Research real life customer surveys

Reference no: EM132570233

Assessment Task 5 - Project

There are two parts to this assessment task. Part A requires the student to design a customer survey and Part B requires the student to analyse a customer survey.

PART A: - DESIGN A CUSTOMER SURVEY

Read the case study below and then complete the activities that follow

SCENARIO

Based on the customer service issues identified as a result of the customer complaints issue, Ozhouse Clean has decided to be proactive and identify customer needs through use of a feedback survey. Your task is to develop a customer survey that addresses customers' satisfaction with Ozhouse Clean services, as well as quality of service, ability to meet timelines, staff performance and cost of services and any other factors you consider relevant.

Complete the following activities:

Activity 1. Conduct research
• Research real life customer surveys used by businesses using the Internet, as well as how these surveys are administered (eg on-line) and how often.

• Identify best practices in customer surveys in regards to Problemnaire design and survey method and frequency. Make notes on your findings.

Activity 2. Develop a customer survey
• Based on the areas identified in the task instructions (ie quality of service, ability to meet timelines, staff performance and cost of services), develop a customer survey. Your survey should include at least 10 Problems. You may also include rating criteria for customer to rate their responses.
• Send the customer survey to your assessor via email. Your email should outline the purpose of the survey and include your recommendations on how often the survey should be administered and by what method based on the research you undertook. You should include a clear rationale for your recommendations.
• You need to ensure your survey is:
- Typed and written in clear and concise English
- Developed according to the instructions above.

PART B: - CUSTOMER SERVICE ANALYSIS

Read the case study below and then complete the activities that follow

Complete the following activities:

Activity 1. Analyse and report on scenario information.
• Review the scenario information and analyse the results of the survey as follows:
- An analysis of the results against industry benchmarks for overall customer satisfaction, ease of doing business and customer loyalty.
- Your overall analysis of how the company is performing in terms of customer service.
• Develop a short briefing report (1 - 2 pages) to discuss the results of your analysis. Your briefing report should include:
- An analysis of the results. You should convert the numerical findings into bar charts that clearly shows the results of the survey and in percentages.
• Your recommendations based on the customer survey conducted and your analysis.
• When you have completed your report, send it to your team (your assessor) via email.

Activity 2. Manage records
• Create an appropriate folder within the folders you have already set up for all assessment tasks and provide a screenshot to your assessor.

Attachment:- Manage Quality Customer Service.rar

Reference no: EM132570233

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