What this checklist covers
The Post-Fitment Customer Feedback Checklist is a 15-point scorecard for customer satisfaction capture, fitment quality feedback, issue reporting, warranty clarification, and repeat purchase opportunity. 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: Post-fitment feedback is a loyalty tool as much as a quality check. A customer who receives a follow-up call after accessory fitment feels valued and remembered — the act of following up is itself a differentiator in markets where post-sale contact is the exception rather than the norm. Use the call to cement the relationship, not only to verify the fitment.
The checks
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Satisfaction capture and fitment feedback
- Is a post-fitment follow-up contact made to every customer who had accessories fitted, within a defined window (e.g., 3–7 days) after collection?
- Does the follow-up contact include a specific question about fitment quality — not only a general satisfaction rating — confirming the accessory is correctly installed and functioning as expected?
- Is the follow-up contact made by a named individual rather than an automated survey alone, allowing the customer to raise a concern conversationally rather than only through a rating scale?
- Is follow-up contact completion rate tracked, with missed follow-ups flagged and completed on the next business day rather than simply recorded as overdue?
Issue reporting and warranty clarification
- Is any issue raised during the post-fitment follow-up — loose fitment, functional fault, cosmetic damage discovered after collection — logged as a complaint or service request and escalated for resolution on the same day?
- Is the customer reminded of the warranty coverage and claim process for their fitted accessories during the follow-up call, reinforcing their confidence that they are covered if a problem develops?
- Are post-fitment issues tracked separately from general workshop complaints, allowing accessory fitment quality to be analysed independently of service repair quality?
- Are recurring fitment issues — the same accessory type or the same technician appearing repeatedly in post-fitment complaints — escalated to the workshop controller for root cause investigation?
Repeat purchase and referral opportunity
- Is the follow-up conversation used to identify any additional accessories the customer may be considering, with a natural recommendation made based on their experience with the fitted item?
- Are satisfied customers asked whether they would be willing to share their experience with others — either through a review, a referral, or permission to use their feedback as a testimonial?
- Is a follow-up offer (loyalty discount, seasonal campaign) included in the post-fitment contact for customers who express high satisfaction — converting satisfaction into a next purchase opportunity?
Feedback governance
- Is post-fitment feedback recorded in the CRM against the customer record, creating a history of accessory satisfaction that informs future interactions and recommendations?
- Is post-fitment satisfaction data reviewed alongside fitment quality data from the workshop — identifying whether internal quality checks are successfully catching the issues customers are reporting post-collection?
- Are post-fitment feedback results included in the accessory sales and service management review, treated as a quality and retention metric alongside revenue performance?
- Is positive post-fitment feedback shared with the fitting technician and the advising consultant — creating a direct link between their work and customer satisfaction outcomes?
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
