12 . JDP Main Questionnaire - Final 061020

7/30/2019 12 . JDP Main Questionnaire - Final 061020

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Sample Number :

STUDY OF CUSTOMER SERVICE SATISFACTION SURVEY OF

KOLKATA MAHINDRA DEALER

You and your new vehicle

VEHICLE DETAILSQ1. a. Make: Model/ Grade:

(e.g., Maruti, Honda) (e.g., Zen, City)

b. Date of Delivery:

b1. Year: b2. Month:

Q2. a. Is this vehicle the first new vehicle you have ever owned? 1. Yes (GO TO Q3)

2. No (CONTINUE)

b. What was the make of the previous vehicle owned?

Q3. How many kilometers do you currently have on your vehicle? , 000 Kms.

Q4. What is your average fuel consumption? (Please specify km/ l) Kms/ l

Q5. Were there any problems with your new vehicle when you first 1. Yes 2. No

received it?

ServiceQ6. a. Have you ever had any of the following services performed on this vehicle? (MR)

R1. Oil change (GO TO Q7)

R2. Other routine maintenance (e.g., tire rotation, check cooling system) (GO TO Q7)

R3. Repairs (CONTINUE)

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

1. Yes, at an authorized dealer 2. Yes, at a non-authorized facility 3. No

Q7. How many times since the vehicle was purchased have you taken your vehicle for service at any of thefollowing authorized service facilities? Please include any visits you may have made for tire repair or

maintenance.

0 (Zero) Visits Write in number of visits

R1. The dealer where you bought it? 0

R2. Same make/ brand dealer? 0 OR

R3. Same make/ brand service center? 0

Most recent service experience

REGARDING YOUR MOST RECENT VISIT TO AN AUTHORIZED DEALER OR SERVICE CENTER

Q8. a. When was your most recent service or repair visit to a same a1. Year:

make/ brand dealer or service center? a2. Month:

b. Type of dealer/ service center (MARK ONLY ONE):

1. Mono-brand dealership (sells only 1 brand) 3. Mono-brand service center (services only 1 brand)

2. Multi-brand dealership (sells more than 1 brand) 4. Multi-brand service center (services more than 1 brand)

c. Why did you choose this specific dealer/ service center? (MR)

R1. Bought the vehicle there R7. Speedy service R13. Transportation provided

R2. Saw advertisement R8. Past experience R14. Use of factory authorized parts

R3. Convenient location R9. Recommendations from friends/ family R15. Free Service

R4. Qualified mechanics R10. Discount ticket/ coupon R16. Only service dealer in town

R5. Warranty R11. Open on convenient days/ hours R17. Other (Specify):

R6. Reliability of service R12. Good prices Q8cR17v

d. How far is this dealership/ service center from your home or office (whichever is closer)?Kms.

Copyright 2006 J.D. Power and Associates -1-


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Most recent service experience

Q9. a. What type of service or repair was performed on this MOST RECENT visit? (MR)

R1. Oil change (GO TO Q10)

R2. Other routine maintenance (e.g., tire rotation, check cooling system)

R3. Repairs (CONTINUE)

b. What type of maintenance or repair? (MR)

Maintenance Maintenance Repair

(contd)

R1. Tune-up R5. Shocks/ Struts R9. Engine Repair

R2. Wheel Alignment R6. Muffler/ Exhaust R10. Transmission Repair

R3. Tire Change/ Balancing R7. Battery R11. Tire repair

R4. Brakes R8. Other Maintenance R12. Body/ Accident Repair

(Specify): Q9bR8v R13. Other Repair

(Specify): Q9bR13v

c. Did you replace any parts? 1. Yes 2. No

Q10. Did you need the dealer to provide transport while your vehicle was 1. Yes 2. Nobeing serviced?

INITIATING THE SERVICE VISIT

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. a. How did you schedule this service visit?

1. By appointment

R4. I keep track of mileage/ service needs

R5. I received a reminder call/ letter

R6. Other (Specify): Q11R6v

2. Dropped by at my convenience (GO TO Q13)

b. About how many days did you have to wait until your

appointment? Days

c. Were you able to get an appointment on the day

you desired?

1. Yes 2. No d. How many days did you have to wait beyond days(GO TO Q13) your desired appointment day?

Average

Unacceptable 01 02 03 04 05 06 07 08 09 10 Outstanding

Q13. Using the 1 to 10 scale shown, where 1 is Unacceptable, 5 is Average, and 10 is

Outstanding, please rate the dealerships ability to schedule this service visit i.e. / 10see you within a reasonable amount of time.

Q14. a. Was your vehicle picked up by the service center? 1. Yes 2. No

(GO TO Q15) (CONTINUE)

a1. When you arrived at the dealership/ service center who greeted you first?

1. Service Advisor (The Person who wrote up your service order) 2. Someone else

(GO TO Q14d) (CONTINUE)b. 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 2. Waited: c. Minutes

(GO TO Q14d)

d. From the time you entered the dealership, how long did it take before you spoke to the Service Advisor

(The Person who wrote up your service order)

1. Did not wait 2. Waited: e. Minutes

(GO TO Q15)

Q15. Using the same 10 point scale used earlier, please rate the amount of time you spent

waiting to speak to a Service Advisor (the Person who wrote up your service order)

Q16. Overall, please rate the whole process of getting your vehicle into service.

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Most recent service experience (contd)REGARDING THE DEALERSHIP SERVICE ADVISOR (The Person who wrote up your service order)

Q17. a. Was the Service Advisor aware of your vehicle's service history?

1. Yes 2. No 3. First visit

b. Was the service advisor male or female? 1. Male 2. Female

c. Was an estimate of any charges provided before thework was performed?

1. Yes 2. No 3. No charges

d. Were you told when your vehicle would be ready? 1. Yes 2. No

e. How much time did the Service Advisor spend

listening to your service requests? minutes

Q18. Using the same 1 to 10 scale, please rate the Service Advisor on:

R1. Explanation of service to be / 10 R5. Fulfilled all commitments made to you / 10

performed R6. Listened to your requests / 10

R2. Treated you with courtesy and / 10 R7. Asked you questions to clarify your needs / 10

respect R8. Understood the specific problem(s) with / 10

R3. Honesty / 10 your vehicle

R4. Knowledge/ expertise / 10

Q19. Overall, please rate the performance of the Service Advisor. / 10

WHILE YOUR VEHICLE WAS BEING SERVICED

Q20. a. Did you stay at the dealership while service was completed, or leave and return later?

1. Stayed (CONTINUE) 3. Dealership picked up vehicle (GO TO Q20c)

2. Left/ returned later (GO TO Q20c)

/ 10

b. Using the same 1 to 10 scale where 1 is UNACCEPTABLE, 10 is OUTSTANDING, and 5

is AVERAGE, please rate how well the dealership enabled you to spend your time (i.e.

reading, watch TV, watch the vehicle being serviced, etc.) during service.

c. Please rate the customer waiting area in terms of its:R1. Cleanliness / 10 R3. Amenities (e.g., beverages, magazines, TV) / 10

R2. Comfort / 10

Q21. Overall, please rate your experience while your vehicle was being serviced. / 10

WHEN PICKING UP YOUR VEHICLE AFTER SERVICE

Q22. a. Was your vehicle ready when promised? 1. Yes (GO TO Q23)

b. What was the reason(s) given for the delay?

R1. Original problem more complicated than

expected

R2. Parts not available

R3. Found new/ additional problem

c. Were you informed about the delay ?

2. No, took MORE time than promised (CONTINUE)

(MR)

R4. Too busy to get to my vehicle

R5. Other (Specify):

Q22bR5v

1. Yes 2. No

Q23. a. When you picked up your vehicle, did someone explain to you the 1. Yes 2. No

actual work that was performed?

b. Did anyone explain your charges, if any? 1. Yes 2. No 3. No charges

c. Was the vehicle delivered to your home or did you pick 1. Delivered 2. I picked it up

it up?

Q24. a. Which statement best describes how this service visit was paid for: (MARK ONLY ONE)

1. All covered under warranty 2. I paid for all of it(GO TO Q25) (CONTINUE)

4. No charges 3. I paid for some of itb. How much did you pay for

this service? Rs.

Copyright 2006 J.D. Power and Associates -3-


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Documents

12 . JDP Main Questionnaire - Final 061020