P3CS19-1
Table of Contents
Case Study
Tariq has recently joined the train company A to B as a station manager, and quickly notices that some customers are not happy with the current levels of customer service. Through informal feedback he has reason to believe that this is due to long queues at the ticket office. Tariq thinks that a good solution to this would be to introduce self-service ticket machines, and wants to propose this change to his manager. His colleague Maria, advises him that he should conduct some formal research to confirm the reason for low customer satisfaction levels and to see if customers are in favour of ticket machines.Tariq asks Maria if she could help him by collecting and analysing formal customer feedback at the station. Later in the week, Maria reports back to him that he was right; the problem is the long queues at the ticket office, and a high proportion of customers think that his solution is a good one.
- How do you think Maria collected and analysed the customer feedback?
- If you were Tariq and had the evidence from the analysed information, what would your next steps be?
It is rare that there is just one way to respond to a scenario or situation, so do not consider that the response you have chosen to this scenario will be judged as right or wrong. Share your scenario with a work colleague and ask them to tell you if they think you have responded appropriately. Ask them to challenge your response if necessary. You do not need to submit this task for assessment unless asked to do so by your tutor.