QUESTIONNAIRE

PART-A
Post sales within 30-45 days

Personal details:

Q.1 What is your gender?

_____Male
_____Female

Q.2 What age group are you in?

_____18-24
_____25-29
_____30-34
_____35-44
_____45-64
_____65 and over

Q.3 In which city is your residence located?

____________________

Q.4 What is your primary occupation?

_________Student
_________Service
_________Business
_________Others

Q.5 What category of annual income do you fit into?

_____0-$20,000
_____$20,001-$35,000
_____$35,001-$50,000
_____$50,001-$100,000
_____$100,001 and above

Q.6 What is your marital status?

_____Married
_____Single

Sales experience:

Q. 7 How convenient was your visit to the dealer shop?

0 1 2 3 4 5 6 7 8 9
Q.8 The car models you were looking for available at the dealerships? Yes/No

Q.9 If no then name the model?

Q.10 How efficient were our sales person in communicating car details to you?
0 1 2 3 4 5 6 7 8 9
Q.11 How efficient were our sales person in communicating insurance details to you?
0 1 2 3 4 5 6 7 8 9

Q.12 How efficient were our sales person in communicating post sales services to you?
0 1 2 3 4 5 6 7 8 9

Q. 13 Rate your overall sales experience?

0 1 2 3 4 5 6 7 8 9
Dealershop staff checklist Excellent Good Average Fair Poor
Staff available in a timely manner.
Staff greeted you and offered to help you.
Staff was friendly and cheerful throughout.
Staff answered your questions.
Staff showed knowledge of the products or services.
Staff offered pertinent advice.
Staff was courteous throughout.
Overall, how would you rate our customer service?

Post sales about the product:

Q. 14 Which model did you purchase? Input answer------------

Q. 15 What is your first reaction to the product?
 Very positive
 Somewhat positive
 Somewhat negative
 Negative
 Neutral
Q. 16 How would you rate the quality of the product?
 Very high
 High
 Medium
  Low
 Very low
Q. 17 How innovative is the product?
 Very high
 High
 Medium
 Low
 Very low
Q. 18 How would you rate the value of money for the product?
 Very good
 Good
 Medium
 Not so good
 Bad
Q. 19 How likely are you to recommend your product to others?
0 1 2 3 4 5 6 7 8 9
Q. 20 In your own words: What did you like the most about the product?

Q. 21 In your own words: What are the changes you would want the current product to have?

PART-B
Yearly questionnaire:
Personal details:

Q.1 What is your gender?

_____Male
_____Female

Q.2 What age group are you in?

_____18-24
_____25-29
_____30-34
_____35-44
_____45-64
 _____65 and over

Q.3 In which city is your residence located?

____________________

Q.4 What is your primary occupation?

_________Student
_________Service
_________Business
_________Others

Q.5 What category of annual income do you fit into?

_____0-$20,000
_____$20,001-$35,000
_____$35,001-$50,000
_____$50,001-$100,000
_____$100,001 and above

Q.6 What is your marital status?

_____Married
_____Single

Pertaining to the product:

Q.7 Have you ever purchased a Subaru car?

Yes _____
No _____ (If No, please skip to Question 7)

Q.8 Which brand of Subaru did you purchase? Please check whichever applies to you.
Outback _____
Forester _____
Legacy _____
Impreza _____
Tribeca_____

Q.9 How likely would you purchase a Subaru brand of car again in the future?
Very Likely _______
Likely _______
Neutral _______
Unlikely _______
Very Unlikely _______
Q.10 How likely would you recommend a Subaru brand of car to your acquaintances?
Very Likely _______
Likely _______
Neutral _______
Unlikely _______
Very Unlikely _______

Q.11 Which brand of Subaru cars you like the most?

Outback _____
Forester _____
Legacy _____
Impreza _____
Tribeca_____

Q.12 Which feature of Subaru cars you like the most?

Performance __________
Mileage __________
Price __________
Design __________
Maintenance __________

Q.13 Which feature of Subaru cars you think lags compared to other competitors?
Performance __________
Mileage __________
Price __________
Design __________
Maintenance __________

Q.14 Please evaluate Subaru brands on the following:

Very Poor Poor Neutral Good Very Good
Reliability 1 2 3 4 5
Performance 1 2 3 4 5
Mileage 1 2 3 4 5
Maintenance 1 2 3 4 5
Price 1 2 3 4 5
Features 1 2 3 4 5

Service experience:
Q.15 Considering your complete experience with our organization, how likely would you be to
recommend us to a friend or colleague?
 0 1 2 3 4 5 6 7 8 9

Q.16 Please rate the following aspects of your experience with our customer service
representative:
 Poor
 Fair
 Good
 Very Good
 Excellent
Q.17 Rate our service team on Knowledge of the product?
 Poor
 Fair
 Good
 Very Good
 Excellent
Q. 18 Rate our service team on Understanding of your issue?
 Poor
 Fair
 Good
 Very Good
 Excellent
Q.19 Rate our service team on Willingness to help?
 Poor
 Fair
 Good
 Very Good
 Excellent
Q.20 Rate our service team on
Efficiency/quickness?
 Poor
 Fair
 Good
 Very Good
 Excellent
Q.21 Rate our service team on
Ability to complete transaction?
 Poor
 Fair
 Good
 Very Good
 Excellent
General:
Q. 22 Overall, how would you rate the product?
 Poor
 Fair
 Good
 Very Good
 Excellent
Q. 23 What was the reason to purchase the product?
 Personal purchase
 Business purchase
 Purchased as gift
 Purchased by someone else at my request
 Other
Q.24 How would you rate the overall value of this product?
 Very high value
 Somewhat high value
 Neutral
 Somewhat low value
 Very low value
Q.25 Please state your likelihood of moving to another vendor for this [PRODUCT]
 Highly Unlikely
 Unlikely
 Unsure
 Likely
 Highly Likely

PART C:
General

Q. 1 Have you ever been associated with a Subaru’s automobile?

 Yes
 No
Q. 2 Have you ever owned a Subaru?
 Yes
 No
Q. 3 Which was the brand of Subaru that you owned?
 Tribeca
 Outback
 Forester
 Legacy
 Impreza
Q. 4 How important are the following parameters in your decision to purchase an automobile?
 Not Important Neutral Very Important
• Mileage 1 2 3 4 5
• Price 1 2 3 4 5
• Stylish 1 2 3 4 5
• Performance 1 2 3 4 5
• Ride & Handling 1 2 3 4 5
• Safety Features 1 2 3 4 5
• Space 1 2 3 4 5
• Comfort 1 2 3 4 5

Q. 5 Please evaluate your experience of the Subaru brand in terms of the parameters identified
below?
Not Important Neutral Very Important
• Mileage 1 2 3 4 5
• Price 1 2 3 4 5
• Stylish 1 2 3 4 5
• Performance 1 2 3 4 5
• Ride & Handling 1 2 3 4 5
• Safety Features 1 2 3 4 5
• Space 1 2 3 4 5
• Comfort 1 2 3 4 5