Jun 13, 2023 Lightstone Auto, EchoMBR Ranking Awards, Bernard De Vantier-Strydom, Motor Body Repairers, MBR
Top motor body repairers for 2022 celebrated at ECHOMBR ranking awards
Lightstone Auto’s annual EchoMBR Ranking Awards celebrate Motor Body Repairers who have achieved excellence in customer service, as rated by the public
The annual celebration of top Motor Body Repairers (MBR) in South Africa, under the banner of Lightstone Auto’s EchoMBR Ranking Awards, is back, recognising and highlighting repairers who have achieved customer service excellence, despite the challenges faced over the last year. The awards have been a highly anticipated industry celebration since 2017, recognising repairers based on data collected through telephonic interviews with actual customers rating service providers on experienced business practices.
The award for Top Overall MBR in the country went to Auto Trust Body Repairs from Gqeberha, Eastern Cape while the second and third positions went to Park Panelbeaters and Brighton Body & Spray respectively.
Following the annual procedural practice, in 2022, Lightstone conducted 461 200 customer interviews to derive insights from customers. This was done applying the advanced Bayesian statistical method and multi-level models to not only identify the MBRs that perform well, but also those that are most likely to continue their good performance. “We found that while the ‘perceived quality of the repair’ understandably held a high level of importance in terms of its contribution of a 10-point increase of variable on the advocacy score, staff friendliness featured almost equally, with being kept informed ranking next in line” says Bernard De Vantier-Strydom, Head of Projects and Research at Lightstone.
“So, for a 10-point increase in repair quality, we saw an average increase in advocacy score of 6 points. Similar impact was observed as well for a 10-point increase in staff friendliness. These two factors are by far the most predictive of Advocacy” De Vantier-Strydom continued. This analysis shows the ‘levers’ an MBR can pull on to significantly improve customer satisfaction. The findings also show how, in most cases, the customer is more likely to ‘forgive’ delays in service if they are treated well by the MBR and kept informed on the repair process, behavioural treatments that are logically the easiest levers to pull for MBRs.
This supports a statement that Lightstone Auto has had at the heart of the EchoMBR Awards programme throughout the years that; “A customer who has a problem that is addressed and resolved quickly and efficiently ends up being more loyal and more of an advocate, than a customer that never had a problem in the first place. We are truly proud to continue celebrating MBRs that have maintained the provision of excellent service to customers over the years. This, especially during a time when their industry continues to battle with difficulties marred by the ongoing economic downturn” concludes De Vantier-Strydom.
Apart from the Overall National MBR of the Year, the awards categories also recognise specific achievements, informed by customer feedback. These include:
1. Most likely to be ready on time
2. Most likely to offer quality repair
3. Most likely to keep you informed
4. Most likely to be recommended
5. Friendliest staff
6. Top performers nationally and by province
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