This document contains a 20 question customer retention questionnaire for Volkswagen automobiles. It asks customers about their preferences for Volkswagen vehicles, their perceptions of and satisfaction with Volkswagen products and services, how they first learned about Volkswagen, and their likelihood to recommend Volkswagen to others. The questionnaire aims to understand customer needs and gather suggestions to help Volkswagen improve customer retention.

1. CUSTOMER RETENTON QUESTIONNAIRE
NAME : AGE: SEX:
OCCUPATION ADDRESS:
1) What type of car do you prefer from Volkswagen?
Small car Sedan Luxury
2) What is your perception about Volkswagenautomobiles product?
Very good Good Average Bad
3) From where do you come to know aboutVolkswagenautomobiles?
MediaHoardings Newspapers
Others ___________.
4) Why do you choose this Volkswagenbrand?
Product qualityLow maintenance cheaper rates
5) If you are going to be a customer of Volkswagencars in future what will be your
expectation?
More varieties of carsImprove quality of car
Better after sales services
6) What do you feel about the behavior of sales executives atVolkswagenautomobiles?
Bad Average Good Worst
7) Whether executives are able to understand your requirement?
Yes No
8) What do you think about the space availability in Volkswagen cars?
Extremely spacious Average Less space
9) Do you think that the cars of Volkswagen are capable to attract todays
Generations?
Yes No cannot say

2. CUSTOMER RETENTON QUESTIONNAIRE
10) What do you think about the style and design of Volkswagen cars?
Very good Good Average Bad
11) New technologies such as Bluetooth device,DIS,reverse parking sensor are provided by
Volkswagencars is it good and makes you feel comfort while driving?
ExcellentVery good Good Average
12) Volkswagenhas the largest boot space in its segment, what do you think about it?
Very good Good Average
13) What do you think about the different variations of price level provided by Volkswagen?
Highly price Moderate/average price Low price
14) Please rate your level of satisfaction with sale representative in the following areas
5-Strongly 4- Satisfied 3- Neutral 2-Dissatisfied 2-Strongly
satisfied dissatisfied
responsiveness
professionalism
Understanding
of my needs
15) Amongst all the touch point being used by the company please mention the most of the
effective tools in the following table:
Front desk
Sales representative
Email
Website
Feedback
Calling

3. CUSTOMER RETENTON QUESTIONNAIRE
16) Please rate your level of agreement with the following statements (1-5 scale with 1
beingstrongly agree,2 being agree,3 being neutral,2 disagree and 1 being completely
disagree):
1 2 3 4 5
I believe Company deserves my loyalty
Over the past year, my loyalty to Company has
grown stronger
Company values people and relationships ahead of
short-term goals
17) What Promotional factors influenced you to purchase your car
Advertisement Reference by friends and relative
Family Decision Self Approach
Attractive Loan Mechanic
Other’s Specify
18) Thinking of similar cars offered by other companies, how would you compare
Volkswagenoffered to them?
Much better Somewhatbetter About the same
Somewhat worse Much worse Don’t know
19) How likely are you to recommend company product to a friend a relative? Would you say
the chances are :
Excellent Very good Good
Fair Poor N.A
20) Finally, what is your suggestion for the Volkswagen for the conditions and
requirement provided by them?
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Thank you for your time and valuable input

4. CUSTOMER RETENTON QUESTIONNAIRE