Customer survey findings are as follows:

Overall satisfaction with CBSA:

26 totally satisfied

18 somewhat satisfied

4 dissatisfied

1 totally dissatisfied

Industry benchmarks show that the average number of customers who indicate that they are totally satisfied is 42%.

Ease of doing business with CBSA:

20 totally satisfied

19 somewhat satisfied

8 dissatisfied

2 totally dissatisfied

Industry benchmarks show that the average number of customers who indicate that they are totally satisfied with ease of business is 47%.

Customers who said they would purchase products from CBSA again are:

42 totally satisfied

6 somewhat satisfied

1 dissatisfied

0 totally dissatisfied

Industry benchmarks show that the average number of customers who indicate that they would purchase products again is 72%.

Customers who said they would recommend CBSA to others:

38 totally satisfied

8 somewhat satisfied

3 dissatisfied

0 totally dissatisfied

Industry benchmarks show that the average number of customers who indicate that they would recommend the company to others is 63%.

Task

Based on the email and its attachment, you are to complete the following task:

1.Analyse and report on results.

You must develop a report using Microsoft Word or a similar program

Review the survey data and develop a report on the result, including your recommendations for actions based on your analysis.

Your report must be clear, concise and error free

You are required to provide an analysis of the overall results against industry benchmarks for customer satisfaction, ease of doing business and customer loyalty

Your report must include:

-Bar charts that clearly show the results of the survey in percentages

-An overall analysis of how the company is performing in terms of customer service

-At least two recommendations for future customer surveys