Answer to Question #264153 in Marketing for Nik Jay

Question

A leading car manufacturer wants to measure the customer satisfaction of current cus-tomers towards the annual maintenance service of the vehicle by its designated service stations. Design a questionnaire to measure customer satisfaction towards the service of-fered by the designated service stations. Measure the different aspects of the service from the intimation of the service requirement till final delivery and feedback including all aspects of the service. Use appropriate questions and scales in the questionnaire so that the overall satisfaction towards the service station can be derived.

Answer 1

Six-Stage Process For Customer Satisfaction Surveys

There are six parts to any customer satisfaction program:

1. Who should be interviewed?
2. What should be measured?
3. How should the interview be carried out?
4. How should satisfaction be measured?
5. What do the measurements mean?
6. How to use a customer satisfaction study to greatest effect?