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Arataki · diagnostic

Twenty questions. One operator read.

Score the dealership across service conversion, workshop capacity, customer retention, lead response, F&I, and compliance.

1. When a customer is in for service, can your sales floor see they are here?
2. Do you have a process for identifying customers in the 3-5 year trade-up window?
3. How often does a service customer leave with a quote for their next car?
4. Do you track service-to-sales conversion as a metric?
5. What share of workshop time goes to declined work follow-up?
6. Do you have visibility into loan car fleet utilisation across rooftops?
7. When a job is declined, what happens to it?
8. How do you allocate workshop bays across appointment and walk-in demand?
9. What share of your new-car customers return for first service?
10. How do you track customers who have not had a service in 18+ months?
11. Do you have a structured re-engagement process for lapsed customers?
12. When a finance term matures, who reaches out to the customer?
13. What is your typical response time to a new sales enquiry?
14. After-hours enquiries: what happens to them?
15. Do you have visibility into lead source performance?
16. When a lead does not convert, what is the follow-up cadence?
17. Are your CCCFA disclosures generated by a system or written by hand?
18. How do you track finance maturity dates across your customer base?
19. When a vehicle is listed for sale, who checks Fair Trading Act compliance?
20. What share of your F&I product attach rate are you tracking?