1. QUESTIONARE ON
MEASURING CUSTOMER SATISFACTION LEVEL AND SERVICE QUALITY IN
AUTHORIZED SERVICE STATIONS OF TWO WHEELERS.
OBJECTIVES:
1. To check whether the need and wants of customers are catered properly.
2. To study the satisfaction level of customers toward authorized service
stations
3. Perception of customers towards value added services
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Name of the Respondent: …………………………
Gender: ....................
Age group: 18-30 ..............
31-45 ..............
More than 45 ..............
Occupation: Service ..............
Business ..............
Student ..............
Any other ..............
1. Rate the following attributes/features which satisfy need and wants
Please Rate the following from 1-5, (1 for lowest and 5 for highest)
S.NO Attributes 5 4 3 2 1
1. Amount of time did the service advisor took in
attending to you and the whole process of
getting your vehicle into service
2. Cleanliness and appearance of the vehicle
3. Courtesy in serving you

2. 4. Was the work done right first time
5. Understanding of problem with the vehicle
6. Were all the demanded repairs completed
7. Availability of spare parts for service
2. Rate the following attributes/features according to your satisfaction level
Please Rate the following from 1-5, (1 for lowest and 5 for highest)
S.NO Attributes 5 4 3 2 1
1. Timely delivery of vehicle
2. Explanation of work done and charges at the
time of delivery
3. How well you spent your time while service
was being completed :-
a) Proper sitting facilities
b) Newspaper and magazines
c) Refreshments
4. Were any dispute resolved immediately
5. Fairness in handling operations
a) special reference
b) queue management
3. Rate the following attributes/features according to perception towards value
added services
Please Rate the following from 1-5, (1 for lowest and 5 for highest)

3. S.NO Attributes 5 4 3 2 1
1. Intimation through calls or SMS for the
“service due” date to get your vehicle serviced
2. Were you contacted after service to check your
satisfaction with the service done
3. Developing a personal rapport with customer
4. Suggestions regarding maintenance of vehicle
4. over all, please rate the dealership’s performance of service and repairs
5 4 3 2 1
5. Based on your overall experience with the service centre, would you
recommend the workshop to friend or relative?
a) Definitely Yes O b) Probably Yes O
c) Definitely No O d) Probably No O
THANKS FOR YOUR VALUABLE TIME