Customer Delight Project

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- • 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)………………….. 5. You will never visit a place again if- • The 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 when- • You 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 iscommunicated by:• Email• Phone• Advertisements• Any other…………………………….. 10. If you switched to another service provider/product , pleaseindicate 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• Somewhat unlikely• Very unlikely

1. Name of Respondent-

2. Age group

a) 18 years

b) 18-24 years

c) 25-40 years

d) 41-55 years

e) >55 years

3. Gender-

a) Male

b) Female

4. Household Income-

a) <2 lacs per annum

b) 2-5 lacs per annum

c) 5-10 lacs per annum

d) 10-20 lacs per annum

e) >20 lacs per annum

5. Frequency of purchase of product or service-

a) Daily

b) Every week

c) Every month

d) Every 3-5 months

e) Once or twice a year

6. Marital status-

a) Single

b) Married

7. How did you come to know about a product or a service-

a) WOM

b) Newspapers

c) TV

d) Radio

e) Outdoor/Hoardings

f) Leaflets

g) Internet

h) Others- specify

8. Number of Years you have been using a product or a service-

a) 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 Close to home/workplaceProduct Quality Brand ImageQuality Assurance Discounts/ offers passed onReferral from Family/Friends Staff BehaviourEase of use Others- specify

10. Budget in mind before the purchase of a product or a service-

a) <1000

b) 1000-1500

c) 1500-3000

d) 3000-5000

e) >5000

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

12. You feel delighted when-a) Someone welcomes you by your nameb) Someone welcomes you by your designationc) You are offered unexpected discountsd) Ambience of the place is attractivee) Your problems are addressed timelyf) You are thanked for customer loyaltyg) Any other (Please Specify)

13. You will never visit a place of product or service again if-a) The staff is rude and irrational in behavior

b) Information is not providedc) Ambience of place is not good or up to the markd) Pricing is not reasonablee) Any other (Please Specify) 14. It makes you feel valued/ important when-a) You get customized servicesb) After sales service is promptc) You are wished on your birthday/anniversary with certain amount of discounts etc.d) You are informed personally about new offers and seasonal discountse) Any other (Please Specify)

15. You would like to be communicated about the product or a service through-a) Emailsb) SMSc) Advertisementsd) Others- specify

16. If you switched to another service provider/product , please indicate your reasons for doing so. Select all that apply-

a) Better quality of serviceb) Service is easier to usec) Better access to serviced) Better customer servicee) Better pricef) Better payment plan

17. Would you recommend the product or a service to your friends or relatives-a) Yesb) Noc) 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 e) Any

other...................................

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 e) Purchase convenience f) Any

Other.................

MARKET SURVEY – CUSTOMER DELIGHTDemographics:

1. Name: 2. Age: 3. Gender: Male (1) Female(2)

4. Education

A. Illiterate (1)

B. Up to 4th Class (2)

C. Up to 9th Class (3)

D. SSC (4)

E. Under Graduate (5)

F. Graduate (6)

G. Post Graduate (7)

5. Annual income of the household(

6. Occupation

a. Students (1)

b. Business (2)

c. Service (3)

d. Professional (Self Employed) (4)

e. Retired (5)

7. Email Address:

8. Phone Number:

Pre-purchase process:

9. What kind of the product you brought recently?

a. High involvement ……………………………………… (1)

b. Low involvement ………………………………………. (2)

10. Mode of purchase:

a. Online (1)

b. Offline (2)

c. Both (3)

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

a Brand (1) b Quality (2) c Variety (3) d Availability (4) e Service (5) f Features (6) g Aesthetics (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 Advertisement b Friends c Family Members

dTechnical person recommendation

e Previous experience f Service g Workplace culture h Peer group i Accessibility of the product j Product information k Durability of product l Others

3. What are the sources which you prefer to gather the information about the product or service which you buy?

a. Internet (1)

b. Company website (2)

c. Other comparing website (3)

d. Visit store (4)

e. News paper ads (5)

f. Promotions (6)

4. 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. Cash on delivery (3)

d. Offers or cash discounts (4)

e. Cash back facility (5)

f. Warranty (6)

g. Brand which I prefer (7)

h. Product display (8)

i. Trial and test (9)

j. Free insurance for the product which you buy (10)

k. Financing option (11)

l. Emotional Connect (12)

m. Others. (13)

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 Meet the commitment made on service delivery (1) b Quality of service (2) c Flexibility (3) d Door service (4) e Time taken for the exchange of defective product (5) f Connect with customers (6) g Customer relationship (7) h Installation within next day of purchase (8) i Faith in the brand (9) j Free installation (10) k Others (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)

aDisposal offers (1)

bBuy back schemes (2)

cEasy availability (3)

dProduct quality (4)

eDuration of the product (5)

fUninterrupted service of the product (6)

gContinuous interaction with company people (7)

hAfter sales service (8)

iExchange offers (9)

jOthers (10)

Feedback:

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 ProductsExamples 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 Maximum influence

Some Influence

No influence at all

Friend Family member

Technical

PersonnelIn-store salesperson

Online reviews

Online comments 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 ProductsExamples 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


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


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 Maximum Influence

Some Influence

No Influence at all

Friend Family member

Technical Personnel

In-store sales person

Online reviews


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

Unimportant but preferable

Unimportant

Of Little Importance

Moderately Important

Important

Very Important

Quality of post sales service

Flexibility involved in service

Door Step Service (Home Service)

Replacement time(manufacturing defects)

Customer Connect(Birthday, 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. Name

2. Age:

3. Monthly income

4. Living with family

a. Yes b.No

5. If yes, how many members?

6. Monthly household income

Low involvement purchase

7. Where did you make the purchase?

a. Neighbouring retail shop b. Supermarkets

8. 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. otherHigh 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. Helpful salesperson

b. Fast purchase

c. Information on additional offers

22. In case of online purchase, what makes you happy/contented?

a. The product being made available at a cheaper price

b. Home delivery before the expected date

c. 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

Documents

Customer Delight Project