What this checklist covers
The 5S Customer Area Checklist is a 15-point scorecard for waiting lounge, washrooms, refreshment area, kids area, consultation desks, display screens, and customer comfort. Each criterion is scored from 1 to 5 on what the auditor sees on the day, and every gap goes into an action plan with an owner and a close date.
AutoSmart tip: Customer area 5S should be assessed from the customer’s perspective, not the staff’s. Sit in a waiting chair, use the refreshments, and visit the washroom before conducting the formal checklist — the experience as a customer reveals gaps that a standing inspection from the staff side of the counter does not.
The checks
Tap Yes, No or Maybe to try it: your answers stay in this page and clear when you refresh. For a detailed walkthrough, download our PDF or book a demo.
Waiting lounge and seating
- Is the customer waiting lounge clean, with floors swept or vacuumed, surfaces wiped, and seating arranged consistently — not moved into informal configurations by previous customers?
- Is seating in good condition — no torn upholstery, broken frames, or wobbly legs — with damaged items removed and replaced promptly?
- Are reading materials (magazines, brochures) current and neatly arranged, with no publications more than 3 months old remaining on display?
- Is the lounge free from staff personal items, internal documents, or workshop materials that should not be visible in the customer-facing area?
Washrooms and refreshment area
- Are customer washrooms clean, fully stocked with soap, hand towels or dryer, and toilet paper at all times of the day — not only at opening?
- Are washrooms inspected on a documented schedule throughout the day, with the inspection log visible and current?
- Is the refreshment area clean and stocked — with coffee machine, water dispenser, and any food items replenished before running out, not after a customer finds them empty?
- Is refreshment equipment clean inside and out, with no dried spillage, staining, or build-up on dispensers, surfaces, or drip trays?
Kids area and consultation desks
- Where a children's area is provided, is it clean, safe, and stocked with appropriate activities — with damaged toys or equipment removed promptly?
- Are consultation desks in the customer area clear of staff clutter, with only branded or customer-relevant materials visible from the customer's side of the desk?
- Are customer-facing surfaces (counter edges, armrests, table tops) clean and free from sticky residue, fingerprints, or accumulated dust?
Display screens and customer comfort
- Are all display screens in the customer area functional, displaying current and brand- approved content, with no screensavers, error messages, or outdated material visible?
- Is the lounge temperature and air quality (no workshop odour, adequate ventilation) maintained at a comfortable level throughout operating hours?
- Is free Wi-Fi available with password clearly displayed, and is signal strength sufficient for comfortable use throughout the waiting area?
- Is a daily 5S opening check completed for the customer area before the first customer arrives, confirming all elements meet the required standard?
How to run it
How the scoring works
Before the visit, fill in the dealer or centre, the auditor, the date and the audit cycle. Then score each of the 15 checks from 1 to 5 on what you see on the day, not on what the site aims for, and add them up out of 75.
- 1Not in place
- 2Attempted
- 3Defined
- 4Managed
- 5Fully sustained
- Green60–75 · 80–100%Compliant. Keep the standard.
- Amber38–59 · 50–79%Improvement needed: a structured action plan within 30 days.
- Red0–37 · Below 50%Priority intervention, escalated to regional management.
Then close every gap
Each gap goes into the action plan tracker and moves through four stages until the auditor closes it.
- 1PendingOwner and close date set
- 2In progressWork under way, evidence gathered
- 3CompletedEvidence submitted for review
- 4ApprovedVerified and closed by the auditor
