Report Writing Exercise

Gemma Gifts, an online gift store, was established in early 2019. They sell gifts for various
occasions, such as birthdays, anniversaries, newborns, corporate events, etc. They quickly became
very popular. Their business was slightly affected during the pandemic, and they were hoping that
things would start picking up in 2022, but instead, they continued to see a drop in revenue.
Although the demand for such gift services remains high in the market, Gemma Gifts was not
performing as well as their competitors. The CEO of the company, Ms. Christina Wong, has
requested the Marketing Manager to investigate this matter. Based on the data gathered via mobile
surveys on customer satisfaction, they were able to identify some problem areas.

Task:
As the Marketing Manager, write a report of approximately350-400 words to discuss the findings
and conclusions. Suggest recommendations that can help Gemma Gifts improve customer
satisfaction and increase profit.

Table 1: Customer Satisfaction Ratings

(1 – Very dissatisfied, 5 – Very satisfied)
2020 2021 2022
Variety of gifts 3.5 3.7 4.0
Quality of gifts 4.0 3.8 3.0
Promotions / Deals 2.9 2.8 2.8
Delivery service 4.3 3.8 2.5
Website functionality 4.0 4.1 4.2