GROUP ASSIGNMENT

Topic: Evaluating customer service at different stores (banking, consumer electronics,

telecommunication, and retail stores)
Guiding:
1. A group of every 4 students will be allocated to conduct this research in a specific area. The
details of different stores are as following:
a. Banking: BIDV, VCB, Vietinbank, Agribank; ACB, techcombank, SHB, sacombank,
Marintime bank, Eximbank; HSBC, A&Z, Standard & Charter, City bank
b. Consumer electronics: Tran Anh,PICO, HC, Nguyen Kim, Phuc Anh, Gia Long, Dang Khoa,
...
c. Telecommunication: Viettel, Vinaphone, Mobile phone,...
d. Retail store: Big C, Fivi Mart, Hapro, Metro, ...
2. Requirements:
- 10 minutes presentation for each group
- No written report
- All statements and judgments should be based on evidence: pictures, video clips
3. Marking:
- Higher mark for reports with plenty of evidence: picture, video clips
- Higher mark for creativity: entirely up to you to present your work, to organize your
observation at stores, to create form to fill in
4. Suggestion: You may
4.1. Observing smiling at front-line staff. At which stores staff smile to customers more often
than others?
4.2. Serving time: on average, how long does it take to place an order (at consumer electrics),
how long does it take to serve a customer (at bank), how long does it take to finish payment
since getting in waiting line? A table as following might be useful:
Customer
number
Store/branch
(name)
Address Time in Time out Length



4.3. Customer interview: you can conduct interview to explore customer point of view about
their perception on customer service at the store, and ask them to compare customer service
between different stores