Crown Institute BSBCUS501: Manage Quality Customer Service Project

This project, completed for the BSBCUS501 Manage Quality Customer Service course at Crown Institute, addresses customer service challenges faced by Ozhouse Clean. Part A focuses on a complex complaint briefing report, analyzing customer issues arising from group buying website usage, relevant legislation (Australian Consumer Law), and providing recommendations for improvement. This includes a briefing report to the General Manager. Part B involves conducting research on customer surveys, designing a customer survey, and analyzing the survey report. The project details the survey administration, findings, and recommendations, including an analysis of customer satisfaction, ease of doing business, and customer loyalty. The project also includes emails to the assessor and the team, summarizing the survey's purpose, administration, and findings, and recommending improvements. The project demonstrates an understanding of customer service principles and practices, and provides a comprehensive analysis of customer feedback.

Running Head: MANAGE QUALITY CUSTOMER SERVICE 1
BSBCUS501 Manage Quality
Customer Service
Assessment 2 – Project

MANAGE QUALITY CUSTOMER SERVICE 2
Table of Contents
Part A.........................................................................................................................................3
1. Complex complaint briefing report....................................................................................3
2. Email...................................................................................................................................4
3. Screen shot of folder and files............................................................................................4
Part B..........................................................................................................................................5
1. Conduct research................................................................................................................5
2. Customer survey.................................................................................................................6
3. Email to the assessor..........................................................................................................6
4. Customer Survey Report....................................................................................................7
5. Email to team......................................................................................................................8
6. Screen shot of folder and files............................................................................................9
References................................................................................................................................10
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Part A
1. Complex complaint briefing report
Ozhouse Clean post signing up with a number of groups buying website for increasing its
customers. However, there are a number of complaints hence this complex briefing report
analysing the legal situation have been developed.
a. Summary of the issues: Customers complaints have been increasing ever since the
organisation have signed up to a group buying website. Some of the complaints includes
customers unable being able to redeem their vouchers, claiming that they have been out of
date. The customer complaint also included long wait times to redeem their voucher and
customers needing to pay additional amount while redeeming their voucher.
b. Analysis of relevant legislation: Analysis of relevant legislation as per the Australian
Competition & Consumer Commission, reveals that such legislations have not been followed.
The customer complaint procedure had not been abided by and the organisation failed in
delivery of products and services as stated in the group website.
c. Issues with use of group buying web sites for businesses, including benefits and pitfalls:
Issues with use of group buying website is spoiling the brand name and losing out on some
crucial customer base. This will lead to the business not getting new direct customers as well
in the market. The benefits includes large influx of customers and the major pitfalls includes
customer dissatisfaction associated with the services provided by the organisation.
d. Recommendations: Recommended course of action includes responding to customers
regarding their compliant and resolving them as soon as possible. Also adopting monitoring
technique such that these problems does not repeat themselves.
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2. Email
Date: 8th February 2020
Dear Sir,
Subject: Meeting to discuss regulations and customer service strategy
I would like to enclose the complex briefing report regarding customer grievances taking
place within the organisation currently. This is in connection with the group sales website
that the company has entered into so as to attract increased number of customers towards the
company.
In order to discuss regarding the several customer complaints that are coming up with selling
of coupons on the website, the brand name of the company is on gradual decline. The
organisation needs to adopt certain complaint addressing procedure such that it is able to
overcome the challenges that are being faced while selling its coupons online.
I am attaching the briefing report for your pursual. Kindly review the same as soon as
possible.
Thanking You
Yours Faithfully
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3. Screen shot of folder and files
Part B
1. Conduct research
Findings from the internet in regards to real life customer surveys that are used by
business and their administration procedure has revealed a number of things (Sue, & Ritter,
2012). The best practices in regards to questionnaire designing and survey method and
frequency is determined as given below;
 The questions in the survey needs to be clearly stated and the wordings of the
questions needs to be simple. Since the goal is to reach out to maximum respondents,
each question needs to be clearly presented.
 The survey needs to include open-ended and close-ended questions but it is crucial to
know when which type of question should be used. Lengthy open-ended questions
might lead to ineffectiveness of the survey.
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 Questions that are difficult to interpret and might have subjective responses is best
avoided.
 The respondents characteristics needs to be known in detail prior to determination of
the questions.
2. Customer survey
Q 1. What is your name?
Q 2. What is your current occupation?
Q 3. How often do you use services of the organisation?
Q 4. How did you find the quality of service is of the organisation?
Q 5. Did you feel that the company was able to meet timelines while delivering services?
Q 6. How did you find the staff performance at the organisation?
Q 7. How did you find the cost of service at the organisation?
Q 8. Did you purchase coupon for service from the organisation on website?
Q 9. How likely are you to purchase the services from the organisation again?
Q 10. How likely are you to recommend our services to anyone?
3. Email to the assessor
Date: 09 February 2020
Dear Sir,
Subject: Outlining purpose of survey and recommendations for its administration
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I would like to enclose a survey for the purpose of understanding customer service
satisfaction for the services rendered by the organisation. The survey aims at understanding
level of customer satisfaction with the company. The survey conducts an in-depth analysis of
the several criteria’s that are associated with customer satisfaction. The survey will be
administered by means of circulating emails to customers of the organisation. The survey
questionnaires will be shared by means of Google forms. Once the customer fills-out the
forms, they will be submitted in an automatic manner in order to generate response for the
organisation.
The recommendation for the survey procedure will be in terms of email being sent to
customers. The research was conducted by means of primary data collection method, where
email based responses was used to collect data for the survey.
I am attaching the survey questionnaire for your pursual. Kindly review my request and
provide feedback as well as approval to move forward with the project.
Thanking You
Yours Faithfully
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4. Customer Survey Report
Analysing the customer survey report and collected data, there is obtained various facts
regarding the report. Post circulation of the customer survey questionnaire online, there have
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been generated various responses online. Almost 300 customers had received the survey
questionnaire by email and only 49 customers responded. The results includes;
 An analysis of the results against industry benchmarks for overall customer
satisfaction, ease of doing business and customer loyalty: The customer satisfaction
rate showed 26 totally satisfied customers with the industry average being 42%. This
implies that the customer satisfaction rate for the company is at 53%, which is higher
against the industry standards. Moreover, there was 18 people who were somewhat
satisfied and 4 being dissatisfied with 1 customer totally dissatisfied. The company
have successfully performed over the average limits set as per the industry standards.
Ease of doing business with Ozhouse Clean includes 20 being totally satisfied with
the industry average being at 47%. The company’s performance is at 42% which is
lagging behind the industry average rate, there were 19 customers who were
somewhat satisfied with the business, 8 being dissatisfied and 2 being totally
dissatisfied.
Customer loyalty with the company was at 42 people being totally satisfied and the
industry average being at 72%. This implies the customer loyalty is at 85.7% who
would come back to the organisation again for service. There were 6 people
somewhat satisfied, 1 dissatisfied and no people totally dissatisfied with the
company. Overall analysis of how the company is performing in terms of customer service: The
company has performed above expectations in terms of customer services being
provided. The company has successfully over achieved expectations in several
parameters and have been keeping up with performance metrics. Recommendations based on the customer survey conducted and your analysis: The
company can further enhance its performance benchmarks, if it tries to cater to the
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criteria’s in which it has been lagging for quite some time. Such criteria’s includes
ease of doing business.
5. Email to team
Date: 10th February 2020
Dear Sir,
Subject: Details of customer Survey Report
I would like to enclose the details of customer survey report and its findings thereof. I would
like to highlight that the company has been performing quite satisfactorily and meeting the
standards. The company can further enhance its overall performance if it decides upon and
includes policies and procedures as determined by its customer service reports.
I am attaching the customer survey report and its analysis for your pursual. Kindly review it
as soon as possible.
Thanking You
Yours Faithfully
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6. Screen shot of folder and files
References
Sue, V. M., & Ritter, L. A. (2012). Conducting online surveys. Sage.
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