Section Types
Lens organises the full service lifecycle into 15 audit sections plus a Synthesis roll-up. Each section covers a specific part of the service operation. This page describes what each section looks for and what it produces.
Sections are grouped into five phases.
Acquire phase
These sections cover how the dealership attracts and converts service customers.
Engagement Profile & Objective
The foundation of every audit. This section captures the dealership description, the presenting problem, and the key indicators that contextualise every finding.
What you provide: A free-form description of the dealership and why you were brought in. Lens extracts key indicators — bay count, technician count, monthly RO volume, currency, market — from your text.
What it produces: A structured dealership profile and a set of Key Indicators that feed the rest of the audit.
Online Presence & Service Discovery
Covers how easy it is for a prospective customer to find the dealership’s service operation online and assess its credibility.
What it looks for: Local search visibility and ranking relative to independent workshops; review platform rating and trend; response rate to reviews; online pricing or service menu availability.
High-impact findings it can surface: Poor local findability; weak or declining review rating; no pricing transparency.
Suggested documents: Google Business Profile screenshot, review platform exports, website service page screenshot, advertising spend reports.
Booking & Scheduling
Covers how customers book service appointments and whether the dealership’s booking channels are converting interest into confirmed appointments.
What it looks for: Call answer rate and abandonment rate; average hold time; online booking availability and effectiveness; capacity-aware scheduling practices.
High-impact findings it can surface: Missed and abandoned booking calls; no or weak online booking channel.
Suggested documents: Phone system call logs (volume, hold times, abandonment), online booking analytics, appointment schedule exports.
Engage phase
These sections cover the customer experience from appointment to job authorisation.
Appointment Confirmation & No-Shows
Covers whether booked appointments are confirmed in advance and whether no-shows are tracked and managed.
What it looks for: Confirmation and reminder process; no-show rate; pre-visit information captured to streamline check-in.
Suggested documents: Appointment log comparing booked vs shown, reminder system configuration.
Check-In & Write-Up
Covers the write-up process at the service counter — how quickly customers are served, how accurately work is captured, and how advisors open repair orders.
What it looks for: Average check-in time; write-up accuracy; advisor-to-RO ratio; use of standard repair descriptions.
Suggested documents: RO open timestamps, advisor performance reports.
Inspection & Estimate
Covers the multi-point inspection process and how effectively the dealership presents and prices additional work to the customer.
What it looks for: MPI completion rate; time from drop-off to estimate presented; estimate format and content; digital vs paper inspection processes.
High-impact findings it can surface: Low MPI completion rate; slow estimate cycle; weak presentation of additional work.
Suggested documents: MPI completion logs, estimate production timestamps, inspection report samples.
Estimate Approval & Declined Work
Covers what happens after the estimate is presented — approval rate, declined-service logging, and follow-up on declined work.
What it looks for: Declined-service capture rate; logging of declined work for future follow-up; recovery rate on previously declined work at next visit.
High-impact findings it can surface: Declined-service capture gap — work that was presented, declined, and never recovered. This is typically one of the largest findings in any service audit.
Suggested documents: Declined-service logs, deferred work reports, return-visit data.
Service phase
These sections cover the execution of the repair work itself.
Parts Availability & Allocation
Covers whether parts are available when needed and whether the parts-to-workshop workflow is efficient.
What it looks for: Parts fill rate on first request; special-order lead time; parts-related job delays; technician time lost waiting for parts.
Suggested documents: Parts fill rate reports, stock-out logs, special-order aging.
Repair Execution & Productivity
Covers how efficiently the workshop converts available hours into billed labour.
What it looks for: Sold hours per technician per day; available hours vs productive hours; technician utilisation rate; idle time causes; clocking practices.
High-impact findings it can surface: Productivity gap — unbilled technician hours. This measures the difference between hours available and hours billed, expressed as lost annual revenue.
Suggested documents: DMS technician productivity reports, sold hours by tech by day.
Quality & Comeback Control
Covers whether work is done right the first time and how comebacks are tracked and managed.
What it looks for: Comeback rate (vehicles returning within 30 days for the same issue); rework hours; quality check processes; root cause tracking on comebacks.
Suggested documents: Comeback logs, rework reports, PDI records.
Check-Out, Invoicing & Payment
Covers the end of the service visit — invoice accuracy, time to produce the invoice, payment processing, and customer pickup experience.
What it looks for: Invoice accuracy; time from job completion to customer notification; payment method mix; payment link usage; advisor-to-cashier handoff.
Suggested documents: Invoice production timestamps, payment reconciliation reports.
EV Readiness (cross-cutting)
Covers the dealership’s readiness to service electric and hybrid vehicles — a cross-cutting section that touches training, equipment, and process.
What it looks for: Certified EV technician count; EV-specific equipment (chargers, high-voltage safety gear); EV-specific service processes; percentage of EVs in local vehicle parc.
High-impact findings it can surface: EV certification gap — lost RO revenue as EV penetration grows and the dealership lacks the capacity to capture it.
Suggested documents: Training records, equipment inventory, local vehicle registration data.
Retain phase
These sections cover how the dealership builds customer loyalty after the service visit.
Follow-Up & Feedback
Covers what happens after the customer drives away — whether they are contacted, whether satisfaction is measured, and whether complaints are resolved.
What it looks for: Post-service outreach rate; customer satisfaction measurement; complaint resolution time; advisor ownership of follow-up.
Suggested documents: CSI reports, follow-up call logs.
Reminders & Next-Service
Covers whether the dealership proactively reminds customers to return and how effective those reminders are.
What it looks for: Reminder process (SMS, email, call); timing of reminders relative to next service due; return rate from reminder campaigns; appointment conversion rate from reminders.
Suggested documents: CRM campaign reports, reminder send vs return rate data.
Loyalty & Repurchase Bridge
Covers the long-term relationship between the service department and the sales department — whether service loyalty converts to vehicle repurchase.
What it looks for: Loyalty programme participation; advisor-to-sales referral process; recognition of long-term service customers at the point of vehicle purchase.
Suggested documents: Loyalty programme data, cross-department referral tracking.
Roll-Up phase
Synthesis, Roll-Up & Action Plan
The final stage. It assembles all findings from across the engagement into a complete picture.
What it shows: Roll-up metrics (service absorption, fixed coverage, dealer score, maturity index); Total Opportunity (de-duplicated, dealer-addressable); all findings as expandable cards sorted by impact; the 30/60/90-day action plan.
This stage is read-only — its content is assembled from the other stages. You can edit recommendations on individual findings from here.
The Short form covers a prioritised subset of the sections above — Online Presence, Booking, Inspection & Estimate, Estimate Approval, Repair Execution, Follow-Up, and Synthesis. If you need a section that was not included, switch to the Long form in a new engagement, or restore the section from the Section Rail if it was removed.