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Questionaire 1: Customer loyalty

Dear Customers!

The following questions ask about your opinion toward some aspects of my company. Remember there is no right or wrong
answer; just answer as accurately as possible. We would be grateful if you could answer these questions to help us in
enhancing our operation.

INTRUCTION

Please, use a cross (X) onto Grey Checkbox to indicate your chosen option.

Type of organization

Non-profit organizations 1
For-profit companies 2
Please use a measurement scale from 0 to 10 (totally disagree to fully agree) to answer the following questions:
Quality (QUALI)
[This company] offers reliable, high-quality product 0 1 2 3 4 5 6 7 8 9 10
[This company] offers good after-sales service 0 1 2 3 4 5 6 7 8 9 10
Corporate Social Responsibility (COSOR)
[This company] sponsors community events and programs 0 1 2 3 4 5 6 7 8 9 10
[This company] minimizes the impact to the environment 0 1 2 3 4 5 6 7 8 9 10
Financial Performance (FINAN)
[This company] delivers strong financial results. 0 1 2 3 4 5 6 7 8 9 10
[This company] delivers above-market-average share price
0 1 2 3 4 5 6 7 8 9 10
performance
[This company] has a comfortable cash position. 0 1 2 3 4 5 6 7 8 9 10
Governance (GOVER)
[This company] behaves ethically and is open and
0 1 2 3 4 5 6 7 8 9 10
transparent in its business dealings.
[This company] has good internal control. 0 1 2 3 4 5 6 7 8 9 10
[This company] maintains full compliance in its financial
0 1 2 3 4 5 6 7 8 9 10
disclosures and reports.
Leadership (LEADR)
[This company] has a strong, visible leader. 0 1 2 3 4 5 6 7 8 9 10
[This company] is managed effectively. 0 1 2 3 4 5 6 7 8 9 10
The senior management is well known for its good
0 1 2 3 4 5 6 7 8 9 10
relationship with its employees.
Pricing (PRICE)
The price is reasonable 0 1 2 3 4 5 6 7 8 9 10
The total cost of ownership reasonable. 0 1 2 3 4 5 6 7 8 9 10
Customer Satisfaction (SATIS) 0 1 2 3 4 5 6 7 8 9 10
Overall, I am satisfied with the product and service provided
0 1 2 3 4 5 6 7 8 9 10
by [this company]
Customer Loyalty (LOYAL)
I would recommend [this company] to other business
0 1 2 3 4 5 6 7 8 9 10
partners.
If I had to select again, I would choose [this company] as my
0 1 2 3 4 5 6 7 8 9 10
photocopier supplier.
I will remain a customer of [this company] in the future. 0 1 2 3 4 5 6 7 8 9 10

THE END

Thank you so much for your help!