Customer Satisfaction Survey

Published Date: 02 Nov 2017

In this research, the group identified the problems that were existing in Domino’s Pizza, Manukau. The group carried out a thorough Supervisors interview, distributed questionnaires to the staff members and to the customers and also spend some time observing their fast food operations to gain more knowledge of the organization. This task made it easy for the group to draw a conclusion about problems that exist in managing the resources of the organization.

The results are clearly presented with any tables diagram and figures well displayed

The customer survey questionnaires were forced on the satisfaction of service that they receive in Domino’s Pizza. 10 questionnaires were distributed among 10 customers. Only 5 responded to the questionnaires, which are giving a 50% respond rate. All those 5 questionnaires were given by hand while the customers were entering or existing from the restaurant. All the customers were given same questionnaires to answer.

The employee’s questionnaires were forced on issues working environment work delegation and on stock control. 10 questionnaires were distributed only 6 were responded to the questionnaires which are giving 60%. The questioners were given when the employees were on breaks. All employees were given same questioners to respond.

Face to face interview was done with the manager of Dominoes Pizza. We adapt the question as necessary, clarify our doubts and ensured that the manager responses are properly understood by repeating our questions. Interview was done on manager’s break.

Observation was done on working environment. The team took notes on the performance evaluation sheet and gave a performance score based on the evaluation from our observation. These estimates were solely on the visual observation.

Analysis of data:

Customer Satisfaction Survey

These were customer satisfaction survey questioners. Though this survey we tried to understand if the customers were satisfied with Dominos Pizza and what can be improved.

1. Please rate your overall satisfaction with dominoes pizza. Please use a point scale where 1 is very dissatisfied and 5 is very satisfied.

Very Dissatisfied

Not satisfied

neutral

satisfied

Very Satisfied

0

60%

30%

10%

0

According to the survey 60% of the customers were not over all satisfied with Dominoes Pizza. Unsatisfied customers tend to not return to the company after experiencing bad customer service. Some people will go as far as to encourage everyone they know to also reject your business. This means that while you might be acquiring new clients, you are losing the clients you already had. It is common knowledge to marketers that it costs less to retain a client than to find a new one, so offering better customer service can actually reduce your costs in marketing and customer-retention initiatives.

2. Please rate Dominos Pizza on scale where 1 is Poor and 5 is great.

Quality of product.

Poor 1

2

3

4

Great 5

0

80%

20%

0

0

The survey shows that 80% rated it on scale 2 this shows that quality is not up to the stated. Delivering the poor quality to customers lead to morality to be very down. If this is happenings than it means that your employee will be in the low morality as well as your customers. And there is always a chance of losing the work from customers. So to keep up the high morality throughout you have to maintain the good quality every time.

3. Please rate the delivery of Dominos Pizza on a 5-point scale where 1 is Poor and 5 is Great.

Poor 1

2

3

4

5

Speed of take away

10%

80%

10%

0

0

Quality of take away delivery

20%

70%

10%

0

0

Mostly people rated delivery and quality of the product of Dominoes Pizza on scale 2. This means the customers are not happy with their take away. For the business to be successful, it is absolutely necessary to get the right product to the right client in a timely manner. Delays and inaccuracies will have a devastating impact on client satisfaction and the brand image

4. Please rate the staff for Dominos Pizza on a 5 point scale where 1 is Poor and 5 is Great.

Poor 1

2

3

4

Great 5

Courtesy from staff

20%

70%

10%

Representatives availability

80%

20%

Representatives knowledge

10%

60%

30%

Complaint resolution

60%

40%

After sales service

70%

30%

Technical service

10%

60%

30%

Most of the people rated staff of Dominos Pizza on scale 2. They were not happy with the service they were receiving from there. This survey simply shows that staff was not performing the way that customers would be satisfied. Poor customer service naturally results in fewer clients, which translate into poorer sales and profits for the company. This can begin a vicious cycle in which company tries to accumulate money on recruitment or customer service training, which makes service levels spiral descending even further. A business that can't keep rate with the economic demands of running a business faces rising operating debt and in the end, a loss of the business

Employee Question

These were employee survey questioners. Though this survey we tried to understand if the employee’s point of view on the management.

1. Over all how satisfied are you with your employment?

Highly satisfied

Satisfied

neutral

Somewhat dissatisfied

Very dissatisfied

100

All of the employee were neutral satisfied with their employment. Low job satisfactions can be far reaching and this issue is of concern for company. If staff is not happy with their jobs several areas of work are affected and their behaviour can also affect the company.

2. Compare to a year ago how you would describe your current job stratification stage:

Very Dissatisfied

Dissatisfied

Same

Satisfied

Highly satisfied

80%

20%

80% of the employee were not satisfied with the current job and 20% were had same view.

Management Assessment

Questions

Not at all

Rarely

Some times

often

Very often

Management makes a point of explaining clearly what needs to be done

10%

80%

10%

Management delegate things at the last minute.

10%

90%

Management delegate larger projects to teams of people, giving them appropriate responsibility and clearly defining their authority for decision-making.

100%

Management provide directions at the start of the project and wait for expected results at the agreed end-point.

30%

70%

Management delegate to anyone in the organization I figure could do the work.

70%

30%

Management use delegation as a mean of developing others' skills.

60%

40%

Management delegate work that is critical to the success of a project.

80%

20%

Management expect delegates to come to me with solutions to problems they encounter, instead of simply asking for more instructions.

90%

10%

Almost most of the employees were not satisfied the way there managers delegate the task to them. The employee also expects the management to delegate the task the way they understand it, thus this would improve company output, and work would be done easily and before time.

Internal Control Assessment

How would you evaluate the effectiveness of the current process in achieving the following control objectives? Use a scale of 1 to 5, with1=Not effective and 5=highly effective

1

2

3

4

5

20%

80%

Survey shows that 80% of the employee rated it on scale 2 and 20% scale it on 1.

Employees and management are provided the information they need to control the process of obtaining material and supplies.

1

2

3

4

5

100%

All employees rated on management providing the information they need to control the process of obtain materials and supplies on scale 2.

Orders are placed on a timely basis

1

2

3

4

5

20%

80%

According to the survey 80% scaled orders placed on timely basis on scale 2 and 20% on scale 1.survey shows that employee were not aware of the stock keeping process.

Possible solutions

As Fayol (1949), has suggested that planning is the most important process in management because it determines organizational aims, develops principles about the current environment, selects the course of action, initiates activities required to change plans into action, and evaluates the outcome. Therefore to control this problem the manager should plan and analyze the employee schedule a week in advance and if any problem exists then he/she should fix it. For example, the manager should re-assign staff according to the peak time of the store based on their skills and if it doesn’t work then hiring more staff is another possibility. Sagie’s (1998) research stated that employee schedule is very important because it is the backbone of any business and poor labour management can mean that productivity will be low and staff turnover will be high. Therefore, if a business wants the most from their employees then it is vital to consider and care their input into good employee scheduling.

Training plays an important role in labour management because it helps a manager in verifying an employee’s skill level. It enables the manager to schedule the employee according to their skill level and peak hours. Therefore, the manager should provide a week’s on job training to the employees on the stations in the kitchen area and the front counter customer service area and explain the path to future employee development. According to Castrogiovanni & Kidwell (2010), training is very important and fruitful to both the business and employee because it increases their productivity which results in quality, timely and less wastage outcome and increased profits for the business.

Effective task delegation is very for important management and leadership succession with a follow up process. According to Marshall (1992), the process is established on five organizing factors: unity of command, span of control, delegation of authority, homogeneous assignment and flexibility. Therefore, the manager should delegate specific tasks to the employees, and provide a little responsibility and authority in order for the employees to complete their tasks. The task should be followed up by the manager and provide the employees with a feedback to increase employee’s motivation and morale. In a research conducted by Dartey-Baah (2010), it was highlighted that effective delegation helps increase business productivity and maintains a smooth operations which gives more time to the manager for more strategic thinking and development opportunities.

Inventory management is the process of efficiently managing the constant flow of products into and out of an existing inventory. Controlling and balancing the inventory is very important because if the inventory is too high then the company’s cash will be tied up with the stock and if the inventory is low then it can put the company in a difficult situation. This Domino’s store is new in the area and has uneven sales therefore the company does not carry a high stock but frequently faces problem with low inventory. The outcome of this situation is lack of sale with disappointed customers and employees who has to face the customers with poor inventory management. Therefore, without proper inventory management it will be difficult for a company to maintain control and if the company does not have proper control in inventory management then the company will not meet the customers demand. Therefore as Fayol (1949) stated, that controlling is the evaluation component of management where they involve the comparison of activities of managers to the plan of action.