AUTOMOTIVE CUSTOMER SATISFACTION SURVEY FOLLOW-UP CHECKLIST

Created by ChecklistGuro (https://checklistguro.com)

--- SURVEY RESPONSE REVIEW ---
[ ] Survey Score
[ ] Overall Sentiment (Positive, Negative, Neutral) (Positive, Negative, Neutral)
[ ] Summary of Key Comments
[ ] Immediate Action Required? (Yes, No)
[ ] Survey Completion Date
[ ] Customer Name

--- NEGATIVE FEEDBACK HANDLING ---
[ ] Customer Complaint Details
[ ] Complaint Category (Sales, Service, Parts, Finance, Other)
[ ] Severity Score (1-5, 1=Lowest)
[ ] Impacted Departments (Sales, Service, Parts, Finance)
[ ] Date of Resolution Target
[ ] Resolution Plan
[ ] Resolution Status (Open, In Progress, Resolved, Escalated)
[ ] Resolution Confirmation (Manager)

--- POSITIVE FEEDBACK ACKNOWLEDGMENT ---
[ ] Method of Acknowledgment (Personal Phone Call, Email, Handwritten Card, Social Media Mention (with permission))
[ ] Customer Name
[ ] Specific Positive Comment from Survey
[ ] Personalized Acknowledgment Message (Details)
[ ] Date of Acknowledgment
[ ] Team Member Responsible

--- ISSUE RESOLUTION & FOLLOW-UP ---
[ ] Detailed Description of Issue
[ ] Date Issue Reported
[ ] Issue Priority (1-10)
[ ] Assigned to (Service Advisor, Service Manager, Technician, Sales Manager)
[ ] Target Resolution Date
[ ] Resolution Steps Taken
[ ] Resolution Status (In Progress, Resolved, Pending Customer Confirmation, Escalated)
[ ] Customer Confirmation Notes

--- SERVICE IMPROVEMENT RECOMMENDATIONS ---
[ ] Detailed Description of Improvement Recommendation
[ ] Estimated Implementation Cost (USD)
[ ] Priority Level (High, Medium, Low) (High, Medium, Low)
[ ] Proposed Implementation Date
[ ] Relevant Departments Affected (Sales, Service, Parts, Marketing, Finance)
[ ] Rationale / Supporting Data for Recommendation

--- TEAM TRAINING & COMMUNICATION ---
[ ] Summary of Customer Feedback Trends
[ ] Areas for Team Training Focus (Communication Skills, Product Knowledge, Complaint Resolution, Service Procedures)
[ ] Next Team Training Session Date
[ ] Trainer Name/Department
[ ] Number of Team Members Attended Training
[ ] Key Takeaways from Training Session

--- DOCUMENTATION & RECORD KEEPING ---
[ ] Date of Follow-Up Action
[ ] Detailed Notes on Follow-Up Conversation/Action
[ ] Resolution Status (Resolved, In Progress, Pending Further Action, Unresolved)
[ ] Case/Ticket Number (if applicable)
[ ] Supporting Documents (e.g., Repair Order, Email Correspondence)
[ ] Follow-Up Team Member Initials

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