CUSTOMER SATISFACTION SURVEY QUESTIONNAIRE FOR CUSTOMERS

Dear Respondent,

I am conducting a Senior High School research on Customer Satisfaction involving automotive

establishment and your customers. Kindly answer the questionnaire with honesty and enthusiasm.

Thank you very much for your collaboration. Your responses will be treated with utmost
confidentiality.

Personal Data
Name: Name of Shop:
Age: Address of Shop:
Gender: Male Female
Vehicle Serviced:
Civil Status: Single Married Separated
Highest Educational Attainment: Service Availed:
Work: Amount Paid:

On your most recent service visit, how would you rate the shop on the following areas?
Poor Fair Good Very Excellent N/A
Good
Quality of work performed

Avoiding inconveniencing
you

Making you feel comfortable

Willingness to go out of their

way to satisfy you

Friendliness and helpfulness

of cashiers

Having convenient hours for

service

Ease of obtaining an
appointment

Quickly acknowledging your

arrival

Promptness in handling
repair work

Arranging replacement

Performance of repairs

Clean, comfortable waiting

area
 On-time delivery

Reasonable price of
services/products

Did the following things occur on your most recent service visit?
Yes No N/A
You were explained the work
to be performed before hand.

You were explained the work

performed and the break
down of the charges.

You were informed when

your vehicle was ready.

The paperwork was

completed and waiting for
you when you arrived

They contacted you to

ensure the work was
performed to your
satisfaction

What can you say about the location of the shop? ____________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
______________________________________________________________________________.

Does the location of the shop in any way affect your choice of automotive shop? ______
Why? _______________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
______________________________________________________________________________.

With the quality of service rendered to you, are you willing to return to this shop in the
future? ________ Why? ______________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
______________________________________________________________________________.
Are you willing to recommend this shop to you friends? ________ Why? _______________
_____________________________________________________________________________________
_____________________________________________________________________________________
______________________________________________________________________________.

Thank you very much for completing the survey.

_______________________________
Respondent