Analyses report on the survey conducted on the issue of declining number of customers

By JitinMadhu Marketing Manager Cyber Cafe

For The chief Cyber Cafe

19 Nov 2013

INTRODUCTION

Background:
After the successful launch of the Cyber Caf, there has been a steep decline in the number of customers and so a survey was conducted to find the reasons, take corrective measures and retain the number of customers.

Purpose:
The purpose of the report is to inform you about the CYBER CAF SURVEY conducted on the issue of the decline in the number of the customers. This report also gives an idea about the steps to be taken to overcome this issue. The statistical data collected has been provided in a tabular form and are true without any manipulations. This report also explains the causes for the steep decline in the number of the customers along with some preventive measures.

DISCUSSION:
After analyzing the problem and the collected data, and after ruminating on the topic, I feel that the problem is of the poor and inferior basic facilities at our cyber caf. These problems could be solved only when we get to know the drawbacks of our cyber caf. So, a survey was conducted on the people visiting the cyber caf for a particular period of time. The statistical data has been tabulated as below:

Data Collected:
Options Seats availability Satisfactory Poor 48 % 52% Internet Connection 23% 77% Supporting Staff 34% 66% Proper ambience 25% 75% 45% 55% Charges

Source: Cyber Caf Survey This survey was conducted mainly on the following parameters as elaborately explained below:

Seats availability: 52% were not satisfied with the available number of seats. This was mainly because the people expediting the customers were not getting enough space to settle down.

Internet Connection: Only 23% customers were satisfied by our network connection. They were mainly complaining that the internet speed did not meet their expectations and is also the main reason of this declining number of customers. Hence, we need to increase theinternet speed.

 Supporting Staff: The customers are also not happy with the services provided by supporting staff members. The recruited staff members here are not polite and faithful towards the customers. They too leave the caf whenever they want thereby making people to wait till they come. On taking this into account, the staff that we have here are unsatisfactory on this part.

Proper Ambience: Majority of the customers (75%) are not pleased about the ambience or environment at the caf. The noise created by other co-customers is the main reason for this. So the customers must also be requested to be silent while in caf so as not to disturb the other co-customers.

Charges: Since customers were not provided with the above mentioned facilities, some of them also intended that the charges were high. But I think if we can take corrective measures for these problems, customers would not be having any issue with the present rates.

CONCLUSIONS:
There are not enough seats for the customers if they go large in number. The most annoying issue with the customers of our cyber caf according to the survey is the network connection/speed. Working staff arent working efficiently rather. They are just not bothered about the customers and are relaxing instead of helping them through. The ambience or environment is not up to the mark.

RECOMMENDATIONS:
More chairs must be provided for the accompanying people to sit. The staff must be given strict instructions to be polite to the customers and be loyal to them. They should be also warned about losing their job if they waste time unnecessarily. Internet connection speed should be increased with better equipments and good connectivity. During summer season, the customers must also be provided with fan facilities. The price may also be manipulated a bit according to the demand. Special offers must be announced frequently like for those sitting for longer hours must be provided with some free surfing minutes. Silence must be maintained throughout and staff members should be instructed to keep a watch on customers creating noises and take action on them. Creating small rooms for each customer will help in this issue. Drinking water facility may also be provided.

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