Appendix

Websites Homepage

www.lgezbuy.com

I
www.wowlg.com

www.lgservice.com

II
 Questionnaire for Air Conditioners

Name: ………………………………………………………………………………………………….

Address: ………………………………………………………………………………………………

Telephone Number: ……………………… Mobile: …………….……………………………

Model: …………………………………………. …………………………………………………….

1. Overall Quality of Product Features:

• Simplicity of understanding and applying operational instructions given in manual
• Ease of using remote
• Location and design of control panel
• Usefulness of auto air swing, fan and speed regulator
• Quality and usefulness of Dehumidifier, Temperature display
• Quality of anti-bacteria filter/dust filter
• Usefulness of Auto-off/ Memory/Sleep function
• Ease of using Air Conditioner
• Availability of Power saving options

Poor Fair Good Very Good Excellent

2. Overall Quality of Product Performance:

• Durability of Air Conditioner
• Reliability of Air Conditioner (ability to work with low maintenance requirement)
• Ability to work with minimum sound
• Air throw speed and power of cooling of the room

Poor Fair Good Very Good Excellent

3. Overall Quality of Dealership:

• Ease of locating Dealer Showroom
• Ambience of dealership showroom, cleanliness etc (look, feel, layout etc)
• Availability of brochures / leaflets / other information material about product
• Reputation, honesty and integrity of the Dealers
• Availability of information in newspaper, magazines, company websites etc on durable dealer
showrooms

Poor Fair Good Very Good Excellent

4. Overall Quality of the Dealer Salesman:

• Availability of sales person to attend to you
• Ability to listen to you and understand your queries
• Providing complete information about features and specifications such as size, maintenance,
usage and warranty etc
• Knowledge of salesman about all Air conditioners Models
• Knowledge of salesman on various cost related parameters like dealer discounts, schemes etc
• Willingness to provide demonstration of the product, if requested
• Ease of placing an order for the model selected
• Providing complete documentation at the time of purchase
• Willingness to arrange for delivery of the product

Poor Fair Good Very Good Excellent

III
5. Overall Quality of the Delivery Process:
• Time taken for delivery of the product to your required destination
• Ability to deliver the Air Conditioner at committed time
• Ability to ensure no hidden costs related to installation
• Condition of the product on delivery
• Completing the installation of the product to your satisfaction
• Conducting proper and complete demonstration of the Air Conditioner
• Provision complete explanation of documentation and warranty aspects
• Provision of contact details in case of problems

Poor Fair Good Very Good Excellent

6. Overall Quality Of After Sales Service and Repairs:

• Ease of access to authorized service/repair engineer
• Time taken to respond to customer requests for service/repair
• Convenience of time fixed for servicing /repairs
• Ability of the service/repair engineer to understand your requirements & resolve issues
• Courtesy and patience of service engineer while listening to customer issues
• Ability of service/repair engineer to resolve problem on first visit
• Advice provided on other service needs, if any, over and above your requirements
• Accuracy of estimate provided to actual cost paid
• Ensuring That Periodic Visits Are Made As Per Contract

Poor Fair Good Very Good Excellent

7. Overall Quality of Complaint Management and Resolution:

• Ease of contacting dealer in case of problems
• Availability of Helpline/FAQs etc at company website
• Ease of accessing Customer Service Helpline
• Courtesy and patience shown while listening to customer issues
• Knowledge and ability of Helpline personnel to understand customer issues
• Ability to resolve customer issues on first call to Helpline
• Clarity in communicating service and repair related information such as time, costs etc.

Poor Fair Good Very Good Excellent

8. Value for Money:

Poor Fair Good Very Good Excellent

IV
Date: ……………….. Signature: …………………..
Questionnaire for Colour Televisions

Name: ………………………………………………………………………………………………….

Address: ………………………………………………………………………………………………

Telephone Number: ……………………… Mobile: …………….……………………………

Model: …………………………………………. …………………………………………………….

1. Overall Quality of Product Features:

• Simplicity of understanding and applying operational instructions given in the manual
• Ease of operating various features of the Colour TV
• Overall exterior aesthetics / styling
• Position of speakers in cabinet, number of speakers etc.
• Control panel design & number of functions in control panel
• Remote design, size, functions etc
• Adequacy of programme channels

Poor Fair Good Very Good Excellent

2. Overall Quality of Product Performance:

• Durability of the product
• Reliability of the product (ability to function with low maintenance requirement)
• Sound output and volume
• Picture sharpness, quality and clarity
• Colour output quality

Poor Fair Good Very Good Excellent

3. Overall Quality of Dealership:

• Ease of locating Dealer Showroom
• Ambience of dealership showroom, cleanliness etc (look, feel, layout etc)
• Availability of brochures / leaflets / other information material about product
• Reputation, honesty and integrity of the Dealers
• Availability of information in newspaper, magazines, company websites etc on durable dealer
showrooms
Poor Fair Good Very Good Excellent

4. Overall Quality of the Dealer Salesman:

• Availability of sales person to attend to you
• Ability to listen to you and understand your queries
• Providing complete information about features and specifications such as size, maintenance,
usage and warranty etc
• Knowledge of salesman about all Colours TVs Models
• Knowledge of salesman on various cost related parameters like dealer discounts, schemes etc
• Willingness to provide demonstration of the product, if requested
• Ease of placing an order for the model selected
• Providing complete documentation at the time of purchase
• Willingness to arrange for delivery of the product

V
 Poor Fair Good Very Good Excellent

5. Overall Quality of the Delivery Process:

• Time taken for delivery of the product to your required destination
• Ability to deliver the Colour TV at committed time
• Ability to ensure no hidden costs related to installation
• Condition of the product on delivery
• Completing the installation of the product to your satisfaction
• Conducting proper and complete demonstration of the Colour TV
• Provision complete explanation of documentation and warranty aspects
• Provision of contact details in case of problems

Poor Fair Good Very Good Excellent

6. Overall Quality Of After Sales Service and Repairs:

• Ease of access to authorized service / repair engineer
• Time taken to respond to customer requests for service / repair
• Convenience of time fixed for servicing / repairs
• Ability of the service / repair engineer to understand your requirements & resolve issues
• Courtesy and patience of service engineer while listening to customer issues
• Ability of service / repair engineer to resolve problem on first visit
• Advice provided on other service needs, if any, over and above your requirements
• Accuracy of estimate provided to actual cost paid
• Ensuring That Periodic Visits Are Made As Per Contract

Poor Fair Good Very Good Excellent

7. Overall Quality of Complaint Management and Resolution:

• Ease of contacting dealer in case of problems
• Availability of Helpline / FAQs etc at company website
• Ease of accessing Customer Service Helpline
• Courtesy and patience shown while listening to customer issues
• Knowledge and ability of Helpline personnel to understand customer issues
• Ability to resolve customer issues on first call to Helpline
• Clarity in communicating service and repair related information such as time, costs etc.

Poor Fair Good Very Good Excellent

8. Value for Money:

Poor Fair Good Very Good Excellent

VI
Date: ……………….. Signature: ……………..

Questionnaire for Microwave Ovens

Name: ………………………………………………………………………………………………….

Address: ………………………………………………………………………………………………

Telephone Number: ……………………… Mobile: …………….……………………………

Model: …………………………………………. …………………………………………………….

1. Overall Quality of Product Features:

• Simplicity of understanding and applying operational instructions given in the manual
• Ease of operating various features of the microwave oven
• Location and design of control panel
• Usefulness of features such as Auto Defrost etc
• Overall exterior aesthetics / styling of microwave oven

Poor Fair Good Very Good Excellent

2. Overall Quality of Product Performance:

• Durability of the product
• Reliability of the product (ability to function with low maintenance requirement)
• Ability to work with minimum sound

Poor Fair Good Very Good Excellent

3. Overall Quality of Dealership:

• Ease of locating Dealer Showroom

• Ambience of dealership showroom, cleanliness etc (look, feel, layout etc)
• Availability of brochures / leaflets / other information material about product
• Reputation, honesty and integrity of the Dealers
• Availability of information in newspaper, magazines, company websites etc on durable dealer
showrooms
Poor Fair Good Very Good Excellent

4. Overall Quality of the Dealer Salesman:

• Availability of sales person to attend to you
• Ability to listen to you and understand your queries
• Providing complete information about features and specifications such as size, maintenance,
usage and warranty etc
• Knowledge of salesman about all microwave ovens Models
• Knowledge of salesman on various cost related parameters like dealer discounts, schemes etc
• Willingness to provide demonstration of the product, if requested
• Ease of placing an order for the model selected

VII
 • Providing complete documentation at the time of purchase
• Willingness to arrange for delivery of the product

Poor Fair Good Very Good Excellent

5. Overall Quality of the Delivery Process:

• Time taken for delivery of the product to your required destination
• Ability to deliver the Refrigerator at committed time
• Ability to ensure no hidden costs related to installation
• Condition of the product on delivery
• Completing the installation of the product to your satisfaction
• Conducting proper and complete demonstration of the microwave oven
• Provision complete explanation of documentation and warranty aspects
• Provision of contact details in case of problems

Poor Fair Good Very Good Excellent

6. Overall Quality Of After Sales Service and Repairs:

• Ease of access to authorized service / repair engineer
• Time taken to respond to customer requests for service / repair
• Convenience of time fixed for servicing / repairs
• Ability of the service / repair engineer to understand your requirements & resolve issues
• Courtesy and patience of service engineer while listening to customer issues
• Ability of service / repair engineer to resolve problem on first visit
• Advice provided on other service needs, if any, over and above your requirements
• Accuracy of estimate provided to actual cost paid
• Ensuring That Periodic Visits Are Made As Per Contract

Poor Fair Good Very Good Excellent

7. Overall Quality of Complaint Management and Resolution:

• Ease of contacting dealer in case of problems
• Availability of Helpline / FAQs etc at company website
• Ease of accessing Customer Service Helpline
• Courtesy and patience shown while listening to customer issues
• Knowledge and ability of Helpline personnel to understand customer issues
• Ability to resolve customer issues on first call to Helpline
• Clarity in communicating service and repair related information such as time, costs etc.

Poor Fair Good Very Good Excellent

8. Value for Money:

Poor Fair Good Very Good Exc ellent

VIII
Date: ……………….. Signature: ………………….
Questionnaire for Refrigerators

Name: ………………………………………………………………………………………………….

Address: ………………………………………………………………………………………………

Telephone Number: ……………………… Mobile: …………….……………………………

Model: …………………………………………. …………………………………………………….

1. Overall Quality of Product Features:

• Simplicity of understanding and applying operational instructions given in the manual
• Ease of operating various features of the Refrigerator
• Overall exterior aesthetics / styling of refrigerator and door interior
• Capacity of freezer cabinet
• Design of the storage cabinet
• Compartmentalisation of the storage cabinet, vegetable tray design, egg tray etc
• Provision and location of deodorizer, the lamp, freezer thermostat, storage cabinet thermostat
etc
• Provision of moisture controller, door cooling system, water dispenser etc

Poor Fair Good Very Good Excellent

2. Overall Quality of Product Performance:

• Durability of the product
• Reliability of the product (ability to function with low maintenance requirement)
• Ability to work with minimum sound
• Extent of cooling in refrigerators (including freezer)
• Durability of vegetable tray, egg tray and other internal parts of the refrigerators

Poor Fair Good Very Good Excellent

3. Overall Quality of Dealership:

• Ease of locating Dealer Showroom
• Ambience of dealership showroom, cleanliness etc (look, feel, layout etc)
• Availability of brochures / leaflets / other information material about product
• Reputation, honesty and integrity of the Dealers
• Availability of information in newspaper, magazines, company websites etc on durable dealer
showrooms

Poor Fair Good Very Good Excellent

4. Overall Quality of the Dealer Salesman:

• Availability of sales person to attend to you

IX
 • Ability to listen to you and understand your queries
• Providing complete information about features and specifications such as size, maintenance,
usage and warranty etc
• Knowledge of salesman about all Refrigerators Models
• Knowledge of salesman on various cost related parameters like dealer discounts, schemes etc
• Willingness to provide demonstration of the product, if requested
• Ease of placing an order for the model selected
• Providing complete documentation at the time of purchase
• Willingness to arrange for delivery of the product

Poor Fair Good Very Good Excellent

5. Overall Quality of the Delivery Process:
• Time taken for delivery of the product to your required destination
• Ability to deliver the Refrigerator at committed time
• Ability to ensure no hidden costs related to installation
• Condition of the product on delivery
• Completing the installation of the product to your satisfaction
• Conducting proper and complete demonstration of the Refrigerator
• Provision complete explanation of documentation and warranty aspects
• Provision of contact details in case of problems

Poor Fair Good Very Good Excellent

6. Overall Quality Of After Sales Service and Repairs:

• Ease of access to authorized service / repair engineer
• Time taken to respond to customer requests for service / repair
• Convenience of time fixed for servicing / repairs
• Ability of the service / repair engineer to understand your requirements & resolve issues
• Courtesy and patience of service engineer while listening to customer issues
• Ability of service / repair engineer to resolve problem on first visit
• Advice provided on other service needs, if any, over and above your requirements
• Accuracy of estimate provided to actual cost paid
• Ensuring That Periodic Visits Are Made As Per Contract

Poor Fair Good Very Good Excellent

7. Overall Quality of Complaint Management And Resolution:

• Ease of contacting dealer in case of problems
• Availability of Helpline / FAQs etc at company website
• Ease of accessing Customer Service Helpline
• Courtesy and patience shown while listening to customer issues
• Knowledge and ability of Helpline personnel to understand customer issues
• Ability to resolve customer issues on first call to Helpline
• Clarity in communicating service and repair related information such as time, costs etc.

Poor Fair Good Very Good Excellent

8. Value for Money:

Poor Fair Good Very Good Excellent

X
Date: ……………….. Signature: ………………….
Questionnaire for Washing Machines

Name: ………………………………………………………………………………………………….

Address: ………………………………………………………………………………………………

Telephone Number: ……………………… Mobile: …………….……………………………

Model: …………………………………………. …………………………………………………….

1. Overall Quality of Product Features:

• Simplicity of understanding and applying operational instructions given in the manual
• Ease of operating various features of the washing machine
• Overall exterior aesthetics / styling of washing machine
• Usefulness of Pre-Programmed wash cycle options
• Usefulness of wash cycle options that you can customize
• Ease of using washing machine
• Ease of adding Detergent in right quantity

Poor Fair Good Very Good Excellent

2. Overall Quality of Product Performance:

• Durability of the product
• Reliability of the product (ability to function with low maintenance requirement)
• Ability to work with minimum sound
• Quality of washing all types of clothing as recommended by the machines
• Quantity of water consumed as per usage recommendation

Poor Fair Good Very Good Excellent

3. Overall Quality of Dealership:

• Ease of locating Dealer Showroom
• Ambience of dealership showroom, cleanliness etc (look, feel, layout etc)
• Availability of brochures / leaflets / other information material about product
• Reputation, honesty and integrity of the Dealers
• Availability of information in newspaper, magazines, company websites etc on durable dealer
showrooms

Poor Fair Good Very Good Excellent

4. Overall Quality of the Dealer Salesman:

• availability of sales person to attend to you

XI
 • Ability to listen to you and understand your queries
• Providing complete information about features and specifications such as size, maintenance,
usage and warranty etc
• Knowledge of salesman about all washing machines Models
• Knowledge of salesman on various cost related parameters like dealer discounts, schemes etc
• Willingness to provide demonstration of the product, if requested
• Ease of placing an order for the model selected
• Providing complete documentation at the time of purchase
• Willingness to arrange for delivery of the product

Poor Fair Good Very Good Excellent

5. Overall Quality of the Delivery Process:

• Time taken for delivery of the product to your required destination
• Ability to deliver the Refrigerator at committed time
• Ability to ensure no hidden costs related to installation
• Condition of the product on delivery
• Completing the installation of the product to your satisfaction
• Conducting proper and complete demonstration of the washing machine
• Provision complete explanation of documentation and warranty aspects
• Provision of contact details in case of problems

Poor Fair Good Very Good Excellent

6. Overall Quality Of After Sales Service and Repairs:

• Ease of access to authorized service / repair engineer
• Time taken to respond to customer requests for service / repair
• Convenience of time fixed for servicing / repairs
• Ability of the service / repair engineer to understand your requirements & resolve issues
• Courtesy and patience of service engineer while listening to customer issues
• Ability of service / repair engineer to resolve problem on first visit
• Advice provided on other service needs, if any, over and above your requirements
• Accuracy of estimate provided to actual cost paid
• Ensuring That Periodic Visits Are Made As Per Contract

Poor Fair Good Very Good Excellent

7. Overall Quality of Complaint Management And Resolution:

• Ease of contacting dealer in case of problems
• Availability of Helpline / FAQs etc at company website
• Ease of accessing Customer Service Helpline
• Courtesy and patience shown while listening to customer issues
• Knowledge and ability of Helpline personnel to understand customer issues
• Ability to resolve customer issues on first call to Helpline
• Clarity in communicating service and repair related information such as time, costs etc.

Poor Fair Good Very Good Excellent

8. Value for Money:

Poor Fair Good Very Good Excellent

XII
Date: ……………….. Signature: ………………….
Questionnaire for Online Shopping

Name: ………………………………………………………………………………………………….

Address: ………………………………………………………………………………………………

Telephone Number: ……………………… Mobile: …………….……………………………

Product: ……………………………………… Model: …………………………………………..

• Reason for dissatisfaction with online shopping:

Cannot touch & feel goods

Do not feel secure enough

Quality of goods doubtful

Price higher than market rates

Satisfied with offline buy

Goods damaged/spoilt

Goods not properly packed

XIII
Date: ……………….. Signature: …………………..

XIV