1. Which of the following options do you consider the best approach in terms of consumers’ communications? a) Telephone 1 2 3 4 5 b) Email 1 2 3 4 5 c) Text message 1 2 3 4 5 d) Fax 1 2 3 4 5 e) Online live chat 1 2 3 4 5
2. Which areas would you like us to improve in terms of taking care of our customers? a) Communication channels 1 2 3 4 5 b) Dispatch arrangement 1 2 3 4 5 c) Personal account information 1 2 3 4 5
3. Are you pleased with your online experience with us? Yes No
4. Please specify the main reason(s) why online experience might be unpleasant: a) Our Site is not properly maintained 1 2 3 4 5 b) Our site is not up to your expectation 1 2 3 4 5 c) Too little product information 1 2 3 4 5 d) Lack of communication channels 1 2 3 4 5
5. Do you trust our site? Yes No
6. Please specify the main reason(s) why a site could be trusted: a) Good reputation 1 2 3 4 5 b) Clear instructions for all users 1 2 3 4 5 c) Clear product description 1 2 3 4 5 d) Picture images were shown 1 2 3 4 5 e) Effective communication channels 1 2 3 4 5
7. Please specify the main reason(s) why a site could not be trusted: a) Bad reputation 1 2 3 4 5 b) No clear instructions for all users 1 2 3 4 5 c) No clear product description 1 2 3 4 5 d) Picture quality is poor 1 2 3 4 5 e) Lack of communication channels 1 2 3 4 5
8. Would you regard uncertainty a big risk when surfing, shopping, exploring Internet? Yes No
9. If yes, in which way(s): a) Site is not trustworthy enough 1 2 3 4 5 b) Lack of seller information 1 2 3 4 5 c) Delivery date 1 2 3 4 5 d) If anything goes wrong, I don't know where to complain 1 2 3 4 5
10. Do you like our web presentation? Yes No
11. Please specify which field(s) our Web presentation might be lacking of: a) Users instruction 1 2 3 4 5 b) Product information 1 2 3 4 5 c) Communication channels 1 2 3 4 5 d) Site navigation 1 2 3 4 5
12. Is our site easy to use? Yes No
13. Please specify the main reason(s) why a site is difficult to use: a) Complex Instruction 1 2 3 4 5 b) Complex Design 1 2 3 4 5 c) Too much information 1 2 3 4 5 d) Lack of Searching Accuracy 1 2 3 4 5
14. Do you find our site attractive to users? Yes No
15. Please specify the main reason(s) why a site might be boring: a) The use of colouring/graphical design 1 2 3 4 5 b) The use of Language 1 2 3 4 5 c) Lack of Communication 1 2 3 4 5 d) Lack of Information 1 2 3 4 5
16. Any particular one of our web-presentation that you think we need to improve? a) Graphical Design 1 2 3 4 5 b) Information providing (organisation, product, communication channels) 1 2 3 4 5 c) Usage Instruction 1 2 3 4 5 d) Loading times 1 2 3 4 5
17. Would you visit us in the near future? Yes No
18. Please specify the main reason(s) you might not visit us again: a) Our price is not competitive 1 2 3 4 5 b) Our site is not trustworthy 1 2 3 4 5 c) Our site is too complex to operate 1 2 3 4 5
19. Are you a: New Customer Existing Customer
20. Your education status? Primary School GCSE & A-Level (High School) Undergraduate Postgraduate
21. Where are you from? Afganistan Albania Algeria American Samoa Andorra Angola Anguilla Antigua & Barbuda Argentina Armenia Aruba Australia Austria Azerbaijan Azores Bahamas Bahrain Bangladesh Barbados Belarus Belgium Belize Benin Bermuda Bhutan Bolivia Bonaire Bosnia & Herzegovina Botswana Brazil British Indian Ocean Ter Brunei Bulgaria Burkina Faso Burundi Cambodia Cameroon Canada Canary Islands Cape Verde Cayman Islands Central African Republic Chad Channel Islands Chile China Christmas Island Cocos Island Columbia Comoros Congo Cook Islands Costa Rica Cote DIvoire Croatia Cuba Curaco Cyprus Czech Republic Denmark Djibouti Dominica Dominican Republic East Timor Ecuador Egypt El Salvador Equatorial Guinea Eritrea Estonia Ethiopia Falkland Islands Faroe Islands Fiji Finland France French Guiana French Polynesia French Southern Ter Gabon Gambia Georgia Germany Ghana Gibraltar Great Britain Greece Greenland Grenada Guadeloupe Guam Guatemala Guinea Guyana Haiti Hawaii Honduras Hong Kong Hungary Iceland India Indonesia Iran Iraq Ireland Isle of Man Israel Italy Jamaica Japan Jordan Kazakhstan Kenya Kiribati Korea North Korea South Kuwait Kyrgyzstan Laos Latvia Lebanon Lesotho Liberia Libya Liechtenstein Lithuania Luxembourg Macau Macedonia Madagascar Malaysia Malawi Maldives Mali Malta Marshall Islands Martinique Mauritania Mauritius Mayotte Mexico Midway Islands Moldova Monaco Mongolia Montserrat Morocco Mozambique Myanmar Nambia Nauru Nepal Netherland Antilles Netherlands Nevis New Caledonia New Zealand Nicaragua Niger Nigeria Niue Norfolk Island Norway Oman Pakistan Palau Island Palestine Panama Papua New Guinea Paraguay Peru Phillipines Pitcairn Island Poland Portugal Puerto Rico Qatar Reunion Romania Russia Rwanda St Barthelemy St Eustatius St Helena St Kitts-Nevis St Lucia St Maarten St Pierre & Miquelon St Vincent & Grenadines Saipan Samoa Samoa American San Marino Sao Tome & Principe Saudi Arabia Senegal Seychelles Serbia & Montenegro Sierra Leone Singapore Slovakia Slovenia Solomon Islands Somalia South Africa Spain Sri Lanka Sudan Suriname Swaziland Sweden Switzerland Syria Tahiti Taiwan Tajikistan Tanzania Thailand Togo Tokelau Tonga Trinidad & Tobago Tunisia Turkey Turkmenistan Turks & Caicos Is Tuvalu Uganda Ukraine United Arab Erimates United KingdomUnited States of America Uraguay Uzbekistan Vanuatu Vatican City State Venezuela Vietnam Virgin Islands (Brit) Virgin Islands (USA) Wake Island Wallis & Futana Is Yemen Zaire Zambia Zimbabw
22. To whom can our site help? All people Some people Yourself only
23. Are you pleased with what we have done so far? Yes No
24. Should you have further comment, please write below:
25. Please provide your e-mail address:
