Dear Respondent,
I am currently pursuing MBA (Bangalore University) from Acharya Institute of Management & Sciences and this study on “customer satisfaction” is a part of my MBA Programme. This survey is done to collect data for my study. I request you to please spare few minutes to answer the following questions.
Thank you, Aprameya.B.A
Name of Respondent: Designation:
1. Make and Model with year?

2. What helped you to make a decision to purchase this brand?
a. Print ad ÿ b. Auto shows ÿ c. Hoardings ÿ d. Promotional offers ÿ
e. Automobile company websites ÿ f. Value for money ÿ
g. Any others specify
3. Who was involved in the purchase decision of your new vehicle?
a. Yourself ÿ b. Family ÿ c. Friends ÿ d. Colleagues ÿ
4. How was your new vehicle delivered to you?
a. Authorized dealer ÿ b. Agent of the dealer ÿ
c. Auto finance company /bank ÿ d. Self pick up ÿ
5. Additional service packages offered by the dealer such as 1 year insurance or 3 yr service?
a. At free cost ÿ b. At an additional charge ÿ c. Nil ÿ

6. Why did you choose to purchase from this dealer instead of other dealers selling the same brand?

a. Offered me the best deal ÿ b. Proximity to my residence ÿ
b. Hassle free negotiation ÿ d. Delivered to home ÿ
c. Recommendation from others ÿ
d. Any others specify ÿ

7. The sales person spent enough time with you to explain all your queries?

a. Strongly agree ÿ b. Agree ÿ c. Disagree ÿ d. Strongly disagree ÿ

8. Was the vehicle delivered with some kind of special ceremony such as

a. Photograph with family ÿ b. Sweet boxes ÿ c. Books ÿ
d. Any others specify ÿ
9. What was the waiting time for delivery?
a. Immediately ÿ b. Within 1 week ÿ c. Within 1 month ÿ
d. Any others specify ÿ
10. For which of the following purpose were you contacted by the dealer after delivery?
a. Thank you calls ÿ b. Special service offers ÿ c. Invitation for owner’s event ÿ
d. To check vehicle condition ÿ e. To set up regular service visit ÿ
f. To ensure that customer is satisfied ÿ
e. Others specify ÿ
11. Did your sales representative offered to provide you with loan assistance?
a. After I asked for it ÿ b. Yes, although I did not ask for it ÿ c. Not at all ÿ
12. The terms of loan were satisfactory
a. Strongly agree ÿ b. Agree ÿ c. Disagree ÿ d. Strongly disagree ÿ
13. How good was the sales representative in concluding the deal?
a) Excellent ÿ b) Good ÿ c) Satisfactory ÿ d) Not satisfactory ÿ
14. As a customer you are happy with periodical checkups of the vehicle
a) Extremely satisfied ÿ b) Moderately satisfied ÿ
c) Slightly dissatisfied ÿ d) Extremely dissatisfied ÿ
15. You are very happy with the customer service whenever you approach them with the queries
a) Extremely satisfied ÿ b) Moderately satisfied ÿ
c) Slightly dissatisfied ÿ d) Extremely dissatisfied ÿ
16. You are happy with the mileage
a) Extremely ÿ b) Moderately ÿ c) Slightly ÿ d) Not at all ÿ
17. You are happy with the comfort provided by the vehicle?
a) Extremely ÿ b) Moderately ÿ c) Slightly ÿ d) Not at all ÿ
18. The dealer has efficient break down service management?
a. Strongly agree ÿ b. Agree ÿ c. Strongly disagree ÿ d. Never experienced ÿ
19. Does your dealer have pick up and deliver the car for service?
a. All the times ÿ b. Most of the times ÿ
c. Sometimes ÿ d. Never ÿ
20. With respect to after sales service on 1 to 4 scales give points to your dealer
a. 1 – Poor ÿ b. 2 - Average ÿ
c. 3 – Good ÿ d. 4 – Excellent ÿ