Comprehensive Customer Service Survey Report on Retail Outlets

This report presents the findings of a customer service survey conducted across multiple retail outlets, including Wal-Mart, Shoppers Drug Mart, No Frills, and Dollarama. The survey aimed to understand how these outlets handle customer complaints and enhance customer satisfaction. The research employed a quantitative methodology, using a survey tool to gather primary data from 13 employees, focusing on their approaches to resolving customer issues, dealing with angry customers, and providing overall customer service. The analysis reveals that most outlets address complaints face-to-face, emphasizing the importance of direct interaction. The report also highlights the strategies employed by employees when interacting with upset customers, and assesses the general perception of customer service quality. The conclusion suggests that the retail outlets are effectively managing customer complaints, with recommendations for future improvement, such as online complaint resolution and the provision of complementary gifts. The report provides valuable insights into the current state of customer service in the retail sector and offers suggestions for enhancing customer experience.

Survey report
Survey report
Assignment 1

Survey report
TABLE OF CONTENT
Table of content..........................................................................................................................2
solving cutomer complaints.......................................................................................................3
1. Introduction.....................................................................................................................3
2. Research Question...........................................................................................................3
3. Ethical consideration.......................................................................................................3
Design of the study.....................................................................................................................3
1. Description of the research design and procedures used:...............................................3
2. Sources of data................................................................................................................3
3. Sampling procedure........................................................................................................3
4. Method of instruments and data gathering......................................................................3
5. Statistical instruments.....................................................................................................4
Analysis of the data....................................................................................................................4
Conclusion..................................................................................................................................7
1. Conclusion.......................................................................................................................7
2. Recommendation.............................................................................................................7

Survey report
SOLVING CUTOMER COMPLAINTS
1. Introduction
With an increasing number of retail outlets in the market, it is becoming important to
have positive brand image of your company. The strong brand image will be built with the
help of satisfied customers and their positive word of mouth influence.
2. Research Question
1.2 Purpose of the survey
The purpose of the survey is to find out several ways in which the retail outlet
solves the customer complaints and grievance in Canada.
2.2 Limitation
The research is limited to four retail outlets named as Wal-Mart, Shoppers drug
market, No frills, Dollarama. The employees of these retail outlets have been asked few
questions as a part of the survey.
3. Ethical consideration
The employees were interviewed after taken consent of the store manager. Survey
question does not reveal their personal identity or comments.
RESEARCH DESIGN
1. Research design/Process:
Quantitative research methodology has been used to collect the required data. Primary
data collection has been completed with the help of survey.
2. Sources of data
Generally, the research consists of two kinds of data: Primary and secondary data.
Primary data usually recorded through employee interaction and secondary data are drawn
from the past researches.
3. Sampling
Total 13 employees were being surveyed covering all four retail outlets. The
respondents were selected on the basis on convenience sampling method.

Survey report
4. Data gathering tool
The primary data has been collected with the help of Survey tool.
5. Statistical instruments
Based on the survey, tables and graphs are prepared.
ANALYSIS OF THE DATA
Questions 1 Ways retail companies solve customer issues
It has been observed that most of the retail outlets solve their customer complaints
face to face only. Face to face conversation justifies more and helps to convince the customer
to have a good image of the company in their mind. Moreover, it is comfortable to understand
and solve the issue if customer and manager talks face to face.

Survey report
Question 2: Dealing with angry customer
On asking which are the way they usually adapt while dealing with angry customers,
respondents says that managers listen to their customer complaints in detail, analyze all the
prevail grudges and make them understand with patience. They even offer them
complementary beverages and provide effective solution which benefits both of them.
Question 3 Retail store provides excellent customer service

Survey report
More than 60% of the respondents say that all the four retail outlets solve the query
and share positive brand image in the market. There are 30% of the respondents who feels
that Wal-Mart is the only outlet which provides win-win solution to their customers.
Question 4: Improve customer service in future
Increasing competition and online availability of grocery enables retail outlet to
improve customer service in future.
Question 5: Better way of interacting with customer

Survey report
More than 90% of the employees feel that one should deal with customer by greeting
them in the beginning. They should welcome their customer by keeping eye contact and
smile on their face.
CONCLUSION
1. Conclusion
It can be concluded that all the four retail outlets: Wal-Mart, Shoppers drug mart, No
frills, Dollarama are solving their customer complaints effectively and customers are satisfied
with their way of grievance handling.
2. Recommendation
It can be recommended that company can even start solving their customer query
online and give them complementary gifts, when required, to avoid hard times.