Task 3 - Evaluation report

Towards the end of the four service periods, provide the evaluation form you developed in task 1 to your colleagues and supervisor to complete.

When you have collected the completed forms, analyse the results and produce a report, covering the following:

An electronic summary of the overall performance of the business regarding customer service

Summary of the type of evaluation tool you developed and why you think this method of research selected was the most appropriate

Summary of the research methods listed below (If already documented above, do not repeat)

C` focus groups / formal interviews

Qualitative research

Quantitative research

Informal customer questioning

Questioning staff, supervisors and management during regular staff meetings

Break down of the data gathered into usable information, wording the summary as if you are presenting to your manager.

Customer feedback

Staff Feedback

Supplier feedback

Your own observations whilst monitoring the staff following the customer service policies and procedures.

Brief summary of whether or not your policies and procedures were mentioned, could you tell if they had been a success? Explain your response by documenting the positive and negative responses.

Whether this was this a successful way to monitor your new procedures? Explain your answer

Evaluation of the feedback and review of the amount of complaints or disputes that were documented over the four-week period.

Was this an acceptable amount?

Were they resolved appropriately and by the appropriate staff member

Also it is equally as important to recognise the positive points and acknowledge those responsible (Pass the information onto your colleagues or provide the information to your trainer)

Documenting how you intend to improve the negative areas, this could include:

Possible ways:

Staff training

New technology

Adjustment of procedures

Adjustment of your policy and procedures in order to align with the information form retrieved from the evaluation form.

Documenting how you will manage the improvements made to your policy:

How will you implement?

How will you monitor?

How will you adjust if required?

All statistical calculations correctly calculated.

Use software (e.g. Word and Excel) correctly to present the statistical data.