Customer Satisfaction: Data Analysis and Recommendations

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CUSTOMER SATISFACTION
Name of the Student
Name of the University
Author’s Note

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Table of Contents
Introduction......................................................................................................................................2
Data Presentation.............................................................................................................................2
Q.1...................................................................................................................................................2
Q.2...................................................................................................................................................3
Q.3...................................................................................................................................................4
Q.4...................................................................................................................................................4
Q.5...................................................................................................................................................5
Q.6...................................................................................................................................................6
Q.7...................................................................................................................................................7
Q.8...................................................................................................................................................7
References........................................................................................................................................9
Appendix........................................................................................................................................10

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Introduction
An annual data regarding customer complaints is being gather by the organization.
Managerial initiatives has been taken to understand the skill levels of providing customer service
by the organization to the potential consumers and to provide solution to the problem that exist
due to which customer satisfaction is not getting fully maximized (Xiang et al., 2015). Effective
customer grievance management necessitates to implementation of efficient data analysis and
interpretation of the analysis towards pragmatic recommendations to enhance the skill levels of
providing customer services in an optimized manner.
Data Presentation
Effective data analysis will help in understanding the prevailing gap with the customer
satisfaction and the customer service that is being rendered to them. To ensure that the customer
grievances are effectively handled based on their feedback it is important to process and direct
the accumulated data towards meaningful information.
Q.1
From the data presentation it is been seen that there exists lots of reason to effective
analyze the data and interpret the findings in order to resolve the issue regarding the customer
complaints. To delve into the data and to process it in the form off appropriate information that
will reveal the accurate reasons for customer grievances, it is essential to rejuvenate the
parametric factors that are directly or indirectly influencing the business process. It is been found
that among the key staffs namely, Kasyme, Raquel and Basel the most number of customer
complaints came regarding Basel followed by Kasyme and Raquel in descending order. Based on

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the scenario that is been provided, their exist issues with all the entities that are related with the
organization.
Q.2
Apart from that the external service provider have lesser frequency of the customer
complaint where it is been found that the data reflects the fact regarding external service provider
who have accused by the customers and are listed in customer complaint list has a number of 32
cases. Moreover, product related issues are there since nearly 52 cases are been found throughout
the year regarding products and services from the consumers and are enlisted in the customer
complaints database. From individual perspective it is been seen that there exists majorly product
related problems from the organization towards their target consumer base. 52 cases in 52 weeks
is a matter of concern for the organization. Apart from that there exists issues with Basel as 50
complaints have been enlisted upon Basel. However, the complaints with Kasyme and Raquel
are much less. As it is been seen that the number of complaints that are been registered upon
Raquel and Kasyme are 19 and 20 only. Apart from that moderate level of complaints are also
found to get enlisted regarding external service providers. So the data analysis reveals that there
exists necessity to train Basel more in order to lessen the number of mistakes from his side being
a representative of the company. Apart from that the external service providers should be
communicated and the issues that is arising should be monitored. Finally and most important
there exists importance regarding resolving the product related issues. It is important that the
customer demands should be clearly understood. Customers wants should be clearly evaluated
and the gap between customer demand and what is been rendered by the company should be
effectively evaluated. It is crucial to interpret the information that the data are being reflecting in
order to understand where their willingness to pay and ability to pay of the customer are facing