Customer Service Session 7

Types of research Exploratory literature search of secondary data to gather initial knowledge Descriptive ask questions to describe situation Causal identify the factors that cause the problem

The Research Process Define the problem and document the research objectives Develop the research plan for collecting information Implement the research plan — collect and analyse the data Interpret and report the findings Post-implementation review.

Research Method/ Strategy Types Reviewing existing documentation & data within the business (internal) external sources – books, journals, media, government data, legislation, other companies etc. Online research Interviews Focus groups Questionnaires/surveys Observation

Designing Questionnaires Good Questionaries Clear purpose Not too long Not too complex Simple questions only No unnecessary questions A mix of open and closed questions

Sampling To minimise sampling errors need to determine what is representative of the population you are researching?

Example Service Monitoring Tool Monitoring tool (60 second tick and flick card)   Exceeded my expectations Met my expectations Fell below my expectations Greeting  Service timeliness Politeness of service person Friendliness of service person Cleanliness of restaurant Value for money Quality of food