KIA Motors Customer Satisfaction Survey: Analysis and Key Findings

Sample and analysis
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Table of Contents
Introduction......................................................................................................................................3
Purpose of the survey.......................................................................................................................3
Development of a survey.................................................................................................................3
Administration process....................................................................................................................3
Data analysis....................................................................................................................................4
Key findings.....................................................................................................................................5
Conclusion.......................................................................................................................................7
References........................................................................................................................................8
Appendix..........................................................................................................................................9
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Introduction
The external factors such as vendors, customers, suppliers, etc are the most prominent factors for
a business in order to extend the business performance. The main objective of getting the aspects
of the business can gradually increase the factors of productivity and increase the numbers of
customers. In terms of making higher profit and revenue generation, the companies deal with the
customers’ requirements and concentrate on their basic necessities. This statement is clearly
displaying the performance of KIA Motors. KIA Motors is one of the largest leading
organizations gradually satisfying their customer by providing them out of the box service.
Basically this assignment showcases the business performance and other aspects with the help of
a random survey sampling. This survey will illustrate the concerns related to the KIA motors.
The survey has been conducted for the purpose of outlining the major issues and how can be
solved.
Purpose of the survey
This is important to explain the objective or motivation behind the survey as it will make the
base of starting the survey in essential methods. The primary reason for this specific survey is to
comprehend the viewpoint of customers in regards to the administrations of KIA motors.
Alongside that, this will likewise comprehend the present needs of improvisation in the
organization (de Moura and Botter, 2017).
Development of a survey
This is the most important part to utilize the appropriate strategy to achieve the procedure of
surveys. The methodology which has been utilized to commence the survey is Survey monkey.
Survey monkey is one of the most effective tools for making online cloud-based surveys. This
instrument has utilized in this assessment to interact with the individuals and served to carefully
get their reactions.
Administration process
The survey has been conducted through the assistance of online survey sampling tool that is
survey monkey. The web connection of specific survey has distributed among the customers and
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requested that they give their reactions. This has provided a better understanding of their
qualities and respect for efficiency.
The explanation for selecting this platform for collecting the survey, survey monkey is the most
understandable & dependable to be utilized. Besides, this is very difficult to approach every
place or each customer just to get the responses of customers it could be more hectic or time-
consuming. To accomplish the reactions in the given time with accurate and centric results,
survey monkey is the best alternative to be utilized (Grant, et. al., 2015).
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Data analysis
Question 1 Based on the below categories, why you are buying the product of KIA motors?
The graphical representation is illustrating that most of the customers have suggested the equal
rate and percentage of suggestions in the context of buying the products of KIA motors. As
mentioned that 6 people are likely towards 7-year warranty services and 6 are likely towards
low-cost maintenance 2 peoples are going behind wider interior space but nobody gave other. It
is clearly demonstrating that services of KIA motors are comparatively good and better than any
other car brand. Out of 15 responses, one respondent has skipped the question may be due to
some personal reason.
Question 2 since how long you are the part of KIA motors? If not, please select the last
option?
This survey has illustrated the question and asked the people so they said that they are the part of
KIA motors since a very long time. After the segregation, it has been found that people are
categorized in the time interval such as 5 of them have chosen less than 3 years, 4 of them have
chosen 4-6 years, 2 of them choose more than 6 years and 4 have chosen none of the above. So
basically it is demonstrating that most of the customers are the part of KIA motors since a very
long time. However, those who are not may they either about to become or have not experienced
KIA motors yet (Maingi, 2014).
Question 3 How would you recommend the KIA motors to the other members?
This graphical representation has clearly demonstrated that out of 15 surveys, nobody has
selected the strongly oppose or oppose. It is clearly showcasing that people are very likely to use
the services of KIA motor in terms of retaining their relationship. The graphical representation is
demonstrating that 7 people will strongly recommend the services, 6 will recommend the
services and 2 were happy with the services but no likely to recommend.
Question 4 How often does the KIA motor cars need servicing & maintenance?
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Based on this question, the respondents have chosen that most of the customers prefer that a car
service is required once in 3 months. Some of the customers have also selected other options
such as 3 have selected once in a month, 2 have selected once in 2 months, 8 have selected once
in 3 months and 1 has selected no suggestion. So this graphical representation has clearly stated
that a car of KIA motors needs service almost once in 3 months (Soviar, et. al., 2019).
Question 5 which service or facility influences you to be the part of KIA motors?
The facilities and services are provided by the KIA motors influence its customer in terms of
positive manner. There are almost three major services that have been provided to the customers
such as online bookings, customer awareness and accident repairs. So 7 customers have selected
the services of online booking, 5 customers have selected its customer awareness and 3 are in
favour of accident repairs. In the event of getting higher recognition, this question has provided a
clear understanding of their services.
Question 6 what do the KIA motors service plan covers at the most digestible prices?
This graphical representation has demonstrated that most of the customers likely to pay less and
get high-quality services. So this question is demonstrating that which of its service customer
like the most because of fewer prices. 8 customers have like the cost of car parts, 4 customers
have selected lubricants & labours, 1 has selected MOT test and 2 have selected other services of
the company. This question is clarifying the aspect that customers are like it cost of the car parts
as they are very pocket-friendly (Xu, et. al., 2017).
Question 7 Are the KIA motors values the culture and recent trends of Australia?
As the survey is displaying the results that customer is in favour of culture and trends. The
customers have understood that the services and products in the market of Australia clearly
understand the aspects and respect the culture and lifestyle of people. The recent trends have
demonstrated that 12 customers are in favour of KIA motors 3 customers are not in favour.
Basically the results are showing that KIA motors are correctly and ethically growing in other
international boundaries.
Question 8 what do KIA motors offer to its customers?
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