Summing Up Your ExperienceFor the AAA Emergency Road Service identified above, which of the following services did you use? (Check all that apply) Battery (Jump Start) Battery Replacement Flat Tire Service Freeing Stuck Vehicle Fuel Delivery Lockout/locksmith Minor Mechanical Repair Towing For the Roadside Assistance event identified above, how did you obtain service? (Check only one)Called AAA and they called the service contractorCalled the service contractor directlyAAA told me who to callHow did you contact AAA for this Emergency Road Service event? (Check only one)Used a cellular or mobile phone and called 1-800-AAA-HELP (1-800-222-4357)Used a cellular or mobile phone and called another numberUsed a telephone other than a cellular or mobile phoneRequested Emergency Road Service onlineOverall SatisfactionOverall, how satisfied were you with the AAA Emergency Road Service experience identified above?Totally SatisfiedSatisfiedNeither Satisfied nor DisatisfiedDisatisfiedTotally DisatisfiedIf you were NOT TOTALLY SATISFIED, what could AAA have done to provide exceptional service to you?Timeliness of ServiceFor the Roadside Assistance event identified above, how long did it take for you to receive service from the time the phone call or internet request was completed until the service vehicle arrived?How satisfied were you with the response time noted above?Totally SatisfiedSatisfiedNeither Satisfied nor DisatisfiedDisatisfiedTotally DisatisfiedCannot AssessFor the Roadside Assistance event identified above, what estimate did the telephone representative give you for the time it would take for the service vehicle to arrive?How satisfied were you with the accuracy of the estimate?Totally SatisfiedSatisfiedNeither Satisfied nor DisatisfiedDisatisfiedTotally DisatisfiedCannot AssessDid the service vehicle arrive within 15 minutes of time originally promised?YesNoWere you kept informed about changes in the estimated time of arrival?YesNoWere you able to provide the AAA operator with a phone number for AAA to call you?YesNoAAA Telephone RepresentativeOverall, how satisfied were you with the AAA Telephone Representative?Totally SatisfiedSatisfiedNeither Satisfied nor DisatisfiedDisatisfiedTotally DisatisfiedCannot AssessHow satisfied were you with the AAA Telephone representative in each of the following areas?- Answered the phone in a timely mannerTotally SatisfiedSatisfiedNeither Satisfied nor DisatisfiedDisatisfiedTotally DisatisfiedCannot Assess- Spoke clearly and was easy to understandTotally SatisfiedSatisfiedNeither Satisfied nor DisatisfiedDisatisfiedTotally DisatisfiedCannot Assess- Able to do what was necessary to helpTotally SatisfiedSatisfiedNeither Satisfied nor DisatisfiedDisatisfiedTotally DisatisfiedCannot Assess- Courtesy, sympathy & understandingTotally SatisfiedSatisfiedNeither Satisfied nor DisatisfiedDisatisfiedTotally DisatisfiedCannot Assess- Knowledge of the locationTotally SatisfiedSatisfiedNeither Satisfied nor DisatisfiedDisatisfiedTotally DisatisfiedCannot Assess- Knowledge about AAA policiesTotally SatisfiedSatisfiedNeither Satisfied nor DisatisfiedDisatisfiedTotally DisatisfiedCannot Assess- Provided helpful informationTotally SatisfiedSatisfiedNeither Satisfied nor DisatisfiedDisatisfiedTotally DisatisfiedCannot Assess- Asked the right questions to get the correct information up-frontTotally SatisfiedSatisfiedNeither Satisfied nor DisatisfiedDisatisfiedTotally DisatisfiedCannot AssessService Vehicle DriverOverall, how satisfied were you with the Service Vehicle Driver?Totally SatisfiedSatisfiedNeither Satisfied nor DisatisfiedDisatisfiedTotally DisatisfiedCannot AssessHow satisfied were you with the Service Vehicle Driver in each of the following areas?- Appearance of service vehicle...Totally SatisfiedSatisfiedNeither Satisfied nor DisatisfiedDisatisfiedTotally DisatisfiedCannot Assess- Appearance of service vehicle driver...Totally SatisfiedSatisfiedNeither Satisfied nor DisatisfiedDisatisfiedTotally DisatisfiedCannot Assess- Acknowledgement/greetingTotally SatisfiedSatisfiedNeither Satisfied nor DisatisfiedDisatisfiedTotally DisatisfiedCannot Assess- Identification(uniform, visible ID, etc.)Totally SatisfiedSatisfiedNeither Satisfied nor DisatisfiedDisatisfiedTotally DisatisfiedCannot Assess- Courtesy...Totally SatisfiedSatisfiedNeither Satisfied nor DisatisfiedDisatisfiedTotally DisatisfiedCannot Assess- Calming/reassuring...Totally SatisfiedSatisfiedNeither Satisfied nor DisatisfiedDisatisfiedTotally DisatisfiedCannot Assess- Effectively communicated with you...Totally SatisfiedSatisfiedNeither Satisfied nor DisatisfiedDisatisfiedTotally DisatisfiedCannot Assess- Knew how to service your vehicle...Totally SatisfiedSatisfiedNeither Satisfied nor DisatisfiedDisatisfiedTotally DisatisfiedCannot Assess- Driver performed service promptlyTotally SatisfiedSatisfiedNeither Satisfied nor DisatisfiedDisatisfiedTotally DisatisfiedCannot Assess- Going out of the way to help youTotally SatisfiedSatisfiedNeither Satisfied nor DisatisfiedDisatisfiedTotally DisatisfiedCannot AssessHow satisfied were you that the type of service vehicle sent was appropriate for your situation?Totally SatisfiedSatisfiedNeither Satisfied nor DisatisfiedDisatisfiedTotally DisatisfiedCannot AssessServicing You in the FutureBased on your most recent Emergency Road Service experience, how likely are you to renew your membership with AAA?Definitely WillProbably WillMight/Might NotProbably NotDefinitely Will NotBased on your most recent Emergency Road Service experience, how likely are you to use AAA Emergency Road Service Again?Definitely WillProbably WillMight/Might NotProbably NotDefinitely Will NotBased on your most recent Emergency Road Service experience, how likely are you to recommend AAA to others?Definitely WillProbably WillMight/Might NotProbably NotDefinitely Will NotDo you have ANY OTHER SUGGESTIONS on how AAA can improve its service to you?
