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Run: DRP Scorecard KPI Compliance Audit

Track DRP scorecard performance against insurer requirements in one audit. Use it to verify cycle time, CSI, alternative parts usage, comeback rate, and the ...

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Audit Scope and Scorecard Alignment

Audit period matches the insurer scorecard review window critical (required)

Record the start and end dates of the scorecard period being audited.

Current insurer scorecard version is on file and referenced critical (required)

Verify the facility is being measured against the correct scorecard version.

Yes No N/A

KPI definitions for cycle time, CSI, alternative parts usage, and comeback rate are documented critical (required)

Confirm each KPI is defined consistently with the insurer's methodology.

Yes No N/A

Scorecard weighting for each KPI is documented and understood

Verify the audit uses the same weighting as the insurer scorecard.

Yes No N/A

Note (optional)

Data source for the audit is identified

Select the primary source used to validate performance.

Note (optional)

Cycle Time Performance

Average cycle time for the audit period critical (required)

Enter the average number of days from vehicle drop-off to delivery.

Note (optional)

Cycle time is within insurer target critical (required)

Compare actual cycle time to the insurer's target or threshold.

Yes No N/A

Vehicles with avoidable delays are identified and documented

Check for documented causes such as parts delays, supplement lag, or rework.

Yes No N/A

Note (optional)

Supplement approval turnaround time is tracked

Enter the average time from supplement submission to approval.

Note (optional)

Repair order milestones are timestamped consistently

Verify key milestones such as estimate complete, parts ordered, start repair, QC, and delivery are recorded.

Yes No N/A

Note (optional)

CSI and Customer Experience

CSI score for the audit period critical (required)

Enter the reported CSI or customer satisfaction percentage used by the insurer.

Note (optional)

CSI meets or exceeds insurer threshold critical (required)

Compare the reported CSI against the scorecard requirement.

Yes No N/A

Customer complaints and negative survey comments are reviewed for trends

Check whether recurring issues are analyzed and assigned to owners.

Yes No N/A

Note (optional)

Delivery communication and status updates are documented

Verify proactive communication to the customer during repairs and at delivery.

Yes No N/A

Note (optional)

Alternative Parts Usage and Estimate Compliance

Alternative parts usage rate for the audit period

Enter the percentage of eligible repairs using approved alternative parts.

Note (optional)

Alternative parts usage aligns with insurer policy and vehicle eligibility critical (required)

Verify parts selection follows the insurer's approved parts hierarchy and repairability criteria.

Yes No N/A

Required approvals for non-OEM or alternative parts are documented critical (required)

Confirm approvals are recorded before installation when required.

Yes No N/A

Estimate line items and parts documentation support the selected parts type

Check that estimates, invoices, and photos support the parts used.

Yes No N/A

Note (optional)

Comeback Rate, Rework, and Quality Control

Comeback rate for the audit period critical (required)

Enter the percentage of repairs returned for correction or repeat concern.

Note (optional)

Comeback rate is within insurer threshold critical (required)

Compare comeback performance to the scorecard requirement.

Yes No N/A

Root cause analysis is completed for each comeback critical (required)

Verify each comeback has a documented cause, owner, and corrective action.

Yes No N/A

Final quality control inspection is documented before delivery

Confirm QC sign-off includes fit, finish, safety systems, and repair completeness.

Yes No N/A

Note (optional)

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