Customer Retention in BizTech Company - Coursework Example

Customer Retention in BizTech CompanyThe response rate and efficiency level of a company during crisis management is one of the determining factors of customer retention (Vavra, 2002). This survey seeks to determine whether or not the customer needs are being met by the BizTech Company. Within the spectrum of determining the responsive rate of the BizTech staff, this survey will aim at finding out if they (the BizTech staff) demonstrate a caring attitude as well as their skills level of managing inquiries.

The study will be a cross sectional survey which is used to gather information on a single point in time. Survey instruments like questionnaires and interview schedules will be used and the data analyzed using the tools of data analysis. The survey is expected to take five-ten minutesSurvey items:1. Bio dataName……………………………………How old are you? [ ] (Please type your age between the brackets)2. ResponsivenessOn a scale of 1 to 10, how would you rate our services? (Please type your answer between the brackets) Rating: [      ]     (1=Poor & 10=Excellent)On a scale of 1 to 10, how would you rate our customer service?

(Please type your answer between the brackets)Rating: [      ]     (1=Poor & 10=Excellent)Our about the satisfaction level, can you rate your satisfaction level as excellent, fair or poor?Excellent [ ] Fair [ ] Poor [ ]In a scale of 1-5, would you make a return purchase?1 2 3 4 5Strongly Agree Strongly Disagree3. A caring, can-do attitudeOn a scale of 1 to 10, how would you rate the attitude of the one who served you? (Please type your answer between the brackets) Rating: [      ]     (1=Poor & 10=Excellent)In a scale of 1-10, would you rate the professionalism of our workers?

[ ] (1=poor & 10=Excellent)In a scale of 1-10, would you rate the motivational level and mood at work of our workers?[ ] (1=poor & 10=Excellent)4. SkillsOn a scale of 1 to 10, how would you rate the technical skills of the staff? (Please type your answer between the brackets) Rating: [      ]     (1=Poor & 10=Excellent)What is your take on the response rate of our staff?Poor [ ] Fair [ ] Better [ ] Excellent [ ] On a scale of 1 to 10, how would you rate the speed with which you were served?

(Please type your answer between the brackets) Rating: [      ]     (1=Poor & 10=Excellent)What is the one thing we could do to improve our product?(Please type your answer between the brackets)[                                                                         ]THANK YOU FOR YOUR PARTICIPATION!ReferencesHayes, B. E. (2008). Measuring customer satisfaction and loyalty: Survey design, use, and statistical analysis methods.

Milwaukee, Wis: ASQ Quality Press.