Delta Oil Outlet Questionaire design

8/7/2019 Delta Oil Outlet Questionaire design

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Problem Definition: Management Decision Problem- To stop the

decline in market share in the oil changemarket and increase patronage

Market Research Problem- To determine theconsumer preferences and factors and theirrelative importance in selectingan oil changeoutlet.


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Who is our target market?1) Basic Consumer set

x Residents within 5 mile radius.

x Low priced service.

x Vehicle not in Warranty.

2) High profile consumer set Prefer quality over price Can pay extra foradditional

services and frills


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When are they planning service?1) Basic Consumer set

x On every 5000-10000 kms.

x Mostly on weekends orafter hours.

2) High profile consumer set N

ot limited to 5000-10000 kmscap. Mostly grounded on their

convenience.


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Why will they come to you?1) Basic Consumer set

x Price driven

x Stress on Value delivered

2) High profile consumer set Preferred fast, reliable services. The process must be

convenient.


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What is their choice?1) Basic Consumer set

x Efficient and precise service.

x Effective and accurate measures to be

followed.

2) High profile consumer set Preferred clean service. Attitude of staff must

be professional.


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Where will they go?1) Basic Consumer set

x Low price services with some brand imageattached.

x Must be near home or work place.

2) High profile consumer set Preferred convenience. Close to home or work

place.


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How to attract?1) Basic Consumer set

x Low price and resistant to extra services.

x Wal-Mart was preferred initially.

2) High profile consumer set Least concern for price. Fast and effective.


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Place: Same for both the profiles Product:

Oil change for basic consumers.

20 point checkand other similar programs tocheck vehicles in a single run.

Price: Competitor comparison eg.

Wal-Mart at $12.95. Least concern for prices.


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Promotion:

Special discount coupons in newspapers

and family journals. Placing of advertisement on front pages or

on business pages of newspaperemphasizing on fast, reliable and convenient

service.


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Dear Respondent,

Your opinion is valuable to us and we

would like to know your views regardingthe services offered by Delta outlet. Wewould appreciate if you can take sometime to share your views/opinion. Youropinion would serve us in enhancing ourdeliverables and services.


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Respondent Information:

Name:______________________

Postal Code:________

(L3K, L3L, L3J, L3M, L3A, L3B, L4M, L4N, L4Y, L4M, L4O, L4S,L4R)

Email ID:___________ @ __________ . _____


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1) What vehicle do you own(TickMultiple ifmore than one types) :

Passenger Car SUVs Mini Van LightTruck Others

2) Do you, yourself oil your vehicle?

YES NO

*if answer is yes kindly go to Question no 4

3) Where do you get your vehicle oiled ?

MASS MERCHANDISERS CAR DEALERS QUICK

LUBE


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4) What brand of oil you prefer?

SHELL ESSO PETRO CANADA QUAKER

STATE

If Any other Please mention_________________________

5) Have you everget your vehicle serviced

at Delta Oil Outlet?YES NO

6) Rate the service: 1-worst 5-best

1__ 2__ 3__ 4__ 5__


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7) When had you last serviced your vehiclein any of the outlet:

Last Week or EarlierA Week Before

Before a month

Before 2 monthsSix Months or more


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8) Which Quick lube outlet was used for ( Inreference to Q3)

Delta Oil

The lube Master

Lube & Drive

Lube Doctor

Esso Quick Lube

Lube n Go

Any Other, please specify ___________


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9) Rate the service given by the outletspecified in question 8(1-worst 5-best)

__ 1 __ 2 __ 3 __ 4 __ 5

10) What was the bill amount that you paidfor the servicing in the Quick lube outlet (In$):Less than 10

11-15

16-2021-25

26-30

more than 30


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11) You change the oil of your vehiclewhen it has travelled :

< or = 5000

5001-6000

6001-7000

7001-9000

9001-13000

After 13000 kms


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12) Rate the behaviour that most suits you:

1---------- I regularly change the oil

2---------- I try to change it regularly

3---------- Neither I regularly changenor seldom

4---------- Occasionally5---------- I seldom change it


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13) How many minutes would you like togive for your vehicle to be oiled :

Less than 5

6-10

11-15

16-20

21-25

26-31


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14) Please rate the following statements to indicate what a GOOD QUALITYoil change means to you?Strongly Agree Strongly Disagree5-------- 4-------- 3------- 2-------- 1

a) a broad choice of oil types & brands __ __ __ __ __

b) perceived improvement in theperformance of my car __ __ __ __ __

c) job done quickly __ __ __ __ __

d) cleanliness __ __ __ __ __

e) a thoroughly inspection andinform me of possible problems __ __ __ __ __

f) no pressure to purchase additional

products/ services __ __ __ __ __

g) others, please specify: ___________________________________________.


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15) Rate the followingamenities :Free Newspaper Extremely Imp 1---------2-------3--------4--------5Not ImpAbility to shop while Extremely Imp 1---------2-------3--------4--------5Not ImpFree Coffee Extremely Imp 1---------2-------3--------4--------5

Not ImpAbility to stay in your car while it is being serviced

Extremely Imp 1---------2-------3--------4--------5Not ImpComfortable waiting room

Extremely Imp 1---------2-------3--------4--------5Not ImpMagazines

Extremely Imp 1---------2-------3--------4--------5Not ImpTakeaways for children

Extremely Imp 1---------2-------3--------4--------5Not Im


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16) What additional amenities would u like to have while yourvehicle is being serviced

Please Specify _______________________

17) How will you rate our staff members?a) friendly and professional ____

b) courteous ____ c) knowledgeable ____d) helpful ____e) trustworthy ____f) clean, neat/ well dressed ____ g) others, please specify: __________________________.

18) At what time you will prefer to get your vehicle get services?day___________ time_________am/pm


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19) Which section of newspaper youread? (Answer in Yes orNo)

Front page ________ Front and Back page ________

Sports column ________

Business page ________

Local news ________

Classifieds ________


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20) What is yourage group?20-30 _____30-40 _____

40-50 _____50-60 _____60 or more _____

21) Gender: Male _______ Female _______22) What is your yearly income(approximate)?

____ $35000


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Delta Oil Outlet Questionaire design

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