SITXCCS501 Manage Quality Customer Service
Assessment 4
Customer Survey Data Analysis and Summary of Findings
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ASSESSMENT INSTRUCTIONS
Please complete the student details section.
This Assessment consists of a customer survey summary which needs to be evaluated by answering a series of questions.
This assessment is one form of assessment type that is used to collect evidence and will count towards gaining competence toward this unit.
To demonstrate competence each question must be answered by the student.
If more space is required for any answer then student can attach a separate page containing their name, assessment date, unit title unit code and the assessment task number and attach this page with the current assessment task before submission.
When you have completed all the questions check your work before submitting.
Please note once the assessor has marked your work they will provide you with feedback. Based on the feedback if you are required to resubmit any question/s then you must complete those question/s by adding more information.
You will be required to complete other relevant assessment tasks for this unit.

The following data report provides you with a summary of customer surveys that were recently conducted for the “Coloured Sands Resort”. There were 200 customers who participated in this survey. Each customer was provided with a questionnaire. The data was analysed and entered in the format below to provide a summary report.
You are required to review the summary, check the accuracy of figures and perform simple calculations to reflect percentages. Analyse the provided data and identify areas that need further improvement and actions by answering all questions below.
Scale Reception Room Service and Housekeeping Restaurant Tours Seaside Entertainment
Very Good (108) Reception service on arrival is good. (36) (58) Buffet is good
(52) Lots of variety of food
(24) Excellent
(74) Good tours (74) good access to the beach
(39) Swimming pool is nice. (88) the staff is excellent
(80) Many interesting activities for all
Good (80) (22) (66) Very good food. (64) good organisation of tours (40) all good
(32) very good entertainment options
Not Good (6) Rooms are too small
(56) Towels are dirty
(10) housekeeping staff not able to help
(46) Rooms are not very clean. (30) expensive tours (4) didn’t like the beach side
No Comment 12 24 32
Total 200 200 200 200 200 200
1. Express the responses collected as percentages in each category (very good, good, etc.). Provide a critical reflection on each department outlining which service aspects and operational factors you should further investigate to help improve customer satisfaction. (For example why have some customers not commented – how could this improved, e.g. by providing incentives; is the survey specific enough to provide feedback for specific areas?)
2. Suggest a suitable customer service strategy that can be implemented in the department which you have identified as the major problem area to improve the customer service practice in that area/department.
Who should be involved and what would this require in terms of participation/involvement and communication?