Customer Service Survey and Analysis
Value
This assignment is worth 20% of final grade
Submission Requirements DUE: April 3, 2020
- Submit to Blackboard AND prepare a hard copy
Late assignments will be subject to the penalties outline in the school’s academic policies and procedures.
- Submit the assignment as a written report as outlined in the new Report Writing Guidelines/Policies
- Reference page required
ASSIGNMENT OBJECTIVES
- To demonstrate an understanding of customer service theory by creating, facilitating and analyzing a survey
- To critically apply in-class theory and show relevant application of content
- Explain the importance of customer service
- Describe the characteristics of exceptional customer service and its benefits
OVERVIEW
Measuring customer satisfaction allows you to diagnose a potential problem both at the individual and aggregate level.
Part A: Creation of Survey
- Why is this survey necessary?
- What information are you hoping to gather?
- Is your survey going to be digital? Paper copy? Verbal?
- Create a survey with a minimum of 5
Part B: Gathering Data
- Using the survey you created gather data from at least one type of customer:
o Athletes/participants, fans, coaches, referees, sponsors or volunteers
- A minimum of 10 responses are
Part C: Analysis of Data
- Analyze the data and display it using a visual representation (e.g. chart, graph, etc).
- What does this data tell you?
Part D: Reflection
- What did this process teach you about customer service?
- How can you use this experience in future opportunities?
Rubric
|
Criteria |
Exceptional |
Admirable |
Acceptable |
Attempted |
|
|
Assignment |
(4 marks) |
¨ Follows the guidelines specified in the assignment | ¨ Mostly follows the guidelines stated in the assignment | ¨ Formatting departs somewhat from the guidelines in the assignment | ¨ Formatting departs significantly from guidelines stated in the assignment |
|
Formatting |
(8 marks) |
¨ Organized as a coherent, thoughtful write- up
¨ Language and tone are professional and appropriate to the topic ¨ Free of typographical and grammatical errors ¨ 3-4 underlying concepts presented |
¨ Contains a few, but minor typographical or grammatical errors
¨ Organized mostly as a coherent paper ¨ Language choices and tone are mostly consistent and professional ¨ Two underlying concepts presented |
¨ Organization is basic, such as a summary or list of points
¨ Some errors distract from the overall flow of paper ¨ Shows basic understanding of assignment ¨ One underlying concept presented |
¨ Little or no apparent organization
¨ Typographical or grammatical errors make the text difficult to understand ¨ Shows little understanding of assignment ¨ No underlying concepts presented |
|
Survey (Part A/B) |
(12 marks) |
¨ Survey is well thought out and researched
¨ Describes appropriate detail & insights from class content, clear critical thinking |
¨ Survey is sufficient
¨ Described some detail & insight from class content, beginning critical thinking |
¨ Survey is poor
¨ Describes little insight from class content |
¨ Survey is
incomplete ¨ No insight from class content |
|
Analysis/ Reflection (Part C/D) |
(12 marks) |
¨ Evaluates the benefits of adapting strategies drawn from class to navigating the response to the customer
¨ Demonstrated self-reflection and critical thinking |
¨ Articulates insights from class content to navigate the response to the customer | ¨ Insights drawn from class are basic and mainly summarize information | ¨ No apparent connection between class content and response |
Comments: TOTAL: /36