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alarming increase in customer service complaints

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Your supervisor has forwarded you an email from corporate headquarters about the alarming increase in customer service complaints. You have been asked to analyze the situation in terms of the industry standard. In addition, you are to identify who within the organization is best positioned to impact customer service and if these people are among the top or bottom in terms of the organizational structure and / or pay scale? Also, you are to determine how your industry rate in terms of customer service compared to other industries.
You will need to search the Internet with the key words of "customer satisfaction index" to find the required information to complete this assignment.

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alarming increase in customer service complaints.

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For the purpose of this assignment, I will chose Dell, the leading PC manufacturer. The industry, as per the American Customer Satisfaction Index, will be "personal computers", comprising of other leading players like Dell, HP, etc.

As per the "American Customer Satisfaction Index", Dell had a score of 74, compared to industry average of 75. The alarming thing for this score was that it declined sharply from last year's score of 78. Further, it was way below industry leader Apple's score of 79.

The scores of Dell, as compared to Apple, precisely tells the reason why companies like Apple are ...

Solution provided by:
Sheetal Jain, PGDM
Education
  • BComm, University of Delhi
  • Post Graduate Diploma in Management (Equivalent to MBA), All India Management Association
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