Executive Insight: MGA Collision, a precision-led collision repair enterprise, transformed customer satisfaction into measurable advocacy. With Propel’s review intelligence framework built into their workflow, the company achieved a 24% review conversion rate from more than 600 customers. This wasn’t about marketing automation. It was about operational excellence and consistency—turning craftsmanship into visible trust.
A Reputation Built on Precision
In collision repair, accuracy is everything. Timelines, coordination, and accountability define the customer experience. MGA Collision mastered that discipline in the workshop. But online, their reputation didn’t yet reflect the same level of control.
Post-pandemic consumer behavior had shifted. Drivers no longer relied solely on insurer referrals. They compared repair centers through public reviews, looking for proof of reliability. MGA saw the opportunity: make their performance visible through data, not just word-of-mouth.
The Challenge: Turning Satisfaction Into Visibility
MGA wasn’t short on happy customers. Their Net Promoter feedback was strong. The missing piece was consistency. Follow-ups for reviews were occasional, dependent on advisor bandwidth. Manual outreach couldn’t scale.
To align with their process-driven culture, MGA needed a solution that was:
- Automatic — review requests triggered at job completion.
- Respectful — brand-aligned tone that felt human.
- Actionable — insights they could measure and improve.
- Seamless — no added burden on technicians or service teams.
The Propel Integration
Propel built a feedback layer into MGA’s delivery cycle. Every completed repair triggered a branded message via SMS or email. “Thank you for trusting MGA Collision. If you were happy with our service, we’d love your feedback.”
If a customer wasn’t fully satisfied, their feedback was shared privately with the management team. Satisfied customers were guided to leave a public review on Google. The system ran quietly in the background—no extra effort, no new tools to learn. Propel became a natural extension of MGA’s workflow, linking service excellence to digital visibility.
Results That Reflect Reality
Within months, MGA Collision reached outcomes that redefined their online credibility:
- 600+ review requests sent
- 146 verified Google reviews added
- 24% review conversion rate (3x industry average)
- 25% engagement rate across messages
- 4.9★ average rating maintained
The steady stream of authentic reviews boosted their search ranking, click-through rates, and new customer inquiries. Their online visibility began to mirror their operational leadership.
Impact Across the Organization
Higher Search Visibility
– Consistent reviews improved Google map positioning and local discovery.
Faster Customer Conversion
– Prospects mentioned reviews during calls, cutting the trust-building cycle in half.
Team Motivation
– Technicians began seeing their names in reviews—recognition that fueled pride and accountability.
Quality Insights
Patterns from reviews highlighted customer priorities, helping MGA refine communication and process handovers.
The Takeaway
MGA Collision didn’t change how it worked. It simply gave satisfied customers a voice, and that voice amplified the brand.
With a 24% advocacy rate, MGA turned every completed job into a measurable asset for growth.
The outcome is a reputation that runs as precisely as their repair floor: consistent, data-driven, and built to last.
Learn more at: itspropel.com or call us: (215) 518-0953
