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A Report on Customer Satisfaction and Motivation at Brown Smith Company - Essay Example
Journalism & Communication
Pages 3 (753 words)
A Report on customer satisfaction and motivation at Brown Smith Company Name Institution A Report on customer satisfaction and motivation at Brown Smith Company Introduction Brown Smith Company deals with the sale of cosmetic products and clothes. The company has been making huge profits until recently when profits and sales suddenly declined…
Preliminary studies conducted had indicated that the decline was attributed to client discontent and de-motivation caused by long procurement procedures and poor handling of customers by company employees. Having been mandated to conduct this study, a proper procedure had to be selected, a selection of 40 percent of all regular clientele was interviewed between October 15th and November 10th 2011 on issues such as; The overall customer satisfaction on the services offered by Brown Smith Company, Common problems encountered that are linked to procurement procedure in the company, Suggestions for improvements of procurement policies and Problems associated with conduct of employees in the company. The report seeks to draw attention on the factors causing the sharp drop in company’s profit margins. It further seeks to suggest remedies to curb problems causing the company the current financial condition. Body The report draws hypothesis from the fact that in the last two years, Brown Smith Company had been a dominant share holder in the market. The profits generated over years had always doubled annually until last year when the huge profits and volume of sales started declining drastically. A case study conducted earlier showed that Brown Smith Company was worth $17 million. ...