Auto Repair Shop Customer Service Survey

Running an auto repair shop means balancing technical expertise with exceptional customer service—and the only way to know if you're hitting the mark is to ask. This auto repair shop customer service survey template helps you capture detailed feedback on every touchpoint of the repair experience, from initial estimates and mechanic communication to shuttle services and warranty explanations.

Whether you're an independent garage, a franchise service center, or a dealership workshop, customer feedback drives retention and referrals in an industry built on trust. This template is designed specifically for automotive service professionals who want to measure satisfaction across the metrics that matter most: pricing transparency, timeline accuracy, technician professionalism, and post-repair confidence.

Built for the auto repair industry

This survey goes beyond generic "rate your experience" questions. It includes targeted fields for evaluating mechanic communication quality, pricing breakdown clarity, repair timeline accuracy, shuttle or loaner vehicle services, waiting area comfort, and how well warranty and service plans were explained. You can also capture specific vehicle and service details to correlate feedback with job types, making it easier to spot patterns and improve operations.

The form is mobile-friendly and quick to complete—critical for customers filling it out in the parking lot or from a follow-up text or email. Use conditional logic to show follow-up questions only when needed (for example, asking about the shuttle service only if they used it), keeping the survey short and relevant for every respondent.

Automate follow-up and reporting with Paperform and Stepper

Once a customer submits feedback, you can set up automated workflows using Stepper to route responses where they need to go. Send high scores to your marketing team for testimonial requests, flag low ratings for immediate follow-up by a manager, log feedback in your CRM or Google Sheets for trend analysis, and trigger thank-you emails with service discount codes to encourage repeat business.

Paperform's AI Insights can summarise open-ended feedback across hundreds of responses, surfacing common themes like "wait time concerns" or "excellent communication" without manual review, so you can act on what matters most.

Easy to customise, ready to use

Adjust the questions, rating scales, and branding to match your shop's tone and services. Add your logo, shop photos, and custom colors to reinforce your brand. Embed the survey on your website, send it via email or SMS after each service appointment, or print a QR code for the counter.

Trusted by auto repair professionals who care about customer experience, this template helps you turn feedback into loyalty, referrals, and a reputation for service that goes beyond the wrench.