Dealership CSI Survey Response Tracking Sheet

Tracks every returned OEM customer satisfaction index (CSI) survey by service advisor or salesperson, flags detractor scores, and ensures an action plan is assigned for any score that threatens manufacturer ranking.

Survey Identification & Attribution

• Survey Return Date
  Date the OEM survey was received or posted to the dealer portal (MM/DD/YYYY)
• OEM / Manufacturer Program
  Which OEM satisfaction program does this survey belong to? (e.g., Ford CEM, GM SSI/CSI, Toyota GSS, Honda HSS, Stellantis, Hyundai, Kia, Subaru, BMW, Mercedes-Benz)
• Survey Type
  Select the department this survey covers: Service (CSI) or Sales (SSI)
• Assigned Advisor or Salesperson
  Full name of the service advisor or salesperson attributed to this survey response
• Repair Order or Deal Number
  RO number (service) or deal/stock number (sales) linked to this customer visit
• Customer Visit Date
  Date of the original service appointment or vehicle delivery (MM/DD/YYYY)

OEM Score & Satisfaction Ratings

• Overall Satisfaction Score (OEM Scale)
  Enter the customer's overall satisfaction rating as reported by the OEM. Rate 1 (Highly Dissatisfied) → 5 (Highly Satisfied). Scores of 1–3 are detractors and trigger a mandatory action plan.
• Likelihood to Recommend (eNPS Proxy)
  Customer's likelihood to recommend this dealership. Rate 1 (Strongly Unlikely) → 5 (Strongly Likely). Scores ≤3 indicate a detractor or passive requiring follow-up.
• Advisor / Salesperson Effectiveness Rating
  Customer's rating of the specific advisor or salesperson who handled their visit. Rate 1 (Poor) → 5 (Excellent).
• Facility & Environment Rating
  Customer's rating of the dealership facility, cleanliness, and waiting area. Rate 1 (Poor) → 5 (Excellent).
• Communication & Follow-Through Rating
  How well the advisor or salesperson communicated updates, timelines, and next steps. Rate 1 (Strongly Disagree) → 5 (Strongly Agree).
• Score Classification
  Based on the Overall Satisfaction Score, classify this respondent: Promoter (5), Passive (4), Detractor (1–3). Detractor status locks the Action Plan section as required.

Verbatim Customer Comments

• Positive Verbatim Comments
  Copy any positive verbatim text from the OEM survey exactly as submitted by the customer. Use for recognition and coaching.
• Negative or Concern Verbatim Comments
  Copy any negative or concern-related verbatim text from the OEM survey. Required if Score Classification = Detractor.
• Root Cause Category
  Categorize the primary driver of dissatisfaction (if detractor): Wait Time, Communication Failure, Repair Quality, Pricing Dispute, Facility Issue, Staff Attitude, Vehicle Delivery Issue, Other

Detractor Action Plan

• Was the Customer Contacted for Recovery?
  Indicate whether a manager or BDC representative has contacted the customer to acknowledge their experience. Required for all detractor scores.
• Recovery Contact Date
  Date the recovery outreach was completed (MM/DD/YYYY). Complete if customer was contacted.
• Recovery Outcome Summary
  Summarize the outcome of the recovery call or visit: Was the issue resolved? Did the customer agree to update their survey? What was offered or promised?
• Corrective Action Assigned to Advisor / Salesperson
  Document the specific coaching, training, or process correction assigned to the advisor or salesperson as a result of this detractor score. Required if Overall Satisfaction Score ≤ 3.
• Action Plan Owner
  Name of the manager (Service Manager, Sales Manager, or Dealer Principal) responsible for executing and verifying the corrective action plan.
• Action Plan Due Date
  Target completion date for all corrective actions (MM/DD/YYYY). Recommended within 5 business days of survey receipt.
• Action Plan Status
  Current status of the corrective action plan: Open, In Progress, Completed, Escalated to Dealer Principal

Internal Review & Trend Notes

• Is This Advisor's / Salesperson's Second Detractor This Month?
  Flag if this is a repeat detractor pattern for the same employee within the current survey period. Repeat patterns require escalation per most OEM dealer agreements.
• Impact on OEM Ranking Period
  Does this survey fall within the current OEM CSI measurement window that affects dealer incentive eligibility or certification? Yes / No / Unknown
• Reviewed in Team Meeting?
  Was this survey response discussed in the weekly CSI / service or sales team meeting? Yes / No / Pending
• Manager Notes & Additional Context
  Any additional context, mitigating factors, or follow-up notes the reviewing manager wants to document for this survey record.
• Anything Else to Document?
  Open field for any other observations, customer commitments, or process improvement ideas surfaced by this survey response.