Mercantile Solutions PVT. LTD.

1. How did you come to know about Mercantile PC?

Radio

Internet

Newspaper

Friends

Other (Please specify):

PRODUCT QUALITY & PERFORMANCE:

2. Please mark in check box:	Strongly Agree	Agree	Some how Agree	Disagree
a. Mercantile PC is reliable
b. Price of Mercantile PC is affordable
c. The performance of Mercantile PC is satisfactory
d. The performance of Mercantile PC is as good as other international branded PC
e. The performance of Mercantile PC is same as locally assembled PC
f. Mercantile PC has been assembled with good quality components
g. There is no problem in any parts and its performance of Mercantile PC
h. Price of the Mercantile PC is competitive than other branded PCs

3. Overall rating of product quality and performance of Mercantile PC

Comments if any

4. Please evaluate MSPL's performance
	Excellent	Very Good	Good	Average	Poor
On time delivery
Product quality / Performance
Warranty
After sales support
Product Information (Safety,installation,handling instructions)
Service quality
Service response
Confidence of service engineer
Responsiveness of service engineer
Accessibility of service engineer
Importance of role in your business performance and improvements

5. Please mark √ , if you encountered any problem/s as listed below.
Restart / Power Switch
Disk insertion / eject
Floppy drive
CD ROM drive
Hard disk drive
Intermittent hanging
Auto shutdown
Monitor flicking
Memory
Slow performance
Software incompatibility
Modem problem
Problem specify other (If any):
Comments:

MSPL SERVICE

6. Please mark in check box:	Strongly Agree	Agree	Some how Agree	Disagree
a. Easy to get hold of the right service engineer
b. The service engineers are professional and confident
c. Average time taken to solve the problem is within stipulated time of 24 hours
d. Service engineers are friendly and courteous
e. Service is available at any time
f. Service engineers solved the problem within reasonable time

7. Overall rating of service quality of MSPL

Comments if any

8. How many times did you seek support during warranty period?

Times

Comments(Purpose of visit):

9. Average time taken to solve problem by MSPL engineers
Less than 1 hrs.	Less than 2 hrs.	Less than 3 hrs.	Less than 4 hrs.	More pls. specify
Please mention the problem:

10. How many times have you contacted the help desk for assistance?

Times

11. Are the service engineers able to solve your problem?

Yes No

12. If not, was there any follow-ups so that your problem was ultimately solved.

Yes No

13. How would you rate the help desk service overall

14. When calling MSPL during office hours how often did the right person respond?
Always	Sometimes	Never

15. Have your tried other PCs before purchasing Mercantile PC?

Yes No

16. if yes, Why were you interested to purchase Mercantile PC?

17. Are you interested to puchase MSPL product / service again?

18. If you are not interested to purchase MSPL product again, who could be the best alternative company / product.(Best alternative)

Please specify reason(Price, Support,etc..)

19. Would you recommend others to purchase Mercantile PC?

20. Will you continue working with MSPL?

21. Provide at least 2 suggestions to improve our product & services

22. Did your confidence in MSPL grow or decline as a result of this survey?
Increase	Decrease	Can't Say

On be half of customer
Date:

Name:
Your System ID or MSPL ID(Any Component):