Consumer Customer Service Survey
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1. Customer Service from Hot Tub Retailers
What kind of customer service expectations do you have when you are purchasing a hot tub?
1
. What is an acceptable amount of time to wait for a retailer to return a phone call/e-mail?
What is an acceptable amount of time to wait for a retailer to return a phone call/e-mail?
Less than 24 hours
1-2 days
3-4 days
5-7 days
More than a week is acceptable
2
. How long should you be in a store before you are addressed by a salesperson?
How long should you be in a store before you are addressed by a salesperson?
As you walk through the door
Less than a minute
A couple of minutes
Any time before you leave
You don't care if they talk to you
3
. Do you anticipate working with the same salesperson throughout the entire purchase?
Do you anticipate working with the same salesperson throughout the entire purchase?
Yes
No
As long as they are efficient I don't care
4
. How many hot tubs do you want to be shown before you make a purchase decision?
How many hot tubs do you want to be shown before you make a purchase decision?
1
2-3
3-4
5-9
10 or more
5
. Do you expect to be able to test out your hot tub before you purchase it?
Do you expect to be able to test out your hot tub before you purchase it?
I want to wet test the exact model I'm purchasing
I just want to sit in it, no need for it to be running
Wet testing similar model from the same manufacturer is okay
It doesn't really matter to me
6
. What do you expect to be included with your hot tub purchase?
What do you expect to be included with your hot tub purchase?
Delivery
Warranty
Necessary Accessories
Electricity setup
7
. Do you expect someone to come out and survey your property before purchase or delivery?
Do you expect someone to come out and survey your property before purchase or delivery?
Yes, I wouldn't buy a hot tub unless I knew I had the space
They should at least come out before the delivery to make sure there won't be any issues
I'm pretty confident that I can plan for the hot tub
I just want them to hurry up and get me my hot tub, no need for all this extra stuff
8
. Once you have purchased your hot tub, when do you believe it should be delivered?
Once you have purchased your hot tub, when do you believe it should be delivered?
The same day
Within the week
Within two weeks
Whenever it comes in
9
. If you have issues with your water chemistry, do you expect the retailer to analyze/troubleshoot it for you?
If you have issues with your water chemistry, do you expect the retailer to analyze/troubleshoot it for you?
They should come out to my house and take care of it
I should be able to bring water into their lab for analysis
I can just find the information online
10
. How quickly should service appointments be scheduled?
How quickly should service appointments be scheduled?
Depending on the problem, immediately
They should come by the next day
Before the week is over
Within two weeks
11
. How long should you wait for a service technician on the day of scheduled service?
How long should you wait for a service technician on the day of scheduled service?
I want an exact time of arrival, no waiting required
A 15-30 minute window is no problem
I don't need a time as long as they call before they get there
A half-day chunk of time is acceptable
12
. What attire do you expect a service technician to wear?
What attire do you expect a service technician to wear?
They need a uniform so I know who they are
A company t-shirt is fine
As long as they are neat and courteous I don't care
They are service techs, so I have no expectations about their appearance
13
. Who do you think should be responsible for fixing repairs covered by your warranty?
Who do you think should be responsible for fixing repairs covered by your warranty?
The retailer who sold me my hot tub should take care of everything at no cost to me
The retailer should take care of the parts, but I know I'll be responsible to pay for some of the labor
I will have to contact the manufacturer myself
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