Design effective tools to measure customer satisfaction

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Reference no: EM132845490 , Length: word count:1800

THEMGT503 Managing Customer Service Excellence - Tafe Sa

Assessment - Formal Report on Practical Project / Live Case Study

The objective of this assessment is for you to analyse, measure and critique customer service strategies and make recommendations.

LO1: Analyse the planning, design, organisation and co-ordination of exceptional quality services.
LO2: Design effective tools to measure customer satisfaction with service.
LO3: Review and adjust customer service strategies.

Task: Find an example of a tourism, hospitality or events related case study or publication showcasing exceptional customer service by an organisation.

In your own words, analyse and critique the selected organisation's approaches to planning, designing, organising and co-ordinating of their service delivery.

After your critical analysis, choose a customer service strategy the organisation currently has, and recommend an adjustment to this customer service strategy.

Design tools (minimum of three) that will effectively measure customer satisfaction of your recommended adjustment to customer service. This must include both qualitative and quantitative data collection methods.

Within an appendix of the report, you will need to provide a summary of the case study and/or findings used in the assessment. Content of the appendix will not be part of the word count for your assessment. If your case study and/or findings are internet based, you will need to provide the URL and/or link of where the information has been found.

Attachment:- Managing Customer Service Excellence.rar

Reference no: EM132845490

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