QUESTIONNAIRE NAME: ADDRESS: CONTACT NO.: VEHICLE NO. Q: 1 What is your family income p.a ?

2-3 lakhs 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 car you are using ? Ford fiesta Figo Icon Endeavour Fusion other NO .

Q:5 Did you receive prompt attention when booking your car? YES

Q:6 Did you receive prompt attention when collecting your car? YES NO . Q:7 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:8 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

Q: 9 Did a member of our staff offer to inspect the vehicle with your prior to repair? YES NO . Q: 10 Please rate your level of agreement with the following statements (1-5 scale with 1 being Strongly agree, 2 being agree, 3 being neutral,4 disagree and 5 being completely disagree): 1 I believe company deserves my loyalty Over the past years, my loyalty to the company has grown stronger Company values people and relationship ahead short term goals Q: 11 Thinking of your most recent experience with the product/service, how much do you agree with the following statements 1 2 3 4 5 strongly somewhat neutral somewhat strongly agree agree Disagree disagree It was worth to purchase Relationship maintainers was good It is easy to use You were ask for feedback 2 3 4 5

You will repurchase it

Q:12 Based upon your overall experience, please rate your satisfaction with Customer Service in the following areas: 5 - Very 43 - Neither 2 1 - Very Satisfied Somewhat satisfied Somewhat dissatisfied satisfied nor dissatisfied 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:13 I trust the brand image of the company? Strongly agree Agree Neutral Disagree Strongly Disagree

Q: 14how likely are you to recommend company product to a friend a relative? Would you say the chances are? Excellent Very good Good Fair Poor

Q: 15Amongst all the touch point being used by the company please mentions the most of the effective tools in the following table: Front desk Sales representative Email Sms Website Feedback Calling

Q:16 HOW WOULD YOU RATE IN TERMS OF YOUR SERVICE EXPERIENCE? (Please tick) Excl. Good Fair Poor Not app. Promptly acknowledging you on your arrival? Vehicle ready at promise time? Bill amount almost same as estimated amount? Explanation given by service advisor of work done &service billing of your car? The quality of washing and cleaning of your car? Cleanness & appearance of service area/customer waiting lounge? Helpfulness of service advisor is listening to service Needs?