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Questionnaire: Reference of Royal Enfield Service Center (Blue Mountain) "

Sakeer Hussain is conducting a study on the effectiveness of after-sales service at the Royal Enfield service center in Blue Mountain for his university project. He has created a questionnaire to collect data from Royal Enfield customers about their experiences with aspects like bike usage history, ease of contact, best bike features, needed improvements, staff response times, service advisor helpfulness, ease of finding the center, appointment availability, staff friendliness, technician communication, work updates, invoice explanations, satisfaction with work and time, likelihood to recommend, overall service quality, maintenance costs, reminders from the company, spare part costs, and on-time vehicle

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MUBASHIR KS
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1K views4 pages

Questionnaire: Reference of Royal Enfield Service Center (Blue Mountain) "

Sakeer Hussain is conducting a study on the effectiveness of after-sales service at the Royal Enfield service center in Blue Mountain for his university project. He has created a questionnaire to collect data from Royal Enfield customers about their experiences with aspects like bike usage history, ease of contact, best bike features, needed improvements, staff response times, service advisor helpfulness, ease of finding the center, appointment availability, staff friendliness, technician communication, work updates, invoice explanations, satisfaction with work and time, likelihood to recommend, overall service quality, maintenance costs, reminders from the company, spare part costs, and on-time vehicle

Uploaded by

MUBASHIR KS
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Download as DOCX, PDF, TXT or read online on Scribd
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QUESTIONNAIRE

Topic: A STUDY ON EFFECTIVENESS OF AFTER SALES SERVICE WITH


REFERENCE OF ROYAL ENFIELD SERVICE CENTER (BLUE MOUNTAIN)”.

I SAKEER HUSSAIN P, 6th semester BBA student of MALABAR CRISTIAN


COLLEGE, wants to conduct a project to be submitted to the UNIVERSITY OF
CALICUT. Hence I am approaching you with this questionnaire for data collection. I would
be great full of you would kindly spare some time to answer the questionnaire; this
information will be useful parley for academic purpose.

NAME:

AGE

1) How long have you been using this bike?


i) Below 1 year
ii) 1-3 years
iii) 3-5 years
iv) Above 5 years
2) How easy was it to contact our service department?
i) Very easy
ii) Easy
iii) Difficult
iv) Very difficult
3) Which feature is best one in Royal Enfield bike?
i) Price
ii) Style
iii) Mileage
iv) Quality
4) In which aspect do you need improvement?
i) Wash
ii) Service
iii) Spear parts
5) When you enter the showroom, what was the time taken by the staff to attend you?
i) Excellent (in 2 min)
ii) Good (in 2-5 min)
iii) Fair (in 5-10 min)
iv) Poor (in 10 above)

6) How helpful was the service advisors in dealing with your enquiry?
i) Excellent
ii) Good
iii) Fair
iv) Poor
7) How easy was it to find the service centre?
i) Very easy
ii) Easy
iii) Difficult
iv) Very difficult
8) How would you rate the availability of an appointment?
i) Excellent
ii) Good
iii) Poor
iv) Very poor
9) Upon arrival how friendly and helpful were the Service Team?
i) Very helpful
ii) Helpful
iii) Unhelpful
iv) Very unhelpful
10) How helpful was it to talk directly to the technician carrying out the work on your
motorhome?
i) Very helpful
ii) Helpful
iii) Unhelpful
iv) Very unhelpful
11) How well informed were you of progress whilst your motorhome was in for
repair/service?
i) Very well informed
ii) Well informed
iii) Poorly informed
iv) Very poorly informed
12) How would you rate the Service Advisor's explanation of the work completed and the
invoice?
i) Excellent
ii) Good
iii) Poor
iv) Very poor
13) How satisfied were you with the work completed and time taken?
i) Very satisfied
ii) Satisfied
iii) Dissatisfied
iv) Very dissatisfied

14) Following your service/repair how likely is it that you would recommend Royal Enfield
Blue mountain Service Centre to a friend or colleague?
i) Very likely
ii) Likely
iii) Unlikely
iv) Very unlikely
15) Overall how would you rate the quality of service you received from Royal Enfield
BLUE MOUNTAIN Service Centre?
i) Excellent
ii) Good
iii) Poor
iv) Very poor
16) Are you satisfied with Maintenance cost?
i) Extremely Satisfied
ii) Satisfied
iii) Neutral
iv) Dissatisfied
17) Do you get any SMS/ Mails/ Reminders from the company, as reminders for your two
wheeler service?
i) Yes
ii) No
18) Is the spare parts expensive?
i) Very expensive
ii) Economical
iii) Low price
19) Is the vehicle timely delivered after service?
i) Yes
ii) No
20) Based on your overall experience would you visit the service centre again?
i) Yes
ii) No
BIBLIOGRAPHY

Books

 Kothri C.R, “Business Research Methodology”, Second Revised Edition New Age
International Publication Page No. 2-4, 31-32, 95-105,55-67
 Kotler Philip, Lane Keller Kevin, “Marketing Magement”,13th Edition Eastern
Economy Edition page No 3-14, 120-130
 Lovelock Christopher, Writz Jochen, chattarjee Jayanta, Service Marketing 5th
Edition Pearson Education page No. 110-115

Websites

 https://en.wikipedia.org/wiki/Special:Search?
search=after+sales+services+&go=Go&searchToken=11kg8lavogdba93j3eb8rkfnk
 https://royalenfield.com/

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