ANNEXURE

QUESTIONNAIRE
SECTION A: GENERAL: Ownership
Sample size:50 (30 customers + 20 Car dealers across NCR Delhi), Sample unit: Customers
of cars and car dealers, Sampling method: Random sampling method will be employed to
collect the samples for the study.
Q1 Which car/s do you own? And when did you purchase them?
Code
Name & Model of the Car
Segment A

Segment B

Purchased

Segment C
3
Others
4
Continue with the interview, only if the respondent owns a car in Segment B and is less then
6 months old.
Now we will be talking only about car (car in segment B)

(1) Segment A
No. of Programmes

Name & Model of the Car

Purchased
Total
(2) Segment B
No. of Programmes

Name & Model of the Car

Purchased
Total
(3) Segment C
No. of Programmes

Name & Model of the Car

Purchased
Total

No. of

% of

Respondent

Responses

s
27
23
50

54
46
100%

No. of

% of

Respondent

Responses

s
19
31
50

38
52
100%

No. of

% of

Respondent

Responses

s
20
30
50

40
60
100%

(4) Others
No. of Programmes

Name & Model of the Car

Purchased
Total

No. of

% of

Respondent

Responses

s
30
20
50

60
40
100%

Q2. Who all drive B Segment car in your family?

No. of Programmes

No. of Respondents

% of

16
9
10
7
6
2
50

Responses
32
18
20
14
12
4
100%

(1) Myself
(2) Children
(3) Parents
(4) Spouse
(5) Driver
(6) Others
Total

12%

4%
32%

(1)Myself
(2)Children
(3)Parents

14%

(4)Spouse
(5)Driver
20%

18%

(6) Others

Interpretation:
The above table reveals that there are 50 respondents whose families are using B segment
cars. Out of which 16 respondents drives themselves (myself) i.e., 27.7%. 9 respondents i.e.,
19.1% said that their car drive by the children in their family. 10 respondents i.e., 21.3%
response said that car drive by their parents. 7 respondents i.e., 14.9% said that by their
spouse. 6 respondents i.e., 12.8% prefer their driver and remaining 2 respondents i.e., 4.3%
are in others category.

Q3. On a normal day, how much distance does your A Segment car cover?
No. of Programmes

(1) 0-10 kms

(2) 11-20 kms
(3) 20-30 kms
(4) 30-40 kms
(5) 40-50 kms
(6) 51 kms & More
Total

No. of

% of

Respondent

Responses

s
14
13
11
6
4
2
50

28
26
22
12
8
4
100%

No. of Respondents
(1)0-10 kms
8% 4%
12%

(2)11-20 kms
28%

(3)20-30 kms
(4)30-40 kms
(5)40-50 kms

22%

(6) 51 kms & More

26%

Interpretation:
Out of 50 respondents that have A segment cars, 14 respondents i.e., 28.3% covers a distance
of 0-10 kms daily. While 13 respondents i.e., 26.1% covers a distance of 11-20 kms, 11
respondents i.e., 21.7% covers 20-30kms daily, 6 respondents i.e., 10.9% covers 30-40kms. 4
respondents i.e., 8.7% covers 40-50kms daily, whereas only 2 respondents i.e., 4.3% covers
distance more than 51 kilometres everyday.

Q5. How often do you purchase / replace a car?

No. of Programmes

0-1 yrs
1-2 yrs
2-3 yrs
3 yrs and above
Total

No. of

% of

Respondent

Responses

s
13
16
17
4
50

26
32
34
8
100%

No. of Respondents

8%

26%

34%

0-1 yrs
1-2 yrs
2-3 yrs

32%

3 yrs and above

Interpretation:
Out of the 50 respondents, 13 respondents i.e., 26.1% owners purchased or replace their cars
within 0-1 year while 16 i.e., 32.6% purchase/replace their cars between 1-2 years. 17
respondents i.e., 34.8% purchase/replace their cars between 2-3 years whereas remaining 4
respondents i.e., 6.5% purchase/replace their cars after 3 years.

Q7. Why do you buy a compact B segment car?

No. of Programmes

No. of

% of

Respondents

Response

12
12
6
8
3
3
2

s
24
24
12
16
6
6
4

4
50

8
100%

(1) Can only afford a B segment car

(2) For run-around purposes
(3) It is easy to park
(4) It is easy to drive in the city
(5) Low maintenance
(6) Good mileage
(7) The brands I want to buy are only available in B
Segment like Swift , Grandi10 etc
(8) Compact size
Total

No. of Respondents

4% 8%
6%

24%

6%
16%

24%
12%

Interpretation:
Out of the 50 respondents, 12 respondents i.e., 23.9% revealed that they can afford a B
segment cars only. Another 12 i.e., 23.9% said that they need a vehicle for run-around
purposes. 6 respondents i.e., 10.9% revealed that it is easy to park a B segment cars. Whereas
8 respondents i.e., 15.2% said that it is easy to drive in the city. 3 respondents i.e., 6.50% said
that it has low maintenance while another 3 i.e., 6.5% replied that they gives good mileage.
Only 2 respondents i.e., 4.3% were chosen swift & grandi10 because they are available only
in B segment cars. Only 4 i.e., 8.7% respondents said because of its compact size.

Q8 Where and which situation made you feel the need for a car more?
No. of Programmes

(1) While traveling to and from work

(2) During an informal discussion with colleagues
(3) During a friends party
(4) During a family outing
(5) While reading an auto magazine
(6) Others
Total

4% 8%
10%
26%

% of

Respondents

Response

13
13
13
5
2
4
50

s
26
26
26
10
4
8
100%

(1)While traveling to
and from work

(2)During an informal
discussion with
colleagues

(3)During a friends
party

(4)During a family
outing

(5)While reading an
auto magazine

(6) Others

26%

26%

No. of

Interpretation:
Out of the 50 respondents, 13 i.e., 26.1% needed their cars for travelling to and back to their
work place. While 13 i.e., 26.1% were encourage to buy cars during formal discussions with
friends and colleagues. Another 13 i.e., 26.1% felt the need of having a car while they attend
a friends party. Whereas 5 i.e., 8.7% respondents were needed to have a during a family
outing or functions. 2 i.e., 4.3% respondents felt that they required a car while reading their
magazines and other documents. 4 i.e., 8.7% respondents bought their car for some other
purpose.

SECTION B: AWARENESS, TRIAL, CONSIDERATION SET

1. For how many years are you in the four wheeler automobile industry?
No. of Programmes

Less than two years

Between two and five years
More than five years
Total

No. of

% of

Respondent

Responses

s
23
20
7
50

46
40
14
100%

14%
Less than two years
46%
40%

Between two and

five years
More than five years

Interpretation:
Out of the 50 respondents, 23 i.e., 45.7% dealers are in the automobile industry for less than
two years while 20 i.e., 41.3% dealers are in this industry between two to five years and the
remaining 7 i.e., 13% dealers are in this industry for more than five years.

2. As regards the customer satisfaction level, which statement do you find correct?
No. of Programmes
Customer satisfaction is more in Indian Automobile
companies than in foreign Automobile companies
Customer satisfaction is more in Foreign Automobile
companies than in Indian Automobile companies
Customer satisfaction is equal in both Indian as well as
Foreign Automobile companies
Do not know/ Can not say

No. of

% of

Respondents
26

Responses
52

10

20

18

10

50

100%

Total

No. of Respondents

10%
18%
52%
20%

Interpretation:
Out of the 50 respondents, 26 i.e., 54.3% prefers Indian automobile companies for customer
satisfaction. While 10 i.e., 19.6% relies on foreign automobile companies. Whereas 9 i.e.,
17.4% respondents optioned that customer satisfaction level was equal on Indian and foreign
Automobile companies. While the remaining 5 i.e., 8.7% respondents did not give any
decisive reply.

3. On a daily basis, how many enquiries do you receive in your branch?

No. of Programmes

Less than 10
Between 10 to 50
More than 50
Do not know/ Can not say
Total

No. of

% of

Respondent

Responses

s
27
11
7
5
50

54
22
14
10
100%

10%
Less than 10

14%

Between 10 to 50
54%

22%

More than 50
Do not know/ Can not
say

Interpretation:
Out of the 50 respondents, 27 i.e., 56.5% said that they received less than 10 enquiry daily
Whereas 11 i.e., 21.7% respondents revealed that they received between 10 to 50 enquiries
daily. 7 i.e., 13% respondents claimed to received over 50 enquires a day. While the
remaining 5 i.e., 8.7% respondents were unable to give a clear cut answer.

4. What are the reasons, according to you, for the decline in the customer service in the
Indian Automobile companies?
No. of Programmes

Management practices
Poor facilities in the service centers
Attitude of the employees
Other factors
Total

10%

% of

Respondent

Response

s
23
17
5
5
50

s
46
34
10
10
100%

Management
practices

10%
46%

34%

No. of

Poor facilities in the

service centers
Attitude of the
employees
Other factors

Interpretation:
Out of 50 respondents 23 i.e., 47.8% blamed their management practices for the decline in
customer services. While 17 i.e., 34.8% respondents put their blame to poor facilities of
Indian automobile companies in their service centre. 5 i.e., 8.7% respondents put the blame
on the attitude of the employees. While the remaining 5 i.e., 8.7% need some other factors
responsible for the decline in the service.

5. What measures are you taking for providing better customer service in your Automobile
Center?
No. of Programmes

Setting up customer care centers

Emphasizing on on-line solutions
HR Training
Making the staff customer sensitive
Better infrastructural solutions
Total

No. of

% of

Respondent

Responses

s
19
14
8
4
5
50

38
28
16
8
10
100%

No. of Respondents

10%
8%
16%
28%

38%

Setting up customer
care centers

Emphasizing on online solutions

HR Training

Making the staff

customer sensitive

Better
infrastructural
solutions

Interpretation:
Out of the 50 respondents, 19 i.e., 39.1% revealed that they have set up customer satisfaction
while 14 i.e., 28.3% pointed to online solutions. 8 i.e., 15.2% respondents said that they had
introduced HR training programming. Whereas 4 i.e., 6.5% respondents expected that they
are buying a lot to make that staff customer friendly and sensitive to their complaints. The
remaining 5 i.e., 10.9% respondents said that they provide better infrastructural solutions.