1. How often do you visit Reliance Mart?

a) Daily b) Weekly
c) Monthly d) Alternate day
e) Any other ……………….

2. Do you think Reliance Mart meets your expectation in terms of

Performance and Quality?
a) All of the time b) Most of the time
c) Some of the time d) Just now and then

3. What attract you more to Reliance Mart from its competitor?

a) Price b) Product Assortment
c) Product Quality d) Promotional Offer
e) Employee Behavior f) All of the above
g)If any other please specify ……………………………………………………..

4. Do you find Customer Service Desk Co-operative?

a) Yes b) No
c) If No then please specify………………………………………………………….

5. Are you satisfied with the billing process?

a) Yes b) No
c) If No then please specify……………………………………………………………

6. Are you satisfied with the ambience of store?

a) Very Satisfied b) Some what Satisfied
b) Neither Satisfied nor Dissatisfied. c) Some what dissatisfied
d) Very dissatisfied.

7. Do you think, CSA assist you during purchase?

a) Very often b) Often
c) Sometimes d) Rarely
e) Never

8. How attractive are the Promotions in your views?

a) Very attractive b) Fairly attractive
c) Neutral d) Not so attractive
e) Not at all attractive.

9. Are you satisfied with the gift voucher redemption process?

a) Very satisfied b) Some what satisfied
c) Neither satisfied nor dissatisfied d) some what dissatisfied
e) Very dissatisfied
10. Do you find there is minimal price of product in Reliance Mart?
Yes No
5 4 3 2 1

11. Do you find your choice of product always available in Reliance

Mart? Please give rating as per your visit.
Available Not Available

5 4 3 2 1

12. Does it worth holding Reliance One membership card?

a) Yes b) No

If no please specify……………………………………………………………………..

13. What rate would you like to give to Reliance Mart for its service
quality in terms of RATER?

a) RELIABILITY:- Accuracy of billing, Meeting promised delivery

date.
i) Excellent ii) Very good iii) Good iv) Fair v) Poor
5………… 4………… 3……..... 2………. 1………

b) ASSURANCE (Trust):- Guarantee and Warrantees return

policy.
i) Excellent ii) Very good iii) Good iv) Fair v) Poor
5………… 4………… 3……..... 2………. 1………

c) TANGIBILITY:- Appearance of store, Sales people.

i) Excellent ii) Very good iii) Good iv) Fair v) Poor
5………… 4………… 3……..... 2………. 1………

d) EMPATHY: - Personalized service, Receipt of Notes, Email,

Recognition by name.
i) Excellent ii) Very good iii) Good iv) Fair v) Poor
5………… 4……… 3……..... 2………. 1………
 e) RESPONSIVNESS:- Returning call and E-mails, Giving Prompt
service.
i) Excellent ii) Very good iii) Good iv) Fair v) Poor
5………… 4………… 3……..... 2………. 1………

14. Give your preference.

a. Reliance Mart b) Big Bazar c) Vishal Megha Mart d) Others
……………. ………… ………………… ……… ……………..

15. Would you like to recommend Reliance Mart to other for

Shopping?
a) Yes b) No
c) If No then please specify………………………………………………………….

Personal Detail
Name…………………………………………………………………………………………………
Address………………………………………………………………………………………………
Occupation……………………………. Age…………………… Ph.No.(If any)…………

In Which income group do you fall?

a) 5,000-10,000 b) 10,000-15,000
c) 15,000-20,000 d) 20,000-25,000
e) 25,000-30,000 f) 30,000-40,000
g) 40,000- Onward.