FULL NAME: ___________________________________.

Gender: Male ( )Female( )

Age: ______Email id: ________________________________ Mobile no: _____________________.Education

High school

Bachelors

( )in ________________

Masters

( )in ________________

PhD.

( )in ________________

Other

( )in ________________

Occupation

( ) Self employed

( ) Employed

( ) Student

( ) Housewife

( ) Retired

( ) Unemployed

( ) Other

Monthly income (R.s)

( ) Below 10,000

( ) 10,000-20,000

( ) 20,001-29,999

( ) 30,000-40,000

( ) Above 40,0001) Did you receive any intimation through calls or letters for the service due date to get your vehicle serviced?Yes( )No( )

2) When you entered, what was the total time taken before someone from the staff attended you?

Excellent (< 2min)

( )Good (2~5 min)

( )

Average (5~10 min)

( )Poor (> 10 min)

( )

3) The ease of contacting the service department to make an appointment.

Excellent( )Good( )

Average( )Poor( )

4) The service advisors understanding of the work required when you booked the appointment.Excellent( )Good( )

Average( )Poor( )

5) The availability of appointment to suit you.Excellent( )Good( )

Average( )Poor( )

6) The ease of checking in at service reception on the day you brought your vehicle in for service.

Excellent( )Good( )

Average( )Poor( )

7) Communication during service to keep you updated on progress.

Excellent( )Good( )

Average( )Poor( )

8) Availability of spares.

Excellent( )Good( )

Average( )Poor( )

9) Was your vehicle ready for collection at the agreed time?

Yes( )No( )

10) Do the customer service executives try to cross-sell other accessories?

Yes( )No( )

11) Have you ever had an unpleasant experience at the service center?Yes( )No( )

12) If yes, was it resolved by service center Manager?Yes( )No( )

13) Do you feel the service charges were reasonable?Excellent( )Good( )

Average( )Poor( )

14) What is your experience related to availability of spares parts?

Excellent( )Good( )

Average( )Poor( )

15) How do you feel about Kataria Wheelers Service Department?

Excellent( )Good( )

Average( )Poor( )16) Did you find Service Department staff co-operative, courteous & polite?Excellent( )Good( )

Average( )Poor( )17) How would you rate your overall service experience?Excellent( )Good( )

Average( )Poor( )

18) Based on your overall experience, would you visit this service center again?

Yes( )No( )

19) What rates gives to performance of HONDA?Excellent( )Good( )

Average( )Poor( )

20) How often do you use our services?Occasionally( )Frequently( )

Often

( )Never

( )

21) What rate gives towards time performance of service?Excellent( )Good( )

Average( )Poor( )

22) If you satisfied with our after sales service delivery , will you continue to it in the future as well?Yes( )No( )

23) On collecting the vehicle was the work that had been carried out fully explained to you?Yes( )No( )

24) Were you contacted within 3 working days of your visit to check that you were happy with the work carried out?Yes( )No( )

25) Overall how would you rate the quality of service you received from Kataria wheelers?Excellent( )Good( )

Average( )Poor( )26) What is the likelihood of you using Kataria Wheelers for servicing and repairs in the future?Very Likely

( )Likely

( )

Maybe

( )

Unlikely

( )Very Unlikely( )

Questionnaire for measuring the effectiveness of after sales service at Kataria Wheelers

Respected Sir/madam

I am Vicky B. Patel student of M.B.A from S.R.Luthra Institute of Management, Surat. The purpose of this survey on Measuring the effectiveness of after sales service at Kataria Wheelers. The purpose of this analysis is not professional but it is a part of our study. Kindly give me your valuable support by providing needed data & information in the following questions. Data & information given by you will be kept strictly confidential & will be used for academic purpose only.

Yours sincerely

Vicky Patel