BSBCUS501 Student Assessment

RTO 41111 CRICOS 03487C
Student Assessment Tasks
BSBCUS501 Manage Quality Customer Service
BSBCUS501 Manage quality customer service

Vocational Training Institute RTO 41111 CRICOS 03487C Page 1 of 42
Version: October 2019 v1.0
© J&S Learningwork 2018
Table of Contents
Table of Contents 2
Assessment Information 3
Assessment Instructions 5
Student Assessment Agreement 6
Assessment Task 1 Cover Sheet 7
Assessment Task 1: Written Questions 8
Assessment Task 1 Instructions 10
Assessment Task 1 Checklist 20
Assessment Task 2: Customer service strategy planning project 22
Assessment Task 3: Customer service delivery project 30
Assessment Task 4: Complaints analysis project 35
Assessment Task 5: Customer feedback and analysis project 38
Assessment Task 5 Instructions as provided to students 39

Vocational Training Institute RTO 41111 CRICOS 03487C Page 2 of
Assessment Information
The assessment tasks for BSBCUS501 Manage quality customer service are included in this Student
Assessment Tasks booklet and outlined in the assessment plan below.
To be assessed as competent for this unit, you must complete all of the assessment tasks satisfactorily.
As the Assessment Tasks for this unit of competency may be undertaken as open book assessment (where you
may have researched student resources that have been provided to you for this unit of competency or where you
may have conducted research utilising the internet. In either case, for performance or knowledge evidence you
must cite your resource as part of your evidence.
Assessment Plan
Assessment Task Overview
1. Written questions You must correctly answer all questions.
You must develop a customer service strategy and meet with the
2. Customer service planning project
management team to seek feedback and approval.
You must review customer correspondence to ensure it meets

3. Customer service delivery project required response times and information requirements, as well as
meet with staff to discuss variances and required actions.
4. Customer complaints analysis You must review a complex complaint and develop solutions to
project avoid poor customer service.
5. Customer feedback and analysis You must develop a customer survey and analyse the results of a
project customer survey.
Assessment Preparation
Please read through this assessment thoroughly before beginning any tasks. Ask your assessor for
clarification if you have any questions at all.
When you have read and understood this unit’s assessment tasks, you must fill out and sign the Student
Assessment Agreement, and hand it to your assessor, who will countersign it.
Keep a copy of all of your work, as the work submitted to your assessor will not be returned to you.
Assessment appeals
If you do not agree with an assessment decision, you can make an assessment appeal as per VTI’s
assessment appeals process.
You have the right to appeal the outcome of assessment decisions if they feel they have been dealt with
unfairly or have other appropriate grounds for an appeal.
Naming the documents
It is important that you name the documents that you create for this Assessment Task in a logical manner.
Each should include:
 Unit Identification Code
 Assessment Task number
Activity Number
 Document title (if appropriate)
 Student name and ID
 Date it was created
For example, BSBCUS501 AT2 Customer Service Strategy Joan Smith 20/04/17
Additional Resources
You will be provided with the following resources before you begin each Assessment Task.
Assessment Task 2
 Customer Service Strategy Template
Assessment Task 3
 Customer rtos and Responses
 List of Services
 Policy and Procedures
Assessment Task 4
 Briefing Report Template
Assessment Task 5
 Customer Survey Report Template
Assessment Instructions
Each assessment task in this booklet consists of the following:
Assessment Task Cover Sheet

This must be filled out, signed and submitted together with your assessment responses.
The Assessment Task Cover Sheet will be returned to you with the outcome of the assessment, which will be
satisfactory (S) or Not satisfactory (NS). If you did not submit a task by the required date, Did Not Submit (DNS) will
be recorded. If your work has been assessed as being not satisfactory, your assessor will include written feedback
in the Assessment Task Cover Sheet giving reasons why. Your assessor will also discuss this verbally with you and
provide advice on re-assessment opportunities as per
VTI’s re-assessment policy.
Depending on the task, this may include

 resubmitting incorrect answers to questions (such as short answer questions and case studies)
 resubmitting part or all of a project, depending on how the error impacts on the total outcome of the
task
 redoing a role play after being provided with appropriate feedback about your performance
 being observed a second (or third time) undertaking any tasks/activities that were not satisfactorily
completed the first time, after being provided with appropriate feedback.
Assessment Task Information

This gives you:
 a summary of the assessment task
 information on the resources to be used
 submission requirements
 re-submission opportunities if required
Assessment Task Instructions

These give questions to answer or tasks which are to be completed.
Your answers need to be written or typed up using software as indicated in the Assessment Task
Instructions.
Checklist
This will be used by your assessor to mark your assessment. Read through this as part of your preparation
before beginning the assessment task. It will give you a good idea of what your assessor will be looking for
when marking your responses.
Student Assessment Agreement
Make sure you read through the assessments in this booklet before you fill out and sign the agreement
below.
If there is anything that you are unsure of, consult your assessor prior to signing this agreement.
Have you read the assessment requirements for this unit?  Yes  No
Do you understand the requirements of the assessments for this unit?  Yes  No
Do you agree to the way in which you are being assessed?  Yes  No
Do you have any specific needs that should be considered?  Yes  No
If so, explain these in the space below.
Do you understand your rights to re-assessment?  Yes  No

Do you understand your right to appeal the decisions made in an assessment?  Yes  No
Student name
Student number
Student signature
Date
Assessor name
Assessor signature
Date
Assessment Task 1 Cover Sheet
Student Declaration
To be filled out and submitted with assessment responses
 I declare that this task is all my own work and I have not cheated or plagiarised the work or colluded
with any other student(s).
 I understand that if I am found to have plagiarised, cheated or colluded, action will be taken against me
according to the process explained to me.
 I have correctly referenced all resources and reference texts throughout these assessment tasks.
Student name
Student ID number
Student signature
Date
Assessor declaration
 I hereby certify that this student has been assessed by me and that the assessment has been carried
out according to the required assessment procedures.
Assessor name
Assessor signature
Date
Assessment outcome S NS DNS Resubmission Y N
Feedback
Student result response

 My performance in this assessment task has been discussed and explained to me.
 I would like to appeal this assessment decision.
Student signature
Date
A copy of this page must be supplied to the office and kept in the student’s file with the evidence.
Assessment Task 1: Written Questions
Task summary
This is an open book test, to be completed in the classroom.
A time limit of 2 hours to answer the questions is provided.
You need to answer all of the written questions correctly.
Write your answers in the space provided. If you require additional space, please attach extra A4 sheets.
Required
 Access to textbooks and other learning materials
 Computer with internet access
Timing
Your assessor will advise you of the due date of this assessment.
Submit
 Answers to all questions
Assessment criteria
All questions must be answered correctly in order for you to be assessed as having completed the task
satisfactorily.
Re-submission opportunities
You will be provided feedback on their performance by the Assessor. The feedback will indicate if you have
satisfactorily addressed the requirements of each part of this task.
If any parts of the task are not satisfactorily completed, the assessor will explain why, and provide you
written feedback along with guidance on what you must undertake to demonstrate satisfactory performance.
Re-assessment attempt(s) will be arranged at a later time and date.
You have the right to appeal the outcome of assessment decisions if you feel that you have been dealt with
You are encouraged to consult with the assessor prior to attempting this task if you do not understand any
part of this task or if you have any learning issues or needs that may hinder you when attempting any part of
the assessment.
Written answer question guidance
The following written questions use a range of “instructional words” such as “identify” or “explain”, which tell
you how you should answer the question. Use the definitions below to assist you to provide the type of
response expected.
Note that the following guidance is the minimum level of response required.
Analyse – when a question asks you to analyse something, you should do so in detail, and identify
important points and key features. Generally, you are expected to write a response one or two paragraphs
long.
Compare – when a question asks you to compare something, you will need to show how two or more things
are similar, ensuring that you also indicate the relevance of the consequences. Generally, you are expected
to write a response one or two paragraphs long.
Contrast – when a question asks you to contrast something, you will need to show how two or more things
are different, ensuring you indicate the relevance or the consequences. Generally, you are expected to write
a response one or two paragraphs long.
Discuss – when a question asks you to discuss something, you are required to point out important issues or
features and express some form of critical judgement. Generally, you are expected to write a response one
or two paragraphs long.
Describe – when a question asks you to describe something, you should state the most noticeable qualities
or features. Generally, you are expected to write a response two or three sentences long.
Evaluate – when a question asks you to evaluate something, you should put forward arguments for and
against something. Generally, you are expected to write a response one or two paragraphs long.
Examine – when a question asks you to examine something, this is similar to “analyse”, where you should
provide a detailed response with key points and features and provide critical analysis. Generally, you are
expected to write a response one or two paragraphs long.
Explain – when a question asks you to explain something, you should make clear how or why something
happened or the way it is. Generally, you are expected to write a response two or three sentences long.
Identify – when a question asks you to identify something, this means that you are asked to briefly describe
the required information. Generally, you are expected to write a response two or three sentences long.
List – when a question asks you to list something, this means that you are asked to briefly state information
in a list format.
Outline – when a question asks you to outline something, this means giving only the main points, Generally,
you are expected to write a response a few sentences long.
Summarise – when a question asks you to summarise something, this means (like “outline”) only giving the
main points. Generally, you are expected to write a response a few sentences long.
Assessment Task 1 Instructions
Provide answers to all of the questions below:
1. Explain the purpose of the Australian Consumer Law and how it protects consumers’ rights.
Your Source:
Assessor to deem the above response as either S (Satisfactory) or NS (Not Satisfactory)
2. Outline the consumer guarantees that apply for both products and services under the Australian
Consumer Law.
Your Source:

Version 5.0
3. List the types of products and services covered by the consumer guarantee.
Your Source:
4. Explain why it is unlawful for a retailer to display a sign to say that no refunds are provided.
Your Source:
5. Discuss whether consumers are legally entitled to a refund or replacement if they
change their mind when buying a product or service.
Your Source:
6. Discuss the statement below in relation to guidelines about consumer guarantees. Provide an
example to illustrate your answer.
“Some suppliers or manufacturers tell the consumer an extended warranty provides extra
protection, which the consumer would not have unless they buy it.”
Your Source:
7. Explain at least two benefits of an effective complaint handling system for
businesses and consumers and outline the standard steps that you would use to effectively deal
with a customer complaint.
Your Source:
8. A retailer wishes to establish a consistent welcome procedure for sales staff to follow when a
potential client enters the sales room. Outline a standard procedure that the sales people could
follow. Your answer should be in easy to follow steps.
Your Source:
9. Explain the concept of service standards and their importance. Identify two
examples of services standards.
Your Source:
10. Explain why a company committed to best practice customer services may choose to measure
its service standards.
Your Source:
11. Explain the concept of public relations as a method of marketing communication.
Your Source:
12. Explain five methods by which a company can promote its products.
Your Source:
13. Explain how customer service can impact on the public relations image of a
company.
Your Source:
14. Explain how you could overcome verbal communication barriers with customers.
Your Source:
15. Explain how you can overcome barriers to communication with customers who
have a hearing impairment.
Your Source:
16. Outline four keys way of providing excellent customer service.
Your Source:
17. Explain why an unhappy customer is not good for business.
Your Source:
18. Explain the importance of understanding customer behaviour and two techniques that can be
used to analyse customer behaviour.
Your Source:
19. Explain three key customer research methods.
Your Source:
20. Explain the importance of recording and monitoring complaints.
Your Source:
Assessment Task 1 Checklist
Note to Assessor: When assessing student evidence for this assessment task, you must assess the evidences
submitted by student in accordance with Rules of Evidence and Principles of Assessment (Standards for RTO’s
2015- Clause 1.8)
Student’s name:
Completed
Did the student provide a sufficient and successfully
Comments
clear answer that addresses the
suggested answer for: Yes No
Question 1
Question 2
Question 3
Question 4
Question 5
Question 6
Question 7
Question 8
Question 9
Question 10
Question 11
Question 12
Question 13
Question 14
Question 15
Question 16
Question 17
Question 18
Question 19
Question 20
Task Outcome: Satisfactory  Not Satisfactory 
Assessor signature
Assessor name

Student’s name:
Completed successfully
Did the student provide a
sufficient and clear answer that Comments
addresses the suggested Yes No
answer for the following?
Date

Student Declaration
Student name
Student ID number
Student signature
Date
Assessor name
Assessor signature
Date
Feedback

Student signature
Date

Assessment Task 2: Customer service strategy planning project
Task summary
For this assessment task you are required, in the role of Operations Manager of Ozhouse Clean, to
research and develop a customer service strategy for the company. Your strategy will need to be discussed
with, and agreed on by, senior management.
This task is to be completed in the simulated work environment at VTI.
Required
 Computer and Microsoft Office
 Access to the Internet for research
 Access to consumer legislation/regulations/codes of practice at the following web sites:
http://www.accc.gov.au/consumers
http://www.australia.gov.au/information-and-services/business-and-industry/consumer-rights
 Customer Service Strategy Template
Timing
The assessor will advise you of the due date of this submission.
Submit
 Regulations report and customer service strategy.
 Revised customer service strategy and screen shot
Assessment criteria
For students’ performance to be deemed satisfactory in this assessment task, they must satisfactorily
address all of the assessment criteria. If part of this task is not satisfactorily completed they will be asked to
complete further assessment to demonstrate competence.
You will be provided feedback on their performance by their Assessor. The feedback will indicate if you have
If any parts of the task are not satisfactorily completed your assessor will explain why and provide you
You have the right to appeal the outcome of assessment decisions if they feel they have been dealt with
You are encouraged to consult with their assessor prior to attempting this task if you do not understand any
part of this task or if you have any learning issues or needs that may hinder them when attempting any part
of the assessment.
Carefully read the following:
Ozhouse Clean is a cleaning services company based in Melbourne. The company offers professional,
residential cleaning services, including regular home cleans, as well as spring cleans.
The company’s mission, vision and values as follows:
Mission
Ozhouse Clean is committed to providing the highest quality residential and commercial cleaning services
available by exceeding the expectations of our clients.
Vision
We are constantly working to establish ourselves as the most respected and sought-after contract cleaning
and facilities support service in Melbourne.
Values
Respect: taking time to understand and value each of our customers and respecting their choices.
Responsibility: acting with integrity towards our staff, our customers, the community and the environment.
Caring: a duty of care for our staff, customers and the environment.
Excellence: to always look to provide the best quality experience with regards to our cleaning and our
customer service.
Integrity: to act with honesty, openness and do what we say we will do.
Innovation: to be industry leaders.
Objectives
Our key objectives and that are fundamental to our business in delivering world-class cleaning and
customer service, are as follows:
 Provide our customers with a professional and friendly service.
 To increase the number of clients by 10% each year.
 Meet or exceed the expectations of customers.
 Implement best practice in cleaning operations, including environmentally sustainable practices.
Currently 70% of the company’s customers are residential customers. Most of these customers are full-time
workers, needing cleaning services because of their busy lifestyle. Most customers use regular cleaning
services (either once a week or twice a week for 3 – 4 hours).
The company also has a small number of commercial contracts for cleaning. Generally, these involve
cleaning staff going in each evening for 2 hours to clean the office.
Regular services are priced at $35 per hour and the market is very sensitive to price and quality of service
delivered.

The company does not currently have a customer service strategy. As part of the current
strategic planning process and overall drive to achieve excellence within the company you, as the
Operations Manager (responsible for a team of staff including call centre operators and the cleaning team),
have been tasked with the responsibility to develop a customer service strategy and a customer service
charter that aligns with the company’s strategic plan mission, vision and objectives. All customer services
strategies need to be implemented during upcoming year and a priority assigned.
The management team has developed a key principle on which the customer service strategy is to be
based:
We listen to our customer, understand their needs and deliver services to meet these needs.
The management team has advised that all strategies must come from that principle and that strategies
must also address (but not be limited to) the following key areas:
 Staff training: currently staff are not trained in customer service
 Customer feedback mechanisms: there are no formal mechanisms in place for customers to provide
feedback
 Quality and consistency of service provided: while the company does not receive many complaints,
most of them relate to customers being unhappy with the level or detail of cleaning provided. A
quality assurance mechanism needs to be in place to be able to check that the cleaning completed
will be satisfactory to the customer. This is currently not in place.
 Development of a customer service charter: the company wants to tell customers about what they
can expect, how they can provide feedback and the complaints process.
Complete the following activities:
1. Write a regulations report.

Use the Internet to find out about legislation and regulations that the company needs to abide by
in its delivery of services and ensure that this information is incorporated into the development of
customer service strategies.
You will also need to provide an overview of the legislative and regulatory context at the meeting
with staff so ensure you make notes to guide your delivery of the information to staff.
Use the Internet to find examples of customer service strategies developed by other companies.
Make notes on your findings.
Using secondary sources of information, research and identify likely key customer needs in
relation to cleaning services, including as a minimum quality of service, cost of service,
response times from booking of service to completion and so on.
Your report should be between half a page and one-page long.

2. Develop a customer service strategy
Research options for customer service strategies and customer needs
The customer service strategy should clearly reflect the customer needs you have identified and
show how these needs will be satisfied through the service provided. The strategy should also
document specific actions, priority and performance indicators.
Use the Customer Service Strategy Template to guide your work.
You will modify this document following a meeting with the Management Team, so save this
version as Draft Customer Service Strategy.
3. Submit regulations report and customer service strategy to the management team (your
assessor).
4. Meet with the Management Team

At the meeting you, you will discuss and confirm the customer service strategy with the General
Manager (your assessor).
At the meeting, you will be required to:
 Explain the importance of customer service, as well as legislation and regulations key to
customer service
 Explain each of the strategies and actions in the new customer service strategy
 Explain how strategies and actions will assist in achieving the key customer service
principles, as well as strategic mission, vision and objectives.
 Explain how your plans achieve the quality, time and cost specifications that the company
has agreed to uphold for customers.
During the meeting, demonstrate effective communication skills including:

 Speaking clearly and concisely
 Using non-verbal communication to assist with understanding
 Asking questions to identify required information
 Responding to questions as required
 Using active listening techniques to confirm understanding
Your assessor (in the role of the General Manager) will provide you with feedback on your
strategy, which you will incorporate into the document in.
5. Revise your customer service strategy.
Following the meeting, incorporate your General Manager’s feedback into your customer service
strategy.
Save this draft of the document as Revised Customer Service Strategy.
6. Take a screen shot of your folder and files.

Ensure that you have an overall folder for your work for this unit, as well as sub folders if
necessary.
All of the documents that you have submitted for this assessment task should be correctly
named and filed.
Folders must be logical and well-organised, and you will be assessed on this.
The screen shot should show all the folders and documents.
7. Submit revised customer service strategy and screen shot to the management team (your
assessor).
2015- Clause 1.8)
Student’s name:
Completed
successfully
Did the student: Comments
Yes No
Outline the legislative and regulatory context of the

organisation relevant to customer service?
Identify customer needs through research and reflect

these needs in the customer service strategy?
Develop a customer service strategy in the required

format that includes appropriate strategies and actions
to achieve the strategic vision, mission and objectives
and key customer service principles?
Identify suitable actions, priority and performance

indicators within the customer service strategy to
achieve agreed quality, time and cost specifications?
During the meeting, demonstrate effective

communication skills including:
 Using non-verbal communication to assist
with understanding
 Using active listening techniques to
confirm understanding
Incorporate feedback as provided by the management

team into the final customer service strategy?
Manage records effectively by creating appropriate

folders and storing all files?

Assessor signature
Assessor name
Date
Student Declaration
Student name
Student ID number
Student signature
Date
Assessor name
Assessor signature
Date
Feedback

Student signature
Date
Assessment Task 3: Customer service delivery project
Task summary
As the Operations Manager responsible for ensuring delivery of quality services, students will review a
sample of quotes provided by customer service staff to customers.
Once they have completed their analysis, they will meet with the customer service team to discuss any
issues that they identified through their review, and actions to be taken to ensure quality customer service.
They will also be required to demonstrate their ability to problem-solve through unexpected information
provided by their customer service team.
Required
 Access to the Internet for research
 Customer Emails and Responses
 Customer Service Policy and Procedures
 Ozhouse Clean List of Services
Timing
Your assessor will advise you of the due date of these submissions.
Submit
 Customer service analysis
Assessment criteria
For your performance to be deemed satisfactory in this assessment task, you must satisfactorily address all
of the assessment criteria. If part of this task is not satisfactorily completed, you will be asked to complete
further assessment to demonstrate competence.

the assessment.

1. Write a customer service analysis

Review all of the following documents:
 Customer Emails and Responses sent by the customer service staff.
 Customer Service Policy and Procedure.
 Ozhouse Clean List of services
Review the information given on delivery of company services according to quality and delivery
standards. Check whether the response times for the delivery of quotes is in accordance with
timelines specified in the Customer Service Policy and Procedures.
Check whether the information provided within the quote is correct as per the Ozhouse Clean
List of Services.
Make notes on variances in response times or correctness of information. This information will
need to be shared at the meeting with staff.
Identify and make notes on actions to address identified issues with response time or
correctness of information to discuss with the staff member at a meeting. This should be both
immediate action/s or actions to be completed over a period of time.
This review will help you determine whether the information contained in the quotes is correct
and has been sent to customers according to the required timelines.
Your analysis should be about one page.
2. Conduct service delivery analysis meeting

Meet with your customer service team (your assessor) to:
 Outline response timelines and information requirements as included in the Customer
Service Policy and Procedures and List of Services.
 Explain any variances identified through your review of the email correspondence.
 Outline your proposed actions.
 Open the meeting to discuss your proposed actions.
During the meeting, demonstrate effective communication skills including:

 Using non-verbal communication to assist with understanding
 Using active listening techniques to confirm understanding
At the meeting, your team (your assessor) will also give you some unexpected information,
which you will need to discuss, and identify additional or revised actions. These should be
discussed in the meeting.
3 Submit customer service analysis to the customer service team (your assessor).
2015- Clause 1.8)
Student’s name:
Completed
successfully
Comments
Did the student: Yes No
Check that services are being delivered according

to customer service standards, including monitoring
the performance of the team against required
customer service standards?
Ensure the delivery of services to required

customer services by identifying suitable actions to
address underperformance?
Assist the team to achieve the required standards

by confirming required standards, explaining the
underperformance and outlining actions required?
During the meeting, demonstrate effective

communication skills including:
 Using non-verbal communication to assist
with understanding
 Asking questions to identify
required information
 Using active listening techniques to
confirm understanding
Adjust services/customer service standards

according to consultation with the team?
Assessor signature
Assessor name
Date
Student Declaration
Student name
Student ID number
Student signature
Date
Assessor name
Assessor signature
Date
Feedback

Student signature
Date
Assessment Task 4: Complaints analysis project
Task summary
For this assessment task, students are required to review and analyse customer complaints lodged with
Ozhouse Clean, and to provide a briefing report to the General Manager about solutions.
Required
 Access to the internet for research
 Briefing Report Template
Timing
Your assessor will advise you of the due date of these submissions.
Submit
 Briefing report
Assessment criteria
For your performance to be deemed satisfactory in this assessment task, you must satisfactorily address all
of the assessment criteria. If part of this task is not satisfactorily completed, you will be asked to complete
further assessment to demonstrate competence.
the assessment.
Last October, Ozhouse Clean signed up to a number of group buying website to increase the demand for its
services. There has been a marked increase in customers, but there has also been a significantly increased
number of complaints.
The following complaints have been logged in the complaints register since signing up to the group buying
web site as follows:
 Three customers have recently called to redeem their voucher. Customer service officers have
checked the vouchers and found that they are out of date. Customer service officers have therefore
advised customers that as the vouchers are out of date, and they are no longer able to redeem
them. Two of the customers have complained to the Department of Fair Trading that they are
unable to redeem the services paid for. Note that the company’s refund policy on their web site does
not refer to refunds in relation to vouchers.
 Two customers have complained that they had to wait too long to redeem their vouchers for an
introductory clean. This is because in signing up to group buying the demand for services resulted in
delays.
 A customer called to complain that they had called to book an introductory clean, but ware told that
that the voucher only covered one free hour of cleaning and they would have to pay the full amount,
requiring the customer to pay an additional $70.
As Operations Manager, you have been asked to investigate and report on these complex complaints, as it
appears that the company had not investigated these situations prior to signing up with the group buying
web site.
1. Write a complex complaint briefing report.

Your investigation should include an analysis of the legal situation, example cases and
recommendations for how to avoid this situation in the future.
Your briefing report should address:

a. Summary of the issues
b. Analysis of relevant legislation.
c. Issues with use of group buying web sites for businesses, including benefits and pitfalls.
d. Recommendations for actions, including response to the customers, as well as
recommendations that can be adopted internally to avoid this situation reoccurring.
Use the Briefing Report Template to guide your work.
2. Submit briefing report to your assessor.

2015- Clause 1.8)
Student’s name:
Complete
d
Comments
successfu
Research relevant legislation and

example cases in order to solve
complex consumer complaints?
Identify and report on solutions based on

analysis of legislation and example cases,
including appropriate solutions for
customer, as well as internal solutions?
Assessor signature
Assessor name
Date
Assessment Task 5: Customer feedback and analysis project
Task summary
For this assessment task, you are required to develop a customer survey for Ozhouse Clean.
You will then analyse the results, and develop a short report for your team about the results of the survey,
as well as your recommendations for changes to customer services or standards based on your analysis.
Required
 Access to the internet for research
Timing
Advise the student of the due date of these submissions.
Submit
 Customer survey
 Customer survey report
Assessment criteria
Students must complete all of the activities listed and will be assessed against the assessment criteria
included in the checklist included with this task.
If a student submits work that is not satisfactory, the assessor will provide written feedback explaining why,
as well as timelines for resubmission.
Assessment Task 5 Instructions as provided to students
Based on the customer service issues identified as a result of the customer complaints issue, Ozhouse
Clean has decided to be proactive and identify customer needs through use of a customer feedback
survey. As Operations Manager of Ozhouse Clean, you are required to develop the customer survey.
1. Conduct research
Use the internet to research real life customer surveys used by businesses, as well as how
these surveys are administered (e.g. online) and how often.
Identify best practices in customer surveys in regard to questionnaire design and survey method
and frequency. Make notes on your findings
2. Develop a customer survey

Based on the areas identified in the task instructions (i.e. quality of service, ability to meet
timelines, staff performance and cost of services), develop a customer survey.
Your survey should include at least 10 questions.

You may also include rating criteria for customer to rate their responses.
Send the customer survey to your assessor. It should outline the purpose of the survey and
include your recommendations on how often the survey should be administered and by what
method based on the research you undertook. You should include a clear rationale for your
recommendations.
3. Submit Customer Survey to your assessor.

It is six months later, and a customer survey has been completed by sending out a one-off survey to 300
customers by email.
49 customers responded to the survey and the findings are as follows:
Overall satisfaction with Ozhouse Clean services
26 totally satisfied, 18 somewhat satisfied, 4 dissatisfied and 1 totally dissatisfied
Industry benchmarks show that the average number of customers who indicate that they are totally
satisfied is 42%.
Ease of doing business with Ozhouse Clean
Industry benchmarks show that the average number of customers who indicate that they are totally
satisfied with ease of business is 47%.
Customers who said they would use Ozhouse Clean Services again are:
Industry benchmarks show that the average number of customers who indicate that would use
services again is 72%.
Customers who said they would recommend Ozhouse Clean to others
Industry benchmarks show that the average number of customers who indicate that they would
recommend the company to others is 63%.
Other comments made in response to question inviting customer suggestions:
 Cleaning staff great, but phone service a bit average
 Customer service staff could do with a bit more knowledge about products sold by the company,
good on services knowledge but not on products
 Optional extras such as ironing would be great as an add-on service.
4. Write a Customer Survey Report.

Review the scenario information and analyse the results.
Develop a short report (about 1 page) to discuss the results of your analysis.
Your briefing report should include, as a minimum:

 A shout introduction outlining where the data is from
 An analysis of the results against industry benchmarks for overall customer satisfaction,
ease of doing business and customer loyalty.
 Your overall analysis of how the company is performing in terms of customer service.
 Your recommendations based on the customer survey conducted and your analysis.
Use the Customer Survey Report Template to guide you work.
5. Submit Customer Survey Report to your team (your assessor).

2015- Clause 1.8)
Student’s name:
Completed
successfully Comments
Develop a customer survey in order to obtain customer

feedback?
Identify areas where customer feedback is needed and
develop questions accordingly?
Identify and use best practice strategies for customer
surveys, including questionnaire design, method and
frequency?
Analyse data from consumer survey and identify
implications for services provided?
Report on the outcome of the customer survey and
give recommendations for future improvement?
Assessor signature
Assessor name
Date


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Student Assessment Tasks

BSBCUS501 Manage Quality Customer Service

BSBCUS501 Manage quality customer service

BSBCUS501 Manage quality customer service

Assessment Task Overview

1. Written questions You must correctly answer all questions.

You must review customer correspondence to ensure it meets

Each assessment task in this booklet consists of the following:

Assessment Task Cover Sheet

Depending on the task, this may include

Assessment Task Information

Assessment Task Instructions

Do you understand your rights to re-assessment?  Yes  No

Assessment outcome S NS DNS Resubmission Y N

Student result response

Provide answers to all of the questions below:

BSBCUS501 Manage quality customer service

16. Outline four keys way of providing excellent customer service.

20. Explain the importance of recording and monitoring complaints.

Task Outcome: Satisfactory  Not Satisfactory 

BSBCUS501 Manage quality customer service

BSBCUS501 Manage quality customer service

Assessment outcome S NS DNS Resubmission Y N

Student result response

BSBCUS501 Manage quality customer service

This task is to be completed in the simulated work environment at VTI.

Carefully read the following:

The company’s mission, vision and values as follows:

BSBCUS501 Manage quality customer service

Complete the following activities:

1. Write a regulations report.

Your report should be between half a page and one-page long.

BSBCUS501 Manage quality customer service

Use the Customer Service Strategy Template to guide your work.

4. Meet with the Management Team

During the meeting, demonstrate effective communication skills including:

Save this draft of the document as Revised Customer Service Strategy.

6. Take a screen shot of your folder and files.

Outline the legislative and regulatory context of the

Identify customer needs through research and reflect

Develop a customer service strategy in the required

Identify suitable actions, priority and performance

During the meeting, demonstrate effective

Incorporate feedback as provided by the management

Manage records effectively by creating appropriate

Task Outcome: Satisfactory  Not Satisfactory 

Assessment outcome S NS DNS Resubmission Y N

Student result response

This task is to be completed in the simulated work environment at VTI.

BSBCUS501 Manage quality customer service

BSBCUS501 Manage quality customer service

Complete the following activities:

1. Write a customer service analysis

Your analysis should be about one page.

2. Conduct service delivery analysis meeting

During the meeting, demonstrate effective communication skills including:

Check that services are being delivered according

Ensure the delivery of services to required

Assist the team to achieve the required standards

During the meeting, demonstrate effective

Adjust services/customer service standards

Task Outcome: Satisfactory  Not Satisfactory 

Assessment outcome S NS DNS Resubmission Y N