In recent years, after-sales service has become a key driver of competitiveness, especially for premium brands that aim to deliver a seamless “end-to-end” customer care experience beyond the point of sale. In industries where products circulate through reverse logistics for returns and repairs, service quality is shaped not only by technical outcomes but also by the customer journey: ease of contact, clarity of communication and confidence that the issue has been fully resolved. In this context, particular attention is required for situations in which a customer needs to access the repair service again shortly after a previous intervention, as these events typically increase customer effort and can undermine trust in the brand’s promise of reliability.