这个JJ作文AA怎么下手？

Xiaotongdi

[V2] 一个customer service department manager的report:

从六个月前开始，有一个Cafe在每一个receipt上面都印了一个website address，是一个customer feedback page。所以每一个顾客都不难找到。到现在为止，该公司只收到一百多条complaints和不到一百条suggestions，而从有feedback page到现在该公司一共卖了三万杯coffee drink（总之是很大的一个数）。因此可以assume that顾客对这个公司的产品和服务fully satisfied，不需要改进提升之类。

zy352414882

这个有点深度啊。。。

Xiaotongdi

i got it! thanks so much!

linyuanlyn

个人见解。。。
这个manager犯了gratuitous assumption和insufficient data

he assumed that all consumers that bought coffee from their outlet actually got their receipts, saw the website and understood that it was for feedback, had internet access, and figured that it is worth their time to make suggestion/complaint about the service. This survey is dominantly dependent on consumers' subjective initiative, which could obscure the problems underneath.
This survey method posts high threshold for customers to make suggestions, for instance, keeping the receipt for reference,  key-in of website by hand, etc. Considering human nature, it is only when the experience is exceptionally bad or good that people will take the trouble to proactively give feedback.  Therefore, it is reasonable to say taht the percentage of 'fully satisfacted customers' is only a subclass of those who 'do not complain', the latter of which actually comprises of such consumer groups as 'their problems are not worth my time complaining' and 'I can live with the problems'. Therefore, the around 1.5% complain rate in fact cannot be deemed an ease to the management level, if not the other way round. Statistically, the underneath problem should be much more severe in light of the iceberg principle.
Second, solely depending on this one method of customer survey does not generate enough data to make any conclusion. The company should take a more proactive approach to get feedback, for example, using incentives like free coupons for participating customers or face-to-face surveying, to get more data and reveal as large part of the iceberg as possible.

有点长阿……希望有帮助