Final Report: Analysis of Customer Complaints for Megan Mechanical Ltd

This report presents an analysis of customer complaints recorded by Megan Mechanical Ltd over a 12-month period. The study, conducted using MS Excel, categorized complaints based on product issues, external service providers, and staff performance. The analysis revealed that staff-related com...Read More

FINAL REPORT 1
Student Name 28/09/2017

FINAL REPORT 2
Final Report
Introduction
To comply with the organization’s, need to offer quality services to the clients, Megan
Mechanical Ltd recorded weekly customer complaints over a period of 12 months. These
complaints were classified based on their direction towards the product offered, external
service provider and the staff of the company. Through the manager's instruction, I was
tasked with analysis of the data and computation of the findings which will assist the firm in
its activities.
The data were analyzed by use of MS Excel, each complaint from a consumer was recorded
quantitatively on a weekly basis. Afterwards, descriptive statistics were obtained from the
data (Nick, 2007).
Data Analysis and Reporting
Based on the analysis obtained from the data provided, it was observed that most of the
complaints from the customers were regarding our staff. Basel is the most affected
experiencing up to 4 complaints in a single week. His mean complaints per week which are
1.86 is higher than the overall staff mean which is 1.80. on a weekly basis, there is at least
one complaint regarding either of the staff members (Trochim, 2006).
The complaint from the products is also experienced at least one in a week the average is
higher than the complaint being derived from services offered by an external provider. The
data obtained indicate that the maximum number of complaints directed to the external
service provider is 2 a number which is below the maximum of 3 complaints recorded for the
product, the staff complaint leads with a maximum of 5 complaints having been seen in a
single week (Westbrook, 1991).
The 12 months period recorded a total of 94 complaints directed towards the company staff,
53 directed to the product offered and 34 customers having issues with external providers.
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Among the complaints directed towards the staff Basel alone contributes 54 which is a sign
of great incompetency on the part of the staff (Wirtz & Chung Lee, 2003).
This data will be effective in assisting the firm to mend some of the points which are
weakening the competitiveness of the organization in terms of consumer satisfaction. This
will be a vital tool in the marketing department quest to improve the company sales (Fornell,
2010).
Graphical analysis
Figure1
product external provider total staff
0
10
20
30
40
50
60
70
80
90
100
Complaint graph
Figure 2
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Conclusion
Based on the research findings there are indications that the staff disciplinary policies are not
effective and may need adjustments. The number of complaints directed towards the staff has
touched on the human resource department and it, therefore, advised that the head of the
department take necessary measures to try to minimise the customer staff issues.
Also, the criteria our firm use before directing clients to other service providers should be
reviewed. The number of complaints being directed to the external service provider is a sign
that the companies we are directing our clients to have failed to attend to them efficiently.
Therefore, the organization marketing department should review and vet the companies
before forwarding our customers to them (OnSphere Corporation, 2011).
This information touched on the performance of the staff, therefore, to avoid creating
discomfort and conflicts among the employees it will be appropriate that it's kept under
confidential documents. For security purposes, this data should be kept under restricted
documents and access only made under the instruction of the head of the human resource
department (McCarthy, 1964).
Student Name 28/09/2017
Kasyme Raquel Basel
0
10
20
30
40
50
60
Staff complaint

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Recommendation
For intellectual property, the document should be prepared with a stamp of the company logo
in it. In addition, there should be a copyright triggered as an afoot note on the document so
that its evident that it is the property of the organization.
It recommended that the firm set up a customer suggestion box where consumers could air
their concern. The human resource and the marketing department head should solely be
responsible for the box and ensure the identities and complaints by the consumers are kept
according to the confidential standards.
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References
Fornell, C. R. R. a. M. D., 2010. The Effect of Customer Satisfaction on Consumer Spending
Growth. Journal of Marketing Research, 47((1), pp. 28-35.
McCarthy, J. E., 1964. Basic Marketing. A Managerial Approach, IL: Irwin: Homewood.
Nick, T. G., 2007. Descriptive Statistics; Topics in Biostatistics. Methods in Molecular
Biology, New York: Springer.
OnSphere Corporation, 2011. SOP Document Management in a Validated Environments, s.l.:
s.n.
Trochim, W. M. K., 2006. Descriptive statistics, s.l.: Research Methods Knowledge Base.
Westbrook, R. A. a. R. L. O., 1991. The dimensionality of consumption emotion patterns and
consumer satisfaction. Journal of consumer research, pp. 80-91.
Wirtz, J. & Chung Lee, M., 2003. An Empirical Study on The Quality and Context-specific
Applicability of Commonly Used Customer Satisfaction Measures. Journal of Service
Research, 5(4), pp. 335-345.
Student Name 28/09/2017