Malaysia-Service Manager Questionnaire Survey

This survey aims to understand the current work situation, core pain points, and training needs of service directors. We will combine the survey results to customize more targeted training for everyone, effectively solving work challenges and improving job capabilities. Please answer truthfully.
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1.
Your age group is:
Under 20 years old
21-30 years old
31-40 years old
41-50 years old
51-60 years old
Over 61 years old
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2.
How long have you been working in the automotive industry?
Less than 1 year
3-5 years
5-10 years
Over 10 years
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3.
How long have you been working as a Service Director?
Less than 1 year
3-5 years
5-10 years
Over 10 years
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4.
Which brands have you worked with? (Multiple choice)【多选题】
Japanese brands (e.g., Toyota, Honda, Nissan, Isuzu, Mitsubishi, etc.)
German brands (e.g., Volkswagen, Skoda, Volvo, etc.)
German premium brands (e.g., BMW, Mercedes-Benz, Audi, Porsche, Maybach, etc.)
American brands (e.g., Tesla, Ford, Chevrolet, Buick, Cadillac, etc.)
Other Chinese new energy brands (e.g., XPeng, Lynk ＆ Co, Great Wall, MG, etc.)
Other (please specify)
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5.
Before becoming a Service Manager, which positions have you held? (Multiple choice)【多选题】
Parts Manager
Warranty Specialist
Customer Relationship Officer
Service Advisor / Front Desk Supervisor
Technical Manager / Workshop Supervisor
Mechanical Technician / Body Repair Technician
Sales Consultant / Sales Manager
Other (please specify)
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6.
What are the biggest challenges you face in your work?【多选题】
Difficulty in employee management
Insufficient staff
High pressure to improve NPS
Difficulty retaining technical staff
Slow parts supply or inventory pressure
Difficulty handling customer complaints
Ineffective use of digital tools
Issues interpreting manufacturer policies
Pressure to achieve after-sales revenue targets
Poor cross-departmental collaboration (e.g., coordination with sales and marketing departments)
Other (please specify)
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7.
What are the most common personnel management issues you encounter when managing a team? (Multiple choice)*【多选题】
High employee turnover / unstable workforce
Lack of employee motivation
Lack of employee responsibility
Employees unwilling to participate in in-store training
Insufficient training resources in-store
Lack of performance evaluation authority
Lack of personnel appointment and removal authority
No funds for team building
Large skill gaps among employees, making unified training difficult
Severe loss of key employees
Unclear team division of labor, leading to low collaboration efficiency
Other (please specify)
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8.
What do you think are the reasons for the low NPS score in your store? (Multiple choice)【多选题】
Targets are too high
Customer demands are too high
Insufficient employee capabilities
Slow parts supply
Unfamiliarity with or inefficiency in SOP (Standard Operating Procedures)
Lack of adequate management tools
Lack of scientific methods and tools to improve NPS
Service experience lacks emotional value, making it difficult to generate customer recommendations
Slow after-sales response speed
Insufficient transparency in service pricing
Other (please specify)
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9.
What abilities do you think the current after-sales team most needs to improve? (Multiple choice)【多选题】
Business management ability / ability to meet business budget targets
Fault diagnosis ability for new energy vehicles
Customer communication and complaint handling skills
Digital tool operation ability
Standardized execution ability of service processes
Team collaboration and cross-departmental communication skills
Digital parts management ability
Ability to improve repair efficiency management
Service experience innovation ability
Insurance business expansion and renewal ability
Customer retention and secondary conversion ability
Emergency handling ability for major complaints and quality incidents
Other (please specify)
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10.
How do you evaluate the current training support provided by BYD Academy?【多选题】
Very sufficient, effectively improving team capabilities
Basically meets needs, but frequency is low and training is scarce
Basically meets needs, but content is too basic and simple
Incomplete coverage, lacking targeted training
Other (please specify)
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11.
In your daily work, what types of support do you most hope to receive? (Multiple choice)【多选题】
More targeted training
Support in interpreting manufacturer policies
One-on-one management guidance
Support for digital management tools (aligned with BYD's after-sales digital transformation)
Resources related to optimizing parts supply (to address parts supply pain points)
Sharing of industry best practice cases (to learn from peers' experiences)
Other (please specify) __________
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