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| * Interviewer | | | | * Bayer Rep (ON SHEET) | | |
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Good Morning/ Afternoon, my name is ........ from Paterson Consulting. We are conducting a survey with Vets to benchmark Bayer Animal Health against competitors in Companion Animal marketing in a number of key areas.
We are not looking to sell you anything. Your responses will remain confidential and will be combined with those of other participants. The survey will take approximately 10 minutes and we are only after your honest opinions - there are no right or wrong answers.
Is this a convenient time to conduct the survey or would you prefer that I call back? |
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In the first section of the survey I am going to ask you to rate certain characteristics out of TEN.
Please rate each company on a scale of 1 to 10, where 1= Poor Performance, 3= Fair Performance, 5= Good Performance, 7= Very Good Performance and 10= Excellent Performance. (98= Don't Know or 99= Not Applicable) |
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Thinking about Overall Customer Service, can you please rate the following companies for...
'Telephone Manner of Customer Service Personnel'
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Thinking about Overall Customer Service, can you please rate the following companies for...
'Complaint Handling'
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Thinking about Overall Customer Service, can you please rate the following companies for...
'Prompt Response to Queries'
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Thinking about Overall Customer Service, can you please rate the following companies for...
'Communication of pricing/ Campaigns'
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| * Overall, which company do you rate the best on Customer Service? |
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| * Why do you feel they are the best? | | |
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Thinking about Overall Sales Representation, can you please rate the following companies for...
'Professional Manner'
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Thinking about Overall Sales Representation, can you please rate the following companies for...
'Technical Knowledge'
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Thinking about Overall Sales Representation, can you please rate the following companies for...
'Complaint Handling'
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Thinking about Overall Sales Representation, can you please rate the following companies for...
'Keeping promises regarding any activity'
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Thinking about Overall Sales Representation, can you please rate the following companies for...
'Prompt response to phone queries'
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Thinking about Overall Sales Representation, can you please rate the following companies for...
'Communication of pricing/campaigns'
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Thinking about Overall Sales Representation, can you please rate the following companies for...
'Regularity of Visits'
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Thinking about Overall Sales Representation, can you please rate the following companies for...
'Usefulness of Visits'
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Thinking about Overall Sales Representation, can you please rate the following companies for...
'Understanding the Market'
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Thinking about Overall Sales Representation, can you please rate the following companies for...
'Understanding your business'
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Thinking about Overall Sales Representation, can you please rate the following companies for...
'Adding value to your business'
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| * Overall which company do you rate the best on Sales Team Performance? |
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Thinking about the ability of manufacturers to continue to bring to market new and innovative products or formulations, how would you rate the following companies on..
'Product Innovation'
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* Which of the companies would you say is the best at Product Innovation?
(DO NOT ASK if there is a standout in rating questions, just tick) |
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| * Can you briefly state why you rate ........ as the company which is the best in product innovation? | | |
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Thinking of the capacity of companies to research, develop and support technically sound products of high quality, how would you rate these companies on.....
'Technical Soundness'
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* Which of the following companies would you say is the best in Technical Soundness?
(DO NOT ASK if there is one standout in rating question, just tick) |
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| * Can you briefly state why you rated ...... as the company which is the most technically sound? | | |
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Thinking of the marketing campaigns which companies provide to assist in sales of their products, how would you rate the following companies on their marketing with.....
'Point of sale material (Posters, displays)'
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Thinking of the marketing campaigns which companies provide to assist in sales of their products, how would you rate the following companies on their marketing with.....
'TV Advertising'
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Thinking of the marketing campaigns which companies provide to assist in sales of their products, how would you rate the following companies on their marketing with.....
'Print Advertising'
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Thinking of the marketing campaigns which companies provide to assist in sales of their products, how would you rate the following companies on their marketing with.....
'Communication of Campaigns'
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Thinking of the marketing campaigns which companies provide to assist in sales of their products, how would you rate the following companies on their marketing with.....
'Training of your staff'
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Thinking of the marketing campaigns which companies provide to assist in sales of their products, how would you rate the following companies on their marketing with.....
'Relevance of campaigns to the products and the market'
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Thinking of the marketing campaigns which companies provide to assist in sales of their products, how would you rate the following companies on their marketing with.....
'Innovation in marketing campaigns'
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Thinking of the marketing campaigns which companies provide to assist in sales of their products, how would you rate the following companies on their marketing with.....
'In store/ In clinic brochures/ literature'
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| * Overall which company do you rate the best on Marketing? |
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| Thinking of any additional support companies have provided to you, your staff, your practice and the veterinary profession. Please rate each type of support you've received or are aware of.
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| How would you rate the companies for the value of their additional support they have provided to you, your staff, your practice or the veterinary profession?
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* Which of the companies provides the most value in Additional Support?
(DO NOT ASK if there is one stand out in rating question, just tick) |
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Thinking of how companies interact with you and the market and considering all that we've discussed, on a scale of 1 to 10 where 10 is the greatest achievement over the past two years, houw would you rate the following companies in terms of......
'Improvement'
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* Which company do you feel has improved the most over the past two years?
(DO NOT ASK if there is one stand out in the rating question, just tick) |
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| * Why do you say that ..... has improved the most? | | |
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Thinking about the following companies as a whole, how would you rate your current relationship with them?
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* Which of the companies do you feel you have the best overall relationship with?
(DO NOT ASK if there is one stand out in the rating question, just tick) |
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| * Could you briefly state why you rated ...... as the company with which you have the best overall relationship? | | |
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| Are you aware of any of the following companies changing their distribution policy and supporting retail pet shops?
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On a scale of 1 to 10, how much impact did this have with you conducting business with these suppliers?
1= No impact, 3= Some impact, 5= Reasonable impact, 7= Large Impact, 10= Serious Impact.
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On a scale of 1 to 10, how much impact this had on the reputation of these suppliers?
1= Very Negative impact, 3= Some Negative impact, 5= Little impact, 7= Some Positive impact, 10= Serious Positive impact.
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On a scale of 1 to 10, how much impact this had on the service levels offered by this supplier?
1= Very Negative impact, 3= Some Negative impact, 5= Little impact, 7= Some Positive impact, 10= Serious Positive impact.
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| * Do you have any comments to make on this issue? | | |
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That is all the questions we have for you today. Thank you for taking the time to assist us with this research.
Enjoy the rest of your day!> |
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| * Vet Clinic | | | | * Town | | | | * Postcode | | |
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