TASK SUMMARY: There are two parts to this task: In Part A you must develop a customer survey; and in Part B you are required to analyse the results...

TASK SUMMARY:

There are two parts to this task: In Part A you must develop a customer survey; and in Part B you are required to analyse the results of a customer survey.

What do I need in order to complete assessment?

Computer with Microsoft Office (or similar program)
Access to the internet for research.

When do I do the task?

You will do the task in the classroom or as homework - your assessor will advise.
Write in the due date as advised by your assessor: ____

What do I need to submit?

Completed customer survey (Part A)(uploaded)
Customer survey analysis (Part B) (uploaded)
Screen shot of all files in appropriate folders (Part A and B) (uploaded).

What do I need to do if I get something wrong?

If your assessor sees that you have not completed all parts of the task completely and satisfactorily, the details of resubmission will be discussed with you along with feedback from your assessor. You will only need to redo the parts of the task that are incorrect, however you will need to resubmit the entire assessment again.

INSTRUCTIONS

PART A - DESIGN A CUSTOMER SURVEY

Based on the customer service issues identified as a result of the customer complaints issue, Ozhouse Clean has decided to be proactive and identify customer needs through use of a feedback survey. Your task is to develop a customer survey that addresses customers' satisfaction with Ozhouse Clean services, as well as quality of service, ability to meet timelines, staff performance and cost of services and any other factors you consider relevant.

Complete the following activities:

Conduct research

Research real life customer surveys used by businesses using the Internet, as well as how these surveys are administered (eg on-line) and how often.
Identify best practices in customer surveys in regards to questionnaire design and survey method and frequency. Make notes on your findings.

Develop a customer survey

Based on the areas identified in the task instructions (ie quality of service, ability to meet timelines, staff performance and cost of services), develop a customer survey. Your survey should include at least 10 questions. You may also include rating criteria for customer to rate their responses.
Upload the customer survey. At the beginning of your document make sure you briefly outline the purpose of the survey and include your recommendations on how often the survey should be administered and by what method based on the research you undertook. You should include a clear rationale for your recommendations.

You need to ensure your survey is:

Typed and written in clear and concise English
Developed according to the instructions above.