After-Sales Service Feedback (CSI)

The short customer survey after every workshop or service visit: overall impression, seven service aspects, fixed on the first visit, invoice, recommendation and callback request – continuously per outlet and region.

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After-Sales Service Feedback (CSI) – questionnaire preview

The workshop visit is the moment a customer really experiences the brand, and the moment dealer networks lose most often. This template is the continuous measurement for it: short enough for the trip home from the service outlet, with the seven aspects that carry the Customer Satisfaction Index and the two questions that explain most in a network comparison: was the issue fixed on the first visit, and did the invoice match the estimate? The link goes on the invoice as a QR code or out as an invitation from the fieldwork module; a URL parameter per outlet turns the location into an analysis dimension. The callback request at the end is deliberately optional, so the survey stays anonymous as long as the customer wants.

When should you use this template?

This template is a great fit for:

  • As a continuous survey with a QR code on the invoice or service booklet
  • As an invitation one or two days after the appointment from the outlet's contact list
  • As a network comparison for manufacturers and importers, with one parameter per outlet
  • As an early-warning system for outlets whose fixed-first-time rate is falling

Every question in this template

  1. 1

    What was the reason for your visit? *

    Single choice
    • Inspection or maintenance
    • Repair
    • Tyre or seasonal change
    • Warranty or recall
    • Accident repair
  2. 2

    What was your overall impression of the visit? *

    Emoji scale
    • 😡Very poor
    • 🙁Poor
    • 😐Okay
    • 🙂Good
    • 😍Excellent
  3. 3

    How would you rate the following?

    Matrix
    Very poorPoorOkayGoodVery good
    Booking the appointment
    Friendliness of the service advisor
    Explanation of work and costs
    Keeping the promised time
    Quality of the work carried out
  4. 4

    Was your issue fully resolved on the first visit? *

    Single choice
    • Yes
    • No, a follow-up appointment is needed
    • I do not know yet
  5. 5

    Did the invoice match the estimate?

    Single choice
    • Yes
    • It was higher, and I was told beforehand
    • It was higher, without warning
    • There was no estimate
  6. 6

    How likely are you to recommend our workshop? *

    NPS (0–10)
  7. 7

    What could we have done better?

    Long text
  8. 8

    I would like the service outlet to contact me about my issue and agree that my contact details are stored for this purpose.

    Consent
    Agreement required
  9. 9

    Your contact details for the callback (optional)

    Contact details
    • Name
    • Phone
    • Email

From questionnaire to dashboard

The questionnaire produces the continuous service monitor:

  • CSI and fixed-first-time rate over time: Both metrics as a weekly or monthly line per outlet. A drop shows up before it reaches the revenue figures.
  • Outlets compared: Seven service aspects against every outlet in the region as a heatmap, with significance markers where the difference holds.
  • Workshop NPS: The Net Promoter Score with promoters, passives and detractors, filterable by reason for the visit.

Go deeper

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Frequently asked questions

How does the outlet reach a customer who wants a callback?
Through the contact question at the end, which is only completed with consent. The contact details are in the dataset and can be exported as a list per outlet or shown only to the outlet concerned via an access profile. There is currently no automatic notification per response; a daily look at the filtered dataset is the routine.
Can we show outlets their results without giving them the raw data?
Yes. An access profile per outlet shows the dashboard pre-filtered to that location, with no access to other outlets or to the dataset. Alternatively you send a monthly PowerPoint report per outlet from the same template.

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