Small Car Segment Submitted by: Group # 8 Raunaq Singh : 08EM-034Deepankar Agarwal : 08EM-014 Sumit Agrawal : 08EM-045 Sushan Rungta : 08EM-048
Small Car Segment INDEX1) Introduction2) Executive Summary3) Introduction to consumer Behaviour and Perception. ♦ Consumer Behaviour ♦ Bases of Consumer Behaviour ♦ Consumer Perception4) Industry Insight ♦ Industry Background ♦ Current Market Scenario5) Passenger Car Segmentation ♦ Classification of Indian Car Market ♦ Key Demand Drivers6) Pricing7) Research Methodology8) Research and Data Analysis ♦ Data Analysis ♦ Research analysis (Graphs)9) Conclusions and Recommendations
Small Car Segment10) Scope and Limitations11) Bibliography12) Annexure -Questionnaire
Small Car Segment INTRODUCTIONYou cant decide what exactly is it that you want. You ask yourself: "Do I wantpower, or do I want fuel-efficiency? Which car offers me the best combination ofboth? Is seating for five with a toothbrush tucked in enough for me, or do I needplace to pack in a wardrobe for the weekend? Am I happy with the plain JaneMaruti 800, or can I and should I stretch for that sexy Palio?" Diesel or petrol? Bigor small? Tough questions huh?Well, in today’s scenario with competitive marketing and globalization, the job forthe consumers has become very tough and confusing whether to buy A or to buy B.The market is so vast, competitive and complex that it often confuses the buyers.The decision taken for buying a product and choosing one is more oftenincomplete and sometimes not fully satisfactory.In Small Segment Cars the options are wide and identical to each other. In Indianscenario the small segment cars have the biggest share in the car industry. Itdirectly aims at the middle class and lower middle class of the society. Even theupper classes do find it of immense satisfaction and utility. Therefore the buyersare in a bulk for this segment. But what is not clear here, is that the buyers are notfully aware of all features & what is provided by whom. This seems to be the pointof discussion and study on which this project is based on.
Small Car Segment EXECUTIVE SUMMARYThe objective of this project is to determine the decision making process by theconsumer while purchasing a small segment Car.Firstly, we took mainly three brands of small cars, Maruti-800 Zen, Indicaand Santro for a comparative study of small car segment. We got thecompanies’ broad background; their entry into the segment, their positioningstrategies of cars and other factors affecting the consumer’s buying behavior.Later we went through the process of filling the questionnaires, to know exactlywhat the customer’s of small cars perceived about their cars. A sample size ofhundred respondents was taken. Sample unit was a customer who owned a smallcar. Secondary data from various sources like magazines, journals etc was alsocollected.The findings showed that the consumer’s who owned small cars basicallywanted good performance, after sales service and a car at their budget, a lessexpensive one.All the cars taken for the sample showed that the consumers perceived them asalmost same in all the attributes like safety, comfort and luxury. Respondentsliked Indica more for its looks, whereas Maruti’s after sales service wasperceived to be good.But, at the end the research was limited due to small sample size, small samplearea and time constraints. OBJECTIVES OF THE PROJECT1. Examine the psychographics of potential small size car customers.2. Probe the buying behavior of car owners.3. To study the attributes of different brands of small cars.4. To probe into consumer’s knowledge about cars.
Small Car SegmentINTRODUCTION TO CONSUMER BEHAVIOR AND PERCEPTION♦ CONSUMER BEHAVIOR♦ BASIS OF CONSUMER BEHAVIOR♦ CONSUMER PERCEPTION AND SENSATION
Small Car Segment CONSUMER BEHAVIORThe study of consumer behavior is the study of how individuals make decisions tospend available resources on consumption related items. It includes the study ofwhat they buy , why they buy it, where they buy it, how often they buy it and howoften they use it.Consumer Behavior has been variously defined and with varying stress and focus.Consumer behavior can be described as acts directly involved in obtaining andusing economic goods and services. It also includes the preceding decision processand influence the experience obtained from such acts. Consumer Behaviour is “theway people act in the exchange process “.Consumer Behaviour is “the behaviour that consumer display in searching for,purchasing, using and evaluating products, services, and ideas which they expectwill satisfy their needs”.Another definition of Consumer Behaviour can be said as “those actions directlyinvolved in obtaining, consuming, and disposing of products and services,including the decision processes that precede and follow these actions.Consumer Behaviour keeps changing, consumer preferences of yesterday maynot hold well today and tomorrow-new motivations, and new aspirations may takehold. It is this ever-changing nature of consumer’s behaviour that provides achallenge to marketing professionals, and is responsible for dubbing the consumer“as a moving target”.Consumer Behaviour is the action people takes in purchasing and using productsand services, including the mental and social process that precede and follow theseactions. CONSUMER PERCEPTIONPerception can be defined as “how we see things around us”. Two individualsmay be subject to same stimuli under the same apparent conditions, but how eachperson recognise them, and interprets them is highly individual process based oneach person’s own need, values and expectation.Perception is defined as a process, which an individual selects, organizes andinterprets stimuli into a meaning full and coherent picture of the world.A stimulus is any unit of input to any of the senses example of stimuli includesproduct, packages, brand names and commercials. Sensory receptors are the humanorgans that receive sensory inputs. All of these functions are called into play eithersingly or in combination in the evaluation and use of most consumer products.
Small Car Segment INDUSTRY BACKGROUNDOverview of Indian automobileIndian automobile industry is riding high with overwhelming economic growthrate of 8.4% in 2005-06. The industry has been growing at CAGR of 16.33% from2001-02 to 2005-06 in terms of production.This is easy to understand because the per capita disposable income of the peoplehas gone up remarkably. Over the last five years, per capita personal disposableincome has gone up by around 8%, which has increased purchasing capacity of thepeople in the country.Other factors have also contributed to this high growth in Indian automobile sector.These include lowering age of first car users, shorter replacement cycles, risingdual income families, new technology, which is lowering cost of ownership, lowcar penetration in the country and most importantly growing steel production in thecountry. In addition, wide variety and easily available financing options are alsosome of the major reasons for surge in demand for automobiles in India.Domestic sales have grown at CAGR of 14.27% from 2001-02 to 2005-06. Thecommercial vehicle segment, in particular, has increased at CAGR of 24.35%during the above-mentioned period; whereas total sales of passenger cars indomestic market have increased at CAGR of 14.02%. In terms of production,commercial vehicles have registered a CAGR of 24.55% from 2001-02 to 2005-06;while passenger vehicles have registered a CAGR of 18.24%. There is a decliningtrend in mopeds production as well as in sales in the domestic market. During2001-02, mopeds production and sales have declined at CAGR 2.93% and 5%respectively.
Small Car SegmentCurrent Market ScenarioIndias domestic passenger car sales have increased by 22.01%, up from 882,208 in2006 to 1,076,408 units in 2007. Overall, the automobile industry posted a 13.50%growth.Global Automotive Financial Review forecasts the Indian passenger car marketsales will rise up to19 lakh cars by the end of 2010 leading to a growth of above50% and there will be more than 2 million cars in the Indian car market.The passenger car segment has seen an impressive growth in the Indian automobilemarket because of the change in standard of living, their high-end incomes, easymonthly installment (EMIs) and loan schemes offered by banks and financialinstitutions to buy cars. Indian car market has received a major boost due to thesereasons and now foreign players are moving in to capture a market share.
Small Car Segment PASSENGERS CAR SEGMENTATIONPassenger Cars SegmentationThe segmentation of the passenger car market in India is vastly differentfrom that in the developed nations. In India, the economy segmentaccounts for the largest share of the cars sold, as compared to mid-rangesegment in the mature markets. The economy and the premium segmentface the lowest competitive threats, while the premium segment willwitness intense competition due to lower volumes.Segment-Wise Classification of the Indian Car MarketSegmentRange Price (in lacks) Models Economy Maruti 800, Maruti Omni, Premier, Fiat , Reva.Mid-range 3 –4 Uno, Zen, 118 NE, Ford Fiesta, FiatPremium 5– 7 Esteem, Contessa, Opel Astra, Ford Escort, Cielo, Mitsubishi Lancer, Hyundai Accent Key Demand DriversTraditionally, disposable income was perceived as the one critical factorthat drove passenger car demand. However, household income is nolonger the single most important factor in determining the demand forvehicles. Other critical factors are the mobility needs of people and theavailability of cheap finance. The number of high-income households isgrowing very rapidly, more so in the rural areas. The development of theused car market will also play a major role, as the customers will beencouraged to trade in their old cars. The key to the growth of futuremarkets is to make maintenance-free vehicles, to improve the roadinfrastructure, and to reformulate fuels and lubricants so as to reducevehicle-operating costs.
Small Car Segment PRICINGIn any business, nothing is more dangerous than using money as the magnet forattracting customers. It kills loyalty, mangles margins, and encourages defections.But it is the Unique Selling Price the only road to success in the intenselycompetitive automobiles business?Those in the race for winning over the Rs. 7,500-crore small cars market seem tobelieve so. We have seen Maruti Udyog Ltd (MUL) announcing first ever pricecuts – from Rs 6,998 to Rs 36,808 on its different models – to deflect attentionfrom the launch of the Telco’s Indica. It was, of course, Hyundai Motors that hadset the pace by putting a ticket of Rs 2.99 lakh on the basic model of its Santro.Then, even as customers rubbed their eyes in disbelief at the Indica’s Rs 2.59 lakhentry price.In the small car segment, the only ‘P’ that, suddenly, seemed to matter was thesecond in the Product-Price-Promotion-Place marketing-mix. The typical Indian car-buyer is obsessed with post-purchase pricing. Which is, ineffect, the cost of maintenance and the possible re-sale value. And obviously, thelower the selling price of a second hand model, the less is the purchaser’s incentiveto opt for it.However, not every company plays the price-card. Instead of cutting the price ofSantro, Hyundai Motors has launched an enhanced version with product featureslike power steering, and product-plus features like better service and customer-care. Hyundai arrived at the pricing strategy after a careful analysis.Attempting to sell the lowest priced car in every segment will not enable acompany to survive.Hyundai realised the difficulty to compete in the car markets and decided to go forsharp differentiation strategy. In order to avoid the price game, it decided toreinforce the individualistic positioning of the brand and tried to match thecustomer’s perception that the car is commodity using other differentiators.Hyundai opted against the drop in prices, one reason being the fact that, buyers areshopping for brand associations and customers are unlikely to let their decisions beswayed by savings of a few thousands.Sure, the lower price will be an attraction to the first-time buyer who is, essentially,stretching his budget to buy personal transportation. The less the stretch, the moreis the likelihood of actually buying a car instead of, say, a two-wheeler. So, even adrop of Rs.1000 in the small cars segment could expand its size.Thus price can be a selling proposition for only one segment of customers. But acompany that seeks life-long customers, who progressively move up its productladder, cannot rely on price alone for success.
Small Car SegmentThe response of the customers to the Santro seems to indicate a market in the smallcar segment, which is prepared to pay premium for a superior features andperformance. Santro and launch of Accent appear to be a conscious effort onHyundai’s part to meet the needs of different customers in the small car market.Maruti’s response of cutting down on price seems to be a defensive measure aimedat retaining market share by concentrating on the price sensitive market segment.The Hyundai has stretched both price and feature thresholds and created market foritself.Entry of Hyundai has changed the very nature of the competition as it hasintroduced contemporary product into the market.
Small Car Segment RESEARCH METHODOLOGYA research design is the arrangement of condition for collection andanalysis of data in a manner that to, combine relevance to researchpurpose with economy in procedure.Research Design is conceptual structure within which research isconducted. It constitutes the blue print of collection, measurement andanalysis of data. Research Design is needed because it facilitates thesmooth sailing of various research operations, thereby making research asefficient as possible yielding maximum information with minimum time,effort and money. Research Design stands for advance planning ofmethods to be used for collecting relevant data and techniques to be usedin the analysis .The design helps researcher to organize his ideas wherebyit will be possible for him to look for flaws and inadequacies.MAJOR OBJECTIVES OF THE PROJECT• Examine the psychographics of small size car customers.• Probe the buying behavior of car owners.• To examine the decision making process of the customers while purchasing a small segment car.Sources of primary and secondary data:The major aim of the project was to analyze the competition of differentcar brands in the market. Therefore we had to get considerableinformation about the competing small cars. For this we had to go througha lot of secondary data.A lot of issues of auto India, Motoring and Motor India were consultedA comparison of small size cars is given in the table. Since the researchaims at finding the attitude of people towards the different brands of cars,a conclusive research was conducted. The data collection form wasdesigned in the form of a standard questionnaire because it is morereliable than unstructured format. By reducing the chance or the sample toinfluence results through different questions and through differentjudgment of answers and what to record, the structured questionnaireproduces more reliable results i.e. if the research project is repeated in thesame manner, similar results will be obtained.Most of the questions asked in the questionnaire were closed ended with afew open-ended questions also, to know consumers general views. Some
Small Car Segmentquestions are designed for the purpose of cross checking the samplesgenuineness in filling the questionnaire.For the purpose of analysis, ranking scale is used to rank the preferencesof attributes of the customers. (Semantic differential scale is used tounderstand the images of brands of cars as perceived by the consumers.This scale is used because it permits the development of descriptiveprofiles that facilitates the comparison of competitive items.)Universe: The universe is entire group of items the researchers wish tostudy and about which they plan to generalize. For this, the universeconsists of people of Delhi who own small car. Selecting the sample: forthis project, a probability sampling method is used. Probability samplingmethod is that in which every item in the universe has a known chance ofbeing chosen in the sample. Here the sample size consists of 30 residentsof Delhi. The probability sampling is preferred because:• It is the only sampling method that provides essentially unbiased estimates having measurable precision. If the investigator requires this level of objectivity, then some variant of probability sampling is essential.• The probability sampling permits the researchers to evaluate in quantitative terms, the relative efficiency of alternate sampling techniques in a given situation. Usually this is not possible in non- probability sampling.
Small Car Segment DATA ANALYSISSample size - 30Respondents - 27Owners of Santro - 6Owners of Zen - 9Owners of Indica - 6Owners of 800 - 4Owners of other cars – 3
Small Car Segment FACTORS AFFECTING PURCHASE DECISION COMFORT GEAR BOX BOOT SPACE FUEL EFFICIENCYLOW MAINTAINENECE COSTS COLOURVALUE ADDED ACCESSORIES INTERIORS SAFETY FEATURES LOOKS PRICE 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% % OF RESPONDENTS RESPONDENTS’ RANKING OF ATTRIBUTESAttributes Preference RankSAFETY 1PERFORMANCE 2COST 3LOW MAINTENANCE 4AFTER SALES SERVICE 5BRAND NAME 6CREDIT FACILITY 7
Small Car Segment CREDIT FACILITYPREFERENCE POINTS SAFETY BRAND NAME AFTER SALES SERVICE LOW MAINTENANCE COST PERFORMANCE 0 50 100 150 200 250 ATTRIBUTES SOURCES OF INFORMATION 35.00% 30.00% 25.00% 20.00% 15.00% 10.00% 5.00% 0.00% TELEVISION MAGAZINES FRIENDS DEALERS MECHANICS OTHER CAR DEALERS percentage of customers
Small Car Segment INFLUENCING FACTORS IN DECISION MAKING 80 70 60 50 FRIENDSPERCENTAGE OF RESPONDENTS 40 FAMILY 30 MEDIA 20 OTHERS 10 0 1 INFLUENCERS BRAND RECALL 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% SANTRO INDICA MARUTI ZEN MARUTI 800 BRAND RECALL
Small Car Segment EFFECTIVE MEDIUM FOR BUYING CARS ANY OTHERAUTO EXHIBITIONS MAGAZINES HOARDINGS NEWSPAPERS TELEVISIONS 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% EFFECTIVE MEDIUM FOR BUYING CARS WHICH CAR IS THE BEST IN OVERALL PERFORMENCE SANTRO INDICA MARUTI-800 MARUTI ZEN
Small Car Segment CONCLUSIONS AND RECOMMENDATIONSConsumers of small cars are seeking a very good overall performance in a car thanany other attributes. Most of the consumers prefer Small cars and mid sized carsfor their good mileage, good acceleration, easy driveability, requiring smallrooms for parking. Good looks hardly count for the buyers of small cars.Again a good after sales service and low maintenance in a vehicle is agarnish on customer’s delight. Safety and credit facility are almostignored factors in purchasing a small car.Family wields the highest influencing power in making a purchasedecision for an Indian consumer. Friends and media also have a goodimpact on decision-making. A very few customers get influenced bydealers also.Usually consumers get detailed information through friends, magazines,other car owners and dealers whereas, they get the product informationfrom the other sources like television, hoardings etc.Earlier Maruti used to have very high Brand recall but now Hyundai hastaken over followed by Indica, Zen and then Maruti 800.This gives Marutia fight to retain its leadership position.Indica and Santro has outscored Zen and Maruti 800 in brand recall withtheir scintillating marketing and advertising strategies and made theirpunch lines, “Add spice to life” and a “Complete family car” moreconspicuous. Santro has created a niche position for itself as a celebrity’scar, Shahrukh Khan’s car. Their advertisement showing Shahrukh Khansponsoring the car, showing its unmatchable features have made Santrosynonymous to Shahrukh Khan.Zen has in the recent years been able to create a brand name for itself.Zen and Santro are perceived as cars with a more feminine appeal. Hencethey need to be positioned as the cars for today’s women.The dream cars of the consumers are high luxury cars like Mercedes S-class, BMW, Ferrari, Pajero, Rolls Royce, Jaguar, Porsche, the cars with aclass apart when it comes to their brands images, cars which flaunt status,style, wealth and attitude of the people owning them, cars which areconsidered to the best on the globe.Most of the respondents are in an income bracket of Rs.20001 to Rs.25000 andabove Rs.25000. This indicates that most of the car owners belong to eithermiddle, upper middle or upper class segment.
Small Car SegmentWhile purchasing a car a safety is the most important criterion followed by price,fuel efficiency, looks and comfort etc.When the consumers were asked to rank the factors they consider being importantin buying a car, ranking the factors from 1 to 7 where ‘1’ is the highest preferencerank ‘7’, the lowest preference rank, safety is the highest concern followed byPerformance of a car as it outweighs its style and cost on the consumer’s list ofpriorities to buy a car. Performance, be it engine make up, fuel efficiency in cityconditions, smoothness, pick up, drivability, is consumer’s first preference in theirlook out on attributes in making a decisions for buying a car.The car owners as the third most important factor, considered the cost andlow maintenance of a car.After sales service and brand name were the fifth and sixth preferences ofthe respondents. Credit facility was ranked next on the preference scale.Given the city conditions, the consumers needed a very good overallperformance of cars. Small cars taking less space with no parkingproblems, easy drivability in heavy traffic conditions, easy gearshifts andgood fuel efficiency makes them the most preferred ones.The small car owners being mostly the professional class or the uppermiddle class were very cost conscious and due to their busy life stylespreferred low maintenance in their cars.Sources of InformationThe small car consumers are high search information seekers, most ofthem using at least 3 sources of seeking the information. They believethat extensive search is necessary to make a good buy. Having ownedfewest cars previously, they had very less information about the cars.The survey showed that a highest number of consumers sought friends asa source of information. Even as a majority of them went for magazinesand other car owners as a source of seeking information, a good numberof consumers went to dealers for getting the information. Television as asource of information was also used by a number of consumers and a veryfew of them went to mechanics in search of information.Most of these small car buyers being first time purchasers usually go forfriends, automobile magazines or other car owners to get informationabout the various products and brands in the market to know the mostfavorable brand or products and later they seek further information fromdealers and other sources once they are through their choice process andhave decided upon a particular brand or brands to buy.During the buying process family is the biggest influencer followed byfriends and media.
Small Car SegmentThe most efficient medium of advertising is television, followed bymagazines and newspapers. Auto exhibitions also play a significant rolein communicating about the small segment cars.Satisfaction LevelMost of the small car consumers are somewhat happy with theirpurchases. A probe into respondents’ satisfaction level, ranking from 1 to5 where ‘1’ was full satisfaction and ‘5’ full dissatisfaction with theircars, gave 70% as an average figure of satisfaction level.Out of a total of 30 respondents, 19 ranked their satisfaction level as ‘1’,6 ranked ‘2’, 1 ranked ‘3’, 1 ranked ‘4’ and only one respondent showednull satisfaction. The main reasons which were quoted for theirsatisfaction were driving comfort, good fuel efficiency, small is cute,easy parking, less maintenance, good pick-up and a perfect car for a smallfamily.Advertisement RecallThe most interesting part of the research being the brand appeal part of it,where four celebrities, Shahrukh Khan, Hrithik Roshan, AishwaryaRai and Rani Mukherjee were given and respondents were asked tosuggest any car which came to their mind. Almost all the respondentsnamed Santro for Shahrukh khan. Hyundai has almost positioned Santroas Shahrukh Khan’s car and his personal choice through theadvertisement where Shahrukh himself narrates the supervisorperformance of car. Any other brand of car could not catch up with sucha familiarity of a car with a celebrity.For Hrithik Roshan, most of the people preferred tough looking cars likeBMW, Bolero, Safari, Pajero, Sumo, Honda sports car etc. Aishwaryagave people an appeal of sleek beauty through cars like Lancer, Ferrari,Zen, Matiz, Mercedes, etc. Rani Mukherjee stole away respondentsminds with small car like Zen, Matiz, and Santro, sometimes a bit bulkylike ambassador and van.A perceptual ranking of various attributes of Maruti 800, Zen, Indica andSantro was also taken. A total analysis of people’s average rankingsshowed people’s perceptions about various attributes like safety,performance, comfort, luxury of the 4 cars. All these small cars showedvery less variances in perceptions of people regarding their safety,comfort, luxury and overall performance with ranks ranging between ‘2’and ‘3’ showing moderate satisfaction.A change in consumer’s perceptions could be noticed when Santro wasranked 3 rd showing a slight disagreement with its good looks. Indica was
Small Car Segmentranked 2 nd satisfactory with its new look and fine edges in its new modelof V-2. Zen was ranked 1 st for its trendy and cute outlook. The interiorsof Zen were much liked by the consumers as compared to Indica andSantro. Mainly in specific description the dash board of Zen attracted themost. SCOPE AND LIMITATIONS• The sample size being very small, that is only thirty respondents, limited the scope and study of the project.• Taking the convenience sampling might have led to some bias as people with different age groups have different perceptions. For example people with age above 35 years have more awareness then people between the age group of 20 and 30 years. Time constraints put boundaries to the sample area and hence limited the extent of the study.
Small Car Segment BIBLIOGRAPHYReference books:Consumer behavior. By Schiffman and KanukInternet:www.marutiudyog.comwww.hyudaimotorindia.comwww.autoweb.comhttp://html.rincondelvago.com/consumer-decision-process.htmlhttp://www.cygnusindia.com/pdfs/Supply%20Chain%20Management%20in%20Automobile%20industry.pdf
Small Car Segment ANNEXURE QUESTIONNAIREA survey of consumer perception about small carsPersonal details :Name :No. of members in family :Monthly household income :1. Do you own (Please tick) Car Two wheeler2. If you do own a car? Name Model Colour3. Are you satisfied with it?4. How much do you spend on maintenance on a monthly basis? ___________________________________.5. Name some cars in the small car segment in India? ♦ ♦ ♦ ♦
Small Car Segment ♦ ♦ ♦6. Can you relate the following cars to their ads? Maruti 800 Zen Indica Santro7. Rate the following attributes according to your preferences while buying a new car? Price : Looks : Safety features : Interiors : Value added accessories : Color : Stability while driving : Low maintenance costs : Fuel efficiency : Boot space : Gearbox :9. Rate the following cars as per your perception on the basis of the attributes specified (5excellent to 1 poor)?Attributes ZEN SANTRO MARUTI INDICA 800Sales and ServicePriceFuel EfficiencySmooth RideLuxuryValue for MoneyLooksComfortSafetyStyle / Looks
Small Car Segment 13. Where would you or where from do you get the relative information for buying a carfor yourself? Television Friends Dealers Mechanics Magazines Other car owners14. Who influences you the most while making a decision to buy a small segment car? Media Friends Family others15. What are the sources of advertising that you recall, as a influencing factor to you? Is it: - o Television : o Newspaper : o Hoardings : o Magazines : o Auto Exhibitions : o Any other :15. Comment on the following cars as to how can there be any improvements?ZENINDICAMARUTI 800SANTRO16. Which of the four cars mentioned below is the best in overall perspective to you?(Rank 1 as the best and so on)
Small Car Segment Santro Zen Indica Maruti 80015. Which car will you associate with the following personalities? • Shahrukh Khan • Hrithik Roshan • Aishwarya Rai • Rani MukherjeeThank you, SirMadam for spending your precious time in filling thisQuestionnaire. Your opinion values a lot for us. Thank you.Date ----------------------------