TEAM ASSIGNMENT 10Team 18

No. Name Student ID Roles1. Nguyễn Phước

ThắngT093794 Leader

2. Châu Hồng Nhựt T095132 Member

3. Lai Thanh Phong T094971 Member

4. Đoàn Thành Nghiêm

T092497 Member

5. Nguyễn Hồng Hải T097060 Member

Team 18 – K15T01 - Member List

Team analyzes provided Viking customer satisfaction data (Viking Customer Satisfaction Survey Data.xls)

Question Context

Customer satisfaction survey results

The age of customer that attend the survey

Below 18 18 - 24 25 - 30 31 - 40 Above 400

1

2

3

4

5

Customer age of survey

Number of answer

The distribution of satisfaction scores for question 1

1 - Very

Satisfied

2 - Somewhat S

atisfied

3 - Neith

er Satis

fied nor Unsat

isfied

4 - Somewhat U

nsatisfi

ed

5 - Very

Unsatisfi

ed0

1

2

3

4

5

How satisfied are you with your purchase expe-rience?

Number of answer

The distribution of satisfaction scores for question 2

1 - Very

Satisfied

2 - Somewhat S

atisfied

3 - Neith

er Satis

fied nor Unsatisfi

ed

4 - Somewhat U

nsatisfi

ed

5 - Very

Unsatisfi

ed0

1

2

3

4

5

How satisfied are you with your installation experience?

Number of answer

The distribution of satisfaction scores for question 3

1 - Very

Satisfied

2 - Somewhat S

atisfied

3 - Neith

er Satis

fied nor Unsat

isfied

4 - Somewhat U

nsatisfi

ed

5 - Very

Unsatisfi

ed0

1

2

3

4

5

How satisfied are you with your user experience?

Number of answer

The distribution of satisfaction scores for question 4

1 - Very

Satisfied

2 - Somewhat S

atisfied

3 - Neith

er Satis

fied nor Unsat

isfied

4 - Somewhat U

nsatisfi

ed

5 - Very

Unsatisfi

ed0

1

2

3

4

5

How satisfied are you with your support expe-rience?

Number of answer

The distribution of satisfaction scores for question 5

1 - Very

Satisfied

2 - Somewhat S

atisfied

3 - Neith

er Satis

fied nor Unsat

isfied

4 - Somewhat U

nsatisfi

ed

5 - Very

Unsatisfi

ed0

1

2

3

4

5

Overall, how satisfied are you with our software?

Number of answer

General satisfaction per question

0%20%40%60%80%

100%

20% 20% 40% 20% 20%

80%

20%

60% 80% 80%20%

40%

1 - Very Satisfied 2 - Somewhat Satisfied3 - Neither Satisfied nor Unsatisfied 4 - Somewhat Unsatisfied5 - Very Unsatisfied

Customer summary of satisfaction from survey

048

1216

Customer summary of satisfaction from sur-

vey

Number of answer 24%

64%

4% 8%

Customer rate of satis-faction

1 - Very Satisfied

2 - Somewhat Satisfied

3 - Neither Sat-isfied nor Unsat-isfied

4 - Somewhat Unsatisfied

5 - Very Unsat-isfied

Comment show that high satisfaction

Comment show problem for customer satisfaction

Problems have been resolved quickly. (Customer A)

Many problems with installation. Clearly our unique environment offered plenty of challenges. (Customer A)

Our teams use Viking all the time. Even though it was a bit hard to get used to, now they like it. (Customer C)

 

Lots of problems but they are resolved quickly. (Customer C)

 

Project teams have adopted Viking quickly, however they wish they could modify/add to it. (Customer E)

 

Analysis from customer comment

Status: have a high customer satisfaction

Problem: Big problem: from “installation aspect”

=> need to improve Other small problem: May be acceptable

Summary