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Essay Available:
Pages:
4 pages/≈1100 words
Sources:
3 Sources
Style:
APA
Subject:
Literature & Language
Type:
Coursework
Language:
English (U.S.)
Document:
MS Word
Date:
Total cost:
$ 17.28
Topic:

Voice of the Customer: Customer Satisfaction Survey

Coursework 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

Coursework Sample Content Preview:

Customer Satisfaction Survey
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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 their customers would want rather than what they may feel could work (Hague & Hague, 2017). There are a number of customers’ satisfaction survey questions that are crucial to establishing what they want and below are some of the most important.
1 Did the menu have excellent items to choose from?
This is one of the most influential aspects of the satisfaction of the customers coming to LaRosa’s Pizzerias. Every customer wants to know that, when they come to LaRosa’s Pizzerias, they will have something that interests them to eat. It is an aspect that cuts across the demographics of the customers, with aspects such as age being a close determinant. There are items that will best interest the younger generation and there those that will interest the older generation. Elements such as healthy foods cut across the age element with some bias on the older generation (Hague & Hague, 2017).
2 Was the food you were served fresh?
When going to a LaRosa’s Pizzerias store, customers want to know that the food they were served was fresh. In the event that the food they are served does not for some reason taste fresh, this is likely to diminish the credibility of the restaurant (ICMI, 2017). Other than the aspect of credibility, there are health concerns that are associated with being served foods that are not fresh.
3 How long did you wait for your order?
When a customer comes to LaRosa’s Pizzerias, they are pressed for time. Offering customers quick and reliable services is a crucial part of enhancing the customer satisfaction. If the orders take too long, the customers are going to be impatient. As such, the next time they may want to buy at any LaRosa’s Pizzerias, they reference the fact that they were kept waiting and may make the choice to try another competitor.
4 Were the customer services respectful?
For every other customer coming to LaRosa’s Pizzerias, whether they are coming to buy wings, pizza or kids’ meals such as turkey, they will ultimat...
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