What this checklist covers
The Body Shop Reception Checklist is a 15-point scorecard for customer greeting, accident details, vehicle walkaround, photos, insurance details, estimate explanation, and job card creation. Each criterion is scored from 1 to 5 on what the auditor sees on the day, and every gap goes into an action plan with an owner and a close date.
AutoSmart tip: Bodyshop reception is where the customer’s trust is established or lost before a single panel is touched. The two moments that matter most are the walkaround (the customer needs to feel their vehicle’s condition has been accurately recorded and they are protected from later disputes) and the collection date (an optimistic date that is then missed creates more dissatisfaction than a realistic longer date given upfront).
The checks
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Customer greeting and accident details
- Is the customer greeted promptly on arrival at the bodyshop reception, by a named estimator or bodyshop advisor — not redirected to a general service desk?
- Are accident details captured in a structured format at intake — covering date, location, direction of impact, speed estimate, and whether airbags deployed — rather than relying on the customer's verbal summary alone?
- Is the customer asked about any symptoms noticed since the accident — noises, handling changes, warning lights, passenger injuries — that may indicate hidden damage not visible externally?
- Is the customer informed of the repair process — assessment, estimate, insurer approval, repair, quality check, collection — before they leave, so they have a clear expectation of the journey ahead?
Vehicle walkaround and photos
- Is a comprehensive photographic record taken of the vehicle at intake — covering all four corners, all damaged panels close-up, interior (for deployed airbags or cabin damage), and the VIN plate?
- Is the walkaround conducted with the customer present, with pre-existing damage noted separately and distinguished from accident damage before the customer signs the intake record?
- Are photographs date- and time-stamped, stored in the vehicle's job file, and not modifiable after intake — providing a legally valid record of the vehicle's condition at reception?
- Is the vehicle's mileage, fuel level, and any personal items of value noted at intake, with the customer confirming the record before leaving?
Insurance details and estimate explanation
- Are insurance policy details, claim reference number, insurer contact, and any agreed repairer or approved supplier status confirmed at intake before work is authorised?
- Is the customer informed whether the estimate will be submitted directly to the insurer or provided to the customer first — and whether they will need to pay an excess before collection?
- Is the estimate explained to the customer in plain language — covering the scope of work, expected repair time, and what will happen if additional damage is found during dismantling?
Approval process and job card creation
- Is repair work authorised in writing — by the customer, the insurer, or both as required — before any dismantling or repair begins?
- Is a job card created for every vehicle at intake, referencing the intake photographs, insurance details, estimate reference, and authorisation record?
- Is the customer given a realistic expected collection date at intake — based on repair scope, parts availability, and paint queue capacity — not a default 'approximately one week' answer?
- Is a courtesy vehicle, shuttle, or alternative transport arrangement confirmed at intake where required, so the customer is not left without transport unexpectedly?
How to run it
How the scoring works
Before the visit, fill in the dealer or centre, the auditor, the date and the audit cycle. Then score each of the 15 checks from 1 to 5 on what you see on the day, not on what the site aims for, and add them up out of 75.
- 1Not in place
- 2Attempted
- 3Defined
- 4Managed
- 5Fully sustained
- Green60–75 · 80–100%Compliant. Keep the standard.
- Amber38–59 · 50–79%Improvement needed: a structured action plan within 30 days.
- Red0–37 · Below 50%Priority intervention, escalated to regional management.
Then close every gap
Each gap goes into the action plan tracker and moves through four stages until the auditor closes it.
- 1PendingOwner and close date set
- 2In progressWork under way, evidence gathered
- 3CompletedEvidence submitted for review
- 4ApprovedVerified and closed by the auditor
