Topic: YAMAHA CUSTOMER QUESTIONNAIRE  (Read 2092 times)

0 Members and 1 Guest are viewing this topic.

YAMAHA CUSTOMER QUESTIONNAIRE
« on: 02/07/13 10:22AM »
:42: YAMAHA CUSTOMER QUESTIONNAIRE  :42:

Why do you return to Yamaha for service?
•   Wide variety of parts-gear?
•   Excellent customer service?
•   Always explain service before hand?
•   Pricing of service-labor rate?
•   Service exceeds your expectations?
•   Knowledgably technicians?
•   Customer needs met?
•   Duration of service?
•   Take care of customers while they wait (FREE beverages-coffee-popcorn?)
•   Seating & lounge area for customers to wait in
•   Superior service level?

How far do you travel to your local Yamaha dealer for service?
•   Within local city?
•   20 mins away?
•   40 mins away?
•   1 hour away?
•   No preference long as service expectations are met?

Why don’t you go to a Yamaha Dealer for service?
•   Duration of service?
•   Pricing of service-labor rate?
•   Lack of OEM-aftermarket parts in stock?
•   Lack of knowledge from dealer staff?
•   Previous bad experiences, if so explain?
•   Unlike how dealer services bikes?
•   Prefer local shop, if so why?
•   Trust them over dealer, if so why?
•   Lower cost of service compared to dealer?
•   Too far of a commute to dealer?
•   I prefer “while I wait service only”

Prefer Dealer or DIY (do it yourself), if so why?
•   Enthusiast-prefer DIY
•   Friend helps
•   Response time is faster with DIY
•   Less costly to DIY
•   More satisfied DIY opposed to having dealer
•   Trust yourself opposed to a dealer
•   You’re an enthusiast who enjoys DIY
•   Friend helps
•   Response time is faster with DIY
•   Less costly to DIY
•   More satisfied DIY opposed to having dealer
•   Trust yourself opposed to a dealer
•   Duration of service?
•   Pricing of service-labor rate?
•   Lack of time to go to dealer?
•   Lack of funds to pay for shop rate?

How can Yamaha improve their dealers (sales-parts-service-gear-appareal-layout of dealer)?
Sales –
Parts –
Service –
Gear –
Appareal –
Layout of dealer  –

What factors need to change in order to return to a Yamaha Dealer?
•   Location of the dealer?
•   Customer Service level needs to increase?
•   Lower cost of service?
•   DIY (do-it-yourself) if so why?
       o       You’re an enthusiast who enjoys DIY
       o       Friend helps
       o       Response time is faster with DIY
       o       Less costly to DIY
       o       More satisfied DIY opposed to having dealer
       o       Trust yourself opposed to a dealer


Email us with any additional comments with dealer service feedback to improve Yamaha - thanks.  :42:
Email: Sina_Motesharrei@yamaha-motor.com
www.yamaha-motor.com
« Last Edit: 02/07/13 10:55AM by Yamaha Motor Corporation »

 

Page created in 0.238 seconds with 31 queries.

support@ocmoto.com
 Facebook