ACTIVIDAD DE APRENDIZAJE 14

EVIDENCIA 5: WORKSHOP “USING VERBS TO BUILD CUSTOMER

SATISFACTION TOOLS”

OSCAR IVAN ARIZA LUQUE

SENA
TECNOLOGO EN GESTION LOGISTICA
FICHA  1881655
VALLEDUPAR-CESAR
 “MY SWEET CANDY”

CUSTOMER SATISFACTION REPORT

In this report is explained how the situation of the company “My sweet candy” is
evidenced and analyzed according to customer satisfaction:

We can see that the costumer somewhat likely would recommend this company to
a friend or colleague; this is due to he feels somewhat satisfied to the product.

The costumer described the product like high quality and good value for money, he
said that our products meet your very well his needs, and rated the value for
money of the product like average, he expressed that the company is somewhat
responsive to questions or concerns about our products, but this is his first
purchase, so he commented that he is somewhat likely to purchase any of our
products again, finally he commented that liked the product a lot, but he would like
to know if we are going to produce more flavors.

To conclude we can affirm that the client is in all ways somewhat satisfied with the
product and company, the alternative to improve this would be to trying to lower
prices a little more and offer more varieties of flavors.

As this is his first purchase, the opinion is not so reliable, so it is recommended to

also carry out the survey to the most frequent customers for a better vision of the
situation of the company.
 SATISFIED CUSTOMER CASE

Happy Customer

Ana calls an advisor to help her with the follow-up

of her order, the advisor responds and attends to
her very kindly, giving her all the necessary
information to locate her order, Ana is super happy
with the excellent service provided.

UNSATISFIED CUSTOMER CASE

Pedro calls the accounting office of the company where he

has a loan, so they can give him all the information on how
his debt is going, but the person who attends him “Juan”,
when answering the phone does not know how to give an
answer to his client since he says that he cannot collaborate
with him at the same moment, since he has to look for the
information in the folders because this company does not
handle a systematized structure, the client “Pedro” gets
very angry since he needs the information, therefore he will
become on a dissatisfied customer.

Unsatisfied Customer