star ceramic survey

8/10/2019 Star Ceramic Survey

http://slidepdf.com/reader/full/star-ceramic-survey 1/38

1

1.

Scope of the Study:

This report is about the Measurement of Customer loyalty of Star Ceramic LTD. The focus of

this report is mainly on the Customer loyalty of Star Ceramic LTD.

2.

Literature Review:

Customer’s loyalty has been defined in very much similar ways by most of the researchers. They

have said that it is comprised of customers’ attitudes and behaviors. Components of attitude are

represented through repurchase intention, purchasing additional products or services from the

same company, willingness to recommend the company to others, demonstration of commitment

to the company by resisting to switch to another competitor (Cronin & Taylor, 1992; Prus&

Brandt, 1995; Narayandas, 1996; Pearson 1996; Gremler& Brown, 1996 cited in Dhandabani,

2010 and Thakur, 2011), and willingness to pay a price premium (Zeithaml, Berry,

&Parasuraman, 1996 cited in Thakur, 2011). Alternatively the behavioral aspect represents

actual performing according to the loyal attitude (Feick, Lee, & Lee, 2001 cited in Thakur,

2011). It is actually a feeling of commitment of the consumer to a product, brand, marketer, or

services above and beyond that for the competitors in the market place, which results in repeat

purchase (Szymigin and Carrigan, 2001 cited in Thakur, 2011). On the other hand, according to

Bloemer& Kasper (1995) cited in Mosahab, et al. (2010) loyalty is interpreted as true loyalty

rather than repeat purchasing behavior, which is the actual re-buying of a brand, regardless of

commitment because customers, who are not loyal, can also demonstrate repurchasing behavior.

This may be due to switching costs, lack of perceived differentiation of alternatives, location

constraints on choice, time or money constraints, habit or inertia which are not related to loyalty(Bitner, 1990; Ennew&Binks, 1996 cited in Kheng, 2010).

High service quality often leads to favorable behavioral intention (Burton et al., 2003 cited in

Dhandabani, 2010). But loyalty is driven by satisfaction predominantly (Rust et al., 1995 cited in

Dhandabani, 2010) and therefore customer’s satisfaction measurements give a better indication



2

of future performance of service firms (Anderson and Fornell, 1999 cited in Dhandabani, 2010).

In case of service arena, loyalty is often termed as “observed behaviors” (Bloemer et al., 1999

cited in Mosahab, et al., 2010). Caruana (2002) cited in Mosahab, et al. (2010) opined behavior

as a full expression of loyalty to the brand and not just judgment. An operational definition often

refers to the first product or service which comes to the mind of a person, while making decision

for purchase. Meanwhile, Ostrowski et al. (1993) and Bloemer (1999) cited in Mosahab, et al.

(2010) refer it to the first product or service that a person chooses among products and services.

3. Objectives of the Study:

Broad Objective: The broad objective of this report is “Evaluation of Customer Loyalty of

Star ceramic ltd

Specific Objectives: The specific objectives of my internship report are given below:

To determine the level of loyalty of customer at Star ceramic ltd

COMPANYLtd.

To bring out the problems that customer faces.

To know how Star ceramic ltd. ensures the required service to the

customers.

4. Methodology:

Information was collected from both primary and secondary sources. The secondary sources are

Internet, Statistical report & Company annual report.

For collecting primary information from the customer a questionnaire was used.

Both primary and secondary data sources are used for completing this report.



3

Primary Sources:

Questionnaire

Secondary Sources:

Relevant books, newspapers, journals etc.

Star ceramic ltd published documents

Office circular and COMPANYexecutives

Web sites:-

www.starceramic.com/

www.customer loyalty.com

www.aiblannualreport.com

http://www.starceramic.com/


http://www.customer/

http://www.aiblannualreport.com/

http://www.aiblannualreport.com/

http://www.customer/




4

Chapter -3

Analysis and Discussion

CHAPTER-3: ANALYSIS AND DISCUSSION



5

Respondents Age:

20-30 years 16 53.33%

31-40 years 8 26.66%

41-50 years 5 16.66%

Above 50 years 1 3.33%

Total Respondents 30 100%

Figure: Respondents Age

In the above figure, 53.33% respondents are 20-30 years old, 26.66% respondents are 31-40

years old, 16.66% respondents are 41-50 years old and 3.33% respondents are above 50 years

old. So, maximum customer’s ages are 20-30 years.

53.33%

26.66%

16.66%

3.33%

20-30 years

31-40 years

41-50 years

Above 50 years



6

Respondents Gender:

Male 18 60%

Female 12 40%


Figure: Respondents Gender

60%

40%

Male

Female



7

In this above figure, 60% respondents are male and 40% respondents are female. So, maximum

customers are male persons.

Respondents Occupation:

Service Holder 11 36.66%

Businessman 8 26.66%

Housewife 5 16.66%

Others 6 20%


Figure: Respondents Occupation

36.66%

26.66%

16.66%

20%

Service Holder

Businessman

Housewife

Others



8

In this above figure, 36.66% respondents are service holder, 26.66% respondents are

businessman, 16.66% respondents are housewife and 20% respondent’s occupations are

different.

Q: 1 How professional is our company?

Extremely professional 6 20%

Very professional 10 33.33%

Moderately professional 7 23.33%Slightly professional 4 13.33%

Not at all professional 3 10%


Figure: Professional

In this above figure, 33.33% respondents say that our COMPANYis very professional, 23.33%

respondents say that our COMPANYis moderately professional, 20% respondents say that our

20%

33.33%23.33%

13.33%

10%Extremely professional

Very professional

Moderately professional

Slightly professional

Not at all professional



9

COMPANYis extremely professional, 13.33% respondents say that our COMPANYis slightly

professional and 10% respondents say that our COMPANYis not at all professional.

Q: 2 How convenient is our product to use?

Extremely convenient 11 36.66%

Very convenient 9 30%

Moderately convenient 8 26.66%

Slightly convenient 2 6.66%

Not at all well 0 0%


Figure: Convenient

37%

30.00%

26.66%

6.66%0%

Extremely convenient

Very convenient

Moderately convenient

Slightly convenient

Not at all well



10

In this above figure, 36.66% respondents say that our COMPANYis extremely convenient, 30%

respondents say that our COMPANYis very convenient, 26.66% respondents say that our

COMPANYis moderately convenient and 6.66% respondents say that our COMPANYis slightly

convenient. Most of the respondents say our COMPANYis extremely convenient because if we

compare with other Companys then we find that our COMPANYgive many facility to the

customer which are very good for attracting the customer.

Q: 3 How well do you feel that our company your need?

Extremely well 7 23.33%

Quite well 12 40%

Moderately well 6 20%

Slightly well 3 10%

Not at all well 2 6.66%


Figure: Identify Need

23%

40.00%

20.00%

10.00%7%

Extremely well

Quite well

Moderately well

Slightly well

Not at all well



11

In this above figure, 40% respondents say that our COMPANYidentifies their need quite well,

23.33% respondents say that our COMPANYidentifies their need extremely well, 20%

respondents say that our COMPANYidentifies their need moderately well, 10% respondents say

that our COMPANYidentifies their need slightly well and 6.66% respondents say that our

COMPANYidentifies their need not at all well. So, I can say, our COMPANYis able to identify

the customer needs.

Q: 4 Compared to our competitors, is our service quality better, worse or

about the same?

A great deal better 5 16.66%

Somewhat better 4 13.33%

About the same 8 26.66%

Somewhat worse 13 43.33%

A great deal worse 0 0%


17%

13.33%

26.66%

43.33%

0%

A great deal better

Somewhat better

About the same

Somewhat worse

A great deal worse



12

Figure: Service Quality

In this above figure, 43.33% respondents say that our Company’s service quality is somewhat

worse than other competitors, 26.66% respondents say that our Company’s service quality is

about the same to others, 16.66% respondents say that our Company’s service quality is a great

deal better and 13.33% respondents say that our Company’s service quality is somewhat better.

Here, maximum customers are not satisfied with our service quality compared with other

competitors. So, we have to improve our service quality.

Q: 5 Compared to our competitors, is our product rate higher, lower or

about the same?

A great deal higher 1 3.33%

Somewhat higher 3 10%

About the same 11 36.66%

Somewhat lower 9 30%

A great deal lower 6 20%


3%10.00%

36.66%30.00%

20%A great deal higher

Somewhat higher

About the same

Somewhat lower

A great deal lower



13

Figure: Interest Rate

Q: 6 Overall, how responsive have we been to your questions or concerns

about our service?

Extremely responsive 3 10%

Quite responsive 9 30%

Moderately responsive 10 33.33%

Slightly responsive 6 20%

Not at all responsive 2 6.66%


10%

30.00%

33.33%

20.00%

7%Extremely responsive

Quite responsive

Moderately responsive

Slightly responsive

Not at all responsive



14

Figure: Responsiveness

In this above figure, 33.33% respondents say that we are moderately responsive, 30%

respondents say that we are quite responsive, 20% respondents say that we are slightly

responsive, 10% respondents say that we are extremely responsive and 6.66% respondents say

that we are not at all responsive. Here, maximum customers say that we are moderate responsive.

So, we have to give more concern about our service.

Q: 7 Do you like our company neither like it, or dislike it?

Like a great deal 12 40%

Like a little 8 26.66%

Neither like nor dislike 5 16.66%

Dislike a little 4 13.33%

Dislike a great deal 1 3.33%


Figure: Likeliness

40%

26.66%

16.66%

13.33%

3%

Like a great deal

Like a little

Neither like nor dislike

Dislike a little

Dislike a great deal



15

In this above figure, 40% respondents choose our COMPANYlike a great deal, 26.66%

respondents like a little, 16.66% respondents neither like nor dislike, 13.33% respondents dislike

a little and 3.33% respondents dislike a great deal. Here, maximum customers like our

COMPANYwhich is good for doing this business.

Q: 8 How helpful was our customer service representative?

Extremely helpful 4 13.33%

Quite helpful 8 26.66%

Moderately helpful 10 33.33%

Slightly helpful 7 23.33%

Not at all helpful 1 3.33%


Figure: Helpfulness

13%

26.66%

33.33%

23.33%

3%

Extremely helpful

Quite helpful

Moderately helpful

Slightly helpful

Not at all helpful



17

Figure: Answering ability

In this above figure, 40% respondents say that our customer representatives answering question

ability is extremely well, 26.66% respondents say that our customer representatives answering

question ability is quite well, 16.66% respondents say that our customer representatives

answering question ability is moderately well, 10% respondents say that our customer

representatives answering question ability is slightly well and 6.66% respondents say that our

customer representatives answering question ability is not at all well. So that, I can say, our

customer representatives are efficient.

Q: 12 Overall, are you satisfied with the customer service you received,

dissatisfied with our customer service, or neither satisfied nor dissatisfied?

Extremely satisfied 5 16.66%

Somewhat satisfied 13 43.33%

Neither satisfied nor

dissatisfied

6 20%

Somewhat dissatisfied 2 6.66%

Extremely dissatisfied 4 13.33%


Figure: Customer Service

16.66%

43.33%

20%

6.66% 13.33%

Extremely satisfied

Somewhat satisfied


dissatisfied

Somewhat dissatisfied

Extremely dissatisfied



18

In this above figure, 43.33% respondents are somewhat satisfied for our Company’s customer

service, 20% respondents are neither satisfied nor dissatisfied for our Company’s customer

service, 16.66% respondents are extremely satisfied for our Company’s customer service,

13.33% respondents are extremely dissatisfied for our Company’s customer service and 6.66%

respondents are somewhat dissatisfied for our Company’s customer service. Here, maximum

customers are satisfied for our customer service. This is also strength for our Company.

Q: 13 How likely is it that you would recommend this company to a friend

or colleague?

1 2 6.66%

2 3 10%

3 5 16.66%

4 16 53.33%

5 4 13.33%


Figure: Recommendation Scaling

6.66%

10%

16.66%

53.33%

13.33%

1

2

3

4

5



19

In this above figure, 53.33% respondents give 4 out of 5, 16.66% respondents give 3 out of 5,

13.33% respondents give 5 out of 5, 10% respondents give 2 out of 5 and 6.66% respondents

give 1 out of 5. In recommendation scale our rating is well because our customers trust our

COMPANYvery much and recommend to others.

Q: 14 I consider me a loyal patron of the Company.

Strongly disagree 0 0%

Disagree 1 3.33%

Moderately agree 3 10%

Agree 11 36.66%

Strongly agree 15 50%


Figure: Loyalty

0% 3.33%

10%

36.66%

50%

Strongly disagree

Disagree

Moderately agree

Agree

Strongly agree



20

In this above figure, 50% respondents strongly agree with this statement, 36.66% respondents are

agree with this statement, 10% respondents are moderately agree with this statement and 3.33%

respondents are disagree with this statement. Here, the maximum respondents are strongly

agreed because they believe that they are loyal about our Company.

Chapter -4



21

Major Findings

CHAPTER-4: MAJOR FINDINGS

Respondents Age:

53.33%

26.66%

16.66%

3.33%

20-30 years

31-40 years

41-50 years

Above 50 years



22

Figure: Respondent Age

Major Finding: The Maximum customers are young.

Respondents Gender:

Figure: Respondents Gender

Major Finding: The maximum customers are male persons.

Respondents Occupation:

60%

40%

Male

Female

36.66%

26.66%

16.66%

20%

Service Holder

Businessman

Housewife

Others



23

Figure: Respondents Occupation

Major Finding: The maximum customers are service holder.

Q: 1 How professional is our Company?

Figure: Professional

Major Finding: The maximum customers say AIBL is very professional.

Q: 2 How convenient is our COMPANYto use?

Figure: Convenient

20%

33.33%23.33%

13.33%

10%Extremely professional

Very professional

Moderately professional

Slightly professional

Not at all professional

37%

30.00%

26.66%

6.66%0%

Extremely convenient

Very convenient

Moderately convenient

Slightly convenient

Not at all well



24

Major Finding: The maximum customers say AIBL is extremely convenient.

Q: 3 How well do you feel that our COMPANYunderstands your need?

Figure: Identify Need

Major Finding: The maximum customers say AIBL quite well for identifying customer need.

Q: 4 Compared to our competitors, is our service quality better, worse or

about the same?

Figure: Service Quality

23%

40.00%

20.00%

10.00%7%

Extremely well

Quite well

Moderately well

Slightly well

Not at all well

17%

13.33%

26.66%

43.33%

0%

A great deal better

Somewhat better

About the same

Somewhat worse

A great deal worse



25

Major Finding: The maximum customers say AIBL’s service quality is somewhat worse

compared with other competitors.

Q: 5 Compared to our competitors, is our interest rate higher, lower or

about the same?

Figure: Interest Rate

Major Finding: The maximum customers say AIBL’s interest rate is about the same compared

with other competitors.

Q: 6 Overall, how responsive have we been to your questions or concerns

about our service?

Figure: Responsiveness

3% 10.00%

36.66%30.00%

20%A great deal higher

Somewhat higher

About the same

Somewhat lower

A great deal lower

10%

30.00%

33.33%

20.00%

7%

Extremely responsive

Quite responsive

Moderately responsive

Slightly responsive

Not at all responsive



26

Major Finding: The maximum customers say AIBL is moderately responsive for customer’s

questions.

Q: 7 Do you like our Company, neither like it, or dislike it?

Figure: Likeliness

Major Finding: The maximum customers like a great deal to the AIBL.

Q: 8 How helpful was our customer service representative?

Figure: Helpfulness

40%

26.66%

16.66%

13.33%3%

Like a great deal

Like a little

Neither like nor dislike

Dislike a little

Dislike a great deal

13%

26.66%

33.33%

23.33%

3%

Extremely helpful

Quite helpful

Moderately helpful

Slightly helpful

Not at all helpful



27

Major Finding: The maximum customers say AIBL’s service representatives are moderately

helpful.

Q: 9 How well did our customer service representative answer your

question or solve your problem?

Figure: Answering ability

Major Finding: The maximum customers say AIBL’s service representatives are answering

extremely well.

Q: 10 Overall, are you satisfied with the employees at our Company,

neither satisfied nor dissatisfied with them, or dissatisfied with them?

40%

26.66%

16.66%

10.00%7%

Extremely well

Quite well

Moderately well

Slightly well

Not at all well

37%

30.00%

20.00%

10.00% 3% Extremely satisfied

Slightly satisfied


dissatisfied

Slightly dissatisfied




28

Figure: Satisfied with the Employee

Major Finding: The maximum customers are extremely satisfied with AIBL employees.

Q: 11 Was your experience with customer service at our COMPANYbetter

than you expected it to be, or about what you expected it to be?

Figure: Customer Service Experience

Major Finding: The maximum customers say AIBL provide somewhat better service which

customers expected.

Q: 12 Overall, are you satisfied with the customer service you received,

dissatisfied with our customer service, or neither satisfied nor dissatisfied?

13%

46.66%

23.33%

6.66%10%

A great deal better

Somewhat better

About what was expected

Somewhat worse

A great deal worse

16.66%

43.33%

20%

6.66% 13.33%

Extremely satisfied

Somewhat satisfied


dissatisfied

Somewhat dissatisfied




29

Figure: Customer Service

Major Finding: The maximum customers somewhat satisfied with AIBL customer service.

Q: 13 How likely is it that you would recommend this COMPANYto a

friend or colleague?

Figure: Recommendation Scaling

Major Finding: The maximum customer’s recommendation AIBL to others.

Q: 14 I consider me a loyal patron of the Company.

Figure: Loyalty

6.66%10%

16.66%

53.33%

13.33%

1

2

3

4

5

0% 3.33%

10%

36.66%

50%

Strongly disagree

Disagree

Moderately agree

Agree

Strongly agree



30

Major Finding: The maximum customers strongly agree that they are loyal customer of AIBL

Finding of The Report

The customers of the Al-Arafah Islami COMPANYLtd at Natun

Bazar- Baridhara Branch are very Loyal.



31

Chapter -5

Recommendations And conclusion



32

.

(Appendix)

Questionnaire on Evaluation of Customer Loyalty of AIBL

(Natun Bazar-Baridhara Branch)

It is to be assured that, the information collected from this survey will be kept confidential and

will be used solely for academic purpose. Your valued judgment will be highly appreciable.

Age..................................., Occupation: …………………….

Male / Female

1. How professional is our Company?

o Extremely professional

o

Very professionalo Moderately professional

o Slightly professional

o Not at all professional

2. How convenient is our COMPANY to use?

o Extremely convenient

o Very convenient

o Moderately convenient

o Slightly convenient

o Not at all well

3.

How well do you feel that our COMPANY understands your need?

o Extremely well

o Quite well

o Moderately well

o Slightly well

o Not at all well



33

4. Compared to our competitors, is our service quality better, worse or about the same?

o A great deal better

o Somewhat better

o About the same

o

Somewhat worseo A great deal worse

5. Compared to our competitors, is our interest rate higher, lower or about the same?

o A great deal higher

o Somewhat higher

o About the same

o Somewhat lower

o A great deal lower

6. Overall, how responsive have we been to your questions or concerns about our service?

o

Extremely responsiveo Quite responsive

o Moderately responsiveo Slightly responsive

o Not at all responsive

7. Do you like our Company, neither like it, or dislike it?

o Like a great deal

o Like a little

o Neither like nor dislike

o Dislike a little

o

Dislike a great deal8. How helpful was our customer service representative?

o Extremely helpfulo Quite helpful

o Moderately helpful

o Slightly helpful

o Not at all helpful

9. How well did our customer service representative answer your question or solve your

problem?

o

Extremely wello Quite well

o Moderately well

o Slightly well

o Not at all well

10. Overall, are you satisfied with the employees at our Company, neither satisfied nordissatisfied with them, or dissatisfied with them?



34

o Extremely satisfied

o Slightly satisfied

o Neither satisfied nor dissatisfied

o Slightly dissatisfied

o Extremely dissatisfied

11. Was your experience with customer service at our COMPANYbetter than you expected itto be, or about what you expected it to be?

o A great deal better

o Somewhat better

o About what was expected

o Somewhat worse

o A great deal worse

12. Overall, are you satisfied with the customer service you received, dissatisfied with ourcustomer service, or neither satisfied nor dissatisfied?

o Extremely satisfied

o Somewhat satisfied

o Neither satisfied nor dissatisfied

o Somewhat dissatisfied

o Extremely dissatisfied

13. How likely is it that you would recommend this COMPANYto a friend or colleague?

Not at all likely- 1 2 3 4 Extremely likely-5

o

o

o

o

o

14. I consider me a loyal patron of the Company.

o Strongly disagree

o Disagree

o Moderately agree

o

Agree

o Strongly agree

At DESIGNA Tiles we welcome frank and honest feed-back from all of our customers. Our aim

is to be considered New Zealand's BEST tile supplier and we'd really appreciate it if you could

tell us what we're doing well - and highlight any areas where we can improve. Individual survey



35

responses are completely anonymous and only the summarised results are provided to

DESIGNA.

Thank you for participating. The survey should only take 5 minutes or so.

1. How did you first hear about DESIGNA Tiles?

How did you first hear about DESIGNA Tiles? I am a previous customer

Referred by friend

Referred by tradesman / professional

Designa web site

Yellow Pages or other business directory

Other advertising media

Can't recall

Other comments?2. If you have visited DESIGNA's web site, what did you think of it?

Poor Average Good Excellent Not applicable

Ease to find and

navigate

Ease to findand navigate

Poor

Ease to

find andnavigate

Average

Ease to

find and

navigate Good

Ease to

find andnavigate

Excellent

Ease to

find andnavigate Not

applicable

Usefulness and

information

Usefulnessand

information

Poor

Usefulnessand

information

Average

Usefulnessand

information

Good

Usefulnessand

information

Excellent

Usefulnessand

information

Not applicable

Images and

design ideas

Imagesand designideas Poor

Imagesand design

ideas Average

Imagesand designideas Good

Imagesand design

ideas Excellent

Imagesand design

ideas Not

applicable

Product

information

Productinformation

Poor

Productinformation

Average

Productinformation

Good

ProductinformationExcellent

Productinformation

Not applicable

Links to

additional

information

Links to

additional

informationPoor

Links to

additional

informationAverage

Links to

additional

informationGood

Links to

additional

informationExcellent

Links to

additional

information Not applicable

Other comments?

3. If you have visited DESIGNA's showroom at 15 Kalmia Street Ellerslie, what did you think of

it?




36


Ease of finding

location

Ease of findinglocation Poor

Ease of

finding

location

Average

Ease of

findinglocation Good

Ease of

finding

location

Excellent

Ease of

finding

location Not

applicable

Ease of parking Ease of

parking Poor

Ease of parking

Average

Ease of

parking Good

Ease of parking

Excellent

Ease of parking Not

applicable

General standard

of showroom

(layout, design

etc)

Generalstandard of

showroom

(layout, design

etc) Poor

Generalstandard of

showroom

(layout, design

etc) Average

Generalstandard of

showroom

(layout, design

etc) Good

Generalstandard of

showroom

(layout, design

etc) Excellent

General

standard of

showroom

(layout, designetc) Not

applicable

Availability ofsamples &/or

brochures

Availability ofsamples &/or

brochures Poor

Availability of

samples &/or

brochuresAverage

Availability of

samples &/or

brochuresGood

Availability of

samples &/or

brochuresExcellent

Availability of

samples &/or

brochures Notapplicable

Displays, tiled

areas and mock-

up examples

Displays,

tiled areas andmock-up

examples Poor

Displays,tiled areas and

mock-up

examples

Average


mock-up

examples

Good


mock-up

examples

Excellent


mock-up

examples Not

applicable

Other (please specify)

4. Thinking about your interactions with DESIGNA's staff, please rank the following qualities;Poor Average Good Excellent Not applicable

Friendliness

and welcome

*Thinking

about your

interactionswith

DESIGNA's

staff, pleaserank the

following

qualities;Friendlinessand welcome

Poor

Friendliness

and welcome

Average

Friendliness

and welcome

Good

Friendliness

and welcome

Excellent

Friendliness

and welcome

Not applicable

Communicatio

n - both

listening &

explaining

Communicatio

n - both

listening &

Communicatio

n - both

listening &

Communicatio

n - both

listening &

Communicatio

n - both

listening &

Communicatio

n - both

listening &



37

Poor Average Good Excellent Not applicableexplaining Poor explaining

Average

explaining

Good

explaining

Excellent

explaining Not

applicable

Product

knowledge

Product

knowledge

Poor

Product

knowledge

Average

Product

knowledge

Good

Product

knowledge

Excellent

Product

knowledge Not

applicable

Helpfulness and

design

suggestions

Helpfulnessand design

suggestions

Poor


suggestions

Average


suggestions

Good


suggestions

Excellent


suggestions Not

applicable

Reliability:

following-up etc

Reliability:

following-up

etc Poor

Reliability:

following-up

etc Average

Reliability:

following-up

etc Good

Reliability:

following-up

etc Excellent

Reliability:following-up

etc Notapplicable

Willingness to

go the 'extra

mile'

Willingness to

go the 'extramile' Poor

Willingness to

go the 'extramile' Average

Willingness to

go the 'extramile' Good

Willingness to

go the 'extramile' Excellent

Willingness togo the 'extra

mile' Not

applicable

Other (please specify)5. Thinking about DESIGNA's product range and value, please rate the following qualities;


Range of tile

choices - sizes,

colours, designs,

finishes

*Thinkingabout

DESIGNA's product range

and value,

please rate the

followingqualities;

Range of tile

choices - sizes,colours,

designs,

finishes Poor

Range of

tile choices -sizes, colours,

designs,

finishesAverage

Range oftile choices -

sizes, colours,designs,

finishes Good

Range of


designs,

finishesExcellent

Range of


designs,

finishes Notapplicable

Value for money,

pricing and

illingness to

negotiate

Value formoney, pricing

and

willingness tonegotiate Poor

Value for

money, pricing

andwillingness to

negotiate

Average

Value formoney, pricing

and

willingness tonegotiate Good

Value for

money, pricing

andwillingness to

negotiate

Excellent

Value for

money, pricing

andwillingness to

negotiate Not

applicable

Choice of quality Choice of Choice of Choice of Choice of Choice of




suppliers /

manufacturers

quality

suppliers /manufacturers

Poor

quality


Average

quality


Good

quality


Excellent

quality


Not applicable

Immediate

availability of

stock

Immediateavailability of

stock Poor


stock Average


stock Good


stock Excellent


stock Notapplicable

Other (please specify)

“THANKS A LOT FOR YOUR TIME SPARED AND PATIENCE”

star ceramic survey

Documents