Report on Amazon - Customer Satisfaction Report

Customer Satisfaction Report

[pic 1]

Submitted by: Amir Raza Khan 2016-00181

ID: 2016-00181@ac-kuwait.edu.kw

Submission date: 4/16/17

Instructor: Ms. Rita Zsargo

Table of Contents

Executive Summary        3

Introduction        3

Findings        4

Conclusions and recommendations        5

References        6

Executive Summary

This report is conducted by Amir Raza Khan about the customer satisfaction of world known E-commerce website Amazon.com. Amazon.com is used for selling things online which is then delivered to the buyer’s door-step all around the world.

This report is specifically conducted to get the overall customer satisfaction for Amazon.com by conducting a survey, doing a background research, analyzing the survey’s data, developing recommendations.

This report will also include the references used for the background research, this report will enlighten the main findings which were obtained by the survey, then develop some recommendations, and in the last references will be added for all the findings used in this report. This report was created to help the website improve their customer satisfaction services and increase their customer satisfaction.

Introduction

Amazon.com is an E-commerce and cloud computing company which was founded in July 5, 1994, by Jeff Bezos and it is based in Seattle, Washington, United states of America. It is considered to the largest internet based retailer in the world by total sales and market capitalization. Amazon.com surpassed Walmart in 2015 as the most valuable retailer in the United States of America by market capitalization.

Jeff Bezos came up with the name Amazon because it referred to Amazon river which is by far the biggest river in the world and he planned to create his website world’s biggest online store. Today Amazon.com is well known all over the world and is used by millions of users which are both buyers and sellers.

For this report, we conducted 20 surveys from 20 different volunteers, and these surveys were conducted within the college. volunteers for these surveys included colleagues, instructors. All of these volunteers had different opinion but the average from all of them was the same as they all were happy with the customer satisfaction provided by Amazon.com.

Findings

[pic 2]

In the above listed charted we can see that out of 20 volunteers 15 said that the received their products on time and 5 out of 20 said they couldn’t have their product delivered to them on time. While the results are same for the product delivery axis as 15 out of 20 said yes for their product delivered to them and 5 said no they did not got the product delivered to them. In the chart, we can see that 11 out of 20 volunteers said they couldn’t find a desired item on Amazon.com while 9 of them said they did find their desired product on the website. 11 out of 20 volunteers said they are willing to buy a product from Amazon.com which they are not willing to buy from other website or from local stores while 9 of them just said no they won’t buy if they aren’t willing to buy at all. 12 out of 20 said they have seen an advertisement of Amazon.com on internet or social media while 8 said they haven’t seen any kind of advertisement of Amazon.com anywhere.