Customers expect from M&S quality of the products that they sell and a good customer service where they can get help easily.
The customers are important to any business because they buy the product and the business gets the money without them the business would not get any money. they would be making a loss because they paid for the goods that they sell so they have to think of what customer they should aim at. The typical customer for M&S are 30 and over and they are a women also they have a well paid job so that they can buy M&S lingerie and other convenient goods such as food.
Findings
Uniforms
The staff uniforms are good because they make you a unique store for have your own uniform and they also make a good impression on the customers the uniforms also promote the store I thought that your store has good uniforms. Uniforms are also good because they stand out so it is easier to find an employee of marks Spencer.
Cleanness
The cleanness of the store is important because it will ensure that the employees are in a healthy environment to work in and the customers are safe. also customers will not go to the store because if it were a dirty environment because the food may have bacteria or other things on them which could make the customer ill.
Methods of customers’ feedback
M&S have feedback forms that let the customers say things about the store also you have to ask for those forms when they should be on something like a desk so that people can fill it because this is quicker and it saves time for the customer and also with the reports the customers can report on how good he can report how good the store or have ideas of improvements.
Toilet/baby changing facility
The toilets have to be clean because sometimes when people shop they may need the toilet because they forgot to go home and if they are dirty the customer my not come back to the store also baby toilets are important because most mothers shop with their baby because they cant leave the baby home because it is dangerous also you will need toilets for disabled people because they will also need the toilet if they forgot to go at home. M&S toilet were very clean and they also had disabled and baby toilets .
Customer service facility
Customer service desks are important because if a customer needs help or have a complaint to make they would make it here it is good to have it by the exist because people can go there once they have shopped and as they are leaving they can go there to make a complaint or if someone come in and they need help. The customer service desk at M&S was by the check outs so it was very usefull
Customer signs
Signs are important because to a new customer they also they will help customers to find thing that they want quickly e.g. where to pay, food, clothes etc. The signs at M&S were big an easy to see by the customers. And they were very usefull.
Friendliness of the employees
Employees have to be friendly and smart looking and help customers who need help. The employees at M&S were friendly and they are helpful when you need help.
DIFFERENT JOB ROLES IDENTIFIED AROUND THE STORE
The different job roles in the M&S are
- Cashier
- Cleaning
- Café
- Manager
Store layout
The layout of the store is important because it helps if certain product is closer to each other e.g. the eggs are by the bread etc. also it will make shopping convenient for the customer if certain products are close by. The layout of M&S is good because the food is in one place the electronics are in one place the clothes are also in one place which make finding things easier
Method of payment accepted
Payment methods are important because a lot of people don carry cash the carry debit or credit cards to buy there product. The payment methods that M&S have are debit/credit card and cash but I think you should also make checks available.
Alternative ways of buying from M&S
The other way of buying is from there online store I think you should also make phone calls or products for people who don’t have the internet. M&S have a online shopping area in there store and that is helpful for people who cannot go shopping because they are busy but I think it would be a lot of help if you could make phone calls to order stuff for people who don’t have the internet.
M&S refund policy
Refund policies are important because if people don’t like the product they can get there money back. There refund policy is good because if you don’t like the product you can just return it and you get your money back also they have friendly staff.
Recommendations
I recommend that you should have a more staff at the café because it was to slow at the tills also you should have more till for faster service.
