5.2.1 Measurement - Warranty Dealer Dashboard

SECTION 5 – WARRANTY PERFORMANCE MEASUREMENT

5.2 WARRANTY CONSULTING AND AUDIT PROCESS - CONSULTING FIRST

5.2.1 Measurement - Warranty Dealer Dashboard

The Warranty Dealer Dashboard presents warranty data structured into five key metrics, each of which contributes to the Dealership Assessment Score (DAS).

Metrics

Repair Cost Variance – 50 points (50% of score) – This category measures variability in the repair process. It compares your Dealership’s parts cost (excluding markup) and labour hours (and not labour rate) to the National average for repairs of the same causal part on like vehicles for the past six months. Repair Cost Variance is measured across seven categories:
1. Engine
2. Ignition
3. Transmission
4. Clutch and Exhaust
5. Chassis
6. Body
7. Electrical
Potential Repeat Repair – 20 points (20% of score) – This category measures claim attributes that the customer may perceive as a repeat repair (excluding same-day repairs). It is identified by similar labour operations, causal part, Customer Concern Codes, Warranty Classification Code, etc., across multiple repairs for the same Vehicle Identification Number (VIN), over a one-month period.

Repair Order Open to Close Time – 10 points (10% of score) – This category measures the amount of time that a Repair Line is open, as reported in Dealer DMS (Dealer Management System). This is an indicator of how long customers are without their vehicles and has an impact on RAV and Local Law eligibility.

Repair Order Close to Submit Time – 10 points (10% of score) – This category measures the amount of time it takes Dealers to submit a claim for completed repair. Measures the number of days from repair order close to receipt in ONE Warranty Solution (OWS).

Claim First Time Through – 10 points (10% of score) – This category measures the percentage of claims accepted on first submission into OWS.
Note: The pre-validation option in OWS can be a beneficial resource for submitting accurately processed claims. Claims returned in a pre-validated submission stage are not considered as “submitted.”