FULL NAME: ___________________________________.

Gender: Male ( ) Female( ) Age: ______

Email id: ________________________________ Mobile no: _____________________.
Education
High school
achelors ( ) in ________________
Masters ( ) in ________________
!h". ( ) in ________________
#ther ( ) in ________________
#ccu$ation
( ) %el& em$lo'ed ( ) Em$lo'ed
( ) %tudent ( ) House(i&e
( ) )etired ( ) Unem$lo'ed
( ) #ther
Monthl' income ().s)
( ) elo( *+,+++
( ) *+,+++-.+,+++
( ) .+,++*-./,///
( ) 0+,+++-1+,+++
( ) Abo2e 1+,+++
Questionnaire for measuring the effectiveness of after sales service at Kataria Wheelers
)es$ected %ir3madam
4 am 5ic6' . !atel student o& M..A &rom %.).Luthra 4nstitute o& Management, %urat. 7he $ur$ose o&
this sur2e' on 8Measuring the effectiveness of after sales service at Kataria Wheelers9. 7he $ur$ose
o& this anal'sis is not $ro&essional but it is a $art o& our stud'. :indl' gi2e me 'our 2aluable su$$ort b'
$ro2iding needed data ; in&ormation in the &ollo(ing <uestions. "ata ; in&ormation gi2en b' 'ou (ill be
6e$t strictl' con&idential ; (ill be used &or academic $ur$ose onl'.
=ours sincerel'
5ic6' !atel
*) "id 'ou recei2e an' intimation through calls or letters &or the 8ser2ice due9 date to
get 'our 2ehicle ser2iced>
=es ( ) No ( )
.) ?hen 'ou entered, (hat (as the total time ta6en be&ore someone &rom the sta&&
attended 'ou>
E@cellent (A .min) ( ) Good (.BC min) ( )
A2erage (CB*+ min) ( ) !oor (D *+ min) ( )
0) 7he ease o& contacting the ser2ice de$artment to ma6e an a$$ointment.
E@cellent ( ) Good ( )
A2erage ( ) !oor ( )
1) 7he ser2ice ad2isorEs understanding o& the (or6 re<uired (hen 'ou boo6ed the
a$$ointment.
E@cellent ( ) Good ( )
A2erage ( ) !oor ( )
C) 7he a2ailabilit' o& a$$ointment to suit 'ou.
E@cellent ( ) Good ( )
A2erage ( ) !oor ( )
F) 7he ease o& chec6ing in at ser2ice rece$tion on the da' 'ou brought 'our 2ehicle in
&or ser2ice.
E@cellent ( ) Good ( )
A2erage ( ) !oor ( )
G) Hommunication during ser2ice to 6ee$ 'ou u$dated on $rogress.
E@cellent ( ) Good ( )
A2erage ( ) !oor ( )
I) A2ailabilit' o& s$ares.
E@cellent ( ) Good ( )
A2erage ( ) !oor ( )
/) ?as 'our 2ehicle read' &or collection at the agreed time>
=es ( ) No ( )
*+) "o the customer ser2ice e@ecuti2es tr' to cross-sell other accessories>
=es ( ) No ( )
**) Ha2e 'ou e2er had an un$leasant e@$erience at the ser2ice center>
=es ( ) No ( )
*.) 4& 'es, (as it resol2ed b' ser2ice center Manager>
=es ( ) No ( )
*0) "o 'ou &eel the ser2ice charges (ere reasonable>
E@cellent ( ) Good ( )
A2erage ( ) !oor ( )
*1) ?hat is 'our e@$erience related to a2ailabilit' o& s$ares $arts>
E@cellent ( ) Good ( )
A2erage ( ) !oor ( )
*C) Ho( do 'ou &eel about :ataria ?heelers %er2ice "e$artment>
E@cellent ( ) Good ( )
A2erage ( ) !oor ( )
*F) "id 'ou &ind %er2ice "e$artment sta&& co-o$erati2e, courteous ; $olite>
E@cellent ( ) Good ( )
A2erage ( ) !oor ( )
*G) Ho( (ould 'ou rate 'our o2erall ser2ice e@$erience>
E@cellent ( ) Good ( )
A2erage ( ) !oor ( )
*I) ased on 'our o2erall e@$erience, (ould 'ou 2isit this ser2ice center again>
=es ( ) No ( )
*/) ?hat rates gi2es to $er&ormance o& H#N"A>
E@cellent ( ) Good ( )
A2erage ( ) !oor ( )
.+) Ho( o&ten do 'ou use our ser2ices>
#ccasionall' ( ) Fre<uentl' ( )
#&ten ( ) Ne2er ( )
.*) ?hat rate gi2es to(ards time $er&ormance o& ser2ice>
E@cellent ( ) Good ( )
A2erage ( ) !oor ( )
..) 4& 'ou satis&ied (ith our a&ter sales ser2ice deli2er' , (ill 'ou continue to it in the &uture as
(ell>
=es ( ) No ( )
.0) #n collecting the 2ehicle (as the (or6 that had been carried out &ull' e@$lained to 'ou>
=es ( ) No ( )
.1) ?ere 'ou contacted (ithin 0 (or6ing da's o& 'our 2isit to chec6 that 'ou (ere ha$$' (ith
the (or6 carried out>
=es ( ) No ( )
.C) #2erall ho( (ould 'ou rate the <ualit' o& ser2ice 'ou recei2ed &rom :ataria (heelers>
E@cellent ( ) Good ( )
A2erage ( ) !oor ( )
.F) ?hat is the li6elihood o& 'ou using :ataria ?heelers &or ser2icing and re$airs in the &uture>
5er' Li6el' ( ) Li6el' ( )
Ma'be ( )
Unli6el' ( ) 5er' Unli6el' ( )