Free Essay

Briefing Survey

In: Business and Management

Submitted By gloriaquiros
Words 458
Pages 2
arket Research - Customer Satisfaction and Clients Expectatives

This research it is been made because we need to know what it is happening in our business at every minute, also because it would be relevance to make current and future decision and finally because it is tha best way to adapt to our customers and trends.
1º Problem identification.
Gradual lost of Customer. Giraffe Hampstead is losing customer every year as a consecuence of diferent kind of factors. It is important to deep on those possible factors to let us understand which one are damaging our clientele.
Potencial key factors:
- Losing Customer Trust.
- Losing Customer Satisfaction.
- Services Gaps. (Promotional, Understending, Procedural, Behavioral, Perception
- Increased Competition
- Economics Factors
2º Objetivos del estudio :
GENERAL: In a conclusive manner decipher the main weaknesses of the business that make it a model without personality and unproductive. (unprofitable)
Descifrar de manera contundente los principales debilidades del negocio que hacen del mismo un modelo sin personalidad e improductivo.

- Analyze the current situation in terms of restaurant services ( "implements service standars")
- Design tools for measuring customer satisfaction.
- Develop strategies to create value service to the restaurant.
- Analizar la situación actual del restaurante en cuanto al servicio
- Diseñar instrumentos para medir la satisfacción del cliente.
- Formular estrategías de servicio para crear valor al restaurante.
Variables: Food quality, Price, Services quality, Restaurant Atmosphere and Location
Other variables: competence
Factors: Customer Trust, Customer Satisfaction and Loyalty

3º Diseño del cuestionario/s
Search of external indicators that help us to obtain feedback from customers and thereby to achieve our objectives.
-Busqueda de los indicadores externos que nos ayuden a evaluar la opinión de los clientes y con ello poder alcanzar nuestros objetivos-
Goals definition of each indicator and selection. (variables of the study)
-Definición de los objetivos de cada indicador y selección. (variables del estudio)
- Segumiento del marco comparativo entre las expectativas de los clientes y la calidad del servicio
- Estudio de las service gaps ( promotional, understanding, procedural, behavioural and perceptional)
- Variables objeto del estudio : ubicación, producto, precio, calidad del servicio, competencía , localización
4º Proceso de recogida de la información
- Diseño del sistema de recogida de la información para el seguimiento de los indicadores
- Definición de la periodicidad en la recogida y anotación de los datos
- Seguimiento de la evolución del indicador: evolución de la situación actual en referencia al objetivo a conseguir. 5º Analisis y conversión de la información en herramientas para la toma de decisión
- Evaluar y exprimir la información obtenida para:
La toma de decisiones de mejora o correctoras.
Toma de decisiones preventivas.
6º Implantación de sistemas de control y seguimiento de las medidas adoptadas
- standard del servicio ( normas de regulación del servicio )

Similar Documents

Free Essay

Candy Kids

...Rock Candy Kids Brief De Comunicación Descripción breve de la Empresa: Somos una empresa que se dedica a crear ropa basada en la música, usando una formula de colores y diseños personalizados que hacen que vestirse sea un juego Descripción breve del producto: Rock Candy Kids es un sitio donde podes diseñar tu prenda de diferentes formas, colores y texturas, aplicando tu ingenio y tus ganas de verte diferente. Creas, compras y lo recibís en tu casa Necesidades principales Vestimenta para niños y niñas de 5 a 15 años Objetivo Principal: Ser la empresa nro 1 en venta de ropa personalizada por e commerce Objetivo Especifico: Descripción de Clientes Potenciales NSE: Abc1 y C2 Rango de Edad: 5 a 13 años Genero: Masculino y Femenino Personalidad y Estilo de Vida: Niños que les guste crear y divertirse, haciendo de la vestimenta un juego Detonadores para el consumo de nuestro producto: Los niños pueden diseñar/Crear en nuestra web, y reciben una prenda de calidad y divertida en su casa Cuáles son las barreras para que se compre el producto? Falta de contacto real con el producto, las personas deben tener acceso a internet, posibles demoras en las entregas Nuestros competidores: Cheeky, mimo, gimo´s, KSK kids Ventajas percibidas de nuestros competidores: Tiendas en los mejores puntos del país, publicidad en diferentes medios Desventajas percibidas de nuestros competidores: Calidad en las prendas No tienen diseños......

Words: 447 - Pages: 2

Free Essay


...(Logo Compañía) FORMATO DE BRIEF Fecha de solicitud: __________________________________________________________ Fecha requerida de entrega: __________________________________________________ Empresa: __________________________________________________________________ Solicitante: ________________________________________________________________ Cargo: ____________________________________________________________________ Producto/ Proyecto: _________________________________________________________ 1. Antecedentes: Factores por los cuales hay que hacer un esfuerzo de mercadotecnia, situación actual del mercado, amenazas, oportunidades, etc.) 2. Descripción del proyecto a comunicar: ¡Qué es lo que vamos a vender? 3. Objetivos del negocio: ¿Qué se busca generar a nivel empresa con este esfuerzo? 4. Objetivos del proyecto: ¿Qué pretendemos lograr con el esfuerzo de mercadotecnia? 5. Objetivos de comunicación: ¿Qué percepción queremos generar / qué queremos que el cliente haga cuando reciba la pieza? 6. Propuesta de valor: Beneficios Principales/ ventajas competitivos del producto/proyecto, Incentivos para la elección del producto/ proyecto. * Soporte de elección Hechos que respaldan la propuesta de valor. Características y atributos del producto/ Proyecto * “ Take Away” requerido ¿Qué es lo que quiero que se quede en la mente del cliente? 7. Piezas a desarrollar: ¿Qué elemento promocional quiero desarrollar? Ayuda ventas, literatura,...

Words: 293 - Pages: 2

Premium Essay

Inquiring Minds Want to Know

...these will be further examined in this paper. Sampling Plan According to Cooper and Schindler (2014), the sampling plan includes five questions. These questions include (p. 344): * What is the target population? * What are the parameters of interest? * What is the sampling frame? * What is the appropriate sampling method? * What size sample is needed? Once you have answered all these questions, you can determine the appropriate sampling design for your study. Penton Media has created their sampling plan from these questions. The target population for Penton Media’s study is the people who read their business magazines. Their subscribers consist of 1.7 mission people in the US, so they originally tested out the survey via phone with a small selection of subscribers. They then...

Words: 1020 - Pages: 5

Free Essay


...groups to evaluate/ assess the satisfaction level of customer and identify the most determined factors made sales of car. ← Identify the most determined factors made sales ← Consumer satisfaction (quality and convenience) ← Most effective Communication campaign ← Suggestion for further improvement etc.. RESEARCH DESIGN 1 Target Segment Respondent details Will be provided by Skoda ... 2 Sample Size : 48 |Age Group |Sample Size | | | | | | | | | | 3.3 Area Coverage Kathmandu Valley 5 Overall Survey Methodology The study will be quantitative in nature. The structured questionnaire will be canvassed to respondents selected. The investigator will be trained to be able to administer the set questionnaire. INFORMATION AREAS To avail the required information to meet the objective of the study, following information areas will be included in the questionnaire. The key areas/ points of diagnosis would be: ➢ Various features of Car ➢ Most considerable factors for sale of car ➢ Services which improve sales in future ➢ Preferred means for communicating ad campaign as well as campaign .. 3. FIELDWORK Field...

Words: 397 - Pages: 2

Premium Essay

P1 Unit 26

... Quantitative research is a more logical approach which provides a measure of what people think from a statistical and numerical point of view. For example, if you wanted to know how many of the customers like the new car or our new customer service and how strongly (on a scale) they support it, then this will provide the company with a numerical statistic. Quantitative research can gather a large amount of data that can be easily organized and conveyed into reports for analysis. How to do it Quantitative research uses methods such as questionnaires and surveys with set questions and answers that respondents tick from a predefined selection. Answers can be measured in strengths of feeling such as ‘strongly agree’ ‘disagree’ or numbers such as scales out of 10. This form of research will help Aston Martin to gather fair opinions about their products and services. Quantitative research — including surveys and customer questionnaires — can help ASTON MARTIN to improve their products and services by enabling them to make informed decisions * More reliable and objective * Can use statistics to generate a finding * Tests theories and hypothesis...

Words: 809 - Pages: 4

Free Essay

Questionnaire Design

...difference between things you need to know, and those it would be nice to know. Eliminate unnecessary lines of questioning at the planning stage. Maximise your chances of success The aim of questionnaire design is to a) get as many responses as you can that are b) usable and accurate. To maximise your response rate: • Give your questionnaire a short and meaningful title • Keep the questionnaire as short and succinct as possible • Offer incentives for responding if appropriate • Be creative – use different colours and images to make it attractive • Make it convenient – enclose a Stamped Address Envelope if appropriate. Who should you ask? It may not be possible to survey every person who could provide a useful response to your questionnaire. In such cases, you will need to choose a sample from your population to survey....

Words: 1499 - Pages: 6

Premium Essay

Starbucks, Bank One & Visa Launch Starbucks Card

...RES/351 Business Research Starbucks, Bank One & Visa Launch Starbucks Card 1. What types of research were done at each stage? Discuss the strengths of each different type given the stage of the project. Starbucks used the scientific method which consists of three different studies based on product functionality, product optimization, and brand tracking. The scientific method used to gather information about the target markets that they had or trying to approach. The product functionality study was carried out at the concept testing stage of the research, through the use of an online survey. The purpose was to understand which of the two credit card concepts customers preferred of the dual-function or two separate cards. This would determine if the product would or would not function as Starbucks desired, the findings of this study would be pertinent information to assist Starbucks and its affiliates in determining the strengths and/or weaknesses of the study’s design. The study of product optimization was used to see the concept stages of research. Starbucks used this study to see if certain features from the dual action card would determine if customer’s decision to apply for a credit card. The brand tracking was used to measure the return on the marketing investments based on the feedback after they launched the card. 2. Build the management-research question hierarchy for this project. The first question Starbucks had to answer was whether......

Words: 887 - Pages: 4

Premium Essay

Examine the Problems Some Sociologist Find with Using Postal Questionnaires in Their Research. (20)

...Examine the problems some sociologist find with using postal questionnaires in their research. (20) There are many problems that some sociologist find when using postal questionnaires. Postal questionnaires are sent to homes and business in certain areas, postal questionnaire mainly use closed questions as positives use this method due to the fact, that they are able to interpret the data in to numerical form such as graphs. Positives use quantitative data because they believed that society is moulded by social factors and therefore can be measured using the same method as the natural science. One of the many problems of a postal questionnaire is that they take a lot more time and money then a normal questionnaire; this is due to the fact that the researcher has to pay for self addressing envelope. This appeals to the participant as they are more likely to fill out the questionnaire in as they can send it off without having to spend money. If the research didn’t use as self addressing envelope then the participant is less likely to fill in the questionnaire, as they will have to send it back to the researcher themselves. Another problem of a postal questionnaire is that due to the fact the researcher won’t be present handing the participant the questionnaire. This can lead to the participant not feeling pressured to complete the questionnaire and therefore they might not complete it, or they might just discard it as they don’t have the time to fill it in. Due to this the...

Words: 497 - Pages: 2

Premium Essay

Quality Improvement Part I - Part Iv

...Quality Improvement Plan Part II This paper attempts to explain some areas of potential improvement for the Veteran Affairs (VA) organization in a surgical department. Describe the data that needs to be collected and the tools to be use. Also, it will be identified and compared the types of information collected based on the different tools used. Presenting the Quality Improvements (QI) tools needed to accomplish the goal and describe the information obtained from it. In addition, establish how are these tools helpful for the health care organizations. Areas of Potential Improvements for the Organization The areas to be considered are; on- call Practices, preoperative personnel are assigned designated times, in addition to their regular work hours, to be available on an “on-call” basis for unplanned , urgent, emergent procedures or to provide care for patients whose procedure run past schedule time periods. Call hours may vary from four hours or more. Actual hours worked during the call period are unpredictable and can range from 30 minutes to the entire length of the call period. A large body of research exists about fatigue and sleep deprivation and their effect on performance. Research also suggest that work periods of 12 hours or more are associated with higher probability of making an error and increase in risk-taking behaviors. The Time-Out: While technologies and other innovations have advanced health care, these advancements have also led to failures in the......

Words: 1370 - Pages: 6

Premium Essay


...Sociological Research Skills Name of Method Research Methods Questionnaires Brief Outline of Method A questionnaire is a list of written questions that can be completed in one of two basic ways Firstly, respondents could be asked to complete the questionnaire with the researcher not present. This is a postal questionnaire and (loosely) refers to any questionnaire that a respondent completes without the aid of the researcher. Secondly, respondents could be asked to complete the questionnaire by verbally responding to questions in the presence of the researcher. This variation is called a structured interview. Although the two variations are similar (a postal questionnaire and a structured interview could contain exactly the same questions), the difference between them is important. If, for example, we are concerned with protecting the respondent’s anonymity then it might be more appropriate to use a postal questionnaire than a structured interview. Questionnaires are restricted to two basic types of question: Closed-ended (or “closed question”) is a question for which a researcher provides a suitable list of responses (e.g. Yes / No). This produces mainly quantitative data. Open-ended (or “open question”) is a question where the researcher doesn’t provide the respondent with a set answer from which to choose. Rather, the respondent is asked to answer "in their own words". This produces mainly qualitative data. Strengths / Uses of Method Weaknesses / Limitations of......

Words: 1310 - Pages: 6

Premium Essay


...A RESEARCH PROJECT PRESENTED AT THE UNIVERSITY OF KABIANGA ABOUT ; SUPERVISOR; PHILIP ZEAL CHEBUNET DATE;……………………….. MEMBERS; NAME; REG. NO. PHONE; SIGN 1. KIBET CORNELIUS KIPTOO CPR/033/13 0724612633 …………….. 2. AGUNDA ALICE CPR/036/14 0719281475 ……………… 3. OLOO NBELINDA ONYANGO CPR/032/14 0714056988 ……………… 4. WANGILA JOYCE N. CPR/015/14 0704464395 ……………….. 5. ALEX KIPLAGAT CPR/026/14 0710397622 ……………….. 6. KIMUTAI SHEILLAH CPR/025/14 0703117280 ……………….. 7. ONKOBA K. PHOEBE CPR/27/14 0702573832 ………………… 8. KELVIN NZIVO CPR/007/14 0710293935 ………………… 9. WAFULA HARRIET CPR/38/13 0721180983 …………………. 10. APARENMG GODFREY CPR/016/14 0727814068 …………………. 11. SIMION KARIUKI CPR/022/14 0701917384 ………………… DECLARATION We declare that this research is our original work and has not been presented to any another university for an award of degree or diploma. Therefore, no part of this research maybe reproduced without the......

Words: 4200 - Pages: 17

Premium Essay

Audit Sampling

...Summary Audit sampling is necessary and helps improve an audit engagement because examining all items are rather very timely, requires more effort, and of course, at higher cost. Audit risks such as inherent, control and detection risk are first assessed when doing audit sampling. Low control risk means auditors rely extensively on the entity's internal control, and vice versa. The process for determining risks and gathering evidences to provide reasonable assurance are done through other audit procedures such as tests of controls and tests of details. These procedures are done by sampling. Using sampling, when auditors do not obtain sufficient and appropriate evidences, there is a risk of not identifying material errors and therefore result in a wrong conclusion. The use of either non-statistical sampling techniques or statistical ones does not directly affect application of audit procedures, appropriateness of audit evidences or courses of actions that could be taken. Even though the procedures in non-statistical sampling is less formal, they are still rigorous. Non-statistical sampling method involves eight steps namely establish objective test, defining the population, determining distortions, determining the appropriate sample size, determination of the right method for the sample selection, proper testing of the selected sample, extrapolating results, risk assessment. Firms include in their policies the techniques which they use to implement auditing procedures....

Words: 1449 - Pages: 6

Premium Essay

Unti 10 Types of Market Research

...methods that can be used to carry out primary research, these are: • Observation • Surveys • E-marketing research • Focus groups • Panels • Field trials • Piloting 1.1.1 Observation This is a cost effective way of collecting data that involves simply watching and recording what happens. The amount of time required to collect data using this method depends on what needs to be done to set up the observation, as well as carry it out and analyse the results. Observation is more suitable for collecting quantitative data rather than qualitative data, this is because this type of method is usually undetected, it records what people actually do. If people are aware that their views and behaviour are being noted, they may be encouraged to act differently and in a certain way, this can then create a more favourable impression of themselves. Observation can only help to reveal what people do, the lack of interaction means that it cannot establish reasons for their reactions or actions. 1.1.2 Surveys Surveys are used to gather primary date either qualitative date or quantitative data. These are often based on a representative group or sample of people, if the number of potential respondents is very large. There are different ways of conducting a survey, the method chosen depends on the type and amount of information needed, as well as the cost and ease of obtaining it. Face-to-face surveys These involve using trained interviewers to question people......

Words: 1256 - Pages: 6

Free Essay

Assess the Strengths and Limitations of One of the Following Methods for Investigating the Role of Linguistic Deprivation in Educational Underachievement: Either Self-Completion Questionnaires or Unstructured Interviews.

...any embarrassing (EG. Sexual or illegal acts) by giving the anonymous option allows the researcher to gain that information from people as they are mostly to tell the truth that way. These are also easy to distribute depending on what the researcher wants to find out. To discover the rule of linguistic deprivation in educational underachievement the researcher could easily distribute them throughout a school. With questionnaires the questions given are unlikely to be biased therefore information that is received will be valid and reliable. Unfortunately, many people cannot be bothered to spend their time answering questionnaires, especially if they are pages long, in addition to this, the response rate is likely to be low rendering the survey pointless. When attempting to investigate the role of linguistic deprivation in educational underachievement, self-completion could prove to be a restriction if the questionnaire is lacking simplistic language then it would be harder for the participant to answer the questions. If the participant speaks little English then there would be no possibility for completion. It is also difficult to go into depth when it comes to questionnaires. Yes it may be obvious to see...

Words: 379 - Pages: 2

Free Essay

Market Research Theory

...MARKET RESEARCH 1. Discuss the importance of attitude measurement, and describe tow different approaches to measuring people's attitudes toward a given object. There is a growing need among today's marketers to better understand their customer's attitudes and feelings toward the company's products, services, and delivery systems. Some researchers view "attitude" as a derived composite outcome of the interaction between a person's beliefs (i.e., cognitive thoughts) and expressed emotions (i.e., affective feelings) regarding those beliefs. Knowing these interactions can be helpful in predicting a person's behavior (i.e., conative action). Not all researchers accept this trilogy approach to measuring attitudes; some simply see attitudes as a global indicator of a person's feelings (i.e., affect = attitude) toward an object or behavior. No matter the approach, these is significant diagnostic value to both researchers and practitioners in understanding the different scale measurements used to capture people's belief structures versus emotional feelings versus behavior tendencies. Tell how to correctly design and text Likert, semantic differential, and behavior intention scales, and explain their strengths and weaknesses. Likert scale designs uniquely use a set of agreement/disagreement scale descriptors to capture a person's attitude toward a given object or behavior. Contrary to popular belief, a Likert scale format does not measure a person's complete attitude, only......

Words: 2923 - Pages: 12