Instruction: Prepare a check sheet to analyze the data below from customer complaints, then

prepare a list of recommendations that will address these complaints.

Answer:

Check List for Customers Complaints

The Complaints: Count
Out of stock products 21
Overcharged products 9
Problems on checkout lines 7
Lack of signages and product labels 7
Meat is not fresh 6
Fish is not fresh 5
The store is too cold 4
Expired products 4
Problems on Cashier personnel 4
Damaged products 3
Utility and Sanitary Maintenance 3
Technical Complaints 3
Double charging of products 2
The store is too warm 2
Wrong price of products 2
Staled products 2
Charged for item not purchased 1
Light out in parking lot 1
Rude employee 1
ATM ate card 1
Undercharged products 1
Customers/Security Services 1
Meat is spoiled 1
Ice cream thawed 1
Bread is not fresh 1

RECOMMENDATION
After assessing and summarizing all the complaints of the customers about the store, here are
the recommendations that can be consider in order to address the different complaints:
 The problem of out-of-stock products got the highest number of complaints, as a solution to
this, the manager should make sure that they will always check their products stock in order for
them not to have a shortage of it. Have their daily inventory so that they monitor if their stocks
are still enough to cover up the needs of the customers. Avoiding this kind of problem will also
help customers to be loyal to your store because they believe that all their needs and things to
buy are all available to your store.

 Overcharged products got the second highest complaints. The manager should do something
about this, she can ask the local authorities that are in-charge with price charges of products
and consult them for the right and exact amount that they add to the prices of the product.
Overcharging is not fair to the customers and it is good, buyers will stop buying at your store if
they will be found out that you do overcharging.

 The problem with checkout lines and lack of signages and product labels got the same number
of complaints. To solve this problem the manager can open more cashiers when there a lot of
customers so that they will not wait for too long in the line just to pay. And for the lack of
signages and labels the store must have signages of where specific products are located so
that it is easy to the customers to find the things they wanted to buy.

 They must make sure that all their raw products specifically fish, meat and chicken are always
fresh. These raw products should be always put in a freezer so that it can maintain its
freshness for about how many days. If there some of these already have the signs like smell
and different color it should be disposed already. Don’t try to still sell them because it will not
only make a bad and negative comments about your store but also you will put the customers
health at risk.

 Make sure that the temperature of the supermarket is not too cold but not too warm also. They
must check and have a right temperature that would make the customers more comfortable.
Airconditioned supermarkets is appropriate because it will not only make the customers
comfortable but at the same time it will help the products to be in good condition.

 They must hire employees that possess good and pleasing personality and who are willing to
serve and assist the needs of the customer whole heartedly.

 They should check their displayed products and look for products that are already due and not
safe anymore to consume together with damaged products. It is not good that as a
supermarket you sell expired and damaged products. These products which are not anymore
possible to consume must be disposed already and remove from the display area.

 Cleanliness should be maintained always. One of the most important things that a supermarket
should possess is having a clean environment, knowing that the products that you are selling
is almost food products, so cleanliness is a must. Cleanliness should not be any inside the
supermarket but also outside and in comfort room if there is.

 They must improve their customer services and also their security services, aside from having
a security guards in the entrance of the store they must put CCTV cameras inside for them to
 see there’s something wrong or when there is a customer who lost his/her wallet, they can
easily know how or who get the lost wallet of the customer.

 Always check the freezers if it is in good condition to avoid the products that needs to be
refrigerated not to look fresh anymore and might be subject to disposal.

 Put lights in the parking lot, because if there’s no lights customers who have vehicles struggles
to park their cars or sometimes to look where is the right way to exit the store’s parking lot.

 They must hire employees that are good in technical problems so that it easy for them to solve
technicalities in their store.

These recommendations will help the manager to what they must do in order to
avoid and reduce the complaints of their customers. And I believe in a saying if you are
in the business industry, ‘Customers are always right’. As a business owner we should
always prioritize the welfare of our customers, because they are our source of income.
If they will get disappointed with service that you offer, how can they patronize and also
encourage others to try and to be loyal customer of your store. Improvements will not
just make the customers have a better experience but at the same it will bring a great
impact to the store itself.

DRAFTS: