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Customer'S Expectations and Satisfaction Level Towards Sales and Service Provided by Supreme Motors in Erode"

This document contains a survey to understand customer expectations and satisfaction levels towards sales and after-sales service provided by Supreme Motors in Erode. The survey aims to identify customer satisfaction levels in key areas like buying experience, factors considered for vehicle service, and perception of after-sales schemes. It contains questions on customer demographics, vehicle usage, service preferences, and ratings of dealer interactions and support.

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konguvignesh93
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69 views

Customer'S Expectations and Satisfaction Level Towards Sales and Service Provided by Supreme Motors in Erode"

This document contains a survey to understand customer expectations and satisfaction levels towards sales and after-sales service provided by Supreme Motors in Erode. The survey aims to identify customer satisfaction levels in key areas like buying experience, factors considered for vehicle service, and perception of after-sales schemes. It contains questions on customer demographics, vehicle usage, service preferences, and ratings of dealer interactions and support.

Uploaded by

konguvignesh93
Copyright
© Attribution Non-Commercial (BY-NC)
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOC, PDF, TXT or read online on Scribd
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CUSTOMERS EXPECTATIONS AND SATISFACTION LEVEL TOWARDS SALES AND SERVICE PROVIDED BY SUPREME MOTORS IN ERODE To identify the

e satisfaction level towards buying experience at Supreme Motors. To identify and rank the factors given consideration while deciding the place of service. To identify the satisfaction level about the after sales service provided by the Supreme Motors. To identify the satisfaction level towards the various schemes offered by supreme Motors.

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8. ANNEXURE
CUSTOMERS EXPECTATIONS AND SATISFACTION LEVEL TOWARDS SALES AND SERVICE PROVIDED BY SUPREME MOTORS IN ERODE

1. 2. 3. 4. 5. 6. 7.

Name of the Respondent : _____________________ Place .____________________________ Gender : Male Female Age : Name of the Respondent Marital Status : Occupation :

Married


Student

Single

Professional Businessman Retired

Employed Others ______________

8.

Education:

Not Studied Up to 12 STD Others ___________

U.P

P.G

9.

Income level of the customer (per month)

Rs. 10,001 15,000 10. Earning Members of the Family :

Below Rs. 5,000 Rs. 5,001 10,000

Rs. 15,001 20,000 Above Rs. 20,000


11. Family size :

One Three


Three

Two Four


12. 13.

Two Five

Four

More than five

Which brand of vehicle you own please mention:_______________ Model _____________________CCs__________ Do you know the company which manufactures it?

88


14. 15. 16.

Yes

No

If yes, Name the company__________________ Is this the first vehicle?

Yes No If No, which brand of vehicle you owned earlier, please mention ____________________ What is the reso for changing the vehicle:__________________ How long you have been using this vehicle?


17.

< 3 months

4-6 months

7 months-1yr

1-2 Yrs <2 yrs <3 yrs What are the other brands you consider before busying this vehicle?

18. 19

Bajaj

Enfield

Hero Honda

Tvs

Honda Kinetic LML If its Yamaha, why you prerfer this_____________ Which factor attracts to purchase bike? Offer

Discount

Exchange offer

20 21 22

Other Mode of payment

Cash Credit Installment How long you using this vehicle_______________ How often do you use the vehicle?

Very often
23

Daily

Weekly once

Once in two days

Based on needs How many kilometers do you cover in a month? 0-100 Kms 101 250 kms 251 500 kms 501 1000 kms more than 1000 kms

89

24

What maintenance procedure you adopt in servicing your vehicle? Periodical Monthly once Once in 3 months Once in 6 months Only after a break down Where do you leave your vehicle for servicing? Dealers Sub Dealers Others If others, please mention the reason for not servicing the vehicle with the Dealer/Sub dealer ? Servicing is very costly at the dealers point No timely delivery Quality of service is not up to the mark No friendly approach by the service men No extra services provided Long distance for me to meet the dealers point Others, please mention______________________________ How would you rate your buying experience at the dealers point? At the time of purchase: Memorable Neutral Not so memorable Poor experience During service at warranty and free service Memorable Neutral Not so memorable Poor experience After warranty and free service period Memorable Neutral Not so memorable Poor experience In your opinion, the overall after sales service delivered by the dealer is Excellent Average Very Good Poor Good

25 26

27 a.

b.

c.

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28

Rank the factor you will give consideration while deciding the place of service for servicing your vehicle.

Factors\Rank Timely delivery Reasonable charge Quality of work & service Patience hearing about the work to be carried out BY the service men / mechanics Post service explanations about works carried out Reputation of the service station Location/accessib ility of the service station Value added service Availability of technical equipments to handle the vehicles Warranty / Guarantee availability for spare parts and

10

11

12

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services How many free services were Provided by the dealer for your bike?

29.

2 >3 Are you satisfied about the quality of free services provided by the dealers? 30.
Highly satisfied Dissatisfied

Satisfied Neutral

Highly Dissatisfied

If dissatisfied, please tell the reason for the same 31. Your satisfaction level about the services provided by the dealer H.S 1. Reception given at the service centre 2.Partience hearing by the service manager about the complaints and the works to be carried out 3. Timely delivery 4. Reasonable service charges 5. Replacement of genuine spares 6.Post service explanations 7. Post service parking & care for vehicles 8. Quicker bill processing & receiving payments 9. Post service trial drives 10. Replacement of tools and kits in the appropriate place 11. Attending the minor faults after service before delivery 12. Customer waiting lounge facilities 13.Restroom facilities 14. Quicker delivery of vehicles 15. Willingness to attend faults after delivery 16. Flexible delivery timings 17. Willingness to deliver at your place of S N D.S H.D.S

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preference Is the dealer providing any free service camp \ check up ?

3 2 3 3 3 4 3 5 3 6 3 7

up?

Yes

No

If yes, what is your opinion about the services provided at the free service camp\check

What is the price of your vehicle, please mention Rs.___________________

Are you aware of the various schemes after sales service provided by Supreme motors?

Yes No If yes are you benefited on those schemes?


Yes

No

General suggestions if any : _____________________________________________________________________ _____________________________________________________________________ ___________________________________ Thank you!!!

93

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