Download to read offline
Blue and Yellow Illustrated Computer Shop Sales Presentation.pptx
- 2. Corporate Strategy Presentation CustomerExperience Audit Sandya Juice Shop, Vadlamudi, Guntur Submitted by Batch-06 Under the guidance of Dr. Sarita Satpathy S. SATYA REDDY 241FC01117 SURAJ KUMAR 241FC01134 V. TEJASWINI 241FC01147 A. MOUNIKA 241FC01171
- 3. Why This Study Matters??? MeasureSatisfaction Understand actual customer satisfaction levels and service quality perceptions. Identify Gaps Pinpoint service delivery issues affecting customer experience. Drive Improvement Provide actionable recommendations to enhance retention and footfall. This audit evaluates waiting time, hygiene, staff behavior, ambience, pricing, and taste at Sandya Juice Shop—a popular outlet serving students and local residents with affordable, fresh juices.
- 4. Research Framework SERVQUAL Model Servicequality measured across five dimensions: • Reliability – accurate promise delivery • Responsiveness – quick service • Assurance – staff trust • Empathy – personalized attention • Tangibles – cleanliness, environment SERVQUAL Model Service quality measured across five dimensions: • Reliability – accurate promise delivery • Responsiveness – quick service • Assurance – staff trust • Empathy – personalized attention • Tangibles – cleanliness, environment
- 5. Customer Satisfaction Scorecard 3.5 3.8 4.4 4.2 Taste &Quality Strongest factor driving customer loyalty Pricing Affordable and excellent value for money Staff Behavior Friendly but inconsistent during peak hours Cleanliness Needs immediate attention and improvement Overall Satisfaction: 4.1/5 — Good performance with clear opportunities for enhancement.
- 6. The Waiting Time Challenge QuickService Under 2 minutes during off-peak times 60% Wait 2-5 Minutes Majority experience acceptable service speed Peak Hour Delays Slow service during rush periods Key Finding: Waiting time is the biggest customer complaint, especially during peak hours when students rush between classes.
- 7. Critical Issues Identified Service Delays Peakhour bottlenecks causing customer frustration and longer wait times. Hygiene Concerns Fruit waste, flies, messy floors during rush hours—cleanliness score only 3.5/5. Limited Ambience No seating area, lack of proper waste bins, and no digital menu board. Inconsistent Communication Staff pressure during busy times leads to rushed interactions and over-sweet juices.
- 8. Operational Improvements Reduce Waiting Time Hireextra helper during peak hours, pre-cut fruits with hygiene protocols, introduce token/order number system. Enhance Cleanliness Install covered dustbins, clean floor every 30 minutes, use fruit-cover nets, maintain clutter-free work area. Improve Ambience Provide 3-4 stools or standing tables, install shade/canopy, add attractive menu and price board.
- 9. Customer Service Excellence Communication Matters •Staff should greet every customer warmly • Inform expected waiting time upfront • Offer sugar level customization options • Maintain consistency during peak hours "Small improvements in communication can transform customer perception and build lasting loyalty."
- 10. Menu Innovation Opportunities Seasonal Specials Introducelimited-time offerings based on fruit availability and student preferences. Healthy Options Sugar-free and diet combinations for health- conscious customers. Premium Shakes Expand beyond juices with protein shakes and specialty beverages.
- 11. Path to Excellence CurrentState 4.1/5 satisfaction with strong taste and pricing, but hygiene and waiting time issues. Implement Changes Execute recommendations for cleanliness, ambience, service speed, and communication. Target Achievement Reach 4.5+ satisfaction, become the most preferred outlet near Vignan University.
- 12.