One class TD exercise asked you to recall highly satisfying and dissatisfying experiences. This exercise was based upon work by Mary Jo Bitner. Bitner’s research demonstrated that the greatest percentage of highly satisfying events stem from?
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Step 1: Understand the context of Mary Jo Bitner's research, which focuses on customer experiences and service encounters. Show more…
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4. Imagine that you work for a Florida-based restaurant chain with over 30 locations all across the state. Results from the most recent survey indicate a dip in customer satisfaction scores compared to scores from prior years. The VP of HR approaches you, asking to investigate what is influencing customer satisfaction scores. Using your own knowledge and experience, as well as insights gained from reading this week's article, how would you go about assessing the drivers of customer satisfaction scores? Specifically: a. What are some of the independent variables from the case study that you would include in your analysis? Why? b. What are some of the independent variables from the case study that you would not include in your analysis? Why?
Thuc N.
1. Among other things, the Container Store has grown and flourished because of strong customer relationships, which include listening to customer needs, containing products that meet customer needs, having salespeople who understand both customer needs and the products, and creating a store environment that is customer friendly both in layout and in culture. Suppose company management wants to formally measure customer satisfaction at least once a year and develops a brief survey that includes the following four questions. Suppose that the survey was administered to 115 customers with the following results. Use techniques presented in this chapter to analyze the data to estimate the population responses to these questions. QUESTION YES NO 1. Compared to most other stores that you shop in, is the Container Store more customer friendly? 73 42 2. Most of the time, this store has the number and type of home or office storage solution that I need. 81 34 3. The salespeople at this store appear the be particularly knowledgeable of their products. 88 27 4. Store hours are particularly convenient for me. 66 49 2. The Container Store is well known as a great company to work for. In addition, company management states that their employee is their number one stakeholder. Suppose in spite of their history as an employee-friendly company, management wants to measure employee satisfaction this year to determine if they are maintaining this culture. A researcher is hired by the company who randomly selects 21 employees and asks them to complete a satisfaction survey under the supervision of an independent testing organization. As part of this survey, employees are asked to respond to questions by providing a score of from 0 to 50 along a continuous scale, where 0 denotes no satisfaction and 50 denotes the utmost satisfaction. Assume that the data are normally distributed in the population. The questions and the results of the survey are shown below. Analyze the results by using techniques from this chapter. Discuss your findings. QUESTION MEAN STANDARD DEVIATION 1. Are you treated fairly by the company as an employee? 42.4 5.2 2. Has the company given you the training that you need to do the job adequately? 44.9 3.1 3. Does management seriously consider your input in making decisions about the store? 38.7 7.5 4. Is your physical work environment acceptable? 35.6 9.2 5. Is the compensation for your work adequate and fair? 34.5 12.4 6. Overall, do you feel that company management really cares about you as a person? 41.8 6.3
Shaiju T.
Express the responses collected as percentages in each category (very good, good, etc.). Provide a critical reflection on each department, outlining which service aspects and operational factors you should further investigate to help improve customer satisfaction. For example, why have some customers not commented - how could this be improved, e.g. by providing incentives? Is the survey specific enough to provide feedback for specific areas?
Lien L.
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