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J.D.Power Qus. No.

2009 Change points in 09 CSI Question Ans.

You and your new vehicle (Q1~5) Q2a Is this vehicle the first new vehicle you have ever owned? 1. Q2b Yes (GO TO Q3) 2. No (CONTINUE) Y/N

What was the make of the previous vehicle owned? WRITE

Q3

Were there any problems with the vehicle when you bought it/ at time of delivery? 1. Yes 2. No Y/N

Q4 Q5

How many kilometres do you currently have on your vehicle? km What is your average fuel consumption? (Please specify km/ l) km/l WRITE

Service Experience ( Q6~7 ) Q6 Have you ever had any body/ accident repair work performed on your vehicle? (MR) R1. R2. R3. Q7 Yes, at an authorized dealer Yes, at a non-authorized facility No MARK

How many times since the vehicle was purchased have you taken your vehiclefor service at any of the following authorized service facilities? Please include any visits you may have made for tire repair or maintenance. The dealer where you bought it? Number of visits

R1 R2

Other _____ (MENTION CHOSEN VEHICLE'S MAKE) dealer (service center with Number of visits a showroom) i.e. not the dealer where you bought your vehicle?

R3

A ______ (MENTION CHOSEN VEHICLE'S MAKE) service center (a service centre which does not have a show room)?

Number of visits

Most Service Experience ( Q8~55) When was your most recent service or repair visit to a _________ (MENTION CHOSEN VEHICLE'S Q8a MAKE) dealer or service center? Q8b a1:Year . SHOWCARD For this most recent service visit, which service facility did you take your vehicle to? 1 Dealer where I bought the vehicle 2 Other _____ (MENTION CHOSEN VEHICLE'S MAKE) dealer (service center with a showroom) i.e. not the dealer where you bought your vehicle? 3 A ______ (MENTION CHOSEN VEHICLE'S MAKE) service center (a service centre which does not have a show room)? Q8c Why did you choose this specific dealer/ service center? (MR) R1.Bought the vehicle there R2.Convenient location R3.Qualified mechanics R4.Warranty R5.Reliability of service R6.Speedy service R7.Use of factory authorized parts Q8d R8.Open on convenient days /hours R9.Free Service R10.Competitive/ good price R11.Recommendations from friends/ family R12.Past experience R13.I knew someone from there R14.Other (Specify): Q8cR14v: WRITE MARK MARK a2:Month . WRITE

What is the single MAIN reason you decided to use this specific dealer/ service center? (WRITE NUMBER FROM ABOVE)

Q8e

How much time did it take to reach the dealership from your home or office (whichever is closer)?
minutes

WRITE

Q9 R1 R2 R3 R4 Q10

What type of service or repair was performed on this MOST RECENT visit? (MR) Lube/ Oil/ Filter change Other routine maintenance (e.g., tire rotation, check cooling system) Emergency repairs (e.g. vehicle broke down/ accident) Non-emergency repairs Did you need the dealer to provide transport while your vehicle was being serviced? Y/N

SERVICE INITIATION Q11 How did you know it was time for maintenance/ repairs? (MR) R1. Something went wrong with the vehicle R2. Reminder sticker on the vehicle R3. Warning/ Indicator light on the vehicle Q12 R4.I keep track of mileage/service needs R5. I received a reminder call/ letter R6. Other (Specify) MARK

Were you notified by the dealer/ service center when your vehicle was due for routine maintenance? Y/N

Q13a

Did you discuss your specific service needs (not including the scheduling of your visit) with someone from this dealership prior to taking your vehicle in for service? Yes(CONTINUE) No(GO TO Q14) Y/N

Q13b. R1. R2. R3. Q13c. Q14a

SHOWCARD With whom did you discuss your service needs? (MR) Spoke to a Service Advisor Spoke to the receptionist Not sure Was the information you provided (i.e., service needs/ requirements) prior to the service visit used during this most recent service visit? Y/N How did you schedule this service visit? 1 By appointment 2 Did not make an appointment, just dropped by (CONTINUE) (GO TO Q15) MARK MARK

Q14b. Q14c.

About how many days did you have to wait until your appointment? WRITE days Were you able to get an appointment on the day you desired? 1 Yes 2 No (GO TO Q15) d. Y/N

How many days before or after your desired day did you get your appointment?

Before OR After Q15

days days

SHOWCARD Thinking of your most recent visit, please rate the dealership on the following items using the 1 to 10 scale shown, where 1 is Unacceptable, 5 is Average and 10 is Outstanding and where you can choose any points from 1 to 10. Please remember to rate each item independently:

R1. R2. R3.

Ease of arranging service visit ( through telephone, sms etc, this could include the length of time to speak to someone ) Flexibility to accommodate your schedule Timeliness of hand over process (time waiting to be greeted, time conferring with advisor, time to hand over keys and complete any initial paperwork)

10scale 10scale 10scale

Q16

SHOWCARD Using the same 1 to 10 scale, please rate the whole process of getting your vehicle in for service. 10scale

Using the same 1 to 10 scale, please rate the whole process of getting your vehicle in for service. SERVICE ADVISOR ( Q17~24) Q17a Was your vehicle picked up by the dealer/ service center? Q17b 1. Yes (GO TO Q19) 2. No (CONTINUE) When you arrived at the dealership/ service center who greeted you first? 1 Service Advisor 2 Someone else Q17c (GO TO Q17e) (CONTINUE) Y/N

When you arrived at the dealership/ service center how long did it take before you were greeted by someone (other than the Service Advisor)? 1 Did not wait/ Greeted immediately 2 Waited: d.
minutes

(GO TO Q17e)

MARK

OR

DK (waited but cannot recall)

Q17e From the time you arrived at the dealership, how long did it take before you could speak to the Service Advisor about your service needs? (the person who wrote up your service order) 1 Did not wait 2 Waited: (GO TO Q18) f. minutes OR MARK

Q18

DK (waited but cannot recall) When you arrived at the dealer/ service center, were you waited on within a reasonable period of time? 1 Yes 2 No Y/N

Q19a.

SHOWCARD Please answer the following regarding your interaction with the Service Advisor during this service: Put you at ease Addressed you appropriately Neatly dressed Paid attention to details Repeated back each of your requests to make sure all was understood Was completely focused on you and your needs Performed a walk-around/ multi-point inspection of your vehicle (before taking the vehicle in) Reviewed with you the work that was done on your vehicle Provided helpful advice Kept you informed of the status of your vehicle SHOWCARD Knew your vehicle's service history Yes No First Visit 1. 2. 3. How much time did the Service Advisor spend listening to your service requests? When you arrived at the dealership, before the vehicle was taken in for service, was the service work to be performed fully explained? 1. Yes 2. No Y/N Y/N MARK Y/N Y/N Y/N Y/N Y/N Y/N Y/N Y/N Y/N Y/N

R1. R2. R3. R4. R5. R6. R7. R8. R9. R10. Q19b.

Q20 Q21

Q22a. Q22b.

Was a copy of the service/ repair form provided before work was begun? Yes 1. 2. SHOWCARD Were you told when your vehicle would be ready? No

Q23

1 Yes, at the time of giving the vehicle in 2 Yes, after giving the vehicle in 3 Not told Using the same 1 to 10 scale, where 1 is Unacceptable, 5 is Average and 10 is Outstanding, please rate the Service Advisor on the following.

MARK

R1. R2. R3. Q24

Courtesy/ friendliness of Service Advisor Responsiveness of Service Advisor Thoroughness of explanations SHOWCARD Using the same 1 to 10 scale, please rate the overall performance of the Service Advisor

10scale 10scale 10scale 10scale

SERVICE FACILITY ( Q25~31) Q25 SHOWCARD Did you stay at the dealership while service was completed, leave and return later or neither (as the dealer picked up your vehicle)? 1 Stayed during the entire service visit (GO TO Q27) 2 Left/ returned later (CONTINUE) 3 Did not visit the dealership for this last service (GO TO Q28) SHOWCARD Please answer which type of dealer-provided transportation you used during this most recent service visit: 1 Free transport from the dealer (cab/ shuttle) MARK 2 A free loaner vehicle 3 Transport at an additional charge 4 No transportation provided Q27a. SHOWCARD Did you have the opportunity to observe your vehicle being serviced? 1. 2. Q27b. No, but did not want to No, I didn't have the opportunity 3. 4. Yes, but did not Yes, and I did MARK 3. 4. Yes, but did not Yes, and I did Y/N Q28a. Q28b. R1. R2. R3. R4. R5. Yes No 1. 2. Does the dealership have convenient business days/ hours of operation? Y/N Yes No 1. 2. SHOWCARD Which of the following facilities/ amenities are provided by your dealer/ service center? (MR) Internet access Refreshment counter TV Stock market information Reading materials eg magazines, newspaper R6. R7. R8. R9. Telephone access MARK Children's playground Free food Others (specify): Q28bR9v MARK

Q26

SHOWCARD Did you have the opportunity to talk to a technician/ mechanic at any time during your service visit? No, but did not want to 1. 2. No, I didn't have the opportunity

Have you ever had any body/ accident repair work performed on your vehicle? (MR)

Q29.

SHOWCARD- ROTATE ATTRIBUTES, START FROM TICK ( P ) Using the same 1 to 10 scale as before, where 1 is Unacceptable, 5 is Average and 10 is Outstanding, please rate this dealership on the following. Please remember to rate each item independently:

R1. R2. R3. R4. Q30. Q31a.

Ease of driving in/ out of facility Convenience of location Cleanliness of dealership Comfort of waiting area (includes seating, amenities, refreshments) Using the same 1 to 10 scale, please rate the dealership's service facility overall SHOWCARD Which day of the week would you prefer to take/ send your car in for servicing?

10scale 10scale 10scale 10scale 10scale

MARK 1. 2. Q31b. Weekdays Saturday 3. 4. Sunday No preference

What time of day would you prefer to take/ send your car for servicing? Code 97 if "No preference" for am/ pm WRITE Time: a.m. OR p.m.

VEHICLE PICKUP ( Q32~49) Q32a. Was the vehicle delivered to your home or did you pick it up? 1. Q32b. Delivered (GO TO Q32c) 2. I picked it up (CONTINUE) MARK

SHOWCARD Who at the dealership helped locate and take delivery of your vehicle? (MR) 1. Service Advisor 2. Other dealership staff 3. No one helped me MARK

Q32c.

Did someone from the dealership contact you to let you know that your vehicle was ready? 1. Yes (GO TO Q33) 2. No (CONTINUE)

Q32d. R1. R2. R3. R4. Q33.

SHOWCARD How did you find out that your vehicle was ready? (MR) By looking at the completed status on the display screen at the dealership Saw the vehicle in the post-service area Came back at the scheduled time and was told then Other (please specify) Q32dR4v_______________________ SHOWCARD Was your vehicle ready when originally promised? MARK 1. 2. 3. Yes, within the promised time No, took MORE time than promised The dealership did not promise when it would be ready (GO TO Q36) (CONTINUE) MARK

Q34.

Did the dealer notify you of the delay in advance? 1. Yes 2. No

Q35a.

How much longer than originally promised did it take for your vehicle to be ready? 0 Same day Days (If not the same day) Minutes (same day) MARK

Q36a.

b1. Hours (same day) OR b2. Which statement best describes how this service visit was paid for: 1. 2. 3. 4. All covered under warranty I paid for all of it I paid for some of it No charges (GO TO Q36d) (CONTINUE) (CONTINUE) (GO TO Q36d)

Q36b. Q36c.

How much did you spend in total on this service visit (excluding tax)? SHOWCARD How did you pay for this service? Cash Credit card Others (specify): 1. 2. 3. Q36cv _________ MARK

Q36d.

What is your preferred payment method? Cash Credit card Others (specify): 1. 2. 3. Q36dv _________ MARK

Q37.

How did this amount compare to what you expected before you arranged the work? 1. 2. 3. Much higher than I expected A little higher than I expected About what I expected 4. 5. A little lower than I expected MARK Much lower than I expected

Q38a.

SHOWCARD Do you feel the costs charged for servicing your vehicle were reasonable? 1. 2. 3. Yes, because my service was free Yes, although I paid for it No (GO TO Q39) MARK (GO TO Q39) (CONTINUE)

Q38b. R1. R2. R3. Q39.

Why did you feel the cost was not reasonable? (MR) Similar service is available at a lower price elsewhere MARK The service wasn't worth the amount paid Other specify Q38bR3v_______________ Were you provided with a detailed estimate of how much the work would cost (even when the service was free) before it was started? 1. Yes (CONTINUE) 2. No (GO TO Q41) Y/N

Q40.

SHOWCARD Was the estimate you were given the same as the original estimate? 1. Yes No, the actual cost was less 3. than the estimate No, the actual cost was more than the estimate MARK

Q41.

After the service was completed, did someone explain to you the actual work that was performed? 1. Yes 2. No Y/N

Q42.

Did you receive an explanation of your charges (even when the service was free) after service was completed? 1. Yes 2. No Y/N

Q43a.

From the time the vehicle was given in for service, until it was ready, how many days did it take to service your vehicle? 0 Same day / Days

Q43b.

IF SAME DAY MENTIONED, RECORD NUMBER OF HOURS Hours

Q44.

Do you feel the time taken to service your vehicle was reasonable? 1. Yes 2. No Y/N

Q45.

How did the time taken to service your vehicle compare with your expectations? Better than expected 1 About as expected 2 Worse than expected 3

Q46.

After service was completed, how long did it take to finish any paperwork and pick up your vehicle? minutes

Q47. Q48.

Were you informed when to schedule your next service visit? Yes No 1. 2. SHOWCARD Using the same 1 to 10 scale as before, where 1 is Unacceptable, 5 is Average and 10 is Outstanding, please rate the dealership on the following. Please remember to rate each item independently: Timeliness of the pick-up process (waiting to be attended to, completing paperwork and picking up vehicle) Y/N

R1.

10scale

R2. R3. Q49.

Fairness of the charges Helpfulness of staff at pick-up (to help locate the vehicle, make payment etc.) Using the same 1 to 10 scale, please rate your overall experience of picking up your vehicle from this dealership

10scale 10scale 10scale

SERVICE QUALITY( Q50~55 ) Q50a. Was all of the work done right the first time? 1 Yes Q50b. R1. R2. R3. (GO TO Q50d) 2 No (CONTINUE) Y/N

If not done right the first time, what seemed to be the problem? (MR) Dealership could not find the problem Broke again after being fixed Dealership said that more work was required than originally expected

R4. R5. R6. R7. R8. R9. Q50c.

Parts not available Dealership was too busy to complete all the work required Work performed did not fully correct the problem Dealership caused a new problem Dealership said that the work was not covered under warranty Other (specify): Q50bR9v How did the dealership react to the work not being done right the first time? 1. 2. 3. 4. They offered to fix it immediately They offered to fix it at a later date They accepted that there was a problem but did not offer to fix it They denied that there was a problem/ claimed that it was "normal"

Q50d.

Did you replace any parts? 1. Yes 2. No Y/N

Q50e. Q51a.

Were you told the name of the service mechanic who had serviced your vehicle? Yes No 1. 2. SHOWCARD Was your vehicle returned to you cleaner, about as clean, not as clean as when you brought it in? 1. 2. 3. Cleaner than when you brought in it About as clean as when you brought it in Not as clean as when you brought it in Y/N

Q51b.

SHOWCARD Was your vehicle returned washed and vacuumed? 1. 2. Yes, washed and vacuumed Only washed 3. 4. Only vacuumed Not washed or vacuumed

Q52a.

Were you contacted after the service was complete to see if the work was performed to your satisfaction? 1. Yes (CONTINUE) 2. No (GO TO Q54) Y/N

Q52b.

SHOWCARD If "Yes", how were you contacted? (MR) R1. Phone (call) R3. Mail (Post) R5. Others (specify): Q52bR5v R2. SMS R4. E-mail SHOWCARD When were you contacted after the service? If contacted more than once, please tell us about the first contact. 1. 2. Same day The following day 3. 4. Within 3 days Within 1 week 5. 6. Within 2 weeks Over 2 weeks

Q53.

Q54a.

When you were contacted, did you report any problems that have occurred after servicing your vehicle? 1. 2. 3. Yes, reported a problem No, did not report a problem even though I had a problem No, did not report a problem as I did not have a problem (CONTINUE) (GO TO Q55) (GO TO Q55)

Q54b.

SHOWCARD- ROTATE ATTRIBUTES, START FROM TICK ( P ) Using a scale of 1 to 10, where 1 is Unacceptable, 5 is Average, and 10 is Outstanding, please rate the dealership on the following. Please remember to rate each item independently:

R1. R2. R3. Q55.

Total time required to service your vehicle Thoroughness of maintenance/repair work performed Condition/ cleanliness of vehicle on return (undamaged, controls and positions unchanged) SHOWCARD Using the same 1 to 10 scale, please rate the quality of work performed on your vehicle overall.

10scale 10scale 10scale

10scale

Summing up this service experience(Q56~61) Q56. SHOWCARD Now that you have considered several aspects of your most recent service experience including the process of initiating your service visit, the service advisor you interacted with, the service facility, picking your vehicle up from service, and the quality of work performed:

10scale Using the same 1 to 10 scale, please rate your overall service experience. Q57. SHOWCARD How did your overall service experience at this dealership compare to your expectations? Better than expected 1 Q58. R1. R2. R3. R4. Q59. a. About as expected 2 Worse than expected 3

Based on your experience with this service dealer, how likely would Definit Probably Probab Definit you be to: ely would ly ely Recommend the dealer/ service center that serviced this vehicle to a friend or relative Go back to this facility for warranty service Go back to this facility for maintenance and repair after warranty i.e. for service you pay for Purchase a vehicle from this service dealer 1 1 1 1 2 2 2 2 3 3 3 3 4 4 4 4

SHOWCARD Have you ever had any body/ accident repair work performed on your vehicle? (MR) DURING WARRANTY PERIOD Authorized dealer/ service center Non authorized service facility 2 2 2

R1. R2. R3. b.

Lube/ Oil/ Filter Change Other routine maintenance Repairs AFTER WARRANTY PERIOD

1 1 1

R1. R2. R3. Q60. Q61a. Q61b. Q61c.

Lube/ Oil/ Filter Change Other routine maintenance Repairs

Authorized dealer/ service center 1 1 1 1. 1. 1. 1.

Non authorized service facility 2 2 2 Yes Yes Yes Yes 2. 2. 2. 2. No No No No Y/N Y/N Y/N Y/N

Will you consider purchasing an extended warranty? Does the dealership value your business? Does the dealership stand behind their service? Did the dealer contact you for anything other than your service visits (e.g service campaigns/ promotions etc.)?

Ownership Experience(Q62~69) Q62a. Have you experienced any problems with your vehicle since you've owned it? 1 Yes Q62b. Q62c. (CONTINUE) 2 No (GO TO Q63) No. of problems Y/N

How many problems have you had?

For how many of these problems have you taken the vehicle in to an authorized dealer? No. of problems taken to auth. dealer

Q63.

On average, how much do you spend on fuel in a month for this vehicle? Rs./ month

Q64.

SHOWCARD In the time you have owned this vehicle, how much money have you spent on tires (please include maintenance, repairs, and replacement) at authorized dealers/ service centers? (Estimate if you do not know the exact amounts) Amount spent on tires SHOWCARD From the time you have owned this vehicle, how much money have you spent on maintenance (excluding fuel) and repairs (excluding accident repairs) at authorized dealers/ service centers? (Estimate if you do not know the exact amounts) Amount spent on routine maintenance and repair

Q65.

Q66.

SHOWCARD- ROTATE ATTRIBUTES, START FROM TICK ( P )

Using the same 10-point scale used earlier, please rate your vehicle's TOTAL cost of operation on each of the followed by taking into account the money you have spent at authorized and non-authorized dealers/ service centers: R1. R2. The total cost on tire maintenance, repair, and replacement tires The total cost of maintenance and repair for your vehicle 10scale 10scale

R3. R4. Q67. R1. R2. R3. Q68.

Fuel cost for your vehicle The total cost of operation (including tire, maintenance/ repair, and fuel costs) for your vehicle SHOWCARD- ROTATE ATTRIBUTES, START FROM TICK ( P ) The overall quality and reliability of your vehicle The overall appeal of your vehicle (including performance, comfort, styling and features) The overall cost of owning your vehicle (including fuel consumption, insurance, servicing) SHOWCARD Using the same 1 to 10 scale, please also rate your overall ownership experience with this vehicle.

10scale 10scale

10scale 10scale 10scale 10scale

Q69.

SHOWCARD Based on your overall ownership experience, how likely are you to: Definit Probably Probab Definit ely would ly ely

R1.

Recommend_______(MENTION THE VEHICLE'S MAKE e.g. VW, Toyota etc.) to a friend or relative

R2.

Purchase another_____(MENTION THE VEHICLE'S MAKE e.g. VW, Toyota etc.) vehicle

Non-Authorized Facility(Q70~73) Q70a. Have you ever had this vehicle serviced at a non-authorized service facility? 1 Yes Q70b. (CONTINUE) 2 No (GO TO Q74)

When was the last time you took your vehicle to a non-authorized service center (other than to fill air)? No. of months ago

Q70c.

SHOWCARD In the time you have owned this vehicle, how much money have you spent on tires (please include maintenance, repairs, and replacement) at non-authorized dealers/ service centers? (Estimate if you do not know the exact amounts) Amount spent on tires

Q70d.

SHOWCARD From the time you have owned this vehicle, how much money have you spent on maintenance (excluding fuel) and repairs (excluding accident repairs) at non-authorized dealers/ service centers? (Estimate if you do not know the exact amounts) Amount spent on routine maintenance and repair

Q71. R1. R2. R3. R4. Q72.

SHOWCARD What type of service was performed? (MR) Lube/ Oil/ Filter change Other routine maintenance (e.g., tire rotation, check cooling system) Emergency repairs (e.g. vehicle broke down/ accident) Non-emergency repairs SHOWCARD Why did you take your vehicle to a non-authorized service facility rather than an authorized dealer? (MR)

R1.Past experience R2.Convenient location R3.Qualified mechanics R4.I knew someone from there R5.Reliability of service Q73.

R7.Use of factory authorized parts R8.Open on convenient days/ hours R9.Designated by insurance company R10.Competitive/ good price R11.Recommendations from friends/ family

R6.Speedy service R12.Other (specify), Q72R12v: SHOWCARD Using a 1 to 10 scale, please rate your overall service experience at the non-authorized dealer facility at your most recent visit.

10scale

Demographic Information(Q74~81) Q74a. Q74b. Q75. Q76. Q77a. Q77b Q78. How many cars are there in your household? How many people drive/ share this car? How many people normally ride in this vehicle? RECORD GENDER What is your age? For how many years have you been driving a car? SHOWCARD What is your marital status? 1. Q79. Married 2. Single 3. Widowed/ Divorced/ Separated 1. Male 2. Female years years

SHOWCARD What is your occupation? Professional (doctor, lawyer, etc.)6. Government worker 7. Self-employed 8. General white-collar worker 9. Senior management 10. Middle management 11. Technical worker 12. General blue-collar worker 13. Teaching (teacher, professor) 14. Clerical Student Housewife Unemployed/ Not working/ Retired Other (specify) Q79v

1. 2. 3. 4. 5. Q80.

SHOWCARD What is the highest level of education you have achieved/completed? No formal education Primary school Middle school High school 5. 6. 7. Technical/ Vocational College University Post Graduate

1. 2. 3. 4. Q81.

Which of the following groups best describes your household's total monthly income before taxes? Rs 10000 or less Rs 10001 - 15000 Rs 15001 - 20000 Rs 20001-30000 5. 6. 7. 8. Rs 30001 - 40000 Rs 40001 - 50000 Rs 50001 - 75000 Rs 75001 - 100000 9. Rs 100001 - more

1. 2. 3. 4.

S.No Service Standards-2008 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26

2008 Qnre Location1 serv std Were you notified by the dealer/ service center when Q43R1your vehicle was due for routine maintenance ? Y/N When you arrived at the service center, were you waited serv std Q43R2on within a reasonable period of time ? Y/N serv std Before the vehicle was taken in for service, was the Q43R3service/work to be performed fully explained? Y/N Was a copy of the service/ repair form provided before serv std Q43R4work was begun? Y/N std serv Was a free loaner car provided? Q43R5Y/N std serv Was transportation(e.g.shuttle service/ cab Q43R6voucher)provided to your home/office? Y/N Were you informed when service/ repair was serv std Q43R7completed? Do you feel the costs charged for servicing your vehicle serv std Q43R8were reasonable? Y/N std serv Do you feel the time taken to service your vehicle was Q43R9reasonable? Y/N serv std Was your vehicle returned washed and vacuumed? Q43R10Y/N serv std Do you feel this dealership values your service Q43R11business? Y/N serv std Is the dealer/ service center open during late hours? Q43R12Y/N serv std Is the dealer/ service center open on weekends? Q43R13Y/N Were you informed when to schedule your next service serv std Q43R14visit? Y/N serv std Were you addressed appropriately? Q43R15Y/N serv std Were the service personnel neatly dressed? Q43R16Y/N serv std Was the waiting area clean? Q43R17Y/N Were you informed, that the settings(seat/ mirror/ aircon serv std Q43R18controls/radio station etc.) may have changed ? Y/N serv qual Completed all of the work requested q32-Y/N serv qual Work done right first time q31-Y/N serv delv Vehicle ready when promised q22-Y/N serv adv Informed when vehicle would be ready q17-Y/N serv delv Explanation of work after service completed q23-Y/N serv delv Service charges explanied q23-Y/N serv qual Contacted after service q34Y/N/(How) serv adv Estimate provided before service q17-Y/N

2008 Qnre Location2 Service Standards-2009 serv init q11Response serv init q14/15Response serv adv q18-Rating

2009 Qnre Location1 serv init q11Were you notified by the dealer/ service center when Response & Q12your vehicle was due for routine maintenance ? Y/N When you arrived at the service center, were you waited serv adv q17response & q18on within a reasonable period of time ? Y/N Before the vehicle was taken in for service, was the serv adv q21Y/N service/work to be performed fully explained? Was a copy of the service/ repair form provided before serv adv q22Y/N work was begun? Please answer which type of dealer transportation you serv fac q26Response used during this most recent visit ? Were you informed when service/ repair was completed? Do you feel the costs charged for servicing your vehicle were reasonable? Do you feel the time taken to service your vehicle was reasonable? Was your vehicle returned washed and vacuumed? Do you feel this dealership values your service business? Does the dealership have convenient business days / hours of Operation ? veh pickup q32Y/N veh pikup q38Y/N veh pickup Q44Y/N serv qual Q51response-qual summingup Q61Y/N serv fac q28Y/N

serv delv q26-Rating serv delv q27Response UFS Q36-Rating UFS Q36-Rating UFS Q36-Rating

Were you informed when to schedule your next service visit? Were you addressed appropriately? Were the service personnel neatly dressed? In Serv Q20-Rating Was the waiting area clean? Undamaged controls and Positions unchanged Completed all of the work requested Work done right first time Vehicle ready when promised Informed when vehicle would be ready Explanation of work after service completed Service charges explanied(EVEN WHEN SERVICE WAS FREE) Contacted after service Estimate provided before service(EVEN WHEN SERVICE WAS FREE)

veh pickup q47Y/N serv adv q19Y/N serv adv q19Y/N serv fac q27Y/N serv qual q54Rating

serv qual Q50Y/N veh pickup q33Y/N serv adv q22bY/N veh pickup Q41Y/N veh pickup Q42Y/N serv qual Q52Y/N (How) veh pikup q39Y/N

Was the information you provided (i.e., service needs/ requirements) prior to the service visit used during this mos Service advisor Put you at ease Service Advisor paid attention to details Service Advisor Repeated back each of your requests to make sure all was understood Service Advisor Was completely focused on you and your needs Service Advisor Performed a walk-around/ multi-point inspection of your vehicle (before taking the vehicle in) Service Advisor Reviewed with you the work that was done on your vehicle Service Advisor Provided helpful advice Service Advisor Kept you informed of the status of your vehicle Which of the following facilities/ amenities are provided by your dealer/ service center? (MR) (earlier it was worded as- which of the following facilities would you like to have ?-overall ratings) Ease of Driving In/Out of Facility Who at the dealership helped locate and take delivery of your vehicle? (MR) How did you find out that your vehicle was ready? (MR) How much longer than originally promised did it take for your vehicle to be ready? How did you pay for this service? What is your preferred payment method? How did this amount compare to what you expected before you arranged the work? Why did you feel the cost was not reasonable? (MR) How did the dealership react to the work not being done right the first time? Will you consider purchasing an extended warranty? Did the dealer contact you for anything other than your service visits (e.g service campaigns/ promotions etc.)?

sit used during this most recent service visit?

king the vehicle in)

ns/ promotions etc.)?

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Were you notified by the dealer/ service center when your vehicle was due for routine maintenance? Was the information you provided (i.e.,service needs/ requirements) prior to the service visit used during this most recent service visit? About how many days did you have to wait until your appointment? Were you able to get an appointment on the day you desired? SERVICE ADVISOR Was your vehicle picked up by the dealer/ service center? When you arrived at the dealership/ service center who greeted you first? When you arrived at the dealership/ service center how long did it take before you were greeted by someone (other than the Service Advisor)? From the time you arrived at the dealership, how long did it take before you could speak to the Service Advisor about your service needs? (the person who wrote up your service order) When you arrived at the dealer/ service center, were you waited on within a reasonable period of time? Did the service advisor Put you at ease Did the service advisor Addressed you appropriately Was the service advisor Neatly dressed Did the service advisor Pay attention to details Did the service advisor Repeat back each of your requests to make sure all was understood Was the service advisor completely focused on you and your needs Did the service advisor Performed a walk-around/ multi-point inspection of your vehicle (before taking the vehicle in) Did the service advisor Review with you the work that was done on your vehicle Did the service advisor Provide helpful advice Did the service advisor Keep you informed of the status of your vehicle Did the service advisor Knew your vehicle's service history How much time did the Service Advisor spend listening to your service requests? When you arrived at the dealership, before the vehicle was taken in for service, was the service work to be performed fully explained? Was a copy of the service/ repair form provided before work was begun? Were you told when your vehicle would be ready? SERVICE FACILITY Please answer which type of dealer-provided transportation you used during this most recent service visit Did you have the opportunity to observe your vehicle being serviced? S Did you have the opportunity to talk to a technician/ mechanic at any time during your service visit ? Does the dealership have convenient business days/ hours of operation? Which of the following facilities/ amenities are provided by your dealer/ service center? (MR)Internet/Telephone/Refreshment/TV/Stock Mkt Info/Free Food/Children play area/reading matl Ease of driving in/ out of facility-This is now a rated question VEHICLE PICKUP Was the vehicle delivered to your home or did you pick it up? Who at the dealership helped locate and take delivery of your vehicle? (MR) Did someone from the dealership contact you to let you know that your vehicle was ready? How did you find out that your vehicle was ready? (MR) Was your vehicle ready when originally promised? Did the dealer notify you of the delay in advance? How much longer than originally promised did it take for your vehicle to be ready? How did this amount compare to what you expected before you arranged the work? Do you feel the costs charged for servicing your vehicle were reasonable? Were you provided with a detailed estimate of how much the work would cost (even when the service was free) before it was started? Was the estimate you were given the same as the original estimate? After the service was completed, did someone explain to you the actual work that was performed? Did you receive an explanation of your charges (even when the service was free) after service was completed? From the time the vehicle was given in for service, until it was ready, how many days did it take to service your vehicle? Do you feel the time taken to service your vehicle was reasonable? How did the time taken to service your vehicle compare with your expectations? After service was completed, how long did it take to finish any paperwork and pick up your vehicle? Were you informed when to schedule your next service visit? SERVICE QUALITY Was all of the work done right the first time? If not done right the first time, what seemed to be the problem? (MR) How did the dealership react to the work not being done right the first time? Were you told the name of the service mechanic who had serviced your vehicle? Was your vehicle returned to you cleaner, about as clean, not as clean as when you brought it in? Was your vehicle returned washed and vacuumed? Were you contacted after the service was complete to see if the work was performed to your satisfaction? When you were contacted, did you report any problems that have occurred after servicing your vehicle?

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