1.

Scope of the Study:

This report is about the Measurement of Customer loyalty of Star Ceramic LTD. The focus of
this report is mainly on the Customer loyalty of Star Ceramic LTD.

2. Literature Review:
Customers loyalty has been defined in very much similar ways by most of the researchers. They
have said that it is comprised of customers attitudes and behaviors. Components of attitude are
represented through repurchase intention, purchasing additional products or services from the
same company, willingness to recommend the company to others, demonstration of commitment
to the company by resisting to switch to another competitor (Cronin & Taylor, 1992; Prus&
Brandt, 1995; Narayandas, 1996; Pearson 1996; Gremler& Brown, 1996 cited in Dhandabani,
2010 and Thakur, 2011), and willingness to pay a price premium (Zeithaml, Berry,
&Parasuraman, 1996 cited in Thakur, 2011). Alternatively the behavioral aspect represents
actual performing according to the loyal attitude (Feick, Lee, & Lee, 2001 cited in Thakur,
2011). It is actually a feeling of commitment of the consumer to a product, brand, marketer, or
services above and beyond that for the competitors in the market place, which results in repeat
purchase (Szymigin and Carrigan, 2001 cited in Thakur, 2011). On the other hand, according to
Bloemer& Kasper (1995) cited in Mosahab, et al. (2010) loyalty is interpreted as true loyalty
rather than repeat purchasing behavior, which is the actual re-buying of a brand, regardless of
commitment because customers, who are not loyal, can also demonstrate repurchasing behavior.
This may be due to switching costs, lack of perceived differentiation of alternatives, location
constraints on choice, time or money constraints, habit or inertia which are not related to loyalty
(Bitner, 1990; Ennew&Binks, 1996 cited in Kheng, 2010).

High service quality often leads to favorable behavioral intention (Burton et al., 2003 cited in
Dhandabani, 2010). But loyalty is driven by satisfaction predominantly (Rust et al., 1995 cited in
Dhandabani, 2010) and therefore customers satisfaction measurements give a better indication

of future performance of service firms (Anderson and Fornell, 1999 cited in Dhandabani, 2010).
In case of service arena, loyalty is often termed as observed behaviors (Bloemer et al., 1999
cited in Mosahab, et al., 2010). Caruana (2002) cited in Mosahab, et al. (2010) opined behavior
as a full expression of loyalty to the brand and not just judgment. An operational definition often
refers to the first product or service which comes to the mind of a person, while making decision
for purchase. Meanwhile, Ostrowski et al. (1993) and Bloemer (1999) cited in Mosahab, et al.
(2010) refer it to the first product or service that a person chooses among products and services.

3. Objectives of the Study:

Broad Objective: The broad objective of this report is Evaluation of Customer Loyalty of
Star ceramic ltd

Specific Objectives: The specific objectives of my internship report are given below:

To determine the level of loyalty of customer at Star ceramic ltd

COMPANYLtd.
To bring out the problems that customer faces.
To know how Star ceramic ltd. ensures the required service to the
customers.

4. Methodology:
Information was collected from both primary and secondary sources. The secondary sources are
Internet, Statistical report & Company annual report.

For collecting primary information from the customer a questionnaire was used.

Both primary and secondary data sources are used for completing this report.

Primary Sources:

Questionnaire

Secondary Sources:

Relevant books, newspapers, journals etc.

Star ceramic ltd published documents

Office circular and COMPANYexecutives

Web sites:www.starceramic.com/
www.customer loyalty.com
www.aiblannualreport.com

Chapter -3
Analysis and Discussion

CHAPTER-3: ANALYSIS AND DISCUSSION

 Respondents Age:
20-30 years

16

53.33%

31-40 years

26.66%

41-50 years

16.66%

Above 50 years

3.33%

Total Respondents

30

100%

3.33%
16.66%
20-30 years
53.33%
26.66%

31-40 years
41-50 years
Above 50 years

Figure: Respondents Age

In the above figure, 53.33% respondents are 20-30 years old, 26.66% respondents are 31-40
years old, 16.66% respondents are 41-50 years old and 3.33% respondents are above 50 years
old. So, maximum customers ages are 20-30 years.

 Respondents Gender:
Male

18

60%

Female

12

40%

Total Respondents

30

100%

40%

60%

Male
Female

Figure: Respondents Gender

In this above figure, 60% respondents are male and 40% respondents are female. So, maximum
customers are male persons.

Respondents Occupation:

Service Holder

11

36.66%

Businessman

26.66%

Housewife

16.66%

Others

20%

Total Respondents

30

100%

20%
36.66%
16.66%

Service Holder
Businessman
Housewife

26.66%

Others

Figure: Respondents Occupation

In this above figure, 36.66% respondents are service holder, 26.66% respondents are
businessman, 16.66% respondents are housewife and 20% respondents occupations are
different.

Q: 1

How professional is our company?

Extremely professional

20%

Very professional

10

33.33%

Moderately professional

23.33%

Slightly professional

13.33%

Not at all professional

10%

Total Respondents

30

100%

10%

20%

Extremely professional

13.33%

Very professional
23.33%

33.33%

Moderately professional
Slightly professional
Not at all professional

Figure: Professional
In this above figure, 33.33% respondents say that our COMPANYis very professional, 23.33%
respondents say that our COMPANYis moderately professional, 20% respondents say that our

COMPANYis extremely professional, 13.33% respondents say that our COMPANYis slightly
professional and 10% respondents say that our COMPANYis not at all professional.

Q: 2

How convenient is our product to use?

Extremely convenient

11

36.66%

Very convenient

30%

Moderately convenient

26.66%

Slightly convenient

6.66%

Not at all well

0%

Total Respondents

30

100%

6.66%

0%

37%

26.66%

Extremely convenient
Very convenient
Moderately convenient
Slightly convenient

30.00%

Not at all well

Figure: Convenient

In this above figure, 36.66% respondents say that our COMPANYis extremely convenient, 30%
respondents say that our COMPANYis very convenient, 26.66% respondents say that our
COMPANYis moderately convenient and 6.66% respondents say that our COMPANYis slightly
convenient. Most of the respondents say our COMPANYis extremely convenient because if we
compare with other Companys then we find that our COMPANYgive many facility to the
customer which are very good for attracting the customer.

Q: 3

How well do you feel that our company your need?

Extremely well

23.33%

Quite well

12

40%

Moderately well

20%

Slightly well

10%

Not at all well

6.66%

Total Respondents

30

100%

10.00%

7%

23%
Extremely well
Quite well

20.00%

Moderately well
40.00%

Slightly well
Not at all well

Figure: Identify Need

10

In this above figure, 40% respondents say that our COMPANYidentifies their need quite well,
23.33% respondents say that our COMPANYidentifies their need extremely well, 20%
respondents say that our COMPANYidentifies their need moderately well, 10% respondents say
that our COMPANYidentifies their need slightly well and 6.66% respondents say that our
COMPANYidentifies their need not at all well. So, I can say, our COMPANYis able to identify
the customer needs.

Q: 4

Compared to our competitors, is our service quality better, worse or

about the same?

A great deal better

16.66%

Somewhat better

13.33%

About the same

26.66%

Somewhat worse

13

43.33%

A great deal worse

0%

Total Respondents

30

100%

0%
17%
A great deal better

43.33%

13.33%

Somewhat better
About the same

26.66%

Somewhat worse
A great deal worse

11

Figure: Service Quality

In this above figure, 43.33% respondents say that our Companys service quality is somewhat
worse than other competitors, 26.66% respondents say that our Companys service quality is
about the same to others, 16.66% respondents say that our Companys service quality is a great
deal better and 13.33% respondents say that our Companys service quality is somewhat better.
Here, maximum customers are not satisfied with our service quality compared with other
competitors. So, we have to improve our service quality.

Q: 5

Compared to our competitors, is our product rate higher, lower or

about the same?

A great deal higher

3.33%

Somewhat higher

10%

About the same

11

36.66%

Somewhat lower

30%

A great deal lower

20%

Total Respondents

30

100%

3%

10.00%

20%
A great deal higher
Somewhat higher
30.00%

36.66%

About the same

Somewhat lower
A great deal lower

12

Figure: Interest Rate

Q: 6

Overall, how responsive have we been to your questions or concerns

about our service?

Extremely responsive

10%

Quite responsive

30%

Moderately responsive

10

33.33%

Slightly responsive

20%

Not at all responsive

6.66%

Total Respondents

30

100%

7%

10%

Extremely responsive

20.00%
30.00%

Quite responsive
Moderately responsive

33.33%

Slightly responsive
Not at all responsive

13

Figure: Responsiveness
In this above figure, 33.33% respondents say that we are moderately responsive, 30%
respondents say that we are quite responsive, 20% respondents say that we are slightly
responsive, 10% respondents say that we are extremely responsive and 6.66% respondents say
that we are not at all responsive. Here, maximum customers say that we are moderate responsive.
So, we have to give more concern about our service.

Q: 7

Do you like our company neither like it, or dislike it?

Like a great deal

12

40%

Like a little

26.66%

Neither like nor dislike

16.66%

Dislike a little

13.33%

Dislike a great deal

3.33%

Total Respondents

30

100%

3%
13.33%

40%

Like a great deal

Like a little

16.66%

Neither like nor dislike

Dislike a little

26.66%

Dislike a great deal

Figure: Likeliness

14

In this above figure, 40% respondents choose our COMPANYlike a great deal, 26.66%
respondents like a little, 16.66% respondents neither like nor dislike, 13.33% respondents dislike
a little and 3.33% respondents dislike a great deal. Here, maximum customers like our
COMPANYwhich is good for doing this business.

Q: 8

How helpful was our customer service representative?

Extremely helpful

13.33%

Quite helpful

26.66%

Moderately helpful

10

33.33%

Slightly helpful

23.33%

Not at all helpful

3.33%

Total Respondents

30

100%

3%
13%
23.33%

Extremely helpful
26.66%

Quite helpful
Moderately helpful

33.33%

Slightly helpful
Not at all helpful

Figure: Helpfulness

15

In this above figure, 33.33% respondents say that our customer representatives are moderately
helpful, 26.66% respondents say that our customer representatives are quite helpful, 23.33%
respondents say that our customer representatives are slightly helpful, 13.33% respondents say
that our customer representatives are extremely helpful and 3.33% respondents say that our
customer representatives are not at all helpful. So we have to take more care about our
customers.

Q: 9

How well did our customer service representative answer your

question or solve your problem?

Extremely well

12

40%

Quite well

26.66%

Moderately well

16.66%

Slightly well

10%

Not at all well

6.66%

Total Respondents

30

100%

10.00%

7%
40%

16.66%

Extremely well
Quite well
Moderately well
Slightly well

26.66%

Not at all well

16

Figure: Answering ability

In this above figure, 40% respondents say that our customer representatives answering question
ability is extremely well, 26.66% respondents say that our customer representatives answering
question ability is quite well, 16.66% respondents say that our customer representatives
answering question ability is moderately well, 10% respondents say that our customer
representatives answering question ability is slightly well and 6.66% respondents say that our
customer representatives answering question ability is not at all well. So that, I can say, our
customer representatives are efficient.

Q: 12

Overall, are you satisfied with the customer service you received,

dissatisfied with our customer service, or neither satisfied nor dissatisfied?

Extremely satisfied

16.66%

Somewhat satisfied

13

43.33%

Neither satisfied nor

20%

Somewhat dissatisfied

6.66%

Extremely dissatisfied

13.33%

Total Respondents

30

100%

dissatisfied

Extremely satisfied
6.66%

13.33%

16.66%

Somewhat satisfied

20%
43.33%

Neither satisfied nor

dissatisfied
Somewhat dissatisfied
Extremely dissatisfied

Figure: Customer Service

17

In this above figure, 43.33% respondents are somewhat satisfied for our Companys customer
service, 20% respondents are neither satisfied nor dissatisfied for our Companys customer
service, 16.66% respondents are extremely satisfied for our Companys customer service,
13.33% respondents are extremely dissatisfied for our Companys customer service and 6.66%
respondents are somewhat dissatisfied for our Companys customer service. Here, maximum
customers are satisfied for our customer service. This is also strength for our Company.

Q: 13

How likely is it that you would recommend this company to a friend

or colleague?

6.66%

10%

16.66%

16

53.33%

13.33%

Total Respondents

30

100%

6.66%
13.33%

10%
1
16.66%

2
3
4

53.33%

Figure: Recommendation Scaling

18

In this above figure, 53.33% respondents give 4 out of 5, 16.66% respondents give 3 out of 5,
13.33% respondents give 5 out of 5, 10% respondents give 2 out of 5 and 6.66% respondents
give 1 out of 5. In recommendation scale our rating is well because our customers trust our
COMPANYvery much and recommend to others.

Q: 14

I consider me a loyal patron of the Company.

Strongly disagree

0%

Disagree

3.33%

Moderately agree

10%

Agree

11

36.66%

Strongly agree

15

50%

Total Respondents

30

100%

0% 3.33%
10%
Strongly disagree
50%

Disagree
36.66%

Moderately agree
Agree
Strongly agree

Figure: Loyalty

19

In this above figure, 50% respondents strongly agree with this statement, 36.66% respondents are
agree with this statement, 10% respondents are moderately agree with this statement and 3.33%
respondents are disagree with this statement. Here, the maximum respondents are strongly
agreed because they believe that they are loyal about our Company.

Chapter -4
20

Major Findings

CHAPTER-4: MAJOR FINDINGS

Respondents Age:

3.33%
16.66%
20-30 years
53.33%
26.66%

31-40 years
41-50 years
Above 50 years

21

Figure: Respondent Age

Major Finding: The Maximum customers are young.

Respondents Gender:

40%
Male

60%

Female

Figure: Respondents Gender

Major Finding: The maximum customers are male persons.

Respondents Occupation:

20%
36.66%
16.66%

Service Holder
Businessman
Housewife

26.66%

Others

22

Figure: Respondents Occupation

Major Finding: The maximum customers are service holder.

Q: 1

How professional is our Company?

10%

20%

Extremely professional

13.33%

Very professional
23.33%

33.33%

Moderately professional
Slightly professional
Not at all professional

Figure: Professional
Major Finding: The maximum customers say AIBL is very professional.

Q: 2

How convenient is our COMPANYto use?

6.66%

0%
37%

26.66%

Extremely convenient
Very convenient
Moderately convenient
Slightly convenient

30.00%

Not at all well

Figure: Convenient

23

Major Finding: The maximum customers say AIBL is extremely convenient.

Q: 3

How well do you feel that our COMPANYunderstands your need?

10.00%

7%

23%

Extremely well
Quite well

20.00%

Moderately well
40.00%

Slightly well
Not at all well

Figure: Identify Need

Major Finding: The maximum customers say AIBL quite well for identifying customer need.

Q: 4

Compared to our competitors, is our service quality better, worse or

about the same?

0%
17%

A great deal better

43.33%

13.33%

Somewhat better
About the same

26.66%

Somewhat worse
A great deal worse

Figure: Service Quality

24

Major Finding: The maximum customers say AIBLs service quality is somewhat worse
compared with other competitors.

Q: 5

Compared to our competitors, is our interest rate higher, lower or

about the same?

3%

10.00%

20%

A great deal higher

Somewhat higher

30.00%

36.66%

About the same

Somewhat lower
A great deal lower

Figure: Interest Rate

Major Finding: The maximum customers say AIBLs interest rate is about the same compared
with other competitors.

Q: 6

Overall, how responsive have we been to your questions or concerns

about our service?

7%

10%
Extremely responsive

20.00%

30.00%

Quite responsive
Moderately responsive

33.33%

Slightly responsive
Not at all responsive

Figure: Responsiveness

25

Major Finding: The maximum customers say AIBL is moderately responsive for customers
questions.

Q: 7

Do you like our Company, neither like it, or dislike it?

3%

13.33%

40%

Like a great deal

Like a little

16.66%

Neither like nor dislike

Dislike a little

26.66%

Dislike a great deal

Figure: Likeliness
Major Finding: The maximum customers like a great deal to the AIBL.

Q: 8

How helpful was our customer service representative?

3%
23.33%

13%

Extremely helpful
26.66%

Quite helpful
Moderately helpful

33.33%

Slightly helpful
Not at all helpful

Figure: Helpfulness

26

Major Finding: The maximum customers say AIBLs service representatives are moderately
helpful.

Q: 9

How well did our customer service representative answer your

question or solve your problem?

10.00%

7%
40%

16.66%

Extremely well
Quite well
Moderately well
Slightly well

26.66%

Not at all well

Figure: Answering ability

Major Finding: The maximum customers say AIBLs service representatives are answering
extremely well.

Q: 10

Overall, are you satisfied with the employees at our Company,

neither satisfied nor dissatisfied with them, or dissatisfied with them?

10.00%

3%

Extremely satisfied
37%

20.00%

Slightly satisfied
Neither satisfied nor
dissatisfied

30.00%

Slightly dissatisfied
Extremely dissatisfied

27

Figure: Satisfied with the Employee

Major Finding: The maximum customers are extremely satisfied with AIBL employees.

Q: 11

Was your experience with customer service at our COMPANYbetter

than you expected it to be, or about what you expected it to be?

6.66%

10%

13%

A great deal better

Somewhat better

23.33%
46.66%

About what was expected

Somewhat worse
A great deal worse

Figure: Customer Service Experience

Major Finding: The maximum customers say AIBL provide somewhat better service which
customers expected.

Q: 12

Overall, are you satisfied with the customer service you received,

dissatisfied with our customer service, or neither satisfied nor dissatisfied?

Extremely satisfied
6.66%

13.33%

16.66%

Somewhat satisfied

20%
43.33%

Neither satisfied nor

dissatisfied
Somewhat dissatisfied
Extremely dissatisfied

28

Figure: Customer Service

Major Finding: The maximum customers somewhat satisfied with AIBL customer service.

Q: 13

How likely is it that you would recommend this COMPANYto a

friend or colleague?

13.33%

6.66%

10%
1
2

16.66%

53.33%

4
5

Figure: Recommendation Scaling

Major Finding: The maximum customers recommendation AIBL to others.

Q: 14

I consider me a loyal patron of the Company.

0% 3.33%
10%
Strongly disagree
50%

Disagree
36.66%

Moderately agree
Agree
Strongly agree

Figure: Loyalty

29

Major Finding: The maximum customers strongly agree that they are loyal customer of AIBL

Finding of The Report

The customers of the Al-Arafah Islami COMPANYLtd at Natun
Bazar- Baridhara Branch are very Loyal.

30

Chapter -5
Recommendations And conclusion

31

(Appendix)
Questionnaire on Evaluation of Customer Loyalty of AIBL
(Natun Bazar-Baridhara Branch)
It is to be assured that, the information collected from this survey will be kept confidential and
will be used solely for academic purpose. Your valued judgment will be highly appreciable.
Occupation: .

Age...................................,
Male / Female

1. How professional is our Company?

o Extremely professional
o Very professional
o Moderately professional
o Slightly professional
o Not at all professional
2. How convenient is our COMPANY to use?
o Extremely convenient
o Very convenient
o Moderately convenient
o Slightly convenient
o Not at all well
3. How well do you feel that our COMPANY understands your need?
o
o
o
o
o

Extremely well
Quite well
Moderately well
Slightly well
Not at all well

32

4. Compared to our competitors, is our service quality better, worse or about the same?
o A great deal better
o Somewhat better
o About the same
o Somewhat worse
o A great deal worse
5. Compared to our competitors, is our interest rate higher, lower or about the same?
o A great deal higher
o Somewhat higher
o About the same
o Somewhat lower
o A great deal lower
6. Overall, how responsive have we been to your questions or concerns about our service?
o Extremely responsive
o Quite responsive
o Moderately responsive
o Slightly responsive
o Not at all responsive
7. Do you like our Company, neither like it, or dislike it?
o Like a great deal
o Like a little
o Neither like nor dislike
o Dislike a little
o Dislike a great deal
8. How helpful was our customer service representative?
o Extremely helpful
o Quite helpful
o Moderately helpful
o Slightly helpful
o Not at all helpful
9. How well did our customer service representative answer your question or solve your
problem?
o Extremely well
o Quite well
o Moderately well
o Slightly well
o Not at all well
10. Overall, are you satisfied with the employees at our Company, neither satisfied nor
dissatisfied with them, or dissatisfied with them?

33

o
o
o
o
o

Extremely satisfied
Slightly satisfied
Neither satisfied nor dissatisfied
Slightly dissatisfied
Extremely dissatisfied

11. Was your experience with customer service at our COMPANYbetter than you expected it
to be, or about what you expected it to be?
o A great deal better
o Somewhat better
o About what was expected
o Somewhat worse
o A great deal worse
12. Overall, are you satisfied with the customer service you received, dissatisfied with our
customer service, or neither satisfied nor dissatisfied?
o
o
o
o
o

Extremely satisfied
Somewhat satisfied
Neither satisfied nor dissatisfied
Somewhat dissatisfied
Extremely dissatisfied

13. How likely is it that you would recommend this COMPANYto a friend or colleague?
Not at all likely- 1
o

Extremely likely-5
o

14. I consider me a loyal patron of the Company.

o
o
o
o
o

Strongly disagree
Disagree
Moderately agree
Agree
Strongly agree

At DESIGNA Tiles we welcome frank and honest feed-back from all of our customers. Our aim
is to be considered New Zealand's BEST tile supplier and we'd really appreciate it if you could
tell us what we're doing well - and highlight any areas where we can improve. Individual survey

34

responses are completely anonymous and only the summarised results are provided to
DESIGNA.
Thank you for participating. The survey should only take 5 minutes or so.
1. How did you first hear about DESIGNA Tiles?
How did you first hear about DESIGNA Tiles? I am a previous customer
Referred by friend
Referred by tradesman / professional
Designa web site
Yellow Pages or other business directory
Other advertising media
Can't recall
Other comments?
2. If you have visited DESIGNA's web site, what did you think of it?
Poor
Average
Good
Excellent
Ease to
Ease to
find and
find and
navigate
navigate Good
Average

Ease to
find and
navigate
Excellent

Not applicable
Ease to
find and
navigate Not
applicable

Ease to find and

navigate

Ease to find
and navigate
Poor

Usefulness and
information

Usefulness
Usefulness
Usefulness
Usefulness
Usefulness
and
and
and
and
and
information
information
information
information
information
Poor
Average
Good
Excellent Not applicable

Images and
design ideas

Images
and design
ideas Poor

Images
and design
ideas Average

Product
information

Product
information
Poor

Product
information
Average

Product
information
Good

Product
Product
information
information
Excellent Not applicable

Links to
additional
information

Links to
additional
information
Poor

Links to
additional
information
Average

Links to
additional
information
Good

Links to
Links to
additional
additional
information
information
Excellent Not applicable

Images
Images
and design
and design
ideas Good ideas Excellent

Images
and design
ideas Not
applicable

Other comments?
3. If you have visited DESIGNA's showroom at 15 Kalmia Street Ellerslie, what did you think of
it?
Poor
Average
Good
Excellent Not applicable

35

Poor

Average

Good

Excellent

Not applicable

Ease of finding
location

Ease of finding
location Poor

Ease of
finding
location
Average

Ease of
finding
location Good

Ease of
finding
location
Excellent

Ease of
finding
location Not
applicable

Ease of parking

Ease of
parking Poor

Ease of
parking
Average

Ease of
parking Good

Ease of
parking
Excellent

Ease of
parking Not
applicable

General
General
General
General
General
General standard
standard of
standard of
standard of
standard of
standard of
of showroom
showroom
showroom
showroom
showroom
showroom
(layout, design
(layout, design
(layout, design (layout, design (layout, design (layout, design
etc)
etc) Not
etc) Poor
etc) Average
etc) Good
etc) Excellent
applicable
Availability of
samples &/or
brochures

Availability of Availability of Availability of Availability of

Availability of
samples &/or samples &/or samples &/or samples &/or
samples &/or
brochures
brochures
brochures brochures Not
brochures Poor
Average
Good
Excellent
applicable

Displays,
Displays,
Displays,
Displays,
Displays,
Displays, tiled
tiled areas and tiled areas and tiled areas and tiled areas and
areas and mock- tiled areas and
mock-up
mock-up
mock-up
mock-up
mock-up
up examples
examples
examples
examples
examples Not
examples Poor
Average
Good
Excellent
applicable
Other (please specify)
4. Thinking about your interactions with DESIGNA's staff, please rank the following qualities;
Poor
Average
Good
Excellent Not applicable

Friendliness
and welcome

*Thinking
about your
interactions
with
DESIGNA's
Friendliness
staff, please
and welcome
rank the
Average
following
qualities;
Friendliness
and welcome
Poor

Friendliness
and welcome
Good

Friendliness
Friendliness
and welcome and welcome
Excellent
Not applicable

Communicatio
n - both
Communicatio Communicatio Communicatio Communicatio Communicatio
listening &
n - both
n - both
n - both
n - both
n - both
explaining
listening &
listening &
listening &
listening &
listening &

36

Poor
explaining Poor

Average
explaining
Average

Good
explaining
Good

Excellent
explaining
Excellent

Product
knowledge
Poor

Product
knowledge
Average

Product
knowledge
Good

Product
Product
knowledge knowledge Not
Excellent
applicable

Helpfulness and Helpfulness

design
and design
suggestions
suggestions
Poor

Helpfulness
and design
suggestions
Average

Helpfulness
and design
suggestions
Good

Helpfulness
Helpfulness
and design
and design
suggestions suggestions Not
Excellent
applicable

Product
knowledge

Not applicable
explaining Not
applicable

Reliability:
Reliability:
Reliability:
Reliability:
Reliability:
Reliability:
following-up
following-up etc following-up following-up following-up following-up
etc Not
etc Poor
etc Average
etc Good
etc Excellent
applicable
Willingness to
go the 'extra
mile'

Willingness to
Willingness to Willingness to Willingness to Willingness to
go the 'extra
go the 'extra
go the 'extra
go the 'extra
go the 'extra
mile' Not
mile' Poor
mile' Average mile' Good mile' Excellent
applicable

Other (please specify)

5. Thinking about DESIGNA's product range and value, please rate the following qualities;
Poor
Average
Good
Excellent Not applicable
*Thinking
about
DESIGNA's
product range
Range of
Range of
Range of
and value,
Range of
Range of tile
tile choices tile choices - tile choices please rate the
tile choices choices - sizes,
sizes, colours,
sizes, colours, sizes, colours,
following
sizes,
colours,
colours, designs,
designs,
designs,
designs,
qualities;
designs,
finishes
finishes
finishes
finishes Not
Range of tile
finishes Good
Average
Excellent
applicable
choices - sizes,
colours,
designs,
finishes Poor
Value for
Value for
Value for
Value for
Value for
Value for money,
money, pricing
money, pricing money, pricing
money, pricing
money, pricing
pricing and
and
and
and
and
and
willingness to
willingness to
willingness to willingness to
willingness to
willingness to
negotiate
negotiate
negotiate
negotiate Not
negotiate Poor
negotiate Good
Average
Excellent
applicable
Choice of quality
Choice of
Choice of
Choice of
Choice of
Choice of

37

suppliers /
manufacturers

Immediate
availability of
stock

Poor
Average
Good
Excellent Not applicable
quality
quality
quality
quality
quality
suppliers /
suppliers /
suppliers /
suppliers /
suppliers /
manufacturers manufacturers manufacturers manufacturers manufacturers
Poor
Average
Good
Excellent Not applicable
Immediate
Immediate
Immediate
Immediate
Immediate
availability of
availability of availability of availability of availability of
stock Not
stock Poor stock Average stock Good stock Excellent
applicable

Other (please specify)

THANKS A LOT FOR YOUR TIME SPARED AND PATIENCE

38