Discussion Guide
SCREENING QUESTIONS
1. Please indicate the location where you live? (Quota applies)
China
US
Others
Please terminate in case of Others
2. We would like to know if you are a Male/Female.
Male
Female
3. Which age range are you in?
< 18 years
18 35 years
36 50 years
51- 65 years
> 65 years
Please terminate in case of a (<18 years of age)
4. We would like to know some details of the vehicle(car) you own:
Sl No. Type of Vehicle Year of Manufacture Year of Purchase Other Details (Brand, Model etc.)
1 Small
2 Mid-size
3 Sedan
4 Premium/Luxury
5 Sport
6 Utility
5. Please tell us when was the last time you got your car repaired in a service station:
Less than 6 months
7 months to 1 year
More than 1 year
Please terminate in case of c (More than 1 year)
6. We would like to know whether you have repaired you transmission box recently
Yes
No
Please terminate in case of b (No)
7. From the below given table, please let us know the problem with the transmission box and the service required for it:
Parameter Replacement Repair Details
Lack of Response
Whining, Clunking and Humming
Leaking/Low Fluid
Grinding or Shaking
Burning Smell
Refuses to Go Into Gear
Check Engine Light
Transmission Noisy in Neutral
Others
8. Please discuss what was the problem with the transmission box and what service was provided by the repair center?
.................................................. .................................................. ............................
UNDERSTANDING THE LEVEL OF CUSTOMER SATISFACTION
9. As we understand there are different types of repair centers for automobiles. Regarding the same, we would like to understand your preferences for the type of repair stations. (Multiple choice answer)
Type of Repair Stations Please select the appropriate option/s
(Multiple choice answer)
1 Automobile manufacturer owned repair stations (For e.g. Ford service station)
2 Automobile manufacturer authorized repair stations
3 Organized (national) repair centers owned by a company (e.g. AAA)
4 Independent (local) repair stations
5 Specialty automobile repair stations [ It specializes only in certain parts of the car such as brakes,mufflers and etc]
6 Online automobile repair stations [ Provides doorstep repair services and home delivery of new and used auto parts]
7 Others(Please specify________)
Why do you say so?
10. Now recalling your last repair for transmission box, please tell us the type of repair station you opted for? (Single choice answer)
Type of Repair Stations Please select the appropriate option/s
(Multiple choice answer)
1 Automobile manufacturer owned repair stations (For e.g. Ford service station)
2 Automobile manufacturer authorized repair stations
3 Organised (national) repair centres owned by a company (e.g. AAA)
4 Independent (local) repair stations
5 Speciality automobile repair stations [ It specializes only in certain parts of the car such as brakes,mufflers and etc]
6 Online automobile repair stations [ Provides doorstep repair services and home delivery of new and used auto parts]
7 Others(Please specify________)
11. On an overall basis how satisfised are you with repair station. Please rate your level of satisfaction on a scale of 5, where 5 is highly satisfied and 1 is highly dissatisfied
Highly Satisfied Satisfied Neutral Dissatisfied Highly Dissatisfied
12. Do you have any service contract with the repair station you opted for?
a. Yes
b. No
[Note: If the respondent answers a(Yes) then please ask Question 11 else go to Question 12]
Highly Likely Likely Neutral Not Likely Not at all Likely
13. We would like to know how likely would you renew your contract with the repair station? Please rate your likeliness to renew on the scale of 5, where 5 is highly likely and 1 is not at al likely
14. Please tell us how likely would you visit the same service center for your car repair, if required. Please rate your answer on a scale of 5 where 5 is highly likely and 1 is not at all likely
Highly Likely Likely Neutral Not Likely Not at all Likely
15. On a scale of 5 where 5 is highly likely and 1 is not at all likely how likely are would you recommend the repair station to your friend or relatives or collegues
Highly Likely Likely Neutral Not Likely Not at all Likely
16. We would like to understand the specific criteria you consider while selecting a repair station for your car? Please tell me how important a particular criteria is in your decision in sending your car to the repair station? Please rate the criteria on a scale of 5 where 5 is Extremely important and 1 is not at all important
Criteria Extremely Important Important Neutral Not Important Not at all important
1 Service charges
2 Spare part charges
3 Quality of service
4 Quality of spare parts
5 Post service customer support
6 Availability (24X7 available)
7 Ease of Accessibility
8 Time consumed as promised
9 On road service
10 Benefits for contract customers
11 Others (Please specify____)
17. Now thinking about the criteria you consider while selecting your a repair station for your car, please tell me how satisfied you are with the repair station last visited. Please rate the criteria level on a scale of 5 where 5 is Highly Satisfied and 1 is Highly Dissatisfied
Criteria Extremely Important Important Neutral Not Important Not at all important
1 Service charges
2 Spare part charges
3 Quality of service
4 Quality of spare parts
5 Post service customer support
6 Availability (24X7 available)
7 Ease of Accessibility
8 Time consumed as promised
9 On road service
10 Benefits for contract customers
11 Others (Please specify____)
18. Is there any other unmet requirement which you would like to convey to your service provider?
.