Employing Surveys for Sal's you explored the different tools for receiving feedback in your CSR Tool Belt. You will use a free survey making tool called Survey Monkey® to create a survey to address a customer situation and then share it with the class. Read the following customer service scenario and respond to the checklist items. Read the Scenario: Sal's Burgers has been in business for 4 years and has done extremely well until about 6 months ago. Their sales and revenue as well as customer count have dropped almost 50% from the year prior and Sal is wondering why. He has decided to implement an online survey to address key issues with the business so that he and his management team can fix the issues and be successful once again. Currently Sal's has 6 big booths that sit up to 6 people each and two small tables outside that sit two each. His menu is simple and includes burgers, fries, and ice cream cones (vanilla and chocolate). He is located next to a college and a new industrial complex with offices that just opened about a month ago. Checklist: Using Survey Monkey® create a 5-7 question survey asking questions about Sal's to be given to Sal's customers. Once you create the link in Survey Monkey, copy the link into your Discussion posting and then explain your rationale for the questions that you asked. Make sure to go into detail. Topic 2: Analyzing Analytics are another tool the company can use if they are using efficient CRM software to aggregate the data generated across and between departments and the customer. Although analytics can be intimidating, by analyzing it in a step by step manner (see the Learning Activity tutorial), it becomes more enlightening and easier to understand. The customer service manager has asked you to see if you can analyze the data and get back to him tomorrow as to how you might address the situation. These are the analytics provided (attached) to the Customer Service Representatives (CSRs) of a global department store. The company ran a website survey on Monday night through Wednesday. After customers took the survey, they were entitled to a discount coupon on handbags downloadable from the company website. Checklist: · Based on these analytics in chart 1 as displayed in thousands, what tools were predominantly used by customers to spread the word each day? · What would this tell the customer service department as to the best means of getting out the word on promotions for this company and why? · Why did sales not increase until later based on charts 1 and 2? · How did the situation impact delivery each day? Why did this happen? How can the company use the feedback loop of customer service to address this situation?