QUESTIONNAIRE

A STUDY ON CUSTOMER SATISFACTION IN AFTER SALES SERVICE WITH

REFERENCES OF SWARAJ DIVISION

1. Name of the respondent :

2. Age :

3. Gender : Male Female

4. How do you know about this dealer?
a. Friends & relatives
b. Others
5. Which tractor model you have?

a. Swaraj-735FE

b. Swaraj-835FE

6. Which factor motivated you to buy this tractor?

a. Economy

b. Safety

c. others

7. How do you feel about the service in terms of charges?
1. Very High

2. High

3. Moderate

4. Low
8. On your most recent service visit, how would you rate the service department on the
following areas?

Excellent Very
Good
Good Fair Poor
Quality of work performed
Convenience with the dealer
Level of comfortness of
service


9. After your service visit, did someone from the dealership contact you by phone or by
mail to see if you were satisfied with your overall service experience?
a. Yes
b. No
10. In evaluating your most recent customer service experience, what was the quality of
service you received?
a. Somewhat unsatisfactory
b. About average
c. Very satisfactory
d. Superior

11. What do you think about the completion of the service in the time promised?
a. Very Satisfied
b. Somewhat Satisfied
c. Somewhat Dissatisfied
d. Very Dissatisfied

12. Do you think customer service representatives are very polite?
a. Strongly disagree
b. Somewhat disagree
c. Somewhat agree
d. Strongly agree
11. Which of the following qualities of the service representative stood out? (As being Superior)
a. Patient
b. Enthusiastic
c. Listened carefully
d. Friendly

12. What do you think those customer service representatives are knowledgeable?

a. Strongly disagree

b. Somewhat disagree

c. Somewhat agree

d. Strongly agree


13. Are they able to solve the problems of the customers?

a. Very good
b. Good
c. Fair

14. What about the understanding ability of the employees about customer needs?
a. Very good
b. Good
c. Fair

15. Would you recommend this dealer to a friend or relative as a place to have their Tractor
serviced?

a. Definitely
b. Probably
c. Not sure
d. Definitely not

16. If you need service again for your tractor, would you return to this dealer?
a. Definitely
b. Probably
c. Not sure
d. Probably not
e. Definitely not
17. If you are not totally satisfied with the Customer Service Representative, please state
below the reason(s) for your dissatisfaction:


18. What recommendations would you offer for improving customer service?





Thank you for your feedback.