Goodwill Warranty Checklist
Covers goodwill eligibility, customer history, approval limits, management authorization, cost sharing, customer communication, and documentation.
Sample Audit Programs
For the complete checklist, and scoring criteria download the file
1. Is a documented eligibility assessment conducted for every goodwill request, rather than approval being based on the customer's relationship or persistence alone?;
2. Is the customer's service history (regular maintenance, prior goodwill claims) reviewed before a goodwill decision is made?;
3. Is the vehicle's age and mileage relative to the standard warranty period factored into the goodwill eligibility assessment?;
4. Is prior goodwill history for the same vehicle or customer checked to avoid repeated goodwill approval for the same recurring issue without root cause resolution?;
5. Is a defined approval limit in place, specifying which goodwill values can be approved at dealership level versus requiring regional/OEM sign-off?;
6. Are goodwill approvals above the dealership's authorised limit escalated to the correct level before any commitment is made to the customer?;
7. Is segregation of duties maintained, with goodwill approval coming from someone independent of the advisor handling the customer?;
8. Is a record maintained of all goodwill approvals, including the approver's name and the justification provided?;
9. Where cost-sharing arrangements apply (dealer/OEM/customer split), is the agreed split clearly documented and applied consistently?;
10. Is the customer's portion of any cost-shared goodwill repair clearly communicated and agreed before work proceeds?;
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.