Question: Q10 - Customer satisfaction data was also collected in the market research study. It appears that the average satisfaction score for Sunsilk has dropped significantly

Q10 - Customer satisfaction data was also

Q10 - Customer satisfaction data was also collected in the market research study. It appears that the average satisfaction score for Sunsilk has dropped significantly from the previous year. Your Marketing Director is concerned about this and suggests to implement a strategy to increase customer satisfaction to get more people buying more Sunsilk product. Provide some discussion around the data in Table 4 and your Marketing Manager's suggestion. (8 marks) Table 4: Customer satisfaction (average scores) Brand Penetration 2019 (Jan) 2020 (June) Pantene 75 8.1 6.2 L'Oreal 55 7.6 6.0 Sunsilk 45 7.8 6.0 Herbal Ess. 35 7.5 5.8 Garnier 18 8.0 5.9 Average 45 7.8 6.0

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