CAR Buying Experience and Motivation

1. Your personal experience from car retailers in England,

As part of my Masters degree and genuine interest, I am looking into the experiences of customers in relation to car retailers and how these retailers are influencing their customers experience. Please spare a moment of your time to fill in my questionnaire.

1. What made you choose a specific car retailer on your last car purchase? Were they or did they?
On a scale of 1 to 5, with 1 being poor. and 5 being excellent, please rate the following characteristics.

	1 Poor	2 Fair	3 Good	4 Very good	5 Excellent
Knowledge of the product	Knowledge of the product 1 Poor	Knowledge of the product 2 Fair	Knowledge of the product 3 Good	Knowledge of the product 4 Very good	Knowledge of the product 5 Excellent
Courteousness	Courteousness 1 Poor	Courteousness 2 Fair	Courteousness 3 Good	Courteousness 4 Very good	Courteousness 5 Excellent
Helpfulness	Helpfulness 1 Poor	Helpfulness 2 Fair	Helpfulness 3 Good	Helpfulness 4 Very good	Helpfulness 5 Excellent
Quickness and efficiency	Quickness and efficiency 1 Poor	Quickness and efficiency 2 Fair	Quickness and efficiency 3 Good	Quickness and efficiency 4 Very good	Quickness and efficiency 5 Excellent
Ability to complete transaction	Ability to complete transaction 1 Poor	Ability to complete transaction 2 Fair	Ability to complete transaction 3 Good	Ability to complete transaction 4 Very good	Ability to complete transaction 5 Excellent
Competitively Priced	Competitively Priced 1 Poor	Competitively Priced 2 Fair	Competitively Priced 3 Good	Competitively Priced 4 Very good	Competitively Priced 5 Excellent
Aftersales Service	Aftersales Service 1 Poor	Aftersales Service 2 Fair	Aftersales Service 3 Good	Aftersales Service 4 Very good	Aftersales Service 5 Excellent

2. Did you consider other brands of manufacturers?

Yes
No

3. What are your biggest deslikes when buying a car?

4. What do you still use car retailers for? (You could have more than one answer)

New and used car purchase

Test drive

Information and or quotes on next car

Mainly servicing and maintenance

5. Do car retailers value you as a customer?

Yes
Sometimes
No

6. How often do you change your main car?

7. Where would you start your research to buy your next car?

8. Do car retailers get this right?

On a scale of 1 to 4, with 1 being never and 4 being always, please rate the following characteristics.

	1 Never	2 Sometimes	3 Often	4 Always
You being able to get through to them when you need to	You being able to get through to them when you need to 1 Never	You being able to get through to them when you need to 2 Sometimes	You being able to get through to them when you need to 3 Often	You being able to get through to them when you need to 4 Always
You getting a phone call back when expected	You getting a phone call back when expected 1 Never	You getting a phone call back when expected 2 Sometimes	You getting a phone call back when expected 3 Often	You getting a phone call back when expected 4 Always
Do you feel valued as a customer?	Do you feel valued as a customer? 1 Never	Do you feel valued as a customer? 2 Sometimes	Do you feel valued as a customer? 3 Often	Do you feel valued as a customer? 4 Always
Do you think retailers have a genuine interest in helping you?	Do you think retailers have a genuine interest in helping you? 1 Never	Do you think retailers have a genuine interest in helping you? 2 Sometimes	Do you think retailers have a genuine interest in helping you? 3 Often	Do you think retailers have a genuine interest in helping you? 4 Always
Accommodating to the you the customer?	Accommodating to the you the customer? 1 Never	Accommodating to the you the customer? 2 Sometimes	Accommodating to the you the customer? 3 Often	Accommodating to the you the customer? 4 Always
Do they listen to you the customer?	Do they listen to you the customer? 1 Never	Do they listen to you the customer? 2 Sometimes	Do they listen to you the customer? 3 Often	Do they listen to you the customer? 4 Always

9. How you felt about your buying experiences from car dealerships.

Sattisfied
Not Sattisfied
Varied experiences

10. Please indicate which age group applies to you?

11. Please indicate which one applies to you?

Male
Female

12. Do you feel the current car buying experience at dealerships needs to be modernized?

Yes

No

13. When looking for your next car, would you shop around or rely on one car dealer's offer?

Shop around
Go with current car dealer offer