Task 1 - Customer Feedback Evaluation

In groups of 3 - 4 you will need to develop an appropriate tool to gather feedback from previous, current, future customers, staff and suppliers.

The development of an easy to use customer evaluation tool with the purpose to monitor the successful implementation of the policy and procedure you developed, customer expectations and feedback from colleagues and suppliers.

The evaluation tool may not necessarily be a survey type, however a component of the evaluation tool must include a survey.

You will need to justify the research methodology you have selected, exploratory (secondary and or qualitative) or conclusive (quantitative, surveys and questionnaires).

The evaluation process does not need to be confined to one document: For example you could incorporate, a feedback form to be distributed and a mobile survey. However, it must meet the criteria listed below and be suited to the target market and the environment where the evaluation tool will be distributed.

You will need to ensure:

The evaluation tool is suited to the clientele, two different versions (paper, electronic) may be required to ensure for a contingency plan.

The evaluation tools asks questions specific to each of the students' policies implemented

The evaluation tool incorporates method(s) on gaining staff feedback - this could be conducted as a staff meeting discussing service etc.

The evaluation tool incorporates method(s) on gaining evidence of customer needs and expectations. This could be demonstrated by a formal customer interview etc.

The evaluation tool is a survey or has a survey component, the surveys main purpose is to gain insight into the preferences of internal/ external customers and continuous improvement feedback from staff, supervisors, managers and suppliers.

The evaluation tool allows for customer complaints and disputes from suppliers, with the purpose to make improvements to the service standards.

The form is easy to use and well structured.