AN STUDY OF CUSTOMER SATISFACTION ON ADIDAS

➢ INTRODUCTION:

Adidas is a leading sports brand that has gained global recognition for its innovative products and
services. The brand has been successful in delivering quality products to its customers, which has
made it a popular choice for athletes and sports enthusiasts alike. However, in today’s highly
competitive market, customer satisfaction has become a critical factor for the success of any business.
Hence, this study aims to assess the level of customer satisfaction with Adidas products and services.

The study will focus on evaluating customer satisfaction levels for various Adidas products, such as
shoes, clothing, and accessories. The study will also assess the level of satisfaction with Adidas
customer service, delivery, and returns policy. Additionally, the study will aim to identify the factors
that influence customer satisfaction with Adidas, such as product quality, price, and brand reputation.

The research will employ a quantitative research design that will involve the use of a survey
questionnaire to collect data from a sample of Adidas customers. The study’s sample will consist of a
diverse group of customers from different regions and backgrounds to ensure that the results are
representative of the larger population of Adidas customers.

The findings of the study will be valuable to Adidas as they will provide insights into areas where the
company can improve its products and services to enhance customer satisfaction. Additionally, the
results of the study will be useful for other businesses in the sports industry as they can learn from
Adidas’s customer satisfaction strategies and apply them in their own business models.

Overall, this study is a significant step towards understanding the level of customer satisfaction with
Adidas products and services, and it will provide insights into how Adidas can continue to improve its
customer satisfaction levels and maintain its position as a leading sports brand.

➢ REVIEW OF LITERATURE:

1. Adriana of Montclair, CA

Verified Reviewer Verified Buyer

Original review: Jan. 14, 2023

Terrible customer service that loves to copy and paste their apologies and waste your time on
senseless investigations just to keep you going in circles to the point of craziness. All they are
going to do is keep your money with no solution on sending wrong item and not sending
several missing items. Have never had this much trouble with customer service through any
other company. Online or phone service even with supervision. Loves to hang up on you if
they don’t have an answer to a question that shows they are in the wrong. Then have the
nerve to offer a discount voucher for the inconvenience of ripping you off for hundreds of
dollars as if you are planning on ordering more from them after this nightmare that was all a
big waste of money and time.
2. Valley of Jacksonville

Verified Reviewer

Original review: Feb. 25, 2023

I returned my item several weeks ago and they still haven’t refunded my money. I sent it back
the same day I got it!!!! They are QUICK to take your money for a purchase but DRAG their
sorry feet to RETURN your money!!!! The product was cheaply made and I quickly returned it!

3.Phillip of Hinckley, NY

Verified Reviewer

Original review: Dec. 27, 2022

I recently ordered myself an NHL Reverse Retro 2.0 for my favorite hockey team back on
Christmas Day. I saw today that the item was shipped, but that they provided me with
tracking information for an item that was delivered back on July 2022 to somewhere in
Utah…I live in New York… Anyway, I call customer service to see if I can get the correct
tracking information.

4.Romy of Brooklyn, NY

Verified Reviewer Verified Buyer

Original review: Sept. 6, 2022

These shoes fell apart in weeks of purchasing. On one shoe the lace holes tore. My son didn’t
have other shoes so he kept wearing them. On the second shoe the entire lace holder
assembly fell off. I emailed and never heard back. I called and was on hold for 30 minutes
before I got a person who put me on hold again. She said she’d send an email so I could send
pictures and they would consider helping. I still didn’t get the email. TERRIBLE SHOES.
TERRIBLE SERVICE. AVOID!!!

5.Dilpreet of New Delhi, Other

Verified Reviewer

Original review: March 28, 2022

I bought adidas shoes with inferior quality material which started deteriorating with in three
months of purchase. When raised complaints regarding this they refused to change my shoes.
I wasted my money buying product from such an esteemed brand. Such an so called esteemed
brand that when you want buy their product you can go to their store but when you want to
show them their low quality material the store and company have only email to respond and
when I inquired about their office or responsible person or team for showing their low grade
material used in their product they refused to have any team or person.

6.Casey of Camarillo, CA

Verified Reviewer

Original review: Dec. 29, 2021

I have been a big adidas supporter for many years and they HAD been my choice for shoes
until my experience over the past two weeks. I bought two pairs of shoes for my daughters on
12/13 and per the adidas site they guaranteed delivery if done prior to 12/15. On 12/23, I
contacted Customer Service as I noted that tracking had not changed since my purchase; I
trusted her when she responded that she checked and the shoes were still scheduled to get to
my home before Christmas. They did not but I stayed patient. I then reached out to the
shipping company and they confirmed that although a label had been printed they did not get
any of the items for delivery from the vendor (Adidas).

7.Tom of Denver, CO

Verified Reviewer

Original review: Feb. 23, 2021

Adidas gave me the run around for 8 weeks on an order that was never delivered. We were
home on the day of the supposed delivery, and Adidas would not make good on the lost
package. They blamed FedEx, FedEx blamed Adidas. Bottom line, we were out goods worth
over $250. If you want to buy Adidas products, I suggest doing so from another vendor that is
more customer friendly.
8.Douglas of Algonquin, IL

Verified Reviewer

Original review: Feb. 20, 2021

If you have an issue with an online sale and take the time to return your shoes directly to the
corporate store to be shipped via UPS. Plan on a refund NEVER….even after spending days on
the phone with customer service or lack

➢ OVERVIEW OF THE STUDY:

❖ A study of customer satisfaction on Adidas is an examination of how satisfied

customers are with the products and services offered by the sportswear company
Adidas. The study typically involves collecting data from customers, analyzing the
data, and drawing conclusions about the level of satisfaction with Adidas.

❖ The study may involve both quantitative and qualitative research methods.
Quantitative research involves collecting numerical data that can be analyzed using
statistical methods, while qualitative research involves collecting non-numerical data
such as opinions, attitudes, and perceptions.

❖ The study may cover various aspects of Adidas products and services, including
product quality, design, pricing, availability, customer service, and overall brand
perception. The data may be collected through surveys, interviews, focus groups, or
other research methods.

❖ Once the data is collected, it can be analyzed to determine customer satisfaction

levels and identify areas where improvements can be made. The study may also
compare Adidas with its competitors to gain insights into its competitive position.

❖ The findings of the study can be used to inform marketing strategies, product
development, and customer service initiatives to enhance the overall customer
experience and increase customer loyalty.

➢ ANALYSIS & INTERPRETATION:

Assuming that we have access to a study that measures customer satisfaction with Adidas,
here are some possible steps to analyze and interpret the results:

1. Determine the study’s objectives and research questions: What are the specific
research questions or hypotheses that the study seeks to address? What are the
 objectives of the study? This information will help guide the analysis and
interpretation of the results.

2. Assess the study’s methodology: What methods did the researchers use to collect
data? Did they use surveys, interviews, focus groups, or other methods? How did they
select their sample of participants? How did they measure customer satisfaction?
Understanding the methodology will help evaluate the validity and reliability of the
study’s findings.

3. Examine the study’s results: What were the key findings of the study? How did the
researchers measure customer satisfaction? Did they use a Likert scale or some other
type of measurement? What were the average scores or percentages for each
question or item? What patterns or trends emerged from the data?

4. Evaluate the study’s conclusions: What are the researchers’ main conclusions based
on the data? Did they find any significant differences or relationships between
customer satisfaction and other variables, such as age, gender, income, or geographic
location? Are the conclusions supported by the data? Are there any limitations or
weaknesses in the study that should be considered?

5. Consider the implications for Adidas: Based on the study’s findings, what are the
implications for Adidas? Are there areas where they are doing well and can leverage
their strengths? Are there areas where they need to improve? How can they use this
information to better serve their customers and improve their bottom line?

➢ In summary, analyzing and interpreting a study on customer satisfaction with Adidas involves
understanding the study’s research questions, methodology, data analysis techniques, results,
and conclusions, as well as considering the implications for the cocompany.

➢ Questionnaire:

1. How often do you purchase Adidas products?

• Once a month
• Once every few months
• Once or twice a year
• Rarely or never
•
2. What Adidas products do you typically purchase? (Select all that apply)
• Shoes
• Clothing
• Accessories (e.g. bags, hats, socks)
• Sporting equipment (e.g. balls, shin guards)
3. How would you rate the overall quality of Adidas products?
• Excellent
• Good
• Average
• Poor

4. How satisfied are you with the variety of products offered by Adidas?
• Very satisfied
• Somewhat satisfied
• Neither satisfied nor dissatisfied
• Somewhat dissatisfied
• Very dissatisfied

5. How satisfied are you with the price of Adidas products?

• Very satisfied
• Somewhat satisfied
• Neither satisfied nor dissatisfied
• Somewhat dissatisfied
• Very dissatisfied

6. How satisfied are you with the customer service you have received from Adidas?
• Very satisfied
• Somewhat satisfied
• Neither satisfied nor dissatisfied
• Somewhat dissatisfied
• Very dissatisfied

7. Have you ever had to return or exchange an Adidas product? If so, how satisfied were you with
the return/exchange process?
• Yes, very satisfied
• Yes, somewhat satisfied
• Yes, neither satisfied nor dissatisfied
• Yes, somewhat dissatisfied
• Yes, very dissatisfied

• No, I have never had to return or exchange an Adidas product

8. How likely are you to recommend Adidas products to a friend or colleague?
• Very likely
• Somewhat likely
• Neither likely nor unlikely
• Somewhat unlikely
• Very unlikely

9. Is there anything Adidas could do to improve your customer experience? If so, what?
• (Open-ended question)