SQB's blog

Cup Cakes

i will be selling cup cakes, i have already handed out questionaires for my research. we are now designing the posters and deciding when the cake sale should be held.

please comment and tell me what day would be suitable for you.

customers questionairs/ comment cards

Customer Questionnaires is a series of questions that customer have to answer about the business, many restaurants prefer to put comment cards on the table and ask you to complete it before you leave, other businesses do this to.e.g. in a restaurant they will leave the comment card on the table so when the customer finish and before they will leave they will give there view about the food.

Mystery customer

Mystery customer is when some retailers send their own employees to visit there own store as a customer and then they discuss things about the business from a customer points of view e.g. the speed of service, attitude of the staff and the quality of the finish result. and also tesco will send some one to tesco headoffice will send a myster customer to tesco and pretend they are a normall customer so they will see how tesco is doing with customers.

staff feedback

Staff feedback is when a staff gives their opinion about the business they work for to the employer for possible improvement; they can make both positive and negative comments.e.g Thorpe park they staff will ask customers about how there day is and if there is any complaints about the park then the staff will come and tell the manger of Thorpe park so they will improve it

customer questionaire/ comment cards
customer questionaires are like surveys that the staff give you to fill in, for positive or negative feedback. Thorpe park gives you surveys on your way out of the park, so they know how well their customer service is.

customer questionaire/ comment cards
customer questionaires are like surveys that the staff give you to fill in, for positive or negative feedback.

customer questionaire/ comment cards
customer questionaires are like surveys that the staff give you to fill in, for positive or negative feedback.

informal customer

Informal customer feedback is when a customer gives an opinion without feeling the pressure or tension; they speak in friendly or informal manner as they would do with their friends.e.g. in Thorpe park if a customer doesn’t like something in the park they will give there opinion without having any pressure on them.

The most important part of customer service is listening to your customers.

How do you measure customer services?

1.) Sales renewed rates.
- this is repeated business for organisations like tesco. people will shop at tesco because its convineince, staff are polite, you get a club card.
2.) No. of queries or complaints about your product or services.
- No. of questions or complaints you got by your customers for all your products, so if tesco is selling a kettle and it breaks down in a few weeks people will complain. if their are a high number of people giving products back it shows poor customer service from tesco.
3.) No. of complaints about your employees.
- No. of customer complaints about your employees. in places like JJB the employees are rude because they are yougsters. so they would get alot of complaints about their employees.
4.) No. of damaged or faulty goods returned.
- you can measure how many dodgy things you are selling. to find out if your business is getting stuff from the right places. stores like tesco would measure how much dodgy things they have been selling so they can keep their customers happy.
5.) Average order - fulfillment times.
- Measure how good your service if by measureing the order fulfillment time. online stores like amazon would measure how long they would take their order to their customers.
6.) No. of contacts with a customer each month
- if you have very little customer contact is a good thing because ussually when your customer comes back to you its a complaint or a fualty good. online businesses like Ebay would use querys to keep all their members convosations.
7.) Volume of marketing matierial sent out and responses generated.
- Contacted after sent out adverts is good. small businesses like your nearest post office would advert a job for papper round and get contacted within a few days,
8.) Time taken from order to delivery.
- If your slow at selling your products to your customers its bad customer service. sainsburys or tescohave their own delivery vans and trucks so they can provide quick deliverys to their customers