Auto Repair & Dealership Service Trust Survey

Thanks for bringing your vehicle in! We'd love to hear how your recent service visit went — it takes about 8 minutes and helps us fix what's not working for customers. Your responses are completely confidential and anonymized.

What type of visit was this?

• Routine maintenance (oil change, tires, inspection)
• Scheduled repair (known issue)
• Unscheduled/drop-in repair
• Warranty or recall work
• Other

Before any work began, did the shop give you a written estimate and explain what it covered?

• Yes, clearly explained
• Yes, but not explained well
• I got a verbal estimate only
• No estimate was given

How closely did the final bill match the estimate you were given?

Did you experience any charges you weren't told about in advance?

• No, everything was disclosed upfront
• Yes, minor unexpected charges
• Yes, significant unexpected charges

Was your vehicle ready at the time you were originally promised?

How would you rate the quality of the work — was the issue fixed correctly on this visit?

How much do you agree with the following about your visit?

How likely are you to recommend this shop/dealership service department to a friend or family member?

Reconstruct the specific moment in this visit that most shaped the respondent's trust in the shop — anchor on whether it involved the estimate, an unexpected charge, communication, or the quality of the repair itself. If they reported an estimate mismatch or unexpected charges, probe exactly what was added, whether it was explained before or after the fact, and how the shop handled their reaction. If everything went smoothly, ask what specifically made them feel confident rather than just satisfied.

How often do you have this vehicle serviced at this location?

• This was my first visit
• Every 1-2 visits go here
• Most or all of my visits go here
• This was a one-time emergency stop

How old is the vehicle you had serviced?

• Less than 1 year
• 1-3 years
• 4-7 years
• 8-12 years
• Over 12 years
• Prefer not to say

Which age range do you fall into?

• 18-24
• 25-34
• 35-44
• 45-54
• 55-64
• 65+
• Prefer not to say

That's everything — thank you for the honest feedback! Your responses go directly to our service management team to improve estimate transparency, turnaround time, and repair quality.