USER SATISFACTION | The Truth About Cars

Dear Respondent,
Thank you for sparing your valuable time for participating in survey .This study will help in
checking the satisfaction of user with his/her car. Please be assured that information
provided here remain confidential and shall be used for academic purpose only
1)NAME :
2. Gender : Male / Female
3. Age : Below 20 / 21-30 / 31-40 / 41-50 / Above 50
4.Family Background: Urban / Rural
5. What is your current occupation?
o Employed full time
o Employed part time
o Housewife
o Unemployment
o Student
o Retired

o others
6. May I know your monthly household income (exclude tax )?
Below 5000 5000-9999 10000-14999 15000-19999 20000-24999
25000-29999 30000-34999 35000-39999 40000-44999 45000-49999
Above 50000
7. How many employed people are in your family? (only refer to yourself and those who live
with you at least 5 days a week) ?
O1 2 3 4 O5 More than 5
8. Which of the following category does your employer go under?
o Government authorities
o State-owned enterprises
o Private enterprises
o Sino-foreign joint ventures
o Foreign invested company/representative office
o Free lance/self-employed
o Others
9. Do you/your family/company own a car? (If there are more than two cars, please record
the latest one)
o Yes, registered under my name / other family members name

o Yes, registered under my companys name

o No, I dont have a car currently ( then ,Skip to Q23)
10. Is this car bought brand-new or second-hand?
o Brand new
o Second hand
11. What is the brand of your car?
Audi
Volkswagen
BMW
OVolvo
Renault
Fiat
GM
Ford
Toyota
Honda
Lexus
Nissan
Hyundai OMercedes-Benz
O Maruti
O Others
Suzuki
12. Can you let me know the purchase price of this car? Here the purchase price (RMB) refers
to net price of the car, excluding any other fees, such as tax, insurance, plate fee, etc.?
OBelow 100,000
100,000-199,999
200,000-299,999
300,000-399,999
400,000-499,999
500,000-599,999
600,000-799,999
800,000-999,999
Above 1,000,000
13. Please kindly indicate all the information sources used for purchasing the car?
Brochure
Dealer sales staff
Car magazines
Friends and family members
Newspaper advertising TV advertising
Car shows
14. What is the length of time from initial decision to buy car?
< 2 weeks
2 weeks-1 month
1 month-3 month 3 month-6 month
>6 month
15. Did you ever discuss your car purchasing decision with your family and friends?
Yes No
16. How many times you contacted/visited the dealers?
Under 3 times 3 to 5 times 5 to 7 times More than 7 times
17. Whats your role in the purchase of this car?
o I am the only decision maker
o I am one of the decision makers, and play the decisive role
o I am one of the decision makers, but not play the decisive role
o Totally decided by others

18. Can you tell me which of the following procedures did you participate in the process of
purchase and brand choice?
o Purchase decision of a new car
o Decision of the budget
o Initial choices of brands and models
o Contact car dealers
o Collecting information about the brands and models
Visit dealers
o Test drive
o Price barging
o Final decision on maker and model
19. Who uses the car most often?
Myself
My husband/wife
My son/daughter
My parents
Other family members Other people in the company
20. What about the usage of your current car?
Never <1/week 1-2/week

3-4/week

Almost every day

Commute to work
Shopping
Social activities
Pick up family
Members
Business reception
load luggage, goods
Short drive between
cities
21. What about your satisfaction about your current car?
Very
Very
dissatisfied Dissatisfied Neutral Satisfied Satisfied

Overall

22. What about your satisfaction of your current car in terms of the following aspects?
Very
dissatisfied
Dissatisfied
Neutral
Satisfied

Very
Satisfied

Value for money

Fuel consumption
Power
Riding comfort
Performance
Safety
Equipment and Interior
Exterior design/size
After-sale maintenance
Environmental friendly
Brand

23. Have you considered purchase a NEW car within two years?
Yes No (if No Skip to Q26)
24. What following usages mainly do you plan to use this new car for?
o For business purpose
o For personal purpose
o For family purpose
O Others
25. What is your general budget for this new car? (Exclude any tax and fees) ?

100,000-199,999
300,000-399,999
500,000-599,999
800,000-999,999

200,000-299,999
400,000-499,999
600,000-799,999
Above 1,000,000

26. Suppose you are going to buy an individualized car for private usage. Among the
following factors, please kindly choose the importance ?
Very
Not
Unimportant
Important
Neutral
Important

Very
Important

Value for money

Fuel consumption
Power
Riding comfort
Performance
Safety
Equipment and
Interior
Exterior design/size
After-sale
maintenance
Environmental
friendly
Brand imagine
Resale value
Advancing technology
Delivery time
Promotion
27. Have you ever heard about environmental friendly cars, such as Toyota Pirus,
LexusRX400h and Lexus 600hL?
Yes No
28. If there is any possibility for you to purchase an environmental-friendly car?
Yes No
29. Which prospective changes of driving behaviour could help reduce/avoid harmful car
emissions?

o
o
o
o
o

Apply a more economic style of driving

Buy a car with better fuel economy/gas mileage
Use my car less frequently
Use other means of transportation more frequently
Do without fuel-consuming equipment such as air conditioning etc.

o
o
o

Buy a smaller car

Buy a car with a less power engine
None of these changes

30. If you decided to purchase an environmental-friendly car (hybrid/hydrogen), which of the

following purchase criteria are the most important ones?

o
o
o
o
o
o
o
o
o

Sufficient number of filling stations for alternative fuels in place

New drive technology is not susceptible to faults
Reasonable maintenance price
Fuel prices not exceeding conventional fuel price
Considerably lower emissions (compared with conventional drives)
Reasonable purchasing price (compared with conventional drives)
Cruise range comparable with conventional drives
Tax reductions and lower insurance rates
Easy to maintain and to use.