SMSA EXPRESS (Logistics Customers Satisfaction Survey 2015)

Retail Segment
Surveyor to fill below information from the customers list. Do not ask the respondent.
Serial Number:
Company name:
Respondents name:
Respondents
city/region:
Respondents
phone/mobile:
Last transaction month:
Time: From _____________ to ___________, Date: _____/_____/ 2015
Interview date & time:
Time: From _____________ to ___________, Date: _____/_____/ 2015
Back-check date &
Time:
NOTE TO SURVEYOR:
Please confirm that the respondents name is the same as mentioned in the list. If not, please apologize, close the call and dial
the next customer on the list. Continue only with the respondent whose name matches with the list.

Introduction: Assalam-o-Allaikum! My name is _________________. I am calling from Qyas, a marketing research

company in Saudi Arabia. We are currently conducting a survey regarding level of satisfaction or dissatisfaction of
customers on behalf of SMSA Express. I hope that you will spare 10 to 15 minutes of your precious time to let us know your
satisfaction levels with SMSA Express services that you recently used. We assure that your name and details will be kept
confidential and that all this information will not be used for any purposes other than research.

Respondents profile
Female [2]

Gender [do not ask]:

Male

[1]

Nationality:

Saudi [1]

Age:

. Years

Non-Saudi [2] (Specify nationality :)

Main Questionnaire
Q1 On a scale of 1 to 5 where 5 is Extremely satisfied, 4 is
Somewhat satisfied, 3 is Neither satisfied nor
dissatisfied, 2 is Somewhat dissatisfied and 1 is
Extremely dissatisfied, how would you rate your level of
overall satisfaction or dissatisfaction with SMSA Express?
Overall satisfaction with SMSA Express

Q2

Extremely
satisfied

Somewhat
satisfied

Neither satisfied
nor dissatisfied

Somewhat
Dissatisfied

Extremely
Dissatisfied

Now I will read out to you specific areas related to SMSA EXPRESS services and would like you to provide me with a rating
for your level of satisfaction with that specific service feature.
Please provide me with one score from 1 to 5 where 5 is Extremely satisfied, 4 is Somewhat satisfied, 3 is Neither
satisfied nor dissatisfied, 2 is Somewhat dissatisfied and 1 is Extremely dissatisfied.
In case you have not experienced a service feature or dont have an idea about it, please let me know so we dont assign any
satisfaction or dissatisfaction rating to such a feature.
Now I will start reading each service feature and would request you to tell me one rating for each, between 1 and 5. If you
want me to repeat the rating scale any time, please let me know.

Extremely
satisfied

A. Overall satisfaction at SMSA EXPRESS branch

Somewhat
satisfied

Not
Neither
Extre
applica
satisfied Somewhat mely
ble/
nor
Dissatisfied Dissat
Never
dissatisfied
isfied
Used

1. Ease of locating a branch

2. Convenience of parking lot near the branch
3. Waiting time in the queue at the branch
4. Time taken to process your query by the agent
5. Atmosphere of the branch including cleanliness, neatness and temperature
6. Friendliness, appearance and attitude of branch staff
7. Knowledge of services by branch staff
8. Convenience of branch working hours

B. Overall satisfaction with Service

9. Value for money

10. Actual time taken to deliver your domestic shipments
11. Actual time taken to deliver your international shipments
12. Parcels are delivered in correct quantities
13. Parcels are delivered in same quality without damages
14. Time taken to return any undelivered shipment
15. SMSA returns undelivered parcels in original form
16. Friendliness, appearance and attitude of courier
17. Uniform and badge of courier
18. Punctuality of the courier (pickup and delivery)
19. Knowledge of services by courier

C. Overall satisfaction with Customer Service

[SKIP SECTION IF 9 IS CODED AT OVERALL LEVEL]

20. Time taken to answer your call

21. Responsiveness of Call Centre staff
22. Friendliness, courtesy and attitude of Call Centre staff
23. Knowledge of services and shipping requirements
24. Shipment tracking through Customer Services agents
25. Efficiency and speed of claims processing and procedures
26. Ease of registering a complaint with Customer Service
27. Time taken for error rectifying
D. Overall satisfaction with SMSA Automation tools

28. Use of Mobile Application is effective and easy

29. Use of website and tracking through website is effective and easy

E. Overall satisfaction with Packing Materials

30.
31.
32.

Packing material fit your needs

Ease of placing supplies request and time taken to receive it

Ease of placing pre printed Airway Bills request and time taken to receive it

Customer loyalty
Q3 Will you consider SMSA Express your first choice for a courier service?
Yes [1]
No [2]
Always SMSA EXPRESS

[1]

There is a chance to try other courier companies

No [2]

Net promoter score

Q5 How willing would you be to recommend SMSA Express to your friends or family? Please answer on a scale of 0 to 10
where 0 is not willing at all to recommend and 10 is very much willing to recommend.
Not at all willing to recommend SMSA Express

Very much willing to recommend SMSA Express

Net promoter score - Reasons

Q6a. If the score is between 0 to 6, what makes
you to give such low score for SMSA (Kindly get
multiple reasons)

Q6b. If the score is between 7 to 8, what SMSA

should do so that customers like you give 9 to 10
scores for SMSA

Q6c. If the score is between 9 to 10, what makes

you to give such high score for SMSA

Q7

What would you like to see improving in SMSA EXPRESS?

THANK AND CLOSE

10