There are three main sections to the survey: the design and build aspects of the caravan, how it performs on site and on the road, and feedback on the buying experience.
The first few questions are for background information and are just collated. The graded sections ask respondents to tick ‘good’, ‘acceptable’, or ‘poor’. These score 10-5-0 marks or 30-15-0, respectively, depending upon importance. Under ‘Faults reported’, 1-3 faults score -10 for dealer and manufacturer, 4-6 faults are marked as -20 for both, and 7+ faults score -30.
The final questions represent a considered overall judgement and are therefore loaded accordingly. The questions are: ‘Would you buy another caravan of this make?’ and ‘Would you return to this dealer to buy another caravan?’ In each case, ‘Yes’ scores 50 marks, ‘Perhaps’ scores 25 marks, and ‘No’ scores 0 marks.
The scores for manufacturer and dealer are each totalled and expressed as a percentage. Although enthusiastic owners may over-mark, we do not downgrade responses – so we require a minimum number of 12 responses for each manufacturer or dealer so that the results are balanced.
Using this information, we then calculate satisfaction scores for manufacturers and supplying dealerships, awarding Gold (85-100%) or Silver (70-84%) awards where appropriate.