Customer Service Survey to Determine Current Levels

Question: Discuss about the Customer Service Survey to Determine Current Levels. Answer: Introduction Organizations and associations (or companies) that try to develop and thrive in presently and in the coming years in terms of business atmosphere will probably come to understand that client service is a necessary component of their development plan. Regardless as to whether an enterprise handles clients in a vis--vis or telephone/online module, the manner in which clients associate with an organization all falls under the heading 'Services to the client.' According to one review on the point, companies spend over $100 billion every year around the globe to prepare their representatives on client service and relational abilities (Monica , DeSmet, Elizabeth , 2010). Profiles international found out the following from the survey they did: The normal miserable client will enlighten between 8 to 16 individuals regarding it; Most (close to 91%) miserable clients will never come back again; It amounts to close to 5 times more to draw in another client than to keep a present one; If you attempt to work on clients' protestations, 82-95% of the clients who made the protestations will remain with you (Profiles 2011). In view of those measurements, it is certainly justified regardless of an organization's time and assets, monetary or something else, to put resources into not simply client service training, but rather a culture of client service inside their association. At the Gym, a culture of client service implies that each client that connects with the office regardless by telephone, online interaction or face to face, will result to a 100% fulfilment. In this section we present review of different articles related to the survey of Gym customers giving brief descriptions. Lewis (2013) conducted a study to investigate the customers satisfaction levels at CrossFit gym located at Liberty in Missouri. The study observed that there existed significant differences in the satisfaction levels of the female and male respondents. The study proposed a number of improvement areas that were necessary to improve the satisfaction levels of the customers going to the CrossFit gym. Some of the improvement areas included offering more classes or diverse class times, promoting openings with outside signage, and upgrading the client experience to change consistent participation rates among individuals. Oliver (1980) found that post-experience fulfilment and state of mind of the client impacted future acquiring likelihood, while the client's refutation (could be negative or positive) was just connected with the consumer loyalty's level, however not with pre-experience goals or mentality (the result of the service experience was identified with how fulfilled the client was, yet was not identified with whether the client had expectations to wind up distinctly a rehash client before the administration experience really happened). Post-experience state of mind of the client was additionally an element of fulfilment. These discoveries propose that clients' suppositions or desires can be changed amid an administration experience to yield fulfilment, paying little mind to how the client has seen the experience in advance, or what the clients' expectations of returning are before the administration experience. Simple bivariate analysis and Hypothesis test In this section the study presents bivariate analysis that shows the relationship between two variables. In this case, we analyse the association between reasons for going to the gym among the respondents and how often respondents have considered stopping coming to the gym. The hypothesis tested is; H0: There is no association between reasons for going to the gym among the respondents and how often respondents have considered stopping coming to the gym. H0: There is association between reasons for going to the gym among the respondents and how often respondents have considered stopping coming to the gym. This was tested using Chi-Square at 5% level of significance. Table 1: Cross tabulation Q16: How often do you consider stopping coming to the gym * Q6: Reason for going to the gym Cross tabulation Q6: Reason for going to the gym Total gain strength lose weight other stress relief Q16: How often do you consider stopping coming to the gym never Count 3864 2448 792 798 7902 % within Q6: Reason for going to the gym 49.8% 29.6% 40.0% 39.7% 39.5% occasionally Count 1792 1322 376 371 3861 % within Q6: Reason for going to the gym 23.1% 16.0% 19.0% 18.5% 19.3% regularly Count 2096 4488 813 840 8237 % within Q6: Reason for going to the gym 27.0% 54.3% 41.0% 41.8% 41.2% Total Count 7752 8258 1981 2009 20000 % within Q6: Reason for going to the gym 100.0% 100.0% 100.0% 100.0% 100.0% Table 2: Chi-Square Chi-Square Tests Value df Asymp. Sig. (2-sided) Pearson Chi-Square 1243.090a 6 .000 Likelihood Ratio 1266.224 6 .000 N of Valid Cases 20000 a. 0 cells (0.0%) have expected count less than 5. The minimum expected count is 382.43. Figure 1: Bar chart on how often respondents considered stopping going to the gym The above results shows that there is a strong evidence of association between reasons for going to the gym among the respondents and how often respondents have considered stopping coming to the gym at 5% level of significance. For instance, majority (54.3%) of those whose reason for going to the gym was to lose weight regularly thought of stopping while only 27% of those whose reason for going to the gym was to gain strength regularly thought of stopping. So in general, the reason behind ones going to the gym may impact on their desire to continue or stop going to the gym. One categorical and one numerical variable In this case, we analyse whether there is significant difference in the mean Minutes on Weight machine among the male and female respondents. The hypothesis tested is; H0: There is no significant difference in the mean Minutes on Weight machine by the males and the females. H0: There is significant difference in the mean Minutes on Weight machine by the males and the females. This was tested using Independent t-test at 5% level of significance. Table 3: Group Statistics Group Statistics Q1: Gender N Mean Std. Deviation Std. Error Mean Q12: Minutes on weight machine. Male 9935 29.1067 14.74823 .14796 Female 10065 13.0204 14.20254 .14157 Table 4: Independent t-test Independent Samples Test Levene's Test for Equality of Variances t-test for Equality of Means F Sig. t df Sig. (2-tailed) Mean Difference Std. Error Difference 95% Confidence Interval of the Difference Lower Upper Q12: Minutes on weight machine. Equal variances assumed .285 .593 78.574 19998 .000 16.0863 .20473 15.6850 16.4876 Equal variances not assumed 78.555 19946.8 .000 16.0863 .20478 15.6849 16.4877 An independent-samples t-test was conducted to compare Minutes on Weight machine in male and female respondents going to the gym. There was a significant difference in the Minutes on Weight machine for males respondents (M=29.11, SD=14.75) and female respondents (M=13.02, SD=14.20) conditions; t (19998) = 78.57, p = 0.000. These results suggest that gender really does have an effect on the number of Minutes taken on Weight machine. Specifically, our results suggest that male respondents take longer time on weight machine as compared to the female respondents. Managerialadvice Customer satisfaction is an important aspect for any business to prosper. The management has to take all measures to ensure that their customers are always satisfied or at least they meet a given percent of the needs of their customers if not all. Bivariate analysis showed that the reason behind ones going to the gym may impact on their desire to continue or stop going to the gym. The management. For instance, majority (54.3%) of those whose reason for going to the gym was to lose weight regularly thought of stopping, this should trigger some thinking among the management as to why they regularly thought of stopping. Once the management has gathered adequate information, they should come up with measures that would minimize the thinking of stopping to come to the gym more regularly by those whose intention was to lose weight. The first part was to compute the 90% confidence interval for the proportion of customers that support the proposed change. Confidence interval is given as: Lower limit is 0.8989 Upper limit is 0.9011 Testing the claim the proportion of customers that support the change is above 50% The hypothesis under test is; Using one-sample t-test we observe that the p-value0.05; we thus reject the null hypothesis and concludethattheproportionofcustomersthatsupportthechangeisabove50%. Table 5: One-Sample t-test One-Sample Test Test Value = 0.5 t df Sig. (2-tailed) Mean Difference 90% Confidence Interval of the Difference Lower Upper Dotheysupporttheproposedchange 596.283 199999 .000 .400 .40 .40 Conclusion This study sought to understand the satisfaction levels of the customers going to the gym. Results showed that the reason behind ones going to the gym may impact on their desire to continue or stop going to the gym. We also observed that there is significant difference in the mean number of minutes on weight machine by the male and female respondents in the sample. Last results on support for change showed that majority were for the changes. In fact theproportionofcustomersthatsupportthechangewasfound to be above50%. References Lewis, S. (2013). An Online Customer Service Survey to Determine Current Levels of Customer Satisfaction at a CrossFit Gym. Monica , M., DeSmet, A., Elizabeth , S. (2010). Getting more from your training programs. 4, 101-107. Oliver , R. (n.d.). A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions. Journal of Marketing Research, 18(10), 460-469.