ANNEXURE

QUESTIONNAIRE

A STUDY ON CUSTOMER SATISFACTION ON MARUTI SUZUKI CARS

INDIA PVT LTD IN ADYAR

Personal Details

Name :

Address :

Phone No :

Age :

Gender : Male Female

1. How long you have been using your car?

Less than 1 year
1-3 years
3 -5 years
5 years & above

2. How often do you service your car?

Once in a month
Once in 2 month
Once in 3 month
Once in 4 month

3.Give your opinion about the services charged by CARS motors?

High
Moderate
Low

4.What version of the car do you prefer?

 Petrol
Diesel

5. What are the factors that made you to buy the product?
Mileage
Brand image
Maintenance

6. What is the main reason for your purchase at CARS Motors?

Easy Procedure
Customer satisfaction
Image

7. Were you offered a test drive?

Yes
No

8.Availability of supervisor to attend you?

Excellent
Good
Fair

9.Was the car delivered on the promised time?

Yes Always
Sometimes
Never

10.How do you feel about the behavior of the service staff?

Excellent
Good
Fair
Poor

11.How attentive are the dealers after the warranty period?

Excellent
 Good
Fair

12.Whom do you prefer to service your vehicle with?

Dealer
Local Mechanic

13.If through dealer, how is the quality of the service?

Excellent
Good
Fair
Poor

14.How satisfied are you with the customer care centre?

Highly Satisfied
Satisfied
Somewhat Satisfied

15.Will you purchase another car at CARS Motors?

Yes
No

16.Will you recommend us to your family and friends?

Yes
No

17.How would you rate the customer care personnel?

Excellent
Good
Fair

18.Did the Mechanic explain you the problem in your car?

Yes
No

19. Which day you will leave your car for service?
Sunday
working days