A STUDY ON CUSTOMER SATISFACTION WITH REFERENCE TO FINANCIAL SERVICES IN SHAREKHAN LTD 1. Age in years : a. 18-27 2. Occupation a. Business b.

Employee c. Profession d. Others 3. Educational qualification a.No Formal education 4. Monthly income a. Below Rs.20000 b. Rs.20000-Rs.40000 c.Rs.40000-Rs60000 d. Above Rs.60000 b. High school c. Graduate d. Postgraduate b.28-37 c.38-47 d.Above 47

5. How long have you been the customer of SHAREKHAN? a. Less then 1-Year b.1 -2 Years c.2-3 Years d. Above 3 Years

6. How did you come to know about SHAREKHAN? a. Friends b. Relatives c. Representatives d. Others

7. According to you, customer service is the most productive when it is done through a. In person b. Telephone c. Internet d. Others

8. Within what period of time does customer care respond to you? a. I was taken care of immediately c. 10-15 minutes b. 5-10 min

d. More than 15 min

9. What is the ideal service time in SHAREKHAN? a. Immediate resolution b. Between 2 and 3 days c.More than a week

10. Do you want to contact the customer service more than once for correcting the problem? 1) Yes 2) No

11. If yes, how many times did you have to contact customer service before the problem was corrected? a. Once b. Twice c.Three times d.More than three times

12. Which is the department that you have contact for any customer service? a. Depository b. Trading d. Wealth management d. Commodity

13. From the below what has attracted you to join SHAREKHAN? a. Convenience b. Reliability c. Customer service d. free offering

14. Factors that has influenced you at SHAREKHAN? {HS-Highly Satisfied, S-Satisfied, DS Dissatisfied, HDS Highly Dissatisfied} HS Resolving all the problems at first instant Showing sample in solving customer queries Accurate answer to the queries of the customers Keep attention to the queries Providing regular information to the queries Serve the requests of loyal customer at the earliest Interest in helping customers Faithful and friendly service Employees were knowledgeable enough to answer the appropriate queries Fast action on complaints Service available when needed No charge on service Personal attention to the customers Understand stand the specific needs of the Customers Maintain long-term customer relationship 15. Are you customer of any other stock broking consultancy? a) Yes b)No [] [] [] [] [] [] [] [] [] [] [] [] [] [] [] [] [] [] [] [] [] [] [] [] [] [] [] [] [] [] [] [] [] [] [] [] S [] [] [] [] [] [] [] [] DS [] [] [] [] [] [] [] [] HDS [] [] [] [] [] [] [] []

16. If yes how will you compare SHAREKHAN with other consultancy? a. Excellent b. Good c. Average d. Poor

17. Does SHAREKHAN have competitive advantage over the other? a. Yes b. No

18. Your opinion about the customer relationship a. Excellent b. Good c. Average d. Poor

19. Do you know all the rendering services of SHAREKHAN? a. Yes b. No

If No, state which product service you are not known? a. Equity IPO b. Equity secondary market d. Portfolio management e. Mutual fund c. Equity derivative (F&O) f. Commodity

20. What other services do you expect from SHAREKHAN? ________________________________________________________

21. Are you satisfied with the overall service of SHAREKHAN? a. Yes b. No

If Yes please rate your satisfactory level a. Highly satisfied b. Satisfied c. Dissatisfied d. Highly dissatisfied

22.What percentage of your earnings,you invest in share trading ? a. Up to 10% b. Up to 25% c.Up to 50 % d.Above 50 % 23.Rate the performances for call and trade facility a. Highly satisfied b. Satisfied c. Dissatisfied d. Highly dissatisfied 24.How do you feel the performance of our TRADE TIGER software? a. Highly satisfied b. Satisfied c. Dissatisfied d. Highly dissatisfied 25.Rank the service provided by the SHAREKHAN employees. a. Very Good b. Good c. poor d. Very poor

Thank You!!!