Extracts from this document...

Introduction

Introduction Tesco is the biggest private sector employer in the UK with over 250,000 employees and over 1,800 stores. Tesco works hard to meet its customers' needs and that's the only reason Tesco is successful. Tesco has four different store formats, each tailored to customers' needs, and these four store formats are as following: * Express (up to 3,000 sq ft) * Metro (approx. 7,000-15,000 sq ft) * Superstore (approx. 20,000-50,000 sq ft) * Extra (approx. 60,000 sq ft and above) Express Express stores offer customers great value, quality and fresh food close to where they live and work. Tesco opened its first Express store in 1994 and now they have over 650 stores selling a range of up to 7,000 lines including fresh produce, wines and spirits and in-store bakery. Metro store Tesco opened its first Metro in 1992, bringing the convenience of Tesco to town and city centre locations. Metros cater for thousands of busy customers each week and offer a tailored range of food lines, including ready-meals and sandwiches. Superstore Tesco began opening superstores in the 1970s and during the 1980s and 1990s built a national network, to which they are adding every year. Tesco has an ongoing programme of extending and refreshing its superstores to improve the overall experience for customers. In recent years Tesco has introduced a number of new non-food ranges into superstores such as DVDs and books. This provides convenience for busy customers. Extra store Since opening Tesco's first Extra in 1997, the one-stop destination store has proved extremely popular. Extra stores offer the widest range of food and non-food lines, ranging from electrical equipment to homewares, clothing, health and beauty and seasonal items such as garden furniture. Tesco has opened 18 new Extra's in 2005, mostly through extensions to existing stores. In addition to a variety of formats, Tesco ensures it has broad appeal by continually innovating and investing in new lines to increase choice for its customers. ...read more.

Middle

Also if a customer changes his mind within 28 days, then customer can also go to customer services and they will be happy to refund or exchange the product, providing the customer has his receipt and the product is returned as sold. Timing Tesco realise that there are seasons for some sorts of products such as fruits or presents for some special occasions such as Christmas, so based on that Tesco focuses on meeting demands of customer at the right place and on the right time. These products that only can be available on certain periods. Based on that Tesco works hard to meet its customers with what they expect Tesco to provide them with, for instance, they expect that Tesco will get products and services at the right time, the thing that Tesco does to its customers and get products and services whenever the demands on them without delay. Tesco has met all these things and made every customer feel comfortable to shop at Tesco. Satisfaction External and Internal Customers Satisfying Eternal Cstomers Tesco works hard to satisfy every customer by providing them with all the features or offers and also that is to attract new customers to shop at Tesco, so Tesco works hard to ensure that every customer is satisfied about the products or services at Tesco because they realise that every customer will tell friend of him/her about the products or services of Tesco which will make them have repeated customers and also new customers coming to shop at Tesco because of what they heard about the features of Tesco. Tesco has been at the forefront of the retail revolution over a number of decades. During this time, they have put the customer at the centre of everything they do, in order to fulfil their strategy. This includes reducing queues at the checkout and at their in-store food counters. Tesco has introduced a touch screen interface which had to be easy to understand and use by Tesco employees. ...read more.

Conclusion

They are now asking customers for more feedback to find out how they can further improve the range. Initial feedback has been so positive that Tesco is already planning to launch in up to 100 stores and extend their range into Chilled and Bakery product areas. As well as listening to customers Tesco also know how important it is to listen to their other stakeholders. Listening to Tesco's staff Tesco is the largest private sector employer in the UK with over 260,000 staff. Tesco's people make Tesco a success and Tesco's management know how valuable their feedback is. There are many ways in which Tesco's people can share their views. For example, Tesco hold Staff Question Time sessions so they too can share their views. It helps Tesco to understand their opinions and experiences to help them serve their customers better. The Tesco/Usdaw Partnership is the biggest single trade union agreement in the private sector and staff forums are part of Tesco's agreement with Usdaw. They are held in all stores three times a year and enable Tesco's staff to give direct feedback on the things that matter to them. Tesco's staff survey Every year all Tesco's staff are also invited to take part in Tesco's staff Viewpoint survey giving its people the opportunity to express their views on almost every aspect of their job. Last year 221,507 of Tesco's people completed the survey. Tesco use Viewpoint to make sure they are working on the right things for their people, just as they use feedback from customers and suppliers to improve their offer for them. One of the things that comes through very strongly in Viewpoint is that customer service is very important to Tesco's staff. Tesco know that many of the improvements they make to the working environment translate into a better experience for their customers, with all the benefits that follow. Listening to Tesco's staff and supporting their needs helps Tesco to provide a better service for its customers so they all benefit. ?? ?? ?? ?? 1 ...read more.

This student written piece of work is one of many that can be found in our AS and A Level Case Studies and Analysis section.