1.

Nike offer products and services suited to my needs and expectations

relevant
product
and Column
services Labels
Row Disagree Neutral Strongly Strongly Grand
Labels Agree (4) (2) (3) Agree (5) Disagree (1) (blank) Total
20-29 51 2 19 7 1 80
30-39 4 3 3 2 12
50-59 1 1 2
Below 20 6 6
(blank)
Grand
Total 62 5 23 9 1 100

45
40
35
30
25 Agree (4)
Disagree (2)
20
Neutral (3)
15 (blank)

10
5
0
20-29 30-39 50-59 Below 20 (blank)

In this question we have asked our respondent if they are satisfied by the product and services
offered by Nike and the result helped us to know that more that majority of our respondents
from the age group of 20-29 are agreed and happy by the products and services offered by
Nike. So we can say that the services provided by the Nike (for both online and offline
platform) are up to the mark.
 2. The brand undertake inititatives to interact with customers, even when there
is no buying involved(Nike plus)

Brand
communicatio
n Column Labels
Disagree Neutral Strongly Agree (blank Grand
Row Labels Agree (4) (2) (3) (5) ) Total
20-29 40 3 32 5 80
30-39 4 5 2 1 12
50-59 2 2
Below 20 5 1 6
(blank)
Grand Total 49 8 37 6 100

40

35

30

25 Agree (4)
Disagree (2)
20
Neutral (3)
15 Strongly Agree (5)
(blank)
10

0
20-29 30-39 50-59 Below 20 (blank)

In this question we have asked our respondent if they get involved about Nike products and
services even when they are not buying any specific product from Nike and the result helped
us to know that majority of our respondents from the age group of 20-29 are not agreed to
interact when they actually are not purchasing anything from Nike. So we can say that the
brand’s undertake to involve the customers through various initiatives are not successful at
all.
 3. The brand is successful in delivering hyper-personalized products and
services through initiatives like Nike by you

personalised
product and
services Column Labels
Disagree Neutral Strongly Agree (blank Grand
Row Labels Agree (4) (2) (3) (5) ) Total
20-29 33 3 34 10 80
30-39 2 4 3 3 12
50-59 2 2
Below 20 3 3 6
(blank)
Grand Total 38 7 42 13 100

40

35

30

25 Agree (4)
Disagree (2)
20
Neutral (3)
15 Strongly Agree (5)
(blank)
10

0
20-29 30-39 50-59 Below 20 (blank)

In this question, we wanted to know if the brand is successful in delivering the personalised
product and services through their various initiatives. Here we can see that majority of our
respondents from the age group of 20-29 are not really using their initiatives to personalised
the products only some of the respondents are using these services so it may take time to
success these initiatives of the Nike Brand.
 4. The brand offers relevant recommendations

Relevant
recommendati Column
on Labels
Disagre Neutr Strongly Strongly (blank Grand
Row Labels Agree (4) e (2) al (3) Agree (5) Disagree (1) ) Total
20-29 38 2 28 11 1 80
30-39 4 4 3 1 12
50-59 2 2
Below 20 5 1 6
(blank)
Grand Total 47 6 33 13 1 100

40

35

30

25 Agree (4)
Disagree (2)
20
Neutral (3)
15 Strongly Agree (5)
(blank)
10

0
20-29 30-39 50-59 Below 20 (blank)

In this question, we just wanted to know if Nike offers relevant recommendations to its
customers or not. But here we got that same majority of the respondents from the age group
of 20-29 are agreed and the same majority of the respondents are not agreed too. So we can
say that Nike’s recommendations are not upto the mark.
 5. My interactions with the customer service personnel of the brand have been
pleasant and successful

prompt
customer Column
service Labels
Row Disagre Neutra Strongly Strongly (blank Grand
Labels Agree (4) e (2) l (3) Agree (5) Disagree (1) ) Total
20-29 43 1 29 5 2 80
30-39 5 2 4 1 12
50-59 1 1 2
Below 20 5 1 6
(blank)
Grand
Total 54 3 35 6 2 100

40

35

30

25 Agree (4)
Disagree (2)
20
Neutral (3)
15 Strongly Agree (5)
(blank)
10

0
20-29 30-39 50-59 Below 20 (blank)

In this question we just wanted to know how the customer service interaction of Nike is. So
we got to know that majority of the respondents are happy with the customer services
provided by Nike which are from the age group of 20-29. So we can say that Nike’s customer
service is pleasant and successful.
 6. I am greeted welcomingly and offered ready assistance by staff during store
visits

welcoming Column
staff Labels
Row Disagree Neutral Strongly Agree Strongly Grand
Labels Agree (4) (2) (3) (5) Disagree (1) (blank) Total
20-29 42 1 25 10 2 80
30-39 4 2 4 2 12
50-59 2 2
Below 20 4 2 6
(blank)
Grand
Total 52 3 31 12 2 100

40

35

30

25 Agree (4)
Disagree (2)
20
Neutral (3)
15 Strongly Agree (5)
(blank)
10

0
20-29 30-39 50-59 Below 20 (blank)

In this question we just wanted to know if the customers are welcomed or not by the sales
assistance to help shopping them when they entered the Nike retail store. So we got to know
that majority of the respondents are welcomed during the store visit. Hence Nike’s customer
handling strategy of the retail store is very pleasant.
 7. My interactions with sales personnel in the store have been positive

knowledgeab Column
le sales staff Labels
Disagre Neutr Strongly Strongly (blank Grand
Row Labels Agree (4) e (2) al (3) Agree (5) Disagree (1) ) Total
20-29 47 2 22 7 2 80
30-39 6 1 4 1 12
50-59 2 2
Below 20 4 1 1 6
(blank)
Grand Total 59 3 27 9 2 100

40

35

30

25 Agree (4)
Disagree (2)
20
Neutral (3)
15 Strongly Agree (5)
(blank)
10

0
20-29 30-39 50-59 Below 20 (blank)

This question is asked to know about the sales assistance of Nike store that if they are
knowledgeable or not and are able to solve the customers’ queries. Her we got to know that
most of the respondents are agreed to that the customer handling strategy of the sales
assistance of Nike is very impressive.
 8. The customer handling processes in store are quick and effective

effective
customer Column
handling Labels
Row Disagre Neutra Strongly Strongly (blank Grand
Labels Agree (4) e (2) l (3) Agree (5) Disagree (1) ) Total
20-29 43 2 22 11 2 80
30-39 4 1 5 2 12
50-59 2 2
Below 20 6 6
(blank)
Grand
Total 55 3 27 13 2 100

40

35

30

25 Agree (4)
Disagree (2)
20
Neutral (3)
15 Strongly Agree (5)
(blank)
10

0
20-29 30-39 50-59 Below 20 (blank)

This question is asked to know about the customer handing processes in store, in terms of
wait timing, cashier processes etc. We got to know from our respondent that it is satisfactory
because majority of the respondents are not agreed to that.
 9. You get the same experience from both online and offline purchase

constant
omni
channel
experienc Column
e Labels
Row Disagre Neutra Strongly Strongly (blank Grand
Labels Agree (4) e (2) l (3) Agree (5) Disagree (1) ) Total
20-29 34 12 28 5 1 80
30-39 3 4 2 2 1 12
50-59 2 2
Below 20 3 1 2 6
(blank)
Grand
Total 40 17 34 7 2 100

40

35

30

25 Agree (4)
Disagree (2)
20
Neutral (3)
15 Strongly Agree (5)
(blank)
10

0
20-29 30-39 50-59 Below 20 (blank)

This question is asked to Nike customers if they are getting the same products and services by
Nike and we got to know that more than majority of our respondent are disagreed with that
hence we can say that the customer handling strategy of Nike during online purchase is not
satisfactory.
 10. My interactions with service personnel for online purchases and interactions
have been satisfactory

satisfactor
y
interaction Column
s Labels
Row Disagre Neutra Strongly Strongly (blank Grand
Labels Agree (4) e (2) l (3) Agree (5) Disagree (1) ) Total
20-29 38 4 26 10 2 80
30-39 4 2 5 1 12
50-59 2 2
Below 20 4 1 1 6
(blank)
Grand
Total 46 7 34 11 2 100

40

35

30

25 Agree (4)
Disagree (2)
20
Neutral (3)
15 Strongly Agree (5)
(blank)
10

0
20-29 30-39 50-59 Below 20 (blank)

This question is asked to know that the customer service of Nike during online purchase but
most of the respondents are neutral so we can assume that they are not satisfied. So we can
say that Nike’s online customer service is not upto the mark and it needs to improve just like
retail store’s customer service.