CrownInstitute of Business and Technology Pty Ltd ABN 86 116 018 412 National Provider No: 91371 CRICOS Provider Code: 02870D

North Sydney Campus:

116 Pacific Highway North Sydney NSW 2060 Tel: +612 9955 0488 F 02 9955 3888

Sydney CBD Campus: Level 5, 303 Pitt St Sydney NSW 2000 Tel: +612 8959 6340 F 02 9955 3888
Canberra Campus: Suite 1, Level 4, 40 Cameron Avenue, Belconnen ACT 26 17 Tel: +612 6253 5184

© RTO Works 2019 – BSBCUS501 Assessment 2 v 3.0 Page 1 of 9

BSBCUS501 Manage Quality Customer Service

Assessment 2 – Project

Part A

Task summary

For this assessment task, students are required to review and analyse customer complaints

lodged with Ozhouse Clean, and to provide a briefing report to the General Manager about

solutions.

Required

• Computer and Microsoft Office

• Access to the internet for research

• Briefing Report Template

Submit

• Briefing report.

Assessment criteria

For your performance to be deemed satisfactory in this assessment task, you must satisfactorily

address all of the assessment criteria. If part of this task is not satisfactorily completed, you will

be asked to complete further assessment to demonstrate competence.

Crown Institute of Business and Technology Pty Ltd ABN 86 116 018 412 National Provider No: 91371 CRICOS Provider Code: 02870D
North Sydney Campus: 116 Pacific Highway North Sydney NSW 2060 Tel: +612 9955 0488 F 02 9955 3888

Sydney CBD Campus: Level 5, 303 Pitt St Sydney NSW 2000 Tel: +612 8959 6340 F 02 9955 3888
Canberra Campus: Suite 1, Level 4, 40 Cameron Avenue, Belconnen ACT 26 17 Tel: +612 6253 5184

© RTO Works 2019 – BSBCUS501 Assessment 2 v 3.0 Page 2 of 9

Carefully read the following:

Last October, Ozhouse Clean signed up to a number of group buying website to increase the demand for

its services. There has been a marked increase in customers, but there has also been a significantly

increased number of complaints.

The following complaints have been logged in the complaints register since signing up to the group

buying web site as follows:

• Three customers have recently called to redeem their voucher. Customer service officers have

checked the vouchers and found that they are out of date. Customer service officers have

therefore advised customers that as the vouchers are out of date, and they are no longer able to

redeem them. Two of the customers have complained to the Department of Fair Trading that

they are unable to redeem the services paid for. Note that the company’s refund policy on their

web site does not refer to refunds in relation to vouchers.

• Two customers have complained that they had to wait too long to redeem their vouchers for an

introductory clean. This is because in signing up to group buying the demand for services

resulted in delays.

• A customer called to complain that they had called to book an introductory clean, but ware told

that that the voucher only covered one free hour of cleaning and they would have to pay the full

amount, requiring the customer to pay an additional $70.

As Operations Manager, you have been asked to investigate and report on these complex complaints, as

it appears that the company had not investigated these situations prior to signing up with the group

buying web site.

Complete the following activities:

1. Write a complex complaint briefing report.

Your investigation should include an analysis of the legal situation, example cases and

recommendations for how to avoid this situation in the future.

Your briefing report should address:

a. Summary of the issues

b. Analysis of relevant legislation.

c. Issues with use of group buying web sites for businesses, including benefits and

pitfalls.

Crown Institute of Business and Technology Pty Ltd ABN 86 116 018 412 National Provider No: 91371 CRICOS Provider Code: 02870D
North Sydney Campus: 116 Pacific Highway North Sydney NSW 2060 Tel: +612 9955 0488 F 02 9955 3888
Sydney CBD Campus: Level 5, 303 Pitt St Sydney NSW 2000 Tel: +612 8959 6340 F 02 9955 3888
Canberra Campus: Suite 1, Level 4, 40 Cameron Avenue, Belconnen ACT 26 17 Tel: +612 6253 5184

© RTO Works 2019 – BSBCUS501 Assessment 2 v 3.0 Page 3 of 9

d. Recommendations for actions, including response to the customers, as well as

recommendations that can be adopted internally to avoid this situation

reoccurring.

Use the Briefing Report Template to guide your work.

2. Send an email to your assessor.

The text of the email should be in grammatically correct English, written in an

appropriate (polite, business-like) style.

It should introduce and summarise the contents of the attachment.

Attach your briefing report to the email.

3. Take a screen shot of your folder and files.

Ensure that you have an overall folder for your work for this unit, as well as sub

folders if necessary.

All of the documents that you have submitted for this assessment task should be

correctly named and filed.

Folders must be logical and well-organised, and you will be assessed on this.

The screen shot should show all the folders and documents using the naming

conventions as provided in Assessment Task 2.

Crown Institute of Business and Technology Pty Ltd ABN 86 116 018 412 National Provider No: 91371 CRICOS Provider Code: 02870D
North Sydney Campus: 116 Pacific Highway North Sydney NSW 2060 Tel: +612 9955 0488 F 02 9955 3888
Sydney CBD Campus: Level 5, 303 Pitt St Sydney NSW 2000 Tel: +612 8959 6340 F 02 9955 3888
Canberra Campus: Suite 1, Level 4, 40 Cameron Avenue, Belconnen ACT 26 17 Tel: +612 6253 5184

© RTO Works 2019 – BSBCUS501 Assessment 2 v 3.0 Page 4 of 9

Part A Checklist

Did the student:

Completed

successfully Comments

Yes No

Research relevant legislation and example

cases in order to solve complex consumer

complaints?

Identify and report on solutions based on

analysis of legislation and example cases,

including appropriate solutions for

customer, as well as internal solutions?

Manage records effectively by creating

appropriate

folders and storing all files?

Crown Institute of Business and Technology Pty Ltd ABN 86 116 018 412 National Provider No: 91371 CRICOS Provider Code: 02870D
North Sydney Campus: 116 Pacific Highway North Sydney NSW 2060 Tel: +612 9955 0488 F 02 9955 3888
Sydney CBD Campus: Level 5, 303 Pitt St Sydney NSW 2000 Tel: +612 8959 6340 F 02 9955 3888
Canberra Campus: Suite 1, Level 4, 40 Cameron Avenue, Belconnen ACT 26 17 Tel: +612 6253 5184

© RTO Works 2019 – BSBCUS501 Assessment 2 v 3.0 Page 5 of 9

Part B

Task summary

For this assessment task, you are required to develop a customer survey for Ozhouse Clean.

You will then analyse the results, and develop a short report for your team about the results of

the survey, as well as your recommendations for changes to customer services or standards

based on your analysis.

Required
• Computer and Microsoft Office
• Access to the internet for research

Submit

• Email to your assessor with your customer survey attached

• Email to your assessor with your customer survey report attached

Assessment criteria

Students must complete all of the activities listed and will be assessed against the assessment

criteria included in the checklist included with this task.

Re-submission opportunities

If a student submits work that is not satisfactory, the assessor will provide written feedback

explaining why, as well as timelines for resubmission.

Crown Institute of Business and Technology Pty Ltd ABN 86 116 018 412 National Provider No: 91371 CRICOS Provider Code: 02870D
North Sydney Campus: 116 Pacific Highway North Sydney NSW 2060 Tel: +612 9955 0488 F 02 9955 3888
Sydney CBD Campus: Level 5, 303 Pitt St Sydney NSW 2000 Tel: +612 8959 6340 F 02 9955 3888
Canberra Campus: Suite 1, Level 4, 40 Cameron Avenue, Belconnen ACT 26 17 Tel: +612 6253 5184

© RTO Works 2019 – BSBCUS501 Assessment 2 v 3.0 Page 6 of 9

Carefully read the following:

Based on the customer service issues identified as a result of the customer complaints issue, Ozhouse

Clean has decided to be proactive and identify customer needs through use of a customer feedback

survey. As Operations Manager of Ozhouse Clean, you are required to develop the customer survey.

Complete the following activities:

1. Conduct research

Use the internet to research real life customer surveys used by businesses, as well as

how these surveys are administered (e.g. online) and how often.

Identify best practices in customer surveys in regard to questionnaire design and

survey method and frequency. Make notes on your findings

2. Develop a customer survey

Based on the areas identified in the task instructions (i.e. quality of service, ability to

meet timelines, staff performance and cost of services), develop a customer survey.

Your survey should include at least 10 questions.

You may also include rating criteria for customer to rate their responses.

Send the customer survey to your assessor via email. Your email should outline the

purpose of the survey and include your recommendations on how often the survey

should be administered and by what method based on the research you undertook.

You should include a clear rationale for your recommendations.

3. Send an email to your assessor.

The text of the email should be in grammatically correct English, written in an
appropriate (polite, business-like) style.

Your email should outline the purpose of the survey and include your

recommendations on how often the survey should be administered and by what

Crown Institute of Business and Technology Pty Ltd ABN 86 116 018 412 National Provider No: 91371 CRICOS Provider Code: 02870D
North Sydney Campus: 116 Pacific Highway North Sydney NSW 2060 Tel: +612 9955 0488 F 02 9955 3888
Sydney CBD Campus: Level 5, 303 Pitt St Sydney NSW 2000 Tel: +612 8959 6340 F 02 9955 3888
Canberra Campus: Suite 1, Level 4, 40 Cameron Avenue, Belconnen ACT 26 17 Tel: +612 6253 5184

© RTO Works 2019 – BSBCUS501 Assessment 2 v 3.0 Page 7 of 9

method based on the research you undertook. You should include a clear rationale for

your recommendations.

It should introduce and summarise the contents of the attachment and seek their

feedback and approval to move forward with the project.

Attach your Customer Survey to the email.

Carefully read the following:

It is six months later, and a customer survey has been completed by sending out a one-off survey to 300

customers by email.

49 customers responded to the survey and the findings are as follows:

Overall satisfaction with Ozhouse Clean services

26 totally satisfied, 18 somewhat satisfied, 4 dissatisfied and 1 totally dissatisfied

Industry benchmarks show that the average number of customers who indicate that they are

totally satisfied is 42%.

Ease of doing business with Ozhouse Clean

20 totally satisfied, 19 somewhat satisfied, 8 dissatisfied and 2 totally dissatisfied

Industry benchmarks show that the average number of customers who indicate that they are

totally satisfied with ease of business is 47%.

Customers who said they would use Ozhouse Clean Services again are:

42 totally satisfied, 6 somewhat satisfied, 1 dissatisfied and 0 totally dissatisfied

Industry benchmarks show that the average number of customers who indicate that would use

services again is 72%.

Customers who said they would recommend Ozhouse Clean to others

38 totally satisfied, 8 somewhat satisfied, 3 dissatisfied and 0 totally dissatisfied

Industry benchmarks show that the average number of customers who indicate that they would

recommend the company to others is 63%.

Crown Institute of Business and Technology Pty Ltd ABN 86 116 018 412 National Provider No: 91371 CRICOS Provider Code: 02870D
North Sydney Campus: 116 Pacific Highway North Sydney NSW 2060 Tel: +612 9955 0488 F 02 9955 3888
Sydney CBD Campus: Level 5, 303 Pitt St Sydney NSW 2000 Tel: +612 8959 6340 F 02 9955 3888
Canberra Campus: Suite 1, Level 4, 40 Cameron Avenue, Belconnen ACT 26 17 Tel: +612 6253 5184

© RTO Works 2019 – BSBCUS501 Assessment 2 v 3.0 Page 8 of 9

Other comments made in response to question inviting customer suggestions:

• Cleaning staff great, but phone service a bit average

• Customer service staff could do with a bit more knowledge about products sold by the company,

good on services knowledge but not on products

• Optional extras such as ironing would be great as an add-on service.

Complete the following activities:\

4. Write a Customer Survey Report.

Review the scenario information and analyse the results.

Develop a short report (about 1 page) to discuss the results of your analysis.

Your briefing report should include, as a minimum:

• A short introduction outlining where the data is from

• An analysis of the results against industry benchmarks for overall customer

satisfaction, ease of doing business and customer loyalty.

• Your overall analysis of how the company is performing in terms of customer

service.

• Your recommendations based on the customer survey conducted and your

analysis.

Use the Customer Survey Report Template to guide you work.

5. Send an email to your team (your assessor).

The text of the email should be in grammatically correct English, written in an
appropriate (polite, business-like) style.

It should introduce and summarise the contents of the attachment.

Attach your Customer Survey Report to the email.

6. Take a screen shot of your folder and files.

Ensure that you have an overall folder for your work for this unit, as well as sub
folders if necessary.
All of the documents that you have submitted for this assessment task should be
correctly named and filed.
Folders must be logical and well-organised, and you will be assessed on this.
The screen shot should show all the folders and documents using the naming
conventions as provided in Assessment Task 2.

Crown Institute of Business and Technology Pty Ltd ABN 86 116 018 412 National Provider No: 91371 CRICOS Provider Code: 02870D
North Sydney Campus: 116 Pacific Highway North Sydney NSW 2060 Tel: +612 9955 0488 F 02 9955 3888
Sydney CBD Campus: Level 5, 303 Pitt St Sydney NSW 2000 Tel: +612 8959 6340 F 02 9955 3888
Canberra Campus: Suite 1, Level 4, 40 Cameron Avenue, Belconnen ACT 26 17 Tel: +612 6253 5184

© RTO Works 2019 – BSBCUS501 Assessment 2 v 3.0 Page 9 of 9

Assessment Task 5 Checklist

Did the student:
Completed
successfully Comments
Yes No

Develop a customer survey in order to obtain

customer feedback?

Identify areas where customer feedback is needed

and develop questions accordingly?

Identify and use best practice strategies for

customer surveys, including questionnaire design,

method and frequency?

Analyse data from consumer survey and identify

implications for services provided?

Report on the outcome of the customer survey and

give recommendations for future improvement?

Manage records effectively by creating appropriate

folders and storing all files?