Evidencia 5

Actividad 14: Workshop “Using verbs to build customer satisfaction tools”

Carlos Fernando Buitrago Méndez

Ficha: 1667940

Junio 2019
SENA VIRTUAL.
Cundinamarca.
Gestión Logística
Analizar el siguiente caso: La empresa “My sweet candy” produce caramelos y chicles y
necesita conocer la opinión de los clientes, para esto, elaboraron una encuesta para medir el
grado de satisfacción y quisieran conocer los resultados a partir de un informe donde se
evidencie y analice la situación.

Primer momento:

Producción escrita

• Leer y analizar la encuesta de medición del grado de satisfacción del cliente, la cual se
encuentra en el documento descargable asociado a esta evidencia.
• Realizar un informe utilizando verbos regulares e irregulares en pasado y presente con un
mínimo de 150 palabras y máximo 300 palabras que explique el resultado de la encuesta de
satisfacción al cliente analizado. Para el desarrollo de este informe puede usar la
herramienta ofimática de su preferencia.

Customer Satisfaction Survey Template

1. ¿How likely is that you would recommend this company to a friend or colleague?

Not all likely Extremely likely

0 1 2 3 4 5 6 7 8 9 10

¿How likely is that tou would recommend this

company to a friend or colleague?
Not all likely Extremely likely

50
Número de encuestados

40

30
45
20

10
15 16
9 11
3 4 5 6
0 1
1 2 3 4 5 6 7 8 9 10
2. ¿Overall, how satisfied or dissatisfied are you with our company?

 Very satisfied.
 Somewhat satisfied.
 Neither satisfied nor dissatisfied.
 Somewhat dissatisfied.
 Very dissatisfied.

¿Overall, how satisfied or dissatisfied

are you with our company?
Very satisfied.

16%
22% Somewhat satisfied

Neither satisfied nor

12% dissatisfied.
40% Somewhat dissatisfied.
10%

Very dissatisfied.

3. ¿Which of the following words would you use to describe our products? Select all that
apply.
 Reliable.
 High quality.
 Useful.
 Unique.
 Good value for money.
 Overpriced.
 Impractical.
 Ineffective.
 Poor quality.
 Unreliable.
 ¿Which of the following words would you use to
describe our products? Select all that apply.
30 25
Number of respondents
25 22
20
15 12
8 9 8
10 6 5
3 2
5
0
Series1

Respuestas

4. ¿How well our products meet your needs?

 Extremely well.
 Very well.
 Somewhat well.
 Not so well.
 Not at all well.

¿How well our products meet your

needs?

7%
15%
Extremely well
13%
Very well
Somewhat well
18%
Not so well
47% Not at all well
5. ¿How would you rate the quality of the product?

 Very high quality.

 High quality.
 Neither high nor low quality.
 Low quality.
 Very low quality

¿How would you rate the quality of

the product?
Very low quality

Low quality

Neither high nor low quality

ENCUESTADOS
High quality

Very high quality

0 10 20 30 40 50

6. ¿How would you rate the value for money of the product?

 Excellent.
 Above average.
 Average.
 Below average.
 Poor

¿How would you rate the value for

money of the product?
5%

15% Excellent
13%
Above average
15% Average
Below average
52% Poor
7. ¿How responsive have we been to our questions or concerns about our products?

 Extremely responsive.
 Very responsive.
 Somewhat responsive.
 Not so responsive.
 Not at all responsive.
 Not applicable.

¿How responsive have we been to our questions

or concerns about our products?
45
40
35
30
25
20
15
10
5
0 ENCUESTADOS

8. ¿How long have you been a customer of our company?

 This is my first purchase.

 Less than six months.
 Six months to a year.
 1- 2 years.
 3 or more years.
 I haven’t made a purchase yet.

¿How long have you been a customer of our company?

2%
1%
5% This is my first purchase
7%
Less than six months

15% Six months to a year

1- 2 years
70% 3 or more years
I haven’t made a purchase yet
9. ¿How likely is you to purchase any of our products again?

 Extremely likely.
 Very likely.
 Somewhat likely.
 Not so likely.
 Not at all likely.

¿How likely are you to purchase any of our products

again?
80
60
40
20
0
Extremely likely Very likely Somewhat likely Not so likely Not at all likely

Series1

10. ¿Do you have any other comments, questions or concerns?

 I liked the product a lot, but I would like to know if you are going to produce more
flavors.
 REPORT

To analyze the survey, we made them to several relatives and common people to tabulate
the information and show specific data for their analysis, are presented in graphs with the
information corresponding to the degree of customer satisfaction.

“My sweet candy”, worried about the continuous improvement in its processes and the
procedures applied in each one of them, as well as in the satisfaction of its users, who
through statistics allow them to measure the quality of their products together with the
attention provided, to likewise establish contact mechanisms with them.

The result was positive in most of the answers. The people surveyed expressed a good
satisfaction with our product, they feel comfortable with the quality of the products we
offer and they us an improvement such as the implementation of new flavors. This survey is
a good tool to visualize that you are doing a good job. We must improve in the recognition
part of the company and the brand since it is not yet well known by customers.

A satisfaction survey is a study that is used to measure how satisfied customers are and
what level of commitment they have with respect to a brand, a product or a service.
Carrying out a satisfaction survey is always the best option a company can take to find out
what customers think, through a satisfaction survey can also receive constructive and
destructive criticism from dissatisfied customers and prevent them from abandoning their
brand, product or service by taking very much in mind your opinions.

Therefore, you will have the tools to meet the expectations of the clients and will not affect
the company's income. A satisfaction survey should be used to make decisions in the short,
medium and long term, which can help to meet the company's main objectives.

Some of the main objectives of a satisfaction survey are:

• Know exactly what you need to improve.

• Know what the customer thinks of your brand and product.