Customer Behavior and Needs

Customer Behavior and Needs

admin / December 18, 2018

The importance of using the survey questions

Getting the feedback from customers is an important thing that managers should endeavor to do. This can be achieved by developing questionnaires to capture the particular aspects that affect customers.

The use of questions is applied because it is not possible to capture the feedback from all customers. The questionnaires help capture the ideas in a summary format. It also reduces the time that may be used to capture the ideas of each customer.

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The use of questionnaires is convenient because customers can answer the questionnaires at their own time. Confidentiality is maintained when questionnaires are applied to collect data from customers because the responses are not done to a particular person (Vaus, 2002).

Information to be obtained from customers

The questions are used to get the overall satisfaction of the customers and the areas of improvement that the management should check. Customers provide information about the level of satisfaction they get from the restaurant. The questions will help identify the areas of weakness that the organization has as the areas where the organization is performing well (Hayes, 1998).

The survey questions obtained from the customers can be used by the management to identify the image of the company from the external environment. The general perception of the people outside the organization can be identified by interacting with customers because they are in touch with other external people (Grigoroudis & Siskos, 2009).

Information about appropriate changes that can be implemented in the organization can be obtained by asking questions to the customers. Customers can provide ideas which can be included in the decision making process.

Such ideas are very important when the restaurant will be developing products which match the specific needs of the customers. As such, the company will be able to identify the appropriate customers to target and the plans to satisfy the needs of customers (Grigoroudis & Siskos, 2009).

How the information gained can help improve the business

The information obtained from the customers help improve the relationship between employees and the customers. When employees are dissatisfied they tend to dissatisfy the customers. The questions will help identify the best motivational incentives to give to employees so that they can improve their interaction with customers.

The information obtained from the customer survey will help prepare the budget for the restaurant in the subsequent financial years. The management should allocate more financial resources to the departments which have been identified by the customers to be performing poorly (Knapp, 2009).

Areas of weaknesses identified by the customer can be focused on by the management to improve the performance. The interaction between the management and employees is improved because the management is able to acquire better ideas of handling their workers.

Employee satisfaction is improved because employees work better and are able to satisfy customers when they have a good relationship with the management. The questions also help determine new products to introduce to the organization. The taste, preferences and needs of customers is determined and this helps produce products according to the prevailing consumer needs.

By applying this system the management is able to reduce losses made when the company manufactures products which may be irrelevant in the market. The application of the questions improves the communication between the management and customers and this helps solve conflicts between the two parties (Knapp, 2009).

References

Grigoroudis, E. and Siskos, Y. (2009). Customer Satisfaction Evaluation: Methods for Measuring and Implementing Service Quality. China, Springer.

Hayes, B. E. (1998). Measuring customer satisfaction: survey design, use, and statistical analysis methods. New York, ASQ Quality Press.

Knapp, D. (2009). A Guide to Service Desk Concepts. Boston. Cengage Learning.

Vaus, D. A. (2002). Surveys in social research. Australia, Routledge.

Appendix

Customer survey questions

What is the overall rating for the services offered by the restaurant?
Good Very good Average Poor Very poor
What is the quality of the services offered by the restaurant?
Good Very good Average Poor Very poor
How do the employees treat the customers
Good Very good Average Poor Very poor
What is the relationship between the price paid and the quality of services offered at the restaurant?
Good Very good Average Poor Very poor
How do the employees communicate with the customers?
Good Very good Average Poor Very poor
What is the quality of products offered by the restaurant?
Good Very good Average Poor Very poor
How is the cleanliness of the restaurant and the employees?
Good Very good Average Poor Very poor
What are the weakest areas of performance that the management should check in future?
What are the areas of improvement that the management should check to improve the level of satisfaction?
Provide any additional thing that you think the management should introduce to improve customer satisfaction?

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