Lakewood Family Auto • Domestic Franchise • Rolling 90-Day CSI vs OEM Threshold
| Customer | Issue Date | Touchpoint | Score | Primary Issue | Days Open | Owner | Status |
|---|---|---|---|---|---|---|---|
| Martinez, J. | Jan 14 | Service | 1 | Wait time 105 min | 3 | K. Sanders | Open |
| Thompson, R. | Jan 13 | Service | 2 | Parts delay (3rd visit) | 4 | M. Chen | In Contact |
| Lee, S. | Jan 12 | Sales | 5 | Trade value dispute | 5 | J. Rivera | In Contact |
| Garcia, M. | Jan 12 | Service | 1 | Recall repair incomplete | 5 | K. Sanders | Open |
| Patel, A. | Jan 11 | Service | 4 | Wait time 92 min | 6 | M. Chen | Resolved |
| Wilson, D. | Jan 10 | Sales | 6 | Finance rate expectations | 7 | J. Rivera | Resolved |
| Brown, K. | Jan 9 | Service | 2 | Shuttle not available | 8 | K. Sanders | In Contact |
| Davis, T. | Jan 8 | Service | 5 | Pricing discrepancy | 9 | M. Chen | Resolved |
| Nguyen, L. | Jan 7 | Sales | 4 | Feature not as described | 10 | J. Rivera | Resolved |
| Anderson, C. | Jan 7 | Service | 1 | Repeat issue (4th visit) | 10 | K. Sanders | Escalated |
| Miller, P. | Jan 6 | Service | 3 | Communication gap | 11 | M. Chen | Resolved |
| Johnson, E. | Jan 5 | Sales | 5 | Delivery timeline missed | 12 | J. Rivera | Resolved |
| Rodriguez, F. | Jan 4 | Service | 4 | Courtesy inspection not done | 13 | K. Sanders | Resolved |
| White, H. | Jan 3 | Service | 2 | Wait time 118 min | 14 | M. Chen | Resolved |
| Taylor, G. | Jan 2 | Sales | 6 | Accessory install delay | 15 | J. Rivera | Resolved |
| Harris, N. | Dec 30 | Service | 5 | Loaner unavailable | 18 | K. Sanders | Resolved |