1. Which of the following car you own?

a) Maruti Baleno
b) Maruti Swift
c) Maruti Wagon R
d) Maruti Ertiga
e) Maruti Alto

Name of the Car Percentage of the Customer

Maruthi Baleno 14
Maruthi Swift 28
Maruthi Wagon R 16
Maruti Ertiga 10
Maruthi Alto 32
Total 100

Percentage of the Customer

Maruthi Baleno Maruthi Swift Maruthi Wagon R
Maruti Ertiga Maruthi Alto

14%
32%

28%
10%
16%

Interpretation
This Question is meant for taking the information regarding the most preferred car among the Maruti
Suzuki Models. From the above graph it is found that the most preferred model of Maruti Suzuki is
Maruti Swift.
 2. What do you like most about the Suzuki Car?
a) Style/design
Customer preference No. of Customers
Style/design 18
Comfort 46
Maruti Suzuki Brand 26
Service 10
Total 100
b) Comfort
c) Maruti Suzuki Brand
d) Service

No. of Customers
Style/design Comfort Maruthi Suzuki Brand Service

10% 18%

26%

46%

Interpretation

This question is meant to know the customers preferences and likes towards the cars. From the data
above we can position our product to the comfort seeking group of people.
3. To other car, what do you feel great about your car when compared in the market?
a) Fuel efficiency
b) Low maintenance
c) Sound Quality
d) Brand name
e) Durability

Customer perspective No. of Customers

Fuel efficiency 4
Low Maintenance 18
Sound Quality 24
Brand name 40
Durability 14
Total 100

No. of Customers
Fuel efficiency Low Maintenance Sound Quality
Brand name Durability

4%
14%
18%

40% 24%

Interpretation
From this question we can position the cars according to the customer’s perspectives. Many of
the Maruti Suzuki customers are buying the cars by seeing its brand name only. The number of
customers satisfied with fuel efficiency is very low.
 4. How did you come to know about this car before purchasing?
a) Friends and relatives
b) Advertisement
c) Car Experts
d) Sales people Visit
e) Auto magazine

Source of awareness No. of Customers

Friends and relatives 18
Advertisement 50
Car experts 6
Sales people visit 18
Auto magazine 8
Total 100

No.of Customers
Friends and relatives Advertisement Car experts
Sales people visit Auto magazine

8% 18%
18%

6% 50%

Interpretation

Most of the Maruti Suzuki customers came to know about their vehicle through advertisement only. The
major media that attracted the people is television.
5. How do you rate the promotion of Swift by Maruti Suzuki?

a) Excellent
b) Very good
c) Good
d) Average
e) Poor

Rating No. of Customers

Excellent 10
Very good 28
Good 52
Average 10
Poor 0
Total 100

No.of Customers
Excellent Very good Good Average Poor

0%
10% 10%

28%

52%

Interpretation

It has been observe from the table and graph above it can be seen that, 10% of the respondents
felt that promotion is excellent, 28 % of the respondents felt that the promotion was very good,
52% of the respondents felt that promotion was good, 12 % the respondents felt that the
promotion was average, and 8% of the respondents felt that the promotion was poor. It is clear
that promotion of Maruti Suzuki is good.
 6. Where do you get your car serviced regularly?
a) An authorized center
b) At a local work shop near my house

Place of service No. of customers

An authorized center 82
At a local work shop near my house 18
Total 100

No.of customers
An authorized center At a local workshope near my house

18%

82%

Interpretation

Most of the Maruti Suzuki customers are interested to service their vehicle only at the authorized
dealers. From this we come to know what the importance of authorized service centers for car is.
 7. Which bank do you prefer in getting financial help while purchasing a car?
a) ICIC
b) HDFC
c) SBI
d) OTHERS

Name of bank No. of customers

ICIC 42
HDFC 12
SBI 40
OTHERS 6
Total 100

No.of customers
ICIC HDFC SBI OTHERS

6%
42%
40%

12%

Interpretation

Most of the customers prefer ICIC and SBI Banks for taking financial help while purchasing a car.
 8. Which type of Finance you prefer?
a) In house Finance
b) Out house Finance
c) No difference between two

Type of Finance No. of Customers

In house finance 60
Out house finance 24
No difference between two 16
Total 100

No. of Customers
In house finance Out house finanace No diffrence between two

16%

24%
60%

Interpretation

It has been observed that most of the customers chose house finance help while purchasing a car.
 9. To which media do you expose regularly?
a) Television
b) Magazines
c) Newspaper
Media No. of Customers
Television 52
Magazines 14
Newspaper 32
FM/Radio 2
Total 100

d) FM/Radio

No.of Customers
Television Magazines Newspaper FM/Radio

2%

32%

52%

14%

Interpretation

From this analysis we come to know that most of the customers are interested in watching television,
which is good media for communicating with people and delivering our intentions about product.
 10. Which kind of TV Channel you watch every day?
a) National news channel
b) Sports Channel
c) Entertainment channel
d) Regional Channel

T.V Channel No. of Customers

National news channel 20
Sports channel 8
Entertainment channel 40
Regional news channel 32
Total 100

No. of Customers
National news channel Sports channel
Entertainment channel Regional news channel

20%
32%
8%

40%

Interpretation

The question is meant to know the interests and preferences of customers towards T.V Channels. More
than quarter of the sample size showed interest only on the entertainment channels and next
preference goes to the regional news channel.
 11. What is your opinion on the price list of Maruti Suzuki Cars?
a) Affordable by common man
b) Affordable only by rich man
c) Can’t say

Customer opinion on Price list of Maruti Suzuki Car No. of Customers

Affordable by common man 60
Affordable only by rich man 30
Can't say 10
Total 100

No.of Customers
Affordable by common man Affordable only by rich man Can't say

10%

30%
60%

Interpretation

More than 80% of the Maruti Suzuki Customers think that Maruti Suzuki Cars are affordable by common
man.
 12. What kind of offers does you like or expect from the dealer?
a) Free insurance
b) Special discount on sale of cars
c) Extending the service period
d) Finance availability with 0% interest

Offers No. of customers

Free insurance 18
Special discount on sale of cars 6
Extending the service period 54
Finance availability with 0% interest 22
Total 100

No.of customers
Free insurance Special discount on sale of cars
Extending the service period Finance availability with 0% interest

22% 18%
6%

54%

Interpretation

The chart shows that the most of the customers likely expected to the dealer to extend the service
period.
 13. What more do you expect from your dealer?
a) Information about service and mileage
b) Assistance regarding loans and insurance
c) Understand Customer needs
d) Information about new car

Expectation of customer No. of Customers

Information about service and mileage 68
Assistance regarding loans and insurance 8
Understand customer needs 20
Information about new car 4
Total 100

No.of Customers
Information about service and mileage
Assistance regarding loans and insurance
Understand customer needs
Information about new car
4%

20%

68%
8%

Interpretation

Most of the customers are expecting the information about service and mileage regarding the cars from
the dealer. From the above analysis we come to know about the customer’s expectations and their post
purchase service demands from the dealer.
 14. How do you feel when an unknown sales person approaches by knowing your full details to
demonstrate about any product?
a) I will not respond
b) Lost my privacy
c) Interest in knowing, If i feel I need it

Customer opinion No. of Customers

I will not respond 22
Lost my privacy 14
Interest in knowing, if I feel I need it 64
Total 100

No. of Customers
I will not respond Lost my privacy Interest in knowing, if I feel I need it

22%

14%
64%

Interpretation

This question is prepared indirectly to know about the customer’s opinion about the data bank
maintenance by the Maruti Suzuki. In reply majority of the customers gave positive reply by showing
interest in knowing about the cars when a sales person gives a detailed description about the cars.
 15. Have you come across any promotional event conducted by Maruti Suzuki during the last
month?
a) Yes
b) No

Customer opinion No. of customers

Yes 61
No 39
Total 100

No. of customers
Yes No

39%

61%

Interpretation

From the table and graph above it can be seen that 61% of the respondent’s come across promotion of
Maruti Suzuki and 49% do not come across promotion of Maruti Suzuki. As the Maruti Suzuki promoted
and conducted events for Maruti Suzuki.
 16. Would you recommend Maruti Suzuki to your friends and relatives?

a) Yes
b) No

Customer Opinion No. of Customers

Yes 62
No 38
Total 100

No. of Customers
Yes No

38%

62%

Interpretation

From the table and graph above it can be seen that 62 % of respondents recommend Maruti Suzuki to
their friends and relatives and 38% of the respondents don’t recommend Maruti Suzuki.
 17. Whom do you suggest a right person for promoting car?

a) Sports person
b) Film Star
c) Car Expert
d) Any Celebrity

Customer suggestion No. of Customer

Sports person 36
Film star 42
Car expert 14
Any Celebrity 8
Total 100

No.of Customer
Sports person Filmstar Car expert Any Celibrity

8%
14% 36%

42%

Interpretation

Most of the customers of the Maruti Suzuki suggest a film star as the best ambassador.
 18. What other brands you seriously consider before making this car purchase?

a) Hyundai
b) Skoda
c) Ford
d) Honda
e) Toyota

Brand name No .of Customers

Hyundai 33
Skoda 15
Ford 24
Honda 18
Toyota 10
Total 100

No .of Customers
Hyundai Skoda Ford Honda Toyota

10%
33%
18%

24% 15%

Interpretation

Most of the customers of Maruti Suzuki opting Hyundai when they are asked to consider a brand other
than Maruti Suzuki.
 19. As per you which vehicle comes close to Maruti Swift?
a) Ford Figo
b) Hyundai i10
c) Chevrolet Spark
d) Tata Indica
e) Others

Vehicle No. of Customers

Ford figo 37
Hyundai i10 30
Chevrolet Spark 16
Tata indica 7
others 10
Total 100

No.of Customers
Ford figo Hyundai i10 Chevorlet Spark Tata indica others

7% 10%
37%
16%

30%

Interpretation

From the above chart it can be seen that, 37 % of respondents feel that the vehicle that come close
Maruti Swift is Ford figo, 30 % of respondents feel that it is Hyundai i10.
 20. For which automobile company you finance more loans in a month?
a) Hyundai
b) Honda
c) Ford
d) Maruti Suzuki
e) Mahindra

Automobile company No. of Customers

Hyundai 16
Honda 20
Ford 17
Maruti Suzuki 28
Mahindra 19
Total 100

No.of Customers
Hyundai Honda Ford Maruti Suzuki Mahindra

19% 16%

20%
28%

17%

Interpretation

It is observed that banks are sanctioning loan in a month 16% for Hyundai, 20% for Honda, 17% for ford,
28% for Maruti Suzuki and 19 % for Mahindra