Develop workplace policy
Crown Institute of Business and Technology Pty Ltd ABN 86 116 018 412 National Provider No: 91371 CRICOS Provider Code: 02870D North Sydney Campus: 116 Pacific Highway North Sydney NSW 2060 Tel: +612 9955 0488 F 02 9955 3888
Sydney CBD Campus: Level 5, 303 Pitt St Sydney NSW 2000 Tel: +612 8959 6340 F 02 9955 3888 Canberra Campus: Suite 1, Level 4, 40 Cameron Avenue, Belconnen ACT 26 17 Tel: +612 6253 5184
© RTO Works 2019 – BSBCUS501 Assessment 2 v 3.0 Page 1 of 9
BSBCUS501 Manage Quality Customer Service
Assessment 2 Project
Part A
Task summary
For this assessment task, students are required to review and analyse customer complaints
lodged with Ozhouse Clean, and to provide a briefing report to the General Manager about
solutions.
Required
Computer and Microsoft Office
Access to the internet for research
Briefing Report Template
Submit
Briefing report.
Assessment criteria
For your performance to be deemed satisfactory in this assessment task, you must satisfactorily
address all of the assessment criteria. If part of this task is not satisfactorily completed, you will
be asked to complete further assessment to demonstrate competence.
Crown Institute of Business and Technology Pty Ltd ABN 86 116 018 412 National Provider No: 91371 CRICOS Provider Code: 02870D North Sydney Campus: 116 Pacific Highway North Sydney NSW 2060 Tel: +612 9955 0488 F 02 9955 3888
Sydney CBD Campus: Level 5, 303 Pitt St Sydney NSW 2000 Tel: +612 8959 6340 F 02 9955 3888 Canberra Campus: Suite 1, Level 4, 40 Cameron Avenue, Belconnen ACT 26 17 Tel: +612 6253 5184
© RTO Works 2019 – BSBCUS501 Assessment 2 v 3.0 Page 2 of 9
Carefully read the following:
Last October, Ozhouse Clean signed up to a number of group buying website to increase the demand for
its services. There has been a marked increase in customers, but there has also been a significantly
increased number of complaints.
The following complaints have been logged in the complaints register since signing up to the group
buying web site as follows:
Three customers have recently called to redeem their voucher. Customer service officers have
checked the vouchers and found that they are out of date. Customer service officers have
therefore advised customers that as the vouchers are out of date, and they are no longer able to
redeem them. Two of the customers have complained to the Department of Fair Trading that
they are unable to redeem the services paid for. Note that the companys refund policy on their
web site does not refer to refunds in relation to vouchers.
Two customers have complained that they had to wait too long to redeem their vouchers for an
introductory clean. This is because in signing up to group buying the demand for services
resulted in delays.
A customer called to complain that they had called to book an introductory clean, but ware told
that that the voucher only covered one free hour of cleaning and they would have to pay the full
amount, requiring the customer to pay an additional $70.
As Operations Manager, you have been asked to investigate and report on these complex complaints, as
it appears that the company had not investigated these situations prior to signing up with the group
buying web site.
Complete the following activities:
1. Write a complex complaint briefing report.
Your investigation should include an analysis of the legal situation, example cases and
recommendations for how to avoid this situation in the future.
Your briefing report should address:
a. Summary of the issues
b. Analysis of relevant legislation.
c. Issues with use of group buying web sites for businesses, including benefits and
pitfalls.
Crown Institute of Business and Technology Pty Ltd ABN 86 116 018 412 National Provider No: 91371 CRICOS Provider Code: 02870D North Sydney Campus: 116 Pacific Highway North Sydney NSW 2060 Tel: +612 9955 0488 F 02 9955 3888
Sydney CBD Campus: Level 5, 303 Pitt St Sydney NSW 2000 Tel: +612 8959 6340 F 02 9955 3888 Canberra Campus: Suite 1, Level 4, 40 Cameron Avenue, Belconnen ACT 26 17 Tel: +612 6253 5184
© RTO Works 2019 – BSBCUS501 Assessment 2 v 3.0 Page 3 of 9
d. Recommendations for actions, including response to the customers, as well as
recommendations that can be adopted internally to avoid this situation
reoccurring.
Use the Briefing Report Template to guide your work.
2. Send an email to your assessor.
The text of the email should be in grammatically correct English, written in an
appropriate (polite, business-like) style.
It should introduce and summarise the contents of the attachment.
Attach your briefing report to the email.
3. Take a screen shot of your folder and files.
Ensure that you have an overall folder for your work for this unit, as well as sub
folders if necessary.
All of the documents that you have submitted for this assessment task should be
correctly named and filed.
Folders must be logical and well-organised, and you will be assessed on this.
The screen shot should show all the folders and documents using the naming
conventions as provided in Assessment Task 2.
Crown Institute of Business and Technology Pty Ltd ABN 86 116 018 412 National Provider No: 91371 CRICOS Provider Code: 02870D North Sydney Campus: 116 Pacific Highway North Sydney NSW 2060 Tel: +612 9955 0488 F 02 9955 3888
Sydney CBD Campus: Level 5, 303 Pitt St Sydney NSW 2000 Tel: +612 8959 6340 F 02 9955 3888 Canberra Campus: Suite 1, Level 4, 40 Cameron Avenue, Belconnen ACT 26 17 Tel: +612 6253 5184
© RTO Works 2019 – BSBCUS501 Assessment 2 v 3.0 Page 4 of 9
Part A Checklist
Did the student:
Completed
successfully Comments
Yes No
Research relevant legislation and example
cases in order to solve complex consumer
complaints?
Identify and report on solutions based on
analysis of legislation and example cases,
including appropriate solutions for
customer, as well as internal solutions?
Manage records effectively by creating
appropriate folders and storing all files?
Crown Institute of Business and Technology Pty Ltd ABN 86 116 018 412 National Provider No: 91371 CRICOS Provider Code: 02870D North Sydney Campus: 116 Pacific Highway North Sydney NSW 2060 Tel: +612 9955 0488 F 02 9955 3888
Sydney CBD Campus: Level 5, 303 Pitt St Sydney NSW 2000 Tel: +612 8959 6340 F 02 9955 3888 Canberra Campus: Suite 1, Level 4, 40 Cameron Avenue, Belconnen ACT 26 17 Tel: +612 6253 5184
© RTO Works 2019 – BSBCUS501 Assessment 2 v 3.0 Page 5 of 9
Part B
Task summary
For this assessment task, you are required to develop a customer survey for Ozhouse Clean.
You will then analyse the results, and develop a short report for your team about the results of
the survey, as well as your recommendations for changes to customer services or standards
based on your analysis.
Required
Computer and Microsoft Office
Access to the internet for research
Submit
Email to your assessor with your customer survey attached
Email to your assessor with your customer survey report attached
Assessment criteria
Students must complete all of the activities listed and will be assessed against the assessment
criteria included in the checklist included with this task.
Re-submission opportunities
If a student submits work that is not satisfactory, the assessor will provide written feedback
explaining why, as well as timelines for resubmission.
Crown Institute of Business and Technology Pty Ltd ABN 86 116 018 412 National Provider No: 91371 CRICOS Provider Code: 02870D North Sydney Campus: 116 Pacific Highway North Sydney NSW 2060 Tel: +612 9955 0488 F 02 9955 3888
Sydney CBD Campus: Level 5, 303 Pitt St Sydney NSW 2000 Tel: +612 8959 6340 F 02 9955 3888 Canberra Campus: Suite 1, Level 4, 40 Cameron Avenue, Belconnen ACT 26 17 Tel: +612 6253 5184
© RTO Works 2019 – BSBCUS501 Assessment 2 v 3.0 Page 6 of 9
Carefully read the following:
Based on the customer service issues identified as a result of the customer complaints issue, Ozhouse
Clean has decided to be proactive and identify customer needs through use of a customer feedback
survey. As Operations Manager of Ozhouse Clean, you are required to develop the customer survey.
Complete the following activities:
1. Conduct research
Use the internet to research real life customer surveys used by businesses, as well as
how these surveys are administered (e.g. online) and how often.
Identify best practices in customer surveys in regard to questionnaire design and
survey method and frequency. Make notes on your findings
2. Develop a customer survey
Based on the areas identified in the task instructions (i.e. quality of service, ability to
meet timelines, staff performance and cost of services), develop a customer survey.
Your survey should include at least 10 questions.
You may also include rating criteria for customer to rate their responses.
Send the customer survey to your assessor via email. Your email should outline the
purpose of the survey and include your recommendations on how often the survey
should be administered and by what method based on the research you undertook.
You should include a clear rationale for your recommendations.
3. Send an email to your assessor.
The text of the email should be in grammatically correct English, written in an
appropriate (polite, business-like) style.
Your email should outline the purpose of the survey and include your
recommendations on how often the survey should be administered and by what
Crown Institute of Business and Technology Pty Ltd ABN 86 116 018 412 National Provider No: 91371 CRICOS Provider Code: 02870D North Sydney Campus: 116 Pacific Highway North Sydney NSW 2060 Tel: +612 9955 0488 F 02 9955 3888
Sydney CBD Campus: Level 5, 303 Pitt St Sydney NSW 2000 Tel: +612 8959 6340 F 02 9955 3888 Canberra Campus: Suite 1, Level 4, 40 Cameron Avenue, Belconnen ACT 26 17 Tel: +612 6253 5184
© RTO Works 2019 – BSBCUS501 Assessment 2 v 3.0 Page 7 of 9
method based on the research you undertook. You should include a clear rationale for
your recommendations.
It should introduce and summarise the contents of the attachment and seek their
feedback and approval to move forward with the project.
Attach your Customer Survey to the email.
Carefully read the following:
It is six months later, and a customer survey has been completed by sending out a one-off survey to 300
customers by email.
49 customers responded to the survey and the findings are as follows:
Overall satisfaction with Ozhouse Clean services
26 totally satisfied, 18 somewhat satisfied, 4 dissatisfied and 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 Ozhouse Clean
20 totally satisfied, 19 somewhat satisfied, 8 dissatisfied and 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 use Ozhouse Clean Services again are:
42 totally satisfied, 6 somewhat satisfied, 1 dissatisfied and 0 totally dissatisfied
Industry benchmarks show that the average number of customers who indicate that would use
services again is 72%.
Customers who said they would recommend Ozhouse Clean to others
38 totally satisfied, 8 somewhat satisfied, 3 dissatisfied and 0 totally dissatisfied
Industry benchmarks show that the average number of customers who indicate that they would
recommend the company to others is 63%.
Crown Institute of Business and Technology Pty Ltd ABN 86 116 018 412 National Provider No: 91371 CRICOS Provider Code: 02870D North Sydney Campus: 116 Pacific Highway North Sydney NSW 2060 Tel: +612 9955 0488 F 02 9955 3888
Sydney CBD Campus: Level 5, 303 Pitt St Sydney NSW 2000 Tel: +612 8959 6340 F 02 9955 3888 Canberra Campus: Suite 1, Level 4, 40 Cameron Avenue, Belconnen ACT 26 17 Tel: +612 6253 5184
© RTO Works 2019 – BSBCUS501 Assessment 2 v 3.0 Page 8 of 9
Other comments made in response to question inviting customer suggestions:
Cleaning staff great, but phone service a bit average
Customer service staff could do with a bit more knowledge about products sold by the company,
good on services knowledge but not on products
Optional extras such as ironing would be great as an add-on service.
Complete the following activities:
4. Write a Customer Survey Report.
Review the scenario information and analyse the results.
Develop a short report (about 1 page) to discuss the results of your analysis.
Your briefing report should include, as a minimum:
A short introduction outlining where the data is from
An analysis of the results against industry benchmarks for overall customer
satisfaction, ease of doing business and customer loyalty.
Your overall analysis of how the company is performing in terms of customer
service.
Your recommendations based on the customer survey conducted and your
analysis.
Use the Customer Survey Report Template to guide you work.
5. Send an email to your team (your assessor).
The text of the email should be in grammatically correct English, written in an
appropriate (polite, business-like) style.
It should introduce and summarise the contents of the attachment.
Attach your Customer Survey Report to the email.
6. Take a screen shot of your folder and files.
Ensure that you have an overall folder for your work for this unit, as well as sub
folders if necessary.
All of the documents that you have submitted for this assessment task should be
correctly named and filed.
Folders must be logical and well-organised, and you will be assessed on this.
The screen shot should show all the folders and documents using the naming
conventions as provided in Assessment Task 2.
Crown Institute of Business and Technology Pty Ltd ABN 86 116 018 412 National Provider No: 91371 CRICOS Provider Code: 02870D North Sydney Campus: 116 Pacific Highway North Sydney NSW 2060 Tel: +612 9955 0488 F 02 9955 3888
Sydney CBD Campus: Level 5, 303 Pitt St Sydney NSW 2000 Tel: +612 8959 6340 F 02 9955 3888 Canberra Campus: Suite 1, Level 4, 40 Cameron Avenue, Belconnen ACT 26 17 Tel: +612 6253 5184
© RTO Works 2019 – BSBCUS501 Assessment 2 v 3.0 Page 9 of 9
Assessment Task 5 Checklist
Did the student:
Completed
successfully Comments
Yes No
Develop a customer survey in order to obtain
customer feedback?
Identify areas where customer feedback is needed
and develop questions accordingly?
Identify and use best practice strategies for
customer surveys, including questionnaire design,
method and frequency?
Analyse data from consumer survey and identify
implications for services provided?
Report on the outcome of the customer survey and
give recommendations for future improvement?
Manage records effectively by creating appropriate
folders and storing all files?
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Home>Business & Finance homework help>Management homework help>Develop workplace policy
Crown Institute of Business and Technology Pty Ltd ABN 86 116 018 412 National Provider No: 91371 CRICOS Provider Code: 02870D North Sydney Campus: 116 Pacific Highway North Sydney NSW 2060 Tel: +612 9955 0488 F 02 9955 3888
Sydney CBD Campus: Level 5, 303 Pitt St Sydney NSW 2000 Tel: +612 8959 6340 F 02 9955 3888 Canberra Campus: Suite 1, Level 4, 40 Cameron Avenue, Belconnen ACT 26 17 Tel: +612 6253 5184
© RTO Works 2019 – BSBCUS501 Assessment 2 v 3.0 Page 1 of 9
BSBCUS501 Manage Quality Customer Service
Assessment 2 Project
Part A
Task summary
For this assessment task, students are required to review and analyse customer complaints
lodged with Ozhouse Clean, and to provide a briefing report to the General Manager about
solutions.
Required
Computer and Microsoft Office
Access to the internet for research
Briefing Report Template
Submit
Briefing report.
Assessment criteria
For your performance to be deemed satisfactory in this assessment task, you must satisfactorily
address all of the assessment criteria. If part of this task is not satisfactorily completed, you will
be asked to complete further assessment to demonstrate competence.
Crown Institute of Business and Technology Pty Ltd ABN 86 116 018 412 National Provider No: 91371 CRICOS Provider Code: 02870D North Sydney Campus: 116 Pacific Highway North Sydney NSW 2060 Tel: +612 9955 0488 F 02 9955 3888
Sydney CBD Campus: Level 5, 303 Pitt St Sydney NSW 2000 Tel: +612 8959 6340 F 02 9955 3888 Canberra Campus: Suite 1, Level 4, 40 Cameron Avenue, Belconnen ACT 26 17 Tel: +612 6253 5184
© RTO Works 2019 – BSBCUS501 Assessment 2 v 3.0 Page 2 of 9
Carefully read the following:
Last October, Ozhouse Clean signed up to a number of group buying website to increase the demand for
its services. There has been a marked increase in customers, but there has also been a significantly
increased number of complaints.
The following complaints have been logged in the complaints register since signing up to the group
buying web site as follows:
Three customers have recently called to redeem their voucher. Customer service officers have
checked the vouchers and found that they are out of date. Customer service officers have
therefore advised customers that as the vouchers are out of date, and they are no longer able to
redeem them. Two of the customers have complained to the Department of Fair Trading that
they are unable to redeem the services paid for. Note that the companys refund policy on their
web site does not refer to refunds in relation to vouchers.
Two customers have complained that they had to wait too long to redeem their vouchers for an
introductory clean. This is because in signing up to group buying the demand for services
resulted in delays.
A customer called to complain that they had called to book an introductory clean, but ware told
that that the voucher only covered one free hour of cleaning and they would have to pay the full
amount, requiring the customer to pay an additional $70.
As Operations Manager, you have been asked to investigate and report on these complex complaints, as
it appears that the company had not investigated these situations prior to signing up with the group
buying web site.
Complete the following activities:
1. Write a complex complaint briefing report.
Your investigation should include an analysis of the legal situation, example cases and
recommendations for how to avoid this situation in the future.
Your briefing report should address:
a. Summary of the issues
b. Analysis of relevant legislation.
c. Issues with use of group buying web sites for businesses, including benefits and
pitfalls.
Crown Institute of Business and Technology Pty Ltd ABN 86 116 018 412 National Provider No: 91371 CRICOS Provider Code: 02870D North Sydney Campus: 116 Pacific Highway North Sydney NSW 2060 Tel: +612 9955 0488 F 02 9955 3888
Sydney CBD Campus: Level 5, 303 Pitt St Sydney NSW 2000 Tel: +612 8959 6340 F 02 9955 3888 Canberra Campus: Suite 1, Level 4, 40 Cameron Avenue, Belconnen ACT 26 17 Tel: +612 6253 5184
© RTO Works 2019 – BSBCUS501 Assessment 2 v 3.0 Page 3 of 9
d. Recommendations for actions, including response to the customers, as well as
recommendations that can be adopted internally to avoid this situation
reoccurring.
Use the Briefing Report Template to guide your work.
2. Send an email to your assessor.
The text of the email should be in grammatically correct English, written in an
appropriate (polite, business-like) style.
It should introduce and summarise the contents of the attachment.
Attach your briefing report to the email.
3. Take a screen shot of your folder and files.
Ensure that you have an overall folder for your work for this unit, as well as sub
folders if necessary.
All of the documents that you have submitted for this assessment task should be
correctly named and filed.
Folders must be logical and well-organised, and you will be assessed on this.
The screen shot should show all the folders and documents using the naming
conventions as provided in Assessment Task 2.
Crown Institute of Business and Technology Pty Ltd ABN 86 116 018 412 National Provider No: 91371 CRICOS Provider Code: 02870D North Sydney Campus: 116 Pacific Highway North Sydney NSW 2060 Tel: +612 9955 0488 F 02 9955 3888
Sydney CBD Campus: Level 5, 303 Pitt St Sydney NSW 2000 Tel: +612 8959 6340 F 02 9955 3888 Canberra Campus: Suite 1, Level 4, 40 Cameron Avenue, Belconnen ACT 26 17 Tel: +612 6253 5184
© RTO Works 2019 – BSBCUS501 Assessment 2 v 3.0 Page 4 of 9
Part A Checklist
Did the student:
Completed
successfully Comments
Yes No
Research relevant legislation and example
cases in order to solve complex consumer
complaints?
Identify and report on solutions based on
analysis of legislation and example cases,
including appropriate solutions for
customer, as well as internal solutions?
Manage records effectively by creating
appropriate folders and storing all files?
Crown Institute of Business and Technology Pty Ltd ABN 86 116 018 412 National Provider No: 91371 CRICOS Provider Code: 02870D North Sydney Campus: 116 Pacific Highway North Sydney NSW 2060 Tel: +612 9955 0488 F 02 9955 3888
Sydney CBD Campus: Level 5, 303 Pitt St Sydney NSW 2000 Tel: +612 8959 6340 F 02 9955 3888 Canberra Campus: Suite 1, Level 4, 40 Cameron Avenue, Belconnen ACT 26 17 Tel: +612 6253 5184
© RTO Works 2019 – BSBCUS501 Assessment 2 v 3.0 Page 5 of 9
Part B
Task summary
For this assessment task, you are required to develop a customer survey for Ozhouse Clean.
You will then analyse the results, and develop a short report for your team about the results of
the survey, as well as your recommendations for changes to customer services or standards
based on your analysis.
Required
Computer and Microsoft Office
Access to the internet for research
Submit
Email to your assessor with your customer survey attached
Email to your assessor with your customer survey report attached
Assessment criteria
Students must complete all of the activities listed and will be assessed against the assessment
criteria included in the checklist included with this task.
Re-submission opportunities
If a student submits work that is not satisfactory, the assessor will provide written feedback
explaining why, as well as timelines for resubmission.
Crown Institute of Business and Technology Pty Ltd ABN 86 116 018 412 National Provider No: 91371 CRICOS Provider Code: 02870D North Sydney Campus: 116 Pacific Highway North Sydney NSW 2060 Tel: +612 9955 0488 F 02 9955 3888
Sydney CBD Campus: Level 5, 303 Pitt St Sydney NSW 2000 Tel: +612 8959 6340 F 02 9955 3888 Canberra Campus: Suite 1, Level 4, 40 Cameron Avenue, Belconnen ACT 26 17 Tel: +612 6253 5184
© RTO Works 2019 – BSBCUS501 Assessment 2 v 3.0 Page 6 of 9
Carefully read the following:
Based on the customer service issues identified as a result of the customer complaints issue, Ozhouse
Clean has decided to be proactive and identify customer needs through use of a customer feedback
survey. As Operations Manager of Ozhouse Clean, you are required to develop the customer survey.
Complete the following activities:
1. Conduct research
Use the internet to research real life customer surveys used by businesses, as well as
how these surveys are administered (e.g. online) and how often.
Identify best practices in customer surveys in regard to questionnaire design and
survey method and frequency. Make notes on your findings
2. Develop a customer survey
Based on the areas identified in the task instructions (i.e. quality of service, ability to
meet timelines, staff performance and cost of services), develop a customer survey.
Your survey should include at least 10 questions.
You may also include rating criteria for customer to rate their responses.
Send the customer survey to your assessor via email. Your email should outline the
purpose of the survey and include your recommendations on how often the survey
should be administered and by what method based on the research you undertook.
You should include a clear rationale for your recommendations.
3. Send an email to your assessor.
The text of the email should be in grammatically correct English, written in an
appropriate (polite, business-like) style.
Your email should outline the purpose of the survey and include your
recommendations on how often the survey should be administered and by what
Crown Institute of Business and Technology Pty Ltd ABN 86 116 018 412 National Provider No: 91371 CRICOS Provider Code: 02870D North Sydney Campus: 116 Pacific Highway North Sydney NSW 2060 Tel: +612 9955 0488 F 02 9955 3888
Sydney CBD Campus: Level 5, 303 Pitt St Sydney NSW 2000 Tel: +612 8959 6340 F 02 9955 3888 Canberra Campus: Suite 1, Level 4, 40 Cameron Avenue, Belconnen ACT 26 17 Tel: +612 6253 5184
© RTO Works 2019 – BSBCUS501 Assessment 2 v 3.0 Page 7 of 9
method based on the research you undertook. You should include a clear rationale for
your recommendations.
It should introduce and summarise the contents of the attachment and seek their
feedback and approval to move forward with the project.
Attach your Customer Survey to the email.
Carefully read the following:
It is six months later, and a customer survey has been completed by sending out a one-off survey to 300
customers by email.
49 customers responded to the survey and the findings are as follows:
Overall satisfaction with Ozhouse Clean services
26 totally satisfied, 18 somewhat satisfied, 4 dissatisfied and 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 Ozhouse Clean
20 totally satisfied, 19 somewhat satisfied, 8 dissatisfied and 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 use Ozhouse Clean Services again are:
42 totally satisfied, 6 somewhat satisfied, 1 dissatisfied and 0 totally dissatisfied
Industry benchmarks show that the average number of customers who indicate that would use
services again is 72%.
Customers who said they would recommend Ozhouse Clean to others
38 totally satisfied, 8 somewhat satisfied, 3 dissatisfied and 0 totally dissatisfied
Industry benchmarks show that the average number of customers who indicate that they would
recommend the company to others is 63%.
Crown Institute of Business and Technology Pty Ltd ABN 86 116 018 412 National Provider No: 91371 CRICOS Provider Code: 02870D North Sydney Campus: 116 Pacific Highway North Sydney NSW 2060 Tel: +612 9955 0488 F 02 9955 3888
Sydney CBD Campus: Level 5, 303 Pitt St Sydney NSW 2000 Tel: +612 8959 6340 F 02 9955 3888 Canberra Campus: Suite 1, Level 4, 40 Cameron Avenue, Belconnen ACT 26 17 Tel: +612 6253 5184
© RTO Works 2019 – BSBCUS501 Assessment 2 v 3.0 Page 8 of 9
Other comments made in response to question inviting customer suggestions:
Cleaning staff great, but phone service a bit average
Customer service staff could do with a bit more knowledge about products sold by the company,
good on services knowledge but not on products
Optional extras such as ironing would be great as an add-on service.
Complete the following activities:
4. Write a Customer Survey Report.
Review the scenario information and analyse the results.
Develop a short report (about 1 page) to discuss the results of your analysis.
Your briefing report should include, as a minimum:
A short introduction outlining where the data is from
An analysis of the results against industry benchmarks for overall customer
satisfaction, ease of doing business and customer loyalty.
Your overall analysis of how the company is performing in terms of customer
service.
Your recommendations based on the customer survey conducted and your
analysis.
Use the Customer Survey Report Template to guide you work.
5. Send an email to your team (your assessor).
The text of the email should be in grammatically correct English, written in an
appropriate (polite, business-like) style.
It should introduce and summarise the contents of the attachment.
Attach your Customer Survey Report to the email.
6. Take a screen shot of your folder and files.
Ensure that you have an overall folder for your work for this unit, as well as sub
folders if necessary.
All of the documents that you have submitted for this assessment task should be
correctly named and filed.
Folders must be logical and well-organised, and you will be assessed on this.
The screen shot should show all the folders and documents using the naming
conventions as provided in Assessment Task 2.
Crown Institute of Business and Technology Pty Ltd ABN 86 116 018 412 National Provider No: 91371 CRICOS Provider Code: 02870D North Sydney Campus: 116 Pacific Highway North Sydney NSW 2060 Tel: +612 9955 0488 F 02 9955 3888
Sydney CBD Campus: Level 5, 303 Pitt St Sydney NSW 2000 Tel: +612 8959 6340 F 02 9955 3888 Canberra Campus: Suite 1, Level 4, 40 Cameron Avenue, Belconnen ACT 26 17 Tel: +612 6253 5184
© RTO Works 2019 – BSBCUS501 Assessment 2 v 3.0 Page 9 of 9
Assessment Task 5 Checklist
Did the student:
Completed
successfully Comments
Yes No
Develop a customer survey in order to obtain
customer feedback?
Identify areas where customer feedback is needed
and develop questions accordingly?
Identify and use best practice strategies for
customer surveys, including questionnaire design,
method and frequency?
Analyse data from consumer survey and identify
implications for services provided?
Report on the outcome of the customer survey and
give recommendations for future improvement?
Manage records effectively by creating appropriate
folders and storing all files?
Applied Sciences
Architecture and Design
Biology
Business & Finance
Chemistry
Computer Science
Geography
Geology
Education
Engineering
English
Environmental science
Spanish
Government
History
Human Resource Management
Information Systems
Law
Literature
Mathematics
Nursing
Physics
Political Science
Psychology
Reading
Science
Social Science
Home
Homework Answers
Blog
Archive
Tags
Reviews
Contact
twitterfacebook
Copyright © 2021 SweetStudy.com
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