Toronto, Ontario — After a tough but generally positive year for the orange banner, Simplicity Car Care is taking stock of its performance in the collision industry with Wednesday’s release of the company’s 2022 annual report.
This past year came with its share of wins and losses for Simplicity, who reported general growth of its network from 78 to 82 facilities from 2021 to 2022, but also experienced a 52 percent year-over-year increase in cycle time, bringing the company’s current rate to 11.7 days.
The report did note, however, that this updated cycle time, up from 7.7 days, represents a 36 percent reduction when compared to the industry average, indicating notable resiliency from the company.
Concerning customers, Simplicity boasts an average Net Promoter Score (NPS) of 91 out of 100 for 2022, with 93 percent of respondents rating the company between nine and ten out of ten.
An additional customer survey found that 94 percent of Simplicity customers in 2022 received their vehicle at the time promised to them, pointing towards a heightened drive on the part of the company to beat its 14-day expectation for non-drivable claims despite lingering parts and labour challenges.
In his opening remarks of the report, Simplicity CEO Paul Prochilo pointed toward the implementation of a “hub-and-spoke” model of non-drivable claims management, wherein such vehicles are expedited to dedicated non-drivable repair facilities in order to increase efficiency and meet customer expectations.
The past year also saw the launch of Simplicity’s “CleanSheets” service, which aims to fill the role of a collision appraiser by offering franchisees a virtual, subscription-based platform that handles all appraisals and ensures insurance compliance, OEM repair compliance, as well as adherence to the Simplicity Repair Process (SRP).
The opening of Prochilo’s remarks read as follows: “To our valued stakeholders, 2022 was a year of rebuilding societal norms to a pre-pandemic state and as much as we all embrace a pre-pandemic society, the macro landscape has left us with new challenges to overcome.
“Supply chain constraints, labour shortages, inflationary pressures on costs and rising interest rates present a new set of challenges for society to overcome or adapt to. However, in the preparation of this annual report, it never ceases to amaze me what the power of human ingenuity can deliver.”
Click here for access to Simplicity Car Care’s full 2022 Annual Report.
