PRJ 2016 As CSI - (Hindi) Questionnaire - 15092016

Project 2016 AS CSI Questionnaire (Hindi)
zTRACK CODE MONTH / WEEK
DATABASE NO.
ON LINE RECORD NO.
HRG/CENTRE/YEAR/JB NO./MONTH
QUESTIONNAIRE
For office use only: Qre SL. NUMBER [WITHIN CENTRE] 0 1 [1-8]
STARTING POINT NUMBER [11-13]
CONTACT NUMBER [WITHIN STARTING POINT] [14-15]
Centre Code Centre Code Centre Code Centre Code [16-17]
Hyderabad 5 Jaipur 6 Indore 7 Lucknow 8 [18-19]
RANDOM 1 BOOSTER 2 [20]
Name of the Respondent:
Flat. No. Bldg/Block No.
Address of Street Name :
the selected
Household Area Name :
Landmark : PIN CODE :
[21-
Landline Phone No. with STD Code 0
31]
[32-
Mobile No. with STD Code 0
42]
Email ID
Name of Interviewer Int. No. [43-49]
Name of Supervisor Sup No. [50-56]
Date of interview Start time End time [57-70]
D D M M Y Y H H M M H H M M
Rate
Quali
ty
By QC Yes No Name ID No. Sign Date
(out
of
10)
Srutinized 1 2 [71-80]
Accompany 1 2 [81-90]
Supervisor
[91-
Backcheck 1 2
100]
[101-
Srutinized 1 2
110]
[111-
Executive Accompany 1 2
120]
[121-
Backcheck 1 2
130]
BH ZH NH CL
[131-
Srutinized 1 2 1 2 3 4
140]
BH / ZH / [141-
Accompany 1 2 1 2 3 4
NH/CL 150]
[151-
Backcheck 1 2 1 2 3 4
160]
Open ended questions
1 2 3 NA [161]
translated
FOR TABULATION
Yes No Name Sign Date
Scrutinized [Tab. Supervisor] 1 2 [162]
[163-
Name of Tab Scrutinizer Scrutinizer No.
165]
[166-
Initials of the Coders - [Open ended] Rate Qnr Quality (Out of 10) 167]
CWE Detail
Name of CWE
[168-
Age Sex M F Education
172]
Designation Industry
Name of [173-
SEC 174]
organization
[175-
Mobile No. 0
185]
QUOTA DETAILS
LG (SQ7) Samsung (SQ7) Gender (BQ1) Age (SQ1) Paid / Non-Paid (QH16)
TV 1 TV 1 Male 1 16-18 2 Paid 1
Washing Machine 2 Washing Machine 2 Female 2 19-29 3 Non-Paid 2
Refrigerator 3 Refrigerator 3 30-39 4
Air Conditioner 4 Air Conditioner 4 40-49 5
Mobile Phone 5 Mobile Phone 5 50-59 6
60-65 7
Column coding done by Meena Rane on 7th Sept 2016 Page 1 of 32

2016 Global AS CSI
Good morning/afternoon. My name is __________, and Im an interviewer from Hansa Research, a marketing research
firm. Today, we are conducting a survey regarding consumer electronics. Would you be willing to take a moment and
share your thoughts with us? The information that you provide will be kept strictly confidential and used for statistical
purposes only.
[Screening Question]
[INTERVIEWER: CHECK COUNTRY CODE AUTOMATICALLY. DO NOT LET THE RESPONDENT ANSWER THIS.]
SQb Country Code
(201-202) Code
India 10
BQ1 Gender (SA)
(203) Code
Male 1
CHECK QUOTA
Female 2
[INTERVIEWER: If the mobile quota is zero, terminate 2. 16-18]
SQ1 Can I ask which of the following age ranges you fit into? (SA)
__________________ Yrs. (204-205)
Code (206)
Under 16 TERMINATE
1
16-18 Applicable only for
2
Mobile Owners
19-29 3
30-39 4
40-49 5
50-59 6
60-65 7
Over 65 TERMINATE
8
SQ2 [INTERVIEWER: Only for online survey]

Please provide the name of the city or area where you reside. (Open) (SA)
(207) Code
Hyderabad 5
Jaipur 6
Indore 7
Lucknow 8

INTERVIEWER: SHOWCARD.
IF 7 OR MORE, AMONG CODES 1 - 9 ANSWERED (NEGATIVE RESPONDENTS) TERMINATE]
SQ3 Which of the following things did you do within the last 6 months? Please tell me all the things you did. (MA)
(208-216) Code
Purchased house
1
Purchased home appliances (TV, Washing machine, REF, A/C etc.,)
2
Purchased mobile phone (Smart phone and Feature phone)
3
Went on a family trip
4
Travelled abroad
5
IF CODE 6 IS NOT
Received repair service to repair a home appliance or mobile phone
6 ANSWERED THEN
TERMINATE.
Visited exhibition or exposition about home appliances
7
Purchased a car
8
Replaced tires of the car
9
IF CODE 10 IS
None of the above (EXCLUSIVE)
10 ANSWERED THEN
TERMINATE.
SQ4 Do you or any family members work at a consumer electronics company, after sales service (repair service)
company, or do any after sales service (repair service) related work? (SA)
(217) Code
Yes 1 TERMINATE
No 2
SQ5 Have you participated in a survey related to the after-sales service (repair service) for home appliances within
the past 6 months? (SA)
(218) Code
Yes 1 TERMINATE
No 2
INTERVIEWER: IF 4 OR MORE AMONG CODES 1 - 6 ANSWERED TERMINATE.

IF NONE OF CODE 1 - 5 ANSWERED TERMINATE]
SQ6 Which of the following of your home appliances received after sales service (repair service) in the last 6
months? Please tell me any that received after sales service (repair service). (MA)
(219-225) Code
TV 1
Washing Machine 2
Refrigerator 3
Air Conditioner 4
Mobile phone 5
A/V product (Audio, DVD Player, Speaker, Sound bar) 6
Others (Specify : ) 7

INTERVIEWER: SHOW THE ANSWERS AT SQ6 ONLY.

IF ONLY ONE CODE ANSWERED AT SQ6, AUTO-CODE WITHOUT ASKING SQ6-1.
IF QUOTA FOR A PRODUCT IS COMPLETED, DO NOT SHOW THE COMPLETED PRODUCTS CODE AT SQ6-1.
IF SQ1=2, SQ6-1=1-4, 6 TERMINATE, (IF SQ1=2, SQ6-1=5 CONTINUE).
IF NONE OF CODE 1~5 ANSWERED TERMINATE
SQ6-1 What was the home appliance that received after sales service (repair service) most recently among [SQ6
answers]? (SA)
[SQ6-1 answer]
(226) Code
TV 1
Washing Machine 2
Refrigerator 3
Air Conditioner 4
Mobile phone 5
A/V product (Audio, DVD Player, Speaker,
6
Sound bar)
Others (Specify : ) 7 TERMINATE
Now, I would like to ask you about [SQ6-1 answer], for which you received an aftersales service (Repair service) most
recently.
[SQ6-1 answer]
SHOWCARD
INTERVIEWER: SQ7=98 TERMINATE.
Provide the list of available brands according to the answer in SQ6-1.
Do not rotate the brands.
SQ7 [Do not read the list] What is the brand of the [SQ6-1 answer]? (SA for each product) (227-228)
[SQ6-1 answer]
2. 6. A/V
Washing 3. 4. Air 5. Mobile Product
1. TV
Brand Machine Refrigerator Conditioner Phone
LG
18 18 18 18 18 18
Samsung
28 28 28 28 28 28
Others (Specify: )
98 98 98 98 98 98
INTERVIEWER: SHOWCARD, PROVIDE THE LIST ACCORDING TO THE ANSWER IN SQ6-1.]

IF SQ7-1=11 TERMINATE.
IF SQ7-1=44 TERMINATE.
ROTATION
SQ7-1 What is the product type of the [SQ6-1 answer] that you received after sales service (repair service)? (SA)
(229-230)
[SQ6-1 answer]
TV -
CRT(Braun) TV PDP TV LCD TV LED TV/ OLED TV Other TV
11 13 14 15 16
One of the most common It has a flat display surface It has a flat display surface It has a flat display with LED. Specify:
type of TV before LCD, PDP and with the plasma display with TFT (Thin Film Transistor).
LED TVs were made. panel.
It is thin and light.

It is thinner and lighter It is thinner and lighter than
Its display surface is bulged than the CRT TV. the CRT TV.

It is thick & heavy due to the
CRT (Braun) tube

Washing Machine -
Front loading Top loading
21 22
The inner basket and the outer tub are mounted
horizontally.
A perforated basket is mounted vertically.

Theres a propeller-like agitator in the center, at the
It loads laundry through the door at the front of the
bottom of the machine.
machine.

It has a cover on the top.
The door oftentimes contains a window but not
always.

Refrigerator -
Side by side Top mount Bottom freezer
31 32 33
Its doors are opened from the middle. Its two doors are placed at the top and Its two doors are placed at the top and
bottom. bottom.
The freezer and the refrigerator are placed
side by side.
The freezer is on top and the refrigerator at Refrigerator on top and freezer at the
the bottom. bottom.

It has 2 or more doors

Air Conditioner (AC) -

Window type AC Wall mounted type AC Standing type AC Ceiling type AC
41 42 43 44
Air conditioner that is mounted Air condition that is mounted on Air conditioner that is placed Air conditioner that enables
on the window frame after the wall. upright in a room or office. maximum space by being
opening or removing the attached to the ceiling.
window.
Usually, it is mounted on the wall It is usually tall and shaped like a
horizontally. tower. System air conditioner.

An outdoor unit, which takes the
warm air and noise from the air
conditioner, was put together
with the air conditioner
Mobile Phone -
Feature phone Smart phone
51 52
Have OS(operation system) such as Android and apple IOS etc.
and possible to download application
Mobile phone that

focuses on basic calling &
SMS services. Mobile phone that allows various activities such as Emailing,
SNS, and web-browsing like the iPhone, Galaxy, and
Blackberry.


ONLY FOR SQ7 (MOBILE PHONE BRAND)=18. LG & SQ7-1=52

SQ7-2 What was the model name of your LG smartphone that received A/S service? (SA)
(231) Code
G5 1
G4 2
G3 3
NEXUSS 4
L60 5
Others (Specify: ) 6
Dont know 7
SHOWCARD
SQ8 Did a repairman (technician) visit your house to perform the repair? (SA)
(232) Code
[INTERVIEWER: SQ6-1=5 Terminate] [All products except Mobile]
Yes, a repairman (technician) visited my house by himself. 1 GO TO SQ8-2
[INTERVIEWER: SQ6-1=1~3, 5 Terminate] [For Air Condition only]

No, a courier (a person for the product pick-up) from the service center visited
my house to pick up the product and brought it back after the repair was done. 5 GO TO SQ8-2
[INTERVIEWER: SQ6-1=1~4 Terminate] [For Mobile only]

No, I visited a service center myself. 2 GO TO SQ8-1

No, I took the product to the store or dealer shop where the purchase was made. 3 GO TO SQ8-2

No, I took the product to the designated pick-up place where the products to be
repaired are collected. (Not the store or dealer shop where purchase was made) 4 GO TO SQ8-2

No, I sent the product through parcel delivery service to a service center, the
store or dealer shop where the purchase was made; or to the designated address
place at which the products to be repaired are collected 7 GO TO SQ8-2
Others/Dont know
8 TERMINATE
* AS service type differs depending on the country and product

* Reference: 1= In-Home, 2= Carry-In, 3/4/7= Carry in Delivery, 5= Pick-up & Delivery
O: allowed service type, X: Not allowed service type

O: X:
TV Washing Refrigerator Air Mobile phone A/V

machine conditioner
1 O O O O X N/A
5 X X X O X N/A
2 X X X X O N/A
3 X X X X O N/A
4 X X X X O N/A
7 X X X X O N/A

[ASK ONLY FOR SQ8=2]

SQ8-1 Whos service center did you visit for the repair? (SA)
(251) Code
The service center of [SQ7 answer]
1
[SQ7 answer]
The service center of the store where the product was purchased
2
The service center of operator/service provider
5
Others
3
Dont know / Do not remember
4 TERMINATE
ASK ALL
TERMINATE IF THE ANSWER IS NOT INCLUDED IN BETWEEN MARCH AND SEPTEMBER 2016.
SQ8-2 In which month of this year did you receive the after sales service?
Month, Year,
(252-253) (254-257)

[INSERT THE INSTRUCTION BELOW BEFORE QH0 FOLLOWING EACH CRITERION.]

[INTERVIEWER: READ INSTRUCTION BELOW BEFORE QH0 FOLLOWING EACH CRITERION.]
[SQ8=1]
[In-home service: The repairman (technician) visits your house himself to repair your defective product]
You answered that your recent after sales service (repair service) was for your [SQ7 answer] [SQ6-1 answer].
[SQ7 answer] [SQ6-1 answer]
Now, I am going to ask you about in-home service. In terms of the after sales service (repair service) you received, I
am going to ask you about the process of getting your product repaired and divided it into the following 5 stages.
1. Before requesting an after sales service (repair service)
2. Making an after sales service (repair service) request
3. Repairmans (technicians) visit and the process of repair
4. The results of repair
5. Follow-up service
[SQ8=5]
[Pick up & Delivery service: The courier from manufacturers picks up the product and delivers it back to your house
after the repair is completed]
Now, I am going to ask you about pick up & delivery service. In terms of the after sales service (repair service) you
received, I am going to ask you about the process of getting your product repaired and divided it into the following 5
stages.
3. Pick up & Delivery
[SQ8=3, 4, 7]
[Carry in Delivery: Customer takes the product to the store, dealer shop or the designated pick up place in person or
sends the product through parcel delivery service to a service center]
Now, I am going to ask you about the Carry in Delivery service. This service means that you bring the unit by yourself
or send through parcel delivery service the product to the service center (or the store, dealer shop or the pick-up place
designated by the repair shop), and after the repair, receive it through parcel delivery service or pick up at a
designated place.
I will divide the repair process into the following 5 stages and ask you about the after sales service (repair service) you
received.
3. Delivery & Pick-up by parcel delivery service

4 The results of repair
[SQ8=2]
[Carry-in service: Customer visits a service center themselves and picks up the product after the repair work]
Now, I am going to ask you about the carry-in service. In terms of the after sales service (repair service) you received,
I am going to ask you about the process of getting your product repaired and divided it into the following 5 stages.
3. The process of repair
Part 1. Before requesting after sales service (repair service)
Now, please evaluate the after sales service (repair service) you recently experienced for your [SQ7 answer] [SQ6-1
answer]. Please answer based on your own after sales service experience, not on the pre-existing opinion you already
had about the products manufacturer.
First of all, I am going to ask you about the process before making an after sales service (repair service) request which
covers from finding the product defects on a product to finding contact points to request an after sales service
(repair service).
[INTERIVEWER: ASK ALL, SHOWCARD]

QH0 Considering your most recent experience of finding a defect in your product, what did you do to solve the
problems before requesting an after sales service (repair service)? Please choose all actions you took to solve
the problems. (MA)
(258-263) Code
Searched portal sites 1 GO TO QH3
Visited the product manufacturers
2 GO TO QH0A
website
Asked acquaintances 3 GO TO QH3
Checked products manual 4 GO TO QH3
Searched on SNS (Twitter, Facebook,
7 GO TO QH3
etc.)
Others (Specify:
5 GO TO QH3
____________________)
None of the above 6 GO TO QH3

[INTERIVEWER: ONLY FOR QH0=2, SHOWCARD]

QH0a How easy and convenient was [PRG: QH0 answer]? Please answer on a scale of 1 to 5, where 1 means It was
very difficult and complicated, 3 means It was neither easy nor difficult and 5 means It was very easy and
convenient. (SA) (264)
[PRG: QH0 answer]
It was very difficult and It was neither easy nor It was very easy and
complicated Difficult difficult Easy convenient
1 2 3 4 5
[INTERIVEWER: ONLY FOR QH0=2, SHOWCARD]

QH0-1 If so, which information did you look for when you visited the product manufacturers website? Please choose
all information you looked for. (MA)
(265-268) Code
Searched information for cause of breakdown, self-repair/solutions
1
Checked the contact details to request a repair service
2
Checked the location of the after sales service center
3
Others (Specify: ____________________)
4
[INTERIVEWER: ONLY FOR QH0=2 & QH0-1=1, SHOWCARD]

QH0-2 How convenient was it to find the information on finding the cause of breakdown, self-repair/solution for the
problems on the manufacturers website before requesting an after sales service (repair service)? Please
answer on a scale of 1 to 5, where 1 means It was very inconvenient, 3 means It was neither convenient nor
inconvenient and 5 means It was very convenient. (269) (SA)
It was Neither
It was very convenient nor
Inconvenient Convenient It was Very convenient
inconvenient inconvenient
1 2 3 4 5
[INTERIVEWER: ONLY FOR QH0=2 & QH0-1=1, SHOWCARD]

QH0-3 How satisfied were you with the overall outcome/information you obtained from the product manufacturers
website? Please answer on a scale of 1 to 5, where 1 means I was very dissatisfied, 3 means I was neither
satisfied nor dissatisfied and 5 means I was very satisfied. (270) (SA)
I was neither satisfied

I was very dissatisfied Dissatisfied nor dissatisfied Satisfied I was very satisfied
1 2 3 4 5

[INTERVIEWER: ONLY FOR QH0=2 & QH0-1=2 OR 3, SHOWCARD]

QH0-4 How convenient was it to search for contact details/location of an after sales service (repair service) center on
the product manufacturers website? Please answer on a scale of 1 to 5, where 1 means It was very
inconvenient, 3 means It was neither convenient nor inconvenient and 5 means It was very convenient.
(271) (SA)
It was Neither
1 2 3 4 5
[INTERVIEWER: ONLY FOR QH0=2 & QH0-1=2 OR 3]

QH0-5 Were you able to find the contact details/location of an after sales service (repair service) center on the
product manufacturers website in order to request an after sales service (repair service)? (SA)
(272) Code
Yes, I was able to find the information I needed
1
No, I was not able to find the information I needed
2
[INTERIVEWER: ASK ALL, SHOWCARD]

QH3 How satisfied were you with the overall process of Before requesting an after sales service (repair service),
which covers from finding the product defects to finding contact points to request an after sales service
(repair service)? Please answer on a scale of 1 to 5, where 1 means I was very dissatisfied, 3 means I was
neither satisfied nor dissatisfied and 5 means I was very satisfied. (273) (SA)
I was neither satisfied

I was very dissatisfied Dissatisfied nor dissatisfied Satisfied I was very satisfied
1 2 3 4 5

Part 2. Making an after sales service (repair service) request
Please evaluate the after sales service (repair service) you recently experienced for your [SQ7 answer] [SQ6-1
Now, I am going to ask you about the process of making an after sales service (repair service) request.
[INTERVIEWER: ASK ALL, SHOWCARD]

QH4 Which method did you use when requesting an after sales service (repair service)? (SA)
(274) Code
Phone
1 Go to QH2-0
Online (Email, website, SNS, etc.)
2 Go to QC4-1
Visited the service center with the product without making a reservation in
advance
3 Go to QC4-1
[SQ8=2~4 ONLY]
Others (Specify: ____________________)

4 Go to QC4-1
[INTERVIEWER: ONLY FOR QH4=1, SHOWCARD]

QH2-0 Which number did you call to make an after sales service reservation? (SA)
(275) Code
Manufacturers call center
1 Go to QH2-1
Service center
2 Go to QH2-1
The store where the product was purchased
(or call center operated by the store) 3 Go to QC4-1
Telecom call center [SQ6-1=5 ONLY]

4 Go to QC4-1
[INTERVIEWER: ONLY FOR QH2-0=1, 2, SHOWCARD]

QH2-1 How did you get the contact details of [QH2-0 answer]? (SA)
[QH2-0 answer]
(276) Code
Searched portal sites 1
From the product manufacturers website 9
Label on the product 2
Product manual/letter of guarantee 3
Directory assistance service 4
From acquaintances 5
The store where the product was purchased 6
Others (Specify: ____________________) 7
[INTERVIEWER: ONLY FOR QH2-0=1, 2, SHOWCARD]

QH2-2 Was it easy or difficult to find the contact details of [QH2-0 answer] in order to request an after sales service
(repair service)? Please answer on a scale of 1 to 5, where 1 means It was very difficult, 3 means It was
neither easy nor difficult and 5 means It was very easy. (277) (SA)
[QH2-0 answer]
It was neither easy nor difficult

It was very difficult Difficult Easy It was very easy
1 2 3 4 5

[INTERVIEWER: ONLY FOR SQ8=1, 5, 7 & QH2-0=1]

QH2-3 Were you easily connected to the manufacturers call center to make the after sales service request? (SA)
(278) Code
Yes, it was easy
1
No, it was difficult
9
[INTERVIEWER: ONLY FOR SQ8=2, 4, DIFFERENT QUESTION BY SERVICE TYPE]

QC4-1 [Interviewer: Ask if SQ8=2] How long did it take to get to the service center? (SA)
[Interviewer: Ask if SQ8=4] How long did it take to get to the pick-up location? (SA)
(279) Code
Within 10 min 1
Within 30 min 2
Within an hour 3
Within one and a half hours 4
Within 2 hours 5
Over 2 hours 6
[INTERVIEWER: ONLY FOR SQ8=2, 4, DIFFERENT QUESTION BY SERVICE TYPE,]

QC4-2 [Interviewer: Ask if SQ8=2] How much travel time spent to the repair center would you have felt dissatisfied?
(SA)
[Interviewer: Ask if SQ8=4] How much travel time spent to the pick-up place would you have felt dissatisfied?
(280) Code
More than 10 min 1
More than 30 min 2
More than an hour 3
More than one and a half hours 4
More than 2 hours 5
[INTERVIEWER: ONLY FOR SQ8=2, SHOWCARD]

QC5 How satisfied were you with the external and internal environments (location, atmosphere, cleanliness) of the
place you visited to get your product repaired? (281) (SA)
Neither satisfied
Very dissatisfied Dissatisfied Satisfied Very satisfied
nor dissatisfied
1 2 3 4 5
[INTERVIEWER: Only for SQ8=2~4]

QC5-1 How long did you have to wait to make an after sales service reservation? (SA)
(282) Code
No waiting time 1
Within 10 min 2
Within 20 min 3
Within 30 min 4
Within 40 min 5
Within 50 min 6
Within 60 min 7
Over 60 min 8

[INTERVIEWER: ONLY FOR {(SQ8=1, 5, 7) & (QH2-0=1, 2)} OR (SQ8=2~4)]

DIFFERENT QUESTION BY SERVICE TYPE, SHOWCARD]
QH4-1 [Interviewer: Ask if (SQ8=1, 5, 7) & (QH2-0=1, 2)] How satisfied were you with the waiting time from calling to
contacting the counselor (representative) in the call center? (283) (SA)
[Interviewer: Ask if SQ8=2~4] How satisfied were you with the duration of time you had to wait to register your
after sales service (repair service)?
Neither satisfied
Very dissatisfied Dissatisfied nor dissatisfied Satisfied Very satisfied
1 2 3 4 5
[INTERVIEWER: ONLY FOR SQ8=2~4, SHOWCARD & READ THE APPLICABLE OPTIONS]
[INTERVIEWER: IF QH4-1=1 OR 2, PLEASE SHOW THE CODES FOR ANSWER AT QC5-3 THAT ARE LESS THAN OR EQUAL
TO ANSWER AT QC5-1]
QC5-3 After how much waiting time to have your after sales service (repair service) request accepted do you feel
dissatisfied? (SA)
I would feel dissatisfied if the waiting time to make my after sales service (repair service) request took ( ).
(284) Code
When the request is not accepted on the spot 1
More than 10 min 2
More than 20 min 3
More than 30 min 4
More than 40 min 5
More than 50 min 6
More than 60 min 7
[INTERVIEWER: ONLY FOR {(SQ8=1, 5, 7) & (QH2-0=1, 2)} OR (SQ8=2~4)]

QH4-2 [INTERVIEWER: Ask if (SQ8=1, 5, 7) & (QH2-0=1, 2)] How satisfied were you with the call center counselors
(representatives) kindness? (285) (SA)
[INTERVIEWER: Ask if SQ8=2~4] How satisfied were you with the staffs kindness when you make an after
sales service request?
Neither satisfied
1 2 3 4 5
[INTERVIEWER: ONLY FOR {(SQ8=1, 5, 7) & (QH2-0=1, 2)} OR (SQ8=2~4)],

QH4-3 [INTERVIEWER: Ask if (SQ8=1, 5, 7) & (QH2-0=1, 2)] How satisfied were you with the call center counselors
(representatives) knowledge about the defect on the product? (286) (SA)
[INTERVIEWER: Ask if SQ8=2~4] How satisfied were you with the staffs knowledge about the defect on the
product when you visited to get your product repaired? (SA)
Neither satisfied
1 2 3 4 5

[INTERVIEWER: SQ8=1 OR 5, DIFFERENT QUESTION BY SERVICE TYPE]

QH5 [INTERVIEWER: Ask if SQ8=1] Did you receive any calls (phone call, e-mail, SMS, etc.) from the after sales
service (repair service) center (or repairman (technician) or the call center) to set up a visit appointment with
a repairman (technician)? (SA)
[INTERVIEWER: Ask if SQ8=5] Did you receive any calls (phone call, e-mail, SMS, etc.) from the after sales
service (repair service) center (or courier or the call center) to arrange a pick-up date? (SA)
(287) Code
Yes. I did 1 GO TO QH5-1
No. I didnt 2 GO TO QH5-2
Dont know/Do not remember 3 GO TO QH5-2
[INTERVIEWER: (SQ8=1 OR 5) & (QH5=1), DIFFERENT QUESTION BY SERVICE TYPE, SHOWCARD]

QH5-1 [INTERVIEWER: Ask if SQ8=1] How satisfied were you with speed of the call (phone call, e-mail, SMS, etc.) from
the after sales service (repair service) center (or repairman (technician) or the call center) to arrange a visit date?
(288) (SA)
[INTERVIEWER: Ask if SQ8=5] How satisfied were you with speed of the call (phone call, e-mail, SMS, etc.) from
the after sales service (repair service) center (or courier or the call center) to arrange a pick-up date? (SA)
Neither satisfied
1 2 3 4 5
[INTERVIEWER: SQ8=1 OR 5, DIFFERENT QUESTION BY SERVICE TYPE]

QH5-2 [INTERVIEWER: Ask if Only for SQ8=1] How long did it take from the point when the request for after sales
service (repair service) was accepted to arranging the visit appointment for the repair? (SA)
[INTERVIEWER: Ask if Only for SQ8=5] How long did it take from the point when the request for after sales
service (repair service) was accepted to arranging the visit appointment for the pick-up product? (SA)
(289-290) Code
The day of acceptance 1
The next day of acceptance (Total 2days) 2
2 days after the acceptance (Total 3days) 3
Over 16 days after the acceptance (Total
17
more than 17days)

[INTERVIEWER: ONLY FOR SQ8=1 OR 5, DIFFERENT QUESTION BY SERVICE TYPE, SHOWCARD]

QH6 [INTERVIEWER: Ask if SQ8=1] Was it convenient or inconvenient to make the visit appointment for repair at
your preferred date or time? Please answer on a scale of 1 to 5, where 1 is Very inconvenient, 3 is Neither
inconvenient nor convenient and 5 is Very convenient. (291) (SA)
[INTERVIEWER: Ask if SQ8=5] Was it convenient or inconvenient to make the visit appointment for pick-up
the product at your preferred time? Please answer on a scale of 1 to 5, where 1 means It was very
inconvenient, 3 means It was neither convenient nor inconvenient and 5 means It was very convenient.
(SA)
It was Neither
1 2 3 4 5
[INTERVIEWER: ONLY FOR SQ8=1 OR 5, ROTATE QH6-1 AND QH6-2,

QH6-1 [INTERVIEWER: Ask if SQ8=1] How important do you think it is to be able to set up a visit appointment at
your preferred time? Please answer on a scale of 1 to 5, where 1 means It is not very important, 3 means It
is moderate and 5 means It is very important. (292) (SA)
[INTERVIEWER: Ask if SQ8=5] How important do you think it is to be able to set up a product pick-up at your
preferred time? Please answer on a scale of 1 to 5, where 1 means It is not very important, 3 means It is
moderate and 5 means It is very important. (SA)
It is not very important

Not important It is moderate Important It is very important
1 2 3 4 5
[INTERVIEWER: ONLY FOR SQ8=1 OR 5, ROTATE QH6-1 AND QH6-2,

QH6-2 [INTERVIEWER: Ask if SQ8=1] How important do you think it is to be able to set up a visit appointment at the
earliest available time? where 1 means It is not very important, 3 means It is moderate and 5 means It is
very important. (293) (SA)
[INTERVIEWER: Ask if SQ8=5] How important do you think it is to be able to set up product pick-up at the
earliest available time? Please answer on a scale of 1 to 5, where 1 means It is not very important, 3 means It
is moderate and 5 means It is very important. (SA)
It is not very important Not important It is moderate Important It is very important
1 2 3 4 5

[INTERVIEWER: ASK ALL, DIFFERENT QUESTION BY SERVICE TYPE, SHOWCARD]

QH7 [INTERVIEWER: Ask if SQ8=1 or 5] How satisfied were you with the overall process of Making an after sales
service (repair service) request, which covers from after sales service (repair service) request such as
contacting counselor (representative)/requesting online to making an appointment for a visit? (294) (SA)
[INTERVIEWER: Ask if SQ8=2~4] How satisfied were you with the overall process of Making an after sales
service (repair service) request, which includes visiting the service center or the reception to getting the
after sales service (repair service) request accepted? (SA)
[INTERVIEWER: Ask if SQ8=7] How satisfied were you with the overall process of Making an after sales
service (repair service) request, which covers from after sales service (repair service) request such as
contacting the counselor (representative)/requesting online to sending the product through parcel delivery
service? (SA)
Neither satisfied
1 2 3 4 5

[INSERT THE INSTRUCTION BELOW FOLLOWING EACH CRITERION.]

[INTERVIEWER: READ INSTRUCTION BELOW FOLLOWING EACH CRITERION.]
[SQ8=1]
Part 3. Repairmans (technicians) visit and the process of repair
Please evaluate the recent after sales service (repair service) experience for your [SQ7 answer] [SQ6-1 answer].
Please answer based on your own after sales service experience, not on the pre-existing opinion you already had
about the products manufacturer.
Now, I am going to ask you about the process of repairmans (technicians) visit and the process of repair.
[SQ8=5]
Part 3. Pick-up and Delivery
Now, I am going to ask you about the process of product pick-up & delivery.
[SQ8=3, 4, 7]
Part 3. Carry in Delivery
Please evaluate the recent experience of receiving after sales service (repair service) for your [SQ7 answer] [SQ6-1
Now, I am going to ask you about the process of sending the product through parcel delivery service & pick-up.
[SQ8=2]
Part 3. The process of repair
Now, I am going to ask you about the repair process after making a repair request.
[INTERVIEWER: ONLY FOR SQ8=1 OR 5, DIFFERENT QUESTION BY SERVICE TYPE, SHOWCARD]

QH8 [INTERVIEWER: Ask if SQ8=1] How satisfied were you with the repairmans (technician)s punctuality in
keeping the appointment time? (301) (SA)
[INTERVIEWER: Ask if SQ8=5] How satisfied were you with the couriers punctuality for the product pick-up
and the delivery back to your house? (SA)
Neither satisfied
1 2 3 4 5

[INTERVIEWER: ONLY FOR SQ8=1 OR 2 OR 5, DIFFERENT QUESTION BY SERVICE TYPE, SHOWCARD]

QH9 [INTERVIEWER: Ask if SQ8=1 or 2] How satisfied were you with the repairmans (technicians) kindness when
repairing the product? (SA)
[INTERVIEWER: Ask if SQ8=5] How satisfied were you with the couriers kindness in the process of the
product pick-up and the delivery? (302) (SA)
Neither satisfied
1 2 3 4 5
[INTERVIEWER: ASK ONLY FOR SQ8=7, SHOWCARD]

QH9-2 You answered that you used parcel delivery service for product repair. Where did you send the product to
receive the after sales service (repair service)? (SA)
(303) Code
The [SQ7 answer] service center
1
[SQ7 answer]
The service center of the store in which the product was purchased
2
The designated address where the products to be repaired are collected. (Not the store or
dealer shop where purchase was made) 3
[INTERVIEWER: ONLY FOR SQ8=7]

QH9-3 After sending the product to [QH9-2 answer], did you receive any message/call informing you that the
product had been well-received? (SA)
[QH9-2 answer]
(304) Code
Yes, I received the message/call 1
No, I did not receive any message/call 2
[INTERVIEWER: ASK ALL]

QH9-1 Before receiving after sales service (repair service), were you given information about the service, such as the
expected repair duration, cost, and explanation about the process? (SA)
(305) Code
Yes. I did 1 Go to QH10
No. I didnt 2 Go to QH10-1
Dont know/Do not remember 3 Go to QH10-1
[INTERVIEWER: ONLY FOR QH9-1=1, SHOWCARD]

QH10 How satisfied were you with the information that was provided to you, such as the expected repair duration,
cost, and explanation about the process? (306) (SA)
Neither satisfied
1 2 3 4 5

[ONLY FOR SQ6-1=5 AND SQ8=2 OR 3 OR 4 OR 7, SHOWCARD]

QH10-1 How did you receive the repaired product after the repair? (307) (SA)
Code
[INTERVIEWER: SQ8=2 or 3 or 4]
I waited at the service center/the store/the dealer shop until the product was repaired and
1
picked it up on the spot.
[INTERVIEWER: SQ8=2 or 3 or 4]
Since it took a few days to repair the product, I received the product through parcel delivery
service after it was repaired. 2
[INTERVIEWER: SQ8=7]
I received the repaired product through parcel delivery service. 3
[INTERVIEWER: SQ8=7]
I visited the designated place where the products to be repaired are collected (Not the store or
dealer shop where purchase was made) myself and picked up the repaired product. 4

QH11 After receiving after sales service (repair service), were you informed about the details of the repair, such as
the cause of the defect, and about recommended usage? (SA)
(308) Code
Yes 1 GO TO QH11-1
IF SQ8=1,
No 2 GO TO QH11-2, ELSE
GO TO H12
IF SQ81, GO TO
Dont know/Do not remember 3
QH12

QH11-1 After receiving after sales service (repair service), how satisfied were you with the explanation about the
details of the repair such as the cause of breakdown and recommended usage? (309) (SA)
Neither satisfied
1 2 3 4 5
[INTERVIEWER: ONLY FOR SQ8=1, SHOWCARD]

QH11-2 After receiving after sales service (repair service), how satisfied were you with the clean-up of the area where
the repair took place? (310) (SA)
Neither satisfied
1 2 3 4 5


QH12 [INTERVIEWER: Ask if SQ8=1] How satisfied were you with the overall process which covers from repairman
(technician)s visit to the completion of repair? (311) (SA)
[INTERVIEWER: Ask if SQ8=5] How satisfied were you with the overall process which includes product pick-
up, product repair and delivery of the repaired product. (SA)
[INTERVIEWER: Ask if SQ8=7] How satisfied were you with the overall process which includes product pick-
up, product repair and receiving of the repaired product. (SA)
[INTERVIEWER: Ask if SQ8=2~4] How satisfied were you with the overall repair service process done in the
service center (or the retail store) after the service registration. (SA)
Neither satisfied
1 2 3 4 5

Part 4. The results of repair
Please evaluate the recent after sales service (repair service) experience for your [SQ7 answer] [SQ6-1 answer]. ].
Now, I am going to ask you about the results of the repair when after sales service (repair service) was completed.
[INTERVIEWER: ONLY FOR SQ8=1]

QH13 How many times did the repairman (technician) visit your house until the repair was completed? (SA)
(312) Code
Once 1
Twice 2
Three times 3
Four times 4
Over five times 5
Dont know/ Do not remember 6
[INTERVIEWER: ONLY FOR SQ8=1 OR 5 OR 7 OR QH10-1=2]

QH13-1 How many times did you contact the after sales service (repair service) center or the call center including the
calls requesting for after sales service (repair service) until the completion of after sales service (repair
service)? (SA)
(313) Code
Once 1
Twice 2
Three times 3
Four times 4
Over five times 5
Dont know/ Do not remember 6
[INTERVIEWER: Ask ALL]

QH14 How many days did the repair take from the point when the request for after sales service (repair service) was
accepted to the completion of the after sales service (repair service)? (SA)
(314-315) Code
The day after the acceptance (Total of 2 days) 2
2 days after the acceptance (Total of 3 days) 3
Over 16 days after the acceptance (Total more
17
than 17days)


QH14-1 How satisfied were you with the time spent from the acceptance of the after sales service (repair service)
request to the completion of after sales service (repair service)? (316) (SA)
Neither satisfied
1 2 3 4 5
[INTERVIEWER: ASK ALL, IF QH14-1=1 OR 2, PLEASE SHOW THE CODES FOR ANSWER AT QH15 THAT ARE LESS THAN OR
EQUAL TO ANSWER AT QH14]
QH15 How many days would have to pass from your after sales service (repair service) request acceptance for you
to feel dissatisfied if the repair was not yet completed? (317-318) (SA)
Code
The next day of acceptance (Total 2days) 2
Over 16 days after the acceptance (Total
17
more than 17days)

QH15-1 Did you receive the most recent after sales service (repair service) due to a reoccurring defect? (SA)
(319) Code
Yes 1 GO TO QH15-2
No 2 GO TO QH16
[INTERVIEWER: ONLY FOR QH15-1=1]

QH15-2 Within how many days after the repair did the problem reoccur? (SA)
(320) Code
Within 10 days 1
Within 20 days 2
Within 30 days 3
Within 2 months 4
Within 3 months 5
Within 6 months 6
Over 6 months 7


QH16 Did you pay for the repair? (SA)
(321) Code
Yes (Paid) 1 GO TO QH16A
No (Non paid) 2 GO TO QH17
[ONLY FOR QH16=1]

QH16a How much did you pay for the repair?
_________________________ INR
(322-326)

QH16-1 What do you think about the repair cost? Please answer on a scale of 1 to 5, where 1 means It is very
expensive, 3 means It is moderate and 5 means It is very cheap. (327) (SA)
It is very expensive Expensive It is moderate Cheap It is very cheap
1 2 3 4 5

QH17 How satisfied were you with the overall results of repair? (328) (SA)
Neither satisfied
1 2 3 4 5

Part 5. Follow-up Service
Now, I am going to ask you about the follow-up service after the completion of the repair.
[INTERVIEWER: Ask ALL]

QH18 Follow-up service means contact from the after sales service (repair service) center or call center to check
customers satisfaction and the results of repair. Have you ever received any follow-up service? (329) (SA)
Code
Yes 1 GO TO QH18-1
No 2 GO TO PART 6

QH18-1 How did you receive the follow-up service? Please select ONE that applies. (330) (SA)
Code
Phone 1
E-mail/Online 2
Text message (SMS, MMS) 3
Others (Specify: ____________________) 4

QH18-2 How satisfied were you with follow-up service asking your opinion about the results of the after sales service
(repair service)? (331) (SA)
Neither satisfied
1 2 3 4 5

Part 6. Importance of each stage
Now, I am going to ask you about how important each stage is in the whole process of after sales service (repair
service).

QH19 How important do you think the Before requesting after sales service (repair service) stage (searching
information about the cause of breakdown and self-diagnosis) is in the whole process of the after sales
service (repair service)? (332) (SA)
Not very important Not important Moderate Important Very important
1 2 3 4 5

QH20 [INTERVIEWER: Ask if SQ8=1, 5 or 7] How important do you think the Making an after sales service (repair
service) request stage is in the whole process of the after sales service (repair service)? (333) (SA)
[INTERVIEWER: Ask if SQ8=2~4] How important do you think the Making an after sales service (repair
service) request stage (taking product to service center, shop or the designated place) is in the whole process
of the after sales service (repair service)? (SA)
1 2 3 4 5

QH21 [INTERVIEWER: Ask if SQ8=1] How important do you think the Repairmans (technicians) visit and the
process of repair (from adjusting the time of visit to a repair) stage is in the whole process of the after sales
service (repair service)? (334) (SA)
[INTERVIEWER: Ask if SQ8=5] How important do you think the Product Pick-up & Delivery (from couriers
pick-up to delivery back to your house after the repair was done) stage is in the whole process of the after
sales service (repair service)? (SA)
[INTERVIEWER: Ask if SQ8=7] How important do you think the Product Delivery & Delivery Back/Pick up
(from sending the product for repair to receiving back/picking up the repaired product) stage is in the whole
process of the after sales service (repair service)? (SA)
[INTERVIEWER: Ask if SQ8=2~4] How important do you think the The process of repair (after acceptance of
request to completion of repair) stage is in the whole process of the after sales service (repair service)? (SA)
1 2 3 4 5

QH21-1 How important do you think The results of the repair (Time spent and cost for repair) stage is in the whole
process of the after sales service (repair service)? (335) (SA)
1 2 3 4 5


QH22 How important do you think Follow-up service (After service inquiry) stage is in the whole process of the
after sales service (repair service)? (336) (SA)
1 2 3 4 5
[INTERVIEWER: ASK ALL, DIFFERENT LIST BY SERVICE TYPE, SHOWCARD]

QH22-1 Among the 5 stages of the after sales service (repair service), from before requesting after sales service
(repair service) to Follow-up Service, which stages are most important? Please select 2 stages in the order of
importance.
QH22-1 (SA) QH22-1 (SA)

Stages of after sales service (repair service)
1st- (337) 2nd - (338)
The process before requesting after sales service (repair service)
(Searching information about the cause of breakdown, self-diagnosis) 1 1
[For SQ8=1, 5 or 7] The process of making an after sales service (repair service)
request
[SQ8=2~4] The process of making an after sales service (repair service) request 2 2
(Taking product to service center, shop or the designated place)
[For SQ8=1] Repairmans (technicians) visit and the process of repair

(From adjusting the time of visit to a repair)
[For SQ8=5] Product Pick-up & Delivery (From couriers pick-up to delivery back to
your house after the repair was done)
3 3
[For SQ8=7] Product Delivery & Delivery Back/Pick up (From sending the product
for repair to receiving back/picking up the product after the repair)
[For SQ8=2~4] The process of repair (After acceptance of request to completion of

repair)
The results of repair (Time spent and cost for repair)

4 4
Follow-up service (After service inquiry)
5 5

Part 7. Overall Satisfaction on after sales service (repair service)
Now, I am going to ask about your overall satisfaction on [SQ7 answer] [SQ6-1 answer] after sales service (repair
service) that you recently received. Please answer based on your own after sales service experience, not on the pre-
existing opinion you already had about the products manufacturer.

QH23 Overall, how satisfied were you with the [SQ7 answer] [SQ6-1 answer] after sales service (repair service) that
you recently received? (339) (SA)
Neither satisfied
Very dissatisfied Dissatisfied Satisfied Very satisfied
nor dissatisfied
1 2 3 4 5
[INTERVIEWER: ONLY FOR QH23=1 OR 2, DIFFERENT LIST BY SERVICE TYPE, SHOWCARD]

QH23-1 You mentioned that you were dissatisfied with the [SQ7 answer] [SQ6-1 answer] after sales service (repair
service) that you recently received. Among all stages of the whole process, which stages were most
dissatisfying? (MA) (351-355)
QH23-2 You said [QH23-1 answers] was/were dissatisfying; please tell me the dissatisfying points in detail.
[QH23-1 answers]
QH23-1
QH23-2
(MA)
Stages of after sales service (Repair service) Dissatisfying points
Dissatisfied
Stage (Open end response)
The process before requesting after sales service (repair service)
(Searching information about the cause of breakdown, self-
diagnosis) 1
[For SQ8=1, 5 or 7] The process of making an after sales service

(repair service) request
[For SQ8=2~4] The process of making an after sales service

2
(repair service) request (Taking product to service center, shop
or the designated place)
[For SQ8=1] Repairmans (technicians) visit and the process of

repair
(From adjusting the time of visit to the actual repair)
[For SQ8=5] Product Pick-up & Delivery (From couriers pick-up

to delivery back to your house after the repair was done)
3
[For SQ8=7] Product Delivery & Delivery Back/Pick up (From
sending the product for repair to receiving back/picking up the
product after the repair)
[For SQ8=2~4] The process of repair (After the acceptance of

request to the completion of repair)
The results of repair (Time spent and cost for repair)

4
Follow-up service (After service inquiry)
5

Part 8. Verification Part
[QC2 - QC7 answers should all match the answers from the previous questions. If not, terminate.]
[SHOW BEFORE THE SURVEY]

To ensure that the data we collect is accurate, I will ask you about your previous answers once more.
Please answer accurately, so that your answers match the ones you gave earlier.
[ANSWER SHOULD MATCH TO SQ6-1 ANSWER, SHOWCARD.

IF QUOTA FOR A PRODUCT IS COMPLETED, DO NOT SHOW THE COMPLETED PRODUCTS CODE AT SQ6-1.
DO NOT SHOW THE CODES WITH TERMINATING CONDITION IN SQ6-1]
QC2 For which product did you recently need to receive after sales service? (SA)
(356) Code
TV 1
Washing Machine 2
Refrigerator 3
Air Conditioner 4
Mobile phone 5
A/V product (Audio, DVD Player, Speaker, Sound
6
bar)
Others 7
[PROVIDE THE LIST OF THE PRODUCT ANSWERED IN QC2.

ANSWER SHOULD MATCH WITH SQ7-1 ANSWER. SHOWCARD.
THE SAME ROTATION WITH SQ7-1.
DO NOT SHOW THE CODES WITH TERMINATING CONDITION IN SQ7-1.]
QC3 What was the product type of the [QC2 answer], for which you received after sales service (repair service)?
(357-358) (SA)
[QC2 answer]
TV
PDP TV LCD TV LED TV/ OLED TV Other TV
13 14 15 16
It has a flat display surface It has a flat display surface It has a flat display with LED. Specify:
with the plasma display with TFT (Thin Film It is thin and light.
panel. Transistor).

It is thinner and lighter than

the CRT TV. It is thinner and lighter than
the CRT TV.

Washing Machine
Front loading Top loading
21 22
The inner basket and the outer tub are
mounted horizontally. A perforated basket is mounted vertically.

Theres a propeller-like agitator in the center, at
It loads laundry through the door at the front of the bottom of the machine.
the machine.

The door oftentimes contains a window -- but It has a cover on the top.
not always.


Refrigerator
Side by side Top mount Bottom freezer
31 32 33
Its doors are opened from the middle. Its two doors are placed at the top and Its two doors are placed at the top and
bottom. bottom.
The freezer and the refrigerator are
placed side by side.
The freezer is on top and the refrigerator Refrigerator on top and freezer at the
at the bottom. bottom.
It has 2 or more doors
Air Conditioner (AC)
Window type AC Wall mounted type AC Standing type AC
41 42 43
Air conditioner that is mounted on the Air condition that is mounted on the Air conditioner that is placed upright in a
window frame after opening or wall. room or office.
removing the window.
Usually, it is mounted on the wall It is usually tall and shaped like a tower.
An outdoor unit, which takes the warm horizontally.
air and noise from the air conditioner,
was put together with the air
conditioner
Mobile Phone
Feature phone Smart phone
51 52
Have OS ( operation system) such as
Android and apple IOS etc. and possible to
download application

Mobile phone that focuses on basic
calling & SMS services.
Mobile phone that allows various

activities such as Emailing, SNS, and web-
browsing -- like the iPhone, Galaxy, and
Blackberry.

[ANSWER SHOULD MATCH WITH QH4 ANSWER, SHOWCARD]

QC4 How did you make your recent after sales service request? (SA)
(359) Code
Phone 1
Online (Email, website, SNS, etc.) 2
Visited the service center with the product
without making a reservation in advance 3
[SQ8=2~4 ONLY]
Others 4

[ANSWER SHOULD MATCH WITH SQ8 ANSWER, SHOWCARD

DO NOT SHOW THE CODES WITH TERMINATING CONDITION IN SQ8]
QC5c Did a repairman (technician) visit your house to perform the repair during your recent after sales service? (SA)
(360) Code
Yes, a repairman (technician) visited my house by himself.
1
No, a courier from the service center visited my house to pick up the product and brought it back
after the repair was done. 5
No, I visited the service center myself

2
No, I took the product to the store or dealer shop where the purchase was made.
3
No, I took the product to a designated pick-up location where the products to be repaired are
collected (Not the store or dealer shop where the purchase was made). 4
No, I used a parcel delivery service to ship the product to the service center, the store, the dealer
shop where the purchase was made, or to a designated location where the products to be
repaired are collected. 7
[ANSWER SHOULD MATCH TO QH15-1 ANSWER]

QC6 Did you need to receive your most recent after sales service (Repair service) due to the reoccurrence of a
defect? (SA)
(361) Code
Yes 1
No 5
[ANSWER SHOULD MATCH TO QH16 ANSWER]

QC7 Did you pay for the repair? (SA)
(362) Code
Yes (Paid) 1
No (Did not pay) 5

Part 9. Phone number collection
[ONLY FOR SQ7=18 & 28, RESPONDENTS WHO ANSWERED LG & SAMSUNG]
P0 Please answer the type of an after sales service (repair service) center you received after sales service (repair
service) most recently. (SA)
(363) Code
Small scale after sales service (repair service) center not officially licensed
1 (TERMINATE)
Authorized brand after sales service (repair service) center
5
[ONLY FOR SQ7=18 & 28, RESPONDENTS WHO ANSWERED LG & SAMSUNG]
P1 Please write down the last 3~5 digits of the phone number you registered with when you made a request for an
after sales service (AS center, call center, etc.), so that we may review your after sales service case. If you don't
exactly recall the number you registered with, please fill in all the numbers you have available below (the last
3~5 digits of your cell phone number, home phone number, family members or friends phone number, etc.).
Your phone number will only be used for verification purposes, and will be discarded as soon as the verification
is completed.
Your cell phone number (364-374)
Family members or friends phone number (375-385)
Home phone number (386-396)
*** Thank you ***

PRJ 2016 As CSI - (Hindi) Questionnaire - 15092016

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Project 2016 AS CSI Questionnaire (Hindi)

zTRACK CODE MONTH / WEEK

ON LINE RECORD NO.

Name of Supervisor Sup No. [50-56]

Date of interview Start time End time [57-70]

Column coding done by Meena Rane on 7th Sept 2016 Page 1 of 32

2016 Global AS CSI

SQb Country Code

BQ1 Gender (SA)

[INTERVIEWER: If the mobile quota is zero, terminate 2. 16-18]

__________________ Yrs. (204-205)

SQ2 [INTERVIEWER: Only for online survey]

Column coding done by Meena Rane on 7th Sept 2016 Page 2 of 32

INTERVIEWER: IF 4 OR MORE AMONG CODES 1 - 6 ANSWERED TERMINATE.

Column coding done by Meena Rane on 7th Sept 2016 Page 3 of 32

INTERVIEWER: SHOW THE ANSWERS AT SQ6 ONLY.

INTERVIEWER: SHOWCARD, PROVIDE THE LIST ACCORDING TO THE ANSWER IN SQ6-1.]

Column coding done by Meena Rane on 7th Sept 2016 Page 4 of 32

the bottom. bottom.

Air Conditioner (AC) -

Column coding done by Meena Rane on 7th Sept 2016 Page 5 of 32

ONLY FOR SQ7 (MOBILE PHONE BRAND)=18. LG & SQ7-1=52

[INTERVIEWER: SQ6-1=1~3, 5 Terminate] [For Air Condition only]

[INTERVIEWER: SQ6-1=1~4 Terminate] [For Mobile only]

[INTERVIEWER: SQ6-1=1~4 Terminate] [For Mobile only]

[INTERVIEWER: SQ6-1=1~4 Terminate] [For Mobile only]

[INTERVIEWER: SQ6-1=1~4 Terminate] [For Mobile only]

* AS service type differs depending on the country and product

O: allowed service type, X: Not allowed service type

TV Washing Refrigerator Air Mobile phone A/V

Column coding done by Meena Rane on 7th Sept 2016 Page 6 of 32

[ASK ONLY FOR SQ8=2]

Column coding done by Meena Rane on 7th Sept 2016 Page 7 of 32

[INSERT THE INSTRUCTION BELOW BEFORE QH0 FOLLOWING EACH CRITERION.]

1. Before requesting an after sales service (repair service)

2. Making an after sales service (repair service) request

3. Repairmans (technicians) visit and the process of repair

4. The results of repair

1. Before requesting an after sales service (repair service)

2. Making an after sales service (repair service) request

3. Pick up & Delivery

4. The results of repair

1. Before requesting an after sales service (repair service)

2. Making an after sales service (repair service) request

3. Delivery & Pick-up by parcel delivery service

Column coding done by Meena Rane on 7th Sept 2016 Page 8 of 32

4 The results of repair

1. Before requesting an after sales service (repair service)

2. Making an after sales service (repair service) request

3. The process of repair

4. The results of repair

Part 1. Before requesting after sales service (repair service)

[INTERIVEWER: ASK ALL, SHOWCARD]

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[INTERIVEWER: ONLY FOR QH0=2, SHOWCARD]

[INTERIVEWER: ONLY FOR QH0=2, SHOWCARD]

[INTERIVEWER: ONLY FOR QH0=2 & QH0-1=1, SHOWCARD]

[INTERIVEWER: ONLY FOR QH0=2 & QH0-1=1, SHOWCARD]

I was neither satisfied

Column coding done by Meena Rane on 7th Sept 2016 Page 10 of 32

[INTERVIEWER: ONLY FOR QH0=2 & QH0-1=2 OR 3, SHOWCARD]

[INTERVIEWER: ONLY FOR QH0=2 & QH0-1=2 OR 3]

[INTERIVEWER: ASK ALL, SHOWCARD]