Article Summary
A survey of Canadian collision repair professionals shows that 93 percent of shops don't use AI-generated estimates, with none reporting positive customer reactions. The data reveals that personal interaction, insurance partnerships, and word-of-mouth referrals remain the most trusted methods for acquiring customers and building business in the repair industry.
- 93 percent of collision repairers surveyed don't use AI-driven estimates, with only 7 percent adopting the technology
- 86 percent of respondents rated face-to-face interaction as very important and irreplaceable for customer relationships
- Customer acquisition relies heavily on insurance recommendations (50%), personal referrals (43%), and online searches (21%)
- 71 percent of shops provide proactive repair updates, primarily via text messaging (50%), with 29 percent only updating when customers request information
- 79 percent of customer inquiries focus on repair timelines, while only 21 percent ask about estimate accuracy
Toronto, Ontario — A recent survey of Collision Repair readers shows industry professionals remain deeply skeptical about using artificial intelligence for repair estimates.
AI-driven estimates face near-total resistance in the Canadian market: 93 percent of respondents said they don’t use them, while just 7 percent do. None reported positive customer reactions.
Opinions on AI chatbots in customer service were more divided. Thirty-six percent of respondents would accept them if follow-up calls were handled by people, while another 36 percent said customers still expect a real person. Twenty-one percent were unsure if customers would accept chatbots, and 7 percent said their customers prefer them.
Personal interaction remains central to the industry. A full 86 percent of respondents rated face-to-face interaction as very important and irreplaceable, while 14 percent said it was somewhat important. None considered it unimportant.
On customer acquisition, half of respondents said insurance recommendations remain their top source of new clients. Forty-three percent pointed to personal referrals, reinforcing the importance of word-of-mouth. Digital discovery is growing, with 21 percent citing online searches and reviews. Seven percent reported walk-in or drive-by traffic, while another 7 percent listed other methods.
Real-time communication has also become standard practice in many shops. Seventy-one percent of respondents provide proactive updates during repairs, most often by text (50 percent). Fourteen percent use phone calls, and 21 percent rely on apps or online portals. Still, 29 percent said they only provide updates when customers ask.
Customer inquiries tend to focus on timing: 79 percent of shops said repair timelines are the most common question before work is approved. Twenty-one percent reported concerns about estimate accuracy, while only 7 percent said customers ask most about warranty details.
Overall, the survey highlights a significant gap between available technology and adoption. Just 7 percent of respondents use AI-generated estimates, suggesting tech providers face challenges in proving value to shops. Meanwhile, communication methods remain mixed, with shops balancing efficiency and personal service.
The data makes clear that while 50 percent of new business comes from insurance partnerships, 43 percent from referrals and 21 percent from online channels, success in this industry still hinges on human connection.
