Evidence 5: Workshop

“Using verbs to build

customer satisfaction tools”
LUIS CARLOS PUELLO BLANCO

MARIA ANTONIA VALDERRAMA

JORGE LUIS CASTILLA MIELES

JICKSON ERNESTO QUINTERO

 OBJECTIVES

First moment: written production Second moment: socialization - Virtual

session
 Read and analyze the survey to
measure the degree of customer  At this time, the members of the
satisfaction, which can be found in group must participate in an online
the downloadable document session and the report made will
associated with this evidence be presented in English.
 Make a report using regular and
irregular verbs in the past and
present with a minimum of one
hundred fifty (150) words and a
maximum of three hundred (300)
words that explains the result of
the customer satisfaction survey
analyzed. three hundred
 CONTEXT

The company "My sweet candy" produces candies and

chewing gums and needs to know the opinion of customers,
for this, they developed a survey to measure the degree of
satisfaction and they would like to know the results from a
report where the situation is evidenced and analyzed.

The satisfaction survey was carried out on fifty people

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

How likely is that you would recommend this

company to a friend or colleague?
EXTREMELY LIKELY 2
9 6
8 3
7 8
6 10
5 11
4 5
3 2
2 1
1 1
NO ALL LIKELY 1

0 2 4 6 8 10 12
2. Overall, how satisfied or dissatisfied are you with our company?

Overall, how satisfied or dissatisfied are you

with our company

VERY DISSATISFIED 4

SOMEWHAT DISSATISFIED 7

NEITHER SATISFIED NOR DISSATISFIED 15

SOMEWHAT SATISFIED 16

VERY SATISFIED 8

0 2 4 6 8 10 12 14 16 18
3. Which of the following words would you use to describe our products?
Select all that apply.
4. How well our products meet your needs?

How well our products meet your needs?

18

16

EXTREMELY WELL. VERY WELL. SOMEWHAT WELL. NOT SO WELL. NOT AT ALL WEL
5. How would you rate the quality of the product?
6. How would you rate the value for money of the product?

How would you rate the value for money of the product?
Excellent.; 3
Poor.; 6
Above average.; 5

Below average.; 16

Average.; 20
7. How responsive have we been to our questions or concerns about our products?

How responsive have we been to our questions or concerns about our

products?

Not applicable.; 2 Extremely responsive.;

Not at all responsive.; 4 7

Very responsive.; 5

Not so responsive.; 13

Somewhat responsive.; 19
8. How long have you been a customer of our company?

How long have you been a customer of our company?

13 13

10

This is my first Less than six Six months to a 1- 2 years. 3 or more years. I haven’t made a
purchase. months. year. purchase yet
9. How likely are you to purchase any of our products again?
 Conclusions
 Carrying out a satisfaction survey is the best way to find out what
customers think of the product or service. In this way, they have the tools
to meet customer expectations and not affect the company's income.
 The procedures carried out in the policies, management system and
continuous improvement, meeting the needs of customers is the main
tool of each company and we can measure it with a satisfaction survey to
all.
 A very important point is the attention given to respond to the immediate
and long-term need of the client, for that reason it is better to carry out
the survey, in this way a comparison will be obtained on the opinion of
the client and the service offered.
 The company "My sweet candy" must evaluate the data and make
decisions to correct the situations where it is failing. Making these
corrections would help the company increase its level of sales and
customer satisfaction.
 Recommendations
Taking into account the data collected in the survey, it is recommended:• Know
which products are most pleasing to customers.

 Understand customer needs.

 Attend to the needs of customers.

 Constantly evaluate the changes that are implemented to improve.

 Apply a continuous quality system to products that do not satisfy the customer.

 Increase the number of surveys to obtain a better evaluative result.

 Plan promotions or methods to incentivize and attract customers.

 Create methods that allow our products to satisfy the needs of each client.