Customer pay transactions are now a routine reality for many collision repair facilities across Canada, according to a recent Collision Repair magazine reader survey examining how often out-of-pocket costs arise, when they occur during the repair process and how customers typically respond.
71% of respondents said they encounter customer pay on a regular basis, while another 21% said it occurs occasionally. Only 7% reported that they do not see customer pay at all, suggesting the practice is firmly embedded in day-to-day repair operations.
The survey indicates customer pay most often enters the conversation early. 80% of respondents said it most commonly arises at the estimating stage, well ahead of teardown, supplement discussions or delivery. Just 9% said customer pay typically surfaces during teardown, while fewer still pointed to supplements or post-repair billing.
Amounts paid by customers vary significantly. 33% percent of respondents said customer pay fluctuates too widely to estimate. Among those who cited a typical range, 27% reported amounts between $500–$1,000. 20% said customer pay frequently exceeds $1,000 and another 20% cited amounts between $250–$500.
Customer reactions appear mixed but manageable. 67% of respondents said customers are generally accepting of customer pay, either immediately or after an explanation. However, 27% said customers are frequently or almost always resistant, underscoring the continued challenge of explaining uncovered procedures and costs.
When resistance arises, trust appears to matter most. 53% percent of respondents said customer trust in the repair facility is the primary factor that convinces customers to approve out-of-pocket expenses. Insurer involvement and visual evidence such as photos, scans or measurements each ranked far lower.
In-person communication remains the dominant approach. 60% of respondents said face-to-face discussions are the most effective way to communicate customer pay, followed by phone calls and digital communication.
Looking ahead, most respondents expect customer pay to remain a fixture. 60% said they anticipate customer pay becoming more common over the next two years, either gradually or significantly, while 27% expect little change.
See the results below:
