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Components such as ability to resolve problems and knowledge on products and services were used to assess overall staff competency. These components were rated satisfactory by over 70% of respondents.
In contrast, 31% and 24% of respondents rated self-automated service and waiting time as satisfactory. This relatively lower percentage of satisfied respondents suggested that these two aspects were possible causes of increasing customer dissatisfaction. This report will analyse in greater detail the causes for customer discontent in these two areas.
Consequently, our report concludes that self-automated service and waiting time should be greatly improved upon...
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