IN-DEPTH INTERVIEW QUESTIONS

Basic details like name, age, profession, address etc.

1. Did you get the painting service done for a new house or update paint job in existing
house?
2. Were you staying in the house when the painting was being done?

Advisory
1. Which paint did you use? (Asian/Berger)
2. Why did you decide to go for advisory paint option from these companies instead of
a local contractor or an interior designer?
3. How did you get to know about this service & how did you contact the company?
4. Rate the first meeting/call on the following factors:
- Knowledge of service provider
- Politeness and professionalism
- Ability to understand your expectations and provide relevant suggestions
5. Did they visit your home in to make initial checks regarding feasibility of starting the
project? Did they make the first visit within proper time post the first meeting? Did
you feel secure enough during the visit?
6. Did they provide you with a lot of options and variants, and did they give you
sufficient time and information to make the choice? Did they help you in your
decision making without being pushy?
7. Did they inform you about how the whole process will be taken up, the steps going
forward and the timelines for the same?
8. Were you satisfied with the advisory services that they provided?

Actual Service & Support

1. Did they reach your house on the day and the time specified by them? (If no, why,
did they apologize, provide any other compensation, keep you posted about being
late etc.)
2. Did they give specific instructions about any pre-requisite preparations to be done
and did they inform you about this well in advance?
3. Did they already know what has to be done (did the consultant convey details)?
4. Did they bring the required equipment, correct colour paint etc and did they show
you a sample on the wall?
5. Were the painters polite, patient and professional?
6. Did they give you a timeline on when the job will be completed?
7. Did they come on time everyday, did they take excessive breaks or leaves and did
they inform well in advance if they would not be coming?
8. Did they clean up a little bit after themselves everyday, to ensure that there is no
damage to your property?
9. If you suggested any customizations, were they accommodative or dismissive?
10. What was the quality of the paint itself? Was it the same as the paint selected and
advertised? Were the painters skilled in their work?
11. Were they able to finish on time? In case of delay, did they inform you, and what
action did they take subsequently?
12. After finishing, did they clean up properly to leave the house in the same condition
as before? Did they make the finishing touches properly?
13. How easy and convenient were the payment mechanisms? Did you pay I advance,
were you given sufficient options on how you could pay (cash, card, online)?
14. Is the price representative of the product and service quality provided?

Support:

1. Were you able to reach out to the company anytime you needed to? (Options
available – email, phone call (personal/office number), personal visits etc.)
2. How much time did they take to respond to your queries, if any? (Mail, call, personal
visit)
3. Rate your interaction with the company employees on the basis of:
- Professionalism
- Whether they were able to solve the problem (if any)
4. Did they redirect you to whom you could contact, and take the initiative of
connecting you with them (if they were not able to solve your problem)?
5. Did they accept ownership of the problem, or did they start blaming you for it?
6. Did they investigate the matter enough before reaching a conclusion?