Questionnaire for MSG Employees

7/31/2019 Questionnaire for MSG Employees

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Questionnaire for MSG Employees

1. Who are your primary customers?

a) Wholesaler (33)

b) Retailers (17)

c) General Public (50)

33%

17%

50%

Primary Customer's

Wholesalers

Retailers

General Public



2. Are your customer’s needs clearly defined?

a) Yes (73)

b) No (27)

3. Does your organization conduct customer satisfaction surveys?

a) Yes (0)

b) No (100)

73%

27%

Customer's Need

Yes

No



4. How do you monitor the quality of your products?

a) Quality control department (100)

b) Quality checks outside the organization (0)

0%

100%

Organizational Conduct & Customer's

Satisfaction

Yes

No

100%

0%

Monitoring the Product Quality

Quality Control Department

Quality Check Outside the

Organization



5. Does MSG actively seek out customer comments and complaints?

a) Yes (65)

b) No (35)

6. How MSG gets customer comments and complaints?

a) Face to face (0)

b) Toll free numbers (0)

c) Formal surveys (78)

d) Others means (22)

65%

35%

MSG Customer's Comments & Compliments

Yes

No



7. How do you get information about the doctors to visit? Which information

channel is adopted by MSG Pharmaceuticals?

a) Face to face meetings (43)

b) References (7)

c) Any other means (50)

0%0%

78%

22%

MSG Customer's Comments & Complaints

Face to Face

Toll Free Numbers

Formal Surveys

Others Means



8. Do you analyze channel effectiveness? Which channel is most effective in

serving the customer?

a) Chemist (33)

b) By doctor himself (67)

43%

7%

50%

Channels Adopted by MSG Pharmaceuticals

Face to Face Meetings

References

Any Other Means



9. At Msg what is your prime core competency?

a) Quality (37)

b) Low price (13)

c) Innovation (40)

d) MSG is serving without any competitive advantage (10)

33%

67%

Analyzing the Effectiveness of Customer's

Serving Channels

Chemist

By Doctor Him-self



10. Does MSG offer online services?

a) Yes (0)

b) No (100)

37%

13%

40%

10%

Prime Core Competency

Quality

Low Price

Innovation

MSG is serving without any

competitive advantages

0%

100%

MSG online Services

Yes

No



11. How do you manage the online content?

a) We have an online admin (0)

b) We manage by customer feedback (13)

c) It is not managed (87)

12. In your perspective what could be the reason that MSG has not expanded in 11

years?

a) Poor marketing (19)

b) Low paid sales force (51)

c) Less effective market analysis (5)

d) We are transactional focused only (25)

0%

13%

87%

Managing the Online Content

We have an online admin

We manage by customer

feedback

It is not managed



13. Do you have a concept of “internal Training”?

a) Yes (0)

b) No. (100)

19%

51%

5%

25%

Reasons Why MSG has not Expanded in Last

11 Years

Poor Marketing

Low Paid Sales Forces

Less Effective Marketing

Analysis

We are Transactional Focused

Only

0%

100%

Concepts of "Internal Training"

Yes

No



14. Do you communicate with your customers and doctors frequently?

a) Yes (100)

b) No. (0)

15. Do you regularly review the business process to eliminate non value- adding

activities and improve customer satisfaction?

a) Yes (100)

b) No (0)

100%

0%

Doctor's & Customer's Frequent

communication

Yes

No



16. Is the working environment is conductive to the well-being and morale of all

employees?

a) Yes (54)

b) No (46)

100%

0%

Eliminating the Non-Value Added Activites &

Improving the Customer's Satisfactions

Yes

No



17. How much is the role of internet and online access in serving the customers?

a) Plays a big role (17)

b) Not much role to play (33)

c) No role to play (50)

54%

46%

Working Environment & Well-Being Conduct

& Morale of Employees

Yes

No



18. Do you have centralized database for customer information?

a) Yes (11)

b) No such database (89)

17%

33%

50%

Role & Access To Internet & Online Customer

Services

Plays a Big Role

Not Much Role to Play

No Role to Play

11%

89%

Centralized Data-Base for Customer's

Information

Yes

No Such Data-Base



19. Does the staff have access to the customer database?

a) Yes (0)

b) No (100)

20. Is there commitment from top management to support the customer-focusedservice concept?

a) Yes (100)

b) No (0)

0%

100%

Staff Access to the Customer's Data-Base

Yes

No



100%

0%

Customer-Focused Service Concept from Top

Management

Yes

No

Documents

Questionnaire for MSG Employees