REPORT 1 Appendix A Table of contents

Demographics ...25 Q1. How long has you worked in Dominos Pizza? That means your working experiences26 Q2. How do you evaluate the products of Domino's Pizza? Thereby, we want to know your objective evaluation about the current products26 Q2b. Which factor of product do Dominos Pizza need to improve?................................27 Q3. Which factor of customer service make customers satisfied most?........................................27 Q4. Have you ever make customers dissatisfied?..........................................................................27 Q4b. How do customers feel when you make customers dissatisfied?.............................28 Q5. Which days/time do customers usually come to Dominos Pizza? ...28 Q6. According to objective evaluation, what is the reason makes customers come to Dominos Pizza?.............................................................................................................................................29 Q6b.How do you evaluate promotions of Dominos Pizza?..............................................29 Q7. How long do customers stay in Dominos Pizza?...................................................................29 Q8.Who usually come to Dominos Pizza?...................................................................................30 Q9. Can you estimate how many customers come to Dominos Pizza per month?......................30

Demographic 1 Dominos personel & managers Job informations Workers Managers Base Gender Male Female Base Forms of work Part-time Full-time Base Age From 18 to 22 From 22 to 28 Base Fieldwork: Started:05-11-12 Finished:05-11-12 Sample:10 GPs N 9 1 10 N 5 5 10 N 7 3 10 N 6 4 10 %

Q1. How long has you worked in Dominos Pizza? That means your working experiences. Total Work Experience Less 3 months From 4 months to 6 months 1 year N 1 4 2 %

Over 1 year Base

3 10

T cu hi kho st ny tr i chi cn 9 mu kho st, v hy kt qu kho st 1 i tng ( Kinh nghim lm vic t hn 3 thng)

Q2. How do you evaluate the products of Domino's Pizza? Thereby, we want to know your objective evaluation about the current products. (T phn ny tr i i tnh % trn 9 i tng Good Pizzas Quality Model Smell Taste Topping Kinds 6 8 8 7 3 cn li ri in vo bng cho khoa nh N % 2 1 1 2 5 N Normal % 1 0 0 0 1 Need to improve N % Base N 9 9 9 9 9

Q2b. Which factor of product do Dominos Pizza need to improve? Comments The factors of products to improve. Q2a 1. Need to vary products, especially in sauces. (Kinds) 2. Standard of products is not refined & eye catching. (Model) Q3.Which factor of customer service make customers satisfied most? (Ch c chn ti a 3 la chn ) (Nhng con s trong bng nh gi quy v % ht. V d cu taking order c s 4, tc l c 4 trn 9 la chn taking order, t quy ra % ) Total N Taking order Welcome Making pizza Delivery Sanitation Others 4 4 8 9 4 0 Base 9 9 9 9 9 9 % % % % % % %

Q4. Have you ever make customers dissatisfied? (Ch c chn ti a 3 la chn ) Yes N Delivery lately Make customer wait a long time Take a wrong order Allways good 9 9 7 1 % No N 0 0 2 0 % Base N 9 9 9 9

Q4b. How do customers feel when you make customers dissatisfied?

Total N Formal Sympathize Uncomfortable Annoyed Base 1 6 2 0 9 %

Q5. Which days/time do customers usually come to Dominos Pizza? 10:00am 2:00pm N Th 2 (Monday) Th 3 (Tuesday) 2 9 % 0 6 1 2 0 1 2 2:00pm 6:00pm N % 6:00pm 10:00pm N 3 9 4 4 4 7 7 %

Th 4 (Wednesday) 2 Th 5 (Thursday) Th 6 (Friday) Th 7 (Saturday) Ch Nht (Sunday) 3 2 4 3

Q6. According to objective evaluation, what is the reason makes customers come to Dominos Pizza? (Ch c chn ti a 3 la chn ) Total N Promotion Holiday Center Area Tourist Others 9 4 3 1 0 Base 9 9 9 9 9 %

Q6a. How do you evaluate promotions of Dominos Pizza? Good, various, attractive, not enough to competition, less promotion for customers Q7. How long do customers stay in Dominos Pizza? Total N Less 15 minutes 15 minutes 30 minutes 30 minutes 60 minutes Over 1 hour Base 0 5 3 1 9 %

Q8. Who usually come to Dominos Pizza? Mt mnh (Alone) N % Nhm (Groups) N % Base N

Nhn vin vn phng (Officers) Ngi ni ting (Celebrities) Du khch (Tourists) Hc sinh sinh vin (Students) Khc (Others)

0 2 1 0 0

4 4 4 8 0

9 9 9 9 9

Q9. Can you estimate how many customers come to Dominos Pizza per days? Comments Dominos Customers. Q9 1. More than 50 people per days 2. About 100 people per days 3. More than 250 people per days 4. Difficult to define the number of customers per days

REPORT 2 Appendix B Table of contents

Demographics32 How often do you enjoy products of Dominos Pizza? Screening 1: Q1. How do you know about Dominos Pizza? Q2. Are you satisfied with products of Dominos Pizza? Q3. Which products of Dominos Pizza did you choose to enjoy? Q3b. What is the most impressive in Pizzas products of Dominos Pizza ? Q4.Are you satisfied with service in Dominos Pizza District 1? Screening 2: Q5. How do you evaluate the products of Domino's Pizza? Thereby, we want to know your objective evaluation about the current products. Q5b. Which factor of product do Dominos Pizza need to improve? Q6. What kind of products do you usually enjoy in Dominos Pizza? Q7. Which factor of service do you evaluate highly in Dominos Pizza? Q8. How do you know about promotion information of Dominos Pizza? Q9. Who do you usually come with? Q9b. How do you feel about the space of Dominos Pizza? Q10. What makes you come to Dominos Pizza Dist 1? Q11. Which days/time do you usually come to Dominos Pizza? Q12. What do you want in Dominos Pizza in future? Q13. In your opinion, what do Dominos Pizza have to improve in order to satisfy customers need?

Demographic 2 Customers Job informations University Students Highschool students Office Workers Tourists No work Base Gender Male Female Base Age From 15 to 18 From 19 to 24 From 24 to 35 Above 35 Base Geography Gn tr s lm vic Gn nh Khch qua ng Base N 22 13 8 4 3 50 N 13 37 50 N 13 22 9 6 50 N 14 7 29 50 %

( Ni lm vic v a ch khch hng c a v xc nh khong cch khch hng i vi Domino ) (Dch) Fieldwork: Started:05-11-12 Finished:11-11-12 Sample:50 GPs

Q1. How often do you enjoy products of Dominos Pizza? Total N The 1st time 2-3 times Over 3 times Loyal customers Base 12 26 8 4 50 %

T kho st ny tr i ch c 38 mu kho st cho screening 1 i vi khch hng mi dng Pizza ti Domino v 12 mu kho st cho creening 2 i vi khch hng quen vi Pizza ti Domino. (Dch) Screening 1: (phn ny tnh phn trm trn 30 ngi) Q1. How do you know about Dominos Pizza? (Ch c chn ti a 3 la chn ) Total Q1 Friendship Relationship Social Network Media Website Newspapers/Magazines Other factors N 34 15 8 3 5 1 Base 38 38 38 38 38 38 %

Q2. Are you satisfied with products of Dominos Pizza?

Very Satisfied Satisfied Dissatisfied Very Dissatisfied Base

N 9 29 0 0 38

Total %

Q3. Which products of Dominos Pizza did you choose to enjoy? (Ch c chn ti a 3 la chn ) Total N Pizza Meal Deal Side Dishes Dessert Beverages 33 16 20 12 28 Base 38 38 38 38 38 %

Q3b. What is the most impressive in Pizzas products of Dominos Pizza ? Total N Crust Cheese Sauces Topping Kinds Base 2 5 9 17 0 33 %

Q4. Are you satisfied with service in Dominos Pizza District 1? Hi lng(Satisfied) Khng hi lng(Dissatisfied) Base

N Phong cch phc v (Service Style) Tnh chuyn nghip (Professional) Khng gian (Space) Giao hng tn ni (Delivery) V sinh (Sanitation) 26 29 35 38 37

N 12 9 3 0 1

N 38 38 38 38 38

Screening 2: (phn ny tnh % trn 12 ngi) Q5. How do you evaluate the products of Domino's Pizza? Thereby, we want to know your objective evaluation about the current products. Tt(Good) N Kiu dng (Model) Mi (Smell) V (Taste) Nhn (Topping) Chng loi (Kinds) Gi c (Price) 2 7 9 12 0 1 % Tng i(Normal) N 10 5 3 0 11 11 % Cn ci thin(Need to improve) N 0 0 0 0 1 0 % Base N 12 12 12 12 12 12

Q5b. Which factor of product do Dominos Pizza need to improve? Comments Improve Products. Q5b 1. The kinds of pizza should be various to choose (Kinds) 2. Tastes and sauces should be increased in kinds (Taste)

Q6. What kind of products do you usually enjoy in Dominos Pizza? (Cu ny yn cho Khoa) PIZZA Loi v bnh (Crusts) V bnh dy Kch c bnh (Sizes) Loi bnh va (Medium 9) Loi bnh ln (Large 12)

Seafood delight Extravaganzza Meat lovers Pepperoni feast Super supreme Hawaiian Veggie mania Margarita

(Classic Hand Tossed) 5

V bnh Loi bnh mng nh (Crunchy (Personal Thin 7) Crust) 1, 2,3,4 3

1,2,4,5

PHN N Bnh m b ti (Garlic Breadsticks) PH (SIDE DISHES) Bnh m ph mai (Cheesy Bread) Bnh Calzone (Calzone) Khoai ty mt ci (Smiley Fries) Xc xch nng (Pork Sausages ) Cnh g nng (Chicken Wings) G tm bt nng (Chicken Kickers) TRNG Bnh s c la (Chocolate Lava Cake) MING (DESSERT) THC Drinks UNG (BEVERAGE)

3,5 1,2

1,2 1,2

2,3,4,5

Q7. Which factor of service do you evaluate highly in Dominos Pizza? (Ch c chn ti a 2 la chn )

Total N On time Professional Friendly Enthusiastic Sanitation 8 7 9 7 5 Base 12 12 12 12 12 %

Q8. How do you know about promotion information of Dominos Pizza? (Ch c chn ti a 3 la chn ) Total N Dominos Website Social Network Brochure Shopping online Website Friendship Communication Channels Other factors 0 3 5 0 9 1 0 Base 12 12 12 12 12 12 12 %

Q9. Who do you usually come with? Total N %

Friends Family Colleagues Business Partners Alone Base

8 3

0 1 12

Q9b. How do you feel about the space of Dominos Pizza? Comments Improve Products. Q5b 1. A little bit of narrowness 2. Its ok for space 3. Well-aired, clear & have space to look outside 4. Luxurious, pretty

Q10. What makes you come to Dominos Pizza Dist 1? Total N Meeting friends Resting Enjoying Pizza Relax with family Unknow Base 3 1 8 0 0 12 %

Q11. Which days/time do you usually come to Dominos Pizza? 10:00am 2:00pm N % 2:00pm 6:00pm N % 6:00pm 10:00pm N %

Th 2 (Monday) Th 3 (Tuesday) Th 4 (Wednesday) Th 5 (Thursday) Th 6 (Friday) Th 7 (Saturday) Ch Nht (Sunday)

0 1 1 0 3 7 2

0 1 0 0 2 5 0

1 9 1 1 0 12 8

Q12. What do you want inn Dominos Pizza in future? Total N Open more stores Have more diversified products Offer Member card Have more promotion Base 2 2 2 4 12 %

Q13. In your opinion, what do Dominos Pizza have to improve in order to satisfy customers need? Comments Improve Products. Q5b 1. Have no idea 2. Expand to the inside space 3. Develop workers awareness 4. No need to change