TO DO: Prepare a check sheet to analyze the data below from customer complaints, then prepare a list of recommendations that will address these complaints. Case: Tip Top Markets is a regional chain of supermarkets located in the southeastern United States. Karen Martin, manager of one of the stores, was disturbed by the large number of complaints from customers at her store, particularly on Tuesdays, so she obtained complaint records from the store’s customer service desk for the last nine Tuesdays. June 1 out of orange yogurt produce not fresh bread stale lemon yogurt past sell date checkout lines too long couldn’t find rice overcharged milk past sell date double charged stock clerk rude meat smelled strange cashier not friendly charged for item not purchased out of maple walnut ice cream couldn’t find the sponges something green in meat meat tasted strange didn’t like music store too cold checkout lines too slow light out in parking lot June 8 fish smelled funny undercharged out of diet bread out of roses dented can meat spoiled out of hamburger rolls overcharged on two items fish not fresh store too warm cashier not helpful out of ice meat tasted bad telephone out of order ATM ate card overcharged slippery floor rolls stale music too loud bread past sale date June 15 wanted smaller size overcharged on special too cold in store couldn’t find aspirin out of Wheaties undercharged out of Minute Rice checkout lines too long cashier rude out of diet cola fish tasted fishy meat smelled bad ice cream thawed overcharged on eggs double charged on hard rolls bread not fresh long wait at checkout didn’t like music wrong price on item lost wallet overcharged overcharged on bread fish didn’t smell right June 22 milk past sales date couldn’t find oatmeal store too warm out of Bounty paper towels foreign object in meat overcharged on orange juice store too cold lines too long at checkout eggs cracked couldn’t find shoelaces couldn’t find lard out of Smucker’s strawberry jam out of 42 oz. Tide out of Frosty Flakes cereal fish really bad out of Thomas’ English Muffins windows dirty June 29 checkout line too long restroom not clean out of Dove soap couldn’t find sponges out of Bisquick checkout lines slow eggs cracked out of 18 oz. Tide store not clean out of Campbell’s turkey soup store too cold out of pepperoni sticks cashier too slow checkout lines too long out of skim milk meat not fresh charged wrong price overcharged on melon
TO DO: Prepare a check sheet to analyze the data below from customer complaints, then prepare a list of recommendations that will address these complaints.
Case:
Tip Top Markets is a regional chain of supermarkets located in the southeastern United States. Karen Martin, manager of one of the stores, was disturbed by the large number of complaints from customers at her store, particularly on Tuesdays, so she obtained complaint records from the store’s customer service desk for the last nine Tuesdays.
|
June 1 |
|
|
out of orange yogurt |
produce not fresh |
|
bread stale |
lemon yogurt past sell date |
|
checkout lines too long |
couldn’t find rice |
|
overcharged |
milk past sell date |
|
double charged |
stock clerk rude |
|
meat smelled strange |
cashier not friendly |
|
charged for item not purchased |
out of maple walnut ice cream |
|
couldn’t find the sponges |
something green in meat |
|
meat tasted strange |
didn’t like music |
|
store too cold |
checkout lines too slow |
|
light out in parking lot |
|
|
June 8 |
|
|
fish smelled funny |
undercharged |
|
out of diet bread |
out of roses |
|
dented can |
meat spoiled |
|
out of hamburger rolls |
overcharged on two items |
|
fish not fresh |
store too warm |
|
cashier not helpful |
out of ice |
|
meat tasted bad |
telephone out of order |
|
ATM ate card |
overcharged |
|
slippery floor |
rolls stale |
|
music too loud |
bread past sale date |
|
June 15 |
|
|
wanted smaller size |
overcharged on special |
|
too cold in store |
couldn’t find aspirin |
|
out of Wheaties |
undercharged |
|
out of Minute Rice |
checkout lines too long |
|
cashier rude |
out of diet cola |
|
fish tasted fishy |
meat smelled bad |
|
ice cream thawed |
overcharged on eggs |
|
double charged on hard rolls |
bread not fresh |
|
long wait at checkout |
didn’t like music |
|
wrong price on item |
lost wallet |
|
overcharged |
overcharged on bread |
|
fish didn’t smell right |
|
|
June 22 |
|
|
milk past sales date |
couldn’t find oatmeal |
|
store too warm |
out of Bounty paper towels |
|
foreign object in meat |
overcharged on orange juice |
|
store too cold |
lines too long at checkout |
|
eggs cracked |
couldn’t find shoelaces |
|
couldn’t find lard |
out of Smucker’s strawberry jam |
|
out of 42 oz. Tide |
out of Frosty Flakes cereal |
|
fish really bad |
out of Thomas’ English Muffins |
|
windows dirty |
|
|
June 29 |
|
|
checkout line too long |
restroom not clean |
|
out of Dove soap |
couldn’t find sponges |
|
out of Bisquick |
checkout lines slow |
|
eggs cracked |
out of 18 oz. Tide |
|
store not clean |
out of Campbell’s turkey soup |
|
store too cold |
out of pepperoni sticks |
|
cashier too slow |
checkout lines too long |
|
out of skim milk |
meat not fresh |
|
charged wrong price |
overcharged on melon |
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