沃尔玛山姆会员店营运调查报告

1Saving people money so they can live better1Operations Unit Survey 营运调查 October 2007 2007年10月Operation & Research, Wal Mart China沃尔玛中国 营运部&市场调研部SAMS CLUB山姆会员店山姆会员店China East Strategy2沃尔玛山姆会员店沃尔玛山姆会员店2Content内容Project Review 项目简介项目简介Management Summary 管理概要管理概要Overall 总体表现评分总体表现评分 Trend Review 趋势回顾趋势回顾 Cross Store Comparison 跨店比较跨店比较 Rating on assortment, price and freshness of the Fresh Department 对鲜食部门的评分，包括种类、价格、新鲜程度。对鲜食部门的评分，包括种类、价格、新鲜程度。Store Performance Scoring 商店表现评分商店表现评分 Trend Review 趋势回顾趋势回顾 Rating on assortment, price and freshness of the Fresh Department 对鲜食部门的评分，包括种类、价格、新鲜程度。对鲜食部门的评分，包括种类、价格、新鲜程度。Improvement Comments 改进意见改进意见China East Strategy3沃尔玛山姆会员店沃尔玛山姆会员店3Project Review项目概要 Objectives 目的目的 - To keep tracking on store performance from shoppers perspective 从顾客的眼光跟踪商店的 表现. - To identify the areas that need to be improved so that to increase our competition edges 指出需要改进的地方,提高我们的竞争优势 - Support ERM program 支持企业风险管理(ERM)计划 Methodology 方法方法 - Questionnaire design: Research Team 市调问卷设计:市调小组 - Sample criteria: Shoppers who just finished shopping at SAMs and passed all screening questions. 取样标准:刚从沃尔玛购物出来的顾客,并通过了所有的甄别问题 - Field work: Operation associates. 实地操作:营运同事 China East Strategy4沃尔玛山姆会员店沃尔玛山姆会员店4Numbers of Surveyed Store 调查门店数量调查门店数量Sample size: 60 samples/unit 样本量: 60份/店 Sample Size 60 samples in each Club. 30 Business Members and 30 Advantage Members.每一间会员店共有60个样本. 30位商业会员, 30位个人会员.China East Strategy5沃尔玛山姆会员店沃尔玛山姆会员店5The following attributes are evaluated by customers:我们的顾客对下列各个关于商店的因素我们的顾客对下列各个关于商店的因素 进行了评估：进行了评估： * 5 scale is used for measurement. 评价标准为分制评价标准为分制“5” means the most satisfied; “3” means no difference vs. other stores; “1” means the most dissatisfied. 5 分为最满意；3分为与其他店没有区别; 1 分为最不满意. Overall satisfaction总体评价 Associates Service 员工服务 Cleanliness 商场清洁度 Shelf Display 货架陈列 Assortment 商品种类 Valued for Money 商品物有所值 In-store Music 店内音乐 Directional Signs 指示标牌 Price 价格 Air Flow and Temperature 空气及温度 Lighting in the Store 店内灯光 Check-out Speed 收银速度China East Strategy6沃尔玛山姆会员店沃尔玛山姆会员店6Trend Review(2007年10月)趋势回顾趋势回顾(October 2007)China East Strategy7沃尔玛山姆会员店沃尔玛山姆会员店7Overall Rating 总体评价总体评价Associates Service员工服务员工服务Lighting in the Store 店内灯光店内灯光Cleanliness清洁度清洁度Shelf Display货架陈列货架陈列SAMS Club山姆会员店平均得分(From Mar. to Oct. 三月至十月)The average score on Lighting, Associate Service and Check-out Speed have retained a satisfactory level in the past eight months. 店内灯光,员工服务及收银速度的得分持续8个月都保持在一个令顾客满意的程度. The satisfaction on Assortment achieved the point 3 at the first time in the last eight months. 对商品品种的满意度在 8 个月中首次达到了3分.The scores of Overall Rating, Associates Service and Value for Money were decreased in October. 店内总体评价，员工服务和物有所值的评分在10月份有一个下降的趋势。China East Strategy8沃尔玛山姆会员店沃尔玛山姆会员店8SAMS Club山姆会员店平均得分 (From Mar. to Oct. 三月至十月)Value for Money 物有所值物有所值Air Flow and Temperature空气温度空气温度Assortment商品品种商品品种Directional Signs指示标牌指示标牌In-store Music音乐音乐Price价格价格Speed of Check-out 收银速度收银速度 China East Strategy9沃尔玛山姆会员店沃尔玛山姆会员店9Cross Store Comparison(2007年10月)跨店比较跨店比较(October 2007)China East Strategy10沃尔玛山姆会员店沃尔玛山姆会员店10Overall Rating 总体评价总体评价 The average score of Overall Rating is 3.94, slightly fell from last month. 顾客对商店总体的评价的平均分为3.94，与上月相比略有下降。Avg. = 3.94Very satisfied非常满意 Satisfied 满意Neither satisfied nor dissatisfied 无所谓满意不满意Dissatisfied 不满意Dissatisfied at all 非常不满意China East Strategy11沃尔玛山姆会员店沃尔玛山姆会员店11Lighting in the Store 店内灯光店内灯光 In October, the score of Lighting in the Store in #6505 and #4788 has gone up while #4754 and #4789 has gone down. In Customers mind, the score of Lighting in the Store still maintained a high satisfactory level. 6505和4788十月份在店内灯光的评分上升，但4754及4789在此项上的评分下降了。在顾客的心目中，店内灯光仍然保持令人非常满意的程度。Avg. = 4.73Too bright 过于强烈A little bit over bright 有些强烈Just right 恰到好处A little bit bleak 有些暗淡Too bleak 过于暗淡China East Strategy12沃尔玛山姆会员店沃尔玛山姆会员店12Air Flow and Temperature 空气及温度空气及温度 The average score of Air Flow and Temperature is 3.90. 顾客对店内温度评价的平均分为 3.90. Shoppers thought that Air Flow and Temperature in #4788 didnt reach the comfortable level in September and October。4788的顾客认为九月及十月店内的温度均不够舒适。Avg. = 3.94Very comfortable 非常舒适Comfortable 舒适Neither comfortable nor uncomfortable 一般Uncomfortable 不舒适Very uncomfortable 非常不舒适China East Strategy13沃尔玛山姆会员店沃尔玛山姆会员店13Cleanliness 清洁度清洁度 The average score of Cleanliness is 4.16. 顾客对清洁度的评价为 4.16 Despite a 0.3 increase on the score of Cleanliness in #4788, the rest three stores have declined from the previous month. 10月4788在清洁度的评分上升了0.3，但其它三家店的评分略有下降。 Avg. = 4.16Very clean 非常清洁Clean 清洁Neither clean nor unclean 一般Unclean 脏Very unclean 非常脏China East Strategy14沃尔玛山姆会员店沃尔玛山姆会员店14In-store Music 店内音乐店内音乐 The average score of In-store Music is 3.67. 顾客对店内音乐的评价为 3.67。 The performance of #6505 and #4788 are stable yet it has not archived the satisfaction level. 6505及4788在店内音乐方面表现平稳，但仍未达到令顾客满意的程度。 Avg. = 3. 67Very good 非常好Good 好Neither good nor bad 一般Bad 差Very bad 非常差China East Strategy15沃尔玛山姆会员店沃尔玛山姆会员店15Clearness Of Directional Signs 指示标牌清晰度指示标牌清晰度 The average score of Directional Sign is 3.5.顾客对指示标牌的平均评分为3.5。 The score of #4788 has a decline of 0.4 in October. 10月4788指示标牌的清晰度下降了0.4。Avg. = 3.51Very clear 非常清晰Clear 清晰Neither clear nor unclear 一般Unclear 不清晰Very unclear 非常不清晰China East Strategy16沃尔玛山姆会员店沃尔玛山姆会员店16Assortment 商品种类商品种类 The average score of Assortment is 3.04. 顾客对商品种类的评价为 3.04。 #4754 has an outstanding improvement on Assortment. Its score has raised from 2.7 to 3.1. #6505 has a continuous progress in the past three months. 4754在商品种类方面取得了显著的进步，它在此 项的评分由2.7上升到3.1。6505此项的评分在过去的3个月中一直呈上升趋势。Avg. = 3.04Very complete 非常齐全Complete 齐全No difference from other stores 与其他超市没有区别Not complete 不齐全Not complete at all 非常不齐全China East Strategy17沃尔玛山姆会员店沃尔玛山姆会员店17Satisfaction on Price 价格满意度价格满意度 The average score of price was 3.3. 顾客对价格的平均评价为3.3。 The satisfaction on Price in #6505 has grown up from July. 6505的顾客对价格的满意度从7月起一直上升。 The rating of #4788 is withdrawing a little after a successive progress in the past three months. 4788在价格方面的评分在持续三个月的上升之后有所退步。Avg. = 3.31Very cheap 非常便宜Cheap便宜Expensive 贵Very Expensive 非常贵No difference from other stores 与其他超市没有区别China East Strategy18沃尔玛山姆会员店沃尔玛山姆会员店18Associate Service 会员服务会员服务 The average score of Associate Service is 4.0. 顾客对会员服务的评价为 4.0。 4754 is the only one which always score lower than 4, except in March, May and July. 4754是唯一一家在会员服务方面的评分经常低于4分的，从三月到十月，4754仅在三月，五月和七月此项的评分高于4分。Avg. = 4.04Very friendly非常友善Friendly 友善No difference vs. other stores 与其他超市没有区别Not friendly 不友善Not friendly at all 非常不友善China East Strategy19沃尔玛山姆会员店沃尔玛山姆会员店19Check-out Speed 收银速度收银速度 The Check-out Speed in #4754 has slowed down since June. 从六月起，4754的收银速度一直在下降。Avg. = 2.72Fast 快Slow but acceptable 慢但可以接受Slow and not acceptable 慢但不可以接受Note: 3-point scale is used in this question. 注意：这个问题所使用的是注意：这个问题所使用的是3分制量表。分制量表。China East Strategy20沃尔玛山姆会员店沃尔玛山姆会员店20Shelf Display 货架陈列货架陈列 The average score of Shelf Display keeps at 3.98 points level. 顾客对货架陈列的评价为保持在 3.98分。 It shows that the Shelf Display in all stores have reached a satisfaction level in consumers mind. 这显示四间店的顾客均认为货架陈列整齐。Avg. = 3.98Very tidy 非常整齐Tidy 整齐No difference vs. other stores 与其他超市没有区别Not tidy 不够整齐Not tidy at all 非常不整齐China East Strategy21沃尔玛山姆会员店沃尔玛山姆会员店21Valued for Money 商品物有所值商品物有所值 The average score of Valued for Money is 3.66. 顾客对商品物有所值的评价为 3.66。 The score of Valued for Money in 4788 was a 0.29 backward in October after its rating had improved remarkably in the past three months. 虽然4788在过去的三个月里在物有所值方面取得了令人瞩目的进步，但10月它此项的评分比9月下降了0.29分。Avg. = 3.66Very valued for money 非常物有所值Valued for money 物有所值Neither valued nor not valued 与其他超市没有区别Not valued money 不物有所值Not valued money at all 一点也不物有所值China East Strategy22沃尔玛山姆会员店沃尔玛山姆会员店22- Bakery 新鲜面包 - Produce 果蔬蔬菜- Meat 鲜肉- Sea Food 海鲜- Deli 熟食The following attributes of the Fresh departments were evaluated by the customers:顾客对以下鲜食部门的各个方面顾客对以下鲜食部门的各个方面进行了评估：进行了评估： China East Strategy23沃尔玛山姆会员店沃尔玛山姆会员店23Trend Review(2007年6-10月)趋势回顾趋势回顾( June - October 2007)China East Strategy24沃尔玛山姆会员店沃尔玛山姆会员店24The performance of the Bakery department has been slightly improved in Oct. 在10月份，所有面包糕点的表现都有轻微上升。BakeryRating on Sams Club Fresh Dept. 对山姆店鲜食部门的评价对山姆店鲜食部门的评价China East Strategy25沃尔玛山姆会员店沃尔玛山姆会员店25The members satisfaction at Freshness of Produce was decreased in Oct. 会员对于山姆店的果蔬新鲜程度的满意程度在10月份有所下降。The rating on Assortment of Produce is keeping a growth in Sep. 果蔬品种的满意度在9月份保持增长。There is no difference between the Oct satisfaction and the Sep satisfaction on the Produce Price. 10月份的果蔬价格满意度与9月相比, 没有差别.ProduceRating on Sams Club Fresh Dept. 对山姆店鲜食部门的评价对山姆店鲜食部门的评价China East Strategy26沃尔玛山姆会员店沃尔玛山姆会员店26The satisfaction at all attributes of Meat has increased in Oct. 对肉类所有项目的满意度在10月上升。MeatRating on Sams Club Fresh Dept. 对山姆店鲜食部门的评价对山姆店鲜食部门的评价China East Strategy27沃尔玛山姆会员店沃尔玛山姆会员店27The Seafood quality and price were fluctuated frequently in the past five months. 海鲜的质量及价格在过去的5个月里波动频繁。 The rating on Seafood was raised up in Oct. 在10月里海鲜的评价上升。SeafoodRating on Sams Club Fresh Dept. 对山姆店鲜食部门的评价对山姆店鲜食部门的评价China East Strategy28沃尔玛山姆会员店沃尔玛山姆会员店28DeliRating on Sams Club Fresh Dept. 对山姆店鲜食部门的评价对山姆店鲜食部门的评价Members are more and more satisfied with the Assortment of Deli in the past four months. 会员对于熟食品种的满意程度在过去的4个月中有持续增长。Taste of Deli stays at a satisfactory level in the past five months. 在过去的5个月中,熟食的口味保持较高满意度。 The Member satisfaction on Deli Price in Sep has recovered to the level in June. 9月份的熟食价格满意度回复到6月份的水平.China East Strategy29沃尔玛山姆会员店沃尔玛山姆会员店29Cross Club Comparison(2007年10月)跨店比较跨店比较(October 2007)China East Strategy30沃尔玛山姆会员店沃尔玛山姆会员店30Bakery 新鲜面包新鲜面包 A large portion of members are appreciated with the high quality of Bakery. 大部分会员对面包的优良品质表示赞赏。 The performance on Price of Bakery in #4789 are disappointed even through over 80% of members provided a positive feedback on Quality and Assortment of Bakery. 虽然4789有超过80%的顾客认同面包的味道好、种类繁多，但对价格的满意度不高。 #4788 made a remarkable improvement on the attributes mentioned above. 4788在上述三个评估方面取得极大进步。China East Strategy31沃尔玛山姆会员店沃尔玛山姆会员店31Produce 果蔬蔬菜果蔬蔬菜 A down trend was observed on Price of Produce in #4789 and #4788. 10月份4789和4788的顾客对海鲜价格的满意度下降。China East Strategy32沃尔玛山姆会员店沃尔玛山姆会员店32Meat 鲜肉鲜肉 Lots of members in #4789 are aware of the big improvement on Quality, Assortment and Price of Meat compare with its performance in September. 许多顾客都意识到4789在鲜肉的品质，种类和价格方面与9月相比有很大进步。China East Strategy33沃尔玛山姆会员店沃尔玛山姆会员店33Seafood 海鲜海鲜 Most stores had a little progress on Quality of Seafood except #6505. 除6505外，其它店海鲜的品质都略有提高。 The satisfaction at Price of Seafood in #4754 is the lowest amongst four stores. 4754店海鲜价格的满意度是四间店中最低的。China East Strategy34沃尔玛山姆会员店沃尔玛山姆会员店34Deli 熟食熟食 The satisfaction at Price of Deli in #4789 has reduced in October. 10月份4789的顾客对熟食价格的满意度下降。China East Strategy35沃尔玛山姆会员店沃尔玛山姆会员店35Average Score by Store 各店得分各店得分China East Strategy36沃尔玛山姆会员店沃尔玛山姆会员店36Eight Months Review 3月至月至10月回顾月回顾 - 6505 The performance of Overall rating, Lighting in the Store, Air Flow and Temperature and Cleanliness has declined in the past three months. 从从8月开始，总体评价，店内灯光，空气温月开始，总体评价，店内灯光，空气温度和清洁度方面的评分一直在下降。度和清洁度方面的评分一直在下降。 Value for Money and Speed of Check-out has been kept in a high satisfaction level for four months. 物有所值及收银速度物有所值及收银速度4个月来一直保持较高满意度。个月来一直保持较高满意度。China East Strategy37沃尔玛山姆会员店沃尔玛山姆会员店37Eight Months Review 3月至月至10月回顾月回顾 - 6505China East Strategy38沃尔玛山姆会员店沃尔玛山姆会员店38Rating on the Fresh Department 对鲜食部门的评分对鲜食部门的评分-6505More and more positive comments on Quality, Assortment and Price of Bakery have been received in the past five months. 过去的5个月来，6505面包的品质，种类和价格获得越来越多的好评。The rating on Assortment of Bakery has a little fall than last month. The performance on Quality of Bakery lifted up and reached a highest level over past five months. 面包的种类的评分比上月略有下降，面包品质的业绩上升并达到五个月来最佳状态。China East Strategy39沃尔玛山姆会员店沃尔玛山姆会员店39Rating on the Fresh Department 对鲜食部门的评分对鲜食部门的评分-6505The rating on Freshness and Assortment of Produce witnessed a decline after a continuously growth in the past four months. 果蔬新鲜度及种类的评价在4个月的上升之后在本月有所降低。 The satisfaction at Price of Produce has reached the highest level of 60% in the past five months after a decline in September. 在9月的下降之后，顾客对果蔬价格的满意度一跃至60%，达到5个月来的最高水平。China East Strategy40沃尔玛山姆会员店沃尔玛山姆会员店40Rating on the Fresh Department 对鲜食部门的评分对鲜食部门的评分-6505 More and more customers have negative comments on Quality and Assortment of Meat in the past three months. 过去的3个月中，对肉类品质和种类表示不满态度的顾客在不断增加。 The positive comments on Price of Meat suffered a recovery in October. 10月对鲜肉价格的积极评价又有回升。China East Strategy41沃尔玛山姆会员店沃尔玛山姆会员店41Rating on the Fresh Department 对鲜食部门的评分对鲜食部门的评分-6505 The rating on Price of Seafood is recovering after a sharp fall in September. 海鲜价格的评分在经历了9月的急剧下降后有所回升。 The number of customers who have a well perception on Seafood Assortment has developed gradually. 认为海鲜种类比其它店丰富的顾客一直在逐渐增加。China East Strategy42沃尔玛山姆会员店沃尔玛山姆会员店42Rating on the Fresh Department 对鲜食部门的评分对鲜食部门的评分-6505The rating on Price of Deli has fluctuated a lot in the past five months. 5个月来，对熟食价格的评分变动很大。The rating on Taste and Assortment of Deli has gone down a bit compared with September but it has still maintained a satisfactory level. 与9月相比，顾客对熟食口味和种类的评分略有降低，但仍旧保持在比较满意的程度。China East Strategy43沃尔玛山姆会员店沃尔玛山姆会员店43Eight Months Review 3月至月至10月回顾月回顾 - 4754The performance of In-store Music has raised up successively in the past four months. 店内音乐的评分店内音乐的评分4个月来一直上升。个月来一直上升。Customers have been satisfied with Overall Rating, Lighting in the Store, Air Flow and Temperature and Cleanliness in the past four months. 总体评价，店内灯光，空气温度和清洁度总体评价，店内灯光，空气温度和清洁度4个月来一直令顾客个月来一直令顾客满意。满意。China East Strategy44沃尔玛山姆会员店沃尔玛山姆会员店44Eight Months Review 3月至月至10月回顾月回顾 - 4754The performance on Check-out Speed has gotten down continuously in the past five months. 收银速度的评分持续5个月下降。China East Strategy45沃尔玛山姆会员店沃尔玛山姆会员店45Rating on the Fresh Department 对鲜食部门的评分对鲜食部门的评分-4754The percentage of members who provide negative feedback on Quality and Assortment of Bakery has increased in the past four months. 4个月来，对面包的品质和种类不满意的顾客不断增加。 The score of Price of Bakery is up after a drop in July. 顾客对面包价格的评分在7月骤降之后一直持续回升。China East Strategy46沃尔玛山姆会员店沃尔玛山姆会员店46Rating on the Fresh Department 对鲜食部门的评分对鲜食部门的评分-4754The performance on Price of Produce has been unsatisfactory since July. 4754在果蔬价格方面的表现从7月起一直低靡。 There is only 28.3% of members still agreed that the produce in #4754 was more fresh than other stores in October. 4个月后，仅余28.3%的顾客仍认为4754的果蔬比其它超市新鲜。China East Strategy47沃尔玛山姆会员店沃尔玛山姆会员店47Rating on the Fresh Department 对鲜食部门的评分对鲜食部门的评分-4754 There is a recovery on Quality, Assortment and Price of Meat in October. 10月鲜肉的品质，种类和价格的评价略有回升。China East Strategy48沃尔玛山姆会员店沃尔玛山姆会员店48Rating on the Fresh Department 对鲜食部门的评分对鲜食部门的评分-4754 The performance on Quality, Assortment and Price of Seafood recoverd in October. 4754海鲜方面的表现在10月略有回升。China East Strategy49沃尔玛山姆会员店沃尔玛山姆会员店49Rating on the Fresh Department 对鲜食部门的评分对鲜食部门的评分-4754 The score on Taste and Assortment of Deli has decreased in the past three months. 熟食口味和种类的评分3个月来不断下降。 The performance on Price of Deli has gone up in October. 熟食10月的表现上升。China East Strategy50沃尔玛山姆会员店沃尔玛山姆会员店50Eight Months Review 3月至月至10月回顾月回顾 - 4789The positive comments on Assortment have increased in the past three months. 顾客对商品品种的评价顾客对商品品种的评价3个个月来一直上升。月来一直上升。 The satisfaction at Price has decreased continuously since August. 顾客对价格的满意度从顾客对价格的满意度从8月起不断下降。月起不断下降。The performance on Lighting in the Store andCheck-out Speed has stayed at a high satisfactory level over the last eight months. 4789店内灯光和收银速度连续店内灯光和收银速度连续8个月令顾客非常满意。个月令顾客非常满意。China East Strategy51沃尔玛山姆会员店沃尔玛山姆会员店51Eight Months Review 3月至月至10月回顾月回顾 - 4789China East Strategy52沃尔玛山姆会员店沃尔玛山姆会员店52Rating on the Fresh Department 对鲜食部门的评分对鲜食部门的评分-4789 Most customers have well perception on Quality and Assortment of Bakery but they are not satisfied with the price. 大部分的顾客对面包的品质和种类颇有好评，但他们对价格不甚满意。 Quality of Bakery is stable over five months. Assortment of Bakery has recovered from a fall in August. 面包的品质5个月来一直很稳定，但种类在8月下降后又有回升。 The ratin on Price of Bakery has gone down a lot than last month. 面包价格的评分比上月下降许多。China East Strategy53沃尔玛山姆会员店沃尔玛山姆会员店53Rating on the Fresh Department 对鲜食部门的评分对鲜食部门的评分-4789 The performance on Freshness and Assortment of Produce have gotten an outstanding improvement in the past three months but the customers consider the prices of Produce are higher than other stores. 4789在果蔬的品质和种类上取得显著进步，但顾客认为果蔬的价格比其它超市贵。China East Strategy54沃尔玛山姆会员店沃尔玛山姆会员店54Rating on the Fresh Department 对鲜食部门的评分对鲜食部门的评分-4789 Quality and Price of Meat maintained a significant satisfactory level in the last five months.肉类的品质和价格连续5个月来始终令顾客非常满意。 Customers who agree the assortment of 4789 is richer than other stores has increased greatly from 36.5% to 76.8% in three months. 从8月至10月，赞同4789店鲜肉的种类多于其它超市的顾客的百分比从36.5%急剧上涨到76.8%。China East Strategy55沃尔玛山姆会员店沃尔玛山姆会员店55Rating on the Fresh Department 对鲜食部门的评分对鲜食部门的评分-4789 4789 made progress successively in Quality of Seafood and has maintained a high satisfactory level on its performance in the past five months. 4789在海鲜的品质方面不断提高，连续5个月保持较高满意度。China East Strategy56沃尔玛山姆会员店沃尔玛山姆会员店56Rating on the Fresh Department 对鲜食部门的评分对鲜食部门的评分-4789 More members value the price of Deli are not cheaper than other stores compared with the last four months. 与以前4个月相比，认为熟食价格比其它超市便宜的顾客减少了。 However, more and more customers agree with the good taste and rich assortment of Deli. 但是，认同熟食口味好和种类多的顾客增加了。China East Strategy57沃尔玛山姆会员店沃尔玛山姆会员店57Four Months Review 7月至月至10月回顾月回顾 - 4788 All attributes have slightly gone down in October except Cleanliness. 十月份除清洁度外，其它十月份除清洁度外，其它 评估项目都略有下降。评估项目都略有下降。 China East Strategy58沃尔玛山姆会员店沃尔玛山姆会员店58Four Months Review 7月至月至10月回顾月回顾 - 4788 The score of Directional Signs decreased suddenly after a three-month continuous improvement. It implies that members think the directional signs in store are not as clear as before. 顾客对指示标牌的评价突然降低，这意味着顾客认为店内的指示标牌不如以前那么清晰了。China East Strategy59沃尔玛山姆会员店沃尔玛山姆会员店59Rating on the Fresh Department 对鲜食部门的评分对鲜食部门的评分-4788The satisfaction at the price at Bakery has recovered after a sharp fall in September. 在9月的骤降之后，顾客对面包价格的满意度又回升了。 The feedback on Quality and Assortment of Bakery is getting more and more positive. 顾客对面包品质和种类的评价越来越高。China East Strategy60沃尔玛山姆会员店沃尔玛山姆会员店60Rating on the Fresh Department 对鲜食部门的评分对鲜食部门的评分-4788 The rating on Freshness of Produce suffered a decline in October. 10月果蔬品质的评分有所降低。 More than half customers accept that Assortment of Produce in #4788 is richer than other stores. 超过一半的顾客认同4788店果蔬的种类比其它超市丰富。 The satisfaction at Price of Produce has witnessed a down trend from August. 从8月起，顾客对果蔬品质的满意度一直呈下降趋势。China East Strategy61沃尔玛山姆会员店沃尔玛山姆会员店61Rating on the Fresh Department 对鲜食部门的评分对鲜食部门的评分-4788 The performance of Assortment of Meat has kept progress since July. 鲜肉种类的表现从7月起一直在不断进步。 More and more members recognize the price of Meat in 4788 is cheaper than other stores. 越来越多的顾客认为4788鲜肉的价格低于其它超市。China East Strategy62沃尔玛山姆会员店沃尔玛山姆会员店62Rating on the Fresh Department 对鲜食部门的评分对鲜食部门的评分-4788More and more customers realized the improvement on Quality of Seafood but they think the prices are in up trends at the same time. 越来越多的顾客认识到海鲜的品质在不断提高，但同时他们认为海鲜的价格呈上涨趋势。 The perception of rich assortment is waving around 50% in the past four months. 认为海鲜品种繁多的评价在50%上下波动。China East Strategy63沃尔玛山姆会员店沃尔玛山姆会员店63Rating on the Fresh Department 对鲜食部门的评分对鲜食部门的评分-4788Taste of Deli, Assortment of Deli and Price of Deli has been improved in the past four months.熟食的品质,品种和价格4个月来不断提高。China East Strategy64沃尔玛山姆会员店沃尔玛山姆会员店64Improvement Comments 改进意见改进意见China East Strategy65沃尔玛山姆会员店沃尔玛山姆会员店65Members Expectations 顾客的期望顾客的期望In summary, the members expect us to:.总结各店的资料，顾客希望我们对以下这些方面进行改善： Provide Comfortable Environment 提供舒适的购物环境提供舒适的购物环境 Count: 41 improve in-store noisy environment / background music 改善店内嘈杂的状况/背景音乐 Count: 18 clear directional signs and price labels 清晰的指示标牌和价格标签 Count: 17 suitable air flow and temperature 适宜的空气和温度 Count: 6 Apparel 服装服装 Count: 204 more variety /brand. 更多款式/品牌 Count: 81 more fashionable / trended. 更时尚 Count: 44 price should be lower. 价格更便宜 Count: 17 more apparel