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建立人际资源圈Waitrose_Company
2013-11-13 来源: 类别: 更多范文
Waitrose Company
HND Hospitality
Unit 3: Customer Service
Author 1: Mincho Savov
Author 2: Paoulina Gaydajiska
Author 3: Milko Grozdanov
Contents
Introduction
Task 1: Discuss Reasons for Using Customer Service Policies in Waitrose Company
Task 2: Discuss the Purpose of Evaluating a Customer Service Policy, Indicating How This can Assist Future Staff Training and Development
Task 3: Evaluate Different Communication Methods in Waitrose Company and how These are used to Best Effect the Customer Service
Task 4: Analyze how Customer Perception is influenced by Customer Service Provision using Perception Expectation Model
Task 5: Assess Sources of Information on Customer Requirements and Satisfaction Levels using Survey Questionnaires
Task 6: Carry out research on customer requirements and satisfaction levels for a selected business, suggesting potential improvements
Task 7: Deliver a process of customer service
Task 8: Review own performance in the delivery of customer service and make recommendations for improvement
Introduction
A short history of Waitrose
Waitrose first appeared on the high street in 1904 when Wallace Waite, Arthur Rose and David Taylor opened their shop in Acton.
They managed to create a successful business selling a wide range of grocery products. Their high standards and keen pricing ensured that the business grew, with Waite concentrating on the buying, Rose working behind the scenes on the accounts and Taylor on the shop floor as the branch manager. After two years Taylor left the business leaving Waite and Rose who formed Waitrose Ltd in 1908.
Over the next few years the two men were able to acquire several more small grocery shops in the Acton area. Waite also diversified into the wholesale trade supplying the army camp at Catterick when war broke out in 1914. However, during World War I Arthur Rose was injured and from that time onwards Wallace Waite took over the main responsibilities of running the shops.
The business continued to develop after Rose left in 1924 and the chain grew to include branches from Windsor to Gerrard Cross. Waite continued to supply these more affluent areas but also traded in less profitable locations developing a group of shops he called Wyndhams.
By 1937 Waite was looking for someone to take over the business and maintain the high standards he had instilled over the years. After a chance meeting with Michael Watkins, the Director of Trading for the John Lewis Partnership the ten shops and 160 staff joined the Partnership on 1st October. Waite remained in the business until the retired in 1940.
The next major change in the fortunes of Waitrose was the result of the move to self-service shopping in the early 1950s. The first shop to become self-service were Schofield & Martin, a small chain of grocery shops based around Southend. By 1955 Waitrose had opened its first supermarket in Streatham with 2500 square feet of selling space. By the early 1970s there were 50 branches, some still small self-service shops but more and more larger supermarkets. This led to the construction of a new distribution center at Bracknell enabling the business to grow at a much faster rate.
By Waitrose centenary in 2004 the division had expanded to over 200 shops including the acquisition of branches from other chains including Morrisons and Somerfield. By this time The Leckford farm estate in Hampshire which the partnership owned had become part of Waitrose. There followed a period of chance involving the development of internet shopping, branches abroad and smaller format shops.
The business continues to grow today but still aspires to Wallace Wyndham Waite’s original intention to “lift the food trade to a higher plane”.
Task 1: Discuss Reasons for Using Customer Service Policies in Waitrose Company
Waitrose aims to deliver excellent customer service to all customers, making sure that customers are completely satisfied. The company has three main points, on customers satisfaction. These are:
* we aim to provide a consistently superior service for our customers;
* we like to hear what our customers think. We want to know what we can do better;
* we keep track of customer complaints we receive as well as the numbers of letters of appreciation.
Research has indicated that there are a number of areas of customer service that are a priority for people.
In particular, delivery, timeliness, information professionalism and staff attitude are deemed important. Aspects of these key areas include a prompt initial contact with the customer and detailed information with regular develop updates, keeping promises and dealing with problems and issues in a professional and timely manner.
It is important that the customer understands what he or she can except in terms of service, and a customer service policy can communicate this very well. A basic policy may simply state the company’s details. The customer service phone number, Fax and e-mail contact points, opening hours and delivery times. The policy may spell out the roles of the contact centre staff and level of courtesy that can be expected from them. It gives without saying that good customer service training should be in place in the order to fulfil. The customers needs and expectations. If an outsourcing company is used, it doing customer facing jobs have access to company policies and service performance levels are measured from time to time.
Task 2: Discuss the Purpose of Evaluating a Customer Service Policy, Indicating How This can Assist Future Staff Training and Development
Developing customer service policies are the life blood of any business. Although customer policies are unique to each business, there are still some guiding principles that all corporations should adopt. Successful customer service policies are guided by the following principle: knowing what your customers want and delivering on it. Having only a vague idea of what customers want means there can be no concrete policy in place for when problems or misunderstanding arise.
Knowing what customers want will also lead to correct business decisions. In order to be competitive all businesses must have outstanding customer service practices and policies. Providing great customer service is a great step in building a relationship whit your clients. Customer service department need way to measure their success. Employees can't expect to provide your idea of great service if they don't know what that means, in the book. Award Winning Customer Service.
Renee Evenson writes "Before you can except the people in your organization to provide outstanding customer service, they have to know how to give outstanding customer service." Policies set service guidelines and train employees. Customers demand to be treated like their money matters. Having a policy is a pre-requisite to business. Just providing a body in a store to answer questions or having enough staff in a call centre to answer calls quickly will go unnoticed. A customer service policy is a way to design a standard to go beyond expectations. A customer service policy is a tool to give guidance to employees on how to solicit information from customers to improve products. When we train staff to be problem-solvers and to incorporate up-sell tactics to capitalize on the doors they've open by providing great service. In conclusion, a customer service policy is an important way to reach out to customers and is another step on the road to achieving customer loyalty.
Task 3: Evaluate Different Communication Methods in Waitrose Company and how These are used to Best Effect the Customer Service
We all know the importance of communication in our daily lives. Nothing can take place without some method of communication being used to express ourselves for whatever purpose. Communication is even more valuable in a business environment as there are several parties involved. Various stakeholders, whether they are customers, employees or the media, are always sending important information to each other at all times. We are therefore constantly using some form of communication or another to send a message across. Without these different methods of communication or available today, it would take eons for us to carry out business as efficiently as it done today and with the same speed.
Methods of Communication
There is not “right” method of communication. You would need different methods for different purposes and tasks.
* Listening – the ability to hear and understand what the speaker is saying. Other studies showed business personal spent nearly 60 percent of the workday either speaking or listening. That’s way it is important to develop listening skills for improved customer service. Customer service employees with effective listening skills strengthen business relationship. On the other hand, customer service staff who lack listening skills can get tied up in misunderstandings. There are number of ways to develop listening skills for customer service, but it takes practice and commitment.
* Writing – communicating by using the written word so that others can understand the intended message. Written communication between customer and an organization is essential for reference, contacting clients in different time zones, showing accountability and building relationships.
* Talking – is the key to providing good customer service. Most people think of communication as the ability to speak clearly and to be understood.
* Reading – the ability to look at and comprehend the written word.
* Nonverbal expression – act of imparting or interchanging thoughts, opinions, or information without the use the use of spoken words.
It is important that the most cost-effective methods of communication are chosen for any organization. Simply when we do our research in Waitrose flowers department after analysing the information received from the client questionnaires, we found that the best result give us talking method of communication.
Task 4: Analyze how Customer Perception is influenced by Customer Service Provision using Perception Expectation Model
It is very difficult for any organization to deliver the same quality of service which customers are expected from them. The difference between expectation of customer about service quality and delivered by the organization is considered Service Gap. These gaps can be measured by the Service Quality Gap Model (Parasuraman, Zeithami & Berry 1988) The Service Quality Gap Model helps to recognize the different types of gaps between the service qualities that a consumer expects to receive from service provider and the perception of consumer about service that actually he received. The Service Quality Gap Model identify the five different types of gaps such as knowledge gap, standard gap, delivery gap, communication gap and service gap. The first four gaps are consider as company gap and last gap is service marketing. For any service oriented organization it is essential to understand the service gap and how to minimize these gaps. If these gaps are high then it will result customer dissatisfaction and decrease in profit. (Lovelock, Wirtz & Chatterjee, 2006).
Knowledge Gap
Occurs when an organization failed to accurately recognize the expectation of customers. Specifically it is the difference between management's perception of customers expectation and the actual expectation of consumers.
Standard Gap
It occurs when there is vary between management's perception toward consumer’s expectation and the actual service specification design by the management. This variation took place because of complexity faced by the management to integrate customer’s expectation into authentic service delivery process.
Delivery Gap
Is the difference between actual service which is being delivered to customers and service standard specification' It is also considered as Service Performance Gap. The extant of this gap is depends on service providers. This gap occurs when service providers do not perform at that level which is expected by the top level management and employees are not able or unwilling to perform at desire level of the top level management.
Since it is performed by an individual employee therefore the quality can be affected by skill level of employees, team work, conflict between employees and training and experience in that field.
Communication Gap
Man to interact with customers at short times, keeping them informed in a language which is easily understandable for consumers and create awareness among customers about service product through. Advertising, sale promotion, personal selling and word of mouth. It also includes listening to customers. There are numerous types of Communication Gap such as one is when an organization overpromise to customers but they do not complete what they promise.
Service Gap
Is considered as all gaps from Standard Gap to Communication Gap which is considered as consumer oriented gap because this gap is from customer's side. It is the difference between customer perception and expected value from the service which is actually delivered to customers. This gap can lead the customer dissatisfaction negative word of mouth and so on. To overpass this gap an organization should focus on good customer service, expected role of management and service providers should be in place. Main Finding and Conclusion: After completing this report I have found that delivering constantly good service to consumers is difficult but at last it profitable for every organization. An organization can reduce these gaps by improve its service quality, communicate with customers at set level of time and deliver the service or products at right time which help to increase the customer satisfaction. Customer access service quality by comparing what they want or expect and actually what they got or perceive what they are getting.
So an organization should include these quality when they feed customers such as tangibility where there should some physical evidence of service, responsiveness where consumer get response at short time, reliability where the ability to perform service should be independent and consistently and assurance where employee should have good knowledge, courtesy and ability to convey the message in proper manner.
Service quality - it is tool for measuring service quality method is used to assess the customers expectations and perception towards service quality model.
Service quality is a survey instrument that measures service quality. There are live dimensions of service quality: reliability, responsiveness, assurance, empathy and tangibles. In the survey, the customer will answer the questions which are based on the five dimensions.
Task 5: Assess Sources of Information on Customer Requirements and Satisfaction Levels using Survey Questionnaires
We would be grateful if you could spare a few minutes to complete this Customer Satisfaction Questionnaire, to help us ensure that our standard of customer service exceed expectation wherever possible.
Questionnaires
* Name………………………………………………………………………………………………………………..
* Age……………………………………………………………………………………………………………………
* Gender………………………………………………………………………………………………………………
* E-mail………………………………………………………………………………………………………………..
1. Do you use phone ordering'
2. Are you satisfied with our phone service'
3. Do you use our website'
4. Are you satisfy with our website service'
5. Is your order look exactly like the picture from the website'
6. Are you happy with possibility to customize your order'
7. Did you get professional help from our florists'
8. Is your order delivery on time'
9. Are you satisfy with freshness of flowers'
10. Are you happy with the price of flowers'
Would you be prepared to recommend Waitrose online service to others'
Thank you for taking the time to complete our questionnaire.
Questions 1: | Demographic Factor | Answers |
Do you use phone ordering' | Under 25 | 26-30 | 31-35 | 36-40 | Over 41 | Gender | Strongly Agree | Agree | Neutral | Disagree | Strongly Disagree |
№ | Name | 1 | 2 | 3 | 4 | 5 | M | F | 1 | 2 | 3 | 4 | 5 |
1 | Stefan G. | | | 3 | | | M | | | 2 | | | |
2 | Krissy M. | | 2 | | | | | F | | | | 4 | |
3 | John K. | | | 3 | | | M | | | 2 | | | |
4 | Pavel S. | | 2 | | | | M | | | 2 | | | |
5 | Dian L. | | | 3 | | | | F | | 2 | | | |
6 | Anelia A. | | | | 4 | | | F | | 2 | | | |
7 | Gary D. | | | 3 | | | M | | | | | 4 | |
8 | Robert F. | | 2 | | | | M | | | 2 | | | |
9 | Rose K. | | | | 4 | | | F | | 2 | | | |
10 | Emanuela S. | | | | | 5 | | F | | | | 4 | |
11 | Ivan K. | | 2 | | | | M | | | 2 | | | |
12 | Pole Y. | | | | 4 | | M | | | | | 4 | |
13 | Stefaney L. | | | 3 | | | | F | | 2 | | | |
14 | Daniel W. | | | | 4 | | M | | | 2 | | | |
15 | Lewis R. | | | | | 5 | M | | | | | 4 | |
16 | Sisa L. | | | | | 5 | | F | | | | 4 | |
17 | David S. | | | 3 | | | M | | | | | 4 | |
18 | Darina E. | 1 | | | | | | F | | 2 | | | |
19 | Helane B. | | | | 4 | | | F | | 2 | | | |
20 | Stasy R. | | 2 | | | | | F | | | | 4 | |
DUE № | 1 | 5 | 6 | 5 | 3 | 10 | 10 | 0 | 12 | 0 | 8 | 0 |
DUE % | 5 | 25 | 30 | 25 | 15 | 50 | 50 | 0 | 60 | 0 | 40 | 0 |
Male | 0 | 3 | 4 | 2 | 1 | 10 | 10 | 0 | 6 | 0 | 4 | 0 |
Female | 1 | 2 | 2 | 3 | 2 | 10 | 10 | 0 | 6 | 0 | 4 | 0 |
TOTAL № | | | 20 | | | 20 | | | 20 | | |
TOTAL % | | | 100 | | | 100 | | | 100 | | |
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Analyze: most customers use phone orders because that is easy for use, saves time and do not need to go to shops.
Conclusion: we will make massive advertising campaign to attract other customers to us phone orders.
Questions 2: | Demographic Factor | Answers |
Are you satisfied with our phone service' | Under 25 | 26-30 | 31-35 | 36-40 | Over 41 | Gender | Strongly Agree | Agree | Neutral | Disagree | Strongly Disagree |
№ | Name | 1 | 2 | 3 | 4 | 5 | M | F | 1 | 2 | 3 | 4 | 5 |
1 | Stefan G. | | | 3 | | | M | | 1 | | | | |
2 | Krissy M. | | 2 | | | | | F | | | | 4 | |
3 | John K. | | | 3 | | | M | | | 2 | | | |
4 | Pavel S. | | 2 | | | | M | | 1 | | | | |
5 | Dian L. | | | 3 | | | | F | | | 3 | | |
6 | Anelia A. | | | | 4 | | | F | | | | | 5 |
7 | Gary D. | | | 3 | | | M | | | | | 4 | |
8 | Robert F. | | 2 | | | | M | | 1 | | | | |
9 | Rose K. | | | | 4 | | | F | | 2 | | | |
10 | Emanuela S. | | | | | 5 | | F | | | 3 | | |
11 | Ivan K. | | 2 | | | | M | | | 2 | | | |
12 | Pole Y. | | | | 4 | | M | | 1 | | | | |
13 | Stefaney L. | | | 3 | | | | F | | 2 | | | |
14 | Daniel W. | | | | 4 | | M | | | 2 | | | |
15 | Lewis R. | | | | | 5 | M | | | | 3 | | |
16 | Sisa L. | | | | | 5 | | F | | | | 4 | |
17 | David S. | | | 3 | | | M | | | | | 4 | |
18 | Darina E. | 1 | | | | | | F | | 2 | | | |
19 | Helane B. | | | | 4 | | | F | | 2 | | | |
20 | Stasy R. | | 2 | | | | | F | | | | 4 | |
DUE № | 1 | 5 | 6 | 5 | 3 | 10 | 10 | 4 | 7 | 3 | 5 | 1 |
DUE % | 5 | 25 | 30 | 25 | 15 | 50 | 50 | 20 | 35 | 15 | 25 | 5 |
Male | 0 | 3 | 4 | 2 | 1 | 10 | 10 | 4 | 3 | 1 | 2 | 0 |
Female | 1 | 2 | 2 | 3 | 2 | 10 | 10 | 0 | 4 | 2 | 3 | 1 |
TOTAL № | | | 20 | | | 20 | | | 20 | | |
TOTAL % | | | 100 | | | 100 | | | 100 | | |
Analyze: most of our customers using phone ordering are satisfied from quality of service.
Conclusion: there we can see that we have quality phone service.
Questions 3: | Demographic Factor | Answers |
Do you use our website' | Under 25 | 26-30 | 31-35 | 36-40 | Over 41 | Gender | Strongly Agree | Agree | Neutral | Disagree | Strongly Disagree |
№ | Name | 1 | 2 | 3 | 4 | 5 | M | F | 1 | 2 | 3 | 4 | 5 |
1 | Stefan G. | | | 3 | | | M | | | 2 | | | |
2 | Krissy M. | | 2 | | | | | F | | | | 4 | |
3 | John K. | | | 3 | | | M | | | | | 4 | |
4 | Pavel S. | | 2 | | | | M | | | | | 4 | |
5 | Dian L. | | | 3 | | | | F | | | | 4 | |
6 | Anelia A. | | | | 4 | | | F | | 2 | | | |
7 | Gary D. | | | 3 | | | M | | | 2 | | | |
8 | Robert F. | | 2 | | | | M | | | | | 4 | |
9 | Rose K. | | | | 4 | | | F | | 2 | | | |
10 | Emanuela S. | | | | | 5 | | F | | | | 4 | |
11 | Ivan K. | | 2 | | | | M | | | | | 4 | |
12 | Pole Y. | | | | 4 | | M | | | | | 4 | |
13 | Stefaney L. | | | 3 | | | | F | | 2 | | | |
14 | Daniel W. | | | | 4 | | M | | | | | 4 | |
15 | Lewis R. | | | | | 5 | M | | | 2 | | | |
16 | Sisa L. | | | | | 5 | | F | | | | 4 | |
17 | David S. | | | 3 | | | M | | | | | 4 | |
18 | Darina E. | 1 | | | | | | F | | | | 4 | |
19 | Helane B. | | | | 4 | | | F | | 2 | | | |
20 | Stasy R. | | 2 | | | | | F | | | | 4 | |
DUE № | 1 | 5 | 6 | 5 | 3 | 10 | 10 | 0 | 7 | 0 | 13 | 0 |
DUE % | 5 | 25 | 30 | 25 | 15 | 50 | 50 | 0 | 35 | 0 | 65 | 0 |
Male | 0 | 3 | 4 | 2 | 1 | 10 | 10 | 0 | 3 | 0 | 7 | 0 |
Female | 1 | 2 | 2 | 3 | 2 | 10 | 10 | 0 | 4 | 0 | 6 | 0 |
TOTAL № | | | 20 | | | 20 | | | 20 | | |
TOTAL % | | | 100 | | | 100 | | | 100 | | |
Analyze: there we can see that a lot of people do not use opportunities to order from our website.
Conclusion: we need to make more popular our online site as we make advertisement in Mass Media also we will offer discount in our products when customer us online shopping.
Questions 4: | Demographic Factor | Answers |
Are you satisfied with our website service' | Under 25 | 26-30 | 31-35 | 36-40 | Over 41 | Gender | Strongly Agree | Agree | Neutral | Disagree | Strongly Disagree |
№ | Name | 1 | 2 | 3 | 4 | 5 | M | F | 1 | 2 | 3 | 4 | 5 |
1 | Stefan G. | | | 3 | | | M | | 1 | | | | |
2 | Krissy M. | | 2 | | | | | F | | | | 4 | |
3 | John K. | | | 3 | | | M | | | | 3 | | |
4 | Pavel S. | | 2 | | | | M | | | | 3 | | |
5 | Dian L. | | | 3 | | | | F | | | | | 5 |
6 | Anelia A. | | | | 4 | | | F | | 2 | | | |
7 | Gary D. | | | 3 | | | M | | 1 | | | | |
8 | Robert F. | | 2 | | | | M | | | | 3 | | |
9 | Rose K. | | | | 4 | | | F | | 2 | | | |
10 | Emanuela S. | | | | | 5 | | F | | | 3 | | |
11 | Ivan K. | | 2 | | | | M | | | | 3 | | |
12 | Pole Y. | | | | 4 | | M | | | | 3 | | |
13 | Stefaney L. | | | 3 | | | | F | | 2 | | | |
14 | Daniel W. | | | | 4 | | M | | | | | 4 | |
15 | Lewis R. | | | | | 5 | M | | 1 | | | | |
16 | Sisa L. | | | | | 5 | | F | | | | | 5 |
17 | David S. | | | 3 | | | M | | | | 3 | | |
18 | Darina E. | 1 | | | | | | F | | | | | 5 |
19 | Helane B. | | | | 4 | | | F | | 2 | | | |
20 | Stasy R. | | 2 | | | | | F | | | | 4 | |
DUE № | 1 | 5 | 6 | 5 | 3 | 10 | 10 | 3 | 4 | 7 | 3 | 3 |
DUE % | 5 | 25 | 30 | 25 | 15 | 50 | 50 | 15 | 20 | 35 | 15 | 15 |
Male | 0 | 3 | 4 | 2 | 1 | 10 | 10 | 3 | 0 | 6 | 1 | 0 |
Female | 1 | 2 | 2 | 3 | 2 | 10 | 10 | 0 | 4 | 1 | 2 | 3 |
TOTAL № | | | 20 | | | 20 | | | 20 | | |
TOTAL % | | | 100 | | | 100 | | | 100 | | |
Analyze: people who us our online shopping are satisfied, therefore our online service is quality.
Conclusion: Customer’s expectation is same with customer perception.
Questions 5: | Demographic Factor | Answers |
Is your order look exactly like the picture from the website' | Under 25 | 26-30 | 31-35 | 36-40 | Over 41 | Gender | Strongly Agree | Agree | Neutral | Disagree | Strongly Disagree |
№ | Name | 1 | 2 | 3 | 4 | 5 | M | F | 1 | 2 | 3 | 4 | 5 |
1 | Stefan G. | | | 3 | | | M | | 1 | | | | |
2 | Krissy M. | | 2 | | | | | F | | | 3 | | |
3 | John K. | | | 3 | | | M | | | | 3 | | |
4 | Pavel S. | | 2 | | | | M | | | | 3 | | |
5 | Dian L. | | | 3 | | | | F | | | 3 | | |
6 | Anelia A. | | | | 4 | | | F | 1 | | | | |
7 | Gary D. | | | 3 | | | M | | 1 | | | | |
8 | Robert F. | | 2 | | | | M | | | | 3 | | |
9 | Rose K. | | | | 4 | | | F | 1 | | | | |
10 | Emanuela S. | | | | | 5 | | F | | | 3 | | |
11 | Ivan K. | | 2 | | | | M | | | | 3 | | |
12 | Pole Y. | | | | 4 | | M | | | | 3 | | |
13 | Stefaney L. | | | 3 | | | | F | 1 | | | | |
14 | Daniel W. | | | | 4 | | M | | | | 3 | | |
15 | Lewis R. | | | | | 5 | M | | 1 | | | | |
16 | Sisa L. | | | | | 5 | | F | | | 3 | | |
17 | David S. | | | 3 | | | M | | | | 3 | | |
18 | Darina E. | 1 | | | | | | F | | | 3 | | |
19 | Helane B. | | | | 4 | | | F | 1 | | | | |
20 | Stasy R. | | 2 | | | | | F | | | 3 | | |
DUE № | 1 | 5 | 6 | 5 | 3 | 10 | 10 | 7 | 0 | 13 | 0 | 0 |
DUE % | 5 | 25 | 30 | 25 | 15 | 50 | 50 | 35 | 0 | 65 | 0 | 0 |
Male | 0 | 3 | 4 | 2 | 1 | 10 | 10 | 3 | 0 | 7 | 0 | 0 |
Female | 1 | 2 | 2 | 3 | 2 | 10 | 10 | 4 | 0 | 6 | 0 | 0 |
TOTAL № | | | 20 | | | 20 | | | 20 | | |
TOTAL % | | | 100 | | | 100 | | | 100 | | |
Analyze: that which our customers see on the website is same with that they receive.
Conclusion: we built excellent partnership with our customer. We reach highest level of reliability – that is one of dimensions of service quality.
Questions 6: | Demographic Factor | Answers |
Are you happy with possibility to customize your order' | Under 25 | 26-30 | 31-35 | 36-40 | Over 41 | Gender | Strongly Agree | Agree | Neutral | Disagree | Strongly Disagree |
№ | Name | 1 | 2 | 3 | 4 | 5 | M | F | 1 | 2 | 3 | 4 | 5 |
1 | Stefan G. | | | 3 | | | M | | 1 | | | | |
2 | Krissy M. | | 2 | | | | | F | 1 | | | | |
3 | John K. | | | 3 | | | M | | | 2 | | | |
4 | Pavel S. | | 2 | | | | M | | | 2 | | | |
5 | Dian L. | | | 3 | | | | F | | | 3 | | |
6 | Anelia A. | | | | 4 | | | F | 1 | | | | |
7 | Gary D. | | | 3 | | | M | | 1 | | | | |
8 | Robert F. | | 2 | | | | M | | | | 3 | | |
9 | Rose K. | | | | 4 | | | F | 1 | | | | |
10 | Emanuela S. | | | | | 5 | | F | | 2 | | | |
11 | Ivan K. | | 2 | | | | M | | | 2 | | | |
12 | Pole Y. | | | | 4 | | M | | | | 3 | | |
13 | Stefaney L. | | | 3 | | | | F | 1 | | | | |
14 | Daniel W. | | | | 4 | | M | | | 2 | | | |
15 | Lewis R. | | | | | 5 | M | | 1 | | | | |
16 | Sisa L. | | | | | 5 | | F | | 2 | | | |
17 | David S. | | | 3 | | | M | | | 2 | | | |
18 | Darina E. | 1 | | | | | | F | 1 | | | | |
19 | Helane B. | | | | 4 | | | F | 1 | | | | |
20 | Stasy R. | | 2 | | | | | F | 1 | | | | |
DUE № | 1 | 5 | 6 | 5 | 3 | 10 | 10 | 10 | 7 | 3 | 0 | 0 |
DUE % | 5 | 25 | 30 | 25 | 15 | 50 | 50 | 50 | 35 | 15 | 0 | 0 |
Male | 0 | 3 | 4 | 2 | 1 | 10 | 10 | 3 | 5 | 2 | 0 | 0 |
Female | 1 | 2 | 2 | 3 | 2 | 10 | 10 | 7 | 2 | 1 | 0 | 0 |
TOTAL № | | | 20 | | | 20 | | | 20 | | |
TOTAL % | | | 100 | | | 100 | | | 100 | | |
Analyze: customize of our products is the best way to increase profit. That gives us loyalty customers.
Conclusion: Empathy caring individualized attention given to customers.
Questions 7: | Demographic Factor | Answers |
Did you get professional help from our florists' | Under 25 | 26-30 | 31-35 | 36-40 | Over 41 | Gender | Strongly Agree | Agree | Neutral | Disagree | Strongly Disagree |
№ | Name | 1 | 2 | 3 | 4 | 5 | M | F | 1 | 2 | 3 | 4 | 5 |
1 | Stefan G. | | | 3 | | | M | | | | | 4 | |
2 | Krissy M. | | 2 | | | | | F | | | | 4 | |
3 | John K. | | | 3 | | | M | | | 2 | | | |
4 | Pavel S. | | 2 | | | | M | | | 2 | | | |
5 | Dian L. | | | 3 | | | | F | | | | 4 | |
6 | Anelia A. | | | | 4 | | | F | | 2 | | | |
7 | Gary D. | | | 3 | | | M | | | 2 | | | |
8 | Robert F. | | 2 | | | | M | | | | | 4 | |
9 | Rose K. | | | | 4 | | | F | | 2 | | | |
10 | Emanuela S. | | | | | 5 | | F | | 2 | | | |
11 | Ivan K. | | 2 | | | | M | | | 2 | | | |
12 | Pole Y. | | | | 4 | | M | | | | | 4 | |
13 | Stefaney L. | | | 3 | | | | F | | 2 | | | |
14 | Daniel W. | | | | 4 | | M | | | 2 | | | |
15 | Lewis R. | | | | | 5 | M | | | 2 | | | |
16 | Sisa L. | | | | | 5 | | F | | 2 | | | |
17 | David S. | | | 3 | | | M | | | 2 | | | |
18 | Darina E. | 1 | | | | | | F | | | | 4 | |
19 | Helane B. | | | | 4 | | | F | | | | 4 | |
20 | Stasy R. | | 2 | | | | | F | | | | 4 | |
DUE № | 1 | 5 | 6 | 5 | 3 | 10 | 10 | 0 | 12 | 0 | 8 | 0 |
DUE % | 5 | 25 | 30 | 25 | 15 | 50 | 50 | 0 | 60 | 0 | 40 | 0 |
Male | 0 | 3 | 4 | 2 | 1 | 10 | 10 | 0 | 7 | 0 | 3 | 0 |
Female | 1 | 2 | 2 | 3 | 2 | 10 | 10 | 0 | 5 | 0 | 5 | 0 |
TOTAL № | | | 20 | | | 20 | | | 20 | | |
TOTAL % | | | 100 | | | 100 | | | 100 | | |
Analyze: people who are needed from that professional help, they are received it.
Conclusion: we have qualify staff who give in our customers good advice and professional help and they respond on every requirement on customers.
Questions 8: | Demographic Factor | Answers |
Is your order delivery on time' | Under 25 | 26-30 | 31-35 | 36-40 | Over 41 | Gender | Strongly Agree | Agree | Neutral | Disagree | Strongly Disagree |
№ | Name | 1 | 2 | 3 | 4 | 5 | M | F | 1 | 2 | 3 | 4 | 5 |
1 | Stefan G. | | | 3 | | | M | | | 2 | | | |
2 | Krissy M. | | 2 | | | | | F | | 2 | | | |
3 | John K. | | | 3 | | | M | | | 2 | | | |
4 | Pavel S. | | 2 | | | | M | | | 2 | | | |
5 | Dian L. | | | 3 | | | | F | | 2 | | | |
6 | Anelia A. | | | | 4 | | | F | | 2 | | | |
7 | Gary D. | | | 3 | | | M | | | 2 | | | |
8 | Robert F. | | 2 | | | | M | | | | | 4 | |
9 | Rose K. | | | | 4 | | | F | | | | 4 | |
10 | Emanuela S. | | | | | 5 | | F | | 2 | | | |
11 | Ivan K. | | 2 | | | | M | | | 2 | | | |
12 | Pole Y. | | | | 4 | | M | | | 2 | | | |
13 | Stefaney L. | | | 3 | | | | F | | 2 | | | |
14 | Daniel W. | | | | 4 | | M | | | 2 | | | |
15 | Lewis R. | | | | | 5 | M | | | | | 4 | |
16 | Sisa L. | | | | | 5 | | F | | 2 | | | |
17 | David S. | | | 3 | | | M | | | 2 | | | |
18 | Darina E. | 1 | | | | | | F | | | | 4 | |
19 | Helane B. | | | | 4 | | | F | | 2 | | | |
20 | Stasy R. | | 2 | | | | | F | | | | 4 | |
DUE № | 1 | 5 | 6 | 5 | 3 | 10 | 10 | 0 | 15 | 0 | 5 | 0 |
DUE % | 5 | 25 | 30 | 25 | 15 | 50 | 50 | 0 | 75 | 0 | 25 | 0 |
Male | 0 | 3 | 4 | 2 | 1 | 10 | 10 | 0 | 8 | 0 | 2 | 0 |
Female | 1 | 2 | 2 | 3 | 2 | 10 | 10 | 0 | 7 | 0 | 3 | 0 |
TOTAL № | | | 20 | | | 20 | | | 20 | | |
TOTAL % | | | 100 | | | 100 | | | 100 | | |
Analyze: from the chart it is clear that most of the people are happy with delivery service; however there is same people for who we can provide better service.
Conclusion: still we are do not happy from time delivery service, so that we need to improve.
Questions 9: | Demographic Factor | Answers |
Are you satisfied with freshness of flowers' | Under 25 | 26-30 | 31-35 | 36-40 | Over 41 | Gender | Strongly Agree | Agree | Neutral | Disagree | Strongly Disagree |
№ | Name | 1 | 2 | 3 | 4 | 5 | M | F | 1 | 2 | 3 | 4 | 5 |
1 | Stefan G. | | | 3 | | | M | | | | | 4 | |
2 | Krissy M. | | 2 | | | | | F | | | 3 | | |
3 | John K. | | | 3 | | | M | | | 2 | | | |
4 | Pavel S. | | 2 | | | | M | | | | | 4 | |
5 | Dian L. | | | 3 | | | | F | | | 3 | | |
6 | Anelia A. | | | | 4 | | | F | 1 | | | | |
7 | Gary D. | | | 3 | | | M | | | 2 | | | |
8 | Robert F. | | 2 | | | | M | | 1 | | | | |
9 | Rose K. | | | | 4 | | | F | | | | 4 | |
10 | Emanuela S. | | | | | 5 | | F | | | 3 | | |
11 | Ivan K. | | 2 | | | | M | | | 2 | | | |
12 | Pole Y. | | | | 4 | | M | | | | 3 | | |
13 | Stefaney L. | | | 3 | | | | F | 1 | | | | |
14 | Daniel W. | | | | 4 | | M | | 1 | | | | |
15 | Lewis R. | | | | | 5 | M | | | | | | 5 |
16 | Sisa L. | | | | | 5 | | F | | 2 | | | |
17 | David S. | | | 3 | | | M | | 1 | | | | |
18 | Darina E. | 1 | | | | | | F | | | 3 | | |
19 | Helane B. | | | | 4 | | | F | | 2 | | | |
20 | Stasy R. | | 2 | | | | | F | | 2 | | | |
DUE № | 1 | 5 | 6 | 5 | 3 | 10 | 10 | 5 | 6 | 5 | 3 | 1 |
DUE % | 5 | 25 | 30 | 25 | 15 | 50 | 50 | 25 | 30 | 25 | 15 | 5 |
Male | 0 | 3 | 4 | 2 | 1 | 10 | 10 | 3 | 3 | 1 | 2 | 1 |
Female | 1 | 2 | 2 | 3 | 2 | 10 | 10 | 2 | 3 | 4 | 1 | 0 |
TOTAL № | | | 20 | | | 20 | | | 20 | | |
TOTAL % | | | 100 | | | 100 | | | 100 | | |
Analyze: result from survey shown that most of people are satisfied from quality of products. Small parts of customs are dissatisfied.
Conclusion: we need to work hard on that to improve quality of products.
Questions 10: | Demographic Factor | Answers |
Are you happy with the price of flowers' | Under 25 | 26-30 | 31-35 | 36-40 | Over 41 | Gender | Strongly Agree | Agree | Neutral | Disagree | Strongly Disagree |
№ | Name | 1 | 2 | 3 | 4 | 5 | M | F | 1 | 2 | 3 | 4 | 5 |
1 | Stefan G. | | | 3 | | | M | | | | | 4 | |
2 | Krissy M. | | 2 | | | | | F | | | 3 | | |
3 | John K. | | | 3 | | | M | | | 2 | | | |
4 | Pavel S. | | 2 | | | | M | | | | | 4 | |
5 | Dian L. | | | 3 | | | | F | | | 3 | | |
6 | Anelia A. | | | | 4 | | | F | | | | 4 | |
7 | Gary D. | | | 3 | | | M | | | 2 | | | |
8 | Robert F. | | 2 | | | | M | | | | | | 5 |
9 | Rose K. | | | | 4 | | | F | | | | 4 | |
10 | Emanuela S. | | | | | 5 | | F | | | | 4 | |
11 | Ivan K. | | 2 | | | | M | | | 2 | | | |
12 | Pole Y. | | | | 4 | | M | | | | 3 | | |
13 | Stefaney L. | | | 3 | | | | F | 1 | | | | |
14 | Daniel W. | | | | 4 | | M | | | 2 | | | |
15 | Lewis R. | | | | | 5 | M | | | | | | 5 |
16 | Sisa L. | | | | | 5 | | F | | 2 | | | |
17 | David S. | | | 3 | | | M | | 1 | | | | |
18 | Darina E. | 1 | | | | | | F | | | 3 | | |
19 | Helane B. | | | | 4 | | | F | | 2 | | | |
20 | Stasy R. | | 2 | | | | | F | | 2 | | | |
DUE № | 1 | 5 | 6 | 5 | 3 | 10 | 10 | 2 | 7 | 4 | 5 | 2 |
DUE % | 5 | 25 | 30 | 25 | 15 | 50 | 50 | 10 | 35 | 20 | 25 | 10 |
Male | 0 | 3 | 4 | 2 | 1 | 10 | 10 | 1 | 4 | 1 | 2 | 2 |
Female | 1 | 2 | 2 | 3 | 2 | 10 | 10 | 1 | 3 | 3 | 3 | 0 |
TOTAL № | | | 20 | | | 20 | | | 20 | | |
TOTAL % | | | 100 | | | 100 | | | 100 | | |
Analyze: price of product is relation with quality of products. We offer high quality products, almost 50 percent of customers are satisfied from price.
Conclusion: for that people who do not like price of our quality flowers, we will offer them new segment of flowers.
Task 7: Deliver a process of customer service
Our staff is high qualify but we regular provided training of our staff. We provided internal survey with our employees for any suggestions to improve our quality of service and goods.
Task 8: Review own performance in the delivery of customer service and make recommendations for improvement
Recommendations
* we will work hard to offering a large range of products for our customers
* we will work hard to attract a wide range of other people groups
