In the “Understanding the Voice of the Customer at LaRosa’s Pizzerias” case study found in your textbook, LaRosa’s Pizzerias implemented the Voice of the Customer process to its restaurants design to address customer needs and expectations and ultimately allowed the restaurant chain to gain significant market share.
Answer the following:
- Develop a customer satisfaction survey of eight questions. The questions must be relevant to the case study that the project team would use to solicit appropriate responses on the restaurant design concept from current and potential customers both inside and outside the restaurant’s current market area. Explain your rationale for each question selected.
- Evaluate the two critical to quality (CTQ) performance characteristics for each survey question and discuss the reason they are important to customer satisfaction.
- Examine the customer profile (age, lifestyle, etc.) that the restaurant is targeting based on the customer requirements that LaRosa’s has identified and considered as the design concept the restaurant has adopted.
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