Report on Interviewer experience in conducting interview and survey:

The survey was quite interesting as it includes information relating to personal experience. The
self-administered questions would provide autonomy and elicit relevant information. The
questionnaire was simple and effective in the sense of size and meaning of the questions. The
information which was asked in the questions booklet would also provide crucial help for any
research organization. All the part of the questions seems very relevant and general to give as it
asked nothing personal. Both the open ended and the close ended part of the questions were
interesting in the sense of grounds of feedback and answering those questions. Overall, the
survey was a good experience.
The major problem I have face in taking questionnaire survey response in regarding customer
experience is most of the customers are busy and not willing to participate in the study. Again,
some customers were worried whether there opinion or data would use in different purpose.
Moreover, in interview session with management level employees in Sainsburys the managers
were friendly but as the interviewer offers them to participate in open ended questions they went
sometime far away from the subject of study. However, most significant information relating to
the subject also been raveled from their answer as well.
With the effective application of researchers own skill it has been able to manage the managers
concentration into the central point of the study concern. The privacy and integrity of data during
conducting the survey has been explained clearly to the participant in order to ensure research
ethics to the customers.
Yes, the explanation of the research key objectives to the customers and ensuring the safeguard
of the data and commitment of their privacy were really effective in getting better response from
the customers.

Questionaire
1. What is the frequency of your Purchase from Sainsbury Stores?
Appendix
B: Questionnaires for Survey
a.
b.
c.
d.

Everyday
Twice a week
Once a week
More than 3 Months

2. How did you know about Sainsbury?

a. Online advertising/television advertising
b. Gift voucher/discount
c. Availability of products in the market
d. Friends/relatives

3. The ways of interaction with the customers in case of offer and service of Sainsbury?
a. Internet
b. Telephone
c. Face to Face communication
d. all

4. The extends of the CRM process that assist the product and service offered by the
organization?
a. Influenced
b. Highly influenced
c. Moderately influenced
d. Not influenced
5. Do you agree that the organization is able to fulfill the expectation of the customers?
a. Agreed
b. Highly Agreed
c. Moderately Agreed
d. Not Agreed

6.What do you think about the impact of the CRM Activities on the creation of the Brand
value of the organization?
a. Strongly Agreed
b. Agreed
c. Moderately Agreed
d. Neutral
e. Not Agreed

7. The level of satisfaction of CRM activities of Sainsbury?

a. Strongly Satisfied
b. Satisfied
c. Moderately Satisfied
d. Neutral
e. Not Satisfied

7. What do you feel that Sainsbury is able to maintain the commitment through CRM
process?
a. Strongly Agreed
b. Agreed
c. Moderately Agreed
d. Not Agreed