Questionnaire 1. Who are your customers? a) b) c) 2. a) b) 3. a) b) 4. a) b) 5. a) b) 6. a) b) c) 7. a) b) c) 8.

Wholesaler Retailers Both Yes No Yes No Do you communicate results of your customer satisfaction surveys regularly throughout the company? Yes No Yes No Face to face interview. Toll free numbers, formal surveys. Others means Face to face interviews Surveys. Any other means.

Are your customers needs clearly defined ?

Do you conduct customer satisfaction surveys?

Do you actively seek out customer comments and complaints?

How do you get customer comments and complaints?

How do you get information about the customers?

Do you analyze channel effectiveness? ie which channel is most effective in serving the customer?

a) b) 9. a) b) a) b) a) b) a) b) a) b) a) b)

Yes No Yes No Yes No Yes No Yes No Yes. No. Yes. No.

Do you provide credit facility to your customers?

10. Do you give concessions to your regular customer?

11. Do you take feedback from your customers?

12. Do you customize your product or services according to the customer?

13. Do you have a concept of internal service?

14. Do you communicate with your customers frequently?

15. Do you regularly review the business process to eliminate non valueadding activities and improve customer satisfaction? a) b) Yes No.

16. Is the working environment is conducive to the well-being and morale of all employees? a) b) Yes No.

17. How much is the role of computers in serving the customers? a) b) c) a) b) a) b) Plays a big role Not much role to play No role to play. Yes No such database. Yes No

18. Do you have centralized database for customer information?

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

20. Is there commitment from top management to support the customer-focused service concept? a) b) a) b) Yes No Yes No

21. Is there any improvement in average sale per customer?

22. Is there any improvement in customer response rate to the marketing activities? a) b) a) No. Yes No Yes

23. Is there any improvement in customer retention and loyalty?