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Norbain is the UK’s leading distributor of security equipment, including IP CCTV and access control products. These products are increasingly being sourced by businesses through IT and network resellers. Wright Associates is conducting research on behalf of Norbain to better understand whether, and to what extent, different training and service offerings would be valued by potential channel partners in this area.
The questions are designed to compare the importance of different features of training courses and services. Some are simple yes/no or rating questions and others will ask you to make comparisons of different service bundles. There are no right or wrong answers and a ‘warm-up’ question is included at the beginning to help you get used to the format of the comparison questions. There is an opportunity to make comments on your answers if you wish at the end of the survey.Your individual response will be kept confidential and will not be used by Norbain for sales purposes.
The survey should take no more than 20 minutes to complete. We recognise your time is valuable and in return for completing the survey Norbain will be pleased to send you a £15 Amazon voucher and will also enter you in a prize draw for a £250 Amazon voucher. We need a valid email address for you in order to do this.
If you should encounter any problems with the survey please email: [email protected]
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Warm-up Question
Some of the questions will ask you to make comparisons between services with different bundles of characteristics. The following warm-up question is to help you get into the swing of this. The aim is to ascertain the importance customers give to different characteristics if they were purchasing a real Christmas tree.
Assuming you were interested in purchasing a real (as opposed to artificial) Christmas tree this year please indicate how likely you would be to purchase a tree with the following different bundles of characteristics:
Height: The height in feet.
Needle type: The needle variety (drop or non-drop).
Price: The price of the Christmas tree.
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2. Please indicate how interested you might be in having employees participate in courses addressing the following areas.
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3. Assuming a training course is on a subject of interest please indicate how likely you would be to support employee participation based on the following different bundles of characteristics. All courses include post-course assessment comprising a report back to management with test score(s) and certification of completion.
Duration: The time required to complete the training course (for online courses this can be spread over a period of time)
Price: Per person exclusive of VAT and accommodation.
Delivery method: Online, held on your premises, or at Norbain’s premises in Reading or Manchester.
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4. Assuming there may be times when you want professional support with installations of IP CCTV, please indicate how likely you would be to use such services based on the following different bundles of characteristics. These services would only be offered through you, with pricing and invoicing to the customer remaining under your control.
Price: Per half day for an experienced engineer (assume services taking less than half a day to deliver are charged pro rata).
Response time: The time between requesting support and the engineer arriving on site.
Output: The time between the site visit and delivery of the output (for example a report or a design schematic with equipment list).
Type: On-site survey and design; Design only (i.e. your staff would conduct the on-site survey); Commissioning (i.e. a Norbain engineer carries out the on-site commissioning).
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5. Assuming there may be times when you want professional support with installations , please indicate how likely you would be to use such services based on the following different bundles of characteristics. These services would only be offered through you, with pricing and invoicing to the customer remaining under your control.
Price: Per half day for an experienced engineer (assume services taking less than half a day to deliver are charged pro rata).
Technology: The type of technology being addressed: IP CCTV, analogue CCTV or access systems.
Type: On-site survey and design; Design only (i.e. your staff would conduct the on-site survey); Commissioning (i.e. a Norbain engineer carries out the on-site commissioning).
For all options the Response time would be 3 days and the delivery of the output would be next day.
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6. Professional services related to installations can be charged for on a pay-as-you-go day rate (PAYG) or in a fixed price.
Assuming you were looking to use such services, please indicate your preference or otherwise for the following combinations of rate and pricing method.
Pricing method: Means pay-as-you-go (PAYG) against a day rate or the rate used to calculate a fixed fee quoted for a piece of work.
Rate: Per half day for an experienced engineer.
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| * 7. Overall, given your knowledge of your customers and your own business, would you ever buy in professional services for installation? |
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8. Sometimes there are problems with an installation that need troubleshooting. Assuming you needed to bring in outside resource in such a situation please indicate how likely you would be to use an on-site troubleshooting service with different bundles of the following characteristics.
Price: Per day to you for an experienced engineer.
Response time: The time between identifying the need for external support and the engineer arriving on site.
Service: This could be limited to diagnosis only (i.e. your staff would conduct any remedial work based on Norbain’s diagnosis), or diagnose and fix, with the Norbain engineer conducting remedial work (assume this is within reason, less than five days’ work).
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| * 9. Overall, your knowledge of your customers and your own business, would you ever buy in trouble shooting professional services? |
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10. Assuming you were interested in taking extended warranty, for a piece of equipment such as an IP CCTV camera or digital video recorder please indicate how likely you would be to take up the following bundles of extended warranty options.
Price: The uplift on the price paid for the equipment at the time of purchase.
Extension period: The number of additional years warranty purchased.
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| * 11. Overall, given your knowledge of your customers and your own business, would you ever buy extended warranty? |
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12. Norbain offers 30-day advanced equipment replacement, that is to say faulty equipment is replaced immediately so avoiding downtime on site while faults are diagnosed and rectified. Assuming you were interested in extending the advanced replacement period, please indicate how likely you would be to take up the following bundles of price and period.
Price: The uplift on the price paid for the equipment at the time of purchase.
Period: The number of months advanced replacement.
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| * 13. Overall, given your knowledge of your customers and your own business, would you ever buy advanced equipment replacement? |
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14. Norbain offers a 21-day no quibble guarantee allowing new and unopened equipment to be returned for any reason. Assuming you were interested in extending the period of this no quibble guarantee, please indicate how likely you would be to take up the following bundles of price and extension.
Price: The uplift on the price paid for the equipment at the time of purchase.
Period: The number of days no quibble guarantee.
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| * 15. Overall, given your knowledge of your customers and your own business, would you ever buy no quibble guarantee extensions? |
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16. Norbain can pre-configure equipment prior to delivery, for example loading IP addresses for cameras, setting up parameters on recording devices or installing software on a server. Assuming you were interested in this service please indicate how likely you would be to take up different bundles of the following characteristics.
Price: The rate per day for a qualified engineer to conduct configuration work.
Items: The type of equipment to be pre-configured: IPCCTV cameras, recording devices (digital video recorders and network video recorders), servers.
Response time: How quickly the equipment would be delivered with the configuration work done, assuming the equipment is otherwise available for immediate delivery.
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| * 17. Overall, given your knowledge of your customers and your own business, would you ever buy pre-configuration services? |
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18. Another service that could be offered is pre-delivery soak and inspection. That is to say equipment is unpacked, inspected and tested live prior to delivery to site. Assuming such a service would be of interest please indicate how likely you would be to take up this service with different bundles of the following characteristics.
Price: The price per piece of equipment for pre-delivery inspection and testing.
Items: The type of equipment to be inspected and tested: cameras, recording devices (digital video recorders and network video recorders).
Response time: How quickly the equipment would be delivered after inspection and testing, assuming the equipment is otherwise available for immediate delivery.
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| * 19. Overall, given your knowledge of your customers and your own business, would you ever buy pre-delivery soak and inspection services? |
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| 20. Do you have any other comments before we close? | | |
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Would you be willing to be contacted by a researcher to briefly discuss any of your answers?
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| Please enter your contact telephone number: | | |
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