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

Somewhat unlikely Very unlikely Name of Respondent- 2. 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) GenderMale Female 4. a) b) c) Frequency of purchase of product or serviceDaily Every week Every month . a) b) c) d) e) Age group 18 years 18-24 years 25-40 years 41-55 years >55 years 3.• • 1.

a) b) Marital statusSingle Married 7.specify 8.d) e) Every 3-5 months Once or twice a year 6. 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. 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 .

specify 10. 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 . Rate the following factors you consider are important for you to choose a product or a service on a scale of 1. 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) 13.9.2 & 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. 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.specify 12. You go for shopping most oftena) To fulfill needs. c) To know about a new product/service d) Others. wants and desires b) To spend leisure time especially before catching up a movie etc .

a) b) c) Would you recommend the product or a service to your friends or relativesYes No May be 18. 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. 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. a) b) c) d) e) 15.specify 16. Rate your overall service experience about the product or a service- a) Excellent b) Very Good c) Good d) Average e) Poor . If you switched to another service provider/product .d) Pricing is not reasonable e) Any other (Please Specify) 14. 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. please indicate your reasons for doing so.

........ Gender: a) Male b) Female Age.. e) Any Q5....... Q2....... 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.......... 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.... ...... High Involvement Product Q1..............Occupation................. Who is/are the decision maker for this purchasing product/ service? ......................................... 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.......... Q4............... Contact Details.. From where did you gather information about product/service? a) Friends/Family b) Online c) Any Other........

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.. Which is your most delightful shopping experience in last 6 months? I) Product /service required....Q6.. Q9..... 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..... 2: slightly 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.............. Q7.. 4:very important........ 3: moderately important....... 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. Rate below according to importance 1: not at all important...? ...

............. what were your additional expectations? Q13.................. reason...........? II) If no..... Did the whole experience delight you? a) Yes b) No I).. reason...... reason... From where did you prefer to purchase the product/service? a) Online b) Supermarkets c) Neighbourhood Retail shop d) Any other.......? Q12....... If No...? (If any difference..... reason. If yes.. what was the reason for it? II)........ Did you refer the product/service to anyone? a) Yes b) No I) If yes...? Low Involvement Product Q1.... How frequently do you purchase? .... reason for same) III) Reason for purchase..II) Product/service you purchased..? II) If no.... Will you do repeat purchase from selected purchase point? a) Yes b) No I) If yes....... Q2..........? Q14...............................................

Rate below according to importance for product/service 1: not at all important.. Name: Gender: Male (1) 4..a) Daily b) 2-3 times a Week c) Once a week d) Once a month e) < Once a month Q3.. Illiterate Up to 4 Class Up to 9 Class SSC th th 2. 3: moderately important... 2: slightly important. 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..... Education A. What would lead you to switch brands (Select 3 most important)? a) Perceived benefits b) Price c) Brand promotions/offers d) Reference groups Other. 5:extremely important Brand Bundle offers Free gifts Q5... 4:very important... C...... B.. Age: Female(2) 3. (1) (2) (3) (4) ... e) Purchase convenience f) Any MARKET SURVEY – CUSTOMER DELIGHT Demographics: 1. D...

High involvement ……………………………………… (1) Low involvement ………………………………………. c. 8. 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) . Under Graduate Graduate (5) (6) (7) G. b. Mode of purchase: a. e. What kind of the product you brought recently? a. d. Students Business Service Professional (Self Employed) Retired (4) (5) (1) (2) (3) 7. (2) 10. Occupation a. b. Post Graduate 5. b. Online Offline Both (1) (2) (3) 11. c. Email Address: Phone Number: Pre-purchase process: 9. F.E. Annual income of the household( 6.

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. 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? . Factors which are influenced me while making the buying decision. What are the sources which you prefer to gather the information about the product or service which you buy? a. f. 4. e. b.e f g Service Features Aesthetics (5) (6) (7) Purchase process: 2. c. d. Please rank the following Rank 1 being most influenced factor.

Others. e. k. j. 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. i. l. Information about the Product (1) b. Access to the technical details of the product (2) c. g.a. f. h. 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: . 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. d. 5 being most delighted factor).

…………………………………………………………………………………………………………………… ………………………………………………………………………………………………………………………… ………………………………………………………………………………………………………………………… ………………………………………………………………………………………………………………………… ………………………………………………………………………………………………………………………… ……………………………………………………………………………………………… 2. Did the product which you brought reach your expectations? a.6. Yes (1) b. What is your occupation? . (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. No (2) 7. …………………………………………………………………………………………………………………… ………………………………………………………………………………………………………………………… ………………………………………………………………………………………………………………………… ………………………………………………………………………………………………………………………… ………………………………………………………………………………………………………………………… ……………………………………………………………………………………………… Personal details: 1. Of the following statements what makes you most to repurchase.

If yes how many members are present? Low involvement Products Examples include soap. When you are looking at products that are of low involvement to you . toothbrush. etc. What is your Age? 4. what do you look at while making a purchase:       Price Quality Brand name Value for money Generally impulse purchase Others 7. if a new brand offering similar product for a lesser price was on sale would you switch Brands? . What is your income (monthly)?      Less than 5000 5000-10000 10000-20000 20000-30000 Above 30000 (please specify) 3. Are you living with your family? 5.2. When purchasing a regular item of Brand A. personal products. 6.

Salesperson. 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 .8. Given below are different individuals you may interact with while making your purchase. Print Ads. Websites. Radio Ads. Where do u get information on the products that you purchase generally:      family. When making your final decision. 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. On the product packaging From actually using the product (trial phase) 10. relatives and friends Commercials.

apparel. etc. Where do you generally make your low involvement product purchase?        Local kirana store Local departmental store Supermarket Cosmetic store Specialized store Online Others. 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. 13. mobile/smart phones.by fellow consumers 11. please specify ____________________________ 12. please specify __________________________________ . Would you buy a different brand if your favourite celebrity was also uses it (celebrity endorsement)? High Involvement Products Examples include cars.

Given below are different individuals you interact with while deciding on a purchase. 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. when making your final decision. In your previous purchases. 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. Unimporta nt but preferable Unimporta nt Of Little Importan ce Moderate ly Importan t Importa nt Very Importa nt . please specify __________________________________ 15. Rate the following post purchase factors that you look for while buying a high involvement product. When trying to compare different product characteristics between different brands.14.

Yes b. 2. Anniversary messages) Relationship with retailer Cost of post sales service 17. 4. Name Age: Monthly income Living with family a.No 5. 6. If yes. how many members? Monthly household income Low involvement purchase 7.Quality of post sales service Flexibility involved in service Door Step Service (Home Service) Replacement time (manufacturing defects) Customer Connect(Birthd ay. Which of the following services you expect the company to definitely offer?    Disposal offers (environmentally safe) Buy back schemes Exchange offer 1. Where did you make the purchase? . 3.

Which was the item last purchased? 12. 8. 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. Neighbouring retail shop b.a. LG is a good brand.No 16. Were you satisfied with the purchase(The purchasing process. Mode of purchase a.1 month d. no 9. Yes b. Located closer c. Spot decision b. Online b. Familiar shop keeper b. Whose inputs were considered? Rate on a scale of 1-4( 4 being most valued) Self Friends/existing users Family Salesperson Online reviews 14. Rate on a scale of 1-4( 4 being most valued) Brand Price Warranty Service 15. not the product) . over the counter 17. other High involvement product 11. more than a month 13. so do you feel any product of LG will be good. Cheaper d. Importance of the following in purchase. Yes b. Supermarkets Always make the purchase at the same shop? a. Why that place? a. Does a good brand imply good quality product(For eg. Since when have you been purchasing at that shop? 10. 1 week c. be it a washing machine or a TV) a.

During a general conversation . Sales offers d. b.other(specify) 21. what did you find lacking 20. In case of online purchase. What makes you happy/contented during the purchase a. If yes. b. Did you suggest the place to someone else? 25. Ambience b. c. If you have to purchase the product again. The product being made available at a cheaper price Home delivery before the expected date Good packaging 23. Helpful salesperson Fast purchase Information on additional offers 22. will you purchase from the same place again? 24. Proximity e. If no. c. When asked specifically b.a. When did you suggest to that person? a. what makes you happy/contented? a.Variety c.No 18. Why did you purchase from the specified purchase point? a. What was the best part of the purchase? 19. Yes b.

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