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A Tale of Two SurveysNAMEPROFESSORCOURSEDATEThe Customer SurveyName: Brenda JonesAge: 26Occupation: Middle School TeacherHow often do you shop at Cosmopolitan: More than 2-3 times per month: X1-2 times per month:2-3 times per year:Less than twice a year:What items have you purchased from the Forever Young line? The Perfectly Pouty Lip Balm and the Sun-Kissed BronzerWhat items from the Forever Young line have you purchased in the last month? NoneWhat is the best thing about the Forever Young line? The variety of products What is the worst thing about the line? Product sizes have decreased but price has risen.What would you do to improve the Forever Young line? Reduce the price and return the products to their original sizes.Name: Donna BlevinsAge: 30Occupation: AttorneyHow often do you shop at Cosmopolitan: More than 2-3 times per month: 1-2 times per month: X2-3 times per year:Less than twice a year:What items have you purchased from the Forever Young line? The Forever Young hydrating and rejuvenating skin care line.What items from the Forever Young line have you purchased in the last month? The Dew Drop moisturizer and Too Perfect tonerWhat is the best thing about the Forever Young line? The products work! What is the worst thing about the line? Reduced product sizes and a recent decrease in quality; the last moisturizer I purchased did not have the same emollient qualityWhat would you do to improve the Forever Young line? Go back to the original manufacturer and packaging!Name: Tom S.Age: 27Occupation: Graduate studentHow often do you shop at Cosmopolitan: More than 2-3 times per month: 1-2 times per month: X2-3 times per year:Less than twice a year:What items have you purchased from the Forever Young line? The Man-Up! Soothing and Clarifying Shave Gel and Magnate cologneWhat items from the Forever Young line have you purchased in the last month? Magnate cologneWhat is the best thing about the Forever Young line? The variety of men’s productsWhat is the worst thing about the line? More difficult to find the men’s products in-store and quality is not as good.What would you do to improve the Forever Young line? Make the products more accessible in the store and return to the original product quality.Employee SurveyName: Rita ThomasAge: 37How long employed at Cosmopolitan? Less than 1 year:2-4 years:4-10 years: More than 10 years: XEstimate how many Forever Young products you sell in an average year: 300Estimate how many Forever Young products you have sold in the last month: 15Within the last month, what has been the top customer complaint about a Forever Young product?Quality (please specify): Customers have remarked that the moisturizers, lip products, aand mascaras are “not as good”Product LinePricePackagingAvailabilityOther (please specify)In your opinion, what would be the best way to increase Forever Young sales?Figure out what is going on with the product quality. Customers used to rave over the quality of the products, from their long-wear to their smooth texture, but now established customers are disappointed and switching to different products. Some even ask for refunds due to foul-smelling products or products that seem to have “turned.”Name: Donna JamesAge: 24How long employed at Cosmopolitan? Less than 1 year:2-4 years: X4-10 years: More than 10 years: Estimate how many Forever Young products you sell in an average year: 150Estimate how many Forever Young products you have sold in the last month: 5Within the last month, what has been the top customer complaint about a Forever Young product?Quality (please specify):Product LinePrice: XPackagingAvailabilityOther (please specify)In your opinion, what would be the best way to increase Forever Young sales?Most of my customers are not willing to shell out big bucks for such tiny packaging, especially when the 2 Cute 2 Be 4-Gotten line offers bigger packages at lower prices. Reduce the cost or increase the product sizes.Name: Sara SandersAge: 28How long employed at Cosmopolitan? Less than 1 year:2-4 years:4-10 years: X More than 10 years: Estimate how many Forever Young products you sell in an average year: 250Estimate how many Forever Young products you have sold in the last month: 20Within the last month, what has been the top customer complaint about a Forever Young product?Quality (please specify): PricePackagingAvailabilityOther (please specify): Customers don’t seem to know much about the Forever Young line anymore and come into the store specifically looking for other products, especially the well-advertised FANtasy line.In your opinion, what would be the best way to increase Forever Young sales?Work on marketing. Most of the customers are coming into the store with an idea of what they want because they’ve seen it online and just don’t want to wait to have it shipped to their home. Find a way to target younger customers, especially through social media. ................
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