1. Customer Service
Session 7

2. 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

3. 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.

4. 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

5. 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

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

7. 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