American Military University Customer Retention Pareto Chart

Description

To increase customer retention, your company prepares to launch an improvement project. One of the objectives is to improve the internal processes of the customer service department. In this regard, the customers#omplaints were gathered and centralized in the table below.

You were tasked to prepare a Pareto chart and prioritize the complaints. Which are the ones that you suggest being handled first? Prepare a one page white paper justifying your results for the project sponsors. The paper does not need to be in APA format. The paper must be professional, written for executives, with no grammar or spelling errors.

Type of complaint

No. of complaints

Being unable to get through to the company on the phone

123

Not having their phone calls returned by the company

147

Online messages ignored by the company

218

Being incorrectly subject to extra charges

Being given conflicting advice on the phone

128

Rude or unhelpful customer service staff

Being kept waiting for an unreasonable period of time on the phone

247

Repeating the same issue to a different representative

No First Call Resolution

Lack of follow-up

Poor product or service/ new product or feature request

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