Greetings!

We are a group of Post Graduate students pursuing our Masters in Financial

Management in MET, Bandra. As a part of our project curriculum, we are working
on ‘Laptops survey’. In this reference, we seek your rightful response in the
Questionnaire given below:

• Name: Rahul Yadav

• Email ID: yrahul.vijay@gmail.com
• Contact detail: 8080982950
1. Which Brand Laptop do you currently use?
a) DELL
b) HP
c) Sony
d) Acer
e) Samsung
f) HCL
g) Others (please specify)

2. You use the Laptop for?

a) Official / Professional Use
b) Personal Use
c) Both

3. What did you look for before selecting the laptop brand?
(Rate them on rank of 1 to 8)

1. Brand value
2. Features
3. Performance
4. Easy Availability
5. Product Price
6. Reliability
7. Better Customer Service
8. Others (please specify) ____

4. What kind of problem do you face with the laptop ?

a) Hardware
b) Software
c) Up-gradation
d) Others (Please specify) ____________________________________

5. What was the mode used for complaint reporting to the company?
a) Mail
b) Telephone
c) SMS
d) Walk-in
e) Others (Please specify)
6. Based on your compliant the response of the Customer Service Centre
was?
a) General Information
b) Problem Resolution
c) Technical Assistance
d) Others (Please specify)

7. What was the turnaround time of resolving your issue?

a) In a day
b) In a week
c) In a month
d) More than a month

8. Was your complaint resolved as per your satisfaction?

a) Not at all
b) Limited extent
c) Moderate extent
d) Very much
e) Completely

9. What do you expect more from company’s Customer Service System?

a) Quality Service
b) Faster / Quick response
c) Better understanding of the product
d) Skilful staff
e) Others (Please specify)

10. Choose from 1 to 5 as below:

1- For Strongly Agree, 2 – Agree, 3- Can’t Say, 4 – Disagree, 5 –
Strongly Disagree
a) Staff was courteous and helpful __________1_____________.
b) Staff provided complete, accurate information to you ______1____________.

c) A timely response was provided _______1________________.

d) My overall experience was positive _____1__________________________.

11. Considering your overall experience with the laptop brand. What
importance/rank will you allocate to the following?

(Rate them on rank of 1 to 7)

1. Brand value
2. Features
3. Performance
4. Easy Availability
5. Product Price
6. Reliability
7. Better Customer Service
12. With reference to your response regarding the way your complaint
was serviced by the Customer Service Centre of the Company,
Would you in future source Laptops (Buy / Up gradation or Fresh
Purchase) & other product (not being laptop) purchase from the
same Brand / Company?
a) Definitely YES
b) Probably YES
c) Can’t Say
d) Probably NO
e) Definitely NO

13. With reference to your response regarding the way your complaint
was handled by the customer service centre of the company, Would
you recommend your friends, relatives and associates to source
their need for (BUY) laptops from the same Brand / Company as
yours?
a) Definitely YES
b) Probably YES
c) Can’t Say
d) Probably NO
e) Definitely NO

Thank You,
We appreciate your response