Connecting the Dots: New England Automotive Report’s 2025 Survey Results

by Alana Quartuccio

At the end of the day, every collision repair shop is fighting the same fight in some way, shape or form. Long days involving insurance battles, frustrations with employees (or the lack thereof) and trying to keep the business alive on a suppressed labor reimbursement rate is something most Massachusetts collision repair shop owners can easily write a book about.

The New England Automotive Report 2025 Industry Survey provides collision repairers in the Commonwealth with the opportunity to write their book so to speak. For the past five years, shop owners from all over the state have been airing their thoughts about various things affecting the industry and their day to day. No two shops are exactly the same, but the survey connects the dots to help us all see the big picture of what frustrates and intimidates or motivates and engages shop owners the most.

Check out the following pages to get a feel for the state of the industry here in the Commonwealth by reading this year’s survey results. A big thank you to all the shops who took the time to participate in this survey. We hope that you find value and insight from this information.

How long have you been in business?

1-5 years: 3%

6-10 years: 3%

More than 10 years: 94%

Are you on a referral or program?

Referral: 13%

Program: 11%

Both: 26%

No: 50%

If you selected “yes” to being on a referral, how many referrals are you on?

1-5: 51%

6-10: 48%

11 or more: 1%

If you selected “yes” to being on a program, how many programs are you on?

1-5: 57%

6-10: 42%

More than 10: 1%

It’s interesting to see more shops report they are involved with a referral or program this year as the more recent trend seems to have favored shops breaking free from having direct ties to insurance companies.

For the past few years, as many as 80 percent of shops reported not having any insurance relationships while this year’s number has boomeranged back to where it began when the survey debuted in 2021, when just 52 percent of shops reported having zero referral or program relationships. Perhaps this is a byproduct of the industry-wide “slow down” many shops have reported in 2025, forcing collision repair businesses to believe they need to sign up for work.

How many full-time employees do you have, including yourself?

1-5: 24%

6-10: 39%

11-20: 26%

More than 20: 11%

How many part-time employees do you have?

1-5: 94%

6-10: 2%

11-20: 2%

More than 20: 2%

What is the age of your oldest employee?

30-40: 0%

41-50: 7%

Over 50: 93%

What is the age of your youngest employee?

18-25: 65%

26-35: 20%

Over 35: 15%

For the fifth consecutive year, these figures continue to show the industry aging out, with 93 percent of survey takers reporting having employees above the age of 50. However, things may be looking up with bringing new people into the fold as the 2025 survey shows 65 percent of respondents have employees between the ages of 18-25, the highest number we have seen yet.

It’s also interesting to see 39 percent of survey takers report having anywhere between six to 10 full-time employees as that number has been as little as 23 percent, so this could be an indication of growth as this year’s survey figures also show growth of part-time employees with 94 percent reporting at least one to five of these employees on their staff.

Where do you look to hire new employees?

Word of mouth/referrals: 57%

Online: 43%

Local vocational schools: 54%

Everywhere: 59%

Not searching: 2%

Collision repairers continue to report that one of the best ways to find good help is through word of mouth, but what may serve as a beacon of hope is the 54 percent of those who reported local vocational schools as a good source for hiring new employees. Last year, this number was only at 37 percent and years prior as little as 21 percent.

Encouraging young people into this trade is challenging, and with many vocational schools shutting down their programs due to lack of interest, it’s encouraging to see that some shops are doing their best to work with their local school programs to find up-and-coming technicians.

What is the annual salary of your lowest-level employee?

Less than $25,000: 17%

$25,000-$35,000: 24%

$35,001-$45,000: 24%

$45,001-$55,000: 15%

$55,001 or more: 20%

What is the annual salary of your highest-level employee?

Less than $70,000: 9%

$70,000-$85,000: 17%

$85,001-$99,999: 11%

$100,000 or more: 63%

If you’ve been reading New England Automotive Report regularly, you certainly know that shops have been struggling to keep up with demands due to severely suppressed labor reimbursement rates. As this year’s survey results show, there isn’t too much difference as more than two-thirds of respondents report salaries of $45,000 or less.

Are you familiar with MABA’s legislative agenda for the current session?

Yes: 94%

No: 6%

Do you feel that your customers care about the issues facing the collision repair industry?

Yes: 33%

No: 67%

Communicating with customers is absolutely essential to this business. It’s important for vehicle owners to know how the process works and what needs to be done to properly and safely return their cars to pre-accident condition. It’s a good sign that at least 33 percent of shops believe customers are listening.

As an industry, how do you think we can better educate customers?

Television/radio commercials: 48%

Social media campaigns: 70%

One-on-one conversations with the customer on-site: 64%

Office signage: 30%

Emails and letters sent from shops and the Alliance (MABA): 21%

By better educating shops so they can educate more customers: 55%

The 2025 survey reveals more shop owners are finding that one-on-one communication is key in educating customers with 64 percent reporting they do exactly that. These results also show how much social media campaigns can play a role with 70 percent highlighting this option.

Some respondents shared other ideas:

“PR through news outlets, print and TV,” offered a survey taker from Bridgewater.

Another respondent had a different spin, suggesting a “campaign directed at other influencers like insurance companies and agents.”

Do you balance-bill customers (charge a copay) when insurance reimbursement does not cover the entirety of your invoice?

Yes: 58%

No: 42%

Balancing-billing or charging a copay continues to grow in the Commonwealth with 58 percent reporting they do so, a two percent increase from last year. This practice is growing more and more as associations like MABA have been vocal about the benefits of charging the customer and putting the matter of insurance company pushback into the vehicle owner’s hands.

How do you educate your current and potential customers?

Communication is the key according to most survey respondents, many who are adamant about being forthcoming with their customers at the start.

“Have an honest conversation about the financial realities of an insurance transaction,” offered one respondent from Worcester.

“We let them know up front the difference in labor and give them an approximate balance bill they will be responsible for,” said another.

“Explain the issues that labor rates have created here in Massachusetts,” a Springfield shop owner suggested..

One survey taker addressed the issue of insurers pushing aftermarket parts if costs add up to a certain amount by suggesting that “a lot of customers will pay for OEM parts” if they get the right message.

“I educate on what the insurance company has paid for, and then I explain what they are responsible for,” said a Salisbury shop owner.

Not everyone is on the same page, however, as one survey taker believes, “It’s too much to explain.”

What do you think is the most pressing issue affecting shops today?

It should not come as a shock to anyone that labor rate suppression was once again the most popular choice among survey takers with 79 percent citing it as THE most pressing issue. It’s also not surprising that shops reported insurer interference/referrals and programs as another major issue.

Workforce shortage dwindled down to only three percent which could be a positive sign that collision repair shops are finding it easy to hire new workers. Although, as one respondent queried, “How can we attract better employees without more income?” so clearly, it remains an issue for some.

Are you currently certified/recognized by an OEM to perform collision repairs?

Yes: 27%

No, but I’m working toward it: 46%

No, and I do not plan to become certified/recognized: 27%

OEM certification can result in many positive benefits for a business – provided they make the most of the investment. It can amount to quite a big expense of time and money, but the benefits can bode quite successful if a business makes the most of that investment. More shops are taking note; for the first time since this survey has been conducted, as many as 46 percent report working toward getting OEM certifications, a pretty big increase from 2024 when only 35 percent reported being on the path to certification.

How would you rate your current state of business?

1-3: 7%

4-6: 24%

7-8: 48%

9-10: 21%

While only 21 percent believe their business is at the top of their game with scores of nine or 10, there was a pretty significant increase of shops reporting they are at a seven or eight with 48 percent choosing this rating over the 31 percent who chose this ranking in 2024.

Another positive is that only six percent of respondents rated their business as low as one to three.

How would you define the “future” of collision repair?

Collision repair professionals have so much to contend with from rapidly advancing vehicle technology, the inundation of artificial intelligence, worsening insurer relations and then some that it can be hard to see the future with rose-colored glasses.

One survey taker simply called the future “worrisome,” and another just stated, “It’s a dying breed.”

One shop owner stressed that “something has to be done with the labor rate, so we can afford to do safe and proper repairs.” Echoing his colleague’s sentiments, another responded, “It’s hard to afford talented technicians and admins with our hands tied to low rates. “

A Northampton collision repairer foresees a future of “consolidation, fewer repairable cars, fewer shops and fewer vendors.”

Another predicts more steering will come into play. “The insurance industry is doing everything it can to avoid paying a fair labor rate. As business worsens, shops will do what they must to get the work.”

How is your shop preparing for the “future” of collision repair?

Many shops are getting behind the driver seat when it comes to making the future bright by “visiting vocational schools to try to remind kids that vehicles are not going away,” as one respondent stated.

Continued education is important to many Massachusetts shop owners. One pointed out the importance of “elevating our quality control to ensure we are repairing properly, billing properly and minimizing liability.”

Collision repair professionals are finding that diversifying their business may be the way to go with some indicating that they are seeking more self-pay customer work and light repairs. “We are looking for new sources of work that do not involve insurance work,” indicated a shop owner from East Longmeadow.

Other “future” considerations included:

“Trying to stay as informed as possible to the changes in the industry and the needs of customers.”

“We keep up on industry changes and have a great customer following.”

“Staying up to date with technology.”

Although most respondents maintain a good outlook, one shop owner did not hold back at all, stating that he is “trying to find someone stupid enough to buy me out.”

How does your shop handle ADAS calibrations?

Repair In-House: 15%

Sublet repairs to dealership: 24%

Sublet repairs to ADAS calibration center: 61%

If you calibrate ADAS in-house, who performs the calibrations?

Shop owner: 15%

Repair planner: 8%

Dedicated calibration tech(s): 77%

Whoever works on repair: 0%

Although more shops are beginning to bring ADAS calibration work in-house, the number of shops who calibrate in-house has not changed since last year. However, there was a significant increase in the number of shops sending this work to an ADAS calibration center.

This could be an indication of an increase of these centers popping up all over the state or the fact that collision repairers know that this work must be done and can’t ignore it or attempt to do without the proper equipment.

What are your biggest concerns about Artificial Intelligence (AI)?

Let’s face it. AI is everywhere in 2026. Just about everywhere you go is a customer service representative “manned” via AI. And of course, for the past several years, it’s become part of automobiles via ADAS. Many shops are finding it to be a useful tool for creating emails to customers or insurers by way of programs like ChatGPT.

It’s a technology that has advanced very quickly in a very short amount of time. Not very long ago, the idea of an AI-virtual assistant that could answer phones and triage vehicles sounded like something from outerspace, but this product is very real and being used in shops today.

Although these AI-powered products can be extremely helpful, they can equally be a cause for concern. As more things become automated, some may be intimidated by the belief that a computer could replace more bodies in a few years.

“Negotiations with computers will prove to be difficult,” a survey taker foresees a human-free insurance experience.

While others believe:

“Less people equals less reasoning.”

“If we are forced to deal with AI appraisers, there will be a lack of negotiation.”

“AI phone operators are more of a pain than they are worth.”

“Most people don’t understand AI. We can’t trust it to provide an accurate answer to questions, and we are being forced to use it in places where it can’t help solve anything,” lamented one owner from Leominster.

“AI makes it hard to speak with a live person.”

Yet, some really don’t seem to believe there is much to worry about as one admitted, “I really haven’t thought about it.” 

In your opinion, has the increase in consolidation been helpful or harmful to the industry?

Consolidation in the collision repair industry continues to grow all around the country, and the Commonwealth is no stranger to it.

It’s becoming all too common to hear that another independent shop has been bought up by a larger MSO.

The most popular comment received from survey takers? “Harmful”. Others had similar views calling it “hurtful” and “not good.”

One shop owner dismally added “inevitable” to his thoughts that it mostly will be a negative thing for the industry.

Another had more insight to share, taking a look at the most important factor:

“I think consolidation provides a place for big investors to park some money. The fact still remains that – whether it’s a one-shop or 10-shop business – without well-trained help and fair reimbursement, it is hard to succeed.”

In your experience, which insurer do you find the most difficult to deal with, and why?

This year, survey takers gave Progressive the “most difficult” award, demoting MAPFRE from first position in recent years to second place with Allstate coming in right behind. Other noted insurance companies included State Farm, GEICO and Hanover.

One survey taker didn’t hold back his frustrations with Progressive:

“Progressive doesn’t have real people out in the field. They tell the customer to drop off their vehicle, and they will come out the same day. Cut to two weeks later and multiple emails between the shop, vehicle owner and Progressive where we have to threaten pre-estimate storage to get someone out to write the vehicle. The estimate will be missing most of what is needed, and supplements take even longer. Progressive will then push back and blame the shop for the delay.”

“They don’t have appraisers who can write a proper appraisal, and they take longer than allowed to come out. Supervisors do not respond, ever, to issues with estimates and appraisers,” another respondent agreed.

“Progressive is the worst. We have to collect lots of money from the customer to settle the bill.”

“Progressive and GEICO don’t want to pay for parts and procedures.”

How have insurance relations worsened over the last year?

Most survey takers shared strong beliefs that this relationship has not improved over the past year and is, in fact, just worsening.

Here’s what some had to say:

“Insurers actively steer against us.”

“Insurance companies don’t care about the customer or safety.”

“They will not negotiate and do not respond to customers. They basically abandon the policyholder or claimant.”

“Insurers tell customers not to use our shop.”

“Total disregard for the laws that govern our industry. They have no regard for their insureds.”

“In the past, there were insurance individuals who worked with the shop. Now, all we hear is ‘Sorry, my hands are tied.’”

“Untrained appraisers. Lack of knowledge and more ‘We don’t pay for that.’”

Have you experienced an increase in total loss claims over the past year?

The increase in total losses has become a growing concern industry-wide, and as this new survey question reveals, it’s also being felt here in Massachusetts as one respondent stated, total loss has increased “drastically.”

“Yes. Arbella pretty much totals everything right now, regardless of the vehicle owner wanting to keep the vehicle.”

“It seems to be getting worse. Now, some total at 53 percent.”

“Yes. Even when deemed repairable.”

What is the current hourly labor rate you are being reimbursed by insurers?

Less than $40: 0%

$40-$59: 85%

$60-$79: 12%

$80 or more: 3%

What do you think your labor rate should be?

Less than $60: 0%

$60-$79: 15%

$80-$99: 67%

$100 or more: 18%

2025 was a huge year for the Massachusetts auto body industry with the formation of the Auto Body Labor Rate Advisory Board which included MABA representatives and insurance representatives as well as consumer, economics and business-minded individuals. The year ended with the Board submitting a recommendation and report to the Division of Insurance, and now collision repairers in the Commonwealth await what should be positive change after having to contend with decades of labor rate suppression.

As these survey questions reveal, more than two-thirds of respondents (67 percent) believe they should be reimbursed in the $80-$99 range, which is nearly double what insurers currently reimburse at as 85 percent of respondents report receiving as little as $40-$59.

Do you feel that your shop is prepared to repair electric vehicles (EVs)? Why or why not?

Yes, we are prepared: 63%

No, we are not: 37%

The number of shops who reported feeling ready to repair EVs jumped significantly this year over last year’s 43 percent. This could be a sign that more shops are proactively investing in training and equipment as more electric vehicles roll up to the door.

“EVs can be very dangerous,” advised one repairer. “Make sure you protect your employees and your building.”

Some have zero interest: “I have no desire to repair these vehicles.”

Have you and/or your employees undergone any training in the past year?

Yes: 55%

No: 45%

The number of shops sending their employees to training decreased this year with 55 percent reporting having done so as opposed to last year’s 62 percent. I-CAR was at the forefront for those who took part in training during 2025.

What has been your biggest challenge in attracting and retaining employees?

Some shops voice concerns about not being able to offer a good enough wage to entice new employees, while others wonder if there will be enough work in the future.

But many remain very positive. A New Bedford shop owner reported, “I have retained many of my employees for years.”

Another shared, “I have actually had more technicians than ever come to my shop asking for work. We are presently staffed 100 percent.” And yet another reported, “Very lucky. We have great employees, and we have second and third generation customers from word of mouth and referrals.”

What has been the most effective method for attracting new employees?

“Word of mouth. We have a great culture and low turnover rate for technicians,” a Spencer shop reported. “It’s the admins that keep getting beat up by desk adjusters or clients who get bad information from their agents which creates mistrust with shops.”

Others have found success with employee referrals, proactive involvement with trade schools and offering benefits like 401(k) and health insurance have been good tools to attract new blood into the shop.

Do you have any involvement with local vo-tech/trade schools and in what way(s)?

Several survey takers reported developing good relationships with their local trade schools. Some shops report taking the time to serve on the advisory board and host tours of the shop to expose students to the many career opportunities that can exist in a collision center. Others have found success in working with top students on work study which led to hiring them full-time.

If you could change anything about this industry, what would it be?

One need not look far to see that the labor rate is the number one thing on most Massachusetts collision repair professionals’ minds, so clearly it topped the list of survey takers’ industry needs.

In addition to this glaringly important request, collision repairers called for change in other areas like consumer education and OEM standards.

“I would like the industry to be respected more in the eyes of the consumer.”

“I would like to see the free market system function – if it can – the way it should to get the third parties out of my business.”

“There needs to be less insurer involvement in the repair process and more informed participation from the customer. When customers understand that the repair facility is working on their behalf and not the insurer, it changes the conversation, protects the consumer and reinforces proper repairs based on safety and manufacturer standards.”

“We need to support the shops that aspire to be better repairers. We need to eliminate the shops that have no interest in performing safe and quality repairs according to OEM procedures. We need to eliminate illegal shops. Consumers deserve better.”

“Everything! We need more respect. Stop with the ‘woe is me’ and clean your shop, make your office respectable. Invest in yourself. Make changes and stop kneeling to insurance companies. Grow up!”

Closing

It’s easy for a body shop to feel like they’re on an island all alone. But as this survey reveals, Massachusetts collision repairers feel many of the same aches and pains – mostly in the form of labor rate woes, insurer interference, an increase in total losses or lack of good help.

Together, they show us what the big picture looks like when you connect the dots. We hope this year’s survey results help guide you while making decisions that are best for your business, your customers and your employees as you fight for safe and proper repairs. Remember that you are not alone. You are part of the big picture.

Want more? Check out the February 2026 issue of New England Automotive Report!