CUSTOMERS’ SATISFACTION SURVEY

SISTERS OF MARY SCHOOL – BOYSTOWN, INC

Tungkop, Minglanilla, Cebu
2019 COSTUMER’S SATISFACTION SURVEY ON THE PRODUCTS OF

BREAD AND PASTRY PRODUCTION

Presented by:

Agus, Jan Glenn-surveyor

Capao, John Lloyd-leader

Cartrilla, Luke Lemuel-surveyor

Mañacap, Antonio-secretary

Ramos, Mark Philip-encoder

Yongao, Mark Andrie-surveyor

Presented to:

Ms. Daisy Baldepiñas

April 17, 2019

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CUSTOMERS’ SATISFACTION SURVEY

Table of Contents

Executive summary.......................................................................................................................... I

Background Objectives ....................................................................................................................3

Methodology ....................................................................................................................................3

Results .......................................................................................................................................... 4-5

Conclusion and Recommendations ..................................................................................................5

Appendices .......................................................................................................................................6

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EXECUTIVE SUMMARY
Background and objectives
This survey report was conducted in the Sisters of Mary School-Boystown, Incorporated

in the year 2019. The researchers conducted a survey on the customers’ satisfaction on the bread

and pastry production in the said school. This survey gives information about the level of

satisfaction of the customers on the bread and pastry product. The objectives of this study was to

determine the level of customers’ satisfaction on the product of bread and pastry production.

Methodology

This survey is conducted in the Sisters of Mary School-Boystown, Inc. in the year 2019.

The researchers used semi-structured survey questionnaires in conducting the survey, the

respondents of this study is the teachers, workers and students of the said school. The researchers

used random sampling technique in selecting the respondents of this study, and there are only ten

respondents. Before the researchers gathered the needed data, the researchers had a

brainstorming about the survey questionnaires that was used, then the researchers conducted the

survey on the selected respondents. After the distribution of the questionnaires the researchers

retrieved all the questionnaires and analyzed the data gathered.

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DATA PRESENTATION AND RESULTS

Table 1 Results: customer product satisfactions

Respondents 1 2 3 4 5 6 7 8 9 10 total
no.
age 39 17 16 19 20 18 17 18 18 17
criteria
taste 3 4 4 3 4 4 3 4 3 4 36
size 3 3 3 1 3 3 3 3 4 3 29
packaging 4 4 4 3 3 3 2 4 3 3 33
price 3 4 3 3 2 2 3 3 4 4 31

The table 1 shows the data gathered by the researchers from the survey conducted.

Table 2 Rate of customers’ satisfaction per criterion

criteria 4-very 3-satisfactory 2-fair 1-need
satisfactory improvement
Taste 66.67% 33.33% 0% 0%
Size 13.79% 82.76% 0% 3.45%
Packaging 48.48% 45.45% 6.06% 0%
Price 38.71% 48.39% 12.90% 0%
Total percentage 43.41% 51.16% 4.65% 0.78%

The highlighted percentage shows the highest percentage in each criteria. Taste has 4-

very satisfactory as the highest rate for 66.67%; for the size it has 82.76% for 3-satisfactory

level; for the packaging it has the highest rate of 48.48% for 4-very satisfactory; and for the price

it has the highest rate of 48.39% for 3- satisfactory level, and for the total percentage of the level

of satisfaction of the product in bread and pastry production is 51.16% which is in the

satisfactory level.

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4.65% 0.78%

43.42%
51.16%

4-very satisfactory 3-satisfactory 2-fair 1-needs improvement

Figure 1. Rate on the customers’ product satisfaction

The figure 1 shows the rate of customers’ satisfaction on the product of bread and pastry

production. The highest percentage is the satisfactory it has 51.16%; the second is the very

satisfactory which has 43.42%; fair for 4.65% and lastly the needs improvement which has the

percentage of only 0.78%.

CONCLUSION
The findings of this study indicates that the bread and pastry production must improve

and give an attention. Satisfactory level has the highest rate therefore the products of bread and

pastry satisfies the desires of the customers. But the lowest percentage of fair level must be given

an attention to create and produce totally good quality products.

RECOMMENDATION

Based on the results and findings the researchers recommend the proper pricing of the

products and its sizes as well to totally meet the desires and satisfactions of the customers.

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APPEDICES

Appendix 1. Survey questionnaire

Customers’ product satisfaction

Survey on bread and pastry production
Age:
Sex:
Legend: 4-very satisfactory 2-fair
3-satisfactory 1-needs improvement
Direction: Put check mark on the box that corresponds to your level of satisfaction.

Criteria 4 3 2 1

a. taste

b. size

c. packaging

d. price

Your cooperation is greatly appreciated

May god bless you!