Caselet / Scenario Sorted Let us sort it out Sorted is a well-known store that repairs and services electronic devices. Sorted encourages consumers to rather repair their devices than replacing them. Currently they are perceived to be the leaders in the fixing of cell phone devices, tablets and laptops. Some of the services offered by Sorted are: - Replacing batteries - Replacing cracked or broken screens - Updating software. There are currently two competitors (Mr Fix and Right Repairs) who are aiming for the leadership position. The Sorted management identified excellent customer service as the key differentiator between the three stores. It is thus crucial that the customer service levels experienced at the three stores are measured regularly. This way Sorted will be able to identify any weaknesses in its own customer service levels as well as potential threats from the two competitors. Sorted contracted Measurelt to measure the customer service levels of the three stores (Sorted, Mr Fix and Right Repairs) every six months. Measurelt has just completed the first survey. Below is more information about the market research project. Primary objective: To assess, measure and compare the overall customer service experience between Sorted, Mr Fix and Right Repairs. The information will be used by the management of Sorted to identify any weaknesses and/or threats that will guide and influence their customer service strategy and action plan. Secondary objectives: - Identify the importance of each of the customer service elements. - Measure the level of customer service for each of the identified service elements. - Measure the overall customer service experience. - Measure customer loyalty. Target audience: Customers from the three stores who have made use of the services offered. Methodology: Intercept interviews were conducted during the last week of the month with customers as they left a store. All respondents had to make use of at least one of the services offered at the specific store. The survey will be repeated every six months. Measurelt has just completed the first measurement. The number of intercept interviews completed were: Sorted: 105 customers Mr Fix: 100 customers Right Repairs: 110 customers. Analysis: It is important to establish customer service levels of each of the three stores. The findings will enable Sorted to identify weaknesses within its customer service delivery and potential threats from the two competitors. These findings will assist the Sorted management to (if and when necessary) adapt or change their customer service strategy and action plan. Questionnaire: Below is a copy of the questionnaire. Company Sorted 1 Mr Fix 2 Right Repairs 3 Question 1: Below is a list of a few customer service elements relevant to the service and repair of electronic devices. Please indicate how important each of these elements are using a scale of 1 5 where 1 = Totally unimportant, 3 = Average and 5 = Extremely important. Totally Unimportant | Average | Important | Extremely unimportant important 1.1 3 4 5 Friendly staff 1.2 Quick turnaround 3 4 5 times 1.3 3 4 5 Affordable prices Question 2: Which one of the following services offered by this store have you just used? Replaced a battery 1 Replaced a screen 2 Updated software Question 3: Did you receive a quote with regard to the costs involved before you made use of the service? Yes, | did receive a quote 1 No, | did not receive a quote 2 Question 4: Please rate the service you just received on a scale of 1 5 where 1 = Very Poor, 3 = Average and 5 = Very Good Very Poor Average | Good | Very Poor Good 4.1 Friendly staff 5 4.2 Quick turnaround times 4.3 Affordable prices 1 2 3 4 5 44 Overallisenice | 1 | 2 | 3 | 4 | 5 | Question 5: Will you consider making use of the services offered by this store in future? Will consider the store Unsure whether | will consider the store Will not consider the store Question 6: Stores are always looking at expanding their customer offerings. Below is a list of possible options for expanding. Please indicate which two of the customer offerings will you be interested in? Increase the memory on an electronic | 1 device Offer trade-in options Sell pre-loved devices Sell smart glasses g B W N Sell smart watches Follow the following steps to complete this assignment: STEP 1: Read carefully through the scenario above. STEP 2: Download the Excel data spreadsheet containing the captured data for the completed survey. STEP 3: Answer questions 1 and 2 in a Word document (converted into a PDF document). STEP 4: Answer question 3 in a PowerPoint document (converted into a PDF document). Question 1 Analyse the data for each question by calculating percentages or averages. It is important to analyse the data in such a way that you will be able to highlight the strengths and weaknesses in service delivery between the three stores in the executive summary (assessment question 2) and the presentation (assessment question 3). (1) One (1) mark will be awarded for the answers for each question in the data sheet, provided the answers for all three datasets are correct. Rounding is allowed provided the rounding principles are applied correctly. NO MARKS will be awarded for the calculation steps