DRP Scorecard Glossary
This glossary has Metrics in various categories. Select any category to see the Measures, Definitions, and Formulas.
Note: Click the printer icon in the top right if you wish to print this glossary.
Dashboard Glossaries
This section highlights the Attributes and Measures available in the DRP Scorecard dashboards.
Dashboard Attributes
| Attribute | Definition |
|---|---|
| Active Flag | Flag to filter shops that are currently active in the DRP program, "Y", or were once active in the selected time period, "N". |
| CBSA | Combination of the Code and Description for the Core Based Statistical Area the shop works in. |
| Claim Number | Unique identifier for the insurance carrier record. |
| Company Code | Insurance company code. |
| Company Name | Insurance company name. |
| Coordinator Name | The individual at the insurance carrier who oversees the performance of the individual shops. The name of this field is defined by the insurance carrier in the CLEAR registration tool (Only available on Insurance Scorecards). |
| Data Last Refreshed | Datetime that Tableau last refreshed the data in the view. On Sunday afternoons, new claim volume is added to the dashboard where as the daily runs during the week update hierarchy changes or scorecard configuration changes. |
| Driveable Flag | As noted from the latest file on a claim whether the vehicle is deemed to be driveable. |
| Estimate Complete Datetime | The date the latest estimate was completed for the selected claim. |
| KPI Definition | Definition of the selected KPI as specified in the glossary. |
| KPI Display Name | The insurance carrier's custom name for the configured KPI. |
| KPI Quadrant | The metrics selected for DRP scorecard are broken into 4 quadrants: Estimating, Cycle Time, Quality, and Customer Satisfaction. Estimating KPIs measure utilization on the latest estimate, Cycle time analyzes the timeliness of repairs by vehicle out business event, Quality measures how well an estimate was written, and Customer Satisfaction is how well consumers rate their experience with the shop based on the multi-question survey. |
| Level 1 Hierarchy Name | Level 1 Hierarchy of the DRP coordinator at the insurance carrier (Only available on Insurance Scorecards). |
| Level 2 Hierarchy Name | Level 2 Hierarchy of the DRP coordinator at the insurance carrier (Only available on Insurance Scorecards). |
| Level 3 Hierarchy Name | Level 3 Hierarchy of the DRP coordinator at the insurance carrier (Only available on Insurance Scorecards). |
| Level 4 Hierarchy Name | Level 4 Hierarchy of the DRP coordinator at the insurance carrier (Only available on Insurance Scorecards). |
| Level 5 Hierarchy Name | Level 5 Hierarchy of the DRP coordinator at the insurance carrier (Only available on Insurance Scorecards). |
| Level 6 Hierarchy Name | Level 6 Hierarchy of the DRP coordinator at the insurance carrier (Only available on Insurance Scorecards). |
| Level 7 Hierarchy Name | Level 7 Hierarchy of the DRP coordinator at the insurance carrier (Only available on Insurance Scorecards). |
| Loss Category | Type of coverage applicable to the claim. |
| MSO Name | Name of the multi-store operator the shop belongs to. If the shop is not a part of an MSO, this will say "Single Shop". |
| MSO Region | The defined region by the MSO for the given shop (only available on Shop Scorecards). |
| Rank By | Defines whether the insurance carrier would like to rank their shops at a CBSA or State level. |
| Shop Name | The name of the shop completing the work. |
| Shop State | The State location of the DRP shop. |
| Show Crosstab | In the claim detail screen, turn this button to yes to view claim level data. 1 shop needs to be selected on the "Coordinator Scorecard" for data to display. One shop and one carrier need to be selected to display claim level data for the "Single Shop Scorecard". |
| Survey Complete Datetime | Datetime when the multi-question shop survey was completed by the consumer. |
| Target Score | Target score for the shop in the current period (Sum of all 4 quadrants). |
| Time Period | The time period selected for shop scoring. |
| Vehicle Make | Make of the vehicle on the insurance claim. |
| Vehicle Model | Model of the vehicle on the insurance claim. |
| Vehicle Year | Year of the vehicle on the insurance claim. |
Dashboard Measures
| Measure | Definition |
|---|---|
| Claim Unique Count | Total number of claims the shop worked on in the selected time period. This can be solely estimates, repairs, or surveys completed. |
| Customer Satisfaction Exception Count | Number of Exceptions on Customer Satisfaction KPIs. |
| Customer Satisfaction Score | Aggregated score based on the shop's performance on Customer Satisfaction KPIs. |
| Customer Satisfaction Score Period Change | The percentage change from prior period to current period for the selected breakout Customer Satisfaction score. |
| Customer Satisfaction Target Score | Target score for the Customer Satisfaction KPIs. |
| Cycle Time Exception Count | Number of Exceptions on Cycle Time KPIs. |
| Cycle Time Score | Aggregated score based on the shop's performance on Cycle Time KPIs. |
| Cycle Time Score Period Change | The percentage change from prior period to current period for the selected breakout Cycle Time score. |
| Cycle Time Target Score | Target score for the Cycle Time KPIs. |
| Estimates Completed | Number of estimates completed by the shop in the selected time period as defined by the latest estimate completion. |
| Estimating Exception Count | Number of Exceptions on Estimating KPIs. |
| Estimating Score | Aggregated score based on the shop's performance on Estimating KPIs. |
| Estimating Score Period Change | The percentage change from prior period to current period for the selected breakout Estimating score. |
| Estimating Target Score | Target score for the Estimating KPIs. |
| Exception | If a shop did not meet the target for the selected KPI as defined by the insurance carrier, they receive an exception. |
| KPI Target | The target value for a given KPI set forth by the insurance carrier. |
| KPI Value | The shop's aggregated score for the selected KPI in the current period. |
| Max Rank | The total number of shops in the given CBSA or State (defined by insurance carrier). |
| Quality Exception Count | Number of Exceptions on Quality KPIs. |
| Quality Score | Aggregated score based on the shop's performance on Quality KPIs. |
| Quality Score Period Change | The percentage change from prior period to current period for the selected breakout Quality score. |
| Quality Target Score | Target score for the Quality KPIs. |
| Rank | Shops rank out of the total number shops in the given CBSA or State (defined by insurance carrier). |
| Repairs Completed | Number of repairs completed by the shop as defined by the vehicle out business event. |
| Score | Total score for the given shop in the current period (Current month - 3 months). |
| Score Period Change | The percentage change from prior period to current period for the selected breakout total score. |
| Surveys Completed | Number of surveys completed in the selected time period as defined by the survey completed datetime. |
KPI Metrics
This section highlights all the different Key Performance Indicators (KPIs) a shop can be scored against based on the insurance carrier configuration. With all the metrics you see below, there are different filters that can be applied to the calculations such as:
- Drivable Condition Driveable or Non-Driveable?
- Total Cost of Repair Ranges ($0 - $2,000, $2,000 - $4,000, etc.)
- Vehicle Age (0-3 years, 4 years or older, etc.)
Cycle Time Metrics
| Measure | Definition | Formula |
|---|---|---|
| % of On Time Delivery | Percentage of claims where the vehicle was delivered to the customer on the same day as the original promise date (populated through repair events). | Total Vehicles Delivered on Time / Total Vehicles Repaired |
| % of On Time Repairs | Percentage of claims where the repairs were completed on the same day as the original targeted Repairs Completed date (populated through repair events). | Planned Repair Complete Met Count / Repair Count |
| % of Early and On Time Delivery | Percentage of repaired vehicles that were delivered on or before the original Promise Date based on repair events. | Total Vehicles Delivered on Time or Early / Total Vehicles Delivered |
| Labor Hours per Shop Day | Average labor hours processed per day (Based on total labor hours and total calendar days from Vehicle In to Vehicle Out repair events). | Total Labor Hours / Vehicle In to Vehicle Out Days |
| Last Estimate Assignment Sent to Estimate Sent Days Avg | Average number of days from the last assignment to estimate upload. | Last Assignment Sent to Estimate Sent Days / Last Assignment Sent to Estimate Sent Days Count |
| Last Estimate Assignment Sent to Vehicle In Days Avg | Average number of days from last estimate assignment to the day the vehicle was brought into the repair facility (as populated through repair events). | Last Assignment Sent to Vehicle In Days / Last Assignment Sent to Vehicle In Count |
| Repairs Completed to Vehicle Out Days Avg | Average number of days from the time the vehicle is marked complete to when the customer picks up the keys (Calculated by the difference between Repair Completed Date and Vehicle Out date as populated through repair events). | Total Repair Complete to Vehicle Out Days / Total Claims with Repair Complete to Vehicle Out |
| Vehicle In to Repairs Started Days Avg | Number of days it takes to start a repair after a vehicle was checked-in at a repair facility (Vehicle in and Repairs Started datetimes populated through repair events). | Total Vehicle In to Repairs Started Days / Vehicle In to Repairs Started Count |
| Vehicle In to Vehicle Out Days Avg | Number of days it takes to check-out a vehicle from a repair facility after it was checked in. (Vehicle In and Vehicle Out Days populated through repair events). | Total Vehicle In to Vehicle Out Days / Vehicle In to Vehicle Out Count |
Estimating Metrics
| Measure | Definition | Formula |
|---|---|---|
| % of Claims with True Supplement | % of claims that have at least one un-requested supplement. | -- |
| Aftermarket % of Part Amount | The percentage of total part cost on a claim accounted for by aftermarket parts. | Total After Market Parts Amount / Total Part Amount |
| Assignment Sent to Estimate Upload | Average number of days from the last assignment sent to when the estimate was uploaded. | Total Days from Last Assignment Sent to Estimate Upload / Total claims with last assignment sent to Estimate Upload |
| Avg # of True Supplements per Claim | The average number of un-requested supplements on a given claim | -- |
| Avg # of Parts Replaced per Claim | Number of parts replaced on a given appraisal. | Total Part Count / Estimate Count |
| Avg Negotiated Supplement Amount per Claim | The average requested supplement amount per claim. | -- |
| Avg True Supplement Amount per Claim | The average un-requested supplement amount per claim | |
| Avg True Supplement Amount per Claim | The average un-requested supplement amount per claim. | True Supplement Total Amount / Claim Count with atleast 1 True Supplement |
| Avg Labor Amt Per Appraisal | Average labor costs per appraisal. | Total Labor Amount / Estimate Count |
| Avg Paint Amt per Appraisal | Average total refinish amount for a given appraisal. | (Paint Repair Amount + Paint Replace Amount) / Estimate Count |
| Avg Paint Labor Hrs per Claim | Average number of repair and replace refinish labor hours. | (Paint Repair Hrs + Paint Replace Hrs) / Claim Count |
| Avg Parts Amt per Claim | Total dollar amount of replaced parts. | Total Part Amount / Estimate Count |
| Avg Price per Part | Average dollar amount on a given replaced part. | Total Part Amount / Total Parts |
| Avg Repair % of Total Labor Hours | Percentage of total labors hours that were repair. | Total Repair Hours / Total Labor Hours |
| Avg Repair Hrs per Appraisal | Average number of repair labor hours per estimate (Repair labor hours are defined as labor and paint on repaired lines) | Total Repair Hours / Estimate Count |
| Avg Repair Labor Hrs per Appraisal | Average number of repair labor hours per appraisal (Repair labor hours are defined as labor and paint on repaired lines) | Total Repair Hours / Total Estimate Count |
| Avg Total Cost of Repairs | Average Total Cost of Repair for appraised claims (including all supplements). | Total Repair Cost / Claim Count |
| Bumper Repair % | Percentage of bumper damage that is repaired instead of replaced. | Bumper Repair Count / (Bumper Repair Count + Bumper Replace Count) |
| Capture Rate | Percentage of total appraisals that were repaired anchored to the Estimate of Record (Repair is defined by a vehicle out event being present) | Estimate Count where Repair Status = Repaired / (Estimate Count where Repair Status = Repaired or Appraised) |
| Labor % of Total Repair Cost | Total dollar cost on labor as a percentage of the Total Cost of Repairs. | Total Labor Amount / Total Cost of Repair |
| Non-OEM% of Part Amt | Percentage of total part amount where the part type is not OEM. | (Total Part Amount - OEM Part Amount) / Total Part Amount |
| OEM % of Part Amt | Percentage of total part amount where the part type is OEM. | Total OEM Part Amount / Total Part Amount |
| Paint % of Total Repair Cost | Total dollar cost on refinish hours as a percentage of the Total Cost of Repairs (Does not include paint materials). | Total Paint Amount / Total Cost of Repair |
| Parts % of Total Repair Cost | Total dollar cost on replaced parts as a percent of the Total Cost of Repairs. | Total Part Amount / Total Cost of Repair |
| Recycled % of Part Amount | The percentage of total part cost on a claim accounted for by recycled parts. | Total Recycled Part Amount / Total Part Amount |
| Repair % of Sheet Metal Labor Amt | Percentage of body repair hours cost compared to all body labor hours. | Sheet Metal Repair Amount / (Sheet Metal Repair Amount + Sheet Metal Replace Amount) |
| Repair % of Sheet Metal Labor Hrs | Percentage of body repair hours compared to all body labor hours. | Total Sheet Metal Repair Hours / (Total Sheet Metal Repair Hours + Total Sheet Metal Replace Hours) |
| Repair % of Total Labor Amt | Percentage of total repair cost compared to total labor cost. | Total Repair Amount / Total Labor Amount |
| Supplement % of Total Repair Cost | Percentage of total repair cost accounted for from supplements. | Total Supplement Amount / Total Repair Cost |
Quality Metrics
| Measure | Definition | Formula |
|---|---|---|
| % of Claims with Supplement Change Requested | % of Claims where there is a Supplement Change Requested in Estimate Review. A claim is only counted once if there are more than one supplement change request. | Claim Count with Supplement Change Request / Estimate Count |
| % of Appraisals Scored Very-high and High | Percent of appraisals that have estimate record predicted "Very High" or "High" by predictive review | Estimates scored Very High and High / Estimate Count |
| % of Claims with Supplement Change Requested | % of Claims where there is a Supplement Change Requested in Estimate Review. A claim is only counted once if there are more than one supplement change request. | Total Supplement Change Requests / Estimate Count |
| % of Claims with Supplement(s) | Percentage of claims that have a supplement compared to all claims (Includes all appraised claims and zero dollar supplements) | Total Claims with a Supplement / Claim Count |
| % Expected on High and Very High Claims | Average Change Request amount as a percentage of total cost of repair on initial estimates deemed "Very High" or "High" through Predictive Review | Expected Supplement Amount for Very High and High Claims / File Amount for Very High and High Claims |
| Average Supplement Amt | Average dollar amount of all supplements (This is calculated based on total number of estimates whether they have a supplement or not) | Total Supplement Amount / Total Claims |
| Average Supplement Change Request % of TCOR | Average supplement request amount as a percentage of total cost of repair for all claims with and without a supplement request | Supplement Expected Amount / Total Cost of Repair |
| Avg # of Reviews per Claim | The average number of reviews per claim for files that have had at least one review completed | Review Count / Estimate Count |
| Avg # of Exceptions per First Audit | Number of scorable carrier audit exceptions on the initial estimate upload | First Audit Exception Count / Claim Count |
| Avg # of Exceptions per Last Audit | Number of scorable audit exceptions on the last file | Last Audit Exception Count / Claim Count |
| Avg Last Audit Score per Claim | Average total audit score for the latest file uploaded | Last Audit Score / Audit Count |
| Avg Over Estimated Amt | Average estimate review with supplement requested overestimated amount | Total Over Estimated Amount / Total Estimate Review Count |
| Avg First Audit Score per Claim | Average total audit score on the initial estimate upload | First Audit Score / Audit Count |
| Avg Overwrite % of TCOR | Estimate review with supplement requested overestimated amount as a percent of total cost of repair | Total Overwritten Amount / Total Cost of Repair |
| Avg Underwrite % of TCOR | Estimate review with supplement requested underestimated amount as a percent of total cost of repair. | Total Underwritten Amount / Total Cost of Repair |
| Estimate Accuracy | The percent dollar amount of the original estimate that was satisfactory and not under review | -- |
| Over Estimated Amount as a % of TCoR on H and VH Claims | Overestimated amount for estimates predicted "Very High" or "High" by predictive review as a percentage of total repair cost | Overestimated Amount on Very High and High Claims / Total Repair Cost on Very High and High Claims |
Customer Satisfaction Metrics
| Measure | Definition | Formula |
|---|---|---|
| % of Repairs with Surveys Requested | Percentage of repairs that received the multi-question CSI survey. | Total Count of Surveys Sent / Total Count of Repairs Completed |
| % of Survey Responses | Percentage of multi-question surveys completed out of those sent out. | Count of Surveys Completed / Total Surveys Sent |
| Avg Quality Score | Average score calculated from the responses of the "Quality" question in the CSI survey. | Total Quality Score on CSI .Survey / Total Count of Surveys with quality score |
| Avg Recommended Shop Score | Average score calculated from the responses of the "Recommend Shop" question in the CSI survey. | Sum of Recommended Shop Score / # of Recommended Shop Responses |
| Avg Service Score | Average score calculated from the responses of the "Service" question in the CSI survey. | Sum of Scores on Service Question/ Total Responses |
| Kept Informed % | Percentage of responses to the "Kept Informed" question on the CSI survey that answered "Yes". | Sum of Scores on Kept Informed Question / Total Responses |
| Net Promoter Score | The likelihood of a customer recommending a shop which is determined based on responses to the "Recommend Shop" question on the multi-question CSI survey. | -- |
| Net Promoter Score on Collision & Comprehensive Claims | The likelihood of a customer recommending a shop which is determined based on responses to the "Recommend Shop" question on the multi-question CSI survey. This is solely for collision and comprehensive claims. | -- |
| Survey % of On Time Delivery | Percentage of times the customer responded "Yes" to vehicle delivered on time on CSI survey. | Total Vehicles Delivered on Time / Total Vehicles Delivered |
| Survey % of Vehicles Not Returned | Percentage of times the customer stated they did not have to return the vehicle through the CSI survey. | Survey Responded “not returning car” for Driveable Vehicles / Survey Responses on Driveable Vehicles |
| Survey % of Vehicles Returned | Percentage of times the customer stated they had to return the vehicle through the survey. | Number of Returned Responses / Total Responses |
| Survey Response Rate per Repair | Percent of repairs that had a CSI survey completed (Repair based on Vehicle Pick Up event). | Number of Surveys Completed / Total Number of Repairs |
| Vehicle Cleanliness | Average score calculated from the responses of the "Cleanliness" question in the CSI survey. | Sum of Cleanliness Scores / Total Cleanliness Response Count |
