1. Monitoring Customer Service Henry Hoddinott BTEC BUSINESS UNIT 11 – P5

2. Monitoring   Observe and check the progress or quality of (something) over a period of time; keep under systematic review. www.google.co.uk BTEC BUSINESS UNIT 11 – P5

3. Negative Feedback (Complaints) BTEC BUSINESS UNIT 11 – P5

4. Evaluating   To examine and judge carefully a set of results www.thefreedictionary.com BTEC BUSINESS UNIT 11 – P5

5. How can Thorpe Park monitor complaints? Thorpe Park can monitor the complaints by asking customers to leave feedback on their experience of the park through comment cards, the website, surveys etc. For example a customer wrote a complaint about the large queuing time at the Swarm ride, on the review page of the website. BTEC BUSINESS UNIT 11 – P5

6. How can Thorpe Park evaluate the complaints? Thorpe Park can evaluate this information collected by the monitoring by putting it into graphs and charts. They will show trends and patterns about the certain aspects of the park that were complained about. Continuing the example; the complaint about the queuing time at the Swarm ride was put into a spread sheet along with other similar complaints. A pattern could be seen that most customers were complaining about the queuing time on the Swarm ride than any other ride in the park. Continuing the example; the complaint about the queuing time at the Swarm ride was put into a spread sheet along with other similar complaints. A pattern could be seen that most customers were complaining about the queuing time on the Swarm ride than any other ride in the park. BTEC BUSINESS UNIT 11 – P5

7. How can this information be used to improve customer service? How can this information be used to improve customer service? Thorpe Park can use the information that the customer has given, and the trends and patterns that is has generated on the spread sheet to improve their customer service. For example they can use the large amount of complaints about the long queue time at the Swarm, to assign more staff to the ride to make the boarding and exiting times quicker. BTEC BUSINESS UNIT 11 – P5

8. Positive Feedback (Appraisements) BTEC BUSINESS UNIT 11 – P5

9. How can Thorpe Park monitor appraisals? Thorpe Park can monitor appraisals from customers, by. BTEC BUSINESS UNIT 11 – P5