HND调研技巧

Discuss and research the external customer service of UNIQLO Name SNC Group Business Course name Research Skills Name of teacher Day 2017 1 Contents page Stage 3 Presenting the findings 2 Introduction 2 Research methods 2 Analysis of findings 3 Question one Figure 1 3 Question two Figure 2 3 Question three Figure 3 4 Question four Figure 4 4 Question five Figure 5 5 Question six 5 Question seven Figure 6 6 Question eight Figure 7 6 Question nine Figure 8 7 Question ten 7 Question eleven 8 Conclusions 8 Recommendations 8 References 8 Appendices 8 Stage 1 Planning 8 1 Proposal 8 a A title for your project 8 b A statement of your topic linking this to an organisation or organisations 9 c Appropriate aims and objectives of your project 9 d An explanation of the research methods you intend to use You must include at least one primary method and identify appropriate secondary sources 9 2 Working Action Plan 10 a A sequence of tasks to be undertaken for each stage of the project 10 b Timescales for completing the project successfully 10 c Identification of the resources required for the project 10 d Gantt Chart 11 Stage 2 Developing 11 a Accessing information from a range of primary and secondary sources 11 b Collating and analysing information 11 Questionnaires 11 Stage 3 Presenting the findings 2 Introduction The research objective of this report is discussion and researches the external customer service of UNIQLO For this research a detailed plan be made and a complete schedule be made this complete schedule has four parts This report uses two ways to finish research including questionnaire and official website In the questionnaire eleven questions are designed to ask customer and these questions about customer service of UNIQLO Research methods Questionnaire be planned to use to customer of UNIQLO in the shop of UNIQLO and questionnaire will be send to the customers at the shop The questionnaire s problem about customer service of UNIQLO and ask customers to make suggestions Achieve a goal that is detailed understand of customer service of UNIQLO 50 questionnaires are sent to external customer service of UNIQLO in the shop of UNIQLO and eleven questions be asked to customers For the questionnaires most problems are considered very useful and got a very effective reply But it has some bad problems that are question two and question one because these questions have no meaning Official website be planned to use and something about customer service of UNIQLO be found Achieve a goal that is detailed understand background and customer service of UNIQLO This way is good but it has shortcoming that is information is limited Analysis of findings 3 Have 62 people did questionnaires Question one Figure 1 Percentage of informant sex including male and female China 2016 This data show female prefers UNIQLO than male and this situation display female likes clothing about UNIQLO Question two Figure 2 Percentage of informant age including less than 15 years of age 15 25 years old 25 35 years old 35 45 years old 45 55 years old and over 55 years of age China 2016 This data show many informants are young people that are 15 25 years old Question three Figure 3 4 Percentage of informant career including student work professional and retiree China 2016 This data show many informants are student that is 70 97 Question four Figure 4 Percentage of focus factor when informant chooses the clothing including price quality style brand and other China 2016 This data show informant more concern price quality and style and importance of other factor is lower Question five Figure 5 5 Percentage of informant like brand of clothing including UNIQLO HM ZARA GAP and other China 2016 This data show informant prefers UNIQLO than other brand about clothing Question six This question show UNIQLO has some insufficient things that are price of product is expensive Haidilao has lots of customers and style of product is ugly and single Question Why not choose UNIQLO Answer 1 Because it is expensive Answer 2 It has lots of customers Answer 3 Style of product is ugly and single Answer 4 I don t like product Question seven Figure 6 6 Percentage of informant have you ever been consumption in the UNIQLO China 2016 This data show more customer been consumption in the UNIQLO Question eight Figure 7 Percentage of informant like customer service of UNIQLO including free change pants length free ironing free return free styling and other China 2016 This table show informant like free change pants length and free return Question nine Figure 8 7 Percentage of informant satisfaction degree to UNIQLO including very satisfied basic satisfied dissatisfied and very dissatisfied China 2016 This data show informant like and satisfaction customer service of UNIQLO Question ten Percentage of informant thinks UNIQLO needs to improve including prices need to reduced product quality quality of service needs to be promoted and other China 2016 This data show informant thinks product quality Question eleven 8 This question show informant gives some proposal to UNIQLO Question What do you want to say about the UNIQLO Answer 1 The style of clothing is ugly Answer 2 Very good Answer 3 The price of product is high Conclusions According to the results of the survey can get most people like UNIQLO and they likes customer service of UNIQLO But UNIQLO has some insufficient place such as product price is high and product style is ugly and single On the whole the customer service of UNIQLO is successful Recommendations According to the results of the survey UNIQLO should increase product style that can attract more customers And it should decrease product price thus attract more customers too UNIQLO should increase quality of customer service that is bringing more profits to the UNIQLO References UNIQLO n d UNIQLO Retrieved 12 22 2016 From Appendices Stage 1 Planning 1 Proposal a A title for your project Discuss and research the external customer service of UNIQLO b A statement of your topic linking this to an organisation or organisations 9 This report examine about customer service that is customer perceptions to the customer service of UNIQLO This questionnaire was finished by 62 people and a majority of informant likes UNIQLO that is total number of 58 06 Other people not like UNIQLO has some reason such as style of product is ugly and single c Appropriate aims and objectives of your project The aim of this report is to analyze UNIQLO s external customer service It can be introduced and UNIQLO external customer service detailed analysis of advantages and disadvantages the characteristics and pointed out that the external customer service company It enables people to learn more about the content of external customer service such as customer care and exceed customer needs The objective of this report is to 60 external customer surveys of UNIQLO s customer service quality and experience The investigation and study time is 30 days and each week I do questionnaires to 3 days of UNIQLO store and try to ask every customer I would like to ask 80 customers so it can have more replies d An explanation of the research methods you intend to use You must include at least one primary method and identify appropriate secondary sources Questionnaire be planned to use to customer service of UNIQLO and questionnaire will be given to the customer at the shop of UNIQLO Questionnaire can directly get customer response but its information is limited Official website be planned to use because official website is authoritative and it can give useful information about UNIQLO But the information is limited UNIQLO is a Japanese clothing brand established by Japan s fast retailing company in 1963 when a sales suit small clothing store June 1984 first UNIQLO storage type clothing store officially opened in Hiroshima Japan has become international well known clothing brand The company has been a wholly owned subsidiary of Fast 10 Retailing Co Ltd since November 2005 In addition to in Japan the company operates in fourteen other countries globally UNIQLO 2 Working Action Plan a A sequence of tasks to be undertaken for each stage of the project b Timescales for completing the project successfully c Identification of the resources required for the project d Gantt Chart Stages 1 Objectives Activities Time Resources Decide on company and topic Choose company and choose topic 2016 11 11 2016 11 15 Internet research background of company Look website of UNIQLO 2016 11 16 2016 11 19 Internet Collect information Look website of UNIQLO and give questionnaires to the UNIQLO s external customers 2016 11 20 2016 12 16 Internet and questionnaire Organize information Collate information collected 2016 12 17 2016 12 20 company plan Start write the first stage Finish part one 2016 12 21 2016 12 23 company 11 Stage 2 Developing Carry out your research investigation by implementing your action plan a Accessing information from a range of primary and secondary sources b Collating and analysing information Questionnaires UNIQLO customer service satisfaction survey First thanks you for your concern and support to the UNIQLO The goal of this questionnaire is how you view customer service of UNIQLO I hope you can finish the questions carefully Your answer is very important to us and thank you so much for your assistance It will take you two minutes to complete this questionnaire and we will keep your information confidential 1 Your sex Male Female 2 Your age Under 15 years of age 15 25 years old 25 35 years old 35 45 years old 45 55 years old Over 55 years of age 3 Your career 12 Student Work Professional Retiree 4 What factor will you focus on when you choose the clothing Multiple choice Price Quality Style Brand Other Other 5 Which fast moving consumer goods do you like best UNIQLO HM ZARA GAP Other Other 6 Why not choose UNIQLO Because 7 Have you ever been consumption in the UNIQLO Thank you very much for your help I wish you have a happy day Y es No 8 What do you like UNIQLO customer service Multiple choice Free change pants length Free ironing Free return Free styling Other Other 9 Are you satisfied with the customer service of the UNIQLO Very satisfied Basic satisfied Comm on Dissatisf ied Very dissatisfied 10 What do you think the company needs to improve Multiple choice Prices need to be reduced Product quality Quality of service needs to be promoted Other 13 Other 11 What do you want to say about the UNIQLO Answer Thank you very much for your help I wish you have a happy day