Research Questionnaire

Dear Sir / Madam,

I am a student of MBA of Gujarat Technological University. I am conducting research on
Customer Relationship Management of Hiloni Stock Broking Pvt. Ltd. The information provided
by you will be kept confidential and will be used for educational purpose only

1. Why have you chosen Hiloni as your stock broker?

a. Relationship [ ]
b. Reference [ ]
c. Incentives [ ]
d. Proximity [ ]
e. Others _______________
(Please specify)

2. For how many years, have you been trading with Hiloni?
a. ________ years

3. Rank the services in order of your priority

a. Telephone Trading [ ]
b. Online Trading [ ]
c. Margin Limit [ ]
d. Prompt Payment [ ]
e. SMS Alerts [ ]
f. Advisory Services [ ]

4. What is the best feature of the services provided by Hiloni?

__________________________________________________________________

5. What is the deficiency in services provided by Hiloni?

__________________________________________________________________

6. Is the staff of Hiloni co-operative?

a. Yes [ ]
b. No [ ]
7. When you face any problems, are they resolved quickly and satisfactorily?
a. Yes [ ]
b. No [ ]
8. How do you rate the services provided by Hiloni?
a. Excellent [ ]
b. Good [ ]
c. Average [ ]
d. Poor [ ]
e. Very Poor

9. What are your suggestions to improve services?

______________________________________________________________________________
______________________________________________________________________________

10. Do you want to change your broker?

a. Yes [ ]
b. No [ ]
11. If yes, then why?
______________________________________________________________________________

_________________________________________________________________
Personal Details

12. Name: ________________________________________________________

13. Client ID: _____________________________________________________

14. Contact Number: _______________________________________________

15. Email ID: _____________________________________________________

16. Age: ______ years

17. Gender: Male [ ] Female [ ]