A STUDY ON CUSTOMER SATISFACTION IN TECHKNIT INTERNATIONAL, TIRUPUR.

1. Name of the respondent: 2. How did you come to know about the company? a. advt. a. Low price c. Discount (a) Less than 1 yr b. Internet C. Friends D. Other companies 3. Why do you purchase from the company? b. Quality d. Accessibility (b) Less than 3 yr

4. For how long have you been purchasing from the company? (c) 3-5yrs (d) Above 5yrs 5. Responses to your enquiries (a) Highly satisfied (d) Dissatisfied (b) Satisfied (c) Neutral (e) Highly dissatisfied.

6. Transport & Delivery arrangement: (a) Highly satisfied (d) Dissatisfied (b) Satisfied (c) Neutral (e) highly dissatisfied.

7. Response to your delivery & schedule: (a) Highly satisfied (d) Dissatisfied 8. Mode of purchase? (a) 100% advance (b) Partial advance (c) Payment against delivery (d) Documents through bank (e) Open credit 9. What is your opinion about the price of TechKnit International? (a) Very high (b) High (c) Normal (d) Low (e) Very low 10. Discount availed: (a) Highly satisfied (d) Dissatisfied (b) Satisfied (c) Neutral (e) highly dissatisfied (b) Satisfied (c) Neutral (e) highly dissatisfied

11. To what extent you are satisfied with the quality of the product? (a) Highly satisfied (b) Satisfied (c) Neutral (d) Dissatisfied (e) Highly dissatisfied. 12. Whenever you report major quality problem in a product, how soon does TechKnit International respond? (a) 1 week (b) 2 weeks (c) 3weeks (d) > Months.

13. To what extent you are satisfied with the Packing method of the product? (b) Highly satisfied (b) Satisfied (c) Neutral (d) Dissatisfied (e) highly dissatisfied 14. Dispatch with documents: (a) Highly satisfied (d) Dissatisfied (b) Satisfied (c) Neutral (e) highly dissatisfied

15. Do you feel that the company makes supplies as promised? (a) Always (b) Most often (c) Normally (d) Not very often (e) Rare 16. Your opinion about On time Delivery of TechKnit International? (a) Highly satisfied (d) Dissatisfied (b) Satisfied (c) Neutral (e) highly dissatisfied.

17. Are you satisfied with TechKnit International response while conducting customer meetings? (a) Yes (b) No 18. Are you satisfied with the overall service of the company? (a) Yes (b) No 19. How likely are you to use/purchase [PRODUCT] again? a) Definitely b) Probably c) Probably not d) Definitely not e) Never used 20. In the past three months, have you purchased products or services through the Internet? (a) Yes (b) No

21. If yes, did you contact the customer service department of this Internet retailer with a complaint or problem? (a) Yes (b) No 22. Did you return the merchandise or cancel the service after you received it? (a) Yes (b) No 23. How many transactions have you made with this retailer over the past 12 months? a) 1 b) 2 c) 3 d) 4 e) 5 f) More than 5 24. Will you recommend TechKnit International to others? (a) Definitely yes (b) May be (c) Definitely no 25. How do you rate the company? (c) Excellent (b) Very good (c) Good (d) Average (e) Poor (f) very poor 26. Are you willing to maintain long term relationship with the company? (a) Yes (b) No

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