Contents
1. Market Research Plan:
· What Service were we going to use for the basis of our Research?
· Who, How, Why, When and What?
· Covering Research tasks 1&2
2. Questionnaire design and Pilots:
· Design, Test and Modify. What did we learn - Findings?
· Covering Research tasks 3,4,5&6
3. Conduct Modified Questionnaires:
· Best methods of approach etc.
· Covering Research task 7
4. Application of Statistical Techniques to Primary Data:
· Obtaining the Customer Profile of the chosen service
· Obtaining the Customer Satisfaction of the chosen service
· Secondary Data
· Covering Research tasks 8&9
5. Report to the Customer Services Manager Including:
· Comparison of the existing Customer Satisfaction survey with my own, including an explanation of why I think my survey is more effective than the existing one.
· Explanation of survey method adopted with justification for it. Considering sampling techniques, target populations, possible sampling errors, bias and the limitations and constraints of the collection process.
· Presentation of the results
· Explanation of the statistical techniques applied, with discussion of the customer profile that emerges from these statistics, with reference to the levels of satisfaction of the different types of customers.
· Analysis, Conclusion and recommendations abou ...