Brand Perception and Loyalty

Overall, how satisfied are you with our brand?

Choose one:

• Very satisfied
• Satisfied
• Neutral
• Dissatisfied
• Very dissatisfied

Which qualities come to mind when you think of our brand? Select all that apply.

Choose any that apply:

• Quality
• Innovation
• Customer service
• Value for money
• Trustworthiness

How would you rate our brand on each of these?

• Product quality
• Customer service
• Reputation
• Ease of buying

For each row: choose one:

• Poor
• Fair
• Good
• Very good
• Excellent

Have you ever had a problem with our brand or its products?

Choose one:

• Yes
• No

What was the problem?

Asked only when q_had_issues.outcome == 1

Open answer

When did you last buy something from us?

Choose one from a list:

• Within the last month
• 1-3 months ago
• 4-6 months ago
• More than 6 months ago
• I have never bought from this brand

Tell us about your latest experience with us.

Asked only when q_last_purchase.outcome is not None and q_last_purchase.outcome != 5

Open answer

Thinking of your last purchase, did each of these meet your expectations?

Asked only when q_last_purchase.outcome is not None and q_last_purchase.outcome != 5

• Finding the products I wanted
• Checkout
• Customer support
• Delivery time

For each row: choose one:

• Yes
• Uncertain
• No

How likely are you to suggest our brand to a friend or colleague?

A number from 0 to 10

Which other brands would you consider instead of ours? Select all that apply.

Choose any that apply:

• Competitor A
• Competitor B
• Competitor C
• Another brand
• None

Which other brand or brands?

Asked only when q_competitors_considered.outcome is not None and q_competitors_considered.outcome & 8 > 0

Open answer

Compared with other brands you know, how do we perform on each of these?

• Product quality
• Customer service
• Value for money
• Trust

For each row: choose one:

• Much worse
• Somewhat worse
• About the same
• Somewhat better
• Much better

Rank these factors by how much they matter when you pick a brand (1 = most important).

• Product quality
• Customer service
• Price
• Reputation
• Innovation

For each row: choose one from a list:

• 1
• 2
• 3
• 4
• 5

Which of these best describes how you buy from us?

Choose one:

• I buy from this brand regularly
• I buy from this brand now and then
• This is my first time buying from this brand
• I seldom buy from this brand

How much does a brand's social responsibility matter to you when you decide what to buy?

A number from 1 to 10