Cuestionario Para Determinar Clientes Detractores (Ingles)

FINAL DEFECTOR SURVEY

|Interviewer’s I.D. [pic][pic][pic][pic] Questionnaire No. [pic][pic][pic] |
| |
|DATE;______________|
|INTERVIEWER NAME:__________________________________ |
|Time Interview Started:_________ Time Interview Ended:___________ |

TARGET 400 COMPLETED SURVEYS
US 240 completesLAM/CAM 160 completes
-RANDOMLY GENERATE NAME TO CALL FROM TACA’S DISTANCIA DATABASE (FREQUENT FLIER PROGRAM)

SCREENER

[INT: READ IF ASKED NATURE OF CALL]: Good morning/afternoon/evening, may I please speak to [DP: INSERT NAME OF THE RESPONDENT FROM THE SAMPLE]?

S1. Hello, my name is _______________ from Strategy Research Corporation, an independent market research company calling onbehalf of GRUPO TACA. GRUPO TACA is conducting a survey with 400 customers so that it can improve its products and services. This is not a sales call. Should you qualify for the survey and agree to complete it, you will be entered into a sweepstakes to win 2-business class seats to anywhere GRUPO TACA flies. A total of 10 prizes will be awarded. You will also receive 2,500 DISTANCIA frequent flierpoints. [PROGRAMMER/INTERVIEWER NOTE: IF ASKED, SAY SURVEY IS 15 MINUTES]

Are you be willing to answer several questions to see if you qualify for the survey?

Yes 1 CONTINUE S2
No, but want to reschedule 2 RESCHEDULE
No, do not want to participate 3 TERMINATE

[INT: IF RESPONDENT IS NOT IN, ASK:] When is a good time to call back and speak to [DP:INSERT RESPONDENTS NAME]?
CALL BACK DATE:
CALL BACK TIME:

S2. Do you or anyone in your household work in any of these industries/occupations? (INT. READ LIST)

|Airline or Airport |( |TERMINATE |
|Journalist |(|TERMINATE |
|None of these |( |CONTINUE |

S3. You have been chosen to participate in this survey because TACA databases indicate you flew less with GRUPO TACA in 2001 versus 2000 or you stopped flying GRUPO TACA altogether. Is this correct?”

Yes 1 GO TO S4No 2 THANK & TERMINATE

S4. Please tell me which one of the following reasons explains why you flew less with GRUPO TACA in 2001 or you stopped flying GRUPO TACA altogether? [PROGRAMMER AND INTERVIEWER: READ LIST. ACCEPT ONLY ONE RESPONSE]

A. You flew another airline or airlines more (CONTINUE)
B. You did not fly another airline more, and overall, you flew less(TERMINATE)
C. Other (SPECIFY) (TERMINATE)
D. Refuse/Don’t Know (TERMINATE)

S5. You agreed that you flew less or stopped flying with GRUPO TACA in 2001 compared with 2000. Of the following statements which one will you consider the main reason for this? Did you travel GRUPO TACA less or you stopped flying GRUPO TACA because: [PROGRAMMER AND INTERVIEWER: READ AND ACCEPT ONE ANSWERONLY]

A. you were less than satisfied in some way with GRUPO TACA (GO TO Q1
B. GRUPO TACA did not offer what you needed in some way (GO TO Q1
C. “your company” made a deal with another airline(GO TO S6
D. “your travel agent” recommended another airline(GO TO S6
E. You or your company/clients move to another city or country (TERMINATE
F....