This spreadsheet template relates to the case Analyzing Low Patient Satisfaction at

Herzog Memorial Hospital, Case #KEL740.

©2013 by the Kellogg School of Management at Northwestern University. This case

was prepared by Professor Jack Boepple. Cases are developed solely as the basis for
class discussion. Cases are not intended to serve as endorsements, sources of
primary data, or illustrations of effective or ineffective management. To order copies
or request permission to reproduce materials, call 800-545-7685 (or 617-783-7600
outside the United States or Canada) or e-mail custserv@hbsp.harvard.edu. No part
of this publication may be reproduced, stored in a retrieval system, used in a
spreadsheet, or transmitted in any form or by any means—electronic, mechanical,
photocopying, recording, or otherwise—without the permission of Kellogg Case
Publishing.
 433171555.xlsx

# 10 10 8 9
Issue Issue details Delivery issues Customer harrasment Bad customer care Denial of service

1 So I want my recharge back without my permission how can they 1

cut the balance. And they are harassing me a lot now as I'm
asking for my refund
2 They are not paying the charges I have incurred for towing and
the travel expenses that we have incurred.
3 I had ordered charging cable of Rs protected product name Boat 1
in Amazon and after that I asked for refund this order due to
personal reasons. And Amazon initiated the amount to my card
but I still didn't get the money.
4 I claimed insurance on my leg surgery at an AJ hospital
mangaluru and insurance company person visit and collect
information we provide proper information and everything... But
finally they won't claim single rupees of insurance amount.
5 He was informed that he would get a call from customer care 1 1
department of Indigo Airlines for the inconvenience faced but till
now he has not received any mail or call from the airlines
6 The commercial asks customers to look under the crown to find a 1
number which is supposed to be Katrina Kaif, the movie star’s
phone number. Instead of the star’s number, the phone number
given in the advertisement was of a NOIDA-based professional,
Mr. Vipin Pathak. His phone kept ringing non-stop causing
unnecessary harassment.

7 So much inconvenience has been caused because of this. I have 1

suffered a loss only and then also you have taken no action.

8 Zomato blocked my account with my reg no. protected without 1

prior notification.
9 What nonsense who keeps record of that and how irrelevant. This 1
guy had no clue why my account was blocked and simply said
many accounts are blocked by system so we can’t help
10 I want compensation for mental harassment, not offering any 1 1
warning or notification before blocking my account and also for no
relevant information on the blocking of my account.
11 When I told them I being mentally tortured and at least 1 1
compensate me for the delay. There was no response. They are
not taking a customer seriously. Please help

Page 2 of 8
 433171555.xlsx

# 10 10 8 9
Issue Issue details Delivery issues Customer harrasment Bad customer care Denial of service

12 , I am getting calls emails messages and I don't know what to do. 1

13 Customer care is pathetic and has no real answer why the supply 1
was stopped or when it will be restored; sometimes time frame
given by them is protected hours.
14 Then I escalated this matter but still I have not received any 1
revert from their end
15 nd suddenly one day the counsellor Mandira told me u may leave 1
now ,I said I want my salary then bur they told me I will get my
salary on next month of 8.that is may 8.but now it’s been a 3
months they did not gave my salary.
16 They all are saying that I don’t fill the notice period but that time 1
they didn’t tell me that. They said that I didn’t need to serve notice
period. I want my salary.
17 I am mentally harassed and my reputation in front of my labour. 1
Arcticians and exporters have been ruined.
18 Several times complaints have been made to the Chairman but 1
no results.
19 I contacted Make My Trip many times and they waited me for 1
about more than 2 hours at a roadside to solve the issue since I
was traveling first time to Bangalore. But the issue wasn't solved
till then.
20 but former was always busy in meetings and avoided my calls 1
and once in a blue moon when he did, he kept telling us that it
would be done and while the later said that they cannot do
anything apart from processing that's too wrongly
21 I have tried reaching out to RSA customer care numbers soon 1
after the accident. This was not responded to immediately. We
were diverted to a voice mail saying that there are no agents
available and we were given an option to ask for a call back
22 But his bag was not delivered even on the next day at his door 1
steps as they told him that they were putting his luggage on some
bus to Jamnagar
23 They promised to dispatch both the plants the next day. Days 1
passed but I dint get the order. I called them again but they
repeated the same story. 2 days back I called them again

Page 3 of 8
 433171555.xlsx

# 10 10 8 9
Issue Issue details Delivery issues Customer harrasment Bad customer care Denial of service

24 I ordered my product on 6 July of the amount Protected and I was 1

expecting it to be delivered by protected July but every day the
delivery date was increasing and now it is protected July.
25 Delhivery returned the courier back to me in a completely 1
damaged state and Vamaship, which is the mediator, had the
audacity to say that these cases are usually not in the favour of
the seller.
26 I have ordered 1 Anniversary Cake with Baking and need to 1
deliver at 6 July but they were failed to deliver and after my
several follow they did not able to serve and when I do follow up
again at 8 PM approx.
27 It’s already been over 3 weeks and still they are saying we have 1
no idea where the parcel is.
28 In 2001 consumer had applied for an electricity connection which 1
has not been provided by the electricity board. In fact, even an
electricity pole has not been installed in his area
29 He saw that she was present for that period, due to which the 1
company rejected his claim, he gave a letter through School
Principal to the company that it was the schools’ mistake &
patient was absent at that time, but still the company rejected to
give the claim stating that all this is fraud.

30 His complaint is that his outgoing & incoming is barred in BSNL 1

but internet and SMS service is activated.
31 This is to inform that in my area (B block Shastri Nagar) there has 1
been unscheduled power outage for long hours from the last 2
weeks on a regular basis
32 I need the refund also as soon as possible. As I'm trying to 1
contact now it is not possible to speak to your executive team.
There is no reply till date.
33 I had every time paid the overdue but still the system is not ready 1
to issue the cheque book and the system is not ready for debit
transaction and my problem remains the same as on Jan
protected

Page 4 of 8
 433171555.xlsx

Category
# 4 8 5 4
Issue Wrong charges Duping customers Negligence Claims

1 1

2 1

3 1

4 1

10

11

Page 5 of 8
Issues Count
Delivery issues 10
Customer harrasment 10
Denial of service 9
Bad customer care 8
Duping customers 8
Negligence 5
Wrong charges 4
Claims 4
Total 58
 This chart isn't available in your version of Excel.

Editing this shape or saving this workbook into a different file format will

Cumulative frequency percentage

17%
34%
50%
64%
78%
86%
93%
100%
l.

different file format will permanently break the chart.