What this checklist covers
The Service Advisor Performance Checklist is a 15-point scorecard for appointment handling, upselling, estimate accuracy, customer communication, and CSI impact. 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: Service advisor performance audits are most effective when they include a live observation of at least one customer interaction — from arrival through to estimate delivery. A completed job card and a signed delivery record tell you what was documented; observing the interaction tells you what actually happened.
The checks
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Appointment handling and reception
- Does the service advisor confirm every appointment 24 hours in advance and ensure the customer's vehicle history and complaint are reviewed before arrival?
- Does the advisor greet the arriving customer within the defined wait time standard, making them feel expected and welcomed?
- Is a vehicle walkaround conducted with the customer at intake, with pre-existing damage noted and acknowledged before work begins?
- Does the advisor ask open-ended diagnostic questions to fully understand the customer's concern, rather than accepting a brief complaint without probing?
Upselling and estimate explanation
- Does the advisor proactively inform the customer of any due maintenance items (based on mileage or last service date) identified at intake?
- Are upsell recommendations made in a way that clearly explains the benefit to the customer, not presented as an add-on pressure sale?
- Is the initial estimate explained clearly — labour, parts, and any applicable taxes itemised — before the customer is asked to approve?
- Is additional work approval obtained from the customer verbally and confirmed in writing before work proceeds, with the advisor noting the approval method on the job card?
Customer communication
- Is the customer proactively contacted with a status update if the vehicle will not be ready by the promised time, before the customer has to chase?
- Is the customer informed of any findings beyond the original scope in plain language, with a clear recommendation and the customer's options explained?
- Is the delivery walkthrough conducted by the advisor personally — not handed off to another staff member — covering work done, invoice, and next service reminder?
Job card accuracy and CSI impact
- Are the advisor's job cards reviewed periodically for accuracy, completeness, and customer complaint recording quality?
- Is the advisor's individual CSI score or customer satisfaction rating tracked, with low scores triggering a coaching conversation rather than only being reported?
- Are advisor-specific performance metrics (jobs handled, upsell conversion, on-time delivery rate, comeback rate) reviewed in regular one-to- one meetings?
- Is the advisor's performance discussed with them constructively and regularly, not only raised as a concern when a specific incident occurs?
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
