BUSINESS RESEARCH ASSIGNMENT

SUBMITTED BY:
SANCHI RAJPUT, ROLL NO - 20181229
BACHELOR OF MANAGEMENT STUDIES, 2nd YEAR

Answer 1-
MAIL QUESTIONNAIRE to be sent to customer’s by PRESTIGE CONSULTANCY
SERVICES to analyze customers’ rating and impression of services and personnel provided.

CUSTOMER REVIEW QUESTIONNAIRE

PRESTIGE CONSULTANCY SERVICES

In order to better meet your investment needs and to enhance the quality and effectiveness of
our products and services, we have integrated the use of a survey into our practice. This brief
survey allows us to gain insight into the strengths of our practice, as well as to pinpoint areas
for improvement. Our goal is to continue to offer you the best possible product selection and
the highest levels of customer service. As our valued client, we sincerely appreciate you
taking a few minutes to complete this survey.

(We need to know your satisfaction level. Give ranks from 1 to 5;

1 - Fully satisfied
2 – Little satisfied
3 – Neutral
4 – Little dissatisfied
5 - Fully dissatisfied)

Overall Satisfaction

1. How would you rate the following aspects of our practice?

a. Ability to meet your financial needs and objectives _____

b. Quality of our investment products and services _____
 c. Level of our customer service _____
d. Ability to communicate clearly and effectively _____
e. Professionalism of our staff members _____

Financial Needs

2. How would you rate our effectiveness in meeting your financial needs and goals?

a. Taking the time to understand your financial needs ____

b. Evaluating your risk tolerance, investment time horizon and other investment
concerns ____
c. Working with you to set appropriate financial goals ____
d. Providing you with products and services that meet your needs and can help you
achieve your goals____

Investments
3. How would you rate your satisfaction with the investments recommended by our
practice?

a. Performance of your investments ____

b. Level of risk associated with your investments ____
c. Understanding of the investments you own ____
d. Effectiveness of the features or benefits offered in your investment ____

Communications
4. How do you rate our ability to communicate with you?

a. Keeping you informed on the progress of your investment portfolio ____

b. Communicating complex investment ideas and other financial information in a clear
and effective manner _____
c. Keeping you up to date on how market conditions and trends affect your investment
portfolio _____
d. Providing you with education that can help you invest better____
Staff

5. How would you rate the quality of service of our staff?

a. General courtesy of staff members ____

b. General staff knowledge ____
c. Proper phone etiquette ____
d. Promptness in dealing with any issues ____
e. Ability to handle questions or requests ____

Closing Comments

6. Based on our performance, how likely is it that you will refer our practice to family
and friends?
___________________________(Choose from following options and write)

a. Certain
b. Very likely
c. Somewhat likely
d. Unlikely
e. Will not refer

7. We would appreciate any additional suggestions regarding how we could improve

our products and services. Thank you again for your time!
Answer 2-
QUESTIONNAIRE for PARENTS’ PRIDE SCHOOL to be filled by parents of nursery
school children.

PARENT QUESTIONNAIRE FOR PRESCHOOL

Parents’ Pride Pre Nursery School

Dear Parents, Please fill out this questionnaire to help us provide your child with a
smooth transition and a successful child care experience. Thank you!

1. What was your level of satisfaction with our program so far this year?

a. Very Satisfied b. Satisfied

c. Dissatisfied d. Very Dissatisfied

2. What was your child's level of satisfaction with our education program this year?

a. Very Satisfied b. Satisfied

c. Dissatisfied d. Very Dissatisfied

3. I feel that my child has made progress during the preschool year in the following
areas: (please check all that apply)

a. Language (understanding and using oral speech)

b. Social (getting along with other children and adults)
c. Self-care (taking care of his/her own needs, such as feeding, toileting, etc)
d. Motor (moving large muscles and using small muscles of the hands)
e. Pre-academic (recognizing colors, printed name, letters of the alphabet, etc)
f. Positive problem solving skills

4. Did you attend a parent/teacher conference this year?

 a. Yes b. No

5. Did you find the parent/teacher conference informative and useful?

a. Yes b. No
c. Somewhat

6. What was your level of satisfaction with the communication between school and
home?

a. Very Satisfied b. Satisfied

c. Dissatisfied d. Very Dissatisfied

7. What was your level of satisfaction with cleanliness and hygiene maintenance at
school?

a. Very Satisfied b. Satisfied

c. Dissatisfied d. Very Dissatisfied

8. What was your level of satisfaction with school infrastructure?

a. Very Satisfied b. Satisfied

c. Dissatisfied d. Very Dissatisfied

9. What was your level of satisfaction with our transportation services this year?

a. Very Satisfied b. Satisfied

c. Dissatisfied d. Very Dissatisfied

10. What was your level of satisfaction with the teaching of our faculty?

a. Very Satisfied b. Satisfied

c. Dissatisfied d. Very Dissatisfied
11. What was your level of satisfaction with the teachers’ attitude towards your child?

a. Very Satisfied b. Satisfied

c. Dissatisfied d. Very Dissatisfied

12. What do you think about expenses (tuition fees & other expenses) charged
annually?

a. Over charged b. Reasonably charged

13. What do you think about meals provided to students in school?

a. Very Satisfied b. Satisfied

c. Dissatisfied d. Very Dissatisfied

14. Are there any specific areas in which you feel we need to improve?
__________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________
_____________________________________________

15. Based on our performance, how likely is it that you will refer our practice to family
and friends?

a. Certain b. Very likely

c. Somewhat likely d. Very unlikely
e. Will not recommend

16. Any additional information you would like for us to know.

__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________

Yes, Design would have changed if it were a schedule instead of a questionnaire,

as questionnaire refers to a technique of data collection which consists of a series
of written questions along with alternative answers;
Whereas a schedule is a formalized set of questions, statements and spaces for
answers, provided to the enumerators who ask questions to the respondents and
note down the answers.
In questionnaire, success relies on quality of the questionnaire whereas in
schedule, success relies on honesty and competence of the enumerator.
The risk of collection of inaccurate and incomplete information is high in the
questionnaire, as it might happen that people may not be able to understand the
question correctly. On the contrary, schedule faces the risk of biases and
cheating of the interviewer.
In this case,
If schedule were to be designed; instead of standard questions and options in
questionnaire, it would have constituted more subjective questions as collecting
and interpreting answers subjectively would have been possible.
Answer 3-
CUSTOMER FEEDBACK FOR RAINBOW SEVEN- MINERAL WATER
COMPANY.
A questionnaire is a research instrument consisting of a series of questions and
other prompts for the purpose of gathering information from respondents.

APPROACH 1- UNSTRUCTURED AND CONCEALED

QUESTIONNAIRE:
Unstructured Questionnaires are usually formulated around open questions.
Open questions may give more valid data, as respondents can say what is
important to them and express it in their own words.
They produce qualitative data. Open questions also mean recording more data as
the respondents can point out what is important for them, in their own words and
methods.
In case of RAINBOW SEVEN, unstructured and concealed questionnaire
presents relatively flexible questions in front of the respondent.
Following info is received from the respondents:

 Demographic info of respondents.

 Customers’ views and thoughts regarding necessity of the product.
 Customers’ choices.
 Customers’ view point regarding product, pricing, placing and
promotions.
 Product usage pattern
These questions allow the respondents to express their views in a free-flowing
manner.
By using such questions, the respondents do not have to follow the criteria for
answering questions and he/she can truly express their beliefs and suggestions
regarding RAINBOW SEVEN water bottles.
UNSTRUCTURED AND CONCEALED QUESTIONNAIRE for
RAINBOW SEVEN’S (mineral water brand) customers’ feedback.

CUSTOMERS FEEDBACK QUESTIONNAIRES

RAINBOW SEVEN

Dear Sir/Madam, I kindly request you to furnish details for further study purpose.
The information provided will be maintained strictly confidential & used only for
our study purpose.
(Please provide following information)

Respondent’s Details:
a) Age
b) Gender
c) Occupation
d) Monthly Income

1. Do you believe that drinking packaged drinking water is important for health?
Why?
_____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________
_________________________________________________________

2. What do you think about price charged for packaged drinking water?
_____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________
_________________________________________________________

3. Do you buy packaged drinking water? If yes, please continue responding; if no,
thank you for responding.
_____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________
 _____________________________________________________________________

4. Do you prefer any particular brand for purchase?

_____________________________________________________________________
_______________________________________________________________

5. Which other brands do you know apart from RAINBOW SEVEN water?
_____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________
_________________________________________________________

6. Have you purchased RAINBOW SEVEN water bottle? If yes, continue

responding; if no, skip to question 14.
_____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________
_________________________________________________________

7. Where do you purchase RAINBOW SEVEN water bottle from?

_____________________________________________________________________
_____________________________________________________________________

8. What are various places for purchasing RAINBOW SEVEN water bottle near
you?
_____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________

9. What made you to purchase RAINBOW SEVEN water bottle?

_____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________
_________________________________________________________
10.What do you think about Quality of water provided by RAINBOW SEVEN?
_____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________
_________________________________________________________

11.Is Taste of RAINBOW SEVEN water better than other water brands?
_____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________

12.Which media do you think is best for promotion of RAINBOW SEVEN?

_____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________
_________________________________________________________

13.Are you satisfied with RAINBOW SEVEN? If Yes please ignore Q.No 18
_____________________________________________________________________
_____________________________________________________________________
___________

14.Why you are not satisfied with RAINBOW SEVEN?

_____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________
_________________________________________________________

15. In which factor RAINBOW SEVEN should improve?

_____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________
_________________________________________________________
 APPROACH 2- FORMALIZED AND UNCONCEALED
QUESTIONNAIRE:

Formalized and unconcealed questionnaire is the one with self explanatory

questions and responses. Also, it has predefined response category. The user is
restricted to answer their opinions through the options that are set by the
surveyor. Hence, these are also called as close-ended questions. These are
usually used to find an opinion about known questions and answers. They are
usually used to track the status and the improvements of organizations and
companies. It comes under quantitative research.
In case of RAINBOW SEVEN, formalized unconcealed questionnaire presents
definite and concrete questions in front of respondent.
Questions are prepared well in advance so as to ask questions and receive info
from the respondents regarding:

 Demographic info about the consumers of RAINBOW SEVEN water

brand.

 Socio economic data about consumers.

 Usage profile.

 Preferences of customers regarding product, pricing, etc.

 Consumers’ perceptions regarding RAINBOW SEVEN water brand.

 Consumers’ perceptions regarding product relatively to the competitors.

FORMALIZED AND UNCONCEALED QUESTIONNAIRE for RAINBOW SEVEN’S
(mineral water brand) customer feedback.

CUSTOMERS FEEDBACK QUESTIONNAIRES

RAINBOW SEVEN

Dear Sir/Madam, I kindly request you to furnish details for further study
purpose. The information provided will be maintained strictly confidential & used
only for our study purpose.
(Please √ your option)

1.1 Gender : Male / Female

1.2 Age : 25 and Below / 26 – 35 / 36 – 45 / 46 – 55 / above 55

1.3 Marital Status : Unmarried / Married

1.4 Family System : Nuclear family / Joint family

1.5 Family Size : Small (Below 3) / Medium (3 –5) / Large (Above 5)

1.6 Level of Education : Illiterate / Elementary (Up to V) / High School (Up to

X/
Higher Secondary (Up to +2) / Undergraduate / Post
Graduate / Professional Degree / Others.

1.7 Occupation : Government employee / Entrepreneur / Agriculture /

Professional / Self-employed / Private employee.

1.8 Monthly Income :10000 and Below / `10001 – `15000 / 15001 – `20000/
Above `20000.
2. Usage Profile of the Respondents of Packaged Drinking Water (Please √
your option)

2.1. When feeling thirsty, you opt for?

a) Mineral water  b) Soft drink

2.2 Have you analyzed your drinking water quality in a laboratory?

a) yes
b) no, I don't need it because I'm satisfied with the quality of my drinking water
c) no, I didn’t think about it

2.3 Do you think mineral water is more hygienic than normal water?
a) Yes  b)No

2.4. How many brands of mineral water are you aware of?
a) 0-2  b) 3-5
c) 6-10 d) 10 and above

2.5. Under what circumstances you opt for mineral water?

a)While traveling 
b)During parties, meeting, seminars
c)When drinking water is not available
d)During illness
e)Others

2.6. Which size of bottle do you prefer?

a) 500 ml  b) 1 liter
 c) 5 liter  d) 20 liter
2.7. Do you think the price that companies are charging for bottled mineral water, is
worth the product?
a) Yes  b) No 

2.8. Have you purchased RAINBOW SEVEN water bottle?

a. Yes
b. No
If yes, please answer next question. If no, go to Q.No. 2.16

2.9. When do you use RAINBOW SEVEN water?

a) Always b) Frequently
c) Occasionally d) Uncertainly

2.10. How did you come to know about the RAINBOW SEVEN water?
a) Advertisement b) Shopkeeper
c) Neighbors d) Doctors
e) Friends and relatives f) Salesman

2.11. Reason for using RAINBOW SEVEN water?

a) Taste b) Easy availability
c) Reasonable price d) Convenient package
e) Brand loyalty f) Safe for health
g) Better quality

2.12. Frequency of purchase (per month)?

a) Below 10 times b) 10 to 15 times
c) 16 to 20 times d) More than 20 times

2.13. Amount spent for purchase of RAINBOW SEVEN water in a month (in Rs.)?
a) Less than `300 b) `300 to `500
 c) `500 to `700 d) Above `700

2.14. How did you find the taste of RAINBOW SEVEN water compared to others?
a) Excellent b) Good
c) Fair d) Poor

2.15. Which media do you think is best for promotion?

a) TV ads b) Sales promotion
c) Word of mouth d) Print media
e) Other

2.16. In which factor RAINBOW SEVEN should improve?

a) Design of the bottles
b) Quality of the water
c) Promotional activities
d) Availability
e) Other (please specify)

_________________________________________________________________
___
_________________________________________________________________
___
_________________________________________________________________
___
Answer 4 –
a.Questionnaire for JET AIRWAYS’ customers’ feedbacks using SEVEN ITEM
LIKERT.

CUSTOMER FEEDBACK QUESTIONNAIRE

JET AIRWAYS

Dear Sir / Madam,

By filling out this 5-10 minute survey, you will help us obtain the very best
results.
Thank You!

1. Gender:

o Male
o Female

2. Age group:

o < 20
o 21-30
o 31-40
o 41-50
o 51-60
o 60+

3. Which of the following describes you best?

o Student
o Employed
 o Self employed
o Retired
o Not Employed

4. How often do you fly?

o Once a week or more

o 2-3 times a month
o Once a month
o A few times a year
o Once a year or less
o Never

5. Please state your agreement with the reason you pick JET AIRWAYS:

STRONGLY AGREE SOMEWHAT NEUTRAL SOMEWHAT DISAGREE STRONGLY

AGREE AGREE DISAGREE DISAGREE
REASONS

The
departure
and arrival
time was
favorable

The
connections
were
favorable

I have a
frequent
flier account
with this
airline

Airfare was
better

I like the
service
offered on
this airline

6. Please state your agreement with your satisfaction level with JET AIRWAYS:

STRONGLY AGREE SOMEWHAT NEUTRAL SOMEWHAT DISAGREE STRONGLY

PARAMETERS AGREE AGREE DISAGREE DISAGREE

The check-in
staff was helpful
and friendly
Baggage
handling was
convenient
Self-check in
counters were
convenient
Courtesy of flight
crew was
satisfactory
Pilots’
communication
with passengers
was satisfactory
Quality of food
and drinks was
satisfactory
Food and drink
options were
satisfactory
Space for
luggage was
satisfactory
Cleanliness on
the plane was
satisfactory
Seat width and
seat pitch was
satisfactory
 7. Please tell us what can we do to improve:
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
Answer 4- b. Questionnaire for JET AIRWAYS’ customers’ feedbacks using SEMANTIC
DIFFERENTIAL SCALE.

CUSTOMER FEEDBACK QUESTIONNAIRE

JET AIRWAYS

Dear Sir / Madam,

By filling out this 5-10 minute survey, you will help us obtain the very best
results.
Thank You!

1. Gender:

o Male Female

2. Age group:

o < 20 21-30
o 31-40 41-50
o 51-60 60+

3. Which of the following describes you best?

o Student Employed
o Self employed Retired
o Not Employed
4. How often do you fly?

o Once a week or more 2-3 times a month

o Once a month A few times a year
o Once a year or less Never

5. Tell us how important of the following was in making your decision to use our
airline:

Mark check in the boxes.

1. - Very important
2. - Important
3. - Neutral
4. - Unimportant
5. - Not at all important

REASON 1 2 3 4 5
Departure and / or arrival time was
more convenient
Air fare was better

In-flight services are better (meals,

movies, flight attendants, etc.)
Ground services are better (ticketing,
baggage handling, check-in, etc.)
Aircraft preference

6. Please rate the in-flight service on JET AIRWAYS:

1 - Excellent
2 - Good
3 - Poor
4 - Bad
5 - N/A

SERVICE 1 2 3 4 5
Availability of
flight attendants
Courtesy of flight
crews
Pilot's
communication
 with passengers
Quality of food
and drinks
Overall service
level

7. Please rate the aircraft flown at JET AIRWAYS:

1 - Excellent
2 - Good
3 - Poor
4 - Bad
5 - N/A

SERVICE 1 2 3 4 5
Space for
luggage storage
Comfort of
seating
Seating
arrangement of
aircraft
Cleanliness of
aircraft

8. Please tell us what can we do to improve:

__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
______________________________________________________