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Final Year Project: Customer Satisfaction

SystemPrepared by : Lim Ze Qi & Sherlyn Khaw

Supervised by: Mr. Chan Tse WeiAPRIL 2015 SESSION

DIPLOMA IN ELECTRICAL AND ELECTRONIC ENGINEERINGINTI INTERNATIONAL COLLEGE PENANG

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IntroductionCustomer satisfaction is crucial for business owners because it is a metric to manage and improve their business. Feedback from customers grant an insight to business owners to understand the areas that is satisfactory or needs improvement.

Nowadays, business owners would use the following to conduct surveys:

• Paper printed questionnaires

• WebsitesTedious data management

Survey fraud

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Problem IdentificationCustomer satisfaction is the best indicator of how likely a customer will make a purchase in the future.

Companies who offer amazing customer experience and have high customer ratings would have:

• High customer lifetime value

• Low negative word of mouth

• More new customers

71% of nearly 200 senior marketing managers responded that customer satisfaction metric is very useful in monitoring their business. High customer satisfaction increases customer retention and leads to customer repurchase behavior which ultimately increases revenue.

 Source: Marketing Metrics: The Definitive Guide to Measuring Marketing

Performance by Paul W. Farris

Why Customer Satisfaction is Important, clientheartbeat.com

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Problem Identification• Following are the two common methods surveys are conducted:

Methods Pros Cons

Paper-printed Questionnaires

Easy and on-the-spot feedback from customers

Easy to implement Presence of interviewer

Tedious and time consuming to tabulate and handle the data

Web-based Surveys

Ease of data gathering Minimal costs

Technology restriction Survey fraud - Survey completed by

non-targeted audience/non-customers

Response rate depends on willingness of customer to complete the survey because it is time consuming.

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Objective• To produce an easier and simpler method for the business owner

to collect customer ratings with lower chance of online survey fraud and online survey spam because it is 100% conducted in this premise.

• To develop an interactive product that prioritize simplicity for the ease for the customers to share their ratings with so response rate would increase as compared to paper-oriented questionnaires.

• To display ratings on 7-segment displays either for the use of the business owner to understand customer satisfaction or as a marketing tool for publication.

• To develop a system to generate statistics and graphs from the customer ratings received so that business owner can have a better in-depth view of the performance.

• To create a cheaper solution than to use a touchscreen.

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Technical ApproachCustomer Satisfaction System comprises of two main parts which is the survey conducting system and rating monitoring system.

To complete the design of Customer Satisfaction System, the following technical approaches are taken:

• Design the rating board (aka survey conducting system)

• Design the central unit of rating monitoring system

• Design the 7-segment display board (six 2.3” 7-segment displays)

• Develop a C# application along with MySQL database to process, generate and display statistics and graphs on a PC

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Block Diagram

RX pin of UART module

PIC18F26K22

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5

PORTA[0…7] PORTC6PORTC[1…5] PORTC7RF

Transceiver

7-segment display board

 

TX pin of UART module

6Rating entry

circuit (switches)

Resistor + LEDPIC18F26K22

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5

RF INT

PORTA[1…5] PORTB[2…7]PORTC[1…5] PORTA0PORTB0

RF Transceiver

7-segment display circuit

Block diagram of rating boards

Block diagram of central unit

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Project IllustrationCustomer Satisfaction System is proposed.

Rating board x3

7-segment display board

C# Application for Data Analysis

Central Unit

Radio signals

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Technical Approach (Rating board)Rating Entry Circuit

Master ON_OFF

Rate 1-5

LED – Indication of error statuses

Male pin header – connects to the control unit circuit

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Technical Approach (Rating board)

7-segment display circuit

3x 0.36” 7-segment displays – show ratings chosen by user

Shift register – save up on microcontroller I/O ports

Male pin header – connects to the control unit circuit

Method

Number of microcontr

oller I/O ports

neededDirect

connection to microcontroller

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Using 7448 decoder 12

Using shift register 5

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Technical Approach (Rating board)Control unit circuit

9V Battery holder

Female pin header – connects to 7-segment display circuit

PIC18F26K22 – microcontroller

ICSP (in-circuit serial programming) pins – Allows reprogramming

RF transceiver module – allows transmission of data to the central unit board wirelessly

3.3V voltage regulator – cater for RF transceiver module

5V voltage regulator – cater for microcontroller

Female pin header – connects to rating entry circuit

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Technical Approach (Central Unit)The central unit collects data from the rating boards wirelessly via RF and then transfers them to a C# application for data processing and analyzing via a UART module. The average of the rating of the three aspects would be displayed on the 7-segment display board.

C# Application to display

analyzed data Central unit of the rating monitoring

system

7-segment display board

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Technical Approach (Central Unit)

UART Module – send and receive data from the computer

ICSP pins – Allows reprogramming

Male pin header – connects to the 7-segment display board

3.3V voltage regulator – cater for RF transceiver module

PIC18F26K22 – microcontroller

RF Transceiver module – allows collection of data from rating boards wirelessly

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Technical Approach (Central Unit)

ULN2803A – Darlington Transistor Array acts as current driver and supports 8V inputs

Shift Registers7-segment holders – to save PCB space

DC Jack – 9v Adapter

90 degree male pin header – connects to the central unit board through a ribbon cable

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Technical Approach (Central Unit)• C# program login page

• Loading bar

• Invalid login enforcement

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Technical Approach (Central Unit)• C# program data analysis

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FeaturesRating board features:• Double press MASTER ON_OFF to reset/ turn off rating board

• Multiple switch entry rejection

• Auto turn off after idling for approximately 1 minute

• Turn off rating board if unsuccessful RF transmission of ratings

C# program features:• Generate and display statistics and graphs on PC

• Uses MySQL database – remote server

• View overall ratings of different aspects

• View overall ratings for the past 30 minutes

• Calculate number of customers for a day that has rated

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Technical Approach (Central Unit)• Database created in MySQL

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Limitation• The rating boards cannot be placed too far from the central unit. The

signal is stronger within 5m in range with thin walls as obstacles.

• The rating board is unable to detect whether ratings has been sent by the same customer. It does not have a one-customer one-rating ability

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Future implementation / Recommendation

• Battery Monitoring System• To know when the rating board needs a change of battery

• Extra features like bill and order buttons• Extra features alongside with collecting customer ratings

• One rating per customer enforcement• Enforce and limit the customer from re-rating for collection of more

accurate data

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ConclusionThis Customer Satisfaction System would bring ease to a food and beverage business owner when it comes to collecting customer ratings from the correct target market.

This system is completed according to what is proposedSimple and easy for customer useCollect data with ease7-segment display board displays overall ratingsC# program generates statistics and graphsWireless communicationAdded feature – Store customer ratings in database