CUSTOMER SATISFACTION TOWARDS RETAIL SERVICES PROVIDED BY BIG BAZAAR

QUESTIONNAIRE

Name:
Age:
Gender: a) Male b) Female
Occupation:
Income:
1. How frequently do you visit Big Bazaar?
A. Once in a week B. Twice in a week C. During Special offers/Discounts
D. Whenever the need arises
2. What are the factors that influence you to purchase in Big Bazaar?
A. Price B. Quality C. Brand image D. easy availability E. offers and discounts
3. Are the materials associated with this store's service (such as shopping bags, trolls, catalogs or statements) visually
appealing?
A. strongly agrees B. agree C. Neutral D. Disagree
4. a) How do you rate the service at Customer Service Desk?
A. highly satisfied B. satisfied C. Neutral D. dissatisfied
b) If dissatisfied, what is the reason, please specify__________.
5. a) Are you aware of home delivery services?
A. Yes B. No
b) If yes, are you using home delivery services?
A. Yes B. No

6. Did you aware of these services? Mark yes or no. If yes Rate the services. Rate from 1 to 5

SERVICES Yes or No If Yes, did you use the service If Yes, level of satisfaction

Gift wrapping

Shopping assistant

Elders special

Wheel chair
assistance

Alterations
 Information desk

7. a) Are you utilized exchange and return services?

A. Yes B. No
b) If yes how do you rate the service?
A. highly satisfied B. satisfied C. Neutral D. dissatisfied
c) If dissatisfied, what is the reason, please specify _____________.
8. a) level of satisfaction with billing services?
A. highly satisfied B. satisfied C. Neutral D. dissatisfied
b) If dissatisfied, what is the reason, please specify______________.
9. a) Does the store layout makes you easy to move across the store?
A. Yes B. No
b) If yes, how do you rate the service?
A. highly satisfied B. satisfied C. Neutral D. Dissatisfied
c) If dissatisfied, what is the reason, please specify____________.
10. Do you think there were enough signage’s in the store that provides the information needed?
A. Yes B. No
11. Please tick the appropriate option according to you, about Big Bazaar facilities and ambiance:

Parameter excellen Good average Fair Poor

t
Cleanliness
Presentation of facility
Feeling Of Safe Environment/Security
Rest room & Trail room
Trolley facility
Lighting

12. Please tick the following parameter of Staff Responding:

Particulars Excellent Good average Fair Poor

Staff delivers the appropriate service as promised

Knowledgeable Staff
Communicating Information Provided
Available in a timely manner
Staff greeted & offered to help you
Behavior of staff makes you feel that you
can trust

Friendliness Staff

13. What is the overall satisfaction level about this Big Bazaar branch?

A. highly satisfied B. satisfied C. Neutral D. dissatisfied, Please Specify__________.

14. Would you like to visit Big Bazaar again?

A. Yes B. No

Questions belong to future pay

1. Do you have future pay app?

A. Yes B. No

2. How do you know about the future pay app?

Answer: _____________

3. Do you receive notifications about future pay offers, cash backs and discounts?

A. Yes B. No

4. How frequently are you using future pay for paying bills?

Answer: _____________

5. Do you aware of price match option in future pay app?

A. Yes B. No

a) If yes did you utilized the service?

A. Yes B. No

6. Are you using future pay in other stores?

A. Yes B. No

7. Average cash back getting per month?

Answer: _____________

8. Are you feeling comfortable when using future pay app?

A. Yes B. No Specify reason__________

9. Please rate the Satisfaction level of future pay services.

A. Highly satisfied B. Satisfied C. Neutral D. Dissatisfied
If dissatisfied, what is the reason, please specify _____________.
10. Any suggestions or comments?
_____________________________________________________