TABLE OF CONTENTS

Volume 4

The Survey Analysis of
the Target Company



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



80 counties around the world
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