Investigating Customer Service

Authors Avatar


In this report I will be investigating customer service of two complementary businesses which are China Place and Sainsburys. One of the businesses will be small business whereas the other business will be large. I will also be investigating how each of the originations makes their customer satisfied and meet their requests. I will be looking at internal and external customer of both organizations, different types of customers, customer expectations, pre-transactional, transactional, and post-transactional, how customer expectations affect customer service also similarities and differences between both businesses.

I will then conclude the information that I have found out during my investigation of China place and Sainsburys.

China Place

China Place is a retail outlet store and has been trading over 10 years. China Place sells products which are for table and home wares. For China Place there is not much of competition because it is the only store that sells these products in the Outlet centre and the only competitor for this business in Ashford Kent is Woolworths and Wilkinson.

China Place is privately owned by Mr and Mrs Carter which means that they are liable if the business goes bankrupt. The ownership type for China Pkace is Limited Company.

All limited companies are incorporated, which means they can sue or own assets in their own right. Their owners are not personally liable for the firm's debts (limited liability). The ownership of a limited company is divided up into equal parts called shares. Whoever owns one or more of these is called a shareholder.

Opening hours:

* 10am-8pm weekdays

* 10am-7pm Saturdays

* 10am-5pm Sundays

There are approximately 5000 customer transactions being made each week.

Employees at China Place

* 2 full-time workers

* 7 part-time workers

* 6 weekend workers.

* China Place Aims

* For business survival

* Making a profit, to breakeven.

* To provide an income for the family.

* China Place Objectives

* Providing products to consumers through offering a high quality service.

* To create good working relationships with suppliers in order to make better deals and hence increase profits.

* Run a business that complies with government law and provides a safe working environment for themselves and their staff.



This business is a chain of supermarkets in United Kingdom. Sainsbury's was established as a partnership in 1869 when John James Sainsbury and his wife Mary Ann opened a store in Holborn, London. In 1922 J Sainsbury was incorporated as a private company. In 1975, Sainsbury's launched the "Sainsbury's SavaCentre" hypermarket format as a joint venture with BHS. This was the first attempt to launch supermarkets with a large non-food range in the UK. It was decided that a separate brand was no longer needed and the stores were converted to the regular Sainsbury's superstore format in 1999.

Sainsbury's operates three main store formats:

* regular Sainsbury's stores

* Sainsbury's Local (convenience stores)

* Sainsbury's Central (smaller supermarkets in urban locations)

Sainsbury's also offers internet shopping under the name of "Sainsbury's Grocery Online".

A large store typically stocks around 50,000 lines of which around 50% are "own-label" goods.

These own-brand lines include:

* Basics: an economy range of around 500 lines, mainly food but also including other areas including toiletries and stationery.

* Be Good To Yourself: products with reduced calorific and/or fat content.

* Dairy products

* Different by Design: a smaller range of premium non-food lines, including flowers which were previously branded "Orlando Hamilton".

* Fair Trade: Over 100 fair trade products. All bananas sold at Sainsbury's are now fair trade.

* Kids: these lines are for children. In 2006 these lines replaced the Blue Parrot Café range.

* Sainsbury's Organic (SO Organic): Around 500 lines of food / drink which is not derived from food stuffs treated with fertiliser or pesticides.

* Super NaturalsTM: A range of ready meals with healthy ingredients.

* Taste the Difference: around 1100 premium food lines, including many processed foods (such as ready meals and premium bakery lines.
Join now!

Sales area and store numbers

Area ('000 sq ft)



Opening figures 2006/07



New stores






Employee numbers





The average number of employees during the year were:









Full-time equivalent







The average number of ...

This is a preview of the whole essay