To increase customer retention, your company prepares to launch an improvement project. One of the objectives is
Question:
To increase customer retention, your company prepares to launch an improvement project. One of the objectives is to improve the internal processes of the customer service department. In this regard, the customers' complaints were gathered and centralized in the table below.
Make a Pareto chart and prioritize the complaints. Which are the ones that you suggest being handled first? justifying your results for the project sponsors.
Type of complaint | No. of complaints |
Being unable to get through to the company on the phone | 123 |
| 147 |
Online messages ignored by the company | 218 |
Being incorrectly subject to extra charges | 27 |
Being given conflicting advice on the phone | 128 |
| 46 |
Being kept waiting for an unreasonable period of time on the phone | 247 |
| 92 |
No First Call Resolution | 76 |
| 49 |
Poor product or service/ new product or feature request | 21 |
International Marketing And Export Management
ISBN: 9781292016924
8th Edition
Authors: Gerald Albaum , Alexander Josiassen , Edwin Duerr