ANNEXURE

QUESTIONNAIRE
SECTION A: GENERAL: Ownership
Q1 Which car/s do you own? And when did you purchase them?
Code
Name & Model of the Car
Segment A

Segment B

Purchased

Segment C
3
Others
4
Continue with the interview, only if the respondent owns a car in Segment B and is less then
6 months old.
Now we will be talking only about car (car in segment B)
Q2 Who all drive .. car in your family?
Myself
1

Spouse

Children

Driver

Parents

Others

Q3 On a normal day, how much distance does your .. car cover?

0-10 kms
1
30-40 kms

11-20 kms

40-50 kms

20-30 kms

51 kms & more

Q 4What is the monthly average bill for .

a) Fuel Rs ________________
b) Maintenance Rs _________
Q5 How often do you purchase / replace a car?
0-1 yrs

1-2 yrs

2-3 yrs

3 yrs and above

Q6 Now pleases that why did you buy a car?

Q 7Why do you buy a compact B segment car?
Can only afford a B segment car
For run-around purposes
It is easy to park

1
2
3

It is easy to drive in the city

Low maintenance
Good mileage
The brands I want to buy are only available in B Segment like Sanrto , Zen
etc
Compact size
Q8 Where and which situation made you feel the need for a car more?
While traveling to and from work
During an informal discussion with colleagues
During a friends party
During a family outing
While reading an auto magazine
Others
Q 9What was your need for buying this car?
Save time in commuting to and from office

4
5
6
7
8

1
2
3
4
5
6
1

Will help me attract attention of other gender

It will make me feel rich / successful

Will provide safety to me and my family while commuting

We will have a good status in our neighborhood

We will have a good status in our family

I will be accepted in my friend circle

My colleagues in office will not tease / trouble me any more

I will have better marriage prospects

It will make me full powerful and important

10

SECTION B: AWARENESS, TRIAL, CONSIDERATION SET

1. For how many years are you in the four wheeler automobile industry?
Less than two years
Between two and five years
More than five years
2. Do you think four wheeler automobile industry players provide the type of services that
are expected by the customers?
Yes
No
Do not know/ Can not say
3. As regards the customer satisfaction level, which statement do you find correct?
Customer satisfaction is more in Indian Automobile companies than in foreign
Automobile companies

 Customer satisfaction is more in Foreign Automobile companies than in Indian

Automobile companies
Customer satisfaction is equal in both Indian as well as Foreign Automobile
companies
Do not know/ Can not say
4. With increasing competition in the automobile sector sector, particularly in the metros
like Delhi, have you ever considered the notion of improving customer service as a
critical measure of Automobile companies profitability?
Yes
No
Do not know/ Can not say
5. Do you think that the decline in the customer service in the Indian Automobile companies
has driven away the customers to the Foreign Automobile companies?
Yes
No
Do not know/ Can not say
6. On a daily basis, how many complaints do you receive in your branch?
Less than 10
Between 10 to 50
More than 50
Do not know/ Can not say
7.

8.

What is the percentage of your successful solution of the complaints?

Less than 25 per cent
Between 25 to 75 per cent
More than 75 per cent
100 Percent
What are the reasons, according to you, for the decline in the customer service in the
Indian Automobile companies?
Management practices
Poor facilities in the service centers
Attitude of the employees
Other factors
9. What measures are you taking for providing better customer service in your Automobile
Center?
Setting up customer care centers
Emphasizing on on-line solutions
HR Training
Making the staff customer sensitive
Better infrastructural solutions
10. Is India poised to meet the challenges of globalization in the Automobile services
industry?
Yes
No