AAA AAR IVR Survey Program

Audio Survey

ACSC AAA If the customer doesn't answer the phone, the system will leave a message similar to the ones below. ACSC AAA Audio Survey Settings
Number of Outbound Phone Attempts	:
Number of Hours Between Each Phone Call	:
Number of Hours to Next Method	:

Recorded Introduction

Hello, this is [the Automobile Club of Southern California/Triple A] calling you regarding a service you had at [facility name]. [Automobile Club of Southern California/Triple A] randomly surveys members who recently visited an Approved Auto Repair shop. Please take a moment or two to participate in a quick survey.

Just to confirm “Did you recently have a vehicle repaired at [INSERT NAME OF REPAIR SHOP], one of Triple A’s Approved Auto Repair Shops?

PRESS 1 FOR YES (GO TO WAVE FILE A)

PRESS 2 FOR NO (GO TO WAVE FILE B)

PRESS 3 IF YES, BUT YOU PREFER TO NOT TO PARTICIPATE IN THIS SURVEY   (GO TO WAVE FILE C)

WAVE FILE A:  Thank you for your time. [GO TO START SURVEY]

WAVE FILE B:  Thank you for your time.  Goodbye. [END CALL]

WAVE FILE C:  Did you want to remove your name from this automated survey, or this and all future automated surveys from [the Automobile Club of Southern California/Triple A?

Press 1, If you want to be removed from this Auto Club survey
Press 2, If you want to be removed from this and all future automated surveys from the Auto Club.

Thank you. We will remove your name from [INSERT SELECTION FROM ABOVE]

[END CALL]

Start Survey

Q1.  Using a 5-point rating scale where a “5” means Totally Satisfied and a “1” means Totally Dissatisfied, overall, how satisfied were you with the experience you had with [INSERT NAME OF REPAIR SHOP].

Totally Satisfied = 5
Satisfied = 4                    
Neutral = 3          
Dissatisfied = 2 
Totally Dissatisfied = 1

[CONFIRM Q2 RESPONSE]

• Just to confirm your answer on the scale, you pressed 5 for Totally Satisfied, if this is correct, press 1, if this is incorrect, press 2.
• Just to confirm your answer on the scale, you pressed 4 for Satisfied, if this is correct, press 1, if this is incorrect, press 2.
• Just to confirm your answer on the scale, you pressed 3 for Neutral, if this is correct, press 1, if this is incorrect, press 2.
• Just to confirm your answer on the scale, you pressed 2 for Dissatisfied, if this is correct, press 1, if this is incorrect, press 2.
• Just to confirm your answer on the scale, you pressed 1 for Totally Dissatisfied, if this is correct, press 1, if this is incorrect, press 2.

[If any press 2 for incorrect, loop back to question]
Again using the same rating scale where a “5” means Totally Satisfied and a “1” means Totally Dissatisfied, please rate [INSERT NAME OF REPAIR SHOP] in each of the following areas.  

Q2.  Convenience of obtaining service.

Totally Satisfied = 5
Satisfied = 4                    
Neutral = 3          
Dissatisfied = 2 
Totally Dissatisfied = 1

Q3.  Courtesy and helpfulness of the service personnel.

Totally Satisfied = 5
Satisfied = 4                    
Neutral = 3          
Dissatisfied = 2 
Totally Dissatisfied = 1

Please Press 7 at any time to hear the rating scale again.

Q4. Clear explanation of the charges and work to be performed.

Totally Satisfied = 5
Satisfied = 4                    
Neutral = 3          
Dissatisfied = 2 
Totally Dissatisfied = 1

Q5.  Having the vehicle ready when promised.

Totally Satisfied = 5
Satisfied = 4                    
Neutral = 3          
Dissatisfied = 2 
Totally Dissatisfied = 1

Q6.  Quality of the work performed on your vehicle.

Totally Satisfied = 5
Satisfied = 4                    
Neutral = 3          
Dissatisfied = 2 
Totally Dissatisfied = 1

Q7.  Cleanliness of the facility.

Totally Satisfied = 5
Satisfied = 4                    
Neutral = 3          
Dissatisfied = 2 
Totally Dissatisfied = 1

Q8. After the tone, please provide any comments regarding your experience at [INSERT NAME OF REPAIR SHOP]  Press the # pound key when you are done.

[You can skip this question by pressing pound or the hash mark on your phone]

Q9. Based on your recent experience with [INSERT AUTO REPAIR SHOP], how likely are you to recommend this repair shop to a friend or family member? Select any rating between 0 to 9, where “9” is “Extremely Likely to Recommend,” “5” is Neutral and a “1” is Not At All Likely to Recommend.

Extremely Likely = 9
8
7
6              
Neutral  = 5
4
3
2
1
Not At All Likely = 0

Q12. Thank you for the information you have provided to Triple A regarding your auto repair experience. We very much appreciate your feedback.

AAA may post member survey comments publicly on its website for informational purposes. Would you allow us to post your verbatim comments?  Press “1” to confirm your permission to post your comments with your first name or initials.  Press “2” to confirm your permission to post your comments without any identification.  Or press “3” if you don’t want your comments posted at all.  

Yes - Can post comments with first name/initials = 1 
Yes - Can post comments without any identification = 2
No - Do not post any comments = 3 

End Survey

This concludes the survey. Thank you again for the information you have provided to Triple A regarding your auto repair experience. Have a great day.