Description
In the “Understanding the Voice of the Customer at LaRosa’s Pizzerias” case study found in your textbook, LaRosa’s Pizzerias implemented the Voice of the Customer process to its restaurants design to address customer needs and expectations and ultimately allowed the restaurant chain to gain significant market share.
Answer the following:
- Develop a customer satisfaction survey of eight questions. The questions must be relevant to the case study that the project team would use to solicit appropriate responses on the restaurant design concept from current and potential customers both inside and outside the restaurant’s current market area. Explain your rationale for each question selected.
- For each of these survey questions, identify a critical to quality (CTQ) performance characteristic for each of the survey questions and discuss why they are important to customer satisfaction.
- Examine the customer profile (age, lifestyle, etc.) that the restaurant is targeting based on the customer requirements that LaRosa’s has identified and considered as the design concept the restaurant has adopted.
The Assignment:
- Must be submitted in an MS Word document.
- Must be 900 – 1,400 words (excluding title page and references page) in length, double-spaced and formatted according to APA style as outlined in the Ashford Writing Center. Contextual (Level One) headings must be used to organize your paper and your thoughts. Must include a title page with the following:
- Title of paper
- Student's name
- Course name and number
- Instructor's name
- Date submitted
- Must include an introductory paragraph with a succinct thesis statement.
- Must address the topic of the paper with critical thought.
- Must end with a conclusion that reaffirms your thesis.
- Must use at least two scholarly resources, including a minimum of one from the Ashford Online Library, in addition to the textbook
- Must document all sources in APA style, as outlined in the Ashford Writing Center.
- Must include a separate reference page, formatted according to APA style as outlined in the Ashford Writing Center.
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Explanation & Answer
Attached.
Running head: CUSTOMER SATISFACTION SURVEY
Title of paper
Student's name
Course name and number
Instructor's name
Date submitted
1
CUSTOMER SATISFACTION SURVEY
2
Customer Surveys
Customer surveys are important in any starting or already developed business enterprise
as they assist the management in knowing which areas they need to concentrate on in order to
improve a customer’s satisfaction. The benefits that come with customer satisfaction are many
and cannot be ignored by any management that is out to make a profit. This article will look into
a case study in “Understanding the Voice of the Customer at LaRosa’s Pizzerias” whose main
goal was to highlight the importance of having Customer surveys towards improving ones
business. The article will first highlight a sample of a survey, which might have been used during
the customer survey and then will focus on every question in the survey
LaRosa’s Pizzerias survey
1.
How often do you come to LaRosa’s Pizzerias? What is the main reason why?
2.
Do you enjoy the service at LaRosa’s Pizzerias? What is the reason for your answer?
3.
Kindly give us three suggestions on areas you would like Pizzerias to improve on.
4.
What key areas annoyed you during your time at LaRosa’s Pizzerias?
5.
What is the worst thing that you have heard about LaRosa’s Pizzerias?
6.
When you had a problem at LaRosa’s Pizzerias how did the management help you out?
Did the management’s intervention satisfy you? If not what do you think would have been the
appropriat...