Objective: To determine the customer satisfaction level as regards products, services &

people.

1) You are our customer since? (approx.)__________________

2) Do you think you are getting state of art products from us?

Chart Title
11%

10
9

89%

89% of customers are being delivered state of art product, this says that we have
the latest technology. However in spite of having product they are not reaching
the 11% of customers. Reasons for which need to be found out and addressed.

3) Any product not available with us that you would like to have?
__________________________________________________

4) How would you rate our products quality on the scale of 1-10?
 Chart Title
6% 4%
9%
5m
6m
25% 7m
8m
23% 9m
10m

34%

69 have rated the quality at 8 or below, out of these 38 have given 7 or below
which indicates that measures have to be taken to improve the product.
The reasons for unsatisfied customers need to be found out.
Steps 2 b tkn- targt the cutmor below 7rting

5) How would you rate our product delivery process & delivery time?

Chart Title

14%

V.Good
Good
41%
average
Poor

45%

With 86% cutmrs ranking the delivery process & times as Very good & good, the
companies performance in this respect can be termed very satisfactory. Reasons
for 14% customers rating average can be explored.
6) If you have an AMC with us then is your installation being periodically serviced?

Chart Title

29%
Yes
No

71%

At 29% a high % of customers is not being served periodically which is a concern

area this could hamper customer satisfaction level.

7) How do you rate our service engineers on following parameters on scale of 1-10?

a) Technical knowledge
 Chart Title
13%

8m
7m
19%
6m

69%

With 0 % rating 9-10 techncal knwlg is concern area. Urgent need for technical
training.

b) Politeness

4%
15%
15%

9m
8m
7m
14% 6m
5m
4m
34%

19%

Only 15% engi have rating of 9 on politeness. 52% have rating of 7 or below. Need for
interpersonal skills training.

c) Punctuality
 Chart Title
9% 7%

10m
12%
9m
8m
7m
6m
16%

56%

28% of technical staff can be termed non punctual. Importance of punctuality to be

emphasize to them.

d) Overall appearance

Chart Title
5%

8m
22% 7m
37%
6m
5m
4m

14%

22%

63% of personnel are below satisfaction level on overall appearance. Training on

personal grooming necessary.

8) How do you rate our service level in general on the scale of 1-10?
 Chart Title
5%

8m
22% 7m
37% 6m
5m
4m

14%

22%

63% customers have rated the overall service at 7 or below, which is not
satisfactory. Non of the customers have rated service level 9/10, so improvement in
overall service is badly required.

9) Would you recommend our products & services to people known to you?

Chart Title
10%

Yes
No

90%

In spite of 63 rating 7/ below 90% are ready to recommend our service which
means personal relations of company r stronger or market does not have better service
provider which is not healthy sing for long term. The moment a better competition is
formed our market share will fall drastically. Emphasis should be given on better
process n systems & execution rather than emotional advantage.
10) Do you have any suggestion not covered in this questionnaire?
____________________________________________________
____________________________________________________

Thank You