Customer Feedback

Customer Feedback on Two Separate Occasions Introduction • The presentation considers an in-depth analysis of customer feedback as pertains to two occasions namely:

1. A new website layout 2. The launch of a loyalty card • Qualitative and quantitative strategies used in the analysis

New website layout • • • • •

Website attributes considered in this case include: Finding Information Ease of Use Proper Use of Multimedia Proper Use of Colors

New website layout(Cont….)

• The following Likert scale was used in data collections as pertains to the above attributes:

New website layout(Data) • 2 website pages were scrutinized, i.e., the homepage and the product page

• A questionnaire was applied on about 140 participants.

• The graph shows a summary of the outcomes

New website layout(Analysis) • The positive customer reviews were correlated with better customer satisfaction.

• All the participants were able to find the information they need to get information about the product from the site.

• Most could find information with 30 seconds of search, implying that there was some ease of use.

New website layout(Analysis) • Product information was displayed on the site clearly and could easily found by the user.

• The use of colors, letters, and multimedia was well considered in the making of the site.

• The users were generally satisfied with the website • However, there is need to improve interactiveness of the site and integrate social media.

The launch of a loyalty card • The overall objective of this research is to establish the benefits of establishing a loyalty card scheme.

• Other objectives include: 1. To find out the purchasing pattern of different customers.

2. To find out the benefits derived from a loyalty card scheme.

Methods • In order to adequately achieve the stated objectives, qualitative research will be used.

• This will involve the use of unstructured questionnaires, interviews, and use of focus groups.

• This choice is informed by the fact that objectives do not require to be quantified.

• Coding and theming will be used in analysis

Analysis Emerging themes: -Boosting retention -Increase sales -Cost effectiveness -Competitive advantage -The schemes runs themselves

Analysis • Retention levels increases by just 5% can boost revenue by 25-95% • 50% customers feel positive about a brand, they’re more likely to shop with them, courtesy of the loyalty programs

• 50% of customers who embrace loyalty programs, and are likely to embrace repeat purchases.

• 70% of customers are likely to stay with the company as they strive to build points on the loyalty card

Benefits to consumers • • • • •

Customers get the rewards they want 80% of customers are fond of being rewarded Less effort experience Customers are instantly rewarded Customers have a feeling that they are getting a better deal.