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Maruti Suzuki Customer Satisfaction Survey

The document contains a 20 question survey about customer satisfaction with Maruti Suzuki vehicle service quality. It asks customers to rate their experience with factors like recommending the service to others, quality of service, time taken to solve issues, knowledge of customer service representatives, wait times and more. Response options for most questions include ratings like satisfied, unsatisfied as well as options to choose qualities like patient, unresponsive that describe interactions.

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Hassan khilar Shah
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2K views5 pages

Maruti Suzuki Customer Satisfaction Survey

The document contains a 20 question survey about customer satisfaction with Maruti Suzuki vehicle service quality. It asks customers to rate their experience with factors like recommending the service to others, quality of service, time taken to solve issues, knowledge of customer service representatives, wait times and more. Response options for most questions include ratings like satisfied, unsatisfied as well as options to choose qualities like patient, unresponsive that describe interactions.

Uploaded by

Hassan khilar Shah
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
  • Questionnaire

Questionnaire:

Topic: Service Quality And Customer Satisfaction

[Link] your complete experience with maruti Suzuki sevice centre


service quality,would you recommend it to a friend or cpllegue

a) yes
b) no

[Link] satisfied you are with the service quality of the basis of the below
matters

Quality of service

 very unsatisfied
 unsatisfied
 neutral
 satisfied
 very satisfied

[Link] of getting problem solved?

 Excellent
 Good
 Satisfactory
 Poor

[Link] taken by customer service representative to solve your issue?

 very time consuming


 Late
 Normal
 Fast
 Exceptional

[Link] of customer service representative on ur respective problem?


 Excellent
 Good
 Satisfactory
 Poor

[Link] time for your questions to be answered?

 Very unsatisfied
 Unsatisfied
 Neutral
 Satisfied
 Very satisfied

[Link] satisfaction with our service

 Excellent
 Good
 Satisfactory
 Poor

[Link] courteousness of customer service representive was?

 Strongly disagree
 Somewhat disagree
 Neutral
 Somewhat agree
 Strongly agree

[Link] of the following quality of the representative stood out?

 Patient
 Enthusiastic
 Attentive
 Friendly
 Patient
 Other

[Link] qualities of the customer service representative the you felt like can
be made better?
 Not patient
 Not enthusiastic
 Not attentive
 Unfriendly
 Unresponsive
 Nothing to complaint about

[Link] would describe your experience with the customer service


representative?

 Keep the waiting hold


 Had to explain several times
 Didn’t know how to handle problem
 Had to ask other employees
 Didn’t speak clearly
 Others
 Nothing to complaint

[Link] customer service at desk?

 Gave me the wrong information


 Didn’t understand the question
 Wave under questions
 Couldn’t solve the problems
 Disorganized
 No improvement need
 Others

[Link] the next coming days,how likely are you to replace your automobile
with another brand?

 Certain
 High chance
 Equal chance
 Low chance
 Never

[Link] your replacing then which brand are you likely to choose?
 Mercedes benz/audi/bmw
 Hyundai
 Honda
 Tata
 Toyota
 Renault
 Others

[Link] time taken to get car serviced?

 Very time consuming


 Delayed
 Normal
 Fast
 Exceptional

[Link] you received any technical support,how do you rate the technical
competence of the engineers and their response time?

 Excellent
 Good
 Satisfactory
 Poor

[Link] do you rate maruti Suzuki servie delivery on time performance and
their commitment to meet your delivery experiment?

 Excellent
 Good
 Satisfactory
 Poor

[Link] you rate competetiveness of suzuki’s service and do they represent


best value for total cost of lifetime ownership?

 Excellent
 Good
 Satisfactory
 Poor

[Link] do you rate the approach to quality management to ensure complete


satisfaction by Suzuki?

 Excellent
 Good
 Satisfactory
 Poor

[Link] do you feel about maruti suzuki’s price to service quality?

 Very costly
 Costly
 Affordable
 Fair price
 Best price

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