Customer Experience Audit Checklist

1. Is every customer enquiry — digital, phone, or walk-in — acknowledged within a defined response time, with the customer's name and query recorded before any sales activity begins?;

2. Does the showroom environment (cleanliness, lighting, temperature, music level, refreshment availability) create a positive first impression consistently throughout operating hours?;

3. Is the customer greeted by a member of staff within the defined standard time of entering the showroom, without being left to browse unattended beyond the wait threshold?;

4. Is the customer's reason for visit and immediate need understood before any product recommendation or demonstration is offered?;

5. Is a test drive offered proactively to every customer with a genuine purchase intent, rather than only when the customer asks?;

6. Is the purchase process transparent — with finance options, add-on products, and total cost of ownership clearly explained before the customer is asked to make a decision?;

7. Are customers given adequate time and space to consider their decision, without pressure techniques or artificial urgency that could undermine trust?;

8. Is the handover from sales to finance to delivery a seamless experience for the customer, with no repetition of information already given and no unexplained waiting?;

9. Is the vehicle delivery conducted as a structured, unhurried experience — with the customer's name on a welcome board, the vehicle presented clean, and a dedicated walk-around completed?;

10. Is the service visit experience assessed from the customer's perspective — covering ease of booking, reception quality, waiting comfort, communication during the visit, and delivery explanation?;