HND调研技巧文档格式.docx

HND调研技巧文档格式.docx

《HND调研技巧文档格式.docx》由会员分享，可在线阅读，更多相关《HND调研技巧文档格式.docx（10页珍藏版）》请在冰豆网上搜索。

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.Thisdatashowmanyinformantsarestudentthatis%.

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.

WhatdoyouwanttosayabouttheUNIQLO?

Thestyleofclothingisugly.

Verygood.

Thepriceofproductishigh.

Conclusions

AccordingtotheresultsofthesurveycangetmostpeoplelikeUNIQLO,andtheylikescustomerserviceofUNIQLO.ButUNIQLOhassomeinsufficientplace,suchasproductpriceishighandproductstyleisuglyandsingle.Onthewhole,thecustomerserviceofUNIQLOissuccessful.

Recommendations

Accordingtotheresultsofthesurvey,UNIQLOshouldincreaseproductstylethatcanattractmorecustomers.Anditshoulddecreaseproductprice,thusattractmorecustomerstoo.UNIQLOshouldincreasequalityofcustomerservicethatisbringingmoreprofitstotheUNIQLO.

References

UNIQLO..）.UNIQLO.Retrieved1222,2016,From1Planning

1.Proposal

a.Atitleforyourproject

DiscussandresearchtheexternalcustomerserviceofUNIQLO.

b.Astatementofyourtopiclinkingthistoanorganisationororganisations

ThisreportexamineaboutcustomerservicethatiscustomerperceptionstothecustomerserviceofUNIQLO.Thisquestionnairewasfinishedby62people,andamajorityofinformantlikesUNIQLOthatistotalnumberof%.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.sinceNovemberadditiontoinJapan,thecompanyoperatesinfourteenothercountriesglobally.（UNIQLO）

2.WorkingActionPlan

a.Asequenceoftaskstobeundertakenforeachstageoftheproject.

b.Timescalesforcompletingtheprojectsuccessfully.

c.Identificationoftheresourcesrequiredfortheproject.

Stages1

Objectives

Activities

Time

Resources

plan

Decideoncompanyandtopic

Choosecompanyandchoosetopic

backgroundofcompany

LookwebsiteofUNIQLO

information

LookwebsiteofUNIQLOandgivequestionnairestotheUNIQLO'

sexternalcustomers

andquestionnaire

Organizeinformation

Collateinformationcollected

writethefirststage

Finishpartone

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

7.HaveyoueverbeenconsumptionintheUNIQLO?

6.WhynotchooseUNIQLO?

Because:

Thankyouverymuchforyourhelp,Iwishyouhaveahappyday!

Yes

No

8.WhatdoyoulikeUNIQLOcustomerservice?

（Multiplechoice）

Freechangepantslength

Freeironing

Freereturn

Freestyling

9.AreyousatisfiedwiththecustomerserviceoftheUNIQLO?

Verysatisfied

Basicsatisfied

Common

Dissatisfied

Verydissatisfied

10.Whatdoyouthinkthecompanyneedstoimprove?

Pricesneedtobereduced

Productquality

Qualityofserviceneedstobepromoted

doyouwanttosayabouttheUNIQLO？

Answer: