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EVIDENCIA 5: WORKSHOP USING TO BUILD CUSTOMER SATISFACTION

TOOLS

TECNOLOGO EN LOGISTICA

FICHA 2104804

INSTRUCTOR
JUAN CARLOS MEDINA GARCIA

APRENDIZ
GLORIA ESPERANZA JIMENEZ GUEVARA

SENA FORMACION VIRTUAL DE APRENDIZAJE

REGIONAL AMAZONAS

OCTUBRE/2021
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Analizar el siguiente caso: La empresa “My sweet candy” produce caramelos

y chicles y necesita conocer la opinión de los clientes, para esto, elaboraron
una encuesta para medir el grado de satisfacción y quisieran conocer los
resultados a partir de un informe donde se evidencie y analice la situación.

Primer momento:

Producción escrita

Leer y analizar la encuesta de medición del grado de satisfacción del cliente, la

cual se encuentra en el documento descargable asociado a esta evidencia.
Realizar un informe utilizando verbos regulares e irregulares en pasado y presente
con un mínimo de 150 palabras y máximo 300 palabras que explique el resultado
de la encuesta de satisfacción al cliente analizado. Para el desarrollo de este
informe puede usar la herramienta ofimática de su preferencia.

Customer Satisfaction Survey Template

1. ¿How likely is that you would recommend this company to a friend or colleague?

Not all likely extremely likely

0 1 2 3 4 5 6 7 8 9 10

¿How likely is that tou would

recommend this company to a friend
or colleague?
Not all likely Extremely likely

60
Número de encuestados

40 45

20
15 16
9 11
3 4 5 6
0 1
-2 0 2 4 6 8 10 12
-20

2. ¿Overall, how satisfied or dissatisfied are you with our company?

Very satisfied.
Somewhat satisfied.
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Neither satisfied nor dissatisfied.

Somewhat dissatisfied.
Very dissatisfied.

¿Overall, how satisfied or dissatisfied

are
50 you with our company?
45
40 40
35
30
25
22 Series1
20
15 16
10 12
10
5
0
0 1 2 3 4 5 6

3. ¿Which of the following words would you use to describe our products? Select
all that apply.
Reliable.
High quality.
Useful.
Unique.
Good value for money.
Overpriced.
Impractical.
Ineffective.
Poor quality.
Unreliable.

¿Which of the following words would

you use to describe our products?
Select all that apply.
30
25
20 22
Respuestas

10 12
8 9
6 5 8 Series1
3 2
0
-5 0 5 10 15
-10
Number of respondents
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4. ¿How well our products meet your needs?

Extremely well.
Very well.
Somewhat well.
Not so well.
Not at all well.

¿How well our products meet your

needs?
60
50
47
40
30
ENCUESTADOS
20 18
15 13
10
7
0
0 1 2 3 4 5 6
-10

5. ¿How would you rate the quality of the product?

Very high quality.

High quality.
Neither high nor low quality.
Low quality.

Very low quality

 ¿How would you rate the quality 5
of
60 the product?
50
40
30
ENCUESTADOS
20
10
0
0 1 2 3 4 5 6
-10

6. ¿How would you rate the value for money of the product?

Excellent.
Above average.
Average.
Below average.
Poor

70
¿How would you rate the value
60
for
50 money of the product?
40 52

30
20
15 15 ENCUESTADOS
10 13
5
0
-10 0 2 4 6

7. ¿How responsive have we been to our questions or concerns about our

products?

Extremely responsive.
Very responsive.
Somewhat responsive.
Not so responsive.
Not at all responsive.
Not applicable.
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¿How responsive have we been to our questions or

concerns about our products?
50
45
40
35
30
25
20 ENCUESTADOS
15
10
5
0
0 1 2 3 4 5 6 7

8. ¿How long have you been a customer of our company?

This is my first purchase.

Less than six months.
Six months to a year.
1- 2 years.
3 Or more years.
I haven’t made a purchase yet.

¿How long have you been a customer of our company?

10
0

80 70
60

40 ENCUESTADOS

20
15
5 7
0 1 2
0 1 2 3 4 5 6 7
-20 9.

¿How likely is you to purchase any of our products again?

Extremely likely.
Very likely.
Somewhat likely.
Not so likely.
Not at all likely.
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¿How likely are you to purchase any of our products

again?
80
60
40
20
0
-20 0 1 2 3 4 5 6

Series1

10. ¿Do you have any other comments, questions or concerns?

I liked the product a lot, but I would like to know if you are going to produce more
flavors.

REPORT

To analyze the survey, we made them to several relatives and common people
tabulate the information and most specific data for their analysis, are presented in
the graphs with the information corresponding in the degree of customer
satisfaction the clients of my sweet candy.

“My sweet candy”, worried about the continuous improvement in its processes and
the procedures applied in one of them, as well as in the satisfaction its users, who
through statistics allow them to measure the quality of best products together with
the attention provided, to likewise establish contact mechanisms with them.

The result most positive in most of the answers. The people surveyed expressed a
good satisfaction with of product, they feel comfortable with the quality of the
products we offer and they us an improvement such as the implementation of new
flavors. This survey is a tool to visualize that you are doing a good job. We must
improve in the recognition part of the company and the brand since is not yet well
known by customers.
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A satisfaction survey in study that is used to measure how satisfied customers are
and what level of commitment they have with respect to a brand, the product or a
service. Carrying out a satisfaction survey is always the best option a company can
take to find out what customers think, through a satisfaction survey can also
receive constructive and destructive criticism from dissatisfied customers and
prevent them from abandoning their brand, product or service by taking very much
in mind your opinions.

Therefore, you will have the tools to meet the expectations of the clients and will
not affect the company's income. A satisfaction survey should be used to make
decisions in the short, medium and long term, which can help to meet the
company's main objectives.

Some of the main objectives of a satisfaction survey are:

Know exactly what you need to improve.

Know what the customer thinks of your brand and product.