INFOGRAFIA INDICES DE GESTION DE SERVICIO

TECNOLOGIA EN GESTION LOGISTICA

FICHA NO. 1904745

PRESENTADO A:

INSTRUCTOR TECNICO

PRESENTADO POR:

OSCAR BACCA ROMERO

BOGOTA 24 DE AGOSTO DEL 2020

 SATISFACTION SURVEY ANALYSIS “MY SWEET CANDY”

1. How likely is that you would recommend this company to a friend or colleague?
The client would recommend the company 50% due to several reasons:
The price-quality ratio of the service was not the best, which makes the customer

feel that the payment is not in line with the product.

The attention at the time of making the purchase was not the best since I did not

find clear answers regarding specific products.

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

The customer thinks despite the bad shopping experience, the store looked good, was

clean and organized and that helped him choose which product to take.

3. Which of the following words would you use to describe our products? Select all
that apply.
For the customer, the quality of the product met their expectations, by
consuming a product of excellent quality in relation to the price paid, this
shows that the company is at an optimal level of competition and with a large
market to exploit.

4. How well our products meet your needs?

Although the customer is satisfied with his purchase and with the product, he has

consumed products from other brands with better quality and at a fairly competitive

price. This means that despite the good result with the client, there are many aspects

to improve in order to become a leading company in the candy market.

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

As evidenced by the previous questions, for the customer the product is of good

quality, although when comparing it with other products of similar characteristics, the

product is lower in quality, which generates negative points compared to possible

competition.

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

The value for money was good, although nothing to surprise, the client thinks that it is

within the range of companies in the same category, which makes this not a

benchmark against the competition.

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

As the first question highlights, the customer is not satisfied with the service given at

the time of purchase, this because the questions and concerns about the product were

not addressed in the best way.

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

This customer is the first time to buy a product from this company which results in

positive and negative points. Positive since the customer is satisfied with the quality

and price of the product, but negative due to the poor customer service experience at

the time of purchase.

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

This shows that even if a quality product is offered, the customer demands good care

and service, it is necessary to take measures to strengthen customer service and thus

improve service indices.

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

The customer shows interest in a new purchase if they have new flavors, which means

that the quality of the product is good but leaves another point to improve, which is

the variety in the flavors of the sweets.