\n<\/p>\n

<\/p>\n

Part A \u2013 Case Study: Stocklands
\nInstructions: Read the Stockland Customer Engagement Case Study and answer the
\nfollowing questions about the organisation using your own knowledge.
\n(See Appendix 4 of the workbook for a copy of the case study).
\nUse the internet to further research the organisation:
\nhttp:\/\/stocklandcorporatereporting2014.com.au\/abou…<\/a>
\nAnswer the following questions
\n1. What sort of business is Stocklands? Describe in your own words in one
\nparagraph. (6 marks)
\n2. What is the structure of the organisation? (5 marks)
\n3. Identify the groups within the customer base. (6 marks)
\n4. Explain how Stocklands engages with the customers within the different
\ngroups. (6 marks)
\n5. What are the best methods for setting up contact for each group of
\ncustomers to gain insight into their needs? (5 marks)
\n6. Explain how and why Customer Engagement methods vary across business
\nunits? (6 marks)
\nPart A total: 34 marks
\nPart B \u2013 Scenario
\nWith a belief that a satisfied customer will be more motivated to provide positive
\nfeedback about your organisation, the Stockland\u2019s research team are ready to initiate the
\nnext National Shopper Satisfaction Program.
\nAs a member of the Stockland Shopper Research group, part of your role is to contribute
\nto the development of the survey which will be used to gauge satisfaction of the
\nshoppers.
\n1. Define at least one research objective for your satisfaction audit. (6 marks)
\n2. Develop a survey containing questions which will collect both qualitative and
\nquantitative data for analysis. There should be at least 10 questions. This
\nsurvey will be used to measure the satisfaction of shoppers at Stockland.
\nConsider following and anything else you can think of :
\na. The shopping environment (cleanliness, variety of shops)
\nb. Customer Service of the Stockland staff (cleaners, centre management)
\nc. Availability of services.
\nd. Signage
\ne. Ease of access to the centre (parking)
\n(2 marks each)<\/p>\n<\/div>\n","protected":false},"excerpt":{"rendered":"