Starbuck's: Delivering Customer Service

Starbucks: Delivering Customer Service Christine solar day, Starbucks senior vice president of system in North America, believes recent market research indicates nodes ar not satisfied with Starbucks customer service. To address this concern, she is proposing to endow $40 million to increase store hours in severalize to reduce customer wait quantify. Day believes there is a direct correlational statistics between customer wait clocks and their general satisfaction with service. Starbucks has implemented a secret shopper broadcast in order to spot check stores on their service, cleanliness, growth quality and average wait times. The goal for average customer wait time is 3 minutes. The secret shopper scores for the other(prenominal) 5 quarters pick out shown a negative correlation between customer service and average wait time (exhibit 1). As average customer wait time decreases, the average secret shopper scores increase. In response, Day feels that adding an additional 20 hours to each of the 4500 North American Stores ordain reduce the customers wait time and in turn, increase their overall customer satisfaction scores. Days end exit have the largest feign on the following three major stakeholders: shareholders, employees/partners and customers.

Starbucks shareholders are primarily interested in the curriculums impact on retained earnings and desire term growth. Investing an additional $40 million dollars will reduce the shareholders short term earnings. Investors who were feel forward to larger dividend checks would be disappointed, but investors who were interested in the long term growth of their portfolio may support Days plan if she could show how this investment would positively impact customers loyalty and improve the companys future profit potential. Assuming the partners were looking for additional hours, this plan would be viewed favorably by store baristas and employees. During peak periods of business, they would have another employee to help share the... If you want to get a full essay, order it on our website: Orderessay

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