CUSTOMER RELATIONSHIP MANAGEMENT

Personal profile:
Name : Gender

Male ( )

Female ( )

Age
a. Below 25 years old ( )
c. 31 - 35 years old ( )

b. 26 - 30 years old ( )
d. 35 years old and above ( )

Please indicate by a tick ( ) mark.

QUESTIONARIE

Q1) Rate the degree of impact customer service has on corporate reputation.
Major Impact
Moderate Impact
Neutral
Minor Impact
No Impact

Q2) Are your customers need clearly defined?

Always
Very Often
Sometimes
Rarely
Never

Q3) How important is improving customer relations to a COATEC INDIA core

strategy?
Very Important
Important
Neither Important or Unimportant
Unimportant
Very Unimportant

Q4) How important is the use of the Internet in establishing good customer
relations for the COATEC INDIA?
Very Important
Important
Neither Important or Unimportant
Unimportant
Very Unimportant

Q5) How do you get customers comments & feedback?

Face to Face Interview
Survey
Mail
Telephonic Communication
Other Methods (Please Specify..)

Q6) How often your company use CRM systems?

Daily
More than once a week
Once a week
Once a month

Q7) Do you think that it would affect your routine task without CRM system?
Yes
No

Q8) What is the importance of CRM to your company?

Very Important
Important
Neither Important or Unimportant
Unimportant
Very Unimportant

Q9) COATEC INDIA corporate strategy gives importance to customer's needs?

Highly Satisfied
Satisfied
Average
Dissatisfied
Highly Dissatisfied

Q10) COATEC INDIA makes an effort to find out key customers needs?
Highly Satisfied
Satisfied
Average
Dissatisfied
Highly Dissatisfied

Q11) Do you think COATEC INDIA is able to give excellent customer service
at any point of contact?
Highly Satisfied
Satisfied
Average
Dissatisfied
Highly Dissatisfied

Q12) Does the CRM system completely accommodates your company

business operation need?
Highly Satisfied
Satisfied
Average
Dissatisfied
Highly Dissatisfied

Q13) How would you rate customer satisfaction from CRM at your company?
Highly Satisfied
Satisfied
Average
Dissatisfied
Highly Dissatisfied

Q14) How would you rate the effectiveness of COATEC INDIA CRM?
Effective
Very effective
Fairly effective
Little effective
Not effective

Q15) Describe the overall state of relations between COATEC INDIA and its
customers.
Very Good
Good
Barely Acceptable
Poor
Very Poor

Date:
Signature: