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Title: Customer Satisfaction Questionnaire

Essay Details

Subject: Business
Author: Alfred P
Date: March 25, 2015
Level: University
Grade: A
Length: 4 / 1192
No of views: 0
Essay rating: good 0, average 0, bad 0 (total score: 0)

Essay text:

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) 1 TATA BUS/PICK UP/TRUCK 2 NISSAN TRUCKS 3 RENAULT TRUCKS 4 TATA DAEWOO TRUCKS 5 MERCEDES TRUCKS 6 VOLVO TRUCKS 7 MAN TRUCKS 8 SCANIA TRUCKS 9 HINO TRUCKS 10 IVECO TRUCKS (Terminate the interview if the answer is ‘NO’ for the questions 1 or 2or 3 or 4...

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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) 1 TATA BUS/PICK UP/TRUCK 1 2 3 4 5 6 7 8 9 10 2 NISSAN TRUCKS 1 2 3 4 5 6 7 8 9 10 3 RENAULT TRUCKS 1 2 3 4 5 6 7 8 9 10 4 TATA DAEWOO TRUCKS 1 2 3 4 5 6 7 8 9 10 5 MERCEDES TRUCKS 1 2 3 4 5 6 7 8 9 10 6 VOLVO TRUCKS 1 2 3 4 5 6 7 8 9 10 7 MAN TRUCKS 1 2 3 4 5 6 7 8 9 10 8 SCANIA TRUCKS 1 2 3 4 5 6 7 8 9 10 9 HINO TRUCKS 1 2 3 4 5 6 7 8 9 10 10 IVECO TRUCKS 1 2 3 4 5 6 7 8 9 10 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) 1 TATA BUS/PICK UP/TRUCK 2 NISSAN TRUCKS 3 RENAULT TRUCKS 4 TATA DAEWOO TRUCKS 5 MERCEDES TRUCKS 6 VOLVO TRUCKS 7 MAN TRUCKS 8 SCANIA TRUCKS 9 HINO TRUCKS 10 IVECO TRUCKS 4) Would you recommend the following BRANDS to others? 1 TATA BUS/PICK UP/TRUCK YES NO 2 NISSAN TRUCKS YES NO 3 RENAULT TRUCKS YES NO 4 TATA DAEWOO TRUCKS YES NO 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) 1 UNITED DIESEL Tata/Renault/Nissan/Tata Daewoo 1 2 3 4 5 6 7 8 9 10 2 GARGHASH ENTERPRICES MERCEDES TRUCKS 1 2 3 4 5 6 7 8 9 10 3 FAMCO VOLVO TRUCKS 1 2 3 4 5 6 7 8 9 10 4 UNITED MOTORS MAN TRUCKS 1 2 3 4 5 6 7 8 9 10 5 AL SHRAWI EQUIPMENTS SCANIA TRUCKS 1 2 3 4 5 6 7 8 9 10 6 AL FUTTAIM MOTORS HINO TRUCKS 1 2 3 4 5 6 7 8 9 10 7 IVECO TRUCKS IVECO TRUCKS 1 2 3 4 5 6 7 8 9 10 (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? 1 Guided you with adequate technical information for vehicle selection suitable for your application 1 2 3 4 5 6 7 8 9 10 2 Quotation given within acceptable time 1 2 3 4 5 6 7 8 9 10 3 Assistance provided for obtaining Bank Finance 1 2 3 4 5 6 7 8 9 10 4 Assistance provided for customized modification on the vehicles 1 2 3 4 5 6 7 8 9 10 5 Delivery of vehicles within committed time 1 2 3 4 5 6 7 8 9 10 6 Vehicles delivered are free from defects 1 2 3 4 5 6 7 8 9 10 7 Information provided on service requirements of vehicles 1 2 3 4 5 6 7 8 9 10 (Mention, “Now I would ask some specific questions about UNITED DIESEL After Sales-Service experience) 7) In the past 2 months, have you experienced any of the following? 1 Purchased parts from any of United Diesel Outlet YES NO 2 Carried out Periodical Service or Repairs in any of United Diesel Workshops YES NO (If answer for both questions is ‘NO’ then Terminate the interview or if answer ‘YES’ for point1 only then proceed to Questions 8 only or if answer YES to point2 only then proceed to Question 9 onwards or if answer YES to both points proceed from Question 8 onwards) 8) Please rate the following attributes based on your latest spare parts purchase...

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