(1- Totally disagree => 5 - Totally agree)
With the criterion "Brand trusted by many people" has an average value of 3.59, which is quite good. Customers who choose to rate highly are mostly customers who have used services at Thai Thu Marketing, they see that the company's brand is reputable, ensuring that it meets the requirements and indicators given by customers. Some customers rate the brand as not reputable because they feel that this is a new company entering the market, so they feel that the company does not have enough experience for customers to trust.
With the criteria: "Brand known by many people".
In the past year, Thai Thu Marketing Company has a good strategy in terms of brand positioning and media development, so a relatively large number of customers will know about the company. However, the number of customers accounting for 13.8% rated this indicator quite low. They also said that not many people really know about Thai Thu Marketing because Thai Thu Marketing has not yet implemented a good brand coverage in the Hue market.
With the criterion: "Customer-favorite brand", customers rated the average value at 3.46. Therefore, Thai Thu Marketing brand is also considered quite favorite by customers. The number of customers accounting for 16.1% rated that they do not like Thai Thu Marketing, possibly because they have not used the company's services, have not been in contact with human resources, and some people think that the professionalism is not high, and some customers have used the company's services, but they are not really satisfied with the quality or customer care team, .. Therefore, they do not rate this criterion well.
With the criterion: "A brand with a vision for the future". Customers highly appreciate this criterion to hope that Thai Thu Marketing Company will have many developments in the future: development of the company's products and services, better quality development, professional team development, ... To create the development of customer business brands in the future.
Quality
Table 2.15: Customer evaluation of company quality
Criteria
Rating Score (%) | Average value | |||
1-2 | 3 | 4-5 | ||
Digital Marketing | 6.5 | 20 | 73.6 | 4.01 |
Brand Identity | 12.3 | 33.5 | 54.2 | 3.57 |
Social Media | 12.9 | 35.5 | 51.6 | 3.51 |
Web and application development | 14.8 | 31.6 | 53.5 | 3.53 |
Trade Marketing | 10.3 | 47.1 | 42.6 | 3.63 |
Courses | 6.5 | 28.4 | 71.6 | 4.02 |
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(Source of SPSS processing results)
(1- Not good => 5- Very good)
Thai Thu Marketing Company has 6 main products and services provided to customers.
that item is:
- Digital Marketing
- Brand identity
- Social media
- Application and web development
- Commercial marketing
- Courses
With Digital Marketing services that are highly rated by customers with an average value of 4.01. Customers who have used the company's digital marketing services are usually in business: shops, cafes, restaurants, real estate are the majority. Because of the advertising service, the staff does well, running enough and even exceeding the customer's indicators at the cheapest cost. Creating order conversions as customers desire. This is also the product that customers often
The most concerned service among the company's services and received many compliments from customers.
Training courses and services are also highly appreciated by customers with an average value of 4.02. The teaching team has many years of experience from teachers and seniors working in communications, digital marketing and accounting. Therefore, the quality of training courses at customer companies is considered very good. Thai Thu Marketing trains courses not only for students but also for business owners. Thai Thu Marketing expands the training range for customer business owners because the majority of customer businesses in the Hue market are small and medium-sized, so there are limitations on long-term marketing investment costs. These courses will help business owners operate their own marketing activities for their brands.
Currently, customers are very interested in training courses at Thai Thu Marketing and this service line has been growing strongly among the company's products and services.
Thai Thu Marketing's social media is well-rated by customers with an average value of 3.51. The head of social media is a woman with more than 10 years of experience in Marketing, guiding a young team. In this service, the company's main customers are real estate companies, restaurants and cafes. They need to take care of Fanpage to build brand image to retain old customers and increase potential customers. However, there is a group of people who are still not satisfied with the quality of this service, some restaurant customers have not felt the value that the company brings to their brand, and have not caught up with the desires of customers.
Brand Identity service is rated quite well by customers. Customers rated this service as good at 57.1%, normal at 33.5%, and not good at 12.3%. Although this is the company's main product, the number of customers who rated it as not good is still 12.3%. Customers rated the quality as not good in terms of aesthetics, harmony, or not meeting the expectations of customers.
Application development and website design of the company. This service line about website design in the survey has 22 customers who have used the service. The majority of these customers are real estate companies, restaurants, large cafes, etc. Large businesses have the need to design a website to make the business more "trustworthy and professional", the products will be brought to customers in the most detailed and specific way through clear images and information. This service is well-rated by customers who are real estate, cafes, and some restaurants. With a rate of 14.8% of customers not giving a good rating, Thai Thu Marketing Company's website construction has not fully expressed the value to create a difference in the product/customer service.
Commercial marketing is rated by customers at the highest level of normal, accounting for 47.1% with a fairly good average value of 3.63. Building a strategic project and developing new products at Thai Thu Marketing company is only for real estate companies to hire services to develop real estate projects. Most businesses in the Hue market build their own strategies for their companies. In the future, commercial marketing services may develop further due to increased customer demand.
Price
Table 2.16: Customer Reviews of Pricing for Customer Businesses
Criteria
Rating Points (%) | Average value | |||
1-2 | 3 | 4-5 | ||
Prices to suit business needs in Hue | 4.5 | 30.3 | 69.7 | 3.89 |
Price commensurate with quality of service | 10.3 | 26.5 | 63.2 | 3.80 |
Prices remain stable | 7.7 | 14.8 | 77.4 | 4.03 |
Competitive price compared to other companies | 9.7 | 23.2 | 67.1 | 3.88 |
Costs are always optimal for businesses client | 6.5 | 18.7 | 74.8 | 4.00 |
(Source of SPSS processing results)
(1- Not good => 5- Very good)
Businesses always want low costs but high profits. Of course, when hiring a Marketing service company, they absolutely want that. Finding a Marketing company with good quality and price are the two top choices of customers. Therefore, to accurately assess how customers value the price of Thai Thu Marketing Company, 5 criteria have been given:
- Prices suitable for the needs of businesses in Hue
- Price commensurate with service quality
- Prices are always stable
- Competitive price compared to other companies
- Costs are always optimized for customer businesses
Regarding the price at Thai Thu Marketing Company, it is evaluated by customers as very good. With "Prices suitable for the needs of businesses in Hue". The price of Thai Thu Company's service packages is the cheapest and most suitable in the Hue market. The service packages have good prices for small and medium-sized business customers who can also hire many Marketing services. This is also the strength of Thai Thu Marketing Company compared to its competitors.
“The price is always stable” is highly appreciated by customers. The price of service packages is always stable and most suitable for the marketing needs of customer businesses. However, last year there were many natural disasters and the Covid 19 epidemic, Thai Thu Marketing Company has launched a suitable promotion policy for each business in Hue. To encourage customers' businesses to continue to promote, without delay. This has stimulated customer businesses to use the company's service packages.
“Price commensurate with service quality” has an average value of 3.8 and is rated well by customers. However, 10.3% of customers rated the quality as not commensurate with the price. This group of customers was not satisfied with the quality that was not good enough for their standards. Therefore, this group of customers rated both of these criteria poorly.
“The cost is always optimal for customer businesses” is highly appreciated by customers with an average value of 4. With the cost of customers always bringing the desired results. Cheap prices and optimal advertising costs with the amount of money customers spend but bring about the conversion of results into orders or increase brand recognition, retain old customers and attract potential customers. Therefore, this indicator is highly appreciated by customers.
Understand customer products
Table 2.17: Customer evaluation of customer product knowledge level
Criteria
Rating Score (%) | Average value | |||
1-2 | 3 | 4-5 | ||
Thai Thu Marketing is ready to search for information customer products/services | 7.7 | 25.8 | 66.5 | 3.75 |
Thai Thu Marketing really brings out the right values customer products/services | 11.6 | 45.2 | 43.3 | 3.43 |
Thai Thu Marketing does a good job of understanding customer products/services | 16.1 | 29 | 54.9 | 3.54 |
(Source of SPSS processing results)
(1- Not good => 5- Very good)
When customers hire marketing services from a company outside the market, customers always hesitate whether to hire an outside service or not? Because customers worry about whether they understand the product/service they are selling to plan to market it or not? Because that is a reason that customers are significantly interested in when hiring a marketing company.
So the author created a Likert scale for customers to evaluate their understanding of Thai Thu Marketing's products/services. Based on 3 criteria:
- Thai Thu Marketing is ready to search for customer product/service information.
- Thai Thu Marketing truly highlights the true value of customers' products/services.
- Thai Thu Marketing does a good job of understanding customers' products/services.
With the criteria "Thai Thu Marketing is ready to search for information on customers' products/services". Being well-rated by customers with an average value of 3.76. Thai Thu Marketing Company is always enthusiastic in learning about the market and has a deep understanding of the characteristics of the products/services that customers are trading.
With the criteria "Thai Thu Marketing truly highlights the true value of customers' products/services" and "Thai Thu Marketing does a good job of understanding customers' products/services". Customers rate it as quite good based on these two criteria.
The number of customers who rated these two criteria as not good are mostly restaurant owners, each restaurant will have a different menu with a different space according to the style that the owner wants. To understand each product/service of these stores, Thai Thu Marketing must provide in-depth training on products and services, and express the feelings of each valuable dish. The fastest way is for the company to spend a sum of money for employees to practice both theory and practice to feel at the restaurant and then convey the real value of the space and dishes, the meaningful message of the restaurant to the feelings of customers.
In particular, the majority of customers who rate these criteria very well are real estate business owners. Thai Thu Company has a team of employees who have worked in real estate. Moreover, the Board of Directors, Ms. Thu, has been and is holding the role of deputy director of Redland Company in Hue, which does real estate business. So this is an advantage for the company to develop real estate business marketing for customer businesses. Therefore, shops, cafes and real estate companies rate the level of understanding for Thai Thu Marketing Company as very good.
Cooperative attitude and professionalism
Table 2.18: Customer evaluation of customer's level of product knowledge
Criteria
Rating Score (%) | Average value | |||
1-2 | 3 | 4-5 | ||
24/7 customer service hotline | 7.7 | 29 | 70.9 | 3.86 |
Thai Thu Marketing staff are always cheerful and enthusiastic. love | 12.9 | 25.2 | 61.9 | 3.76 |
Advise on customer problems and provide solutions come up with a solution | 13 | 22.7 | 64.3 | 3.70 |
Ensure customer satisfaction to the end together when using the service | 12.3 | 26 | 61.7 | 3.77 |
Thai Thu Marketing staff is professional. highly professional | 18.8 | 36.7 | 44.8 | 3.34 |
Staff understand customers the fastest way | 22.7 | 29.9 | 47.4 | 3.30 |
Customers are always consulted and resolved. Questions after using the service | 11 | 18.2 | 70.8 | 3.84 |
(Source of SPSS processing results)
(1- Not good => 5- Very good)
About cooperative attitude:
The criterion “24/7 customer consultation hotline” is highly appreciated by customers, accounting for 70.9%. When customers have a need and contact the company, there will always be someone to respond quickly to customers. Consulting on service packages for businesses and resolving customer questions via hotline is the fastest.