How are the KPIs defined, and how are they applied regionally?
Key Performance Indicators (KPIs) for the new program have been developed based on industry best practices. The three main KPIs in the new program are cost control, customer satisfaction, and quality assurance. KPI’s will be used to measure shops performance against their peers in each of their regions.
How can shops manage costs per claim in smaller regions?
Factors such as mix of business and freight times vary widely depending on geographic location. Grouping facilities according to geographic location will establish an even playing field, as facilities will compete against others facing similar market conditions.
However, there are a number of factors within a facility's control that can help reduce costs per claim – the most significant is the facility’s ability to safely repair a windshield instead of replacing it. Facilities can also select more cost-effective parts when alternatives are present in Glass Web Express, and perform ADAS calibrations in-house when possible.
If I have an issue with my designated region, can I dispute it?
Regional boundaries for the new glass repair program will be the same as those for the new collision repair program. While these are not open for dispute, ICBC will review the geographic regions on an annual basis.
How is ICBC counting repairs - per claim or per repair?
Windshield repairs will be captured per claim. For example, a windshield repair claim consisting of three chip repairs will count as one windshield repair claim.
Why would I help to increase the repair ratio when I’m only getting paid for one repair?
When safe, proper windshield repairs are performed instead of unnecessary windshield replacements, the glass repair program saves money. These savings will be shared with high-performing facilities through the Shared Benefits pool. Therefore, facilities will be incentivised to perform a windshield repair when a replacement can be safely avoided.
While the repair ratio is an important performance metric, there are several other KPIs that contribute to a facility’s overall performance – and this directly impacts both tier status and eligibility for the Shared Benefits Program.
Customers with high-end vehicles who insist on a glass replacement will negatively impact our repair ratio. How will this be addressed?
While the repair ratio KPI is heavily weighted in the new program, a facility can achieve strong performance overall through its quality assurance assessments and customer satisfaction scores.
Glass Web Express indicates when a customer has requested a replacement but the windshield damage is repairable. All facilities will be expected to educate customers about safe, cost-effective repairs.
Will ICBC investigate why facilities are replacing windshields?
Yes. By tracking repair ratios and comparing the performance of shops against others within the same region, ICBC will be able to identify facility trends and behaviours that warrant further review.
How will customer satisfaction be measured?
Customer satisfaction will be measured through customer surveys. We are currently in the process of selecting a vendor to design and administer the survey.
If facilities already survey their customers, will ICBC use that information when scoring for customer service?
We are currently seeking a vendor to manage the survey process for all facilities in the program. This process will establish consistency across the program and ensure that customers do not receive multiple surveys. For this reason, results from independently surveys conducted by the facilities will not be used to determine a facility’s customer satisfaction score.