ANNEXURE

A STUDY ON EFFECTIVENESS OF CUSTOMER RELATIONSHIP MANAGEMENT IN METROLLA STEEL .LTD, KOCHIN QUESTIONNAIRE
Name Age Sex Education Income : : : : :

Are you customer of Metrolla steels ? a) Yes b) No

1. How long you have a regular customer of Metrolla? a) Below 3 years b) 3-6 years c) 6-10 years d) Above 10 years 2. How much consumption OR sales do you get in a month? a) Below 5000 b) 5000-10000 c) 10000-15000 d) Above 15000 3. Which factor influenced you buy Metrolla Steels? a) Quantity b) Brand image c) Company support d) Good commission

4. What is your opinion about pricing policy of Metrolla ? a) Very high b) High c) Moderate e) Low 5. . What is your opinion about quality of the product?
a) Very good b) Good c) Fair d) Poor

6.

I am satisfied with the management policy of Metrolla steels ? a) Strongly agree b) Agree c) Neutral d) Disagree e) Strongly disagree

7. I am satisfied with the service you have received / purchases that has been made? a) Strongly agree b) Agree c) Neutral d) Disagree e) Strongly disagree 8. Margin of profit offered by the company is satisfactory? a) Strongly agree b) Agree c) Neutral d) Disagree e) Strongly disagree

9. I am satisfied with the cash discount offered by the company? a) Strongly agree b) Agree c) Neutral d) Disagree e) Strongly disagree 10. I am satisfied with the distribution mechanism of Metrolla steels? a) Strongly agree b) Agree c) Neutral d) Disagree e) Strongly disagree 11. Field line support of the company is good? a) Strongly agree b) Agree c) Neutral d) Disagree e) Strongly disagree 12. Are you satisfied with the credit policy of the company? a) Highly satisfied b) Satisfied c) Neutral d) Dissatisfied e) Highly dissatisfied

13. Are you satisfied with the promotional activities of the company? a) Highly satisfied b) Satisfied c) Neutral c) Dissatisfied d) Highly dissatisfied 14. Are you satisfied the relationship with the company? a) b) c) d) Highly satisfied Satisfied Dissatisfied Highly dissatisfied

15. What do you feel about the after sales service of Metrolla? a) Excellent b) Good c) Fair d) Poor 16. What is your opinion about the handling of customer complaints? a) Excellent b) Good c) Fair d) Bad 17. How would you rate your experience of using metrolla steel? a) Excellent b) Good c) Fair d) Bad

18. How would you rate satisfaction level with sales representatives? a) Highly satisfied b) Satisfied c) Neutral c) Dissatisfied d) Highly dissatisfied 19. What do you expect from Metrolla? a) b) c) Extend profit margin Extending credit facility Specialty advertising

20. Do you have any suggestion to improve the products, sales and services of Metrolla

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