Customer Survey On Carphone Warehouse Customer Service (GC01172)
Unit 2
Learning Outcome 3: Be able to monitor and review customer service
Observer
Work Place: DG Education
Observed: Name of the learner
Date:
Time
Signature of the observer:
Signature of observed:
| Task | Evidence |
| Data collection using survey | Survey ( page 3-5) |
| Data evaluation | Charts & Report (page 6-8) |
| Recommendation | Page number 9-10 |
3.1 Record the customer feedback, using a range of methods such as survey
Customer survey
On Carphone Warehouse customer service
- What about your gender?
- Male
- Female
- How well did we understand your questions and concern?
- Extremely well
- Very well
- Somewhat well
- Not so well
- Not at all well
- How much time did it take us to address your questions and concerns?
- Much shorter than expected
- Shorter than expected
- About what I expected
- Longer than expected
- Much longer than expected
- How likely is it that you would recommend this company to a friend or colleague?
Not at all likely
Extremely likely
Q5. How satisfied are you with the overall quality of the solution?
- Very satisfied
- Satisfied
- Neutral
- Dissatisfied
- Very dissatisfied
Q6. Carphone Warehouse understands the service needs of my organization.
- Strongly agree
- Agree
- Neutral
- Disagree
- Strongly disagree
Q7. Overall, how satisfied are you with the amount of contact between you/your organization and the Carphone Warehouse?
- Very satisfied
- Satisfied
- Neutral
- Dissatisfied
- Very dissatisfied
Q8. Overall, the quality of O2’s sales department service is
- Excellent
- Very good
- Good
- Fair
- Poor
Q9.Overall how would you rate the quality of our customer service?
- Very positive
- Somewhat positive
- Neutral
- Somewhat negative
- Very negative
Q10. If you have any suggestions for Carphone Warehouse, please explains as follows?
3.2Evaluation of customer feedback
This section evaluates the data gathered through a survey conducted in section 3.1. The data is analyzed using MS Excel Sheet and presented using a number of charts. Every single chart presents and analyzes data found from every individual question in the survey. The evaluation of customer feedback gathered through the survey is provided as follows:
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- What about your gender?
Both male and female respondents participate in the survey questionnaire of this research. According to the pie chart, 55% of respondents are male and 45% of respondents are female. The majority percentage of a participant in this survey is male.
- How well did we understand your questions and concern?
From the chart, 35 % of respondent think that we understand their questions and concern is extremely well, 30% of respondent think that we understand their questions and concern is very well, 25 % of respondent think that we understand their questions and concern is not so well and 10% think that not at all well. Maximum respondents think that we understand their questions and concern is extremely well.
- How much time did it take us to address your questions and concerns?
According to this chart 30% of respondents think that it took much shorter than expected to address their questions and concerns, 35% of respondents think that it took shorter than expected to address their questions and concerns, 25% of respondents think that it took longer than expected and 10% respondents think that it took much longer than expected. So, maximum respondents think that it took much shorter than expected to address their questions and concerns.
- How likely is it that you would recommend this company to a friend or colleague?
From the chart, 55% of respondents are not all likely to recommend this company to a friend or colleague and 45% of respondents are extremely likely to recommend this company to a friend or colleague. So, maximum respondents are not all likely to recommend this company to a friend or colleague.
Q5. How satisfied are you with the overall quality of the solution?
From the chart, it is presented that 40% of respondents are very satisfied with the overall quality of the solution. 15% of respondents are satisfied and 5% of respondents are neutral with the overall quality of the solution and 25% of respondents are dissatisfied and 15% strongly very dissatisfied with the overall quality of the solution. So, the maximum % of respondents are very satisfied with the overall quality of the solution.
Q6. Carphone Warehouse understands the service needs of my organization.
Above the chart, it shows that 40% of respondents strongly agree that Carphone Warehouse understands the service needs of my organization. 15% of respondents agree and 5% of respondents are neutral with this opinion and 25% of respondents are disagree with this opinion and 15% strongly disagree that they don’t think that Carphone Warehouse understands the service needs of my organization. So, maximum respondents strongly agree that Carphone Warehouse understands the service needs of my organization.
Q7. Overall, how satisfied are you with the amount of contact between you/your organization and the Carphone Warehouse?
From the chart, it is presented that 45% of respondents are very satisfied with the amount of contact between you/your organization and the Carphone Warehouse. 15% of respondents are satisfied and 5% of respondents are neutral with the amount of contact between you/your organization and Carphone Warehouse and 20% of respondents are dissatisfied and 15% strongly very dissatisfied with the amount of contact between you/your organization and Carphone Warehouse. So, maximum respondents are very satisfied with the amount of contact between you/your organization and the Carphone Warehouse.
Q8. Overall, the quality of O2’s sales department service is
According to this chart, it shows that 45% of respondents think that the quality of O2’s sales department service is excellent. 15% of respondents think very well and 10% of respondents think good about the quality of O2’s sales department service and 17% of respondents think that the quality of O2’s sales department service isis fair and 13% of respondents think it is poor.So. Maximum respondents think that the quality of O2’s sales department service is excellent.
Q9.Overall how would you rate the quality of our customer service?
Above the chart, it shows that 40% of respondents are very positive about the quality of our customer service. 15% of respondents are somewhat positive and 5% of respondents are neutral with this opinion and 25% of respondents are somewhat negative with this opinion and 15% very negative about the quality of our customer service. So, the maximum respondents are very positive about the quality of our customer service.
Q10. If you have any suggestions for Carphone Warehouse, please explains as follows?
According to the survey a majority number of respondents recommend improving the environment of the Carphone Warehouse. They recommend making a friendlier environment so that the customers can feel free to buy from it. Some respondents recommend making their webpage more attractive so that the buyers can easily be influenced. Some respondents recommend bringing variation in their collections.
3.3 Suggestions for further improvements to customer service, based on feedback.
Carphone Warehouse Ltd. is a British mobile phone retailer, with over 2,400 stores across Europe. It trades as Carphone Warehouse in the United Kingdom and Ireland, and as Phone House elsewhere. With customer satisfaction falling in retail, it can be tempting to make sweeping changes in Carphone warehouse stores. However, consistent minor improvements can have as big an impact as substantial changes. According to the survey a majority number of respondents recommend improving the environment of the Carphone Warehouse. They recommend making a friendlier environment so that the customers can feel free to buy from it. Some respondents recommend making their webpage more attractive so that the buyers can easily be influenced. Some respondents recommend bringing variation in their collections.
Carphone Warehouse should provide their customer with a friendly environment by improving its plans for customer satisfaction. Secondly, they should make their webpage more attractive. And finally, they should bring variation in their collection. They must have more types of mobile phones from around the world………………
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