SMU557 - Amazon Facing Low Customer Satisfaction in Singapore 

Assignment Task

1. a. Companies often benchmark themselves on various key performance indicators' ratings. How does Amazon.com perform on these key metrics as compared to its competitors?

• Customer Satisfaction
• Willingness to Recommend
• Average customer spend
• Frequency of visit

b. From the data, what are the reasons for Amazon's performance ratings?

• Which areas did Amazon perform well in?
• Which areas did Amazon perform poorly in?

2. What should Amazon do to improve its customer satisfaction performance?

3. Compare the performance of Amazon with that of Qoo10.

a. How is Qoo10 performing relative to Amazon?

b. What should Amazon do to improve its performance?

c. What should Amazon do to better compete with Qoo10?

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