SURVEY ON CUSTOMER SATISFACTION OF YAMAHA MOTORCYCLES

Questionnaire to Customers
Customer Personal Information Name: ____________________________________________________________________ Address: __________________________________________________________________ Phone & e-mail: ____________________________________________________________

1) What is your profession? (a) Student (b) Business

(c) Employee

(d) Agriculturist

(e) Others

2) How do you know about Yamaha bikes? (a)Press/electronic media (b) Word of mouth (c) Friends (d) Internet (e) others 3) Which model do you possess? (a) Yamaha Fazer (b) Yamaha FZS (c) Yamaha SZ-X (d) Yamaha TZR50 (e) others 4) When did you purchase the bike? (a) 1 year ago (b) 2 years ago (c) 3 years ago

(d) 4 years ago

(e) >4 years

5) Prioritize the features you consider while purchasing a motorbike by giving ranks 1 to 5 (Rank 1 highest and 5 least) Mileage Price Colour After service Pick up _____ _____ _____ _____ ______ 6) Rate the following features of Yamaha Motorbikes on the scale of 1 to 6 (6 - highest and 1 - lowest) Attributes Price Less maintenance Style Durability Mileage Easy driving Color Brand Reputation Pick up
6 5 4 3 2 1

7) Rate the following offers given by the Yamaha dealers Festival offer Exchange offer Special gift Cash discount Excellent Excellent Excellent Excellent Very good Very good Very good Very good Good Good Good Good Average Average Average Average Poor Poor Poor Poor

8) What is the frequency of your visit in a month to the service station? (a) Once (b) Twice (c) Every three months (d) Every six months 9) How far is the service station from your place? (a) Below 5 kms (b) Between 5-10 kms

(e) > six months

(c) Between 10-20 kms

(d) >20kms

10) How is the behavior of the service personnel of Yamaha? (a) Highly satisfactory (b) Satisfactory (c) Good (d) Average

(e) Below average

11) Do you get suggestions from service personnel regarding your motor bike? (a) Yes (b) No 12) Did you receive full service from Yamaha for what you have paid? (a) Yes (b) No

13) How can you rank your satisfaction with the service of Yamaha? (a) Highly satisfactory (b) Satisfactory (c) Good (d) Average (e) Below average

14) How do you rate the overall performance of your Yamaha motor bike? (a) Highly satisfactory (b) Satisfactory (c) Good (d) Average (e) Below average

Thank you for your time and patience