Questionnaire for Riders
Demographic Information:
1.1. Age:
- What is your age?
1.2. Gender:
- Male
- Female
- Other (please specify)
1.3. How long have you been working as a delivery rider?
1.4. What types of items do you usually deliver? (e.g., food, packages, groceries)
Section A: Reliability - Assessing Dependability
1. How consistently do you meet the promised delivery times in Odiongan, Romblon?
- 1 (Rarely)
- 2 (Occasionally)
- 3 (Moderately)
- 4 (Frequently)
- 5 (Consistently)
2. How accurate are the delivery details provided to you, such as product descriptions and
quantities?
- 1 (Very Inaccurate)
- 2 (Somewhat Inaccurate)
- 3 (Moderately Accurate)
- 4 (Accurate)
- 5 (Very Accurate)
3. How reliable is the tracking information you receive during the last mile delivery process?
- 1 (Not Reliable at All)
- 2 (Slightly Reliable)
- 3 (Moderately Reliable)
- 4 (Reliable)
- 5 (Very Reliable)
4. In your experience, how consistent is the performance of last mile delivery services in terms
of meeting delivery promises?
- 1 (Highly Inconsistent)
- 2 (Somewhat Inconsistent)
- 3 (Moderately Consistent)
- 4 (Consistent)
- 5 (Highly Consistent)
5. To what extent does the reliability of last mile deliveries influence your overall satisfaction as
a delivery rider?
- 1 (Not Influential)
- 2 (Slightly Influential)
- 3 (Moderately Influential)
- 4 (Very Influential)
- 5 (Extremely Influential)
6. How often do you experience delays in last mile deliveries, if at all?
- 1 (Frequently)
- 2 (Occasionally)
- 3 (Rarely)
- 4 (Almost Never)
- 5 (Never)
7. How satisfied are you with the consistency of delivery times across different days and
occasions?
- 1 (Very Dissatisfied)
- 2 (Dissatisfied)
- 3 (Neutral)
- 4 (Satisfied)
- 5 (Very Satisfied)
8. In your opinion, to what extent do external factors (e.g., traffic, weather) affect the reliability
of last mile deliveries?
- 1 (Significantly)
- 2 (Moderately)
- 3 (Slightly)
- 4 (Negligibly)
- 5 (Not at All)
9. How often do you encounter situations where the actual delivery differs from the initially
communicated delivery time?
- 1 (Frequently)
- 2 (Occasionally)
- 3 (Rarely)
- 4 (Almost Never)
- 5 (Never)
10. How confident are you in the reliability of last mile delivery services you provide in
Odiongan, Romblon?
- 1 (Not Confident at All)
- 2 (Slightly Confident)
- 3 (Moderately Confident)
- 4 (Very Confident)
- 5 (Extremely Confident)
Section B: Responsiveness - Evaluating Promptness and Willingness to Help
1. How promptly do you address and resolve issues or concerns during last mile deliveries?
- 1 (Not Prompt at All)
- 2 (Slightly Prompt)
- 3 (Moderately Prompt)
- 4 (Very Prompt)
- 5 (Extremely Prompt)
2. To what extent are you willing to assist with specific requests or modifications to the delivery
process?
- 1 (Not Willing at All)
- 2 (Slightly Willing)
- 3 (Moderately Willing)
- 4 (Very Willing)
- 5 (Extremely Willing)
3. How often do you provide proactive updates to customers about their delivery status?
- 1 (Rarely)
- 2 (Occasionally)
- 3 (Moderately)
- 4 (Frequently)
- 5 (Always)
4. In your experience, how well does the responsiveness to customer needs impact the overall
efficiency of last mile deliveries?
- 1 (Negatively)
- 2 (Slightly Negatively)
- 3 (Neutral)
- 4 (Slightly Positively)
- 5 (Positively)
5. How satisfied are you with the efficiency of addressing customer inquiries or concerns during
the last mile delivery process?
- 1 (Very Dissatisfied)
- 2 (Dissatisfied)
- 3 (Neutral)
- 4 (Satisfied)
- 5 (Very Satisfied)
6. To what extent do you adjust your approach based on the specific needs or preferences of
customers during last mile deliveries?
- 1 (Not at All)
- 2 (Slightly)
- 3 (Moderately)
- 4 (Very)
- 5 (Extremely)
7. How often do you proactively communicate potential delays to customers, if any?
- 1 (Rarely)
- 2 (Occasionally)
- 3 (Moderately)
- 4 (Frequently)
- 5 (Always)
8. How do you handle situations where customer requests conflict with operational constraints
during last mile deliveries?
- 1 (Ignore Customer Requests)
- 2 (Inform Customer of Constraints)
- 3 (Negotiate Alternatives)
- 4 (Adapt Operations to Accommodate)
- 5 (Other, please specify)
9. How often do you seek feedback from customers about their preferences to enhance
responsiveness?
- 1 (Rarely)
- 2 (Occasionally)
- 3 (Moderately)
- 4 (Frequently)
- 5 (Always)
10. How important is responsiveness in meeting customer expectations during last mile
deliveries?
- 1 (Not Important)
- 2 (Slightly Important)
- 3 (Moderately Important)
- 4 (Very Important)
- 5 (Extremely Important)
Section C: Assurance - Evaluating Competence and Courtesy
1. How confident are you in your competence to handle and deliver packages safely during last
mile deliveries?
- 1 (Not Confident at All)
- 2 (Slightly Confident)
- 3 (Moderately Confident)
- 4 (Very Confident)
- 5 (Extremely Confident)
2. How well do you ensure clear and effective communication of information about the delivery
process to customers?
- 1 (Poorly)
- 2 (Fairly Well)
- 3 (Moderately Well)
- 4 (Very Well)
- 5 (Exceptionally Well)
3. To what extent do you feel assured in your ability to handle unexpected challenges or
obstacles during last mile deliveries?
- 1 (Not Assured at All)
- 2 (Slightly Assured)
- 3 (Moderately Assured)
- 4 (Very Assured)
- 5 (Extremely Assured)
4. How often do you seek additional information or clarification to enhance your understanding
of customer preferences or requirements?
- 1 (Rarely)
- 2 (Occasionally)
- 3 (Moderately)
- 4 (Frequently)
- 5 (Always)
5. In your interactions with customers, how often do you provide reassurance regarding the
security and safety of their packages?
- 1 (Rarely)
- 2 (Occasionally)
- 3 (Moderately)
- 4 (Frequently)
- 5 (Always)
6. How satisfied are you with the clarity and completeness of information provided to you
regarding each delivery task?
- 1 (Very Dissatisfied)
- 2 (Dissatisfied)
- 3 (Neutral)
- 4 (Satisfied)
- 5 (Very Satisfied)
7. How do you handle situations where customers express concerns about the safety of their
delivered items?
- 1 (Dismiss Concerns)
- 2 (Provide Information and Reassurance)
- 3 (Take Additional Safety Measures)
- 4 (Involve Customer in Resolution)
- 5 (Other, please specify)
8. In your experience, how does the level of assurance you provide influence customers'
confidence in the last mile delivery service?
- 1 (Negatively)
- 2 (Slightly Negatively)
- 3 (Neutral)
- 4 (Slightly Positively)
- 5 (Positively)
9. How often do you undergo training or receive updates to enhance your skills and knowledge
related to last mile delivery?
- 1 (Rarely)
- 2 (Occasionally)
- 3 (Moderately)
- 4 (Frequently)
- 5 (Always)
10. How important do you believe assurance in competence and courtesy is for achieving
customer satisfaction in last mile deliveries?
- 1 (Not Important)
- 2 (Slightly Important)
- 3 (Moderately Important)
- 4 (Very Important)
- 5 (Extremely Important)
Section D: Empathy - Assessing Understanding and Attention
1. How well do you understand and address the specific needs and preferences of customers
during last mile deliveries?
- 1 (Poorly)
- 2 (Fairly Well)
- 3 (Moderately Well)
- 4 (Very Well)
- 5 (Exceptionally Well)
2. How attentive are you to customer concerns or special instructions provided during the last
mile delivery process?
- 1 (Not At All Attentive)
- 2 (Slightly Attentive)
- 3 (Moderately Attentive)
- 4 (Very Attentive)
- 5 (Extremely Attentive)
3. How often do you engage in active listening when customers communicate their preferences
or concerns?
- 1 (Rarely)
- 2 (Occasionally)
- 3 (Moderately)
- 4 (Frequently)
- 5 (Always)
4. To what extent do you personalize the delivery experience based on customer preferences
(e.g., delivery location, preferred time)?
- 1 (Not at All)
- 2 (Slightly)
- 3 (Moderately)
- 4 (Very)
- 5 (Completely)
5. How do you handle situations where customers express dissatisfaction or disappointment
with the last mile delivery service?
- 1 (Dismiss Concerns)
- 2 (Apologize and Explain)
- 3 (Offer Solutions or Alternatives)
- 4 (Seek Feedback for Improvement)
- 5 (Other, please specify)
6. In your interactions with customers, how often do you express empathy by acknowledging
their concerns or inconveniences?
- 1 (Rarely)
- 2 (Occasionally)
- 3 (Moderately)
- 4 (Frequently)
- 5 (Always)
7. How satisfied are you with your ability to understand and respond to the emotions or
expectations of customers?
- 1 (Very Dissatisfied)
- 2 (Dissatisfied)
- 3 (Neutral)
- 4 (Satisfied)
- 5 (Very Satisfied)
8. To what extent do you adapt your communication style to suit the preferences of different
customers during last mile deliveries?
- 1 (Not at All)
- 2 (Slightly)
- 3 (Moderately)
- 4 (Very)
- 5 (Completely)
9. How often do you go above and beyond the standard delivery process to exceed customer
expectations?
- 1 (Rarely)
- 2 (Occasionally)
- 3 (Moderately)
- 4 (Frequently)
- 5 (Always)
10. How important do you believe empathy is for building positive customer relationships in the
context of last mile deliveries?
- 1 (Not Important)
- 2 (Slightly Important)
- 3 (Moderately Important)
- 4 (Very Important)
- 5 (Extremely Important)
Section E: Tangibles - Assessing Physical Facilities and Communication Materials
1. How would you rate the physical condition of the delivery vehicles used in last mile
deliveries?
- 1 (Very Poor)
- 2 (Poor)
- 3 (Fair)
- 4 (Good)
- 5 (Excellent)
2. To what extent do you believe the appearance and cleanliness of the delivery vehicle impact
the overall perception of the last mile delivery service?
- 1 (Not at All)
- 2 (Slightly)
- 3 (Moderately)
- 4 (Very)
- 5 (Extremely)
3. How satisfied are you with the availability and functionality of the tools and equipment
provided for last mile deliveries (e.g., handheld devices, packaging materials)?
- 1 (Very Dissatisfied)
- 2 (Dissatisfied)
- 3 (Neutral)
- 4 (Satisfied)
- 5 (Very Satisfied)
4. In your experience, how well-maintained are the facilities or hubs used for sorting and
organizing packages before last mile deliveries?
- 1 (Very Poorly Maintained)
- 2 (Poorly Maintained)
- 3 (Moderately Maintained)
- 4 (Well-Maintained)
- 5 (Very Well-Maintained)
5. How important do you believe the condition and functionality of your delivery equipment are
for ensuring a smooth last mile delivery process?
- 1 (Not Important)
- 2 (Slightly Important)
- 3 (Moderately Important)
- 4 (Very Important)
- 5 (Extremely Important)
6. To what extent are communication materials (e.g., delivery notifications, packaging
information) provided to you clear and helpful?
- 1 (Not at All Clear and Helpful)
- 2 (Slightly Clear and Helpful)
- 3 (Moderately Clear and Helpful)
- 4 (Very Clear and Helpful)
- 5 (Extremely Clear and Helpful)
7. How often do you encounter issues related to the functionality or reliability of
communication tools (e.g., handheld devices, communication apps) during last mile deliveries?
- 1 (Frequently)
- 2 (Occasionally)
- 3 (Rarely)
- 4 (Almost Never)
- 5 (Never)
8. How satisfied are you with the accessibility of information and resources (e.g., delivery
routes, customer instructions) provided to you?
- 1 (Very Dissatisfied)
- 2 (Dissatisfied)
- 3 (Neutral)
- 4 (Satisfied)
- 5 (Very Satisfied)
9. How do you believe the quality of communication materials and tools contributes to the
overall efficiency of the last mile delivery process?
- 1 (Negatively)
- 2 (Slightly Negatively)
- 3 (Neutral)
- 4 (Slightly Positively)
- 5 (Positively)
10. How often do you receive training or updates on the proper use and maintenance of
delivery equipment and tools?
- 1 (Rarely)
- 2 (Occasionally)
- 3 (Moderately)
- 4 (Frequently)
- 5 (Always)
Work Dynamics and Strategies
2.1. Motivation:
- How motivated do you feel in providing efficient last mile delivery services?
- Not motivated at all
- Slightly motivated
- Moderately motivated
- Very motivated
- Extremely motivated
2.2. Communication:
- How do you rate your communication skills with customers?
- Poor
- Fair
- Good
- Very good
- Excellent
2.3. Problem-Solving:
- How effective do you find yourself in resolving issues or challenges during deliveries?
- Not effective at all
- Slightly effective
- Moderately effective
- Very effective
- Extremely effective
2.4. Feedback:
- How often do you receive feedback from customers?
- Never
- Rarely
- Occasionally
- Frequently
- Always
2.5. Training:
- Do you feel you have received adequate training for your role as a delivery rider?
- Not at all
- Somewhat
- Moderately
- Very much
- Extremely
Operational Challenges and Opportunities:
3.1. Road Conditions:
- How do road conditions, such as narrow or rough roads, impact your satisfaction with the
last mile delivery service?
- Not at all
- Slightly
- Moderately
- Very much
- Extremely
3.2. Weather:
- How does weather conditions impact the condition of delivered items?
- Not at all
- Slightly
- Moderately
- Very much
- Extremely
3.3. Time Management:
- How satisfied are you with your ability to manage delivery timeframes?
- Very dissatisfied
- Dissatisfied
- Neutral
- Satisfied
- Very satisfied
3.4. Cost Efficiency:
- How do you perceive the cost efficiency of last mile delivery services?
- Very inefficient
- Inefficient
- Neutral
- Efficient
- Very efficient
3.5. Technology Use:
- How would you rate the utilization of technology in your last mile delivery work?
- Poor
- Fair
- Good
- Very good
- Excellent
Customer Interaction:
4.1. How do you handle customer inquiries or concerns during deliveries?
4.2. How would you describe your interactions with customers in terms of friendliness and
professionalism?
4.3. In your experience, what factors contribute to positive customer feedback?
Overall Impact and Recommendations:
5.1. How do you think operational challenges and opportunities influence customer satisfaction
levels with last mile delivery services?
5.2. What recommendations do you have to improve the quality and efficiency of last mile
delivery services in Odiongan, Romblon, considering both customer expectations and
operational constraints?
Questionnaire for Customers
Demographic Information:
1.1. Age:
- What is your age?
1.2. Gender:
- Male
- Female
- Other (please specify)
1.3 Profession:
- What is your profession or occupation?
1.4. Frequency of Ordering and Delivery:
- How often do you order goods for delivery in a month?
- Once a month
- 2-3 times a month
- 4-6 times a month
- More than 6 times a month
Section A: Reliability - Assessing Dependability
1. How satisfied are you with the overall reliability of last mile delivery services in Odiongan,
Romblon?
- 1 (Very Dissatisfied)
- 2 (Dissatisfied)
- 3 (Neutral)
- 4 (Satisfied)
- 5 (Very Satisfied)
2. How frequently have you experienced delays in the last mile delivery process?
- 1 (Frequently)
- 2 (Occasionally)
- 3 (Rarely)
- 4 (Almost Never)
- 5 (Never)
3. On a scale of 1 to 5, how important is the accuracy of delivery details (e.g., product
descriptions, quantities) to your overall satisfaction with last mile deliveries?
- 1 (Not Important)
- 2 (Slightly Important)
- 3 (Moderately Important)
- 4 (Very Important)
- 5 (Extremely Important)
4. How confident are you in the reliability of tracking information provided during last mile
deliveries?
- 1 (Not Confident at All)
- 2 (Slightly Confident)
- 3 (Moderately Confident)
- 4 (Very Confident)
- 5 (Extremely Confident)
5. In your experience, to what extent do external factors (e.g., traffic, weather) affect the
reliability of last mile deliveries?
- 1 (Significantly)
- 2 (Moderately)
- 3 (Slightly)
- 4 (Negligibly)
- 5 (Not at All)
Section B: Responsiveness - Evaluating Promptness and Willingness to Help
6. How satisfied are you with the responsiveness of delivery riders in addressing and resolving
issues or concerns during last mile deliveries?
- 1 (Very Dissatisfied)
- 2 (Dissatisfied)
- 3 (Neutral)
- 4 (Satisfied)
- 5 (Very Satisfied)
7. To what extent do you feel delivery riders are willing to assist with specific requests or
modifications to the delivery process?
- 1 (Not Willing at All)
- 2 (Slightly Willing)
- 3 (Moderately Willing)
- 4 (Very Willing)
- 5 (Extremely Willing)
8. How often do you receive proactive updates from delivery riders about your delivery status?
- 1 (Rarely)
- 2 (Occasionally)
- 3 (Moderately)
- 4 (Frequently)
- 5 (Always)
9. In your opinion, how well do responsive actions from delivery riders impact the overall
efficiency of last mile deliveries?
- 1 (Negatively)
- 2 (Slightly Negatively)
- 3 (Neutral)
- 4 (Slightly Positively)
- 5 (Positively)
10. How satisfied are you with the efficiency of addressing your inquiries or concerns during the
last mile delivery process?
- 1 (Very Dissatisfied)
- 2 (Dissatisfied)
- 3 (Neutral)
- 4 (Satisfied)
- 5 (Very Satisfied)
Section C: Assurance - Evaluating Competence and Courtesy
11. How confident are you in the competence of delivery riders to handle and deliver packages
safely?
- 1 (Not Confident at All)
- 2 (Slightly Confident)
- 3 (Moderately Confident)
- 4 (Very Confident)
- 5 (Extremely Confident)
12. How well do delivery riders ensure clear and effective communication of information about
the delivery process to you?
- 1 (Poorly)
- 2 (Fairly Well)
- 3 (Moderately Well)
- 4 (Very Well)
- 5 (Exceptionally Well)
13. To what extent do you feel assured in the ability of delivery riders to handle unexpected
challenges or obstacles during last mile deliveries?
- 1 (Not Assured at All)
- 2 (Slightly Assured)
- 3 (Moderately Assured)
- 4 (Very Assured)
- 5 (Extremely Assured)
14. How often do you seek additional information or clarification from delivery riders to
enhance your understanding of the delivery process?
- 1 (Rarely)
- 2 (Occasionally)
- 3 (Moderately)
- 4 (Frequently)
- 5 (Always)
15. In your interactions with delivery riders, how often do they provide reassurance regarding
the security and safety of your packages?
- 1 (Rarely)
- 2 (Occasionally)
- 3 (Moderately)
- 4 (Frequently)
- 5 (Always)
Section D: Empathy - Assessing Understanding and Attention
16. How well do you perceive delivery riders understand and address your specific needs and
preferences during last mile deliveries?
- 1 (Poorly)
- 2 (Fairly Well)
- 3 (Moderately Well)
- 4 (Very Well)
- 5 (Exceptionally Well)
17. How attentive do you find delivery riders to be regarding your concerns or special
instructions provided during the last mile delivery process?
- 1 (Not At All Attentive)
- 2 (Slightly Attentive)
- 3 (Moderately Attentive)
- 4 (Very Attentive)
- 5 (Extremely Attentive)
18. How often do you perceive delivery riders engage in active listening when you communicate
your preferences or concerns?
- 1 (Rarely)
- 2 (Occasionally)
- 3 (Moderately)
- 4 (Frequently)
- 5 (Always)
19. To what extent do you feel delivery riders personalize the delivery experience based on
your preferences (e.g., delivery location, preferred time)?
- 1 (Not at All)
- 2 (Slightly)
- 3 (Moderately)
- 4 (Very)
- 5 (Completely)
20. How satisfied are you with the delivery riders' ability to address dissatisfaction or
disappointment with the last mile delivery service?
- 1 (Very Dissatisfied)
- 2 (Dissatisfied)
- 3 (Neutral)
- 4 (Satisfied)
- 5 (Very Satisfied)
Section E: Tangibles - Assessing Physical Facilities and Communication Materials
21. How would you rate the physical condition of the delivery vehicles used in last mile
deliveries?
- 1 (Very Poor)
- 2 (Poor)
- 3 (Fair)
- 4 (Good)
- 5 (Excellent)
22. To what extent do you believe the appearance and cleanliness of the delivery vehicle impact
the overall perception of the last mile delivery service?
- 1 (Not at All)
- 2 (Slightly)
- 3 (Moderately)
- 4 (Very)
- 5 (Extremely)
23. How satisfied are you with the availability and functionality of tools and equipment
provided for last mile deliveries (e.g., handheld devices, packaging materials)?
- 1 (Very Dissatisfied)
- 2 (Dissatisfied)
- 3 (Neutral)
- 4 (Satisfied)
- 5 (Very Satisfied)
24. In your experience, how well-maintained are the facilities or hubs used for sorting and
organizing packages before last mile deliveries?
- 1 (Very Poorly Maintained)
- 2 (Poorly Maintained)
- 3 (Moderately Maintained)
- 4 (Well-Maintained)
- 5 (Very Well-Maintained)
25. How important do you believe the condition and functionality of delivery equipment are for
ensuring a smooth last mile delivery process?
- 1 (Not Important)
- 2 (Slightly Important)
- 3 (Moderately Important)
- 4 (Very Important)
- 5 (Extremely Important)
Delivery Rider Dynamics and Strategies:
3.1. Motivation:
- How motivated do you think delivery riders are in providing efficient services?
- Not motivated at all
- Slightly motivated
- Moderately motivated
- Very motivated
- Extremely motivated
3.2. Communication:
- How satisfied are you with the communication skills of delivery riders?
- Very dissatisfied
- Dissatisfied
- Neutral
- Satisfied
- Very satisfied
3.3. Problem-Solving:
- How effective do you find delivery riders in resolving issues or challenges during deliveries?
- Not effective at all
- Slightly effective
- Moderately effective
- Very effective
- Extremely effective
3.4. Feedback:
- How often do you provide feedback to delivery riders?
- Never
- Rarely
- Occasionally
- Frequently
- Always
3.5. Training:
- Do you think delivery riders receive adequate training for their roles?
- Not at all
- Somewhat
- Moderately
- Very much
- Extremely
Operational Challenges and Opportunities:
[Link] Condition:
- How does the condition of roads (e.g., narrow, rough) impact the timeliness of your
deliveries?
- Not at all
- Slightly
- Moderately
- Very much
- Extremely
5.2. Weather:
- How does weather conditions impact the condition of your delivered items?
- Not at all
- Slightly
- Moderately
- Very much
- Extremely
5.3. Time:
- How satisfied are you with the delivery timeframes provided?
- Very dissatisfied
- Dissatisfied
- Neutral
- Satisfied
- Very satisfied
5.4. Cost:
- Are the delivery costs reasonable for the services provided?
- Very unreasonable
- Unreasonable
- Neutral
- Reasonable
- Very reasonable
5.5. Technology:
- How would you rate the use of technology in improving the efficiency of last mile deliveries?
- Poor
- Fair
- Good
- Very good
- Excellent
Overall Impact and Recommendations:
6.1. How do you think operational challenges and opportunities influence your overall
satisfaction with last mile delivery services?
- Positively
- Negatively
- No significant impact
7. What recommendations do you have to improve the quality and efficiency of last mile
delivery services in Odiongan, Romblon?