Introduction
After Sales Goes Online
wolk after sales experts
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1.3
NOTES TO THE QUESTIONNAIRE
The survey was conducted in August 2012 and is based on an online questionnaire with
1.062 participants in Germany. The sample was randomly chosen according to
representative criteria of the main unit of German car drivers. The representative criteria
were the structure of age by years, gender, residence, car brand segment and car age by
years.
In
Table 2
the frequencies of the total population in Germany compared to our sample
structure are shown.
With the help of an online panel it was possible to allow only German car drivers to
participate at our online questionnaire. Those participants were responsible for the car
service and maintenance for their cars in their household.
If they were not the responsible person for car maintenance and service they were asked to
complete the questionnaire together with the decision maker.
83% of the questionnaires were completed by persons who are responsible for car service
and maintenance.
The questionnaire had 38 questions and was divided into five blocks.
…about the general usage of the internet
…about the offline car service and maintenance in general
…about the usage of the internet concerning cars, parts and services
…about Online Car Service Portals
…statistical questions
1...,4,5,6,7,8,9,10,11,12,13 15,16,17,18,19