Questionnaire

Name of the Employee: __________________________

Organization name: _____________________________

Mob no: ______________________________________

Email ID: ______________________________________

1). Is your company implementing CRM practices:

a. Yes b. No

2). How do you rate CRM in the list of current priorities within your
organization?

a. Top priority b. Features in top three c. Features in top 10

d. Important but not priority e. cannot quantify/ other

3). Does your company believe that the management of customer

relations is important?

a. Strongly agree b. Agree c. Neutral d. Disagree

4). What do you think is the main reason for customers to choose your
company?

a. Service b. Product c. Reliability d. Image

5). How often you contact your customer?

a. Monthlyb. Half Yearly c. Yearly d. When need arises

6). What medium does your company choose to reach the customer

a. Telephone b. Mails c. Email d. Others

7). Please specify the importance of CRM practices in your organization

in the years mentioned on a scale of 1 to 5 (Where 1 is the highest and
5 is the lowest)

Years 1 2 3 4 5
2006
2007
2008
2009
2010

8). What is the turnaround time (TAT) to resolve customer complaints?

a. 1 to 3 days b. 3 to 6 days c. 6 to 9 days d. Other

9). By what way do you build customer relationship?

a. Authenticity- keeping promises b. delivering value

c. Speedy processing d. Maintain centralized database

10). By what way do you maintain customer relationship?

a. Organizing events b. Providing offers on new products to

existing customers c. providing gifts d. Regular contacts

11). How do you handle customer feedback?

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