DEAR SIR/MADAM

NAME: Shweta John

I am a student of Dayananda Sagar Business School, department of marketing
and presently doing a project on Customer Retention in Tractors India Pvt
Ltd, West Bokaro Division. I request you to kindly fill the questionnaire
below and assure you that the data generated shall be kept confidential.

Q1. Are you an Institutional customer or Retail Customer?

A. Institutional customer ( )
B. Retail customer ( )

Q 2. Which mode do you prefer to purchase your products?

A. Direct Purchase ( ) B. Linkages ( ) C. Import ( )

D. Traders ( )

Q 3. What type of products do you purchase from Tractors India Pvt Ltd?
A. Construction ( ) B. Minning ( ) C. Parts & services ( ) D. Energy &
Transport ( )

Q 4.What are the factors you consider while purchasing from Tractors India
Pvt Ltd? (Any Three)
A. Delivery terms ( ) B. Cost-Effectiveness-value of money ( )
 C.Payment-terms ( ) D. Consistent quality of the products ( ) E. Ease of
Purchase ( ) F. Consistent Availability ( )

Q 5. How would you rate the over-all satisfaction with the products?
A. Very satisfied ( ) B. satisfied ( ) C.Neutral ( ) D. Dissatisfied ( )
E. Very dissatisfied ( )

Q 6. How frequently do you purchase from Tractors India Pvt Ltd?

A. Every 6 months ( ) B. Once in a year ( ) C. When required ( )

Q 7. How long have you used the products?

A. Less than 6 months ( ) B. 1 year to less than 3 years ( ) C. 3 years to less
than 5 years ( ) D. 5 years or more ( )

Q 8. How do you rate the product and did they meet your needs and
expectations regarding quality and expectation?
A. Excellent ( ) B. Good ( ) C. Satisfactory ( ) D. Poor ( )

Q9. What are your expectations from Tractors India Pvt Ltd? (Any Three)
A. Quality of Material ( ) B. Competitive Pricing ( ) C. Fast/ Timely

Delivery ( ) D. Availability of Product ( ) E. Flexibility in order /

payment Terms ( )
Q 11. What are the most frequent and pressing problems you face with the
product?
A. No issues ( ) B. Quality of Product ( ) C. Product Availability ( )

D. Flexibility in dealing / commercialization ( ) E. Service Support ( )

F.Delivery Delay ( ) G. Competitive Price ( ) H. Lifting/ Loading support

( )

Q 12. How likely are you to continue doing business with Tractors India Pvt
Ltd?
A. Very likely ( ) B. Likely ( ) C. Neutral ( ) D. Unlikely ( ) E. Very
Unlikely ( )

Q 13. Do you have any suggestions for improving the product?