Five Key Metrics Every OEM Should Prioritise When Managing Their Certified Repair Networks
Certified Repair Networks have become vital to the modern automotive manufacturer’s brand promise. In today’s competitive market, maintaining high standards across a distributed network of facilities is no longer optional — it’s essential.
While most automakers collect data from their networks, only a few consistently track the right metrics that directly impact customer satisfaction, operational efficiency, and brand reputation. Monitoring the correct KPIs empowers OEMs to optimise performance, ensure compliance, and support continuous improvement across the network.
Here are five key metrics every OEM should prioritise when managing their Certified Repair Networks.
1. Cycle Time (Repair Turnaround Time)
Why it matters:
Cycle time measures the number of days it takes to complete a repair from start to finish. It is a direct indicator of operational efficiency and customer experience.
What to watch:
Average days to complete the repair.
Variance by facility, repair type, and geography.
Trends over time (especially after new model launches or certification upgrades).
Repair centres with consistently high cycle times may need targeted operational support or technology upgrades. Likewise, the experience and know-how of top-performing repair centres should be embedded across the whole network.
2. First-Time Quality (FTQ) Rate
Why it matters:
First-Time Quality tracks whether repairs are completed correctly on the first attempt without the need for rework. High FTQ rates reduce costs, protect brand image, and increase customer satisfaction.
What to watch:
Percentage of repairs completed without rework.
Customer complaints that require rework.
Types of repairs and repair centres that are most prone to rework.
Training or certification gaps associated with poor FTQ rates
Establish clear reinspection protocols throughout the repair process with appropriate QA sign-off, and link technician certifications to FTQ performance.
3. Customer Satisfaction Score (CSAT)
Why it matters:
Customer satisfaction in the repair process is a critical touchpoint for loyalty. Negative experiences in crash repair centres can damage brand perception even if the vehicle is high quality.
What to watch:
Post-repair customer surveys (especially on communication, timeliness, and final quality).
Net Promoter Score (NPS) trends over time.
Common themes in customer feedback.
Share anonymised CSAT results regularly with repair centres, or better yet, enable them to perform their own localised NPS program to foster a culture of transparency and improvement. Where possible, enable AI to perform data analysis, such as keywords and sentiment, to illuminate network-wide issues.
4. Compliance to Certification Standards
Why it matters:
Certified repair shops must adhere to strict requirements, from equipment standards to technician training. Compliance gaps threaten repair quality and expose OEMs to legal and warranty risks.
What to watch:
Percentage of network facilities fully compliant with certification requirements over 365 days.
Frequency and severity of audit findings.
Time taken to close compliance gaps.
Implement a digital compliance tracking system to streamline audits and corrective actions, seeing compliance as the bedrock of network performance rather than the be-all and end-all. The global trend is towards measuring and rewarding excellence.
5. Parts Ordering Accuracy and Efficiency
Why it matters:
Delays caused by incorrect parts ordering slow down repairs and frustrate customers. Efficient parts processes are essential for both cycle time and cost control.
What to watch:
Percentage of repairs delayed due to parts issues.
Average time from parts order to receipt.
Accuracy of parts ordered vs. parts needed.
Average First Time Pick Rates across the network.
Encourage integration between repair centres and parts distribution systems to improve accuracy and visibility.
Conclusion
Repair network performance is no longer a behind-the-scenes operational detail - it’s a strategic brand asset.
OEMs can drive measurable improvements across their networks by focusing on these five key metrics, ensuring every customer touchpoint reflects the brand’s commitment to excellence. The right metrics and the right SaaS tools turn data into actionable insights, helping OEMs and their partners deliver consistent, superior support services at scale. For some leading OEMs, network compliance was yesterday’s challenge. Today’s challenge is developing a network of top performers measured by their proximity to excellence.