Case Study - CRA

Membership Feedback & Insights

Introduction

The Collision Repair Association (CRA) is an industry body representing and supporting the vehicle collision repair sector. A key part of its role is engaging with members and liaising with the insurance industry to help establish standards and improve service delivery across the sector.

Challenge

A core challenge for CRA was the consistent and efficient collection of structured feedback from its membership base.

Gathering reliable industry insight required a system that could support regular consultation with members on key issues, including industry conditions, service expectations, and perceptions of insurance providers. In addition, CRA members also required tools to measure and manage their own customer feedback independently.

Solution

JET worked with CRA to implement the QS5 Insight & Measurement Platform to streamline and modernise the collection of industry and member feedback.

The solution enabled CRA to:

• Design and distribute structured online surveys to members
• Collect consistent feedback on key industry and regulatory issues
• Gather insights on member perceptions of insurance providers
• Analyse responses to support industry engagement and advocacy

In addition, the QS5 platform was made available to CRA members, enabling them to create and deploy their own customised customer feedback surveys to monitor and improve their individual business performance.

Result

The implementation of QS5 provided CRA with a more consistent and scalable approach to gathering industry intelligence and member feedback.

This improved their ability to:

• Understand member sentiment on key industry issues
• Strengthen communication with the insurance sector
• Support evidence-based advocacy and industry representation
• Extend value to members through access to their own feedback tools

The platform also increased engagement by giving members practical tools to measure and improve their own service performance.