Actividad de aprendizaje 14

Evidencia 5: Workshop “Using verbs to build

customer satisfaction tools”

Presentado por: Jessica Paola García Carvajal

Tecnólogo en gestión logística

(Sena) servicio nacional de aprendizaje

Octubre 2019
 INTRODUCTION

This document collects the description and analysis of the satisfaction survey applied by
the company known as “My sweet candy” to the residents of the Atlantic. This
instrument evaluates the development of public hearings, it also details the process
followed for its validation and presented the analysis of the results obtained.
The design of the questionnaire, the supplementation procedure and the field realization
are coordinated by the representatives and employees, likewise, the analysis of the
results counts on the advice of Append Company, specialized in studies of this nature.
PRESENT

The company thinks of continuous improvement in its implementations, as well as in the

satisfaction of its clients, which through studies allow it to measure the care provided
and to establish contact mechanisms with them. Based on the above, Satisfaction
surveys are conducted in the development of public hearings for socialization
management report and accountability validity. In the department of Atlantic, the
surveys are applied according to the parameters established in the customer
satisfaction survey analysis procedure, which results are the following:

QUESTIONS

People expresses good satisfaction towards the product, they feel comfortable with the
product we offer, they give us a recommendation to improve and implement new
flavors, this survey is a good tool to visualize that we are doing a good job. A
satisfaction survey is a study used to measure how satisfied customers are and what
level of commitment they have to a brand, product or service. Conducting a satisfaction
survey is always the best way to find out what customers think of the product or service,
in this way, the company has right tools to meet customers' expectations without
affecting the company’s revenues. A satisfaction survey is used to make short-,
medium- and long-term decisions.

SECOND POINT

The satisfaction survey clearly interacts with effective methods of encouraging new
ideas to improve or strengthen product processes and procedures.

This method is appropriate because it helps us to identify:

• Know exactly what is needed to improve.

• Know what customers say of the brand.
• know what satisfies the customers.
• Understand the needs of customers.
• Know the way to retain customers.
• Know if the company are doing right things
PAST

The company thought of continuous improvement in its implementations, as well as in

the satisfaction of its clients, which through studies allowed it to measure the care
provided and to establish contact mechanisms with them.

Based on the above, Satisfaction surveys were conducted in the development of public
hearings for socialization management report and accountability validity. In the
department of Atlantic, the surveys were applied according to the parameters
established in the customer satisfaction survey analysis procedure, which results were
the following:

QUESTIONS

People expressed good satisfaction towards the product, they felt comfortable with the
product we offer, they gave us a recommendation to improve and implement new
flavors, this survey was a good tool to visualize that we were doing a good job. A
satisfaction survey was a study used to measure how satisfied customers were and
what level of commitment they had to a brand, product or service.

Conducting a satisfaction survey was the best way to find out what customers thought
of the product or service, in this way, the company had right tools to meet customers'
expectations without affecting the company’s revenues. A satisfaction survey was used
to make short-, medium- and long-term decisions.

SECOND POINT

The satisfaction survey clearly interacted with effective methods of encouraging new
ideas to improve or strengthen product processes and procedures.

This method was appropriate because it helped us to identify:

• Knew exactly what is needed to improve.
• Knew what customers said of the brand.
• knew what satisfied the customers.
• Understood the needs of customers.
• Knew the way to retain customers.
• Knew if the company were doing right things
 CONCLUSIONS

At the end of the satisfaction survey it was possible to observe that in general there
were more positive than negative results, although there are some details that we need
to fine-tune in each department in order to grow and improve as a great company where
the clients are always satisfied.