Vehicle Service Feedback Survey
Quote accuracy, comeback rate, and the loaner – what decides the next service booking.
6 questions · 1 page · about 2 minutes to answer · fully editable after you start
Service departments lose customers on the invoice and on the comeback, not on the coffee. This survey scores the two moments that decide whether a car comes back: the gap between the estimate and the final bill, and whether the original fault stayed fixed after the drive home. It also captures the mobility question – courtesy car, lift, or a wasted day – because a customer stranded for eight hours rarely rebooks whatever the workmanship.
Trend the surprise-invoice rate by service advisor and the comeback rate by technician. Those two figures show why customers stay or go in a way an overall satisfaction score cannot, and both are fixable with process rather than discounts.
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Page 1
Your service visit
Thank you for bringing your vehicle in. This survey asks how the service went, from the booking to the invoice. It takes about 2 minutes.
Q1.How would you rate each part of your visit?*
| Poor | Fair | Good | Excellent | Not applicable | |
|---|---|---|---|---|---|
| Ease of booking a convenient slot | |||||
| Work explained BEFORE doing it | |||||
| Ready when promised | |||||
| Car returned clean inside |
Q2.How did the final invoice compare to the estimate?*
- At or under estimate
- Over - but approved with me before the work
- Over - discovered it at the counter
Q3.Is the original fault still fixed?*
- Yes - completely
- Improved but not gone
- It returned within a week
- A new fault appeared after the visit
Q4.How did you get around while we had the car?*
- Courtesy car provided
- Waited on site
- Lift home arranged
- Made my own way - it cost me a day
Q5.How likely are you to service with us again?*
Q6.Which part of the visit would you change first?
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