POST-DELIVERY SURVEY · PDS-2026-0094 · D-26210 · FATIMA AL SUWAIDI · DAY 7 POST-DELIVERY
PD
Post-delivery survey NPS 9 / 10
Day-7 post-delivery feedback from Fatima Al Suwaidi · Lexus LX600 2024 · delivered 22 May at Yas Mall. NPS 9 · category satisfaction breakdown below. This is a CRM follow-up surface · NOT a customer portal · no bulk campaign automation. If issue requires workshop attention, Sales surfaces a boundary note only · does NOT auto-create a Garage job.
NPS score
9/10
Promoter band
Satisfaction
4.6/5
Across 5 categories
Post-sale day
7
Auto-surveyed at 48h + 7d
Open issue
1
Minor scuff · interior trim
Follow-up owner
K. Ahmed
Due Mon 1 Jun · 5 days
Satisfaction by category5 categories · individual scores · 4.6 average
4.6 avg
Delivery experience
5.0/5
Excellent
Vehicle condition at delivery
4.0/5
Minor issue
Document pack clarity
5.0/5
Excellent
Sales executive (K. Ahmed)
5.0/5
Excellent
Payment process (Accounts)
4.0/5
Good
Customer feedback noteverbatim · captured 1-to-1 · 29 May 14:08
"Khalid was excellent · explained everything clearly and made the handover smooth · I'd recommend him to friends. The car is beautiful but I noticed a small scuff on the interior dashboard trim that we missed at handover · can someone follow up on this when convenient · no rush. Document pack on WhatsApp was very helpful · easy to find everything."
Promoter sentiment
1 actionable issue · trim scuff
Verbatim · no edits
Open follow-up issue1 issue · category: vehicle condition
Open
I-2026-0094-01 · Minor interior trim scuff
Customer noted scuff on dashboard interior trim post-delivery · likely missed during PDI · cosmetic only · non-urgent · customer happy to schedule at convenience.
Vehicle conditionCosmeticNon-urgent
Workshop follow-up boundary note. If repair is needed, Sales flags this issue and routes the customer-side communication. This Sales surface does NOT auto-create a Garage / Workshop job. Workshop appointment booking and repair workflow live in the Garage module · outside Sales & CRM. The dealership Service Advisor will pick this up and reply through the customer's 1-to-1 channel.
Survey schedule2 TOUCHPOINTS · 1-TO-1
On track
Touch 1 · 48h
Sent + replied · 24 May
Touch 2 · 7d (current)
Submitted · 29 May 14:08
Touch 3 · 90d
Scheduled · auto on 20 Aug
Channel
WhatsApp 1-to-1 · no bulk · no campaign
Survey is CRM follow-up only · no customer portal account · no bulk campaign automation · no marketing automation.
NPS bandSCORE 9 · PROMOTER
Detractor (0-6)
—
Passive (7-8)
—
Promoter (9-10) ✓
This customer
Promoter customers eligible for one-to-one referral request at touch 3 · no automated marketing message.
Survey boundaries
- CRM follow-up only · not a customer portal account
- 1-to-1 channel · no bulk · no campaign automation
- If issue requires workshop · boundary note only · no auto Garage job
- If feedback impacts payment / refund · Accounts handles · not Sales
- Verbatim feedback never edited · audit-anchored
Data rules6
- Survey is CRM follow-up only · not a customer portal account
- One-to-one channel only · no bulk · no campaign automation · no marketing automation
- If issue requires workshop · boundary note only · NO auto Garage job
- If feedback impacts payment / refund · Accounts handles · not Sales
- Verbatim feedback never edited · audit-anchored · readable forever
- Promoter referral request at touch 3 is one-to-one · never automated