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Customer Retention Questionnaire for TIA

This document is a questionnaire for an academic research study focused on the influence of brand loyalty on customer retention at TIA. It includes sections for personal information, factors contributing to brand loyalty, the relationship between customer satisfaction and retention, and strategies employed by TIA to strengthen brand loyalty. Respondents are asked to provide their opinions on various statements using a rating scale and to suggest additional factors or strategies.

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yohanamwipopo
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12 views3 pages

Customer Retention Questionnaire for TIA

This document is a questionnaire for an academic research study focused on the influence of brand loyalty on customer retention at TIA. It includes sections for personal information, factors contributing to brand loyalty, the relationship between customer satisfaction and retention, and strategies employed by TIA to strengthen brand loyalty. Respondents are asked to provide their opinions on various statements using a rating scale and to suggest additional factors or strategies.

Uploaded by

yohanamwipopo
Copyright
© All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd

QUESTIONNAIRE

Introduction
Dear Respondent,
I am conducting an academic research study as part of my studies. The purpose of
this study is to examine the influence of brand loyalty on customer retention in
[Link] have been selected to participate in this study due to your experience and
role within the institute. Your responses are highly valuable and will be put very
confidential. Please answer all questions honestly and to the best of your
knowledge. This questionnaire is only for academic purposes.

Thank you for your participation.


PART I: Personal Information
Kindly provide the following personal details:

1. Gender:
Male
Female
Prefer not to say
2. Position in the Company:
__________________________________________
3. Working Experience:
Less than 1 year
1 – 3 years
4 – 6 years
7 – 10 years
More than 10 years
PART II: The key factors contributing to brand loyalty in TIA
Please indicate your level of agreement with the following statements:
(1 = Strongly Disagree, 2 = Disagree, 3 = Neutral, 4 = Agree, 5 = Strongly Agree)
1. Identify the key factors contributing to brand loyalty among these
1 2 3 4 5
Consistent service quality
influences customer loyalty.
Affordable pricing increases
brand loyalty.
Promotional offers and discounts
enhance customer attachment to
a brand.

2. Are there any other factors contributing to brand loyalty? If 2any please list
them
i. ....................................
ii. .....................................

PART III: The relationship between customer satisfaction and customer


retention.
Please indicate your level of agreement with the following statements:
(1 = Strongly Disagree, 2 = Disagree, 3 = Neutral, 4 = Agree, 5 = Strongly Agree)
1. Is the customer retention related to customer satisfaction in the following way?
1 2 3 4 5
Satisfied customers are more likely to
continue purchasing from the brand.
High-quality customer service results
in long-term brand commitment.
Positive service experiences lead to
repeated purchases.
2. Any other ways in which customer satisfaction is related to customer retention
i. .....................
ii. ......................

PART IV: The strategies employed by TIA to foster and strengthen brand loyalty
Please indicate your level of agreement with the following statements:
(1 = Strongly Disagree, 2 = Disagree, 3 = Neutral, 4 = Agree, 5 = Strongly Agree)
1. Are the following related to strategies employed to foster and strengthen
loyalty?
1 2 3 4 5
Marketing and advertising
campaigns increase
customer loyalty.
The company gathers
feedback to improve its
services.
Social media engagement
enhances brand
attachment.

2. Any other strategies used far those listed


i. ................
ii. ..... ..............

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