Questionnaire – ITC with respect to its FMCG division

1. Would you say that you are well aware of the Company ITC and the
FMCG products it offers to the market?

• Yes

• No

2. What are the FMCG products of ITC that you currently market?

3. As sales staff, are you motivated enough to promote ITC’s products?

What are or aren’t your reasons for the same?

• Yes

Reasons –

• No

4. Do you receive the ITC products at your retail stores on time and as
per schedule?

• Always

• Most of the times

• Sometimes
 • Almost never

5. If not, would you say that there are frequent delays or are they few
and far between?

• Frequent

• Few and far between

6. Do you believe the Company deals with these delays effectively and
efficiently?

• Always

• Most of the times

• Sometimes

• Almost never

7. As retailers and sales staff, would you say the products are well
packaged and sealed?

• Always

• Most of the times

• Sometimes

• Almost never
8. As sales managers and staff, are you provided incentive enough to
provide and distribute the ITC products in the market with sufficient
on-shelf display?

• Always

• Most of the times

• Sometimes

• Almost never

9. Does the Company brief you well enough and keep you up-to date
via dialogues, brochures, informative lecture series etc so that you, as
salespeople, are equipped with adequate knowledge about the
Company and its products that you sell?

• Yes

• No

10. Have you encountered any major, substantial problems in dealing

with the people at ITC?

• Yes

• Occasionally

• Rarely

• Never
11. When you lay out ITC against giants in the FMCG industry like HUL
and P&G, can you say that it has competed effectively and worked
hard to promote its products?

• Yes

• It could do more

• No

12. Do you believe ITC has a certain USP that distinguishes it from HUL
and P&G? If so, what do you believe it is?

• Yes

USP –

• Not really

13. Are you comfortable dealing with the people at ITC, in terms of
putting forth complaints or addressing grievances, if any?

• Always

• Most of the times

• Sometimes

• Almost never
14. Do you personally believe that ITC products are of a superior
quality?

• Yes

• No

15. Based on customer visits, would you say that a substantial

segment of the market are more than willing to purchase ITC products
despite their prices being slightly higher?

• Always

• Most of the times

• Sometimes

• Almost never

16. Have you ever had to deal with angry customers who have felt that
the ITC products they received were not up to the mark?

• Always

• Most of the times

• Sometimes

• Almost never

17. If so, have you dealt with them personally or referred them back to
the Company to deal with?

• Personally

• Referred them back to the Company

18. Overall, would you say there is customer satisfaction with regards
ITC’s FMCG products?

• Yes, definitely

• Possibly

• Not really

• No

19. ITC is the only FMCG Company that features on the Forbes Global
2000 rankings for 2009 at position 987. Were you aware of this? And if
you were, what does this say to you?

• Yes, I was aware

Implications –

• No, I was not aware

20. On a scale of 1-5 (1 being the highest), how would you rate ITC as
a FMCG manufacturer, keeping in mind the larger giants of HUL and
P&G?

• 1

• 2

• 3

• 4

• 5