Scenario: You have analysed the efficiency in the marketing activities, and the traditional marketing activities did not seem to be effective. The following information was provided to the marketing department.

As it can be seen from the table above , the efficiency of the marketing activities became worse as $1 of marketing activity generated $11.13 of sales, but in June, $1 of the marketing activities generated only $8.25 of sales. In addition, the total number of complaints received from the customers increased regardless of other factors. The following complaints were made by the customers.

The staff seems to be distracted by other work rather than serving the customers.

The staff were doing something, and I had to wait for 5 minutes for checkout.

The staff at the checkout was very rude and aggressive.

One staff member mopped the floor, and it was very slippery without a warning sign.

I want to lodge a complaint about a specific staff member but don't know his name.

Qus A) As a result, you have decided to install the customer feedback device (refer to the image), and all staff will wear their name badges. You are now required to develop a monitoring process for customer satisfaction.

Receive feedback from the customers and finalise the feedback by the end of each month

Reflect the evaluation on their performance review

Award/reward the excellent service provider

A confidential meeting with the staff who need improvement

Identify shortfall skills to be improved

Evaluation of the training and the staff

Evaluate the customer satisfaction against each staff

Inform the staff who received excellent feedback

Celebrate the award in the staff newsletter

Organise relevant training for the staff

Record all feedback onto each staff file

Required: With the above steps, you are required to complete developing the customer feedback evaluation processes. Complete the following table

Month Total Marketing Activity costs Total Sales Efficiency of the marketing activities No. of complaints Jan $80,000 $890,000 $11.13 13 Feb $82,000 $830,000 $10.12 17 Mar $94,000 $840,000 $8.94 19 Apr $98,000 $910,000 $9.29 22 May $102,000 $925,000 $9.07 18 Jun $114,000 $940,000 $8.25 23 Step 1 Receive feedback from the customers and finalise the fecdback by the end of cach month Step 2 Step 3 Step 4 Award Reward Inform the staff who rcccived excellent feedback Support Confidential meeting with the staff who need improvement Step 5 Step 6 Step 7 NA Step 8 Month Total Marketing Activity costs Total Sales Efficiency of the marketing activities No. of complaints Jan $80,000 $890,000 $11.13 13 Feb $82,000 $830,000 $10.12 17 Mar $94,000 $840,000 $8.94 19 Apr $98,000 $910,000 $9.29 22 May $102,000 $925,000 $9.07 18 Jun $114,000 $940,000 $8.25 23 Step 1 Receive feedback from the customers and finalise the fecdback by the end of cach month Step 2 Step 3 Step 4 Award Reward Inform the staff who rcccived excellent feedback Support Confidential meeting with the staff who need improvement Step 5 Step 6 Step 7 NA Step 8