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GROUP MEMBERS & STUDENT ID NO.:

1. LIAU ZHI JUN2. LIM JO YEE3. SHEE HUEY MIN4. WEE XIN YINGPROGRAM: Certified Accounting Technician (CAT)

SEMESTER: Semester 2

INTAKE: April 2011

SUBJECT: Communications Skills in Business 1 (CSB1)

LECTURER: Ms Jeanne

PRESENTATION DATE: 4 October 2011

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SUNWAY UNIVERSITY COLLEGE

REPORT ON CUSTOMERS COMPLAINTS ON SUNWAY UNIVERSITY

COLLEGE CANTEEN, THE COMMON PLACE.

TERMS OF REFERENCE

To investigate customers complaints on Sunway University College canteen, the

Common Place and to make appropriate recommendations as requested by Ms Sarah

Ong, Manager of Common Place, on 2 August 2011. This report is to be handed in by

4 October 2011.

PROCEDURES

A survey was done from 16 August 2011 to 15 September 2011, by distributing

questionnaires to thirty customers of Common Place.

The questionnaires were collected back to provide a complete analysis. The analysis

is shown in graphs in the Findings, accompanied with pictures from the investigation

site, to draw a detailed conclusion.

Appropriate recommendations are suggested in accordance to the conclusions stated

above.

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FINDINGS

1.CUSTOMERS VISITING FREQUENCIES

According to the graph above, there were two customers who never visit the

Common Place. Twenty out of thirty of them visited the Common Place 1 - 5 times

in a week. There are also two of them who visited the Common Place 6 - 10 times

a week and six of them went to the Common Place more than 10 times in a week.

2

20

2

6

0

2

4

6

8

10

12

14

16

18

20

22

NEVER 1 - 5 TIMES 6 - 10 TIMES MORE THAN 10

TIMES

HOW MANY TIMES DOES A CUSTOMER VISIT THE

COMMON PLACE IN A WEEK?

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2.PRICING ON PRODUCTS SOLD

From this graph, we found out that only one customer thought that the price of the

food sold in Common Place is cheap. Majority of them said that the price is

moderate. There were six customers who find the price of food in Common Place

to be too expensive.

1

23

6

0

2

4

6

8

10

12

14

16

18

20

22

24

CHEAP MODERATE EXPENSIVE

WHAT DO THE CUSTOMERS THINK ABOUT THE

PRICE OF THE FOOD?

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3.TASTINESS OF FOOD SOLD

Based on the graph, there were four customers who think that the food in Common

Place tasted bad. For twenty-one of them, the food tasted average; whereas five

customers said that the food tasted quite good. None of them ever thought that the

food was delicious.

4

21

5

0

0

2

4

6

8

10

12

14

16

18

20

22

BAD AVERAGE GOOD DELICIOUS

WHAT DO THE CUSTOMERS THINK ABOUT THE

TASTE OF THE FOOD?

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12

15

7

5

1

0

2

4

6

8

10

12

14

16

HOT STUFFY DARK OK OTHERS

RATING OF THE ENVIRONMENT OF COMMON

PLACE

4.ENVIRONMENT AND SURROUNDING CONDITIONS

The customers are allowed to give more than one answers to this question. Most of

the customers found the Common Place to be stuffy. Many of them thought that

the place is hot. A few of the customers discovered the place to be dark. There are

also a few of them who said the environment is just right. One customer gave the

answer OTHERS and complained that the place has no air-conditioners.

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5.FRIENDLINESS AND ATTITUDE OF STAFF MEMBERS

According to the graph above, we can see that only five customers said they were

treated friendlily by the Common Place staff members. Majority of the customers,

which is nineteen of them, said that the staff members were a little friendly towards

them. Six out of thirty of the customers claimed that the staff members were not

friendly at all.

5

19

6

0

2

4

6

8

10

12

14

16

18

20

FRIENDLY A LITTLE FRIENDLY NOT AT ALL

ARE THE STAFF MEMBERS OF COMMON PLACE

FRIENDLY?

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6.COST WORTHINESS OF PRODUCTS SOLD

The graph above shows that only three customers agreed with the portion of food

provided for the price they paid in Common Place. Seventeen customers said that

sometimes the price was worth it, but sometimes it was not. Ten customers claimed

that the portion of the food given by the staff members of Common Place was not

worth the price they paid.

3

17

10

0

2

4

6

8

10

12

14

16

18

YES SOMETIMES NO

DOES THE PORTION OF FOOD WORTH THE

PRICE WE PAID?

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7.VARIETY OF PRODUCTS SOLD

As we can see from this graph, almost half of the customers, which are fourteen of

them, said that the choices of food sold in Common Place was too little and

insufficient. Slightly more than half of them, which are sixteen of them, agreed that

the variety of food provided in Common Place was just enough for them. None of

them claimed that the variety of food was too many.

14

16

0

0

2

4

6

8

10

12

14

16

18

TOO LITTLE JUST ENOUGH TOO MANY

WHAT DO THE CUSTOMERS THINK ABOUT THE

CHOICES OF FOOD SOLD IN COMMON PLACE?

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8.RATINGS ON SERVICE PROVIDED

The service provided by the staff members in Common Place is rated according to

the scale of1 as the poorest and 5 as the best. Four customers rated 1 for the

service in Common Place, eleven customers rated 2. Thirteen customers selected

3 for the service of the staff members of Common Place and two customers

selected 4. No customer rated 5 for the service in Common Place.

4

11

13

2

0

0

2

4

6

8

10

12

14

1 2 3 4 5

HOW IS THE SERVICE PROVIDED IN COMMON

PLACE?

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9.CLEANLINESS OF COMMON PLACE

The cleanliness of Common Place is also rated according to the scale of 1 as thepoorest and 5 as the best. Three customers rated the cleanliness at Common Place

as 1 and thirteen customers rated it as 2. Nine customers rated 3 for the

cleanliness at Common Place, and four of them selected 4 as their rate. Only one

customer selected 5 as his rate for the cleanliness of Common Place.

3

13

9

4

1

0

2

4

6

8

10

12

14

1 2 3 4 5

WHAT DO THE CUSTOMERS THINK ABOUT THE

CLEANLINESS OF COMMON PLACE?

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CONCLUSIONS

1. From the survey conducted, we concluded that the average customers visitingfrequencies to Common Place in a week is 1 - 5 times, which is about one visit

per day. This is considerably low because most of the students in Sunway

University College have study hours from the morning to afternoon, which means

they should have spent 2 meals in the campus.

2. The price of food sold in Common Place is considerably moderate according to

the ratings of the customers. This shows that the price can be generally accepted

by most of the students and staff members of Sunway University College.

3. The taste of the food sold in Common Place is average according to the

customers ratings. The taste of the food sold is acceptable by the majority of the

students and staff members.

4. Most of the customers claimed that the environment of Common Place is hot and

stuffy. Some of them also said that the place is dark and the lighting is quite dim.

The customers find the environment unfavourable and uncomfortable.

5. More than half of the customers said that the staff members of Common Place are

only a little friendly towards them. This situation caused the customers to feel

unwelcomed, thus decreasing their visits to Common Place.

6. Although the price of the food is reasonable for most of the customers, the

portion of food provided is not worth the price they paid. The food given issometimes too little from what is expected for the price charged on the customers.

7. About half of the customers claimed that the choices of food sold in Common

Place is just enough for them, whereas another half of the customers said that the

variety of food sold is insufficient. The customers got tired of the same old food

in a short time, thus decided not to visit the Common Place often.

8. From the ratings given by the customers, the service provided in Common Place

is quite poor with an average rating of 2, where 1 as the poorest and 5 as the best.

This is because sometimes only one cash register will be opened for service at the

counter during peak hours, causing the customers to queue up for a long time.

9. The cleanliness rating given by the customers is also quite poor, with an average

rating of 2, where 1 as the poorest and 5 as the best. Although there were no

rubbish and trash on the floor, some customers found pieces of hair in their food

and felt disgusted by it.

10. There are also complaints from the customers that there was not enough food

prepared early in the morning for sale, causing insufficient choices of food for

breakfast.

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RECOMMENDATIONS

1. Some of the food sold in the Common Place should be reduced in price, so thatthe price is affordable for everyone. The portion of food given for a certain price

should be larger, so that it is worth the price paid by the customers. Example, a

piece of chicken drumstick should be charged RM2.00 instead of RM3.00.

2. The taste of the food sold should be improved. Chefs should be sent for trainings

to produce higher quality food with better taste. It is suggested by the customers

that new cooks should be hired to provide more delicious food.

3. The environment should be enhanced by repainting the walls and ceilings of the

canteen with brighter colours, so that the surroundings look brighter. Exhaust

fans should be placed to improve air ventilation in Common Place so that it will

not be hot and stuffy.

4. The staff members of Common Place should be friendlier towards the customers.

They should smile more often during their service so that the customers will feel

welcomed. Rewards should also be given to the Best Staff Member of the Year

to encourage them to work with higher commitment.

5. The variety of food and drinks sold should also be increased to meet the

customers demand. More breads and sandwiches should be prepared early in the

morning to provide the customers with sufficient food for breakfast. It is also

suggested by the customers that more Western Food should be provided as there

are very limited choices on Western Food in Common Place.

6. Service provided in Common Place should be enhanced. New cash registers

should be added to the counter and more staff members should be hired so that

there will not be a long queue during peak hours. The customers suggested that

uniforms should be worn by the staff members to demonstrate professionalism in

their work.

7. The cleanliness of the food sold in Common place should be highly improved.

Staff members who are preparing the food for the customers should not be

collecting cash at the same time. Staff members should also take greater carewhen preparing the food to prevent dirt or hair to be found in the food.

Prepared by,

WEE XIN YING

30 September 2011