Free Essay

Briefing Survey

In: Business and Management

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

PURPOSE OF THE STUDY
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.
¿WHAT IS HAPPENING?
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.

SPECIFICS:
- 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 Y FACTORES DEL ESTUDIO
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 )

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