CUSTOMER SATISFACTION SURVEY

Please spare some time to fill the given questionnaire. Tick in the appropriate boxes to show your
satisfaction level with facilities given by shopping malls.

1 = Strongly Dissatisfied 2 = Dissatisfied No: _______

3 = Neutral 4 = Satisfied 5 = Strongly Satisfied

Q1. (Please read the below facilities provided by malls and tick in appropriate box)

SR NO. Facilities provided by mall 1 2 3 4 5

1 Location of mall

2 Loyalty bonus

3 Parking facilities

4 Children playing area

5 Trolley for carrying shopped goods

6 Replacement of products

7 Variety of products available in mall

8 Freshness of products (For vegetables, fruits etc.)

9 Cleanliness in malls

10 Theme based decoration

11 Music

12 Walking space in mall

13 Arrangement of products

14 Drinking water facilities

15 Toilet facilities

16 Proper display of price tags

17 Correct information on bills/receipt

18 No of bill payment counters

19 Time for which mall remains open

20 Waiting time in line for check out/bill payment

SR NO. Facilities provided by mall 1 2 3 4 5

 21 Price of products sold in mall

22 Promotion/discount given by mall

23 Availability of salesman on counters

24 Helpfulness of salesman

25 Problem solving ability of salesman

26 Changing rooms in mall

27 Security measures taken by mall to ensure safety of

belongings of customer

28 Proper packaging of the goods purchased from mall

29 Lighting in mall

30 Proper ventilation facility in mall

Q2. Since how long you are purchasing goods from shopping malls? (Tick any one)
< 1 Year 1 to 2 Years 2 to 3 Years > 3 Years
Q3. Frequency of visiting mall in a month: (Tick any one)
One time Two times Three times Four times
More than four times
Q4. Method of payment used when shopping from a mall: (Tick whichever is applicable)
Cash Debit card Credit card Vouchers
Personal Information
Gender: Male Female Age: ________ Years
Marital Status: Married Unmarried
Mall: (Tick the mall from which you shop most frequently)
D-Mart Reliance Big bazaar
Family Income (Monthly): < 15,000 Rs. 45,000 to 60,000 Rs
15,000 to 30,000 Rs above 60,000 Rs
30,000 to 45,000 Rs
Occupation: Student Housewife Salaried Professional
Business Retired