Mark Only One Oval.: Currently Using The LPG Cylinder From?

LPG
1. Please specify your gender

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Male
Female
Other:
2. Please specify your Age category

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18 - 25
26 - 35
35 - 45
45 +
3. Select your Education level:

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SSC / HSC / Diploma

Graduation
Post Graduation
Other:
4. What is your total household income? (in lakhs)

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<3
3-6
6 - 12
12 - 18
> 18
5. Which LPG cylinder connection you currently use in your home?

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Hindustan Petroleum (HP)

Bharat petroleum (BP)
Indane gas
Do not know
Other:
6. What is the name of the dealer you are

currently using the LPG cylinder from?
7. Please rate the level of your satisfaction on
the overall service on scale of 1 to 5 (5 being
very satisfied and 1 being least satisfied)
8. How often do you book for the refill gas cylinder?

Mark only one oval.
once in two months

once in a month
twice in a month
more than twice in a month
9. Write the 5 factors in the order of importance for the gas service you are currently using.
10. What is the mode you are currently using for refill booking?
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Online, through website

Using IVRS
Using mobile app
Other:
11. Are there are any problems you are currently facing in the refill booking process you
currently using?
Mark only one oval.
Yes
No
12. If Yes, what is the problem you are facing?
13. What is the mode of payment you are currently using the refill booking process?
Mark only one oval.
Online payment
Payment at the time of delivery
Other:
14. On the basis of refill booking process and

payment process please rate on a scale of 1
to 5 how easy do you find while using them
(1 being very difficult and 5 being very easy)
15. Are there any safety checks carried by the dealer’s service men at your home?
Mark only one oval.
Yes
No
16. If yes how frequently they are undertaken?

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Once in three months

Once in two months
Once in every month
More than once a month
17. Among the following what are the issues you are facing while using the cylinder?
(multiple)
Check all that apply.
Visor cut problem

Regulator issues
Burner problems
Nozzle issues
Other:
18. How frequently you are facing the above-mentioned problem? (multiple)
Once in two Once in a Twice in a More than twice in a

month month month month
Visor cut
problems
Regulator issues
Burner problems
Nozzle issues
Others
19. Are there any demos given by the service mechanics about how to handle the situation
when there is an emergency?
Mark only one oval.
Yes
No
20. If yes, how frequently demos are being conducted?

Mark only one oval.
Once in three months

Once in two months
Once in every month
More than once a month
21. Based on the above questions please rate
your overall satisfaction level on a scale of 1
to 5 (1 being least satisfied and 5 being most
satisfied)
22. While registering a complaint what is the mode of approach you usually use?
Mark only one oval.
Online complaint portal

Contacting the dealer via phone
Giving the complaint in person at the dealership shop
Other:
23. On a scale of 1 to 5 how easy is the mode

you are currently using (1 being very difficult
and 5 being very easy)
24. Based on the interaction you had with the

customer service person please rate your
satisfaction level on a scale of 1 to 5 (1 being
least satisfied and 5 being most satisfied)
25. In how many days your problem is being rectified?

Mark only one oval.
Within one day

Within two days
Within three days
More than three days
26. On a scale of 1 to 5 how satisfied are you in

terms of behaviour of delivery person at the
time of delivery (1 being least satisfied and 5
being most satisfied)
27. AT the time of payment, are the delivery person are asking for more money than that has
to be paid?
Mark only one oval.
Yes
No
28. If yes, what is your response for the demand

of more money?
29. Based on the above questions please rate
your overall satisfaction level on a scale of 1
to 5 (1 being least satisfied and 5 being most
satisfied)
30. Did brand played an important role when choosing your LPG cylinder service?
Mark only one oval.
Yes
No
31. If yes, What is the reason for the importance?

Using other products of the brand

brand image
Other:
32. Did price played an important role when choosing the current LPG cylinder service?
Mark only one oval.
Yes
No
33. Given that other cylinder services are cheaper, are you willing to switch?
Mark only one oval.
Yes
No
Maybe
34. In how many days does the cylinder reach you after booking?
Mark only one oval.
With in a day
with in two days
with in three days
more than three days
35. On a scale of 1 to 5 how satisfied are you

with the delivery time (1 being least satisfied
and 5 being least satisfied)
36. Please rank the following factors in the order of importance for the LPG cylinder service
you are currently using ( with #1 being most important and #6 being least important)
Mark only one oval per row.
#rank
refill booking and payment
process
safety
price
Brand
service quality and customer
interaction
delivery time of the cylinder
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LPG

1. Please specify your gender

2. Please specify your Age category

3. Select your Education level:

SSC / HSC / Diploma

4. What is your total household income? (in lakhs)

5. Which LPG cylinder connection you currently use in your home?

Hindustan Petroleum (HP)

6. What is the name of the dealer you are

8. How often do you book for the refill gas cylinder?

once in two months

Online, through website

12. If Yes, what is the problem you are facing?

14. On the basis of refill booking process and

16. If yes how frequently they are undertaken?

Once in three months

Visor cut problem

Once in two Once in a Twice in a More than twice in a

20. If yes, how frequently demos are being conducted?

Once in three months

Online complaint portal

23. On a scale of 1 to 5 how easy is the mode

24. Based on the interaction you had with the

25. In how many days your problem is being rectified?

Within one day

26. On a scale of 1 to 5 how satisfied are you in

28. If yes, what is your response for the demand

31. If yes, What is the reason for the importance?

Using other products of the brand

35. On a scale of 1 to 5 how satisfied are you

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