HND调研技巧范本模板.docx
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HND调研技巧范本模板.docx
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HND调研技巧范本模板
DiscussandresearchtheexternalcustomerserviceofUNIQLO
Name:
SNC:
Group:
Business
Coursename:
ResearchSkills
Nameofteacher:
Day:
2017
Contentspage
Stage3Presentingthefindings
Introduction
TheresearchobjectiveofthisreportisdiscussionandresearchestheexternalcustomerserviceofUNIQLO.Forthisresearch,adetailedplanbemadeandacompleteschedulebemade,thiscompleteschedulehasfourparts.Thisreportusestwowaystofinishresearch,includingquestionnaireandofficialwebsite.Inthequestionnaire,elevenquestionsaredesignedtoaskcustomerandthesequestionsaboutcustomerserviceofUNIQLO。
Researchmethods
QuestionnairebeplannedtousetocustomerofUNIQLOintheshopofUNIQLO,andquestionnairewillbesendtothecustomersattheshop。
Thequestionnaire'sproblemaboutcustomerserviceofUNIQLO,andaskcustomerstomakesuggestions。
AchieveagoalthatisdetailedunderstandofcustomerserviceofUNIQLO。
50questionnairesaresenttoexternalcustomerserviceofUNIQLOintheshopofUNIQLO,andelevenquestionsbeaskedtocustomers。
Forthequestionnaires,mostproblemsareconsideredveryuseful,andgotaveryeffectivereply。
Butithassomebadproblemsthatarequestiontwoandquestionone,becausethesequestionshavenomeaning。
Officialwebsitebeplannedtouse,andsomethingaboutcustomerserviceofUNIQLObefound。
AchieveagoalthatisdetailedunderstandbackgroundandcustomerserviceofUNIQLO。
Thiswayisgood,butithasshortcomingthatisinformationislimited。
Analysisoffindings
Have62peopledidquestionnaires.
Questionone(Figure1)
Percentageofinformantsex,includingmaleandfemale,China,2016。
ThisdatashowfemaleprefersUNIQLOthanmale,andthissituationdisplayfemalelikesclothingaboutUNIQLO.
Questiontwo(Figure2)
Percentageofinformantage,includinglessthan15yearsofage,15-25yearsold,25-35yearsold,35-45yearsold,45—55yearsoldandover55yearsofage,China2016.Thisdatashowmanyinformantsareyoungpeoplethatare15-25yearsold。
Questionthree(Figure3)
Percentageofinformantcareer,includingstudent,work,professionalandretiree,China,2016.Thisdatashowmanyinformantsarestudentthatis70.97%.
Questionfour(Figure4)
Percentageoffocusfactorwheninformantchoosestheclothing,includingprice,quality,style,brandandother,China,2016.Thisdatashowinformantmoreconcernprice,qualityandstyle,andimportanceofotherfactorislower。
Questionfive(Figure5)
Percentageofinformantlikebrandofclothing,includingUNIQLO,HM,ZARA,GAPandother,China,2016。
ThisdatashowinformantprefersUNIQLOthanotherbrandaboutclothing.
Questionsix
ThisquestionshowUNIQLOhassomeinsufficientthingsthatarepriceofproductisexpensive,Haidilaohaslotsofcustomersandstyleofproductisuglyandsingle。
Question:
WhynotchooseUNIQLO?
Answer1:
Becauseitisexpensive.
Answer2:
Ithaslotsofcustomers。
Answer3:
Styleofproductisuglyandsingle。
Answer4:
Idon’tlikeproduct。
Questionseven(Figure6)
PercentageofinformanthaveyoueverbeenconsumptionintheUNIQLO,China,2016。
ThisdatashowmorecustomerbeenconsumptionintheUNIQLO。
Questioneight(Figure7)
PercentageofinformantlikecustomerserviceofUNIQLO,includingfreechangepantslength,freeironing,freereturn,freestylingandother,China,2016.Thistableshowinformantlikefreechangepantslengthandfreereturn。
Questionnine(Figure8)
PercentageofinformantsatisfactiondegreetoUNIQLO,includingverysatisfied,basicsatisfied,dissatisfiedandverydissatisfied,China,2016。
ThisdatashowinformantlikeandsatisfactioncustomerserviceofUNIQLO.
Questionten
PercentageofinformantthinksUNIQLOneedstoimprove,includingpricesneedtoreduced,productquality,qualityofserviceneedstobepromotedandother,China,2016。
Thisdatashowinformantthinksproductquality.
Questioneleven
ThisquestionshowinformantgivessomeproposaltoUNIQLO。
Question:
WhatdoyouwanttosayabouttheUNIQLO?
Answer1:
Thestyleofclothingisugly.
Answer2:
Verygood.
Answer3:
Thepriceofproductishigh.
Conclusions
AccordingtotheresultsofthesurveycangetmostpeoplelikeUNIQLO,andtheylikescustomerserviceofUNIQLO.ButUNIQLOhassomeinsufficientplace,suchasproductpriceishighandproductstyleisuglyandsingle。
Onthewhole,thecustomerserviceofUNIQLOissuccessful。
Recommendations
Accordingtotheresultsofthesurvey,UNIQLOshouldincreaseproductstylethatcanattractmorecustomers。
Anditshoulddecreaseproductprice,thusattractmorecustomerstoo.UNIQLOshouldincreasequalityofcustomerservicethatisbringingmoreprofitstotheUNIQLO。
References
UNIQLO。
(n。
d.)。
UNIQLO。
Retrieved1222,2016,Fromhttp:
//
Appendices
Stage1Planning
1.Proposal
a。
Atitleforyourproject
DiscussandresearchtheexternalcustomerserviceofUNIQLO.
b。
Astatementofyourtopiclinkingthistoanorganisationororganisations
ThisreportexamineaboutcustomerservicethatiscustomerperceptionstothecustomerserviceofUNIQLO.Thisquestionnairewasfinishedby62people,andamajorityofinformantlikesUNIQLOthatistotalnumberof58。
06%.OtherpeoplenotlikeUNIQLOhassomereason,suchasstyleofproductisuglyandsingle。
c.Appropriateaimsandobjectivesofyourproject
TheaimofthisreportistoanalyzeUNIQLO'sexternalcustomerservice。
ItcanbeintroducedandUNIQLOexternalcustomerservicedetailedanalysisofadvantagesanddisadvantages,thecharacteristicsandpointedoutthattheexternalcustomerservicecompany。
Itenablespeopletolearnmoreaboutthecontentofexternalcustomerservice,suchascustomercareandexceedcustomerneeds.
Theobjectiveofthisreportisto60externalcustomersurveysofUNIQLO’scustomerservicequalityandexperience.Theinvestigationandstudytimeis30days,andeachweekIdoquestionnairesto3daysofUNIQLOstore,andtrytoaskeverycustomer.Iwouldliketoask80customers,soitcanhavemorereplies.
d。
Anexplanationoftheresearchmethodsyouintendtouse.Youmustincludeatleastoneprimarymethodandidentifyappropriatesecondarysources。
QuestionnairebeplannedtousetocustomerserviceofUNIQLO,andquestionnairewillbegiventothecustomerattheshopofUNIQLO。
Questionnairecandirectlygetcustomerresponse,butitsinformationislimited.
Officialwebsitebeplannedtouse,becauseofficialwebsiteisauthoritative,anditcangiveusefulinformationaboutUNIQLO。
Buttheinformationislimited.
UNIQLOisaJapaneseclothingbrand,establishedbyJapan’sfastretailingcompanyin1963,whenasalessuitsmallclothingstore,June1984,firstUNIQLOstoragetypeclothingstoreofficiallyopenedinHiroshima,Japanhasbecomeinternationalwell-knownclothingbrand。
ThecompanyhasbeenawhollyownedsubsidiaryofFastRetailingCo.Ltd.sinceNovember2005。
InadditiontoinJapan,thecompanyoperatesinfourteenothercountriesglobally.(UNIQLO)
2.WorkingActionPlan
a。
Asequenceoftaskstobeundertakenforeachstageoftheproject。
b.Timescalesforcompletingtheprojectsuccessfully。
c.Identificationoftheresourcesrequiredfortheproject.
Stages1
Objectives
Activities
Time
Resources
plan
Decideoncompanyandtopic
Choosecompanyandchoosetopic
2016。
11.11—2016.11.15
Internet
researchbackgroundofcompany
LookwebsiteofUNIQLO
2016。
11.16—2016.11.19
Internet
Collectinformation
LookwebsiteofUNIQLOandgivequestionnairestotheUNIQLO’sexternalcustomers
2016.11.20—2016.12。
16
Internetandquestionnaire
Organizeinformation
Collateinformationcollected
2016.12.17-2016。
12。
20
company
Startwritethefirststage
Finishpartone
2016.12。
21—
2016。
12。
23
company
d。
GanttChart
Stage2Developing
Carryoutyourresearchinvestigationbyimplementingyouractionplan.
a。
Accessinginformationfromarangeofprimaryandsecondarysources
b.Collatingandanalysinginformation
Questionnaires:
UNIQLOcustomerservicesatisfactionsurvey
First,thanksyouforyourconcernandsupporttotheUNIQLO.ThegoalofthisquestionnaireishowyouviewcustomerserviceofUNIQLO。
Ihopeyoucanfinishthequestionscarefully。
Youranswerisveryimportanttous,andthankyousomuchforyourassistance.Itwilltakeyoutwominutestocompletethisquestionnaire,andwewillkeepyourinformationconfidential.
1。
Yoursex?
Male
Female
2。
Yourage?
Under15yearsofage
15-25yearsold
25-35yearsold
35-45yearsold
45-55yearsold
Over55yearsofage
3.Yourcareer?
Student
Work
Professional
Retiree
4.Whatfactorwillyoufocusonwhenyouchoosetheclothing?
(Multiplechoice)
Price
Quality
Style
Brand
Other
Other:
5.Whichfastmovingconsumergoodsdoyoulikebest?
UNIQLO
HM
ZARA
GAP
Other
Other:
7。
HaveyoueverbeenconsumptionintheUNIQLO?
6。
WhynotchooseUNIQLO?
Because:
Thankyouverymuchforyourhelp,Iwishyouhaveahappyday!
Yes
No
8。
WhatdoyoulikeUNIQLOcustomerservice?
(Multiplechoice)
Freechangepantslength
Freeironing
Freereturn
Freestyling
Other
Other:
9.AreyousatisfiedwiththecustomerserviceoftheUNIQLO?
Verysatisfied
Basicsatisfied
Common
Dissatisfied
Verydissatisfied
10.Whatdoyouthinkthecompanyneedstoimprove?
(Multiplechoice)
Pricesneedtobereduced
Productquality
Qualityofserviceneedstobepromoted
Other
Other:
11.WhatdoyouwanttosayabouttheUNIQLO?
Answer:
Thankyouverymuchforyourhelp,Iwish
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