Questionnaire: Service Quality and Customer Satisfaction in Retail

This assignment presents a questionnaire designed to assess service quality and customer satisfaction within the retail sector in Copenhagen, specifically comparing the performance of Netto and Fakta. The questionnaire gathers demographic data such as gender, age, and income, alongside information about customer shopping frequency and brand preferences. It probes into customer perceptions of service convenience, product quality, pricing, packaging, and the diversity of product ranges offered by both retailers. Furthermore, the questionnaire investigates customer satisfaction levels concerning various aspects of the retail experience, including store layout, staff assistance, and the effectiveness of feedback systems. The survey also explores the likelihood of repeat purchases and recommendations, offering a comprehensive view of consumer attitudes toward these two prominent retail brands.

QUESTIONNAIRE

Topic: Service Quality and Customer Satisfaction in retail sector in Copenhagen: A comparative
study on Netto and Fakta.”
1. Gender
 Male
 Female
2. Age
 16 - 20 years
 21 - 25 years
 26 - 30 years
 31 - 35 years
 Above 35 years
3. Income
 Below £1500 per month
 £1501-2500 per month
 £2501- 3000 per month
 Above £3000 per month
4. How often you visit to the retail store
 Once in a week
 Once in a month
 Once in 3 months
 Every six months or above
5. According to which retail brand is more convenient service provider
 Netto
 Fakta
6. Did you accessed the services of both the brands in past
 Yes
 No

8. Are you using retail services for the first time for anyone of these brand
 Yes
 No
9. If you have said yes in question 8 then kindly specify the name of brand you are using
services for the first time?
………………………………………………………………………………………
10. According to you, which brand offers superior service quality
 Netto
 Fakta
11. Are you agree that products and services offered by Netto and Fakta is appropriate as per
standards?
……………………………………………………………………………………..
12. What is the best thing that influence your purchase decision at time of purchasing of retail
products and services
 Best Quality
 Best Price
 Best Quality and Best Price
 Packaging of the products
 Diversify product range
13. Which brand is more concerned in respect to best pricing for the customers?
 Netto
 Fakta
14. Do you think packaging of products offered by Netto is standardised as per industrial
values?
 Yes
 No
15. Is Fakta is considering effective diversity of product range to satisfy customers?
 Strongly agree
 Agree
 Neutral
 Disagree

 Strongly Disagree
16. Do you think quality and features offered by Netto meet your expectations?
 Strongly agree
 Agree
 Neutral
 Disagree
 Strongly Disagree
17. How will you rate the quality of products provided by Fakta in context to competitive
firms?
 Much better
 Slightly better
 Same with competitor
 Slightly worse
 Much worse
18. In context to above question, which factor need to be improved by company and why?
……………………………………………………………………………………..
19. Are you satisfied with easiness of the store offered by Fatka?
 Yes
 No
20. Does staff of Netto is offering effective service quality and assistance to its customers?
 Yes
 No
21. Training and development to employees must be offered by Netto?
 Strongly agree
 Agree
 Neutral
 Disagree
 Strongly Disagree
22. How will you rate your satisfaction with quality and effectiveness of products offered by
Fatka?
 Extremely satisfied

 Satisfied
 Neutral
 Dissatisfied
 Extremely Dissatisfied
23. Will you have re-purchase of products and services of Netto?
 Yes
 No
24. Is appearance of physical facilities and employees at Fatka is standardised as per you
needs?
 Yes
 No
25. How will you rate the process of feedback system provided by Netto?
 Very poor
 Unsatisfactory
 About average
 Satisfactory
 Very satisfactory
26. In context to Netto, Services are very prompt?
 Agree
 Strongly agree
 Neutral
 Strongly disagree
 Disagree
27. Will you recommend Fatka to my friends?
 Yes
 No
28. Employees are readily available to answer my questions and concerns
 Agree
 Strongly agree
 Neutral
 Strongly disagree

 Disagree
29. The employees’ appearance is neat and professional
 Yes
 No
30. If you have answered no to above question then provide justification why?
………………………………………………………..