Westpoint Consulting (233) / (233) Fax: (233)

Transcription

1 Westpoint Consulting (233) / (233) Fax: (233)

2 Table of Contents Introduction to Survey... 1 Demographic Structure of Respondents... 2 Sex Distribution... 2 Age Distribution... 2 Educational Background... 3 Cross Tabulation of Profile of Respondents... 4 Age Group PLOTTED AGAINST Sex... 4 Education PLOTTED AGAINST Sex... 5 Education PLOTTED AGAINST Age Group... 5 Summary of Responses... 6 Question 1: Men Deliver Better Customer Service than women... 6 Question 2: Customer Service has Improved in Ghana in the Last Five Years... 6 Question 3: When I receive Poor Customer Service I tell people about it... 7 Question 4: In a Restaurant, I give a tip Regardless of how good the Service is... 7 Question 5: Excellent Customer Service Cannot be Delivered over the Phone... 8 Question 6: The Most Important factor in Delivering Customer Service is... 8 Question 7: The Place Where I Receive the BEST Customer Service in the Last Six Months... 9 Question 8: The Place Where I Receive the WORST Customer Service in the Last Six Months... 9 Question 9: Sex Distribution of Respondents Question 10: Age Group of Respondents Question 11: Educational Background of Respondents Cross Tabulation of some Responses with Sex of Respondents Men deliver better customer service than women PLOTTED AGAINST sex Customer Service has improved in Ghana in the last five years PLOTTED AGAINST Sex When I receive poor customer service I tell people about it PLOTTED AGAINST Sex In a restaurant I give a tip regardless of how good the service is PLOTTED AGAINST Sex Excellent customer service cannot be delivered over the phone PLOTTED AGAINST Sex The most important factor in delivering customer service is.. PLOTTED AGAINST Sex The place where I receive the BEST customer service in the last six months PLOTTED AGAINST Sex The place where I receive the WORST customer service in the last six months PLOTTED AGAINST Sex Cross Tabulation with Age Group Men deliver better customer service than women PLOTTED AGAINST Age Group 16 i

3 Customer Service has improved in Ghana in the last five years PLOTTED AGAINST Age Group When I receive poor customer service I tell people about it PLOTTED AGAINST Age Group In a restaurant I give a tip regardless of how good the service is PLOTTED AGAINST Age Group Excellent customer service cannot be delivered over the phone PLOTTED AGAINST Age Group The most important factor in delivering customer service is PLOTTED AGAINST Age Group The place where I receive the BEST customer service in the last six months PLOTTED AGAINST Age Group The place where I receive the WORST customer service in the last six months PLOTTED AGAINST Age Group Summary Report of Survey Appendix: Sample Questionnaire ii

4 Introduction to Survey WestPoint Consulting an Accra based provider of Marketing and Research consulting services has recently carried out a survey that looked at the general attitudes and opinions of people regarding customer service in Ghana. The survey was conducted between 20th September and 4th November A number of Opinionmeters an interactive, unattended survey device were deployed in selected public places (such as Hospitals, Internet Cafes, and Fast Food Restaurants etc.) around Accra and surveyed a total of 3,451 people over the survey period. Respondents were asked their opinion on various customer service related questions (see appendix for sample questionnaire). The limitations to the methodology of this survey are; 1. These interactive devices (Opinionmeter) have to be positioned in one location at a time. As a result respondents constitute only those who came to that location and volunteered to answer the questions. 2. As a result of the nature of the interactive device (Opinionmeter), respondents had to be literate; as a result illiterates were exempted from this survey. 1

5 Demographic Structure of Respondents Sex Distribution Age Distribution 2

6 Educational Background Absolute # % JSS/O-Level % SSSCE/A-Level/Vocational School % HND/Diploma % Bachelor Degree/Professional Diploma or Higher % 3

7 Cross Tabulation of Profile of Respondents Age Group PLOTTED AGAINST Sex 4

8 Education PLOTTED AGAINST Sex Education PLOTTED AGAINST Age Group 5

9 Summary of Responses Question 1: Men Deliver Better Customer Service than women Question 2: Customer Service has Improved in Ghana in the Last Five Years 6

10 Question 3: When I receive Poor Customer Service I tell people about it Question 4: In a Restaurant, I give a tip Regardless of how good the Service is 7

11 Question 5: Excellent Customer Service Cannot be Delivered over the Phone Question 6: The Most Important factor in Delivering Customer Service is 8

12 Question 7: The Place Where I Receive the BEST Customer Service in the Last Six Months Question 8: The Place Where I Receive the WORST Customer Service in the Last Six Months 9

13 Question 9: Sex Distribution of Respondents Question 10: Age Group of Respondents 10

14 Question 11: Educational Background of Respondents 11

15 Cross Tabulation of some Responses with Sex of Respondents Men deliver better customer service than women PLOTTED AGAINST sex Customer Service has improved in Ghana in the last five years PLOTTED AGAINST Sex 12

16 When I receive poor customer service I tell people about it PLOTTED AGAINST Sex In a restaurant I give a tip regardless of how good the service is PLOTTED AGAINST Sex 13

17 Excellent customer service cannot be delivered over the phone PLOTTED AGAINST Sex The most important factor in delivering customer service is.. PLOTTED AGAINST Sex 14

18 The place where I receive the BEST customer service in the last six months PLOTTED AGAINST Sex The place where I receive the WORST customer service in the last six months PLOTTED AGAINST Sex 15

19 Cross Tabulation with Age Group Men deliver better customer service than women PLOTTED AGAINST Age Group Customer Service has improved in Ghana in the last five years PLOTTED AGAINST Age Group 16

20 When I receive poor customer service I tell people about it PLOTTED AGAINST Age Group In a restaurant I give a tip regardless of how good the service is PLOTTED AGAINST Age Group 17

21 Excellent customer service cannot be delivered over the phone PLOTTED AGAINST Age Group The most important factor in delivering customer service is PLOTTED AGAINST Age Group 18

22 The place where I receive the BEST customer service in the last six months PLOTTED AGAINST Age Group The place where I receive the WORST customer service in the last six months PLOTTED AGAINST Age Group 19

23 Summary Report of Survey Total Surveys : 3451 of 3451 Date From : 9/20/2005 Report Date : 11/5/2005 Date To : 11/4/ Men deliver better customer service than women 1 Strongly Agree % 2 Agree % 3 No Opinion % 4 Disagree % 5 Strongly Disagree % 2 Customer Service has improved in Ghana in the last five years 1 Strongly Agree % 2 Agree % 3 No Opinion % 4 Disagree % 5 Strongly Disagree % 3 When i receive poor customer service I tell people about it 1 Strongly Agree % 2 Agree % 3 No Opinion % 4 Disagree % 5 Strongly Disagree % 4 In a restaurant I give a tip regardless of how good the service is 1 Strongly Agree % 2 Agree % 3 No Opinion % 4 Disagree % 5 Strongly Disagree % 20

24 5 Excellent customer service cannot be delivered over the phone 1 Strongly Agree % 2 Agree % 3 No Opinion % 4 Disagree % 5 Strongly Disagree % 6 The most important factor in delivering customer service is; 1 Going the extra mile % 2 Handling queries or problems % 3 Getting what you ask for % 4 The personal touch % 7 The place where I receive the BEST customer service in the last six months 1 Bar, Restaurant or Hotel % 2 Supermarket % 3 Other retail shop % 4 Bank or Financial Institution % 5 Airlines or Airport % 6 Transport Company % 7 Government Department % 8 Utility Company % 9 Other % 8 The place where I receive the WORST customer service in the last six months 1 Bar, Restaurant or Hotel % 2 Supermarket % 3 Other retail shop % 4 Bank or Financial Institution % 5 Airlines or Airport % 6 Transport Company % 7 Government Department % 8 Utility Company % 9 Other % 21

25 9 Gender 1 Female % 2 Male % 10 Age Group 1 under % % % % % 6 above % 11 Education 1 JSS/O-Level % 2 SSSCE/A-Level/Vocational School % 3 HND/Diploma % 4 Bachelor Degree/Professional Diploma or Higher % 22

26 Appendix: Sample Questionnaire Strongly Agree No Disagree Strongly Agree Opinion Disagree 1. Men deliver better customer service than women. A B C D E 2. Customer Service has improved in Ghana in the last five years. 3. When I receive poor customer service I tell people about it. 4. In a restaurant I give a tip regardless of how good the service is. 5. Excellent customer service cannot be delivered over the phone. A B C D E A B C D E A B C D E A B C D E 6. The most important factor in delivering customer service is: A. Going the extra mile B. Handling queries or problems C. Getting what you asked for D. The personal touch 7. The place where I received the best customer service in the last six months A. Bar, Restaurant or Hotel D. Bank or Financial Institution G. Government Department B. Supermarket E. Airlines or Airport H. Utility company C. Other retail shop F. Transport company I. Other 8. The place where I received the worst customer service in the last six months A. Bar, Restaurant or Hotel D. Bank or Financial Institution G. Government Department B. Supermarket E. Airlines or Airport H. Utility company C. Other retail shop F. Transport company I. Other Tell us about yourself: 9. Gender: A. Female B. Male 10. Age Group: A. under 18 B C D E F. Above Education: A. J.S.S/O-Level B. SSSCE/A-Level/Vocational School C. HND / Diploma D. Bachelor Degree / Professional Diploma or higher 23