Twenty years ago, Lightstone launched EchoMBR with one bold idea: that listening to the customer - consistently and independently - could drive real improvement in the motor body repair (MBR) industry. Two decades later, that idea has not only stood the test of time but has become a benchmark in the sector.

20 years of driving better service

EchoMBR isn’t just a satisfaction survey - it’s a system that’s created a culture of accountability and visibility across the MBR space. With thousands of real, verified customer interactions, the platform has become the most trusted source of customer experience insight for repairers, service providers, and insurers alike.

As Paul De Vantier, founder of the programme, puts it, “The intention was never just to measure satisfaction, but to create a platform that supports improvement - through real-world data, unfiltered feedback, and trust from both service providers and customers”.



Paul De Vantier, former CEO of Lightstone Consumer and founder of the EchoMBR CSI programme

Backed by industry from day one

EchoMBR’s staying power is rooted in the support it has received from across the value chain - from insurers and OEMs to individual MBRs who’ve used the feedback to refine how they work.

Charles Canning, owner of Cannings Motor Body Repairers and the first MBR to join EchoMBR, sums it up, “EchoMBR gave us a mirror. It held up customer experiences in real-time and helped us see where we were doing well and where we were not. Over time, that feedback loop has become a crucial part of how we run our business”.



Charles Canning, owner of Cannings Motor Body Repairers, EchoMBR user

Looking Ahead: AI-powered insights

As EchoMBR enters its third decade, it’s gearing up for its most advanced evolution yet. Lightstone is integrating AI, natural language processing, and sentiment analysis into the platform. The result? Even deeper insights and earlier identification of performance risks or service gaps.

Bernard De Vantier-Strydom, Head of Projects and Research at Lightstone says, “We’re building the next version of EchoMBR to go beyond metrics. With AI and diagnostic capability, we’ll be able to better understand what customers are really saying—even when they’re not saying it directly. It’s about enabling the industry to respond with more clarity, speed, and purpose”.



Bernard De Vantier-Strydom, Head of Projects and Research at Lightstone

Celebrating excellence: The 2025 EchoMBR Awards

To mark the milestone, Lightstone will host the Annual EchoMBR Awards this October. Using Bayesian modelling and multi-level analysis, we’ll recognise the MBRs who not only perform - but lead. Award categories include:

  • Most likely to be recommended
  • Friendliest staff
  • Most likely to fix it right first time
  • Most likely to keep clients informed
  • Most likely to be ready on time
  • Overall best MBR

Not on the programme yet? Now’s the time

EchoMBR has shaped how this industry defines customer service. If you’re not yet part of it, there’s no better time to join. Just like Cannings did 20 years ago, you could take your first step toward smarter service - and greater success.

Want to know more or get involved?

Contact Lightstone and become part of the EchoMBR journey. Because it’s not just about measuring customer experience - it’s about owning it.