KONEKESKO: AGRICULTURE MACHINERY / AFTER SALES SERVICE

2010
sentence is missing

0. Data obtained from the register:

A. What product was purchased? B. Postal code: the first two digits. C. Country (Lithuania)

1 What is a business area of the entity/company you represent?

1. q grain farm 6. q state
2. q diary 7. q city / municipality / district
3. q pig farm
4. q poultry farm 8. q other, please specify
______________
5. q mixed farming _________________________
2 Where are you established?
1. q Vilnius county 6. q Utena county
3. q Panevėžys county 7. q Alytus county
3. q Kaunas county 8. q Šiauliai county
4. q Telšiai county 9. q Marijampolė county
5. q Tauragė county 10. q Klaipėda county

3 Number of employees?
1. q 1 - 5 employees 3. q over 20 employees
2. q 6 - 20 employees
4 How many agricultural machines (tractors) in use does your company have?
1. q 1-2 3. q over 10
2. q 3 -10
5 Are you?
1. q in charge of machinery purchases 3. q in charge of purchases
2. q operator/user of a machine and the driver
6 How long have you been a customer of Konekesko?
1. q less than one year 3. q 6 - 10 years
2. q 1 - 5 years 4. q over 10 years

Please read the summary: This survey analyses your satisfaction with the after sales and spare parts
services. Let us begin with the questions regarding the after sales service…

7 Did you use Konekesko's after sales service?

1. q yes 2. q no ⇒  proceed to question 12. (”Then
we can proceed to questions on spare parts services…”)
8. Which service centre do you use / have you used? Please list (mention) different centres.
1. q Kaunas 3. q Vilnius
q Panevėžys
2. 4. q Klaipėda

9A. On a scale of 1 to 5, evaluate the importance of the factors below, associated with actions.
1=insignificant.... 5=critical
(Briefly: Encircle a selected answer best describing the importance of this factor.)

9B. On the same scale, please evaluate the after sales service factors.
1 = It went on very poorly… 5 = It was very good
(Briefly: Encircle an answer best describing the success of this factor. N.B! If you chose answers 1-2, an additional question
is provided to this series of questions.)
A. B.
IMPORTANCE SUCCESS
1=INSIGNI- 5=CRITICAL 1=VERY 5=VERY
FICANT POOR GOOD

 INNOLINK RESEARCH OY 2010

1. information provided about the service.......................................................1 2 3 4 5 12345
2. service availability...............................................................................................1 2 3 4 5 12345
3. service attitude.....................................................................................................1 2 3 4 5 12345
4. contract service skills / sales of repairs......................................................1 2 3 4 5 12345
5. technical advice...................................................................................................1 2 3 4 5 12345
6. after skills / sales of repairs.............................................................................1 2 3 4 5 12345
7. warrantee solution..............................................................................................1 2 3 4 5 12345
8. handling complaints...........................................................................................1 2 3 4 5 12345
Do you have a permanent after sales contract? a. q yes b. q no....
Briefly: Everyone is asked about the importance of the after sales contract. Only those who have this contract are asked
about success.

9. service contract....................................................................................................1 2 3 4 5 12345

10. overall evaluation of Konekesko’s maintenance..................................................................................1 2 3 4 5
Briefly: If the chosen answer in one or more criteria of importance has scored 1 or 2, please ask:
How could Konekesko perform better … (in regard of the criteria)…? a sentence is missing

10. Name 1-2 factors which improvement would contribute to the after sales competitiveness of
Konekesko? a sentence is missing
1. ____________________________________
2. ____________________________________
11. What positive after sales services of Konekesko are, in your opinion?

12. Did you use the spare parts service for machinery?
1. q yes 2. q no ⇒ Proceed to question 18. N.B!
If question 7 was answered "no", and the
answer to question 12 was ”no” ⇒ please proceed
to question 20.
13. Where did you buy spare parts and what service did you use? Briefly: Write down your service centre
number from a specific list.

1. q in a maintenance centre, where ___________________________

2. q elsewhere, where? _________________________________

14A. On a scale of 1 to 5, evaluate the importance of the factors below, associated with actions.
1=insignificant.... 5=critical
(Briefly: Encircle a selected answer best describing the importance of this factor.)
14B. On the same scale, please evaluate the spare parts’ service factors.
1 = It went on very poorly… 5 =it was very good
(Briefly: Encircle a chosen answer best describing the success of this factor. N.B! If you chose
answers 1-2, an additional question is provided after this series.)
A. B.
IMPORTANCE SUCCESS
1=INSIGNI- 5=CRITICAL 1=VERY 5=VERY
FICANT POORLY GOOD
1. information provided about the spare parts service...............................1 2 3 4 5 12345
2. presence of sellers of spare parts................................................................1 2 3 4 5 12345
3. attitude of managers to the spare parts’ service..............................................1 2 3 4 5 12345
4. skills of managers of the spare parts sales...............................................1 2 3 4 5 12345
 INNOLINK RESEARCH OY 2010
5. speed of delivery of spare parts....................................................................1 2 3 4 5 12345
6. price-quality ratio of spare parts........................................................................1 2 3 4 5 12345
7. overall evaluation of the spare parts service.........................................................................................1 2 3 4 5

Briefly: If 1 or 2 is chosen as an answer for one or more of the importance criteria, please ask the following: What
could Konekesko do better in these actions… (criteria)… ? a sentence is missing
15. Name 1-2 factors which improvement would significantly increase the lability of Konekesko's
competitors in the spare parts services?

1. ____________________________________

2. ____________________________________
16. What, in your opinion, is good in Konekesko’s spare parts service?

17. When do you need the spare parts service most? (Briefly: only one answer.)

1. q on workdays (Mon-Fri) 7:00 - 16:00

2. q on workdays (Mon-Fri) 16:00 - 20:00

3. q on weekends

18. In your view, how well have Konekesko’s after sales and spare parts services succeeded
compared to competitors ? 1 = they succeeded very poorly… 5 =they succeeded very good
Konekesko’s success 12345
19. Compared with your previous experience with after sales and/or spare parts services, could you
recommend Konekesko’s… a) after sales service b) spare parts service?
Briefly: please write into part A, if the answer to question 7 was ”yes” and maybe to part B, if the answer to question 12 was
”yes”.
A. B.
1. q yes, I have already recommended 1. q yes, I have already recommended
2. q yes, I could recommend 2. q yes, I could recommend
3. q yes, but under certain conditions 3. q yes, but under certain conditions
4. q probably not, I will not recommend 4. q probably not, I will not recommend
If you chose the option ”I will probably not recommend", can the situation be improved somehow?

______________________________________________________________________________________
______________________________________________________________________________________

Please read briefly: Please evaluate Konekesko / machinery in general.

20A. On a scale of 1 to 5, evaluate the importance of the factors below, associated with actions.
1=insignificant.... 5=critical
(Briefly: Encircle a selected answer best describing the importance of the factor.)

20B. On the same scale of 1...5 please evaluate other factors such as relations of management with
customers and products being sold.
1 = it succeeded very poorly… 5 =it succeeded very well
(Briefly: Encircle a selected answer best describing the success of this factor. N.B! If you chose answers 1 or 2, an
additional question is provided to this series of questions.)
A. B.
IMPORTANCE SUCCESS
1=INSIGNIFICANT- 5=CRITICAL 1=VERY POOR 5=VERY GOOD

Management of customer relations

1. communication/information.............................................................................1 2 3 4 5 12345

 INNOLINK RESEARCH OY 2010

2. regular contacts ..................................................................................................1 2 3 4 5 12345
3. easy communication..............................................................................................1 2 3 4 5 12345
Products
4. wide range.............................................................................................................1 2 3 4 5 12345

5. direct improvement of product range..................................................................1 2 3 4 5 12345

6. energy saving and environmental friendliness.................................................1 2 3 4 5 12345

7. technical requirements......................................................................................1 2 3 4 5 12345

8. suitable offers.......................................................................................................1 2 3 4 5 12345

Briefly: If 1 or 2 was chosen as an answer to one or more importance criteria, please ask the following: How could
Konekesko perform better … (in regard of the criteria)…? a sentence is missing

Briefly: If 1 or 2 were chosen as the criteria of success concerning products:

What product do you have in mind?
Product: ________________________
21. What expectations do you have regarding Konekesko? future actions? Do you have any
practical proposals or systems that should be mentioned as models for Konekesko company?

22. On which products you would like to receive more information? (Briefly: the options are listed.)
1. q Classical loader combine
10. q Suspension (sullage) vans
2. q Classical tractor 11. q trailers
3. q Massey Ferguson tractor 12. q Timber and wood machinery

4. q Classical feeding unit (?) 13. q Konekesko after sales service

5. q Soil cultivation machinery 14. q Konekesko spare part service
6. q Sowing machinery (machines) 15. q Other, what?
7. q Powerful sprayers
8. q Hay and silage machinery
9. q Fertiliser distributors

23. What brand of machinery you are planning to buy next?

Brand of machinery: _________________________________

a sentence is missing
24. When are you interested to buy your next machinery?
1. q within two months 4. q within two years
2. q within six months 5. q later
3. q within a year
25. If you are interested in more detailed information or if you wish a Konekesko representative to
contact you regarding machinery / other activities or issues, please specify your contact
details. We will forward them to Konekesko.

Name: _________________________________________

Address: _________________________________________
 INNOLINK RESEARCH OY 2010
Postal code and town: _________________________________________

Telephone number: _________________________________________

Organisation you represent: _________________________________________

26. Other? ( Briefly: In addition to the questions, please write if you have any other issues during the survey.)

THANK YOU FOR YOUR ANSWERS!

 INNOLINK RESEARCH OY 2010