This document is Customer Feedback.

It is part of the supporting assessment resources for Assessment Task 2 of BSBCUS403.

Ozhouse Clean

Customer feedback

An online survey was used for customer feedback. The link to the survey was sent to 200 customers, of whom 30 replied.

The following are the results of surveys of customers who use Ozhouse Clean Services. Customers were asked to rate each item from 1 to 10
where 1 equals very poor and 10 equals excellent.

Average results are given below.

Customer Service staff competence 5

Customer service staff empathy 6
Customer service staff responsiveness 8
Cleaning staff competence 9

Satisfaction with quality of purchase 9

Satisfaction with price of purchase 7
Satisfaction with customer service experience5
Satisfaction with response rate 4

Customer trusts company 8

Likely to continue to use services 8
Likely to recommend others to purchase 8

Only four of the customers surveys provided extra comments in the comments box.
These are as follows:

Copyright© ECA College RTO 45012 v20.0

This document is Customer Feedback.
It is part of the supporting assessment resources for Assessment Task 2 of BSBCUS403.

“I don’t’ think the company matches up to its stated customer service standard. Getting through to a customer service operator without
having to wait is hard. Also booking services isn’t quick. You usually have to wait a week.”

“The last time I called Ozhouse Clean I received very average service. I requested an urgent clean due to unexpected visitors. I was told
I would be sent an email to confirm the service, but this did not happen. I called again and was told the same thing. I just gave up then.”

“I am very happy with the cleaner. She is efficient and hard working. I only use the service occasionally so telephone to book a service.
This is where I think the company lets itself down as staff answering the telephone do not seem to be very well informed. For example,
I always have to say who I am and the services I use, whereas it would seem to me that the staff member could just look at the
database.”

“Great cleaning service, poor customer service. I booked a service and then received an invoice for twice the amount quoted. I am still
waiting for this to be resolved.”

Copyright© ECA College RTO 45012 v20.0