1. Company Confidential Market Visit October 19 th & 20 th 2011 Report #1

2. Company Confidential Mymensigh

3. 3 © 2011 Nokia Confidential Company Confidential 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

4. 4 © 2011 Nokia Confidential Company Confidential Entrance of the Care

5. 5 © 2011 Nokia Confidential Company Confidential Entrance of the Care

6. 6 © 2011 Nokia Confidential Company Confidential Peon fix phone & attending front desk?? Who is going to take the liability if the peon damages the phone as he is not trained !!

7. 7 © 2011 Nokia Confidential Company Confidential Reading paper (Center manager) – while customer is waiting in front of him

8. 8 © 2011 Nokia Confidential Company Confidential Comment box never used or cleaned

9. 9 © 2011 Nokia Confidential Company Confidential AC not working for a few months

10. 10 © 2011 Nokia Confidential Company Confidential Ambience not kept well….why chairs which is not according to Nokia brand??

11. 11 © 2011 Nokia Confidential Company Confidential Front desk -not wearing uniform & sitting in back office

12. 12 © 2011 Nokia Confidential Company Confidential Another grey repair center being promoted on the entry door : Samsung, Sony Ericsson & Nokia

13. 13 © 2011 Nokia Confidential Company Confidential Location – Care roadWhole sale commodity area

14. Company Confidential Thank You