MVRA MEMBERSHIP QUESTIONNAIRE ANALYSIS MARCH 2005 AUDATEX ESTIMATING SYSTEM

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1 MVRA MEMBERSHIP QUESTIONNAIRE ANALYSIS MARCH 25 AUDATEX ESTIMATING SYSTEM Audatex View

2 Two key themes underpin our product strategy - 'end-to-end' processing and the Internet. We have built upon the success of AudaWorkstation, the industry standard platform for computerised estimating, to offer integrated, web-enabled solutions that allow customers to manage the entire motor claims process efficiently and profitably. While our product strategy may have helped build our reputation as an innovator in the market, it is the Audatex commitment to customer service that has ensured continued growth and success. Extensive research and development resources, first class pre and post sales support services and comprehensive training facilities, enable Audatex to deliver a complete portfolio of integrated solutions that help customers maximise efficiency, increase productivity and reduce costs. Source: Audatex website April 25 Analysis of MVRA Bodyshop member feedback to Audatex Questionnaire March 25

3 This document is solely concerned with the results of a detailed questionnaire to MVRA bodyshop members who use the Audatex Estimating System. Objectives of the exercise In March we sent out a questionnaire to all bodyshop members, asking those who used the Audatex estimating system to complete it and return it to us. We wanted to have an accurate insight into our members use of and views of the Audatex system in order to fully represent their views and concerns at the forthcoming Audatex meeting on April 27 th. We were particularly keen to discover how effectively our members feel the products serve them and how they compare with the other systems. Methodology A questionnaire (copy attached) was faxed to all full and process bodyshop members. Executive summary This report summarises member views and highlights specific areas of concern. 814 questionnaires were sent out and 157 returned, thus 19% of recipients returned the questionnaires. The good news for Audatex 85% expressed overall satisfaction with the system 96% have between 1 and 5 workstations 99% have between 1 and 5 Licensed Audatex users 56% of members have used the system for more than 5 years 37% of recipients use Audatex for 25+ jobs per week An astonishing 92% were aware of AudaEnterprise (the internet version of Audatex, which all users should be converted to by September 6) Negativity and niggles 36% indicated that they did not take up re-certification

4 51% of members were dissatisfied with the costs of training and estimate production 37% think the repair times are unrealistic Some concerns were expressed with the lack of support (5%) and training (3%). The Competition Of the 81% that used other estimating systems, 6% preferred Audatex for accuracy, ease of use and time saved The % that preferred other systems named (in no particular order) Image Assessor, Autoquote, T.T.S, Bodymaster, ARC s, Autoclaims, Concorde, E-scribe, Bodyshop Direct, Quoites, E-macs, Interest, Auotomanagement, Gateway and Glassmatix. The results had clearly shown a Top 5: 1) Glassmatix 2) Interest 3) Quoites 4) Bodyshop Direct, BodyMaster and Arcs 5) Autoquote and T.T.S Some members made specific comments regarding the Audatex System and these were isolated and are attached.

5 P LEAS E O NLY COMPLETE IF YOU ARE AN AU DATEX USER March 25 Your MVRA member no. Your Company Name Your Name Dear Member We are currently researching those repairer members using Audatex estimating systems, in order that we can represent your views and concerns and to ascertain how effectively our members feel the products serve them. Please use additional sheet if required. Q1. How many workstations or PC s are on your Audatex system? Q2. How many years have you had your Audatex estimating system? Under 1yr 1-3yrs 3-5yrs Over 5yrs Q3. Are you happy overall with your Audatex system? Yes No Q4. Which aspect of the Audatex system are you happiest with? Accuracy Time saved Ease of use Q5. Which aspect of Audatex are you most unhappy with please be specific? Support Cost Training Repair Times Other Q6. How many jobs per week do you use the Audatex systems for? Q7. How many licensed Audatex users do you have? Q8. How do you connect to the Internet? Broadband Dial Up Q9 Are you aware of AudaEnterprise? Yes No Q1. What date did your staff last take up re-certification with Audatex / /.. Q11. Do you use any other estimating system? If so which? Q12. Which of the estimating systems you are currently using do you prefer and why? Membership Number: Company Name: Contact Name Many thanks for participating Barbara Herbert Sales & Marketing Manager

6 PLEASE FAX BACK TO MVRA ON Questionnaire Research Analysis The questionnaire research was segmented into membership held for Full and process QA Bodyshop and Approved Body. All returns were fully analysed and the overall results were collated and had produced some common views and concerns. The following graphs represent the overall analysis of the completed questionnaires.

7 Q1 - No. of Workstations or PC's to 5 6 to 1 11 to Q2 - No of years Audatex used Under 1 yr 1 to 3 yr 3 to 5 yr Over 5 Yr

8 Q3 - Are you Happy with Audatex Yes 15 No Q4 - Aspects of Audatex Happy with Accuracy Time Saved Ease of use

9 Q5 - Aspects of Audatex Unhappy with Support Cost Training Repair Times 4 Other Q6 - No of Jobs per week to 5 6 to to

10 Q7 - No of Licensed Audatex Users to 5 6 to 1 11 to Q8 - Connection to the Internet Broadband 41 Dail Up

11 Q9 - Awareness of AudaEnterprise Yes 8 No Q1 - Date of Re-certification Not indicated

12 Q11 - Usage of Other Systems Yes 19 No Q12 - Preference of Audatex Yes No Specific negative comments made by MVRA Bodyshops regarding Audatex Estimating System No Technical back-up Not transparent enough on repair times

13 Used as a repair cost with no leeway has been questioned and have been advised that this is set by manufacturers THEY DO NOT REPAIR CARS? Have problems when uploading assessments Some of the job times advised are questionable Not happy with online estimating Costs of training very high Training is not available in Northern Ireland Very high costs and no support Technical faults Reliability English translation is poor Terminology is poor Technicians can find estimates difficult to follow Explanations of what is to be removed and replaced to enable an operation to be carried out is unsatisfactory Audatex is often a work providers preferred choice for its management system - not its estimating system Audatex is not user friendly System design is one of confusion and unconvincing answers to many questions Unless requested Audatex representatives are rarely seen on site Most estimates difficult to do as insufficient models covered Other more realistic repair times (labour hours) Other systems are cheaper Other systems are more accurate Other systems are quicker Other systems are more cost effective Other systems don t cost anything to produce estimates, Other systems allow for estimates to be converted into a job giving better control Some of the Audatex finishing times are tight, (although materials and paint can be generous)

14 Some estimates take far too long to be produced, some other systems can produce estimates in half the time. Specific positive comments made by MVRA Bodyshops regarding Audatex Estimating System Audatex is quick and finds info in decent times

15 Audatex gives full costing Audatex has a better database Audatex is more accurate Easy to use as is picture based Audatex saves time, works faster Audatex allows for individual usage Audatex is very detailed It is interesting to note that, despite Audatex s high satisfaction scoring, users had many more specific negative comments than they did positive ones.

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