Table of Contents

Abstract:.....................................................................................................................................1
Customer survey findings...........................................................................................................1
Overall satisfaction with E-Officeworx:......................................................................................2
Ease of doing business with E-Officeworx.................................................................................3
Future customers:......................................................................................................................3
Customers Who would help in word of mouth:........................................................................5
Recommendations:....................................................................................................................5
Conclusion:.................................................................................................................................6

1
Abstract:
F ollowing survey has been conducted to unders tand the scope and
poss ibility of continuous improvement proces ses implementation. The
purpos e of this report is to examine a customer survey undertaken as part of
the continuous improvement system implementation. The survey was sent to a random
sample of customers to be completed through survey monkey. The survey was sent to 75
customers and 49 were returned.

Customer survey findings are as follows:

Total customers 75
Received Survey 49
Not-received 26

Totally Satisfied 26 20 42 38
Somewhat 18 19 6 8
satisfied
Dissatisfied 4 8 1 3
totally 1 2 0 0
dissatisfied
Total 49 49 49 49

Survey Result
Total customers Received Survey Not-received

26

Customer Response 49

75

customer survey findings:

2
 Customer survey fi ndings
Totally Satisfied Somewhat satisfied Dissatisfied totally dissatisfied

86%

78%
54%

41%

39%
36%

16%

16%
12%
8%

6%
4%
2%

2%

0%

0%
1 2 3 4

1. Overall satisfaction with E-Officeworx:

Industry benchmark:
Industry benchmarks show that the average number of customers who indicate that they are
totally satisfied is 42%.
Survey result:
So, the satisfaction level of customers is higher than the projected benchmark and its 54%.
Conclusion:
Results shows that overall customers are satisfied with the products and services provided by
E-Officeworx and that is great achievement that through continuous improvement company
will enable to achieve the overall satisfaction and loyalty of customers.

2. Ease of doing business with E-Officeworx

Industry benchmark:
Industry benchmarks show that the average number of customers who indicate that they are
totally satisfied with ease of business is 47%.
Survey result:
According to the survey 41% customers are satisfied and are at ease of doing business with
E-Officeworx.
Conclusion:
As the survey outcomes shows that for other companies the ease of doing business with E-
Officeworx is 40.81% whereas projected benchmark was 47%. It shows E-Officeworx need
to improve in this section, set meeting to achieve the targets, clear signage for customers and
safe environment for everyone.

3. Future customers:

3
Industry benchmark: Industry benchmarks show that the average number of customers who
indicate that they would purchase products again is 72%.

Survey Result: Achieved target of future customers of company is 86%.

Conclusion: The findings show a very positive response of future customer which shows that
customers are satisfied with the product quality and they will buy products in future of E-
Officeworx.

4. Customers Who would help in word of mouth:

Industry Benchmark:
Industry benchmarks show that the average number of customers who indicate that they
would recommend the company to others is 63%.
Survey Results:
The achieved target is 78%
Conclusion:
That is a great achievement for E-Officeworx that customers are loyal and will defiantly
recommend new customers to business.

Recommendations:

 To achieve the objective of company managers should show greater transparency of

the performance process, ensuring employees that they are measured the same as
anyone else in their role.
 E-Officeworks should enable all individuals to understand how they contribute to
organisational success, give value to each of their employees.
 For employees training and development, it is recommended that managers should
provide better support for internal development opportunities and increasing
employees’ skills and capabilities.
 Do efforts to attain highly satisfied customers through better sales experience.

Conclusion:
As E-Officeworx currently facing various issue such as low customer’s satisfaction, low
morale of sales officers and customer’s complaints etc. To fulfil company desire to be the
leading player of office supplies in market, the managerial authority planned to apply the
continuous improvement process to achieve its targets. The overall industry survey has been
conducted and shows very positive results. However, managers should overcome various
issues so that in future E-Officeworx would enable to do business with other business partner
and could sustain in market by capturing more market share.