BSBCUS501 Manage Quality Customer Service Assessment 3 –Complaints and Feedback Analysis Project
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Complaints and Feedback Analysis Project Assessment 3
Assessment Summary:
Words Count: 3500
For this assessment, you are required to review and analyse customer complaints lodged with Ozhouse Clean, and to provide a briefing report to the General Manager about solutions.
You are also required to develop a customer survey for Ozhouse Clean. You will then analyse the results and develop a short report for your team about the results of the survey, as well as your recommendations for changes to customer services or standards based on your analysis
This assessment is to be completed in the ETTC simulated work environment provided by KCBT.
Resources Required:
- Computer and Microsoft Office
- Access to the Internet for research
- ETTC Meeting room
Assessment Submission Due Date:
Your assessor will advise you of the due date of the assessment
What evidence to Submit:
- Email to your assessor with your briefing report attached.
- Email to your assessor with your customer survey attached
- Email to your assessor with your customer survey report attached
Assessment Instructions:
Carefully read the following simulated workplace scenario.
Last October, Ozhouse Clean signed up to a number of group buying website to increase the demand for its services. There has been a marked increase in customers, but there has also been a significantly increased number of complaints.
The following complaints have been logged in the complaints register since signing up to the group buying web site as follows:
- Three customers have recently called to redeem their voucher. Customer service officers have checked the vouchers and found that they are out of date. Customer service officers have therefore advised customers that as the vouchers are out of date, they are no longer able to use the vouchers. Two of the customers have complained to the Department of Fair Trading that they are unable to redeem the services paid for. Note that the company’s refund policy on their web site does not refer to refunds in relation to vouchers.
- Two customers have complained that they had too wait too long to redeem their vouchers for an introductory clean. This is because in signing up to group buying the demand for services resulted in delays.
- A customer called to complain that they had paid for an introductory clean but on calling to book the service, ware told that that the voucher only covered a free hour of cleaning and they would have to pay the full amount, requiring the customer to pay an additional $70.
As Operations Manager, you have been asked to investigate and report on these complex complaints, as it appears that the company had not investigated these situations prior to signing up with the group buying web site.
Complete the following activities:
1). Write a complex complaint briefing report.
Your investigation should include an analysis of the legal situation, example cases and recommendations for how to avoid this situation in the future. Your briefing report should address:
a). Summary of the issues
b). Analysis of relevant legislation.
c). Issues with use of group buying web sites for businesses, including benefits and pitfalls.
d). Recommendations for actions, including response to the customers, as well as recommendations that can be adopted internally to avoid this situation reoccurring.
Use the Briefing Report Template to guide your work.
2). Send an email to your assessor.
The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style.
It should introduce and summarise the contents of the attachment.
Attach your briefing report to the email.
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 customer feedback survey. As Operations Manager of Ozhouse Clean, you are required to develop the customer survey.
Complete the following activities:
3). Conduct research
Use the internet to research real life customer surveys used by businesses, as well as how these surveys are administered (e.g. online) and how often.
Identify best practices in customer surveys in regard to questionnaire design and survey method and frequency. Make notes on your findings.
4). Develop a customer survey
Based on the areas identified in the task instructions (i.e. quality of service, ability to meet timelines, staff performance and cost of services), develop a customer survey.
Your survey should include at least 10 questions. You may also include rating criteria for customer to rate their responses.
5). Send an email to your assessor.
The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style.
Send the customer survey to your assessor via email. Your email should outline;
- The purpose of the survey
- Your recommendations on how often the survey should be administered and by what method based on the research you undertook.
- A clear rationale for your recommendations.
It should introduce and summarise the contents of the attachment, and seektheir feedback and approval to move forward with the project.
Attach your Customer Survey to the email.
It is six months later, and a customer survey has been completed by sending out a one-off survey to 300 customers by email.
49 customers responded to the survey and the findings are as follows:
Overall satisfaction with Ozhouse Clean services
26 totally satisfied, 18 somewhat satisfied, 4 dissatisfied and 1 totally dissatisfied
Industry benchmarks show that the average number of customers who indicate that they are totally satisfied is 42%.
Ease of doing business with Ozhouse Clean
20 totally satisfied, 19 somewhat satisfied, 8 dissatisfied and 2 totally dissatisfied
Industry benchmarks show that the average number of customers who indicate that they are totally satisfied with ease of business is 47%.
Customers who said they would use Ozhouse Clean Services again are:
42 totally satisfied, 6 somewhat satisfied, 1 dissatisfied and 0 totally dissatisfied
Industry benchmarks show that the average number of customers who indicate that would use services again is 72%.
Customers who said they would recommend Ozhouse Clean to others
38 totally satisfied, 8 somewhat satisfied, 3 dissatisfied and 0 totally dissatisfied
Industry benchmarks show that the average number of customers who indicate that they would recommend the company to others is 63%.
Other comments made in response to question inviting customer suggestions:
- Cleaning staff great, but phone service a bit average
- Customer service staff could do with a bit more knowledge about products sold by the company, good on services knowledge but not on products
- Optional extras such as ironing would be great as an add-on service.
Complete the following activities:
6). Write a Customer Survey Report.
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 report (1 – 2 pages) to discuss the results of your analysis.
Your briefing report should include, as a minimum:
- 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.
7). Send an email to your team (your assessor).
The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style.
It should introduce and summarise the contents of the attachment.
Attach your Customer Survey Report to the email.
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