You are about to establish your own business; your strategy is to focus on your core business and outsource the customer service to an external service provider to handle the customers’ requirement queries and complaints. Based on an extensive study, you have identified 6 key factors for the service provider.

Four service providers have offered their service and you and your team have scored 4 different potential providers on the 6 factors, using a scale of 1 to 5, with 5 representing the best option.

a) Based on the scores provided in the table below, which service provider should be chosen?

b) What score should Provider C get in the category “online platform” to be considered the best option?

SERVICE PROVIDER RATING (OUT OF 5)
FACTORS WEIGHT PROVIDER A PROVIDER B PROVIDER C PROVIDER D Speak Arabic and English 20 5 2 3 2 Live chat 15 1 4 1 2 24 hours service 25 2 5 4 5 Price 5 4 1 2 1 Location 5 2 3 3 4 Online platform 30 4 3 1 2