CUSTOMER SATISFACTION SURVEY

Location: Date of Survey:

TIME of survey

Dear Sir/Madam

Please take a moment to tell us about your satisfaction level with the company on the various aspects asked.
Please note that the satisfaction level will be marked on a four point scale from 1 - 4

Very Dissatisfactory Dissatisfactory Satisfactory Delightful

1 2 3 4

Type of Product 3Wheeler 4Wheeler Tractor

Model & Date of Purchase

Within 1 year

More than a year

Purchase Satisfaction
1 What were the alternatives you thought of before purchase?

2 Why did you choose this model?(On which Parameters)

3 Who influenced you to purchase this product? Please Specify

Other(please
Local Mechanic Salesman/Dealer Advertisement Friends & Relatives Specify)

4 What was your view about the generel ambience of the Dealership?

1 2 3 4

5 Courtesy of the Sales Person who assisted you in your purchase ?

1 2 3 4

6 Were your questions answered properly and adequately at the Dealership?

1 2 3 4

7 Was the product knowledge provided by the company brochures ,leaflets,and people adequate ?

1 2 3 4

8 Are you satisfied with the assistance provided by the Dealer for getting finance?

1 2 3 4

9 Were all the terms of the Warranty/Gaurantee explained to you ?

Yes No

10 Was your vehicle delivered with All The Features And Accessories as promised?

Yes No

11 Was the delivery of your vehicle a pleasant experience?

1 2 3 4
 Very Dissatisfactory Dissatisfactory Satisfactory Delightful
1 2 3 4

Sales & Service support of the Dealer

1 Has the dealer contacted you regarding Product Satisfaction and Service Reminders after the purchase

Yes No

2 Has the Dealer provided information about new products or services from time to time?

Yes No

3 Are the service centers and dealerships within your reach in your area of operation

1 2 3 4

4 Where would you like your vehicle to be serviced? Why?

Local Mechanics ___________ Auth.Serv.Stn ___________ Dealership ___________

5 Which is your preferred location for purchasing spare parts ? Why?

Local Mechanics ___________ Auth.Serv.Stn ___________ Dealership ___________

6 Where do you service your vehicle 80% of the time and why?

Local Mechanics ___________ Auth.Serv.Stn ___________ Dealership ___________

7 Ability of the Dealer to solve your problem, to provide a solution, effectiveness of the solution.

1 2 3 4

8 Attitude of the Dealers Personnel who assisted you?

1 2 3 4

9 Was your vehicle serviced & delivered in the commited time by the dealer?

Never Occasionally Mostly Always

10 How do you rate the vehicle servicing and repairs done at the dealership?

1 2 3 4

11 Is the estimate given for your vehicle repair as per what is charged finally?

Never Sometimes Mostly always

12 Incase the delivery time of the vehicle after the servicing is changed, are you informed about the changed timings?

Never Sometimes Mostly always

13 Did any of your problem reoccured immediately after the service done by the dealer?

Never Sometimes Mostly always

14 How is the timeliness of response to your inquiries/ issues/ concerns by the Dealer?

1 2 3 4
 Very Dissatisfactory Dissatisfactory Satisfactory Delightful
1 2 3 4

Product attributes and support

A Rate the following parameters on Expected and Actual Results

1 Load Carrying Capacity

On Road

Expected Actual

1 2 3 4

* On Field (Tractors)

Expected Actual

1 2 3 4

2 Mileage

Expected Actual
City Highway City Highway
Load Load
without Load without Load

3 What is you opinion about the Vehicle Price you paid and the value you have got from it ?

1 2 3 4

4 How do you rate the availability of spare parts ?

1 2 3 4

5 Rate your satisfaction in terms of the below mentioned aspects

3Wheeler 4Wheeler Tractor

1 Engine 1 Engine 1 Power
2 Power/Pulling 2 Pick up 2 Brakes
3 Finance 3 Power 3 Lift
4 Aesthetics 4 Finance 4 Gear Box
5 Service Networks 5 Cost of maintainence 5 Electricals
6 Driving Comfort 6 Interiors 6 Colour
7 Durability of parts 7 Drive Comfort 7 Power Take Off
8 Safety 8 Safety 8 Safety
9 Resale 9 Resale 9 Price of Spare Parts
10 Price of Spare Parts 10 Price of Spare Parts

Very Dissatisfied Dissatisfied Average Satisfied Delighted

1
2
3
4
5
6
7
8
9
10

6 What is your opinion about the Product Reliability and Consistency of fuel consumption?

1 2 3 4

Any suggestions for the product

 Very Dissatisfactory Dissatisfactory Satisfactory Delightful
1 2 3 4

Overall Satisfaction

1 How satisfied are you with the purchase you made?

Very Dissatisfied Dissatisfied Satisfied Delighted

2 How Satisfied are you with the Services you Received?

Very Dissatisfied Dissatisfied Satisfied Delighted

3 How likely are you to recommend the same company's product to others?

not at all Might Will recommend Definitely

4 How likely are you to buy again ?

Never not sure Yes Definitely

What specific things we can do to increase your satisfaction with our products and services?

Customer Contact Information

Name of the Customer:

Designation

Contact Details:

a)Village

b)Tehsil

c)District Customers Signature

d)State

PIN NO.

Phone No.

Mobile

Name of the Representative

Remarks, if any Representatives Signature

Thank You.