Welcome to. O ur. Marketing presentation. P resentation. We are group DeiST. Marketing presentation. Our group members are. Chapter 4 Enterprise Rent-A-Car: Measuri ng Service Quality. Questions are:.
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Analyze Enterprise’s Service Quality Survey. What information is it trying to gather? What are its research objectives?
What decisions has Enterprise made with regards to primary data collection-research approach, contact methods, sampling plan, and research instruments?
Contact methods used to gather data was mail. Sending surveys to one in 20 customers indicates that the company used simple random probability and the research instruments used was the survey.
Method of research used by the company is descriptive research. In order to track customer satisfaction, knowledge, preferences and attitudes of customers Enterprise chose survey research as their research approach.
In addition to or instead of mail survey, what other means could Enterprise use to gather customer satisfaction information?
The alternative or instead of mail survey, they can use some other ways to communicate with their actual customer and gather customers satisfaction information. The alternative ways shows below:
What specific recommendations would you make to Enterprise to improve the response rate and the timelessness of feedback from the process?
Flexibility is excellent, speed of data collection is satisfactory but the company is trying to find out more alternative ways to make the information collection system faster.
Speed of data collection is satisfactory also very faster. They get this job done by their call-center.
The company wanted to provide the maximum service. For that why they improve their survey methods. Online interface is one of the best alternatives of mail survey.