{"id":788,"date":"2026-07-16T09:01:44","date_gmt":"2026-07-16T09:01:44","guid":{"rendered":"https:\/\/autosmarts.co\/en\/library\/aftersales-kpi-review-checklist\/"},"modified":"2026-10-14T15:31:32","modified_gmt":"2026-10-14T15:31:32","slug":"aftersales-kpi-review-checklist","status":"publish","type":"libraries","link":"https:\/\/autosmarts.co\/en\/library\/aftersales-kpi-review-checklist\/","title":{"rendered":"Aftersales KPI Review Checklist"},"content":{"rendered":"\n<h2 class=\"wp-block-heading\">What this checklist covers<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Aftersales is where most dealerships make a dependable profit, and where small slips add up fast. A monthly KPI review turns the numbers into a short list of actions: which bays sit idle, which customers stopped coming back, which repairs came back. This checklist is the agenda for that review.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The Aftersales KPI Review Checklist is a 15-point scorecard for service revenue, parts revenue, retention, productivity, CSI, and warranty performance. 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.<\/p>\n\n\n\n<p class=\"as-chktip wp-block-paragraph\"><strong>AutoSmart tip:<\/strong> Aftersales KPI reviews are only as useful as the decisions they drive. The key audit question is not whether the numbers are being reported \u2014 it&#8217;s whether the review meeting produces documented actions with owners and due dates. A KPI dashboard that&#8217;s reviewed weekly but produces no traceable corrective actions is a compliance exercise, not a management tool.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">The checks<\/h2>\n\n\n\n<div class=\"wp-block-group as-checks is-layout-flow wp-block-group-is-layout-flow\"><p class=\"as-checks__note\"><span>Tap Yes, No or Maybe to try it: your answers stay in this page and clear when you refresh. For a detailed walkthrough, <a href=\"#get-pdf\">download our PDF<\/a> or <a href=\"https:\/\/autosmarts.co\/en\/book-a-demo\/\" data-as-track=\"demo\">book a demo<\/a>.<\/span><\/p>\n<div class=\"wp-block-group as-checksec is-layout-flow wp-block-group-is-layout-flow\">\n<h3 class=\"wp-block-heading\">Revenue performance<\/h3><p class=\"as-checksec__meta\">4 checks<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li class=\"as-check\"><span class=\"as-check__no\" aria-hidden=\"true\">01<\/span><span class=\"as-check__body\"><span class=\"as-check__text\">Is service labour revenue tracked monthly against target, with variance analysed by category (maintenance, mechanical, warranty, body) rather than as a single total?<\/span><span class=\"as-check__answer\" role=\"group\" aria-label=\"Your answer\" hidden><button type=\"button\" data-answer=\"yes\" aria-pressed=\"false\">Yes<\/button><button type=\"button\" data-answer=\"no\" aria-pressed=\"false\">No<\/button><button type=\"button\" data-answer=\"maybe\" aria-pressed=\"false\">Maybe<\/button><\/span><\/span><\/li>\n\n\n\n<li class=\"as-check\"><span class=\"as-check__no\" aria-hidden=\"true\">02<\/span><span class=\"as-check__body\"><span class=\"as-check__text\">Is parts revenue tracked separately, with parts- to-labour ratio reviewed to identify upsell or inventory supply opportunities?<\/span><span class=\"as-check__answer\" role=\"group\" aria-label=\"Your answer\" hidden><button type=\"button\" data-answer=\"yes\" aria-pressed=\"false\">Yes<\/button><button type=\"button\" data-answer=\"no\" aria-pressed=\"false\">No<\/button><button type=\"button\" data-answer=\"maybe\" aria-pressed=\"false\">Maybe<\/button><\/span><\/span><\/li>\n\n\n\n<li class=\"as-check\"><span class=\"as-check__no\" aria-hidden=\"true\">03<\/span><span class=\"as-check__body\"><span class=\"as-check__text\">Is revenue per repair order tracked, with trend analysis identifying whether revenue changes are driven by volume or by average transaction value?<\/span><span class=\"as-check__answer\" role=\"group\" aria-label=\"Your answer\" hidden><button type=\"button\" data-answer=\"yes\" aria-pressed=\"false\">Yes<\/button><button type=\"button\" data-answer=\"no\" aria-pressed=\"false\">No<\/button><button type=\"button\" data-answer=\"maybe\" aria-pressed=\"false\">Maybe<\/button><\/span><\/span><\/li>\n\n\n\n<li class=\"as-check\"><span class=\"as-check__no\" aria-hidden=\"true\">04<\/span><span class=\"as-check__body\"><span class=\"as-check__text\">Is a revenue recovery opportunity identified for recurring revenue gaps (e.g., low maintenance capture, low accessory attachment), with an action plan in place?<\/span><span class=\"as-check__answer\" role=\"group\" aria-label=\"Your answer\" hidden><button type=\"button\" data-answer=\"yes\" aria-pressed=\"false\">Yes<\/button><button type=\"button\" data-answer=\"no\" aria-pressed=\"false\">No<\/button><button type=\"button\" data-answer=\"maybe\" aria-pressed=\"false\">Maybe<\/button><\/span><\/span><\/li>\n<\/ul>\n<\/div>\n\n\n\n<div class=\"wp-block-group as-checksec is-layout-flow wp-block-group-is-layout-flow\">\n<h3 class=\"wp-block-heading\">Productivity and bay utilisation<\/h3><p class=\"as-checksec__meta\">4 checks<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li class=\"as-check\"><span class=\"as-check__no\" aria-hidden=\"true\">05<\/span><span class=\"as-check__body\"><span class=\"as-check__text\">Is technician efficiency (standard hours produced versus hours attended) tracked and reviewed weekly, not only in monthly reports?<\/span><span class=\"as-check__answer\" role=\"group\" aria-label=\"Your answer\" hidden><button type=\"button\" data-answer=\"yes\" aria-pressed=\"false\">Yes<\/button><button type=\"button\" data-answer=\"no\" aria-pressed=\"false\">No<\/button><button type=\"button\" data-answer=\"maybe\" aria-pressed=\"false\">Maybe<\/button><\/span><\/span><\/li>\n\n\n\n<li class=\"as-check\"><span class=\"as-check__no\" aria-hidden=\"true\">06<\/span><span class=\"as-check__body\"><span class=\"as-check__text\">Is bay utilisation tracked as a distinct metric from technician efficiency, with underutilised bays reviewed for structural versus demand- related causes?<\/span><span class=\"as-check__answer\" role=\"group\" aria-label=\"Your answer\" hidden><button type=\"button\" data-answer=\"yes\" aria-pressed=\"false\">Yes<\/button><button type=\"button\" data-answer=\"no\" aria-pressed=\"false\">No<\/button><button type=\"button\" data-answer=\"maybe\" aria-pressed=\"false\">Maybe<\/button><\/span><\/span><\/li>\n\n\n\n<li class=\"as-check\"><span class=\"as-check__no\" aria-hidden=\"true\">07<\/span><span class=\"as-check__body\"><span class=\"as-check__text\">Is workshop throughput (number of repair orders completed per day) tracked and used to validate capacity planning and staffing decisions?<\/span><span class=\"as-check__answer\" role=\"group\" aria-label=\"Your answer\" hidden><button type=\"button\" data-answer=\"yes\" aria-pressed=\"false\">Yes<\/button><button type=\"button\" data-answer=\"no\" aria-pressed=\"false\">No<\/button><button type=\"button\" data-answer=\"maybe\" aria-pressed=\"false\">Maybe<\/button><\/span><\/span><\/li>\n\n\n\n<li class=\"as-check\"><span class=\"as-check__no\" aria-hidden=\"true\">08<\/span><span class=\"as-check__body\"><span class=\"as-check__text\">Are productivity KPIs shared with the workshop team, not held only at management level?<\/span><span class=\"as-check__answer\" role=\"group\" aria-label=\"Your answer\" hidden><button type=\"button\" data-answer=\"yes\" aria-pressed=\"false\">Yes<\/button><button type=\"button\" data-answer=\"no\" aria-pressed=\"false\">No<\/button><button type=\"button\" data-answer=\"maybe\" aria-pressed=\"false\">Maybe<\/button><\/span><\/span><\/li>\n<\/ul>\n<\/div>\n\n\n\n<div class=\"wp-block-group as-checksec is-layout-flow wp-block-group-is-layout-flow\">\n<h3 class=\"wp-block-heading\">Customer experience and retention<\/h3><p class=\"as-checksec__meta\">3 checks<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li class=\"as-check\"><span class=\"as-check__no\" aria-hidden=\"true\">09<\/span><span class=\"as-check__body\"><span class=\"as-check__text\">Is CSI (Customer Satisfaction Index) or equivalent score tracked at advisor level, not only as a dealership aggregate?<\/span><span class=\"as-check__answer\" role=\"group\" aria-label=\"Your answer\" hidden><button type=\"button\" data-answer=\"yes\" aria-pressed=\"false\">Yes<\/button><button type=\"button\" data-answer=\"no\" aria-pressed=\"false\">No<\/button><button type=\"button\" data-answer=\"maybe\" aria-pressed=\"false\">Maybe<\/button><\/span><\/span><\/li>\n\n\n\n<li class=\"as-check\"><span class=\"as-check__no\" aria-hidden=\"true\">10<\/span><span class=\"as-check__body\"><span class=\"as-check__text\">Is repeat repair rate tracked and reviewed as a quality KPI, with a target threshold defined and monitored?<\/span><span class=\"as-check__answer\" role=\"group\" aria-label=\"Your answer\" hidden><button type=\"button\" data-answer=\"yes\" aria-pressed=\"false\">Yes<\/button><button type=\"button\" data-answer=\"no\" aria-pressed=\"false\">No<\/button><button type=\"button\" data-answer=\"maybe\" aria-pressed=\"false\">Maybe<\/button><\/span><\/span><\/li>\n\n\n\n<li class=\"as-check\"><span class=\"as-check__no\" aria-hidden=\"true\">11<\/span><span class=\"as-check__body\"><span class=\"as-check__text\">Is service retention rate (returning customers as a percentage of the vehicle parc) tracked on a rolling basis?<\/span><span class=\"as-check__answer\" role=\"group\" aria-label=\"Your answer\" hidden><button type=\"button\" data-answer=\"yes\" aria-pressed=\"false\">Yes<\/button><button type=\"button\" data-answer=\"no\" aria-pressed=\"false\">No<\/button><button type=\"button\" data-answer=\"maybe\" aria-pressed=\"false\">Maybe<\/button><\/span><\/span><\/li>\n<\/ul>\n<\/div>\n\n\n\n<div class=\"wp-block-group as-checksec is-layout-flow wp-block-group-is-layout-flow\">\n<h3 class=\"wp-block-heading\">Warranty performance and reporting discipline<\/h3><p class=\"as-checksec__meta\">4 checks<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li class=\"as-check\"><span class=\"as-check__no\" aria-hidden=\"true\">12<\/span><span class=\"as-check__body\"><span class=\"as-check__text\">Is warranty claim volume, approval rate, and rejection rate reviewed as a set of related metrics rather than in isolation?<\/span><span class=\"as-check__answer\" role=\"group\" aria-label=\"Your answer\" hidden><button type=\"button\" data-answer=\"yes\" aria-pressed=\"false\">Yes<\/button><button type=\"button\" data-answer=\"no\" aria-pressed=\"false\">No<\/button><button type=\"button\" data-answer=\"maybe\" aria-pressed=\"false\">Maybe<\/button><\/span><\/span><\/li>\n\n\n\n<li class=\"as-check\"><span class=\"as-check__no\" aria-hidden=\"true\">13<\/span><span class=\"as-check__body\"><span class=\"as-check__text\">Is warranty cost as a percentage of service revenue tracked, with increases investigated for root cause?<\/span><span class=\"as-check__answer\" role=\"group\" aria-label=\"Your answer\" hidden><button type=\"button\" data-answer=\"yes\" aria-pressed=\"false\">Yes<\/button><button type=\"button\" data-answer=\"no\" aria-pressed=\"false\">No<\/button><button type=\"button\" data-answer=\"maybe\" aria-pressed=\"false\">Maybe<\/button><\/span><\/span><\/li>\n\n\n\n<li class=\"as-check\"><span class=\"as-check__no\" aria-hidden=\"true\">14<\/span><span class=\"as-check__body\"><span class=\"as-check__text\">Are all KPIs reviewed in a structured management meeting on a defined cycle (daily\/weekly\/monthly as appropriate), with action owners and deadlines recorded?<\/span><span class=\"as-check__answer\" role=\"group\" aria-label=\"Your answer\" hidden><button type=\"button\" data-answer=\"yes\" aria-pressed=\"false\">Yes<\/button><button type=\"button\" data-answer=\"no\" aria-pressed=\"false\">No<\/button><button type=\"button\" data-answer=\"maybe\" aria-pressed=\"false\">Maybe<\/button><\/span><\/span><\/li>\n\n\n\n<li class=\"as-check\"><span class=\"as-check__no\" aria-hidden=\"true\">15<\/span><span class=\"as-check__body\"><span class=\"as-check__text\">Is there evidence that KPI review meetings result in actionable decisions, not only a verbal discussion with no documented follow-through?<\/span><span class=\"as-check__answer\" role=\"group\" aria-label=\"Your answer\" hidden><button type=\"button\" data-answer=\"yes\" aria-pressed=\"false\">Yes<\/button><button type=\"button\" data-answer=\"no\" aria-pressed=\"false\">No<\/button><button type=\"button\" data-answer=\"maybe\" aria-pressed=\"false\">Maybe<\/button><\/span><\/span><\/li>\n<\/ul>\n<\/div>\n<\/div>\n\n\n\n<h2 class=\"wp-block-heading\">Questions about this checklist<\/h2>\n\n\n\n<div class=\"wp-block-group as-faq is-layout-flow wp-block-group-is-layout-flow\">\n<details class=\"wp-block-details as-faq__item is-layout-flow wp-block-details-is-layout-flow\"><summary>Which aftersales KPIs matter most?<\/summary>\n<p class=\"wp-block-paragraph\">Labour revenue, technician productivity, customer retention, satisfaction and repeat repairs usually tell the clearest story. Your brand may define others.<\/p>\n<\/details>\n\n\n\n<details class=\"wp-block-details as-faq__item is-layout-flow wp-block-details-is-layout-flow\"><summary>How long should the review take?<\/summary>\n<p class=\"wp-block-paragraph\">About an hour a month if the numbers are prepared in advance.<\/p>\n<\/details>\n\n\n\n<details class=\"wp-block-details as-faq__item is-layout-flow wp-block-details-is-layout-flow\"><summary>Can it be run across a network?<\/summary>\n<p class=\"wp-block-paragraph\">Yes. In AutoSmart each dealer completes the same review and the network sees every site&#8217;s actions on one dashboard.<\/p>\n<\/details>\n<\/div>\n\n","protected":false},"excerpt":{"rendered":"<p>A monthly aftersales review: service and parts revenue, labour, retention, productivity, bay use, customer satisfaction, repeat repairs and warranty performance.<\/p>\n","protected":false},"template":"","meta":{"footnotes":"","_as_roles":"Aftersales managers, service and parts managers, area managers","_as_frequency":"Monthly, with a quarterly deep dive","_as_standard":"","_as_source":"","_as_pdf":969,"_as_solution":556,"_as_guide":251,"_as_case_study":76,"_as_lib_featured":false},"industry_tag":[3],"checklist_topic":[29],"checklist_market":[],"class_list":["post-788","libraries","type-libraries","status-publish","hentry","checklist_topic-aftersales-service"],"_links":{"self":[{"href":"https:\/\/autosmarts.co\/en\/wp-json\/wp\/v2\/libraries\/788","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/autosmarts.co\/en\/wp-json\/wp\/v2\/libraries"}],"about":[{"href":"https:\/\/autosmarts.co\/en\/wp-json\/wp\/v2\/types\/libraries"}],"version-history":[{"count":3,"href":"https:\/\/autosmarts.co\/en\/wp-json\/wp\/v2\/libraries\/788\/revisions"}],"predecessor-version":[{"id":1274,"href":"https:\/\/autosmarts.co\/en\/wp-json\/wp\/v2\/libraries\/788\/revisions\/1274"}],"wp:attachment":[{"href":"https:\/\/autosmarts.co\/en\/wp-json\/wp\/v2\/media?parent=788"}],"wp:term":[{"taxonomy":"industry_tag","embeddable":true,"href":"https:\/\/autosmarts.co\/en\/wp-json\/wp\/v2\/industry_tag?post=788"},{"taxonomy":"checklist_topic","embeddable":true,"href":"https:\/\/autosmarts.co\/en\/wp-json\/wp\/v2\/checklist_topic?post=788"},{"taxonomy":"checklist_market","embeddable":true,"href":"https:\/\/autosmarts.co\/en\/wp-json\/wp\/v2\/checklist_market?post=788"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}