate of 22%.

• Among the completed surveys, 56 were from non-Winnipeg regions.

• 35 completed surveys were from the Winnipeg region.

• 70 completed surveys were from autobody and glass shops.

• 21 completed surveys were from glass-only shops.

• 69 completed surveys were from shops that self-identified as being independently owned.

• 18 completed surveys were from franchised or dealer-owned shops.

• Four completed surveys were from shops that chose not to identify ownership.

Please direct any general questions regarding the survey to [email protected], or if you are assigned

to a Shop Relationship Advisor, [email protected].

Thank you for your participation in this survey. Complete survey results are viewable below.

mailto:[email protected]

mailto:[email protected]

Manitoba Light Vehicle Repair Industry Survey Results July, 2020

Contents Research and Report Notes .......................................................................................................................... 3

Respondent/Shop Attributes ........................................................................................................................ 4

Impressions Regarding Manitoba Public Insurance ...................................................................................... 7

Programs and Services .............................................................................................................................. 7

Feedback received from MPI .................................................................................................................. 10

MPI Requirements .................................................................................................................................. 13

I-CAR Gold Class Requirement ................................................................................................................ 15

Estimating Standards .............................................................................................................................. 15

Estimating Standards for priority to review ............................................................................................ 17

Parts Autonomy Project .......................................................................................................................... 18

Sustainability and Future Outlook .............................................................................................................. 19

Upcoming crucial aspects for business ................................................................................................... 19

Impact on business related to aspects involving parts ........................................................................... 21

Training and Support from Other Partners and Organizations................................................................... 23

Compensation ............................................................................................................................................. 24


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Research and Report Notes • The survey used a 1 to 7 scale. Throughout this report the percentage displayed is the percentage

who provided a 6 or 7 response (e.g., those who are considered to be satisfied or positively agree with a statement). This ‘top box’ of 6 and 7 has been adopted by MPI as it provides a high bar for which to hold itself in terms of service provided to customers and business partners. In some instances, ‘yes/no’ questions were asked and the percentage indicated in charts is the percentage who provided a “yes” response to the question.

• Some questions were not asked of glass only shops if it did not apply to their type of business, these questions are indicated in footnotes.

• Exercise caution when interpreting results of shop types within charts due to smaller sample sizes when compared to the overall result of all respondents.

• Results do not take into account the volume of work, but rather reflect only the survey respondents. For example, while respondents from the Winnipeg region constitute 39% of all respondents, the actual volume of repairs in the Winnipeg region may be a larger or smaller proportion than 39% of all repairs province-wide.

• The Winnipeg region consists of Winnipeg and the communities that directly border the city (e.g., Headingley, East and West St. Paul).


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Respondent/Shop Attributes Note: results in this section detail the profile of those who responded to the survey, and does not reflect all Manitoba shops.

Region1:

Shop Type:

Shop Profile:

1 The Winnipeg region includes communities within the Perimeter Highway and directly bordering the city (e.g., Headingley, East and West St. Paul).

62%39%

0%

20%

40%

60%

80%

100%

Non-Winnipeg Winnipeg

77%

23%

0%

20%

40%

60%

80%

100%

Autobody & Glass Glass only

21%

79%

0%

20%

40%

60%

80%

100%

Franchise & Dealer Independent


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17%7%

50%

30% 29%35%

53%64%

15%

0%

20%

40%

60%

80%

100%

All Autobody & Glass Glass only

ShopType

Less than 50% 50% to 75% 76% to 100%

Provincial associations shop has membership in:

Percentage of total shop workload is on MPI claims repairs:

Number of locations that company owns:

29%

5%

23%

42%

0%

10%

20%

30%

40%

50%

ATA only MMDA only Both ATA andMMDA

Neither

87%

8% 5%0%

20%

40%

60%

80%

100%

1 location 2 locations 3 or more


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Indication that shop provides French language services (% yes):

Format of French language services offered (shops that provide French services only):

20%

25%

6%

0% 20% 40% 60% 80% 100%

All

Autobody & Glass

Glass only

Type

53% 56%

0%0% 0% 0%

47% 44%

100%

0%

20%

40%

60%

80%

100%

All Autobody & Glass Glass only

ShopType

Verbal only Written only Both verbal and written


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Impressions Regarding Manitoba Public Insurance

Programs and Services Satisfaction with the (% satisfied / 6 & 7 out of 7):

Direct Repair Program2

Performance Recognition Program3

Shop Measures Program4

2 Not asked to glass only shops. 3 Ibid. 4 Ibid.

63%

0% 20% 40% 60% 80% 100%

All

28%

0% 20% 40% 60% 80% 100%

All

29%

0% 20% 40% 60% 80% 100%

All


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Ease of doing business with MPI

Feedback and guidance received from MPI

Effectiveness of software and online services

40%

33%

62%

0% 20% 40% 60% 80% 100%

All

Autobody & Glass

Glass only

Type

36%

30%

56%

0% 20% 40% 60% 80% 100%

All

Autobody & Glass

Glass only

Type

52%

49%

62%

0% 20% 40% 60% 80% 100%

All

Autobody & Glass

Glass only

Type


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Amount of communications received from MPI

Overall level of service received from MPI

44%

41%

55%

0% 20% 40% 60% 80% 100%

All

Autobody & Glass

Glass only

Type

38%

31%

62%

0% 20% 40% 60% 80% 100%

All

Autobody & Glass

Glass only

Type


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Feedback received from MPI

Satisfaction with the guidance and information received regarding the accuracy, completeness, and timing of feedback from MPI pertaining to (% satisfied / 6 & 7 out of 7):

Accredited Repair

Estimatics and Research

Physical Damage Programs – Shop Relationship Advisors5

5 Not asked to glass only shops.

53%

54%

50%

0% 20% 40% 60% 80% 100%

All

Autobody & Glass

Glass only

Type

41%

41%

42%

0% 20% 40% 60% 80% 100%

All

Autobody & Glass

Glass only

Type

70%

0% 20% 40% 60% 80% 100%

All


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Physical Damage Programs – Audit Unit

Physical Damage Programs – Glass Unit

Vehicle Safety

28%

27%

30%

0% 20% 40% 60% 80% 100%

All

Autobody & Glass

Glass only

Type

56%

51%

71%

0% 20% 40% 60% 80% 100%

All

Autobody & Glass

Glass only

Type

57%

56%

64%

0% 20% 40% 60% 80% 100%

All

Autobody & Glass

Glass only

Type


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Estimating

Adjusting

47%

46%

57%

0% 20% 40% 60% 80% 100%

All

Autobody & Glass

Glass only

Type

39%

38%

57%

0% 20% 40% 60% 80% 100%

All

Autobody & Glass

Glass only

Type


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MPI Requirements

Satisfaction with the following aspects of MPI’s requirements, policies, and software (% satisfied / 6 & 7 out of 7):

Mitchell Software technical support quality by TAC

The Mitchell RC Connect software6

Repair accuracy visits performed by Accredited Repair7

6 Not asked to glass only shops. 7 Ibid.

68%

71%

50%

0% 20% 40% 60% 80% 100%

All

Autobody & Glass

Glass only

Type

68%

0% 20% 40% 60% 80% 100%

All

42%

0% 20% 40% 60% 80% 100%

All


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MPI’s training requirements

MPI’s advertising policies

24%

21%

39%

0% 20% 40% 60% 80% 100%

All

Autobody & Glass

Glass only

Type

19%

16%

29%

0% 20% 40% 60% 80% 100%

All

Autobody & Glass

Glass only

Type


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I-CAR Gold Class Requirement8 Indication if MPI should keep, drop, or change its I-CAR Gold Class requirement:

Estimating Standards

Agreement that MPI’s Estimating Standards (% agree / 6 & 7 out of 7):

Are easy to understand


21% 26%

53%

0%

20%

40%

60%

80%

100%

All

Keep Drop Change its position

43%

48%

11%

0% 20% 40% 60% 80% 100%

All

Autobody & Glass

Glass only

Type


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Thoroughly covers all aspects required

36%

37%

22%

0% 20% 40% 60% 80% 100%

All

Autobody & Glass

Glass only

Type


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Estimating Standards for priority to review

Percentage of respondents who selected the following Estimating Standards as being in need of review9:

Estimating Standard (category: standard) % Selected Labour Rates: Labour Rates - Southern and Northern 69% Paint Materials 43% Payments: Administration Fee 38% Shop Materials 34% Glass: Glass Clean Up Time 25% Glass: Glass Replacement Pricing 25% Total Loss: Marginal Repairs and Price Outs 23% Total Loss: Tear Downs 22% Refinish: Zone Refinish 21% Documentation: Unfit Vehicles 18% Documentation: Overlapping Claims 17% Parts Under $10 16% Body: Pre and Post Repair Diagnostic Scanning 15% Documentation: Unrelated Damage 14% Payments: Customer Tax Responsibility 14% Documentation: Owner to Authorize 13% Documentation: Sublet Repairs 13% Documentation: Supplements 13% Mechanical: Advanced Driver Assistance Systems (ADAS) Calibration 13% Mechanical: Designated Repair Eligible Operations 13% Claim Type Definition: Glass Claims 10%

9 Respondents selected up to five Estimating Standards they indicated a need to be

reviewed. As the list of Standards is extensive (i.e., 116 Standards) only those standards

that at least 10% of respondents selected are included in the table.


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Parts Autonomy Project10

Awareness of the Parts Autonomy Project (% yes):

Indication the Parts Autonomy Project will be valuable (% valuable / 6 & 7 out of 7):


62%

0% 20% 40% 60% 80% 100%

All

37%

0% 20% 40% 60% 80% 100%

All


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Sustainability and Future Outlook

Upcoming crucial aspects for business Ranking of crucial aspects for business in upcoming years, mean scores of ranking (sorted most to least critical)11:

Aspect Mean score Repair information availability 3.4 Finding qualified employees in any role 3.3 Retaining employees 3.1 Training (e.g., availability and quality of instruction) 2.8 Quality Assurance programs 2.5

Indication that (% yes):

Population density in a location’s neighbourhood impacts business

11 Respondents ranked the five aspects, with a weight of 5 for their most crucial selection and a weight of 1 for the least crucial aspect. Due to smaller sample sizes regarding each ranking, results displayed only for all respondents combined.

68%

71%

53%

0% 20% 40% 60% 80% 100%

All

Autobody & Glass

Glass only

Type


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Their shop provides interactive online services (e.g., scheduling, payments, appointment reminders)

As a result of COVID-19, some or all changes will remain in place permanently at their shop

Support for MPI:

Sharing more information about your shop online for customers (e.g., repair capabilities, customer service ratings, training received) (% support / 6 & 7 out of 7):

40%

44%

29%

0% 20% 40% 60% 80% 100%

All

Autobody & Glass

Glass only

Type

74%

76%

67%

0% 20% 40% 60% 80% 100%

All

Autobody & Glass

Glass only

Type

32%

28%

47%

0% 20% 40% 60% 80% 100%

All

Autobody & Glass

Glass only

Type


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Introducing photo-based estimating as an option (% yes)12

Impact on business related to aspects involving parts

Level of negative impact the following aspects can have on completing repairs to customers’ vehicles:

Aftermarket Parts


65%

0% 20% 40% 60% 80% 100%

All

24%

42%34%

22%

39% 38%

18%

44% 38%

16%28%

57%

0%

20%

40%

60%

80%

100%

Not

impa

cted

Som

ewha

t im

pact

ed

Stro

ngly

impa

cted

Not

impa

cted

Som

ewha

t im

pact

ed

Stro

ngly

impa

cted

Not

impa

cted

Som

ewha

t im

pact

ed

Stro

ngly

impa

cted

Not

impa

cted

Som

ewha

t im

pact

ed

Stro

ngly

impa

cted

Shipping of parts Timing of parts delivery Availability of parts Quality of parts fromsuppliers


22 of 25

OEM Parts

Recycled Parts

25%

45%30%

20%

40% 39%

19%

44%37%

66%

19% 15%

0%

20%

40%

60%

80%

100%N

ot im

pact

ed

Som

ewha

t im

pact

ed

Stro

ngly

impa

cted

Not

impa

cted

Som

ewha

t im

pact

ed

Stro

ngly

impa

cted

Not

impa

cted

Som

ewha

t im

pact

ed

Stro

ngly

impa

cted

Not

impa

cted

Som

ewha

t im

pact

ed

Stro

ngly

impa

cted


21% 23%

56%

18%29%

53%

11%

44% 46%

9%

28%

62%

0%

20%

40%

60%

80%

100%

Not

impa

cted

Som

ewha

t im

pact

ed

Stro

ngly

impa

cted

Not

impa

cted

Som

ewha

t im

pact

ed

Stro

ngly

impa

cted

Not

impa

cted

Som

ewha

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pact

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Stro

ngly

impa

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Not

impa

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Som

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impa

cted



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Training and Support from Other Partners and Organizations Indication the following sources of information are valuable (% valuable / 6 & 7 out of 7):

Training providers (e.g. I-CAR or other)

Industry affiliations (e.g., ATA, MMDA, CCIF, etc.)

Certification programs (e.g., CCC, Verfax, etc.)

37%

36%

42%

0% 20% 40% 60% 80% 100%

All

Autobody & Glass

Glass only

Type

49%

55%

29%

0% 20% 40% 60% 80% 100%

All

Autobody & Glass

Glass only

Type

24%

26%

14%

0% 20% 40% 60% 80% 100%

All

Autobody & Glass

Glass only

Type


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Compensation Proposed amounts that would be a fair hourly rate for both shops and MPI’s ratepayers:

A majority indicated there should be an increase in all types of compensation paid by Manitoba Public Insurance.

Indication that there should be a (% yes):

Differential labour rate based on tooling, training, and repair capabilities

Differential labour rate based on individual shop performance measures

78%

79%

71%

0% 20% 40% 60% 80% 100%

All

Autobody & Glass

Glass only

Type

42%

44%

36%

0% 20% 40% 60% 80% 100%

All

Autobody & Glass

Glass only

Type


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Indication that policies regarding lowest cost glass are effective:

Support for dropping lowest cost glass and having a higher NAGS discount13

Agreement that current policies on loss of use are acceptable (% agree / 6 & 7 out of 7):

13 Pertains only to those who earlier responded that policies regarding lowest cost glass are not effective.

33%

35%

26%

0% 20% 40% 60% 80% 100%

All

Autobody & Glass

Glass only

Type

36%

39%

25%

0% 20% 40% 60% 80% 100%

All

Autobody & Glass

Glass only

Type

25%

27%

17%

0% 20% 40% 60% 80% 100%

All

Autobody & Glass

Glass only

Type

Documents

Manitoba Light Vehicle Repair Industry Survey Results to trade... · Survey Results. Date published: September 18, 2020 . In July 2020, MPI invited contacts from light vehicle repair