Essay in Customer Satisfaction Set of questions

CLIENT SATISFACTION SURVEY ON PRODUCT, SALES & AFTER SALES-SERVICES OF UNITED DIESEL-POWERED Objectives:

1 . To establish the entire Customer Satisfaction Index

2 . To determine Customer Satisfaction about product

a few. To find out Customer Satisfaction on Sales processes

some. To find out Client satisfaction on After Sales- Support aspects

(Greet the customer " Good Morning Sir” and state " I actually am-------- by AC Neilson, I understand you are involved in travel business and I am below to take the opinion about the vehicles you are using and it is service aspects” Give a move for the respondent to believe and continue as " can I have 20 minutes, sir”. In the event that not presented ask for a fresh appointment and meet around the appointment date) If agrees -continue….

Brand of Buyer:

Address:

Speak to Nos: Mobile phone: ___________ Landline: _____________

(Strictly, fill this by simply obtaining Organization card or ask in the respondent and fill)

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

1TATA BUS/PICK UP/TRUCK

2NISSAN TRUCKS

3RENAULT TRUCKS

4TATA DAEWOO PICKUP TRUCKS

5MERCEDES VANS

6VOLVO PICKUP TRUCKS

7MAN VEHICLES

8SCANIA PICKUP TRUCKS

9HINO PICKUP TRUCKS

10IVECO PICKUP TRUCKS

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

2)Please rate the BRAND of vehicle according to their performance -In the scale of just one to 10, 1 staying 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 personal preferences according to its GOOD VALUE (Pl number up to obtainable number of brands only with 1 being the most preferred therefore on)

1TATA BUS/PICK UP/TRUCK

2NISSAN TRUCKS

3RENAULT PICKUP TRUCKS

4TATA DAEWOO TRUCKS

5MERCEDES TRUCKS

6VOLVO TRUCKS

7MAN TRUCKS

8SCANIA TRUCKS

9HINO TRUCKS

10IVECO TRUCKS

4)Would you suggest the following BRANDS to others?

1TATA BUS/PICK UP/TRUCKYESNO

2NISSAN TRUCKSYESNO

3RENAULT TRUCKSYESNO

4TATA DAEWOO TRUCKSYESNO

In the event ‘NO' for virtually any of 1 to 4 details above, ask the reason, for what reason (Probe and record the verbatim)

5)Please rate the sales experience of the following distributor of respective brands- In the scale of 1 to 12, 1 getting the least and 10 getting the highest performance-(Encircle) (Please eliminate the interview if the respondent could not keep in mind the Distributor of the brand of vehicles this individual 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 particular questions about UNITED DIESEL POWERED sales knowledge and continue the following) 6)Please charge the following in a 10 stage scale with 1 staying the least & 10 staying the HIGHEST in various methods of sales process experienced with UNITED DIESEL-POWERED sales personnel? 1Guided you with sufficient technical details for vehicle selection suitable for your application12345678910 2Quotation offered within satisfactory time12345678910 3Assistance provided for obtaining Bank Finance12345678910 4Assistance presented to customized changes on the vehicles12345678910 5Delivery of vehicles within committed time12345678910 6Vehicles provided are free by defects12345678910 7Information provided upon service...



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