After-Sales Parts and Maintenance Satisfaction Survey Template

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Generate a customer satisfaction survey for equipment/automotive after-sales users, with 8 questions in total (3 single-choice, 1 multiple-choice, 1 scale, 1 NPS, and 2 open-ended). It must cover 5 dimensions: parts supply timeliness (e.g., lead time, stockout rate), price transparency (quotation details, hidden fees), maintenance/repair quality (first-time fix rate, maintenance effectiveness), appointment and waiting (ease of booking, on-site wait time), and warranty policy execution (warranty coverage explanation, claims process). Sample questions should be specific, e.g., 'During this repair, did the waiting time for parts match the dealership's commitment?' The NPS question should be 'How likely are you to recommend this brand's after-sales service to friends?' Target sample size should be at least 200, primarily among vehicle/equipment users with maintenance records within the past 6 months, and distributed via SMS or QR code.

Perguntas representativas incluídas

1. 1Pergunta de escolha única

   Regarding the part(s) you ordered/replaced at the dealership, did the actual waiting time match the initially promised time?

   Much faster than promisedSomewhat faster than promisedMatched the promiseSomewhat slower than promisedMuch slower than promised
2. 2Pergunta de escolha única

   Before payment, did you receive a clear itemized list of parts prices and labor charges?

   Very clear, with no hidden feesMostly clear, but a few items were not explained in advanceOnly received a total amount, no detailsNo disclosure at all
3. 3Pergunta de escolha única

   After this repair, has the same issue recurred on your vehicle/equipment during the warranty period?

   No, it was fixed on the first attemptYes, but rarely (once)Yes, multiple times (2 or more)This was a warranty repair; no follow-up inspection has been done
4. 4Pergunta de múltipla escolha

   Which channel did you use to book your appointment before visiting? Was the process smooth? (Select all that apply)

   Phone booking, smoothApp/WeChat booking, smoothWalked in without an appointmentHad an appointment but still waited a long time on site; not smooth
5. 5Pergunta de escala

   How satisfied are you with the overall waiting time (including vehicle handover, maintenance, and billing) for this visit?

   1 (Very dissatisfied)2 (Dissatisfied)3 (Neutral)4 (Satisfied)5 (Very satisfied)
6. 6NPS (Net Promoter Score)

   How likely are you to recommend this brand's after-sales service to a friend or colleague? (0-10)

   012345678910
7. 7Pergunta aberta

   When you filed a warranty or claims request, did the staff proactively explain the warranty coverage, required documentation, and claims process? If you had a negative experience, please describe it in detail.

8. 8Pergunta aberta

   What aspect of the after-sales parts and maintenance service were you least satisfied with? Please describe the specific scenario or suggest areas for improvement.