23057156 Bibek Karmacharya Week 6

 Week 6: Client Feedback Analysis

Work Placement Experience

This week centered on evaluating client satisfaction and service quality through the analysis of structured feedback. I worked with over 100 survey responses collected from past clients, focusing on key indicators such as Net Promoter Score (NPS), guide performance, and awareness of sustainability practices.

Using spreadsheets and basic analytics tools, I categorized feedback to identify trends and areas for improvement. I also helped visualize the results in a clear, actionable format to support internal decision-making. This task gave me valuable experience in turning raw data into insights that directly influence marketing and service delivery strategies.

Key tasks included:

  • Analyzing responses from 100+ client surveys using tools like Google Forms and Excel.

  • Focusing on metrics such as:

    • Net Promoter Score (NPS)

    • Sustainability engagement

    • Guide performance and service delivery

Challenges faced:

  • Sorting and standardizing mixed-format feedback entries.

  • Synthesizing both qualitative comments and numerical trends efficiently.

Contribution to the Organization

  • Discovered that clients who experienced community-based interactions reported:

    • 25% higher satisfaction scores

    • Greater appreciation for cultural immersion

  • This insight prompted the marketing team to feature homestays and local festivals more prominently in future campaigns.

Outcome:
Helped align marketing narratives with proven customer satisfaction drivers, enhancing client engagement strategy.

Learning & Application of Theory

  • Applied the SERVQUAL model to assess five dimensions of service quality:

    • Reliability, Assurance, Tangibles, Empathy, and Responsiveness.

  • Integrated Marketing Research techniques from coursework:

    • Survey design evaluation

    • Descriptive analytics

    • Customer sentiment mapping

Critical Analysis & Evaluation

Strengths:

  • Delivered a clear, actionable feedback summary.

  • Structured and analytical reporting gained positive feedback from supervisors.

Areas for improvement:

  • Need to improve speed in interpreting data and identifying insights in large datasets.

  • Aim to build fluency in tools like Google Data Studio for visual reporting.

Reflection:
This week enhanced my analytical and client insight skills. It also showed the value of linking customer feedback directly to service and marketing strategy—a critical feedback loop in experience-driven industries like tourism.

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