components of the balanced scorecard. b) What were the key measures that were most useful and why were such measures useful? o Customer service lead time (customer perspective) o Customer service productivity (Learning & Growth perspective) Technical customers require efficient and excellent service delivery. Increasing technical support and improving customer satisfaction are very important for Sentra to maintain their growth of business and achieve their financial goals. Therefore the Company
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For a hotel always concerned about the quality of their service to their customers. However‚ customers are not satisfied about the quality of those serving. That has led to customers began to complain about the quality of service. Most hotels are known complaints have reduced the assessment of. Especially the complaints related to the long wait at check-in and checkout. This essay will discussion of the factors contributing to the complaint and proposed solutions to resolve them. Check-in and checkout
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QUESTIONNAIRES A comparative study on customer satisfaction of after sale services provided by TVS and hero Honda workshop Dear Sir/Madam As a part of our course curriculam‚ I am conducting a study on the topic “A COMPARATIVE STUDY OF CUSTOMER SATISFACTION OF THE AFTER SALE SERVICE PROVIDED BY THE JOYSHREE INDIA PVT.LTD AND JAY BEE HONDA WORKSHOP IN GUWAHATI CITY”.You are requested to kindly extend your cooperation in filling this questionnaire which would enable me to attain the objectives
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internet banking and how to improve the usage rate were the focus of research area in this study. Qualitative exploratory research using questionnaire was applied. 100 respondents were selected for study after initial screening. They were all bank customers. The study revealed that education‚ gender‚ income plays an important role in usage of internet banking. Not much research has been done on these areas as they were focused more on the acceptance of technology rather than on people. The research
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Assignment 3 Introduction: Marks and Spencer is one of the UK ’s leading retailer business organisations. They have 21 million people visiting their stores each week. They sell clothing‚ home products‚ as well as food‚ responsibly sourced from around 2‚000 suppliers globally. Their clothing and home ware sales account for 49% of their business while their food sales account for 51%. Now more than ever‚ they are also known for their green credentials as a result of their five-year eco plan
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A Case Study in Creative Approaches to Customer Satisfaction Surveys Background The Washington Suburban Sanitary Commission (the Commission or WSSC) is a bi-county agency in Maryland established to provide water supply and wastewater treatment services for approximately 1.7 million people in Montgomery and Prince George’s Counties. WSSC has a service area of almost 1‚000 square miles‚ and serves about 430‚000 accounts. Ascellon’s work on this project was guided by three critical objectives that
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that Starbuck is not always meeting customer’s expectations in the area of customer satisfaction. The purpose of this memo is to analyze and provide recommendation on whether or not the company should go forth with a $40 million investment in additional labor in the stores. This $40 million investment is necessary in order to bring service time down to a three-minute interval and ultimately increase customer satisfaction. A marketing strategy and corresponding recommendation will be provided for
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Three theoretical perspectives are functionalism‚ conflict theory‚ and the insurrectionist perspective‚ which help serve as a means of helping frame research. Functionalism‚ also known as structural functionalism‚ sees society as a complex network working together in balance. Those who study functionalism examin society by contemplating what each separate part of the network does to help society work in harmony. Functionalist view society as a well-functioning self-sufficient machine. The functionalism
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meeting their customers’ expectations in the area of customer satisfaction. Starbucks has to come up with an action plan to address this issue‚ considering its significant correlation and impact to sales and profitability. SITUATION ANALYSIS Company Starbucks is acclaimed for its superior value proposition in the early 1990’s by creating an experience around the consumption of coffee‚ a ‘third place’. The brand is positioned to offer the highest quality coffee‚ close customer intimacy‚ and
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was signed allowing the U.S. to station a naval base a Guantanamo Bay. Fidel Castro’s revolution in 1959 spawned a new rule of communist government aided by the Soviet Union. From the 1960’s through the 1980’s‚ association with the Soviet Union brought in 4 to 6 billion dollars a year for Cuba. In the 1990’s when the Soviet Union abandoned Cuba‚ their economy tanked causing food and energy to be tightly rationed. In 2008 after 49 years of uninterrupted rule‚ Fidel Castro resigned as president
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