DESARROLLO ACTIVIDAD 14 EVIDENCIA 5

WORKSHOP “USING VERBS TO BUILD CUSTOMER SATISFACTION TOOLS”

APRENDIZ: DAVID ALEJANDRO LANCHEROS GONZALEZ

SENA TECNÓLOGO EN GESTIÓN LOGÍSTICA

2020

• 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 analizada. Para
el desarrollo de este informe puede usar la herramienta ofimática de su
preferencia.

The company thinks of continuous improvement in its implementations, as well as

in the satisfaction of its clients, which through studies allow it to measure the care
provided and to establish contact mechanisms with them.
People expresses good satisfaction towards the product, they feel comfortable with
the product we offer, they give us a recommendation to improve and implement
new flavors, this survey is a good tool to visualize that we are doing a good job.
Based on the above, Satisfaction surveys were conducted in the development of
public hearings for socialization management report and accountability validity. In
the department of Atlantic, the surveys were applied according to the parameters
established in the customer satisfaction survey analysis procedure, which results
were the following:
A satisfaction survey was a study used to measure how satisfied customers were
and what level of commitment they had to a brand, product or service.
Conducting a satisfaction survey was the best way to find out what customers
thought of the product or service, in this way, the company had right tools to meet
customers' expectations without affecting the company’s revenues. A satisfaction
survey was used to make short-, medium- and long-term decisions.
This method is appropriate because it helps us to identify:
 Know exactly what is needed to improve.
 Know what customers say of the brand.
 know what satisfies the customers.
 Understood the needs of customers.
 Knew the way to retain customers.
 Knew if the company were doing right things.
 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

¿How likely is that you would recommend

this company to a friend or colleague?
100
80
60
40
20
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.

¿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.

¿Which of the following words would you

use to describe our products? Select all
30
that apply.
20

10

4. ¿How well our products meet your needs?

 Extremely well.
 Very well.
 Somewhat well.
 Not so well.
 Not at all well.
 ¿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.

¿How would you rate the quality of the

product?
50
40
30
20
10
0
Very high
quality High quality
Neither high
nor low Low quality
Very low
quality
quality

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

 Excellent.
 Above average.
 Average.
  Below average.
 Poor

¿How would you rate the value for money

of the product?
60
50
40
30
20
10
0
0 1 2 3 4 5 6
Excellent

Average
average

average
Above

Below

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.

¿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.

100%
90%
80%
70%
60%
50%
40%
30%
20%
10%
0%
This is my first Less than six Six months to 1- 2 years 3 or more I haven’t
purchase months a year years made a
purchase yet

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

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

¿How likely is you to purchase any of our

products again?
50
40
30
20
10
0
Extremely likely Very likely Somewhat likely Not so likely Not at all likely

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

I would like more forms of sweets and chewing gums to be invented or engineered,
also of various flavors, apart I would like to know the process of making everything.