Customer Satisfaction and Service Report for Boeing Aerospace

This report provides an analysis of customer service within Boeing, a leading aerospace organization. It examines the company's procedures, products, and services, and how they align with customer needs. The report identifies areas where customer expectations may not be fully met, such as pricing concerns, and suggests alternative services like economy sleeper class and portable wifi. It also discusses ways to assist customers, including manager interaction and discount options, and outlines customer rights based on the Customer Act 2002. Furthermore, the report addresses procedures for relevant referrals, maintaining customer records, and distributing the report to key stakeholders. The conclusion emphasizes the importance of customer satisfaction for Boeing's continued success in a competitive business environment. A role-play scenario is included to demonstrate customer interaction and service provision.

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Table of Contents
Introduction................................................................................................................................2
5. Procedures that the company has in place..............................................................................2
6. Products and services provided by the company...................................................................2
7. Needs of the customers that may not be met..........................................................................2
8. Alternative products that may exist in the same market........................................................3
9. Ways to assist customers........................................................................................................3
10. Rights of the customers........................................................................................................3
11. Procedure to ensure all referrals is relevant.........................................................................3
12. Ensuring ongoing pipeline of referrals.................................................................................4
13. Best practise to maintain customer records..........................................................................4
14. Distribution of the report......................................................................................................4
Conclusion..................................................................................................................................4
Task 3.1 Role-play.....................................................................................................................4

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Introduction
The report focuses on the level of satisfaction that is provided to customers by
organisations. The focus of the report is on Boeing, the largest aerospace organisation in the
world. Boeing is known to support by providing airlines to more than a 15 countries around
the world and ensure that the satisfaction level of the customers is maintained. The report
analyses the needs of the customers and the promotional strategies that can be used by the
company to ensure that products and services are delivered properly.
5. Procedures that the company has in place
The promotional strategies that the company can take in order to update and
understand the needs of the customers are with social media. Using social media for
promotion can help the company reduce the total budget set for the development of the
company. The sales figures that may be required for the use of social media during the
promotion of the product and service of Boeing can amount to AUD$4500. This can be
considered as a reasonable cost for the company.
6. Products and services provided by the company
The company meets the specific needs of the customers by analysing the needs of the
customers in terms of service provided by the airline company. The company can match the
products and services to the needs of the customers by ensuring that a proper survey is
conducted that helps in understanding the mentality of the customers. This can help in
matching the expectations of the customers and the manage the needs and expectations of the
customers.
7. Needs of the customers that may not be met
The customers may want the prices of the airlines to drop. This may be due to the
excess competition that exists in the airline industry. Boeing may not be able to meet the
requirements of the customers mainly because the distance travelled by the airline covers a
wide range of area. The increase prices of the resources required for successfully running a
flight need to be covered so that the company run in profit and provide luxurious facilities for
the customers.

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8. Alternative products that may exist in the same market
Other alternative products or services that can be offered by Boeing include economy
sleeper class. This can help Boeing to provide relaxation to people belonging to the economy
class and refrain from discrimination. In the modern world, portable wifi is essential for
people and Boeing can provide this particular service. The other product or service is
ordering food by the use of intercom between various departments within the airline.
9. Ways to assist customers
The customers can be provided with the assistance by providing them with an
opportunity to interact with the managers of the airline. This can help them to provide their
opinion about the changes that they need to make and the manner in which it can be done.
Alternative options can be provided in the form of providing discount of prices. The priority
of the customers can be done based on the order by which they provide their grievance about
the airline service.
10. Rights of the customers
The rights of the customers in terms of faulty products or unsatisfactory services
includes following the rules mentioned in the Customer Act 2002. This can be applied if any
of the services that were promised by the airlines are violated. Each of the rules mentioned in
the Customer Act, such as safeguarding the interest of the customer means that customers can
file legal complaints against the airline company. This may have a negative impact on the
company and its existence.
11. Procedure to ensure all referrals is relevant
Monitoring of the products and services can be done in order to ensure that the
referrals are relevant. The manner in which the referrals respond to the needs of the
employees can be understood by conducting a feedback of the people. This can help the
company to maintain its business activities and work on improving the services that they
lack. Thereby, the chances of success can improve along with the satisfaction level of the
customers.

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12. Ensuring ongoing pipeline of referrals
The suppliers can be tipped well and a good relation with them can help in the
continuous supply of resources required for successful products and services. The ongoing
pipeline for referrals can be suggested in the form either internal or external sources. The
internal referral can be in the form of monitoring of the qualities and the external sources can
be in the form of maintaining relationship with the suppliers. The reason behind these two
being the options for the company is that monitoring and relationship are integral for the
success of the companies.
13. Best practise to maintain customer records
The best practise to maintain the customer records in the modern world is by
maintaining the records in a personal computer. The interaction between the customers can be
done by maintaining online communication process via social media. This can help the
company to maintain the satisfaction level of the customers and ensure that proper wellbeing
of the customers is identified. This is important for the development of Boeing.
14. Distribution of the report
The distribution of the report is to be provided to the manager of the company so that
the suggested changes can be implemented in the organisation. The feedbacks from the
customers can be provided to the analytical department so that they can research more on the
current needs and responsibilities of the company. Therefore, the managers of Boeing and the
technical department can help in the compilation of the report.
Conclusion
Therefore, it can be concluded that customer satisfaction is one of the most important
aspect that need to be kept in mind for every organisation. In a company like Boeing,
satisfaction of the customer as without the support of the customers it can be difficult for the
company to maintain its dominance in the competing business environment. It can help in the
growth of the company.
Task 3.1 Role-play
Observer: Have you found the type of service that you were looking for?

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Customer: No, I have not
Observer: What exactly are you looking for?
Customer: I am looking for services that are available if one is travelling in the economy
class
Observer: Let me brief you with the services. The economy class of Boeing Airways
provides complementary meal service as well as opportunity to interact with the pilot.
Customer: Thank you. This has been very helpful