Customer Satisfaction Research Report - 2986 Words

Customer Satisfaction Research Report Executive Summary Rockin’ Rubies is a well known national chain restaurant with a loyal customer base, which is known for its business style atmosphere and family dining flair. In the past year, the corporation has seen a marked decline in sales. The decline in sales is exponentially increasing as every fiscal quarter passes by. The reason for the decline in sales is unknown to the corporation at this time. The restaurant has not changed locations or menu options within the past several years. The theorized root cause of the problem is poor customer satisfaction. Customer satisfaction is the key to customer retention, new customer development and increased sales for the corporation. The†¦show more content†¦Customer satisfaction is vital to Rockin’ Rubies and the affect on sales. The results of the research conducted will identify concerns related to customer satisfaction, and propose techniques that shall be incorporated into Rockin’ Rubies in a n effort to increase customer satisfaction, thus increasing repeat customers, gaining new customers, and increasing sales. Literature Review The design and implementation of our focus groups and customer surveys has to be based on solid research. As a research team, we need to know what work has been done by others in terms of understanding and improving upon customer satisfaction. An article found on Entrepreneur.com written by Sachin Gupta, Edward McLaughlin and Miguel Gomez meets the criteria in its exploration of the link between customer satisfaction with performance, and customer satisfaction with repeat-purchase intentions. Gupta, McLaughlin and Gomez (2007) â€Å"†¦set out to determine the principal drivers of customer satisfaction in a restaurant chain and, subsequently, to determine how customer satisfaction data can be most effectively used to improve the chain’s performance.† Their goals, therefore, were very similar to our own. The researcher’s constructed two separate models for analysis and interpretation of both perceived links. Data for the first model was obtai ned from the results of an intricately designedShow MoreRelatedReport Writing Skills Example1058 Words   |  5 PagesCUSTOMER SATISFACTION REPORT BASED ON THE LATEST NATIONAL PASSENGER SURVEY (SPRING 2011) AUTHOR: ONUR AYAN DATE: 27/10/2011 TO: MANAGERS OF SOUTH WEST TRAINS Summary In this report we have analysed the results of National Passenger Survey. The research gives us vital information about our customers’ opinions on our services. From the analysis it could be seen that the recent priority issues are the lack of employees in direct service areas, parking place problems and physical conditionsRead MoreEssay on Measuring Customer Satisfaction in Government Agencies1013 Words   |  5 Pagesgovernment sector the research for customer satisfaction was focused on governmental agencies and the aspects associated with those agencies. Most citizens have a preconceived idea about government agencies and I wanted to see if those preconceived ideas were based on real experiences. This was done by researching and finding results either supporting or contradicting this notion. According to Tom Schoop the government does as well as any big company as far as customer satisfaction. (Schoop 2006) I workRead MoreAdler, N. (1991). International Dimensions Of Organizational917 Words   |  4 PagesUSA. Aksoy, L. Cooil, B. Groening, C. Keiningham, T. L. Yalà §Ã„ ±n, A. (2008). The long-term stock market valuation of customer satisfaction. Jounal of Marketing, 72 (July), 105-122. Anderson, E.W. (1996). Customer satisfaction and price tolerance. Marketing Letters, 7 (3), 19-30. Anderson, E.W. Sullivan, M. (1993). The antecedents and consequences of customer satisfaction for firms. Marketing Science, 72 (Spring), 125-143. Anderson, K. McAdam, R. (2004). A critique of benchmarking and performanceRead MoreA Report On Online Shopping1197 Words   |  5 Pagespeople usually have ever had experience about online shopping, so this report aimed to create the questionnaire about the factors that are affecting customers’ intention and satisfaction to shop online to get the useful information which can be benefit for the development of online shopping in the future. In this questionnaire, this report focused specifically on the information concerning online shopping experience of customers and attempted to find the useful raw data such as the shopping habitRead MoreCase Study Essay examples1382 Words   |  6 Pagesa rapid response to customer technical enquiries and warranty repairs. However, the division is experiencing: - a shortage of trained technical operators in its telephone centre; Page 1 of 6 - distribution problems; and - parts availability problems. As a result, Computers R Us has received multiple complaints about CompleteCare at the Computers R Us call centre. To address these issues, a research proposal was prepared (Assignment 1) and the research overseen by the managementRead MoreManaging Public Transport Using Customer Satisfaction Data837 Words   |  3 Pagesare thoroughly concern and have to comply with customer needs and expectation, challenges certain research on how customers perceive service quality at this sector (Fonseca et al. 2010). For instance, in service quality concept, reliability identified as significant factor to measure customer satisfaction since it can affect the way of customer or non-customer perception related with their travel experience (Edvardsson 1998). Therefore, satisfaction measures has been used oftentimes in performance-basedRead MoreAn Evaluation Of The Information From The Feedback Register Essay1225 Words   |  5 Pages You will also need to develop a research brief for your Manager that: Provides an evaluation of the information from the feedback register, including key findings. †¢ Demographic data: Demographic data indicates that there is a statistically significant socio-economic nature, such as hemophilia population, income, race, education and employment, which is represented by the geographic location of the specific and often associated with time. For example, when we are talking about the population ofRead MoreEssay about Quantitative Research Article Review1175 Words   |  5 PagesQuantitative Research Article Review Shannon Davis TSU Role Development 5040 Dr. DeCuir September 28, 2012 A Quantitative Research Article Review I chose to critique the peer reviewed publication A Quantitative Correlational Study on the Impact of Patient Satisfaction on a Rural Hospital. There are various reasons why I chose this article. I am an agency nurse and work at various different emergency departments around Middle Tennessee. Most of them are concerned about patient satisfaction scoresRead MoreGSBS6002 Assignment 2 Tri 2 20151335 Words   |  6 Pagespromises to provide a rapid response to customer technical enquiries and warranty repairs. However, the division is experiencing: - a shortage of trained technical operators in its telephone centre; - distribution problems; and - parts availability problems. As a result, Computers R Us has received multiple complaints about CompleteCare at the Computers R Us call centre. To address these issues, a research proposal was prepared (Assignment 1) and the research overseen by the management of ComputersRead MoreCustomer Service Of Janata Bank Limited Essay1134 Words   |  5 Pages 1.1 Origin of the Report In today’s financial world, banking sector plays an uncompromising role to uphold a country’s economy. Recent times in Bangladesh, private banking sector has been contributing a lot in the total economic growth in the country; and this sector has proven itself as a profitable venture with its superior products and customer services. Janata Bank Limited (PBL) is a fast growing private sector bank in Bangladesh. In terms of quality services and value addition to shareholders