Task summary:

• You are required to develop a memo for the management team to report on customer service provision.

Instructions:

• Read the following scenario and complete the activities below.

As part of the continuous improvement and innovation review and implementation, Woodhouse Recruitment implemented a formal survey to assess candidate's satisfaction with the company's services. The survey included 15 questions and is focused on the company's services and desire to improve these. Of the 100 surveys that were sent out by post, only 12 were returned.

Customer survey findings are as follows:

Overall satisfaction with Woodhouse Recruitment:

7 totally satisfied

2 somewhat satisfied

0 dissatisfied

1 totally dissatisfied

No comments provided

Ease of doing business with Woodhouse Recruitment:

5 totally satisfied

4 somewhat satisfied

2 dissatisfied

1 totally dissatisfied

Comments from candidates:

Got the job I wanted, thanks so much

Consultants friendly

Hard to contact consultants

Didn't keep us up to date with progress of applications

Customers who said they would recommend Woodhouse Recruitment to others:

5 very much so

4 most likely

2 no, I would not recommend

1 definitely would not recommend

Comments from candidates:

Would definitely recommend

I would not recommend as I was not happy about the lack of information throughout the process

I wouldn't recommend - I kept being sent for jobs that just weren't right for me.

• Prepare a report that covers the following:

1. Read the article below and develop an analysis based on your review of this article as to why the survey sent out by Woodhouse Recruitment might have not been effective.

http://www.peoplepulse.com/resources/useful-articles/recruitment-process-feedback/(Links to an external site.)

1. Discuss the successors from this type of continuous improvement initiative. What could Woodhouse Recruitment take from this experience into future efforts to improve performance?
2. Review and analyse the results of the 12 surveys received outlining the results of the customer survey, as well as potential reasons for the low return.

Present the results of the survey in bar charts that include the percentages and provide an analysis of the overall customer satisfaction, ease of doing business and customer loyalty.