Annual Audit Service Partner V2.0 - EN - Test

Name Service Partner

• Region

  Select
• Location
  Address

• Carried out on

  Date

• Prepared by

• Is it possible to repair or analyse the appliance in an in-house workshop for extremely elaborate cases or for long-term tests?

  Yes

  No

• Is the workshop equipped with the needed tools according to the serviceguidline?

  Select Temperature reading tool Power reading tool Lifting platform Pallet truck

  • Temperature reading tool
  • Power reading tool
  • Lifting platform
  • Pallet truck

• Is it possible to provide the customer with a loaner appliance (in case deadlines cannot be met, for long-term testing, etc.)?

  Yes

  No

• How many loaner appliances are available (Refrigerator)?

• How many loaner appliances are available (freezers)?

• How many loaner appliances are available (combinations)?

• Are the loaner appliances provided for free?

  Yes

  No

• Will the loaner appliances be cleaned?

  Yes

  No

• Is a service vehicle available for your service technicians?

  Yes

  No

• > Does your service vehicle have?

  Select Up to date Liebherr Logo Large enough to transport appliances Tools recommended in the CI leaflet Common Spare Parts

  • Up to date Liebherr Logo
  • Large enough to transport appliances
  • Tools recommended in the CI leaflet
  • Common Spare Parts

• Are official Liebherr logos attached to the service vehicles?

  Yes

  No

• Are racking and storage systems available in the service vehicles?

  Yes

  No

• Are the spare parts sufficiently supplied in the service vehicles? (Functional parts = sensor kits, fans, electronics, etc. / Accessories = Carbon filter version, stainless steel cleaner, etc.)

  Yes

  No

• Yes

  No

• Are your technicians / service partners equipped with digital service solutions from LH? If yes, which ones (service app, AppAnda)

  Yes

  No

• Which ones?

  Select Service App AppAnda

  • Service App
  • AppAnda

• Are the technicians equipped according to the Service Guidline?

  Yes

  No

• Does the Service Partner have an official Internet presence? (If "Yes", please enter the official internet address as free text)

  Yes

  No

• Service hotline number written on the Internet address? (If "Yes", please enter the number as free text)

  Yes

  No

• Service E-mail address written on the Internet address? (If "Yes", please enter the address as free text)

  Yes

  No

• Opening hours written on the Internet address? (If "Yes" please enter the opening hours as free text)

  Yes

  No

• Contact form on the homepage available?

  Yes

  No

• Is there an offer for an online repair appointment?

  Yes

  No

• Are the CI directives met if Liebherr-specific contents (e.g. brand logos, etc.) are used on the website?

  Yes

  No

• Can the customer submit an online repair request directly with specific information about the nameplate, purchase date and error profile?

  Yes

  No

• Is the service partner active on social media?

  Yes

  No

• On which social media platforms?

  Select Facebook Instagram LinkedIn Telegram TikTok WeChat Whatsapp X (Twitter)

  • Facebook
  • Instagram
  • LinkedIn
  • Telegram
  • TikTok
  • WeChat
  • Whatsapp
  • X (Twitter)

• Does monitoring take place on these social media channels when a customer complains online?

  Yes

  No

• 1. What contact options are available for the customer?

  Select By Telephone By Messenger By E-Mail By Chat By Chat-Bot By Twitter By Facebook By LinkedIn

  • By Telephone
  • By Messenger
  • By E-Mail
  • By Chat
  • By Chat-Bot
  • By Twitter
  • By Facebook
  • By LinkedIn

• 2. Do you ensure that the most important contents of the contacts are documented in a structured manner? (e.g. reason, solution, measure)

  Yes

  No

• 3. How many hours can the customer reach the service partners on weekdays

  Select 1 2 3 4 5 6 7 8 9 10 11 12 12 13 14 15 16 17 18 19 20 22 23 24

  • 1
  • 2
  • 3
  • 4
  • 5
  • 6
  • 7
  • 8
  • 9
  • 10
  • 11
  • 12
  • 12
  • 13
  • 14
  • 15
  • 16
  • 17
  • 18
  • 19
  • 20
  • 22
  • 23
  • 24

Not enough hours!

• Less than the minimum required hours that we require in our guidelines

• > Will this be changed in the future

  Yes

  No

Not enough hours!

• Less than the minimum required hours that we require in our guidelines

• > Will this be changed in the future

  Yes

  No

Not enough hours!

• Less than the minimum required hours that we require in our guidelines

• > Will this be changed in the future

  Yes

  No

Not enough hours!

• Less than the minimum required hours that we require in our guidelines

• > Will this be changed in the future

  Yes

  No

Not enough hours!

• Less than the minimum required hours that we require in our guidelines

• > Will this be changed in the future

  Yes

  No

• 4. How many hours can the customer reach the service partners on saturdays

• How many hours can the customer reach the service partners on sundays

  0-12 hours

  12-24 hours

• Has an automatic announcement been set up in case the customer calls outside business hours?

  Yes

  No

• Is a substitute rule in place to cover holidays and illnesses?

  Yes

  No

• In the event that the call center is closed on weekends and public holidays. Has an emergency service been set up for urgent service and repair cases?

  Yes

  No

• What types of contact are there to generate a repair order?

  Select By Telephone By E-Mail By Fax Online Forms Messenger Services

  • By Telephone
  • By E-Mail
  • By Fax
  • Online Forms
  • Messenger Services

• Service form: For each service performed, a service form must be fulfilled by the service technician and signed by the customer after the repair. Has such a form already been created?

  Yes

  No

• how is the data recorded?

  In writing

  Electronically

• Does the form include information about the customer's contact details?

  Yes

  No

• Does the form include information about the customer's e-mail adress?

  Yes

  No

• Does the form include information about the date of purchase?

  Yes

  No

• Does the form include information about the date of the customer's first contact?

• Does the form include information on the date of completion?

  Yes

  No

• Does the form include information about appliance inside or outside the warranty?

  Yes

  No

• Does the form include information about appliance serial number?

  Yes

  No

• Does the form include information about appliance model?

  Yes

  No

• Does the form include information about the error description?

  Yes

  No

• Does the form include information about the repair description? (clear text with additional information)

  Yes

  No

• Does the form include information about calculation information (such as travelling time and working time)?

  Yes

  No

• Does the form include information about whether or not a re-visit is required?

  Yes

  No

• Does the form have a field for the customer's signature?

  Yes

  No

• Does the form include information about the repair duration?

  Yes

  No

• Does the form have a field for the Liebherr fault code?

  Yes

  No

• Is a different fault key used?

  Yes

  No

• How does the respective person (e.g. technician,customer, installer etc.) record transport damage?

  Select Via a special transport damage form Via the service assignment form each technician transfers this information in their own way

  • Via a special transport damage form
  • Via the service assignment form
  • each technician transfers this information in their own way

• Claim handling: How are service jobs forwarded to the respective technician for processing?

  Select By Telephone / personal contact By E-Mail By Fax Online via own Service Portal

  • By Telephone / personal contact
  • By E-Mail
  • By Fax
  • Online via own Service Portal

• Claim handling: Do you have an IT-Software to create repair orders?

  Yes

  No

• What is the software system called?

• Are customer satisfaction surveys performed after repair work has been completed?

  Yes

  No

• How is this carried out?

  Select via Post via E-Mail via Telephone

  • via Post
  • via E-Mail
  • via Telephone

• Is the content of the survey based on the Service Guideline?

  Yes

  No

• Which of the recommended points is part of the survey?

  Select Friendliness Accessibility Adherence to deadlines Flexibility Repair duration Manner and appearance Qualification and competence Effectiveness and efficiency Recommendation to others

  • Friendliness
  • Accessibility
  • Adherence to deadlines
  • Flexibility
  • Repair duration
  • Manner and appearance
  • Qualification and competence
  • Effectiveness and efficiency
  • Recommendation to others

• How often is the data evaluated?

• Are there countermeasures in the event of a bad result?

  Yes

  No

• Is it possible to evaluate the processed Service orders in terms of response time (time between acceptance of the order and the initial contact with the customer)?

  Yes

  No

• What is the current response time?

• Are there countermeasures if the target value is not reached?

  Yes

  No

• Is it possible to evaluate the processed Service orders in terms of completion time (time between acceptance of the order and the successful completion of the repair)?

  Yes

  No

• If yes, what is the current completion time?

• Are there countermeasures if the target value is not reached?

  Yes

  No

• Repair invoices in warranty: How often are the repair invoices in warranty settled with the Service Provider (credit note, invoice settlement, etc.)?

• Has a customer service manager been appointed to monitor, analyze and take responsibility for all customer service activities?

  Yes

  No

• Do the service partner's technicians regularly participate in official training from the service provider?

  Yes

  No

• How many trainers / service technicians were trained last year?

• Trainings recived from Liebherr last year?

• Technicians trained by the Service Provider last year?

• How many official Liebherr training events were organized?

• Is there a central overview list of which technician has participated in which training session offered by the importer and when they took part?

  Yes

  No

• How does the Service Partner order spare parts?

  LiParts

  FTP Server

  Mail / Fax

  other

• What is it called?

• Does the Service Partner have a spare parts warehouse?

  Yes

  No

• Is a software solution in place to ensure targeted stockpiling / stock planning and to query the current stock levels?

  Yes

  No

• Are the spare parts stored in labelled containers (to protect against dust and dirt as well as to ensure that they can be found quickly)?

  Yes

  No

• Do the warehouses meet the following criteria?

  Select Warehouse temperature between 5°C and 45°C Air humidity below 75% Protection against UV light and mechanical stress on the spare parts (vibrations, weight, etc.)

  • Warehouse temperature between 5°C and 45°C
  • Air humidity below 75%
  • Protection against UV light and mechanical stress on the spare parts (vibrations, weight, etc.)

• Has a warehouse manager been appointed who is responsible for the ongoing maintenance and analysis of safety stock and ordering of required parts?

  Yes

  No

• Does the service partner have several technicians?

  Yes

  No

• How many?

• Does the external service partner supply / provide the technicians with the following?

  Select Professional uniforms incl. printed/embroidered Liebherr Logo Safety shoes and matching plastic overshoes Liebherr work underlay mat Smartphone / Tablet

  • Professional uniforms incl. printed/embroidered Liebherr Logo
  • Safety shoes and matching plastic overshoes
  • Liebherr work underlay mat
  • Smartphone / Tablet

• Do the service partner technicians each have the following equipment:

  Select Vacuum pump Compressor testing equipment Refrigerant filling unit (with scale) Refrigerant Nitrogen cylinder Sound level meter several data loggers for temperature measurings several data loggers for air humidity measurings

  • Vacuum pump
  • Compressor testing equipment
  • Refrigerant filling unit (with scale)
  • Refrigerant
  • Nitrogen cylinder
  • Sound level meter
  • several data loggers for temperature measurings
  • several data loggers for air humidity measurings

• Which kind of Refrigerant?

  Select R600a R290 R134a R600

  • R600a
  • R290
  • R134a
  • R600

• What is the general condition of the service partner’s overall equipment (1 = Not so good 5 = Very good)

  5 = very good condition

  4 = good condition

  3 = normal condition

  2 = bad condition

  1 = very bad condition

• What is the completeness of the service partner's overall equipment? (1 = Not so good 5 = Very good)

  5 = complete

  4 = almost complete

  3 = sufficent complete

  2 = incomplete

  1 = very incomplete

• Are your technicians equipped with digital service solutions from LH?

  Yes

  No

• Which ones?

  Service App

  AppAnda