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Consumer Satisfaction in DTDC Services

The document contains a 16 question survey about consumer satisfaction with the courier service DTDC Express Ltd. The survey asks respondents about their demographics, their ratings of DTDC's service quality, price, promptness, complaint history, satisfaction with receipts, preference between postal or courier service, treatment when complaining, comparison to other courier brands, and overall satisfaction. It also includes open-ended questions for problems experienced and recommendations to improve the service.

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Ravi Gowda
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797 views2 pages

Consumer Satisfaction in DTDC Services

The document contains a 16 question survey about consumer satisfaction with the courier service DTDC Express Ltd. The survey asks respondents about their demographics, their ratings of DTDC's service quality, price, promptness, complaint history, satisfaction with receipts, preference between postal or courier service, treatment when complaining, comparison to other courier brands, and overall satisfaction. It also includes open-ended questions for problems experienced and recommendations to improve the service.

Uploaded by

Ravi Gowda
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
  • Annexure Questionnaire

“A STUDY ON CONSUMER SATISFACTION IN THE SERVICES OF DTDC EXPRESS LTD”

ANNEXURE QUESTIONNAIRE

1. Name and address


2. Sex
3. Age
4. Occupation
5. How would you rate the quality of service
a. High quality
b. Neither high nor low
c. Low quality
6. Are you satisfied relating to price charged by courier service agency
a. Satisfied
b. Not satisfied
7. Opinion about price comparison of the courier service with postal
service
a. Cheaper
b. Costly
c. No comment
8. Degree of satisfaction relating to promptness of courier service in
delivering letters/parcels within time
a. Prompt
b. Not prompt
9. Have you registered complaints against the missing deliveries or
delay in deliveries by courier agencies
a. Complaints made
b. Not made
10. Are you satisfied with the delivery/ parcel receipts or
acknowledgement slip

1
“A STUDY ON CONSUMER SATISFACTION IN THE SERVICES OF DTDC EXPRESS LTD”

a. Satisfied
b. Not satisfied
11. Which of the following would you like to prefer
a. Postal
b. Courier
12. Your expression towards treatment of customers by courier agents
when you complained your grievances
a. Respected
b. Not respected
13. Based on your awareness of this service , is it better, the same or the
worse than other brands of service
a. Better
b. The same
c. Worse
14. Overall how satisfied are you with this service
a. Satisfied
b. Not satisfied
c. No answer
[Link] problem would you like to solve with this service?

[Link] recommendations would you offer for improving this service?

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