Customer Satisfaction Questionnaire

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  • Topic: Truck, Volvo, Truck manufacturers
  • Pages : 5 (1220 words )
  • Download(s) : 1260
  • Published : November 22, 2008
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CUSTOMER SATISFACTION SURVEY ON PRODUCT, SALES & AFTER SALES-SERVICES OF UNITED DIESEL Objectives :
1.To establish the Overall Customer Satisfaction Index
2.To find out Customer Satisfaction on product
3.To find out Customer Satisfaction on Sales processes
4.To find out Customer Satisfaction on After Sales- Service aspects

(Greet the customer “Good Morning Sir” and say “ I am-------- from AC Neilson, I understand you are involved in transport business and I am here to take your opinion about the vehicles you are using and it’s service aspects” Give a pass for the respondent to think and continue as “can I take 20 minutes, sir”. If not given ask for a fresh appointment and meet on the appointment date) If agrees -continue….

Name of Customer:
Address:
Contact Nos: Mobile:___________ Landline:_____________
(Strictly, fill this by obtaining Business card or ask from the respondent and fill)

1)Brands of vehicles own by the respondent (Pl Tick) (Prompt if necessary)

1TATA BUS/PICK UP/TRUCK
2NISSAN TRUCKS
3RENAULT TRUCKS
4TATA DAEWOO TRUCKS
5MERCEDES TRUCKS
6VOLVO TRUCKS
7MAN TRUCKS
8SCANIA TRUCKS
9HINO TRUCKS
10IVECO TRUCKS

(Terminate the interview if the answer is ‘NO’ for the questions 1 or 2or 3 or 4. If ‘YES’ to any one of it, Continue)

2)Please rate the BRAND of vehicle according to its performance -In the scale of 1 to 10, 1 being the least and 10 being the highest performance-(Encircle) 1TATA BUS/PICK UP/TRUCK12345678910

2NISSAN TRUCKS12345678910
3RENAULT TRUCKS12345678910
4TATA DAEWOO TRUCKS12345678910
5MERCEDES TRUCKS12345678910
6VOLVO TRUCKS12345678910
7MAN TRUCKS12345678910
8SCANIA TRUCKS12345678910
9HINO TRUCKS12345678910
10IVECO TRUCKS12345678910

3)Out of available brands, please sort out your preference according to its VALUE FOR MONEY (Pl number up to available number of brands only with 1 being the most preferred and so on)

1TATA BUS/PICK UP/TRUCK
2NISSAN TRUCKS
3RENAULT TRUCKS
4TATA DAEWOO TRUCKS
5MERCEDES TRUCKS
6VOLVO TRUCKS
7MAN TRUCKS
8SCANIA TRUCKS
9HINO TRUCKS
10IVECO TRUCKS

4)Would you recommend the following BRANDS to others?
1TATA BUS/PICK UP/TRUCKYESNO
2NISSAN TRUCKSYESNO
3RENAULT TRUCKSYESNO
4TATA DAEWOO TRUCKSYESNO

If ‘NO’ for any of 1 to 4 points above, ask the reason, why (Probe and record the verbatim)

5)Please rate your sales experience with the following distributor of respective brands- In the scale of 1 to 10, 1 being the least and 10 being the highest performance-(Encircle) (Please terminate the interview if the respondent could not remember the Distributor of the brand of vehicles he posses) 1UNITED DIESELTata/Renault/Nissan/Tata Daewoo12345678910 2GARGHASH ENTERPRICESMERCEDES TRUCKS12345678910

3FAMCOVOLVO TRUCKS12345678910
4UNITED MOTORSMAN TRUCKS12345678910
5AL SHRAWI EQUIPMENTSSCANIA TRUCKS12345678910
6AL FUTTAIM MOTORSHINO TRUCKS12345678910
7IVECO TRUCKSIVECO TRUCKS12345678910

(Mention, “Now I would ask some specific questions about UNITED DIESEL sales experience and continue the following) 6)Please rate the following in a 10 point scale with 1 being the least & 10 being the HIGHEST on various steps of sales process experienced with UNITED DIESEL sales staff? 1Guided you with adequate technical information for vehicle selection suitable for your application12345678910 2Quotation given within acceptable time12345678910 3Assistance provided for obtaining Bank Finance12345678910 4Assistance provided for customized modification on the vehicles12345678910 5Delivery of vehicles within committed time12345678910 6Vehicles delivered are free from defects12345678910 7Information provided on service...
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