Improving the distributors’ satisfaction
Firm X
Appendices
Appendix 1 Quantitative survey for distributors
1. General information Company name:
Department:
Your name/ function:
Working in company since:
Please, mark which of the following department(s) of Firm X interacts with you: (several answers are possible)
o Sales o Finance
o Customer service
o Other department(s): ……….
2. Past experiences
To what extent are you satisfied with Firm X?
3. Word-of-mouth
Why would you recommend FIRM X to other distributors? If not, please specify why.
Why would you recommend FIRM X to other relevant dealers or/ and resellers?
If not, please specify why.
4. External communications
Are you familiar with the following external communications*:
Commercials Yes No
Advertisements Yes No
Personal approach Yes No
E-mail Yes No
Telephone Yes No
* Mark with a cross
Other: ………..
To what extent do you feel that the external communications of FIRM X add value to the service performance of FIRM X?
5. Personal needs
To what extent does the relationship with FIRM X meet your requirements?
To what extent will the services of FIRM X save or make money for you?
Where do you depend on FIRM X? Please explain your answer.
(Several answers are possible) o Finance/ sales
o Expertise o Channel Comments:
Where does FIRM X depends on you? Please explain your answer.
(Several answers are possible) o Finance/ sales
o Expertise o Channel Comments:
Are you able and willing to substitute FIRM X products with those from other printer suppliers on your own initiative?
6. Reputation/ credibility
Could you please give your opinion about the following statements by filling in the 1-5 points scale. Encircle the number which expresses your opinion the most.
Strongly disagree
Disagree Neither agree nor disagree
Agree Strongly agree
1. FIRM X has an excellent reputation 1 2 3 4 5
2. FIRM X provides excellent performance 1 2 3 4 5
3. FIRM X gives accurate and consistent responses
1 2 3 4 5
4. FIRM X guarantees its services 1 2 3 4 5
5. FIRM X offers adequate value for money 1 2 3 4 5
7. Process tangibles
Strongly disagree
Disagree Neither agree nor disagree
Agree Strongly agree 1. The technology which FIRM X uses to
communicate, operates effective
1 2 3 4 5
2. Written materials are easy to understand 1 2 3 4 5
3. Invoices are easy to understand 1 2 3 4 5
4. FIRM X’s invoices contain all the required information
1 2 3 4 5
5. Written materials are delivered on time 1 2 3 4 5
6. FIRM X makes statements and reports without mistakes
1 2 3 4 5
7. The technology which FIRM X uses to communicate, operates efficient
1 2 3 4 5
8. Product tangibles
Strongly disagree
Disagree Neither agree nor disagree
Agree Strongly agree 1. Product specifications are easy to
understand
1 2 3 4 5
2. Product specifications are complete 1 2 3 4 5
3. Product specifications are delivered on time 1 2 3 4 5
4. Prices of FIRM X products are attractive 1 2 3 4 5
5. The bonus structure is attractive 1 2 3 4 5
6. The revenue generated by FIRM X products is attractive
1 2 3 4 5
9. Reliability
Strongly disagree
Disagree Neither agree nor disagree
Agree Strongly agree
1. FIRM X do what they promise 1 2 3 4 5
2. Service is performed right the first time 1 2 3 4 5
3. The level of service is consistent at all times of day and for all employees
1 2 3 4 5
10. Responsiveness
Strongly disagree
Disagree Neither agree nor disagree
Agree Strongly agree
1. FIRM X is willing to help 1 2 3 4 5
2. FIRM X is willing to answer questions 1 2 3 4 5
3. FIRM X is always able to answer questions 1 2 3 4 5
4. When there is a problem, FIRM X respond to it quickly enough
1 2 3 4 5
11. Accessibility/ flexibility
Strongly disagree
Disagree Neither agree nor disagree
Agree Strongly agree 1. When there is an exceptional problem,
employees of FIRM X are able to respond in a flexible way
1 2 3 4 5
2. It is easy to talk to an appropriate (knowledgeable) employee of FIRM X when there is a problem
1 2 3 4 5
3. It is easy to reach an appropriate employee in person
1 2 3 4 5
4. It is easy to reach an appropriate employee by telephone
1 2 3 4 5
5. An appropriate employee responds quickly by email
1 2 3 4 5
6. FIRM X is flexible enough to
accommodate the distributors’ schedule
1 2 3 4 5
12. Empathy
Strongly disagree
Disagree Neither agree nor disagree
Agree Strongly agree 1. When contacting FIRM X, employees listen
to your problem
1 2 3 4 5
2. When contacting FIRM X, employees demonstrate understanding and concern
1 2 3 4 5
3. FIRM X tries to understand what the distributors’ business objectives are
1 2 3 4 5
4. Employees of FIRM X provide individualized attention
1 2 3 4 5
5. Employees of FIRM X recognize a distributor
1 2 3 4 5
6. Employees of FIRM X address a distributor by name
1 2 3 4 5
7. Employees of FIRM X are genuinely interested in the issues distributors face
1 2 3 4 5
8. Employees of FIRM X care about the successes of distributors
1 2 3 4 5
9. Employees of FIRM X are constantly thinking about solutions for distributors’
problems
1 2 3 4 5
13. Assurance
Strongly disagree
Disagree Neither agree nor disagree
Agree Strongly agree 1. FIRM X provides their services without
making mistakes
1 2 3 4 5
2. The materials which FIRM X provides are appropriate and up to date
1 2 3 4 5
3. The employees of FIRM X are considerate when you speak to them in person
1 2 3 4 5
4. FIRM X is courteous in providing the service
1 2 3 4 5
5. The employees of FIRM X are polite when you speak them in person
1 2 3 4 5
6. FIRM X is showing honesty 1 2 3 4 5
14. Professionalism/ skills
Strongly disagree
Disagree Neither agree nor disagree
Agree Strongly agree
1. FIRM X is capable to solve problems 1 2 3 4 5
2. Complaints/ problems are not always caused by FIRM X
1 2 3 4 5
3. Documents and other information (orders, invoices etc) are held securely
1 2 3 4 5
4. Employees of FIRM X explain clearly the various options available to a particular query
1 2 3 4 5
How many times have you experienced the same complaints/ problems in the past 24 months?
Is the process being improved in the last 24 months according to complaints/ problems?
15. Minimum order quantity
Strongly disagree
Disagree Neither agree nor disagree
Agree Strongly agree 1. The minimum order quantity procedure is
easy to understand
1 2 3 4 5
2. The formulary forms regarding minimum order quantities is easy to understand
1 2 3 4 5
What are the advantages of using minimum order quantity, according to your opinion?
What are the disadvantages of using minimum order quantity, according to your opinion?
Do main competitors also use minimum order quantities, and if so, what is the difference between FIRM X and their main competitors?
16. Stock rotation
Strongly disagree
Disagree Neither agree nor disagree
Agree Strongly agree 1. The stock rotation procedure is easy to
understand
1 2 3 4 5
2. The stock rotation form is easy to understand
1 2 3 4 5
3. FIRM X respond quickly on your requests for stock rotation
1 2 3 4 5
What are the advantages of the stock rotation process?
What are the disadvantages of the stock rotation process?
Does FIRM X respond quickly to requests of distributors for stock rotation?
How does FIRM X react on a request for stock rotation within the six month period?
** Select the option that fits your experience the most
Comments:
Do main competitors also offer a stock rotation service, and if so, what is the difference between FIRM X and their main competitors regarding stock rotation?
Positive Neutral Negative**
17. Price protection
Strongly disagree
Disagree Neither agree nor disagree
Agree Strongly agree 1. The price protection procedure is easy to
understand
1 2 3 4 5
2. The price protection form is easy to understand
1 2 3 4 5
3. The information regarding the announcing of price changes is easy to understand
1 2 3 4 5
4. FIRM X responds quickly on your requests for price protection
1 2 3 4 5
What are the advantages of price protection, according to your opinion?
What are the disadvantages of price protection, according to your opinion?
How does FIRM X react on your price protection request?
** Select the option that fits your experience the most
Comments:
Do main competitors also offer price protection services, and if so, what is the difference between FIRM X and their main competitors regarding price protection?
Positive Neutral Negative**
18. Complaints procedure
Strongly disagree
Disagree Neither agree nor disagree
Agree Strongly agree
1. FIRM X reacts fast on complaints 1 2 3 4 5
2. FIRM X provides satisfactory solutions when you have a complaint
1 2 3 4 5
3. The return-handling procedure is easy to understand
1 2 3 4 5
4. FIRM X reacts fast on your return-handling request
1 2 3 4 5
How does FIRM X reacts on your return-handling request?
** Select the option that fits your experience the most
Comments:
Do main competitors also offer return-handling services, and if so, what is the difference between FIRM X and their main competitors regarding return-handling?
Positive Neutral Negative**
19. Importance
What is the importance of the following variables?
Not important
Somewhat not important
Neutral Somewhat important
Important
1. Reputation 1 2 3 4 5
2. Attractive prices 1 2 3 4 5
3. Bonus structure 1 2 3 4 5
4. Revenue generation 1 2 3 4 5
5. Reliability 1 2 3 4 5
6. Responsiveness 1 2 3 4 5
7. Accessibility 1 2 3 4 5
8. Flexibility 1 2 3 4 5
9. Empathy 1 2 3 4 5
10. Assurance 1 2 3 4 5
11. Professionalism/ skills 1 2 3 4 5
12. Stock rotation service 1 2 3 4 5
13. Return-handling service 1 2 3 4 5
14. Price protection service 1 2 3 4 5
Which variable(s) is (are) of most importance for improvement in the future?
20. Distributors’ satisfaction about other suppliers
How does FIRM X score on the following variables compared with other suppliers of printers, according to your opinion?
Very bad Bad Neutral Good Very good
1. Reputation 1 2 3 4 5
2. Attractive prices 1 2 3 4 5
3. Bonus structure 1 2 3 4 5
4. Revenue generation 1 2 3 4 5
5. Reliability 1 2 3 4 5
6. Responsiveness 1 2 3 4 5
7. Accessibility 1 2 3 4 5
8. Flexibility 1 2 3 4 5
9. Empathy 1 2 3 4 5
10. Assurance 1 2 3 4 5
11. Professionalism/ skills 1 2 3 4 5
12. Stock rotation service 1 2 3 4 5
13. Return-handling service 1 2 3 4 5
14. Price protection service 1 2 3 4 5
Are other suppliers using services that FIRM X is not using?
21. General satisfaction
Please assign below what your overall satisfaction is of the service performance of FIRM X by giving a mark from 1 till 10 (1=”very unsatisfied” and 10=”very satisfied”).
Based on your previous experience, how would you rate on a scale from 1 till 10? …...
Can you explain why you gave this mark?
22. Other issues
If you like to add some comments on this survey which are not discussed in this survey, please feel free to use the following field:
Appendix 2 Qualitative survey for distributors’ satisfaction
Past experiences:
- To what extent are you satisfied with your previous experiences with Firm X (Apéria
& Back, 2004, Zeithaml et al, 1990)?
Word-of-mouth:
- Would you recommend Firm X to other distributors (Apéria & Back, 2004)?
- Would you recommend Firm X to relevant dealers or/ and resellers (Apéria & Back, 2004)?
If not, please specify why you will not recommend Firm X to others.
External communications:
- Are you exposed to external communications of Firm X, e.g. commercials, advertisements, personal approach, e-mail or/ and telephone (Zeithaml et al, 1990)?
- To what extent do you feel that the external communications of Firm X add value to the service performance?
Personal needs:
- To what extent does the relationship with Firm X matches your requirements (Bitner et al, 1997; Porter, 1980, Zeithaml et al, 1990)?
- Do the services of Firm X meet your requirements in a manner that will save or make money for you (Byrne, 2004)?
- Which staff or departments of your company have a real requirement for the Firm X services (Byrne, 2004)?
- To what extent are you dependent of Firm X (Porter, 1980; Vitale & Giglierano, 2002)?
- To what extent is Firm X dependent of you (Porter, 1980; Vitale & Giglierano, 2002)?
- To what extent can Firm X and you work independently (Porter, 1980; Vitale &
Giglierano, 2002)?
- To what extent is it for you possible to substitute Firm X for another supplier of printers and consumables (Porter, 1980; Vitale & Giglierano, 2002)?
- To what extent are the products of Firm X affecting the quality of your product range (Porter, 1980)?
- To what extent is the price-quality relation of Firm X products favourable compared with competition (Porter, 1980)?
Reputation/ credibility:
- Do you feel that Firm X have a good reputation (Zeithaml et al, 1990)?
- Do you feel that Firm X provide excellent performance?
- Does Firm X give accurate and consistent responses (Zeithaml et al, 1990)?
- Does Firm X guarantee its services to you (Zeithaml et al, 1990)?
- Do you feel that Firm X offer adequate value for money?
Process tangibles:
- Do you feel that the technology which Firm X uses is attractive (Zeithaml et al, 1990)?
- Are written materials easy to understand (Zeithaml et al, 1990)?
- Are invoices easy to understand?
- Do the invoices of Firm X contain all the information you require?
- Are written materials delivered on time?
- To what extent make Firm X mistakes in statements and/ or reports (Zeithaml et al, 1990)?
- Does the technology which Firm X uses to communicate operate effective?
- Does the technology which Firm X uses to communicate operate efficient?
Product tangibles:
- Are product specifications easy to understand (Zeithaml et al, 1990)?
- Are product specifications complete (Zeithaml et al, 1990)?
- Are product specifications delivered on time (Zeithaml et al, 1990)?
- What is the quality of the Firm X products relative to main competitors (Zeithaml and Bitner, 1996)?
- Are the prices of Firm X products attractive to you (Zeithaml and Bitner, 1996)?
- Do you feel that the bonus structure is attractive?
- To what extent is the generated revenue of FIRM X products attractive? (Zeithaml and Bitner, 1996)?
Reliability:
- Does the staff of Firm X do what they promise (Ciampa, 2006)? (Promised response happen on time?)
- Is service performed right the first time (Zeithaml et al, 1990)?
- Is the level of service consistent at all times of day and for employees (Zeithaml et al, 1990)?
Responsiveness:
- Is Firm X willing to help you (Zeithaml et al, 1990)?
- Is staff of Firm X willing to answer your questions (Zeithaml et al, 1990)?
- Is staff of Firm X always able to answer your questions (Zeithaml et al, 1990)?
- When there is a problem, does Firm X respond to it quickly enough (Zeithaml et al, 1990)?
Accessibility/ flexibility:
- When there is an exceptional problem, is staff able to respond in a flexible way?
- Does Firm X give you specific times for service accomplishments? (Zeithaml et al, 1990)?
- How easy is it to talk to an appropriate (knowledgeable) employee of Firm X when you have a problem (Zeithaml et al, 1990)?
- Is it easy to reach the appropriate employee, in person, by telephone, by email (Zeithaml et al, 1990)?
- Is Firm X flexible enough to accommodate to your schedule (Zeithaml et al, 1990)?
Empathy:
- Does Firm X try to understand what your specific business objectives are (Zeithaml et al, 1990)?
- To what extent provide the employees of Firm X individualized attention to you (Zeithaml et al, 1990)?
- Do employees of Firm X recognize you as a distributor, and if so, can they address you by name (Zeithaml et al, 1990)?
- Are employees of Firm X genuinely interested in the issues you face and do they care about your success (Siampa, 2006)?
- Are employees of Firm X constantly thinking about solutions to your problems (Siampa, 2006)?
Assurance:
- Can Firm X provide their services without making mistakes (Zeithaml et al, 1990)?
- Are the materials which Firm X provide appropriate and up-to-date (Zeithaml et al, 1990)?
- Can Firm X use the technology quickly and skillfully (Zeithaml et al, 1990)?
- Are those who answer the telephone considerate and polite (Natalisa, 2003)?
- Are the staff members of Firm X considerate and polite when you speak them in person (Natalisa, 2003)?
- Is Firm X courteousness in providing the service (Natalisa, 2003)?
- Is Firm X providing respect to the distributor (Natalisa, 2003)?
- Is Firm X showing honesty (Natalisa, 2003)?
Professionalism/ skills:
- Have you ever experienced problems or filled complaints with Firm X?
- To what extent is Firm X capable to solve your problems (Zeithaml et al, 1990)?
- To what extent are complaints/ problems not always the responsibility of Firm X (Bitner et al, 1997)? (Level of customer participation)
- How many times have you experience the same complaints/ problems?
- Is the process being improved the last 2 years according to complaints/ problems (Bitner et al, 1997)?
- Do you feel that documents and other information provided to you held securely (Zeithaml et al, 1990)?
- Can staff of Firm X explain clearly the various options available to a particular query (Zeithaml et al, 1990)?
Minimum order quantity:
- How do you feel about the minimum order quantity?
- To what extent is the minimum order quantity procedure easy to understand?
- Are the formulary regarding minimum order quantities easy to understand?
- What are the advantages and disadvantages of using minimum order quantity, due to your opinion?
- Do main competitors also use minimum order quantities?
- If so, what is the difference between Firm X and their main competitors regarding minimum quantity orders?
Stock rotation:
your opinion?
- Does Firm X respond quickly on your requests for stock rotation?
- How does Firm X react on your request for stock rotation within the six month period (positive/ negative)?
- What is your opinion about the support Firm X offers concerning stock rotation?
- Do main competitors also offer a stock rotation service?
- If so, what is the difference between Firm X and their main competitors regarding stock rotation?
Return-handling:
- What is your experience with the return-handling of products?
- To what extent is the return-handling procedure easy to understand?
- To what extent is the return-handling formulary easy to understand?
- What are the advantages and disadvantages of return-handling?
- How fast does Firm X react on your return-handling request?
- In what manner does Firm X react on your return-handling request (positive/
negative)?
- Do main competitors also offer return-handling services?
- If so, what is the difference between Firm X and their main competitors regarding return-handling?
Price protection:
- What is your experience with the price protection of Firm X?
- To what extent is the price protection procedure easy to understand?
- To what extent is the price protection formulary easy to understand?
- Is the information easy to understand regarding the announcing of price changes?
- What are the advantages and disadvantages of price protection to your opinion?
- Does Firm X respond quickly on your requests for price protection?
- In what manner does Firm X react on your price protection request (positive/
negative)?
- Do main competitors also offer price protection services?
- If so, what is the difference between Firm X and their main competitors regarding price protection?
Absolute importance:
- Which of the preceding variables are of most important?
- What is the absolute importance of the following ‘variables’ according to distributors:
Not important
Somewhat not important
Neutral Somewhat important
Important
1. Reputation 1 2 3 4 5
2. Attractive prices 1 2 3 4 5
3. Bonus structure 1 2 3 4 5
4. Reliability 1 2 3 4 5
5. Responsiveness 1 2 3 4 5
6. Accessibility 1 2 3 4 5
7. Flexibility 1 2 3 4 5
8. Empathy 1 2 3 4 5
9. Assurance 1 2 3 4 5
10. Professionalism/ skills 1 2 3 4 5
11. Minimum order quantity service
1 2 3 4 5
12. Stock rotation service 1 2 3 4 5
13. Return-handling service 1 2 3 4 5
14. Price protection service 1 2 3 4 5
Relative importance:
- How does Firm X score on the following variables compared with competitors in general, according to your opinion?
- Which variables are of most importance for improvement in the future (Zeithaml, 1990)?
- Are main competitors using services that Firm X is not using?
Very bad Bad Neutral Good Very good
1. Reputation 1 2 3 4 5
2. Attractive prices 1 2 3 4 5
3. Bonus structure 1 2 3 4 5
4. Revenue generation 1 2 3 4 5
5. Reliability 1 2 3 4 5
6. Responsiveness 1 2 3 4 5
7. Accessibility 1 2 3 4 5
8. Flexibility 1 2 3 4 5
9. Empathy 1 2 3 4 5
10. Assurance 1 2 3 4 5
11. Professionalism/ skills 1 2 3 4 5
12. Stock rotation service 1 2 3 4 5
13. Return-handling service 1 2 3 4 5
14. Price protection service 1 2 3 4 5
General satisfaction:
Based on your previous experience, how would you rate the service performance of FIRM X on a scale from 1 till 10? (1=”very satisfied” and 10=”very satisfied”)
Appendix 3 Quantitative survey for sales, finance and customer service of FIRM X
1. General information
Country:
Your name/
function:
Working in
company since:
Please, mark which of the following department(s) of the distributor interacts with you:
o Sales o Finance o Purchase
o Inbound logistics
o Other department(s):……….
2. Word-of-mouth
Why would a distributor recommend Firm X to other distributors? If not, please specify why.
Why would a distributor recommend FIRM X to other relevant dealers or/ and resellers?
If not, please specify why.
3. External communications
Are distributors familiar with the following external communications*:
Commercials Yes No
Advertisements Yes No
Personal approach Yes No
E-mail Yes No
Telephone Yes No
* Mark with a cross
Other: ………..
To what extent do you feel that the external communications of FIRM X add value to the service performance of FIRM X to distributors?
4. Distributors’ needs
To what extent does the relationship with FIRM X meet the requirements of a distributor?
To what extent will the services of FIRM X save or make money for a distributor?
Where does a distributor depend on FIRM X? Please explain your answer.
(Several answers are possible) o Finance/ sales
o Expertise o Channel Comments:
Where does FIRM X depends on a distributor? Please explain your answer.
(Several answers are possible) o Finance/ sales
o Expertise o Channel Comments:
To what extent are distributors able to substitute FIRM X products with those from other printer suppliers on their own initiative?
5. Reputation/ credibility
Could you please give your opinion about the following statements by filling in the 1-5 points scale. Encircle the number which expresses your opinion the most.
Strongly disagree
Disagree Neither agree nor disagree
Agree Strongly agree
1. FIRM X has an excellent reputation 1 2 3 4 5
2. FIRM X provides excellent performance 1 2 3 4 5
3. FIRM X gives accurate and consistent responses to distributors
1 2 3 4 5
4. FIRM X guarantees its services to distributors
1 2 3 4 5
5. FIRM X offers adequate value for money to distributors
1 2 3 4 5
6. Process tangibles
Strongly disagree
Disagree Neither agree nor disagree
Agree Strongly agree 1. The technology which FIRM X uses to
communicate with distributors, operates effective
1 2 3 4 5
2. Written materials are easy to understand for distributors
1 2 3 4 5
3. Invoices are easy to understand for distributors
1 2 3 4 5
4. FIRM X’s invoices contain all the required information that distributors require
1 2 3 4 5
5. Written materials are delivered on time to distributors
1 2 3 4 5
6. FIRM X makes statements and reports without mistakes
1 2 3 4 5
7. The technology which FIRM X uses to communicate with distributors, operates efficient
1 2 3 4 5
7. Product tangibles
Strongly disagree
Disagree Neither agree nor disagree
Agree Strongly agree 1. Product specifications are easy to
understand for distributors
1 2 3 4 5
2. Product specifications are complete 1 2 3 4 5
3. Product specifications are delivered on time to distributors
1 2 3 4 5
4. Prices of the FIRM X products are attractive for distributors
1 2 3 4 5
5. The bonus structure is attractive for distributors
1 2 3 4 5
6. The revenue generated by FIRM X products is attractive for distributors
1 2 3 4 5
8. Reliability
Strongly disagree
Disagree Neither agree nor disagree
Agree Strongly agree
1. FIRM X do what they promise distributors 1 2 3 4 5
2. Service is performed right the first time to distributors
1 2 3 4 5
3. The level of service to distributors is consistent at all times of day and for all employees
1 2 3 4 5
9. Responsiveness
Strongly disagree
Disagree Neither agree nor disagree
Agree Strongly agree
1. FIRM X is willing to help distributors 1 2 3 4 5
2. FIRM X is willing to answer questions of distributors
1 2 3 4 5
3. FIRM X is always able to answer questions of distributors
1 2 3 4 5
4. When a distributor has a problem, FIRM X respond to it quickly enough
1 2 3 4 5
10. Accessibility/ flexibility
Strongly disagree
Disagree Neither agree nor disagree
Agree Strongly agree 1. When a distributor has an exceptional
problem, employees of FIRM X are able to respond in a flexible way
1 2 3 4 5
2. It is for distributors easy to talk to an appropriate (knowledgeable) employee of FIRM X when they have a problem
1 2 3 4 5
3. It is easy for a distributor to reach an appropriate employee of FIRM X in person
1 2 3 4 5
4. It is easy for a distributor to reach an appropriate employee of FIRM X by telephone
1 2 3 4 5
5. An appropriate employee of FIRM X responds quickly by email
1 2 3 4 5
6. FIRM X is flexible enough to
accommodate the distributors’ schedule
1 2 3 4 5
11. Empathy
Strongly disagree
Disagree Neither agree nor disagree
Agree Strongly agree 1. When a distributor contacts FIRM X,
employees listen to their problem
1 2 3 4 5
2. When a distributor contacts FIRM X, employees demonstrate understanding and concern
1 2 3 4 5
3. FIRM X tries to understand what the distributors’ business objectives are
1 2 3 4 5
4. Employees of FIRM X provide individualized attention to distributors
1 2 3 4 5
5. Employees of FIRM X recognize a distributor
1 2 3 4 5
6. Employees of FIRM X address a distributor by name
1 2 3 4 5
7. Employees of FIRM X are genuinely interested in the issues distributors face
1 2 3 4 5
8. Employees of FIRM X care about the successes of distributors
1 2 3 4 5
9. Employees of FIRM X are constantly thinking about solutions for distributors’
problems
1 2 3 4 5
12. Assurance
Strongly disagree
Disagree Neither agree nor disagree
Agree Strongly agree 1. FIRM X provides their services to
distributors without making mistakes
1 2 3 4 5
2. The materials which FIRM X provides to distributors are appropriate and up to date
1 2 3 4 5
3. The employees of FIRM X are considerate when they speak to distributors in person
1 2 3 4 5
4. FIRM X is courteous in providing services to distributors
1 2 3 4 5
5. The employees of FIRM X are polite when they speak to a distributor in person
1 2 3 4 5
6. FIRM X is showing honesty to distributors 1 2 3 4 5
13. Professionalism/ skills
Strongly disagree
Disagree Neither agree nor disagree
Agree Strongly agree 1. FIRM X is capable to solve problems of
distributors
1 2 3 4 5
2. Complaints/ problems of distributors are not always caused by FIRM X
1 2 3 4 5
3. Documents and other information (orders, invoices etc) of distributors are held securely
1 2 3 4 5
4. Employees of FIRM X explain clearly the various options available to a particular query of a distributor
1 2 3 4 5
14. Minimum order quantity
Strongly disagree
Disagree Neither agree nor disagree
Agree Strongly agree 1. The minimum order quantity procedure is
easy to understand for distributors
1 2 3 4 5
2. The formulary forms regarding minimum order quantities is easy to understand for distributors
1 2 3 4 5
What are the advantages for a distributor of using minimum order quantity, according to your opinion?
What are the disadvantages for a distributor of using minimum order quantity, according to your opinion?
Do main competitors also use minimum order quantities, and if so, what is the difference between FIRM X and their main competitors?
15. Stock rotation
Strongly disagree
Disagree Neither agree nor disagree
Agree Strongly agree 1. The stock rotation procedure is easy to
understand for distributors
1 2 3 4 5
2. The stock rotation form is easy to understand for distributors
1 2 3 4 5
3. FIRM X respond quickly on the requests of distributors for stock rotation
1 2 3 4 5
What are the advantages for a distributor of the stock rotation process?
What are the disadvantages for a distributor of the stock rotation process?
Does FIRM X respond quickly to requests of a distributor for stock rotation?
How does FIRM X react on a request for stock rotation within the six month period?
** Select the option that fits your experience the most
Comments:
Do main competitors also offer a stock rotation service, and if so, what is the difference between FIRM X and their main competitors regarding stock rotation?
Positive Neutral Negative**
16. Price protection
Strongly disagree
Disagree Neither agree nor disagree
Agree Strongly agree 1. The price protection procedure is easy to
understand for distributors
1 2 3 4 5
2. The price protection form is easy to understand for distributors
1 2 3 4 5
3. The information regarding the announcing of price changes is easy to understand for distributors
1 2 3 4 5
4. FIRM X responds quickly on requests of distributors for price protection
1 2 3 4 5
What are the advantages for a distributor of price protection, according to your opinion?
What are the disadvantages for a distributor of price protection, according to your opinion?
How does FIRM X react on a price protection request of a distributor?
** Select the option that fits your experience the most
Comments:
Do main competitors also offer price protection services, and if so, what is the difference between FIRM X and their main competitors regarding price protection?
Positive Neutral Negative**
17. Complaints procedure
Strongly disagree
Disagree Neither agree nor disagree
Agree Strongly agree 1. FIRM X reacts fast on complaints of
distributors
1 2 3 4 5
2. FIRM X provides satisfactory solutions when a distributor has a complaint
1 2 3 4 5
3. The return-handling procedure is easy to understand for a distributor
1 2 3 4 5
4. FIRM X reacts fast on a return-handling request of a distributor
1 2 3 4 5
How does FIRM X reacts on a return-handling request of a distributor?
** Select the option that fits your experience the most
Comments:
Do main competitors also offer return-handling services, and if so, what is the difference between FIRM X and their main competitors regarding return-handling?
Positive Neutral Negative**
18. Importance
What is the importance of the following variables?
Not important
Somewhat not important
Neutral Somewhat important
Important
1. Reputation 1 2 3 4 5
2. Attractive prices 1 2 3 4 5
3. Bonus structure 1 2 3 4 5
4. Revenue generation 1 2 3 4 5
5. Reliability 1 2 3 4 5
6. Responsiveness 1 2 3 4 5
7. Accessibility 1 2 3 4 5
8. Flexibility 1 2 3 4 5
9. Empathy 1 2 3 4 5
10. Assurance 1 2 3 4 5
11. Professionalism/ skills 1 2 3 4 5
12. Stock rotation service 1 2 3 4 5
13. Return-handling service 1 2 3 4 5
14. Price protection service 1 2 3 4 5
Which variable(s) is (are) of most importance for improvement in the future?
