QUESIONNAIRE

A COMPREHENSIVE PROJECT ON “CRM PRACTISES AND CUSTOMER

SASTISFACTON IN LOGISTIC INDUSTRY”

1. Name of the organization: ________________________________

2. Contact person designation: _________________________________
3. Since how long your company is in business of Logistics? __________
4. Have you ever change your service provider?

 Yes  No
5. If yes, let us know why? (reason for choosing new or changing service provider)

 Because of prices.  Due to odd route.

 Because of poor service quality.  Not delivering on time.
 Any other reason or requirement.
Because of any dispute.

A.APPROACHING & COMMUNICATION

6. How does your service provider contact you? How Often?

Daily Weekly 15days Monthly On Call

Mail
Phone
Personal
meetings
Random Visit

7. What is the purpose of Communication?

Price New Service Introduction of
Company
Mail
Phone
Personal meetings
Random Visit

8. Rate your Satisfaction Level for COMMUNICATING/APPROACHING on the below

parameters of CRM while doing Communication:
1 2 3 4 5
(Highly (Satisfied (Average (Dissatisfied (Highly
Satisfied ) ) ) Dissatisfied
) )
Way of Approaching
Purpose of
Communication
Content of
Communication
Frequency of
Communication
Promptness
Behavior of
Representative
Technical Aspects

B. KNOWLEDGE & INFORMATION

9. Please answer below question related with Knowledge & information of your
Shipping Service Provider:
Yes No
Give Knowledge about Market
Know about Market
Understand Products
Knowledge about Competitor

10. Rate your satisfaction for KNOWLEDGE & INFORMATION based on below
parameters:

1 2 3 4 5
(Highly (Satisfied (Average (Dissatisfied (Highly
Satisfied ) ) ) Dissatisfied
) )
Give Knowledge about
Market
Know about Market
Understand Products
Knowledge about
Competitor

C. PRICES/ FREIGHT & PAYMENT TERM

In this section we will analysis the shipping service provider on the basis of Prices offered
for service and CRM on Payment Term.

11. When does your service provider Offer you Prices/ Freight?
 Daily  15 Days
 Weekly  On demand

12. How do you find prices/Freight of your service provider?

 High  Low  Competitive

13. Does your Service provider negotiate on prices? (Any chances of Negotiation).
 Yes  No
 14. How does your service provider negotiate on prices? (If You answered previous
Question as" YES")

 Direct Cash Discount  Credit Period

15. How do you find the payment term of your Service Provider?
 Flexible  Strict (Pay on Time)

16. Please answer these question below:

Yes No
Does your Service provider offer you special discount on volume?
Does your Service provider, explain you for which service he is charging
what?
Does your Service provider give you crediton payment term?

17. If Yes, Duration.

 One Week  Some % Prompt and Some After Few
 15-20 Days Days
 1 Month
18. Rate your Satisfaction on the basis of below parameters of CRM for
PRICE/FREIGHT&PAYMENT TERM:
1 2 3 4 5
(Highly (Satisfied (Average (Dissatisfied (Highly
Satisfied ) ) ) Dissatisfied
) )
Affordability
On Discount
On Payment Term
On Credit Limit
Transparency
Negotiability

D. WAREHOUSING AND TRANSPORATION

19. Questions related warehouse Services provided by shipping service providers.

Questions Yes No
Have you ever take Warehousing Service from your Shipping Service
Provider?
Have you face loss or damage in warehouse?
Does your Service provider repay your damage loss?
Does your Service Provider follow all preventive action to handle cargo?
Does warehouse have trace ability system of cargo?
Does your cargo is being put along with other (unwanted) cargo?
20. Rate your satisfaction on CRM parameters of shipping service providers while providing
warehousing services.

CRM Parameters 1 2 3 4 5
(Highly (Satisfied (Average) (Dissatisfied (Highly
Satisfied ) ) Dissatisfied)
)
Cleanness
Space in Warehouse
Location of
Warehouse
Cargo Handing
Traceability

Transportation Services:
21. Answer the below questions related with CRM practices done by shipping service
providers while providing transportation services:

Questions Yes No
Have you face loss or damage in transportation?
Does your Service provider repay your damage loss?
Does your Service Provider follow all preventive action to avoid any
damage?
Does your Service provider, provide transport equipment on time ( Truck/
Lorry / Empty container)
Does your Service provider inform about the Arrival & Dispatch of Vessel
from port?
Does your Service provider inform you about the space availability in
vessel?
Does your service provider book container and space in your desired Vessel?
Does your service provider send you picture of stuffing & Di-stuffing?
Does your service provider check container quality?

22. Rate your satisfaction on CRM practices done by shipping service providers while
providing transportation services:

CRM Parameters 1 2 3 4 5
(Highly (Satisfied (Average) (Dissatisfied (Highly
Satisfied ) ) Dissatisfied)
)
Cleanness of
Container
Quality of Container
Availability of Empty
Container
Handling Cargo
during Transportation
Booking in Desired
vessel
Traceability of
Container
E. CLAIM & COMPLAIN HANDLING
23. Answer the below questions related with CRM practices done by shipping service
provider while handling claim & complain.

Questions Yes No
Does your service Provider listen complains?
Does your Service provider accept any claim form you?
Does your Service provider repay your claims?
Does your Service Provider support you fully during any complain or claim
period?
Do you keep taking services of your current Shipping service provider
during dispute/ claim period?
Does your service provider have any separate department for handling
Complains/ Claims or Disputes?
24. Does your service provider change his attitude or behavior during the period of dispute
or claim or complain?
 Yes  No

25. If YES, how your service provider behave during Dispute?

 Pay More  Don’t  Communicate,
Attention communicate but without
proper response

26. How much time is been taken to resolve any dispute:

 1-2 Days  Within 15 days
 Within 1 Week  One month or more

27. How does your service provider settle any claim/ complain?
 Refund Money
 By adjusting
amount in future
business
 By written
assurance to non-
repetition of
Mistake
 28. Rate your satisfaction on CRM practices done by shipping service provider while
handling claim and complain
CRM Parameters 1 2 3 4 5
(Highly (Satisfied (Average) (Dissatisfied (Highly
Satisfied ) ) Dissatisfied)
)
Willingness to resolve
problem
Attitude during
Dispute
Communication
During Dispute
Service quality during
claim
Dispute Settlement
Assurance of Non-
repetition
F. FEEDBACK

29. Does your shipping service provider took feedback from you about service?
 Yes  No

30. How does your service provider took feedback:

 By Mail  By Personal meeting
 By Phone Call

31. When does your service providers take feedback:

 After every shipment 32. Does your service provider improve his
 After 3 months services after taking your Feedback?
 Half yearly
 Once in a year  Yes
 NO