Plan out what you are observing as well as allow for independent observation
You may need to make adjustments to the observation form for data observed. You will need to plan out what you are observing as well as allow for independent observation. The information will be a mix of qualitative and quantitative data.
Visit a local establishment of a store, restaurant, or coffee shop, etc. Document the observations that you see in the following areas:
Customer interactions with service/sales staff (time, friendliness, etc.)
You will want to observe for 30 minutes at least and track the following:
Time of service for each customer.
How many customers in 30 minutes.
You will want to take note of customer satisfaction. (label them, according to researcher opinion, into three categories (Happy, Content, Angry)
Environment of establishment (cleanliness, sounds, smells, etc.).
Employee interactions (teamwork, helpfulness, production).
Anything else that you might observe.
In your report:
Summarize your observations in a final 1-2 page report and answer the following questions:
How does this quality approach you observed impact competitive advantages?
What recommendations would you make for improvement based on findings?
Attach the Observation form
Customer interactions with services/sales staff (friendliness, time)
In my observation, I noted that a “service response time” was highly observed in the restaurant. This is the period between when a customer place an order and overall time taken to server them. I noted that the restaurant’s staffs were able to serve their customers in timely manner. This made customers feel valued and appreciated………………………..