Chapter-1

Background of the Study

1
1.1 Introduction
Everybody has to be an expert in his field in both practical knowledge and theoretical
knowledge. As IIUC aims to build future magnates with theoretical knowledge as well as
practical knowledge of the economic field of our country, the internship course and its
report are significant aspects in the direction of accomplishing the goal. It is a systematic
process for gathering, recording, and analyzing data about the topic that a student goes to
learn in the program.

This internship program aims to connect practical knowledge with theoretical aspects.
Being a student of BBA with a major in Marketing, I have completed my internship at
Crazy Graph CO., Khulshi, Habib Lane, Chittagong, and the topic is "Analysis of
Customer Satisfaction” A Study on Crazy Graph Co.

Crazy Graph Co. is a sister Company OF Webermelon.

Customer satisfaction is a key factor in business growth, especially in the IT sector,
where service quality and client relationships play a crucial role. This report examines the
customer satisfaction level at Crazy Graph Co. and provides recommendations to enhance
client experience and retention.

In the modern digital era, Customer Relationship Management (CRM) has emerged as a
central pillar in managing organizational interactions with both existing and potential
clients. It encompasses a wide range of practices, technologies, and strategies that
companies use to analyze customer interactions and data throughout the customer
lifecycle. For companies like Crazy Graph Co., a dynamic and creative IT agency
offering customized digital solutions, CRM is not just a support function—it is a strategic
asset that directly influences customer loyalty, retention, and long-term growth.

Crazy Graph Co. operates in a highly competitive environment where quality service,
timely delivery, and effective communication are non-negotiable. Since IT services are
experience-based and intangible, the perception of value often depends heavily on how
well clients feel understood, valued, and supported throughout the service process.

This report investigates how Crazy Graph Co. manages its client relationships, analyzes
the effectiveness of its customer service strategies, and assesses client satisfaction across
various service verticals. By combining survey insights, employee perspectives, and
operational observations, the study aims to provide a 360-degree view of how CRM
impacts the company's performance and future opportunities.

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1.2. Objectives of the Study
The main objective of this study is to analyze the customer satisfaction on service quality
at Crazy Graph Co.

Some of them are mentioned below:

 To analyze the current level of customer satisfaction on Crazy Graph Co.'s

services through the dimensions like reliability, responsiveness, assurance,
empathy and tangibility.
 To know the findings and to recommend some suggestions.

1.3 Methodology of the Study

This study follows a qualitative and quantitative mixed-methods approach, combining
both primary and secondary data sources to draw comprehensive conclusions.

1.3.1 Primary Data Collection

Primary data was gathered directly from the source to ensure authenticity and real-world
insights. The following methods were used:

1. Structured Questionnaire: A well-designed questionnaire was administered to 50

clients, That has been randomly chosen, asking them to evaluate service quality,
communication, timelines, and support.

2. Employee Conversations: Informal face-to-face conversations were held with

software developers, designers, and support staff to assess how they perceive and
handle client interactions.

3. Observation: During the internship period, real-time observation of the Sales and
Marketing Department offered insights into email communications, client follow-
ups, proposal processes, and meeting culture.

3
1.3.2 Secondary Data Collection
Secondary data was collected to understand the historical and strategic backdrop of CRM
practices. These included:

1. Internal Records: Project delivery timelines, client feedback forms, and revision
logs.

2. Marketing Collaterals: Service brochures, campaign documents, and proposal

templates.

3. Company Website: Analysis of online service descriptions, client testimonials,

and case studies.

4. HR Files: Employee training documents and internal communication protocols

related to customer handling.

1.4. Scope of the Study

The study primarily revolves around evaluating client experiences and satisfaction with
the following core services:

 Software Design and Development: Tailored digital platforms and business

automation tools.

 Website Design and Development: User-centric, responsive web solutions.

 Search Engine Optimization (SEO): Techniques for increasing client visibility and
ranking on search engines.

In addition, this study also covers employee perceptions of client handling and customer
service delivery processes, aiming to find a link between internal operations and external
satisfaction.

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1.5. Limitations of the Study
Despite comprehensive efforts, certain limitations constrained the depth of this research:

 Time Constraint: The three-month internship period limited longitudinal data

collection and restricted the ability to track ongoing client relationships.

 Limited Client Feedback: 50 clients were surveyed. While insightful, this sample
may not fully represent the company’s broader client base.

 Confidentiality Barriers: Some clients were unwilling to disclose detailed

information or critical feedback, citing confidentiality agreements.

 Internal Access Restrictions: Certain documents and CRM software data were not
accessible due to company policy, making it difficult to assess the full
technological infrastructure.

5
 Chapter-Two:
Organizational overview

6
2.1 Company Profile (As of 1 March, 2018)

CrazyGraph CO. (A sister concern Group of

Trade Name
Webermelon)

CrazyGraph Limited 71-75 Shelton Street, Covent Garden

Head Office London WC2H 9JQ
United Kingdom

51/A, TahRub Tower, 3 Jakir Hussain Road, South Khulshi,

Branch Offices
Chittagong

Established March, 2023

Paid-In Capital 5,00,00,000 BDT (Approximately)

Global based Software Development, Website Development,

Main activities Digital Marketing, Search engine Optimization, Social
media management, Graphic Design.

Number of
31
Employees

Number of Client Served 52 Agency

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2.2. Company Overview: Crazy Graph Co.
CrazyGraph is a digital marketing agency with offices in both Bangladesh and the United
Kingdom. Their Bangladesh office is located at 51/A, Tah Rub Tower, 3 Jakir Hussain
Road, South Khulshi, Chittagong, while their UK address is CrazyGraph Limited, 71-75
Shelton Street, Covent Garden, London WC2H 9JQ.

Crazy Graph Co. is a rapidly growing digital solutions agency known for its innovative
approach to software development and creative services. Based in Dhaka, Bangladesh,
the company has positioned itself as a dependable partner for clients seeking scalable,
customized, and impactful IT solutions.

The company maintains a client-first approach, emphasizing transparency, timely

delivery, and continuous improvement. With a small yet dynamic team, Crazy Graph
thrives on agility, creativity, and technological adaptability.

The agency offers a comprehensive range of services aimed at enhancing clients' online
presence and marketing effectiveness. Their core services include:

 Social Media Marketing (SMM): This encompasses social media design,

content strategy and planning, content writing, meme marketing, and guest
management.

 Digital Media Buying: Services under this category involve managing

advertising campaigns across various platforms, including Facebook Ads (Meta),
Instagram Ads (Meta), LinkedIn Ads, Google Ads, and Twitter (X) Ads.

 Search Engine Optimization (SEO): Their SEO services cover keyword

research and optimization, on-page SEO, technical SEO, off-page SEO (backlink
building), and SEO analytics and reporting.

Over the past tow years, CrazyGraph has completed more than 50 projects for over 31
clients across 25 countries.

Client testimonials reflect positive experiences with CrazyGraph's services. For instance,
Eric Zuley, Founder of eZWay Network, praised the team for their exceptional work in
developing a comprehensive mobile app and versatile platform for marketing, events, and
podcasts.

However, it's important to note that online reviews are limited. A Trustpilot page for
CrazyGraph lists only three reviews, all of which are positive, resulting in a 4.0 out of 5
rating.

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In summary, CrazyGraph positions itself as a dynamic digital marketing agency offering
a broad spectrum of services. While client testimonials on their website are favorable, the
limited number of external reviews suggests that potential clients should conduct
thorough due diligence when considering their services.

2.3. Mission
At CrazyGraph Co., our mission is to empower businesses by serving as their trusted
remote marketing partner. We take the burden of digital marketing off our clients'
shoulders—handling their social media management, SEO, and online growth strategies
—so they can focus on what truly matters: running and scaling their businesses.

Through creative solutions, data-driven strategies, and relentless execution, we help

brands build a strong digital presence, engage their audience, and achieve measurable
results. Our commitment is to deliver reliable, transparent, and results-focused marketing
support, ensuring our clients’ success is always at the heart of what we do.

Let us handle the marketing. You focus on growing your business.

2.4. Vision
CrazyGraph aims to alleviate the challenges businesses face in creating, planning, and
managing marketing materials by serving as a dedicated remote marketing team. Their
mission is to reduce clients' marketing stress by offering services such as social media
marketing, digital media buying, and search engine optimization. They emphasize their
commitment to being available at all times to meet clients' marketing needs.

2.5. Services
 Social Media Marketing
 Search Engine Optimization
 Digital Marketing
 Website Design & Development
 App Design and Development
 Graphic Design

2.6 Crazygraph’s Values

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This is being done to pass on the values that make up the essential character of
Crazygraph, formed throughout our 5-year history, as well as to instill the outlook and
approach that we need to achieve our “Crazygraph mission Statement.”

Integrity - Be respectful and considerate to your customers and colleagues. Stay warm,
cordial, courteous, and caring.

Innovation - Continually think of new ideas for improvement, even when conditions
appear satisfactory. Remain open to betterment.

Intensity - Carry through with and accomplish your tasks. Never give up. Overcome
challenges. Remain Motivated.

2.7 Documentation and Customer Service at Crazy Graph Co.

At Crazy Graph Co., we believe that efficient documentation and responsive customer
service form the backbone of a successful client relationship. This function is crucial for
maintaining transparency, streamlining our internal workflows, and ensuring that all
client interactions are properly recorded and managed from project initiation to final
delivery.

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Our Documentation and Client Service Responsibilities Include:
Issuing Project Briefs and Contracts:

Once a project is confirmed, a detailed project brief and formal service agreement are
issued. This outlines the scope, deliverables, timelines, and mutual responsibilities. These
documents serve three essential functions: a formal agreement, a roadmap for the team,
and a binding service commitment to the client.

Project Onboarding Confirmation:

Clients receive a customized onboarding package via email, which includes project
timelines, designated team members, communication channels, and access credentials (if
applicable). Key details such as the project reference number, platform login, and
scheduled milestone reviews, are also shared.

Ongoing Client Support and Queries:

Our support team remains accessible throughout the project lifecycle. Whether it's
progress updates, design revisions, or clarifying deliverables, we respond to all client
inquiries promptly, ensuring a seamless service experience.

How the Documentation Process Works at Crazy Graph Co.

The documentation process begins as soon as a new client confirms their booking for any
of our services—be it content writing, digital marketing, outreach campaigns, or video
editing. Here’s how it typically unfolds:

Client Submission

Clients share their brand guidelines, content materials, campaign goals, and creative
assets. This helps us better understand the scope and style expectations.

Internal Input and System Entry

All relevant data—client name, project type, scope of work, deadlines, and media assets
—are entered into our internal system to generate project documentation.

Draft Review and Verification

A draft project brief is prepared and sent to the client for review and confirmation. This
ensures that all expectations are aligned before work begins.

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Approval and Confirmation

Once the client approves the project draft, we finalize the documentation and begin
project execution. A project kickoff confirmation is then sent, along with relevant
tracking or access details.

Why Documentation Matters:

Operational Clarity:

Clear records help our team stay on track, avoid miscommunication, and ensure smooth
handoffs between creative, marketing, and outreach specialists.

Audit-Readiness:

For internal quality checks or external audits, our documentation provides a complete and
accurate history of each project, including briefs, feedback cycles, and final outcomes.

Enhanced Client Satisfaction:

When information is recorded correctly and communication is clear, clients receive

timely deliverables and have confidence in the process—no delays, no surprises.

Summary of Our Service Workflow

1. The client confirms service and scope with Crazy Graph Co.

2. A detailed project brief and agreement are shared.

3. The client approves the brief after reviewing the goals and timelines.

4. The team initiates the project and keeps documentation updated throughout.

5. The client receives regular updates, feedback is implemented, and deliverables are
provided.

6. Upon completion, all final assets and reports are submitted along with a closure
note.

At Crazy Graph Co., they don’t just deliver creative work, they build trusted relationships
through precision, transparency, and top-tier service. Our documentation and customer
support framework ensure that every client experience is as smooth as the visuals we
craft.

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2.8 SWOT Analysis of CrazyGraph Co.
During my internship at CrazyGraph Co., I had the opportunity to observe the company’s
operations closely. Based on my experience and research, I conducted a SWOT Analysis
to evaluate the company’s strengths, weaknesses, opportunities, and threats. This analysis
helped me understand how CrazyGraph positions itself in the competitive graphic design
and printing industry.

Strengths: What CrazyGraph Does Well

Creative and Unique Designs: CrazyGraph stands out because of its innovative and
customized design solutions. Clients often appreciate the fresh and creative approach,
especially for branding and promotional materials.

Strong Customer Relationships: The company maintains good rapport with clients,
offering personalized service and quick responses to requests. Many customers return
because of the reliable and friendly interaction.

Quality Printing and Materials: The use of high-quality printing technology and
premium materials ensures that the final products meet (and often exceed) client
expectations.

Flexible and Fast Service: Compared to larger competitors, CrazyGraph is agile,

providing quicker turnaround times for urgent orders.

Skilled Team: The designers and production staff are talented and passionate about their
work, which reflects in the output.

Weaknesses: Areas for Improvement

Small Team, High Workload – During peak seasons, the team gets stretched thin,
leading to occasional delays or stress. Hiring temporary staff or interns (like me!) could
help.

Pricing Challenges: Some clients compare CrazyGraph’s prices with cheaper online
printers, making it hard to compete on cost alone. They don't think about the quality of
services. So, depending on these thoughts, the price may be segmented based on the
service category & it should be mentioned as a starter price.

Limited Product Range: While the company excels in certain areas (e.g., business cards,
banners), expanding into related services (e.g., packaging, digital designs) could bring in
more revenue.

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Opportunities: Potential Growth Areas
E-Commerce and Online Orders: Many customers now prefer ordering online.
Developing a smoother digital ordering system could boost sales.

Corporate and Bulk Orders: Partnering with businesses for regular branding needs
(office stationery, event merchandise) could ensure a steady income.

Social Media Marketing: Platforms like Instagram and Pinterest are perfect for
showcasing creative work. More active engagement could bring in younger customers.

Workshops and Collaborations: Hosting design workshops or collaborating with local

artists could enhance brand visibility and community engagement.

Threats: External Challenges

Technology Changes: If design software becomes more user-friendly, some clients

might opt for DIY solutions instead of hiring professionals.

Customer Loyalty: In a competitive market, retaining clients requires constant

innovation and excellent service—any slip-up could lead to losing business.

Conclusion & Recommendations:

CrazyGraph Co. has a strong foundation due to its creative quality, customer service, and
skilled team. However, to grow further, it should focus on:

✔ Improving digital presence (better website, social media marketing).

✔ Building partnerships with local businesses for recurring orders.

As an intern, I’ve seen firsthand how much potential CrazyGraph has. With a few
strategic changes, it could compete even more effectively in the market.

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 Chapter-3
Theoretical aspects of
customer satisfaction

15
3.1 Introduction
At the heart of every successful business lies a strong focus on customer service and
customer satisfaction. For service-oriented organizations like Crazy Graph Co., where
client relationships are built over extended projects and digital collaboration, delivering
exceptional service consistently is not just beneficial it’s essential.

This chapter outlines the fundamental concepts of customer service, the role of a CRM
system, and the significance of customer satisfaction in maintaining long-term client
relationships.

3.1.1 What is Customer Service?

Customer service refers to the direct interaction between a company’s employees and its
customers before, during, and after the delivery of a product or service. It plays a crucial
role in shaping how clients perceive a brand and whether they choose to continue
working with that business.

 In a broader sense, customer service includes:

 Guiding clients through the company’s offerings.
 Resolving issues or concerns during a project lifecycle.
 Providing after-sales support to ensure continued satisfaction.
At Crazy Graph Co., customer service goes beyond technical delivery—it involves
understanding client needs, offering creative suggestions, and ensuring that their
expectations are not only met but exceeded. The company maintains a customer desk,
support team, and project managers who act as touchpoints throughout the client journey.

3.1.2 What is a CRM System?

A Customer Relationship Management (CRM) system is a technological tool or software
platform used to manage all of a company’s interactions with current and potential
customers. It helps streamline communication, improve service delivery, and build
stronger customer relationships through organized data management.

For a CRM system to be effective, companies need to follow four fundamental steps:

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Set Clear Objectives:

Define what the CRM system should accomplish—whether it's improving response time,
increasing client retention, or managing leads more effectively.

Strategic Planning:

Develop a realistic and actionable roadmap for how the CRM will be integrated into daily
operations. This may involve defining roles, touchpoints, and workflows.

Select Appropriate CRM Software:

Choose a CRM platform (e.g., HubSpot, Zoho, Salesforce) that aligns with the
company’s size, industry, and customer engagement model. At Crazy Graph Co., even
tools like Google Sheets and Trello can act as informal CRM systems.

Ongoing Evaluation and Training:

Regularly assess the effectiveness of the CRM strategy. Gather team feedback, review
performance metrics, and adjust features or protocols to fit evolving client demands.

By implementing even a basic CRM process, Crazy Graph Co. can ensure continuity in
customer communications, efficient task tracking, and personalized client service
resulting in higher satisfaction.

3.1.3 What is Customer Satisfaction?

Customer satisfaction is a measure of how well a company’s products or services meet or
exceed client expectations. It reflects how happy and content a customer feels after
interacting with a business.

Key dimensions of customer satisfaction include:

 Professionalism: Are the staff polite and respectful?

 Knowledge: Do employees demonstrate expertise and confidence?
 Efficiency: Are customer needs addressed promptly?
 Value: Does the service feel worth the money invested?

In Crazy Graph Co.’s context, satisfaction can stem from the effectiveness of the
delivered software, the quality of a designed website, or the impact of an SEO campaign.
However, it also depends on how quickly client queries are answered, how transparently
project updates are shared, and how problems are resolved when things go wrong.

3.1.4 Why is Customer Satisfaction Important?

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Ensuring customer satisfaction isn’t just a courtesy—it’s a strategic necessity. A satisfied
customer is more likely to become a repeat buyer, a brand advocate, and a source of
referrals. Here are six reasons why customer satisfaction is critical to Crazy Graph Co.'s
long-term success:

Predicts Repeat Business and Loyalty:

Satisfied clients are more likely to return for future services, such as redesigns, app
upgrades, or new SEO campaigns.

Creates a Competitive Advantage:

In a market crowded with similar service providers, a reputation for great customer
satisfaction can set Crazy Graph Co. apart.

Reduces Customer Churn:

When customers are satisfied, they are less likely to leave or switch to a competitor—
even if minor issues arise.

Increases Customer Lifetime Value (CLV):

The more a client stays engaged over time, the more value they bring through repeated
purchases and referrals.

Minimizes Negative Publicity:

Unsatisfied customers often express their frustrations publicly. Satisfied clients, on the
other hand, share positive experiences online and through word of mouth.

Cuts Down on Acquisition Costs:

Retaining an existing client is significantly more cost-effective than acquiring a new one.
Happy clients often come back—and bring others with them.

3.2. The Five Dimensions of Service Quality to Measure Customer

Satisfaction:

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There are five major factors identified by the experts that are essential to ensure the
quality of better service that will lift the level of satisfaction. They are reliability,
responsiveness, assurance, empathy, and tangibles. These five factors determine the
quality of interaction between customer and provider, the quality of physical environment
quality and outcome quality of the service, which leads to the overall service to the
position of excellence of quality.

Reliability:
Reliability refers to the organization’s ability to consistently perform the promised
services with accuracy and dependability. It is the foundation of customer trust, as clients
expect services to be delivered as assured, without errors or delays. A reliable service
provider builds a strong reputation by consistently meeting customer expectations and
fulfilling commitments. Any deviation from promised service can lead to dissatisfaction
and loss of credibility, which makes reliability a crucial component of service quality.

Responsiveness:
Responsiveness indicates the willingness and readiness of employees to assist customers
and provide prompt service. It reflects how quickly and effectively a company addresses
customer inquiries, issues, or requests. Customers place high value on responsiveness, as
it shows the company's commitment to their needs and satisfaction. High responsiveness
includes swift problem resolution, timely communication, and being available when
customers require support. This attribute significantly shapes customers’ overall
perception of the service quality.

Assurance:
Assurance encompasses the knowledge, competence, courtesy, and credibility of
employees, along with their ability to instill confidence and trust in customers. It
reassures clients that the service will be delivered accurately and in a timely manner.
When employees demonstrate professionalism, confidence, and skill, customers are more
likely to feel secure and develop long-term loyalty. Failure to deliver on assurances can
break customer trust and drive them to seek alternatives, making assurance a critical
factor in service evaluation.

Empathy:
Empathy involves providing personalized attention and care to customers. It means
understanding the unique needs, emotions, and expectations of each client, and
responding to them with sensitivity. Employees who show empathy make customers feel

19
valued and respected, thereby enhancing their overall experience. In a competitive
environment, companies that treat customers as individuals—rather than just transactions
—tend to stand out. Empathy fosters deeper customer relationships and contributes
significantly to perceived service quality.

Tangibles:
Tangibles are the visible and physical aspects of the service environment that influence
customers’ perceptions. This includes the appearance of facilities, staff uniforms,
equipment, interior design, seating arrangements, lighting, room temperature, cleanliness,
and even fragrance. Tangibles help form the first impression and set expectations for the
quality of the service. A well-maintained and aesthetically pleasing environment can
enhance customer satisfaction, while poor physical conditions may negatively impact the
overall experience, regardless of how good the actual service is.

3.3. Sample Design

The population designed for this analysis was held to the Customers of CrazyGraph. The
analysis was based on a survey of the customer of CrazyGraph. Simple random sampling
techniques were applied for drawing the sample. The sample size was 50 customers.

3.4. Methodology of the Survey

After getting all the data from the survey, service quality dimensions were used to explain
it and to accomplish one of my objectives. To understand the survey easily I have
explained it by using table. I have also showed graphical presentation. The five
dimensions of the service quality were explained separately using by separate table and
graph.

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 Chapter - Four:
Analysis of Service Quality
Dimension

4.1 Analysis of survey data:

Questionnaire is made based on some variables that have directly or indirectly influence
on the customer satisfaction level. For example, brand name, documentation process,

21
office outlook, employee behavior with customer, fees and documentation charge taken to
provide services, promotional activities, modern and update technology, error free
records, feel safe by making transaction, office environment, problem solving skills of
employees and average time taken by the employee to give service to its customer.
Analysis of survey data is given bellow-

4.2. Demographic Analysis

4.2.1. Gender
Gender Frequency Percentage
Male 47 94%
Female 3 6%
Total 50 100%

Gender

6% Male
Female

94%

Analysis: The survey has been conducted over 50 clients where 47 (94%) clients were
male and only 3 (6%) were female.

4.2.2. Age
Age Frequency Percentage
21-30 8 16%

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31-40 23 46%
41-50+ 10 20%
51+ 9 18%
Total 50 100%

Ages

18% 16%
21-30
31-40
20% 41-50+

46%

Analysis: The survey has been conducted among 50 clients where 8 (16%) age was 21
TO 30. And a maximum number of clients were 31 to 40, the number of the clients is 23
(46%). 10 clients was from [Link] last 9 of the clients 18% were above 51+.

4.2.3. Occupation

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Occupation Frequency Percentage
Service Holder 11 22%
Business 23 46%
Others 16 32%
Total 50 100%

Occupation

22%
32% Service holder
Business
Others

46%

Analysis: Among the survey between 50 clients of CrazyGraph, around 22% of the
clients are service holder and a majority of the clients owns a business. the ratio of the
business owner clients is 46%. And the rest of 32% do have other occupation.

Reliability

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 1. When the employees promise to do documentation process by certain time
they do so:

Response Frequency Percentage

Highly satisfied 5 10%
Satisfied 25 50%
Neutral 7 14%
Dissatisfied 5 10%
Highly dissatisfied 8 16%
Total 50 100
Source: Online Survey

Documentation process by promise time

Highly satisfied

10% Satisfied
16%
Neutral
10%
Dissatisfied
14% 50% Highly dissatisfied

Interpretation: A company’s success depends on a good documentation process, but we

see that from the survey, 50% of the customers are satisfied with the promise time of
documentation process of the company, only 10% customers are Highly satisfied with the
services.

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 2. When you have a problem, they show a sincere interest in solving it:

Response Frequency Percentage

Highly satisfied 20 40%
Satisfied 18 36%
Neutral 8 16%
Dissatisfied 2 4%
Highly dissatisfied 2 4%
Total 50 100

SHow a sincere interest to solve

4%

4%
16% Highly dissatisfied
40% Dissatisfied
Neutral
Satisfied
Highly satisfied
36%

Interpretation: From the above graph we see that about 40% customers are highly
satisfied and 36% are satisfied with the sincere interest of their employees to solve any
problem, where 4% customers are dissatisfied.

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Responsiveness
1. Waiting time to get service at CrazyGraph CO.:

Response Frequency Percentage

Highly satisfied 12 24%
Satisfied 30 60%
Neutral 1 2%
Dissatisfied 5 10%
Highly dissatisfied 2 4%
Total 50 100

Waiting Time to get Service

4% Highly satisfied
24% 10%
2% Satisfied
Neutral
Dissatisfied
Highly dissatisfied
60%

Interpretation: Average time of waiting to get a service from the liner company is also
important factor to be satisfied by the service from the company. If the waiting time is
longer, then customer will obviously be dissatisfied by the performance of the employee
of the company. Here we can see that 30 customer out of 50 which is 60% saying that
“satisfied” indicate that waiting time to get a service is enough satisfactory.

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 2. Employees of CrazyGraph is never too busy to customer’s request:

Response Frequency Percentage

Highly satisfied 8 16%
Satisfied 22 44%
Neutral 15 30%
Dissatisfied 2 4%
Highly dissatisfied 3 6%
Total 50 100

Employees of CrazyGraph is never too busy to

customer’s request

6%
Highly dissatisfied
16% 4% Dissatisfied
Neutral
30% Satisfied
Highly satisfied
44%

Interpretation:
Timely responsiveness is a vital aspect of quality customer service. According to the
survey, a majority of respondents 60% (44% satisfied and 16% highly satisfied) agreed
that the employees of Crazy Graph Co. are attentive and available when customers reach
out. This reflects positively on the company’s client service culture and responsiveness.
While 30% of respondents remained neutral possibly due to limited interactions only a
small portion (10%) reported dissatisfaction. These results indicate that Crazy Graph Co.
is generally effective in ensuring that its staff is accessible and attentive to client needs.

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Assurance
1. Statement: Employees are knowledgeable and inspire confidence.

Response Frequency Percentage

Highly satisfied 17 34%
Satisfied 15 30%
Neutral 15 30%
Dissatisfied 2 4%
Highly dissatisfied 1 2%
Total 50 100

Employees are knowledgeable and inspire confidence.

2%
4%
Highly satisfied
34% Satisfied
30%
Neutral
Dissatisfied
Highly dissatisfied
30%

Interpretation:

Employee expertise and the ability to inspire client confidence are critical factors in
service-based industries. According to the survey results, a combined 64% of respondents
(30% satisfied and 34% highly satisfied) expressed positive views about the employees at
Crazy Graph Co., indicating that most clients find the team both knowledgeable and
trustworthy.

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 3. The information provided by Crazy Graph Co. is accurate and helpful:

Response Frequency Percentage

Highly satisfied 16 32%
Satisfied 25 50%
Neutral 5 10%
Dissatisfied 3 6%
Highly dissatisfied 1 2%
Total 50 100

information provided by Crazy Graph Co. is accurate and helpful

2%

6% Highly dissatisfied
10%
32% Dissatisfied
Neutral
Satisfied
Highly satisfied
50%

Interpretation:
Providing accurate and helpful information is essential for maintaining client trust and
satisfaction. If Crazy Graph Co. were to fall short in this area, it could risk losing
valuable clients and damaging its reputation. According to the survey, 25 out of 50
respondents (50%) expressed satisfaction and 16 are Highly satisfied with the accuracy
and usefulness of the information shared by the company.

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 4. Problem solving proficiency of the Employees:

Response Frequency Percentage

Highly satisfied 5 10%
Satisfied 31 62%
Neutral 12 24%
Dissatisfied 1 2%
Highly dissatisfied 1 2%
Total 50 100

Problem solving proficiency of the Employees

2%
10% 2%
Highly dissatisfied
24% Dissatisfied
Neutral
Satisfied
Highly satisfied
62%

Interpretation:
The data shows that 72% of respondents (62% satisfied and 10% highly satisfied) are
pleased with the service, indicating a strong positive perception. Only 4% expressed
dissatisfaction, while 24% remained neutral. This suggests that Crazy Graph Co. is
performing well in meeting customer expectations, with most clients having a favorable
experience.

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 5. Ensuring wrong free documentation:

Response Frequency Percentage

Highly satisfied 13 26%
Satisfied 20 40%
Neutral 15 30%
Dissatisfied 2 4%
Highly dissatisfied 0 0%
Total 50 100

Ensuring Wrong free Documentation

4%
26% Highly dissatisfied
30% Dissatisfied
Neutral
Satisfied
Highly satisfied
40%

Interpretation:
The results indicate that 66% of respondents (40% satisfied and 26% highly satisfied) are
happy with the service, showing a strong level of customer satisfaction. With no
respondents highly dissatisfied and only 4% dissatisfied, the overall feedback is very
positive. The 30% neutral responses suggest some clients may have had average
experiences, but overall, Crazy Graph Co. appears to be effectively meeting client
expectations.

32
 6. Customers feel safe during making transaction:

Response Frequency Percentage

Highly satisfied 13 26%
Satisfied 20 40%
Neutral 15 30%
Dissatisfied 2 4%
Highly dissatisfied 0 0%
Total 50 100

Customers feel safe during making transaction

4%
26% Highly dissatisfied
30% Dissatisfied
Neutral
Satisfied
Highly satisfied
40%

Interpretation:
The survey indicates that 66% of respondents (40% satisfied and 26% highly satisfied)
view the service positively, with no reports of high dissatisfaction. Only 4% expressed
dissatisfaction, and 30% remained neutral. This suggests that Crazy Graph Co. is
generally delivering reliable and satisfactory service to most of its clients.

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Empathy
1. Statement: Employees provide individual attention and care.

Response Frequency Percentage

Highly satisfied 15 30%
Satisfied 24 48%
Neutral 8 16%
Dissatisfied 3 6%
Highly dissatisfied 0 0%
Total 50 100

Statement: Employees provide individual attention and care.

6%
Highly dissatisfied
16%
Dissatisfied
Neutral
Satisfied
Highly satisfied
48%

Interpretation:
The data shows that 78% of respondents (48% satisfied and 30% highly satisfied) feel
that employees at Crazy Graph Co. provide individual attention and care. With no
respondents highly dissatisfied and only 6% dissatisfied, the feedback strongly reflects a
high level of empathy and personal service. The 16% neutral responses suggest a few
clients had average experiences, but overall, the company demonstrates strong client-
focused care.

34
[Link] of CrazyGraph CO. are helpful for the customer:

Response Frequency Percentage

Highly satisfied 30 60%
Satisfied 12 24%
Neutral 6 12%
Dissatisfied 2 4%
Highly dissatisfied 0 0%
Total 50 100

Employees of CrazyGraph CO. are helpful for the customer:

4%
Response
12% Highly dissatisfied
Dissatisfied
24% Neutral
60%
Satisfied
Highly satisfied

Interpretation:

The survey reveals that 84% of respondents (24% satisfied and 60% highly satisfied)
believe that Crazy Graph Co. employees are helpful to customers. With no reports of high
dissatisfaction and only 4% dissatisfied, the feedback reflects a strong level of customer
support and assistance. The low percentage of neutral responses (12%) further reinforces
the company's positive performance in this area.

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Tangibility
1. The company uses modern technology and maintains a quality office environment.

Response Frequency Percentage

Highly satisfied 17 32.7%
Satisfied 25 48.1%
Neutral 8 15.4%
Dissatisfied 2 3.9%
Highly dissatisfied 0 0.0%
Total 50 100

company uses modern technology and maintains a quality office

environment.

4% Highly satisfied
15%
33% Satisfied
Neutral
Dissatisfied
Highly dissatisfied
48%

Interpretation:
The survey results indicate that a large majority—80.8% of respondents—are satisfied
with Crazy Graph Co.’s use of modern technology and the quality of its office
environment. This includes 48.1% who are satisfied and 32.7% who are highly satisfied.
Only a small percentage (3.9%) reported dissatisfaction, and no respondents were highly
dissatisfied. The 15.4% who chose neutral suggest that while there may still be room for
enhancement, overall, the company is perceived as maintaining a well-equipped and
professional workplace that meets client expectations.

36
2. Office environment of CrazyGraph CO.:

Response Frequency Percentage

Highly dissatisfied 2 4%
Dissatisfied 2 4%
Neutral 7 14%
Satisfied 16 32%
Highly satisfied 23 46%
Total 50 100

Office environment of CrazyGraph CO.

4%
4% Highly dissatisfied
14% Dissatisfied
46% Neutral
Satisfied
Highly satisfied
32%

Interpretation:

The survey shows that 78% of respondents (32% satisfied and 46% highly satisfied) have
a positive view of Crazy Graph Co.'s office environment. This reflects strong approval of
the company’s workplace ambiance and infrastructure. A small portion—8%—expressed
dissatisfaction, while 14% remained neutral. Overall, the results suggest that Crazy Graph
Co. provides a comfortable and appealing office environment, contributing positively to
client and employee experiences.

37
 Chapter-5
Findings, Recommendations
& Conclusion

38
5.1 Findings:
1. Crazy Graph Co. is a well-recognized name in the fields of creative design, web
development, and digital marketing. Its reputation plays a significant role in
maintaining client trust and satisfaction.
2. Employees are courteous, professional, and responsive, creating a positive
experience for both new and returning clients.
3. The company consistently delivers accurate and timely services, especially in
high-demand areas like web design, development, content creation, and client
outreach.
4. Team members are highly skilled across multiple sectors.
5. In response of the statement that the employees of Crazygraph are busy enough to
meet the customer request, we can see that beside the 60% customer are satisfied,
though there are 30% of the clients who are neither satisfied nor dissatisfied. They
do not have any opinion about it.
6. At assurance we can see that around 30% of the people have neutral opinion
regarding the knowledge of the employees. They are neither satisfied nor
dissatisfied. They do not have any opinion about it.
7. At assurance we can see that around 30% of the people do not provide any
opinion about the wrong free documentation process. They are neither satisfied
nor dissatisfied.
8. At assurance we can see that around 30% of the people do not provide any
opinion about the safety issues during the transaction season. They are neither
satisfied nor dissatisfied.
9. The office environment is modern, well-equipped, and creative-friendly,
providing a relaxing and productive atmosphere for both employees and visiting
clients.
10. Approximately 66% of clients feel the pricing—particularly for premium web
development features or extended support—is on the higher side.
11. The website development cycle, especially for customized platforms, can be
lengthy, leading to client dissatisfaction in some cases.

39
5.2. Recommendation:
1. In responsiveness around 30% of the clients do not provide any opinion
satisfaction and dissatisfaction about the busyness of the employee while they
were requesting any service. To further improve customer experience CrazyGraph
authority should more attentive while giving services one by one to the customers.
They should maintain the proper timing and care properly to their customers. So
that the ration cab be converted to satisfaction.
2. At assurance we can see that around 30% of the people have neutral opinion about
the knowledge of the employees. They are neither satisfied nor dissatisfied.
CrazyGraph should ensure if their CRM executive are properly trained to make
understand any topic easily. If they can make understand easily to the customer
what they actually trying to know then the response can be converted in to
positive response.
3. At assurance we can see that around 30% of the people do not provide any
opinion about the wrong free documentation process. If CrazyGraph ensure
proper follow up to their clients about their desire and wants and any query about
the documentation and solve it if they have any issues, then the response could be
converted to satisfaction.
4. At assurance we can see that around 30% of the people do not provide any
opinion about the safety issues during the transaction season. They are neither
satisfied nor dissatisfied. The CrazyGraph authority should always maintain a
good cooperative communication to the customer while doing the transaction via
their different financial channel. And they should ensure to the clients that the
channel they are using to make transaction are 100% legal and safe. Then the
customer opinion can be converted to a positive response.

40
5.3 Conclusion:
Crazy Graph Co. has built a strong foothold in the creative, web design & development,
and digital marketing sectors. Its multi-disciplinary team, modern approach, and
dedication to quality have positioned it as a reliable service provider in a competitive
market.

As digital presence becomes increasingly essential for businesses, Crazy Graph Co. has
both the capacity and creativity to remain ahead of the curve. However, to scale further,
the company must focus on refining its internal workflow, expanding its team, and
increasing brand awareness. With continuous innovation and a client-centered approach,
Crazy Graph Co. is well-poised to lead in the world of web and creative services.

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5.4. References:
 Internal documents of CrazyGraph CO.

 Websites Of CrazyGraph CO. [Link]

 Previous reports

 CrazyGraph’s Annual Report.

 Philip Kotler, Marketing Management, Pearson Education., Upper Saddle River, New
Jersey 074558, 12th edition

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 Appendix

 The questionnaire for the customer of Bank Asia Ltd.

 Name……………………………………………………………………………….

 Age………………………............................................................

 Occupation……………………………………………………………………….

 Company Name……………………………………………………………….

 Gender: a) Male b) Female

 Education: a) No b) Primary c) Secondary & Above

Client Feedback Questionnaire:

How confident are you in Crazy Graph Co.'s ability to deliver error-free and
professional documentation
1. Highly Dissatisfied
2. Dissatisfied
3. Neutral
4. Satisfied
5. Highly Satisfied
What is your opinion about the Problem-solving proficiency of the Employees?
1. Highly Dissatisfied
2. Dissatisfied
3. Neutral
4. Satisfied
5. Highly Satisfied

Are you satisfied with the waiting time that they took to serve you the desired
service?
1. Highly Dissatisfied
2. Dissatisfied
3. Neutral
4. Satisfied

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 5. Highly Satisfied
How would you rate the problem-solving ability of the Crazy Graph Co. team? Do
they act busy while you want service or help?
1. Highly Dissatisfied
2. Dissatisfied
3. Neutral
4. Satisfied
5. Highly Satisfied

How satisfied are you with the knowledge and confidence demonstrated by Crazy
Graph Co. employees?
1. Highly Dissatisfied
2. Dissatisfied
3. Neutral
4. Satisfied
5. Highly Satisfied
How would you rate the accuracy and helpfulness of the information provided by
Crazy Graph Co.?
1. Highly Dissatisfied
2. Dissatisfied
3. Neutral
4. Satisfied
5. Highly Satisfied
How satisfied are you with the employees’ ability to solve your problems efficiently?
1. Highly Dissatisfied
2. Dissatisfied
3. Neutral
4. Satisfied
5. Highly Satisfied
How confident are you that the documentation provided is accurate and error-free?
1. Highly Dissatisfied
2. Dissatisfied
3. Neutral
4. Satisfied
5. Highly Satisfied

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How safe do you feel when making transactions with Crazy Graph Co.?
1. Highly Dissatisfied
2. Dissatisfied
3. Neutral
4. Satisfied
5. Highly Satisfied
How satisfied are you with the individual attention and care provided by the
employees?

1. Highly Dissatisfied
2. Dissatisfied
3. Neutral
4. Satisfied
5. Highly Satisfied
How helpful do you find the employees of Crazy Graph Co. when you need
assistance?
1. Highly Dissatisfied
2. Dissatisfied
3. Neutral
4. Satisfied
5. Highly Satisfied
How satisfied are you with the use of modern technology by Crazy Graph Co.?
1. Highly Dissatisfied
2. Dissatisfied
3. Neutral
4. Satisfied
5. Highly Satisfied
How would you rate the overall quality and atmosphere of the office environment?
1. Highly Dissatisfied
2. Dissatisfied
3. Neutral
4. Satisfied
5. Highly Satisfied

45