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Questionnaire IKEAa

The document is a 20 question survey about customer satisfaction with IKEA. It collects demographic information like age, gender, income and asks customers to rate their satisfaction with various aspects of IKEA like products, services, quality, delivery and customer service. It also asks how often they visit IKEA, how they learn about new products, how much they typically spend and what IKEA can improve. The survey aims to understand customer preferences and gather feedback to enhance IKEA's products and customer experience.

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zahiraqasrina
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810 views

Questionnaire IKEAa

The document is a 20 question survey about customer satisfaction with IKEA. It collects demographic information like age, gender, income and asks customers to rate their satisfaction with various aspects of IKEA like products, services, quality, delivery and customer service. It also asks how often they visit IKEA, how they learn about new products, how much they typically spend and what IKEA can improve. The survey aims to understand customer preferences and gather feedback to enhance IKEA's products and customer experience.

Uploaded by

zahiraqasrina
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
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Questionnaire IKEA

Demographic
1. Age
20 and below
21 30
30 and above
2. Gender
Male
Female
3. Status
Single
Married
4. Monthly salary (RM)
Below RM 2,000
RM 2,001 RM 4, 000
RM 4,001 RM 6,000
RM 6,001 and above
5. Occupation sector
Government
Private
Student
On the issue (ECRM)
6. How often do you visit IKEA?
This is my first visit
Around more than three times a week
Around once a week
Around once a month
Less than once a month
7. Why do you visit IKEA?
Looking for furniture
Looking for items of interest other than furniture
Taking snacks served in IKEA
Window shopping for relaxation
Buy Swedish food

8. In what channel do you get the updated information about IKEA?

TV commercials
Magazines
Family/relatives
Colleagues
Internet
9. How much do you usually spend per purchasing at IKEA?
Below RM 100
RM 101 to RM 200
RM 201 to RM 300
Above RM 301
10.
Based on your previous experience purchasing product from
IKEA, does IKEAs product and services meet your overall
satisfaction?
Yes
No
11.
Based on the below question, please rate each criteria based
on your experiences when purchasing with IKEA.
Criteria/Rat
e
Product
Service
Quality

Poor

Fair

Moderate

Good

Excellent

1
1
1

2
2
2

3
3
3

4
4
4

5
5
5

12.
Based on your previous experience, what do you think
regarding IKEA delivery services that being provided?
Excellent
Moderate
Poor
13.
Do IKEA online customer services help in guiding you making
your purchase at IKEA?
Yes
No
14.
Does IKEA online store properly describe regarding their
products descriptions such as weight, length, price, instructions to
assemble and tools needed?
Yes
No

15.
Are you satisfied with the customers service provided by IKEA
in both physical and online base?
Yes
No
16.
How would you describe regarding the time period of IKEAs
customer representatives to attend your problem using either
through email, online chat or feedback comment?
Fast
Moderate
Slow
17.
Do IKEAs social network such as Facebook page and YouTube
is active in term of giving information?
Yes
No
18.
Do IKEA online processing order is easy to use and
interactive?
Yes
No
19.
Do IKEA customer service able to solve the problems that you
faced previously?
Yes
No
20.
Based on your experience, does IKEA website provide easy
access and user friendly or not? If not, please give suggestion for
improvement.
Yes
No

21.
In your opinion, what can we do at IKEA to improve our
product and services to meet your satisfaction?

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