QUESTIONNAIRE

Dear Respondent,
Please fill the questionnaire given below fairly enough so that it can really help
in academic research on CRM (Customer Relationship Management). You are kindly
requested to express your free and frank opinion with regard to the worthiness of each statement.
It would be very kind of you to spare your precious time for the same. Please try to answer all
the questions in the survey. I assure you that the responses will be used only in aggregate, wholly
and solely for the purpose of research and will be kept strictly confidential. These statements are
to be measured in Four point scale ranging from “ Highly Satisfied “ to “ Highly dissatisfied “
which is as under Various rating has been marked from 5 to 1 for questions to conclude facts:-

Rating-5 highly satisfied

Rating-4 Satisfied
Rating-3 Neutral
Rating-2 dissatisfied
Rating-1 highly dissatisfied

SECTION A

 Name(optional) : ________________ ________________ ________________

First Name Middle Name Last Name

 Age Group : Less than 20 yr 20 - 30 yr 30 - 40 yr

40 - 50 yr More than 50 yr
 Gender : Male  Female 
 Annual Family
Income : < 1Lac 1-3 Lac 3 Lac & Above
 Occupation : Business/Service  Housewife  Student 

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 SECTION B (Retail Outlets) please tick ‘√’one option

 I normally to prefer to purchase my groceries from_______ Wholesaler Super market/ Nearby

(tick the one which type is frequently operated) Shopping Mall Kirana
Stores
 I am aware of the value added services like rebates, discounts, gift cards mobile payment,
SMS alerts, direct mailers, pamphlets etc. offered by retailer. Yes No

1 PHYSICAL APPEARANCE
 Outlet has modern-looking equipment and fixtures/racks 5 4 3 2 1
 Outlet and its physical facilities are clean, convenient and visually attractive. 5 4 3 2 1
 Employees are always well dressed5 5 4 3 2 1
 Physical facility are matching with the products/ services offered by the store. 5 4 3 2 1
2 RESPONSIVENESS
 Product return and exchange is easy for me. 5 4 3 2 1
 The customers are sincerely entertained by the retailer. 5 4 3 2 1
 My complaints are easily and immediately handled. 5 4 3 2 1
 Employees in the outlet have the knowledge to answer customer’s questions 5 4 3 2 1
 The outlet has convenient opening and closing time. 5 4 3 2 1
3 SERVICE ORIENTATION
 Retail operator give follow up to customer requests well in time. 5 4 3 2 1
 The employees are always willing to help me. 5 4 3 2 1
 Retailer is consistent in providing service. 5 4 3 2 1
4 CONVENIENCE
 The layout of the outlet makes it easier for customers to find what they need. 5 4 3 2 1
 The layout of the outlet makes it easier for customers to move around in the 5 4 3 2 1
outlet.
 The retail outlet to which I prefer to purchase frequently is conveniently located 5
4 3 2 1
from my work/residential place.
 The outlet provides plenty of convenient parking for customers. 5 4 3 2 1
5 RELIABILITY
 I feel safe in dealing with this outlet. 5 4 3 2 1
 I am assured about the services provided by the retailer. 5 4 3 2 1
 The Outlet insists on error-free sales transactions and records. 5 4 3 2 1
 I am assured about the quality of products sold by the outlet. 5 4 3 2 1
6 PERSONAL ATTENTION
 An employee in the outlet is never too busy to respond to customers’ requests. 5 4 3 2 1
 The outlet gives customers individual attention. 5 4 3 2 1
 Employees in the outlets are consistently courteous with customers. 5 4 3 2 1
 Customers are free to take their own time in selecting the products according to 5 4 3 2 1
their needs.
7 PRODUCT
 I am satisfied with product variety offered by retailer. 5 4 3 2 1

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  The outlet offers high quality merchandise. 5 4 3 2 1

 The outlet has product/brand which is demanded by me. 5 4 3 2 1

 Proper information about usage and benefits of the product are communicated 5 4 3 2 1
to me.
8 PROMOTION
 I am easily benefited with promotional offers provided by the retailer. 5 4 3 2 1
 The promotional offers from the retailer provide a good value for money. 5 4 3 2 1
 I am informed about latest and forthcoming offers about the grocery items. 5 4 3 2 1
9 TRUSTWORTHINESS
 The retailer is reliable because it is mainly concerned with the consumer’s 5 4 3 2 1
interest.
 The billing system of this operator is trustworthy. 5 4 3 2 1
 The store has accuracy in performing financial transactions. 5 4 3 2 1
10 PRICE
 The retailers have sound and attractive pricing policies for their offerings. 5 4 3 2 1
 I am satisfied with retailer’s flexible pricing for various products or services 5 4 3 2 1
that meet my needs.
 The retailer took effective ways to help us know its pricing policies of products 5 4 3 2 1
and services.
11 SATISFACTION
 I am satisfied with the overall service quality offered by the retailer. 5 4 3 2 1
 I am satisfied with the overall product range offered by the retailer. 5 4 3 2 1
 I am satisfied with the performance of the employees. 5 4 3 2 1
12 CUSTOMER LOYALTY
 ICintend to continue using services from this retail outlet for a long time. 5 4 3 2 1
 I am willing to say positive things about this retail outlet to other people. 5 4 3 2 1
 I recommend to my friends and colleagues to visit & purchase through the same 5 4 3 2 1
retail outlet as I do.
13 CRM PRACTICES
 I feel CRM strategies is mainly concerned with the consumers interests. 5 4 3 2 1
 I feel secured & satisfied with CRM strategies of the retail outlet. 5 4 3 2 1
 Business is better with CRM rather than without. 5 4 3 2 1
 I think time has come to make use of CRM extensively in retail. 5 4 3 2 1
 CRM leads to improve the customer base and store loyalty in retail. 5 4 3 2 1

Any suggestions for improving the retail services :

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 SECTION C (BANK) please tick ‘√’one option

 In which Bank category do you have an account? Private Foreign Public Co-operative
(tick the one which type is frequently operated)
 I am aware of the value added services like telebanking, mobile banking, SMS alerts, Yes No
ATMs etc. offered by Bank.
1 PHYSICAL APPEARANCE
 Bank has modern and updated infrastructure. 5 4 3 2 1
 Bank premises are clean, and visually attractive. 5 4 3 2 1
 Employees are always well dressed. 5 4 3 2 1
 Physical facilities are matching with the services offered by the Bank. 5 4 3 2 1
2 RESPONSIVENESS
 The customers are sincerely entertained by the bank employees. 5 4 3 2 1
 My complaints are easily and immediately handled. 5 4 3 2 1
 The executives in the bank have the knowledge to answer customer’s 5 4 3 2 1
questions.
 The Bank has convenient opening and closing time. 5 4 3 2 1
3 SERVICE ORIENTATION
 Bank operator gives follow up to customer requests well in time. 5 4 3 2 1
 The employees are always willing to help me. 5 4 3 2 1
 Bank operator is consistent in providing services. 5 4 3 2 1
4 CONVENIENCE
 Clear departmentation is done to understand customer needs. 5 4 3 2 1
 The layout of the bank is such that it makes it easy for customers to move 5 4 3 2 1
around.
 The bank in which I prefer to visit frequently is conveniently located from my 5 4 3 2 1
work/residential place.
 The ATMs are conveniently located in various areas. 5 4 3 2 1
 The bank provides plenty of convenient parking for customers. 5 4 3 2 1
5 RELIABILITY
 I feel financially safe in dealing with this bank. 5 4 3 2 1
 I am assured about the services provided by the Bank. 5 4 3 2 1
 The Bank insists on error-free transactions and records. 5 4 3 2 1
 I am assured about the facilities and services provided by this bank. 5 4 3 2 1
6 PERSONAL ATTENTION
 The bank executives are never too busy to respond to customers’ requests. 5 4 3 2 1
 The bank employees give customers individual attention. 5 4 3 2 1
 Employees in the bank are consistently courteous with customers. 5 4 3 2 1
 Customers are free to take their own time in decision making related to their 5 4 3 2 1
financial transactions.
7 PRODUCT
 I am satisfied with the variety of services offered by this bank.. 5 4 3 2 1
 The bank offers prompt services for their facilities. 5 4 3 2 1
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  Proper information about usage and benefits of the product/services are 5 4 3 2 1
communicated to me.
8 PROMOTION
 I am easily benefited with promotional offers provided by the bank. 5 4 3 2 1
 The promotional offers from the Bank provide a good value for money. 5 4 3 2 1
 I am informed about latest and forthcoming schemes offered by this bank. 5 4 3 2 1
9 TRUSTWORTHINESS
 The Bank is reliable because it is mainly concerned with the investor’s interest. 5 4 3 2 1
 The cash transaction system of the bank is trustworthy. 5 4 3 2 1
 The Bank has accuracy in performing financial transactions. 5 4 3 2 1
10 PRICE
 The Bank has sound and attractive return policies for investors. 5 4 3 2 1
 I am satisfied with Bank’s flexible rate of return for various products or 5 4 3 2 1
services that meet my needs.
11 SATISFACTION
 I am satisfied with the overall services offered by the Bank. 5 4 3 2 1
 I am satisfied with the overall product range offered by the Bank. 5 4 3 2 1
 I am satisfied with the performance of the employees. 5 4 3 2 1
12 CUSTOMER LOYALTY
 I intend to continue using services from this Bank for a long time. 5 4 3 2 1
 I am willing to say positive things about this Bank to other people. 5 4 3 2 1
 I recommend to my friends and colleagues to open their account in the same 5 4 3 2 1
Bank as I have.
13 CRM PRACTICES
 I feel CRM strategies is mainly concerned with the consumers interests. 5 4 3 2 1
 I feel secured & satisfied with CRM strategies of the Bank. 5 4 3 2 1
 Performance of financial transactions is better with CRM rather than without. 5 4 3 2 1
 I think time has come to make use of CRM extensively in Bank to improve its 5 4 3 2 1
performance
 CRM leads to improve the customer base and satisfaction among the investors. 5 4 3 2 1

Any suggestions for improving the Bank services :

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******** THANK YOU ********