HINOPAK MOTORS LIMITED

(Product Support Division)

CUSTOMER SATISFACTION INDEX (CSI) SURVEY - 2011

Dear Hino Customer! At Hinopak, customer is our top priority. Company always welcome, customer's feedback for improvement in our system and product. Kindly spare some time, tick an appropriate box of Survey Form and dispatch the form to us or hand over to our Representative in your area and get a beautiful gift. Your feedback will help us in improving customer services and will bring benefits to all Hino users for better and longer vehicle operation.

1. How many Hino vehicle(s) do you have? Dutro FG FL SG FM AK FB Other 2. WHY DID YOU CHOOSE HINO VEHICLE? a) Due to Good Price b) Dealer or Company Location c) Superior Specifications d) Best After Sales Support e) High Resale Value f) Availability of Parts g) Good Advertisements h) Sales Representation i) Any Other Reason: 3. ATTITUDE & ATMOSPHERE From where did you purchase the vehicle: Hino Dealer Investor a) Did you like Office atmosphere Excellent Good Poor b) Attitude of Sales Manager Excellent Good Poor c) Attitude of Sales Representatives & Staff Excellent Good Poor d) Information provided by Sales Staff Excellent Good Poor 4. ON TIME VEHICLE DELIVERY a) Time taken to deliver Hino Vehicle Excellent Good Poor b) Service and Warranty Information Excellent Good Poor 5. VEHICLE RUNNING PERFORMANCE a) Pick-up Excellent Good Poor b) Gradability (Climbing ability) Excellent Good Poor c) Fuel Economy Excellent Good Poor d) Cabin Visibility Excellent Good Poor e) Comfortable Cabin Excellent Good Poor f) Engine Efficiency Excellent Good Poor 6. AFTER SALES SUPPORT a) Support of Mobile Workshop Excellent Good Poor b) Warranty Service Excellent Good Poor c) Speed of Service and Delivery of parts Excellent Good Poor d) Hino Mechanic's Skills and Cooperation Excellent Good Poor 7. DEALER SUPPORT From where did you get your vehicle repaired? At Dealer At Road Mechanic Own Workshop if Dealer, specify the Dealer Name a) Dealer's Attitude Excellent Good Poor b) Dealer's regular contact with Customers Excellent Good Poor c) Dealer's Mechanics' Skill Level Excellent Good Poor d) Dealer's Location Excellent Good Poor e) Dealer Repair Charges Excellent Good Poor 8. GENUINE SPARE PARTS a) Spare Parts Shop Availability Yes No b) Repeat purchase of Spare Parts Yes No c) Quality of Genuine Parts Excellent Good Poor d) Availability of Genuine Parts Excellent Good Poor e) Price of Genuine Parts Excellent Good Poor 9. ANY MAJOR COMPLAINT/FEEDFBACK If you have any major complaints, please write down: 1) 2) Name Address Phone/Mobile No. Thank you for filling out the survey.