Customer Service Assignment: Research &Data Analysis Report

Question

Task: Research and Analysis Report
Please read the following scenario and write a report on customer service assignment addressing the answers to the questions provided.

Scenario
Your organisation has compiled statistics gathered over a period of 12 months on customer complaints. You have been asked by your manager to review the data based on your team’s customer service skills. After you have analysed the data provided below, you are to create a report that addresses the assessment questions.

The following key is to indicate the focus of the customer complaint that has been recorded. K, R & B indicate the complaint was caused by the relevant staff; P indicates the complaint is caused by a product; S indicates the complaint is caused by an external service provider.

Customer Service Complaints Data
Key for staff: K = Kasyme, R = Raquel, B = Basel
Each letter represents one complaint. i.e. K = 1 complaint towards Kasyme; S, S = 2 service complaints.

QUESTIONS:
1. Analyse your data findings from the scenario provided?
2. What are your findings from this data analysis? What impact will this data have on your company?
3. Explain the data analysis methods you used and how you have applied these methods e.g. quantitative, qualitative.

4. Create a graphical representation of the data using MS Excel and insert into your report

5. How will this organisationmonitor the levels of customer satisfaction in the future to ensure that their levels of customer services maintain a high level?

6. Explain where would the organisationstore this information for future reference? Which departments would find this information useful for their operations? Should this data be stored securely? If yes, why?

7. How might the organisation store this data securely to protect their intellectual property?

8. What policies and procedures may need to be updated as a result of your research findings?

Answer

Report and Data Analysis Questions
1. Analysis of Data Findings from the Scenarioof Customer Service Assignment
The organization has conducted a customer complaint service for one year. In the first week of the survey, two services and one product complain and two complaints against Kasyme and Basel.

The second week and third weeks of the survey showed five products, four services, three complaints against Basel, one complaint Raquel, and one complaint against Kasyme. On fourth and the fifth week of the survey showed four services complain. Five product complain and one complaint against Kasyme.

The seventh and eighth week of the survey established four service complaints, one product complaint and three complain against Basel, one complaint each for Kasyme and Raquel.

The ninth, tenth, and the eleventh week of the survey illustrated four complaints against the company's product, six complaints against services provided by the employees and three complaints against Raquel, three complaints against Basel, and one complaint against Kasyme.

The next three weeks of survey analysis showed three product complaints. Four services complain, and two complaints against Kasyme, one complaint against Raquel. But, there is no complaint raised against Basel.

The next four weeks of the survey showed four complaints against the product, four complaints against services, and three complaints against Basel. The next eight weeks of the survey showed seven product complaints by the customers, ten compliments against services, seven complaints against Basel, four complaints against Raquel, and three complaints against Kasyme.

The next eight weeks of the survey portray six product complaints. Eight services complain. Two complain against Raquel, nine complain against Basel, and three complains against Kasyme.

In the next ten weeks of survey seven complains against company product. Fourteen complaints were received against services and three complaints against Raquel, ten complaints against Basel, and three complaints against Kasyme.

The last seven weeks of survey analysis showed six products, ten service complaints. Four complaints are raised against Raquel, three complaints against Kasyme, and nine complaints against Basel.

2. Findings from the Data Analysis
The data found by analyzing the portrayed that the product of the company lacks efficiency. Fifty-two complaints are being raised by the customers who have used the product delivered by the organization. The service of the company also needs to reconsider. The customer raised Thirty-seven service complaints within a year—the full complaint raised against Basel's staff name. Fifty-two complaints are raised against him. Complaints against Raquel and Kasyme are equal.

3. Impact of the Data on the Organization
Data analysis can act as a key driver for increasing the organization's productivity, profit, and efficacy. The results from analyzing the data will help establish the right idea for an organization to optimize the problems. It also helps to understand which portion needs to be automated (Yeh, Yeh and Chen, 2018). The data analysis process the organization to get more potential in growing the company's efficiency. It helps to identify the inefficient processes. It helps to eliminate the unwanted resources present in the organization. It is also very cost-effective. The data analysis can help to identify the core errors done by the employees. It aims to help a company make the best decisions to grow the business with a stronger approach. Data analysis helps to mitigate various problems, including large and small. The large and small problems present in the company can affect the company's profit and cause other dangers for the company (Bicevskis et al., 2018). The given data analysis showed that that company needs to evaluated and reorganize its product to save the organization from potential losses. The company also needs to identify the basic problem faced by the customer and recreate the product that suits the needs of the customers. Data analysis can be useful for almost every business industry, such as banking, healthcare, manufacturing, etcetera.

Data analysis also showed that the three staff of the organization creating problems among the other employees. The organization needs to terminate the employee to keep the professional environment intact and efficient (Wassouf et al., 2020). The services that the company provides are also poor. The customer raised complaints about the service almost every week for the 12 months. The organization needs to scrutinize the problems and the unproductive part of the service to decrease the service complaints and increase business growth.Data analysis helps the business to make proper business decisions, Improves communication optimization.

4. Explanation of Data Analysis Methods
The data has been collected through quantitative methods. Quantitative research methods have been helped to process the data. Through the quantitative methods, the collected data has been analyzed. It analyzes the numerical data. The statistics have been shown that the company has gathered 12months of customer complaints.

Through the quantitative methods, the data processing has been analyzed more quickly and effectively. It helps to represent the data in numerical form. The data has been shown deals with the information methods of the data. Quantitative findings can help to demonstrate the complaints services of the company (Goertzen, 2017). It will help the company to know about the data properly. Findings from the analysis can be generalized with the help of quantitative methods. The data is huge in the collection so that it can be analyzed properly with the quantitative methods. It would help the data processor to understand the numerical form of data. Quantitative methods will help to know about the data process in a proper way. The research methods can be done by conducting the survey. Here, in this case, scenario through the survey method customer's complaints has been analyzed. Through the data analysis process, it can help to implements the theories in the process.

5. Graphical Representation

Figure: Frequency of receiving complaints against each week

Figure: Complaints frequency against each subject area

6. Monitoring the Customer Satisfaction in Future by Ensuring High-level Customer Service
In the present scenario, the company has faced huge customer complaints against the service. Through the monitoring process, the customer’s satisfaction can be elevated. There are some ways through which the customer’s satisfaction rate can be measured.

• Customer satisfaction survey
  It is a standard approach to collect the data from the customers. It is a process through which how the customers have been satisfied can be calculated. The three most useful variants for customer services are:
• In-app survey
  It is a process through which the company can get higher response rates. It will also show the engagement of the customers by conducting the survey.
• Post-service surveys
  This kind of survey shows what specific requirements the consumers have wanted. It will help to elevate the customer satisfaction rate in the future.
• Long Email surveys
  Sending emails in the inbox of the customers can also help to know about the customer's happiness. It will give insights into what customers want and how they can satisfy them by giving better services.
• Customer Satisfaction Score (CSAT)
  Asking the customers to rate the service quality can also help measure the satisfaction rate of the consumers'. The CSAT scores can help to know about the average ratings of the consumers' satisfaction.
• The company can do cognitive research by conducting the telecommunication service to know about the customer s' feedback towards its performance (Rendón et al., 2017). It is one of the advanced methods for measuring the customer satisfaction rate.

7. Storage Process for Future References within the Organization
The collected data can be stored in cloud computing, and through Hadoop, big data in the organization can be stored. Cloud computing can also secure the data in the cloud. The big data can be processed with the help of Hadoop. Using Hadoop can also help to prevent loss of data. Through the cloud computing process, the data for the future can be referenced and organized. Cloud computing can provide security in retaining the customer's data. It maintains the confidentiality of the data and gives the users' actual location (Basu et al., 2018). The storage process will help to store the data securely. Cloud computing can secure the data, and with the help of Hadoop, it can help measure big data.

8. Department to be in Charge for Storing the Information
The data storage facility is an essential department for secure the future safety of the company. The security management team is the main in charge of handling internal and external data within an organization. Developing a secure data storage facility helps the organization to avoid the risk of data breaching. The organization's security management team can use several data storing facilities to enhance security for future reference.

• Establishing CCTV surveillance for the organization wills makes the data storage department secures. Enhancing the data storage facility will help the organization to achieve a standardized security protocol for the organization.
• The security management team is the essential requirement for enhancing data security for the organization. Analytical knowledge is required for finding a solution in the data management process.
• Cloud computing data storage facility will help the organization to store the data securely. Cloud computing makes an organizational performance effective and turns it into a practical way that brings the highest security technology (Tadapaneni, 2018). Applying this technology makes the process more authentic and secure for future reference.
• To make the storage data useful for future preference developing a proper storage facility and enhance security protocol is required. Implementing these elements will bring the highest security standard for the company.

9. Security of the Storing Process
After developing an effective storage process, maintenance of security standards is required. In the current developing world, data hacking is a recognizable issue for the organization. The cybersecurity threat is the major concern under the data security threat for the organization. The followings are the security measurements that an organization can uptake for ensuring data privacy within the company.

• Developing a reliable working environment ensures the safety of data protection. Otherwise, under a doubtful condition, the security area will never be protected.
• Developing a safety protocol for sensitive information ensures data privacy for the organization.
• Implementing various internal safety frameworks will help the company reduce the effects of data breaching.
• Risk analyzing tool use helps the organization to identify the underlying risk factors for the organization. Identifying these risks will help the company to mitigate the risk from the organization structure.
• Monitoring of the action of the employees is essential to track the data breaching source. Cloud computing plays an effective role in data storage performance, but data breaching issues are remaining in this application (Kumar, Raj and Jelciana, 2018). Data breaching issues from cloud computing can be eradicated by establishing other security protocols for the organization.

10. Process of Storing Data Security for Protecting Intellectual Property
Data storage security is the process of standardized safety standards within the organization. To standardize the safety guard for the organization data following measurements can be taken into consideration-

• Implementing an efficient storage facility is required for updating large volume data. Cybersecurity issues have become a major concern for the organization. In protecting intellectual security, effective cybersecurity development is required. Otherwise, the safety protocol will remain in a vulnerable state.
• Developing an IT analysis tool will help the organization identify its underlying security vulnerabilities at the pre-breaching stage if the organization can take advantage of analysis and advance protection for the data breaching threat.
• The documentation of the data related to the weekly performance needs to be secured by effective anti-virus security. The documented data are reflecting the problematic areas without denoting the specific subjects.
• Implementation of Government rules and regulations helps the organization increase their data security standard and provide an overall safe atmosphere for organizational structure. If the employee gets to know about breaking the rules, they will become more responsible and develop ethical norms towards the organization.

11. Policies and Procedures for Updating the Result of Research Findings
Feedback Review
1. Reaction from the Outcome
The documentation of the complaintbs against the main staff – Kasyme, Basel, and Raquel has been done for 52 weeks, which indicates a whole year. On the other hand, the customer service complaint data has been recorded against the external service provider alongside service complaints. And it has also indicated complaints caused by-products. After conducting the analysis and evaluating the complaint frequency, the organization's colleagues have checked the outcome. They were curious about understanding whether the presented data are accurate and true to the real-time complaints. They have agreed with the data analysis's truthfulness, and thus the conducted procedure determines the best usage against the employee complaint analysis.

2. Reaction on Identified Solution
The organization's employees have been agreed with the analysis as the data have been shown clear data against each taken area. Among the main staff, Kasyme and Raquel received 21 complaints against each of them. While another staff Basel got 52 complaints throughout the year. It indicated the differences between the service generations by the staff. On the other hand, the company faced 74 service complaints and 52 product complaints. It indicated that the staffs have been providing poor service to the customers during the required situations. The colleagues are agreed with the data as the calculation shows accurate performance results with specific weeks.

3. Additional Data Findings to Recommend in Adding to the Findings
Despite agreeing with the documented data and the data analysis process, the colleagues wanted to receive specific information regarding the complaints. There does no way to understand what a numerical number in the complaint list can tell about that specific incident. As they have identified, the company faced 52 product-related complaints, and 74 service-related complaints are not doing any justice without proper explanation from the company. The additional data that the colleagues have pointed out to include from further data analysis process are –

• Documenting the participants' feedback while calculating the complaints can clear those problematic scenarios in conducting accurate performance analysis.
• Documenting the specific areas for which the staff received complaints is also important in providing authentic data analysis results.
• Specifying the product description will make a clear assumption on whether a certain group of products is degrading their performance or the result is from miscellaneous products.
• Identifying the problematic areas related to the service complaints can specify services that need to be resolved immediately, as the current result does not showcase any specific improvement area.

4. Feedback on Report Layout and Improvement Recommendations
The layout of documenting complaints against staff, services, and products is simple and does not explain any area or problematic factor. The colleagues have made some recommendation on improvement areas, such as –

• Dividing the weeks with specific service and organizational goals to make progress more clear
• Pointing out the complaint subject against any person or service/product
• It is required to point out each complaint's intensity to analyze the improvement areas within the organization.
• The documented data are required to protect within the cloud server to sustain the analysis process. It is required to analyzing the performance factor among the staffs as well as in the products/services.

Bibliography
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Nikiforova, A., Bicevskis, J., Bicevska, Z. and Oditis, I., 2020. User-Oriented Approach to Data Quality Evaluation. J. UCS, 26(1), pp.107-126.

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Kumar, P. R., Raj, P. H. and Jelciana, P., 2018 ‘Exploring data security issues and solutions in cloud computing’, Procedia Computer Science, 125, pp. 691–697. Rendón, C.M.C., Vásquez, A., Benjumea-Arias, M. and Valencia-Arias, A., 2017. Proposed Model for Measuring Customer Satisfaction with Telecommunications Services. Mediterranean Journal of Social Sciences, 8(2), pp.15-15.

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