Service Advisor CSI Follow-Up Call Log

Use it after a completed service visit, typically within 24 to 72 hours, when the customer still remembers the experience but before the OEM CSI survey is likely to land. That timing helps you capture fresh feedback and resolve small issues before they become survey complaints. It is most useful for repair orders that involve delays, repeat visits, comebacks, or any customer with a known service concern.

A service advisor, BDC agent, or designated customer experience owner can complete it, as long as they understand the repair order and can route issues quickly. The person making the call should be able to document the outcome, note any promised follow-up, and assign an owner for recovery. If your store uses multiple advisors, this template also helps standardize documentation across the team.

It helps prevent unresolved concerns from turning into low CSI scores, repeat complaints, or missed callbacks. By logging the contact result, satisfaction rating, and issue details in one place, the team can act before the customer completes the OEM survey. It also reduces the chance that a concern gets lost between the advisor, manager, and follow-up owner.

Most stores use this after every qualifying service visit, but you can narrow it to specific repair types, low-satisfaction risk visits, or customers flagged by the advisor. The template works well as a daily workflow for recent RO closures, with call timing adjusted to your store’s operating hours and customer preferences. If a customer requests a callback window, that should override the default cadence.

Yes. The template includes customer language preference so the call can be handled appropriately and routed to a bilingual team member if needed. For accessibility and fairness, the call script should also allow reasonable accommodation for customers who prefer text, voicemail, or a different contact method. Keep the fields focused on what you will actually use and avoid collecting unnecessary PII.

Document the contact result, whether a callback was requested, and the preferred callback window if one is known. If voicemail is left, note that in the outcome and capture any promised next step. This keeps the audit trail clear and prevents repeated, untargeted outreach that can frustrate the customer.

An ad-hoc note usually captures only the conversation itself, while this template standardizes the fields needed to manage satisfaction, recovery, and CSI risk. That structure makes it easier to compare calls across advisors, identify recurring issue categories, and assign follow-up ownership. It also reduces missed details like callback windows, survey risk, or whether the customer said they would return.

Yes. You can add conditional logic for issue categories, required follow-up actions, or survey-intercept flags, and connect the log to your CRM, DMS, or task system. Many teams also add a status field for open versus closed recovery so managers can review the queue at a glance. Keep the form lean so it remains usable during a live call.