Survey On Ford Customer Service (GC01181)
Q1. What is gender?
- Male
- Female
Q2.When did you last buy your Ford car?
- 1 year ago
- 2 years ago
- 3 years ago
- 4 years ago
- 5 years ago
Q3. Where did you first hear about your Ford car?
- Newspapers
- Magazines
- Direct mail
- Televisions
- Radio
- Retailer
- Store display
- Other
Q4. When did you decide to buy you?
- Before coming to the store
- In the store
- Not sure
Q5. What was the primary reason for purchasing this particular model?
- Sound quality
- Ease of operations
- Ease of installation
- Brand
- Styling
- Price vs value
- Other
Q6. Are you happy with the staff attitudes of Ford?
- Yes
- No
Q7. To what extent do you satisfied with the after-sales services of Ford?
- Very satisfied
- Satisfied
- Neutral
- Dissatisfied
- Very dissatisfied
Q8. Are you happy with product values with their prices?
- Yes
- No
Q9. Overall, how would like to rate Ford’s service?
- Very good
- Good
- Neutral
- Bad
- Very bad
Q10. How would you like to recommend Ford to improve its service?
3.2 Evaluation of customer feedback
Q1. What is gender?
In this survey of Ford customer service, there were both male and female participants. Both male and female participants have attended this survey. Among them, 70% were male members and 30% were female members. So, the male participants were large in numbers.
Q2. When did you last buy your Ford car?
In this survey, the participants were asked about the last buy of Ford car. Some people bought this Ford car about 1 year ago. On the other hand, some people bought this car about 5 years ago. Among them, 25% people bought this car about 1 year ago, 30% people bought this car about 2 years ago, 35% people bought this car about 3 years ago, 7% people bought this car about 4 years ago and 3% people bought this car about 5 years ago. So, most of the people bought this car about 3 years ago.
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Q3. Where did you first hear about your Ford car?
In this survey, the participants were asked about the first hear of Ford cars. There are different ways to hear about this Ford car, such as newspapers, magazines, direct mail, televisions, radio, retailer, store display, and other ways. 5% people heard about Ford car first from newspapers, 4% people first heard about Ford car from magazines, 11% people heard about Ford car from direct mail, 22% people heard about Ford car from televisions, 8% people heard about Ford car from radio, 18% people heard about Ford car from the retailer, 30% people heard about Ford car from a store display and 2% people heard about Ford car from others ways.
Q4. When did you decide to buy you?
In this survey, the participants were asked about the making decision to buy Ford cars. Among them 55% decided to buy Ford car before coming to the store, 35% decided to buy a Ford car in the store to be present there and 10% of people were not sure about making the decision to buy a Ford car.
Q5. What was the primary reason for purchasing this particular model?
In this survey, the participants were asked about the primary reasons for purchasing the Ford car. There are many reasons for buying Ford cars, such as sound quality, ease of operations, ease of installations, brand, styling, price vs value, etc. 3% purchased Ford car because of good sound quality, 8% people purchased Ford car because of ease of operations, 7% people purchased Ford car because of ease of installations, 30% people purchased Ford car because of the brand, 15% people purchased Ford car because of styling, 35% people purchased Ford car because of price vs value and 2% people purchased Ford car because of others reasons.
Q6. Are you happy with the staff attitudes of Ford?
In this survey, the participants were asked if they are happy with the staff attitudes. Among them, 65% of people said yes that they are happy with the staff attitudes. On the other hand, 25% of people said No that they are not happy with staff attitudes.
Q7. To what extent do you satisfied with the after-sales services of Ford?
In this survey, the participants were asked about the satisfaction after-sales services of Ford cars. Among them 25% of people are very satisfied with the after-sales services, 40% of people are satisfied with the after-sales services of Ford, 10% of people didn’t respond to this question, 20% of people are dissatisfied with after-sales services, and 5% people are very dissatisfied about after-sales services.
Q8. Are you happy with product values with their prices?
In this survey, the participants were asked about happiness with product values with their prices. Among them, 75% of people said yes that they are happy with product values with their prices. On the other hand, 25% said no that they are not happy with product values with their prices.
Q9. Overall, how would like to rate Ford’s service?
In this survey, the participants were asked about the ratings of Ford services. Some people told that their services are excellent; on the other hand, some gave negative answers. Among them 25% of people said that their services are very good, 55% of people said that their services are good, 5% of people didn’t give any answers about that, 7% people said that their service is bad and 8% people said that their services are very bad. So overall, the services of Ford are good.
Q10. What are your suggestions for Ford to improve its services?
The researcher asked the questions of how Ford should improve its customer service. The participants provided mixed responses. First, they said the servicemen and customer service assistants must be well-trained regarding customer queries, products, and service information, after-sales service. Then, a third of participants said Ford should concentrate on its employee attitudes and friendliness. The staff should be friendly whenever they meet any customers. They also should be cordial in customer greeting and providing information. In any case, it is seen that employees feel tired. Therefore, the staff should be more energetic and informative to provide available information to the customers.
3.3 Suggestions for further improvements to customer service, based on feedback.
Ford should develop product styling for further developments. They should establish the staff’s attitudes and customer services. They should develop their product replacement and product arrangements. They should create environmental and energy-saving cars and ease of automobiles. They should use high products and quality machinery.
the servicemen and customer service assistants must be well-trained regarding customer queries, products and service information, after-sales service. Then, a third of participants said Ford should concentrate on its employee attitudes and friendliness. The staff should be friendly whenever they meet any customers. They also should be cordial in customer greeting and providing information. In any case, it is seen that employees feel tired. Therefore, the staff should be more energetic and informative to provide available information to the customers.
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