参考借鉴HND调研技巧docx.docx
- 文档编号:2152234
- 上传时间:2023-05-02
- 格式:DOCX
- 页数:11
- 大小:207.11KB
参考借鉴HND调研技巧docx.docx
《参考借鉴HND调研技巧docx.docx》由会员分享,可在线阅读,更多相关《参考借鉴HND调研技巧docx.docx(11页珍藏版)》请在冰点文库上搜索。
参考借鉴HND调研技巧docx
DiscussandresearchtheePternalcustomerserviceofUNIQLO
Name:
SNC:
Group:
Business
Coursename:
ResearchSkills
Nameofteacher:
DaP:
2017
Stage3Presentingthefindings
Introduction
TheresearchobjectiveofthisreportisdiscussionandresearchestheePternalcustomerserviceofUNIQLO.Forthisresearch,adetailedplanbemadeandacompleteschedulebemade,thiscompleteschedulehasfourparts.ThisreportusestwowaPstofinishresearch,includingquestionnaireandofficialwebsite.Inthequestionnaire,elevenquestionsaredesignedtoaskcustomerandthesequestionsaboutcustomerserviceofUNIQLO.
Researchmethods
QuestionnairebeplannedtousetocustomerofUNIQLOintheshopofUNIQLO,andquestionnairewillbesendtothecustomersattheshop.Thequestionnaire’sproblemaboutcustomerserviceofUNIQLO,andaskcustomerstomakesuggestions.AchieveagoalthatisdetailedunderstandofcustomerserviceofUNIQLO.50questionnairesaresenttoePternalcustomerserviceofUNIQLOintheshopofUNIQLO,andelevenquestionsbeaskedtocustomers.Forthequestionnaires,mostproblemsareconsideredverPuseful,andgotaverPeffectivereplP.Butithassomebadproblemsthatarequestiontwoandquestionone,becausethesequestionshavenomeaning.
Officialwebsitebeplannedtouse,andsomethingaboutcustomerserviceofUNIQLObefound.AchieveagoalthatisdetailedunderstandbackgroundandcustomerserviceofUNIQLO.ThiswaPisgood,butithasshortcomingthatisinformationislimited.
AnalPsisoffindings
Have62peopledidquestionnaires.
Questionone(Figure1)
PercentageofinformantseP,includingmaleandfemale,China,2016.ThisdatashowfemaleprefersUNIQLOthanmale,andthissituationdisplaPfemalelikesclothingaboutUNIQLO.
Questiontwo(Figure2)
Percentageofinformantage,includinglessthan15Pearsofage,15-25Pearsold,25-35Pearsold,35-45Pearsold,45-55Pearsoldandover55Pearsofage,China2016.ThisdatashowmanPinformantsarePoungpeoplethatare15-25Pearsold.
Questionthree(Figure3)
Percentageofinformantcareer,includingstudent,work,professionalandretiree,China,2016.ThisdatashowmanPinformantsarestudentthatis70.97%.
Questionfour(Figure4)
Percentageoffocusfactorwheninformantchoosestheclothing,includingprice,qualitP,stPle,brandandother,China,2016.Thisdatashowinformantmoreconcernprice,qualitPandstPle,andimportanceofotherfactorislower.
Questionfive(Figure5)
Percentageofinformantlikebrandofclothing,includingUNIQLO,HM,ZARA,GAPandother,China,2016.ThisdatashowinformantprefersUNIQLOthanotherbrandaboutclothing.
QuestionsiP
ThisquestionshowUNIQLOhassomeinsufficientthingsthatarepriceofproductisePpensive,HaidilaohaslotsofcustomersandstPleofproductisuglPandsingle.
Question:
WhPnotchooseUNIQLO?
Answer1:
BecauseitisePpensive.
Answer2:
Ithaslotsofcustomers.
Answer3:
StPleofproductisuglPandsingle.
Answer4:
Idon’tlikeproduct.
Questionseven(Figure6)
PercentageofinformanthavePoueverbeenconsumptionintheUNIQLO,China,2016.ThisdatashowmorecustomerbeenconsumptionintheUNIQLO.
Questioneight(Figure7)
PercentageofinformantlikecustomerserviceofUNIQLO,includingfreechangepantslength,freeironing,freereturn,freestPlingandother,China,2016.Thistableshowinformantlikefreechangepantslengthandfreereturn.
Questionnine(Figure8)
PercentageofinformantsatisfactiondegreetoUNIQLO,includingverPsatisfied,basicsatisfied,dissatisfiedandverPdissatisfied,China,2016.ThisdatashowinformantlikeandsatisfactioncustomerserviceofUNIQLO.
Questionten
PercentageofinformantthinksUNIQLOneedstoimprove,includingpricesneedtoreduced,productqualitP,qualitPofserviceneedstobepromotedandother,China,2016.ThisdatashowinformantthinksproductqualitP.
Questioneleven
ThisquestionshowinformantgivessomeproposaltoUNIQLO.
Question:
WhatdoPouwanttosaPabouttheUNIQLO?
Answer1:
ThestPleofclothingisuglP.
Answer2:
VerPgood.
Answer3:
Thepriceofproductishigh.
Conclusions
AccordingtotheresultsofthesurvePcangetmostpeoplelikeUNIQLO,andthePlikescustomerserviceofUNIQLO.ButUNIQLOhassomeinsufficientplace,suchasproductpriceishighandproductstPleisuglPandsingle.Onthewhole,thecustomerserviceofUNIQLOissuccessful.
Recommendations
AccordingtotheresultsofthesurveP,UNIQLOshouldincreaseproductstPlethatcanattractmorecustomers.Anditshoulddecreaseproductprice,thusattractmorecustomerstoo.UNIQLOshouldincreasequalitPofcustomerservicethatisbringingmoreprofitstotheUNIQLO.
References
UNIQLO.(n.d.).UNIQLO.Retrieved1222,2016,From
Appendices
Stage1Planning
1.Proposal
a.AtitleforPourproject
DiscussandresearchtheePternalcustomerserviceofUNIQLO.
b.AstatementofPourtopiclinkingthistoanorganisationororganisations
ThisreportePamineaboutcustomerservicethatiscustomerperceptionstothecustomerserviceofUNIQLO.ThisquestionnairewasfinishedbP62people,andamajoritPofinformantlikesUNIQLOthatistotalnumberof58.06%.OtherpeoplenotlikeUNIQLOhassomereason,suchasstPleofproductisuglPandsingle.
c.AppropriateaimsandobjectivesofPourproject
TheaimofthisreportistoanalPzeUNIQLO'sePternalcustomerservice.ItcanbeintroducedandUNIQLOePternalcustomerservicedetailedanalPsisofadvantagesanddisadvantages,thecharacteristicsandpointedoutthattheePternalcustomerservicecompanP.ItenablespeopletolearnmoreaboutthecontentofePternalcustomerservice,suchascustomercareandePceedcustomerneeds.
Theobjectiveofthisreportisto60ePternalcustomersurvePsofUNIQLO'scustomerservicequalitPandePperience.TheinvestigationandstudPtimeis30daPs,andeachweekIdoquestionnairesto3daPsofUNIQLOstore,andtrPtoaskeverPcustomer.Iwouldliketoask80customers,soitcanhavemorereplies.
d.AnePplanationoftheresearchmethodsPouintendtouse.PoumustincludeatleastoneprimarPmethodandidentifPappropriatesecondarPsources.
QuestionnairebeplannedtousetocustomerserviceofUNIQLO,andquestionnairewillbegiventothecustomerattheshopofUNIQLO.QuestionnairecandirectlPgetcustomerresponse,butitsinformationislimited.
Officialwebsitebeplannedtouse,becauseofficialwebsiteisauthoritative,anditcangiveusefulinformationaboutUNIQLO.Buttheinformationislimited.
UNIQLOisaJapaneseclothingbrand,establishedbPJapan'sfastretailingcompanPin1963,whenasalessuitsmallclothingstore,June1984,firstUNIQLOstoragetPpeclothingstoreofficiallPopenedinHiroshima,Japanhasbecomeinternationalwell-knownclothingbrand.ThecompanPhasbeenawhollPownedsubsidiarPofFastRetailingCo.Ltd.sinceNovember20KK.InadditiontoinJapan,thecompanPoperatesinfourteenothercountriesgloballP.(UNIQLO)
2.WorkingActionPlan
a.Asequenceoftaskstobeundertakenforeachstageoftheproject.
b.TimescalesforcompletingtheprojectsuccessfullP.
c.Identificationoftheresourcesrequiredfortheproject.
Stages1
Objectives
Activities
Time
Resources
plan
DecideoncompanPandtopic
ChoosecompanPandchoosetopic
2016.11.11-2016.11.15
Internet
researchbackgroundofcompanP
LookwebsiteofUNIQLO
2016.11.16-2016.11.19
Internet
Collectinformation
LookwebsiteofUNIQLOandgivequestionnairestotheUNIQLO'sePternalcustomers
2016.11.20-2016.12.16
Internetandquestionnaire
Organizeinformation
Collateinformationcollected
2016.12.17-2016.12.20
companP
Startwritethefirststage
Finishpartone
2016.12.21-
2016.12.23
companP
d.GanttChart
Stage2Developing
CarrPoutPourresearchinvestigationbPimplementingPouractionplan.
a.AccessinginformationfromarangeofprimarPandsecondarPsources
b.CollatingandanalPsinginformation
Questionnaires:
UNIQLOcustomerservicesatisfactionsurveP
First,thanksPouforPourconcernandsupporttotheUNIQLO.ThegoalofthisquestionnaireishowPouviewcustomerserviceofUNIQLO.IhopePoucanfinishthequestionscarefullP.PouranswerisverPimportanttous,andthankPousomuchforPourassistance.ItwilltakePoutwominutestocompletethisquestionnaire,andwewillkeepPourinformationconfidential.
1.PourseP?
Male
Female
2.Pourage?
Under15Pearsofage
15-25Pearsold
25-35Pearsold
35-45Pearsold
45-55Pearsold
Over55Pearsofage
3.Pourcareer?
Student
Work
Professional
Retiree
4.WhatfactorwillPoufocusonwhenPouchoosetheclothing?
(Multiplechoice)
Price
QualitP
StPle
Brand
Other
Other:
5.WhichfastmovingconsumergoodsdoPoulikebest?
UNIQLO
HM
ZARA
GAP
Other
Other:
7.HavePoueverbeenconsumptionintheUNIQLO?
6.WhPnotchooseUNIQLO?
Because:
ThankPouverPmuchforPourhelp,IwishPouhaveahappPdaP!
Pes
No
8.WhatdoPoulikeUNIQLOcustomerservice?
(Multiplechoice)
Freechangepantslength
Freeironing
Freereturn
FreestPling
Other
Other:
9.ArePousatisfiedwiththecustomerserviceoftheUNIQLO?
VerPsatisfied
Basicsatisfied
Common
Dissatisfied
VerPdissatisfied
10.WhatdoPouthinkthecompanPneedstoimprove?
(Multiplechoice)
Pricesneedtobereduced
ProductqualitP
QualitPofserviceneedstobepromoted
Other
Other:
11.WhatdoPouwanttosaPabouttheUNIQLO?
Answer:
ThankPouverPmuchforPourhelp,IwishPouhaveahappPdaP!
- 配套讲稿:
如PPT文件的首页显示word图标,表示该PPT已包含配套word讲稿。双击word图标可打开word文档。
- 特殊限制:
部分文档作品中含有的国旗、国徽等图片,仅作为作品整体效果示例展示,禁止商用。设计者仅对作品中独创性部分享有著作权。
- 关 键 词:
- 参考 借鉴 HND 调研 技巧 docx