P3CS5-3
Table of Contents
Case Study
Gaining high levels of customer satisfaction is very important to the retailer, Home Appliances plc. as they know that satisfied customers are more likely to make repeat orders and remain loyal. Lena, the customer service manager, has been tasked with measuring customer satisfaction levels – in a way that isn’t too costly or time consuming for the business – and setting performance targets for the team. She asks the customer service assistant, Javier, to suggest some ways to collect data from customer feedback.
- If you were Javier, which quick and inexpensive techniques for collecting data would you suggest to Lena?
- What factors should Lena consider when setting the performance targets?
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.