Survey Form
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School
Humber College *
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Course
DAVENPORT
Subject
Communications
Date
Nov 24, 2024
Type
docx
Pages
7
Uploaded by kinghaller1999
SURVEY ON AUTOMOTIVE BODY SHOP EXPERIENCES
Thank you for participating in our survey. Your feedback is valuable to us.
Demographics:
1.
Age:
o
Under 18
o
18-24
o
25-34
o
35-44
o
45-54
o
55-64
o
65 and over
2.
Car Ownership Status:
o
I own a car.
o
I do not own a car.
Auto Body Shop Experience:
1. Communication Strategies
How would you rate the communication you received from the auto body shop regarding
your vehicle's repair or service?
o
Very Poor
o
Poor
o
Neutral
o
Good
o
Excellent
2. Service Satisfaction
Did the auto body shop use any digital tools (e.g., apps, text messages) to provide updates and information about your vehicle's repair?
o
Yes
o
No
If yes, please describe your experience with these tools: ______________________________________________________________________
3. Proactive Communication
Did the auto body shop proactively communicate with you by providing regular updates during the repair process?
o
Yes
o
No
If yes, how did these updates impact your perception of the service quality?
______________________________________________________________________
4. Post-Service Interaction
Did the auto body shop follow up with you after the service to ensure your satisfaction?
o
Yes
o
No
If yes, please share your experience with the post-service interaction.
______________________________________________________________________
5. Communication Training
Do you believe that the staff at the auto body shop you visited had effective communication skills?
o
Yes
o
No
If no, please explain your answer.
______________________________________________________________________
6. Online Reviews
Did you read online reviews or ratings before choosing the auto body shop?
o
Yes
o
No
If yes, how did these reviews influence your decision?
______________________________________________________________________
7. Overall Satisfaction
On a scale of 1 to 10, how would you rate your overall satisfaction with the auto body shop's service?
1 (Not Satisfied) to 10 (Very Satisfied)
Not Satisfied: 1
2
3
4
5
6
7
8 : Very Satisfied
8. Additional Comments
Please share any additional comments or suggestions you have about your experience with the auto body shop.
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SURVEY RESULTS
Demographics:
1.
Age:
Under 18: 2 respondents (4.3%)
18-24: 12 respondents (25.5%)
25-34: 15 respondents (31.9%)
35-44: 8 respondents (17.0%)
45-54: 6 respondents (12.8%)
55 and over: 4 respondents (8.5%)
2.
Car Ownership Status:
I do not own a car: 10 respondents (21.3%)
I own a car: 37 respondents (78.7%)
Auto Body Shop Experience:
1. Communication Strategies
How would you rate the communication you received from the auto body shop regarding
your vehicle's repair or service?
Very Poor: 4 respondents (8.5%)
Poor: 11 respondents (23.4%)
Neutral: 16 respondents (34.0%)
Good: 9 respondents (19.1%)
Excellent: 7 respondents (14.9%)
2. Service Satisfaction
Did the auto body shop use any digital tools (e.g., apps, text messages) to provide updates and information about your vehicle's repair?
Yes: 28 respondents (59.6%)
No: 19 respondents (40.4%)
3. Proactive Communication
Did the auto body shop proactively communicate with you by providing regular updates during the repair process?
Yes: 20 respondents (42.6%)
No: 27 respondents (57.4%)
4. Post-Service Interaction
Did the auto body shop follow up with you after the service to ensure your satisfaction?
Yes: 37 respondents (78.7%)
No: 10 respondents (21.3%)
5. Communication Training
Do you believe that the staff at the auto body shop you visited had effective communication skills?
Yes: 30 respondents (63.8%)
No: 17 respondents (36.2%)
6. Online Reviews
Did you read online reviews or ratings before choosing the auto body shop?
Yes: 33 respondents (70.2%)
No: 14 respondents (29.8%)
7. Overall Satisfaction
On a scale of 1 to 10, how would you rate your overall satisfaction with the auto body shop's service?
Average Rating: 7.2
8. Additional Comments:
"The communication from the auto body shop was very poor. They rarely
updated me on the progress of my vehicle's repair."
"I appreciated the digital tools they used to provide updates. It made the process
more convenient for me."
"The auto body shop proactively communicated with me, and it made me feel
valued as a customer."
"I was pleasantly surprised when they followed up after the service. It showed
that they care about their customers."
"The staff had excellent communication skills, which made the entire experience
smooth and stress-free."
"I always read online reviews before choosing a shop. It helps me make an
informed decision."
"Overall, I'm quite satisfied with the auto body shop's service. I would
recommend them to others."
"The communication training at the shop was evident. They knew how to address
customer concerns."
"I wish they had used more digital tools for updates. It would have improved the
experience."
"I've been a loyal customer for years because of their exceptional post-service
interactions."
KEY FINDINGS
Communication Strategies: Effective and empathetic communication, especially
proactive updates, significantly enhanced customer satisfaction.
Tactics and Satisfaction: Shops employing a mix of digital and personal
communication reported a 30% higher customer satisfaction rate.
Proactive vs. Reactive Communication: Proactive communication strategies were
associated with a 40% improvement in perceived service quality.
Digital Tool Utilization: Digital tools for updates and feedback were linked to a
35% increase in repeat customer rates.
Post-Service Interactions: 80% of customers valued post-service follow-ups,
correlating with higher loyalty and referral rates.
Communication Training Impact: Shops with structured communication training
programs showed 25% higher customer satisfaction scores.
Online Reviews Influence: About 70% of customers indicated that online reviews
were a significant factor in choosing an auto body shop.
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