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Voice of the Customer: Customer Satisfaction Survey

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  • Post Date 2018-11-05T12:13:52+00:00
  • Post Category Essays

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Voice of the Customer: Customer Satisfaction Survey

Voice of the Customer: Customer Satisfaction Survey

INSTRUCTIONS:

In the “Understanding the Voice of the Customer at LaRosa’s Pizzerias” case study found in your textbook, LaRosa’s Pizzerias implemented the Voice of the Customer process to its restaurants design to address customer needs and expectations and ultimately allowed the restaurant chain to gain significant market share.
Answer the following:
Develop a customer satisfaction survey of eight questions. The questions must be relevant to the case study that the project team would use to solicit appropriate responses on the restaurant design concept from current and potential customers both inside and outside the restaurant’s current market area. Explain your rationale for each question selected.
For each of these survey questions, identify a critical to quality (CTQ) performance characteristic for each of the survey questions and discuss why they are important to customer satisfaction.
Examine the customer profile (age, lifestyle, etc.) that the restaurant is targeting based on the customer requirements that LaRosa’s has identified and considered as the design concept the restaurant has adopted.
The Assignment:
Must be submitted in an MS Word document.
Must be 900 – 1,400 words (excluding title page and references page) in length, double-spaced and formatted according to APA style as outlined in the Ashford Writing Center. Contextual (Level One) headings must be used to organize your paper and your thoughts. Must include a title page with the following:
Title of paper
Student`s name
Course name and number
Instructor`s name
Date submitted
Must include an introductory paragraph with a succinct thesis statement.
Must address the topic of the paper with critical thought.
Must end with a conclusion that reaffirms your thesis.
Must use at least two scholarly resources, including a minimum of one from the textbook book-Managing for Quality and Performance Excellence - 8/e
Must document all sources in APA style.
Must include a separate reference page, formatted according to APA style

CONTENT:



Customer Satisfaction Survey

Name:

Institution:

Course:

Date:

Introduction

Customer satisfaction marks the most crucial aspect of any business. Every other business manager wants to know that their customers are satisfied with the services and goods that they are offered by their business (Hague & Hague, 2017). This is due to the fact that; the element of customer satisfaction is the largest determinant of whether the customers will be loyal to the business or they will try other competitors. In the restaurant business, this is even more important relative to the fact that, they offer services and products at the same time. The customer base has to be satisfied with the products and services for them to remain royal. Some of the largest restaurant chains such as LaRosa’s Pizzerias which has been serving customers since 1954, pride in their services relative to customer satisfaction (LaRosa’s Pizzerias, 2017). Conducting customer surveys on satisfaction is one of the best ways that LaRosa’s Pizzerias, can establish what customers want and what they would want changed or improved. This way LaRosa’s Pizzerias’ management will be concentrating their efforts on aspects that

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