Customer satisfaction, customer feedback,

1. QUESTIONNAIRE
1. Gender?
a) Male b) Female
2. Age?
a) 18 to 28 years b) 28 to 38 years c) 38 to 48 years d) 48 to 58 years e) Above 58years
3. Occupation?
a) Student b) Employee c) Businessman d) Not Employed e) Any other
4. Your nationality?
a) Indian b) Any other____________________
5. Income per year?
a) Less than3lac b) 3 -6 lac. c) 6–9Lac d) 9–12lac e) Above 12lac
6. Travel (Flying) Frequency?
a) Frequent Flyer b) Rarely c) Occasionally
7. Passenger Class?
a) Business class b) Premium economy class c) Economy class
8. Purpose of Visit?
a) Leisure b) Business c) Education d) Pilgrimage e) Any other
9. Are you a frequent flyer member of any airline?
a) Yes b) No
10. Which airline did you take?
a) Indigo b) Spice Jet c) Any other

2. Name: _______________________
Place: ________________________
Statements Highly
Dissatisfied
Dissatisfied Neutral Satisfied Highly
Satisfied
How far you are satisfied with the physical appearance, dress code
and attitude of employees of the airline you traveled in?
How do you feel about the hassle free check –in and boarding by the
airlines?
What is your opinion about the refreshment policy of the airline for
its customers if the flight is delayed?
How far you are satisfied with the reliability of on-line assistance by
the airline?
Are you satisfied with the employees in responding to your queries?
How do you rate the professional approach of the airline employees
in discharging their duties towards passengers?
How do you rate the professional approach of the airline employees
in discharging their duties towards passengers?
Are you satisfied with the in-flight instructions given to you by the
crew members?
Are you satisfied with the frequent flyer program of the airline?
How far you are satisfied with the tourism related information given
to you?
How far you are satisfied with the amount which the airline imposes
for your excess baggage?
Would you recommend this airline to other people?
Would you like to travel again through this airline whatever the cost
of travel?
Would you consider flying on this airline again in the future?
Would you like to travel again through this airline whatever the cost
of travel?
Do you believe that this airline has a better image than its
competitors?
Is the airline having their website updated all the time?
Are you satisfied with the Pricing policy of the airline?
How far you are satisfied with the safety performance of the airline?
How much you are satisfied with the time commitments of the
airline?
Are you satisfied with the level of cleanliness of toilets inside the
aircraft?
How far you are satisfied with the seat space, leg comfort in the
aircraft?
Are you satisfied with the efficiency of the airline at the point of
departure and arrival?
Are you satisfied with the sincerity and patience of employees in
resolving your problems?