Customer Service Evaluation and Analysis - Finance Assignment Help

Assignment Task :

Learning outcome: 

After completing this assignment, students will be able to differentiate between customer  expectations and perceptions and be able to comment on the role that stakeholders play in  developing a strong service level.  

Assignment description: 

Using Service Management principles, student teams will research the offerings of a local  grocery store and create a store-specific customer service satisfaction survey.  Teams will collect responses to the survey and share their data with the rest of the class.  

Students will use the findings from all three stores to create a fictional report for the General  Manager of the store, indicating the current successes of the business, challenges that need to be  addressed, and specific recommendations to increase customer satisfaction.  

Part 1 

The class will be separated into teams of 8-9 students each and assigned a local grocery store to  evaluate.  

1. As a team, meet with your instructor and establish service expectations for your assigned  store. For example: What services do you expect the store to offer? How do you expect  employees to act? 

2. Create a survey to evaluate the product offerings and services provided, focusing on  service. Create a Team Account in Survey Monkey so that you can share the link and  results with the class. Your survey should be no more than 10 relevant questions,  including the Net Promoter Score.  

3. Visit each store individually and interact with the employees there, by asking questions  and using the check-out. Students will respond to each store’s survey individually and  honestly. Take a photo of yourself inside each store and include these in the appendix to  your final report. 

Part 2  

Analyze the raw data from the surveys and summarize the results in the form of graphs,  pictograms and tables. You must include the NPS calculation for each individual store. This will  form the appendix for your report.  

Part 3 

Write a report designed as a service support tool for the General Manager of your assigned store. Provide details about the store’s successes and your recommendations for how the NPS could be  improved through the implementation of service management principles.  

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