Background & Research Objective

Superior Immaculate Services, Inc. provides power washing, roof cleaning, gutter cleaning, and window cleaning services to the greater Phoenix area.

The company has been monitoring social media comments and ratings on sites like Google. Executives were dismayed to find their five$-$star rating on Google recently dropped to four stars. While only a handful of comments were made, a few pointed to poor customer service, friendliness issues, and price increases. One issue involved a team member breaking a window.

Superior Immaculate Services is interested in gathering quantitative data to confirm whether or not these issues truly are the primary reasons for the rating decline or whether there are other factors at play. The company is also interested in learning what else could be done to improve customer satisfaction.

Research Questions

How do customers rate their satisfaction with friendliness, price, quality, service, and mishap handling from Superior Immaculate Services?

Where does Superior Immaculate Services excel as a service?

Where can Superior Immaculate Services improve most?

I look forward to seeing your suggestion.

Sincerely,