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Questionnaire for Service Station/Private Repair Shop

1) Are you company service station or a franchisee of the company or a private repair shop? a) Company service station b) Franchisee of the company c) Private repair shop 2) Mark the products which are serviced by you? Product T.V Washing Machine DVD Player Air Condition Yes No

3) Do you visit customer place to service their electronic products? Both products T.V Washing DVD Player Air Condition 4) How many complains do you receive in a day? Visit customer Place Customer comes with their

Product T.V Washing DVD Player Air Condition

1-5

6-10

11-20

21 and

5) Do you face problems in addressing complaint call, in terms of accessibility to the complaint place? difficult to access In Accessible Easily Accessible 1 1 1 1 1 2 2 2 2 2 3 3 3 3 3 Accessible Neutral

a) Within radius of 2 km 4 5 b) Between 2 to 4 km 4 5 c) Between 4 to 10 km radius 4 5 d) Between 10 to 20 km radius 4 5 e) More than 20 km radius 4 5

6) How many service stations do you have in the city?

a) 1 b) 2

c) 3 d) More than three

7) Tick the different services offered by you to your customers? Services/products T.V. Washin g Machin e DVD Player Air Condition er

Annual maintenance contract Free service camp Substitute product Discount(when)

8) Do you charge for inspection of the product? Product T.V Washing Machine DVD Player Air Condition Yes No

9) Does customer complain for the charges charged by you? a) Yes b) No

10) Do you enter in any kind of maintenance contract with your customers? ( If Yes, please specify the period) Product T.V Washing Machine Yes No

DVD Player Air Condition 11) What are your policies for repeat customers? (With the same problem) a) Return back the service charges b) Replace the entire product (if the product is in warranty period) c) Charge them normally d) Give

12)

What is the maximum time period for servicing the product? a. On the same day b. Within 1 to 2 days c. 2 to 4 days d. 4 days or more

13) For which among the following company do you provide your services? a. LG c. Videocon b. Samsung d. Sony 14) What do you feel are the customers perusing your service center as Attributes Transparency Quick service Genuinity Company reference Fast service 1 2 3 4 5

On site service Low cost Good service After service quality support Are you willing to enter into some kind of strategic allies with Company service station / private repair shop? Definitely maybe cant say dont think so definitely not Yes ________ ________ ________ ________ ________ Name: Area Contact Number Age: