Customer Satisfaction
One of the unique features PK Village Stores offers to residents in their vicinity is XpressEntree, a gourmet dinner delivery service that operates between 6:00 and 11:00 PM, 365 days per year.
Registered customers make their selection and enter their orders in a special online app. Warm and ready to serve dinners are delivered within 20 minutes. Charges are applied against the payment method selected by the client when registering as user of this service.
To monitor quality, customers are asked to grade every experience using a scale that ranges between 1 and 5 stars.
Ms. Patel is concerned with the decline in customer satisfaction observed over the past few weeks, as depicted in the chart.
Your consulting firm has been retained by Ms. Patel to investigate the possible causes of customer dissatisfaction and quantify the impact of potential improvement measures. She has provided access to performance data every customer served in a recent evening. Your data specialists have extracted the information contained in Workbook 1.
Deliverables:
- Prepare a summary of your findings. This summary should have sections (a) describing the opportunity or problem, (b) listing assumptions made in the analysis, and (c) explaining the methodology used, along with (d) justified recommendations.
- Include the Excel file as support.
Use proper business language and note that the submission will be graded in accordance to the corresponding rubric.
PK Village Stores, LLC Customer Rating and Sevice Metrics
Awarded Stars
Delivery Time
Number of Errors in Order
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