Name of respondent:_________________________________ Date: __________ Occupation: 1.How do you find out about a product or service?

Friends Family Other (please specify): __________________________________________________ 2.How frequently do you purchase this product/service? Every day Every week Every month Every 4 - 6 months Once or twice a year 3.Most often you go for shopping To fulfill wants To spend time To know about new product/service To feel good 4.You feel delighted when 5. Someone welcomes you by your name You are offered unexpected discounts Ambiance of the place is attractive Your problems are addressed timely You are thanked for customer loyalty Any other (Please Specify).. You will never visit a place again ifThe staff is rude Information is not provided Ambiance & feel of place is not good Pricing is not reasonable Any other (Please Specify)......................

6.

Do you trust word of mouth? Yes No Sometimes

7.

It makes you feel valued whenYou get customized services After sales service is prompt You are wished on your birthday/anniversary You are informed personally about new offers Any other (Please Specify).

8. The following factors are more important for me to buy a product/ service: (Tick as many options as apply) Quality Service Brand image Price Ease of use Information Staff behavior

9. You will like it if the information about product/service is communicated by: Email Phone Advertisements Any other..

10. If you switched to another service provider/product , please indicate your reasons for doing so. Select all that apply.. Better quality of service Service is easier to use Better access to service Better customer service Better price Better payment plan

11.How likely is it that you would recommend a product/service that you liked to a friend/colleague? Very likely Somewhat likely Neutral


1.

Somewhat unlikely Very unlikely

Name of Respondent-

2. a) b) c) d) e)

Age group 18 years 18-24 years 25-40 years 41-55 years >55 years

3. a) b)

GenderMale Female

4. a) b) c) d) e)

Household Income<2 lacs per annum 2-5 lacs per annum 5-10 lacs per annum 10-20 lacs per annum >20 lacs per annum

5. a) b) c)

Frequency of purchase of product or serviceDaily Every week Every month

d) e)

Every 3-5 months Once or twice a year

6. a) b)

Marital statusSingle Married

7. a) b) c) d) e) f) g) h)

How did you come to know about a product or a serviceWOM Newspapers TV Radio Outdoor/Hoardings Leaflets Internet Others- specify

8. Number of Years you have been using a product or a servicea) First time user b) <1 year c) 1 year-2 years d) 2 years-5 years e) 5-10 years f) >10 years

9. Rate the following factors you consider are important for you to choose a product or a service on a scale of 1,2 & 3 [ 1 being the TOPMOST priority and 3 being the LOWEST priority]-

Price Product Quality Quality Assurance Referral from Family/Friends Ease of use

Close to home/workplace Brand Image Discounts/ offers passed on Staff Behaviour Others- specify

10. Budget in mind before the purchase of a product or a servicea) b) c) d) e) <1000 1000-1500 1500-3000 3000-5000 >5000

11. You go for shopping most oftena) To fulfill needs, wants and desires b) To spend leisure time especially before catching up a movie etc . c) To know about a new product/service d) Others- specify

12. You feel delighted whena) Someone welcomes you by your name b) Someone welcomes you by your designation c) You are offered unexpected discounts d) Ambience of the place is attractive e) Your problems are addressed timely f) You are thanked for customer loyalty g) Any other (Please Specify)

13. a) b) c)

You will never visit a place of product or service again ifThe staff is rude and irrational in behavior Information is not provided Ambience of place is not good or up to the mark

d) Pricing is not reasonable e) Any other (Please Specify) 14. a) b) c) d) e)

15. a) b) c) d)

It makes you feel valued/ important whenYou get customized services After sales service is prompt You are wished on your birthday/anniversary with certain amount of discounts etc. You are informed personally about new offers and seasonal discounts Any other (Please Specify)
You would like to be communicated about the product or a service throughEmails SMS Advertisements Others- specify

16. If you switched to another service provider/product , please indicate your reasons for doing so. Select all that applya) Better quality of service b) Service is easier to use c) Better access to service d) Better customer service e) Better price f) Better payment plan 17. a) b) c) Would you recommend the product or a service to your friends or relativesYes No May be

18. Rate your overall service experience about the product or a service-

a) Excellent b) Very Good c) Good d) Average e) Poor

Occupation.................... Gender: a) Male b) Female Age............... Contact Details.........................

High Involvement Product

Q1. From where did you gather information about product/service? a) Friends/Family b) Online c) Any Other.................

Q2. How much time it generally takes you to finalise your purchase? a) < 1 day b) 1 to <3 days c) 3 to <10 days d) 10 days to < month e) > month

Q3. Who is/are the decision maker for this purchasing product/ service? ....................

Q4. From where did you prefer to purchase the product/service? a) Online b) Multi-brand retail store c) Company outlet d) Neighbourhood Retail shop other................................... e) Any

Q5. Reason for your purchase from selected purchase point (select 3 most important)? a) Variety b) Ambience c) Customer Service d) Pay options e) Offers f) Quality/trust g) After Sale service h) Product display/ demonstration i) Information provided l) Any other.............

Q6. Most important after sale service parameters for you (select 3 most important)? a) Door step service b) Extended warranty option c) installation (as per convenience) d) Mobile updates/ offers e) Occasion discounts f) Hassle free customer service g) Any Other................

Q7. Rate below according to importance 1: not at all important, 2: slightly important, 3: moderately important, 4:very important, 5:extremely important In-store experience Flexible payment options Exchange offer After Sale service

Q8. What is/are your preferred channel to receive information? a) Mobile updates b) E-mail c) Post d) Call e) Any other...............

Q9. When would you feel delighted from your purchase experience? a) Well behaved staff c) Accounting for customer requests c) Receiving free gifts d) Provided additional knowledge/tips e) Good after sale service f) Any Other

Q10. When is most likely of you not purchasing from a point? a) Bad Shop Assistant Attitude b) Lack of knowledge c) Being Ignored d) Product/service not available at time e) Unpleasant ambience f) Any other

Q11. Which is your most delightful shopping experience in last 6 months? I) Product /service required......................?

II) Product/service you purchased................? (If any difference, reason for same) III) Reason for purchase..................................?

Q12. Did the whole experience delight you? a) Yes b) No

I). If yes, what was the reason for it? II). If No, what were your additional expectations?

Q13. Will you do repeat purchase from selected purchase point? a) Yes b) No

I) If yes, reason.....................? II) If no, reason......................?

Q14. Did you refer the product/service to anyone? a) Yes b) No

I) If yes, reason.....................? II) If no, reason......................?

Low Involvement Product

Q1. From where did you prefer to purchase the product/service? a) Online b) Supermarkets c) Neighbourhood Retail shop d) Any other.......................

Q2. How frequently do you purchase?

a) Daily b) 2-3 times a Week c) Once a week d) Once a month e) < Once a month

Q3. Reason for your purchase from selected purchase point (select 3 most important)? a) Variety b) Ambience c) In-Store service d) Pay options e) Offers f) Quality/trust g) Free trials h) Loyalty programs i) Any Other..............

Q4. Rate below according to importance for product/service 1: not at all important, 2: slightly important, 3: moderately important, 4:very important, 5:extremely important Brand Bundle offers Free gifts

Q5. What would lead you to switch brands (Select 3 most important)? a) Perceived benefits b) Price c) Brand promotions/offers d) Reference groups Other................. e) Purchase convenience f) Any

MARKET SURVEY CUSTOMER DELIGHT

Demographics:
1. Name: Gender: Male (1) 4. Education A. B. C. D. Illiterate Up to 4 Class Up to 9 Class SSC
th th

2. Age: Female(2)

3.

(1) (2) (3) (4)

E. F.

Under Graduate Graduate

(5) (6) (7)

G. Post Graduate 5. Annual income of the household(

6.

Occupation a. b. c. d. e. Students Business Service Professional (Self Employed) Retired (4) (5) (1) (2) (3)

7. 8.

Email Address: Phone Number:

Pre-purchase process:
9. What kind of the product you brought recently? a. b. High involvement (1) Low involvement . (2)

10. Mode of purchase: a. b. c. Online Offline Both (1) (2) (3)

11. Factors which I consider while buying the product ( this question can be asked to answer on a scale of 1 to5)

a b c d

Brand Quality Variety Availability

(1) (2) (3) (4)

e f g

Service Features Aesthetics

(5) (6) (7)

Purchase process:
2. Factors which are influenced me while making the buying decision. Please rank the following Rank 1 being most influenced factor.

a b c d e f g h i j k l

Advertisement Friends Family Members Technical person recommendation Previous experience Service Workplace culture Peer group Accessibility of the product Product information Durability of product Others

3. What are the sources which you prefer to gather the information about the product or service which you buy? a. b. c. d. e. f. 4. Internet Company website Other comparing website Visit store News paper ads Promotions (1) (2) (3) (4) (5) (6)

What are the parameters which delighted you during the purchase process?

a.

Information about the Product

(1)

b. Access to the technical details of the product (2) c. d. e. f. g. h. i. j. k. l. Cash on delivery Offers or cash discounts Cash back facility Warranty Brand which I prefer Product display Trial and test Free insurance for the product which you buy Financing option Emotional Connect (3) (4) (5) (6) (7) (8) (9) (10) (11) (12) (13)

m. Others.

Post purchase:
5. What are the factors which delighted you post/after purchase? (Please rate the following statement on a scale of 1 to 5. 5 being most delighted factor).

a b c d e f g h i j k

Meet the commitment made on service delivery Quality of service Flexibility Door service Time taken for the exchange of defective product Connect with customers Customer relationship Installation within next day of purchase Faith in the brand Free installation Others

(1) (2) (3) (4) (5) (6) (7) (8) (9) (10) (11)

Repurchase:

6.

Did the product which you brought reach your expectations? a. Yes (1) b. No (2)

7.

Of the following statements what makes you most to repurchase. (please rate on a scale of 1 to 5)

a b c d e f g h i j
Feedback:

Disposal offers Buy back schemes Easy availability Product quality Duration of the product Uninterrupted service of the product Continuous interaction with company people After sales service Exchange offers Others

(1) (2) (3) (4) (5) (6) (7) (8) (9) (10)

1. 2.

Personal details:
1. What is your occupation?

2.

What is your income (monthly)? Less than 5000 5000-10000 10000-20000 20000-30000 Above 30000 (please specify)

3.

What is your Age?

4.

Are you living with your family?

5.

If yes how many members are present?

Low involvement Products

Examples include soap, toothbrush, personal products, etc.

6. When you are looking at products that are of low involvement to you , what do you look at while making a purchase: Price Quality Brand name Value for money Generally impulse purchase Others

7. When purchasing a regular item of Brand A, if a new brand offering similar product for a lesser price was on sale would you switch Brands?

8.

Which is the preferred medium of payment on purchase of daily use low involvement products: Debit card Credit card Visit the actual store and pay in cash Home delivery from a store Other

9.

Where do u get information on the products that you purchase generally: family, relatives and friends Commercials, Print Ads, Radio Ads, Websites, Salesperson, On the product packaging From actually using the product (trial phase)

10. Given below are different individuals you may interact with while making your purchase. When making your final decision, who has influenced you to make a new purchase or repurchase?

Individuals Friend Family member Technical Personnel In-store salesperson Online reviews Online comments

Maximum influence

Some Influence

No influence at all

by fellow consumers
11. Where do you generally make your low involvement product purchase? Local kirana store Local departmental store Supermarket Cosmetic store Specialized store Online Others, please specify ____________________________

12. Would you buy a different brand if your favourite celebrity was also uses it (celebrity endorsement)?

High Involvement Products

Examples include cars, mobile/smart phones, apparel, etc.

13. While gathering information about the product, you rely on (please tick one/multiple): Friend Family member Technical Personnel Online reviews Newspaper Online comments by fellow consumers Others, please specify __________________________________

14. When trying to compare different product characteristics between different brands, you rely on (please tick one/multiple): Friend Family member Technical Personnel In store promoter Online reviews Product display Online comments by fellow consumers Others, please specify __________________________________

15. Given below are different individuals you interact with while deciding on a purchase. In your previous purchases, when making your final decision, to what extent were you influenced ?

Individuals Friend Family member Technical Personnel In-store sales person Online reviews Online comments by fellow consumers

Maximum Influence

Some Influence

No Influence at all

16. Rate the following post purchase factors that you look for while buying a high involvement product.

Unimporta nt but preferable

Unimporta nt

Of Little Importan ce

Moderate ly Importan t

Importa nt

Very Importa nt

Quality of post sales service Flexibility involved in service Door Step Service (Home Service) Replacement time (manufacturing defects) Customer Connect(Birthd ay, Anniversary messages) Relationship with retailer Cost of post sales service
17. Which of the following services you expect the company to definitely offer? Disposal offers (environmentally safe) Buy back schemes Exchange offer

1. 2. 3. 4.

Name Age: Monthly income Living with family a. Yes b.No

5. 6.

If yes, how many members? Monthly household income

Low involvement purchase 7. Where did you make the purchase?

a. 8.

Neighbouring retail shop

b. Supermarkets

Always make the purchase at the same shop? a. Yes b. no

9.

Since when have you been purchasing at that shop?

10. Why that place? a. Familiar shop keeper b. Located closer c. Cheaper

d. other High involvement product 11. Which was the item last purchased? 12. How long did it take to finalise on the brand/product variety you bought?(the time from you felt the need to the time you made the decision) a. Spot decision b. 1 week c.1 month d. more than a month

13. Whose inputs were considered? Rate on a scale of 1-4( 4 being most valued) Self Friends/existing users Family Salesperson Online reviews

14. Importance of the following in purchase. Rate on a scale of 1-4( 4 being most valued) Brand Price Warranty Service

15. Does a good brand imply good quality product(For eg, LG is a good brand, so do you feel any product of LG will be good, be it a washing machine or a TV) a. Yes b.No

16. Mode of purchase a. Online b. over the counter

17. Were you satisfied with the purchase(The purchasing process, not the product)

a.

Yes

b.No

18. If yes, What was the best part of the purchase? 19. If no, what did you find lacking 20. Why did you purchase from the specified purchase point? a. Ambience b.Variety c. Sales offers d. Proximity e.other(specify)

21. What makes you happy/contented during the purchase a. b. c. Helpful salesperson Fast purchase Information on additional offers

22. In case of online purchase, what makes you happy/contented? a. b. c. The product being made available at a cheaper price Home delivery before the expected date Good packaging

23. If you have to purchase the product again, will you purchase from the same place again? 24. Did you suggest the place to someone else? 25. When did you suggest to that person? a. When asked specifically b. During a general conversation