1. How do you find a new company to service your HVAC system? (Check all applicable answers) Yellow Pages Internet Search Word of Mouth Old sticker on your furnace The installation company when you know it From advertisement received by mail Door hanger
Others
2. How do you choose the company to service your HVAC system? (Check all applicable answers)
3. When you call somebody who offers free estimate, do you feel any obligation to this company?
If yes, what will make you give the job to this company?
If not, what will make you decide to ask for another opinion?
Please Specify
6. If you called two companies and one is busy for the next three days and the other is available immediately, which will you make an appointment with?
7. How large of window for an appointment are you willing to tolerate?
8. Will you keep using the services of a company who will call to postpone or cancel an appointment a couple of hours before the appointment (technician is sick, truck failed etc)?
9. Do you expect the service company to call you the day before to confirm the appointment for the following day?
Yes No
10. Do you mind receiving a follow-up phone call to make sure you were entirely satisfied with the service?
11. If you hear that a company does not have any availability for a week, do you think?
This is a busy company therefore it is a good one. I will wait. This is a badly organized company who does not know how to take care of its clients. I will contact someone willing to come on the spot. No opinion on the value of the company
12. If you are busy working the whole day and cannot get service during regular hours but you want your HVAC system fixed ASAP. Will you accept to receive service:
13. If you have to make after hours appointment, are you willing to pay an additional 15%?
Yes No Other value which would be acceptable: (answer should be a number between 1 to 100%)
14. Do you have any ethnicity/nationality preference for your service people?
15. Do you prefer not to be serviced by people of a certain ethnicity/ nationality?
16. You call two companies which give you free estimate; the first company explains to you all about your unit and its problem, the second one checks your system and gives you a price to fix it without much explanation. The first one is 15% more expensive than the second one but
A) both give the same diagnostic. Who do you hire to do the repair?
B) They give different diagnostic. Who do you hire to do the repair?
Cheap but no explanation A bit more expensive but explanation A third company.
17. What matters most to you?
Understanding the problem? Learning about the different solutions? The lowest price? Other
18. If you need to replace your HVAC unit, do you want a service company to provide you
All the options that are available to you One option which the service company has selected for your particular situation
19. If a company services your HVAC system, do you like them to contact you back time to time?
20. If yes, how do you prefer the contact to take place?
21. Do you like to receive reminders about changing your air filter?
22. When you have not heard or been contacted by this company in over a year in which case would you appreciate to be contacted by us?
When they have promotional item When they remind you of a schedule When you have not heard or contacted them in over a year Never
23. If you like the service of a HVAC company, are you likely to talk about it with your friends, relatives and acquaintances?
24. If you DO NOT like the service of a HVAC company, are you likely to talk about it with your friends, relatives and acquaintances?
25. If you DO NOT like the service of a HVAC company, are you likely to express your complaints directly to the company or just ignore them?
Yes No If no, what incentive will help you share your complaints to the service company
26. If you have used a service company for several years, were satisfied with their repair and/or maintenance work, and you need to replace your HVAC system, will you:
Use them without shopping around Shop around and ask them to align their prices with their competitors Shop around and choose the cheapest company Shop around without asking the service company for a quote.
27. If you need to replace your HVAC system and one company gives you for the same equipment a lower price but no financing and the other one gives you 15% more expensive estimate but with 6 months to one year financing, which company are you going to select?
Cheaper price & no financing More expensive but financing
28. If you have been working with a company for some years and they give you an estimate somewhat higher than their competitors, will you
Go with the competitor Talk with your usual company to get the price adjusted
29. If you need to replace your HVAC system what is most important to you? (Grade the choice from 1 to 5 where 5 is most important and 1 is least important, do not use same number twice)
Type of equipment 1 2 3 4 5 Quality of installation 1 2 3 4 5 Company which does is 1 2 3 4 5 A favorable impression about the sales person 1 2 3 4 5
Other Please Specify
30. During the installation of new equipment, do you focus on: (Grade the choice from 1 to 5 where 5 is most important and 1 is least important, do not use same number twice)
How well the work is done esthetically 1 2 3 4 5 How professionally and code compliant the work is done 1 2 3 4 5 How fast the installation is completed 1 2 3 4 5 How friendly the installation crew is 1 2 3 4 5 How clean the installation crew works and how 1 2 3 4 5clean they leave your home when finished
