1.

name

2. Age of the respondent

a) 18-25
b) 26-30
c) 31-40 ]
d) Above 40
3. Occupation
 Student
 Service
 Business
4. Sex-
a) Male
b) Female
5.Annual Income-
a) < 100000
b) 100000 – 150000
c) 150000 – 200000
d) 200000 – 250000
e) 250000 – 300000
f) >300000

6.through ongoing dialogue, we work with individual key customer to

customize our offerings

a) Strongly Agree
b) Agree
 c) Neutral
d) Strongly disagree
e) disagree

7.yourorganization provides customized services and products to our key

customers

a) Strongly Agree
b) Agree
c) Neutral
d) Strongly disagree
e) disagree
8.will people in my organization treat key customers with great care.
a) Strongly Agree
b) Agree
c) Neutral
d) Strongly disagree
e) disagree
9.my organization makes an effort to find out what our key customer needs
45
a) Strongly Agree
b) Agree
c) Neutral
d) Strongly disagree
e) disagree
10.when my organization finds that customers would like to modify a
product/ service, the departments makes coordinated efforts to do so
 a) Strongly Agree
b) Agree
c) Neutral
d) Strongly disagree
e) disagree

11.customers centric performance standards are established and

monitored at all customer touch points

f) Strongly Agree
g) Agree
h) Neutral
i) Strongly disagree
j) disagree
12.my organization has the sales and marketing expertise and resources to
succeed incrm
a) Strongly Agree
b) Agree
c) Neutral
d) Strongly disagree
e) disagree
13.our employee training programs are designed to develop the skills
required for acquiring anddeepening customer relationship
a) Strongly Agree
b) Agree
c) Neutral
d) Strongly disagree
e) disagree
14.My organization has established clear business goals related to customer
acquisition, development, retention and reactivation
a) Strongly Agree
b) Agree
c) Neutral
d) Strongly disagree
e) disagree
15. My organization commits time and resources in managing customer
relationship 4
a) Strongly Agree
b) Agree
c) Neutral
d) Strongly disagree
e) disagree
16. Employee performance is measured and rewarded based on meeting
customer needs and onsuccessfully serving the customers

a) Strongly Agree
b) Agree
c) Neutral
d) Strongly disagree
e) disagree
17. Our organization structure is meticulously designed4
a) Strongly Agree
b) Agree
c) Neutral
d) Strongly disagree
e) disagree
18.my organization has the right personnel to provide technical support for
the utilization of in building customer relationships
a) Strongly Agree
b) Agree
c) Neutral
d) Strongly disagree
e) disagree

19.my organization has the right software to serve our customers 4

a) Strongly Agree
b) Agree
c) Neutral
d) Strongly disagree
e) disagree
20.organization has the right hardware to serve our customers
a) Strongly Agree
b) Agree
c) Neutral
d) Strongly disagree
e) disagree

21.Individual customer information is available at every point of contact

a) Strongly Agree
b) Agree
c) Neutral
d) Strongly disagree
e) disagree
22.My organization maintains a comprehensive database of our
customers
a) Strongly Agree
b) Agree
c) Neutral
d) Strongly disagree
e) disagree

23.customers can expect exactly when services will be performed

4ustomers can expect
that my organizations employees respond to their requests promptly
a) Strongly Agree
b) Agree
c) Neutral
d) Strongly disagree
e) disagree

24.my organizations employees are willing to help customers in a

responsive manner

a) Strongly Agree
b) Agree
c) Neutral
d) Strongly disagree
e) disagree

25.my organization fully understands the needs of our key customers

via knowledge learning
a) Strongly Agree
b) Agree
c) Neutral
d) Strongly disagree
e) disagree

26.my organization provides channels to enable ongoing two-way

communication with our key customers and us
a) Strongly Agree
b) Agree
c) Neutral
d) Strongly disagree
e) disagree

27.customers can expect prompt service from employees of my

organization
a) Strongly Agree
b) Agree
c) Neutral
d) Strongly disagree
e) disagree