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) Age group 18 years 18-24 years 25-40 years 41-55 years >55 years 3. 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.• • 1. a) b) c) Frequency of purchase of product or serviceDaily Every week Every month . a) b) GenderMale Female 4.

specify 8. a) b) Marital statusSingle Married 7. 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 .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.

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

specify 16.d) Pricing is not reasonable e) Any other (Please Specify) 14. 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. 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. a) b) c) d) e) 15. please indicate your reasons for doing so. 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. If you switched to another service provider/product . a) b) c) Would you recommend the product or a service to your friends or relativesYes No 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 .

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

........... 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.. Q9..... Which is your most delightful shopping experience in last 6 months? I) Product /service required.......? .. 4:very important... 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.. Q7.. Rate below according to importance 1: not at all important... 2: slightly 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...... 5:extremely important In-store experience Flexible payment options Exchange offer After Sale service Q8...........Q6..... 3: moderately important. What is/are your preferred channel to receive information? a) Mobile updates b) E-mail c) Post d) Call e) Any other..

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

. 2: slightly important.. C... Education A. 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...... 5:extremely important Brand Bundle offers Free gifts Q5... Name: Gender: Male (1) 4. D. (1) (2) (3) (4) ..... Q4.a) Daily b) 2-3 times a Week c) Once a week d) Once a month e) < Once a month Q3... What would lead you to switch brands (Select 3 most important)? a) Perceived benefits b) Price c) Brand promotions/offers d) Reference groups Other. Age: Female(2) 3... 4:very important....... B.... 3: moderately important. Rate below according to importance for product/service 1: not at all important. e) Purchase convenience f) Any MARKET SURVEY – CUSTOMER DELIGHT Demographics: 1.. Illiterate Up to 4 Class Up to 9 Class SSC th th 2.

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

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

i. Access to the technical details of the product (2) c. 5 being most delighted factor). d. 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: . k. Information about the Product (1) b.a. Others. Post purchase: 5. 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. j. What are the factors which delighted you post/after purchase? (Please rate the following statement on a scale of 1 to 5. f. l. h. e. g.

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

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

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. When making your final decision. 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 . 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. relatives and friends Commercials. Radio Ads. Print Ads. Where do u get information on the products that you purchase generally:      family. Salesperson. Websites.

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

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

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

Whose inputs were considered? Rate on a scale of 1-4( 4 being most valued) Self Friends/existing users Family Salesperson Online reviews 14. Since when have you been purchasing at that shop? 10. Spot decision b. Why that place? a. over the counter 17.1 month d. Mode of purchase a. Importance of the following in purchase. Cheaper d.No 16. Which was the item last purchased? 12. Online b. more than a month 13. LG is a good brand. other High involvement product 11. Yes b. 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. no 9. Located closer c. Does a good brand imply good quality product(For eg. 1 week c. Neighbouring retail shop b. be it a washing machine or a TV) a. so do you feel any product of LG will be good.a. Familiar shop keeper b. Were you satisfied with the purchase(The purchasing process. Supermarkets Always make the purchase at the same shop? a. Yes b. 8. not the product) . Rate on a scale of 1-4( 4 being most valued) Brand Price Warranty Service 15.

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

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