CUSTOMER SATISFACTION RESEARCH
To assess customer satisfaction levels regarding … services.
To identify factors that significantly influence customer satisfaction (e.g., product quality,
service quality, store environment, pricing).
To gather insights into unmet customer expectations and areas of dissatisfaction.
To propose actionable recommendations for service and product improvements.
RESEARCH CONTENT
3.1. Survey Questionnaire
Section A: Personal Information
1. Your age:
2. Your occupation:
3. Frequency of visits :
Section B: Satisfaction Evaluation Use a scale of 1 (Strongly Disagree) to 5 (Strongly Agree):
1. Product Quality:
o Beverages are flavorful and consistent.
o Quality is consistent across branches.
2. Service Quality:
o The staff are friendly and professional.
o Service is prompt and meets expectations.
3. Store Environment:
o Comfortable, clean, and pleasant ambiance.
o Suitable for working, relaxing, or meeting friends.
4. Pricing:
o Reasonable prices compared to product and service quality.
5. Overall Experience:
o I am satisfied with …
o I would recommend …to friends and family.
Section C: Open Feedback
1. What do you like most about …?
2. What improvements would you suggest?
3.2. In-Depth Interview Questions
What motivates you to choose …?
Have you encountered any issues during your visits? If so, could you explain?
How does … compare to other coffee chains in terms of service and quality?
RECOMMENDATIONS
Improve staff training to enhance service quality.
Introduce new product offerings and promotions.
Optimize store layout to improve customer comfort.
Address any recurring complaints promptly.