Sales Questionnaire
MSI Customer Survey (For Sales / Delivery)
  Date
Respondent's Full Name
Address
City/Town Country P.O Box
Telephone Number Date
Vin No. Model
E-mail Id Date of Purchase


MSI Customer Survey (For Sales / Delivery)
MAIN QUESTIONNAIRE
ABOUT YOUR PURCHASE EXPERIENCE
Q3"How would you rate your Mazda salesperson by giving the score from
"Excellent", "Very Good", "Good", "Fair" or "Poor".
(Repeat the underline wording for the first 3 statements)
  Excellent Very Good Good Fair Poor
a. The way you were greeted
b. Appearance and dress
c. Ability to listen and understand requirements
d. Honesty/sincerity during the negociations
e. Making you feel comfortable during your discussion
f. Knowledge of Mazda vehicles features
g. The way of car presentation
h. Information on servicing your car
i. Explanation of vehicle's warranty coverage
j. Explanation of any methods of financing your purchase
k. Fulfillment and commitments during sales
l. Explanation of Mazda accessories available


ABOUT DEALERSHIP FACILITY
Q4How would you rate dealer facility you visited by giving the score from
"Excellent", "Very Good", "Good", "Fair" or "Poor".
(Repeat the underline wording for the first 3 statements)
  Excellent Very Good Good Fair Poor
a. Availability of parking
b. Visibility of various signboards
c. Cleanliness and appearance of facility
d. Presentation and display of vehicle
e. Appearance of showroom
f. Comfort of showroom
g. Convenience of location
h. Information on servicing your car

 

MSI Customer Survey (For Sales / Delivery)
MAIN QUESTIONNAIRE
ABOUT YOUR TEST DRIVE
Q5 Were you offered a test drive in the relavant model by the dealer? Yes No
ABOUT DEALERSHIP FACILITY
Q6 How would you rate about the delivery of your new vehicle by the score giving from
"Excellent", "Very Good", "Good", "Fair" or "Poor".
(Repeat the underline wording for the first 3 statements)
  Excellent Very Good Good Fair Poor
a. Explanation of the owner's manual
b. Explanation of the warranty information booklet
c. Explanation of vehicle service requirements
d. Explanation of the information about the service dept.
e. Explanation of the controls of your new Mazda
f. Demonstration of new Mazda clean and undamaged

Did someone at the dealership :
  Yes No
g. Use a delivery checklist when delivering your new Mazda
h. Introduce you to a person in the service department
Q7 How would you rate the condition of your new Mazda at the delivery?
  Excellent Very Good Good Fair Poor
a. Exterior cleanliness
b. Exterior undamaged
c. Interior cleanliness
d. Interior undamaged
e. Operation of vehicle
Q8 Was the new car delivered at the promised time? Yes No
a. Were you advised that there would be the delay? Yes No
Q9 Were you contacted by the dealer after delivery to check
that everything was satisfactory?
Yes No
  Excellent Very Good Good Fair Poor
a. How would you evaluate the follow-up contact?
MSI Customer Survey (For Sales / Delivery)
MAIN QUESTIONNAIRE
ABOUT YOUR OVERALL EXPERIENCE
Q10 Would you let me know if you (Read each question) by giving the score from
"Definitely would","Probably would","Can't say either","Probably would not" or "Definitely would not".
  Definitely would Probably would Can't say either Probably would not Definitely would not
a. Recommend Mazda or the same model of your car to friend or relative?
b. Recommend this dealership to a friend or relative as a place to purchase a new vehicle?
c. Buy a car from same dealer again if you were to replace your car with another?
 
Q11 How would you rate your overall satisfaction by giving the score from
  "Excellent", "Very Good", "Good", "Fair" or "Poor".
  Excellent Very Good Good Fair Poor
a. Your Mazda dealership
 
ADDITIONAL COMMENTS
Q12 If you have any comment to Mazda or dealership, please let me know.
 
 
  Do you want to inform the distributor of your comments and/or want to have their reply?
  Yes No
 
Thank you very much for sharing your precious time and we will feedback your evaluation to
realize the high level of customer satisfacition.
 
 

 



Service Questionnaire
MSI Customer Survey (For Service / Parts)
  Date
Respondent's Full Name :
Address :
City/Town : Country : P.O Box
Email Id. Contact No.
Vehicule Vin No. Model.
Last Visit


MSI Customer Survey (For Service / Parts)
MAIN QUESTIONNAIRE
ABOUT YOUR SERVICING DEALER
Q1 Where have you mainly had your Mazda serviced over the past year?
  At the selling dealer At a non Mazda dealera
a. Why did you decide this? Please select as much as you like.
  Convenience Quality of service
  Warranty Price
(If the customer have never had his/her Mazda serviced at a Mazda dealer, finish the survey with thanksgiving)
 
ABOUT THE SERVICE DEPARTMENT
Q3 How would you rate your Mazda service department by giving the score from
  "Excellent", "Very Good", "Good", "Fair" or "Poor".
  (Repeat the underline wording for the first 3 statements)
 
  Excellent Very Good Good Fair Poor Does not apply
a. Promptness/coutesy in answering your phone calls
b. Ease of obtaining an appointment
c. Accomodating minor repairs without prior appointment
i. Promptness of service/repair work
j. Work completed on time
l. Fairness of labor price
m. Fairness of parts price
n. Cleanliness of vehicle on collection
 
ABOUT YOUR SERVICE ADVISER
Q4 How would you rate the person who wrote up your service order by giving the score from
  "Excellent", "Very Good", "Good", "Fair" or "Poor".
  (Repeat the underline wording for the first 3 statements)
 
  Excellent Very Good Good Fair Poor
a. Appearance and dress
b. Promptness in greeting you and writing up your order
c. Coutesy and helpfulness
d. Product knowledge and expertise
e. Identification & understanding of problem
f. Assistance with alternative transport
g. Providing a cost estimation and obtaining agreement in advance
h. Advising you of additional service or maintenance needed
i. Clear explanation of the work done and price charged


MSI Customer Survey (For Service / Parts)
MAIN QUESTIONNAIRE
ABOUT YOUR SERVICE EXPERIENCE
Q5 For the last repair, was the problem fixed correctly the first time
  you brought it to the dealership for repair?
  Yes No Has not required a repair
a. why wasn't the work carried out?
  Service dept. schedule too full charged
  Necessary parts not in stock / Dealer obtained wrong parts
  Service department did not find your problem
  Service department understood your problem but said it was normal
  Service department attempted a repair but did not correct your problem
  Others     Specify
 
  Yes No
Q6 Were you advised of your next scheduled service?
Q7 Were you contacted by the dealership following service work
  to see if the work was performed to your satisfaction?    
a. How would you evaluate the follow-up contact?
  Excellent Very Good Good Fair Poor
 
Q8 Have you had any warranty work performed on your car?
  Yes No
a. How would you evaluate the dealership's attitude and explanation concerning warranty work?
  Excellent Very Good Good Fair Poor
 
ABOUT THE PARTS DEPARTMENT
Q9 How would you rate the parts department of dealership by the score giving from
  "Excellent", "Very Good", "Good", "Fair" or "Poor".
  (Repeat the underline wording for the first 3 statements)
  Excellent Very Good Good Fair Poor
d. Abailability of parts
e. Availability of accessories


MSI Customer Survey (For Service / Parts)
MAIN QUESTIONNAIRE
ABOUT YOUR OVERALL EXPERIENCE
Q10 Would you let me know if you (Read each question) by giving the score from
  "Definitely would", "Probably would", "Can't say either", "Probably would not" or "Definitely would not".
 
  Definitely would Probably would Can't say either Probably would not Definitely would not
a. Go to this dealership when you need repair or maintenance on a new Mazda that is not covered by warranty?
c. Recommend this dealership to a friend or relative as a place to purchase a new vehicle?
d. Buy a car of Mazda or the same model again if you were to replace your car with another?
e. Buy a car from same dealer again if were to replace your car with another?
 
Q11 How would you rate your overall satisfaction by giving the score from
  "Excellent", "Very Good", "Good", "Fair" or "Poor".
  Excellent Very Good Good Fair Poor
a. Your Mazda dealership
b. Your Mazda vehicle quality
c. Your overall experience
 
ADDITIONAL COMMENTS
Q12 If you have any comment to Mazda or dealership, please let me know.
 
 
  Do you want to inform the distributor of your comments and/or want to have their reply?
  Yes No
 
Thank you very much for sharing your precious time and we will feedback your evaluation to
realize the high level of customer satisfacition.
 
 
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