Questionnaire for CRM in automobile industry

Q:1 What is your family income p.a ?

2-3 lakh 3-4 lakh 4-5 lakh More than 5 lakh

Q: 2 Do you own any car?

Yes_________ No__________

Q: 3 Please specify the number of cars?

1 2 More than 2

Q: 4 Which company car do you have?

Hyundai Maruti Suzuki Tata motors Ford Any other

Q: 5 How long had you been using their services?

Less than six months More than six months but less than one year

1-3 years More than 3 years

Q: 6 On the scale of 1-5 where 1 represent extremely satisfied and 5 represent extremely dissatisfied how would you rate your level of overall satisfaction with company?

Extremely satisfied Satisfied Neutral Dissatisfied Extremely dissatisfied

Why do you say that? What specifically are you satisfied or dissatisfied with company? enter response below:

Q: 7 Please rate your level of agreement with the following statements (1-5 scale with 1 being strongly agree,2 being agree,3 bein g n eutral,2 disagree and 1 being completely disagree):

1 2 3 4 5

I believe Company deserves my loyalty

Over the past year, my loyalty to Company has grown stronger

Company values people and relationships ahead of short-termgoals

Q: 8 Please rate your level of satisfaction with sale representative in the following areas

5-Strongly 4- satisfied 3- Neutral 2 1-Strongly dissatisfied

satisfied dissatisfied

responsiveness

professionalism

Understanding of my needs

Q:9 Thinking of your most recent experience with the product/service, how much do you agree with the following statements?

5- strongly 2- somewhat agree

3- neutral 4- somewhat 5- strongly disagree

agree disagree

It was worth to purchase

Relationship maintainers was good

It is easy to use

You were ask for feedback

You will repurchase it

Q:10. Thinking of similar products/services offered by other companies, how would you compare our product/service offered to them?

Much better Somewhat About the same

Somewhat worse

Much worse Don’t know

better

Q:11 Based upon your overall experience, please rate your satisfaction with Customer Service in the following areas:

5 - Very satisfied

4 - Somewhat satisfied

3 - Neither satisfied nor dissatisfied

2 - Somewhat dissatisfied

1 - Very dissatisfied

Issue resolution

Quality of advice

Promptness of answering phone

Overall quality of issue handling

Professionalism of Representative

Helpfulness of Representative

Ease of contacting Customer Service

Promptness of email response

Q: 12 I trust the brand image of the company?

Strongly agree Agree Neutral Disagree Strongly Disagree

Q:13 Would you use the company’s service in the future, if you have had a need for it?

Definitely Probably Not sure Probably not Definitely not

Q: 14 How likely are you to recommend company product to a friend a relative? Would you say the chances are:

Excellent Very good Good

Fair Poor N.A

Q: 15 Amongst all the touch point being used by the company please mention the most of the effective tools in the following table:

Front desk

Sales representative

Email

Sms

Website

Feedback

Calling

Thank you for your time and valuable input

AGE:

NAME :

SEX: OCCUPATON

ADRESS: