Customer Service Improvement Project Report - E-OfficeWorx Analysis

This report presents an analysis of a customer service improvement project conducted for E-OfficeWorx. The study involved a survey sent to 75 customers, with a 65% response rate. The survey included four questions, revealing an overall customer satisfaction rate of 53%. While 10% of customers expressed dissatisfaction, this is better than the industry average. The report also found that 42% of customers agreed to purchase products, and the repeat buyer rate at E-OfficeWorx is lower than the industry standard. The report suggests that the frequency of purchase and customer buying experience play a crucial role in customer behavior. The analysis references several studies related to continuous improvement and customer service, aiming to provide recommendations to improve customer satisfaction and retention at E-OfficeWorx.

TASK 3 – Customer Service Improvement Project
TASK 3 – Customer Service Improvement Project
Name:

TASK 3 – Customer Service Improvement Project
CONTINUOUS IMPROVEMENT REPORT
The results provisioned based on the case study information reveals of the implementation
of continuous improvement system being implemented at the organization (Yang et al., 2016;
Tichnor-Wagner et al., 2018; Chadha, 2017). The survey being carried out refers to the
random sampling procedures and the results of the survey can be well summarized
Results
The survey conducted was being sent to seventy-five customers. The return surveys
accounted to 65%. There were four questions that were being part of the random survey. The
overall satisfaction for the customers at E-OfficeWorx stood to be 53%. There were 10% of
the customers who were not happy about the services. Considering a comparison not the
satisfied customers from an industry perspective, 42% were satisfied. In comparison, the
customers at E-OfficeWorx stood more while comparing with the industry average. The 42%
of customers did agree to purchase the products from organization. Considering the industry
average of repeat buying customers for the products standing at 72%, it is clear that the repeat
buyers for the products at E-OfficeWorx is relatively less. There can be various reasons that
can be based on the frequency of purchase with the buying experience faced by the
customers, the trend alters considerably (Yang et al., 2016; Tichnor-Wagner et al., 2018;
Chadha, 2017).

TASK 3 – Customer Service Improvement Project
References
Chadha, R. (2017). Value Through Continuous Improvement. FAIMA Business &
Management Journal, 5(1), 40.
Tichnor-Wagner, A., Allen, D., Socol, A. R., Cohen-Vogel, L., Rutledge, S. A., & Xing, Q.
W. (2018). Studying Implementation within a Continuous Continuous-Improvement Process:
What Happens When We Design with Adaptations in Mind?. Teachers College Record,
120(5), n5.
Yang, Y., Lee, P. K., & Cheng, T. C. E. (2016). Continuous improvement competence,
employee creativity, and new service development performance: A frontline employee
perspective. International Journal of Production Economics, 171, 275-288.