As fixed operations consultants, our responsibility is to deliver the results our clients expect—often within a tight timeframe. Every service and parts department has numerous improvement “levers” available, but not all yield the same impact. One of the simplest, yet most powerful tools we can implement is the daily repair order (RO) review.
The consistent activity of looking at just 10 repair orders from yesterday’s business can uncover more than many hours of meetings or reports. It reveals what’s truly happening in your service department—what’s working, what’s being missed, and how well your processes are being followed. Most times, the findings are surprising even to the most in-tune manager.
Why a Daily Repair Order Review Matters
A daily RO review, or “repair order survey,” offers a host of benefits:
- Increased Profitability: By spotting labor inefficiencies and missed opportunities for recommended services, shops can reduce costs and increase revenue per RO.
- Enhanced Customer Satisfaction: Clear, transparent communication—reflected in the documentation—improves trust, reduces comebacks, and encourages repeat business.
- Legal and Process Compliance: RO reviews ensure key elements like signatures, recall checks, and warranty validations are consistently performed.
- Stronger Team Accountability: Service advisors and technicians are more likely to follow procedures when they know reviews are happening regularly.
- Better Communication & Collaboration: The process improves alignment among advisors, techs, and managers and enables data-driven decision-making based on facts. If it’s not on the RO, it didn’t happen.
What to Look for in Each Repair Order
Each RO serves as both a record and a reflection of your team’s performance. Key focus areas include:
Completeness of Documentation
Every RO should include the 4 Cs:
- Concern – What the customer reports
- Cause – What was found
- Correction – What was done
- Confirmation – Proof the issue was resolved
Keep in mind that in most situations, a completed repair order is the customer’s only tangible takeaway from their visit—along with their perception that the job was done right. Clarity and documentation are critical and reinforce the value in what was performed. “Car broke, car fixed” type notes convey no value and are a major source of customer dissatisfaction.
Compliance with Pricing and Discount Policies
Are advisors following grid, maintenance, and competitive pricing strategies?
Review discounts applied and pricing adjustments—advisors are always trying to find “creative” ways to bend policy. The RO review is your chance to catch and correct these.
Service Advisor Performance Metrics
Track KPIs like average RO value, customer wait time, use of additional service recommendations (ASRs), and closing rates. There are obviously reports in the DMS that can help track these metrics, but actually seeing it on paper can reveal inaccuracies or missed accounting.
Use this data for training, coaching, and accountability in daily or weekly meetings.
Neglected Opportunities for Recommendations
Review ROs for time and mileage-based maintenance suggestions.
Look for underutilized tools like multipoint inspections—especially if digital systems aren’t in place.
Customer Communication and Satisfaction
Did the advisor clearly explain the recommendation?
Was the customer updated during the service?
Did the advisor collect or correct customer contact info, including email and update times?
Did the technician test drive the vehicle and record out mileage? A comeback that has only been driven one mile after repair has a very high probability of being another.
Legal & Compliance Issues
Check for required signatures during write-up and checkout.
Confirm that OEM recall and warranty checks were performed and documented.
How to Implement a RO Review Process
Set Documentation Standards
First, define the required paperwork and key information that must be included on repair orders. This includes manufacturer printouts for warranty, service history reports, prewrites, etc. It can also include required decline lines and warranty parts call-back stamps.
Communicate Expectations and Standards
Ensure all team members understand what will be reviewed and why it matters.
Commit to Being Consistent
Begin with 10 ROs per day for the first month. Once habits are formed, reduce as needed.
Use a Grading System
Implement a standardized RO grading sheet that records missed information and opportunities on the repair order. Optionally, log findings in a spreadsheet. This spreadsheet can log neglected opportunities (services) that weren’t discussed with the customer and show the amount of revenue lost.
Stamping & Tracking Details
Look for parts call-back stamps, core returns, and key timestamps.
Take Immediate Action
As you perform the repair order review, correct issues on the spot. Advisors need to know that someone is consistently monitoring expectations.
Consider a Repair Order Analysis Software Like ROSE+
For dealerships looking to bring structure, speed, and consistency to the review process, ROSE+ can be a valuable addition. It reviews repair orders daily, without manual input, and highlights specific areas where procedures or pricing may have been missed. This includes things like jobs that were undercharged, missing line items, warranty oversights, or unusually low-dollar tickets. The data is easy to read and organized in a way that helps managers take action right away.
ROSE+ doesn’t replace the human element—it supports it. It helps managers focus their time where it matters most, reinforces accountability with facts, and adds a layer of visibility that’s hard to get from reports alone. It’s not just about identifying problems. It’s about helping the team build stronger habits every day.
More information on ROSE+ can be found here: https://m5ms.com/rose/
Final Thoughts
In essence, a daily repair order survey is not just about paperwork—it’s about managing by facts, ensuring compliance, and creating consistent, excellent customer experiences. This small, consistent action drives major gains in profitability, satisfaction, and most importantly, accountability.
If you’re not already doing daily RO reviews, there’s no better time to start. Because in the world of fixed ops, the truth is almost always found in the paperwork.
Elevate your Fixed Operations department with our custom-tailored solutions. Our team offers in-depth assessments and specialized training programs, crafting strategies designed specifically to boost efficiency, maximize customer retention, and ensure long-term profitability. We’ll work closely with you to identify areas for improvement and implement targeted solutions that drive sustainable growth for your business.
Contact us today for a Free Consultation!
