bubblyboo5897
Instructions Decide which business the group wishes to study and…
Instructions
Decide which business the group wishes to study and record its name on the survey.
Distribute at least ten copies of the survey to each member of the group.
Each member will then randomly choose and survey at least ten customers of the business.
Score each survey, as per instructions. Tally and graph the scores for all surveys. Consolidate results and analyze the group’s entire sample of data collected.
brief analysis of the group’s findings. Comment especially on the behaviours that most seem to relate to customer service, as the customers who were surveyed saw them. Comment on the group’s observation of relationship between the employees’ behaviours and the customer loyalty index.
Survey on Customer Service and Customer Loyalty
This survey will be completed on customers of (State business name)_________________________ during the period of Jan ____ to ____, 2023.
Part I: Behaviour Questionnaire
Ask each customer: When you just conducted business with ___________ did the employee there….
Employees’ Behaviours (EB) Yes No Unsure, or Not Applicable
1. Greet you promptly
2. Use opening comment to help you feel at ease
3. Compliment you in any way
4. Call you by name
5. Make and maintain eye contact with you
6. Ask for feedback from you in any way
7. Say “please” and “thank you”
8. Reassure your decision to do business with them
9. Smile freely and often
10. Appropriately touch you
11. Present clean and attractive workplace
12. Dress and groom themselves appropriately
13. Seem to enjoy working for this company
Total
Part II: Customer Loyalty Index (CLI)
Ask each customer: Rate the following 3 statements from strongly disagree to strong agree:
Questions
Customer Rating
1 = Strongly disagree
2 = Disagree
3 = Neither disagree nor agree
4 = Agree
5 = Strongly agree
1 2 3 4 5
1. Overall, I am satisfied with the customer service received at this business
2. I would recommend this business to a friend or associate.
3. I would do business with this business again.
Total
Scoring
For Part I of the survey, award one point for each “Yes” response. “No”, “Unsure” and “Not Applicable” receive zero points. The total possible score is 13 points in Part I.
For Part II of the survey, tally the number of items in each column and multiply by its respective score. For instance, there were two items in the “4” column and one item in the “5” column, the total would be 13. [(2 x 4) + (1 x 5)].
Each completed customer survey should yield two totals: One for Employee Behaviour and one for Customer Loyalty Index [e.g.: (13, 5) means that customer rated Employee Behaviour, 13 and CLI, 5]
Consolidate and Analyze Tallies: Consolidate and analyze the tallies of the entire sample of surveys. Write a brief report that summarizes your group’s analysis of the results. Comment especially on the behaviours that most seem to relate to customer service and to their loyalty to the business, from the customers’ perspectives.
