• Join over 1.2 million students every month
  • Accelerate your learning by 29%
  • Unlimited access from just £6.99 per month

The level of Customer Service Within Sainsbury's Supermarkets

Extracts from this document...

Introduction

The level of Customer Service Within Sainsbury's Supermarkets Introduction The aim of this report is to look at the different methods used by research companies to measure customer service and show how they work and how affective they are. The report will then use a questionnaire along with the support of Sainsbury' s Bridgmead store to see how their customer service is rated by their regular customers. The different methods of measuring customer service Customer satisfaction is the extent to which the requirements of the customer are met by the supermarkets and shops. A service is considered satisfactory if it fulfils the needs and expectations of the customer(s), whether the customer is the general public or another business. Measuring this satisfaction is an important element of providing better, more effective and efficient services. When customers are not satisfied with a service as provided, the service is neither effective nor efficient and can result in a loss of business. Why do we measure customer satisfaction? The level of customer satisfaction with services is an important factor in developing a system of service provisions such as the 7P's: * Product * People * Price * Physical Evidence * Place * Processes * Promotion Theses areas of any business are responsive to the customers needs while minimising costs and time requirements and maximising the impact of the services on target populations. ...read more.

Middle

Another way of measuring customer service is through the use of focus groups. These are good and often go into more detail than a questionnaire can as more time will be spent on each question. Also more suggestions will be put forward as to how customers fell the business can improve. The down side to this form of research is that it is very costly and can take up a long time, which people participating in will need to be compensated for their time. Another problem is that the questions asked in these focus groups are mainly open, which means making a clear analysis of the responces is very hard. Also the quiet people participating in the focus group could become influenced by the strong members of the group, which means a valid point that someone has may not get voiced. The reports survey for Sainsbury's Bridgmead Looking at the possible ways that the survey could be carried out the report has decided to go with a questionnaire. The reason, as the report has shown, for taking the questionnaire is that it is easer to analyse the response from the customers. Developing the questionnaire When developing the questionnaire the report decided to split the report up into four different sectors. ...read more.

Conclusion

This shows that the last employee that the customer will see is delivering the level of service that will attract the customer back into the store. (A bar graph of question eight can be found in the appendix 5.0) From question eight the customer is noticing that the employees on the tills are overall keeping themselves as well as their till clean and presentable. This shows the customer that employees are committed to giving a good service at the checkouts and each customer is an individual and not just another customer that they have to serve during their shift. Overall level of service Overall the customers felt that their shopping experience was acceptable, which shows that the Sainsbury's store is just doing enough to keep their regular customers happy. To improve this, the Sainsbury's store needs to look at the level of specialist knowledge each member of staff knows about their individual departments. By achieving this it will help see which employees need some extra training to inform customers better. Conclusion Looking back through the report has shown the key ways to measure customer service and how affective they can be when they are used properly. Also the report has shown how a well constructed and executed questionnaire can help a business develop and improve its level of customer service without having to drastically change the businesses working practise. ?? ?? ?? ?? James Pitcher 10/05/2007 Marketing3.doc P1 ...read more.

The above preview is unformatted text

This student written piece of work is one of many that can be found in our GCSE People in Business section.

Found what you're looking for?

  • Start learning 29% faster today
  • 150,000+ documents available
  • Just £6.99 a month

Not the one? Search for your essay title...
  • Join over 1.2 million students every month
  • Accelerate your learning by 29%
  • Unlimited access from just £6.99 per month

See related essaysSee related essays

Related GCSE People in Business essays

  1. Customer service Tesco's customer expectations

    This includes not only appreciating the reasons for an individual customer's behaviour on a particular occasion, but understanding the reactions of people in situations which are often quite stressful, as when seeking information that is difficult to obtain, asking for assistance or making a complaint.

  2. Tesco Customer Service.

    This information can be important to ensure that Tesco meet customer satisfaction. Tesco will collect customers personal information through clubcards, their website and feedback forms. Tesco will be able to measure how often customers shop at Tesco and what types of products they buy.

  1. Methods used by Tesco to monitor if good customer service is taking place.

    with out any legal protection customer might not feel protected when buying good from Tesco. Tesco has to think abut the customers so on top of the legal protection that the law provides they are being kind by giving refunds when they don't have to.

  2. Functional areas at Alton Towers

    * Ensure that the business avoids unlawful or unfair discrimination. * Ensure the business operates within the law in relation to employment and health and safety. Recruitment Every department in a business knows how many staff it needs and their requirements.

  1. Business at Work - ASDA

    by being consulted and regularly informed of updates via newsletters, 'daily huddle' team briefings, in addition to being asked to contribute for suggestions as regards to potential improvements. The consultative management style is also employed at the top half of the hierarchical structure as all departments and functional areas are consulted.

  2. This coursework is about the customer service at Argos. It covers the following:Responsibility of ...

    This can be differentiated by: o Age group: for example toys for children aged 1-5 years. o Gender: for example accessories for females such as rings, bracelet and so on. o Religion: for example candles. * Potential buyers: these are people who have not bought goods from Argos but needs some goods from Argos.

  1. Customer Service

    Secondary activates include Communications - (Tesco offers telecoms such as Tesco homophone, Tesco mobile and Tesco Internet access. Financial Services - Tesco's Financial Services include Loans, Credit cards, Savings, ISAs, Mortgages, life insurance, Motor insurance, Home insurance, pet insurance, breakdown cover, travel insurance and travel money.

  2. Produce a case study comparing two business organisations, investigating the extent to which each ...

    They are committed to using recycled material, and helping us to recycle, wherever possible. Using recycled materials Along with other retailers, they use recycled metal and glass packaging as a matter of course. But where recycled material isn't the norm, such as in cardboard product packaging, they try hard to

  • Over 160,000 pieces
    of student written work
  • Annotated by
    experienced teachers
  • Ideas and feedback to
    improve your own work