A customer survey has been completed by sending out a one-off survey to 300 customers via email. 49 customers responded to the survey and the...

A customer survey has been completed by sending out a one-off survey to 300 customers via email.

49 customers responded to the survey and the findings are as follows:

Overall satisfaction with Ozhouse Clean services

§ 26 totally satisfied

§ 18 somewhat satisfied

§ 4 dissatisfied

§ 1 totally dissatisfied

Industry benchmarks show that the average number of customers who indicate that they are totally satisfied is 42%.

Ease of doing business with Ozhouse Clean

§ 20 totally satisfied

§ 19 somewhat satisfied

§ 8 dissatisfied

§ 2 totally dissatisfied

Industry benchmarks show that the average number of customers who indicate that they are totally satisfied with ease of business is 47%.

Customers who said they would use Ozhouse Clean Services again:

§ 42 totally satisfied

§ 6 somewhat satisfied

§ 1 dissatisfied

§ 0 totally dissatisfied

Industry benchmarks show that the average number of customers who indicate they would use services again is 72%.

Customers who said they would recommend Ozhouse Clean to others

§ 38 totally satisfied

§ 8 somewhat satisfied

§ 3 dissatisfied

§ 0 totally dissatisfied

Industry benchmarks show that the average number of customers who indicate that they would recommend the company to others is 63%.

Other comments made in response to question inviting customer suggestions:

§ Cleaning staff great, but phone service a bit average

§ Customer service staff could do with a bit more knowledge about products sold by the company, good on services knowledge but not on products

§ Optional extras such as ironing would be great as an add-on service.

Complete the following activities:

Review the scenario information and analyse the results of the survey as follows:
An analysis of the results against industry benchmarks for overall customer satisfaction, ease of doing business and customer loyalty.
Your overall analysis of how the company is performing in terms of customer service.
Develop a short briefing report (1- 2 page) to discuss the results of your analysis. Your briefing report should include:
An analysis of the results. You should convert the numerical findings into bar charts that clearly shows the results of the survey and in percentages.
Your recommendations based on the customer survey conducted and your analysis.
When you have completed your report, upload your word document.

Create appropriate folder within the folders you have already set up for all assessment tasks and provide a screenshot to your assessor.