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?

1. What is an acceptable amount of time to wait for a retailer to return a phone call/e-mail?

2. How long should you be in a store before you are addressed by a salesperson?

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

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

5. Do you expect to be able to test out your hot tub before you purchase it?

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

7. Do you expect someone to come out and survey your property before purchase or delivery?

8. Once you have purchased your hot tub, when do you believe it should be delivered?

9. If you have issues with your water chemistry, do you expect the retailer to analyze/troubleshoot it for you?

10. How quickly should service appointments be scheduled?

11. How long should you wait for a service technician on the day of scheduled service?

12. What attire do you expect a service technician to wear?

13. Who do you think should be responsible for fixing repairs covered by your warranty?