Collision website inquiry-to-repair-order cohort
Review actual nested stages from one unique inquiry group.
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Illustrative example inputs
These starting values show how the math works. They are not industry averages, customer results or a quote.
| Input | Example value |
|---|---|
Unique website inquiries One intake cohort and observation date. | 50 |
Inquiries with recorded customer contact Actual defined contact, not an attempted call. | 40 |
Contacted inquiries with an issued estimate Current source estimate from this same group. | 30 |
Estimated inquiries with an accepted repair order Actual acceptance under your documented decision rule. | 18 |
Accepted orders with recorded completion Work completion evidence, not a scheduled future date. | 14 |
Example results
| Measure | Result |
|---|---|
Recorded contact coverage Contacted inquiries divided by the selected inquiry cohort. | 80% |
Estimate-to-order acceptance Actual accepted orders among issued estimates. | 60% |
Accepted-order completion share Recorded completion among accepted orders. | 77.78% |
Calculation detail
| Measure | Result |
|---|---|
| Contact-to-estimate share | 75% |
| Inquiries without recorded contact | 10 |
| Contacted inquiries without an estimate | 10 |
| Estimates without an accepted order | 12 |
| Accepted orders without recorded completion | 4 |
Model assumptions
- Keep one linked inquiry cohort and observation date.
- Count each inquiry once at each reached stage.
- Accepted orders require actual decision records, not clicks or proposed dates.
- A missing later stage can be pending rather than a confirmed loss.
Read alongside these results
- No CRM update or repair authorization is performed.
- The worksheet establishes no revenue, claim settlement or causal website improvement.
- Unavailable denominators remain unavailable.
Download this worked example (CSV). Use the interactive version to export your own inputs and results.
Your website receives estimate requests. Your calendar and repair-order records show what happened next. A button click is not a contacted customer. A contacted customer is not an accepted repair order. Follow the same inquiry group through the actual stages before deciding what your website produced.
The tool above displays recorded customer contact, issued estimates, accepted orders and completed repairs within one inquiry cohort. The starting counts are fictional. Replace them with authorized totals from your records. Enter counts, not customer details. The worksheet updates no CRM and establishes no repair authorization.
Use with this guide
Review supported website findings
Check scope, source dates and collection gaps.
Answer the real intake question
Use current estimate and scheduling evidence.
Keep order decisions distinct
Do not infer customer approval from a payer response.
Review local body-shop search visibility without calling rankings sales
A map point is an observation, not a customer. Keep neighborhood search coverage separate from recorded inquiries and accepted repair orders.
Browse the complete auto body guides and worksheets.
Choose one inquiry group and observation date
Define the source, intake period and unit you are counting. One customer might submit several forms about the same repair. Deduplicate under a documented rule before calling those submissions unique inquiries. Keep the original inquiry reference beside each later outcome so another employee has a way to reproduce the count.
Run the report with a stated observation date and leave pending work visible. Compare the selected intake group with its own later estimates, decisions and completed repairs. Estimates issued this month for older leads belong to their original inquiry group. Keep names, phone numbers and claim details out of public tracking parameters.
Count the actual shop event for each stage
Count contact when the defined conversation occurred, rather than when someone attempted a call. Count an estimate when its current source exists. Use the shop's documented decision rule for accepted orders. Keep customer authorization separate from payer review. A requested date is not an accepted production booking.
The FTC’s guidance distinguishes written estimates for additional work and actual approval for that work. The repair order record is where these decisions are actually recorded. This simple report is not meant to set up an authorization process for your shop, but rather to help track completion of the work defined by the repair order. Work marked complete in a task list is not the same as proof that work was actually completed for a customer.
Sources for this section: FTC: Repair estimates, records and written warranty terms
Read the fictional stage denominators
The fictional group has 50 unique inquiries, 40 recorded contacts, 30 estimates, 18 accepted orders and 14 completed repairs. Contact coverage is 80 percent of inquiries. Acceptance is 60 percent of estimates. Completion is about 77.78 percent of accepted orders. These figures demonstrate the worksheet, not collision-industry benchmarks.
The detail view also outlines the following metrics: 75% of contacts who reached out to the business for an estimate were provided with one. 10 inquiries had no recorded contact, 10 contacted customers had no record of an estimate being provided for their inquiry, 12 estimated repair(s) had no record of an accepted order for the inquiry and 4 accepted repair orders had no recorded completion for the corresponding customer.
Investigate the stage needing a supported action
Inspect the source records behind a gap before lowering prices. Was the requested service available? Did staff obtain the intake information? Is the current estimate awaiting the customer's decision? A scheduling conflict needs a different response from an unanswered scope question. Record the reason your evidence supports instead of assuming every unfinished inquiry was lost.
HubSpot documents task owners, dates and associated records. Use equivalent fields to assign the source check or intake handoff in your actual CRM. Name the unresolved step and evidence needed. Completing an internal review does not establish another accepted order. Report the customer outcome only after its source exists.
Sources for this section: HubSpot: Task owners, due dates and associated records
Keep website findings separate from accepted work
BlueFinch's website audit organizes available technical and content findings when analysis is set up. The audit does not fix another website automatically or calculate revenue lost from a page. Assign a supported finding to your web editor. Keep inquiry and repair-order outcomes in the authorized business records.
Download the cohort for your next owner review. Retain its source definition, intake period and observation date beside the totals. A rate stays unavailable when its denominator is zero. Correct a broken intake route or missing record before reporting more completed collision work as the result of a website change.
Sources for this section: BlueFinch: Evidence-backed website audit scope
Primary sources
BlueFinch last reviewed these sources on October 4, 2026. Payment rules and state requirements can change.
- FTC: Repair estimates, records and written warranty terms
- HubSpot: Task owners, due dates and associated records
- BlueFinch: Evidence-backed website audit scope
Use this page for general business information. It is not legal, tax, or accounting advice.
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