KIA MOTORS Customer Satisfaction Survey

1. Have you owned any other vehicle prior to purchasing a KIA?
What model did you own?

Go to question 4
2. (If You owned a previous vehicle) Which facility did you use most often for repair (non-warranty) or maintenance (tuneups/ oil changes/ routine maintenance, etc.)? Please check one :
Go to question 4
Please specify:
3. Why did you use a facility other than the dealership where you purchased your previous vehicle? Please check up to 3 reasons :




Please specify:
4. What is the total number of times you have used repair or maintenance service for your KIA since you bought it? (including warranty service)
time(s)
5. How many times did you pay for the service?
time(s)
6. Which repair/ maintenance service facility do you use most frequently? (excluding warranty) Please check one facility about your KIA :
Go to question 8
Please specify:
7. Why did you use a facility other than the dealership where you purchased your vehicle? Please check up to 3 reasons:




Please specify:
8. Thinking about the KIA dealership:
Were you notified by the dealership when your vehicle was due for routine maintenance?

Were you contacted when the service/repair was completed?

(If charged) was an estimate of any charges provided before the work was performed?

Were you contacted by the dealership following service or repair to see if the work was performed to your satisfaction?
9. How would you rate your satisfaction regarding the following items?
++ Extremely Satisfied
+ Somewhat Satisfied
0 Neutral
- Somewhat Dissatisfied
-- Extremely Dissatisfied
(Before service has been performed)
Ease of obtaining appointment for service
Promptness in writing up your service order
Courtesy and respect extended to customers
Helpfulness in listening to your service needs
Asked you questions to clarify your needs
Understood the specific problem(s) with your vehicle
Overall performance of the dealership reception
(After service has been performed)
Promptness in having your vehicle ready when promised
Explanation of work performed on your vehicle
Explanation of charges for work performed
Fairness of charges for service work performed
The process of paying for the service
Cleanliness and appearance of vehicle after service
Overall satisfaction with experience after your vehicle was serviced
(Regarding User Friendly Service and Facility Convenience)
Consideration for your time
Convenient days and hours of operation
Convenience of location
Convenience of parking in the service department
Cleanliness of service counter/customer waiting lounge
Variety of amenities (eg. beverages, magazines, TV) in customer waiting lounge

Valuing you as a customer
Overall satisfaction with user friendliness and convenience of service

(Regarding service or repair performance)

Ability to diagnose problems properly
Quality of work performed on your vehicle
Thoroughness in fulfilling your requests
Availability of parts for service
Overall satisfaction with service or repair performance
10. Regarding your KIA repair experience since you have purchased it :
please check which repair problem(s) you have experienced with KIA and
how many repair attempts have been made at KIA.
(No. of repair attempts made at KIA)
Wind Noise
Water Leaks
Squeaks and rattles
Steering and Handling
Engine (including cooling system, oil leaks, etc.)

Transmission/ Clutch
Brakes
Heater/ Defroster/ Air Conditioning

Electrical/ Accessories (including instrumentation)

Radio/ Radio Cassette
Interior Fit and Finish (including seats, carpet, dashboard)

Exterior Paint and Moldings
Body (including doors, bonnet, boot/ hatch)

Tires
11. Regarding your most recent service, was the work carried out right the first time?
Go to question 13

Continue with question 12
12. If not, what was the problem? Please check all that apply:




Please specify:
13. Please tell us about your overall satisfaction with KIA. Please check one for each item:
++ Extremely Satisfied
+ Somewhat Satisfied
0 Neutral
- Somewhat Dissatisfied
-- Extremely Dissatisfied
How satisfied are you with your KIA vehicle?
How satisfied were you with your service experience?
When considering your vehicle and the service, how satisfied are you overall?
14. What type of service facility are you most likely to use in the future for the following services?
(During the WARRANTY Period)
(After the WARRANTY Period)

Oil change
Other Routine Maintenance
Repair
15. Would you recommend the KIA dealership you used to others?
16. Would you recommend a KIA vehicle to others?
17. Would you like to use the KIA dealership again for repair and maintenance service?
18. Would you like to purchase a KIA vehicle again?

Go to question19

Go to question19
19. Why would you not likely to purchase a KIA vehicle again? Please check one :



Please specify:
20. What is your gender?
21. What is your age?


22. What is your annual household income before taxes?
23. Your personal details :
Name:
E-mail address:

Tel No.:
Mailing Address: