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2013 BodyShop Business Industry Profile

Prepared by Babcox Research: A Division of Babcox Media, 3550 Embassy Parkway, Akron, OH 44333. Copyright © 2013. All rights reserved. Reproduction in any form without written permission is prohibited.

2013 INDUSTRY PROFILE

INTRODUCTION

The 2013 Body Shop Industry Profile is the most recent in a series of annual surveys covering the

automotive body repair market. The respondents are owners and managers of body shops selected

from the circulation list of BodyShop Business magazine. A random selection process was used to

identify the target locations.

The information contained in this report provides valuable trend data as well as answers to more

topical issues confronting the industry. It is perhaps the most comprehensive study of the opinions

and operating variables of the day-to-day decision-makers that make up this industry.

It should be noted that the vast majority of the respondents are either owners/partners or shop

managers of their respective operations.

The 2013 Body Shop Industry Profile is separated into six sections:

Section 1 Respondent Profile

Section 2 General Business Operations

Section 3 Employee Profile

Section 4 Purchasing & Equipment Profile

Section 5 Sales Analysis & Operations

Section 6 Direct Repair Programs and Insurer Issues

Questions about this report can be directed to Bob Roberts at the address listed below.




METHOD

The Body Shop Industry Profile is a comprehensive overview of the collision repair industry. It

provides unique insight into the collision repair industry. The articles and product information that

appear in the pages of BodyShop Business are thus based on the most up-to-date information

available and provide the most useful data to body shops, manufacturers, distributors and other

parties interested in the growth and development associated with the collision repair industry.

The 2013 Body Shop Industry Profile was executed via a nationwide email survey to collision repair

shops. The survey consisted of 6 questionnaires. Each questionnaire was e-mailed to a sample of

readers of BodyShop Business. Each questionnaire contained unique questions and there were a

number of questions that were common to all questionnaires. A seventh questionnaire dealt just

with grading insurance companies. The method of sample selection, data collection, and tabulation

were the same across all versions.

The survey was conducted in March, 2013. Responses were received from over 500 shops.

Sample selection entailed a systematic sampling procedure in which every ‘nth’ name was selected

from the subscription list. The sample provided random geographic representation.

NOTE: The process of sending the questionnaires by email has created a break with data collected

in previous surveys done by mail. Shops who respond to email surveys tend to be bigger than those

who respond to random mailed (postal) surveys. Consequently, many of the results of this year’s

survey are not directly comparable with those done by mail. Our responding shops are larger, with

higher sales & more people, and they write more estimates and perform more jobs per month.




TABLE OF CONTENTS

Item Page

Number Section One: Shop Owner Profile

Business Description 2

Respondent’s Age 3

Family-Owned Body Shops 3

Multiple Shop Ownership 4

Perceptions of Financial Strength (current and future) 4

If You Could Start Over 5

Trade Show Attendance 5

Respondent’s Position 6

Major Challenge 6

Section Two: General Business Operations

Number of Years Shop Has Been in Business 8

Advertising Methods 9

Advertising Expenditures 9

Advertising Effectiveness 10

Sources of Business 10

Section Three: Employee Profile

Number of Employees 12

Changes in Work Force Size 13

Hiring 14

Training Seminar Attendance 14

ASE Certification 15

Training 15

Compensation Methods 16

Pay Scales for Technicians 17

Pay Scales for Entry-Level Employees 18

Employee Benefits 18

Sources for Hiring Personnel 19



TABLE OF CONTENTS (Continued)

Item Page

Number Section Four Purchasing and Equipment Profile

How Owners Find Out About New Products 21

Criteria Influencing Paint Buying Decisions 21

What Buying Dollars Are Spent On 22

Percentage of Shops Purchasing Aftermarket Crash Parts 23

Acceptable Fit of Crash Parts 24

Mechanical Parts 24

Ranking Attributes When Selecting Parts Vendor 25

Percentage of Repair Orders Using These Parts 25

Number of Paint Brands Used 26

Median Amount Spent Monthly on Various Items 26

Number of Pulling/Measuring Equipment Brands Used 27

Percentage of Time These Repair Procedures are Used 27

Estimating Systems 27

Ownership Of Types of Equipment 28

Section Five Sales Analysis and Operations

2012 Sales Volume 30

Percent of Gross Sales Attributed to Parts and Labor 30

Comparison of Sales 2012 to 2011 31

Anticipated Future Sales Comparison 2013 to 2012 31

2012 Gross Profit Margins 32

2012 Profit Margin Compared to 2009 Profit Margin 32

Number of Estimates Written Weekly 32

Percentage of Estimates Converted to Jobs 33

Cycle Time 33

Written Procedures 33

Number of Jobs Performed per Week 34

Average Ticket per Job 35

Mechanical Parts 35

Breakdown of Labor Dollars 35

Posted Labor Rates 36

Storage Rate 37

Do You Charge for These Procedures 37

Doing Restoration 37



TABLE OF CONTENTS (Continued)

Item Page

Number Section Six: Direct Repair Programs and Insurer Issues

DRP Arrangements 39

Better Off as a DRP 39

DRP and Profit Margins 40

Concessions 40

OEM and Aftermarket Parts 41

Being Told “You are the only one who charges for that” 41

Times Reduced by Insurers 42

Ever Altered a DRP Contract 42

Is DRP Good or Bad for the Industry 43

Do DRPs Hamper Your Ability to Properly Repair a Vehicle 43

Educating the Customer 44

Customer “Steering” 44

Insurers’ Surveys of Labor Rates 44

Charging Regular Rate Increases 44

Negotiations With Appraisers 45

Consumer Self-Pay 46

Do Insurers Pay the Frame and Mechanical Rates 46

Are Times Allowed Accurate 46

Supplements 47

Thresholds, Discounts, Markups 47

Rating Insurance Companies on Nine Attributes 48


Prepared by Babcox Research: A Division of Babcox Media, 3550 Embassy Parkway, Akron, OH 44333. 1 Copyright © 2013. All rights reserved. Reproduction in any form without written permission is prohibited.

2013 INDUSTRY PROFILE SECTION ONE

RESPONDENT PROFILE

HIGHLIGHTS

Business type: The overwhelming majority of our respondents operate independent body shops. Respondent age: Sixty percent of our respondents are between 50-64 years of age. Shop ownership: Approximately 86% of shops are family owned. Perceptions: Forty-four percent of the respondents feel the shop is financially better off now

than 5 years ago, but 58% think it will be more successful in the next 5 years.

CONTENTS

Item Page Number

Business Description 2

Respondent’s Age 3

Family-Owned Body Shops 3

Multiple Shop Organizations 4

Perceptions of Financial Strength (current & future) 4

If You Could Start Over 5

Trade Show Attendance 5

Respondent’s Position 6

Major Challenge 6



Which of the following best describes your business?

HOW TO USE THIS REPORT This report is divided into six sections. Each section begins with a HIGHLIGHTS review. The Highlights review

is a summary that gives the reader important information at a glance. The majority of information contained in this

report is shown in the form of charts and graphs, which make the vast amount of data more readable.

Some of the information contained herein is contain ed in the May, 2013 issue of BodyShop Business maga zine.

Interpreting the data:

Much of the data appear as averages. It is important to understand that there is no such entity as an 'average' body shop.

These numbers represent the combined responses of shop operators from across the United States. The averages are

affected by a number of large shops with large numbers of bays, many employees and high sales figures. For this reason,

many results are shown broken out by five categories of annual sales.



How old are you?

Is this business family owned?

The vast majority of collision repair shops contacted are family owned.



How many shops are in your organization?

About 18% of respondents are part of a larger organization. Do you think your business is financially better off than it was five years ago?



In the next five years, do you think your business will be more successful than it is today?

If you could start over would you still decide to work in the collision repair industry?

Yes 61% No 39%

Did you or anyone at your shop attend any trade shows in 2012?

Yes 33% No 67%

Please indicate if you attended the following trade shows in 2012 or plan to in 2013:

Show Attended in 2012

Plan to in 2013

Neither

Local/Regional show 30% 29% 64%

NACE 12% 24% 73%

SEMA 11% 28% 72%

A number of respondents left this question blank suggesting that that the actual percentages could be lower.



What is your position?

Position Percentage of Respondents

Owner/partner 62%

Technician/painter 26%

Shop foreman 5%

Shop manager 2%

Other 5%

Total 100%

What is the major challenge your business will face in the next 12 months?

These answers were collected as verbatim “fill in the blank” responses and ran through a wide variety

of issues. The most common response was a lack of volume due to the economy or a perceived effect from insurance

company steering. Some shops wanted to get on DRP arrangements to increase work volume. Most comments seemed

to reveal frustration in general and low profit levels – many centering on insurance companies.

A few of the comments are shown below:

Attracting more customers to our front door and adding more DRP's. The state of the economy Total losses and absorbing repair costs needs that insurance companies don't want to pay for a proper repair, but we do it anyway for our integrity. We need to start charging customers over and above the deductible for what the companies don't want to pay.

Absorbing higher costs example: health insurance for employees

Getting city to approve our building plans

DRPs & making a profit

Staying up with new technology and the equipment needed to repair the new vehicles



2013 INDUSTRY PROFILE SECTION TWO

GENERAL BUSINESS OPERATIONS

HIGHLIGHTS

Age of Business: The typical shop has been in business over 31 years. Advertising & Word of mouth and internet websites are the most common forms of promotion. Promotion: Sources of Business: The biggest source for a DRP is direct repair programs. For non-DRPs it is word-of-mouth.

CONTENTS

Item Page Number

Number of Years Shop Has Been in Business 8

Advertising Methods 9

Advertising Expenditures 9

Advertising Effectiveness 10

Sources of Business 10



How many years has your shop been in business?

Number of Years Shop Has Been in Business

3%

13%

23%

27%

20%

14%

0%

5%

10%

15%

20%

25%

30%

Up to 5 years 6-10 years 11-20 years 21-30 years 31-40 years Over 40 years

Per

cent

age

of S

hops

The typical shop has been in business over 31 years.

The following chart shows the results over a period of time.



How do you market your services?

About 44% of shops place yellow page advertising, about 34% place radio spots and 19% utilize television.

How much do you spend per year on advertising?

The average is $16,031 & the median is $5,000. This suggests a wide range of answers. Some respondents left this question blank.



Please rank the effectiveness of the following forms of advertising you have tried:

How much business is generated from each source?

Business Source Typical DRP Shop Non-DRP Shop

Direct repair programs 43.4% 0%

Word-of-mouth 27.3% 60.2%

Insurance referral 8.7% 12.7%

Car dealer 8.7% 11.8%

Advertising/direct sales efforts 7.7% 9.3%

Fleets 2.9% 2.9%

Other 1.3% 3.2%

Total 100% 100%



2013 INDUSTRY PROFILE SECTION THREE

EMPLOYEE PROFILE

HIGHLIGHTS

Employees: The typical shop has an average of 8.8 employees, a median of 7. Changes in About 45% of shops saw a change in the number of production employees in 2012. Work force: About 27% of respondents expect to hire additional help in the next 12 months. Training: Eighty-four percent of shops had at least one employee attend a training session in 2012. ASE certification: About 56% of shops have at least one ASE certified employee. Employee The most common form of compensation is hourly wage. Compensation: Sources of new The most common method of finding new employees is through referral from Employees: current employees.

CONTENTS

Item Page Number

Number of Employees 12

Changes in Work Force Size 13

Hiring 14

Training Seminar Attendance 14

ASE Certification 15

Training 15

Compensation Methods 16

Pay Scales for Technicians 17

Pay Scales for Entry-level Employees 18

Employee Benefits 18

Sources for Hiring Personnel 19



Including yourself, how many employees work at this shop?

The average is 8.8 employees; the median is 7 employees.

Average number of employees by sales volume:

Up to

$249,999 $250,000-$349,999

$350,000-$749,999

$750,000- $1 million

$1 million-$2 million

Over $2 million

Number of employees

3.3 4.0 5.9 7.7 10.6 24.6

Not surprisingly, the larger shops have more employees.

What is the average age of your production shop personnel?

The average is 40 years



The following chart shows a time series of number of employees. The number has moved in a narrow range.

.

In the past 12 months has the size of your production workforce increased…decreased?



If you could hire another true “A-tech/journeyman tech” would you?

Yes 64% No 36%

If you could hire another experienced painter, would you?

Yes 38% No 62%

Both these values have a higher “yes” percentage than in the last report. What do you expect will happen to the size of your workforce in the next year?

Have you or any of your employees attended a training session in the past year?

Yes 84% No 16%

Type of Session Percent

Jobber clinic 58% I-CAR training 56%

Waterborne 52%

Manufacturer training 34%

ASE 33%

Association seminar 16% Other 8%



Are any of your shop technicians ASE certified?

Do you have a system within your shop to train entry-level production employees?

Yes 60% No 40%

How long does it take your shop to train a new hire to be a:

“B” level technician: 11.8 months

“A” level technician: 21.8 months

Painter: 16.9 months



How do you compensate your production shop personnel?

The total adds to more than 100%. There may be different methods for each employee, or one person might receive a blend of compensation methods.

There is obviously a wide range of pay options and combinations throughout the industry.



On average, what do your technicians (journeymen) make per year? Categories: Mechanic Metal tech Painter

Painters remain typically the highest paid personnel in the shop.

To read the chart: 24% of shops say their

average pay for painters is in the range of

$41,001-$50,000.



Average Pay for Metal Techs by Shop Sales:

Up to $249,999

$250,000-$349,999

$350,000-$749,999

$750,000- $1 million


Over $2 million

Average Pay $35,338 $43,621 $48,877 $55,770 $57,715 $66,570

The table above shows average pay for journeymen metal technicians by shop sales.

Larger shops tend to pay more. Some might be more efficient, giving the employee more billable hours. On average, what do you pay entry-level painters/technicians?

Median $30,000

What do you pay your office manager per year?

Median $40,000

What do you pay your senior estimator per year?

Median $48,500

Are you experiencing challenges in finding front office help? (CSRs, estimators, etc.)

Yes 36% No 64%

Do you offer employee benefits?

Yes 93% No 7%

The percentage offering benefits was 67% in the 2011 study.



Please check all benefits that apply:

What is the #1 source you use to hire production personnel for your shop?

Source Most Helpful Source

Employee referral 44%

Internet 21%

Newspaper ad 12%

Other shops 6%

Other* 17%

Total 100%

* “Other” are largely vendor referrals and tech centers



2013 INDUSTRY PROFILE SECTION FOUR

PURCHASING AND EQUIPMENT PROFILE

HIGHLIGHTS

Sources of Information: Trade magazines are the most popular sources of information on new products.

Crash parts : The typical shop spends 37% of its buying dollars on crash parts. Nearly all (94%) of shops purchase aftermarket crash parts. Paint : ‘Quality’ is the most important purchase factor for paint. The median amount spent on paint per month is $3,000. Over 70% of respondents use only one brand of paint. Measuring/ Pulling equipment : About 35% of the shops use more than one brand of measuring/pulling equipment

Parts replacement: When making collision repairs, shops replace with new OEM parts 43% of the time, repair the

damaged part about 25% of the time, or replace with either aftermarket (19%) or used (13%). Equipment ownership: The percentage of shops currently owning or intending to purchase 19 types of shop equipment is shown on page 28.

CONTENTS

Item Page Number

How Owners Find Out About New Products 21 Criteria Influencing Paint Buying Decisions 21 What Buying Dollars Are Spent On 22 Percentage of Shops Purchasing Aftermarket Crash Parts 23 Acceptable Fit of Crash Parts 24 Mechanical Parts 24 Ranking Attributes When Selecting a Parts Vendor 25 Percentage of Repair Orders Using These Parts 25 Number of Different Paint Brands Used Regularly 26 Median Amount Spent on These Items Monthly 26 Number of Pulling/Measuring Equipment Brands Used 27 Percentage of Time These Repair Procedures are Used 27 Estimating Systems 27 Ownership of Types of Equipment 28



How do you find out about new products? (please rank each of the following from 1 to 5)

Trade magazines are the most helpful media in introducing new products followed by jobbers and manufacturer’s reps. (note that the shorter the bar, the more helpful the source).

Please rank the following according to influence when making paint purchases:

Quality ranks as the most important influence when shops make their buying decisions.



Factors influencing the paint buying decision:

RATING

Attribute 1 2 3 4 5 6 7

Quality 71% 22% 2% 3% 2% 0% 0%

Reputation of product 52% 28% 10% 7% 0% 2% 2%

Ease of application 38% 38% 13% 7% 2% 0% 3%

Best waterborne system 37% 21% 5% 7% 2% 4% 25%

Deal or contract w/paint company

32% 18% 8% 10% 7% 7% 18%

Price 30% 14% 16% 14% 6% 6% 13%

Painter’s recommendation

30% 13% 15% 15% 7% 7% 13%

Seventy-one percent of respondents give “quality” a rating of “1” in importance. What percentage of your buying dollar is spent on…?

Shops spend about 37% of total dollars on crash parts. They typically have “other” expenses equal to about 6% of total expense.



Do you purchase aftermarket crash parts? Yes 94% No 6%

Overall, about 94% of shops purchase aftermarket crash parts.

If yes, why do you purchase aftermarket crash parts?

The majority of shops which purchase aftermarket crash parts do so because they feel pressure from the insurance company. “Other” are typically insurance issues as well.



Based on experience, what percentage of replacement crash parts that you try to install provides an acceptable fit?

Aftermarket parts have a reputation as being less likely to fit than OEM parts.

Do insurance companies assert any influence when you purchase mechanical parts?

Yes 48% No 52%

The ‘yes” value was 30% in the 2011 survey. Are you in favor of insurer-related parts procurement programs?

Yes 9% No 91%

What percentage of the following collision parts do you return to the vendor? Average Percent Type of Part_ Returned OEM parts 5%

Certified aftermarket parts 23%

Non-certified aftermarket parts 31%

Original equipment parts remain less likely to be returned.



What factors matter most when selecting a parts vendor?

Please rank in order of importance with 1 being most important

Attribute Rating

In Stock (supplier consistently has part) 1.4

High Quality 1.4

Delivery Time 1.6

Low Price 2.3

Relationship w/ sales rep 2.6

Offer both recycled and A/M (one stop shop) 3.9

Other 4.7

What percentage of your repair orders includes (adds to more than 100%)



Which do you prefer? Aftermarket 57%

Used parts 43%

In the previous survey the majority of respondents preferred used parts.

How many different paint brands do you use on a regular basis?

Number of Brands Percentage of Shops

One brand 72%

Two brands 22%

Three or more 6%

Total 100%

The majority of shops use only one brand of paint on a regular basis.

What do you spend each month on the following items?

The average amount spent on paint is about $3,000 per month. The median is that figure that has the same number of observations above it as below it. In this case, as many shops

buy in excess of $3,000 of paint per month as buy less than that amount.



How many different brands of pulling/measuring equipment do you use?

Number of Brands Percentage of Shops

One brand 64%

Two brands 32%

Three brands 2%

More than 3 brands 2%

Total 100%

How many estimating software/estimating systems do you currently use?

One 77%

Two 19%

Three 4%

How much do you pay – total –in monthly subscription fees?

The average is $618.00

When making collision repairs, what percentage of the time do you:



What types of equipment do you have and plan to purchase in the next 12 months?

Percent Owning Plan to Purchase

2013 2011 2013 2011

Straightening and Pulling

Dedicated bench 48% 45% 6% 2%

Universal bench 50% 41% 0% 4%

Drive-on rack 62% 69% 12% 6%

Pull pot 37% 51% 12% 2%

Hand Tools

Air powered tools 96% 100% 6% 6%

Electric power tools 77% 82% 10% 0%

Hand tools non-power 87% 96% 6% 0%

Measuring Systems

Computerized measuring 54% 49% 21% 14%

Gauges 65% 80% 2% 2%

Mechanical laser system 25% 27% 10% 6%

Computer Systems

Diagnostic system 52% 47% 10% 8%

Estimating system 88% 86% 0% 2%

Lifts

Vehicle lift 67% 78% 13% 6%

Accessories

Recycling equipment 48% 51% 8% 6%

Central vacuum system 29% 25% 12% 10%

Infrared heat lamp 85% 82% 2% 4%

Squeeze-type resistance spot welder

44% -- 25% --

Paint Booths

Down draft booths 62% 57% 13% 8%

Cross draft booths 31% 51% 8% 2%

Prep Stations 56% 49% 12% 4%



2013 INDUSTRY PROFILE SECTION FIVE

SALES ANALYSIS and OPERATIONS

HIGHLIGHTS Sales: The average sales volume was $1,023,639 in 2012. Estimates: The average for all shops is 19 estimates per week, the median figure is 16 per week. Jobs: The median figure is 12.7 completed jobs per week (10 is the median). Average ticket: The average ticket is $2,257. Mechanical repair: Only 6% of shops report they do no mechanical repair in house. Cycle Time: The average for drivable jobs is typically about 4.1 days.

CONTENTS

Item Page Number

2012 Sales Volume 30

Percent of Gross Sales Attributed to Parts and Labor 30

Comparison of 2012 to 2011 Sales 31

Anticipated Change in 2013 Sales to 2012 Sales 31

2012 Profit Margins 32

2012 Profit Margin Compared to 2011 Profit Margin 32

Number of Estimates Written Weekly 32

Percentage of Estimates Converted to Actual Jobs 33

Cycle Time 33

Number of Jobs Performed per Week 34

Average Ticket per Job Performed 35

Mechanical Parts 35

Breakdown of Labor Dollars 35

Posted Labor Rates 36

Storage Rate 37

Do You Charge for the Following Procedures 37

Doing Restoration 37



What was your shop’s 2012 sales volume?

More than half the responding shops have sales volumes of more than $750,000.

The average for all shops is $1,023,639. This is significantly higher than that seen in the 2011 survey.

Approximately what percentage of your sales can be attributed to parts and what percent to labor?

This does not necessarily add to 100%.



Compared to 2011 sales, did your 2012 sales:

Over 41% of shops saw an increase in sales from 2011 to 2012.

Compared to your 2012 sales, will your 2013 sales:

The majority of shops are expecting

an increase in the current year.



What was your 2012 gross profit percentage (your profit after all business expenses, divided by total sales and

before income taxes)?

The average is 31.3%, the median is 30%.

What was your net profit margin - that is profit after all expenses, divided by total sales, after income taxes?

The average is 15.2%, the median is 13.5%.

How does your net 2012 profit percentage compare to your 2011 net profit percentage?

Net Profit Percentage Percent of Shops

Increased 34%

Decreased 32%

Stayed the same 34%

Total 100%

What is the average number of estimates your shop writes per week?

Average Number of Estimates Weekly

9%11%

9%

28%

9%

23%

9%

0%

5%

10%

15%

20%

25%

30%

At least5

6 to 10 11 to15

16 to20

21 to25

26 to30

31 ormore

Per

cent

age

of S

hops

The average is about 19 estimates per week (the median figure is 16).



Up to $249,999

$250,000-$349,999

$350,000-$749,999

$750,000- $1 million


Over $2 million

Average estimates weekly 6 16 15 17 22 44

What percentage of your written estimates do you convert to actual jobs?

The average is 62% overall.

What is the average cycle time for jobs going through your shop?

The average for drivable jobs is 4.1 days, non-driv able jobs is 9.8 days.

Do you have written standard operating procedures/repair processes and have you implemented

them and held your employees accountable for following them?

Yes 31% No 49% Hav e them, but don’t ensure they’re followed 20%



What is the average number of jobs you perform per week?

On average, each shop performed 12.7 jobs per week; the median is 10.

Average jobs per week by sales volume:

$125,000-$249,999

$250,000-$349,999

$350,000- $749,999

$750,000- $1 million


Over $2 million

Average jobs weekly 3.6 7.3 8.2 13.9 15.7 30.3

Compared to last year, has the average number of jobs you perform per week:

Number of Jobs Percent of Shops

Increased 25%

Decreased 36%

Stayed the same 39%

Total 100%



Approximately what is your shop’s average ticket per job performed?

The average is $2257 while the median is $2200.

Do you perform mechanical repairs in house?

Yes 56% No 6% Sometimes 38%

What percentage of your repair jobs requires replacement of mechanical parts?

The average is 23%, no shop answered “zero.”

How do your labor dollars per repair order break down? (total must equal 100%)

Type of Work Percent of Labor Hours per RO

Refinish labor 32%

Parts replacement 29%

Parts repair 23%

Frame repair labor 9%

Mechanical repair labor 7%

Total 100%



What is your shop’s posted labor rate that you charge customers? Categories: Mechanical labor Metal/refinish labor Frame/structural labor Paint materials Body materials

The average posted rate for paint labor is $51.70.

Many shops did not show a figure for body materials-some may not include a charge for this. Average posted paint labor rate by sales volume:

$125,000-$249,999

$250,000-$349,999

$350,000- $749,999

$750,000- $1 million


Over $2 million

Posted Paint Labor $52.00 $51.20 $55.30 $50.00 $52.80 $50.30



Have you ever compromised your labor rate to get work? Yes 76% No 24% What is your daily storage rate? The average is $33.80 per day. Do you charge for the following procedures?

Procedure % Yes % No % Sometimes

Seam Sealer 73% 11% 16%

Removal of stripes/decals/moldings 79% 7% 14%

Color sand and buff 53% 18% 29%

Panel bond kits 74% 14% 13%

Misc. hardware & fasteners 69% 7% 24%

Pull for access 74% 3% 23%

LKQ cleanup 77% 10% 14%

Sound deadening restoration 72% 8% 20%

Dismantle of LKQ assembly 69% 10% 21%

Tape/mask jambs 56% 25% 19%

Diagnostic labor 53% 15% 32%

Body materials 37% 37% 26%

Mask for prime 30% 49% 21%

Detail for delivery 22% 49% 29%

Feather edge & block 32% 36% 32%

Test fitting of parts 22% 52% 26%

Administrative documentation time 9% 75% 16%

Do you specialize in particular makes or models?

Yes 10% No 90%

The few respondents that indicate they specialize are most likely to

specialize in foreign marques or classic and sports cars.

Are you doing restoration work at this location?

Yes 46% No 54%

Forty-six percent of shops indicate they are doing restoration work. Eleven percent of shops are doing 4 or more jobs per year.




SECTION SIX DIRECT REPAIR PROGRAMS AND INSURANCE ISSUES

HIGHLIGHTS

DRP affiliation: Sixty-two percent of our respondents are in DRP arrangements (highest we have seen). Seventy-two percent feel they are better off financially being a DRP (was 79% in 2011). Nearly all grant some sort of concession to their DRP clients. About 79% of non-DRP shops and 32% of DRP shops feel the DRP concept is

bad for the industry as a whole. OEM parts: Thirty-six percent report insurance companies will pay for OEM parts if customer insists. Insurance: Overall, 66% of shops have been told by insurance adjusters/companies that their shop is “the only shop” that charges for that. Steering: A total of 88% of non-DRP shops feel they are losing business due to insurance company

“steering” and 69% of DRP shops share that opinion.

CONTENTS

Item Page Number

DRP Arrangements 39

Better Off as a DRP 39

DRP and Profit Margins 40

Grants Concessions 40

OEM and Aftermarket Parts 41

Being Told ‘the only one that charges for that’ 41

Times Reduced by Insurers 42

Ever Altered a DRP Contract 42

Is the DRP Concept Good or Bad for the Industry 43

Do DRPs Hamper Ability to Properly Repair a Vehicle 43

Educating the Customer 44

Customer ‘Steering’ 44

Insurer’s Surveys of Labor Rates 44

Charging Regular Rate Increases 44

Negotiations with Appraisers 45

Consumer Self-Pay 46

Do Insurers Pay the Frame and Mechanical Rates 46

Are Times Allowed Accurate 46

Supplements 47

Thresholds, Discounts, Markups 47

Rating Insurance Companies on Nine Attributes 48



Are you involved in a DRP arrangement?

Yes 62% No 38%

Breakout of sales by holding DRP contracts:

$125,000-$249,999

$250,000-$349,999

$350,000- $749,999

$750,000- $1 million


Over $2 million

On a DRP program 6% 4% 13% 19% 26% 31%

Not on a DRP program 38% 18% 21% 10% 10% 3%

As shop size increases, the likelihood of being a DRP increases dramatically.

If you are a DRP, do you believe you are better off due to your DRP arrangement?

The majority of shops that are DRPs think they are better off through DRP affiliation,

The percent saying “yes” was 65% in the 2007 survey.



Since DRP affiliation, have your profit margins:

Overall, 30% of shops that are DRPs have seen increased profits. In 2011 this was also 30%.

As a DRP do you give concessions?

Approximately 85% grant at least 1 concession, the majority more than 1.



Do most insurance companies in your area pay for OEM replacement parts if a customer

objects to aftermarket crash parts?

Yes 36% No 64%

Most respondents report that insurance companies will not pay for OEM parts.

How old are the vehicles for which aftermarket crash parts are being specified by insurance appraisers?

The largest segment of vehicles is 2 years or less.

Have you ever been told by an insurance company that ‘you are the only one’ that charges for that?

Yes 66% No 34%



After being told that you are the only one that charges for that operation, do you still charge for it?

Percentage of Respondents

Never 9%

25% of the time 12%

50% of the time 13%

75% of the time 14%

Always 53%

How often are times reduced on estimates from insurers?

Percentage of Estimates Percentage of Respondents

Never 5%

Less than 25% of the time 29%

25-50% of the time 32%

51-75% of the time 16%

More than 75% of the time 18%

total 100%

Have you ever altered a DRP contract before signing it?

The percentage saying “yes” was

23% in the 2011 survey.



Do you think the concept of DRP’s is good or bad for the industry as a whole?

The vast majority of non-DRP shops feel that the DRP concept is NOT good for the industry as a whole.

Even among DRP shops, there are those who feel that the concept is not good for the industry.

Do you feel DRPs hamper your ability to properly repair the vehicle? Base: Just DRP shops

Yes 20%% No 40% Sometimes 40%

Do you think it is the insurer’s responsibility to determine what types of parts are used in a repair?

A small percentage of shop owners will

concede this decision to the insurer.



Do you feel it is the shop’s or the insurer’s responsibility to inform the owner when aftermarket/used parts are used?

Shop 27% Insurer 73% Neither 0%

Do you explain to/educate your customers regarding their rights?

Yes 71% No 29%

Do you believe you are losing business to insurers steering business?

Yes, I’m losing

business No, I’m not losing

business

DRP Shops 69% 31%

Non-DRP Shops 88% 12%

Non-DRP shops tend to feel they are losing business because of steering, But many DRP shops ALSO feel they are losing business due to this practice.

Do you “steer” vehicle owners away from “problem” insurers and toward ones that fairly settle claims?

Yes 47% No 53%

Do you believe insurer’s surveys of labor rates in a market area are accurate?

Yes 27% No 73%

Do you experience influence from insurance companies to suppress your rates?


Do you feel you have the ability to charge regular rate increases?

Yes 38% No 62%



Do you feel problems with negotiations are due more to individual appraisers or company guidelines?

Over the last 12 months do you feel relations with appraisers have:

Relations with Appraisers


Improved 20%

Deteriorated 13%

Stayed the same 67%



What percentage of your business is consumer self-pay? (no insurer involved)

The average is 16.8%, the median is 10%

In the past year have your self-pay customers:

Ratio of self-pay


Increased 28%

Decreased 24%

Stayed the same 48%

What percentage of the time do insurers pay your frame and mechanical rates?

Percentage of time

Percentage of respondents

100% of the time 37%

75% of the time 33%

50% of the time 10%

25% of the time 3

Never 17%

Do you believe the times allowed for operations (the time specified to perform tasks as identified by the estimating system providers) are accurate?


Nearly half the respondents feel the times are not accurate.

Do you believe you have the ability to override the database and price your own work?




What percentage of your estimates include: (should add to 100%)

Number of supplements

Percentage of estimates

None 27%

1 supplement 55%

2 supplements 14%

3 supplements 3%

4 or more 1%

Total 100%

Do you agree to accept paint material thresholds or caps from insurance companies?


Do you agree to parts discounts for insurance companies?


What are your posted markups?

Type Average

Percentage

LKQ 25%

Sublet 25%

Glass 25%

Aftermarket 30%

Towing 22%*

* There were many “0” values in this column.



Please rank the following insurers on these attributes using the following scoring: Assign each company a grade from 1 to 5 using the scale shown. A rating of ‘5’ means that company is Very Good, 4 = Good, 3 = Average, 2 = Poor and 1 = Very Poor. These companies were listed: Allstate, AIG, American Family, Farmers, GEICO, Liberty Mutual, Nationwide, Progressive, State Farm, Travelers and USAA. These were the attributes: Insurer’s level of concern for consumer’s best interests Knowledge/expertise of field adjusters Accuracy of insurer-prepared estimates Quality of repair resulting from insurer’s repair policies Consistency of insurer’s policies on repair procedures Efficiency of claims handling process Fairness of reimbursement policies Responsiveness of Co. personnel to shop’s concerns Honesty of company personnel The table below shows the average scores for all the insurance companies for each attribute. The lower the score the better the average rating given by all shops for all insurance companies.

BSB 2013 Profile research covers - Babcox · PDF fileavailable and provide the most useful...

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Transcript of BSB 2013 Profile research covers - Babcox · PDF fileavailable and provide the most useful...