17-03-2013, 04:20 PM
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 b. Auto shows c. Hoardings d. Promotional offers
e. Automobile company websites f. Value for money
g. Any others specify
3. Who was involved in the purchase decision of your new vehicle?
a. Yourself b. Family c. Friends d. Colleagues
4. How was your new vehicle delivered to you?
a. Authorized dealer b. Agent of the dealer
c. Auto finance company /bank d. Self pick up
5. Additional service packages offered by the dealer such as 1 year insurance or 3 yr service?
a. At free cost b. At an additional charge c. Nil
6. Why did you choose to purchase from this dealer instead of other dealers selling the same brand?
a. Offered me the best deal b. Proximity to my residence
b. Hassle free negotiation d. Delivered to home
c. Recommendation from others
d. Any others specify
7.The sales person spent enough time with you to explain all your queries?
a.Strongly agree b. Agree c. Disagree d. Strongly disagree
8.Was the vehicle delivered with some kind of special ceremony such as
a.Photograph with family b. Sweet boxes c. Books
d. Any others specify
9. What was the waiting time for delivery?
a. Immediately b. Within 1 week c. Within 1 month
d. Any others specify
10. For which of the following purpose were you contacted by the dealer after delivery?
a. Thank you calls b. Special service offers
c. Invitation for owner’s event
d. To check vehicle condition e. To set up regular service visit
f. To ensure that customer is satisfied
e. Others specify
11. Did your sales representative offered to provide you with loan assistance?
a. After I asked for it b. Yes, although I did not ask for it c. Not at all
12. The terms of loan were satisfactory
a. Strongly agree b. Agree c. Disagree d. Strongly disagree
13. How good was the sales representative in concluding the deal?
a) Excellent b) Good c) Satisfactory
d) Not satisfactory
14. As a customer you are happy with periodical checkups of the vehicle
a) Extremely satisfied b) Moderately satisfied
c) Slightly dissatisfied d) Extremely dissatisfied
15. You are very happy with the customer service whenever you approach them with the queries
a) Extremely satisfied b) Moderately satisfied
c) Slightly dissatisfied d) Extremely dissatisfied
16. You are happy with the mileage
a) Extremely b) Moderately c) Slightly d) Not at all
17. You are happy with the comfort provided by the vehicle?
a) Extremely b) Moderately c) Slightly d) Not at all
18. The dealer has efficient break down service management?
a. Strongly agree b. Agree c. Strongly disagree
d. Never experienced
19. Does your dealer have pick up and deliver the car for service?
a. All the times b. Most of the times
c. Sometimes d. Never
20. With respect to after sales service on 1 to 4 scales give points to your dealer
a. 1 – Poor b. 2 - Average
c. 3 – Good d. 4 – Excellent