GNVQ Business - Customer Satisfaction

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Customer Satisfaction

Customer satisfaction is a company's ability to fulfil the business, emotional, and psychological needs of its customers. Customer Satisfaction may be measured directly by survey and expressed as a percentage, such as Percent of Customers Completely Satisfied.

Marks and Spencer help their staff provide services that satisfy their customers by on-going training. The on-going training means that employees are continuously gaining knowledge on a range of different things that will improve themselves as workers.  

Consumer Laws

There are numerous consumer laws that protect individual customers. Marks and Spencer need to make sure they comply with these laws to provide good customer service. These are the following:

  • Health & Safety
  • Control of Information
  • Sale of Product
  • Labelling of Product

Health & Safety

Food Safety 1990 – The Food Safety Act says it is illegal to sell food which has been contaminated or adulterated or is unfit for human consumption or is labelled or advertised in a way that misleads the customer. The aim of the food safety act is to ensure that all food produced for sale is safe to eat, of high quality and not misleadingly presented. Marks and Spencer must comply with this law by ensuring that all food products are of high quality and are safe to eat. For example, M&S will have to make sure to put a sell by/best before date on their food products. They will also have to ensure that no food past its sell by date is being sold as the products are not safe to eat.

Customer Protection Act 1987 – The Customer Protection Act governs both the pricing of products and product safety. The way in which prices are presented to customers is controlled by a very detailed code of practice. This covers most forms of promotional marketing. There are rules which deal for example with how sale prices can be claimed, introductory offers, recommended prices and free offers. Marks and Spencer has to comply with these rules by making sure that all products being sold have been checked for safety.

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Health and Safety at the Work Place 1974 – The Health and Safety at Work act is an act passed in 1974 that set basic principles which have to be followed by employees and employers to ensure a safe working environment. The act was created to make further provision for securing the health, safety and welfare of people at work and for protecting others against risks to health and safety in connection with activities performed by people at work. Marks and Spencer must comply with this law by ensuring a safe working environment. This means making sure that the M&S ...

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