Optimisation of Customer Engagement Operations in Business Processes

The process of data collection would include the flow chart as follows: Discounts and Special Offers Menu Related News Personalized Message General Content Forums to Provide Feedback INPUT OUTPUT Figure: Benchmark Flow Chart for the improvement process (Source: As created by the author) The flow chart explains the process of input and output scenario with these principles henceforth, the customers makes an input to the eat food outside (entice) with a decision of choosing a restaurant and ordering the food (enter), further following the process

Running head: OPTIMISE CUSTOMER ENGAGEMENT OPERATIONS
Optimise Customer Engagement Operations
Name of Student:
Name of University:
Author’s Note:

1
OPTIMISE CUSTOMER ENGAGEMENT OPERATIONS
Table of Contents
Task 2- Business Process Review and Benchmark Comparison.....................................................2
List of Appendix..............................................................................................................................9

2
OPTIMISE CUSTOMER ENGAGEMENT OPERATIONS
Discounts and
Special Offers
Menu Related News
Personalized
Message
General Content
Forums to Provide
Feedback
INPUT OUTPUT
Task 2- Business Process Review and Benchmark Comparison
This aspect of the report has been discerned with the Coffeeville which is recognised to
serve certified fair trade coffee. CoffeeVille founded in 2009 is recognised to provide quality
products to the busy city population in the United States. Coffeeville is seen to source local
ingredients and products. The business insights has been based on five main criteria’s such
discounts/ special offers, menu related news, personalized message, general content and a forum
to provide feedback.
The process of data collection would include the flow chart as follows:
Figure: Flow Chart for the improvement process

3
OPTIMISE CUSTOMER ENGAGEMENT OPERATIONS(Source: As created by the author)
The flow chart explains the process of input and output scenario with these principles
henceforth, the customers makes an input to the eat food outside (entice) with a decision of
choosing a restaurant and ordering the food (enter), further following the process of eating the
food and payment (engage), the phase of payment (exit) and later engages in 5 different
principles (extend). These principles have been initiated to continue the upcoming service/ next
visit of the customers. Hence, the output process is dealt with the services offered to the
customers in terms of discount and special offers, menu related news personalised message and
feedback forums.
In order to know about Food Service business and customer engagement of Coffeeville a
survey has been conducted with 50 regular customers. The questionnaire for the survey is given
below as follows:
Survey Form
Survey on “Food Service business and customer engagment of Coffeeville "
We appreciate your willingness to participate in the survey
Name:

4
OPTIMISE CUSTOMER ENGAGEMENT OPERATIONS
Question Please tick on the appropriate box
2 1
Gender Male Female
5 4 3 2 1
Age >15 15-20 21-25 26-32 <32
2 1
Country of origin United States Others
5 4 3 2 1
Employment Status Still Student Self
Employed
Employed
Under
Company
Business Other
5 4 3 2 1
1. How satisfied are
you with the
discounts and special
offers?
Not Satisfied Neutral Somehow
Satisfied
Moderatel
y Satisfied
Highly
Satisfied
5 4 3 2 1
2. Coffeeville is
consistent with
publishing menu
related news?
Few times a
year Never Monthly Weekly 2-6 times in a
week
5 4 3 2 1

5
OPTIMISE CUSTOMER ENGAGEMENT OPERATIONS3. How satisfied are
you with the
personalized
message?
Not Satisfied Neutral Somehow
Satisfied
Moderatel
y Satisfied
Highly
Satisfied
5 4 3 2 1
4. How satisfied are
you with the general
content? Not Satisfied Neutral Somehow
Satisfied
Moderatel
y Satisfied
Highly
Satisfied
5 4 3 2 1
5. How satisfied are
you with forum to
provide the
feedback?
Not Satisfied Neutral Somehow
Satisfied
Moderatel
y Satisfied
Highly
Satisfied
Not Satisfied
Neutral
Somehow Satisfied
Moderately Satisfied
Highly Satisfied
0% 10% 20% 30% 40% 50% 60% 70% 80% 90%
1%
7%
6%
6%
80%
1. Satisfaction with discounts and special offer

6
OPTIMISE CUSTOMER ENGAGEMENT OPERATIONS
Few times a year
Never
Monthly
Weekly
2-6 times in a week
0% 5% 10% 15% 20% 25% 30% 35% 40%
6%
17%
19%
22%
36%
2. Consistentcy with publishing menu related news

7
OPTIMISE CUSTOMER ENGAGEMENT OPERATIONS
Not Satisfied
Neutral
Somehow Satisfied
Moderately Satisfied
Highly Satisfied
0% 5% 10% 15% 20% 25% 30% 35% 40%
15%
18%
20%
13%
34%
3. Satisfaction with personalised message
Not Satisfied
Moderately Satisfied
Somehow Satisfied
Moderately Satisfied
Highly Satisfied
0% 5% 10% 15% 20% 25% 30% 35%
15%
17%
18%
29%
21%
4. Satisfaction with General content

8
OPTIMISE CUSTOMER ENGAGEMENT OPERATIONS
Not Satisfied
Moderately Satisfied
Somehow Satisfied
Moderately Satisfied
Highly Satisfied
0% 5% 10% 15% 20% 25% 30%
12%
28%
23%
13%
12%
5. Satisfaction with feedback form
The responses have been analysed on the secondary data on the four principles apt for the
Food Service business and customer engagement of Coffeeville. Also, as per the benchmarking
has been done on the five principles depicting the numerical coherence to be made. Here, the
benchmarking has been highlighted with the “Highly Satisfied” responses from the five
principles and so forth the related results had been calculated below showing a summary of
responses on the customer’s view.
Summary of Responses with Benchmarking

9
OPTIMISE CUSTOMER ENGAGEMENT OPERATIONS
This shows that the maximum responses on the secondary data are on discounts and
special offers as the customers always look for this option comes out to be 80%. Followed by
menu related message (36%) and personalised message (34%). However, least preference has
been given to the customer feedback forums which are 12% of the total highly satisfied
responses.
Statistical Methods
The application of the statistical data has been identified with different statistical
methods. One such method is correlation analysis.
Satisfaction
with
discounts
and special
offer
Consistency
with
publishing
menu related
news
Satisfaction
with
personalised
message
Satisfaction
with General
content
Satisfaction
with
feedback
form
Satisfaction
with discounts
and special offer
1
Consistency - 1

10
OPTIMISE CUSTOMER ENGAGEMENT OPERATIONSwith publishing
menu related
news
0.01678776
Satisfaction
with
personalised
message
0.16581165 0.029413238 1
Satisfaction
with General
content
-
0.06721705
0.019515256 -0.079783607 1
Satisfaction
with feedback
form
-
0.14031719
0.382749422 -0.089246659 0.034533622 1
The highest correlation has been identified with forum to provide the feedback (Question
5) and consistency with consistent with publishing menu related news (Question 2) (r = 0.38) at
95% level. Secondly, the indirect and negative correlation is observed between publishing menu
related news (Question 2) and special discount and offers (Question 1) (r = -0.0167). This has
been evident that the results between the principles have been highlighted.
Secondly, t- test has been used in analysing the relationship between the highest
correlated principles that is Consistency with publishing menu related news with feedback form.
The results have been given as:
Satisfaction with feedback
form
Consistency with publishing menu
related news
Mean 3.03 2.35
Variance 1.504141414 1.664141414
Observations 100 100
Pooled Variance 1.584141414
Hypothesized Mean
Difference 0
df 198
t Stat 3.82029536
P(T<=t) one-tail 8.9172E-05
t Critical one-tail 1.652585784

11
OPTIMISE CUSTOMER ENGAGEMENT OPERATIONSP(T<=t) two-tail 0.000178344
t Critical two-tail 1.972017432
The t test results show that the results are significantly valid under the head of Two-
Sample Assuming Equal Variances. The calculated t value came out to be as 3.82 which are
greater than the critical t value at 1.96 for the two tailed test. The results termed to be
significantly valid.
Although, the frequency shows that the results have been highest in discounts and special
offers. However, as per the statistical analysis the two combinations of principles for food and
beverage operation would be fruitful will be publishing menu related news with feedback form.

12
OPTIMISE CUSTOMER ENGAGEMENT OPERATIONS
List of Appendix
Survey Response Sheet
Question
No. 1
Question
No. 2
Question
No. 3
Question
No. 4
Question
No. 5
Re 1 1 Re 1 1 Re 1 5 Re 1 1 Re 1 3
Re 2 1 Re 2 1 Re 2 3 Re 2 4 Re 2 3
Re 3 1 Re 3 1 Re 3 2 Re 3 1 Re 3 2
Re 4 1 Re 4 3 Re 4 3 Re 4 4 Re 4 3
Re 5 1 Re 5 4 Re 5 3 Re 5 2 Re 5 4
Re 6 1 Re 6 2 Re 6 3 Re 6 2 Re 6 2
Re7 1 Re7 4 Re7 2 Re7 4 Re7 4
Re8 4 Re8 3 Re8 4 Re8 4 Re8 3
Re 9 1 Re 9 2 Re 9 4 Re 9 1 Re 9 2
Re 10 4 Re 10 1 Re 10 3 Re 10 1 Re 10 1
Re 11 1 Re 11 5 Re 11 5 Re 11 1 Re 11 5
Re 12 1 Re 12 4 Re 12 3 Re 12 2 Re 12 4
Re 13 1 Re 13 1 Re 13 5 Re 13 2 Re 13 1
Re 14 1 Re 14 5 Re 14 5 Re 14 2 Re 14 5
Re 15 1 Re 15 2 Re 15 3 Re 15 5 Re 15 2
Re 16 1 Re 16 4 Re 16 2 Re 16 4 Re 16 4
Re 17 1 Re 17 2 Re 17 1 Re 17 1 Re 17 2
Re 18 1 Re 18 3 Re 18 5 Re 18 4 Re 18 3
Re 19 1 Re 19 1 Re 19 3 Re 19 4 Re 19 1
Re 20 1 Re 20 3 Re 20 4 Re 20 3 Re 20 3
Re 21 3 Re 21 2 Re 21 1 Re 21 1 Re 21 2
Re 22 1 Re 22 4 Re 22 5 Re 22 2 Re 22 4
Re 23 1 Re 23 4 Re 23 4 Re 23 4 Re 23 4
Re 24 1 Re 24 2 Re 24 3 Re 24 2 Re 24 2
Re 25 3 Re 25 2 Re 25 5 Re 25 5 Re 25 2
Re 26 2 Re 26 2 Re 26 4 Re 26 2 Re 26 2
Re 27 1 Re 27 2 Re 27 5 Re 27 2 Re 27 2
Re 28 1 Re 28 1 Re 28 4 Re 28 2 Re 28 2
Re 29 4 Re 29 2 Re 29 3 Re 29 2 Re 29 2
Re 30 2 Re 30 1 Re 30 1 Re 30 2 Re 30 1
Re 31 1 Re 31 2 Re 31 3 Re 31 2 Re 31 2
Re 32 1 Re 32 4 Re 32 1 Re 32 3 Re 32 4
Re 33 4 Re 33 5 Re 33 5 Re 33 4 Re 33 5
Re 34 1 Re 34 3 Re 34 1 Re 34 1 Re 34 3
Re 35 1 Re 35 3 Re 35 3 Re 35 4 Re 35 3

13
OPTIMISE CUSTOMER ENGAGEMENT OPERATIONS
Re 36 2 Re 36 1 Re 36 5 Re 36 2 Re 36 1
Re 37 2 Re 37 1 Re 37 2 Re 37 1 Re 37 4
Re 38 1 Re 38 1 Re 38 1 Re 38 4 Re 38 5
Re 39 4 Re 39 1 Re 39 3 Re 39 2 Re 39 4
Re 40 1 Re 40 1 Re 40 1 Re 40 1 Re 40 1
Re 41 4 Re 41 1 Re 41 3 Re 41 2 Re 41 1
Re 42 1 Re 42 3 Re 42 4 Re 42 1 Re 42 3
Re 43 1 Re 43 4 Re 43 1 Re 43 1 Re 43 4
Re 44 1 Re 44 3 Re 44 3 Re 44 1 Re 44 3
Re 45 1 Re 45 4 Re 45 1 Re 45 1 Re 45 4
Re 46 1 Re 46 4 Re 46 1 Re 46 1 Re 46 4
Re 47 1 Re 47 3 Re 47 1 Re 47 2 Re 47 3
Re 48 1 Re 48 3 Re 48 5 Re 48 1 Re 48 3
Re 49 1 Re 49 5 Re 49 2 Re 49 3 Re 49 5
Re 50 4 Re 50 5 Re 50 5 Re 50 2 Re 50 5
Re 51 1 Re 51 4 Re 51 2 Re 51 1 Re 51 4
Re 52 1 Re 52 2 Re 52 1 Re 52 3 Re 52 2
Re 53 1 Re 53 3 Re 53 1 Re 53 4 Re 53 3
Re 54 2 Re 54 3 Re 54 1 Re 54 4 Re 54 3
Re 55 1 Re 55 1 Re 55 4 Re 55 5 Re 55 2
Re 56 1 Re 56 4 Re 56 4 Re 56 3 Re 56 4
Re 57 1 Re 57 1 Re 57 4 Re 57 5 Re 57 1
Re 58 1 Re 58 4 Re 58 2 Re 58 5 Re 58 4
Re 59 1 Re 59 1 Re 59 1 Re 59 3 Re 59 5
Re 60 1 Re 60 4 Re 60 2 Re 60 3 Re 60 4
Re 61 3 Re 61 3 Re 61 4 Re 61 1 Re 61 3
Re 62 5 Re 62 3 Re 62 1 Re 62 5 Re 62 3
Re 63 3 Re 63 2 Re 63 5 Re 63 1 Re 63 2
Re 64 1 Re 64 2 Re 64 2 Re 64 2 Re 64 2
Re 65 3 Re 65 1 Re 65 2 Re 65 2 Re 65 1
Re 66 1 Re 66 1 Re 66 1 Re 66 1 Re 66 4
Re 67 1 Re 67 2 Re 67 4 Re 67 4 Re 67 2
Re 68 1 Re 68 2 Re 68 2 Re 68 3 Re 68 2
Re 69 1 Re 69 1 Re 69 1 Re 69 1 Re 69 4
Re 70 1 Re 70 1 Re 70 3 Re 70 3 Re 70 5
Re 71 1 Re 71 2 Re 71 5 Re 71 5 Re 71 2
Re 72 1 Re 72 1 Re 72 1 Re 72 5 Re 72 5
Re 73 1 Re 73 2 Re 73 1 Re 73 2 Re 73 2
Re 74 1 Re 74 3 Re 74 1 Re 74 5 Re 74 3
Re 75 3 Re 75 2 Re 75 3 Re 75 2 Re 75 2
Re 76 1 Re 76 1 Re 76 5 Re 76 3 Re 76 3

14
OPTIMISE CUSTOMER ENGAGEMENT OPERATIONS
Re 77 1 Re 77 1 Re 77 4 Re 77 2 Re 77 5
Re 78 1 Re 78 3 Re 78 4 Re 78 2 Re 78 3
Re 79 1 Re 79 3 Re 79 1 Re 79 5 Re 79 3
Re 80 1 Re 80 1 Re 80 4 Re 80 5 Re 80 3
Re 81 1 Re 81 1 Re 81 1 Re 81 5 Re 81 4
Re 82 1 Re 82 3 Re 82 4 Re 82 3 Re 82 3
Re 83 1 Re 83 3 Re 83 2 Re 83 3 Re 83 3
Re 84 1 Re 84 1 Re 84 4 Re 84 2 Re 84 5
Re 85 1 Re 85 1 Re 85 3 Re 85 3 Re 85 4
Re 86 1 Re 86 2 Re 86 1 Re 86 5 Re 86 2
Re 87 1 Re 87 4 Re 87 1 Re 87 5 Re 87 4
Re 88 1 Re 88 1 Re 88 3 Re 88 2 Re 88 4
Re 89 1 Re 89 2 Re 89 2 Re 89 3 Re 89 2
Re 90 2 Re 90 1 Re 90 3 Re 90 4 Re 90 4
Re 91 1 Re 91 5 Re 91 1 Re 91 4 Re 91 4
Re 92 1 Re 92 1 Re 92 1 Re 92 3 Re 92 5
Re 93 1 Re 93 1 Re 93 4 Re 93 3 Re 93 1
Re 94 1 Re 94 1 Re 94 1 Re 94 3 Re 94 1
Re 95 1 Re 95 4 Re 95 1 Re 95 3 Re 95 1
Re 96 1 Re 96 1 Re 96 1 Re 96 4 Re 96 4
Re 97 1 Re 97 2 Re 97 1 Re 97 5 Re 97 2
Re 98 1 Re 98 1 Re 98 1 Re 98 2 Re 98 4
Re 99 1 Re 99 4 Re 99 1 Re 99 2 Re 99 4
Re 100 1 Re 100 1 Re 100 1 Re 100 2 Re 100 4
Parameter
Res
ult Parameter
Res
ult Parameter
Res
ult Parameter
Res
ult Parameter
Res
ult
Not
Satisfied 1%
Few times
a year 6%
Not
Satisfied
15
%
Not
Satisfied
15
%
Not
Satisfied
12
%
Neutral 7% Never 17
% Neutral 18
%
Moderatel
y Satisfied
17
%
Moderatel
y Satisfied
28
%
Somehow
Satisfied 6%
Monthly 19
%
Somehow
Satisfied 20
%
Somehow
Satisfied 18
%
Somehow
Satisfied 23
%
Moderatel
y Satisfied 6%
Weekly 22
%
Moderatel
y Satisfied 13
%
Moderatel
y Satisfied 29
%
Moderatel
y Satisfied 13
%
Highly
Satisfied
80
%
2-6 times
in a week
36
%
Highly
Satisfied
34
%
Highly
Satisfied
21
%
Highly
Satisfied
12
%

15
OPTIMISE CUSTOMER ENGAGEMENT OPERATIONS