Chrysler Quality Survey - (August)

Identify yourself, I am __________ calling from _(the brand of vehicle) we are following up on your recent contact to our Customer Care Department. May I ask you a few questions about your experience? It will only take 5 minutes of your time. If yes, Ask the following Question using a score of 0 to 10. 0 being the worst, 10 the best. (If No, ask "would another time be more appropriate to complete the survey?" record call back time and date in call back field or refused)
Name: 


A red asterisk (*) indicates required questions.

  1. Customer Phone Number*


  1. Call back time and date, or refused


  1. 1) What is your overall opinion of how (The brand again) Customer Care department reacted to and dealt with your problem or request?
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  1. 2) How likely are you to recommend our Customer Care service? On 0 to 10 scale.
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  1. Close the call by asking; what could we have done to serve you better? Record data, Thank them for their time and close call.


  1. If the customer gives a score on question one of 6 or below, ask the following questions on a 0 to 10 scale. 3) Please rate the ease of contacting a customer care representative.
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  1. 4) Please rate the level of politness provided by the customer care representative.
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  1. 5) Did the customer care representative listen to your concerns ?
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  1. 6) Did the customer care representative understand your concerns as demonstrated by their actions to assist you?
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  1. 7) Did the customer care representative treat you in a professional manner?
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  1. 8)Did the customer care representative take care of your issue?
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  1. 9) Did the customer care representative give a resolution for your concern?
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  1. 10) Overall was the length of time taken to satisfy your concern reasonable?
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  1. Please record any Customer Comments


  1. Please catagorize the call, based on your opinion of the customers issue, do not ask customer.
    Dealer Experience (Sales) - customer unhappy with dealer treatment during the sales process
    Dealer Experience (Service) - customer unhappy with dealer treatment during servicing of their vehicle
    Dealer Pricing (Sales) - customer unhappy with price of vehicle
    Dealer Pricing (Service) - customer unhappy with price of service
    Dealer Location -
    Vehicle Issue Still Unresolved - existing problem still not fixed
    Overall Vehicle Quality - customer generally not happy with overall vehicle quality
    Parts Delay -
    Agent Treatment
    Agent Decision - Customer unhappy with goodwill decision made by agent
    Agent's Lack of Knowledge - customer found agent unknowledgeable
    Owner's Manual Request
    IVR - customer unhappy or frustrated with the IVR system for any reason
    Customer expected additional agent follow up - case not resolved





Jenn Bell