Fig. 1 shows records from a repair company's customer service team for one week. Customers used three methods of communication to report faults in washing m...
Question 1 Report
Fig. 1 shows records from a repair company's customer service team for one week. Customers used three methods of communication to report faults in washing machines. A case is counted as solved when the customer has received a clear repair date. The company wants to improve communication with customers.
(a) Calculate the percentage of telephone faults solved in the week. Show your working. [2]
(b) State two advantages to customers of using web chat rather than a telephone. [2]
(c) Give four reasons why the company should offer more than one method of communication. [4]
(d) Give six disadvantages of using email as the only method for reporting urgent faults. [6]
Answer Details
(a) The percentage solved is:
\[\frac{153}{180}\times100=85\%\]
Therefore, 85% of telephone faults were solved in the week. [2]
(b) With web chat, a customer may not have to wait in a telephone queue, and can keep a written record of the conversation. It can also be used quietly in public or at work, and links or repair details can be sent in the chat. [2]
(c) Offering more than one method recognises that customers have different preferences; some may have no internet access; urgent matters may need a faster response; and it reduces pressure on one communication channel. Suitable choices also improve access for customers with hearing or speech difficulties and improve overall customer service. [4]
(d) Email alone is unsuitable for urgent faults because it may not be read quickly, may go to a spam folder, and may contain incomplete fault details. There is no immediate conversation to ask follow-up questions; customers may lack internet access; staff may take time to reply; the customer may not know the email was received; urgent safety advice may be delayed; and technical problems may stop the email being sent. Any six of these disadvantages gain credit. [6]
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