What are the questions that can be asked while preparing questionnaire on customer satisfaction?

CUSTOMER FEEDBACK

Customer Name:______________________________________________________

Vehicle:_____________________________ Vehicle Reg. No.:_________________ Personal/Tourist

Mobile No. :__________________________Address:________________________

Service Advisor: ________________ Job Card No:__________________________

Vehicle Problem_______________________________________________________

____________________________________________________________________

____________________________________________________________________

1) How many times have you got your vehicle SERVICED ALREADY?

Once Twice Thrice If more than three specify_________________

2) Prior Appointment/ Walk in?

3) If taken appointment/Walk-in, your appointment call/Registration at the desk was HANDLED APTLY?

Yes No Almost

4) At the registration desk, how was the receptionist's ATTITUDE towards you?

Excellent Good Average Poor

Promptness

Message Handling

Attitude

5) The appointment TIME WAS MATCHING the time the vehicle was taken for the servicing? Yes No

6) Are the employees CUSTOMER FRIENDLY, did they make you feel at Home? (IF Yes/No with reasons why) *

Yes No

7)How would you RATE SERVICE WORKSHOP? (One the scale of 1-5)

1 2 3 4 5

8) Did the service advisor UNDERSTAND YOUR PROBLEM PROPERLY? Yes No

9) Apart from the complaints of the customers has the vehicle being taken care of the otherNEWLY DISCOVERED PROBLEMS?

10) IS there any DIFFERENTATION done between one customer and another? Yes No

11) Are the services that are rendered to you, VALUE FOR MONEY? Yes No

12) Availability of spare parts and the order is being placed on time?

13) Quality of WORK UPDATES during work/repair?

14) The Standard of work /Repairs provided to your vehicle wereMANTAINED PROPERLY?

Yes No Almost

15) Were the services that were providedCOMPLETED WITHIN THE GIVEN TIME PERIOD?

Yes No Almost

16) How far was the initial estimate COST MATCHINGwith the final total cost?*

17) Is the servicing better than the previous one?* Yes No

18) How do you COMPARE the present Mahindra dealer with the previous dealer?*

19) Any comments or special staff RECOGNIOTIONS are appreciated.

20) How would you RATE OUR OVERALL SERVICE? (On the scale of 1-5)

1 2 3 4 5

21) Please provide anyfurther COMMENTS AND SUGGESTIONS that may assist us to improve our customer service.

_______________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

Sign- __________________

Thank You J