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HND调研技巧
DiscussandresearchtheexternalcustomerserviceofUNIQLO
Name:
SNC:
Group:
Business
Coursename:
ResearchSkills
Nameofteacher:
Day:
2017
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,From
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,Iwishyouhaveahappyday!