Templates › Surveys › SEO page

Run: Dealership CSI Survey Response Tracking Sheet

Track every returned OEM CSI survey in one place, from score classification to recovery follow-up and action ownership. Use it to spot detractors fast, prote...

Fill this out, get a PDF emailed to you. No account required. Want to run it with your team and track results? Sign up free →

Survey Identification & Attribution

Survey Return Date (required)

Date the OEM survey was received or posted to the dealer portal (MM/DD/YYYY)

OEM / Manufacturer Program (required)

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 (required)

Select the department this survey covers: Service (CSI) or Sales (SSI)

Assigned Advisor or Salesperson (required)

Full name of the service advisor or salesperson attributed to this survey response

Repair Order or Deal Number (required)

RO number (service) or deal/stock number (sales) linked to this customer visit

Customer Visit Date (required)

Date of the original service appointment or vehicle delivery (MM/DD/YYYY)

OEM Score & Satisfaction Ratings

Overall Satisfaction Score (OEM Scale) (required)

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) (required)

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 (required)

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 (required)

How well the advisor or salesperson communicated updates, timelines, and next steps. Rate 1 (Strongly Disagree) → 5 (Strongly Agree).

Score Classification (required)

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? (required)

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.

Get your results

Enter your email — we'll send you a PDF of your filled-out template, plus the occasional MangoScoop newsletter (templates, workflow tips, product updates). Unsubscribe anytime — link is in every email.

Email (required)

Your name (optional)

Generated with MangoApps Templates — browse 250+ free