Professional Year Report: Analysis of Customer Complaints Data

This report analyzes customer complaints data collected over a year, focusing on product and service issues. The study identifies key staff members receiving complaints, analyzes data through graphs, and recommends improvements in monitoring, data storage, and security. The report highlights the impact of data on the company, emphasizing the need to address consumer satisfaction. Recommendations include enhancing product development, improving supply chain management, and recruiting capable staff to handle customer issues effectively. The analysis underscores the importance of data-driven decision-making for business success and brand value. The report concludes with a focus on improving customer satisfaction and data security.

1Running head: PROFESSIONAL YEAR
Professional Year
Author’s Name
Institutional Affiliation

2PROFESSIONAL YEAR
Professional Year
Introduction
The consumer can be considered as a major character in any business because the success
of a business completely depends on customer satisfaction. By resolving the consumer
complaints an organization can develop its performance within the market (Biesok & Wróbel,
2017). This study mainly focuses on customer complaints on the product and service in an
organization. Based on the one-year data, a quantitative analysis has been conducted in the study,
wherein primary data associated with the consumer complaints has been taken into
consideration. Based on the data and its result, proper monitoring and data security process have
been elaborated in this study.
Analysis of the Scenario
Based on the scenario, it has been found that various customers have mentioned about
their complaints on the products and the organizational service within the market. The company
provided responsibility to the three staff members in order to receive the complaints from the
consumers. These staff comprises Kasyme (K), Raquel (R) and Basel (B), who collects the
complaints for the period of one year. During this period the company has to understand the
market issue associated with the business. The managers also indicate two key activities i.e.
product (P) and service (S). Based on the data, a total of 137 complaints have been received by
the company.
Impact of the Data on the Company
The collected data depicts the consumer complaints associated with the product and
services. Hence, the company faces a major issue in their product delivery, because all the issues
took place after the product delivery. Most importantly, the data reflects that the section of Basel
received the majority of the complaints associated with the product and service. Hence, the data
has a huge impact on the company because the higher authorities are able to signify the issue and
its source. Through the data, the managers can easily monitor the process of product delivery on
a specific area or place. The brand value, as well as consumer satisfaction, has increased within
the market, which can be considered as the major impact of the data on the company.

3PROFESSIONAL YEAR
Data Analysis Method
The quantitative research process has been followed in this study. The primary data of the
consumers for the period of one year has been taken into due consideration. There are primarily
three business areas, which have been considered in order to resolve the issue pertaining to the
products and its services. The primary data of each day and its analysis has been evaluated in the
next section of the study.
Graphical Representation
Based on the data, a proper graph and charts have been prepared depicting the complaints
received every day in a week. In addition, the total complaints received each day have also been
reflected in this section of the study. The graphs have thus been reflected below:
Mon
17%
Tue
15%
Wed
17%
Thu
12%
Fri
14%
Sat
11%
Sun
14%
Total Complaints within the Year
Figure 1: Total Complaints within the Year (Day Wise)

4PROFESSIONAL YEAR
0
0.5
1
1.5
2
2.5
3
3.5
4
4.5
5
K R B P S PB PK BP BB PS
B
SB BR BS RS RB SP RP
Mon 0 5 4 3 3 5 0 1 0 0 2 0 1 0 0 0 0
Mon
Figure 2: Complaints on Monday
K R B P S PB PK BP BB PSB SB BR BS RS RB SP RP
Tue 0 2 2 5 4 2 0 1 1 0 1 1 0 1 0 0 0
0
1
2
3
4
5
6
Tue
Figure 3: Complaints on Tuesday
K R B P S PB PK BP BB PSB SB BR BS RS RB SP RP
Wed 4 2 3 5 2 3 0 0 0 0 2 0 1 1 1 0 0
0
1
2
3
4
5
6
Wed
Figure 4: Complaints on Wednesday

5PROFESSIONAL YEAR
0
1
2
3
4
5
6
K R B P S PB PK BP BB PS
B
SB BR BS RS RB SP RP
Thu 3 3 0 3 6 0 0 0 0 0 0 0 0 0 0 0 1
Thu
Figure 5: Complaints on Thursday
0
0.5
1
1.5
2
2.5
3
3.5
4
4.5
5
K R B P S PB PK BP BB PS
B
SB BR BS RS RB SP RP
Fri 5 3 0 5 3 0 1 0 0 0 0 0 0 0 0 2 0
Fri
Figure 6: Complaints on Friday
0
0.5
1
1.5
2
2.5
3
3.5
4
K R B P S PB PK BP BB PS
B
SB BR BS RS RB SP RP
Sat 1 0 3 4 0 3 0 1 1 1 1 0 0 0 0 0 0
Sat
Figure 7: Complaints on Saturday

6PROFESSIONAL YEAR
K R B P S PB PK BP BB PSB SB BR BS RS RB SP RP
Sun 5 0 6 2 0 2 1 0 0 0 3 0 0 0 0 0 0
0
1
2
3
4
5
6
7
Sun
Figure 8: Complaints on Sunday
Monitoring Process Development
Based on the above-reflected data, it has been found that the company needs to focus on
their products and services so that they can create a proper product impression within the market.
Monitoring is one of the major aspects, which can be use for resolving the issue at the earliest.
The company needs to focus on consumer expectation towards the product and the service. The
graphs thus represent that the Basel has received the highest numbers of complaints within the
market. Hence, the consumer degree of satisfaction has to be analyzed, based on the area, which
has been controlled by Basel. Based on the result, the company needs to take a decision and use
the hidden opportunity to satisfy its customers (Farrugia, 2011).
Data Storage and its Operations
The collected data can be considered as a major asset for the company because it assists
in making the required decision for the market. A similar situation may arrive in the future as a
result of low monitoring in their work process in a particular sector. This data can prove to be
immensely important for the marketing as well as human reassure department of the company
because the recruitment of the required individual and their decision-making ability is the first
priority to resolve any future issue within the market.
Data Security
The company needs to implement a new information system, wherein they can easily
save the data in the cloud storage. It can provide high-level security towards the data, which

7PROFESSIONAL YEAR
other companies, as well as individuals, cannot access without the permission of the
organizational authority.
Updating Policy and Procedures
In relation to this research process, the qualitative data of the existing market and data of
the competitors have not been covered. In addition, the security process has also not been
described in this research study. The company may receive a proper opportunity to develop their
data if they implement cloud server in their organization. Through the cloud installation process,
the key authorities will receive specific id and passwords, which will help them to access data as
per their need. Only the head of the managers can access this storage service, which helps them
to update the data based on the market and its changes.
Conclusion
To conclude, the consumer of Basel is considered to possess the highest complaints. The
product and service have a major issue in the area, which has been operated by the team of Basel.
However, the company received complaints in Kasyme and Raquel. Hence, the company needs
to focus on product to develop its business in the market. The managers of the company need to
provide the highest priority to consumer satisfaction in order to operate the business well in the
existing market.
Recommendations
Based on the scenario, it can be recommended that the company needs to develop the
product for the purpose of enhancing consumer satisfaction. In addition, the company needs to
focus on its supply chain management system to improve product service in the market. Most
importantly, the company has to recruit capable staff members to handle the situation in an
effective manner. These processes will further lead the company towards market success. At the
same time, consumer satisfaction can increase, which might in turn, create a proper brand value
in the existing market of the company.

8PROFESSIONAL YEAR
References
Biesok, G. & Wróbel, J.W. (2017). Customer Satisfaction — Meaning and Methods of
Measuring. Chapter II, 23-41.
Farrugia, F. (2011). Monitoring Customer Satisfaction. Executive Business Journal, 31, 1-4.