2
|
VOLUME 4.1
|
2
|
COMPANY CORPORATE SURVEY FINDINGS
|
4
|
~ COMPANY CORPORATE SURVEYS
|
4
|
~ SURVEY OF COMPANY CORPORATE END USERS
|
4
|
~ SURVEY OF COMPANY CORPORATE SERVICE NETWORKS +
DISTRIBUTION
|
5
|
~ SURVEY OF COMPANY CORPORATE BUYERS
|
5
|
~ SURVEY OF COMPANY CORPORATE PERFORMANCE
|
|
|
7
|
CORPORATE COVERAGE
|
8
|
~ CORPORATE SURVEY FINDINGS
|
9
|
~ CORPORATE END USERS SURVEYS
|
10
|
~ ~ CORPORATE END USERS SURVEY - INTRODUCTION
|
11
|
~ ~ CURRENT PURCHASING CRITERIA
|
11
|
~ ~ REACTION TO P.O.S. + MERCHANDISING
|
12
|
~ ~ SATISFACTION WITH PRODUCT QUALITY
|
12
|
~ ~ SATISFACTION WITH PRODUCT DESIGN
|
13
|
~ ~ SATISFACTION WITH PRODUCT AVAILABILITY
|
13
|
~ ~ SATISFACTION WITH EXISTING PRODUCTS + SERVICES
|
14
|
~ ~ SATISFACTION WITH EXISTING END USER LEVEL
|
14
|
~ ~ SATISFACTION WITH PRODUCT LEVELS
|
15
|
~ ~ SATISFACTION WITH EXISTING METHODS OF SUPPLY
|
15
|
~ ~ SATISFACTION WITH PRODUCT PACKAGING
|
16
|
~ ~ SATISFACTION WITH PRODUCT PACKAGING DESIGN
|
16
|
~ ~ REACTION TO ADVERTISING + SALES PROMOTION
|
17
|
~ ~ PRODUCT AWARENESS
|
17
|
~ ~ THE QUALITY -V- PRICE QUESTION
|
18
|
~ ~ THE AVAILABILITY -V- PRICE QUESTION
|
18
|
~ ~ PRICE SENSITIVITY
|
19
|
~ ~ FUTURE TRENDS IN PURCHASING CRITERIA
|
|
|
20
|
~ CORPORATE SERVICE NETWORKS + DISTRIBUTION SURVEYS
|
21
|
~ ~ CORPORATE SERVICE NETWORKS + DISTRIBUTION SURVEYS -
INTRODUCTION
|
22
|
~ ~ END USER LEVEL' CURRENT PURCHASING CRITERIA
|
22
|
~ ~ END USER LEVEL: PRODUCT REJECT/RETURN RATE AFTER
PURCHASE
|
23
|
~ ~ END USER LEVEL: SATISFACTION WITH EXISTING PRODUCTS
|
23
|
~ ~ END USER LEVEL: SATISFACTION WITH EXISTING METHODS OF
SUPPLY & DISTRIBUTION
|
24
|
~ ~ END USER LEVEL: SATISFACTION WITH COMPANY'S PRODUCT
LEVELS
|
24
|
~ ~ END USER LEVEL: SATISFACTION WITH PRODUCT AVAILABILITY
|
25
|
~ ~ END USER LEVEL: SATISFACTION WITH QUALITY &
SPECIFICATIONS OF PRODUCTS
|
25
|
~ ~ END USER LEVEL: SATISFACTION WITH PURCHASE FREQUENCY +
UP-TAKE
|
26
|
~ ~ END USER LEVEL: SATISFACTION WITH ORDERING PROCEDURES
|
26
|
~ ~ END USER LEVEL: SATISFACTION WITH TERMS OF TRADING
|
27
|
~ ~ END USER LEVEL: SATISFACTION WITH AFTER-SALES SERVICES
RECEIVED FROM COMPANY
|
27
|
~ ~ END USER LEVEL: SATISFACTION WITH AVAILABILITY OF
ADVERTISING SUPPORT
|
28
|
~ ~ END USER LEVEL: SATISFACTION WITH TECHNICAL &
OTHER ASSISTANCE RECEIVED
|
28
|
~ ~ END USER LEVEL: SATISFACTION WITH TECHNICAL
DOCUMENTATION / INSTRUCTIONS
|
29
|
~ ~ COMMERCIAL CURRENT PURCHASING CRITERIA
|
29
|
~ ~ COMMERCIAL PURCHASING CRITERIA - FUTURE TRENDS
|
30
|
~ ~ COMMERCIAL: THE AVAILABILITY -v- PRICE QUESTION
|
30
|
~ ~ COMMERCIAL: THE QUALITY -v- PRICE QUESTION
|
31
|
~ ~ COMMERCIAL: SATISFACTION WITH QUALITY OF PRODUCTS
|
31
|
~ ~ COMMERCIAL: SATISFACTION WITH PRODUCT AVAILABILITY
|
32
|
~ ~ COMMERCIAL: SATISFACTION WITH COMPANY PRODUCT LEVELS
|
32
|
~ ~ COMMERCIAL: SATISFACTION WITH COMPANY ABILITY TO
FULFILL ORDERS ON TIME
|
33
|
~ ~ COMMERCIAL: SATISFACTION WITH COMPANY PURCHASE
FREQUENCY & UP-TAKE
|
33
|
~ ~ COMMERCIAL: SATISFACTION WITH COMPANY ORDERING
PROCEDURES + FORMALITIES
|
34
|
~ ~ COMMERCIAL: SATISFACTION WITH COMPANY TERMS OF TRADING
|
34
|
~ ~ COMMERCIAL: SATISFACTION WITH COMPANY CREDIT + OTHER
FINANCIAL DETAILS
|
35
|
~ ~ COMMERCIAL: SATISFACTION WITH EXISTING PRODUCTS +
PRODUCT RANGES
|
35
|
~ ~ COMMERCIAL: SATISFACTION WITH EXISTING METHODS OF
SUPPLY + DISTRIBUTION
|
36
|
~ ~ COMMERCIAL: SATISFACTION WITH QUALITY + SPECIFICATIONS
OF PRODUCTS
|
36
|
~ ~ COMMERCIAL: SATISFACTION WITH AFTER-SALES SERVICES
RECEIVED FROM COMPANY
|
37
|
~ ~ COMMERCIAL: SATISFACTION WITH AVAILABILITY OF
ADVERTISING SUPPORT
|
37
|
~ ~ COMMERCIAL: SATISFACTION WITH TECHNICAL + OTHER
ASSISTANCE RECEIVED
|
38
|
~ ~ COMMERCIAL: SATISFACTION WITH DOCUMENTATION /
INSTRUCTIONS
|
38
|
~ ~ END USER LEVEL: PRODUCT REJECT RATE
|
39
|
~ ~ END USER LEVEL: PRODUCT REJECT / RETURNS RATE
|
39
|
~ ~ END USER LEVEL: REACTIONS TO ADVERTISING + SALES
PROMOTION
|
40
|
~ ~ END USER LEVEL: THE QUALITY -v- PRICE QUESTION
|
40
|
~ ~ END USER LEVEL: THE AVAILABILITY -v- PRICE QUESTION
|
41
|
~ ~ END USER LEVEL' PURCHASING CRITERIA - FUTURE TRENDS
|
|
|
42
|
~ CORPORATE COMMERCIAL USERS SURVEYS
|
43
|
~ ~ CORPORATE COMMERCIAL USERS SURVEYS - INTRODUCTION
|
44
|
~ ~ END USER LEVEL: PERSON/S INITIATING DECISION TO
RE-ORDER
|
44
|
~ ~ END USER LEVEL: PERSON/S NEGOTIATING TERMS WITH THE
COMPANY
|
45
|
~ ~ END USER LEVEL: PERSON/S APPROVING / AUTHORIZING
ORDER/S
|
45
|
~ ~ END USER LEVEL: PERSON/S MONITORING RESULTS OF
PURCHASES + SALES
|
46
|
~ ~ COMMERCIAL: PERSON/S INITIATING DECISION TO RE-ORDER
|
46
|
~ ~ COMMERCIAL: PERSON/S INITIATING DECISION TO INCREASE
PURCHASES
|
47
|
~ ~ COMMERCIAL: PERSON/S INITIATING DECISION TO INTRODUCE
NEW PRODUCTS OR BRANDS
|
47
|
~ ~ COMMERCIAL: PERSON/S DECIDING WHAT PRODUCTS / BRANDS
ARE TO BE OFFERED
|
48
|
~ ~ COMMERCIAL: PERSON/S PREPARING ORDERS / SPECIFICATIONS
FOR PURCHASES
|
48
|
~ ~ COMMERCIAL: PERSON/S EVALUATING PRODUCTS + BRANDS
AVAILABLE
|
49
|
~ ~ COMMERCIAL: PERSON/S SEEKING QUOTATIONS
|
49
|
~ ~ COMMERCIAL: PERSON/S NEGOTIATING TERMS WITH THE
COMPANY
|
50
|
~ ~ COMMERCIAL: PERSON/S APPROVING / AUTHORIZING ORDER/S
|
50
|
~ ~ COMMERCIAL: PERSON/S MONITORING RESULTS OF PURCHASES +
SALES
|
51
|
~ ~ END USER LEVEL: PERSON/S SEEKING QUOTATIONS
|
51
|
~ ~ END USER LEVEL: PERSON/S EVALUATING PRODUCTS &
BRANDS AVAILABLE
|
52
|
~ ~ END USER LEVEL: PERSON/S PREPARING ORDERS /
SPECIFICATIONS FOR PURCHASES
|
52
|
~ ~ END USER LEVEL: PERSON/S DECIDING WHAT PRODUCTS /
BRANDS ARE TO BE BOUGHT
|
53
|
~ ~ END USER LEVEL: PERSON/S INITIATING DECISION TO
INTRODUCE NEW PRODUCTS OR BRANDS
|
53
|
~ ~ END USER LEVEL: PERSON/S INITIATING DECISION TO
INCREASE PURCHASES
|
|
|
54
|
~ CORPORATE PERFORMANCE SURVEYS
|
55
|
~ ~ CORPORATE PERFORMANCE SURVEYS - INTRODUCTION
|
56
|
~ ~ Relative Credibility: Company Level
|
56
|
~ ~ Relative Credibility: Branch/Outlet Level
|
57
|
~ ~ Relative Credibility: Company Managers
|
57
|
~ ~ Relative Credibility: Company Staff
|
58
|
~ ~ Relative Credibility: Specialist Company Staff
|
58
|
~ ~ Relative Credibility: Company Contracts &
Documentation
|
59
|
~ ~ Relative Credibility: Company Advertising
|
59
|
~ ~ Relative Customer Confidence at Company Level
|
60
|
~ ~ Relative Customer Confidence at Branch/Outlet Level
|
60
|
~ ~ Relative Customer Confidence in Company Managers
|
61
|
~ ~ Relative Customer Confidence in Company Staff
|
61
|
~ ~ Relative Customer Confidence in Specialist Company
Staff
|
62
|
~ ~ Relative Customer Confidence in Company Contracts
& Documentation
|
62
|
~ ~ Relative Customer Confidence in Company Advertising
|
63
|
~ ~ Relative Reputation at Company Level
|
63
|
~ ~ Relative Reputation at Branch/Outlet Level
|
64
|
~ ~ Relative Reputation of Company Managers
|
64
|
~ ~ Relative Reputation of Company Staff
|
65
|
~ ~ Relative Reputation of Specialist Company Staff
|
65
|
~ ~ Relative Staff Efficiency: Company Level
|
66
|
~ ~ Relative Staff Efficiency: Branch/Outlet Level
|
66
|
~ ~ Relative Staff Efficiency: Company Managers
|
67
|
~ ~ Relative Staff Efficiency: Company Staff
|
67
|
~ ~ Relative Staff Efficiency: Specialist Company Staff
|
68
|
~ ~ Relative Staff Efficiency: Contracts &
Documentation
|
68
|
~ ~ Relative Staff Efficiency: Problem Solving
|
69
|
~ ~ Relative Staff Performance: Company Level
|
69
|
~ ~ Relative Staff Performance: Branch/Outlet Level
|
70
|
~ ~ Relative Staff Performance: Company Managers
|
70
|
~ ~ Relative Staff Performance: Company Staff
|
71
|
~ ~ Relative Staff Performance: Specialist Company Staff
|
71
|
~ ~ Relative Staff Performance: Contracts &
Documentation
|
72
|
~ ~ Relative Staff Performance: Overall Customer Handling
|
72
|
~ ~ Relative Staff Integrity: Company Level
|
73
|
~ ~ Relative Staff Integrity: Branch/Outlet Level
|
73
|
~ ~ Relative Staff Integrity: Company Managers
|
74
|
~ ~ Relative Staff Integrity: Company Staff
|
74
|
~ ~ Relative Staff Integrity: Specialist Company Staff
|
75
|
~ ~ Relative Staff Integrity: Contracts &
Documentation
|
75
|
~ ~ Relative Staff Integrity: Advertising & Promotions
|
76
|
~ ~ Relative Truth & Honesty: Company Level
|
76
|
~ ~ Relative Truth & Honesty: Branch/Outlet Level
|
77
|
~ ~ Relative Truth & Honesty: Company Managers
|
77
|
~ ~ Relative Truth & Honesty: Company Staff
|
78
|
~ ~ Relative Truth & Honesty: Specialist Company Staff
|
78
|
~ ~ Relative Truth & Honesty: Contracts &
Documentation
|
79
|
~ ~ Relative Truth & Honesty: Advertising &
Promotions
|
79
|
~ ~ Relative Written Communications: Company Level
|
80
|
~ ~ Relative Written Communications: Branch/Outlet Level
|
80
|
~ ~ Relative Written Communications: Company Managers
|
81
|
~ ~ Relative Written Communications: Company Staff
|
81
|
~ ~ Relative Written Communications: Specialist Company
Staff
|
82
|
~ ~ Relative Written Communications: Contractual
|
82
|
~ ~ Relative Written Communications: Correspondence
|
83
|
~ ~ Relative Verbal Contact: Company Level
|
83
|
~ ~ Relative Verbal Contact: Branch/Outlet Level
|
84
|
~ ~ Relative Verbal Contact: Company Managers
|
84
|
~ ~ Relative Verbal Contact: Company Staff
|
85
|
~ ~ Relative Verbal Contact: Specialist Company Staff
|
85
|
~ ~ Relative Customer Handling: Company Level
|
86
|
~ ~ Relative Customer Handling: Branch/Outlet Level
|
86
|
~ ~ Relative Customer Handling: Company Managers
|
87
|
~ ~ Relative Customer Handling: Company Staff
|
87
|
~ ~ Relative Customer Handling: Specialist Company Staff
|
88
|
~ ~ Relative Customer Complaint Handling: Company Level
|
88
|
~ ~ Relative Customer Complaint Handling: Branch/Outlet
Level
|
89
|
~ ~ Relative Customer Complaint Handling: Company Managers
|
89
|
~ ~ Relative Customer Complaint Handling: Company Staff
|
90
|
~ ~ Relative Customer Complaint Handling: Specialist
Company Staff
|
90
|
~ ~ Relative Customer Problem Solving: Company Level
|
91
|
~ ~ Relative Customer Problem Solving: Branch/Outlet Level
|
91
|
~ ~ Relative Customer Problem Solving: Company Managers
|
92
|
~ ~ Relative Customer Problem Solving: Company Staff
|
92
|
~ ~ Relative Customer Problem Solving: Specialist Company
Staff
|
93
|
~ ~ Relative Customer Comprehension of Product: Company
Level
|
93
|
~ ~ Relative Customer Comprehension of Product:
Branch/Outlet Level
|
94
|
~ ~ Relative Staff Comprehension of Product: Company
Managers
|
94
|
~ ~ Relative Staff Comprehension of Product: Company Staff
|
95
|
~ ~ Relative Staff Comprehension of Product: Specialist
Company Staff
|
95
|
~ ~ Relative Customer Awareness of Product: Company Level
|
96
|
~ ~ Relative Customer Awareness of Product: Branch/Outlet
Level
|
96
|
~ ~ Relative Staff Awareness of Product: Company Managers
|
97
|
~ ~ Relative Staff Awareness of Product: Company Staff
|
97
|
~ ~ Relative Staff Awareness of Product: Specialist
Company Staff
|
98
|
~ ~ Relative Customer Confidence in Product: Company Level
|
98
|
~ ~ Relative Customer Confidence in Product: Branch/Outlet
Level
|
99
|
~ ~ Relative Staff Confidence in Product: Company Managers
|
99
|
~ ~ Relative Staff Confidence in Product: Company Staff
|
100
|
~ ~ Relative Staff Confidence in Product: Specialist
Company Staff
|
100
|
~ ~ Relative Customer Service: Company Level
|
101
|
~ ~ Relative Customer Service: Branch/Outlet Level
|
101
|
~ ~ Relative Customer Service: Company Managers
|
102
|
~ ~ Relative Customer Service: Company Staff
|
102
|
~ ~ Relative Customer Service: Specialist Company Staff
|
103
|
~ ~ Relative Customer Service: Contracts &
Documentation
|
103
|
~ ~ Relative Initial Customer Response: Company Level
|
104
|
~ ~ Relative Initial Customer Response: Branch/Outlet
Level
|
104
|
~ ~ Relative Initial Customer Response: Company Managers
|
105
|
~ ~ Relative Initial Customer Response: Company Staff
|
105
|
~ ~ Relative Initial Customer Response: Specialist Company
Staff
|
106
|
~ ~ Relative Information for Customers: Company Level
|
106
|
~ ~ Relative Information for Customers: Branch/Outlet
Level
|
107
|
~ ~ Relative Information for Customers: Company Managers
|
107
|
~ ~ Relative Information for Customers: Company Staff
|
108
|
~ ~ Relative Information for Customers: Specialist Company
Staff
|
108
|
~ ~ Relative Promotional Activity: Company Level
|
109
|
~ ~ Relative Promotional Activity: Branch/Outlet Level
|
109
|
~ ~ Relative Advertising Posture: Company Level
|
110
|
~ ~ Relative Advertising Posture: Branch/Outlet Level
|
110
|
~ ~ Relative Contract Documentation: Company Level
|
111
|
~ ~ Relative Contract Documentation: Branch/Outlet Level
|
|
|
113
|
VOLUME 4.2
|
113
|
COMPANY SECTOR SURVEY FINDINGS
|
115
|
~ COMPANY SECTOR SURVEYS
|
115
|
~ SURVEY OF COMPANY SECTOR END USERS
|
115
|
~ SURVEY OF COMPANY SECTOR SERVICE NETWORKS + DISTRIBUTION
|
116
|
~ SURVEY OF COMPANY SECTOR BUYERS
|
116
|
~ SURVEY OF COMPANY SECTOR PERFORMANCE
|
118
|
SECTOR COVERAGE
|
119
|
~ COMPANY SECTOR SURVEY FINDINGS
|
120
|
~ COMPANY SECTOR END USERS SURVEYS
|
121
|
~ ~ SECTOR END USERS SURVEY - INTRODUCTION
|
122
|
~ ~ CURRENT PURCHASING CRITERIA
|
122
|
~ ~ REACTION TO P.O.S. + MERCHANDISING
|
123
|
~ ~ SATISFACTION WITH PRODUCT QUALITY
|
123
|
~ ~ SATISFACTION WITH PRODUCT DESIGN
|
124
|
~ ~ SATISFACTION WITH PRODUCT AVAILABILITY
|
124
|
~ ~ SATISFACTION WITH EXISTING PRODUCTS + SERVICES
|
125
|
~ ~ SATISFACTION WITH EXISTING END USER LEVEL
|
125
|
~ ~ SATISFACTION WITH PRODUCT LEVELS
|
126
|
~ ~ SATISFACTION WITH EXISTING METHODS OF SUPPLY
|
126
|
~ ~ SATISFACTION WITH PRODUCT PACKAGING
|
127
|
~ ~ SATISFACTION WITH PRODUCT PACKAGING DESIGN
|
127
|
~ ~ REACTION TO ADVERTISING + SALES PROMOTION
|
128
|
~ ~ PRODUCT AWARENESS
|
128
|
~ ~ THE QUALITY -V- PRICE QUESTION
|
129
|
~ ~ THE AVAILABILITY -V- PRICE QUESTION
|
129
|
~ ~ PRICE SENSITIVITY
|
130
|
~ ~ FUTURE TRENDS IN PURCHASING CRITERIA
|
|
|
131
|
~ COMPANY SECTOR SERVICE NETWORKS + DISTRIBUTION SURVEYS
|
132
|
~ ~ SECTOR SERVICE NETWORKS + DISTRIBUTION SURVEYS -
INTRODUCTION
|
133
|
~ ~ END USER LEVEL' CURRENT PURCHASING CRITERIA
|
133
|
~ ~ END USER LEVEL: PRODUCT REJECT/RETURN RATE AFTER
PURCHASE
|
134
|
~ ~ END USER LEVEL: SATISFACTION WITH EXISTING PRODUCTS
|
134
|
~ ~ END USER LEVEL: SATISFACTION WITH EXISTING METHODS OF
SUPPLY & DISTRIBUTION
|
135
|
~ ~ END USER LEVEL: SATISFACTION WITH COMPANY'S PRODUCT
LEVELS
|
135
|
~ ~ END USER LEVEL: SATISFACTION WITH PRODUCT AVAILABILITY
|
136
|
~ ~ END USER LEVEL: SATISFACTION WITH QUALITY &
SPECIFICATIONS OF PRODUCTS
|
136
|
~ ~ END USER LEVEL: SATISFACTION WITH PURCHASE FREQUENCY
& UP-TAKE
|
137
|
~ ~ END USER LEVEL: SATISFACTION WITH ORDERING PROCEDURES
|
137
|
~ ~ END USER LEVEL: SATISFACTION WITH TERMS OF TRADING
|
138
|
~ ~ END USER LEVEL: SATISFACTION WITH AFTER-SALES SERVICES
RECEIVED FROM COMPANY
|
138
|
~ ~ END USER LEVEL: SATISFACTION WITH AVAILABILITY OF
ADVERTISING SUPPORT
|
139
|
~ ~ END USER LEVEL: SATISFACTION WITH TECHNICAL &
OTHER ASSISTANCE RECEIVED
|
139
|
~ ~ END USER LEVEL: SATISFACTION WITH TECHNICAL
DOCUMENTATION / INSTRUCTIONS
|
140
|
~ ~ COMMERCIAL CURRENT PURCHASING CRITERIA
|
140
|
~ ~ COMMERCIAL PURCHASING CRITERIA - FUTURE TRENDS
|
141
|
~ ~ COMMERCIAL: THE AVAILABILITY -v- PRICE QUESTION
|
141
|
~ ~ COMMERCIAL: THE QUALITY -v- PRICE QUESTION
|
142
|
~ ~ COMMERCIAL: SATISFACTION WITH QUALITY OF PRODUCTS
|
142
|
~ ~ COMMERCIAL: SATISFACTION WITH PRODUCT AVAILABILITY
|
143
|
~ ~ COMMERCIAL: SATISFACTION WITH COMPANY PRODUCT LEVELS
|
143
|
~ ~ COMMERCIAL: SATISFACTION WITH COMPANY ABILITY TO
FULFILL ORDERS ON TIME
|
144
|
~ ~ COMMERCIAL: SATISFACTION WITH COMPANY PURCHASE
FREQUENCY + UP-TAKE
|
144
|
~ ~ COMMERCIAL: SATISFACTION WITH COMPANY ORDERING
PROCEDURES + FORMALITIES
|
145
|
~ ~ COMMERCIAL: SATISFACTION WITH COMPANY TERMS OF TRADING
|
145
|
~ ~ COMMERCIAL: SATISFACTION WITH COMPANY CREDIT + OTHER
FINANCIAL DETAILS
|
146
|
~ ~ COMMERCIAL: SATISFACTION WITH EXISTING PRODUCTS +
PRODUCT RANGES
|
146
|
~ ~ COMMERCIAL: SATISFACTION WITH EXISTING METHODS OF
SUPPLY + DISTRIBUTION
|
147
|
~ ~ COMMERCIAL: SATISFACTION WITH QUALITY + SPECIFICATIONS
OF PRODUCTS
|
147
|
~ ~ COMMERCIAL: SATISFACTION WITH AFTER-SALES SERVICES
RECEIVED FROM COMPANY
|
148
|
~ ~ COMMERCIAL: SATISFACTION WITH AVAILABILITY OF
ADVERTISING SUPPORT
|
148
|
~ ~ COMMERCIAL: SATISFACTION WITH TECHNICAL + OTHER
ASSISTANCE RECEIVED
|
149
|
~ ~ COMMERCIAL: SATISFACTION WITH DOCUMENTATION /
INSTRUCTIONS
|
149
|
~ ~ END USER LEVEL: PRODUCT REJECT RATE
|
150
|
~ ~ END USER LEVEL: PRODUCT RETURNS RATE
|
150
|
~ ~ END USER LEVEL: REACTIONS TO ADVERTISING + SALES
PROMOTION
|
151
|
~ ~ END USER LEVEL: THE QUALITY -v- PRICE QUESTION
|
151
|
~ ~ END USER LEVEL: THE AVAILABILITY -v- PRICE QUESTION
|
152
|
~ ~ END USER LEVEL' PURCHASING CRITERIA - FUTURE TRENDS
|
|
|
153
|
~ COMPANY SECTOR COMMERCIAL USERS SURVEYS
|
154
|
~ ~ SECTOR COMMERCIAL USERS SURVEYS - INTRODUCTION
|
155
|
~ ~ END USER LEVEL: PERSON/S INITIATING DECISION TO
RE-ORDER
|
155
|
~ ~ END USER LEVEL: PERSON/S NEGOTIATING TERMS WITH THE
COMPANY
|
156
|
~ ~ END USER LEVEL: PERSON/S APPROVING / AUTHORIZING
ORDER/S
|
156
|
~ ~ END USER LEVEL: PERSON/S MONITORING RESULTS OF
PURCHASES + SALES
|
157
|
~ ~ COMMERCIAL: PERSON/S INITIATING DECISION TO RE-ORDER
|
157
|
~ ~ COMMERCIAL: PERSON/S INITIATING DECISION TO INCREASE
PURCHASES
|
158
|
~ ~ COMMERCIAL: PERSON/S INITIATING DECISION TO INTRODUCE
NEW PRODUCTS OR BRANDS
|
158
|
~ ~ COMMERCIAL: PERSON/S DECIDING WHAT PRODUCTS / BRANDS
ARE TO BE OFFERED
|
159
|
~ ~ COMMERCIAL: PERSON/S PREPARING ORDERS / SPECIFICATIONS
FOR PURCHASES
|
159
|
~ ~ COMMERCIAL: PERSON/S EVALUATING PRODUCTS + BRANDS
AVAILABLE
|
160
|
~ ~ COMMERCIAL: PERSON/S SEEKING QUOTATIONS
|
160
|
~ ~ COMMERCIAL: PERSON/S NEGOTIATING TERMS WITH THE
COMPANY
|
161
|
~ ~ COMMERCIAL: PERSON/S APPROVING / AUTHORIZING ORDER/S
|
161
|
~ ~ COMMERCIAL: PERSON/S MONITORING RESULTS OF PURCHASES +
SALES
|
162
|
~ ~ END USER LEVEL: PERSON/S SEEKING QUOTATIONS
|
162
|
~ ~ END USER LEVEL: PERSON/S EVALUATING PRODUCTS &
BRANDS AVAILABLE
|
163
|
~ ~ END USER LEVEL: PERSON/S PREPARING ORDERS /
SPECIFICATIONS FOR PURCHASES
|
163
|
~ ~ END USER LEVEL: PERSON/S DECIDING WHAT PRODUCTS /
BRANDS ARE TO BE BOUGHT
|
164
|
~ ~ END USER LEVEL: PERSON/S INITIATING DECISION TO
INTRODUCE NEW PRODUCTS OR BRANDS
|
164
|
~ ~ END USER LEVEL: PERSON/S INITIATING DECISION TO
INCREASE PURCHASES
|
|
|
165
|
~ COMPANY SECTOR PERFORMANCE SURVEYS
|
166
|
~ ~ SECTOR PERFORMANCE SURVEYS - INTRODUCTION
|
167
|
~ ~ Relative Credibility: Company Level
|
167
|
~ ~ Relative Credibility: Branch/Outlet Level
|
168
|
~ ~ Relative Credibility: Company Managers
|
168
|
~ ~ Relative Credibility: Company Staff
|
169
|
~ ~ Relative Credibility: Specialist Company Staff
|
169
|
~ ~ Relative Credibility: Company Contracts &
Documentation
|
170
|
~ ~ Relative Credibility: Company Advertising
|
170
|
~ ~ Relative Customer Confidence at Company Level
|
171
|
~ ~ Relative Customer Confidence at Branch/Outlet Level
|
171
|
~ ~ Relative Customer Confidence in Company Managers
|
172
|
~ ~ Relative Customer Confidence in Company Staff
|
172
|
~ ~ Relative Customer Confidence in Specialist Company
Staff
|
173
|
~ ~ Relative Customer Confidence in Company Contracts
& Documentation
|
173
|
~ ~ Relative Customer Confidence in Company Advertising
|
174
|
~ ~ Relative Reputation at Company Level
|
174
|
~ ~ Relative Reputation at Branch/Outlet Level
|
175
|
~ ~ Relative Reputation of Company Managers
|
175
|
~ ~ Relative Reputation of Company Staff
|
176
|
~ ~ Relative Reputation of Specialist Company Staff
|
176
|
~ ~ Relative Staff Efficiency: Company Level
|
177
|
~ ~ Relative Staff Efficiency: Branch/Outlet Level
|
177
|
~ ~ Relative Staff Efficiency: Company Managers
|
178
|
~ ~ Relative Staff Efficiency: Company Staff
|
178
|
~ ~ Relative Staff Efficiency: Specialist Company Staff
|
179
|
~ ~ Relative Staff Efficiency: Contracts &
Documentation
|
179
|
~ ~ Relative Staff Efficiency: Problem Solving
|
180
|
~ ~ Relative Staff Performance: Company Level
|
180
|
~ ~ Relative Staff Performance: Branch/Outlet Level
|
181
|
~ ~ Relative Staff Performance: Company Managers
|
181
|
~ ~ Relative Staff Performance: Company Staff
|
182
|
~ ~ Relative Staff Performance: Specialist Company Staff
|
182
|
~ ~ Relative Staff Performance: Contracts &
Documentation
|
183
|
~ ~ Relative Staff Performance: Overall Customer Handling
|
183
|
~ ~ Relative Staff Integrity: Company Level
|
184
|
~ ~ Relative Staff Integrity: Branch/Outlet Level
|
184
|
~ ~ Relative Staff Integrity: Company Managers
|
185
|
~ ~ Relative Staff Integrity: Company Staff
|
185
|
~ ~ Relative Staff Integrity: Specialist Company Staff
|
186
|
~ ~ Relative Staff Integrity: Contracts &
Documentation
|
186
|
~ ~ Relative Staff Integrity: Advertising & Promotions
|
187
|
~ ~ Relative Truth & Honesty: Company Level
|
187
|
~ ~ Relative Truth & Honesty: Branch/Outlet Level
|
188
|
~ ~ Relative Truth & Honesty: Company Managers
|
188
|
~ ~ Relative Truth & Honesty: Company Staff
|
189
|
~ ~ Relative Truth & Honesty: Specialist Company Staff
|
189
|
~ ~ Relative Truth & Honesty: Contracts &
Documentation
|
190
|
~ ~ Relative Truth & Honesty: Advertising &
Promotions
|
190
|
~ ~ Relative Written Communications: Company Level
|
191
|
~ ~ Relative Written Communications: Branch/Outlet Level
|
191
|
~ ~ Relative Written Communications: Company Managers
|
192
|
~ ~ Relative Written Communications: Company Staff
|
192
|
~ ~ Relative Written Communications: Specialist Company
Staff
|
193
|
~ ~ Relative Written Communications: Contractual
|
193
|
~ ~ Relative Written Communications: Correspondence
|
194
|
~ ~ Relative Verbal Contact: Company Level
|
194
|
~ ~ Relative Verbal Contact: Branch/Outlet Level
|
195
|
~ ~ Relative Verbal Contact: Company Managers
|
195
|
~ ~ Relative Verbal Contact: Company Staff
|
196
|
~ ~ Relative Verbal Contact: Specialist Company Staff
|
196
|
~ ~ Relative Customer Handling: Company Level
|
197
|
~ ~ Relative Customer Handling: Branch/Outlet Level
|
197
|
~ ~ Relative Customer Handling: Company Managers
|
198
|
~ ~ Relative Customer Handling: Company Staff
|
198
|
~ ~ Relative Customer Handling: Specialist Company Staff
|
199
|
~ ~ Relative Customer Complaint Handling: Company Level
|
199
|
~ ~ Relative Customer Complaint Handling: Branch/Outlet
Level
|
200
|
~ ~ Relative Customer Complaint Handling: Company Managers
|
200
|
~ ~ Relative Customer Complaint Handling: Company Staff
|
201
|
~ ~ Relative Customer Complaint Handling: Specialist
Company Staff
|
201
|
~ ~ Relative Customer Problem Solving: Company Level
|
202
|
~ ~ Relative Customer Problem Solving: Branch/Outlet Level
|
202
|
~ ~ Relative Customer Problem Solving: Company Managers
|
203
|
~ ~ Relative Customer Problem Solving: Company Staff
|
203
|
~ ~ Relative Customer Problem Solving: Specialist Company
Staff
|
204
|
~ ~ Relative Customer Comprehension of Product: Company
Level
|
204
|
~ ~ Relative Customer Comprehension of Product:
Branch/Outlet Level
|
205
|
~ ~ Relative Staff Comprehension of Product: Company
Managers
|
205
|
~ ~ Relative Staff Comprehension of Product: Company Staff
|
206
|
~ ~ Relative Staff Comprehension of Product: Specialist
Company Staff
|
206
|
~ ~ Relative Customer Awareness of Product: Company Level
|
207
|
~ ~ Relative Customer Awareness of Product: Branch/Outlet
Level
|
207
|
~ ~ Relative Staff Awareness of Product: Company Managers
|
208
|
~ ~ Relative Staff Awareness of Product: Company Staff
|
208
|
~ ~ Relative Staff Awareness of Product: Specialist
Company Staff
|
209
|
~ ~ Relative Customer Confidence in Product: Company Level
|
209
|
~ ~ Relative Customer Confidence in Product: Branch/Outlet
Level
|
210
|
~ ~ Relative Staff Confidence in Product: Company Managers
|
210
|
~ ~ Relative Staff Confidence in Product: Company Staff
|
211
|
~ ~ Relative Staff Confidence in Product: Specialist
Company Staff
|
211
|
~ ~ Relative Customer Service: Company Level
|
212
|
~ ~ Relative Customer Service: Branch/Outlet Level
|
212
|
~ ~ Relative Customer Service: Company Managers
|
213
|
~ ~ Relative Customer Service: Company Staff
|
213
|
~ ~ Relative Customer Service: Specialist Company Staff
|
214
|
~ ~ Relative Customer Service: Contracts &
Documentation
|
214
|
~ ~ Relative Initial Customer Response: Company Level
|
215
|
~ ~ Relative Initial Customer Response: Branch/Outlet
Level
|
215
|
~ ~ Relative Initial Customer Response: Company Managers
|
216
|
~ ~ Relative Initial Customer Response: Company Staff
|
216
|
~ ~ Relative Initial Customer Response: Specialist Company
Staff
|
217
|
~ ~ Relative Information for Customers: Company Level
|
217
|
~ ~ Relative Information for Customers: Branch/Outlet
Level
|
218
|
~ ~ Relative Information for Customers: Company Managers
|
218
|
~ ~ Relative Information for Customers: Company Staff
|
219
|
~ ~ Relative Information for Customers: Specialist Company
Staff
|
219
|
~ ~ Relative Promotional Activity: Company Level
|
220
|
~ ~ Relative Promotional Activity: Branch/Outlet Level
|
220
|
~ ~ Relative Advertising Posture: Company Level
|
221
|
~ ~ Relative Advertising Posture: Branch/Outlet Level
|
221
|
~ ~ Relative Contract Documentation: Company Level
|
222
|
~ ~ Relative Contract Documentation: Branch/Outlet Level
|
|
|
224
|
VOLUME 4.3
|
224
|
COMPETITOR SURVEY FINDINGS
|
226
|
~ COMPETITOR SURVEYS
|
226
|
~ SURVEY OF COMPETITOR END USERS
|
226
|
~ SURVEY OF COMPETITOR SERVICE NETWORKS + DISTRIBUTION
|
227
|
~ SURVEY OF COMPETITOR BUYERS
|
227
|
~ SURVEY OF COMPETITOR PERFORMANCE
|
|
|
229
|
CORPORATE COVERAGE
|
231
|
~ COMPETITOR END USERS SURVEYS
|
232
|
~ ~ COMPETITOR END USERS SURVEY - INTRODUCTION
|
233
|
~ ~ CURRENT PURCHASING CRITERIA
|
233
|
~ ~ REACTION TO P.O.S. + MERCHANDISING
|
234
|
~ ~ SATISFACTION WITH PRODUCT QUALITY
|
234
|
~ ~ SATISFACTION WITH PRODUCT DESIGN
|
235
|
~ ~ SATISFACTION WITH PRODUCT AVAILABILITY
|
235
|
~ ~ SATISFACTION WITH EXISTING PRODUCTS + SERVICES
|
236
|
~ ~ SATISFACTION WITH EXISTING END USER LEVEL
|
236
|
~ ~ SATISFACTION WITH PRODUCT LEVELS
|
237
|
~ ~ SATISFACTION WITH EXISTING METHODS OF SUPPLY
|
237
|
~ ~ SATISFACTION WITH PRODUCT PACKAGING
|
238
|
~ ~ SATISFACTION WITH PRODUCT PACKAGING DESIGN
|
238
|
~ ~ REACTION TO ADVERTISING + SALES PROMOTION
|
239
|
~ ~ PRODUCT AWARENESS
|
239
|
~ ~ THE QUALITY -V- PRICE QUESTION
|
240
|
~ ~ THE AVAILABILITY -V- PRICE QUESTION
|
240
|
~ ~ PRICE SENSITIVITY
|
241
|
~ ~ FUTURE TRENDS IN PURCHASING CRITERIA
|
|
|
242
|
~ COMPETITOR SERVICE NETWORKS + DISTRIBUTION SURVEYS
|
243
|
~ ~ COMPETITOR SERVICE NETWORKS + DISTRIBUTION SURVEYS -
INTRODUCTION
|
244
|
~ ~ END USER LEVEL' CURRENT PURCHASING CRITERIA
|
244
|
~ ~ END USER LEVEL: PRODUCT REJECT/RETURN RATE AFTER
PURCHASE
|
245
|
~ ~ END USER LEVEL: SATISFACTION WITH EXISTING PRODUCTS
|
245
|
~ ~ END USER LEVEL: SATISFACTION WITH EXISTING METHODS OF
SUPPLY & DISTRIBUTION
|
246
|
~ ~ END USER LEVEL: SATISFACTION WITH COMPANY'S PRODUCT
LEVELS
|
246
|
~ ~ END USER LEVEL: SATISFACTION WITH PRODUCT AVAILABILITY
|
247
|
~ ~ END USER LEVEL: SATISFACTION WITH QUALITY &
SPECIFICATIONS OF PRODUCTS
|
247
|
~ ~ END USER LEVEL: SATISFACTION WITH PURCHASE FREQUENCY
& UP-TAKE
|
248
|
~ ~ END USER LEVEL: SATISFACTION WITH ORDERING PROCEDURES
|
248
|
~ ~ END USER LEVEL: SATISFACTION WITH TERMS OF TRADING
|
249
|
~ ~ END USER LEVEL: SATISFACTION WITH AFTER-SALES SERVICES
RECEIVED FROM COMPANY
|
249
|
~ ~ END USER LEVEL: SATISFACTION WITH AVAILABILITY OF
ADVERTISING SUPPORT
|
250
|
~ ~ END USER LEVEL: SATISFACTION WITH TECHNICAL &
OTHER ASSISTANCE RECEIVED
|
250
|
~ ~ END USER LEVEL: SATISFACTION WITH TECHNICAL
DOCUMENTATION / INSTRUCTIONS
|
251
|
~ ~ COMMERCIAL CURRENT PURCHASING CRITERIA
|
251
|
~ ~ COMMERCIAL PURCHASING CRITERIA - FUTURE TRENDS
|
252
|
~ ~ COMMERCIAL: THE AVAILABILITY -v- PRICE QUESTION
|
252
|
~ ~ COMMERCIAL: THE QUALITY -v- PRICE QUESTION
|
253
|
~ ~ COMMERCIAL: SATISFACTION WITH QUALITY OF SUPPLIES
RECEIVED
|
253
|
~ ~ COMMERCIAL: SATISFACTION WITH PRODUCT AVAILABILITY
|
254
|
~ ~ COMMERCIAL: SATISFACTION WITH COMPANY PRODUCT LEVELS
|
254
|
~ ~ COMMERCIAL: SATISFACTION WITH COMPANY ABILITY TO
FULFILL ORDERS ON TIME
|
255
|
~ ~ COMMERCIAL: SATISFACTION WITH COMPANY PURCHASE
FREQUENCY + UP-TAKE
|
255
|
~ ~ COMMERCIAL: SATISFACTION WITH COMPANY ORDERING
PROCEDURES + FORMALITIES
|
256
|
~ ~ COMMERCIAL: SATISFACTION WITH COMPANY TERMS OF TRADING
|
256
|
~ ~ COMMERCIAL: SATISFACTION WITH COMPANY CREDIT + OTHER
FINANCIAL DETAILS
|
257
|
~ ~ COMMERCIAL: SATISFACTION WITH EXISTING PRODUCTS +
PRODUCT RANGES
|
257
|
~ ~ COMMERCIAL: SATISFACTION WITH EXISTING METHODS OF
SUPPLY + DISTRIBUTION
|
258
|
~ ~ COMMERCIAL: SATISFACTION WITH QUALITY + SPECIFICATIONS
OF PRODUCTS
|
258
|
~ ~ COMMERCIAL: SATISFACTION WITH AFTER-SALES SERVICES
RECEIVED FROM COMPANY
|
259
|
~ ~ COMMERCIAL: SATISFACTION WITH AVAILABILITY OF
ADVERTISING SUPPORT
|
259
|
~ ~ COMMERCIAL: SATISFACTION WITH TECHNICAL + OTHER
ASSISTANCE RECEIVED
|
260
|
~ ~ COMMERCIAL: SATISFACTION WITH DOCUMENTATION /
INSTRUCTIONS
|
260
|
~ ~ END USER LEVEL: PRODUCT REJECT RATE
|
261
|
~ ~ END USER LEVEL: PRODUCT RETURNS RATE
|
261
|
~ ~ END USER LEVEL: REACTIONS TO ADVERTISING + SALES
PROMOTION
|
262
|
~ ~ END USER LEVEL: THE QUALITY -v- PRICE QUESTION
|
262
|
~ ~ END USER LEVEL: THE AVAILABILITY -v- PRICE QUESTION
|
263
|
~ ~ END USER LEVEL' PURCHASING CRITERIA - FUTURE TRENDS
|
|
|
264
|
~ COMPETITOR COMMERCIAL USERS SURVEYS
|
265
|
~ ~ COMPETITOR COMMERCIAL USERS SURVEYS - INTRODUCTION
|
266
|
~ ~ END USER LEVEL: PERSON/S INITIATING DECISION TO
RE-ORDER
|
266
|
~ ~ END USER LEVEL: PERSON/S NEGOTIATING TERMS WITH THE
COMPANY
|
267
|
~ ~ END USER LEVEL: PERSON/S APPROVING / AUTHORIZING
ORDER/S
|
267
|
~ ~ END USER LEVEL: PERSON/S MONITORING RESULTS OF
PURCHASES + SALES
|
268
|
~ ~ COMMERCIAL: PERSON/S INITIATING DECISION TO RE-ORDER
|
268
|
~ ~ COMMERCIAL: PERSON/S INITIATING DECISION TO INCREASE
PURCHASES
|
269
|
~ ~ COMMERCIAL: PERSON/S INITIATING DECISION TO INTRODUCE
NEW PRODUCTS OR BRANDS
|
269
|
~ ~ COMMERCIAL: PERSON/S DECIDING WHAT PRODUCTS / BRANDS
ARE TO BE OFFERED
|
270
|
~ ~ COMMERCIAL: PERSON/S PREPARING ORDERS / SPECIFICATIONS
FOR PURCHASES
|
270
|
~ ~ COMMERCIAL: PERSON/S EVALUATING PRODUCTS + BRANDS
AVAILABLE
|
271
|
~ ~ COMMERCIAL: PERSON/S SEEKING QUOTATIONS
|
271
|
~ ~ COMMERCIAL: PERSON/S NEGOTIATING TERMS WITH THE
COMPANY
|
272
|
~ ~ COMMERCIAL: PERSON/S APPROVING / AUTHORIZING ORDER/S
|
272
|
~ ~ COMMERCIAL: PERSON/S MONITORING RESULTS OF PURCHASES +
SALES
|
273
|
~ ~ END USER LEVEL: PERSON/S SEEKING QUOTATIONS
|
273
|
~ ~ END USER LEVEL: PERSON/S EVALUATING PRODUCTS &
BRANDS AVAILABLE
|
274
|
~ ~ END USER LEVEL: PERSON/S PREPARING ORDERS /
SPECIFICATIONS FOR PURCHASES
|
274
|
~ ~ END USER LEVEL: PERSON/S DECIDING WHAT PRODUCTS /
BRANDS ARE TO BE BOUGHT
|
275
|
~ ~ END USER LEVEL: PERSON/S INITIATING DECISION TO
INTRODUCE NEW PRODUCTS OR BRANDS
|
275
|
~ ~ END USER LEVEL: PERSON/S INITIATING DECISION TO
INCREASE PURCHASES
|
|
|
276
|
~ COMPETITOR PERFORMANCE SURVEYS
|
277
|
~ ~ COMPETITOR PERFORMANCE SURVEYS - INTRODUCTION
|
278
|
~ ~ Relative Credibility: Company Level
|
278
|
~ ~ Relative Credibility: Branch/Outlet Level
|
279
|
~ ~ Relative Credibility: Company Managers
|
279
|
~ ~ Relative Credibility: Company Staff
|
280
|
~ ~ Relative Credibility: Specialist Company Staff
|
280
|
~ ~ Relative Credibility: Company Contracts &
Documentation
|
281
|
~ ~ Relative Credibility: Company Advertising
|
281
|
~ ~ Relative Customer Confidence at Company Level
|
282
|
~ ~ Relative Customer Confidence at Branch/Outlet Level
|
282
|
~ ~ Relative Customer Confidence in Company Managers
|
283
|
~ ~ Relative Customer Confidence in Company Staff
|
283
|
~ ~ Relative Customer Confidence in Specialist Company
Staff
|
284
|
~ ~ Relative Customer Confidence in Company Contracts
& Documentation
|
284
|
~ ~ Relative Customer Confidence in Company Advertising
|
285
|
~ ~ Relative Reputation at Company Level
|
285
|
~ ~ Relative Reputation at Branch/Outlet Level
|
286
|
~ ~ Relative Reputation of Company Managers
|
286
|
~ ~ Relative Reputation of Company Staff
|
287
|
~ ~ Relative Reputation of Specialist Company Staff
|
287
|
~ ~ Relative Staff Efficiency: Company Level
|
288
|
~ ~ Relative Staff Efficiency: Branch/Outlet Level
|
288
|
~ ~ Relative Staff Efficiency: Company Managers
|
289
|
~ ~ Relative Staff Efficiency: Company Staff
|
289
|
~ ~ Relative Staff Efficiency: Specialist Company Staff
|
290
|
~ ~ Relative Staff Efficiency: Contracts &
Documentation
|
290
|
~ ~ Relative Staff Efficiency: Problem Solving
|
291
|
~ ~ Relative Staff Performance: Company Level
|
291
|
~ ~ Relative Staff Performance: Branch/Outlet Level
|
292
|
~ ~ Relative Staff Performance: Company Managers
|
292
|
~ ~ Relative Staff Performance: Company Staff
|
293
|
~ ~ Relative Staff Performance: Specialist Company Staff
|
293
|
~ ~ Relative Staff Performance: Contracts &
Documentation
|
294
|
~ ~ Relative Staff Performance: Overall Customer Handling
|
294
|
~ ~ Relative Staff Integrity: Company Level
|
295
|
~ ~ Relative Staff Integrity: Branch/Outlet Level
|
295
|
~ ~ Relative Staff Integrity: Company Managers
|
296
|
~ ~ Relative Staff Integrity: Company Staff
|
296
|
~ ~ Relative Staff Integrity: Specialist Company Staff
|
297
|
~ ~ Relative Staff Integrity: Contracts &
Documentation
|
297
|
~ ~ Relative Staff Integrity: Advertising & Promotions
|
298
|
~ ~ Relative Truth & Honesty: Company Level
|
298
|
~ ~ Relative Truth & Honesty: Branch/Outlet Level
|
299
|
~ ~ Relative Truth & Honesty: Company Managers
|
299
|
~ ~ Relative Truth & Honesty: Company Staff
|
300
|
~ ~ Relative Truth & Honesty: Specialist Company Staff
|
300
|
~ ~ Relative Truth & Honesty: Contracts &
Documentation
|
301
|
~ ~ Relative Truth & Honesty: Advertising &
Promotions
|
301
|
~ ~ Relative Written Communications: Company Level
|
302
|
~ ~ Relative Written Communications: Branch/Outlet Level
|
302
|
~ ~ Relative Written Communications: Company Managers
|
303
|
~ ~ Relative Written Communications: Company Staff
|
303
|
~ ~ Relative Written Communications: Specialist Company
Staff
|
304
|
~ ~ Relative Written Communications: Contractual
|
304
|
~ ~ Relative Written Communications: Correspondence
|
305
|
~ ~ Relative Verbal Contact: Company Level
|
305
|
~ ~ Relative Verbal Contact: Branch/Outlet Level
|
306
|
~ ~ Relative Verbal Contact: Company Managers
|
306
|
~ ~ Relative Verbal Contact: Company Staff
|
307
|
~ ~ Relative Verbal Contact: Specialist Company Staff
|
307
|
~ ~ Relative Customer Handling: Company Level
|
308
|
~ ~ Relative Customer Handling: Branch/Outlet Level
|
308
|
~ ~ Relative Customer Handling: Company Managers
|
309
|
~ ~ Relative Customer Handling: Company Staff
|
309
|
~ ~ Relative Customer Handling: Specialist Company Staff
|
310
|
~ ~ Relative Customer Complaint Handling: Company Level
|
310
|
~ ~ Relative Customer Complaint Handling: Branch/Outlet
Level
|
311
|
~ ~ Relative Customer Complaint Handling: Company Managers
|
311
|
~ ~ Relative Customer Complaint Handling: Company Staff
|
312
|
~ ~ Relative Customer Complaint Handling: Specialist
Company Staff
|
312
|
~ ~ Relative Customer Problem Solving: Company Level
|
313
|
~ ~ Relative Customer Problem Solving: Branch/Outlet Level
|
313
|
~ ~ Relative Customer Problem Solving: Company Managers
|
314
|
~ ~ Relative Customer Problem Solving: Company Staff
|
314
|
~ ~ Relative Customer Problem Solving: Specialist Company
Staff
|
315
|
~ ~ Relative Customer Comprehension of Product: Company
Level
|
315
|
~ ~ Relative Customer Comprehension of Product:
Branch/Outlet Level
|
316
|
~ ~ Relative Staff Comprehension of Product: Company
Managers
|
316
|
~ ~ Relative Staff Comprehension of Product: Company Staff
|
317
|
~ ~ Relative Staff Comprehension of Product: Specialist
Company Staff
|
317
|
~ ~ Relative Customer Awareness of Product: Company Level
|
318
|
~ ~ Relative Customer Awareness of Product: Branch/Outlet
Level
|
318
|
~ ~ Relative Staff Awareness of Product: Company Managers
|
319
|
~ ~ Relative Staff Awareness of Product: Company Staff
|
319
|
~ ~ Relative Staff Awareness of Product: Specialist
Company Staff
|
320
|
~ ~ Relative Customer Confidence in Product: Company Level
|
320
|
~ ~ Relative Customer Confidence in Product: Branch/Outlet
Level
|
321
|
~ ~ Relative Staff Confidence in Product: Company Managers
|
321
|
~ ~ Relative Staff Confidence in Product: Company Staff
|
322
|
~ ~ Relative Staff Confidence in Product: Specialist
Company Staff
|
322
|
~ ~ Relative Customer Service: Company Level
|
323
|
~ ~ Relative Customer Service: Branch/Outlet Level
|
323
|
~ ~ Relative Customer Service: Company Managers
|
324
|
~ ~ Relative Customer Service: Company Staff
|
324
|
~ ~ Relative Customer Service: Specialist Company Staff
|
325
|
~ ~ Relative Customer Service: Contracts &
Documentation
|
325
|
~ ~ Relative Initial Customer Response: Company Level
|
326
|
~ ~ Relative Initial Customer Response: Branch/Outlet
Level
|
326
|
~ ~ Relative Initial Customer Response: Company Managers
|
327
|
~ ~ Relative Initial Customer Response: Company Staff
|
327
|
~ ~ Relative Initial Customer Response: Specialist Company
Staff
|
328
|
~ ~ Relative Information for Customers: Company Level
|
328
|
~ ~ Relative Information for Customers: Branch/Outlet
Level
|
329
|
~ ~ Relative Information for Customers: Company Managers
|
329
|
~ ~ Relative Information for Customers: Company Staff
|
330
|
~ ~ Relative Information for Customers: Specialist Company
Staff
|
330
|
~ ~ Relative Promotional Activity: Company Level
|
331
|
~ ~ Relative Promotional Activity: Branch/Outlet Level
|
331
|
~ ~ Relative Advertising Posture: Company Level
|
332
|
~ ~ Relative Advertising Posture: Branch/Outlet Level
|
332
|
~ ~ Relative Contract Documentation: Company Level
|
333
|
~ ~ Relative Contract Documentation: Branch/Outlet Level
|
|
|
335
|
VOLUME 4.4
|
335
|
NATIONAL SURVEYS: PRODUCTS
|
336
|
~ NATIONAL SURVEY OF END USERS
|
336
|
~ NATIONAL SURVEY OF SERVICE NETWORKS + DISTRIBUTION
|
337
|
~ NATIONAL SURVEY OF BUYERS
|
337
|
~ NATIONAL INDUSTRY PERFORMANCE SURVEYS
|
340
|
~ NATIONAL END USERS SURVEYS
|
341
|
~ ~ ~ NATIONAL END USERS SURVEY - INTRODUCTION
|
342
|
~ ~ CURRENT PURCHASING CRITERIA
|
342
|
~ ~ PERCEPTIONS OF FOREIGN SUPPLIERS
|
343
|
~ ~ WILLINGNESS TO PURCHASE FOREIGN BRANDS
|
343
|
~ ~ REACTION TO ADVERTISING + SALES PROMOTION
|
344
|
~ ~ REACTION TO P.O.S. + MERCHANDISING
|
344
|
~ ~ SATISFACTION WITH PRODUCT QUALITY
|
345
|
~ ~ SATISFACTION WITH PRODUCT DESIGN
|
345
|
~ ~ SATISFACTION WITH PRODUCT AVAILABILITY
|
346
|
~ ~ SATISFACTION WITH EXISTING PRODUCTS + SERVICES
|
346
|
~ ~ SATISFACTION WITH EXISTING END USER LEVEL
|
347
|
~ ~ SATISFACTION WITH PRODUCT LEVELS
|
347
|
~ ~ SATISFACTION WITH EXISTING METHODS OF SUPPLY
|
348
|
~ ~ SATISFACTION WITH PRODUCT PACKAGING
|
348
|
~ ~ SATISFACTION WITH PRODUCT PACKAGING DESIGN
|
349
|
~ ~ ATTITUDES TOWARDS DISCOUNT / OWN-BRAND PRODUCTS
|
349
|
~ ~ PRODUCT AWARENESS
|
350
|
~ ~ THE QUALITY -V- PRICE QUESTION
|
350
|
~ ~ THE AVAILABILITY -V- PRICE QUESTION
|
351
|
~ ~ PRICE SENSITIVITY
|
351
|
~ ~ FUTURE TRENDS IN PURCHASING CRITERIA
|
|
|
352
|
~ NATIONAL SERVICE NETWORKS + DISTRIBUTION SURVEYS
|
353
|
~ ~ ~ NATIONAL SERVICE NETWORKS + DISTRIBUTION SURVEYS -
INTRODUCTION
|
354
|
~ ~ END USER LEVEL' CURRENT PURCHASING CRITERIA
|
354
|
~ ~ END USER LEVEL: SOURCE OF SUPPLY
|
355
|
~ ~ END USER LEVEL: SUPPLIER LOYALTY
|
355
|
~ ~ END USER LEVEL: ORDERING PROCEDURES
|
356
|
~ ~ END USER LEVEL: PRODUCT DELIVERY
|
356
|
~ ~ END USER LEVEL: METHOD OF PAYMENT
|
357
|
~ ~ END USER LEVEL: REACTIONS TO ADVERTISING + SALES
PROMOTION
|
357
|
~ ~ END USER LEVEL: PRODUCT RETURNS RATE
|
358
|
~ ~ END USER LEVEL: PRODUCT REJECT RATE
|
358
|
~ ~ END USER LEVEL: PRODUCT REJECT/RETURN RATE AFTER
PURCHASE
|
359
|
~ ~ END USER LEVEL: SATISFACTION WITH EXISTING PRODUCTS
|
359
|
~ ~ END USER LEVEL: SATISFACTION WITH EXISTING SUPPLIERS
& SOURCES
|
360
|
~ ~ END USER LEVEL: SATISFACTION WITH EXISTING METHODS OF
SUPPLY & DISTRIBUTION
|
360
|
~ ~ END USER LEVEL: SATISFACTION WITH PRODUCERS' PRODUCT
LEVELS
|
361
|
~ ~ END USER LEVEL: SATISFACTION WITH PRODUCT AVAILABILITY
|
361
|
~ ~ END USER LEVEL: SATISFACTION WITH QUALITY &
SPECIFICATIONS OF PRODUCTS
|
362
|
~ ~ END USER LEVEL: SATISFACTION WITH PURCHASE FREQUENCY
& UP-TAKE
|
362
|
~ ~ END USER LEVEL: SATISFACTION WITH ORDERING PROCEDURES
|
363
|
~ ~ END USER LEVEL: SATISFACTION WITH TERMS OF TRADING
|
363
|
~ ~ END USER LEVEL: SATISFACTION WITH AFTER-SALES SERVICES
RECEIVED FROM PRODUCERS
|
364
|
~ ~ END USER LEVEL: SATISFACTION WITH AVAILABILITY OF
ADVERTISING SUPPORT
|
364
|
~ ~ END USER LEVEL: SATISFACTION WITH TECHNICAL &
OTHER ASSISTANCE RECEIVED
|
365
|
~ ~ END USER LEVEL: SATISFACTION WITH TECHNICAL
DOCUMENTATION / INSTRUCTIONS
|
365
|
~ ~ COMMERCIAL CURRENT PURCHASING CRITERIA
|
366
|
~ ~ COMMERCIAL PURCHASING CRITERIA - FUTURE TRENDS
|
366
|
~ ~ COMMERCIAL: THE AVAILABILITY -v- PRICE QUESTION
|
367
|
~ ~ COMMERCIAL: THE QUALITY -v- PRICE QUESTION
|
367
|
~ ~ COMMERCIAL: ATTITUDES TOWARDS DISCOUNT / UNBRANDED /
OWN-BRAND PRODUCTS
|
368
|
~ ~ COMMERCIAL: FREQUENCY OF PURCHASE/S
|
368
|
~ ~ COMMERCIAL: BUYING PATTERNS
|
369
|
~ ~ COMMERCIAL: MODE OF ORDERING BY END USER LEVEL
|
369
|
~ ~ COMMERCIAL: DELIVERY / SERVICE AREA
|
370
|
~ ~ COMMERCIAL: SALES PER CUSTOMER
|
370
|
~ ~ COMMERCIAL: MODE OF PAYMENT BY END USER LEVEL
|
371
|
~ ~ COMMERCIAL: DISCOUNTS OFFERED TO END USER LEVEL
|
371
|
~ ~ COMMERCIAL: END USER LEVEL ATTITUDE TOWARDS PRICE -v-
AVAILABILITY
|
372
|
~ ~ COMMERCIAL: PRODUCT DELIVERY TO END USER LEVEL
|
372
|
~ ~ COMMERCIAL: SUPPLIER LOYALTY
|
373
|
~ ~ COMMERCIAL: NUMBER OF COMPETITIVE PRODUCERS
REPRESENTED
|
373
|
~ ~ COMMERCIAL: DEALERS SALES PROMOTIONAL ACTIVITIES TO
THEIR END USER LEVEL
|
374
|
~ ~ COMMERCIAL: DEALERS SALES PROMOTIONAL ACTIVITIES MIX
|
374
|
~ ~ COMMERCIAL: PRODUCERS SALES PROMOTION MOST INFLUENCING
DEALERS
|
375
|
~ ~ COMMERCIAL: INVENTORY FINANCING
|
375
|
~ ~ COMMERCIAL: DEALERS PROBLEMS WITH PRODUCTS
|
376
|
~ ~ COMMERCIAL: EXPERIENCES OF WARRANTY / REJECT CLAIMS
|
376
|
~ ~ COMMERCIAL: SATISFACTION WITH QUALITY OF PRODUCTS
|
377
|
~ ~ COMMERCIAL: SATISFACTION WITH PRODUCT AVAILABILITY
|
377
|
~ ~ COMMERCIAL: SATISFACTION WITH PRODUCERS PRODUCT LEVELS
|
378
|
~ ~ COMMERCIAL: SATISFACTION WITH PRODUCERS ABILITY TO
FULFILL ORDERS ON TIME
|
378
|
~ ~ COMMERCIAL: SATISFACTION WITH PRODUCERS PURCHASE
FREQUENCY + UP-TAKE
|
379
|
~ ~ COMMERCIAL: SATISFACTION WITH PRODUCERS ORDERING
PROCEDURES & FORMALITIES
|
379
|
~ ~ COMMERCIAL: SATISFACTION WITH PRODUCERS TERMS OF
TRADING
|
380
|
~ ~ COMMERCIAL: SATISFACTION WITH PRODUCERS CREDIT &
OTHER FINANCIAL DETAILS
|
380
|
~ ~ COMMERCIAL: SATISFACTION WITH OWN PRODUCT OFFERINGS
|
381
|
~ ~ COMMERCIAL: SATISFACTION WITH EXISTING PRODUCTS +
PRODUCT RANGES
|
381
|
~ ~ COMMERCIAL: SATISFACTION WITH EXISTING SUPPLIERS +
SOURCES
|
382
|
~ ~ COMMERCIAL: SATISFACTION WITH EXISTING METHODS OF
SUPPLY + DISTRIBUTION
|
382
|
~ ~ COMMERCIAL: SATISFACTION WITH QUALITY + SPECIFICATIONS
OF PRODUCTS
|
383
|
~ ~ COMMERCIAL: SATISFACTION WITH AFTER-SALES SERVICES
RECEIVED FROM PRODUCERS
|
383
|
~ ~ COMMERCIAL: SATISFACTION WITH AVAILABILITY OF
ADVERTISING SUPPORT
|
384
|
~ ~ COMMERCIAL: SATISFACTION WITH TECHNICAL + OTHER
ASSISTANCE RECEIVED
|
384
|
~ ~ COMMERCIAL: SATISFACTION WITH DOCUMENTATION /
INSTRUCTIONS
|
385
|
~ ~ END USER LEVEL: BUYING PATTERNS
|
385
|
~ ~ END USER LEVEL: FREQUENCY OF PURCHASE/S
|
386
|
~ ~ END USER LEVEL: ATTITUDES TOWARDS DISCOUNT / OWN-BRAND
PRODUCTS
|
386
|
~ ~ END USER LEVEL: THE QUALITY -v- PRICE QUESTION
|
387
|
~ ~ END USER LEVEL: THE AVAILABILITY -v- PRICE QUESTION
|
387
|
~ ~ END USER LEVEL' PURCHASING CRITERIA - FUTURE TRENDS
|
|
|
388
|
~ NATIONAL BUYER SURVEYS
|
389
|
~ ~ ~ NATIONAL BUYER SURVEYS - INTRODUCTION
|
390
|
~ ~ END USER LEVEL: PERSON/S INITIATING DECISION TO
RE-ORDER
|
390
|
~ ~ END USER LEVEL: PERSON/S NEGOTIATING TERMS
|
391
|
~ ~ END USER LEVEL: PERSON/S APPROVING / AUTHORIZING
ORDER/S
|
391
|
~ ~ END USER LEVEL: PERSON/S MONITORING RESULTS OF
PURCHASES + SALES
|
392
|
~ ~ COMMERCIAL: PERSON/S INITIATING DECISION TO RE-ORDER
|
392
|
~ ~ COMMERCIAL: PERSON/S INITIATING DECISION TO INCREASE
PURCHASES
|
393
|
~ ~ COMMERCIAL: PERSON/S INITIATING DECISION TO INTRODUCE
NEW PRODUCTS OR BRANDS
|
393
|
~ ~ COMMERCIAL: PERSON/S DECIDING WHAT PRODUCTS / BRANDS
ARE TO BE OFFERED
|
394
|
~ ~ COMMERCIAL: PERSON/S PREPARING ORDERS / SPECIFICATIONS
FOR PURCHASES
|
394
|
~ ~ COMMERCIAL: PERSON/S EVALUATING PRODUCTS + BRANDS
AVAILABLE
|
395
|
~ ~ COMMERCIAL: PERSON/S SURVEYING PRODUCERS + SEEKING
QUOTATIONS
|
395
|
~ ~ COMMERCIAL: PERSON/S NEGOTIATING TERMS WITH PRODUCERS
|
396
|
~ ~ COMMERCIAL: PERSON/S APPROVING / AUTHORIZING ORDER/S
|
396
|
~ ~ COMMERCIAL: PERSON/S MONITORING RESULTS OF PURCHASES +
SALES
|
397
|
~ ~ END USER LEVEL: PERSON/S SURVEYING SUPPLIERS + SEEKING
QUOTATIONS
|
397
|
~ ~ END USER LEVEL: PERSON/S EVALUATING PRODUCTS &
BRANDS AVAILABLE
|
398
|
~ ~ END USER LEVEL: PERSON/S PREPARING ORDERS /
SPECIFICATIONS FOR PURCHASES
|
398
|
~ ~ END USER LEVEL: PERSON/S DECIDING WHAT PRODUCTS /
BRANDS ARE TO BE BOUGHT
|
399
|
~ ~ END USER LEVEL: PERSON/S INITIATING DECISION TO
INTRODUCE NEW PRODUCTS OR BRANDS
|
399
|
~ ~ END USER LEVEL: PERSON/S INITIATING DECISION TO
INCREASE PURCHASES
|
|
|
400
|
~ NATIONAL INDUSTRY PERFORMANCE SURVEYS
|
401
|
~ ~ ~ NATIONAL INDUSTRY PERFORMANCE SURVEYS - INTRODUCTION
|
402
|
~ ~ Credibility: Company Level
|
402
|
~ ~ Customer Confidence at Company Level
|
403
|
~ ~ Customer Confidence at Branch/Outlet Level
|
403
|
~ ~ Customer Confidence in Company Managers
|
404
|
~ ~ Customer Confidence in Company Staff
|
404
|
~ ~ Customer Confidence in Specialist Company Staff
|
405
|
~ ~ Customer Confidence in Company Contracts &
Documentation
|
405
|
~ ~ Customer Confidence in Company Advertising
|
406
|
~ ~ Reputation at Company Level
|
406
|
~ ~ Reputation at Branch/Outlet Level
|
407
|
~ ~ Reputation of Company Managers
|
407
|
~ ~ Reputation of Company Staff
|
408
|
~ ~ Reputation of Specialist Company Staff
|
408
|
~ ~ Staff Efficiency: Company Level
|
409
|
~ ~ Staff Efficiency: Branch/Outlet Level
|
409
|
~ ~ Staff Efficiency: Company Managers
|
410
|
~ ~ Staff Efficiency: Company Staff
|
410
|
~ ~ Staff Efficiency: Specialist Company Staff
|
411
|
~ ~ Staff Efficiency: Contracts & Documentation
|
411
|
~ ~ Staff Efficiency: Problem Solving
|
412
|
~ ~ Staff Performance: Company Level
|
412
|
~ ~ Staff Performance: Branch/Outlet Level
|
413
|
~ ~ Staff Performance: Company Managers
|
413
|
~ ~ Staff Performance: Company Staff
|
414
|
~ ~ Staff Performance: Specialist Company Staff
|
414
|
~ ~ Staff Performance: Contracts & Documentation
|
415
|
~ ~ Staff Performance: Overall Customer Handling
|
415
|
~ ~ Staff Integrity: Company Level
|
416
|
~ ~ Staff Integrity: Branch/Outlet Level
|
416
|
~ ~ Staff Integrity: Company Managers
|
417
|
~ ~ Staff Integrity: Company Staff
|
417
|
~ ~ Staff Integrity: Specialist Company Staff
|
418
|
~ ~ Staff Integrity: Contracts & Documentation
|
418
|
~ ~ Staff Integrity: Advertising & Promotions
|
419
|
~ ~ Truth & Honesty: Company Level
|
419
|
~ ~ Truth & Honesty: Branch/Outlet Level
|
420
|
~ ~ Truth & Honesty: Company Managers
|
420
|
~ ~ Truth & Honesty: Company Staff
|
421
|
~ ~ Truth & Honesty: Specialist Company Staff
|
421
|
~ ~ Truth & Honesty: Contracts & Documentation
|
422
|
~ ~ Truth & Honesty: Advertising & Promotions
|
422
|
~ ~ Written Communications: Company Level
|
423
|
~ ~ Written Communications: Branch/Outlet Level
|
423
|
~ ~ Written Communications: Company Managers
|
424
|
~ ~ Written Communications: Company Staff
|
424
|
~ ~ Written Communications: Specialist Company Staff
|
425
|
~ ~ Written Communications: Contractual
|
425
|
~ ~ Written Communications: Correspondence
|
426
|
~ ~ Verbal Contact: Company Level
|
426
|
~ ~ Verbal Contact: Branch/Outlet Level
|
427
|
~ ~ Verbal Contact: Company Managers
|
427
|
~ ~ Verbal Contact: Company Staff
|
428
|
~ ~ Verbal Contact: Specialist Company Staff
|
428
|
~ ~ Customer Handling: Company Level
|
429
|
~ ~ Customer Handling: Branch/Outlet Level
|
429
|
~ ~ Customer Handling: Company Managers
|
430
|
~ ~ Customer Handling: Company Staff
|
430
|
~ ~ Customer Handling: Specialist Company Staff
|
431
|
~ ~ Customer Complaint Handling: Company Level
|
431
|
~ ~ Customer Complaint Handling: Branch/Outlet Level
|
432
|
~ ~ Customer Complaint Handling: Company Managers
|
432
|
~ ~ Customer Complaint Handling: Company Staff
|
433
|
~ ~ Customer Complaint Handling: Specialist Company Staff
|
433
|
~ ~ Customer Problem Solving: Company Level
|
434
|
~ ~ Customer Problem Solving: Branch/Outlet Level
|
434
|
~ ~ Customer Problem Solving: Company Managers
|
435
|
~ ~ Customer Problem Solving: Company Staff
|
435
|
~ ~ Customer Problem Solving: Specialist Company Staff
|
436
|
~ ~ Customer Comprehension of Product: Company Level
|
436
|
~ ~ Customer Comprehension of Product: Branch/Outlet Level
|
437
|
~ ~ Staff Comprehension of Product: Company Managers
|
437
|
~ ~ Staff Comprehension of Product: Company Staff
|
438
|
~ ~ Staff Comprehension of Product: Specialist Company
Staff
|
438
|
~ ~ Customer Awareness of Product: Company Level
|
439
|
~ ~ Customer Awareness of Product: Branch/Outlet Level
|
439
|
~ ~ Staff Awareness of Product: Company Managers
|
440
|
~ ~ Staff Awareness of Product: Company Staff
|
440
|
~ ~ Staff Awareness of Product: Specialist Company Staff
|
441
|
~ ~ Customer Confidence in Product: Company Level
|
441
|
~ ~ Customer Confidence in Product: Branch/Outlet Level
|
442
|
~ ~ Staff Confidence in Product: Company Managers
|
442
|
~ ~ Staff Confidence in Product: Company Staff
|
443
|
~ ~ Staff Confidence in Product: Specialist Company Staff
|
443
|
~ ~ Customer Service: Company Level
|
444
|
~ ~ Customer Service: Branch/Outlet Level
|
444
|
~ ~ Customer Service: Company Managers
|
445
|
~ ~ Customer Service: Company Staff
|
445
|
~ ~ Customer Service: Specialist Company Staff
|
446
|
~ ~ Customer Service: Contracts & Documentation
|
446
|
~ ~ Initial Customer Response: Company Level
|
447
|
~ ~ Initial Customer Response: Branch/Outlet Level
|
447
|
~ ~ Initial Customer Response: Company Managers
|
448
|
~ ~ Initial Customer Response: Company Staff
|
448
|
~ ~ Initial Customer Response: Specialist Company Staff
|
449
|
~ ~ Information for Customers: Company Level
|
449
|
~ ~ Information for Customers: Branch/Outlet Level
|
450
|
~ ~ Information for Customers: Company Managers
|
450
|
~ ~ Information for Customers: Company Staff
|
451
|
~ ~ Information for Customers: Specialist Company Staff
|
451
|
~ ~ Promotional Activity: Company Level
|
452
|
~ ~ Promotional Activity: Branch/Outlet Level
|
452
|
~ ~ Advertising Posture: Company Level
|
453
|
~ ~ Advertising Posture: Branch/Outlet Level
|
453
|
~ ~ Contract Documentation: Company Level
|
454
|
~ ~ Contract Documentation: Branch/Outlet Level
|
454
|
~ ~ Credibility: Company Advertising
|
455
|
~ ~ Credibility: Company Contracts & Documentation
|
455
|
~ ~ Credibility: Specialist Company Staff
|
456
|
~ ~ Credibility: Company Staff
|
456
|
~ ~ Credibility: Company Managers
|
457
|
~ ~ Credibility: Branch/Outlet Level
|
|
|
459
|
VOLUME 4.5
|
459
|
NATIONAL END USERS PROFILES
|
460
|
~ NATIONAL END USERS PROFILES
|
462
|
~ NATIONAL END USERS PROFILE DEFINITIONS
|
462
|
~ ~ ~ SOCIAL CLASS DEFINITIONS
|
467
|
USER PROFILES
|
|
468
|
469
|
470
|
471
|
472
|
473
|
474
|
475
|
476
|
477
|
478
|
479
|
480
|
481
|