汽车质量调研问卷（长）.DOC

Sample Number: 样本编号: Vehicle Quality Study 汽车质量调研汽车质量调研 About You and Your New Vehicle 关于您和您的新车关于您和您的新车 Please tell us a few things about you and your new vehicle. 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/车系: (e.g., Toyota, Honda)(比如: 丰田, 本田)(e.g., Camry, Accord) (比如: 佳美, 雅阁) Q2. Did you purchase your vehicle from an authorized/ franchised dealership? 请问您是从授权/特许 经销商处购得您的车吗? 1. Yes 是 Please state the authorized dealer (Q2v.) 2. No 不是 请说明该经销商 a. In which city is this dealership located? 该经销商在那一个城市? Q3. Date of delivery 交货日期: (a) Year 年 (b) Month: 月 Q4. How did you pay for your vehicle? 您这辆车的付款方式是什么? 1. Own funds2. Loan3. Lease4. Company paid 自己付款 贷款 租赁 公司付款 Q5. Domestic/ Import 国产/进口车: 1. Domestic 国产车 2. Import 进口车 Q6. Fuel Type 燃油类型: 1. Petrol 汽油 2. Diesel 柴油 Q7. Engine Displacement 发动机排量(升): 1. 0.84. 1.27. 1.510. 1.913. 2.316. 3.3 2. 1.05. 1.38. 1.611. 2.014. 2.417. 3.5 3. 1.16. 1.49. 1.812. 2.215. 3.018.Other (Q7v. Please specify) 其它(Q7v.请具体说明) Q8. Transmission type? 变速箱类型? 1. Manual2. Automatic3. Manual/ Auto Hybrid (Steptronic, Sports mode, etc.) 手动 自动 手动/自动混合(运动模式等) Q9. What body style is your new vehicle? 您新车的外观样式是什么? 1.2-door (Passenger Car) 双门轿车(客用) 4. 5-door (Hatchback Passenger Car) 五门轿车(客用掀背式) 7.Pickup truck 轻型小卡车 2. 3-door (Hatchback Passenger Car) 三门轿车(客用掀背式) 5.Wagon (Passenger Car) 箱型轿车(客用) 8.Van 面包车 3.4-door (Passenger Car) 四门轿车(客用) 6.Sport Utility Vehicle 越野车 Q10. How many kilometers do you currently have on your Kms 公里 vehicle? 您的车现在已经行驶了多少公里? Q11. What is your average fuel consumption? (Please specify km/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) Q12. How many years do you expect to keep your new vehicle before replacing it?Years 年 您预计您这辆新车要使用多少年后才更换它? Q13. Is your new vehicle the first NEW vehicle YOU have ever purchase/ leased? 1. Yes 2. No 这是您自己所拥有/租赁的第一辆新车吗? 是 不是 About You and Your New Vehicle (continued) 关于您和您的新车关于您和您的新车(继续继续) Q14. Which of the following best describes your new vehicle? 下列那一项最确切的描述了您的新车？ 1. Additional vehicle for MY HOUSEHOLD (continue) 家中增添的车(继续) 2. Replacement vehicle for MY HOUSEHOLD (continue) 代替家中原来的车(继续) 3. MY HOUSEHOLDs first vehicle ever (Go to Q15) 家中的第一辆新车(跳至 Q15) Please tell us about the vehicle you replaced OR if your new vehicle is an additional vehicle for your household, tell us about the last vehicle your household acquired. 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 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) Q14b. Model Year 车的出厂年份: Q15. What was important to you when you first started looking for your NEW vehicle? (MARK ALL THAT APPLY) 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) R1. Brand of vehicle 汽车品牌 R6. Vehicle quality/ durability 汽车的品质/耐用性 R11. Technology 科技含量 R2. Origin of vehicle(e.g., American, Japanese) 汽车原产地(例如: 美国, 日本) R7. Price range 价格 R12. Reasonable maintenance/ running cost 合理的保养/运行费用 R3. Specific dealer 特定的经销商 R8. Type of vehicle (e.g. sedan, van) 车的类别(例如:轿车,面包车) R13. Engine performance 引擎的性能 R4. Rating & comments in magazines & reports 杂志专栏报道的评价 R9. Vehicle styling 车子的式样 R14. Vehicle safety 车的安全性 R5. Interior space 车内空间R10. Fuel economy 节油情况 R15. Model year/ newness 车的出厂年份/新旧程度 R16. Other, please specify ( Q15R16v) 其它 (请注明 Q15R16v): Q16. What was the single MOST IMPORTANT reason? 这些因素中, 那一项是最重要的? Please write the appropriate number from above. R 请写出最重要项的选项号. Q17. Which ONE of the following best describes the type of vehicle you wanted to purchase when you FIRST BEGAN TO SHOP for a vehicle? 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? 1.I knew the EXACT MODEL I wanted (e.g., Toyota Camry, Honda Accord) 我知道我要买的车的确切车型(例如:丰田佳美, 本田雅阁) 3. I only knew the general type of vehicle I wanted (sedan, van, SUV) but not which make or model 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.I knew the MAKE I wanted (e.g., Toyota, Honda) but not which MODEL 我知道我想要的车的厂牌(例如:丰田,本田),但不是车型. 4. I considered two or more different makes 我考虑过两个或更多的品牌 5. I was open to any vehicle I found that fit my budget and transportation needs 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. Why did you desire to purchase a new vehicle? (MARK ALL THAT APPLY) 您为什么想要买一辆新车?(复选) R1. Increased pay 收入增加 R7. Original car outdated 原有的车过时了 R13. Increase in family member 家庭成员的增加 R2. Change in job/ career shift 换了工作/职业变化 R8. Original car damaged/ stolen 原有的车损坏/被偷 R14. Promotion/ attractive loan term 促 销/吸引人的贷款 R3. Change of working location 工作地点的变化 R9. Want a safer car 想要一辆更安全的车 R15. Send family members to work/ school 为送家人去工作/学校 R4. Change of residence 住处的变更 R10. Time to change car 到了换车的时候了 R16. Gift from friend/relative 朋友/亲戚送的礼物 R5. Wanted to own a car 想要拥有一辆车 R11. This vehicle attracted me 这辆车很吸引我 R17. Other, please specify (Q18R17v) 其它 (请注明 Q18R17v): R6. Want a car to reflect status 想要一辆车以显示地位 R12. New leisure activities/ lifestyle 新的业余活动/生活方式 About You and Your New Vehicle (continued) 关于您和您的新车关于您和您的新车(继续继续) Q19. What information sources did you use to decide what make and model to purchase? (MARK ALL THAT APPLY) 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) R1. Financial institution (e.g. bank) 金融机构(例如: 银行) R8. Magazine article 杂志上的文章 R2. Price guide 价格指南R9. Radio ads 广播广告 R3. Friends/ relatives 朋友/亲戚R10. TV ads 电视广告 R4. Another owner of the same make 拥有相同厂牌出厂的车的车主 R11. Newspaper ads 报纸广告 R5. Manufacturer web page 厂商的网页R12. Auto shows 汽车展览 R6. Dealer web page 经销商的网页R13. Mechanic recommendation 专业技师的推荐 R7. Internet (other than R5 and R6) 网上查询(除 R5 和 R6) R14. Dealer owner/Salesperson recommendation 经销商/推销人员的推荐 R15. Other, please specify (Q19R15v) 其它 (请注明 Q19R15v) Q20. a. Among the brands/ makes listed below, please mark those you visited when you were shopping for your new vehicle. 在下列品牌/厂商中, 请勾出您在购买新车时曾经去看过的. b. For each brand/ make visited, please indicate how many of the brands/ makes dealers you visited INCLUDING the dealer where you purchased your new vehicle. 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. .a.b.a.b. Beijing Jeep 北京吉普01Mitsubishi 三菱10 Changan Suzuki 长安铃木02Nissan 尼桑(日产)11 Dongfeng Citroen 东风雪铁龙03SGM Buick 上海别克12 FAW 一汽04Shanghai Volkswagen 上海大众13 FAW Audi 一汽奥迪05South East Auto 东南汽车14 FAW Volkswagen 一汽大众06Tianjin Daihatsu 天津大发15 Fengshen 风神07Toyota 丰田16 Guangzhou Honda 广州本田08Yuejin Iveco 跃进伊维柯17 Jinbei 金杯09Other 其它 18 Q21. Did you seriously consider another model? 1. Yes2. No (Go to Q22) 您曾经慎重考虑过其它车型吗? 有 没有 (跳至 Q22) Q21a. What ONE other VEHICLE did you seriously consider purchasing? 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? Make/Manufacturer (e.g. Toyota, Honda) 厂商/制造商(例如: 丰田,本田) Model/Series (e.g. Camry, Accord) 车型/车系(例如: 佳美, 雅阁 ) Q21b.Why did you not buy the vehicle you most seriously considered? (MARK ALL THAT APPLY) 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) R1. Price too high 价格太高R9. Delivery period too long 送货时间太长 R2. Did not like financing terms 不喜欢财务方案R10. Desired color/ feature not available 没有想要的颜色/ 特点 R3. Did not like vehicles styling 不喜欢车的式样R11. Vehicle too small 车子太小 R4. Not enough engine power 引擎马力不够大R12. Vehicle too big 车子太大 R5. Poor fuel economy 耗油量大R13. Family/ friends did not like it 家人/朋友不喜欢 R6. Poor quality/ reliability 质量/可靠性差R14. Poor reputation of make 厂商信誉差 R7. Vehicle safety 安全性考虑R15. Poor reputation of dealer 经销商信誉差 R8. Dealership personnel 业务代表的表现R16. High maintenance cost 保养费用太高 R17. Other, please specify (Q21bR17v ) 其它( 请注明 Q21bR17v): About You and Your New Vehicle (continued) 关于您和您的新车关于您和您的新车(继续继续) Q22. Why did you decide to purchase your NEW vehicle? (MARK ALL THAT APPLY) 您为什么决定要买这部新车呢?( 复选) R1. Advertisement was attractive 广告很吸引人 R9. Low price 低售价 R17. Roominess/interior space 车内空间 R2. Previous experience with the dealership 据以往对经销商的经验 R10. Good financing options 较好的购车贷款方案选择 R18. Engine performance 引擎性能 R3. Pervious experience with the make/brand 据以往对该汽车品牌的经验 R11. Reliability of the make 品牌的可靠性 R19. Excellent aftersales service 优秀的售后服务 R4. Articles in magazines 杂志上的报道 R12. Good vehicle quality 高品质的汽车 R20. Pleasant staff attitude 工作人员可亲的态度 R5. Good reputation of the make 该品牌的良好信誉 R13. Good vehicle styling 出色的汽车造型 R21. Salesperson unhurried for a purchase decision 销售人员不催促作购买决定 R6. Recommended by friends/relatives 朋友/亲戚的推荐 R14. A model I wanted 是我想要的车型 R22. Low maintenance cost 保养费用低 R7. The vehicles trade-in value 旧车换新车的折价 R15. Safety 安全性 R23. Environmentally friendly 环保 R8. Enjoyed test-drive 愉悦的试车 R16. Comfortable 舒适性 R24. Other, please specify(Q22R24v) 其它, 请注明(Q22R24v) Q23. What is the single MAIN reason you decided to purchase the vehicle? 哪一项是您买这部车的最主要原因? Please write the appropriate number from above. R 请从上面的选项中,写出符合的选项号. Rating Your Selling Dealer 评价您的销售商评价您的销售商 Please answer the following questions about the dealer from which you purchased your new vehicle. 请回答下列关于您所购买的新车的经销商的问题请回答下列关于您所购买的新车的经销商的问题. Q24. Where did the sales talk take place? 购买洽谈的地点在哪儿? 1. Home/ work2. Dealer3. Home/ work and dealer 家里/工作地点 经销商 家里/工作地点和经销商处 Q25. Have you visited the dealer from which you purchased the vehicle? 您是否到您购车的这家经销商处去过? 1. Yes2. No (Go to Q28) 去过 没去过 (跳至 Q28) Q26. From the moment you entered the dealership, how long was it before a salesperson or other dealership personnel greeted you? 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? Minutes 分钟 Q27. Which of the following best describes the way you were greeted when you FIRST arrived at your dealership? 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? 1. Took long to find a salesperson 花很长时间才找到一个业务人员 3. Felt like salesperson was ready to “pounce” the second I arrived 到达时, 感觉好像销售人员突然袭来 2. Was greeted in right amount of time 在恰当的时间内得到接待 Q28. Did the salesperson offer you a test drive? 业务人员让您试开车子了吗? 1. Yes2. No 有 没有 Q29. Did you test drive the vehicle you bought (or one like it) from the selling dealer? 您是否在经销商哪儿试开过您买的哪部车(或同类型的车)? 1. Yes 2. No (GO TO Q30) 试过没试过 (跳至 Q30) If yes . 如试了. How long was the test drive? Q29a1. .hours Q29a2. minutes 试开时间有多长? 小时 分钟 Rating Your Selling Dealer (continued) 评价您的销售商评价您的销售商(继续继续) The following section asked you to rate the DEALERSHIP WHERE YOU PURCHASED your new vehicle using a scale of 1 to 10. This section is divided into five parts: 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. 1.Dealership facility 经销商设施(地点, 外观等) 3. Working with your Salesperson 销售人员(选车, 议价等) 5.Delivery process 交货过程 2.Your deal 交易条件 4. Paperwork / Purchase/ Finance Process 财务过程 UNACCEPTABLE 无法接受无法接受 01020304050608070910 OUTSTANDING 非常好非常好 AVERAGE 一般一般 Using the above scale of 1 to 10 where 1 is UNACCEPTABLE, 10 is OUTSTANDING, 5 is AVERAGE, please rate the following: 用上面的 1 到 10 的评分标准,1 是无法接受无法接受,10 是非常好非常好, 5 是一般一般, 给下面的选项打分: Q30. DEALERSHIP FACILITY经销商设施 R1. Convenience of location 位置便利/10 R2. Selection of vehicles (carried wide selection of colors, options, etc.) 汽车可选择的范围(包括:多种可选择的颜色,车子种类等. )/10 R3. Hours of operation (evening, weekends, etc.) 营业时间(晚上,周末,等)/10 R4. Appearance and cleanliness of facility 整个经销处的外观和整洁情况/10 R5. Neighborhood (safe, clean, etc.) 周围的环境(安全, 整洁,等)/10 R6. Comfort of the area or office where you and your salesperson completed the sales transaction 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 R7. Ease of looking at vehicles (vehicle parked for easy access, well organized, etc.) 看车的方便与否(汽车停放有序, 取车方便等)/10 R8. Availability of product information 产品信息的提供/10 R9. Pressure-free environment 轻松的氛围/10 R10.Layout inviting and friendly 展示间的环境怡人/10 R11.Overall rating of the dealership facility 对整个经销设施的总体评价/10 Q31. YOUR DEAL交易条件 R1. Price paid relative to expectations 最终付出的价格同您的期望相比较/10 R2. Degree to which you had influence on the contract terms 您对合同条款的影响程度/10 R3. Overall rating of fairness of deal 请给整个交易条件的公平性打分/10 Rating Your Selling Dealer (continued) 评价您的销售商评价您的销售商(继续继续) Using the above scale of 1 to 10 where 1 is UNACCEPTABLE, 10 is OUTSTANDING, 5 is AVERAGE, please rate the following: 用上面的 1 到 10 的评分标准,1 是无法接受无法接受,10 是非常好非常好, 5 是一般一般, 给下面的选项打分: Q32. WORKING WITH YOUR SALESPERSON与业务人员的相处 UNACCEPTABLE 无法接受无法接受 01020304050608070910 OUTSTANDING 非常好非常好 AVERAGE 一般一般 R1. Salespersons knowledge about vehicles 销售人员的汽车知识/10 R2. Salespersons explanation of features, advantages, and benefits of vehicle 销售人员对车的特性,优点,以及好处的解释/10 R3. Salespersons appearance (clothes, grooming, etc.) 销售人员的仪表(衣着,打扮,等)/10 R4. Salespersons attention focused on you (not other customers) 销售人员专心接待您(而不是其它顾客)/10 R5. Concern you purchased the best vehicle for your needs 考虑到最适合您需要的车子/10 R6. Courtesy and friendliness of salesperson 销售人员礼貌亲切/10 R7. Honesty of salesperson 销售人员的诚实态度/10 R8. Fulfilled all promises/ commitments made during the sale 兑现所有在销售过程中的承诺和义务/10 R9. Made the negotiation process clear and understandable 使购车定价过程清楚明了/10 R10. Concern for your budget 为您的预算着想/10 R11. Ability to provide complete answers to your questions 有能力对您提出的问题作全面的回答/10 R12. Allowed sufficient time for you to make a decision 给您足够的时间作决定/10 R13. Provide a hassle-free sales experience 给您了一次没有争执的购车经历/10 R14. How quickly you were able to select your vehicle 您挑选汽车有多快/10 R15. How quickly you negotiated/set your price 您协商/确定价格有多快/10 R16. Amount of pressure during purchase process 在整个购买过程中,您的压力有多大/10 R17. Overall rating of working with your salesperson 对您与业务员相处的整体感受打分 /10 Rating Your Selling Dealer (continued) 评价您的销售商评价您的销售商(继续继续) Using the above scale of 1 to 10 where 1 is UNACCEPTABLE, 10 is OUTSTANDING, 5 is AVERAGE, please rate the following: 用上面的 1 到 10 的评分标准,1 是无法接受无法接受,10 是非常好非常好, 5 是一般一般, 给下面的选项打分: Q33. PAPERWORK/PURCHASE/FINANCE PROCESS书面文件/购买/付款过程 UNACCEPTABLE 无法接受无法接受 01020304050608070910 OUTSTANDING 非常好非常好 AVERAGE 一般一般 R1. Clearly explained all documents 详细解说所有文件/10 R2. Honesty of the person who handled your paperwork/ purchase/ finance process 处理您书面文件/购买/付款过程的人的诚实度/10 R3. Ease of completing loan/ finance/ lease/ purchase application 完成贷款/付款/租赁/购买申请的顺利程度/10 R4. Provided a hassle-free paperwork/ purchase/ finance process 提供了一个没有争执签订文件/协议/购买/付款过程/10 R5. Ability to provide complete answers to your paperwork/ purchase/ finance related question 全面回答与书面文件/购买/付款过程相关问题的能力/10 R6. Courtesy and friendliness of the person who handled your paperwork/ purchase/ finance process 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 R7. Knowledge of loan/ finance/ lease/ purchase/ payment options 具有贷款/付款/租赁/购买/付款方式的知识/10 R8.How quickly you completed the final paperwork process (including any time you waited to begin the paperwork process) 完成最终书面文件的速度 (包括期间的等候时间)/10 R9. Overall rating of how your dealer handled the paperwork/ purchase/ finance process 对经销商整个书面文件/购买/付款过程的评价/10 Q34. DELIVERY PROCESS交货过程 R1. Ability to deliver vehicle at promised time 有能力在承诺的时间送货/10 R2. Length of time needed to deliver your vehicle 送货所需时间/10 R3. Overall rating of delivery timing 送货时间的总体评价/10 R4. Ability to answer your questions during the delivery process 在送货过程中答复您提出疑问的能力/10 R5. Courtesy and friendliness during delivery 送货中的礼貌和友好态度/10 R6. Attention focused on you (not other customers) during delivery 送货中对您(而不是其他顾客)的关注 程度 /10 R7. Condition of your vehicle (free from dings, scratches, etc.) 交车时的车况(无脏污,划痕,等)/10 R8. Cleanliness of your vehicle (washed, free from stains, etc.) 车的整洁程度(洗过,无污点,等)/10 R9. How completely your owners manual was explained to you 向您完整解释用户手册的程度/10 R10. How completely your vehicles features were explained to you 如何向您完整解释车的特性/10 R11. How completely your vehicles service requirement was explained 如何向您完整解释车的服务要求/10 R12. How completely your vehicles warranty was explained 如何向您完整解释车的保修期/10 R13. Length of time required to complete delivery process (going over features, owners manual, etc.) 整个送货所需时间(包括检查车的性能,用户手册,等)/10 R14. Overall rating of how your dealer delivered your vehicle to you 对经销商整个送货过程的总体评价/10 Rating Your Selling Dealer (continued) 评价您的销售商评价您的销售商(继续继续) Q35. Upon DELIVERY of your new vehicle, which of the activities listed below took place ? 在您新车的交车过程中, 下列那些情况是曾经发生的? (MARK ONE ANSWER FOR EACH ACTIVITY LISTED) (针对每一项选出一个答案) Yes 是 No 不是 R1. Was your vehicle delivered at the promised time?12 准时交车? R2. Was your vehicle delivered with all features promised at the time of sale?12 交车时, 是否具有所有购买是承诺的特点? R3. Was the exterior of your new vehicle clean and undamaged?12 车子外观是干净而无损的吗? R4. Was the interior of your new vehicle clean and undamaged?12 车子内部是干净而无损的吗? R5. Was the owners manual explained to you?12 有没有向您解说用户手册? R6. Were the terms of the warranty explained to you?12 有没有向您解释保修方案? R7. Were all the operating controls of your vehicle explained to you?12 有没有向您解说所有的操纵方式? R8. Was the vehicle maintenance schedule explained to you?12 有没有向您解说汽车保养维修时间表? R9. Were you introduced to someone in the service department?12 有没有向您介绍一位维修中心的服务代表? R10.Did the salesperson spend enough time with you at the time of delivery?12 交车时, 销售人员与您花的时间是否足够长? R11.Were all your questions answered at the time of delivery?12 交车时,您所有的疑问都得到解答了吗? R12. Were you contacted after delivery to ensure everything was satisfactory?12 交车后,是否有人和您联系, 确保您很满意? R13. Were you personally thanked for your vehicle purchase/ lease?12 是否有人感谢您购买/租赁该车? R14. Was the new vehicle provided with at least 1/4 tank of fuel?12 交车时, 汽油箱内是否有至少 1/4 的燃料