Consumer Customer Service Survey

1. Customer Service from Hot Tub Retailers

What kind of customer service expectations do you have when you are purchasing a hot tub?

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* 1. 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

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* 2. 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

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* 3. Do you anticipate working with the same salesperson throughout the entire purchase?

Yes

As long as they are efficient I don't care

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* 4. How many hot tubs do you want to be shown before you make a purchase decision?

2-3

3-4

5-9

10 or more

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* 5. 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

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* 6. What do you expect to be included with your hot tub purchase?

Delivery

Warranty

Necessary Accessories

Electricity setup

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* 7. 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

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* 8. 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

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* 9. 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

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* 10. 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

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* 11. 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

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* 12. 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

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* 13. 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