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Investigate the cause of the customer dissatisfaction

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Reference no: EM132662305

AET TRANSPORT PTY LTD CUSTOMER COMPLAINT

Whilst evaluating the quality of service provided by AET Transport, you notice a decline in return work from 3 of your major clients. You do not know why this is the case, and whilst the impact may be due to economic conditions, you go to investigate the reasons.

After contacting all 3 clients, it becomes obvious that the deliveries are not being made within the accepted timeframe required by the customer. The delivery time seems to vary between 1-2 days for the same load, going to the same destination. You notice that you use the same driver for these 3 companies.

In the form of a detailed written response, you are to:

  • Outline the process you would follow to investigate the cause of the customer dissatisfaction
  • Identify possible reasons the driver is not performing to the expected company level, and outline the actions you would take as a result (please identify at least 5 different reasons)
  • Support your comments and provide the reasons for your recommendations

Reference no: EM132662305

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