Would you like an assessment of how well your after-sales service is positioned today? Answer a few simple questions—completely independent of your industry. All responses are anonymous and intended solely for you – we cannot see them.
The result is displayed as a “radar” diagram. This way, you can immediately identify areas with potential for improvement, and I will provide you with a few basic action recommendations.
By the way: If you’re not sure, simply leave out the questions. Answers can easily be deleted with a double-click.
Organization (8)
New Sales and Service are completely separated organizationally.
Strongly Disagree
Strongly Agree
Spare parts and services are sold exclusively by the service department.
Strongly Disagree
Strongly Agree
Within the service department, there is an independent, proactive sales function for service products.
Strongly Disagree
Strongly Agree
Customer responsibility in the aftermarket lies entirely with the service department.
Strongly Disagree
Strongly Agree
The service manager has divided his area into teams, each with its own team leader.
Strongly Disagree
Strongly agree
The service manager is well-recognized within the company and makes independent decisions.
Strongly Disagree
Strongly Agree
The service department alone determines the pricing of spare parts and services.
Strongly Disagree
Strongly Agree
The service department alone decides on warranty and goodwill.
Strongly Dosagree
Strongly Agree
Experience and Motivation (9)
The responsible service manager has sufficient experience to run their area professionally
and profitably.
Strongly Disagree
Strongly Agree
All team leaders have sufficient experience to run their respective areas professionally.
Strongly Disagree
Strongly Agree
The responsible service manager and his team leaders work together in a trusting manner.
Strongly Disagree
Strongly Disagree
Among the service engineers, there is a sufficient number of employees who can also solve
complex customer problems without a second visit.
Strongly Disagree
Strongly Agree
The experienced service employees gladly share their experience with new colleagues without
being haughty or arrogant.
Strongly Disagree
Strongly Agree
The service technicians are motivated and feel adequately supported by the internal support
team when difficulties arise.
Strongly Disagree
Strongly Agree
The dispatchers are experienced and plan the visits in close coordination with customers
and service engineers.
Strongly Disagree
Strongly Agree
There are employees in the internal service support who have sufficient experience with all
administrative tasks and perform them competently.
Strongly Disagree
Strongly Agree
Both among the service engineers and in the internal service support, the capacity is
essentially sufficient to fulfill all tasks.
Strongly Disagree
Strongly Agree
Prices(5)
We are aware that no one can deliver services to the installed base at our level.
Consequently, our prices are significantly higher than those charged by your typical local
craftsman.
Strongly Disagree
Strongly Agree
The service prices are increased every year at the same time, and the increase exceeds the
rise in costs.
Strongly Disagree
Strongly Agree
The prices of the purchased parts are significantly higher than those charged by the parts
supplier, even though our customer could buy them directly.
Strongly Disagree
Strongly Agree
The spare parts prices are increased annually at the same time, and the increase exceeds
the rise in costs.
Strongly Disagree
Strongly Agree
In-house manufactured spare parts have significantly higher markup factors compared to
purchased parts.
Strongly Disagree
Strongly Agree
Business Processes (8)
Spare parts are uniquely identified by an article number.
Strongly Disagree
Strongly Agree
Spare parts are shipped to customers no later than 24 hours after the order is received.
Strongly Disagree
Strongly Agree
The inventory levels are always accurate and transparent. Inventory discrepancies are
negligible.
Strongly Disagree
Strongly Agree
The work reports of the service engineers contain the correct quantities and item
numbers.
Strongly Disagree
Strongly Agree
For urgent troubleshooting visits, a competent service engineer can be on-site no later
than 48 hours.
Strongly Disagree
Strongly Agree
For less urgent visits, the customer receives a confirmed appointment within no more than 8
hours.
Strongly Disagree
Strongly Agree
Invoices are issued no later than 48 hours after the service is provided.
Strongly Disagree
Strongly Agree
There are clear processes and responsibilities for maintaining the installed base, managing
pricing, and tracking quality.
Strongly Disagree
Strongly Agree
Service Products (6)
There is a binding spare parts price list that covers at least 98% of the items sold.
Strongly Disagree
Strongly Agree
There is a binding price list for all offered services.
Strongly Disagree
Strongly Agree
There is a wide range of additional services (e.g., preventive maintenance, upgrades, or
customer training).
Strongly Disagree
Strongly Agree
All offered services are clearly described, and standardized contract documents are
available.
Strongly Disagree
Strongly Agree
All employees in customer contact are sufficiently knowledgeable about the offered services
to confidently recommend them.
Strongly Disagree
Strongly Agree
There are marketing materials that make the offered services known in the market.
Strongly Disagree
Strongly Agree
Productivity (2)
The service technicians have productive times (time spent on customer orders) of at least
80%.
Strongly Disagree
Strongly Agree
The percentage of customer visits required due to incomplete work during the previous visit
is capped at a maximum of 2%.
Strongly Disagree
Strongly Agree
Service Sales (5)
Service products are proactively communicated and offered.
Strongly Disagree
Strongly Agree
Every offer is systematically tracked until it is either accepted or rejected.
Strongly Disagree
Strongly Agree
Before major repairs, customers are informed about the scope and price, and possible
alternatives are discussed.
Strongly Disagree
Strongly Agree
We know our potential competitors in service sufficiently well (prices, reliability, and
products).
Strongly Disagree
Strongly Agree
There are specialized personnel in Service Sales who visit key customers to proactively
present the service product range.
Strongly Disagree
Strongly Agree
Spare Parts Margin (1)
The average Margin I on spare parts, modernizations, and upgrades is:
Delete entire selection.
my Tip
Would you like to read some initial recommendations? Then simply click on an aspect of your service
business in the radar chart (e.g., “Organization” or “Prices”).
Naturally, this can only serve as a rough guide, but I hope it still helps.