Field and Service Operations
Customer satisfaction tracking for automotive, service and maintenance businesses
In automotive, the service experience takes shape after the vehicle is handed back. A dissatisfied customer often does not say so; they simply do not come back for the next service. Comvo measures the service experience on the day the vehicle is handed back, links the response to the work order number and passes negative experiences to the service manager before the next service visit.
Key challenges in the industry
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Silent churn after service
A dissatisfied customer has the next service done at another workshop.
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Advisor-dependent experience
The service advisor's communication determines the experience.
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Promised handover time
Late handover is one of the most common causes of complaints.
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Distributor and dealer network
The brand wants to track dealers' experience standards with common criteria.
Touchpoints to measure
You can create a separate survey for each touchpoint. You decide the questions, scales and question types (star, score, recommendation, choice, open-ended comment) and deliver them at the right moment by QR code, SMS or email.
- Showroom and sales
- Test drive
- Service reception
- Repair and maintenance
- Vehicle handover
- Warranty and roadside assistance
Sample survey
Customers answer the survey on their phone without installing an app. Each question opens on its own screen, and a follow-up question about the reason appears automatically after a low score. You can define all questions and steps as you wish and customize the design to match your corporate identity.
- 1-5 (CSAT)Customer satisfaction (CSAT), 1-5: 1 is the lowest and 5 the highest satisfaction.
- Yes / NoSingle-choice question; the selected answer can be used as a condition in rules.
- 1-51-5 rating scale; a low score indicates a negative experience and can become a case depending on your rules.
- 0-10 (NPS)Net Promoter Score (NPS), 0-10: 9-10 promoters, 7-8 passives, 0-6 detractors. The score is calculated by subtracting the share of detractors from the share of promoters.
Questions, scales and conditional logic are tailored to your business. Responses in the preview are not sent anywhere.
How Does It Work?
- 1 Your service system sends the event via API when the vehicle is handed back.
- 2 Two hours later, the customer receives a survey by SMS; the response is matched with the work order number and the advisor.
- 3 A low score is assigned to the service manager as a case, and the customer is called the same day.
- 4 The action taken is recorded with a closing code, and the customer receives a resolution satisfaction survey.
- 5 The brand compares dealers and service points with the same criteria.
Sample alert rules
- For service, the rule threshold is set to 6: if NPS is 6 or lower, a case is assigned to the service manager with a 24-hour resolution time and critical priority.
- A "No" answer to "Was your vehicle handed back at the promised time?" goes to the workshop foreman.
- If the 24-hour deadline expires, the case is escalated to the dealer's general manager.
In these examples, a low score means 2 or below on a 1-5 scale, 6 or below on the 0-10 recommendation score and 1-3 stars in online reviews. You set the thresholds and resolution times.
Metrics to track
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NPS by advisor
You see the impact of service advisors.
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On-time handover
You track the share of vehicles handed back on time.
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Dealer comparison
You rank dealers and service points broken down by region.
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Resolution satisfaction
You measure how often customers confirm the resolution of handled cases.
Key modules
- Distribution QR, email, SMS and automatic post-transaction sending Learn More
- Alert Rules Automatic rules that catch critical experiences Learn More
- Case Management Negative experiences become cases tracked to resolution Learn More
- Reports Satisfaction (CSAT), recommendation (NPS) and effort (CES) scores Learn More
Related guides
- Measurement What Is NPS and How Is It Calculated? Net Promoter Score (NPS) measures how likely customers are to recommend you. How to ask the question, calculate the score and interpret results, with an example.
- Process What Is Closed-Loop Feedback and How Do You Set It Up? Closed-loop feedback ensures customers with a negative experience are followed up and the issue is fixed at its source. Inner and outer loop, steps and metrics.
- Measurement The Difference Between NPS, CSAT and CES NPS measures loyalty, CSAT momentary satisfaction and CES process ease. How the three differ, which to ask at each touchpoint and how to use them together.
Frequently asked questions
How does it connect to our service software?
The vehicle handover event is sent via REST API, and the survey goes out automatically after the defined delay. Case events can be delivered to your system via webhook.
Do dealers see each other's results?
No. Each dealer sees its own results; the distributor or brand compares the entire network.
Can the sales experience be measured too?
Yes. Separate surveys can be defined after vehicle delivery and test drives.
Let us map out a scenario for your industry together.
Share your dealer and service structure and the points where you interact with your customers, and we will prepare a suitable survey and rule set for you in a demo environment.