Crawford report finds contractors rank customer experience above workmanship in managed repair
A Crawford & Company report based on a survey of nearly 500 contractors found they ranked customer experience as the biggest factor in industry success, selecting it twice as often as workmanship quality.
1. Survey findings
Nearly 500 contractors surveyed for Crawford & Company’s managed repair report identified customer experience as the biggest factor in industry success, selecting it twice as often as workmanship quality. The report cited rising consumer expectations and broader insurer discount demands as pressures on contractor-carrier relationships, and warned that an imbalance preventing any stakeholder from participating effectively would hurt the managed repair ecosystem.
