B3 Evaluate the way the organisation meets the needs of all its customers and analyse the complaints procedure

1. Use the questionnaire to give a FULL evaluation of how the needs of all the different types of customers are met. You should produce a mini SWOT analysis for each customer group
2. Analyse the customer complaints procedure - you could produce a full SWOT analysis of the current complaints procedure.
3. Recommend alternative procedures or documentation (word document for people to complete or new style of spreadsheet) which could be used to improve the handling and processing of complaints