Shop Local Survey Part 3 - Customer Service

Shop Local - Customer Service

How much does customer service effect local consumer's decision to shop local?

Please take your time to carefully consider these questions and statements about customer service. Thank you for participating! If you haven't already please also take our survey regarding selection and prices!

Your are not required to provide any personal identifying information and IP addresses are only used to ensure a local response.

You will also have the option to include additional feedback at the end of the survey. Thank you!

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* 1. Where do you reside?

Nipawin, SK

In a community within 50 miles of Nipawin, SK

In Saskatchewan but more then 50 miles from Nipawin, SK

Outside Saskatchewan

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* 2. Do you own or manage a local business? (if you own or manage a local business, please answer the survey questions based on your own personal shopping habits)

Yes

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* 3. Thinking about the stores you have shopped at in Nipawin and surrounding communities, what percent do you feel offer good customer service?

All of the local stores I have shopped at offer good customer service

76% to 99% of the local stores I have shopped at offer good customer service

51% to 75% of the local stores I have shopped at offer good customer service

25% to 50% of the local stores I have shopped at offer good customer service

1% to 24% of the local stores I have shopped at offer good customer service

None of the local stores I have shopped at offer good customer service

Unsure/Don't Know

Please add any comments you wish to make about the question "How many of the local stores I have shopped at offer good customer service"

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* 4. Thinking only about the STAFF local stores hire, what aspects of customer service are important to you? (Check all that apply)

Generally friendly staff

Well trained/knowledgable

Welcome me with a smile and a greeting

Remember my name

Are familiar with the products their store carries

Offer me assistance even if I did not ask for any

Prompt assistance when I ask for help (not having to wait very long for someone to help me)

Offer to order in items not in stock, or at least check to see if they can order them

Able to explain how a product works or its benefits to me

Other (Thinking only about the STAFF local stores hire, what aspects of customer service are important to you?)

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* 5. Thinking only of the MANAGEMENT at local stores, what aspects of customer service are important to you?

Generally friendly management

Well trained/knowledgeable

Welcome me with a smile and a greeting

Remember my name

Are familiar with the products their store carries

Offer me assistance even if I did not ask for any

Prompt assistance when I ask for help (not having to wait very long for someone to help me)

Offer to order in items not in stock, or at least check to see if they can order them

Able to explain how a product works or its benefits to me

Is available to address customer service issues during regular store hours (ie. you don't have to wait until a day the manager is in)

Other (Thinking only of the MANAGEMENT at local stores, what aspects of customer service are important to you?)

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* 6. Store Hours- Please indicate how you feel about each of these statements regarding store hours

	Strongly Agree	Agree	Somewhat Agree	Not Sure/Nuetral	Somewhat Disagree	Disagree	Strongly Disagree
Stores should be open Monday through Friday (5 days a week)	Stores should be open Monday through Friday (5 days a week) Strongly Agree	Stores should be open Monday through Friday (5 days a week) Agree	Stores should be open Monday through Friday (5 days a week) Somewhat Agree	Stores should be open Monday through Friday (5 days a week) Not Sure/Nuetral	Stores should be open Monday through Friday (5 days a week) Somewhat Disagree	Stores should be open Monday through Friday (5 days a week) Disagree	Stores should be open Monday through Friday (5 days a week) Strongly Disagree
Stores should be open Monday through Saturday (6 days a week)	Stores should be open Monday through Saturday (6 days a week) Strongly Agree	Stores should be open Monday through Saturday (6 days a week) Agree	Stores should be open Monday through Saturday (6 days a week) Somewhat Agree	Stores should be open Monday through Saturday (6 days a week) Not Sure/Nuetral	Stores should be open Monday through Saturday (6 days a week) Somewhat Disagree	Stores should be open Monday through Saturday (6 days a week) Disagree	Stores should be open Monday through Saturday (6 days a week) Strongly Disagree
Stores should be open Monday through Sunday (7 days a week)	Stores should be open Monday through Sunday (7 days a week) Strongly Agree	Stores should be open Monday through Sunday (7 days a week) Agree	Stores should be open Monday through Sunday (7 days a week) Somewhat Agree	Stores should be open Monday through Sunday (7 days a week) Not Sure/Nuetral	Stores should be open Monday through Sunday (7 days a week) Somewhat Disagree	Stores should be open Monday through Sunday (7 days a week) Disagree	Stores should be open Monday through Sunday (7 days a week) Strongly Disagree
If a store is only open part of a day on weekends it should be in the morning (ie 9-12)	If a store is only open part of a day on weekends it should be in the morning (ie 9-12) Strongly Agree	If a store is only open part of a day on weekends it should be in the morning (ie 9-12) Agree	If a store is only open part of a day on weekends it should be in the morning (ie 9-12) Somewhat Agree	If a store is only open part of a day on weekends it should be in the morning (ie 9-12) Not Sure/Nuetral	If a store is only open part of a day on weekends it should be in the morning (ie 9-12) Somewhat Disagree	If a store is only open part of a day on weekends it should be in the morning (ie 9-12) Disagree	If a store is only open part of a day on weekends it should be in the morning (ie 9-12) Strongly Disagree
If a store is only open part of a day on weekends it should be in the afternoon (ie 1-5)	If a store is only open part of a day on weekends it should be in the afternoon (ie 1-5) Strongly Agree	If a store is only open part of a day on weekends it should be in the afternoon (ie 1-5) Agree	If a store is only open part of a day on weekends it should be in the afternoon (ie 1-5) Somewhat Agree	If a store is only open part of a day on weekends it should be in the afternoon (ie 1-5) Not Sure/Nuetral	If a store is only open part of a day on weekends it should be in the afternoon (ie 1-5) Somewhat Disagree	If a store is only open part of a day on weekends it should be in the afternoon (ie 1-5) Disagree	If a store is only open part of a day on weekends it should be in the afternoon (ie 1-5) Strongly Disagree
It is OK for stores to close at noon for a staff lunch break if there is ONLY ONE staff member working	It is OK for stores to close at noon for a staff lunch break if there is ONLY ONE staff member working Strongly Agree	It is OK for stores to close at noon for a staff lunch break if there is ONLY ONE staff member working Agree	It is OK for stores to close at noon for a staff lunch break if there is ONLY ONE staff member working Somewhat Agree	It is OK for stores to close at noon for a staff lunch break if there is ONLY ONE staff member working Not Sure/Nuetral	It is OK for stores to close at noon for a staff lunch break if there is ONLY ONE staff member working Somewhat Disagree	It is OK for stores to close at noon for a staff lunch break if there is ONLY ONE staff member working Disagree	It is OK for stores to close at noon for a staff lunch break if there is ONLY ONE staff member working Strongly Disagree
It is OK for stores to close at noon for a staff lunch break if there is MORE THAN ONE staff member working	It is OK for stores to close at noon for a staff lunch break if there is MORE THAN ONE staff member working Strongly Agree	It is OK for stores to close at noon for a staff lunch break if there is MORE THAN ONE staff member working Agree	It is OK for stores to close at noon for a staff lunch break if there is MORE THAN ONE staff member working Somewhat Agree	It is OK for stores to close at noon for a staff lunch break if there is MORE THAN ONE staff member working Not Sure/Nuetral	It is OK for stores to close at noon for a staff lunch break if there is MORE THAN ONE staff member working Somewhat Disagree	It is OK for stores to close at noon for a staff lunch break if there is MORE THAN ONE staff member working Disagree	It is OK for stores to close at noon for a staff lunch break if there is MORE THAN ONE staff member working Strongly Disagree
Stores should have their hours posted at the entrance to their business	Stores should have their hours posted at the entrance to their business Strongly Agree	Stores should have their hours posted at the entrance to their business Agree	Stores should have their hours posted at the entrance to their business Somewhat Agree	Stores should have their hours posted at the entrance to their business Not Sure/Nuetral	Stores should have their hours posted at the entrance to their business Somewhat Disagree	Stores should have their hours posted at the entrance to their business Disagree	Stores should have their hours posted at the entrance to their business Strongly Disagree
Stores should maintain regular hours, (as opposed to changing hours frequently or closing when their posted hours say they are open)	Stores should maintain regular hours, (as opposed to changing hours frequently or closing when their posted hours say they are open) Strongly Agree	Stores should maintain regular hours, (as opposed to changing hours frequently or closing when their posted hours say they are open) Agree	Stores should maintain regular hours, (as opposed to changing hours frequently or closing when their posted hours say they are open) Somewhat Agree	Stores should maintain regular hours, (as opposed to changing hours frequently or closing when their posted hours say they are open) Not Sure/Nuetral	Stores should maintain regular hours, (as opposed to changing hours frequently or closing when their posted hours say they are open) Somewhat Disagree	Stores should maintain regular hours, (as opposed to changing hours frequently or closing when their posted hours say they are open) Disagree	Stores should maintain regular hours, (as opposed to changing hours frequently or closing when their posted hours say they are open) Strongly Disagree

Comments regarding store hours

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* 7. In your own experience shopping in Nipawin, how many stores do you find offer good customer service?

I find all stores in Nipawin offer good customer service

I find most stores in Nipawin offer good customer service

I find only some stores in Nipawin offer good customer service

I find none of the stores in Nipawin I have shopped at offer good customer service

Unsure

Comment about what portion of the stores in Nipawin provide good customer service

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* 8. One of the conveniences of shopping local is after sales service. What after sales services are important to you when shopping locally?

Returns and Refunds

On site or return to store warranty( the item can be taken back to the store as opposed to you having to mail it somewhere)

Troubleshooting (being able to go back to the store for assistance such as how to operate a product)

Replacement parts - being able to purchase replacement parts or refills

Stores you have purchased from keeping in touch through email or physical mail

None of the above/Don't know

Other (please specify)

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* 9. Please rate these examples of customer service, reflecting how important they are to you

	Very Important	Important	Somewhat Important	Unsure/Nuetral	Somewhat Not Important	Not Important
When I walk in the store I do not have to search for the staff or management	When I walk in the store I do not have to search for the staff or management Very Important	When I walk in the store I do not have to search for the staff or management Important	When I walk in the store I do not have to search for the staff or management Somewhat Important	When I walk in the store I do not have to search for the staff or management Unsure/Nuetral	When I walk in the store I do not have to search for the staff or management Somewhat Not Important	When I walk in the store I do not have to search for the staff or management Not Important
Staff or management do not make me feel like I am bothering them or are just rude to me	Staff or management do not make me feel like I am bothering them or are just rude to me Very Important	Staff or management do not make me feel like I am bothering them or are just rude to me Important	Staff or management do not make me feel like I am bothering them or are just rude to me Somewhat Important	Staff or management do not make me feel like I am bothering them or are just rude to me Unsure/Nuetral	Staff or management do not make me feel like I am bothering them or are just rude to me Somewhat Not Important	Staff or management do not make me feel like I am bothering them or are just rude to me Not Important
Staff or management that are knowledgeable about the products the store carries (ie. know how the products work)	Staff or management that are knowledgeable about the products the store carries (ie. know how the products work) Very Important	Staff or management that are knowledgeable about the products the store carries (ie. know how the products work) Important	Staff or management that are knowledgeable about the products the store carries (ie. know how the products work) Somewhat Important	Staff or management that are knowledgeable about the products the store carries (ie. know how the products work) Unsure/Nuetral	Staff or management that are knowledgeable about the products the store carries (ie. know how the products work) Somewhat Not Important	Staff or management that are knowledgeable about the products the store carries (ie. know how the products work) Not Important
Staff or management that are knowledgeable about what products the store carries (ie. familiar with the store inventory)	Staff or management that are knowledgeable about what products the store carries (ie. familiar with the store inventory) Very Important	Staff or management that are knowledgeable about what products the store carries (ie. familiar with the store inventory) Important	Staff or management that are knowledgeable about what products the store carries (ie. familiar with the store inventory) Somewhat Important	Staff or management that are knowledgeable about what products the store carries (ie. familiar with the store inventory) Unsure/Nuetral	Staff or management that are knowledgeable about what products the store carries (ie. familiar with the store inventory) Somewhat Not Important	Staff or management that are knowledgeable about what products the store carries (ie. familiar with the store inventory) Not Important
Staff or management that make me feel they appreciate my business	Staff or management that make me feel they appreciate my business Very Important	Staff or management that make me feel they appreciate my business Important	Staff or management that make me feel they appreciate my business Somewhat Important	Staff or management that make me feel they appreciate my business Unsure/Nuetral	Staff or management that make me feel they appreciate my business Somewhat Not Important	Staff or management that make me feel they appreciate my business Not Important
Stores that stay open during during lunch hour	Stores that stay open during during lunch hour Very Important	Stores that stay open during during lunch hour Important	Stores that stay open during during lunch hour Somewhat Important	Stores that stay open during during lunch hour Unsure/Nuetral	Stores that stay open during during lunch hour Somewhat Not Important	Stores that stay open during during lunch hour Not Important
Stores that keep regular hours or frequently change their hours	Stores that keep regular hours or frequently change their hours Very Important	Stores that keep regular hours or frequently change their hours Important	Stores that keep regular hours or frequently change their hours Somewhat Important	Stores that keep regular hours or frequently change their hours Unsure/Nuetral	Stores that keep regular hours or frequently change their hours Somewhat Not Important	Stores that keep regular hours or frequently change their hours Not Important

Other comments about types of customer service

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* 10. Based on your experience shopping in Nipawin, how frequently do you experience the following types of customer service?

	Always	Usually	Sometimes	Rarely	Never
Have to search for the staff or management	Have to search for the staff or management Always	Have to search for the staff or management Usually	Have to search for the staff or management Sometimes	Have to search for the staff or management Rarely	Have to search for the staff or management Never
Staff or management make me feel like I am bothering them or are just rude to me	Staff or management make me feel like I am bothering them or are just rude to me Always	Staff or management make me feel like I am bothering them or are just rude to me Usually	Staff or management make me feel like I am bothering them or are just rude to me Sometimes	Staff or management make me feel like I am bothering them or are just rude to me Rarely	Staff or management make me feel like I am bothering them or are just rude to me Never
Staff or management that are NOT knowledgeable about the products the store carries (ie. know how the products work)	Staff or management that are NOT knowledgeable about the products the store carries (ie. know how the products work) Always	Staff or management that are NOT knowledgeable about the products the store carries (ie. know how the products work) Usually	Staff or management that are NOT knowledgeable about the products the store carries (ie. know how the products work) Sometimes	Staff or management that are NOT knowledgeable about the products the store carries (ie. know how the products work) Rarely	Staff or management that are NOT knowledgeable about the products the store carries (ie. know how the products work) Never
Staff or management that are NOT knowledgeable about what products the store carries (ie. familiar with the store inventory)	Staff or management that are NOT knowledgeable about what products the store carries (ie. familiar with the store inventory) Always	Staff or management that are NOT knowledgeable about what products the store carries (ie. familiar with the store inventory) Usually	Staff or management that are NOT knowledgeable about what products the store carries (ie. familiar with the store inventory) Sometimes	Staff or management that are NOT knowledgeable about what products the store carries (ie. familiar with the store inventory) Rarely	Staff or management that are NOT knowledgeable about what products the store carries (ie. familiar with the store inventory) Never
Staff or management make me feel they DO NOT appreciate my business	Staff or management make me feel they DO NOT appreciate my business Always	Staff or management make me feel they DO NOT appreciate my business Usually	Staff or management make me feel they DO NOT appreciate my business Sometimes	Staff or management make me feel they DO NOT appreciate my business Rarely	Staff or management make me feel they DO NOT appreciate my business Never
Stores that are closed during lunch hour	Stores that are closed during lunch hour Always	Stores that are closed during lunch hour Usually	Stores that are closed during lunch hour Sometimes	Stores that are closed during lunch hour Rarely	Stores that are closed during lunch hour Never
Stores that keep irregular hours or frequently change their hours	Stores that keep irregular hours or frequently change their hours Always	Stores that keep irregular hours or frequently change their hours Usually	Stores that keep irregular hours or frequently change their hours Sometimes	Stores that keep irregular hours or frequently change their hours Rarely	Stores that keep irregular hours or frequently change their hours Never

Please feel free to add any final comments about customer service. Thank you for your participation!