Customer Voice

FJB Customer Voice - Setup Survey

Hello:
You are invited to participate in our survey on the Customer Voice Project. In this survey, you as a brand manager will be asked to complete a survey that asks questions about the importance of various aspects of service. It will take approximately 8 minutes to complete the questionnaire.

If you have questions at any time about the survey or the procedures, you may contact Glen at 65087793 or by email at the email address specified below.

Thank you very much for your time and support. Please start with the survey now by clicking on the Continue button below.

Which brand are you from?

Please rate the following questions under "APPROACH" according to their perceived importance to your business/brand:

Did the staff greet you within 10 seconds?

Did the staff smile & maintain eye contact as they approached?

Did the staff demonstrate a welcoming personal disposition?

Did you feel welcome?

"As I was stepping into the store, the staff..." (Qualitative)

What other questions (if any) do you think are important to ask for "APPROACH"?

Please rate the following questions under "APPEARANCE" according to their perceived importance to your business/brand:

Was the staff's dressing befitting of the organisation's image?

Was the staff's personal grooming neat and tidy? (i.e. neat hair, appropriate make-up, clean fingernails, etc)

Were you satisfied with the appearance of the staff?

What other questions (if any) do you think are important to ask for "APPEARANCE"?

Please rate the following questions under "AMBIENCE" according to their perceived importance to your business/brand:

Was the environment (eg. shop floor and / or fitting room) neat and tidy?

Did the displays, showcases, signage, brochure racks and poster frames look appealing?

Were the display labels accurately displayed?

Could the prices of the products be easily obtained?

Were the products sufficiently stocked?

Did the ambience help to create a pleasant shopping experience for you?

"As I was browsing in the store, I noticed that..." (Qualitative)

What other questions (if any) do you think are important to ask for "AMBIENCE"?

Please rate the following questions under "ATTITUDE" according to their perceived importance to your business/brand:

Did the staff introduce himself / herself at any point during the conversation?

Did the staff make an effort to understand your needs?

Was the staff able and willing to share information about the products / services offered?

Was the staff able to handle your objections?

Did the staff share with you the current promotions that the store has?

Did the staff suggest what you could do if you needed further assistance?

Was assistance readily available?

What other questions (if any) do you think are important to ask for "ATTITUDE"?

Please rate the following questions under "ACQUISITION" according to their perceived importance to your business/brand:

How long did you have to wait before you were attended to at the point-of-sale? (in minutes)

Did the staff / cashier express enthusiasm when he assisted you with the payment of your purchase?

(For Cash Payment) Was the staff / cashier explicit about the purchase amount, the amount received, and the change that is due to you?

(For NETS Payment) Was the staff / cashier explicit about the purchase amount and requested for the PIN in a professional manner?

(For Credit Card Payment) Was the staff / cashier explicit about the purchase amount and requested for the customer's signature in a professional manner?

Did the staff / cashier give and receive all items using both hands?

Did the staff / cashier thank you after the payment was made?

Were you satisfied with the service provided at the cashier counter?

"As the staff / cashier was processing the transaction, the staff / cashier said/did..." (Qualitative)

What other questions (if any) do you think are important to ask for "ACQUISITION"?

Please rate the following questions under "AFTERSALES" according to their perceived importance to your business/brand:

Did the staff end the visit on a positive note?

Were you pleased with the manner in which the staff ended your visit?

"As I was about to leave/leaving the store, the staff said/did..." (Qualitative)

What other questions (if any) do you think are important to ask for "AFTERSALES"?

Please rate the following questions under "ADVOCACY" according to their perceived importance to your business/brand:

Based on your overall shopping experience (in terms of the various service attributes), will you return to this store?

If "Yes", I enjoyed shopping at the store because...(Qualitative)

If "No", after my shopping experience, I feel that the store should improve on...(Qualitative)

ased on your overall shopping experience (in terms of the various service attributes), will you recommend this store to someone else?

What other questions (if any) do you think are important to ask for "ADVOCACY"?

Are there any other types of information you would like to capture from the Customer Voice survey? Please be detailed in terms of what category it would fall under, and give examples of the questions you would like to ask: