Report on Customer Satisfaction Survey for E-OfficeWorx Services

This report analyzes the findings of a customer satisfaction survey conducted for E-OfficeWorx. The survey assessed various aspects of customer experience, including overall satisfaction, ease of doing business, likelihood of returning, and willingness to recommend the company. The report presents the results, revealing that a majority of respondents are satisfied with E-OfficeWorx's services, particularly in terms of customer retention and recommendations. However, the report also highlights areas for improvement, such as enhancing the ease of doing business. The analysis includes comparisons to industry standards and emphasizes the importance of ongoing customer satisfaction measurement and action planning to address identified issues and maintain customer loyalty. The report also touches on the importance of asking the right questions to the right people and adapting methods of analysis to the specific goals of the survey.

Report on Survey Questions
Student’s Name
Institution
Date

Customer Satisfaction Index (CSI) helps E-OfficeWorx understand what consumers
value in the company, as the expectations of marketers and business owners do not always
coincide with the opinions of customers. For example, E-OfficeWorx may think that assortment
and prices are more important for them, while users are more interested in the speed of operators.
New customer satisfaction surveys are regularly carried out, for example, by Apple. Steve Jobs
insisted that the assessment of CSI should be carried out monthly for the first half of the year
after the release of a new product. This allowed E-OfficeWorx to receive feedback from
customers and quickly correct defects in the first update (Kumar and Petersen 2012). There is no
consensus on what a customer satisfaction index should include. Most often, the study examines
the attitude of customers to a product or service, service, operating standards, the attractiveness
of advertising and the price of goods compared to competitors. The questionnaire should not
consist of a large number of questions, at the same time their number should be sufficient to
obtain extremely objective characteristics of the quality of the product or service. The report will
recount the findings from the survey that was designed to measure customer satisfaction.
Overall satisfaction with E-OfficeWorx
Introduction
One way of diagnosing the current satisfaction of the customers on the services they
receive from E-OfficeWorx was to ask them to give their views on their overall satisfaction.
Satisfaction is currently regarded as the most reliable characteristic of customer feedback, given
that it effectively, informatively and objectively reflects customer preferences and expectations.
Thus, customer satisfaction today can be considered as a possible quality standard for any
commercial company. At the same time, it is impossible to constantly motivate company
employees with intangible and abstract concepts. For this reason, satisfaction should be

translated into a number of measured parameters that are directly related to the work of people,
i.e. into a factor that can be understood and influenced. In addition, measurement provides a
sense of achievement and fulfillment of the goal for all employees involved in any stage of the
customer service process, and the use of a measurement system will help to identify potential
differences in the perception of quality of service between the consumer and the management of
a business organization. From the 49 respondents, the results obtained are shown below.
Body
Out of 49 respondents, 28 were totally satisfied. 18 were somewhat satisfied, 4 were
dissatisfied and 1 was totally dissatisfied. This shows that 53 percent of the respondents are
totally satisfied. The findings can be represented in charts below
Totally satisfied Somewhat satisfied Dissatisfied Totally dissatisfied
26
18
4
1
Overall satisfaction
Conclusion
Based on the results, E-OfficeWorx seems to be doing fine as far as addressing
consumer’s issues. It’s services surpasses the industry average, which is at 42 percent. However,
it still have room for improvement because a total of 23 respondents are not totally satisfied.

Ease of doing business
Another variable evaluated in the survey was to determine how the customers perceive
the ease of doing business in E-OfficeWorx. The findings from the survey are as shown in the
next section below.
Body
The findings shows that 20 of the respondents are totally satisfied. 19 of the respondents were
somewhat satisfied. While 8 and 2 were dissatisfied and totally dissatisfied respectively. These
findings shows that 41% of the respondent as totally satisfied with the ease of doing business.
41%
39%
16%
4%
Ease of Doing Business
Totally satisfied
Somewhat satisfied
Dissatisfied
Totally dissatisfied
Conclusion
The industry standard for ease of doing business is 47%. This shows that the E-
OfficeWorx has a lot to do because the perception of customers reveals that few are satisfied
with ease of doing business at E-OfficeWorx.
Returning customers

Introduction
It was also imperative to find out the views and perception of the returning customers. A
survey question inquiring this issue revealed that 42 of the respondents feel that they were totally
satisfied to come back and purchase products at E-OfficeWorx. Other findings are shown below.
Body
The willingness to make repeated purchases of goods (services) of the company depends
on the level of customer satisfaction. To keep a satisfied customer, turning him into a loyal one is
much more profitable (cheaper) than to attract a new one. According to AAC (American
Consumer Association - American Consumer Association) finding and attracting new consumers
costs 5-6 times more than retaining existing ones (Munari, Lelasi and Bajetta, 2013). Having
become a loyal customer, a company (product, service) adheres to the company on a regular
basis, giving it positive marks in society, and engages in sincere advertising. It infects with its
consumer preferences and emotional attitude to the favorite products of relatives, colleagues,
friends. Out of 49 respondents, 42 were totally satisfied and were ready to purchase the products
from E-OfficeWorx. Six were somewhat satisfied and one was dissatisfied. These results can be
presented in pie chart as shown below.

86%
12% 2%
Would purchase again
Totally satisfied
Somewhat satisfied
Dissatisfied
Totally dissatisfied
Conclusion
It is clear that E-OfficeWorx does well in sales and the experience the customers get is
great. That is why many are ready to come back again. The industry standards is at 72 percent.
The company just to keep up. However, the company should know that customer Satisfaction
Index is a snapshot at a specific point in time. At the same time, you need to understand that the
opinion of customers is constantly changing, which is why the study of customer satisfaction
should be a constant work for you, and not just a check from time to time. The purpose of the
study is not just collecting data, but also taking measures to increase satisfaction. These can be
actions that have an immediate effect, for example, a newsletter, changes to documents or the
creation of a technical support line. In the long run, improvements in customer satisfaction may
require changes in the corporate culture, which is more difficult.
Would recommend the company
Introduction

One way of ways of gauging whether the customers are satisfied is by asking them if they
recommend the company. This question was therefore included in the survey. The findings from
the response are shown below.
Body
Out of 49 respondents, 38 were totally satisfied and felt that they will recommend other
potential customers to E-OfficeWorx. Eight were somewhat satisfied and three were dissatisfied.
The chart summarizes the findings.
78%
16%
6%
Would Recommend
Totally satisfied
Somewhat satisfied
Dissatisfied
Totally dissatisfied
Conclusion
Compared to industry standard, which is at 63%, it is clear that E-OfficeWorx is doing
great. It should keep it up. However, it should also be noted that some products and services are
selected and consumed by people without any influence from others. For example, the choice of
brand of cigarettes is very personal and it is quite clear with whom to conduct a survey
(Rosenberg and Czepiel, 2017). But who should we interview to understand the degree of
satisfaction with cornflakes? The person who buys them (usually parents) or those who consume

them (children)? What about making a purchase decision in the b2b segment? Who should be
interviewed to determine truck manufacturer customer satisfaction? Drivers, managers or
company management? The main question of any such research, regardless of the segment and
sphere of business, is to ask the right question to the right person. Finding this person in
customer loyalty research may require a compromise, but it’s important to find someone who
makes the decision.
Summary
Methods of analysis of user satisfaction are not limited to the above. There are many
more, and which one to choose depends on what exactly you want to know. The main thing is to
regularly measure satisfaction indicators, since without this data it is difficult to understand what
needs to be improved in products or services. Remember that keeping a loyal customer is much
easier and cheaper than attracting a new one. Customers can express their satisfaction in many
ways. When they are happy, they may not say anything at all, but come back again and again to
buy or use more. When asked about how they relate to the company, customers can respond with
jokes or use numerous adjectives, the collection and analysis of which is very problematic. To
overcome this problem, numerical scales are most often used during research. Based on the
findings, the next thing for E-OfficeWorx is to develop an action plan. Describe the problems
you need to solve, and the root cause of these problems. Set measurable goals, allocate resources
(usually people and money), and implement change.

References
Kumar, V. and Petersen A. J. (2012). Customer relationship management. United Kingdom:
John Wiley & Sons, Ltd.
Munari, L., Lelasi, F. and Bajetta, L. (2013). Customer Satisfaction Management in Italian
Banks. Qualitative research in financial markets, 5 (2):139- 160.
Peppers, D. and Rogers, M. (2011). Managing Customer Relationships: A Strategic Framework.
New Jersey: John Wiley & Sons Inc., Hoboken
Rosenberg, J.L.and Czepiel, A.J. (2017). Journal of Consumer Marketing: A marketing
approach customer retention. United Kingdom: MCB UP Limited