University Customer Experience Evaluation Project Report

This project evaluates two distinct customer service experiences: a negative encounter with Tampa Electric Company and a positive one with Domino's Pizza. The student identifies the root causes of the poor service from Tampa Electric Company, including issues with customer convenience, customer service management policies, and employee training. The student then recommends actions based on the GAPS model to improve service quality. Conversely, the Domino's Pizza experience is praised for its timely service, delicious food, well-mannered staff, and efficient customer experience management. The project highlights the factors contributing to Domino's success, such as food quality, hygiene, packaging, and customer service policies. The student reflects on lessons learned from both perspectives and provides an overview of the key takeaways regarding customer expectations, service delivery, and the importance of customer-centric strategies.

Running Head: EVALUATION OF CUSTOMER EXPERIENCES
EVALUATION OF CUSTOMER EXPERIENCES
Name of the Student
Name of the University
Author Note

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The purpose of the study is to identify which one of the experiences was the worst and
which one was the best. Next this study diagnoses the perceived problem in the worst experience
and. Along with this, this study also attempts to find out the factors for which another experience
turned out to be the best. On the basis of the findings of the root causes behind the problem in the
worst experience, this study has made some recommendations. Similarly, this study also
provides a list of key items behind the excellent services. After that, this study mentions the
factors attributed in the success of the firm that provided the best service. The final section of the
study looks at both the services from the customer’s and manager’s perspective and mentions the
lesson learnt.
Answer to the first part:
WORST service encountered
Diagnose the perceived problem
The worst experience I encountered was during the payment of my monthly bill to Tampa
Electric Company. The payment was done over phone. First problem in this case is the delay in
searching the contact number of the company through which I would be able to pay my
electricity bill, over phone. After dialing the number, the call was transferred to an automatic
recorded machine. Then I needed to follow some instructions in order to receive the intended
service. Finally, when the call was transferred to a real person, I asked him for help. The
problem, arose in this case because of the negative attitude of that customer service executive.
He seemed to be annoyed with anything and everything asked by me. His attitude was not at all
positive and helpful. He attempted to perform his duties towards me somehow. He lacked
cordiality in his behavior.

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Root causes:
In this case, the root causes of this problem are:
 Ignorance of Tampa Electric Company towards the convenience of the customers-While
other company are always in the attempt of creating conveniences for the existing
customers, Tampa Electric Company, did not focus on the part of the convenience for the
customers, this reflected in the delay in finding the contact number of the company.
 Unwise Customer Service Management Policies-The customer service management
policies of this company, shows lack of prudency. It seems that, these, policies are not
updated. The poor management of the website, the lack of agility in transferring the call
to the customer care executive, the ignorance of the company in the assessment of the
services provided to the customers, are the evidences of unwise Customer Service
Management Policies of the company.
 Lack of training to Customer care executives in case of dealing with customers-While
talking to the customer care executive, I realized that the person did not even know the
basic etiquettes of dealing with the customers. The person showed his anger without any
reason. He seemed to be irritated for no valid reasons when I asked a few simple
questions. All these made me feel that, he lacks the proper training of handling customer.
He also lacks basic knowledge or common sense that he needs to keep patience while
talking to a customer.
 Lack of up-to-date process or techniques for the payment of the electricity bills- the
technology which is used by the Tampa Electric Company for the payment of the electric
bills are obsolete. This is another evidence of their ignorance to the services provided to
the customers. If they would have really cared about the services provided by them to

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their customers, they would have upgraded the technology used by them for the payment
of bills. This again proves their inability to create convenience for the customers.
List of recommended actions supported by GAPS model
 Creating positive perception with the help of good quality services to the customers- As
per the suggestion of the GAPS model of Service Quality, by enhancing its performance
in satisfying the consumers, a firm needs to create positive perception about its image and
treatment to the customers.
 Assessment of Customer Service Management Policies-According to the GAPS model,
the Customer service management should be assessed by the firm and necessary changes
should be incorporated in the customer service management.
 Finding out the factors creating obstacles in the way of meeting customer expectation-As
per the suggestion of the GAPS model of Service Quality, the factors creating obstacles
in the way of meeting the expectation of the customer, should be found out by the firm
that have failed in satisfying the customer.
 Updating the Customer Service Management Policies- As per the suggestion of the
GAPS model of Service Quality, after researching about factors creating obstacles in the
way of meeting customer expectation, Customer Service Management Policies should be
amended.
 Provide proper training to the Customer Service Executives-
 Recruiting persons for the post of Customer Service Executives, keeping in mind that a
Customer Service Executive should have helpful and positive attitude, who are aware of
the basic code of conduct to deal with customers.

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Answer to the second part:
BEST service encountered
How the firm exceeded expectations
The best services were provided by Domino’s Pizza. The firm exceeds my expectation as
the food was delicious as well as the service was provided within the stipulated time. On April
3, I called Domino’s Pizza at 1: 00 pm. I requested for the delivery of 8 boneless wings, a large
cheese pizza, along with a liter of Pepsi. At time of ordering I was told that the order would cost
$34.95. I had to wait only fifty minutes for this large order, and the delivery boy asked for
$34.95. It was amazing that the food reached me on time, moreover the delivery boy did not ask
me about any tips, for his good services. All these exceeded my expectations. Once he provided
me the change, I saw he had only three five-dollar bills. Hence, I had to tip him, but honestly, I
did not mind to tip him due to the good services provided by Domino’s Pizza.
list of items that were key to providing excellent service
 On time service-When the service is on time it adds to the excellence of the service
provided. This is the reason why the on-time delivery of pizza can be considered as one
of the key items behind the excellence of the service provided by Domino’s Pizza.
Moreover, people feel happy when they are hungry but do not have to wait for long for
experiencing the savors of mouthwatering dishes. This is again considered to be one of
the key items behind the excellence of the best experience.
 Delicious food-It is true that people can not resist hunger for long when they know that
the food, they have ordered is delicious. Hence, people feel happy when they are hungry

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but do not have to wait for long for experiencing the savors of mouthwatering dishes.
This is again considered to be one of the key items behind the excellence of the best
experience.
 Well behavior of the delivery boy-Well behaved delivery boys, who know the etiquette to
deal with customers, who value the customer and deliver orders before time.
 Well-mannered staffs at the call-When I called Domino’s Pizza, the staff over phone
greeted me and listened to me carefully. She also suggested me convenient options. I
found staffs are well-mannered. This is another key item responsible for the excellent
service.
 Wise Customer experience management Policies-All these are the evidences of wise
customer experience management policies. These policies are designed keeping in mind
the needs, taste as well as preferences of the customers. Domino’s was able to estimate
the customer service or satisfaction provided by the company. Because there was a time
when Domino’s were going through hard times. Often the reception of the order was
delayed, or there were issues related to the tests and quality of the food, but it is the
foresightedness of the company that lead to the formulation of prudent Customer
experience management Policies, to solve such issues.
 Creation of the convenience of the customers without any extra charges- It is amazing
how Domino’s is concerned about the convenience of its customers, without making
them pay extra charges for their convenience. This adds to the excellence of the service
provided by the company and holds a special place in the minds of the customers.

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what makes the organization successful?
 Maintaining good quality food- The success of any organization depends on the quality
of the product or services provided by the company. Domino’s follows this strictly
 Serving tasty food without compromising on the part of the hygiene- Domino’s never
compromised on the part of the health and hygiene, rather it has taken measurements like
more hygienic packaging, and also kept on experimenting with healthy vegetables, meats
and pork, in order to prepare mouthwatering savors. All these were responsible for the
success of this company.
 Commendable packaging- The packaging is commendable, due to the three-tier
packaging the pizza seems fresh and baked instantly baked. This is another key item
which has added to the success of the company.
 Commendable services to the customers- the services provided to the customers-like the
free delivery, on time delivery, good packaging and providing extra packets of sauces
and spices for free of costs; all these enhanced the excellence of the excellence of the
services leading to the creation of a positive image of the brand in the minds of the
customers. All these have paved the way for the success of the company.
 Creation of the convenience of the customers without any extra charges-The best part of
the extended services provided by this company is that, the extended services.
 Well-mannered staffs at the call, well behavior of the delivery boys, who know the
etiquette to deal with customers, who value the customer and deliver orders before time.
Also the staff over phone greeted me and listened to me carefully. She also suggested me
convenient options. This is another key item responsible for the success of the company.

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 Prudently designed Customer experience management Policies-These policies are
designed keeping in mind the needs, taste as well as preferences of the customers.
Domino’s was able to estimate the customer service or satisfaction provided by the
company. Because there was a time when Domino’s were going through hard times.
Often the reception of the order was delayed, or there were issues related to the tests and
quality of the food, but it is the foresightedness of the company that lead to the
formulation of prudent Customer experience management Policies, to solve such issues.
 Providing customers convenient options for the delivery- it is another important extended
feature that are added to the extended services of the company so that the level of
satisfaction of the customer can be enhanced. All these ensure the success of Domino’s
Pizza.
Answer to the third part
Overview of the lessons learned from this project
What did you learn about yourself as a customer?
From the customer’s perspective I have learnt that a customer will always prefer the
delivery of a product or services on time. If he or she is able to get the required services before
the stipulated time, it will create a positive image of the company in his or her mind. A Customer
expect good quality for the products or services he or she needs. Again, a customer feels great if
the excellent quality of the product or services can be ensured along with the timely delivery of
the product or services. Again, customers feel happier if they get extended services like free
shipping or delivery of the product or services they need, incentives or free services along with

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the core product or service. This will delight a customer and he or she will eager to come back
again. One of the most important factors that affect customer’s perception of the company is the
behavior of the staffs of the company. If customers do not get assistance from the Customer
service executives, or , if Customer service executives do not have the positive attitude to solve
the issue related to the customer services, or, if, they misbehave with the customer, it will create
a negative image of the company or the organization and the customers will never come back
gain.
What did you observe about other customers?
From the perspective of other customers, I have learnt that other customers also demand
for on time delivery. They will be happy if the timely delivery of the product or services are
ensured along with a good quality. If they are able to get the required services before the
stipulated time, it will create a positive image of the company in their minds. I have also
observed that, customers feel happier if they get extended services like free shipping or delivery
of the product or services they need, incentives or free services along with the core product or
service. According to my observation the behavior of the staffs as well as the customer care
executives always create a deep impact on the mind as well as purchasing decision of customers.
If customers find that the customer care executive is annoyed with them or do not bother about
solving their issues, customers will put the name of that particular company at their reject list.
What did you learn that would help you be a better manager?
 From the manager’s perspective I have learnt that in order to become a good manager I
need to take wise Customer experience management Policies like looking after the fact
whether the delivery of the products of my company is on time or not. I have to satisfy
the customers not only by the timely delivery I should also look after packaging the

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packaging should be done in a way so that a product is not damaged, even if it is
delivered to a distant place. Again, I should look after the creation of the convenience of
the customers without charging any extra money from them. This will make the
customers happy and they will come back again. Again, while taking the decision of
providing free or low cost extended services I have to look after the budget of the
company and formulate customer retention strategies accordingly.
Conclusion:
In the conclusion it can be said that, for providing a customer better experiences a
company needs to create positive perception with the help of good quality services to the
customers following the suggestion of the GAPS model of Service Quality. A firm also
needs to create conveniences for the customer to avail the product or services of the
company. All these will enhance the performance of the company in satisfying the
consumers leading to the creation of the positive perception about its image. Creating
perception or positive image also depends on the prudent Customer Service Management
Policies. For this reason, a firm should make provision for the assessment of Customer
Service Management Policies and its impact to the customers continuously. Again, it is
very important for a company to find out the factors creating obstacles in the way of
meeting customer expectation and eliminating them. In this context a company should
look after several factors like-the quality of the goods as well as services provided, the
timely delivery or other supporting services to the customer, and also proper training to
the Customer Service Executives to deal with the customers.

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