HINOPAK MOTORS LIMITED
(Product Support Division)
CUSTOMER SATISFACTION INDEX (CSI) SURVEY - 2009
Dear Hino Customer! This questionnaire is prepared with a view to enhance Customer Satisfaction. Please tick the appropriate boxes and receive a gift from your nearby Hinopak Dealer or Area office upon return of this filled survey form.
Name
Address
Phone/Mobile No.
How many Hino vehicle(s) do you have? DutroFB FFFL SGFM AKOther
1. WHY DID YOU CHOOSE HINO VEHICLE?
a) Due to Good Price b) Superior Specifications c) Good Advertisements
d) Sales Representation e) Best After Sales Support f) Availability of Parts
g) Any Other Reason:
2. ATTITUDE & ATMOSPHERE
From where did you purchase the vehicle: Hino Dealer Investor
a) Did you like Office atmosphere Excellent Good Poor
b) Attitude of Sales Manager Excellent Good Poor
c) Attitude of Sales Representatives & Staff Excellent Good Poor
3. VEHICLE DELIVERY
a) Was your Hino vehicle clean & ready as per schedule Excellent Good Poor
b) Were the recommended service and warranty information explained to you? Excellent Good Poor
c) Are you familiar with the 5,000 & 10,000 km inspection services Excellent Good Poor
4. VEHICLE RUNNING PERFORMANCE
Model
a) Pick-up at Highway Excellent Good Poor
b) Running in the City? Excellent Good Poor
c) Hill Climbing Ability Excellent Good Poor
d) Fuel Economy Excellent Good Poor
e) Fuel Consumption / ltr. km(s)/liter
5. HINOPAK AFTER SALES SERVICE
a) Facility, Procare vans, Mobile Workshop Excellent Good Poor
b) Warranty Service Excellent Good Poor
c) Mechanic's Skill Level & Cooperation Excellent Good Poor
d) Visits & Communication Excellent Good Poor
d) Training of Product Excellent Good Poor
6. DEALER SUPPORT
Where did you have your Hino Vehicle repaired? At Dealer At Road Mechanic Own Workshop
if Dealer, specify the Dealer Name
a) Dealer's staff attitude towards Hino Customers Excellent Good Poor
b) Dealer's regular contact with Customers Excellent Good Poor
c) Dealer's Workshop Mechanics Skill Level Excellent Good Poor
d) Dealer's After Sales Support Excellent Good Poor
e) Dealer Repair Charges Excellent Good Poor
f) Was your vehicle in perfect condition and clean when it was returned ? Yes No
7. HINO GENUINE SPARE PARTS
Do you have any authorized Hino Spare Parts Shop in your Area? Yes No
Name of the shop
a) Do you use Hino Genuine Spare Parts? Yes No
b) Are you satisfied with Availability of Hino Genuine Parts ? Yes No
c) Are you satisfied with Pricing of Hino Genuine Parts ? Yes No
d) Can you identify the non-available and expensive Hino Parts ?
Non-Available Parts Name Expensive Parts Name
8. CUSTOMER NEED AND SUPPORT
For improving the Customer Support and Satisfaction we need your valuable suggestions on the following services.
a) Need Econo Driving Training by Hinopak. Yes No
b) Need Maintenance Contract of your fleet with Dealer Yes No
c) Require service facility in your area Yes No
d) Do you want to pay in installments for Repair Jobs Yes No
e) Need of Credit Card facility Yes No
f) Are you aware of the Free Kit Policy Yes No
g) Interested in Service Promotion Schemes by Dealers. Yes No
9. HINO PRODUCT PERFORMANCE AND RELIABILITY
a) Visibility Excellent Good Poor
b) Comfort Excellent Good Poor
c) Engine Excellent Good Poor
d) Transmission Excellent Good Poor
e) Rear Axle Excellent Good Poor
f) Steering Excellent Good Poor
g) Suspension Excellent Good Poor
h) Brakes Excellent Good Poor
i) Vehicle Speed Excellent Good Poor
j) Vehicle Pickup Excellent Good Poor
k) A/C Efficiency Excellent Good Poor
l) Resale Value Excellent Good Poor
10. MAJOR COMPLAINTS
If you have any major complaints, please write down:
1)
2)
Thank you for filling out the survey.