HND调研技巧.doc

1、Discuss and research the external customer service of UNIQLOName:SNC: Group: BusinessCourse name: Research SkillsName of teacher: Day: 20171Contents pageStage 3 Presenting the findings .2Introduction .2Research methods.2Analysis of findings .3Question one (Figure 1) .3Question two (Figure 2) .3Quest

2、ion three (Figure 3) .4Question four (Figure 4).4Question five (Figure 5) .5Question six.5Question seven (Figure 6) .6Question eight (Figure 7) .6Question nine (Figure 8) .7Question ten .7Question eleven.8Conclusions .8Recommendations .8References .8Appendices.8Stage 1 Planning.81. Proposal.8a. A ti

3、tle for your project.8b. A statement of your topic linking this to an organisation or organisations .9c. Appropriate aims and objectives of your project .9d. An explanation of the research methods you intend to use. You must include at least one primary method and identify appropriate secondary sour

4、ces.92. Working Action Plan.10a. A sequence of tasks to be undertaken for each stage of the project.10b. Timescales for completing the project successfully.10c. Identification of the resources required for the project. .10d. Gantt Chart .11Stage 2 Developing .11a. Accessing information from a range

5、of primary and secondary sources .11b. Collating and analysing information.11Questionnaires:.11Stage 3 Presenting the findings2IntroductionThe 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 comp

6、lete 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 methodsQuestion

7、naire 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 questionnaires problem about customer service of UNIQLO, and ask customers to make suggestions. Achieve a goal that is detailed understand of customer service of UNIQ

8、LO. 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 o

9、ne, 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.Analy

10、sis of findings3Have 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

11、 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)4Percentage of informant career, including student, wo

12、rk, 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, qua

13、lity and style, and importance of other factor is lower.Question five (Figure 5)5Percentage 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

14、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 dont

15、 like product.Question seven (Figure 6)6Percentage 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,

16、 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)7Percentage of informant satisfaction degree to UNIQLO, including very satisfied, basic satisfied, dissatisfied and very dissatisfied, Chin

17、a, 2016. This data show informant like and satisfaction customer service of UNIQLO.Question tenPercentage 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 pr

18、oduct quality. Question eleven 8This 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.ConclusionsAccording to the results of the survey can get

19、 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. RecommendationsAccording to the results of the survey, UNIQLO s

20、hould 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.ReferencesUNIQLO. (n.d.). UNIQLO. Retrieved 12 22, 2016, From http:/ 1 P

21、lanning1. Proposala. A title for your projectDiscuss and research the external customer service of UNIQLO.b. A statement of your topic linking this to an organisation or organisations 9This report examine about customer service that is customer perceptions to the customer service of UNIQLO. This que

22、stionnaire 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 projectThe aim of this report is to analyze UNIQLOs exte

23、rnal 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

24、customer care and exceed customer needs.The objective of this report is to 60 external customer surveys of UNIQLOs 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

25、 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

26、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

27、clothing brand, established by Japans 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