汽车质量调研问卷（长）

（汽车行业）汽车质量调研问卷（长）SampleNumber:样本编号:VehicleQualityStudy汽车质量调研AboutYouandYourNewVehicle关于您和您的新车Pleasetellusafewthingsaboutyouandyournewvehicle.感谢阅读请告诉我们一些有关您和您的新车的情况.Q1.Make厂商:Model/Grade车型/车感谢阅读系:(e.g.,Toyota,Honda)(比如:丰田,本田)(e.g.,Camry,Accord)(比如:佳美,雅阁)感谢阅读Q2.Didyoupurchaseyourvehiclefromanauthorized/franchiseddealership?请问您是从授权/特许经销商处购得您的车吗?感谢阅读1.Yes是Pleasestatetheauthorizeddealer(Q2v.)2.No不是精品文档放心下载请说明该经销商a.Inwhichcityisthisdealershiplocated精品文档放心下载?该经销商在那一个城市?Q3.Dateofdelivery交货日期:(a)Year年(b)Month:月感谢阅读Q4.Howdidyoupayforyourvehicle?您这辆车的付款方式是什么?感谢阅读1.Ownfunds2.Loan3.Lease4.Companypaid自己付款贷款租赁公司付款谢谢阅读Q5.Domestic/Import国产/进口车:1.Domestic国产车2.Import进口车精品文档放心下载Q6.FuelType燃油类型:1.Petrol汽油2.Diesel柴油谢谢阅读Q7.EngineDisplacement发动机排量(升):精品文档放心下载.27.1.510.1.913.2.316.3.3谢谢阅读2.1.0.611.2.014.2.417.3.5谢谢阅读.49.1.8.018.Other(Q7v.Pleasespecify)谢谢阅读其它(Q7v.请具体说明)Q8.Transmissiontype?变速箱类型?精品文档放心下载1.Manual2.Automatic3.Manual/AutoHybrid(Steptronic,Sportsmode,etc.)手动自动手动/自动混合(运动模式等)谢谢阅读Q9.Whatbodystyleisyournewvehicle?您新车的外观样式是什么?精品文档放心下载1.2-door(PassengerCar)双门轿车(客用)4.5-door(HatchbackPassengerCar)五门轿车(客用掀背式)7.Pickuptruck轻型小卡车2.3-door(HatchbackPassengerCar)三门轿车(客用掀背式)5.Wagon(PassengerCar)箱型轿车(客用)8.Van面包车3.4-door(PassengerCar)四门轿车(客用)6.SportUtilityVehicle越野车Q10.Howmanykilometersdoyoucurrentlyhaveonyourvehicle?Kms公里

您的车现在已经行驶了多少公里?谢谢阅读Q11.Whatisyouraveragefuelconsumption?(Pleasespecifykm/L)Kms/L(公里/升)

您的这部车平均耗油量是多少?(请注明公里/升)谢谢阅读Q12.Howmanyyearsdoyouexpecttokeepyournewvehiclebeforereplacingit?Years年

您预计您这辆新车要使用多少年后才更换它?感谢阅读Q13.IsyournewvehiclethefirstNEWvehicleYOUhaveeverpurchase/leased?1.Yes2.No这是您自己所拥有/租赁的第一辆新车吗?是不是谢谢阅读AboutYouandYourNewVehicle(continued)感谢阅读关于您和您的新车(继续)Q14.Whichofthefollowingbestdescribesyournewvehicle?下列那一项最确切的描述了您的新车？感谢阅读1.AdditionalvehicleforMYHOUSEHOLD(continue)家中增添的车(继续)精品文档放心下载2.ReplacementvehicleforMYHOUSEHOLD(continue)代替家中原来的车(继续)精品文档放心下载3.MYHOUSEHOLD’sfirstvehicleever(GotoQ15)家中的第一辆新车(跳至Q15)精品文档放心下载PleasetellusaboutthevehicleyoureplacedORifyournewvehicleisanadditionalvehicle谢谢阅读foryourhousehold,tellusaboutthelastvehicleyourhouseholdacquired.请告诉我们您所替代的车的情况,或者,如果您的车是增添的,请告诉我们您以前使用的车的情况精品文档放心下载Q14a.Make(e.g.,Toyota,Honda)Model(e.g.,Camry,Accord)厂商(例如:丰田,本田)车型(例如:佳美,雅阁)感谢阅读Q14b.ModelYear车的出厂年份:Q15.WhatwasimportanttoyouwhenyoufirststartedlookingforyourNEWvehicle?(MARKALLTHATAPPLY)当您开始选购新车时,什么是对您来说是比较重要的考虑因素?(复选)谢谢阅读R1.Brandofvehicle汽车品牌R6.Vehiclequality/durability汽车的品质/耐用性R11.Technology科技含量R2.Originofvehicle(e.g.,American,Japanese)汽车原产地(例如:美国,日本)R7.Pricerange价格R12.Reasonablemaintenance/runningcost合理的保养/运行费用R3.Specificdealer特定的经销商R8.Typeofvehicle(e.g.sedan,van)车的类别(例如:轿车,面包车)R13.Engineperformance引擎的性能R4.Rating&commentsinmagazines&reportsR9.Vehiclestyling杂志专栏报道的评价车子的式样R5.Interiorspace车内空间R10.Fueleconomy节油情况R14.Vehiclesafety车的安全性R15.Modelyear/newness车的出厂年份/新旧程度R16.Other,pleasespecify(Q15R16v)其它(请注明Q15R16v):精品文档放心下载Q16.WhatwasthesingleMOSTIMPORTANTreason?这些因素中,那一项是最重要的?感谢阅读Pleasewritetheappropriatenumberfromabove.R请写出最重要项的选项号.精品文档放心下载Q17.WhichONEofthefollowingbestdescribesthetypeofvehicleyouwantedtopurchasewhenyou精品文档放心下载FIRSTBEGANTOSHOPforavehicle?感谢阅读当您第一次购车时,下列那一项可最确切的表述您所要购买的车的类别?谢谢阅读1.IknewtheEXACTMODELIwanted(e.g.,ToyotaCamry,HondaAcc3.IonlyknewthegeneraltypeofvehicleIwanted(sedan,精品文档放心下载ord)我知道我要买的车的确切车型(例如:丰田佳美,本田雅阁)van,SUV)butnotwhichmakeormodel我只知道我要买的车的大体类型(例如:轿车,面包车,),却不知那一个品牌或车型2.IknewtheMAKEIwanted(e.g.,Toyota,Honda)butnotwhichMODEL我知道我想要的车的厂牌(例如:丰田,本田),但不是车型.4.Iconsideredtwoormoredifferentmakes我考虑过两个或更多的品牌5.IwasopentoanyvehicleIfoundthatfitmybudgetand精品文档放心下载transportationneeds我可以接受任何一辆车,只要它符合我的预算和交通需要Q18.Whydidyoudesiretopurchaseanewvehicle?(MARKALLTHATAPPLY)您为什么想要买一辆新车?(复选)精品文档放心下载R1.Increasedpay收入增加R7.Originalcaroutdated原有的车过时了R13.Increaseinfamilymember家庭成员的增加R2.Changeinjob/careershift换了工作/职业变化R8.Originalcardamaged/stolen原有的车损坏/被偷R14.Promotion/attractiveloanterm促销/吸引人的贷款R3.Changeofworkinglocation工作地点的变化R9.Wantasafercar想要一辆更安全的车R15.Sendfamilymemberstowork/school为送家人去工作/学校R4.Changeofresidence住处的变更R10.Timetochangecar到了换车的时候了R16.Giftfromfriend/relative朋友/亲戚送的礼物R5.Wantedtoownacar想要拥有一辆车R11.Thisvehicleattractedme这辆车很吸引我R17.Other,pleasespecify(Q18R17v)其它(请注明Q18R17v):R6.Wantacartoreflectstatus想要一辆车以显示地位R12.Newleisureactivities/lifestyle新的业余活动/生活方式AboutYouandYourNewVehicle(continued)关于您和您的新车(继续)感谢阅读Q19.Whatinformationsourcesdidyouusetodecidewhatmakeandmodeltopurchase?(MARKALLTHATAPPLY)您在选择要买的品牌和车型时,您的参考信息来源是什么?(复选)谢谢阅读R1.Financialinstitution(e.g.bank)金融机构(例如:银行)R8.Magazinearticle杂志上的文章R2.Priceguide价格指南R9.Radioads广播广告精品文档放心下载R3.Friends/relatives朋友/亲戚R10.TVads电视广告感谢阅读R4.Anotherownerofthesamemake拥有相同厂牌出厂的车的车主R11.Newspaperads报纸广告R5.Manufacturerwebpage厂商的网页R12.Autoshows汽车展览谢谢阅读R6.Dealerwebpage经销商的网页R13.Mechanicrecommendation专业技师的推荐感谢阅读R7.Internet(otherthanR5andR6)网上查询(除R5和R6)R14.Dealerowner/Salespersonrecommendation经销商/推销人员的推荐R15.Other,pleasespecify(Q19R15v)其它(请注明Q19R15v)Q20.a.Amongthebrands/makeslistedbelow,pleasemarkthoseyouvisitedwhenyouwereshoppingforyournewvehicle.在下列品牌/厂商中,请勾出您在购买新车时曾经去看过的.精品文档放心下载b.Foreachbrand/makevisited,pleaseindicatehowmanyofthebrand’s/make’sdealersyouvisited精品文档放心下载INCLUDINGthedealerwhereyoupurchasedyournewvehicle.谢谢阅读对于每一种看过的品牌/厂商,请告诉我您总共去过多少该品牌/厂商的经销商处看车,包括您最后买车的那一个经销商.谢谢阅读.a.b.a.b....BeijingJeep北京吉普01Mitsubishi三菱10谢谢阅读Chang’anSuzuki长安铃木02Nissan尼桑(日产)11感谢阅读DongfengCitroen东风雪铁龙03SGMBuick上海别克12精品文档放心下载FAW一汽04ShanghaiVolkswagen上海大众13感谢阅读FAWAudi一汽奥迪05SouthEastAuto东南汽车14感谢阅读FAWVolkswagen一汽大众06TianjinDaihatsu天津大发15精品文档放心下载Fengshen风神07Toyota丰田16GuangzhouHonda广州本田08YuejinIveco跃进伊维柯17精品文档放心下载Jinbei金杯09Other其它18Q21.Didyouseriouslyconsideranothermodel?1.Yes2.No(GotoQ22)感谢阅读您曾经慎重考虑过其它车型吗?有没有(跳至Q22)精品文档放心下载Q21a.WhatONEotherVEHICLEdidyouseriouslyconsiderpurchasing?除您购买的这辆车以外,哪一种车也是您曾经慎重考虑要购买的?谢谢阅读Make/Manufacturer(e.g.Toyota,Honda)厂商/制造商(例如:丰田,本田)感谢阅读Model/Series(e.g.Camry,Accord)车型/车系(例如:佳美,雅阁)精品文档放心下载Q21b.Whydidyounotbuythevehicleyoumostseriouslyconsidered?(MARKALLTHATAPPLY)就您上面提到的曾经慎重考虑过的车,您最后为何没有购买呢?(复选)感谢阅读R1.Pricetoohigh价格太高R9.Deliveryperiodtoolong送货时间太长谢谢阅读R2.Didnotlikefinancingterms不喜欢财务方案R10.Desiredcolor/featurenotavailable没有想要的颜色/感谢阅读特点R3.Didnotlikevehicle’sstyling不喜欢车的式样R11.Vehicletoosmall车子太小感谢阅读R4.Notenoughenginepower引擎马力不够大R12.Vehicletoobig车子太大精品文档放心下载R5.Poorfueleconomy耗油量大R13.Family/friendsdidnotlikeit家人/朋友不喜欢感谢阅读R6.Poorquality/reliability质量/可靠性差R14.Poorreputationofmake厂商信誉差精品文档放心下载R7.Vehiclesafety安全性考虑R15.Poorreputationofdealer经销商信誉差感谢阅读R8.Dealershippersonnel业务代表的表现R16.Highmaintenancecost保养费用太高谢谢阅读R17.Other,pleasespecify(Q21bR17v)其它(请注明Q21bR17v):感谢阅读AboutYouandYourNewVehicle(continued)关于您和您的新车(继续)感谢阅读Q22.WhydidyoudecidetopurchaseyourNEWvehicle?(MARKALLTHATAPPLY)您为什么决定要买这部新车呢?(复选)精品文档放心下载R1.Advertisementwasattractive广告很吸引人R9.Lowprice低售价R17.Roominess/interiorspace车内空间R2.Previousexperiencewiththedealership据以往对经销商的经验R10.Goodfinancingoptions较好的购车贷款方案选择R18.Engineperformance引擎性能R3.Perviousexperiencewiththemake/brand据以往对该汽车品牌的经验R11.Reliabilityofthemake品牌的可靠性R19.Excellentaftersalesservice优秀的售后服务R4.Articlesinmagazines杂志上的报道R12.Goodvehiclequality高品质的汽车R20.Pleasantstaffattitude工作人员可亲的态度R5.Goodreputationofthemake该品牌的良好信誉R13.Goodvehiclestyling出色的汽车造型R21.Salespersonunhurriedforapurchasedecision销售人员不催促作购买决定R6.Recommendedbyfriends/relatives朋友/亲戚的推荐R14.AmodelIwanted是我想要的车型R22.Lowmaintenancecost保养费用低R7.Thevehicle’strade-invalue旧车换新车的折价R15.Safety安全性R23.Environmentallyfriendly环保R8.Enjoyedtest-drive愉悦的试车R16.Comfortable舒适性R24.Other,pleasespecify(Q22R24v)其它,请注明(Q22R24v)Q23.WhatisthesingleMAINreasonyoudecidedtopurchasethevehicle?哪一项是您买这部车的最主要原因?感谢阅读Pleasewritetheappropriatenumberfromabove.R请从上面的选项中,写出符合的选项号.谢谢阅读RatingYourSellingDealer评价您的销售商谢谢阅读Pleaseanswerthefollowingquestionsaboutthedealerfromwhichyoupurchasedyournewvehicle.请回答下列关于您所购买的新车的经销商的问题.谢谢阅读Q24.Wheredidthesalestalktakeplace?购买洽谈的地点在哪儿?感谢阅读1.Home/work2.Dealer3.Home/workanddealer精品文档放心下载家里/工作地点经销商家里/工作地点和经销商处Q25.Haveyouvisitedthedealerfromwhichyoupurchasedthevehicle?您是否到您购车的这家经销商处去过?感谢阅读1.Yes2.No(GotoQ28)去过没去过(跳至Q28)谢谢阅读Q26.Fromthemomentyouenteredthedealership,howlongwasitbeforeasalespersonorotherdealershippersonnelgreetedyou?当您进入这家经销商处时,多久后才有业务人员或其他工作人员来招待您?谢谢阅读Minutes分钟Q27.WhichofthefollowingbestdescribesthewayyouweregreetedwhenyouFIRSTarrivedatyourdealership?当您去的时候,下列哪一项可最好的表述他们对您的接待方式?谢谢阅读1.Tooklongtofindasalesperson花很长时间才找到一个业务人员2.Wasgreetedinrightamountoftime在恰当的时间内得到接待3.Feltlikesalespersonwasreadyto“pounce”thesecondIarrived到达时,感觉好像销售人员突然袭来Q28.Didthesalespersonofferyouatestdrive?业务人员让您试开车子了吗?精品文档放心下载1.Yes2.No有没有Q29.Didyoutestdrivethevehicleyoubought(oronelikeit)fromthesellingdealer?您是否在经销商哪儿试开过您买的哪部车(或同类型的车)?谢谢阅读1.Yes2.No(GOTOQ30)试过没试过(跳至Q30)谢谢阅读Ifyes...如试了...Howlongwasthetestdrive?Q29a1..hoursQ29a2.minutes

试开时间有多长?小时分钟精品文档放心下载RatingYourSellingDealer(continued)评价您的销售商(继续)精品文档放心下载ThefollowingsectionaskedyoutoratetheDEALERSHIPWHEREYOUPURCHASEDyournewvehicleusingascaleof1to10.Thissectioni感谢阅读sdividedintofiveparts:下面的部分,将让您为您购得您车的经销商评分,评分范围是1到10分.这部分被分为五部分.精品文档放心下载1.Dealershipfacility经销商设施(地点,外观等)3.WorkingwithyourSalesperson销售人员(选车,议价等)5.Deliveryprocess交货过程2.Yourdeal交易条件4.Paperwork/Purchase/FinanceProcess财务过程Usingtheabovescaleof1to10where1isUNACCEPTABLE,10isOUTSTANDING,5isAVERAGE,pleaseratethefollowing:用上面的1到10的评分标准,1是无法接受,10是非常好,5是一般,给下面的选项打分:谢谢阅读Q30.DEALERSHIPFACILITY经销商设施谢谢阅读R1.Convenienceoflocation位置便利/10R2.Selectionofvehicles(carriedwideselectionofcolors,options,etc.)感谢阅读汽车可选择的范围(包括:多种可选择的颜色,车子种类等.)/10精品文档放心下载R3.Hoursofoperation(evening,weekends,etc.)精品文档放心下载营业时间(晚上,周末,等)/10R4.Appearanceandcleanlinessoffacility精品文档放心下载整个经销处的外观和整洁情况/10R5.Neighborhood(safe,clean,etc.)精品文档放心下载周围的环境(安全,整洁,等)/10R6.Comfortoftheareaorofficewhereyouandyoursalespersoncompletedthesalestransaction精品文档放心下载您和业务人员完成交易的场所或办公室里,那儿的舒适程度/10感谢阅读R7.Easeoflookingatvehicles(vehicleparkedforeasyaccess,wellorganized,etc.)谢谢阅读看车的方便与否(汽车停放有序,取车方便等)/10R8.Availabilityofproductinformation感谢阅读产品信息的提供/10R9.Pressure-freeenvironment感谢阅读轻松的氛围/10R10.Layoutinvitingandfriendly感谢阅读展示间的环境怡人/10R11.Overallratingofthedealershipfacility感谢阅读对整个经销设施的总体评价/10Q31.YOURDEAL交易条件R1.Pricepaidrelativetoexpectations谢谢阅读最终付出的价格同您的期望相比较/10R2.Degreetowhichyouhadinfluenceonthecontractterms精品文档放心下载您对合同条款的影响程度/10R3.Overallratingoffairnessofdeal精品文档放心下载请给整个交易条件的公平性打分/10RatingYourSellingDealer(continued)评价您的销售商(继续)感谢阅读AVERAGEUsingtheabovescaleof1to10where1isUNACCEPTABLE,10isAVERAGE,pleaseratethefollowing:精品文档放心下载一般用上面的1到10的评分标准,1是无法接受,10是非常好,5是一般,给下面的选项打分:谢谢阅读Q32.WORKINGWITHYOUPE业的相01020304050607080910UNACCEPTABLE无法接受R1.Salesperson’sknowledgeaboutvehiclesOUTSTANDING非常好销售人员的汽车知识/10R2.Salesperson’sexplanationoffeatures,advantages,andbenefitsofvehicle感谢阅读销售人员对车的特性,优点,以及好处的解释/10R3.Salesperson’sappearance(clothes,grooming,etc.)谢谢阅读销售人员的仪表(衣着,打扮,等)/10R4.Salesperson’sattentionfocusedonyou(notothercustomers)谢谢阅读销售人员专心接待您(而不是其它顾客)/10R5.Concernyoupurchasedthebestvehicleforyourneeds感谢阅读考虑到最适合您需要的车子/10R6.Courtesyandfriendlinessofsalesperson感谢阅读销售人员礼貌亲切/10R7.Honestyofsalesperson销售人员的诚实态度/10R8.Fulfilledallpromises/commitmentsmadeduringthesale精品文档放心下载兑现所有在销售过程中的承诺和义务/10R9.Madethenegotiationprocessclearandunderstandable感谢阅读使购车定价过程清楚明了/10R10.Concernforyourbudget为您的预算着想/10R11.Abilitytoprovidecompleteanswerstoyourquestions精品文档放心下载有能力对您提出的问题作全面的回答/10R12.Allowedsufficienttimeforyoutomakeadecision精品文档放心下载给您足够的时间作决定/10R13.Provideahassle-freesalesexperience谢谢阅读给您了一次没有争执的购车经历/10R14.Howquicklyyouwereabletoselectyourvehicle精品文档放心下载您挑选汽车有多快/10R15.Howquicklyyounegotiated/setyourprice谢谢阅读您协商/确定价格有多快/10R16.Amountofpressureduringpurchaseprocess精品文档放心下载在整个购买过程中,您的压力有多大/10R17.Overallratingofworkingwithyoursalesperson感谢阅读对您与业务员相处的整体感受打分/10RatingYourSellingDealer(continued)评价您的销售商(继续)精品文档放心下载Usingtheabovescaleof1to10where1isUNACCEPTABLE,10isOUTSTANDING,5isAVERAGE,pleaseratethefollowing:用上面的1到10的评分标准,1是无法接受,10是非常好,5是一般,给下面的选项打分:谢谢阅读Q33.PAPERWORK/PURCHASE/FINANCEPROCESS书面文件/购买/付款过程精品文档放心下载R1.Clearlyexplainedalldocuments谢谢阅读详细解说所有文件/10R2.Honestyofthepersonwhohandledyourpaperwork/purchase/financeprocess谢谢阅读处理您书面文件/购买/付款过程的人的诚实度/10R3.Easeofcompletingloan/finance/lease/purchaseapplication谢谢阅读完成贷款/付款/租赁/购买申请的顺利程度/10R4.Providedahassle-freepaperwork/purchase/financeprocess精品文档放心下载提供了一个没有争执签订文件/协议/购买/付款过程/10感谢阅读R5.Abilitytoprovidecompleteanswerstoyourpaperwork/purchase/financerelatedquestion谢谢阅读全面回答与书面文件/购买/付款过程相关问题的能力/10感谢阅读R6.Courtesyandfriendlinessofthepersonwhohandledyourpaperwork/purchase/financeprocess感谢阅读处理您这份书面文件/购买/付款过程的人的礼貌和友好程度/10精品文档放心下载R7.Knowledgeofloan/finance/lease/purchase/paymentoptions感谢阅读具有贷款/付款/租赁/购买/付款方式的知识/10R8.Howquicklyyoucompletedthefinalpaperworkprocess(includinganytimeyouwaitedtobeginthe谢谢阅读paperworkprocess)完成最终书面文件的速度(包括期间的等候时间)/10感谢阅读R9.Overallratingofhowyourdealerhandledthepaperwork/purchase/financeprocess精品文档放心下载对经销商整个书面文件/购买/付款过程的评价/10Q34.DELIVERYPROCESS交货过程R1.Abilitytodelivervehicleatpromisedtime有能力在承诺的时间送货/10精品文档放心下载R2.Lengthoftimeneededtodeliveryourvehicle送货所需时间/10感谢阅读R3.Overallratingofdeliverytiming送货时间的总体评价/10精品文档放心下载R4.Abilitytoansweryourquestionsduringthedeliveryprocess在送货过程中答复您提出疑问的能力/10谢谢阅读R5.Courtesyandfriendlinessduringdelivery送货中的礼貌和友好态度/10谢谢阅读R6.Attentionfocusedonyou(notothercustomers)duringdelivery送货中对您(而不是其他顾客)的关注程感谢阅读/10度R7.Conditionofyourvehicle(freefromdings,scratches,etc.)交车时的车况(无脏污,划痕,等)/10感谢阅读R8.Cleanlinessofyourvehicle(washed,freefromstains,etc.)车的整洁程度(洗过,无污点,等)/10谢谢阅读R9.Howcompletelyyourowner’smanualwasexplainedtoyou向您完整解释用户手册的程度/10感谢阅读R10.Howcompletelyyourvehicle’sfeatureswereexplainedtoyou如何向您完整解释车的特性/10谢谢阅读R11.Howcompletelyyourvehicle’sservicerequirementwasexplained如何向您完整解释车的服务要求/10精品文档放心下载R12.Howcompletelyyourvehicle’swarrantywasexplained如何向您完整解释车的保修期/10感谢阅读R13.Lengthoftimerequiredtocompletedeliveryprocess(goingoverfeatures,owner’smanual,etc.)感谢阅读整个送货所需时间(包括检查车的性能,用户手册,等)/10谢谢阅读R14.Overallratingofhowyourdealerdeliveredyourvehicletoyou对经销商整个送货过程的总体评价/10精品文档放心下载RatingYourSellingDealer(continued)评价您的销售商(继续)精品文档放心下载Q35.UponDELIVERYofyournewvehicle,whichoftheactivitieslistedbelowtookplace?在您新车的交车过程中,下列那些情况是曾经发生的?感谢阅读(MARKONEANSWERFOREACHACTIVITYLISTED)(针对每一项选出一个答案)谢谢阅读Yes是No不是R1.Wasyourvehicledeliveredatthepromisedtime?12精品文档放心下载准时交车?R2.Wasyourvehicledeliveredwithallfeaturespromisedatthetimeofsale?12精品文档放心下载交车时,是否具有所有购买是承诺的特点?R3.Wastheexteriorofyournewvehiclecleanandundamaged?12谢谢阅读车子外观是干净而无损的吗?R4.Wastheinteriorofyournewvehiclecleanandundamaged?12感谢阅读车子内部是干净而无损的吗?R5.Wastheowner’smanualexplainedtoyou?12感谢阅读有没有向您解说用户手册?R6.Werethetermsofthewarrantyexplainedtoyou?12精品文档放心下载有没有向您解释保修方案?R7.Werealltheoperatingcontrolsofyourvehicleexplainedtoyou?12精品文档放心下载有没有向您解说所有的操纵方式?R8.Wasthevehiclemaintenancescheduleexplainedtoyou?12感谢阅读有没有向您解说汽车保养维修时间表?R9.Wereyouintroducedtosomeoneintheservicedepartment?12谢谢阅读有没有向您介绍一位维修中心的服务代表?R10.Didthesalespersonspendenoughtimewithyouatthetimeofdelivery?12精品文档放心下载交车时,销售人员与您花的时间是否足够长?R11.Wereallyourquestionsansweredatthetimeofdelivery?12精品文档放心下载交车时,您所有的疑问都得到解答了吗?R12.Wereyoucontactedafterdeliverytoensureeverythingwassatisfactory?12感谢阅读交车后,是否有人和您联系,确保您很满意?R13.Wereyoupersonallythankedforyourvehiclepurchase/lease?12感谢阅读是否有人感谢您购买/租赁该车?R14.Wasthenewvehicleprovidedwithatleast1/4tankoffuel?12精品文档放心下载交车时,汽油箱内是否有至少1/4的燃料?Q36.Whoatthedealershipdeliveredyourvehicletoyou?是谁将车交给您的?感谢阅读1.Mysalesperson2.Anotheremployee感谢阅读我这部车的销售员其他的员工Q37.Fromthemomentyoucompletedsigningthecontractforyourvehicle,howlongdidittakethedealershiptodeliverthevehic感谢阅读le?从您签下购买车合同时算起,经销商花了多久才把车交到您手中?感谢阅读Days天Q38.Wasthisdeliverytime...谢谢阅读这样的交车时间是否...1.Betterthanexpected2.Aboutasexpected3.Worsethanexpected比预计的短差不多是预计时间比预计时间长精品文档放心下载Q39.Whichofthefollowingstatementsdescribeyourpreviousexperience(ifany)withthedealershipwhere感谢阅读youpurchasedyournewvehicle?(MARKONLYONEANSWER)下列种哪一项可恰当的描述您与购得新车的经销商以前的经验(若有的话)?(只选一项)谢谢阅读1.Acquiredlastvehiclefromdealership上一部车也是在这家经销商处购得4.Haveshoppedatbutnotacquiredfromdealership曾经参观过,但没有购买车2.Acquiredotherthanlastvehiclefromdealership以前曾在这家买过车,但不是上一部车3.Haveuesdthedealership’sservicedepartment曾在这家经销商处接受过维修或保养服务5.Noperviousexperiencewiththedealership从来没有和该经销商打过交道RatingYourSellingDealer(continued)评价您的销售商(继续)精品文档放心下载Q40.WhydidyouchoosetoPURCHASEfromTHISdealer,insteadofotherdealerssellingyoursamemake?(MARKALLTHATAPPLY)为何您要选这一家经销商,而不是其它相同厂家的经销商?(复选)精品文档放心下载R1.Offeredmethebestdeal/lowestpricecomparedtootherdealers与其他经销商相比提供给我最好的交易条件/最低的价格R7.Favorablefinance/leaseterms理想的贷款/租赁方案R2.WantedtopurchasefromthedealerIwoulduseforservice想从利于接受服务的角度选经销商R8.Dealer’sreputation经销商的信誉R3.Dealerwasabletogetmefinanced经销商能帮我贷到款R9.Priorexperiencewithdealership先前与此经销商往来的经验R4.Dealertalked/pressuredmeintobuying经销商说服/迫使我买的R10.ClosestdealerwithbrandIwanted有我想要的品牌且离我最近R5.DealerhadtheexactvehicleIwanted此经销商确实有我想要的车R11.Immediatedelivery当场可取车R6.Hassle-freenegotiation/mademefeelcomfortable没有争议的议价经验/使我感到轻松R12.Noparticularreason-alldealersarebasicallythesame没特别原因所有经销商都一样R13.Other,pleasespecify(Q40R13v)感谢阅读其它(请注明Q40R13v):_____________________精品文档放心下载Q41.Fromthechoicesabove,whichreasonmostinfluencedyoutoPURCHASEfromthisdealer:上面的选项中,哪一个是影响您从此经销商处买车的最主要因素:谢谢阅读RAVERAGEQ42.Takingeverythingintoconsideration,howwouldyoLEXPERIENCEbuyingyourvehiclefromthisdealershi精品文档放心下载一般p?考虑所有因素,对您01经销02新03体04评价050607080910UNACCEPTABLE/1无法接受0OUTSTANDING非常好Q43.Howdidyouroverallexperiencewiththisdealershipcomparetoyourexpectation?与您的预期相比,您从此经销商处购车的经验如何?精品文档放心下载1.Betterthanexpected2.Aboutasexpected3.Worsethanexpected比预期的好和预期的差不多比预期的差感谢阅读Q44.DefiniteProbablyProbablyDefinitely感谢阅读lywould一定会would可能wouldnot可能不会wouldnot一定不会R1.Wouldyourecommendyourpurchasedealertoafriendorrelative?1234谢谢阅读您会给您朋友或亲戚推荐此经销商吗?R2.Wouldyouconsideracquiringanothervehiclefromyourpurchasedealer?1234感谢阅读您会考虑从此经销商处购买另一辆车吗?R3.Wouldyouserviceyourvehicleatyourpurchasedealer?1234感谢阅读您会在您购车的经销商处维修或保养车子吗?HowYouPaidForYourNEWVehicle您如何支付您的新车精品文档放心下载Q45.Whatwasthetotalpriceyoupaidforyourvehicleincludingtax(excludingtrade-in)?加上税款后,您为您的新车付的总款项是多少(不包括车的折价)精品文档放心下载RMB人民币，,000.00Q46.Didyoupaytheoriginalsticker(MSRP)price?1.Yes2.No您买的是不是原价(厂商建议售价)?是不是精品文档放心下载HowYouPaidForYourNEWVehicle(continued)您如何支付您的新车(继续)谢谢阅读Q47.Whichofthefollowingstatementsbestexpressesyouropinionregardingpricenegotiationforanewvehicle?下列哪一项最能表述您对新车协议价的意见?精品文档放心下载1.Ienjoynegotiatingthepriceofanewvehicle我喜欢为新车议价谢谢阅读2.Idonotenjoynegotiatingthepriceofanewvehicle,butfeelthatitisnecessarytoensurethatIgetthe感谢阅读lowestprice.Thus,IwouldnotpurchaseatadealershipwhereIcouldnotnegotiate.谢谢阅读我不喜欢为新车议价,但重要的是要确定是以最低价买来的,因此我不会在不能议价的一家经销商处买车精品文档放心下载3.Idonotenjoynegotiatingthepriceofanewvehicleandwouldconsiderpurchasingatano-negotiationdealership.我不喜欢为新车议价,因此会考虑在一家定价的经销商处买车感谢阅读4.Idreadtheprocessofnegotiatingthepriceofanewvehicle.我讨厌新车的议价过程.谢谢阅读Q48.HowdoestheamountofmoneyyoupaidforyourvehiclecomparetohowmuchyouexpectedtopaywhenyouFIRSTbegan感谢阅读shoppingforavehicle?与您最先开始购车时的预算相比，您为新车多付出或少付出多少钱？感谢阅读1Morethanyouexpected比预期的多Q48a.Howmuchmoreorless多或少多少钱感谢阅读.2Lessthanyouexpected比预期的少RMB人民币,谢谢阅读.3

.Exactlythesameasyouexpected与预期的一样谢谢阅读多Q49.Howdidyouacquireyournewvehicle,excludinganydepositortrade-in?(MARKONLYONE)您是怎样获得这辆新车的,不包括有存款付费或旧车折价?(只选一个)感谢阅读1.Loan贷款2.Lease租赁3.Paidcashforentireamount(GotoQ50)全部付现金(跳至Q50)4.Companypaid(GotoQ50)公司付钱(跳至Q50)a.Didyouconsideralease?您考虑过租赁吗?b.Didconsideraloan?您考虑过贷款吗?1.Yes有2.No没有1.Yes有2.No没有精品文档放心下载Q49c.Whatisthetermofyourloanorlease?Months月谢谢阅读您的贷款或租赁期限是多少?Q49d.Whatistheinterestrate?(donotanswerifyouleasedyourvehicle)，%精品文档放心下载利息是多少?(如是租赁的车就不用回答)Q49e.Amountofdownpayment(amountdueatsigningifleased)RMB人民币,000.00感谢阅读首付的数目?(若是租赁,数目决定于合约规定)Q49f.AmountofyourmonthlypaymentRMB人民币,000.00谢谢阅读您每月付的数目OtherDealerExperience其他经销商处的经历谢谢阅读Q50.Otherthanatthedealershipfromwhichyouhavepurchasedyournewcar,didyouseriouslyshopatanotherdealership?除您买新车的经销商外,您曾慎重的在其它经销商处买过车吗?感谢阅读1.Yes2.No（GotoQ51)有过没有过(跳至Q51〕Q50a.Whatmakeofvehiclewereyouconsidering?哪个汽车厂牌是您考虑过的?精品文档放心下载Q50b.Whichactivitiesdidyouperformatthisdealer?(MARKALLTHATAPPLY)您在此经销商处作过什么?(复选)感谢阅读1.Spoketoasalesperson与销售员谈过话3.Gatheredinformation收集信息5.Triedtonegotiateadeal试图对一辆车议价2.Lookedatvehicles看了看车4.Testdroveavehicle试开一辆车6.Filledoutacreditapplication填写信用卡申请OtherDealerExperience(continued)其他经销商处的经历(继续)精品文档放心下载Q50c.Whydidn’tyoupurchaseyourvehiclefromthisdealer?(MARKALLTHATAPPLY)为什么您没有在此经销商处购车?(复选)谢谢阅读R1.DealerdidnothavetheexactvehicleIwanted没有我确实想要的车R7.Dissatisfiedwithdealer’sservice对他们的服务不满R2.Preferredanothermake/mode更喜欢另一家厂商/车型R8.Inconvenientlocation地点不方便R3.Vehicledidnotmeetmyneeds车子不符合我的需要R9.Dealerdidnotofferenoughformytrade-in没有以旧车折价购买新车的业务R4.Ijustwasn'treadytobuywhenIwasatthisdealer只是当时并没有准备好要买R10.Dealer’spricewastoohigh价格太高R5.Dealerappliedtoomuchpressuretobuy给予太大的压力R11.Loan/leasetermnotsatisfying对贷款/租赁方案不满R6.Didn’tlikesalesperson’sapproach不喜欢销售员的销售方式R12.Other其它Q50d.Amongthechoicesabove,whichoneMOSTinfluencedyouNOTTOPURCHASEfromthisdealer?(e.g.,R9,R11)谢谢阅读上面的选项中,哪一项是影响您不在那儿买车的最主要因素?(例如R9,R11)R精品文档放心下载Q50e.Overall,pleaserateyourexperienceatthisdealershipusingthescaleof1to10youusedbefore:where1isUnacceptable,谢谢阅读10isOutstanding,and5isAverage.精品文档放心下载请根据您在该家经销商的总体经验打分.10分制.1分表示无法接受,10分表示非

常好,5分表示一般.精品文档放心下载/10ThingsGoneWrong故障情况Q51.Doesyourvehiclehaveanyofthesefeaturesandifso,weretheyfactory/dealerinstalledoraftermarket?您的车有没有以下设备?如果有的话,是买来就有的功能,还是您自己以后装的?感谢阅读A.Doesyourvehiclehaveit?您的车有吗?B.Howwasitfitted?如何安装的?No否Yes是Factory/dealer工厂/经销商Aftermarket买后自己装Notsure不清楚R1.Cassetteplayer盒式录音机21123

R2.CDplayerCD音响21123

R3.Remotekeylessentrysystem遥控车门控制系统21123

R4.Security/Alarmsystem安全/警报系统21123

R5.AirConditioning空调21123精品文档放心下载ThingsGoneWrong(continued)故障情况(继续)谢谢阅读Youhavedrivenyourvehicleforatleast3monthsnow-感谢阅读longenoughthatsomethingmayhavegonewrong.Pleasetelluswhatproblemsyouhaveexperienced.您的车目前开了至少有3个月了。车子或许出现过什么毛病。请告诉我都是什么样的毛病。感谢阅读*Ifyouhavenotexperiencedaproblemwithaparticularitem,pleaseskipthatquestion对于某些项目,如果您没有遇到过任何问题,可以跳过谢谢阅读Q52.Ride,Handling&BrakingProblems驾驶及刹车状况问题精品文档放心下载(Firstcolumnisquestion,righthandcolumnsarepossibleanswers.)(第一栏是问题,右边几栏是可能的回答)谢谢阅读Vehiclepulls(S)行驶时,车身会(单选)R1.Totheleft向左偏R2.Totheright向右偏Brakespulls(S)刹车时,车身会(单选)R3.Totheleft向左偏R4.Totheright向右偏Brakesarenoisy(M)刹车有噪声(多选)R5.Squeak/squeal尖锐杂音R6.Groan低沉杂音R7.Grind与地面摩擦的杂音Brakepedal(M)刹车踏板(多选)R8.Requirestoomucheffort太费力R9.Feelstoomushy/soft感觉太松Brakevibrate/shudder(M)刹车晃动(多选)R10.Atlowspeeds低速刹车时R11.Athighspeeds高速刹车时R12.Inpanicstops急刹车时Rideis(S)驾车时悬挂(单选)R13.Toostiff太硬R14.Toosoft太软Steeringsystem(M)方向盘会(多选)R15.Istoostiff/heavy太重/太硬R16.Hastoomuchplay太轻/太软R17.Leaks漏油R18.Noises(pleasespecify)噪声(请注明R18v):Anyotherride,handling&brakingproblems?(MARKALLTHATAPPLY)有没有其它这些方面的问题?请标出所有以及.(复选)精品文档放心下载R19.Steeringwheelisnotcentered方向盘无法置中R25.Unusualsuspensionnoises悬挂有不正常的噪音R20.Steeringwheelvibratesexcessivelyatidle在静止时,方向盘会抖动R26.TractioncontrolsystemproblemTCS牵引控制系统有问题R21.Steeringwheelvibrateswhendriving在行驶时,方向盘会抖动R27.Brakesdon’thaveenoughstoppingpower刹车不灵活R22.ABSlightindicatedaproblemABS(防抱死刹车系统)指示灯会闪烁R28.Poorhandlingstability控制不稳定R23.Parkingbrakeproblem手刹车有问题R29.Otherride/handling/brakingproblems(R29v)其它操控及刹车方面的问题(R29v)R24.Excessivetireroadnoise轮胎磨地杂音过大(Pleasespecify)请注明Q52.Features&ControlsProblems配件及操控设备问题精品文档放心下载Circlewhereappropriate(Eithernotworkingproperlyorhardtooperate)请在合适的答案上划圈(不能正常行驶或操作困难)精品文档放心下载Notworkingproperly无法正常工作Hardtooperate操控困难Notworkingproperly无法正常工作Hardtooperate操控困难Windshieldwipers前雨刷C1C2Dome/maplight车内灯/阅读灯C17C18Rearwindowwiper后雨刷C3C4Remotekeylessentrysystem遥控琐C19C20Windshieldwashers雨水刷C5C6Securitysystem防盗系统C21C22Turnsignals方向灯C7C8Cruisecontrolsystem定速控制C23C24Exteriorlights车外灯C9C10Tripcomputer/navigationsystem导航系统/旅游电脑C25C26Sunroof天窗C11C12Mirrors后视镜C27C28Sidewindow车窗C13C14Cupholder(s)置杯架C29C30Doorlocks门琐C15C16Cigarettelighter/poweroutlet点烟器C31C32C33Otherfeaturesandcontrolsproblem?有其它该方面的问题吗?(C33v)(pleasespecify请注明)精品文档放心下载ThingsGoneWrong(continued)故障情况(继续)谢谢阅读Q52.SeatProblems座椅问题(MARKALLTHATAPPLY)(复选)FrontPassengerMiddleRow中排感谢阅读Driver驾驶座前排乘客Vans面包车型RearSeat后座感谢阅读Forward/backwardadjustmentproblem前后移动时有问题S1S2XXReclineradjustmentproblem调整椅子背部倾度时有问题S3S4S5S6Poor/uncomfortablelumbarsupport腰部支撑力差S7S8S9S10Heightadjustmentdoesn’twork无法调整座椅高度S11S12XXHeadrestnotworkingproperly头枕调整有问题S13S14S15S16Seatbeltbucklewon’t/difficulttolatch安全带无法或很难扣上S17S18S19S20Seatbeltdoesn’tretract安全带无法弹回S21S22S23S24Seatsqueaksorrattles座椅发出嘎嘎声S25S26S27S28Materialsags/loose/partingseams座椅材质不良/凹陷/车缝线脱落S29S30S31S32Seatdirty/damagedatdelivery交车时座椅肮脏/损坏S33S34S35S36Foldingrearseathardtooperate后椅折叠不易xxxS37S38.Otherseatproblems?其它有关座椅的问题?(S38v)(pleasespecify请注明)感谢阅读Q52.Heating,CoolingandVentilation(HVAC)Problems空调系统问题精品文档放心下载(MARKALLTHATAPPLY)(复选)NotworkingOtherproblems感谢阅读properlyNoisy其他问题功能无法正常运作有噪音Airconditioner…AC冷气H1H2H3Doesnotgetcoldenough不够冷……谢谢阅读Heater..暖气H4XH5Doesnotgethotenough不够热……精品文档放心下载Fan/blower通风扇H6H7XAnyotherheating,coolingandventilationproblems?(MARKALLTHATAPPLY)还有其它有关方面的问题吗?(复选)精品文档放心下载H8.Frontdefrosterproblem挡风玻璃除雾有问题H12.Cannotmaintaindesiredtemperature无法维持所需温度谢谢阅读H9.Reardefrosterproblem后窗除雾有问题H13.HVACcontrolsdon’tworkproperly空调系统控制无法正常运作谢谢阅读H10.Heater/airconditionersmellsmoldy/stale冷/暖气有异味/霉H14.HAVCcontrolshardtooperate空调系统控制器操作不易感谢阅读味H11.Windowsfogupalot窗户易起雾H15.Otherheating/cooling/ventilationproblems(H15v)

其他制热/制冷/风扇问题(H15v请注明:)谢谢阅读ThingsGoneWrong(continued)故障情况(继续)感谢阅读Q52.SoundSystemProblems声音系统问题精品文档放心下载Radiowon’tstayon/poorreception(S)Z1AMZ2FMZ3Both感谢阅读收音机无法/很难收到(单选)AM频道FM频道以上两者都会谢谢阅读Cassette(M)Z4Drags/SkipsZ5Won’tejectZ6Eatstapes感谢阅读录音机(卡带机)(复选)跳带无法退带吃带CDplayer(M)Z7Won’tloadCDZ8Jumps/SkipsZ9Won’teject谢谢阅读CD唱盘(复选)无法放进CD跳针无法取出CD精品文档放心下载Staticorpoppingnoiseinspeakers(S)Z10RadioZ11Cassette/CDZ12Both精品文档放心下载喇叭会有静电或共鸣声(单选)收听广播时听录音带或CD时以上两者都会精品文档放心下载Speakers..(M)Z13Vibrate/RattleZ14Cutin/Out感谢阅读喇叭会(复选)有不正常杂音声音忽大忽小(MARKALLTHATAPPLY)(复选)Anyothersoundsystemproblems?还有其它音响系统问题吗?谢谢阅读Z15CDchangerdoesn’tworkproperlyCD唱盘无法正确选碟Z17Soundsystemcontrolshardtooperate音响系统按键不易操作Z16Soundsystemcontrolsdon’tworkproperly按键无法正常运作Z18Othersoundsystemproblems:(Z18v)(pleasespecify)其他音响问题:(Z18v)(请注明)Q52.VehicleExteriorProblems车身外观问题感谢阅读(MARKALLTHATAPPLY)(复选)DriversidePassengerside与驾驶座同侧非与驾驶座同侧Windnoise风切声X1X2X3X4X5X6X7X8X9--X10感谢阅读WaterLeak漏水X11X12X13X14X15X16X17X18X19-X20X21谢谢阅读Moldingloose板金烤漆脱落X22X23X24X25X26X27X28X29X30--X31感谢阅读Gaps/poorfit组装间隙无法密合X32X33X34X35X36X37X38X39X40X41-X42精品文档放心下载Hardtoopen/close开关不易X43X44--X45X46--X47X48-X49感谢阅读Paintchip/scratchatdelivery精品文档放心下载X50X51X52X53X54X55X56X57X58X59X60X61感谢阅读交车时烤漆刮落PaintblemishatdeliveryX62X63X64X65X66X67X68X69X70X71X72X73感谢阅读交车时,车面有污点,损伤Dents/dingsatdeliveryX74X75X76X77X78X79X80X81X82X83X84X85感谢阅读交车时外壳凹凸不平Fog/condensationinexteriorlightle精品文档放心下载--X86X87--X88X89X90---谢谢阅读nses车外灯会起雾Anyotherv