Serving Generation CX: Leveraging Industry Trends to Transform Your Customer Experience

Tekmetric just revealed two new tools to help shops win more customers and run a more efficient front desk. Get the full story. Watch the on-demand webinar now.

Generating new business in auto repair is hard. The industry is projected to grow just 2% over inflation annually over the next five years. The average American has 15 auto repair shops within 10 miles of their home, according to Tekmetric's internal data, meaning competition for every new customer is fierce. And across multiple industry surveys, roughly two-thirds of drivers say they don't fully trust their local repair shop — making it that much harder to win them over. The result: only one in 10 shops both grows and hits profit margins of 20% or higher. 

"We know the competition to win new customers is fierce,” said Lauren Langston, president and COO, Tekmetric. “That means we need the right strategies and the right tools in order to do it."

Tekmetric's data shows that winning shops consistently focus on four outcomes: car count, average repair order (ARO), driver experience, and cycle time. Two new Tekmetric products — Tekmetric Digital Ads and Tekmetric Phones — are built to move the needle on all four.

Tekmetric Digital Ads

Winning new customers starts with being found. Tekmetric Digital Ads is an AI-powered add on that helps your shop show up where high-intent drivers are already searching for auto repair on Google Maps and Apple Maps. Because it connects directly to Tekmetric, you can see exactly how your ad spend translates into real revenue, not just clicks.

"It's really hard to see what's working. One of the superpowers of this product is that it's connected directly with Tekmetric," said Jared Haleck, chief product officer, Tekmetric.

Tekmetric Digital Ads is in early access now and rolling out to selected customers.

Tekmetric Phones

Every missed moment at the front desk has a cost. Tekmetric Phones gives your service advisors the customer context they need — instantly, the moment the phone rings — so they can spend less time looking things up and more time taking care of customers.

"Service advisors especially are loving it,” Haleck said. “It just saves them so much time. It creates so much convenience for them.”

Tekmetric Phones is in beta, available for customers on RingCentral.

Watch the On-Demand Webinar

Langston and Haleck walked through all of it — the industry data, live product demos, and what's coming next — in their webinar, "Building for the Results-Driven Repair Shop."

The recording is available now. If you want to see exactly how these tools work and what they can do for your shop, this is the place to start.

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Every vehicle that rolls into your shop is an opportunity to protect a customer's family, uncover real problems before they become roadside emergencies, and build the kind of trust that earns repeat business—but only if your team catches what matters every time.

A consistent inspection process is how shops do that. And when you pair it with the right tools, it pays off: Tekmetric shops using Digital Vehicle Inspections (DVIs) average $741 per repair order, compared to $612 without them.

Below, you'll find a downloadable 100-point vehicle inspection checklist, a breakdown of what every technician should check, and an overview of how digital vehicle inspections can sharpen your workflow.

Printable vehicle inspection checklist (PDF)

100-Point vehicle inspection checklist

A full inspection covers every system that affects safety, drivability, and reliability. The comprehensive 100-point checklist below gives your technicians a strong baseline they can follow on every repair order.

Vehicle intake

1. Log the VIN and license plate to confirm the vehicle's identity and match past service records.
2. Record odometer reading in and out.
3. Note customer-reported concerns and the reason for the visit.
4. Document the fuel level at drop-off.
5. Check for open safety recalls tied to the VIN.
6. Gather customer contact information.

Exterior condition

7. Check the body for dents, scratches, and any signs of damage.
8. Inspect the bumpers front and rear for cracks, loose mounts, or impact marks.
9. Confirm the license plate is secure, legible, and properly mounted.
10. Note any rust, paint issues, or trim damage.
11. Inspect fenders, rocker panels, and body panel alignment.
12. Inspect glass, windshield, and mirrors for chips, cracks, or pitting.
13. Check door handles, hinges, and weather stripping.
14. Inspect child safety locks.
15. Inspect the trailer hitch.

Lights and electrical

16. Headlights on low and high beam.
17. Taillights and brake lights.
18. Turn signals front and rear.
19. Hazard flashers.
20. License plate lights and dashboard illumination.
21. Reverse lights, fog lights, and daytime running lights.
22. Interior dome, map, and courtesy lights.
23. Any warning light that's illuminated on the dashboard. A check engine light, ABS warning, or airbag indicator tells you where to focus diagnostic time.
24. Battery voltage, terminals, and charge/discharge load test.
25. Alternator output and starter draw.
26. Ignition switch and accelerator pedal function.
27. Horn operation.

Tires and wheels

28. Check tire pressure on all four tires plus the spare.
29. Measure tire tread depth.
30. Check for uneven wear patterns that can point to alignment or suspension issues.
31. Inspect sidewalls for cracks, bulges, or embedded objects.
32. Check valve stems and caps for leaks or damage.
33. Review the tire DOT date code for age.
34. Verify wheel condition, lug nut torque, and hub cap security.
35. Check the spare tire, jack, lug wrench, and locking wheel lock key.
36. Confirm the tire pressure monitoring system (TPMS) is functioning.

Brake system

37. Check brake pads for thickness and wear patterns.
38. Inspect rotors for scoring, warping, or excessive wear.
39. Examine brake drums and shoes, if equipped.
40. Check brake calipers for sticking, leaks, or damaged boots.
41. Check brake fluid level and condition at the master cylinder.
42. Examine brake lines and hoses for cracks or leaks.
43. Test parking brake function and adjustment.
44. Evaluate overall brake pedal feel, travel, and pulsation.
45. Verify ABS sensors, wiring, and warning light operation.

Steering and suspension

46. Inspect the steering wheel for play and responsiveness.
47. Check steering column and intermediate shaft for looseness.
48. Check power steering fluid level and condition.
49. Examine tie rods and ball joints for wear.
50. Check struts for leaks or damage.
51. Inspect shock absorbers for proper dampening and leaks.
52. Check CV boots and axle shafts.
53. Inspect wheel bearings for noise or excessive play.
54. Inspect sway bar links, bushings, and control arms.
55. Look for uneven ride height or sagging that can indicate a failing spring.

Under the hood

56. Check the battery capacity.

57. Check engine oil level and condition.
58. Check the oil filter for leaks and proper seating.
59. Inspect transmission fluid.
60. Check coolant level, condition, and the cooling system for leaks.
61. Inspect brake fluid, power steering fluid, and washer fluid reservoirs.
62. Inspect the battery, cables, and hold-down hardware.
63. Examine the serpentine belt and any drive belts for cracks, glazing, or fraying.
64. Check all hoses for soft spots, swelling, bulges, or leaks.
65. Inspect the engine air filter and cabin air filter.
66. Check the fuel filter, if serviceable.
67. Inspect the PCV valve and evaporative emissions components.
68. Check the radiator and condenser fins for debris or damage.
69. Check engine and transmission mounts.
70. Look for oil leaks at the valve cover, oil pan, and gaskets.
71. Test the spark plugs and ignition components.
72. Inspect air intake.
73. Inspect fuses.

Under the car

74. Check the exhaust system for leaks, rust, and damaged hangers.
75. Inspect the muffler, resonator, and heat shields.
76. Inspect fuel system components, lines, and the fuel tank for leaks or corrosion.
77. Look at the transmission and differential housings for leaks.
78. Check the oil pan and drain plug for seepage or stripped threads.
79. Examine the frame, subframe, and undercarriage for rust or impact damage.
80. Check emissions-related components like the catalytic converter and oxygen sensors.
81. Inspect the driveshaft, U-joints, and center support bearings.
82. Verify skid plates and underbody shielding are secure.
83. Scan the ground under the vehicle for any fluid drips or leaks.

Interior and safety equipment

84. Test seat belts for retraction, fraying, and buckle function.
85. Confirm airbag and supplemental restraint indicators clear properly.
86. Inspect windshield wipers and wiper blades for streaking or splitting.
87. Test washer fluid spray on the windshield and rear glass, if equipped.
88. Inspect interior warning lights.
89. Check AC, heat, and all fan speeds.
90. Test front and rear defrosters.
91. Inspect infotainment displays and systems.
92. Test door locks, power windows, and the key fob.
93. Inspect driver-assist systems, backup camera, and parking sensors.
94. Inspect lane departure systems.

Road test

95. Confirm smooth engine start and stable idle.
96. Evaluate transmission shift quality and clutch engagement, if manual.
97. Test braking response, pedal feel, and stopping distance.
98. Listen and feel for suspension noise, vibration, or harshness.
99. Check cruise control and driver-assist system operation.
100. Note any dashboard warning indicator, abnormal smoke from the exhaust, or unusual vibration that appears during the drive.

What are digital vehicle inspections (DVIs)?

Paper inspection checklists worked for decades, but they come with real costs: illegible handwriting, lost sheets, no documentation, and frustrating back-and-forth among the technician, service advisor, and customer.

Digital Vehicle Inspections change that. With Tekmetric, your technicians perform the inspection on a tablet or phone, attach photos and videos of anything that needs attention, and send a vehicle health report straight to the customer's phone.

Here's what that looks like in practice: A technician notices worn brake pads on a 2019 Toyota Highlander. Instead of writing a note the customer may not understand, the technician snaps a photo of the worn pad next to a new one, records a short video, and marks the task red for immediate attention. The service advisor builds the estimate and texts it to the customer. Whether they're an in-store customer in the waiting room or at work across town, the customer approves the job with a digital signature.

Why car inspections matter

Every car owner is counting on your team to catch what they can't see. A consistent inspection process gives your technicians a repeatable way to do exactly that on every repair order, every time.

Inspections also drive revenue. When you document a vehicle's condition clearly with photos and notes, customers understand exactly what their car needs and why. They approve more of the work they genuinely need when they can see the evidence.

Build customer trust with digital vehicle inspections

A great inspection process isn't about checking boxes. It's about giving every vehicle owner a clear, honest picture of their car's condition so they can make informed decisions about their safety and their budget. When your shop pairs a thorough inspection process with a digital tool like Tekmetric's DVI, you give your team the speed and consistency they need and your customers the transparency they want.

At Tektonic 2026, one of the most memorable moments of the conference came when Tekmetric turned the spotlight on the shops doing the best work.

The inaugural Shop Excellence Awards, powered by performance insights from the Tekmetric platform, celebrated repair shops that are not only delivering standout business results, but also redefining what exceptional customer service, shop culture, and operational excellence look like across the automotive repair industry.

"Tonight is probably going to be my favorite part of all of Tektonic," Tekmetric CEO and Founder Sunil Patel said during the ceremony. "None of this is about us. It's about the shops in this room, the people actually doing the work. Running shops, leading teams, taking care of customers every single day."

Using 12 months of platform performance data from Tektonic event registrants, Tekmetric recognized shops that rose to the top across key measures of customer trust, service consistency, team culture, transparency, and operational growth.

"The shops that win today aren't just fixing cars … they're building businesses, leading teams, and delivering experiences customers remember," Tekmetric President & COO Lauren Langston said.

Top Car Count Award: Dick's Point S Tire & Auto Repair

The Top Car Count Award recognizes a shop that has earned extraordinary trust from its community at scale.

This year's winner, Dick's Point S Tire & Auto Repair in Battle Ground, Wash., served more than 25,000 vehicles during the last 12 months.

That level of throughput only happens when customers return again and again, and when shop teams consistently deliver an experience drivers trust.

"Serving nearly 26,500 vehicles in a single year means thousands of drivers who found a shop they could count on, returned when they needed help, and left satisfied," Langston said.

Sustained Growth Award: Branch Automotive and AutoPro Maryville

Growth is one thing. Sustaining it is something else entirely.

The Sustained Growth Award recognizes shops that have continuously raised the bar for what they deliver to every customer who walks through the door. Growth in average repair order reflects shops that are doing better inspections, making clearer recommendations, and earning customer confidence in the work their vehicles actually need. These two shops demonstrated the most consistent upward trajectory throughout 2025.

This year's winners were Branch Automotive in Highlands Ranch, Colo., and AutoPro Maryville in Maryville, Tenn.

Branch Automotive posted nine straight month-over-month increases in ARO. AutoPro Maryville also delivered nine month-over-month increases, growing by an impressive 51%.

Together, the two shops exemplify what sustainable growth looks like: stronger inspections, clearer recommendations, and the kind of customer trust that leads to consistently higher-value work.

DVI Powerhouse Award: Craftsman Auto Care – Fairfax

Transparency remains one of the most powerful drivers of trust in modern auto repair, and no shop demonstrated that better than Craftsman Auto Care – Fairfax.

“Winning means everything. It means my team winning–being able to pay the best in the business, being able to offer the best benefits, having amazing employees and amazing customers who just fall in love with us,” said Matt Curry, president and CEO of Craftsman Auto Care.

With almost 10,000 five-star reviews, with an average rating of 4.9 stars, Curry said that's a huge trust signal with all of their customers. Craftsman Auto Care uploaded hundreds of thousands of digital inspection images during a year, the highest total Tekmetric’s dataset.

"That's 300,000 moments where a customer could clearly see what their vehicle needed," Langston said. "Removing guesswork, building confidence, and helping drivers make informed decisions about their car."

The result is a service experience rooted in clarity, education, and trust.

Booked Solid Award: A Master Mechanic and Demore's Automotive

The Booked Solid Award honors shops that have built reliable, predictable demand through reputation and service, the kind customers actively seek out, return to, and refer others to.

This year's first winner, A Master Mechanic in Sparks, Nev., recorded the largest booked appointments in the Tekmetric network dataset.

This year's second winner, Demore's Automotive in Palmer, Mass., earned its recognition by proving that smart marketing and exceptional service are a powerful combination. As a Tekmetric Digital Ads beta participant, the shop turned digital visibility into real volume, reaching the right drivers at the right moment and converting first visits into long-term customer relationships. The result is full bays, steady demand, and a shop that delivers every time someone walks through the door.

Together, these two shops show that full schedules don't happen by accident. They're the result of consistent service, earned trust, and, increasingly, the strategic use of digital tools to reach customers before the competition does.

Financing Excellence Award: The Garagisti Katy

For many drivers, the biggest obstacle to safe, reliable transportation is not understanding the repair, it is figuring out how to pay for it.

The Financing Excellence Award recognizes the shop that best removed that barrier.

This year's winner, The Garagisti Katy in Katy, Texas, was the leading user of Buy Now, Pay Later financing across the Tekmetric network.

“I feel great, not only for myself, but for the team and everything that they do: the customer interactions, the sales, helping close the sale. It means a lot,” said Eddie Marlow, manager of The Garagisti Katy. “I have a great team, a great owner, and this award means a lot to all of us.”

By making financing a seamless part of the customer journey, the shop helped more drivers move forward with necessary repairs without added financial stress.

"This shop has made that moment easier," Patel said, referencing the often difficult conversations shops have when customers need repairs but hesitate because of cost.

Best Shop to Work For: The Kar Shop and Ice Cold Air

The final award of the evening focused on the people behind every customer experience.

The Best Shop to Work For Award recognized two shops this year, each demonstrating, in their own way, that the customer experience will never exceed the employee experience.

The first winner, The Kar Shop in Rogers, Ark., was recognized for building a culture where technicians and staff feel valued, supported, and empowered to grow. During the ceremony, Tekmetric leaders shared one story that stood out: the shop changed its operating hours so employees could spend more time with their families while continuing to invest in training and long-term career development.

“It's really kind of impressive that our guys think so much of us. In your day to day, you don't really think about things like that,” said Keith Kingston, one of The Kar Shop’s owners. “You're there to make sure the customers get taken care of, that everything flows well, that you have all your parts; there are so many small details you have to worry about. You don't always stop to think about how everybody feels. So to know that they said good things about us, it's really kind of humbling.”

The second winner, Ice Cold Air, earned its recognition through intentional hiring, steady processes, and genuine leadership, building a workplace where people feel supported, valued, and proud to belong. 

“And what just happened right there with my team and my wife? That energy is going to go back home with us,” Ashley Butler, owner and franchisor of Ice Cold Air, said immediately after winning the award. “It's going to go throughout the entire organization. And next year, we're coming back with a minimum of two people from each shop, that means 28 people. We're going to bring techs, we're going to bring managers, we're going to bring franchisees, so they can come build that energy and experience Tekmetric firsthand.”

With more than 100 employees, Ice Cold Air’s impact reaches far beyond the shop floor. The Tampa, Fla., team believes in doing things the right way: investing in their people, giving back to their community, and building something that lasts.

"It shows up in their culture, their retention, and in every customer interaction," Langston said.

Raising the Standard for the Industry

The Shop Excellence Awards were ultimately about more than recognition. They highlighted the operational habits, customer-first decisions, and team investments that move the entire industry forward.

At Tekmetric, that is exactly what Tektonic is built to celebrate: the shops leading by example and showing what great looks like.

"To all of our winners, and honestly, to every shop in this room, we know what it takes to do this well," Patel said in closing. "The standard you're setting is what moves this entire industry forward."

Join us at next year's Tektonic to hear their stories, see the strategies behind the numbers, and connect with the shop leaders shaping the future of auto repair.

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