In: Economics
1. Three research questions :
i) Do you use the product XYZ? If yes, then state for how long you are using this product.
ii) Are you satisfied with the product ? If no, then state the reason.
iii) What kind of complains have been received by the call centres regarding the product?
2.. In order to get answer of the questions a primary survey is required.
The first two questions are for the customers. Past consumers need to be contacted from the company database record to get the answers. These answers will help to understand the reasons for customer dissatisfaction. Data can be collected for these qustion through social media platform.
The third question is for the call centre agents, who have directly interacted with the customers regarding product defects.
These data are mainly descriptive and they are required to be coded after collection.
3. Pros of this approach is these data are detailed and thus help to disgonose the problem effectively.
Data collection through social media is cost effective as well as a large number of sample can be collected within very short period of time.
Cons of this approach is contacting past customers an collecting data are time taking. They may be reluctant to answer questions.