Garden Depot

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|The Garden Depot |
|Customer Dissatisfaction Analysis |

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Executive Summary

Overview

The Garden Depot (The Depot), a large retail store specializing in the garden and lawn services, is experiencing issues that are effecting its customer satisfaction. Janice Bowman, office manager at The Depot, is frustrated with the high level of customer complaints she is receiving. The majority of the complaints are caused by the landscaping division, more specifically its manager Derek Sinclair. Communication within both the divisions and its customers needs to be resolved in order for the business to prosper once again.

Problems

The major problem highlighted in the case has to do with the high prevalence of customer dissatisfaction. However a deeper analysis reveals additional issues with the company. For instance, theft and stock outs are becoming a prevalent issue. Ultimately, employee discontent is becoming widespread within The Garden Depot. All of these problems are leading to the loss of client base and profits.

Causes

Customer dissatisfaction is caused by the majority of inexperienced staff at The Garden Depot. Complaints and phone calls are not being returned by The Depot and this is adding to the customers’ frustration. Theft and stock outs are a direct result of inventory mismanagement. This issue is caused by poor communications within the divisions and with the customers. Finally, lack of proper communication between the staff and upper management has caused employee dissatisfaction within the company

Goals

The Garden Depot should