DRP Scorecard KPI Compliance Audit

Inspection template for auditing a body shop's DRP performance against insurer scorecard requirements, including cycle time, CSI, alternative parts usage, comeback rate, and documentation quality.

Audit Scope and Scorecard Alignment

• Audit period matches the insurer scorecard review window
  Record the start and end dates of the scorecard period being audited.
• Current insurer scorecard version is on file and referenced
  Verify the facility is being measured against the correct scorecard version.
• KPI definitions for cycle time, CSI, alternative parts usage, and comeback rate are documented
  Confirm each KPI is defined consistently with the insurer's methodology.
• Scorecard weighting for each KPI is documented and understood
  Verify the audit uses the same weighting as the insurer scorecard.
• Data source for the audit is identified
  Select the primary source used to validate performance.

Cycle Time Performance

• Average cycle time for the audit period
  Enter the average number of days from vehicle drop-off to delivery.
• Cycle time is within insurer target
  Compare actual cycle time to the insurer's target or threshold.
• Vehicles with avoidable delays are identified and documented
  Check for documented causes such as parts delays, supplement lag, or rework.
• Supplement approval turnaround time is tracked
  Enter the average time from supplement submission to approval.
• Repair order milestones are timestamped consistently
  Verify key milestones such as estimate complete, parts ordered, start repair, QC, and delivery are recorded.

CSI and Customer Experience

• CSI score for the audit period
  Enter the reported CSI or customer satisfaction percentage used by the insurer.
• CSI meets or exceeds insurer threshold
  Compare the reported CSI against the scorecard requirement.
• Customer complaints and negative survey comments are reviewed for trends
  Check whether recurring issues are analyzed and assigned to owners.
• Delivery communication and status updates are documented
  Verify proactive communication to the customer during repairs and at delivery.

Alternative Parts Usage and Estimate Compliance

• Alternative parts usage rate for the audit period
  Enter the percentage of eligible repairs using approved alternative parts.
• Alternative parts usage aligns with insurer policy and vehicle eligibility
  Verify parts selection follows the insurer's approved parts hierarchy and repairability criteria.
• Required approvals for non-OEM or alternative parts are documented
  Confirm approvals are recorded before installation when required.
• Estimate line items and parts documentation support the selected parts type
  Check that estimates, invoices, and photos support the parts used.

Comeback Rate, Rework, and Quality Control

• Comeback rate for the audit period
  Enter the percentage of repairs returned for correction or repeat concern.
• Comeback rate is within insurer threshold
  Compare comeback performance to the scorecard requirement.
• Root cause analysis is completed for each comeback
  Verify each comeback has a documented cause, owner, and corrective action.
• Final quality control inspection is documented before delivery
  Confirm QC sign-off includes fit, finish, safety systems, and repair completeness.