5.1.3. Market pre-survey exercise among local FK market teams

The market pre-survey exercise was a quantitative survey and intended to ascertain the perceptions of customer satisfaction among local FK staff in participating markets via a simple questionnaire. It was used as a mirror to the insights gained from customers directly. This information further fed into and shaped the master survey questionnaire.

The market pre-survey exercise was conducted via a short online survey; the process was as follows:

• Development of a short questionnaire in collaboration with BDRC that explores how the local FK teams view customer satisfaction in their market (see Appendix C – Market pre-survey questionnaire)
• Deliver the questionnaires to regional representatives and local market teams via an online survey service e.g. Survey Monkey