Reference no: EM133020994

Warrens Go Karts are for high speed Go Kart Racing; they race on specially designed tracks and require special racing equipment due to the speeds (over 100km per hour). Warrens Go Karts have recently partnered with Big Jim's Catering Services (who supply all food and drinks for special events) and Jo's equipment and BBQ supplies (who supply all the racing equipment and catering). Warrens Go Karts have recently purchased payment systems and decision support systems which allows management to identify when to hold big racing Events. They have a strong customer base but low levels of repeat customers and low customer loyalty. Recently they have experienced problems regarding not being able to match customers with correct racing gear (once customers organize a race, Warrens Go Karts will provide the correct racing attire for the client e.g., helmet, gloves and a fire proof racing suit). Although Warren's customers still say he has the best Go Karts and race tracks, there is an increasing number of customer complaints, these include:

1. Cancellations and refunds are a hassle and 2. Customers are often late for the races as the directions provided on Warren's website is difficult to follow, plus his signage at the front of the business is barely visible.