Table 1 shows customer complaints received by an electronics repair business during two months. The owner wants to improve the service that matters most to ...
Question 1 Report
Table 1 shows customer complaints received by an electronics repair business during two months. The owner wants to improve the service that matters most to customers. Repair prices did not change between the months.
| Cause of complaint | May | June |
|---|---|---|
| Repair took too long | 18 | 27 |
| Price was unclear | 9 | 8 |
| Staff did not explain the fault | 6 | 14 |
(a) Identify the cause of complaint that increased the most from May to June. [1]
(b) Show the increase in the number of complaints about staff not explaining the fault. [1]
(c) Explain one action the owner could take to respond to this customer feedback. [2]
Answer Details
(a) Repair took too long increased the most. [1] Complaints rose from 18 in May to 27 in June, an increase of 9.
(b) The increase in complaints about staff not explaining the fault is:
\[14 - 6 = 8\text{ complaints}\]
[1]
(c) The owner could train staff to explain faults clearly. [1] This responds directly to the concern shown in the complaints data and should improve customer satisfaction or reduce future complaints. [1] Written explanations for customers or repair-time updates are also valid actions.
Download The App On Google Playstore
Everything you need to excel in your exams
