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Our Auto Service Customer Satisfaction Survey is a two-page, two-color paper questionnaire. Description follows below.
Purpose of this Questionnaire
Track satisfaction of automotive service department customers. Identify areas for improvement. Identify problems with particular service jobs for follow-up work with customers.
Who Would Benefit from Purchasing this Questionnaire?
Any auto dealer or auto service "garage" owner or manager who wishes to keep customers coming back and spreading positive word-of-mouth about the service department/"garage."
General Description of the Information Obtained by this Questionnaire
- Date auto was dropped off for service.
- Eleven general "attribute" ratings.
- Did the customer have to wait when he/she came to pick up the vehicle?
- Was there a waiting area?
- Four "waiting area" attributes
- Was everything fixed/serviced correctly?
- What was not fixed/serviced correctly?
- Was the service covered under a warranty?
- Was the service department contacted by the customer while the vehicle was being serviced?
- Was the person at the service department easy to reach?
- Type of work performed on the vehicle.
- Type of vehicle serviced.
- Recommendation probability.
- Respondent comments.
The Printing Process
We have a working relationship with a specialist in printing and direct mail. Once we have modified our questionnaire and cover letter to suit your business, our specialist will handle the printing and mailing. If you want to have the questionnaires mailed to you instead of to us, our printer will accommodate your need.
The questionnaire is three pages long. You have the choice of printing a separate cover letter, or printing the cover letter on the first page of a four-page fold-out (11 x 17) questionnaire.
The Questionnaire Distribution and Receipt Process
The questionnaire can either be mailed to all customers or to a random sample of service customers within three days of the date the vehicle is picked up by the customer. The mailing would be handled by your office. You might want to consider the random mailing method if you have so many service customers that the cost of mailing to all would be prohibitive. You might want to consider mailing questionnaires to everyone if your objectives include following-up with customers who are displeased with the service they received.
As an alternative to mailing, you can hand each customer a questionnaire at the time the vehicle is picked up. However, this runs the risk of not everyone receiving a questionnaire. This could be especially problematic if some employees decide to "pick and choose" which customers receive questionnaires.
The Analysis Process
We will collect completed questionnaires until whatever time cut-off you specify. We will enter all data and provide a report summarizing the quantitative results. All comments will be transcribed verbatim and included in the report. Our price includes one analysis, for any time period you define. If you contract with us to provide reports for different time periods, we will show quantitative trends in the data.
You Will Receive Copies of the Following
- Questionnaires, customized with your company's name.
- Cover letters, printed on your letterhead.
- Envelopes, with your return address and/or logo.
Return Postage
Our price includes return postage. At your choice, questionnaires can either be returned to your place of business or to ours. In either case, your customers should incur no postage costs, so the postage must be pre-paid. If you want the questionnaire to be returned to you, your return postage fees would be paid to the US Postal Service instead of The Business Research Lab. If you choose to have the questionnaires returned to you, we will adjust our price accordingly.
Pricing
For a bid, call us via our toll-free number, 1-866-960-9824. Or, if you prefer, contact us by email.
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