A STUDY ON CUSTOMER SATISFACTION QUESTIONARIES

1. Name:

2. Age:

a) Up to 20 years [ ]
b) b) 21-30 years [ ]
c) 31-40 years [ ]
d) d) 41-50 years [ ]
e) (e) Above 50 years [

3. Gender:

a) Male [ ]
b) (b) Female [

4. Educational Qualification:

a) Up to SSLC [ ]
b) HSC [ ]
c) Graduation [ ]
d) Post Graduation [ ]
e) others specify

5. Occupation:

(a) Salaried [ ]
(b) Self- Employed [ ]
a) Professional [ ]
(c) Student [ ]
(d) others specified

6. Your Status:

a) Single [ ]
b) Married [ ]

7. Your family Type:

a) Nuclear family [ ]
b) Joint Family [ ]

8. Size of the family:

a) 3 Members [ ]
b) 3 6 Members [ ]
c) 79 members [ ]
d) Above 9 members
9.The Two wheeler you own belongs to which company?

a) Hero Moto Corp

b) Bajaj Auto
c) TVS
d) Yamaha
e) Suzuki

10) What influenced your decision to purchase the above mentioned brand of Two Wheeler?

a) Strongly agree
b) Agree
c) Neutral
d) Disagree
e) Strongly Disagree

11.opinion about the two wheeler purchase

1. Aesthetics/Appearance
2. Price
3. Brand Name
4. Reliability
5. Performance
6. Availability of After sales service

12. From where do you get your two wheeler serviced?

1. Company Authorised Service Station.

2. Unauthorized Service Station (Road side Mechanic).
3. Both

13. Did you avail the free maintenance services given by the company?

If yes how many?

1) Yes
2) ) No
3) All Some Difficult
4) To Say
5) Few
6) None

14.Do you get any SMS / Mails / Reminders from the company, as reminders for your two
wheeler service? If yes what was the frequency?

a. Yes
 b. No
b) Always
c) Very Often
d) Cant Say
e) Sometime
f) Never

15.) After getting your two wheeler serviced at company authorised service station, what is
your satisfaction level?

a) Excellent
b) Good
c) difficult to say
d) Bad
e) Very Poor

16.After getting your two wheeler serviced at non authorised service station, what is your
satisfaction level?

a) Excellent
b) Good
c) difficult to say
d) Bad
e) Very Poor

17.How often do you get your two wheeler serviced?

a) Once a month
b) Once in 2 months
c) Once in a Quarter
d) . Once in six month
e) Once a year

18.Does availability of companies after sales service has a significant impact on your
purchase decision? If yes kindly rate the impact on scale of 1 5?

a) High Impact
b) Moderate Impact
c) Cant Say
d) Low Impact
e) No Impact

19.Having a good after sales service network would help the companies to sell their products
easily? If yes, to what percentage the sales would increase?

a) 0-10 %
 b) 11 -20%
c) 21- 30%
d) 31- 40%
e) Above 41%

20.If the two wheeler companies adopt effective Customer relationship strategies, will their
Two wheeler sales increase? If yes, to what percentage the sales would increase?

a) 0-10 %
b) 11 -20%
c) 21- 30%
d) 31- 40%
e) Above 41%

21.Having an effective customer relationship strategy would get the company new customers
for after sales service? If yes, to what percentage the sales would increase?

a) 0-10 %
b) 11 -20%
c) 21- 30%
d) 31- 40%
e) Above 41%

22.Why do / would you get your two wheeler serviced from Company Authorised Service
Station?

a) Strongly agree
b) Agree
c) Neutral
d) Disagree
e) Strongly Disagree

23. Rate all the factors on a scale of 1 5, 5 4 3 2 1 Strongly agree Agree Neutral Disagree
Strongly Disagree

a) Warranty
b) Guarantee.
c) Original Parts
d) Peace of Mind
e) Special Offers
f) Availability of latest equipments
g) Trust
h) Annual Maintenance Contract
 i) Near to Residence

24. Why dont / wouldnt you get your two wheeler serviced from Company Authorised
Service Station? Rate all the factors on a scale of 1 5, 5 4 3 2 1 Strongly agree Neutral
Disagree Strongly Disagree

a) expensive
b) Time Consuming
c) Far from residence
d) End of Free service
e) Expire of warranty / guarantee tenure
f) Lack of Trust

25) Why do / would you get your two wheeler serviced from Unauthorized Service Station
(Road side Mechanic)? Rate all the factors on a scale of 1 5, 5 4 3 2 1 Strongly agree Agree
Neutral Disagree Strongly Disagree

a) . Peace of Mind
b) . Less Time Consuming)
c) Near to Home/Office ()
d) Cheaper Price
e) Special Offers
f) Trust
g) Credit Facility

26) Why dont / wouldnt you get your two wheeler serviced from Unauthorized Service
Station (Road side Mechanic)?

a) Expensive
b) Time Consuming
c) Non Availability of guarantee
d) Non Availability of genuine spare parts
e) . Low
f) Lack of waiting room facility
g) Non availability of latest equipments
h) No

27) Did you buy an Annual Maintenance Contract with Company Authorised Service
Station? If yes kindly rate the Experience of AMC on scale of 1 5?

a) Excellent
b) Good
c) difficult to say
d) Bad
e) Very Poor
28.Which offer/schemes did you receive while getting your two wheeler serviced from
Company Authorised Service Station?

a) . Discount on Spares.
b) 2. Discount of Labour.
c) Free Wash
d) Extended warranty
e) Free Break down service
f) Others (Specify)_________________________

29) If the two wheeler companies adopt any Customer relationship strategies, will it increase
your satisfaction level ? If yes Rate the factors on a scale of 1 5.

Very High
Neutral
Low
Very Low

30.) Availability of company after sales service will have a significant impact on your repeat
purchase of same company product? If yes Rate the factors on a scale of 1 5,

a) Very Effective
b) Effective
c) Neutral
d) Highly Ineffective