Key Insights from FenderBender’s Annual Industry Survey

The collision repair industry continues to evolve rapidly, shaped by shifting market dynamics, technological advancements, and changing consumer expectations. FenderBender’s 2025 Industry Survey Report offers a comprehensive snapshot of this transformation, drawing on responses from hundreds of shop owners and operators across the country. This year’s findings reveal a notable shift in priorities, a renewed focus on insurer relationships, and a growing commitment to technology and training.

A New Top Concern: Insurer Influence Surpasses Technician Shortage

For years, the technician shortage has dominated industry conversations, consistently ranking as the No. 1 challenge for collision repair shops. However, the 2025 survey marks a significant turning point: Insurer influence has now overtaken staffing concerns as the most pressing issue facing operators.

This shift underscores the growing complexity of insurer-shop relationships. As insurance companies continue to exert influence over repair processes, pricing, and customer interactions, many shop owners are grappling with how to maintain profitability and autonomy. The survey suggests that this concern is not just about reimbursement rates or claims handling—it’s about the broader impact insurers have on business operations and customer satisfaction.

Direct Repair Program (DRP) Work Sees a Modest Rebound

Another noteworthy trend is the slight uptick in Direct Repair Program (DRP) participation. In previous years, many shops reports moving away from DRPs, citing concerns over profitability and control. However, the last two surveys—including this year’s—indicate a modest reversal, with more respondents reporting increased DRP work.

This could reflect a strategic recalibration, as shops seek to balance volume and margin in a competitive market. While DRPs can offer a steady stream of work, they also come with constraints. The data suggests that shops are becoming more selective and strategic in how they engage with these programs, weighing the benefits against the operational demands.

Investing in Technology and Tools: ADAS Calibration Takes Center Stage

Technology continues to be a cornerstone of growth and adaptation in the collision repair industry. The 2025 survey reveals that more shops are investing in advanced tools and equipment, particularly those that support in-house Advanced Driver Assistance Systems (ADAS) calibration.

As vehicles become increasingly complex, the ability to perform accurate ADAS calibrations is no longer optional—it’s essential. Shops that invest in this capability not only improve repair accuracy but also enhance customer safety and satisfaction. The survey highlights a growing awareness of this need, with many respondents prioritizing equipment upgrades to stay ahead of the curve.

Training Investments on the Rise

In tandem with technology investments, training has emerged as a key area of focus. More respondents this year reported allocating resources to staff development, signaling a commitment to building a skilled and knowledgeable workforce.

This trend is particularly important given the ongoing technician shortage. While hiring remains a challenge, shops are increasingly turning inward, investing in the growth and retention of their existing teams. From I-CAR certifications to OEM-specific training, the emphasis is on equipping technicians with the skills needed to handle modern vehicle repairs confidently and competently.

Leadership and KPIs: A Data-Driven Approach to Performance

Beyond operational concerns, the survey also delves into leadership practices and key performance indicators (KPIs). The data reveals that successful shops are those that embrace a data-driven approach, using metrics to guide decision-making and track progress.

Common KPIs include cycle time, touch time, customer satisfaction scores, and profitability metrics. By monitoring these indicators, shop leaders can identify areas for improvement, set realistic goals, and foster a culture of accountability. The survey suggests that shops with strong leadership and clear performance benchmarks are better positioned to navigate industry challenges and seize growth opportunities.

Looking Ahead: Strategic Planning for a Changing Industry

The 2025 report paints a picture of an industry in transition—one that is increasingly strategic, tech-savvy, and customer-focused. While challenges remain, particularly around insurer influence and staffing, the overall tone is one of resilience and adaptability.

Shop owners and operators are not just reacting to change—they’re planning for it. Whether it’s investing in ADAS calibration tools, expanding training programs, or reevaluating DRP participation, the decisions being made today will shape the future of collision repair.

What This Means for ALLDATA Users

For ALLDATA customers, the findings of the FenderBender survey offer valuable and actionable insights. As shops invest in technology and training, the role of comprehensive repair information becomes even more critical. ALLDATA’s OEM-accurate repair procedures, diagnostic solutions, and calibration data support the very initiatives highlighted in this survey. Moreover, as insurer influence grows, having access to verified repair documentation can help shops advocate for proper procedures and fair reimbursement. In this environment, information is power—and ALLDATA is committed to empowering its users with the tools they need to succeed.