Collision Repair CSI Tracking Log

Tracks returned customer satisfaction index (CSI) survey results for collision repair DRP accounts, captures root causes behind detractor scores, and drives action plans to protect and improve DRP referral relationships.

Survey Identification & DRP Attribution

• Date Survey Received
  Date the CSI survey was returned or made available (MM/DD/YYYY)
• Repair Order (RO) Number
  Internal RO number linked to this customer's repair
• DRP Insurance Partner
  Which DRP account generated this referral? (e.g., State Farm, USAA, Allstate, GEICO, Farmers, Progressive, Other)
• Assigned CSR / Service Advisor
  Name of the customer service representative who managed this repair file
• Vehicle Delivery Date
  Date the repaired vehicle was returned to the customer (MM/DD/YYYY)
• Survey Source / Method
  How was this CSI survey administered? (OEM Portal, Insurer Portal, Third-Party Vendor, Phone Call, Email, Other)

CSI Score & Satisfaction Ratings

• Overall CSI Score (as reported)
  Enter the raw overall score exactly as reported by the insurer or OEM (e.g., 87/100, 4.2/5, 9/10)
• Detractor Flag
  Does this score fall below your DRP threshold or qualify as a detractor? (Yes – Below Threshold / No – Meets or Exceeds Threshold)
• Communication & Updates Satisfaction
  Customer's rating of how well they were kept informed throughout the repair process (1 = Strongly Dissatisfied, 5 = Strongly Satisfied)
• Repair Quality Satisfaction
  Customer's rating of the quality of the completed collision repair (1 = Strongly Dissatisfied, 5 = Strongly Satisfied)
• Cycle Time / On-Time Delivery Satisfaction
  Customer's rating of whether the vehicle was ready when promised (1 = Strongly Dissatisfied, 5 = Strongly Satisfied)
• Rental / Transportation Coordination Satisfaction
  Customer's rating of how well rental or alternate transportation was arranged (1 = Strongly Dissatisfied, 5 = Strongly Satisfied). Leave blank if not applicable.
• Likelihood to Recommend (eNPS Proxy)
  If captured: customer's likelihood to recommend this shop to others (1 = Very Unlikely, 5 = Very Likely). Scores of 1–3 are detractors; 4 = passive; 5 = promoter.

Verbatim Customer Comments

• Positive Verbatim Comments
  Copy any positive verbatim comments from the survey exactly as written. These reinforce what to sustain.
• Negative or Concern Verbatim Comments
  Copy any negative verbatim comments exactly as written. Required if any rating above is 3 or below — these comments drive root cause analysis.
• Primary Complaint Category
  If a complaint exists, classify the primary category: Communication Failure / Repair Quality Issue / Cycle Time Delay / Parts Delay / Rental Coordination Issue / Customer Expectation Mismatch / Supplement / Billing Dispute / Other

Root Cause Analysis

• Internal Root Cause Identified
  Required for any detractor score. Describe the specific internal process failure or gap that contributed to the low score. Be factual and observable (e.g., 'CSR did not call customer on Day 3 as scheduled; no update was logged in CCC ONE until Day 5').
• Contributing Factors
  Select all factors that contributed to the detractor outcome: CSR Communication Gap / Technician Quality Issue / Parts Availability Delay / Supplement Delay / Insurer Authorization Delay / Sublet Vendor Issue / Estimating Error / Staffing / Customer Had Unrealistic Expectations / Other
• Was the Customer Contacted for Service Recovery?
  For detractor scores: was a service recovery call or outreach made to the customer? (Yes – Resolved / Yes – Unresolved / No – Not Yet / No – Customer Declined Contact)
• Service Recovery Notes
  Summarize what was communicated to the customer during service recovery outreach and the outcome.

Corrective Action Plan & DRP Impact

• Corrective Action Required
  Does this survey result require a formal corrective action? (Yes – Immediate / Yes – Scheduled / No – Monitor Only)
• Corrective Action Description
  Required if corrective action is Yes. Describe the specific process change, coaching, or operational fix to be implemented (e.g., 'Implement mandatory Day 3 update call checklist for all DRP files; CSR to log confirmation in CCC ONE').
• Responsible Party for Action
  Name or role accountable for completing the corrective action (e.g., Shop Manager, Lead CSR, Production Manager)
• Target Completion Date
  Date by which the corrective action must be implemented (MM/DD/YYYY)
• DRP Scorecard Risk Level
  Based on this result, what is the risk to your DRP standing with this insurer? (High – May Trigger Review / Medium – Watch Closely / Low – Isolated Incident / None – Score Meets Threshold)
• Reviewed by Manager / Owner
  Has this log entry been reviewed and signed off by shop management? (Yes / No – Pending Review)

Trend Notes & Additional Observations

• Is This a Repeat Issue?
  Has this same root cause or complaint category appeared in a prior CSI entry this quarter? (Yes – Recurring Pattern / No – First Occurrence / Unsure)
• Trend or Pattern Notes
  Note any patterns observed across multiple CSI entries (e.g., 'Three of the last five detractors cited communication gaps on files handled by the same CSR — coaching session scheduled').
• Anything Else to Note?
  Any additional context, insurer feedback, or observations not captured above that may be relevant to this survey result or DRP relationship.