CUSTOMER SATISFACTION INDEX
Details:
Vehicle No: _______________________________________________________
Model: ___________________________________________________________
Customer Name: __________________________________________________
Telephone No: ______________________Mobile:________________________
Date: __________________Customer signature: ________________________
1. Age group
a) 20-30 b) 30-40 c) 40-50 d) Above 50
2. Occupation?
a) Employee b) business c) NRI d) others
3. Which model of hyundai car do you own?
a) Santro b) Verna c) Accent d) i10 e) i20
4.which feature is the best one in Hyundai car?
a) price b) style c) mileage d) quality e) mileage&quality
e) mileage & style
1. How do you feel when you drive hyundai car?
a) Good B) better c) best d) Poor
6. Are you satisfied with your vehicle mileage?
a) Yes b) No
7. will you recommend hyundai product to anybody?
a) Yes b) No
1. what do you think about hyundai’s customer service?
a) Excellent b) Good c) Better d) Poor
9. How do you feel about company’s response towards customers?
a) Excellent b) Good c) Better d) Poor
10. did you receive the product on delivery time?
a) Yes b) No
11. are you satisfied company’s after sales service?
a) Satisfied b) not satisfied
12. How do you feel the experience at the showroom?
a) Satisfied b) not satisfied
13. were you offered test drive?
a) Yes b) No
14. Are you satisfy with their usage of the car?
a) fully satisfied b) just satisfied c) not satisfied
15. Please give your comments/suggestions to enable us to improve satisfaction of
customers at this Hyundai authorized showroom.
__________________________________________________________________
__________________________________________________________________
ANNEXURE 2
All information provided by you will be kept confidential.
Age: [ ] 18-25 [ ] 25-30 [ ] 30-35 [ ] 35-45 [ ] 45-55 [ ] 55-65
[ ] 65 or over
Organization: _____________________
Designation: _____________________
Education: [ ] High School
[ ] Graduate
[ ] Post Graduate
[ ] PhD
[ ] Others_____________
Income: [ ] Less than 3, 00,000
(Per Annum in Rupees) [ ] 3, 00,000 to5, 00,000
[ ] 5, 00,000 to 8, 00,000
[ ] 8, 00,000 to 10, 00,000
[ ] 10, 00,000 to 15, 00,000
[ ] Greater than 15, 00,000
Name:
Phone No.
Sex: [ ] Male [ ] Female
1. Which car do you currently use?
[ ] Santro [ ] i-10
[ ] Getz [ ] Accent
[ ] Verna [ ] Sonata
[ ] Tucson
2. What is the average distance you travel in the car daily?
[ ] Less than 20 km [ ] 20 to 50 km
[ ] 51 to 100 km [ ] More than 100 km
3. How often do you service your car?
[ ] Less than 2 months [ ] 2 to 4 months
[ ] 4 to 6 months [ ] Greater than 6 months.
4. You have availed the services from which of the following service stations?
[ ] Deep Hyundai [ ] Arvind Hyundai [ ] MR HYUNDAI
[ ] Others __________
5. How satisfied are you with the quality of the service?
[ ] Extremely Satisfied [ ] Quite Satisfied [ ] Slightly Satisfied
[ ] Neither Satisfied nor Dissatisfied [ ] Slightly Dissatisfied[ ] Quite Dissatisfied
[ ] Extremely Dissatisfied
6. Rate your satisfaction based on the understated parameters on the following scale at MR
HYUNDAI Service Centre.
I----------------I-------------I--------------I---------------I
Dissatisfied Somewhat O.K Somewhat Satisfied
Dissatisfied Satisfied
Availability of spares.
Information provided.
Service Time
Charges
7. Did you ever face a similar problem getting repeated after a service?
[ ] Yes [ ] No
9.If yes, are the complaints immediately attended and rectified?
[ ] Yes [ ] No
10.Would you prefer somebody form Hyundai Motor India Limited to come to your place
and pick up your car for servicing and drop it back?
[ ] Definitely
[ ] Probably
[ ] Doesn’t make a difference
[ ] No
11.In such case, are you willing to pay an additional amount?
[ ] Yes [ ] No
