A Study of Customer behavior and Loyalty on Procter &

Gamble (P&G) in the Indian region.

DISCLAIMER: This survey is conducted to produce a dissertation within the MSc Program Strategic
Business Management of the University of Law (ULAW) Business School. Results only will be presented
in an anonymous format and won't be accessible to the public.

Research Aim : We are conducting research for the customer loyalty of P & G Products based in India in
order to find out that how can we improve it to build a long-lasting relationship.Here is our full text of the
customer loyalty survey design.

Research participation: You have been asked because you are a customer of FMCG goods and might be
able to give a deeper insight of a customers mindset towards certain situations. You can withdraw from
the Research any given time you want as it is volunt

Payment: Participation of this research study is voluntarily, therefore, there are no incentives or payment
given after participation.

Confidentiality : The questionnaire is anonymous and any information provided is confidential. Your
answers will only be shared with the academic staff assessing this research. No information that could
lead to the identification of any individual will be disclosed in any reports on the study, or to any other
party. No identifiable personal data will be published. The identifiable data will not be shared with any
other organisation.

Data collected will be stored in accordance with The University of Law’s regulations for the time
between the questionnaire being completed and September 2018 after which it will be destroyed.

Before beginning please indicate your consent that:

1. You have read the above information
2. You voluntarily agree to participate
3. You are at least 18 years of age

* Required

1. I agree to the following terms and conditions and I am giving my consent to participate in the ULAW
Research Study. *
Check all that apply.

Yes, I agree.

PART –A(Personal Information)

2. Gender *
Mark only one oval.

Male
Female

Other:

3. Place of Living
 4. Age group *
Mark only one oval.

Below 20
20 - 30
30 - 40
40 & above

Other:

5. Qualification *
Mark only one oval.

SSC
HSC
Graduate
Post graduate

Other:

6. Annual Income
Mark only one oval.

50,000 - 1 Lac
1 Lac - 4 Lac
4 Lac - 8 Lac
8 Lac & above

PART – B(Product Details)

7. Do you use P & G Products? *
Mark only one oval.

Yes
No

8. Which brands of P & G Product do you use? *

Mark only one oval.

Baby, Feminine (Pampers, Whisper)

Beauty ( Olay, Head & shoulders, Pantene)
Fabric & Home Care (AmbiPur, Tide, Ariel)
Health & Grooming (Vicks, Gillette ,Oral B)

9. Are you aware of P & G Product? *

Mark only one oval.

Yes
No
10. If yes, how did you come to know about P & G Product? *
Mark only one oval.

Advertisement
Dealers
Media
Friends and Relatives

Other:

11. If Advertisement, by which media ? *

Mark only one oval.

TV
Newspaper
Magazines

Other:

12. What are the attributes do you consider while purchasing P & G Product? *
Mark only one oval.

New in Market
Brand image
Price
Quality

Other:

13. What is your opinion about P&G product ? *

Mark only one oval.

Excellent
Very Good
Good
Poor

14. Have you seen the ad of P & G Product? *

Mark only one oval.

Yes
No

15. If yes, what is your opinion about ad of P & G Product? *

Mark only one oval.

Informative
Persuasive
Attractive
No Impact
16. What is your opinion about pricing of P & G Product? *
Mark only one oval.

Cheap
Reasonable
Costly
Very Costly

17. If your P & G Product is not available in the market which you prefer for? *
Mark only one oval.

Hindustan Unilever Limited

ITC
Patanjali
Godrej Group

Other:

18. Reason for choosing other brand? *

Mark only one oval.

Offers
Price
Brand image

Other:

19. Any comments on P & G Product

 

20. Any Suggestions on P & G Product

 

PART - C(Customer Loyalty)

21. How often do you shop on P & G Products? *
Mark only one oval.

Once a week
Once a month
Once in a few months
Once a year
Situational

22. The reasons why you choose a P & G Products are? *

Mark only one oval.

Low Price
Convenient and fast usage
Provide good services
The quality of the products

Other:

23. When you are shopping P & G Products, which elements you are worrying about? *
Mark only one oval.

Reliability of the information

Convenient operations
Quality of the service provided
Quality of the products

Other:

24. What drives you to come back to shop again P & G Products? *
Mark only one oval.

Good quality of products

Good pre-sales and after-sales services
Impeccable database of all customers

Other:

25. What kinds of shortcomings does P & G Products?

Mark only one oval.

High prices
Not convenient to use
Bad services
Lack of individuation

Other:
26. On the whole, the satisfaction of your consumption on P & G Products is? *
Mark only one oval.

Very satisfied
Satisfied
Average
Not too satisfied
Completely dissatisfied

27. Are you willing to come back to shop P & G Products since P & G offer a good service? *
Mark only one oval.

Absolutely
Yes
Maybe
Not sure
No

28. Do you think the recommendation of P & G Products is very helpful? *

Mark only one oval.

Definitely
Yes
Maybe
No
Completely disagree

29. Do you think our distribution is faster than the other retailers? *
Mark only one oval.

Definitely
Yes
Maybe
No
Completely Disagree

30. Do you think the customer services are very friendly?

Mark only one oval.

Very Much
Yes
Not Much
Very poor
31. Do you think the description of our products is reliable? *
Mark only one oval.

Definitely
Agree
Maybe
No
Completely disagree

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