Normally a questionnaire should not be too long, the questions are should be very simple and understandable by customer, it should not consume more time of a customer it may lead to wrong data collection. A example is given below

A STUDY ON CUSTOMER SATISFACTION ABOUT GEN ENTERPRISES

 

  1. Name of the respondent :______________________________

 

  1. Name of the company : ______________________________

 

  1. What is the age of the respondents?

¨  20 to 30     ¨  30 to 40     ¨  40 to50      ¨  Above 50

 

  1. What is the income level of the customers per annum?

¨ < 100000    ¨ 100000 to 300000  ¨ > 300000

  1. Frequency of purchase per year from Gen Enterprises?

¨  More than once in a month                        ¨  Once in a month

¨  Once in three months                                ¨  Once in three to six months

¨  Only once

 

  1. Mode of purchase?

¨  100% advance       ¨  Partial advance      ¨  Payment against delivery

¨  Documents through bank   ¨  Open credit

 

  1. How long are you purchasing from this company?

¨  < 1 years      ¨ 1 to 5 years   ¨  > 5 years

 

  1. Do you feel that the company makes supplies as promised?

¨  Always  ¨  Most often  ¨  Normally  ¨  Not very often  ¨  Rarely

 

  1. What is your opinion about the price of Gen Enterprises?

¨  Very high  ¨  High  ¨  Normal      ¨  Low  ¨  Very low

 

  1. What is share of Gen Enterprises among all your purchases?

¨  0-10%  ¨   11 – 25%  ¨   26-50%  ¨  51-75%  ¨  76-100%

 

  1. To what extent you are satisfied with the quality of the product?

¨  Highly satisfied     ¨  Satisfied  ¨  Neutral

¨  Dissatisfied            ¨  Highly dissatisfied

  1. What type of defects you commonly observe in the products supplied by Gen Enterprises?

 

¨  Delay  ¨  Product defects  ¨ Supply < Quantity   ¨ Supply > Quantity   ¨  Others

 

  1. What is the % of rejection of all items supplied by Gen Enterprises at various stages?

 

¨  0%   ¨   1 – 2%      ¨   3-5%  ¨  6-10%  ¨  >10%

 

  1. Whenever a major quality problem is reported, how quickly Gen Enterprises respond?

 

¨  Immediately  ¨  2 – 5 days  ¨  6-10 days  ¨  >10 days

 

 

 

  1. Whenever you report major quality problem in a product, how soon does Gen Enterprises correct the problem?

 

¨  1 week  ¨  2 weeks  ¨  3 weeks  ¨  > weeks

 

  1. Are you satisfied with the overall service of the company?

¨  Very highly satisfied         ¨  Highly satisfied     ¨  Satisfied

¨  Dissatisfied                        ¨  Highly dissatisfied

 

  1. Will you recommend this company’s products to others?

¨  Recommend          ¨  Neutral       ¨  Not Recommend

 

  1. What is your further expectation form this company?

From product : _______________________________________

From service: _______________________________________