参考借鉴HND调研技巧docx.docx

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!