Company Confidential

Market Visit October 19th & 20th 2011

Report #1

Company Confidential

Mymensigh

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Key Findings – Care

• Overall look and feel is not as per Nokia standard • place is extremely dirty & shabby - entrance & inside

• When we disguised as customers & filed our complaint – reply was we will try to resolve by tomorrow or might take more then 10 to 15 days • Customer Care Staff: • Not wearing uniform & grungy• Staff have no training on customer relation management:

• impolite & indifferent • while the customer was sitting in front of them staff was reading the

paper• The peon is standing in front desk and talking with customer

• Retailers have complained that the staff at care - are taking cash for fixing phones and worried that there parts will get stolen if given. Overall reputation is bad among the retail community

• Location of the care is inappropriate :• It is located in the wholesale trade hub of commodities market • Difficult for customers to go due distance & location

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Entrance of the Care

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Entrance of the Care

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Peon fix phone & attending front desk??

Who is going to take the liability if the peon damages the phone as he is not trained !!

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Reading paper (Center manager) – while customer is waiting in front of him

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Comment box never used or cleaned

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AC not working for a few months

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Ambience not kept well….why chairs which is not according to Nokia brand??

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Front desk -not wearing uniform & sitting in back office

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Another grey repair center being promoted on the entry door : Samsung, Sony Ericsson & Nokia

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Location – Care road Whole sale commodity area

Company Confidential

Thank You