Improving Customer Satisfaction at State Farm Insurance Company Business Decision-Making Project – Part 1
[Student Name]
QNT/351
[Date]
[Professor]
Table of Contents
Company………………………………………………………………………………………. 3
Problem………………………………………………………………………………………… 4
Variable ……………………………………………………………………………………….. 6
Data Collection …………………………………………………………………………….. 7
Data Collection Validation ……………………………………………………………. 8
Company Name
The name of the company is State Farm Insurance Company
This is a group of insurance and financial services company.
It specializes in auto insurance but has expanded its services to other types of insurance over the years.
The company serves over 80 million policies in US and Canada.
Improving customer satisfaction
The opportunity to be utilized by this company is improving customer satisfaction.
With social media and other platforms, subpar services are easily magnified at a high speed and reaches many people.
One unsatisfied customer can capture a mistake using their smartphone and share it online thereby doing a lot of damage to the company.
The company should therefore focus on giving the best services to customers and ensuring they are satisfied.
Improving Customer Satisfaction Cont.
Good customer services does not only involve reducing incidences of service mishaps.
When a company establishes good customer relations and experiences, it creates an opportunity to excel in the competitive market by making its brand distinguishable.
It is notable that most companies look at satisfying customers as a way of standing out from the crowd.
Companies with good customer relations and high customer satisfaction have higher profits than those that don’t prioritize customer satisfaction (Sureshchanda, 2002).
This company will therefore use improving customer satisfaction as an opportunity to perform better in the market.
The variable to be studied will be level of customer satisfaction.
Data Collection Method
The sample for this case will be obtained through stratified sampling (Cleary, 2014).
The chosen sample will take a survey sent to their email containing three questions.
The questions will be:
Rate at a scale of 1 to 10 the quality of services offered by the company.
Would you recommend the company’s services to other customers?
Name two services that you would want the company to improve.
Data Collection Validation
To verify the validity of the data collected, it will be entered into a spreadsheet and cleaned by ensuring the data has no errors (mTAB, 2018).).
Such errors could be a participant rating the quality of services at a scale of 11, yet the survey required rating between 1 and 10.
Another way of validating the data is by ensuring the participant has answered all the questions.
References
mTAB. (2018). Validating a Survey: What It Means, How to do It. mTAB. Retrieved 14 March 2018, from http://www.mtab.com/validating-a-survey-what-it-means-how-to-do-it/
Cleary, M., Horsfall, J., & Hayter, M. (2014). Data collection and sampling in qualitative research: does size matter?. Journal of advanced nursing, 70(3), 473-475.
Sureshchandar, G. S., Rajendran, C., & Anantharaman, R. N. (2002). The relationship between service quality and customer satisfaction–a factor specific approach. Journal of services marketing, 16(4), 363-379.
