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customer service question in spss

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Ram Kumar

The document analyzes survey results from 50 respondents about their experience with customer service. It includes 9 tables that show: 1) 76% of respondents were male and 24% female. 2) 35% of respondents were aged 20-30. 3) 22% felt customer needs were met very quickly while 16% felt they were met poorly. 4) Staff friendliness was average for 78% of respondents. 5) Customer queries were responded to very well for 30% and average for 54%.

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CHAPTER C V DATA ANALYSIS AND INTERPRETATION Table 5.12 Gender classification of Customer S.No. Diseases affects in work environment Frequency Percentage 1 Male 38 76% 2 Female 12 24% Total 50 100 Chart 5.12 Diseases affect you in work environment Inference The above table shows that 76% of respondent are male and 24% of respondent are female.
Table 5.1 Age wise classification of Respondents S.No. Age in Years No. of Respondents Percentage 1 20-30 35 35% 2 31-40 10 10% 3 41-50 3 3% 4 Above 50 year 2 2% Total 50 100 Chart 5.1 Age wise classification of Respondents Inference: The above table indicates 35 percentage of the respondents belong to 32-30 years of old, 10 percentage of the respondents belongs to 31-40 of years, 3 percentage of the respondents belongs to 41-50 years of old, 2 percentage of the respondents belong to Above 50 years old category
Table 5.2 Timely in Customer Need S.No. Timely No. Of Respondents Percentage 1 Very Good 27 22% 2 Good 17 13% 3 Average 3 29% 4 Fair 1 14% 5 Poor 2 16% Total 50 100 Chart 5.2 Timely in Customer Need Inference: The above table shows that 22% of the respondents feel that they are very good in serving the customers in a timely need,13% of the respondents feel that they are good in serving the customers in a timely need, 29% of the respondents feel that they are Average in serving the customers in a timely need, 14% of the respondents feel that they are Fair in serving the customers in a timely need, 16% of the respondents feel that they are Poor in serving the customers in a timely need.
Table 5.3 Staff was friendly and cheerful throughout S.No. Respondents No. of Respondents Percentage 1 Good 8 16% 2 Average 39 78% 3 Fair 3 6% Total 50 100 Chart 5.3 Staff was friendly and cheerful throughout Inference: The above table shows that 16% of the respondents felt that the staff was friendly and cheerful throughout in a good manner, 78% of the respondents felt that the staff was friendly and cheerful throughout in average manner, 6% of the respondents felt that the staff was friendly and cheerful throughout in a Fair manner.
Table 5.4 Response to customer queries In Company S.No. Respondents No. of Respondents Percentage 1 Very Good 15 30% 2 Good 8 16% 3 Average 27 54% Total 50 100 Chart 5.4 Response to customer queries In Company Inference: The above table shows that 30% of the respondents said that the customer queries are responded by the company in a very good way. 16% of the respondents said that the customer queries are responded by the company in a good way, 54% of the respondents said that the customer queries are responded by the company in an average way. Table 5.5 Staff knowledge in organization
S.No. Respondents No. of Respondents Percentage 1 Very good 4 8% 2 Good 10 20% 3 Average 25 50% 4 Fair 8 16% 5 Poor 3 6% Total 50 100 Chart 5.5 Staff knowledge in organization Inference: The above table shows that 8% of the respondents felt that the staff has a very good knowledge, 20% of the respondents felt that the staff has a good knowledge, 50% of the respondents felt that the staff has a Average knowledge, 16% of the respondents felt that the staff has a Fair knowledge and 6% of the respondents felt that the staff has a Poor knowledge in the organization. Table 5.6 Staff offered pertinent advice
S.No. Respondents No. of Respondents Percentage 1 Very good 3 6% 2 Good 23 46% 3 Average 13 26% 4 Fair 8 16% 5 Poor 3 6% Total 50 100 Chart 5.6 Staff offered pertinent advice Inference: The above table shows that 6% of the respondents felt that the staff has offered very good pertinent advice, 46% of the respondents felt that the staff has offered good pertinent advice, 26% of the respondents felt that the staff has offered average pertinent advice, 16% of the respondents felt that the staff has offered Fair pertinent advice and 6% of the respondents felt that the staff has offered Poor pertinent advice regarding the products Table 5.7 Staff was courteous throughout.
S.No Respondents No. of Respondents Percentage 1 Good 2 4% 2 Average 26 52% 3 Fair 13 26% 4 Poor 9 18% Total 50 100 Chart 5.7 Staff was courteous throughout. Inference: The above table shows that 4% of the respondents felt that the staff has good courteous throughout, 52% of the respondents felt that the staff has average courteous throughout, 26% of the respondents felt that the staff has Fair courteous throughout and 18% of the respondents felt that the staff has Poor courteous throughout
Table 5.8 Staff carries the work as requested S.No. Respondents No. of Respondents Percentage 1 Very good 16 32% 2 Good 18 36% 3 Average 12 24% 4 Fair 2 4% 5 Poor 2 4% Total 50 100 Chart 5.8 Staff carries the work as requested Inference: The above table shows that 32% of the respondents felt that the staff carries the work as requested in a very good way, 36% of the respondents felt that the staff carries the work as requested in a good way, 24% of the respondents felt that the staff carries the work as requested in a Average way, 4% of the respondents felt that the staff carries the work as requested in a Fair way and 4% of the respondents felt that the staff carries the work as requested in a very good way
Table 5.9 Recommendations based on Service experience S.No. Respondents No. of Respondents Percentage 1 Good 10 20% 2 Average 25 50% 3 Fair 12 24% 4 Poor 3 6% Total 50 100 Chart 5.9 Recommendations based on Service experience I Inference: The above table shows that 20% of the respondents said that they rate the service as good, 50% of the respondents said that they rate the service as Average, 24% of the respondents said that they rate the service as Fair and 6% of the respondents said that they rate the service as Poor.
Table 5.10 Impression about the Department visit for the first time S.No. Respondents No. of Respondent Percentage 1 Very good 5 10% 2 Good 12 24% 3 Average 20 40% 4 Fair 13 26% Total 50 100 Chart 5.10 Department visit in customer first time Inference: The above table shows that 10% of the respondents felt that impression created by the department for the first time is very good, 24% of the respondents felt that impression created by the department for the first time is good, 40% of the respondents felt that impression created by the department for the first time is very Average and 26% of the respondents felt that impression created by the department for the first time is Fair
Table 5.11 Overall Opinion about the service S.No. Respondents No. of Respondents Percentage 1 Very good 15 30% 2 Good 22 44% 3 Average 10 20 4 Fair 3 6% Total 50 100 Chart 5.11 Overall Opinion about the service Inference: The above table shows that 30% of the respondents said that their overall opinion about the service is very good, 44% of the respondents said that their overall opinion about the service is good, 20% of the respondents said that their overall opinion about the service is Average and 6% of the respondents said that their overall opinion about the service is very good

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customer service question in spss

  • 1. CHAPTER C V DATA ANALYSIS AND INTERPRETATION Table 5.12 Gender classification of Customer S.No. Diseases affects in work environment Frequency Percentage 1 Male 38 76% 2 Female 12 24% Total 50 100 Chart 5.12 Diseases affect you in work environment Inference The above table shows that 76% of respondent are male and 24% of respondent are female.
  • 2. Table 5.1 Age wise classification of Respondents S.No. Age in Years No. of Respondents Percentage 1 20-30 35 35% 2 31-40 10 10% 3 41-50 3 3% 4 Above 50 year 2 2% Total 50 100 Chart 5.1 Age wise classification of Respondents Inference: The above table indicates 35 percentage of the respondents belong to 32-30 years of old, 10 percentage of the respondents belongs to 31-40 of years, 3 percentage of the respondents belongs to 41-50 years of old, 2 percentage of the respondents belong to Above 50 years old category
  • 3. Table 5.2 Timely in Customer Need S.No. Timely No. Of Respondents Percentage 1 Very Good 27 22% 2 Good 17 13% 3 Average 3 29% 4 Fair 1 14% 5 Poor 2 16% Total 50 100 Chart 5.2 Timely in Customer Need Inference: The above table shows that 22% of the respondents feel that they are very good in serving the customers in a timely need,13% of the respondents feel that they are good in serving the customers in a timely need, 29% of the respondents feel that they are Average in serving the customers in a timely need, 14% of the respondents feel that they are Fair in serving the customers in a timely need, 16% of the respondents feel that they are Poor in serving the customers in a timely need.
  • 4. Table 5.3 Staff was friendly and cheerful throughout S.No. Respondents No. of Respondents Percentage 1 Good 8 16% 2 Average 39 78% 3 Fair 3 6% Total 50 100 Chart 5.3 Staff was friendly and cheerful throughout Inference: The above table shows that 16% of the respondents felt that the staff was friendly and cheerful throughout in a good manner, 78% of the respondents felt that the staff was friendly and cheerful throughout in average manner, 6% of the respondents felt that the staff was friendly and cheerful throughout in a Fair manner.
  • 5. Table 5.4 Response to customer queries In Company S.No. Respondents No. of Respondents Percentage 1 Very Good 15 30% 2 Good 8 16% 3 Average 27 54% Total 50 100 Chart 5.4 Response to customer queries In Company Inference: The above table shows that 30% of the respondents said that the customer queries are responded by the company in a very good way. 16% of the respondents said that the customer queries are responded by the company in a good way, 54% of the respondents said that the customer queries are responded by the company in an average way. Table 5.5 Staff knowledge in organization
  • 6. S.No. Respondents No. of Respondents Percentage 1 Very good 4 8% 2 Good 10 20% 3 Average 25 50% 4 Fair 8 16% 5 Poor 3 6% Total 50 100 Chart 5.5 Staff knowledge in organization Inference: The above table shows that 8% of the respondents felt that the staff has a very good knowledge, 20% of the respondents felt that the staff has a good knowledge, 50% of the respondents felt that the staff has a Average knowledge, 16% of the respondents felt that the staff has a Fair knowledge and 6% of the respondents felt that the staff has a Poor knowledge in the organization. Table 5.6 Staff offered pertinent advice
  • 7. S.No. Respondents No. of Respondents Percentage 1 Very good 3 6% 2 Good 23 46% 3 Average 13 26% 4 Fair 8 16% 5 Poor 3 6% Total 50 100 Chart 5.6 Staff offered pertinent advice Inference: The above table shows that 6% of the respondents felt that the staff has offered very good pertinent advice, 46% of the respondents felt that the staff has offered good pertinent advice, 26% of the respondents felt that the staff has offered average pertinent advice, 16% of the respondents felt that the staff has offered Fair pertinent advice and 6% of the respondents felt that the staff has offered Poor pertinent advice regarding the products Table 5.7 Staff was courteous throughout.
  • 8. S.No Respondents No. of Respondents Percentage 1 Good 2 4% 2 Average 26 52% 3 Fair 13 26% 4 Poor 9 18% Total 50 100 Chart 5.7 Staff was courteous throughout. Inference: The above table shows that 4% of the respondents felt that the staff has good courteous throughout, 52% of the respondents felt that the staff has average courteous throughout, 26% of the respondents felt that the staff has Fair courteous throughout and 18% of the respondents felt that the staff has Poor courteous throughout
  • 9. Table 5.8 Staff carries the work as requested S.No. Respondents No. of Respondents Percentage 1 Very good 16 32% 2 Good 18 36% 3 Average 12 24% 4 Fair 2 4% 5 Poor 2 4% Total 50 100 Chart 5.8 Staff carries the work as requested Inference: The above table shows that 32% of the respondents felt that the staff carries the work as requested in a very good way, 36% of the respondents felt that the staff carries the work as requested in a good way, 24% of the respondents felt that the staff carries the work as requested in a Average way, 4% of the respondents felt that the staff carries the work as requested in a Fair way and 4% of the respondents felt that the staff carries the work as requested in a very good way
  • 10. Table 5.9 Recommendations based on Service experience S.No. Respondents No. of Respondents Percentage 1 Good 10 20% 2 Average 25 50% 3 Fair 12 24% 4 Poor 3 6% Total 50 100 Chart 5.9 Recommendations based on Service experience I Inference: The above table shows that 20% of the respondents said that they rate the service as good, 50% of the respondents said that they rate the service as Average, 24% of the respondents said that they rate the service as Fair and 6% of the respondents said that they rate the service as Poor.
  • 11. Table 5.10 Impression about the Department visit for the first time S.No. Respondents No. of Respondent Percentage 1 Very good 5 10% 2 Good 12 24% 3 Average 20 40% 4 Fair 13 26% Total 50 100 Chart 5.10 Department visit in customer first time Inference: The above table shows that 10% of the respondents felt that impression created by the department for the first time is very good, 24% of the respondents felt that impression created by the department for the first time is good, 40% of the respondents felt that impression created by the department for the first time is very Average and 26% of the respondents felt that impression created by the department for the first time is Fair
  • 12. Table 5.11 Overall Opinion about the service S.No. Respondents No. of Respondents Percentage 1 Very good 15 30% 2 Good 22 44% 3 Average 10 20 4 Fair 3 6% Total 50 100 Chart 5.11 Overall Opinion about the service Inference: The above table shows that 30% of the respondents said that their overall opinion about the service is very good, 44% of the respondents said that their overall opinion about the service is good, 20% of the respondents said that their overall opinion about the service is Average and 6% of the respondents said that their overall opinion about the service is very good