1. Dear Customer:
As the manager of [COMPANY], I want to thank you for your
decision to purchase or lease a car from us. Please help us serve
you better by taking a couple of minutes to tell us about the
service that you have received so far. We appreciate your
business and want to make sure we meet your expectations.
Attached, you will find a coupon good for ...... We hope that you
will accept this as a token of our good will.
Sincerely,
[MANAGER_NAME]
Manager
EXCELLENT
VERY GOOD FAIR
GOOD
Making you feel comfortable
Working as a team to best
satisfy you
Making you confident that
this was the right vehicle
Handling your purchase in a
professional and timely
manner
YES
Were all your
questions answered at
the time of delivery?
Was enough time
spent with you at the
delivery time?
Was the delivery of
your vehicle a pleasant
NO
POOR

2. experience?
Was the exterior clean
and undamaged?
Was it delivered with
all the features
promised?
Did they have you
throughly inspect the
vehicle?
Was the vehicle's
maintenance schedule
explained to you?
Were all operating
controls explained to
you?
Were all the terms of
the warranty explained
to you?
Was the Owner's
Manual explained to
you?
YES
Were you introduced
to someone in the
service department?
Did the car come with
a full tank of gas?
Has the dealer
contacted you
regarding your
satisfaction?
When you received
your new vehicle was
it problem free?
NO

3. FIXED
NOT FIXED
N/A
FIXED
NOT FIXED
N/A
Air conditioning, heater
or defroster
Body (including doors,
hood, trunk or sunroof)
Brakes
Electrical or
accessories (including
instruments)
Engine (including
cooling system)
Exterior paint, molding
or decals
Fluid level or leaks
Interior fit and finish
(including seats, carpet
and dashboard)
Operation of exterior
and interior lights
Radio, cassette or CD
player
Seats, seatbelts
(operations or
appearance)
Squeaks and rattles
Steering and handling
Tires and wheels
(balance, alignment, or
inflation)
Transmission or clutch
Water leaks
Wind Noise

4. Other
TOTALL
Y
SATISFI
ED
VERY
SATISFI
ED
SOMEWH
AT
SATISFIE
D
SOMEWHA
T
DISSATISF
IED
VERY
DISSATISF
IED
Your
salespers
on
Your
finance
person
The way
your new
vehicle
was
delivered
to you
Your
overall
purchase
experienc
e
Your new
vehicle
ENCOURA
GE A LOT
Buy
or
lease
this
vehicl
e
brand
ENCOURA
GE A
LITTLE
NEITHER
ENCOURAN
GE NOR
DISCOURA
GE
DISCOURA
GE A
LITTLE
DISCOURA
GE A LOT

5. Buy
or
lease
from
this
deale
r
Were you offered a test drive?
Yes, offered and taken
Yes, offered but not taken
No, not offered
Overall, how would you rate the thoroughness of your test drive.
Excellent
Very Good
Good
Fair
Poor
Did you buy or lease your new car?
Bought
Leased
Did you trade in a vehicle as part of your transaction?
Yes
No

6. How satisfied were you with the process used to determine the
trade-in value?
Totally satisfied
Very Satisfied
Somewhat Satisfied
Somewhat Dissatisfied
Very Dissatisfied
With whom at the dealership did you primarily discuss your
vehicle's financing agreements?
Your Salesperson
Other Salesperson
Other (finance, insurance or business office person)
In addition to your sales or financing person, did you talk to a
sales manager or other dealership personnel when finalizing
your purchase or lease?
Yes
No
How satisfied were you with their performance?
Totally Satisfied
Very Satisfied
Somewhat Satisfied
Somewhat Dissatisfied
Very Dissatisfied

7. 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 uncomfortable
Overall, how would you rate the dealership staff that you bought
or leased the vehicle from:
Excellent
Very good
Good
Average
Bad
Thinking about when you took possession of your new vehicle,
did you:
Note the mileage
Look over the bodywork
Make sure the car is complete (spare tire, tire-changing equipment,
owner's manual etc)
Get run down from the salesperson about the features of the car
Take a final test drive
Have you contacted the dealership where you bought or leased
your new vehicle about a problem with your vehicle or the way

8. you were treated?
Yes
No, no problems
No, I did not contact the dealer although there were problems
How many times did you contact the dealership to try to resolve
your problem?
1
2+
Has the problem been resolved?
Yes
No, but it is being resolved
No, and I don't think it will be resolved
How satisfied are you with the actions taken by the dealership to
resolve your problem?
Totally Satisfied
Very Satisfied
Somewhat Satisfied
Somewhat Dissatisfied
Very Dissatisfied
Overall, how satisfied are you with...

9. Based on your overall 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
Definitely would not
Based on your overall experience, how likely would you be to
purchase or lease another vehicle from this dealer?
Definitely would
Probably would
Might or might not
Probably would not
Definitely would not
What was the single most important reason for initially shopping
at the dealer where you bought or leased your new vehicle?
Advertising (TV, radio, newspaper etc)
Previous experience with the dealer
Recommended by others
Location
We would appreciate your completing the following information
to help us classify your responses:
Sex:
Male

10. Female
Age
Under 25
25-34
35-44
45-54
55-64
65 or over
If you would like to tell us something about your purchase or
ownership experience that has not been covered in this survey,
please type your comments in the box provided. Thank you for
your patronage and for helping us to better serve you.
Thank you for your feedback. We sincerely appreciate your
honest opinion and will take your input into consideration while
providing products and services in the future.
If you have any comments or concerns about this survey please
Contact: Company Name
Address 1
Address 2