SUMMING UP YOUR EXPERIENCE

1. For the AAA Emergency Road Service identified above, which of the following services did you use? (Check all that apply)
Battery (jump start)Battery replacementFlat tire serviceFreeing stuck vehicleFuel delivery
Lockout/locksmithMinor mechanical repairTowingOther
Please specify other if applicable:

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2. For the Roadside Assistance event identified above, how did you obtain service? (Check only one)
Called AAA and they called the service contractor
Called the service contractor directly
AAA told me who to call
Other
Please specify other if applicable:

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3. How did you contact AAA for this Emergency Road Service event?
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 number
Used a telephone other than a cellular or mobile phone
Requested Emergency Road Service online
Other
Please specify other if applicable:

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OVERALL SATISFACTION

4. Overall, how satisfied were you with the AAA Emergency Road Service experience identified above?
Totally SatisfiedSatisfiedNeither Satisfied nor DissatisfiedDissatisfiedTotally DissatisfiedCannot Asses

5. If you were NOT TOTALLY SATISFIED, what could AAA have done to provide exceptional service to you?

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TIMELINESS OF SERVICE

6a. For 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?

6b. How satisfied were you with the response time noted above?
Totally SatisfiedSatisfiedNeither Satisfied nor DissatisfiedDissatisfiedTotally DissatisfiedCannot Asses

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7a. For 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?

7b. How satisisfied were you with the accuracy of the estimate?
Totally SatisfiedSatisfiedNeither Satisfied nor DissatisfiedDissatisfiedTotally DissatisfiedCannot Asses

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8a. Did the service vehicle arrive within 15 minutes of time originally promised? YesNo

8b. Were you kept informed about changes in the estimated time of arrival? YesNo

8c. Were you able to provide the AAA operator with a phone number for AAA to call you? YesNo

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AAA TELEPHONE REPRESENTATIVE

9. Overall, how satisfied were you with the AAA Telephone Representative?
Totally SatisfiedSatisfiedNeither Satisfied nor DissatisfiedDissatisfiedTotally DissatisfiedCannot Asses

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10. How satisfied were you with the AAA Telephone Representative in each of the following areas?

Answered the phone in a timely manner	Totally SatisfiedSatisfiedNeither Satisfied nor DissatisfiedDissatisfiedTotally DissatisfiedCannot Asses
Spoke clearly and was easy to understand	Totally SatisfiedSatisfiedNeither Satisfied nor DissatisfiedDissatisfiedTotally DissatisfiedCannot Asses
Able to do what was necessary to help	Totally SatisfiedSatisfiedNeither Satisfied nor DissatisfiedDissatisfiedTotally DissatisfiedCannot Asses
Courtesy/sympathy/understanding	Totally SatisfiedSatisfiedNeither Satisfied nor DissatisfiedDissatisfiedTotally DissatisfiedCannot Asses
Knowledge of the location	Totally SatisfiedSatisfiedNeither Satisfied nor DissatisfiedDissatisfiedTotally DissatisfiedCannot Asses
Knowledge about AAA policies	Totally SatisfiedSatisfiedNeither Satisfied nor DissatisfiedDissatisfiedTotally DissatisfiedCannot Asses
Provided helpful information	Totally SatisfiedSatisfiedNeither Satisfied nor DissatisfiedDissatisfiedTotally DissatisfiedCannot Asses
Asked the right questions to get the correct information up-front	Totally SatisfiedSatisfiedNeither Satisfied nor DissatisfiedDissatisfiedTotally DissatisfiedCannot Asses

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SERVICE VEHICLE DRIVER

11. Overall, how satisfied were you with the Service Vehicle Driver?
Totally SatisfiedSatisfiedNeither Satisfied nor DissatisfiedDissatisfiedTotally DissatisfiedCannot Asses

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12. How satisfied were you with the Service Vehicle Driver in each of the following areas?

Appearance of service vehicle...	Totally SatisfiedSatisfiedNeither Satisfied nor DissatisfiedDissatisfiedTotally DissatisfiedCannot Asses
Appearance of service vehicle driver...	Totally SatisfiedSatisfiedNeither Satisfied nor DissatisfiedDissatisfiedTotally DissatisfiedCannot Asses
Acknowledgement/greeting	Totally SatisfiedSatisfiedNeither Satisfied nor DissatisfiedDissatisfiedTotally DissatisfiedCannot Asses
Identification(uniform, visible ID, etc.)	Totally SatisfiedSatisfiedNeither Satisfied nor DissatisfiedDissatisfiedTotally DissatisfiedCannot Asses
Courtesy...	Totally SatisfiedSatisfiedNeither Satisfied nor DissatisfiedDissatisfiedTotally DissatisfiedCannot Asses
Calming/reassuring...	Totally SatisfiedSatisfiedNeither Satisfied nor DissatisfiedDissatisfiedTotally DissatisfiedCannot Asses
Effectively communicated with you...	Totally SatisfiedSatisfiedNeither Satisfied nor DissatisfiedDissatisfiedTotally DissatisfiedCannot Asses
Knew how to service your vehicle...	Totally SatisfiedSatisfiedNeither Satisfied nor DissatisfiedDissatisfiedTotally DissatisfiedCannot Asses
Driver performed service promptly	Totally SatisfiedSatisfiedNeither Satisfied nor DissatisfiedDissatisfiedTotally DissatisfiedCannot Asses
Going out of the way to help you	Totally SatisfiedSatisfiedNeither Satisfied nor DissatisfiedDissatisfiedTotally DissatisfiedCannot Asses

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13. How satisfied were you that the type of service vehicle sent was appropriate for your situation?
Totally SatisfiedSatisfiedNeither Satisfied nor DissatisfiedDissatisfiedTotally DissatisfiedCannot Asses

SERVING YOU IN THE FUTURE

14. Based on your most recent Emergency Road Service experience, how likely are you to...

Renew your membership with AAA	Definitely WILLProbably WILLMight/Might NotProbably will NOTDefinitely will NOT
Use AAA Emergency Road Service Again?	Definitely WILLProbably WILLMight/Might NotProbably will NOTDefinitely will NOT
Recommend AAA to others?	Definitely WILLProbably WILLMight/Might NotProbably will NOTDefinitely will NOT

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15. Do you have ANY OTHER SUGGESTIONS on how AAA can improve its service to you?

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Your Information

Name:
Phone:	(e.g. 555-555-5555)
Email:
When did you receive service?	[mm/dd/yyyy - hh:mm]