HOW WOULD YOU LIKE YOUR INDEPENDENT RETAIL CHILLED AND PERISHABLES BUSINESS TO BE BETTER SERVICED?

USE THIS RATING SCALE TO IMPROVE SERVICE TO YOUR BUSINESSWherever you see the icon, use the scale below to answer the questions that follow.

1 = Very dissatisfied (Service is unsatisfactory and is detrimental to the business).

2 = Dissatisfied (Service is unsatisfactory and does not meet requirements).

3 = Somewhat satisfied (Service meets minimum requirements and needs improvement).

4 = Very satisfied (Satisfied with service, little need for improvement).

5 = Extremely satisfied (Totally satisfied with service and adds value to the business).

BE HEARD and complete our 25-minute survey to improve the service that your business receives.

In conjunction with Retail World, Independent Pulse will publish informative articles, ensuring independent grocery retailers are kept informed of the results of this important research initiative.

This is your annual opportunity to have your say and improve the service your business receives. If you require any additional copies of the Independent Pulse survey, please contact Linda either by phone on 0429 003 547 or email atLinda@pulseplus.com.au

This is the important fifth year of our annual industry service satisfaction survey. With your valued knowledge and assistance you can make a big difference to the way your independent retail business is supported by the major trade suppliers.

In a time of economic challenges, private label expansion and market share domination, supplier support with a point of difference is of paramount importance. Independent Pulse is a totally independent research initiative providing a unique resource in achieving better service for Australian independent retailers.

YOUR VOICE will be heard along with those of other store managers and store owners from around the country, who all seek improved field services along with better and

competitive options. Service improvements can be achieved for your business by simply providing us with your constructive feedback and rating your suppliers.

YOUR VOICE won’t go unheard and you will receive valuable insights gathered from this research through regular informative articles published within Retail World magazine.

If you are one of the first 100 respondents to complete this important industry survey, you or your staff social club will automatically WIN a $50 Myer Gift Card, and you could also be the ONE lucky respondent to WIN a $1000 Myer Gift Voucher.

NOW INOUR

5TH

YEAR

www.surveymonkey.com/s/ Chilled_Supplier_Satisfaction_2013

Simply complete this printed survey or scan the attached QR code to go to the online version. The choice is yours.

The information you have provided will assist service providers and brokers to further develop their relationship with you.All responses will be treated confidentially. At no time now or in the future will specific individual details be published, released or disclosed in any way.

Independent Pulse Retail Satisfaction Survey 2013 – ©2013 Independent Pulse Pty Ltd – ACN 134 565 030

To improve the service you receive from suppliers, please tell us about call cycle and the level of satisfaction with the listed service attributes.

1A: How frequently does a supplier rep/merch call on your business, please write for WEEKS either 1-2-4-6-8 or 12, or O for Occasionally, N for Never or DR for Don’t range

Please mark your circle score using the above five point scale tocomplete each box below where 1 is lowest to five being the highest;1 = Very Dissatisfied, 2 = Dissatisfied, 3 = Somewhat Satisfied, 4 = Very Satisfied, 5= Extremely Satisfied – eg:

Rate your Supplier Rep using the same five- point scale

Service provider Call cycle

In weeks

1B: How satisfied are you with the supplier rep call cycle.

1C: Supplier rep provides detailed information on their products, pricing and deals.

1D: Supplier rep effectively merchandises, rotates stock and organises credits when necessary.

1E: Does supplier rep assist with planogram changes and provide valuable shelf management advice?

1F: Supplier rep understands my business by tailoring activities and continually looks for ways to assist with sales and profit.

1G: How satisfied are you overall with supplier rep.

PERISHABLE SERVICE PROVIDERS Please use the above five-point scale to complete each box.

1. Barter Steggles (Baiada-Lilydale)

2. Bertocchi Smallgoods

3. Chris’ Dips

4. D’orsogna Smallgoods (WA)

5. Don KRC Smallgoods

6. Fonterra (Mainland, Bega, Ski, Western Star)

7. Goodman Fielder (Buttercup, Helga’s)

8. George Weston Foods (Tip Top)

9. Hans Continental Smallgoods

10. Heinz (Golden Circle, Weight Watchers)

11. Ingham Enterprises

12. Kraft Foods

13. Lion (National Foods, Pura, Berri)

14. Luv-A-Duck

15. Manassen (Castello, Baby Bel, Margaret River)

16. McCain Foods (Griffs, Healthy Choice)

17. Menora / Royal Foods (Wattle Valley, Chobani)

18. Mrs Crocket’s Kitchen

19. Mrs Mac’s

20. Nestlé

21. Parmalat (Ice Break, Vaalia, Pauls)

22. Patties Foods (Four’N Twenty)

23. Poseidon (Black Swan)

24. P&M Smallgoods (Primo, Mayfair)

25. Sargents Pies

26. San Remo

27. Simplot (Birdseye, I&J, Lean Cuisine)

28. Unilever (Streets, Flora)

29. VIP Petfoods

30. Yakult Co.

1H: When considering the above perishable service providers, please tick THREE of the following attributes most important to your business.Regular rep. call cycle Provides detailed information Effective merchandising and promotional display assistance Provides suggested orders to reduce OOS Planogram and space management support Understands your local business needs Looks to increase your sales and profit levels Adds value to each call via professional business advice Rotates stock for maximum freshness

FOOD BROKERAGE SERVICE PROVIDERS Please use the above five-point scale to complete each box.

1B 1C 1D 1E 1F 1G31. AMC (Strikeforce)

32. BIG (Brand Influence Group)

33. Club Sales (CCS)

34. Liaise Marketing

35. Powerforce

36. Strategic National

1I: When considering the above perishable service providers, please tick THREE of the following attributes most important to your business.Regular rep call cycle Provides detailed information Effective merchandising and promotional display assistance Provides suggested orders to reduce OOS Planogram and space management support Understands your local business needs Looks to increase your sales and profit levels Adds value to each call via professional business advice Rotates stock for maximum freshness

Service Satisfaction Survey 2013

Independent Pulse Retail Satisfaction Survey 2013 – ©2013 Independent Pulse Pty Ltd – ACN 134 565 030

Question 2: Please tick top THREE categories providing the greatest contribution to sales and profitability in your business:

Fresh Meat and deli Bakery Chilled dairy and frozen Seafood Dry goods General merchandise

Health and beauty Liquor Tobacco Private label brands Other, please mention: _______________________________________________

2A: When considering product promotional activity in your business, what is the most important factors influencing your decision to actively participate? Please tick ONE.

Strong media support for the promotion Bonus pack size offer of a bestselling brand Solid consumer “win a prize” competition support

Question 3: When considering recent CHILLED OR FROZEN promotional activities within your business, please nominate the most effective promotion and how it benefited your business.

Supplier: ____________________________________________________ Brand: ____________________________________________________________

Promotion: __________________________________________________ Benefit: ___________________________________________________________

Question 3A: When considering recent CHILLED OR FROZEN marketing campaigns, please nominate the campaign that most effectively captured CONSUMER awareness and uptake for your business.

Supplier: ____________________________________________________ Marketing Campaign: _________________________________________________

Question 4: When considering recent BAKERY AND PERISHABLE promotional activities within your business, please nominate the most effective promotion and how it benefited your business.

Supplier: ____________________________________________________ Brand: ____________________________________________________________

Promotion: __________________________________________________ Benefit: ___________________________________________________________

4A: When considering recent BAKERY AND PERISHABLE marketing campaigns, please nominate the campaign that most effectively captured CONSUMER awareness and uptake for your business.

Supplier: ____________________________________________________ Marketing campaign: _________________________________________________

Question 5: Primary milk suppliers/vendors

Primary vendor name: __________________________________________ Brand(s): __________________________________________________________

5A: Are you satisfied with your main milk vendor? Yes No

If no, comments: _________________________________________________________________________________________________________________

Question 6: Primary fresh bakery suppliers/vendors

Primary vendor name: __________________________________________ Brand(s): __________________________________________________________

6A: Are you satisfied with your main fresh bakery vendor? Yes No

If no, comments: _________________________________________________________________________________________________________________

Question 7: Do you read Retail World magazine? Yes No

7A: Do you pass Retail World to your staff? Yes No

If yes, to how many: _______________________________________________________________________________________________________________

7B: Is Retail World your number one source of industry information? Yes No

If no, please specify: _______________________________________________________________________________________________________________

7C: Does Retail World influence your business decisions? Yes No

7D: What magazines do you refer to to make business decisions? Please tick one only. Retail World The Australian Retailer IGA Contact IGA Life

Other: (Please specify) ______________________________________________________________________________________________________________

Question 8: Would you like to see more creative executions in Retail World? Yes No

8A: What would you like to see more of in the magazine to assist with your business decisions? Please tick all applicable.

Product/order code Recommended retail price Contact details Sampling Promotions Other, please specify ______________________

8B: What business reviews would you like to see more of in the magazine to assist with your business decisions? Please tick all applicable.

Recruitment and training Financial services In-store services Store equipment Energy management Technology: point-of-sale

Technology: security Transport, logistics and warehousing Franchising Other, please specify ____________________________________________

8C: How would you prefer to receive your trade news? Please tick one only.

Print Magazine Newspaper Digital online E-newsletter Tablet/iPad

8D: What are the three most effective digital media for your retail business? Please tick three.

Smartphone apps Product QR codes QR code menu/recipe ideas In-store TVs Digital shelf media

Question 9: When thinking about the Service Providers that you deal with, tell us about the companies that you MOST prefer to deal with and the REASONS why?

9A: Chilled or frozen service provider’s name: _______________________________________ Reason: ____________________________________________

______________________________________________________________________________________________________________________________

9B: Bakery and perishables service provider’s name: ___________________________________ Reason: ____________________________________________

______________________________________________________________________________________________________________________________

9C: Food brokerage service provider’s name: ________________________________________ Reason: ____________________________________________

______________________________________________________________________________________________________________________________

Question 10: When thinking about the Service Providers that you deal with, tell us about the companies that you LEAST prefer to deal with and the REASONS why?

10A: Chilled or frozen service provider’s name: _______________________________________ Reason: ____________________________________________

______________________________________________________________________________________________________________________________

10B: Bakery and perishables service provider’s name: _________________________________ Reason: ____________________________________________

______________________________________________________________________________________________________________________________

10C: Food brokerage service provider’s name: _______________________________________ Reason: ____________________________________________

______________________________________________________________________________________________________________________________

Question 11: Tell us about you and your business. Please TICK the corresponding box for each question.

11A: Your role. 10B: Gender. 10C: Age 10D: How many years have you worked in the industry

Perishables Dept. Manager Dept/Grocery/Store Manager Male Under 30 31-40 < 3 yrs 4 to 6 yrs 7 to 10 yrs

Dairy Dept. Manager Owner / Manager Female 41-50 Over 51 11 to 15 yrs 16 to 20 yrs 20 yrs >

Other: please nominate:

11E: What is the annual turnover of your primary business outlet.

(Please TICK the corresponding box).

11F: Please tell us about where your primary business

takes place. (Please TICK the corresponding box).

11G: Do you belong to a

BANNER GROUP?

Up to $5m $20m to $25m Free-standing store Yes

$5m to $10m $25m to $30m Shopping strip No

$10m to $15m Over $30m Shopping centre/mall If YES, please NOMINATE:

$15m to $20m Do not know Other

Question 12: What is the postcode of your PRIMARY business? 12A: If you have MULTIPLE outlets, please nominate how many.

12B: Please nominate your OTHER outlets’ postcodes

To be eligible to enter into our prize draw for your chance to WIN one of 100 Myer Gift Cards, please answer Question 13 below:Question 13: Please tick THREE of the biggest threats to your business in the current retail climate:

Operating costs Competition Margins Government legislation

Private label Economic uncertainties Other: (Please specify) ________________________________________________________

For the purpose of notifying you if you are a prize winner, please include your name, phone number and/or email address. To qualify for the prize draw, Questionnaires must be completed in full and returned by Friday, May 24 2013.

Name: ________________________________________________________________ Phone Number: ( _____ ) ___________________________________

Email: ______________________________________________________________________________________ (where possible, winners will be notified via email)

Question 14: Would you be interested in participating in future paid surveys? Please tick. Yes

Please return this survey via reply paid post to: Independent Pulse, REPLY PAID 58, Potts Point, NSW, 1335 (no stamp required).

Thank you for participating in this survey. The information you have provided will assist service providers and wholesalers to further develop their relationship with you.

All responses will be treated confidentially. At no time now or in the future will specific individual details be published, released or disclosed in any way.

Independent Pulse Retail Satisfaction Survey 2013 – ©2013 Independent Pulse Pty Ltd – ACN 134 565 030