Interview Protocol

This is to inform that this is totally an academic base research. We are measuring the customer
satisfaction level from the customers of TMH Enterprise. All your information will be kept
confidential and will be used just for academic learning and related sharing and it is no
challengeable to any court of law.

Name:

Age:

Shop name:

City/Area:

Designation:

1. For how many years are, you associated with the Motorcycle spare parts business.
2. Name top five brands you are working with?

S no. Brands
1  
2  
3  
4  
5  

3. From which brand do you purchase the most?

4. For what reasons do you purchase most from _______________?
5. What type of issues you normally face while dealing with these companies?
6. For how many years are, you associated with TMH?
7. What products you mostly purchase from TMH (top 5)?
1. _____________________
2. _____________________
3. _____________________
4. _____________________
5. _____________________

8. How many products do you think are of high price as compared to other brands?
9. How many products do you think are of low price as compared to other brands?
10. What is your feedback over the pricing of the product? (Rating)
11. As compared to other brands, how many products do you think TMH is providing better?
12. As compared to other brands, how many products do you think TMH is providing is of least
quality as most complains are received? Have you ever received any complaint from your
customer regarding the quality issues?
13. What is your feedback over the quality of the product? (Rating)
14. Does the company provide the delivery of goods on promised time?
15. What difficulties do you face when the delivery get late?
16. Have you ever received any damaged item(s)?
17. What is your feedback over the delivery service? (Rating)
18. What are the current after sales services that are provided to you?
19. What is your feedback on after sales services? (Rating)
20. Which way do you mostly use for the payment? Do you feel it’s convenient?
21. What issues do you face regarding the payment?
22. What other benefits does the company provide?
23. What are the services as a whole TMH is providing superior than other brands (considering
the all four factors; Price, Product Quality, Delivery time, and after sales services)?
24. What are the services as a whole TMH is providing inferior than other brands (considering
the all four factors; Price, Product Quality, Delivery time, and after sales services)?
25. Suggest some ways for the overall improvement of the product and service?