Quality Customer Service - Feedback Components, Investigating Needs, Feedback Model, Consumer Preference, Priority Chart, Implementation Plan, Bibliography

This presentation covers the various components of feedback for quality customer service, including investigating needs through surveys, focus groups, and market research, as well as a feedback model and consumer preference analysis. It also includes a priority chart and implementation plan. Bibliography included.

Quality Customer
Service
Activity 1A

Feedback components
• Shopping motivations
• Shopping methods
• Purchasing habits
• Perception about the
organization

Investigating needs
•Surveys
•Focus groups
•Market research
•Brand testing
•Price testing
•Social media monitoring

Feedback Model
• Delivery efficiency
• Shopping preference
• Hold/queue time
• Consumer service interaction
• Price sensivity

Feedback Report
Brand value
Price sensitivity
Consumer service
Promotional activity
Substitution
Delivery quality
0
20
40
60
80
100
120
140
160
Respondents

Consumer preference
Promotions
Price Range
Delivery
Varity
Availibility
Brand
0
20
40
60
80
100
120
140
Respondents

Priority chart
Price
Flexibilit
y
Delivery
quality
Product
availabili
ty
Marketi
ng and
Promoti
on

Implementation plan

Bibliography
Cantallops, A.S. and Salvi, F., 2014. New consumer
behavior: A review of research on eWOM and
hotels. International Journal of Hospitality
Management, 36, pp.41-51.
Cromie, S., Liston, P., Ross, D., Corrigan, S., Vani, L., Lynch,
D., Demosthenous, S., Leva, C., Kay, A. and
Demosthenousb, V., 2013. Human and organisational
factors training as a risk management strategy in an
aviation maintenance company. CHEMICAL
ENGINEERING, 33.
Goh, K.Y., Heng, C.S. and Lin, Z., 2013. Social media brand
community and consumer behavior: Quantifying the
relative impact of user-and marketer-generated