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Auto Repair & Dealership Service Trust Survey

Measures how customers experience estimate transparency, timeliness, and work quality at your service department or repair shop, and how those add up to trust. An AI follow-up digs into the specific moment — often around cost or communication — where trust was won or lost.

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Sample questions

A preview of what’s in the template. Every question is editable before you launch.

14 questions · ~7 min
Q01
Message

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.

Q02
Multiple ChoiceRequired

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
Q03
Multiple ChoiceRequired

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
Q04
Opinion ScaleRequired

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

Scale: 1 – 5
Min:Final cost was much higherMax:Matched exactly
Q05
Multiple ChoiceRequired

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
Q06
Opinion ScaleRequired

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

Scale: 1 – 5
Min:Much later than promisedMax:Exactly on time or early
Q07
Rating ScaleRequired

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

Range: 1 – 5
Min:Not fixed / still an issueMax:Fixed perfectly
Q08
MatrixRequired

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

4 rows × 5 columns
  • Staff communicated clearly in language I understood
  • I felt pressured to approve extra work
  • The waiting area and facility were clean and comfortable
  • Pricing felt fair for the work performed
Columns: Strongly disagree · Disagree · Neutral · Agree · Strongly agree
Q09
Opinion ScaleRequired

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

Scale: 0 – 10
Min:Not at all likelyMax:Extremely likely
Q10
AI Interview

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.

Q11
Multiple Choice

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
Q12
Dropdown

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
Q13
Multiple Choice

Which age range do you fall into?

  • 18-24
  • 25-34
  • 35-44
  • 45-54
  • 55-64
  • 65+
  • Prefer not to say
Q14
Message

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.

What’s included

  • AI follow-ups

    Adaptive probes on open-ended answers that pull out detail a static form would miss.

  • Attention checks

    Built-in safeguards against rushed answers and low-quality respondents.

  • AI-drafted copy

    Wording, ordering, and branching written by the AI — tuned to your research goal.

  • Auto report

    Themes, quotes, and a plain-English summary write themselves once responses come in.

How it compares

We reviewed the closest templates from other survey tools. Here’s what they do well — and where this template goes further.

Why this template

  • Includes explicit estimate-transparency questions (written estimate given, final bill match, surprise charges) rather than a single generic satisfaction item
  • Pairs quantitative timeliness and quality-of-repair ratings with a matrix agreement block, then an AI follow-up that reconstructs the specific moment where trust was won or lost
  • Segments responses by visit type, service frequency, and vehicle age so a shop can see which customer segments are most at risk
  • Ends in an auto-generated report, unlike static question banks that require manual analysis

QuestionPro

Automobile Service Evaluation Survey Questions + Sample Questionnaire Template

This page reads as a sample questionnaire and question-bank guide for automobile service evaluation, with an associated template usable inside QuestionPro's builder. It covers general service satisfaction themes but the public page itself is closer to a curated question list than a polished, ready-to-field customer trust survey. Useful as a question-idea reference rather than a deep diagnostic instrument.

What it does well

  • Backed by an established survey platform with logic, distribution, and reporting tools
  • Covers broad automobile service satisfaction themes that can be customized
  • Question bank format makes it easy to cherry-pick items for a quick internal survey

Where it falls short

  • Static multiple-choice/rating questions only — no adaptive AI follow-up that probes the specific moment behind a low or high score
  • No voice AI interview option for capturing verbal detail on cost or communication issues
  • No visible automated per-response quality scoring or transparent prompt methodology

Ready to launch?

Open this template in the editor. Every part is yours to change before the first respondent sees it.

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