ASSIGNMENT-04

QUESTIONNAIRE
TOPIC OF RESEARCH: CRM AND CUSTOMER SATISFACTION
SUBMITTED BY:

SUBMITTED TO:
PROF. IRFAN SALEEM
DATED: November 16, 2011

University of Central Punjab

Respected Sir/Madam,
We are research students in University of Central Punjab and working on our research project. The main
objectives of this research are to identify the different factors which may affect the performance of an individual
on organization.
Your precious time and valuable participation will be a great contribution towards the noble cause of
knowledge creation. We ensure you that any information obtained in connection with this study, will remain
highly confidential. In any written report or publication, no one will be identified and only aggregate data will
be presented.

Please tick/encircle with the appropriate answer.

The following statements concern your perception about yourself in a variety of situations. For each
item of the statements below, please indicate the extent of your agreement and disagreement by ticking (
)
the appropriate number.
The response scale is as below:
1. Strongly Disagree

2. Disagree 3. Neither Agree nor Disagree 4. Agree

CUSTOMER KNOWLEDGE
1. My organization provides channels of two way communication between our
customers and us.
2. Customers can expect exactly when services will be provided.
3. My organization fully understands the needs of our customers.
4. My organization offers extensive customization of financial services to match the
needs of the customers.
5. My organization makes an effort to find out what our customer needs are.
CUSTOMER NEEDS ANALYSIS
6. Organization providing more efficient solutions to fulfill customers needs will
generate more customer satisfaction.
7. Fulfilling customer needs better than others, lead towards customer satisfaction.
8. All people in my organization treat customers with great care.
FOCUS ON CUSTOMERS
9. My organization manages customer relationships in order to deliver value to
customers.
10. My organization invests time and resources to manage customer relationships.
11. My organization provides training programs to develop skills required for acquiring
and deepening customer relationships.
INCOPORATION OF COMPUTER TECHNOLOGY IN CRM
12. My organization manages a comprehensive database of our customers.
13. My organization uses right hardware to serve customers.
14. My organization uses the right software to serve customers.

5. Strongly Agree

4 5

1
1

2
2

3
3

4 5
4 5

4 5

4 5

4 5

1
1

2
2

3
3

4 5
4 5

4 5

4 5

4 5

1
1
1

2
2
2

3
3
3

4 5
4 5
4 5

15. My organization has the right personnel to provide technical support for utilization
of computer technology in CRM.
16. Individual customer information is available at every point of contact.

4 5

4 5

Gender:

Highest qualification:

SSC HSSC Graduation Master M.Phil/PhD

Type of organization is:

Private Public

Your position in the organization: Lower management Middle management

Male Female

Age: ______ (years)

Upper management

How long are you employed at the current organization? ______ (years)

Total working experience: ______ (years)

We are very grateful to you for giving your precious time to fill this questionnaire