Independent Strength throughIndependent Knowledge

HOW WOULD YOU LIKE YOUR INDEPENDENT RETAIL BUSINESS TO BE BETTER SERVICED?This is the important fourth year of our annual industry service satisfaction survey, with your valued knowledge and assistance you can make a big difference to the way your Independent Retail business is supported by the major trade suppliers.

In a time of economic challenges and market share domination, supplier support with a point of difference is of paramount importance. Independent Pulse is a totally independent research initiative providing a unique resource in achieving better service to the Australian Independent Retailers.

YOUR VOICE will be heard along with that of others from around the country, who all seek improved field services along with better Store Managers and Store Owners

and competitive options. Service improvements can be achieved for your business by simply providing us with your constructive feedback and rating your suppliers.

YOUR VOICE won’t go unheard and you will receive valuable insights gathered from this research through regular informative articles published within.

If you are one of the first 100 respondents to complete this important Top 50 FMCG Grocery survey, you or your staff social club will automatically WIN a $50 Myer Gift Card, and you could also be the ONE lucky respondent to WIN a $1,000 Myer Gift Voucher.

BE HEARD and complete our 30-minute survey to improve the service that your business receives!

In conjunction with Retail World, Independent Pulse will publish informative articles, ensuring independent grocery retailers are kept informed of the results of this important research initiative.

This is your annual opportunity to have your say and improve the service your business receives. If you require any additional copies of the Independent Pulse survey, please contact Tas at our office either by phone on +61 412 156 042 or email tas@pulseplus.com.au

USE THIS RATING SCALE TO IMPROVE SERVICE TO YOUR BUSINESS

Wherever you see the RATE icon, use the scale below to answer the questions that follow.

1 = Extremely Satisfied (Totally satisfied with service and adds value to the business).

2 = Very Satisfied (Satisfied with service, little need for improvement).

3 = Somewhat Satisfied (Service meets minimum requirements and needs improvement).

4 = Dissatisfied (Service is unsatisfactory and does not meet requirements).

5 = Very Dissatisfied (Service is unsatisfactory and is detrimental to the business).

Question 4A: When considering recent major Beverage & Snackfood promotional activities within your business, please nominate the most effective promotion and how

it benefited your business.

Supplier: ___________________________________ Promotion: _____________________________________________ Brand: ________________________

Supplier Name: __________________________________________________________________________________________________________________

4B: When considering recent major Beverage & Snackfood marketing campaigns, please nominate the campaign that most effectively captured CONSUMER awareness

and uptake for your business.

Supplier Name: _______________________________________________________ Brand: _____________________________________________________

Question 5: Thinking about the Service Providers that you deal with, tell us about the companies that you MOST prefer to deal with and the REASONS why?

5A: Grocery Dry & Non-Food Name: ________________________________________ Reason: ____________________________________________________

5B: Beverage & Snack Name: _____________________________________________ Reason: ____________________________________________________

5C: Tobacco Name: ____________________________________________________ Reason: ____________________________________________________

5D: Food Brokerage Name: ______________________________________________ Reason: ____________________________________________________

Question 6: Thinking about the Service Providers that you deal with, tell us about the companies that you LEAST prefer to deal with and the REASONS why?

6A: Grocery Dry & Non-Food Name: ________________________________________ Reason: ____________________________________________________

6B: Beverage & Snack Name: _____________________________________________ Reason: ____________________________________________________

6C: Tobacco Name: ____________________________________________________ Reason: ____________________________________________________

6D: Food Brokerage Name: _______________________________________________ Reason: ____________________________________________________

Question 7: Tell us about you and your business. Please TICK the corresponding box for each question.

7A: Your Role. 7B: Gender. 7C: Age 7D: How many years have you worked in the Industry

Unit Manager Dept / Grocery / Store Manager Male Under 30 31 - 40 < 3 yrs 4 - 6 yrs 7 - 10 yrs

Purchasing Manager Owner Manager Female 41 - 50 Over 51 11 - 15 yrs 16 - 20 yrs > 20 yrs

Other (please nominate):

7E: What is the annual turnover of your primary business outlet. 7F: Please tell us about where your primary business 7G: Do you belong to a (Please TICK the corresponding box). place. (Please TICK the corresponding box). BANNER GROUP?

Up to $5m $20m to $25m Free Standing Store Yes

$5m to $10m $25m to $30m Shopping Strip No

$10m to $15m Over $30m Shopping Centre/ Mall If YES please NOMINATE:

$15m to $20m Do Not Know Other

Question 8A: What is the Postcode of your PRIMARY business? ___ ___ ___ ___ 8B: If you have MULTIPLE outlets, please nominate the number of outlets.

8C: Please nominate your OTHER outlets’ postcodes ___ ___ ___ ___ ___ ___ ___ ___ ___ ___ ___ ___ ___ ___ ___ ___ ___ ___ ___ ___

To be eligible to enter into our prize draw for your chance to WIN one of 100 Myer Gift Cards, please answer Question 9 below:

Question 9: When considering product promotional activity in your business, what are the most important factors influencing your decision to actively participate?

Please consider ALL the factors below, then RANK from 1 to 3 in importance 1 = Most Important <-------------------------------------------------> 3 = Least Important

9A: Strong media support for the promotion 9B: Bonus pack size offer of a bestselling brand 9C: Solid consumer “win a prize” competition support

For the purpose of notifying you if you are a prize winner, please include your name, phone number and/or e-mail address. To qualify for the Prize Draw, Questionnaires

must be completed in full and returned by Friday 14th of October 2011.

Name: _______________________________________________________________________________ Phone Number: ( ____ ) _______________________

E-mail: ___________________________________________________________________________________ (where possible winners will be notified via email)

Question 10: Would you be interested in participating in future paid surveys? Please tick. Yes

Please return this survey via reply Paid Post to: Independent Pulse, REPLY PAID 58, Potts Point, NSW, 1335 (no stamp required).

Thank you for participating in this survey. The information you have provided will assist service providers and wholesalers to further develop their relationship with you. All responses will be treated confidentially. At no time

now or in the future will specific individual details be published, released or disclosed in any way.

Independent Pulse Grocery Survey 2011 - ©Pulse Pulse 2011 - ACN 124 524 090/2011

NOW IN OUR

4THYEAR

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To improve the service you receive from suppliers, please tell us about Call Cycle and the level of Satisfaction with the listed service attributes.

1A: How frequently does a supplier rep/merch call on your business, please write for WEEKS either 1-2-4-6-8 or 12, or O for Occasionally, N for Never or DR for Don’t Range

Please give your satisfaction rating for each supplier rep/merch on the attributes listed. Enter a rating number for ALL suppliers by using the 5 point scale below;1 = Extremely Satisfied, 2 = Very Satisfied, 3 = Somewhat Satisfied,4 = Dissatisfied, 5= Very Dissatisfied

Rate your Supplier Rep using the same 5 point scale

Service Provider Call Cycle in weeks

1B: How satisfied are you with the Supplier Rep call cycle

1C: Supplier Repprovides detailedinformation ontheir products,pricing & deals

1D: SupplierRep effectivelymerchandises,rotates stock and organises suggested orderswhen necessary

1E: Does SupplierRep assist withplan-o-gramchanges andprovide valuableshelf management advice?

1F: SupplierRep deliverscommitments onagreed plans andacts with integrity

1G: SupplierRep understandsmy business bytailoring activities& continually looks for ways to assist with sales & profit

1H: How Satisfied are you overallwith SUPPLIERREP

GROCERY DRY & NON-FOOD SERVICE PROVIDERS Please use the above 5 points to complete each box.

1. Arnott’s Campbell (Shapes, Country Ladle, V8)

2. Beiersdorf (Nivea, Elastoplast)

3. Cerebos Foods (Gravox, Saxa)

4. Clorox (Glad, Chux)

5. Colgate-Palmolive (Cold Power, Soft as Soap)

6. CSR (Sugar Australia)

7. Cussons (Duo, Morning Fresh)

8. Decor

9. Energizer (Banana Boat, Schick)

10. GlaxoSmithKline (Panadol, Ribena)

11. Heinz Watties (Greenseas, Golden Circle)

12. Johnson & Johnson (Band Aid, Listerine, Carefree)

13. Kellogg (Nutri-Grain, LCM’s)

14. Kimberly Clark (Huggies, Kleenex)

15. Kraft Foods (Vegemite, Oreo)

16. L’Oréal Australia (Garnier, Maybelline)

17. National Foods (Berri, Zooper Dooper)

18. Nestlé (Milo, Allen’s, Purina)

19. Manassen Foods (Sun Beam, Sharwoods)

20. Mars Food (Dolmio, Masterfoods)

21. Mars Petcare (Pedigree, Whiskas)

22. Multix (Tiger, Alfoil)

23. Murray Goulburn (Devondale)

24. Procter & Gamble (Pantene, Vicks)

25. Reckitts Benckiser (Nurofen, Finish)

26. Riviana Foods (Always Fresh, Admiral)

27. Sanitarium (Up & Go, Weetbix)

28. San Remo (San Remo)

29. Sara Lee (Kiwi, White King)

30. SC Johnson (Duck, Windex)

31. SCA (Sorbent, Libra)

32. Simplot (Edgell, Leggo’s, John West)

33. Unilever (Lipton, Omo)

1I: When considering the above service providers attributes 1B 1C 1D 1E 1F & 1G RANK which THREE are the most important to your business?

TOBACCO SERVICE PROVIDERS Please use the above 5 points to complete each box.

34. British American Tobacco

35. Imperial Tobacco

36. Phillip Morris

1J: When considering the above tobacco service attributes 1B 1C 1D 1E 1F & 1G RANK which THREE are the most important to your business?

Independent Strength Through Independent Knowledge

1. 2. 3.

1. 2. 3.

Independent Pulse Grocery Survey 2011 - ©Pulse Pulse 2011 - ACN 124 524 090/2011

Service Satisfaction Survey 2011

Question 2A: When considering recent major Grocery promotional activities within your business, nominate the most effective promotion and how it benefited your business.

Supplier: ________________________________ Promotion: ______________________________________________ Brand: ________________________

Benefit: ________________________________________________________________________________________________________________________

2B: When considering recent major Grocery marketing campaigns, nominate the campaign that most effectively captured CONSUMER awareness and uptake for your business.

Supplier: ________________________________________________________________________________________ Brand _________________________

2C: Please TICK top THREE categories providing the greatest contribution to sales and profitability in your business:

Fresh Meat & Deli Chilled & Dairy/Frozen Dry Goods

Health & Beauty Tobacco Liquor Other, please mention: ________________________

2D: How often do you read Retail World? (Tick ALL that apply)

Fortnightly Monthly Bi-Monthly Occasionally

Don’t see one Other: __________________________________________________________________________________________

2E: Do you get your own copy of Retail World and/or is it circulated through the organisation? Own Circulated

If circulated, to whom? (Tick ALL that apply)

Staff Colleague State Manager National Manager

Director/Owner Business Partner Other: _________________________________________________________________

2F: Does Retail World affect your business decisions? Yes No

If yes, how please tick three of the following

New Product awareness Trade News / Retail Updates Media Campaign Awareness Category Reviews

Business Reviews Product Advertising

To improve the service you receive from suppliers, please tell us about Call Cycle and the level of Satisfaction with the listed service attributes.

3A: How frequently does a supplier rep/merch call on your business, please write for WEEKS either 1-2-4-6-8 or 12, or O for Occasionally, N for Never or DR for Don’t Range

Please give your satisfaction rating for each supplier rep/merch on the attributes listed. Enter a rating number for ALL suppliers by attribute using the 5 point scale below;1 = Extremely Satisfied, 2 = Very Satisfied, 3 = Somewhat Satisfied,4 = Dissatisfied, 5= Very Dissatisfied

Rate your Supplier Rep using the same 5 point scale

Service Provider Call Cycle in weeks

3B: How satisfied are you with the Supplier Rep call cycle

3C: Supplier Repprovides detailedinformation ontheir products,pricing & deals

3D: SupplierRep effectivelymerchandises,rotates stock and organises suggested orderswhen necessary

3E: Does SupplierRep assist withplan-o-gramchanges andprovide valuableshelf management advice?

3F: SupplierRep deliverscommitments onagreed plans andacts with integrity

3G: SupplierRep understandsmy business bytailoring activities& continually looks for ways to assist with sales & profit

3H: How Satisfied are you overallwith SUPPLIERREP

BEVERAGE & SNACK SERVICE PROVIDERS Please use the above 5 points to complete each box.

37. Coca-Cola (Mt. Franklin, NesTea)

38. Ferrero Aust. (Nutella, Tic Tac)

39. Frucor (V, Evian, Moccona)

40. Lindt & Sprungli (Lindor)

41. Mars Confectionary (Milky Way, Starburst)

42. Pure & Natural (P&N) (Frantelle, Pop Tops)

43. Schweppes Beverages (Spring Valley, Solo)

44. Smiths Snackfoods (Red Rock Deli, Twisties)

45. Snack Brands (Samboy, Thins, CCs, Cheezels)

46. Stuart Alexander (Mentos, Guylian, Tabasco)

47. Wrigley (Extra, Hubba Bubba)

FOOD BROCKERAGE SERVICE PROVIDERS Please use the above 5 points to complete each box.

48. AMC (Strikeforce)

49. Bailey Sales & Marketing (Powerforce)

50. Club Sales

51. Creative Activation

52. Crossmark

53. Liaise Marketing

54. Masterbrokers

55. Retail Merchandising Services (RMS)

56. Strategic National

57. Team works

3I: When considering the above brockerage service attributes 3B 3C 3D 3E 3F & 3G RANK which THREE are the most important to your business? 1. 2. 3.

Independent Pulse Grocery Survey 2011 - ©Pulse Pulse 2011 - ACN 124 524 090/2011

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