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Market Research: Measuring Customer Experience at Apple

This survey is based on collecting information about Apple's customers experience in-store. It will take only 5-10 minutes to complete this survey.

* Required question to answer

Thank you for taking your time to complete this survey. 

By participating in this survey, I, the respondent explicitly consent the obtaining, hold, and use of the information provided.  The information provided will be coded and rendered anonymous as far as it is possible and consistent with the needs of the study, and as early as possible in the data processing. The respondent can withdraw consent to participate at any time without penalty. This study is being conducted by a student of Brunel University London to explore and quantify your experiences with a certain service provider. The student received ethical approval for the project. For any questions, please contact Jessica (1407201@my.brunel.ac.uk)
1.  Have you purchased in-store at Apple before? *This question is required.
YesNo
2.  Are you male or female? *This question is required.
MaleFemale
Please rate your customer experience starting from 1= Strongly Disagree and 7=Strongly Agree or Not Applicable/Do not know
3.  Brand Experience
      Apple has a good reputation. *This question is required.
1-Strongly Disagree234567-Strongly AgreeNot applicable/Do not know
4.  I am confident in Apple’s expertise. *This question is required.
1-Strongly Disagree234567-Strongly AgreeNot applicable/Do not know
5.  Apple gives independent advice (on which product/service will best suit my needs). *This question is required.
1-Strongly Disagree234567-Strongly AgreeNot applicable/Do not know
6.  I choose Apple not because of the price alone. *This question is required.
1-Strongly Disagree234567-Strongly AgreeNot applicable/Do not know
7.  The people who work at Apple represent the Apple brand well. *This question is required.
1-Strongly Disagree234567-Strongly AgreeNot applicable/Do not know
8.  Apple’s offering have the best quality. *This question is required.
1-Strongly Disagree234567-Strongly AgreeNot applicable/Do not know
9.  Apple’s offerings are superior. *This question is required.
1-Strongly Disagree234567-Strongly AgreeNot applicable/Do not know
10.  Service (firm) experience 
        Apple advised me throughout the process. *This question is required.
1-Strongly Disagree234567-Strongly AgreeNot applicable/Do not know
11.  Dealing with Apple is easy. *This question is required.
1-Strongly Disagree234567-Strongly AgreeNot applicable/Do not know
12.  Apple keeps me informed. *This question is required.
1-Strongly Disagree234567-Strongly AgreeNot applicable/Do not know
13.  Apple demonstrates flexibility in dealing with me. *This question is required.
1-Strongly Disagree234567-Strongly AgreeNot applicable/Do not know
14.  At Apple I always deal with the same forms and/or same people. *This question is required.
1-Strongly Disagree234567-Strongly AgreeNot applicable/Do not know
15.  Apple’s personnel relates to my wishes and concerns. *This question is required.
1-Strongly Disagree234567-Strongly AgreeNot applicable/Do not know
16.  The people I am dealing with at Apple have good people skills. *This question is required.
1-Strongly Disagree234567-Strongly AgreeNot applicable/Do not know
17.  Apple delivers a good customer service. *This question is required.
1-Strongly Disagree234567-Strongly AgreeNot applicable/Do not know
18.  I have built a personal relationship with the people at Apple. *This question is required.
1-Strongly Disagree234567-Strongly AgreeNot applicable/Do not know
19.  Apple’s facilities are better designed to fulfill my needs than their competitors. *This question is required.
1-Strongly Disagree234567-Strongly AgreeNot applicable/Do not know
20.  Apple’s (online and/or offline) facilities are designed to be as efficient as possible for me. *This question is required.
1-Strongly Disagree234567-Strongly AgreeNot applicable/Do not know
21. Post-purchase/Consumption Experience
        I stay with Apple because they know me. *This question is required.
1-Strongly Disagree234567-Strongly AgreeNot applicable/Do not know
22.  Apple knows exactly what I want. *This question is required.
1-Strongly Disagree234567-Strongly AgreeNot applicable/Do not know
23.  Apple keeps me up-to-date. *This question is required.
1-Strongly Disagree234567-Strongly AgreeNot applicable/Do not know
24.  Apple will look after me for a long-time. *This question is required.
1-Strongly Disagree234567-Strongly AgreeNot applicable/Do not know
25.  Apple deal(t) will with me when things go (went) wrong. *This question is required.
1-Strongly Disagree234567-Strongly AgreeNot applicable/Do not know
26.  I am happy with Apple as my (service firm). *This question is required.
1-Strongly Disagree234567-Strongly AgreeNot applicable/Do not know
27.  Being a client at/customer of Apple gives me social approval. *This question is required.
1-Strongly Disagree234567-Strongly AgreeNot applicable/Do not know
28. Customer Satisfaction (Dagger et al. 2007)
        My feelings towards Apple are very positive. *This question is required.
1-Strongly Disagree234567-Strongly AgreeNot applicable/Do not know
29.  I feel good about coming to Apple for the offerings I am looking for. *This question is required.
1-Strongly Disagree234567-Strongly AgreeNot applicable/Do not know
30.  Overall I am satisfied with Apple and the service they provide. *This question is required.
1-Strongly Disagree234567-Strongly AgreeNot applicable/Do not know
31.  I feel satisfied that Apple produce the best results that can be achieved for me. *This question is required.
1-Strongly Disagree234567-Strongly AgreeNot applicable/Do not know
32.  The extent to which Apple has produced the best possible outcome for me satisfying. *This question is required.
1-Strongly Disagree234567-Strongly AgreeNot applicable/Do not know
Please rate your customer experience starting from 1= Never and 7=Frequently or Not Applicable/Do not know

How likely are you to....
33. Word-of-mouth behaviour (Brown et al. 2005)
        Mentioned to others that you do business with Apple. *This question is required.
1-Never234567-FrequentlyNot applicable/Do not know
34.  Made sure that others know that you do business with Apple. *This question is required.
1-Never234567-FrequentlyNot applicable/Do not know
35.  Spoke positively about Apple employee(s) to others.  *This question is required.
1-Never234567-FrequentlyNot applicable/Do not know
36.  Recommended Apple to family members. *This question is required.
1-Never234567-FrequentlyNot applicable/Do not know
37.  Spoke positively of Apple to others. *This question is required.
1-Never234567-FrequentlyNot applicable/Do not know
38.  Recommended Apple to acquaintances. *This question is required.
1-Never234567-FrequentlyNot applicable/Do not know
39.  Recommended Apple to close personal friends.  *This question is required.
1-Never234567-FrequentlyNot applicable/Do not know
0%
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