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Seneca College *
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3013
Subject
Marketing
Date
Feb 20, 2024
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docx
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3
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Semester: EPM-
NNNN-N
Part
1
Consider the "Customer" perspective from the coffee shop's balanced scorecard.
From the viewpoint of the customer
1. Number of Customers:
This indicator fundamentally measures the coffee shop's popularity and reach. A more significant
number of customers indicates a more extensive client base, which can favor sales and financial
performance. It also shows how well marketing campaigns are working and how appealing the store is.
As it directly impacts financial success, it is given a high priority. It was given 30% of the total weight to
recognize its significant influence on performance.
2. Customer Satisfaction:
You can assess this statistic using customer satisfaction questionnaires, reviews, and comments. Happy
consumers are likelier to recommend a business to others and are more inclined to become repeat
customers. Having satisfied customers is essential to long-term prosperity. 25% is allocated since happy
customers are more likely to be devoted and help the coffee business make money.
Total Weight: 55% from the customer's point of view
Justification for Weight Assignment
: Because customer happiness and the number of customers
directly influence the coffee shop's financial performance, the customer viewpoint is given a high weight
of 55%. Customers who are happy with the coffee shop will likely patronize it again, refer others to it,
and improve sales and income.
However, the weights are allocated according to how each indicator is thought to affect the coffee
shop's overall success. The weights may change according to the coffee shop's priorities, aims, and
strategy.
Page 1 of 3 © 2022 LAMBTON COLLEGE IN TORONTO
Name: Shivani Timilsina
Student ID No: c0909295
Date: 28-01 2024
Topic: BSC
Semester: EPM-
NNNN-N
PART 2
This MS Excel file contains A Stoplight report covering all four BSC components.
The balanced scorecard's "Customer" perspective is in the red quadrant, which suggests that there is
room for improvement in a few customer performance criteria.
Red Customer Quadrant Explanation:
Number of Customers:
Status: A red status indicates that the quantity of clients is below the intended aim.
Explanation: A few potential causes include poor marketing tactics, low brand recognition, or
problems with customer acquisition methods.
Client satisfaction:
Status: The red or yellow status may be caused by customer satisfaction numbers that are lower
than anticipated.
Explanation: Customer satisfaction may be impacted by communication, service delivery, or
product quality issues.
Gaining back
with Corrective Measures:
Root Cause Analysis: Do a detailed investigation to determine the causes of the poor customer
satisfaction ratings and customer base. Surveys, client comments, and assessments of internal
processes may all be part of this.
Change Request (if necessary):
You should consider submitting a change request to adjust the
project plan if the core causes entail major adjustments to marketing tactics, customer care
procedures, or product offers.
Corrective Actions:
Using the root cause analysis as a guide, create a set of remedial measures.
For instance, if marketing techniques might be more successful, update and improve the
marketing plan. Staff training programs should be implemented if customer service is an issue.
Monitoring and Feedback:
Put the remedial measures into practice and pay close attention to
the updated metrics. To gauge the success of the improvements, get input from internal
stakeholders and customers.
Page 2 of 3 © 2022 LAMBTON COLLEGE IN TORONTO
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