Post-Fitment Customer Feedback Checklist
Covers customer satisfaction, fitment quality feedback, issue reporting, warranty clarification, repeat purchase opportunity, and referral request.
Sample Audit Programs
For the complete checklist, and scoring criteria download the file
1. Is a post-fitment satisfaction check made to every customer who purchased and had accessories fitted, within a defined window (e.g., 7–14 days after delivery or fitment)?
2. Is the post-fitment contact personalised — referencing the specific accessories purchased — rather than being a generic satisfaction call that the customer could receive regardless of what they bought?
3. Are fitment quality concerns reported by the customer documented in the CRM at the point of the post-fitment call, not deferred to a formal complaint process?
4. Is a defined response triggered for every fitment quality concern — with the customer contacted by a senior team member within 24 hours to arrange inspection and rectification?
5. Are warranty queries arising from the post-fitment call handled by a knowledgeable team member who can accurately explain the coverage, exclusion, and claims process?
6. Is repeat purchase interest expressed by the customer during the post-fitment call recorded in the CRM, with a follow-up action assigned to the sales consultant?
7. Is the referral opportunity raised during the post-fitment call — asking whether the customer knows anyone who might benefit from the same accessory or vehicle — as a natural extension of the satisfaction conversation?
8. Are post-fitment satisfaction scores tracked per product category, identifying which accessories consistently generate high or low satisfaction?
9. Are recurring fitment quality issues identified through post-fitment feedback used to trigger a review of the fitment process, training, or product quality?
10. Is post-fitment feedback shared with the workshop team — not held only at the sales or CRM level — so technicians receive direct information on the outcome of their fitment work?
Customizable Audit Programs to Suit Your Business Needs
Our flexible system allows you to create tailored question lists, group them into meaningful programs, and ensure compliance across various departments. Preview sample programs and question lists to understand how you can elevate your auditing process with ease.