Checklists library · Customer experience
Customer experience checklist templates
Free customer experience checklists: the customer journey, complaints, handovers between departments, loyalty and data quality.
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Customer experience
All customer experience checklists
- 5S
5S Audit Scoring Checklist
Covers scoring criteria, area-wise rating, photo evidence, non-compliance tracking, responsible person assignment, and improvement trend. - 5S
5S Corrective Action Plan Checklist
Covers 5S gaps, root cause, action owner, due date, before/after evidence, approval, repeat issue tracking, and closure discipline. - 5S
5S Customer Area Checklist
Covers waiting lounge, washrooms, refreshment area, kids area, consultation desks, display screens, and overall customer comfort. - 5S
5S Daily Housekeeping Checklist
Covers opening checks, end-of-day cleaning, waste removal, tool return, floor condition, customer area readiness, and supervisor sign-off. - 5S
5S Digital Workplace Checklist
Covers folder structure, file naming, CRM hygiene, shared drive organization, duplicate records, access control, and data cleanliness. - 5S
5S Office Area Checklist
Covers desk organization, document control, file storage, cable management, meeting rooms, notice boards, and shared workspaces. - 5S
5S Parts Department Checklist
Covers binning, labeling, stock arrangement, fast-moving parts access, obsolete stock segregation, cleanliness, traceability, and storage discipline. - 5S
5S Service Reception Checklist
Covers customer reception desk, job card area, queue management, document arrangement, customer-facing displays, and cleanliness. - 5S
5S Showroom Checklist
Covers vehicle display area, customer lounge, brochures, desks, branding materials, signage, cleanliness, and visual presentation standards. - 5S
5S Tool Management Checklist
Covers tool shadow boards, tool availability, return discipline, tool condition, calibration status, missing tool tracking, and storage standards. - 5S
5S Warehouse Checklist
Covers storage layout, aisle marking, stock visibility, pallet condition, material flow, receiving area, dispatch area, and inventory housekeeping. - 5S
5S Workplace Audit Checklist
Covers Sort, Set in Order, Shine, Standardize, and Sustain across showroom, workshop, parts, warehouse, office, and customer areas. - 5S
5S Workshop Checklist
Covers tool arrangement, bay cleanliness, technician workstations, equipment placement, waste handling, floor markings, safety zones, and daily housekeeping. - Sales, F&I and accessories
Accessories Sales Process Checklist
Covers accessory need identification, product explanation, pricing, customer consent, billing, fitment, and delivery confirmation. - Sales, F&I and accessories
Accessory Campaign Execution Checklist
Covers campaign offer, eligible models, showroom visibility, staff briefing, stock readiness, sales tracking, and campaign reporting. - Sales, F&I and accessories
Accessory Fitment Quality Checklist
Covers correct part fitment, workmanship, electrical safety, vehicle protection, damage check, functionality test, and final inspection. - Sales, F&I and accessories
Accessory Inventory Availability Checklist
Covers fast-moving accessories, model-wise stock, backorder items, reorder levels, ageing stock, and stock accuracy. - Sales, F&I and accessories
Accessory Product Knowledge Checklist
Covers sales consultant knowledge, feature explanation, compatibility, warranty coverage, installation process, pricing, and objection handling. - Sales, F&I and accessories
Accessory Quotation Checklist
Covers item-wise pricing, package pricing, discount approval, tax accuracy, fitment charges, warranty terms, and quotation validity. - Sales, F&I and accessories
Accessory Sales Performance Checklist
Covers accessory penetration, revenue per vehicle, model-wise sales, consultant-wise performance, stock movement, and lost opportunity tracking. - Sales, F&I and accessories
Add-On Product Compliance Checklist
Covers customer consent, transparent pricing, approved product list, terms and conditions, warranty impact, and mis-selling prevention. - Aftersales and service
Aftersales Corrective Action Plan Checklist
Covers process gaps, responsible person, root cause, action plan, timeline, evidence submission, follow-up, and closure effectiveness. - Aftersales and service
Aftersales KPI Review Checklist
A monthly aftersales review: service and parts revenue, labour, retention, productivity, bay use, customer satisfaction, repeat repairs and warranty performance. - Body shop and paint
Body and Paint Checklist for Dealerships
Paint facility and equipment, body repair equipment, and process and workflow control in a dealership body and paint shop. - Body shop and paint
Body Repair Quality Checklist
Covers panel repair, welding quality, alignment, gap consistency, structural repair accuracy, corrosion protection, and repair method compliance. - Body shop and paint
Body Shop Capacity Planning Checklist
Covers repair bays, paint booth capacity, technician availability, job loading, work-in-progress, repair cycle time, and bottleneck tracking. - Body shop and paint
Body Shop Reception Checklist
Covers customer greeting, accident details, vehicle walkaround, photos, insurance details, estimate explanation, approval process, and job card creation. - Body shop and paint
Body Shop Work-In-Progress Checklist
Covers job status, pending approvals, parts delays, repair progress, paint queue, delivery commitment, and daily production review. - Compliance
BS 10125 Vehicle Damage Repair Checklist
Prepare a body shop for BS 10125 and Kitemark assessment: repair methods, staff competence, equipment, materials, quality control and evidence of a safe repair. - Compliance
CARB Compliance Checklist
Check vehicles, parts and installs sold in California against CARB rules: certified vehicles, Executive Orders for aftermarket parts, compliant catalytic converters and labels. - Body shop and paint
Collision Damage Estimation Checklist
Covers damage assessment, labor estimation, parts identification, paint materials, hidden damage review, insurance approval, and customer communication. - Body shop and paint
Collision Repair Delivery Checklist
Covers final quality inspection, vehicle cleaning, invoice explanation, replaced parts explanation, insurance closure, customer sign-off, and follow-up. - Body shop and paint
Collision Repair Process Checklist
Covers accident vehicle intake, damage documentation, repair method selection, structural repair, parts replacement, paint process, final inspection, and delivery readiness. - Customer experience
Customer Complaint Management Checklist
Covers complaint registration, escalation matrix, resolution timeline, root cause, customer closure, repeat complaints, and management review. - Customer experience
Customer Data Quality Checklist
Covers customer profile accuracy, contact details, consent, vehicle details, service history, complaint records, and CRM update discipline. - Customer experience
Customer Experience Audit Checklist Template
The whole customer journey at a dealership: enquiry and showroom visit, test drive and purchase, delivery and service, complaints and follow-up. - Customer experience
Customer Experience Corrective Action Plan Checklist
Covers CX gaps, root cause, responsible person, due date, customer impact, evidence submission, approval, and closure effectiveness. - Customer experience
Customer Handover Between Departments Checklist
Covers sales-to-delivery, sales-to-service, service-to-parts, complaint-to-management, and CRM handover discipline. - Customer experience
Customer Loyalty Program Checklist
Covers loyalty enrollment, benefit communication, reward tracking, customer eligibility, usage reporting, and retention impact. - Compliance
Dealer Compliance Checklist
Covers statutory licenses, OEM agreements, insurance, safety approvals, tax documents, data compliance, and local regulatory requirements. - Launches and marketing
Dealer Launch Readiness Checklist
Covers pre-launch inspection, stock availability, staff readiness, marketing support, branding completion, system access, and soft-launch approval. - Launches and marketing
Dealer Manpower Readiness Checklist
Covers role-wise staffing, recruitment status, training completion, certification, productivity, attrition, and succession planning. - Health and safety
Dealership Health and Safety Checklist Template
PPE and personal safety, first aid and emergency response, fire safety, chemical and environmental safety, and facility and equipment safety across the dealership. - Compliance
DVSA Individual Vehicle Approval Checklist
Covers IVA manual requirements, vehicle inspection readiness, technical documents, modifications, safety checks, lighting, emissions, and approval records. DVSA publishes IVA manuals listing the technical requirements for individual vehicle approval. - Compliance
EPA Vehicle Emissions Certification Checklist
Check that vehicles and engines introduced into US commerce are covered by an EPA certificate of conformity, labelled correctly and supported by complete certification records. - Compliance
EPA Vehicle Import Compliance Checklist
Check vehicle and engine imports into the US against EPA rules: certification and labels, the EPA declaration, exemptions and exclusions, independent importers and records. - Compliance
ESMA Auto Spare Parts Certification Checklist
Covers certification, registration, labeling, conformity marks, supplier documents, traceability, counterfeit parts prevention, and approved spare parts usage. UAE requires automotive spare parts to follow conformity requirements before being placed in the market. - Compliance
ESMA Product Traceability Checklist
Covers supplier records, invoice matching, batch/serial number traceability, certificate mapping, storage location, and recall support. - Compliance
ESMA Tire Compliance Checklist
Covers tire labeling, date of manufacture, storage condition, conformity documents, supplier approval, inspection, and unsafe tire prevention. - Compliance
ESMA Vehicle Safety Systems Checklist
Covers safety components, vehicle accessories, approved products, installation quality, documentation, and compliance with UAE technical regulations. - Compliance
ESMA Workshop Equipment Compliance Checklist
Covers lifts, compressors, diagnostic tools, safety equipment, calibration records, maintenance, and approved equipment documentation. - EV readiness
EV Battery Handling Checklist
Covers battery inspection, storage, lifting procedure, isolation process, damage assessment, temperature control, and emergency response. - EV readiness
EV Battery Warranty Checklist
Check EV battery warranty claims before they are submitted: eligibility, battery health report, diagnostic logs, charging history, approval and claim documents. - EV readiness
EV Charging Infrastructure Checklist
Covers charger availability, charger type, installation safety, cable condition, load capacity, signage, access control, and maintenance records. - EV readiness
EV Charging Station Safety Checklist
Covers installation approval, earthing, emergency stop, cable management, signage, access control, fire safety, and inspection schedule. - EV readiness
EV Corrective Action Plan Checklist
Covers EV readiness gaps, responsible person, root cause, action plan, timeline, evidence upload, approval, escalation, and closure effectiveness. - EV readiness
EV Customer Education Checklist
Covers charging guidance, range explanation, battery care, safety instructions, warranty coverage, mobile app usage, and handover explanation. - EV readiness
EV Diagnostic Process Checklist
Covers diagnostic equipment, fault code reading, battery health check, software version, charging system test, root cause analysis, and repair approval. - EV readiness
EV Emergency Response Checklist
Covers fire response, thermal runaway awareness, emergency contacts, isolation zone, technician evacuation, first responder guidance, and incident reporting. - EV readiness
EV Parts Storage Checklist
Covers battery parts, cables, high-voltage components, labeling, segregation, damage prevention, temperature control, and traceability. - EV readiness
EV Readiness Audit Checklist
Covers overall EV readiness across facility, manpower, tools, charging setup, safety, customer handling, and documentation. - EV readiness
EV Sales Consultant Readiness Checklist
Covers EV product knowledge, range explanation, charging options, ownership cost, government incentives, competitor comparison, and customer objection handling. - EV readiness
EV Service Workshop Checklist
Covers EV service bays, high-voltage work area, insulated tools, safety equipment, repair workflow, technician allocation, and quality control. - EV readiness
EV Software Update Checklist
Covers OTA update status, workshop update process, diagnostic logs, customer consent, update verification, rollback process, and record keeping. - EV readiness
EV Technician Training Checklist
Covers EV certification, high-voltage awareness, battery safety, diagnostic training, rescue procedures, tool usage, and refresher training. - EV readiness
EV Test Drive Checklist
Run EV test drives that sell: a charged car and a planned route, a safety briefing, regenerative braking and one-pedal driving explained, a charging demo and follow-up. - EV readiness
EV Vehicle Delivery Checklist
Covers pre-delivery inspection, state of charge, charging cable, app pairing, feature explanation, warranty documents, and customer acknowledgement. - Warranty
Extended Warranty Upsell Checklist
Check that extended warranties are offered and sold properly: eligibility, clear explanation of cover and exclusions, pricing, customer consent, activation and documents. - Sales, F&I and accessories
F&I Compliance Checklist
Covers credit application, disclosures, lender communication, add-on products, customer consent, adverse action notices, menu selling, and deal jacket documentation. - Compliance
FTC Used Car Rule Checklist
Check every used vehicle for sale against the FTC Used Car Rule: Buyers Guide display, warranty or “as is” disclosure, Spanish-language sales and the contract statement. - Sales, F&I and accessories
Genuine Accessories Compliance Checklist
Covers OEM-approved accessories, part numbers, supplier source, warranty validity, counterfeit prevention, and brand standard compliance. - Warranty
Goodwill Warranty Checklist
Covers goodwill eligibility, customer history, approval limits, management authorization, cost sharing, customer communication, and documentation. - EV readiness
High-Voltage Safety Checklist
Check that high-voltage work on electric and hybrid vehicles is safe: qualified staff, isolation and lockout, insulated tools and PPE, marked work areas, battery handling and emergency response. - Body shop and paint
Insurance Claim Handling Checklist
Covers claim registration, surveyor coordination, documents, estimate approval, repair authorization, supplementary approval, and claim closure. - Launches and marketing
Marketing Asset Management Checklist
Covers availability of approved creatives, brochures, videos, images, campaign guides, dealer access, version control, and outdated asset removal. - Launches and marketing
Marketing Campaign Execution Checklist
Covers campaign rollout, dealer participation, offer communication, POSM placement, digital alignment, lead capture, and reporting. - Compliance
MOT Quality Control Checklist
Covers MOT test accuracy, tester observation, disciplinary risk, QC checks, equipment checks, documentation, advisory notes, and fraud prevention. - Compliance
MOT Testing Centre Compliance Checklist
Covers tester approval, test bay condition, equipment calibration, test records, MOT process compliance, defect classification, customer communication, and DVSA audit readiness. - Launches and marketing
New Dealer Setup Checklist
Covers showroom setup, workshop setup, branding, tools, manpower, IT systems, training, launch readiness, and go-live approval. - Compliance
NHTSA Recall Compliance Checklist
Run safety recalls the way NHTSA expects: defect reports, owner and dealer notification, the remedy, open-recall checks before sale, completion tracking and records. - Health and safety
OSHA Automotive Workshop Safety Checklist
PPE and lift safety, welding and chemical hazards, slips, noise and ergonomics, and shop housekeeping in an automotive workshop, against common OSHA requirements. - Health and safety
OSHA Hazard Communication Checklist
Covers Safety Data Sheets, chemical labeling, employee training, paint/solvent handling, storage, PPE, and exposure control. - Body shop and paint
Paint Booth Audit Checklist
Covers booth cleanliness, airflow, filters, lighting, temperature control, safety, maintenance records, and paint quality impact. - Body shop and paint
Paint Process Quality Checklist
Covers surface preparation, masking, primer, color matching, paint booth readiness, curing process, polishing, and final finish inspection. - Aftersales and service
Parts Department Checklist Template
Stock management, back orders and VOR, parts storage and organisation, returns and obsolete stock, and coordination with the workshop. - Compliance
PDPL Data Privacy Compliance Checklist
Covers personal data collection, consent, privacy notices, data sharing, retention, customer rights, breach handling, and controller obligations. SDAIA states that PDPL protects individuals' personal data and defines obligations for controllers. - Sales, F&I and accessories
Post-Fitment Customer Feedback Checklist
Covers customer satisfaction, fitment quality feedback, issue reporting, warranty clarification, repeat purchase opportunity, and referral request. - Sales, F&I and accessories
Pre-Delivery Accessories Checklist
Covers customer-approved accessories, fitment schedule, stock availability, installation quality, billing, and delivery readiness. - Launches and marketing
Product Launch Readiness Checklist
Covers launch branding, vehicle display, staff briefing, brochures, digital content, campaign material, media support, and dealer readiness. - Aftersales and service
Quick Service Checklist for Dealerships
Speed up your service process with AutoSmart's Quick Service Checklist. This practical guide helps auto repair shops streamline operations, ensuring fast, efficient service without compromising quality, keeping customers satisfied and business running smoothly. - Launches and marketing
Retail Offer Communication Checklist
Covers offer accuracy, finance scheme clarity, terms and conditions, expiry date, dealer communication, customer visibility, and approval compliance. - Sales, F&I and accessories
Revenue Generation Checklist for Sales and Service
A practical checklist to evaluate how effectively your dealership converts everyday sales and service interactions into additional revenue opportunities, stronger customer engagement, and long-term business growth. - Sales, F&I and accessories
Sales Checklist for Automotive Dealerships
Showroom standards and display, the showroom environment, the customer experience and sales process, and vehicle delivery and handover. - Compliance
SASO Auto Spare Parts Regulation Checklist
Covers spare parts classification, conformity requirements, product labeling, supplier documents, storage, traceability, and counterfeit parts control. SASO has a specific technical regulation for auto spare parts. - Compliance
SASO Fuel Economy Label Checklist
Covers fuel economy label availability, accuracy, display on new light vehicles, certificate validity, vehicle data matching, and customer visibility. SASO provides a fuel economy label service for new light vehicles. - Compliance
Saudi Compliance Checklist for Automotive Companies
Permits and documentation, VAT and financial compliance, consumer rights, vehicle and safety compliance, and waste management for automotive dealerships in Saudi Arabia. - Compliance
Saudi Vehicle Periodic Inspection Readiness Checklist
Get vehicles ready for Saudi periodic technical inspection (MVPI): preparation and safety items, inspection records and customer communication, failed inspections and re-inspection. - Aftersales and service
Service Advisor Performance Checklist
Covers appointment handling, upselling quality, estimate explanation, customer communication, job card accuracy, and CSI impact. - Launches and marketing
Service Marketing Checklist
Covers service reminders, seasonal campaigns, lapsed customer campaigns, AMC promotion, extended warranty promotion, and campaign conversion. - Launches and marketing
Showroom Marketing Visibility Checklist
Covers posters, standees, brochures, digital screens, product displays, price boards, campaign corners, and customer-facing communication. - Compliance
State Dealer Licensing Compliance Checklist
Covers dealer license, sales permits, surety bond, display lot requirements, records, title processing, temp tags, and state-specific renewals. - Aftersales and service
Technical Diagnosis Checklist
Covers complaint verification, diagnostic process, DTC reports, root cause identification, repair recommendation, and technician notes. - Aftersales and service
Technician Productivity Checklist
Covers clocking discipline, job allocation, efficiency, training, skill level, idle time, comeback rate, and productivity reporting. - Compliance
UK Vehicle Type Approval Checklist
Check that vehicles you place on the GB market have valid type approval: the approval route, certificates of conformity, conformity of production and registration documents. - Sales, F&I and accessories
Upsell Opportunity Identification Checklist
Covers customer profile, vehicle model, usage type, finance eligibility, service history, lifestyle needs, and relevant upsell options. - Compliance
Vehicle Manufacturer Certification Checklist
Covers manufacturer registration, self-certification, VIN requirements, compliance label, defect reporting, records, and safety standard readiness. - Sales, F&I and accessories
Vehicle Personalization Checklist
Covers customer lifestyle understanding, usage pattern, recommended accessory packs, customization options, approval, and final customer confirmation. - Warranty
Warranty Audit Checklist Template
Covers claim sampling, documentation review, parts verification, policy compliance, fraud indicators, dealer process gaps, and audit closure. - Warranty
Warranty Claim Approval Checklist
Covers claim validation, policy eligibility, approval hierarchy, exception handling, goodwill approval, and claim status tracking. - Warranty
Warranty Claim Submission Checklist
Covers claim creation, required documents, claim coding, labor operation, parts details, timelines, and submission accuracy. - Warranty
Warranty Documentation Checklist
Covers job cards, technician reports, customer complaints, photos, diagnostic reports, repair orders, invoices, and approval records. - Warranty
Warranty Parts Retention Checklist
Covers failed parts tagging, storage, retention period, claim reference, physical condition, disposal process, and OEM audit readiness. - Warranty
Warranty Policy Compliance Checklist
Covers OEM warranty policy adherence, repair guidelines, claim limits, timelines, authorization rules, and dealer compliance. - Warranty
Warranty Rejection Analysis Checklist
Covers rejected claims, rejection reasons, repeat errors, missing documents, dealer-wise trends, corrective action, and resubmission process. - Health and safety
Workshop Safety Checklist
Covers PPE usage, lift safety, tool condition, hazardous material handling, emergency exits, fire safety, and housekeeping.
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