Customer satisfaction analysis report

Customer Satisfaction Analysis Report (1)

1. Survey Purpose

The purpose of this survey is to understand the opinions of consumers of all ages in the region on Kingcl Satisfaction with Long Supermarket's service, as well as the business and management problems in service and cashier aspects of the company, enable managers to make better strategic plans and improve market competitiveness.

2. Survey Scope and Method

(1) Sampling Scope

This survey targets the population of all ages in the district, and the surveyed subjects are mainly those who come to the supermarket. Shopping consumers

(2) Survey methods

The consumer questionnaire adopts questionnaire survey and retained questionnaire survey method.

3. Survey content

The consumer satisfaction survey was mainly conducted from two aspects: supermarket service and cashier, including consumer gender, age, etc., service (service personnel Neatness of clothing, service attitude, perfection of after-sales service, checkout speed, handling of complaints, etc.) to understand consumers' overall satisfaction with the supermarket.

IV. Survey Report

(1) Survey Population Analysis

This survey conducted interviews with two township stores and county-level stores. Each store ***Surveyed 5 people. For county-level stores, the ratio is 46.41 for men and 53.59 for women, and for township stores, it is 34.37 for men and 65.63 for women.

Judging from the distribution of the surveyed population, the supermarket’s main customers and potential customers are older retirees and housewives near the supermarket. And most of the surveyed people are between 30 and 40 years old. From the perspective of operators, there should be changes in business strategies and corporate management for different consumers of different genders, ages, and sizes. According to previous surveys and analyses, male consumers are more rational and confident than female consumers. They don't want to "care about every detail" and only ask about the general situation when purchasing goods without pursuing certain details. They also don't like to spend more time comparing and selecting. Female consumers usually like products with unique and novel shapes, gorgeous packaging and fragrant smells. In addition, they also pay great attention to the appearance of the product, and regard the appearance as the same important factor as the quality and price of the product. Therefore, when selecting products, they will pay great attention to the color and style of the product. They are also often influenced by their peers and like to buy the same things as others.

(2) Survey results on consumer satisfaction with services

1. Are you satisfied with the overall shopping environment of our supermarket?

Customers are satisfied with the overall shopping environment of our supermarket. In the overall shopping environment, county-level stores accounted for 75.72% of satisfaction, and township stores accounted for 73.12%. More than half of the people are relatively satisfied with our overall service, which shows that our overall service level is still relatively good. The overall shopping in the supermarket The environment is quite satisfactory. The shopping environment in the supermarket directly affects customers' shopping mood. However, there are still dissatisfaction phenomena. Therefore, we should strengthen and improve the shopping environment in the supermarket on this basis.

2. How do you feel about the convenience and speed of returns and exchanges in our store?

3. How do you feel about the convenience of our store’s services?

Most customers still prefer I am satisfied. Some stores pay attention to small details. For example, there are dedicated people at the entrance of the supermarket who are responsible for handing shopping baskets to customers. Shopping baskets are placed in the corners of the aisles in the store. When customers do not have shopping baskets or shopping carts, employees take the initiative to give them to customers. Pass it on, improve customer satisfaction through these small details, leave a good impression on customers, enhance the image of the supermarket in the minds of consumers, increase popularity, and thus drive sales.

4. Are you satisfied with the product maintenance service of our supermarket and the level of after-sales service in the mall? If you encounter product quality problems in the supermarket, can they be solved smoothly

Regarding the product Evaluation of maintenance services

Evaluation of after-sales services

Evaluation of resolution of quality problems

From the above data, about half of the customers expressed satisfaction with the after-sales maintenance services of the products. However, the after-sales maintenance of products still needs to be improved, and satisfaction is average, especially in small stores. The after-sales maintenance of some manufacturers is relatively slow, which is the main reason for customer dissatisfaction. You should communicate more with manufacturers to minimize customer waiting time, strengthen employee quality training, improve service quality, and enhance customer satisfaction.

5. Do you feel satisfied with the service quality at the main service desk and bag depository of our supermarket?

The service level of the service desk is still relatively good, but there are still some dissatisfactions. , therefore we should try our best to improve service quality on this basis, provide customers with a "humanized" service, provide customers with more shopping convenience, truly be customer-centered, create customer value, and improve customer satisfaction with good service. It can also attract more customers to shop.

6. Do you think the employees in my supermarket are always willing to help customers? Are you satisfied with the courtesy of employees in the supermarket?

Regarding the service attitude of customers towards the employees in our supermarket, 57.79 of the county-level stores are always willing and 67.74 of the township stores are willing; 41.82 of the county-level stores are mostly willing and 27.96 of the township stores are willing; regarding employee behavior 69.33 county-level stores and 74.19 township stores were satisfied with the politeness of manners. Judging from these sets of data, most customers are satisfied with the service attitude of employees, but there are also some who are occasionally willing, indifferent, and dissatisfied. phenomenon, stores should strengthen employees' service awareness. The quality of our service is demonstrated through service image and service etiquette. Employees mainly rely on language to communicate with customers. Whether their language is warm, polite, accurate and appropriate, direct Affect customers' impression of the store.

7. Do you think the aisles and merchandise display in our mall have an impact on your shopping?

In terms of the internal structure of the mall, the connections between stores are very important, so in conspicuous There should be more signage at various locations to facilitate customers to purchase goods; goods should be placed scientifically and rationally to make it more convenient for customers to purchase different goods.

(3) Survey results of consumer satisfaction with cashiers

8. Are you satisfied with the service attitude of the cashiers in Jinklong Supermarket? Are you satisfied with the service of the cashiers in our supermarket? Is the wording satisfactory?

Evaluation of the cashier’s service attitude

Evaluation of the cashier’s service terms

79.82 of the county-level stores where consumers are satisfied with the service of supermarket cashiers Township stores accounted for 83.33, and county-level stores accounted for 68.47, and township stores accounted for 77.96. About half of the customers were satisfied with the cashier's service, but there are also existing problems, and employee service training should be strengthened. An employee has to receive a variety of customers every day. The key to making them happy and satisfied is to use flexible and diverse reception skills to meet the different needs of customers.

9. How long do you have to wait in line when checking out in our supermarket?

From the above results, 50.68 of the county-level stores need to queue up less time to check out, and 53.76 of the township stores need to wait longer. Overall, Generally speaking, customers are quite satisfied, but the overall checkout speed still needs to be improved. If the checkout speed is slow, it will easily affect the customer's purchasing speed. If the waiting time is long, customers will have a rebellious mentality, so the cashier's checkout speed should be improved. At the same time, it improves accuracy, strengthens the overall quality of cashiers, and improves overall work efficiency.

10. Are you satisfied with the hygiene of the supermarket checkout area?

Judging from the above results, customer satisfaction with the hygienic county-level stores in the checkout area reached 72.61, and township stores accounted for 81.72. Customers are quite satisfied with the hygienic products, but there are still shortcomings, so on this basis we Management should be strengthened to strive for a satisfaction level of 100.

11. When checking out, are you satisfied with the speed of swiping your bank card or credit card?

Customers’ satisfaction with the speed of credit card swiping in supermarkets accounts for 69.74 in county-level stores and 41.94 in township stores. The inability to use bank cards or credit cards in some township stores is the reason for customer dissatisfaction. 12. Are you satisfied with the answers to the cashier’s questions? More than half of the customers are satisfied with the cashier’s answers to the questions, but there are still some dissatisfactions. The cashier is the last link in the customer’s consumption process, and it has great influence on the customer. has a considerable impact on the mood and satisfaction of cashiers. Stores should strengthen cashiers’ service awareness and strengthen employee training. 13. In what aspects do you think the cashiers in my supermarket should improve to increase the number of cashiers and the speed of cashiers?

5. Investigation summary and suggestions

In terms of service, first of all, strengthen employee training, enhance service awareness, conduct training on employee image and service operations, improve the quality of waiters, and require employees to truly achieve "customers are God". Service is the top priority for supermarket quality improvement. The reception etiquette and professional quality of service personnel are the key to establishing a supermarket service brand. At the same time, focusing on business integrity and fulfilling service commitments are also the basis for the current integrity construction in the supermarket industry. In terms of the shopping environment, increasing Inspection and supervision efforts will be strengthened to strengthen the cleanliness of the shopping environment and product hygiene in supermarkets. In the daily operations of supermarkets, it is necessary to do a good job in equipment maintenance and repairs that affect the quality and freshness of products and the personal safety of customers, and also pay attention to the shopping environment and displayed products. daily tidiness.

In short, a successful supermarket not only needs a complete range of goods and very advanced logistics levels, but also good service facilities, excellent service quality, high business reputation and convenient transportation conditions. wait. These can only be achieved through the development needs of the surrounding economic environment, construction conditions, and the long-term efforts of all supermarket employees. Customer Satisfaction Analysis Report (2)

1. Purpose of Survey

Recently, news broke out frequently that some college students resisted the price increase in school cafeterias through proposals. College students, this special group's basic necessities seem to need more care and attention. Faced with skyrocketing prices, what can university cafeterias do to ensure both profit and quality? How can the canteen withstand pressure and ensure satisfaction? In the face of complaints from students and the government's express regulations prohibiting price increases, what can the canteen do to weigh the relationship between its own interests and students' satisfaction with the canteen? What are the reasons why students are dissatisfied with the canteen? To this end, we specially conducted a survey on our school students’ satisfaction with the canteen.

2. Statistical data

According to the survey, the quality of the food in the school canteen, the hygienic condition of the canteen, the service attitude of the service staff, the dining choices of the students, the price and other aspects were carried out. investigation. As for the quality of the food, students all think that the canteen has rich dishes in normal times, but the taste is too heavy; however, the quality of the food during holidays is much lower than usual. Regarding the hygienic condition of the canteen, students generally believe that the quality is average and should be improved to make people feel more at ease. The attitude of service staff varies at different windows. Most service staff have a good attitude, but some service staff have a bad attitude. With regard to students’ dining choices that have been guaranteed in terms of hygiene and safety, most students’ first choice is convenience. Some students think the taste of the food is the most important. Some students value price, and some students will rely on the service staff. attitude to make choices.

It can be seen from the survey results that 95% of the students have encountered situations where the canteen staff served too little food and punched in the wrong card. This shows that the service quality of the canteen staff needs to be improved. Be more patient and meticulous, and cannot increase prices in disguised ways such as reducing the amount of meals due to rising prices to ensure your own profits.

In terms of price, students think the canteen's prices are quite reasonable. Among them, 85% of students spend between 300 and 500 yuan per month, 11% of students spend between 500 and 700 yuan, and 4% consume less than 300 yuan (see Table 3). Most students choose to pay by credit card when dining in the cafeteria. Regarding the method of payment with cash, 87% of students choose to support it, and 11% of students hold an indifferent attitude (as shown in Table 4). From this point of view, cash payment can give To bring convenience to students, the canteen should continue to use this payment method of credit card and cash. In general, students are generally satisfied with the canteen. Different respondents hope that the canteen can be improved in terms of quality, environment, hygiene, price and service attitude, especially in terms of food quality and staff service attitude, and at the same time standardize the canteen. Follow the dining order and consciously queue up to eat to provide students with a better dining environment.

3. Current situation and reasons

Through the satisfaction questionnaire survey on the three canteens, we analyzed that the main problems in the three canteens are as follows: poor service attitude of the canteen staff and intentional mistakes. Card, portions of dishes are small. The food in the canteen is not fresh enough. The food in the cafeteria tastes heavy and the food insulation work is not done well. The dining environment is poor, sanitary conditions are not good, etc.

We have carefully analyzed the above issues. It was found that the above problems among canteen staff occurred because the canteen implemented a contracting system. The higher the turnover, the higher the profit, so they would consider less the feelings and interests of students. The reason for the strong taste of canteen food is that people in Changsha generally like spicy food, which is a bit salty, and canteen chefs are usually recruited from locals, so the taste is on the heavy side. Regarding the dining environment and food insulation issues, the main reasons are that the canteen hardware conditions are poor and the facilities are incomplete. The canteen organizations pursue profit-making, and the canteen contractors reduce costs, which affects the interests of students.

IV. Solutions

1. Establish a responsibility supervision mechanism, constantly improve and update various management systems, and ensure that: the system is on the wall, the responsibilities are assigned to the people, and the implementation is in place. Regular meetings are held for canteen staff to organize and learn food hygiene and safety knowledge to enhance safety awareness and improve management levels.

2. Further standardize internal management. The overall work of the canteen has been institutionalized and standardized. All management links including personnel, procurement, storage, processing, and sales will be refined and implemented.

3. Pay attention to publicity and education and enhance the awareness of food hygiene and safety among teachers and students. Frequently use morning meetings, class meetings, school meetings, and use campus radio and blackboard newspapers to carry out targeted food hygiene publicity and education to students to promote students to develop strong hygiene awareness and good habits.

4. Provide regular feedback, investigate student satisfaction, discover problems in a timely manner and take adjustment and improvement measures to build a canteen that satisfies students.

V. Summary

Through the questionnaire survey on the satisfaction of the canteen of Zhuzhou Vocational and Technical College, the members of this group have paid a lot and gained a lot. We saw the shortcomings of the canteen, found the reasons for these shortcomings, and gave suggestions to change these shortcomings; we felt the convenience that the canteen brought to us, and we also knew the profound impact of the canteen on everyone. The school is our second home, and the cafeteria is our source of food. The food taste, price, environmental sanitation and service staff attitude in the canteen are closely related to our lives and directly affect our health and mood. Therefore, as a school canteen, it should show its due responsibility and provide everyone with nutritious, healthy and reasonably priced food so that teachers can work happily and students can learn happily. As teachers and students, everyone should abide by the order in the canteen, save food, and be considerate of the canteen staff, so that there can be a harmonious relationship and a pleasant atmosphere between diners and diners. Through this questionnaire survey, we have a deeper understanding of the canteen. We hope that the canteen can continue to provide teachers and students with safe and satisfactory food and services.