ANNEXURE

A Study on Customer Experience in Shoppers Shop Bangalore Central, Residency

road

QUESTIONNAIRE

I am SAMPATH KUMAR V , pursuing my MBA Program in IIPM, Bangalore University. Currently doing
my project in the topic “A Study on Customer Experience in Shoppers Shop Bangalore Central,
Residency road” Under the supervision of Dr. Shilpa S K, as a part of my research, data has to be
collected using questionnaire, so I request you kindly spare your valuable time to fill up the
questionnaire, the collected data will be kept as a confidential and it will be used only for academic
research and the individual data will not be shared with anybody under any circumstance.

1. Personal Details

a) Name :

b) Address :

c) E-mail :

2. Gender : Male Female

3. Age group (in years): a) 20-30 b) 31-40 c) 41-50 d) above 50

4. Occupation : a) Employee b) Professional c) Business d) Student

5. Education :

a) Graduate b) Post graduate c) Professional Degree d) Others

6. Monthly Family Income (In Rupees):

a) Less than 10000 b) 10001 to 20000 c) 20001 to 30000 d) Above 30000

 1. Have you shopped at Shopper stop earlier?

Yes No

If YES answer to questions below, if NO skip and start from question no. 2:

Since how many months/years you are shopping @ Shopper stop?

<1 yr 2yrs 3yrs 4yrs more than 4yrs

How often you shop at Shopper stop?

Weekly once Once in a month Once in 2 months Once in 3 months

Once in 6 months Once in a year depends on needs

Why do you shop at Shopper stop?

o Price/value Variety of brands Store image

o Quality of merchandise and services.
proximity to workplace/residence
o Discount/sales offer
o Others.
 What do you buy at shoppers shop?
A _____________________
B ______________________
C______________________
D______________________
E_______________________

3. Are you a member of payback loyalty program? Yes No

 4. Rate each attributes/qualities below from 1 to 5 (5 being Highest):

Staff: 1 2 3 4 5

Courteousness
Product Knowledge 2. poor
1. Below
Interaction of staff 3. Average
Handling Issues of problems 4. good
Communication of Cashiers 5.excellent

Ambience 1 2 3 4 5
Music 1. poor
Store cleanliness 1.
2. poor
Below

Merchandise displays 3. Average

Styling/Trail Rooms 4. good
Décor /Lighting 5.excellent
Music Store Cleanliness Courteousness

5.Indicate your level of agreement or disagreement from with each of these

statements

Comments Strongly Disagree Neither Agree Agree Strongly Agree

Disagree nor
Disagree
Store is conveniently
located
Merchandise is
arranged properly
Good collections of
products at present
Billing speed is good
The store atmosphere
and décor are appealing
Merchandise exchange
process
Sales and discounts are
good
6. Indicate your level of satisfaction with each of these statements.(Tick ur answer)

Comments Highly Satisfied Neutral Dissatisfied Highly

satisfied dissatisafied
Price of Merchandize
Quality of
merchandise
Sales/discount offers
Value of money spent
Product Range
Variety
Overall shopping
experience
Overall experience
with staff

7.Will you make repeat purchase @ Shoppers Shop? Yes/No

8. Will you suggest Shoppers Shop to your friends/Relatives? Yes/No

Thanks for filling the form and thanks for your precious time