ACTIVIDAD DE APRENDIZAJE # 14

EVIDENCIA 5-WORKSHOP “USING VERBS TO

BUILD CUSTOMER SATISFACTION TOOLS”

TATIANA GOMEZ
JENNIFER CARDONA
GENIA ALVAREZ

SERVICIO NACINAL DE APRENDIZAJE

SENA

2019
 WORKSHOP “USING VERBS TO BUILD CUSTOMER SATISFACTION TOOLS”

La empresa “My sweet Candy” produce caramelos y chicles y necesita conocer la

opinión de los clientes, para esto, elaboraron una encuesta para medir el grado de
satisfacción y quisieran conocer los resultados a partir de un informe donde se
evidencie y analice la situación.

Primer Momento: Producción Escrita

 Leer y analizar la encuesta de medición del grado de satisfacción del cliente, la cual
se encuentra en el documento descargable asociado a esta evidencia.
 Realizar un informe utilizando verbos regulares e irregulares en pasado y presente
con un mínimo de 150 palabras y máximo 300 palabras que explique el resultado de
la encuesta de satisfacción al cliente analizado. Para el desarrollo de este informe
puede usar la herramienta ofimática de su preferencia.
 Enviar el archivo en formato .doc. o .pdf. Mediante el enlace dispuesto en la
plataforma de aprendizaje.

CUSTOMER SATISFACTION SURVEY TEMPLATE

1. How likely is that you would recommend this company to a friend or colleague?

Not all likely Extremely likely

0 1 2 3 4 5 6 7 8 9 10

2. Overall, how satisfied or dissatisfied are you with our company?

 Very satisfied.
 Somewhat satisfied.
 Neither satisfied nor dissatisfied.
 Somewhat dissatisfied.
 Very dissatisfied.

3. Which of the following words would you use to describe our products? Select all that
apply.

 Reliable.
 High quality.
 Useful.
 Unique.
 Good value for money.
 Overpriced.
  Impractical.
 Ineffective.
 Poor quality.
 Unreliable.

4. How well our products meet your needs?

 Extremely well.
 Very well.
 Somewhat well.
 Not so well.
 Not at all well.

5. How would you rate the quality of the product?

 Very high quality.

 High quality.
 Neither high nor low quality.
 Low quality.
 Very low quality.

6. How would you rate the value for money of the product?

 Excellent.
 Above average.
 Average.
 Below average.
 Poor.

7. How responsive have we been to our questions or concerns about our products?

 Extremely responsive.
 Very responsive.
 Somewhat responsive.
 Not so responsive.
 Not at all responsive.
 Not applicable.

8. How long have you been a customer of our company?

 This is my first purchase.

 Less than six months.
  Six months to a year.
 1- 2 years.
 3 or more years.
 I haven’t made a purchase yet.

9. How likely are you to purchase any of our products again?

 Extremely likely.
 Very likely.
 Somewhat likely.
 Not so likely.
 Not at all likely.

10. Do you have any other comments, questions or concerns?

"My Sweet Candy". First of all, it is a bit worrying as people said they recommend
the company to a friend or to the university at half of the rating given. In addition,
people are somewhat satisfied with the company. It was a great warning for the
company. Now, people responded to the following characteristics about our
products: high quality, good value for money and this creates great satisfaction for
them. On the other hand, the company's products meet the needs of the customers
very well. Now, product quality for customers is high, and it is a good way to improve
and achieve very high quality. The value for money is average, and this made the
company competitive. However, people believe that the company sometimes
responds to the products and deserves special attention. Finally, the company has
new customers and it is very important to retain them, and a good idea for that is to
create new flavors for our customers according to the results of the survey.