MKT-445 TopicData Collection Techniques for Michael Kors Customer Experience Survey Design

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Grand Canyon University *

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Jan 9, 2024

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1 Data Collection Techniques for Michael Kors’ Customer Experience Survey Design Colangelo College of Business, Grand Canyon University MKT 445: Marketing Research and Reporting Dr. Ernie Rahn November 25, 2023
2 Data Collection Techniques for Michael Kors’ Customer Experience Survey Design In the realm of market research, the method of collecting data is just as crucial as the content of the survey itself. In market research, relying on data as the foundational element is the norm. ( 20 most common market research survey types, 2023) With the aim of enhancing customer engagement and tailoring marketing strategies for Michael Kors’, a well-structured survey has been developed. However, the success of this research heavily relies on the effectiveness of the data collection protocol. This protocol not only defines how the survey will be administered and collected from the sample but also plays a pivotal role in ensuring that the data gathered aligns with the established research objectives. The Michael Kors’ Customer Experience Survey, consisting of meticulously designed questions, seeks to delve into the diverse perceptions, attitudes, and behaviors of the brand's customer base. The approach to administering this survey is tailored to capture a wide range of responses, ensuring comprehensive data collection that is both efficient and relevant to the company's strategic needs. The subsequent sections detail the administration protocol, its rationale, the specific survey questions chosen, and the data collection methods for each question, offering a holistic view of the process designed to generate actionable insights for Michael Kors’. Detailed Survey Administration Protocol for Micheal Kors’ Customer Experience Survey The survey administration protocol for the Michael Kors' Customer Experience Survey is designed to ensure a comprehensive and efficient collection of data. The success of a survey is strongly influenced by the way in which it is administered. (Clayton, 2021) This detailed protocol includes several key components. A digital survey platform like SurveyMonkey or
3 Google Forms will be used, selected for its user-friendliness, customization options, and robust data analysis capabilities. Platform Selection, Survey Distribution and Monitoring and Managing Responses The survey will target existing Michael Kors customers and potential customers who show interest in similar brands. A tailored email campaign will be launched, sending personalized invitations to complete the survey to the Michael Kors email subscriber list. The survey will be promoted on Michael Kors' social media channels and website, using engaging posts and banners to encourage participation. To boost response rates, participants will be offered incentives such as discounts or entry into a prize draw. Reminder emails and social media posts will be scheduled at strategic intervals to encourage participation from those who have not yet completed the survey. The survey platform will allow for the monitoring of response rates and completion times in real-time, enabling adjustments to the campaign if necessary. Regular checks will be conducted to ensure data integrity, including the identification of incomplete responses or potential data entry errors. Closing and Data Extraction, Privacy and Confidentiality and Post Survey Follow Up The survey will remain open for a predetermined period, usually 2-4 weeks, to allow sufficient time for data collection. At the end of the survey period, data will be extracted from the platform and prepared for analysis. This will involve organizing the data and ensuring it is in a format suitable for statistical analysis. The survey will be conducted in compliance with data privacy laws, ensuring the protection of respondent information. Participants will be assured that their responses are confidential and will be used solely for research purposes.
4 Upon completion, participants will receive a thank you message, enhancing brand engagement and customer experience. Results and key findings from the survey may be shared with participants, demonstrating the value of their input and fostering ongoing engagement. Through this detailed and carefully structured protocol, the Michael Kors' Customer Experience Survey aims to collect high-quality data efficiently and effectively, providing valuable insights to inform the brand's marketing strategies and customer experience improvements. Supporting Objectives for Michael Kors’ Customer Experience Survey The Michael Kors Customer Experience Survey is designed with specific supporting objectives in mind, each aiming to deepen the understanding of various aspects of customer interaction with the brand. These objectives are crucial for developing effective marketing strategies and enhancing customer satisfaction. Each of these objectives plays a pivotal role in painting a comprehensive picture of the customer base’s interaction with the Michael Kors’ brand. The insights gained from these objectives will be instrumental in shaping targeted marketing initiatives and enhancing the overall customer experience. Evaluate the level of awareness among customers about Michael Kors’ products. Raising brand visibility is crucial for acquiring new customers. (Higa, 2022) Our objectives include understanding the depth of knowledge customers have regarding the range and types of products offered. Measure satisfaction concerning the quality of Michael Kors’ products. Assess satisfaction with the customer service experience. Determine the frequency of purchases made by customers. Understand the factors influencing purchasing decisions, such as brand reputation and value for money. Evaluate the likelihood of customers recommending Michael Kors' to friends and
5 family. Understand the role of brand reputation in fostering customer loyalty. Categorize the customer base according to age, income, and gender. Analyze how demographic factors influence perceptions and behaviors towards Michael Kors'. Evaluate the likelihood of customers recommending Michael Kors' to friends and family. Understand the role of brand reputation in fostering customer loyalty. Categorize the customer base according to age, income, and gender. Analyze how demographic factors influence perceptions and behaviors towards Michael Kors'. Survey Questions The survey includes ten questions, with the first three being demographic (age, income, gender) and the remaining seven employing Likert and Rating scales. In market research, a common guideline is to begin with broader questions and gradually move towards more detailed ones. ( How to write market research questions for humans, 2023) These questions were chosen to gain insights into the customers' demographics, attitudes, behaviors, and perceptions regarding Michael Kors. They remain unchanged from the previous assignment as they comprehensively cover the necessary aspects to meet the research objectives. Collection Methods Surveys, interviews, focus groups, and customer observation are four widely used methods in market research. (Grenier, 2023) Each question in the survey will be analyzed statistically. Demographic Questions (1-3): The data will be used for segmentation and correlation analysis, understanding how different demographic groups interact with the brand. Questions 4-10 (Likert and Rating Scales): These responses will be quantitatively analyzed. Likert scale responses will be used to measure attitudes and perceptions, while rating scale
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