Customer’s perceived Tesco quality as poor, in the which? Survey many customers said that their shopping experience was poor, the customers also believe that Tesco care the least and they are un-trustworthy, the customers also believe that Tesco is more bothered about profit rather than their service. These are some of the main contributors to Tesco being the worst supermarket in the UK, the reason why this could be is because the organisation is not spending enough money on training and staff.
The way in which you can tackle the issue of customer perceiving Tesco quality of being poor is through showing regular advertisement in which they show how and in which products they are beating their competitions in quality they, Ada do something similar but their advertisement is based upon how many competitors they are beating upon price
The way in which Tesco PLC can tackle the issue of customers having a poor shopping experience is through the following, investing money into the supermarkets in order to make them look and seem welcoming, they could also music on in the stores in order to create a warming and cheerful environment opposed to the dull environment they have now. They could also have mascots welcoming the customer to the supermarket and handing out brochure/ promotional leaflets in order for customer to feel wanted and in return Tesco PLC will be able to inform customers of promotional offers and informative information
Another issue that can be solved is customer perception of Tesco PLC being untrustworthy and they care the least is through sending more personnel emails but rather about promotions they could send them asking them what they would like on promotional offers this will create an interaction between the organisation and its customers they will also feel listened to and wanted and also cared. The way in which they can solve the untrustworthy part is through the following they could do an informative advertisement allowing customers to be aware that they have 15 million clubcard members that trust them and so they can’t be untrustworthy if they have that many clubcard members. They could also regular check up on their products and suppliers and publish report on their findings in order to show customers they are trust worthy. One of the reasons why customers feel that Tesco PLC is untrustworthy is due to Tesco PLC horse meat scandal
They way in which the customer’s issue of Tesco is more bothered about profit rather than their service can be tackled is through the following, they could announce a new 20,000 more employees in the UK in the next 2 years which could help customers, know that they are being listened to and their issue about looking for customer service staff would be solved. It would also solve the issue of customers feeling that the supermarkets felt understaffed. Tesco PLC should also give those 20,000 new employees’ sufficient training and knowledge about the organisations products and service so when customers require the information they have the knowledge to give them the information
If all this is done it will help Tesco PLC to close the gap that they have between themselves and their market share takers Aldi/ Lidl in the next 5 years, this is because the main issue have then been resolved. They could then strive to bench mark and closer the current best supermarket in the UK Waitrose
There are many different groups of customer ranging from prospect, customers, client, supporter, advocate and finally partner
A prospect is a person regarded as likely to be a potential customer or client. A customer I a person who buys goods or service from a shop or business e.g. when people buy products/ service from Tesco PLC they are regarded as customers, customer catching is very important to Tesco PLC as try to catch as many customers as they can in order to get them onto the ladder of loyalty. A client is someone who received professional service from an organisation an example if this is Tesco PLC telecommunication contract holders would be regarded as clients. A Supporter is a person who approves of and encourages Tesco PLC, an example of this is ‘pro Tesco’ they are supporters of Tesco PLC. Advocate a person who publicly support/ recommends an organisation e.g. ‘pro Tesco’ are a group of people who publicly support and recommend Tesco PLC. A partner is a person who takes part in an undertaking with another especially in a business with shared risks and profits an example of this could be shareholders
Tesco PLC have done many improvement in order to closer the benchmark, they have recently spend £1 billion on their supermarkets in order for customers to have a pleasant trip at the supermarket and also in order for customer to feel and seem wanted, and also to attract customer more, this one of the main customer concern the store environment so Tesco PLC have invested £1 billion in tending to the matter. Tesco PLC have also started a new venture in which they will invested £200 million into employing/ training 20,000 new staff in the UK this was due to customers feeling that they had to always look for customers, they also felt that the stores were understaffed so due to this Tesco have promised to employ 20,000 new customer service staff in the next 2 years. Tesco are focused on improving the look of stores giving customers great value and making sure they can get all the help they need, which is one of the reasons Tesco are planning in employing 20,000 new personnel in the next 2 years
Conclusion
In this report I have explain the options open to Tesco PLC for closing a perceived gap, and I have also made justified recommendation for improving Tesco PLC relationship with its groups of customers
by
serhadsdeadhotmailcom (student)
