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Best Value

Customer Satisfaction Survey

Thank you for shopping at Best Value. We appreciate your patronage. We always strive to improve the quality of the items we sell and the service we provide. So we request that you take a few moments to complete this form. Please answer all the questions and leave any comments you have. Then, present this survey to any store employee and receive a coupon for 10% off on your next visit here.

How do you feel about the following at Best Value?

Comments: Many of the employees here don't seem to care about the customers. When I ask them questions, they don't know or give me incorrect answers. Just a moment ago, I tried getting the attention of one employee, and she totally ignored me. Please do something to improve the quality of the service here.

Name: Thaddeus Toole

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TO: All Managers, Best Value

FROM: Marcus Dupree, VP, Best Value

SUBJECT: Recent Survey

DATE: November 10

The company that we hired to conduct last month’s survey for us just submitted the data along with the comments that people left. We scored very high marks on our prices and the selection of items. Most shoppers like our hours, but a few wish that we would stay open 24 hours a day. However, more than 50% of all respondents rated our employees as either bad or poor. The comments were incredibly harsh. We apparently have an employee problem, and we need to do something about it. Several customers commented that they no longer intend to shop here since our employees ignore them or can’t answer their questions. We must do something about this quickly. The holiday season is fast approaching, and we have to make sure sales don’t suffer. We get most of our revenue then, so losing customers could cause us to miss our objective for the year.

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A New Program at Old store

Trenton (December 5) - One of the oldest stores in the city is starting one of the newest programs. Best Value, which has been in business since 1852, realized it had a problem when it received the results of a survey conducted more than a month ago. “Our customers weren’t happy,” said owner Travis Butler. “So we instituted a new program, and it appears to be successful.” All Best Value employees now receive ten hours of training. They learn about customer relations, and they also learn about everything the store sells. “When I started here, I couldn’t answer any questions, but now I know how to use all the items here,” said Kimberly Charles, who works at the store. “I love helping customers now, and I even like staying here after my shift is over to practice using some gadgets,” she added.