Does Not Include Responses or Data
CUSTOMER SATISFACTION SURVEY ON PRODUCT, SALES & AFTER SALES-SERVICES OF UNITED DIESEL
Objectives :
1. To establish the Overall Customer Satisfaction Index
2. To find out Customer Satisfaction on product
3. To find out Customer Satisfaction on Sales processes
4. To find out Customer Satisfaction on After Sales- Service aspects
(Greet the customer “Good Morning Sir” and say “ I am-------- from AC Neilson, I understand you are involved in transport business and I am here to take your opinion about the vehicles you are using and it’s service aspects” Give a pass for the respondent to think and continue as “can I take 20 minutes, sir”. If not given ask for a fresh appointment and meet on the appointment date)
If agrees -continue….
Name of Customer:
Address:
Contact Nos: Mobile:___________ Landline:_____________
(Strictly, fill this by obtaining Business card or ask from the respondent and fill)
1) Brands of vehicles own by the respondent (Pl Tick) (Prompt if necessary)
1 TATA BUS/PICK UP/TRUCK
2 NISSAN TRUCKS
3 RENAULT TRUCKS
4 TATA DAEWOO TRUCKS
5 MERCEDES TRUCKS
6 VOLVO TRUCKS
7 MAN TRUCKS
8 SCANIA TRUCKS
9 HINO TRUCKS
10 IVECO TRUCKS
(Terminate the interview if the answer is ‘NO’ for the questions 1 or 2or 3 or 4. If ‘YES’ to any one of it, Continue)
2) Please rate the BRAND of vehicle according to its performance -In the scale of 1 to 10, 1 being the least and 10 being the highest performance-(Encircle)
1 TATA BUS/PICK UP/TRUCK 1 2 3 4 5 6 7 8 9 10
2 NISSAN TRUCKS 1 2 3 4 5 6 7 8 9 10
3 RENAULT TRUCKS 1 2 3 4 5 6 7 8 9 10
4 TATA DAEWOO TRUCKS 1 2 3 4 5 6 7 8 9 10
5 MERCEDES TRUCKS 1 2 3 4 5 6 7 8 9 10
6 VOLVO TRUCKS 1 2 3 4 5 6 7 8 9 10
7 MAN TRUCKS 1 2 3 4 5 6 7 8 9 10
8 SCANIA TRUCKS 1 2 3 4 5 6 7 8 9 10
9 HINO TRUCKS 1 2 3 4 5 6 7 8 9 10
10 IVECO TRUCKS 1 2 3 4 5 6 7 8 9 10
3) Out of available brands, please sort out your preference according to its VALUE FOR MONEY (Pl number up to available number of brands only with 1 being the most preferred and so on)
1 TATA BUS/PICK UP/TRUCK
2 NISSAN TRUCKS
3 RENAULT TRUCKS
4 TATA DAEWOO TRUCKS
5 MERCEDES TRUCKS
6 VOLVO TRUCKS
7 MAN TRUCKS
8 SCANIA TRUCKS
9 HINO TRUCKS
10 IVECO TRUCKS
4) Would you recommend the following BRANDS to others?
1 TATA BUS/PICK UP/TRUCK YES NO
2 NISSAN TRUCKS YES NO
3 RENAULT TRUCKS YES NO
4 TATA DAEWOO TRUCKS YES NO
If ‘NO’ for any of 1 to 4 points above, ask the reason, why (Probe and record the verbatim)
5) Please rate your sales experience with the following distributor of respective brands- In the scale of 1 to 10, 1 being the least and 10 being the highest performance-(Encircle)
(Please terminate the interview if the respondent could not remember the Distributor of the brand of vehicles he posses)
1 UNITED DIESEL Tata/Renault/Nissan/Tata Daewoo 1 2 3 4 5 6 7 8 9 10
2 GARGHASH ENTERPRICES MERCEDES TRUCKS 1 2 3 4 5 6 7 8 9 10
3 FAMCO VOLVO TRUCKS 1 2 3 4 5 6 7 8 9 10
4 UNITED MOTORS MAN TRUCKS 1 2 3 4 5 6 7 8 9 10
5 AL SHRAWI EQUIPMENTS SCANIA TRUCKS 1 2 3 4 5 6 7 8 9 10
6 AL FUTTAIM MOTORS HINO TRUCKS 1 2 3 4 5 6 7 8 9 10
7 IVECO TRUCKS IVECO TRUCKS 1 2 3 4 5 6 7 8 9 10
(Mention, “Now I would ask some specific questions about UNITED DIESEL sales experience and continue the following)
6) Please rate the following in a 10 point scale with 1 being the least & 10 being the HIGHEST on various steps of sales process experienced with UNITED DIESEL sales staff?
5 – High Apologize, put the customer at ease, tell him you are here to help him and ask him to explain his concern to find a possible solution.
This is where the survey would be beneficial giving the employees different perspectives of each individual customer that they help. Another way in which this could helpful is, we could see how satisfied the customers were with their car buying experience. A more satisfied customer would be more willing to refer others including family and friends to the CarMax which would increase our profits. However, we prefer to make subtle changes with CarMax because CarMax has already been named to the FORTUNE 100 Best Companies to Work For® eleven years in a row (Fortune). It’s obvious that their employees are happy with their company we would just like to make some minor improvements to help further improve employee motivation. With our techniques we believe that CarMax can move up to number 1 of this
[Accessed: 20 Feb 2014]. Appendix Interview questions How long have you been a manager at this business for? Do you have a degree in management or a qualification in it? Have you received any managerial training in this job or a previous job? How long did it take you to become a manager?
Kiley, David. Driven: Inside BMW, the Most Admired Car Company in the World. Hoboken, NJ: John Wiley, 2004. Print.
This chapter will discuss about the solution to the issues in previous chapter. This chapter will explain about the step or procedure that needs to be taken by Yamato Transport (TA-Q-BIN) in order to solve or reduce the problem. For services quality issues TA-Q-BIN have to improve the customer satisfaction in order to increase the quality of their services. Yamato also need to recruit more staff to solve under staff issues.
Scentsy’s marketing and advertising strategies are related, but not the same. The advertising strategy is made up of tactics and methods Scentsy will employ to carry out the marketing plan. There strategic advertising plans include promotional efforts that build public awareness of the business and its products. Once the Scentsy consultant has created awareness of the product, they will then be able to use the various advertising media and channels necessary to effectively communicate the message to customers. Scentsy has very strict guidance on how a consultant can promote and advertise. They do this to insure that every consultant stays with in the companies’ core values and mission statement, which is “To bring value to the world by providing an industry-leading, family-friendly business opportunity selling creative, artistic, high-quality products that warm the heart, enliven the senses, and inspire the soul (Scentsy Inc., 2012, p. 1).” Scentsy is a member of the direct selling association and follows their ethic and core values to sale and market their products, each consultant must adhere to these practices in order to ensure that advertising stays in-line with Scentsy’s marketing goals (Direct Selling Association, 2013).
Being in the government sector the research for customer satisfaction was focused on governmental agencies and the aspects associated with those agencies. Most citizens have a preconceived idea about government agencies and I wanted to see if those preconceived ideas were based on real experiences. This was done by researching and finding results either supporting or contradicting this notion. According to Tom Schoop the government does as well as any big company as far as customer satisfaction. (Schoop 2006) I work for a contractor, ResCare that is assigned by the Dallas County Texas Workforce Board to operate the Dallas County Workforce Centers and run the associated state and federal programs assigned to the Dallas County Workforce Centers. I will begin by identifying three governmental agencies and providing results found during the research. I will then link these results to the customer satisfaction ideals and practices of ResCare. Finally, I will discuss possible recommendations for ResCare to improve customer satisfaction.
Customer survey is one of the toughest and mind boggling task many fear doing, especially those who provide services to customers. There have been debates on the best method to be used in ensuring that the survey is accurate. Different methods have been proposed concerning the accuracy of some of the methods used, and no proper consensus reached on the method to use. Different business uses different methods, but in the recent past many surveys have been done using the Likert Scale Questionnaire Method. This technique has been found to boost the level of accuracy because it is a psychometric tool. Likert Scale measures attitudes, beliefs, and opinions by allowing those surveyed to indicate their degree of agreement or disagreement in a multiple choice formats (Likert, 1932). Even though very difficult to construct, there have been positive comments about its accuracy. Likert Scaling is also praised on its ease with data interpretation and computing (LaMarca, 2011), making Likert Scaling the best option to be used by many businesses trying to find out what the customers think of their operation. With all talks and debates about Likert Scaling, it is important to see how it is used in a survey by analyzing how to construct its can be properly constructed.
Answer all calls on time: Most of the clients are annoyed with call taking too long and going unanswered. One of the best practices in the call centre customer experience is to answer calls by the third ring. Where possible set a self- serve service where customers can get solutions from automated services. This frees the call centre agents to take care of issues that are not too common.
...ough quality or enough service, satisfaction will result. However, we have evidence to support that quality and service alone can not produce recurrent satisfaction. Satisfaction is a distinct and separate issue.
Consumers have become more business savvy, and they don’t assess a substantial amount of value on the traditional, high-pressure and manipulative sales methods that have been so prevalent in the past. In fact, there have been a number of consumers who admit that they have decided not to use a certain vendor due to a negative sales experience. The contemporary consumer places a significant amount of ...
The second objective was to explore the learning satisfaction level of the students in the experimental group using DRTA strategy in reading the text. The data for the questionnaires was collected through Likert scale with five points; the rating scale is as follows: 5- Strongly agree, 4- Agree, 3- Neither agree nor disagree, 2- Disagree, and 1- Strongly disagree (Vagias, W.M, 2006). The questionnaire was administered after the intervention to the experimental group. Mean and standard deviation was computed for all the statements. The result was presented in table 4.4
My mission is to find out which of three trucks has the best after-market potential.
Customer Participation in Service Delivery INTRODUCTION Service delivery is an interactive and dynamic process which involves participation between the service organization, the service provider and the customer. According to Lovelock and Young (1979), customer participation can raise organizational productivity and efficiency and improve service performance. The principle behind this notion is that customers can fulfill some of the employees current functions thereby reducing the service providers perceived workloads. There are five main characteristics (participation, intangibility, heterogeneity, simultaneity and perishability) of the process which are unique to service delivery and can impact on the level of participation that is required from a customer in order to add value to the service encounter (Claycomb, 2001).
Toyota as a global company was able to present its sensitivity to the needs and requirements of the countries in the region, it would add features for SUV cars to run in off-road or in the desert, it is has successfully delivered a car for each customer who is concerned about quality, safety, and also budget. When the recall news hit UAE, the company quickly worked with government to ensure and evaluate the need of doing similar action,