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
2. How long have you been working in the automotive industry? Less than 1 year 3-5 years 5-10 years Over 10 years
3. How long have you been working as a Service Director? Less than 1 year 3-5 years 5-10 years Over 10 years
4. Which brands have you worked with? (Multiple choice) 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)
5. Before becoming a Service Manager, which positions have you held? (Multiple choice) 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)
6. What are the biggest challenges you face in your work? 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)
7. What are the most common personnel management issues you encounter when managing a team? (Multiple choice)* 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)
8. What do you think are the reasons for the low NPS score in your store? (Multiple choice) 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)
9. What abilities do you think the current after-sales team most needs to improve? (Multiple choice) 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)
10. How do you evaluate the current training support provided by BYD Academy? 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)
11. In your daily work, what types of support do you most hope to receive? (Multiple choice) 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) __________