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Greetings! We are a group of Post Graduate students pursuing our Masters in Financial Management in MET, Bandra.

As a part of our project curriculum, we are working on ‘Laptops survey’. In this reference, we seek your rightful response in the Questionnaire given below: • • •

Name: Rahul Yadav Email ID: yrahul.vijay@gmail.com Contact detail: 8080982950

1. Which Brand Laptop do you currently use? a) DELL b) HP c) Sony d) Acer e) Samsung f) HCL g) Others (please specify) 2. You use the Laptop for? a) Official / Professional Use b) Personal Use c) Both 3. What did you look for before selecting the laptop brand? (Rate them on rank of 1 to 8) 1. Brand value 2. Features 3. Performance 4. Easy Availability 5. Product Price 6. Reliability 7. Better Customer Service 8. Others (please specify) ____ 4. What kind of problem do you face with the laptop ? a) Hardware b) Software c) Up-gradation d) Others (Please specify) ____________________________________ 5. What was the mode used for complaint reporting to the company? a) Mail b) Telephone c) SMS d) Walk-in e) Others (Please specify)

For Strongly Agree. 4 – Disagree. 5. b) Staff provided complete. Was your complaint resolved as per your satisfaction? a) Not at all b) Limited extent c) Moderate extent d) Very much e) Completely 9. What do you expect more from company’s Customer Service System? a) Quality Service b) Faster / Quick response c) Better understanding of the product d) Skilful staff e) Others (Please specify) 10. 2 – Agree. Choose from 1 to 5 as below: 1. 7. Based on your compliant the response of the Customer Service Centre was? a) General Information b) Problem Resolution c) Technical Assistance d) Others (Please specify) 7. 4. 5 – Strongly Disagree a) Staff was courteous and helpful __________1_____________. 3. What importance/rank will you allocate to the following? (Rate them on rank of 1 to 7) 1. c) A timely response was provided _______1________________.6. 11. 3. 2. Considering your overall experience with the laptop brand. d) My overall experience was positive _____1__________________________.Can’t Say. Brand value Features Performance Easy Availability Product Price Reliability Better Customer Service . 6. What was the turnaround time of resolving your issue? a) In a day b) In a week c) In a month d) More than a month 8. accurate information to you ______1____________.

We appreciate your response 13. Would you recommend your friends. Would you in future source Laptops (Buy / Up gradation or Fresh Purchase) & other product (not being laptop) purchase from the same Brand / Company? a) Definitely YES b) Probably YES c) Can’t Say d) Probably NO e) Definitely NO With reference to your response regarding the way your complaint was handled by the customer service centre of the company.12. With reference to your response regarding the way your complaint was serviced by the Customer Service Centre of the Company. . relatives and associates to source their need for (BUY) laptops from the same Brand / Company as yours? a) Definitely YES b) Probably YES c) Can’t Say d) Probably NO e) Definitely NO Thank You.