Professional Documents
Culture Documents
Weights how important it is to you. Make sure that the points add up to 100
Features Points
1. The appearance of Reliance Fresh physical facilities, equipment, personnel and
communication materials.
2. The Reliance Fresh's ability to perform the promised service dependably and
accurately
3. Reliance Fresh willingness to help customers and provide prompt service.
4. The knowledge and courtesy of the Reliance Fresh's employees and their ability to
convey trust and confidence.
5. The caring individual attention Reliance Fresh provides its customers.
Total: 100
Expectations This section of the survey deals with your opinions of supermarket. Please show the extent to
which you think supermarket should posses the following features. What we are interested in
here is a number that best shows you expectations about institutions offering retail services.
Strongly Strongly
Disagree Agree
1 2 3 4 5 6 7
Statement Score
6. When a customer has a problem, excellent Supermarkets will show a sincere interest
in solving it.
7. Excellent Supermarkets will perform the service right the first time.
8. Excellent Supermarkets will provide the service at the time they promise to do so.
10. Employees of excellent Supermarkets will tell customers exactly when services will
be performed.
13. Employees of excellent Supermarkets will never be too busy to respond to customers'
requests.
17. Employees of excellent Supermarkets will have the knowledge to answer customers'
questions.
19. Excellent Supermarkets will have operating hours convenient to all their customers.
20. Excellent Supermarkets will have employees who give customers personal service.
21. Excellent Supermarkets will have their customers' best interest at heart.
22. The employees of excellent Supermarkets will understand the specific needs of their
customers.
Statement Score
4. Materials associated with the service (such as pamphlets or statements) are visually
appealing at Reliance Fresh.
6. When you have a problem, Reliance Fresh shows a sincere interest in solving it.
10. Employees in Reliance Fresh tell you exactly when the services will be performed.
13. Employees in Reliance Fresh are never too busy to respond to your request.
Statement Score
17. Employees in Reliance Fresh have the knowledge to answer your questions.
19. Reliance Fresh has operating hours convenient to all its customers.
20. Reliance Fresh has employees who give you personal attention.
THANK YOU FOR YOUR TIME AS WELL AS FOR YOUR HONEST RESPONSE.......