For two decades, EchoMBR has been more than just a benchmarking tool – it has redefined how customer satisfaction is measured in the automotive repair industry. From its pioneering days of manual reporting to today’s real-time analytics, EchoMBR has empowered Motor Body Repairers (MBRs), insurers, and OEMs to raise service standards, build stronger customer relationships and drive business success.
To celebrate EchoMBR’s legacy of innovation and look ahead to its exciting future, Lightstone hosted an internal event — The Legacy and Excellence Awards — on 7 March 2025 in Gqeberha.
Guest speaker Paul De Vantier, former CEO of then Lightstone Consumer and founder of both the EchoMBRProgramme and Lightstone’s Market Research division, reflected on its humble beginnings. "In the early days, we were manually processing hundreds of faxes late into the night. The technology didn’t exist, we built it as we went, driven by the belief that it could be done. That spirit of innovation and commitment to improvement is what shaped EchoMBR into what it is today."
Since its launch in 2005, the EchoMBR programme has provided OEMs, Insurers and MBRs with a standardised and reliable Customer Service Index (CSI). What started as a paper-based process has evolved into an advanced, automated system that delivers real-time feedback and actionable insights, helping repairers enhance their service, build stronger customer relationships and gain a competitive edge.
Charles Canning, owner of the first MBR in South Africa to adopt EchoMBR, previously shared in a separate engagement how the Programme transformed his business:
"At the time, there was no standardised way to measure and manage customer feedback effectively, butEchoMBR changed that. From the outset, the system gave us real-time insights into our customers’ experiences, allowing us to address concerns proactively and continuously refine our service. It wasn’t just about compliance or ticking boxes—it became a tool for real business growth. Adopting EchoMBR was one of the best decisions we made. It reinforced our commitment to excellence and helped us stay ahead in an increasingly competitive market.”
Looking ahead, Bernard De Vantier-Strydom, current Head of Projects and Research at Lightstone Auto, spoke about the future of EchoMBR, emphasising change as the catalyst for growth. “We stand at the edge of a new era, where AI is reshaping how we work, think, and deliver value. It’s not about replacing people, but about enhancing what we do – unlocking smarter, faster ways to serve our clients and innovate within our industry.”
Beyond its impact on the industry, EchoMBR has also played a significant role in shaping careers within Lightstone Auto. Nhlanhla Mabuza, Head of Lightstone’s People team, acknowledged the many professionals who started in the company’s Call Centre and have since grown into leadership roles, thanks to the programme’s evolution.
Closing the event, Monique Ferreira, Head of Operations, paid tribute to Lightstone’s Market Research division and the people behind EchoMBR’s success. "Our people are the driving force behind our industry insights. Their dedication has not only set research standards but has ensured that Lightstone Auto remains a leader in customer satisfaction measurement."
This milestone event marks the beginning of a year-long celebration, culminating in a formal event to recognise the collective efforts that have made EchoMBR the success that it is. It’s also an opportunity to reflect on the programme’s impact and look ahead to its evolution, where EchoMBR continues to shape the future of customer satisfaction and service excellence, for decades to come.
