Pretest Survey

Samsung Company Regional Customer Satisfaction Survey after Release of Samsung Galaxy S8 Plus

This survey has been designed to found out how satisfied you are with Samsung as a company, and its products particularly its latest smart phone release of Galaxy S8 Plus., our latest in the series line of smart phones. The purpose of the study is to help us improve on our upcoming smart phones, by helping us identify areas where we can improve. Please be assured that the responses you give to this survey are confidential and shall be held so, and shall only be used for the purpose mentioned above. We’d also love to thank you for choosing our products and promise it’s our endeavor to continue providing you with the best smartphone in the market.

This survey will possibly need at minimum twenty minutes to fill out, and we would so much appreciate if completed. Other than using the survey results to improve our products and share back the results, we shall also consider all respondents in our draw at the end to win a Samsung Galaxy S8 Plus. Please read carefully and give the most appropriate answers.

** The survey aims to be answered by clients who have interacted with Samsung, or who have used their products and services, and left their contacts upon confirming their willingness to participate in any survey undertaken by the company to improve their products or services.

Section 1: Personal Details

Section 2: Corporate Social Responsibility Customer Satisfaction Survey

1. For how long have you used or interacted with Samsung’s products?

· Less than a year

· One to three years

· Three to five years

· More than five years

2. Overall, how happy are you of Samsung’s operations in your community or elsewhere?

· Very happy

· Somewhat happy

· Neither happy nor unhappy

· Somewhat unhappy

· Very unhappy

3. Our service representatives are well trained?

· Strongly Agree

· Somewhat Agree

· Neither Agree nor Disagree

· Somewhat Disagree

· Strongly Disagree

4. Samsung’s professional employees are highly professional in conducting their work?

· Strongly Agree

· Somewhat Agree

· Neither Agree nor Disagree

· Somewhat Disagree

· Strongly Disagree

5. Employees are well supervised in all their work?

· Strongly Agree

· Somewhat Agree

· Neither Agree nor Disagree

· Somewhat Disagree

· Strongly Disagree

6. Samsung, as a company, and their employees always act in the best interest of clisnts?

· Strongly Agree

· Somewhat Agree

· Neither Agree nor Disagree

· Somewhat Disagree

· Strongly Disagree

7. Overall, I am satisfied with the firm’s products and their presence in my community?

· Strongly Agree

· Somewhat Agree

· Neither Agree nor Disagree

· Somewhat Disagree

· Strongly Disagree

8. Thinking of your last interaction with the company, how likely are you to want to interact or use our product again?

· Highly likely

· About the same

· Very unlikely.

9. Would you say the resources i.e. money, effort, time you gave to our company for our services, community services or even product, were worth it?

· Exceptionally yes. They exceeded expectations.

· Good value, just worth enough of what I sacrificed on my part.

· Poor value that is not worth any of my resources, effort, money.

10. Do you think Samsung provides value to its customers everywhere it operates?

· Yes

· No

Section 3: Impact of Samsung CSR

1. Check based on level of agreement, with 1 indicating you fully agree and 5 you strongly disagree.

2. Briefly, highlight any activity or activities you know, or have seen Samsung undertake as part of the firm’s corporate social responsibility.

Section 4: Customer Retention and Satisfaction

1. How long have you been using our products/services?

· Three months

· Six months

· One year

· Two or more years

2. How can you rate the last product or service you received from Samsung based on the parameters given below.

3. How critical were the attributes (in question 2 above) to you?

4. In specific to Samsung Galaxy S8 Plus, how satisfied were you with the gadget?

· Very satisfied

· Somewhat satisfied

· Neither satisfied nor unsatisfied

· Somewhat unsatisfied

· Very unsatisfied

5. After purchase of the product, did you ever contacted our customer team?

· Yes

· No

6. If you have been in touch with our team, did they solve your issue exhaustively?

· Yes

· No

7. If they resolved the problem, whose participation was most crucial?

· Our team

· Your effort

· Third party (Specify)

8. Based on the experience you have had with our product, would you prefer it over competitor’s products in the same category?

· Yes

· No

9. Overall, can you give a brief comment in the box below about our products, answering any question or raising any, which the questions above have not addressed sufficiently?

Section 5: Product Customer Satisfaction Level

1. To what extent do you agree with the following statements, mark appropriately?

Section 6: Customer Recommendations Based on Satisfaction

1. Based on Samsung Galaxy S8 Plus which you acquired lately, how likely are you to recommend the same to other customers? (0 is least likely and 10 is certainty in doing so)

· 1

· 2

· 3

· 4

· 5

· 6

· 7

· 8

· 9

· 10

2. Does your latest product from Samsung influence your perception about the company in any form?

· Yes

· No

3. Based on your level of influence by Samsung Galaxy S8 Plus, how likely are you to recommend customers to try other products from the same company? (0 indicate least likely, and 10 is certainty or extremely likely).

· 1

· 2

· 3

· 4

· 5

· 6

· 7

· 8

· 9

· 10

4. How can you rate the following specifications on the phone? (1 is poor and 5 is excellent)

5. In the box below, give a brief comment on what you would love to see improved.

Section 7: Documentation and Packaging.

1. How satisfied are you with the overall packaging of Samsung’s packaging?

· Very satisfied

· Somewhat satisfied

· Neither satisfied nor dissatisfied

· Somewhat dissatisfied

· Very dissatisfied

2. How satisfied are you with the documents included in the packaging after you purchased the phone?

· Very satisfied

· Somewhat satisfied

· Neither satisfied nor dissatisfied

· Somewhat dissatisfied

· Very dissatisfied

3. Were the manual and other documents helpful?

· Yes

· No

4. If helpful, how satisfied with their purpose there after?

· Very satisfied

· Somewhat satisfied

· Neither satisfied nor dissatisfied

· Somewhat dissatisfied

· Very dissatisfied

5. What was the accuracy of the support manual?

· Very accurate

· Somehow accurate

· Not sure

· Somewhat accurate

· Inaccurate

6. How satisfied were you with the usability of the overall documents?

· Very satisfied

· Somewhat satisfied

· Neither satisfied nor dissatisfied

· Somewhat dissatisfied

· Very dissatisfied

7. Was everything that you expected to be included there?

· Yes

· No (specify what was missing please).

8. In a brief comment, tell us how we can improve the packaging and documentation of our products?

Section 8: Understanding Customer Needs

Please, give your level of agreement to the following questions.

1. Samsung understands the level of my needs, and incorporates them in their products?

· Strongly Agree

· Somewhat Agree

· Neither Agree nor Disagree

· Somewhat Disagree

· Strongly Disagree

2. Generally, how satisfied are you with the contact between you and Samsung’s products in the market?

· Very satisfied

· Somewhat satisfied

· Neither satisfied nor dissatisfied

· Somewhat dissatisfied

· Very dissatisfied

3. How would you rate Samsung on its overall sales services? (1 is poor and 5 is excellent)

· 1

· 2

· 3

· 4

· 5

4. I am satisfied on how Samsung engages the community, takes their needs and address them.

· Strongly Agree

· Somewhat Agree

· Neither Agree nor Disagree

· Somewhat Disagree

· Strongly Disagree

Conclusion

Briefly, list and explain anything you think have not been addressed by the overall questionnaire, and suggest what you thing Samsung should do to improve it to meet customer satisfaction.

Thank you for accepting to take part in this survey. Again, we’d like to assure that the expenses given about will remain confidential, and only used for purposes mentioned earlier in the survey. We shall share the results, and submit your name for a chance to win the Samsung galaxy S8 plus.

Thank you