MR Component 1&2

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Marketing Research Group AssignmentComponent 1 and 2

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Table of ContentsComponent 1 ........................................................................................................................................... 3

Executive summary ................................................................................................................................. 3

Problem Discovery Stage ........................................................................................................................ 3

Secondary Research ................................................................................................................................ 3

Research objectives ................................................................................................................................. 4

Research questions .................................................................................................................................. 4

Research design ...................................................................................................................................... 4

Reasons for using qualitative research .................................................................................................... 5

Component 2 ........................................................................................................................................... 6

Description of each data collection methodology used........................................................................... 6

1- Website ....................................................................................................................................... 6

2. Face -to -face interviews ................................................................................................................. 7

3. Paper-pencil-questionnaires and observational research ................................................................ 7

4. Telephone interviews ...................................................................................................................... 7

Findings .................................................................................................................................................. 8

Below are some suggestions recommended by the surveyors; ......................................................... 10

Limitations ............................................................................................................................................ 11

Recommendations ................................................................................................................................. 12

Likely ways to encourage the card holders use the card ....................................................................... 13

Reference and Bibliography ................................................................................................................. 15

Appendix ............................................................................................................................................... 16

Appendix 2 ............................................................................................................................................ 17

Appendix 3 ............................................................................................................................................ 19

Telephone Survey Findings .............................................................................................................. 19Appendix 4 ............................................................................................................................................ 25

Telephone Survey (who does not respond) ........................................................................................... 25


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Component 1

Executive summary

This report is based on the caf alfresco, a coffee shop that operates in

unique design which gives the idea of having coffee in a deck of

Maldivian Dhoani. The main aim and the objective of the caf are to

create a coffee culture among the locals. The only outlet that operate in

STO trade center give time to the politicians, business men, shoppers, and

others to refresh their mind with world famous coffee brands. Caf

Alfresco came into existence in March 2002 and remains in market still

today, making profit creating new customer and retaining them. The caf

offers a card to its loyal customers. It is called the Customer Loyalty

Card. For the card holders, from the total amount of purchase done by the customer 5% will

go to the card as points. By accumulating these points customers can buy coffee and other

available items from caf.

In this report we have highlighted two major marketing problems faced by Alfresco, and how

we have discovered these problems. In addition to this we have also included the research

question, objectives and design. Finally we have incorporated the limitations and suggested

possible ways to solve the problem and make their service more attractive to their customers.

Problem Discovery Stage

To collect information about Alfresco and discover the marketing problem first of all we had

a meeting with the, founder Mr.Ahmed Hasmath and manager Mr. Imthiyaz Mohamed. We

did a face to face interview with them. From the interview we have discovered that some of

the cardholders are inactive. We have also found out that the sale of Alfresco has constantly

increased for seven years and has started to fluctuate starting from December 2009. Therefore

throughout this research we have worked to find out the reasons and solutions of these two

problems.

Secondary Research

To support the problem we took data from the caf website (http//:www.thealfresco.com) and

the management provided us an important data. By analyzing and evaluating the data we


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have identified some of the loyalty card holders have 0, 2 and very low points which means

sales are decreasing often this is the loyal customer who visit caf more than once a day.

Research objectivesAs Alfresco is using loyalty cards to attract and retain their customers, by now they have

around 400 card holders. But for some reasons some of them are not very active. Alfresco

always work to understand their customers requirements and cater them accordingly.

Alfresco prefers to keep their customers always on the top. Main objective of this research is

to identify the reasons why some of their cardholders are not active. As it will be helpful to

make possible changes and improve their services.

Our research questions are focused to find out an effective solution to two broad marketing

problems faced by Alfresco. That is to identify the reasons for cardholders being inactive and

the difficulties they face within the cafe. In addition to this we have also work to identify the

reasons for the sales fluctuations and also the consumer expectations and additional facilities

or services that their customers are looking for to improve the cafe.

Research questions

Thereby we have two research questions:-

1. What are the reasons for some card holders being inactive?2. What are the possible ways that Alfresco can adopt for further development and

improve sales?

Research design

This component of the report will contain qualitative research. We have made exploratory

research as this is the first marketing research on Alfresco cafe. For this we have collected

secondary data from the web site (http://www.thealfresco.com), and other past records such

as list of card holders, their points, contact numbers etc.

We have chosen exploratory research to explore and search through our marketing problem

and to have a better understanding of the problem and thereby find a solution to the problem.

From the exploratory research we have chosen Qualitative research method to identify a

solution for our marketing problem.


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The objective of this qualitative research is to gain an understanding of the problems

mentioned below:-

Fluctuating sales

Inactive loyalty cardholders

Reasons for using qualitative research

There are several reasons for using Qualitative research. It is not always possible, or

desirable, to use fully structured or formal methods to obtain information from respondents.

People may be unwilling or unable to answer to certain questions. People are unwilling to

give truthful answer to questions that invade their privacy, embarrass them, or have a

negative impact on their ego or status.Examples of such sensitive questions include:-

What is your maximum spending? How much you are willing to spend on caf? How often your friends pay your bill?

Secondly, people may be unable to provide accurate answers to questions that tap their

subconscious, the values, emotional drives, motivations deciding at the subconscious level

are disguised from the outer world by rationalization and other ego differences. For an

example a person may ask his friend to pay the bill because he does not have cash. But if we

ask the reason, he might respond saying that he has forgotten to take wallet. In this situation

the actual reason is hidden. In such cases the desired information can be obtained through

qualitative research.

We have also use survey methods; from the survey method we have chosen structured

questionnaires and telephone survey.

From the survey method we use structured data collection, a formal questionnaire in which

questions were pre-arranged in order. Questionnaire is chosen because it is simple and easy to

administrate. Secondly, data obtained are reliable as the responses are limited to alternatives

stated. Most importantly using questionnaire made coding, analyzing and interpretation of

data very easy and simple.


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The second survey method we have used is telephone interviews. As we believe that it was

the best and possible method to reach 121 inactive card holders of Alfresco. Only information

provided by the management was the contact number of them. Therefore we found out that

methods like face to face interviews and e-mail surveys will not be applicable in this situation

as we did not have enough information about them and as most of the cardholders are

businessmen, we assumed that they would be quite busy and would not have time for face to

face interviews.

We have also used unstructured observation in our research to obtain various data like the

behavior of the customers, reaction of the waiters etc. With the help of observation we

believe that we would be able to understand the actual behavior of the customers rather than

the intended or preferred behavior. Very importantly potential bias caused by the interviewer

and the interviewing process is eliminated or reduced. In addition some behavioral type can

only be collected by observation, which the respondent is unaware of or unable to

communicate.

Component 2

Description of each data collection methodology used

Our team collected data which was relevant for our research through four main methods

which are explained below.

1- WebsiteAfter choosing Alfresco to do our research, we went through the website

(www.thealfresco.com) to have a brief idea of what the place is.

The website was very attractive and we got information lots of things. Some of

which are as follows;

History Services offered Prices of the products Events Sponsors Customer comments, etc


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2. Face -to -face interviews

An interview was held with the owner of Alfresco to be acquainted with more about

the company. We used a questionnaire to assist us in the interview. (See appendix 1,Interview question form)

We had the questions listed, thereby we didnt face any difficulties struggling with

which question to ask. As owners are the people who are most familiar with the

company we were fully benefited from this interview. (See appendix 2, Information

we got from the interview)

3. Paper-pencil-questionnaires and observational research

On 26th august 2010 our research team went to Alfresco to examine the service and to

get our research questionnaires filled. We took 55 questionnaires with us. (See

appendix 3, Questionnaires). We reached the place around 8.45pm. A warm welcome

was given to us Mr. Mohamed Imthiyaz, the operation manager.

The place was almost full with happy customers chatting with each other. Most of

them were in groups. As we took our seats the waiters attended us with a smile. He

was very clean and was well dressed. He asked us about the order, we did not face

any problem in communicating with him. We noticed fast service, as our order was

placed in 6 minutes.

After placing the order we started distributing the questionnaires, a few of the

customers refused to fill. But luckily we got 54 questionnaires filled by 9.47pm.

As we examined the place we noticed that the customers stayed for a long time. They

also ordered more than once. We also notice that most of the customers know each

other.

The management was very corporative to us. The meal was provided freely. The taste

was really good.

4. Telephone interviews

Telephone interview was conducted with 62 customers. (See appendix 4, Telephone

survey findings). We got a list of customers and their contact numbers as an aid for


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36%

30%

17%

17%25-35

35-45

18-25

over 45

our research. (See appendix 5, list of inactive card holders) Alfresco management

sent messages to these customers in advance to notify them about the survey.

We were fully benefited from using this method as our doubts were cleared, and more

over we were also able to ask for more explanation. Being able to have the work done

on the spot was also one of the very important advantages we got.

Findings

We have distributed questionnaires for 55 peoples. Among them 54 people responded. We

conducted our questionnaire research on 21st August 2010. The main aim of this research is to

find out the reasons why some of the card holders are not active. Following are the findings

of our questionnaire research.

Among those 54 surveyors, 98.1% are Male and only 1.9% is

Female.

35.8% customers of Alfresco represents age group

between 25-35, while 30.2% are aged between 35-45,17% customers are between 18-25 and same

percentage represents over 45 years.

83.0% of Alfresco customers are employed and only

7% are not employed. And 10% did not state

anything.

Among those 83.0% customers; 32.7% are earning

Mrf 5,00010,000 as their income per month. 30.6%

earns above Mrf 15,000 and 24.5% earns monthly

income of Mrf 10,00015,000.

Male

53

Female

1

0.0%

5.0%

10.0%

15.0%

20.0%

25.0%

30.0%

35.0%

less than

5,000

5,000 -

10,000

10,000 -

15,000

Above 15,000

Employed Unemployed No comment


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72.2% of the customers visits Alfresco more

than once a day, while 14.8% visits Alfresco

occasionally, 7.4% customers visits caf once

a day and 3.7% visits once a week.

Most of the Alfresco customers visit Alfresco to

consume Coffee. 64.1% mostly consume coffee in

Alfresco and rest of the customers consumes varieties

of sandwiches such as Panino, Violence, Lazilio and

submarine.

59.6% of Alfrescos coffee consumers are very satisfied

about the quality of its coffee, while 28.8% are satisfied and

5.8% feels Ok to consume Alfresco coffee and same

percentage of customers are not satisfied with the coffee

quality of the caf.

77.4% of Alfresco customers said that they will prefer

Alfresco when they wish to consume a sandwich. These

customers believe that Alfrescos sandwiches are fast,

simple, good taste and this taste remains always same.

22.6% believes that they will not prefer Alfresco when

they wish to consume a sandwich. Their argument was

that the prices were too high, not enough ingredients and also they want change / increase the

varieties of the sandwiches.

75.5% ofAlfrescos customers visit Alfresco with their

friends for the gatherings / meetings and 11.3% visits

After their office, while 7.5% visits their break times,

0%

10%

20%

30%

40%

50%

60%

70%

80%

More than

ocnce a dayMore than

once a weekOnce a

week Once a day Occasionaly

Coffee

Meal

Submarine

Panino

Lazilio

Violance

0.0%

10.0%

20.0%

30.0%

40.0%

50.0%

60.0%

70.0%

Very Satistfied Satisfied Ok Not Satisfied

YES

NO

0.0%

10.0%

20.0%

30.0%

40.0%

50.0%

60.0%

70.0%

80.0%

With

friends

Ti me pa ss A ft er

office

Break

times

After

shopping


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3.8% visits after shopping, and only 1.9% visits Alfresco to just time pass.

41.8% of the customers said that they choose

Alfresco over others due to its location while 21.8%

customers has a very good relationship with staff and

management, 12.7% customers has a long term

relationship with caf and same percentage of

customers like the uniqueness of environment also

10.9% visits Alfresco due to quality of the products and good taste.

Among all 54 surveyors, 56.5% are very satisfied with

Alfresco. 30.4% of the customers are satisfied and 8.7%

are fine with the caf and only 4.3% are not satisfied

with the Alfresco and its services.

Below are some suggestions recommended by the surveyors;

Provide more varieties of sandwiches, coffee, and other type of new snacks. Some proposed

Alfresco to establish more roofed areas, because they face difficulties in rainy days. Some of

the customers do like to have more short eats, some are upset with the unavailability of

traditional dishes. Some needs more fast service and want to improve the quality of the

waiters. Some other comments were make place cooler during day time, provide special /

theme dinners, establish no smoking zones, establish more themes, make it more lively and

entertaining, reduce the price of coffee, improve the general atmosphere, and reduce the price

in overall.

Location

Relationship

Taste and

Quality

Environment

Uniqness

Long term

relationship

V.Satistfied

Satisfied

Ok

Not Satisfied


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Limitations

Following are the restrictions we faced during our research. As we have pre-planned for our

research, number of difficulties we faced are limited. We have collected information mostly

through 3 main sources. This includes questionnaire, face-to-face interview and telephonesurvey.

Firstly, we faced difficulties to collect a conformation letter from our faculty, Faculty of

Management and Computing administration office. They took two weeks to provide a simple

letter for us. This delayed our process of choosing the organization for our project as we need

to apply for an appointment with that letter. We also had some difficulties to get study room

to conduct our meetings.

When we attend to have face-to-face interview from top management of Caf Alfresco we

had to wait for 20 minutes as they are late.

Some of the customers refused to fill survey forms in our questionnaire survey. At the same

time some of the participants did not attend some questions and also some have given

irrelevant answers for some questions.

We found that telephone survey was the most difficult one compare to other 3 data collection

methods. We have included 121 card holders in our phone research but we got response from

62 customers. (See appendix 6, list of participant who did not respond). Some numbers

provided to us from Alfresco were disconnected, repeated, not in use and some of the

numbers provided us were wrong. When we called some of the card holders they did not

answer our phone and some were also busy. (See appendix 5, list of inactive card holders)

Therefore we found it quite difficult to collect information from some of the card holders.


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Recommendations

According to Mr.Hasmath, Since Alfresco came into existence they have been making profit

up to December 2009, after that there was a fluctuation on their sales. As evident from the

above diagram, 2009 was the maturity stage of the business is and it started to decline at

the end of the year. This means that in order to increase their sales they need to adopt some

changes according to customer expectations. Below are some ways Alfresco can implement

to bring alterations to their business.

Since the very beginning they Alfresco have always been serving the similar kinds of

products currently they have only four coffee brands. Therefore there is possibility of the

customers getting fed up of the same items so they might consume less or some customers

might even have switched to other restaurants. So it is very important to introduce a vast

range of products and more world famous coffee brands, moreover traditional dishes can also

be included in their menu.

In addition it is very important to improve the services provided to the customers, as some of

the surveyors mentioned that they want to the waiters to be more quick. For this purpose they

could recruit experienced waiters and provide training to the existing ones.

Furthermore, restructuring the place could also help them attract more customers. They could

create specific themes in special occasions, and change the layout of the restaurant to a more

creative and attractive ways. From the customers comments we have found out that the place

Sales and

Profits ($)

Developmentstage

Introduction Growth Maturity Decline

Time

Sales

Profits

0

Losses-

Investment ($)


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is very hot during day time and they want to have more roofed areas so that they could sit

comfortably in rainy days. Bringing such changes would help Alfresco to retain their

customers.

Making the place more lively and entertaining can make their customers more fascinated

towards them. Events like Boduberu and live music can be held in special occasions. Also

LCD TV's can be kept in the place.

Moreover , from Mr.Hasmath's interview (he specifically mentioned) and the questionnaires

(from the 54 customers who filled the form, there was only one female) we discovered that

more than 95% of their customers are men. Our research team strongly believes that there

would be many females who would like to visit Alfresco, but they would certainly be

restricted by the fact that the place is so full of men. From the observation we also found out

the environment is not so suitable for girls. We suggest them to establish a segment which is

specially targeted to women. This would probably be a successful segment mainly because of

things like location and the famed varieties offered by Alfresco.

Likely ways to encourage the card holders use the card

Ten customers we interviewed in the telephone survey stated that they have not visited

Alfresco because this is Ramadan time. To attract such customers Alfresco can provide

special offers for Ramadan. This could be like breakfast and Tharavees packages. In addition,

although they are believed to visit Alfresco after the Ramadan, still there is risk of these

customers switching to other restaurants. Therefore it is very important to do things to reduce

this risk, for this purpose they could keep the customers updated about the services specially

those like promotions discounts, offers etc. As well as things such as wishing the customers

in special occasions can be done to make the customers feel that they are still considered as a

valuable person to the Alfresco.

Ten customers stated that they usually visit Alfresco but forget to use the card. People usually

forget things that are not so important and interesting to them. So it is very important to make

them aware of the benefits of the card. Also, a few customers did not know how to use the

card. Therefore making them aware can again be a solution in this case. Advertisements can

be placed in table, where it is easily visible to the customers. Likewise, increasing the


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percentage of the loyalty card can also be as good solution as by doing this the value of the

card increased so the possibility of the customers forgetting to take the card is reduced.

Nine customers said that they are out of Male, so to maintain relationship with the customer

can be a good idea. This can be done through greeting them in special occasions through text

messages and emails. More over Alfresco can encourage such customers to gift the card to

friends and family members if they are away for a relatively long time.

Seven of the interviewees stated that their card is lost, damaged and some stated that they

have applied and still not received the card. Many among this has reported the matter to the

management and they stated with disappointment that the management is taking too much

time to return the card. Specifically one even mentioned that he is demotivated to go to

Alfresco because of this. Therefore it is very important to take this matter in to consideration

and fix this problem as soon as possible. They could also provide an alternative to the card

(example..a slip or a number) until the card is ready.

Five of the interviewees stated that they do not find the card worthy. To overcome this

problem they to increase the percentage of the card to values like 10% or 15% . So that such

customers will find the card worthy. Four of the customers stated that they have not visited

Alfresco as they have changed to another apartment also two have stated that they are busy.

For such customers they can make them aware about the fact that they can use the card for

take away and deliveries. Maintaining and strengthening the relationship can again be a good

solution here.

Giving an award to the customer who has used the card most frequently can be a very

effective idea to encourage the usage of the card. A valuable prize can be offered as an

award. This can even be done more often like monthly or weekly, and instead of expensive

gifts things like loyalty points and free meals can also be offered.


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Reference and Bibliography

Ahmed Hasmath, Founder, Caf Alfresco, (960)7777651, interviewed on 19th August2010

Mohamed Imthiyaz, Manager, Caf Alfresco, (960)3333084, interviewed on 19thAugust 2010

http://www.thealfresco.com , accessed on 1st September 2010 Inactive card holders list,(with contact number ,card number, credit point) provided

by Mr.Hasmath on 20th August 2010
http://www.thealfresco.com/http://www.thealfresco.com/


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AppendixTitle Appendix number

Interview question form 1

Information collected from the interview 2

Questionnaires 3

Telephone survey findings 4

List of inactive card holders 5

Participants who did not respond 6


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Appendix 2

Interview with Mr.Hasmath Ahmed at Alfresco

23rd August.

Alfresco came into existence in march 2002. The only outlet which is located in the STO

trade center provides customers with unique service and friendly service.

Currently they are operating with 22 staff. According to Mr.Hasmath all employees are

participated in the decision making and their operating style is democratic. Employee

turnover rate has been very low as they offer them various benefits. Moreover a briefing is

carried out daily in order to make the employees aware of the kinds of improvement they

need.

The target market of alfresco is middle sized businessmen 95% of which is men over 25.

SWOT analysis

According to Mr.Hasmath sales of alfresco has been at a constant rate until end of 2009 and

since then sales has fluctuated until today.

As alfresco is a unique business, they are not facing any direct competition, indirect

competitors include Trends, Sea house, West park and Lily F&B.

When looked into the market share held by alfresco the management ranks itself in the top

three.

As a result of the friendly service and many other services provided to the customers theyhave been able to retain many of them. They also provide loyalty cards to them. Customers

are able to obtain 15% of the cost as points and the customer can retain these points when

wished by him or her. In addition they increase this percentage to 15% regarding special

occasions. Currently they have 400 loyal customers. Among these 400 customers one fourth

are not so active. Some of them have hardly visited the cafe, some haven't even visited, there

would probably be many reasons behind this. However this was the point where we identified

a marketing problem.

"One fourth of the loyal customers being inactive."

StrengthLocation

Weaknesslocation

Opportunityexpansion

Threats

nil


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other methods of promotional activities include leaflets which are distributed with the

deliveries. their website is also used very much in their promotion.


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Appendix 3Telephone Survey Findings

Respondent -1

Regularly visits Alfresco, but uses another friends card

Respondent -2

Regularly visits Alfresco, but has gifted his card to someone who really needed it.

Respondent -3

Regularly visits, has applied for the card but still not received.

Respondent -4

Disagreements with political issues are irritating him and he comes to Mal'e only onweekends.

Respondent -5

Couldnt go Alfresco because of his office being changed to another location

Respondent -6

So busy, do not have time for such activities in the busy schedule

Respondent -7

A caf has been opened by a family member so prefer to go there.

Respondent -8

Regularly visits, but do not use the card as he forgets to take it to the caf

Respondent -9

Couldnt go as this is Ramadan

Respondent -10

Couldnt go as this is Ramadan, also because he was not in Mal'e and he has been very busyrecently, maintains a very good relationship with the management.

Respondent -11

Couldnt go as this is Ramadan.

Respondent -12

Couldnt go because he is busy

Respondent -13

Couldnt go as he is not in Mal'e


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Respondent -14

Card has been lost, reported the matter four months back but still hasnt got,

Went earlier this Ramadan.

Respondent -15

Regularly visits, Forget to take the card.

Respondent -16

Alfresco is too far from where he lives.

Respondent -17

Couldnt go as his office changed to a different location.

Respondent -18

Has lost his card, has reported the matter, but still hasnt got.

Respondent -19

Was out of Mal'e, he will use the service in future

Respondent -20

Regularly visits, but forget to use the card

Respondent -21Regularly visits but forget to use the card.

Respondent -22

Is not in Mal'e

Respondent -23

Goes with a group, and use one specific card.

Respondent -24

Regularly visits, but card has been broken, not reported the matter.

Respondent -25

Goes regularly, but do not use the card as he forgets to take the wallet

Respondent -26

Regularly goes, but forget to use the card.

Respondent -27

Is not in Mal'e


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Respondent -28

Card is not so worth, it only gives 5%

Respondent -29


Respondent -30


Respondent -31

So busy during these days also is live in very far location from Alfresco

Respondent -32

Is not a regular customer of Alfresco

Respondent -33

Little busy, couldnt go as this is Ramadan, orders delivery. Sometimes visit Alfresco but

forgot to use the card

Respondent -34

Forgot to use the card, visits regularly

Respondent -35

Visits regularly with friends who holds a card, so normally use specific 2 cards to increasethe points

Respondent -36

Visits Alfresco but forgot to use the card

Respondent -37

Visits Alfresco but forgot to use the card, not so aware about the card

Respondent -38

Applied for a card 7 months ago, not yet received.

Respondent -39

These days de-motivated to go Alfresco, also applied card not received yet.

Respondent -40

Was away from Maldives. These days couldnt go as this is Ramadan.

Respondent -41

Didnt receive the card yet


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Respondent -42

Forgot to use the card, as it always kept in wallet.

Respondent -43

Card lost. Informed to Haththu but yet not received any answer.

Respondent -44

Visits regularly. Card lost and informed to Haththu, yet not received any respond.

Respondent -45

Card broken. Willing to have a new one, so that applied for it 2 months ago. Now using

friends card.

Respondent -46

Visits regularly with group of friends but forgot to use the card.

Respondent -47

Card broken.

Respondent -48

Couldnt go as this is Ramadan and now going a Home close caf for a coffee.

Respondent -49

Visits regularly but forgot to use it also not aware about the benefit of the card.

Respondent -50


Respondent -51

Away from male

Respondent -52

Not so happy with the caf as many are talking politics. Environment is also too noisy. But

will continue to visit Alfresco

Respondent -53

Forgot to use the card

Respondent -54

Couldnt go as this is Ramadan. Sometimes visit but forget to use the card

Respondent -55

Card lost. Willing to have a new one


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Respondent -56

Visits regularly with group of friends but forgot to use the card.

Respondent -57

So busy during these days

Respondent -58

So busy and also the caf is so noisy. Have a personal problem with another customer.

Respondent -59

Couldnt visit long time as these days very busy

Respondent -60

Out of Male, now in F.Dharanboodhoo. Will go there after Ramadan

Respondent -61

Is in out of Male

Respondent -62

Sometimes visits but these days couldnt go as this is Ramadan.

Summary

Could not go as this is a Ramadan- 10

- believe they will go after Ramadan

Forgot -10

- Make them aware about the benefit of the card (through SMS, leaflet, interview)

- increase the percentage to attract them

Not in Male' - 9

- Maintain relationship

- can gift card to a family member

- Wish them in occasions (through SMS, in occasions like Eid holidays)

Card lost / damaged / not received - 7

- take immediate action when someone report

- If cannot issue immediately, give alternative which can use instead of a card


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Not worth - 5

- make aware

- increase the benefit percentage

Changed home / apartment - 4

- Aware them that they can use their card for take always.

- Maintain the relationship

Using friend's card - 4

- Aware them

Too busy - 2

- Encourage them to visit the caf


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Appendix 4

Telephone Survey (who does not respond)Participant 1

Did not answer the phone

Participant 2


Participant 3

The number is not in use

Participant 4

Phone is switched off

Participant 5

The number does not exist

Participant 6


Participant 7


Participant 8


Participant 9

Not responding to phone

Participant 10

Number did not exist

Participant 11


Participant 12



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Page 26 of28

Participant 13

Wrong number (could not reach Participant 13 from this number)

Participant 14

Number is out of service

Participant 15

Number busy

Participant 16

Not answering to the phone

Participant 17

Number busy

Participant 18


Participant 19


Participant 20


Participant 21


Participant 22

Number is temporarily disconnected

Participant 23


Participant 24

Number is not in used

Participant 25

Number is not is used


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Page 27 of28

Participant 26

Not responding

Participant 27


Participant 28

Phone ring but did not answer

Participant 29

Number is temporarily disconnected

Participant 30

Invalid number

Participant 31


Participant 32


Participant 33


Participant 34


Participant 35

Number busy

Participant 36


Participant 37



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Participant 38

Could not reach the Participant 38 from this number

Participant 39


Participant 40

Number busy

Participant 41


Participant 42


Participant 43

Number busy

Documents

MR Component 1&2