Auto 4S Dealership Service Satisfaction Survey Template

Generation Prompt

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Please design a satisfaction survey for car owners who recently purchased a vehicle or had maintenance/repair services at a 4S dealership. The target respondents are customers who visited the store within the past 6 months. Key focuses include the professionalism of sales reception, completeness of the test drive process, smoothness of the delivery experience, transparent quoting and quality of maintenance/repair, reasonableness of waiting time, and follow-up care. The survey consists of 8 questions: 5 single-choice, 1 multiple-choice, 1 NPS, and 1 open-ended. Sample questions must be specific, such as 'Was the time spent explaining vehicle functions during delivery sufficient?' Avoid generic questions. The recommended sample size is 200 or more, and after collection, cross-tabulate the data by grouping respondents based on their NPS score.

Sample questions

1. 1Single choice

   Did the sales consultant proactively ask about your vehicle needs and provide explanations accordingly during the reception?

   Very proactive and professionalSomewhat proactive but a bit genericAverage; only introduced the featuresRather passive; only answered when askedNo explanation at all
2. 2Single choice

   How satisfied are you with the design of the test drive route (e.g., covering urban roads, bumpy sections)?

   Very satisfied; the route was diverseSatisfied; basically met my expectationsAverage; the route was too shortDissatisfied; just drove around the dealership
3. 3Single choice

   During the vehicle delivery, did the staff demonstrate functions (e.g., smart system, driving assistance) in detail and confirm that you understood them?

   Very detailed demonstration and hands-on guidanceQuite detailed demonstration but no hands-on practice for meBriefly demonstrated the main functionsNo demonstration; just handed over the keysNo explanation at all
4. 4Single choice

   Before the maintenance/repair, did the service advisor provide a written quote and explain what each item was for?

   Always provided a clear written quoteProvided a quote but the explanation was not detailedOnly verbally informed me of the total priceNo quote in advance; only knew when payingNo mention of cost at all
5. 5Scale

   How satisfied are you with the quality of this maintenance/repair (e.g., extent of problem resolution, vehicle cleanliness)?

   1 point2 points3 points4 points5 points
6. 6Multiple choice

   During your wait at the dealership, which of the following services made you feel valued? (Select all that apply)

   Complimentary drinks or snacksEntertainment facilities in the lounge (WiFi/TV, etc.)Real-time updates on repair progressAbility to watch the repair process remotelyNo particular service
7. 7NPS

   How likely are you to recommend this 4S dealership's car purchase or maintenance/repair services to friends and family?

   0-10 points0-10 points0-10 points0-10 points0-10 points
8. 8Open text

   Compared to the aspects we just discussed (pre-sales and after-sales), what is the one thing you would most like us to improve?