HND调研技巧.docx

Discuss and research the external customer service of UNIQLOName:SNC: Group: BusinessCourse name: Research SkillsName of teacher: Day: 2017Contents pageStage 3 Presenting the findings2Introduction2Research methods2Analysis of findings3Question one (Figure 1)3Question two (Figure 2)3Question three (Figure 3)4Question four (Figure 4)4Question five (Figure 5)5Question six5Question seven (Figure 6)6Question eight (Figure 7)6Question nine (Figure 8)7Question ten7Question eleven8Conclusions8Recommendations8References8Appendices8Stage 1 Planning81. Proposal8a. A title for your project8b. A statement of your topic linking this to an organisation or organisations9c. Appropriate aims and objectives of your project9d. An explanation of the research methods you intend to use. You must include at least one primary method and identify appropriate secondary sources.92. Working Action Plan10a. 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 Chart11Stage 2 Developing11a. Accessing information from a range of primary and secondary sources11b. Collating and analysing information11Questionnaires:11Stage 3 Presenting the findingsIntroductionThe 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 methodsQuestionnaire 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 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 findingsHave 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)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)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 dont like product.Question seven (Figure 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)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 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 product quality. Question eleven 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.ConclusionsAccording 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. RecommendationsAccording 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.ReferencesUNIQLO. (n.d.). UNIQLO. Retrieved 12 22, 2016, From /.AppendicesStage 1 Planning1. 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 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 projectThe aim of this report is to analyze UNIQLOs 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 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 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 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 Retailing Co. Ltd. since November 2005.In addition to in Japan, the company operates in fourteen other countries globally. (UNIQLO)2. Working Action Plana. 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.Stages 1ObjectivesActivitiesTimeResourcesplanDecide on company and topicChoose company and choose topic2016.11.11- 2016.11.15Internetresearch background of companyLook website of UNIQLO 2016.11.16- 2016.11.19InternetCollect informationLook website of UNIQLO and give questionnaires to the UNIQLO s external customers2016.11.20- 2016.12.16Internet and questionnaireOrganize informationCollate information collected2016.12.17- 2016.12.20companyStart write the first stageFinish part one2016.12.21-2016.12.23companyd. Gantt ChartStage 2 DevelopingCarry out your research investigation by implementing your action plan.a. Accessing information from a range of primary and secondary sourcesb. Collating and analysing informationQuestionnaires:UNIQLO customer service satisfaction surveyFirst, 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 co