Assessment Instructions

BSBCUS501 Manage quality customer service

Assessment Task 5: Customer feedback and analysis project

Task summary

Required

Submit

• Prepare an email to your assessor with your customer survey report attached

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.

Re-submission opportunities

Assessment Task 5 Instructions as provided to students

Carefully read the following:

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.

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 via email. Your email 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. Send an email to your assessor.

Overall satisfaction with Ozhouse Clean services

26 totally satisfied, 18 somewhat satisfied, 4 dissatisfied and 1 totally dissatisfied

Customers who said they would use Ozhouse Clean Services again are:

42 totally satisfied, 6 somewhat satisfied, 1 dissatisfied and 0 totally dissatisfied

Other comments made in response to question inviting customer suggestions:

• Cleaning staff great, but phone service a bit average

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:

Use the Customer Survey Report Template to guide you work.

5. Send an email to your team (your assessor).