Auto Purchase/ Lease Satisfaction Survey Template

Auto Purchase/ Lease Satisfaction Survey Template provides researchers a set of 25 questions which can be customized to gain insights about a customer’s purchasing experience. The automobile industry thrives on customer satisfaction and each automobile retailer ensures that their customers are content with the offered services. A sample questionnaire such as this one can be used to obtain information about whether the customers had a satisfactory visit or not, the quality of provided test drive, demographic details etc.

Purchasing an automobile is one of the basic necessities across the globe. Whether it is a student or a person going to a regular job or even just a parent, an automobile is one of is required to commute between destinations.

The Automobile sector is segregated in various classes namely the common passenger vehicles, the transport vehicles and the luxury vehicles. A purchase of an automobile is based on factors such as price, brand value, specifications but most importantly it’s service provided after the purchase. Service is one of the most prominent sectors when it comes to customer experience. It is very vital to know the manufacturer’s dedication towards providing service before purchasing a vehicle. It is something that plays a considerable role in the buying decision as to ease of access to service, tie ups with accessory manufacturers, orientation towards customer service etc.

An automobile buyer always does his research thoroughly considering all the factors and as a manufacturer, it is always profitable to give out relevant information and coax a consumer towards a purchase with your brand even before questions are forthcoming.


 
 
Dear Customer:

As the manager of [COMPANY], I want to thank you for your decision to purchase or lease a car from us. Please help us by taking a few of minutes to tell us about your experience. We appreciate your business and want to make sure we meet your expectations. Attached, you will find a coupon good for ...... We hope that you will accept this as a token of our good will.

Sincerely,
[MANAGER_NAME]
Manager
 
Please rate our employee who provided customer service.
EXCELLENT VERY GOOD GOOD FAIR POOR
Made you feel comfortable
Worked as a team to best satisfy you
Made you confident that this was the right vehicle
Handled your purchase in a professional and timely manner
 
 
YES NO
Were all your questions answered at the time of delivery?
Was enough time spent with you when your vehicle was delivered?
Was the delivery of your vehicle a pleasant experience?
Was the exterior clean and undamaged?
Was it delivered with all the features promised?
Did our staff have you thoroughly inspect the vehicle?
Was the vehicle's maintenance schedule explained to you?
Were all operating controls explained to you?
Were all the terms of the warranty explained to you?
Was the Owner's Manual explained to you?
 
 
YES NO
Were you introduced to someone in the service department?
Did the car come with a full tank of gas?
Has the dealer contacted you regarding your satisfaction?
Was your vehicle problem-free when you received it?
 
 
FIXED NOT FIXED N/A
Air conditioning, heater or defroster
Body (including doors, hood, trunk or sunroof)
Brakes
Electrical or accessories (including instruments)
Engine (including cooling system)
Exterior paint, molding or decals
Fluid level or leaks
Interior fit and finish (including seats, carpet and dashboard)
Operation of exterior and interior lights
Radio, cassette or CD player
 
 
FIXED NOT FIXED N/A
Seats, seatbelts (operations or appearance)
Squeaks and rattles
Steering and handling
Tires and wheels (balance, alignment, or inflation)
Transmission or clutch
Water leaks
Wind Noise
Other
 
 
TOTALLY SATISFIED VERY SATISFIED SOMEWHAT SATISFIED SOMEWHAT DISSATISFIED VERY DISSATISFIED
Your salesperson
Your finance person
The way your new vehicle was delivered to you
Your overall purchase experience
Your new vehicle
 
 
VERY LIKELY SOMEWHAT LIKELY NEUTRAL SOMEWHAT UNLIKELY EXTREMELY UNLIKELY
Buy or lease this vehicle brand
Buy or lease from this dealer
 
 
Were you offered a test drive?

 
Yes, offered and taken
 
Yes, offered but not taken
 
No, not offered
 
 
Overall, how would you rate the thoroughness of your test drive?
 
Excellent
 
Very Good
 
Good
 
Fair
 
Poor
 
 
Did you buy or lease your new car?
 
Bought
 
Leased
 
 
Did you trade in a vehicle as part of your transaction?
 
Yes
 
No
 
 
How satisfied were you with the process used to determine the trade-in value?
 
Totally satisfied
 
Very Satisfied
 
Somewhat Satisfied
 
Somewhat Dissatisfied
 
Very Dissatisfied
 
 
With whom at the dealership did you primarily discuss your vehicle's financing agreements?
 
Your Salesperson
 
Other Salesperson
 
Other (finance, insurance or business office person)
 
 
In addition to your sales or finance, did you talk to other dealer personnel when finalizing your purchase or lease?
 
Yes
 
No
 
 
How satisfied were you with their performance?
 
Totally Satisfied
 
Very Satisfied
 
Somewhat Satisfied
 
Somewhat Dissatisfied
 
Very Dissatisfied
 
 
Overall, how comfortable were you with the way the dealership worked with you to determine the final price or monthly payments for your new vehicle?
 
Extremely comfortable
 
Very comfortable
 
Somewhat comfortable
 
Somewhat uncomfortable
 
Very uncomfortable
 

Overall, how would you rate the dealership staff that you bought or leased the vehicle from?
 
Excellent
 
Very good
 
Good
 
Average
 
Bad
 

Which of the following did you do when taking possession of your new vehicle? (Select all that apply)
 
Note the mileage
 
Look over the bodywork
 
Make sure the car is complete (spare tire, tire-changing equipment, owner's manual etc)
 
Get run down from the salesperson about the features of the car
 
Take a final test drive

 
 
Have you contacted the dealership about a problem with your vehicle or the way you were treated?
 
Yes
 
No, there weren't any problems
 
No, I did not contact the dealer although there were problems
 
 
How many times did you contact the dealership to try to resolve your problem?
 
1
 
2+
 
 
Has the problem been resolved?
 
Yes
 
No, but it is being resolved
 
No, and I don't think it will be resolved
 
 
How satisfied are you with the actions taken by the dealership to resolve your problem?
 
Totally Satisfied
 
Very Satisfied
 
Somewhat Satisfied
 
Somewhat Dissatisfied
 
Very Dissatisfied
 
 
Overall, how satisfied are you with...
 
 
Based on your overall experience, how likely would you be to purchase another vehicle of this brand in the future.
 
Definitely would
 
Probably would
 
Might or might not
 
Probably would not
 
Definitely would not
 
 
Based on your overall experience, how likely would you be to purchase or lease another vehicle from this dealer?
 
Definitely would
 
Probably would
 
Might or might not
 
Probably would not
 
Definitely would not
 
 
What was the single most important reason for initially shopping at the dealer where you bought or leased your new vehicle?
 
Advertising (TV, radio, newspaper etc)
 
Previous experience with the dealer
 
Recommended by others
 
Location
 
 
We would appreciate your completing the following information to help us classify your responses:

Sex:
 
Male
 
Female
 
 
Age
 
Under 25
 
25-34
 
35-44
 
45-54
 
55-64
 
65 or over
 
 
If you would like to tell us something about your purchase or ownership experience that has not been covered in this survey, please type your comments in the box provided. Thank you for your patronage and for helping us to better serve you.
   
 
 
Thank you for your feedback. We sincerely appreciate your honest opinion and will take your input into consideration while providing products and services in the future.



If you have any comments or concerns about this survey please Contact: -

Company Name

Address 1

Address 2

City, State, ZipCode
 

How to conduct an Automobile Purchase Survey?

Conducting a pre, during and post purchase survey can help the manufacturer lockdown on the aspects of the brand that are driving up sales and those that are not. These survey questions could hinge around price, features, ease of purchase, financing options, after sales support, staff at the point of sale and so and so forth.

It is seen that when the customer is privy to the feel good factor of the purchase process, it takes a lot lesser to sell and the purchase process is smooth and quick. If the survey questions are framed right, an automobile dealer already knows how to make the customer comfortable and help make an informed purchase.

Customer Experience:

The market insights extracted from a survey will not only help you to understand your customer needs but will also help you to know your weak sectors where you need to focus on providing the best experience to your customers.

For example, when a customer purchases an automobile from you, it is dominant for you to know the expectations that he keeps with the service. Knowing the area interests such as the location of comfort for maintenance services, availability of spare parts, insurance services and finances are few to mention. This will help you build a relationship with the customer and in turn an optimistic referral and publicity in the market vicinity of the customer.

Never forget, a happy customer is your key to success and the market survey will help you achieve it!

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