QUESTIANNAIRE

Name Age Sex

1. Educational qualification S.S.L.C P.G U.G OTHER

2. Occupation Professional Govt. Service Business Other

3. Annual income of family Below 100000 300000-500000 100000-300000 500000& above

1. Making you feel comfortable Excellent Very Good Good

Fair Poor 2. Working as a team to best satisfy you. Excellent Fair Very Good Poor Good

3. Making you confident that this was the right vehicle Excellent Very Good Good

Fair Poor 4. Handling your purchase in a professional and timely manner Excellent Very Good Good

Fair Poor 5. Where all yor questions answered at the time of delivery Yes No

6. Was enough time spent with you at the delivery time Yes No

7. Was the delivery of your vehicle a pleasant experience Yes No

8. Was the exterior clean and undameged Yes No

9. Was it delivered with all the features promised Yes No

10. Did they have you throughly inspect the vehicle Yes No

11. Was the vehicle maintenance schedule explained to you Yes No

12. Were all operating controls explained to you Yes No

13. Were all the terms of warranty explained to you Yes No

14. Was the Owners Manual explained to you Yes No 15. Were you introduced to someone in the service department Yes No

16. Has the dealer contacted you regarding yor satisfaction Yes No

17. When you rceived your new vehicle was it problem free Yes 18. Your sales person Totally Satisfied Somewhat Dissatisfied 19. Your finance person Totally Satisfied Somewhat Dissatisfied 20. The way your vehicle was delivered to you Totally Satisfied Somewhat Dissatisfied 21. Your overall purchase experience Totally Satisfied Very Satisfied Somewhat Satisfied Very Satisfied Somewhat Satisfied Very Satisfied Somewhat Satisfied Very Satisfied Somewhat Satisfied No

Very Dissatified

Very Dissatified

Very Dissatified

Somewhat Dissatisfied 22. Your new vehicle Totally Satisfied Somewhat Dissatisfied 23. Were you offered a test drive Yes, offered and taken Yes, offered but not taken No, not offered

Very Dissatified

Very Satisfied

Somewhat Satisf

Very Dissatified

24. Overall, how would you rate the thoroughness of your test drive Excellent Very Good Good

Fair Poor 25. How satisfied were you with the process used to determine the vehicle value Totally Satisfied Somewhat Dissatisfied Very Satisfied Somewhat Satisf

Very Dissatified

26. With whom at the dealership did you primarily discuss your vehicles financing agreement Your Salesperson Other Salesperson Other ( finance, insurance or business office person) 27. In addition to your sales or financing person, did you talk to a sales manager or other dealership personnel when finalizing yor purchase Yes No 28. How satisfied where you with their performance Totally Satisfied Somewhat Dissatisfied Very Satisfied Somewhat Satisf

Very Dissatified

29. 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 Comfortable 30. Overall, how would you rate the dealership staff that you bouught the vehicle from Excellent Fair Very Good Poor Good

31. Have you contacted the dealership where you brought your new vehicle about a problem with your vehicle or the way you wre treated Yes No, no problems No, I did not contact the dealer aithough there was a problem 32. How many times did you contact the dealership to try to resolve your problem 1 2+

33. Has the problem been resolved Yes No, but it is being resolved No, and I dont think it will be resolved 34. How satisfied are you with the action taken by the dealership to resolve your problem Totally Satisfied Somewhat Dissatisfied Very Satisfied Somewhat Satisf

Very Dissatified

35. Based on your experience, how likely would you be to purchase another vehicle of this brand, if you had to replace it today. Definitely would Probably would Might or might not

Probably would not

Deinitly would not

36. Based on your overall experience, how likely would you be to purchase another vehicle from this dealer Definitely would Probably would not Probably would Deinitly would not Might or might not

37. What was the single most important reason for initially shopping at the dealer where you bought your new vehicle Advertisment ( TV,radio, newspaper..etc) Previous experience with the dealer Recommended by others Location and availability