Car Dealership Experience & NPS Survey
Understand how new and returning car buyers evaluate dealerships, compare sales interactions, choose financing support, and navigate delivery and after-sales touchpoints, so you can strengthen conversion, refine channel strategy, improve retention, and sharpen network positioning.
CONTEXT & RELEVANCE
Why run this survey now
Most dealerships don't lose buyers purely on vehicle price. They lose them due to delayed follow-ups, inconsistent advice, financing friction, delivery gaps, and weak service handoffs, none fully visible in sales reports or online reviews.
If you are...
- Dealer network leadership
- OEM retail strategy teams
- Customer experience heads
- Regional sales managers
RESEARCH THEMES
What This Survey Investigates
Eight interconnected research themes that map the complete dealership journey from discovery to advocacy and service retention.
Discovery & Choice
- Dealer awareness sources
- Outlet consideration criteria
Enquiry & Response
- Lead response speed
- Appointment coordination quality
Showroom & Advisor
- Welcome and wait time
- Advisor knowledge and conduct
Test Drive
- Vehicle access and timing
- Route and feature demonstration
Pricing & Finance
- Quotation clarity and consistency
- Finance and insurance guidance
Booking & Delivery
- Commitment and documentation ease
- Handover readiness and timeliness
Service Handoff
- First-service onboarding quality
- Ownership support continuity
NPS & Advocacy
- Recommendation intent and rationale
- Repeat and referral potential
SAMPLING STRATEGY
Tell us about your ideal sample
Help us understand your target respondent profile. Select what applies, we'll design the optimal sample plan based on your inputs.
METHODOLOGY
Survey approach
For Car Dealership Experience & NPS Survey, we recommend a journey-based quantitative approach with flexible data-collection modes to balance reach, depth, and verification across dealership customers.
EXECUTION PROCESS
How we execute
A proven 9-step process from scoping to delivery, designed to ensure quality, speed, and actionable insights.
Define the decision frame
Confirm objectives, target cohorts, geographies, and reporting cuts
Define the decision frame
Design the instrument
Build workstream modules mapped to outputs (drivers, friction, pricing, retention, trust)
Design the instrument
Lock the questionnaire
Review wording, sequencing, LOI, and competitive context; approve final version
Lock the questionnaire
Pilot and calibrate
Test comprehension and ease quality; refine quotas and remove friction where needed
Pilot and calibrate
Run fieldwork
Execute collection with active quota management and feasibility controls
Run fieldwork
Assure quality
Dedupe, attention checks, speed/consistency rules, removals with audit trail
Assure quality
Prepare the dataset
Clean data and deliver codebook/variable definitions
Prepare the dataset
Analyse and synthesise
Driver ranking, leakage diagnostics, pricing bands, segment insights
Analyse and synthesise
Deliver and align
Executive deck (optional dashboard) and leadership readout with recommendations
Deliver and align
COMMERCIAL TERMS
Request a Commercial Proposal
Pricing depends on cohort, geography, sample size, approach, LOI, and deliverables. Configure below for an indicative estimate.
Select Sample Size
Geography
Select Mode of Survey
Length of the Interview
$0.00
+ applicable taxes
Cost Breakdown
Note: Estimate is indicative only. Final pricing is subject to scope finalization after discovery call.
REFERENCE CASELETS
Reference
Real-world examples of survey work in the automotive retail and dealership space.
Dealer Network Consideration and Lead Conversion Study (India)
OBJECTIVE
WHAT WE DID
DELIVERED
Dealer Network Consideration and Lead Conversion Study (India)
Vehicle Service Package and Pricing Exploration (Urban India)
Dealer Network Consideration and Lead Conversion Study (India)
OBJECTIVE
A pan-India automotive brand wanted to understand how first-time buyers , replacement buyers , and premium upgraders nationally shortlisted outlets, compared same-brand dealerships , and responded to appointment, follow-up, test-drive, and quotation practices.
WHAT WE DID
We ran a structured survey across metro and tiered cities, capturing awareness source , response speed , advisor credibility , test-drive access , quotation clarity, competitive visits, booking status, and reasons for outlet selection or abandonment.
DELIVERED
The study produced a dealer consideration map , lead friction list , conversion driver matrix , and channel levers , segmented by buyer type, city tier, vehicle category, enquiry source, and dealership visit outcome.
FREQUENTLY ASKED QUESTIONS
Common Questions
Answers to frequently asked questions about this survey mandate.
What decisions will this survey enable?
Who is the buyer vs who are the respondents?
Can we see differences between first-time buyers, replacement buyers and premium upgraders?
How will you measure dealership preference beyond simple ratings?
Will the survey map the full dealership journey and drop-offs?
Can this survey inform product and pricing strategy?
How will findings improve our dealership conversion and referral performance?
Still have questions?
Schedule a discovery call to discuss your specific needs and get a custom quote.