1.

Name

_____________________

2. Gender

•Male

•Female

3. Age Group
•25-35 years
•35-45 years
•45-55 years
•55 years and Above

4. Occupation

•Professional

•Government employee

•Private Employee

•Nri

•Businessman

•Other

5. Which model of BMW car do you own?

______________________________

6.The engine of your car is?

•Petrol
•Diesel.
7.If you would have to describe your car in one word what would it be?

•Luxurious

•Sporty

8. Reason for choosing BMW over other manufacturers?

•Reliability

•Technological advancements and features

•Safety and Comfort

•Prestige

9. How satisfied are you with the services offered by BMW Motors?

•Extremely Satisfied
•Satisfied
•Dissatisfied

10. What influenced you to prefer BMW over other car brands?

•Experienced users opinion

•Brand image

•Product Demonstrations & Events

•Internet, Television and other media

11. How would you rate the features of BMW compared to other cars?

•Excellent
•Good
•Satisfactory
•Poor
12. Which of the below car segment would you prefer driving?

•Coupé
•Sedan
•Sports Car
•Convertible•SUV

13. Which of the below feature do you think best describes BMW?

• Comfort

• Sporty sleek Design

• Handling / Driving Pleasure

• Fuel Efficiency

14. Have you ever contacted BMW Customer service?

•Yes, I have contacted BMW customer services.

•No, I haven't contacted BMW customer service ever.

15. What was the reason to contact BMW Customer Service?

•I had a complaint about my local BMW dealer.
•I had a technical question which my local BMW dealer couldn't answer.

•Any other issue.

____________________________

16.Were you satisfied with the Delivery period?

•Timely delivered
•Slight delay
•Delivered beyond acceptable delay
 Satisfied Not Satisfied

Colour

Style / Design

Engine Performance

Mileage

Pick Up

Luggage Space

Driving

Comfort

Handling

Safety Features

Spare Parts Availability

Warranty Coverage

Resale Value

17.Are you satisfied with listed attributes of BMW cars? (Redundant question, Same as above)

18. How would you rate the process of obtaining a test drive of your desired vehicle?

•Easy

•Not easy

•Time consuming

19. Are you satisfied with the service provided by BMW? (what service?Dealer? saleman?
Workshop?)

•Yes
•No
20. Indicate your opinion on the following

Good Average Bad

Display of Models

Availability of Colours and Models

Test Drive

Help Desk Information

Point of Purchase

21. How would you describe your car service experience?

 Quick and Prompt

 Good

 Average

 Below Average

22. Were you charged accurately as stated in the pro-forma invoice?

(this feels more like a pricing question and not customer satisfaction)

•Was charged correctly

•Was overcharged

I would rather recommend to ask were you happy with the transperancy of the charges and fees
stated in the invoice(Check my old word file I sent)

23. Are you satisfied with the performance of the car?

•No

24. Will you recommend this dealer to your family and friends?
•Yes
•No

25. Do you have any complaints or feedback regarding the product or brand?
•Yes
•No
If yes please mention below

26. Having owned the car, if it was an option would you switch to another brand?
•Yes
•No

27. Does owning a BMW have a positive effect on your socio-economic status?
•Yes
•No

28. Do you have any suggestions for BMW to help improve customer’s perception of the
brand?

________________________________

Why no mention of after-sales?(workshop and repairs) it also affects the customers

perception of the brand as bad aftersales service affects his mental goodwill of the brand
eg:frequent delay by the workshop or regular car breakdown or frequent unavailability of
car parts leading to delay of his vehicle repair gives a bad image of the brand leading to
negative goodwill.(all the questions which I mentioned in the old file,you can select few
and add it here to increase the numbers)

29: Were you satisfied at the promptness of your car repair/Service

30: According to you which is the best feature of BMW.

If needed you can Include ‘on a scale questions’

Eg:

31: on a scale of 1-5 how would you rate the below ( 1 being lowest and 5 being highest)

Design _______

Brand satisfaction _______

Vehicle reliability and safety_____

Comfort _________
Add some more options like that
And shift to the feedback question to the very end. Giving lot of space to answer

Rest everything looks fine and you have covered most of it.
There is not much to add  so good luck