Customer Survey On Tesco Customer Service (GC01170)

Unit 2

Learning Outcome 3: Be able to monitor and review customer service

Observer

Work Place: DG Education

Observed: Name of the learner

Date:

Time

Signature of the observer:

Signature of observed:

3.1 Record the customer feedback, using a range of methods such as survey

Customer Survey

On

Tesco Customer Service

1. What is your gender?

• Male
• Female

2. What is your age group?

• Below 15
• 15-24
• 25-34
• 35-44
• 45+

3. Have you ever products from Tesco?

• Yes
• No

4. How satisfied are you with the service from Tesco?

• Extremely satisfied
• Very satisfied
• Neutral
• Very dissatisfied
• Extremely dissatisfied

5. Do you think Tesco staffs are friendly to serve you?

• Yes
• No

6. Are you happy with the staff greeting when they serve you at Tesco?

• Yes
• No

7. Would you recommend Tesco to a friend?

• Yes
• No

8. For your NEXT Tesco purchase, how likely are you to purchase for Tesco?

• Very likely
• Somewhat likely
• Mayor may nor
• Somewhat unlikely
• Very unlikely

9. Overall, how would you rate Tesco?

• Excellent
• Good
• Average
• Poor
• Terrible
• Not Sure

10. Are there any suggestions for Tesco to improve its customer service?

3.2Evaluation of customer feedback

This section evaluates the data gathered through a survey conducted in section 3.1. The data is analyzed using MS Excel Sheet and presented using a number of charts. Every single chart presents and analyzes data found from every individual question in the survey. The evaluation of customer feedback gathered through the survey is provided as follows:

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1. What is your gender?

According to this chart 55% of male and 45%, female respondents are attending this survey. The majority percentage of a participant in this survey is male.

1. What is your age group?

In the survey questionnaire, the age group is divided into five parts. Among them 15% of respondents are of the age group of below 15, 25% are of 15-24, 40% are of 25-34, 15% are of 35-44, 5% are of 45+. So, the maximum numbers of participants are from 25-34 in age.

2. Have you ever products from Tesco?

From the pie chart, it is apparent that 60% of respondents have products from Tesco and 40% of respondents don’t purchase any products from here. So, the maximum number of respondents have products from Tesco.

3. How satisfied are you with the service from Tesco?

From the chart, it is presented that 40% of respondents are very satisfied with the service from Tesco. 15% of respondents are satisfied and 5% of respondents are neutral with the service from Tesco and 25% of respondents are dissatisfied and 15% strongly very dissatisfied with the service from Tesco, So the maximum respondents are very satisfied with the service from Tesco.

4. Do you think Tesco staffs are friendly to serve you?

From the survey, 70% of respondents think that Tesco staffs are friendly to serve them and 30% of respondents don’t think that Tesco staffs are friendly to serve them. Maximum respondents think that Tesco staffs are friendly to serve them.

5. Are you happy with the staff greeting when they serve you at Tesco?

From the survey, 60% of respondents think that they are happy with staff greeting when they serve them at Tesco and 40% of respondents don’t think that they are happy with staff greeting when they serve them at Tesco. Maximum respondents that they are happy with staff greeting when they serve them at Tesco.

6. Would you recommend Tesco to a friend?

From the survey, 59% of respondents would recommend Tesco to a friend, and 41% of respondents wouldn’t recommend Tesco to a friend. Maximum respondents would recommend Tesco to a friend.

8. 8. For your NEXT Tesco purchase, how likely are you to purchase for Tesco?

According to this pie chart, 41% of respondent have very likely to purchase for Tesco, 23% of respondent have somewhat likely to purchase for Tesco, 18% of the respondent may or may nor purchase for Tesco, 14% of respondent have somewhat unlikely to purchase for Tesco and 4% respondent has very unlikely to purchase for Tesco. So, a maximum number of respondents have very likely to purchase for Tesco.

9. 9. Overall, how would you rate Tesco?

This chart shows that 45% of respondents think Tesco is excellent. 15% of respondents think very well and 10% of respondents think good about ASDA’s customer service Tesco and 15% of respondents think that Tesco is poor and 10% of respondents think it is terrible. Maximum respondents think Tesco is excellent.

10. Are there any suggestions for Tesco to improve its customer service?

A majority number of the respondents recommend Tesco to improve the homepage – lose the drop-down menus. Some respondents recommend showing delivery charges on product pages. It will help them to determine the overall cost. Very few respondents want Tesco to provide more filtering/sorting options on their online pages. Finally, only a few respondents recommend providing a friendly buying environment.

3.3 Suggestions for further improvements to customer service, based on feedback.

Tesco today set out what it was doing to improve its customers’ experience across sales channels, as it reported a rise in sales but a 28% drop in pre-tax profits. The supermarket, a Leading retailer in IRUK Top500 research, is working towards a strategy of improving the customer offer while creating long-term, sustainable shareholder value.

A majority number of the respondents recommend Tesco to improve the homepage – lose the drop-down menus. From the Tesco.com homepage, there are a lot of options for visitors, so it can be seen why web designers have chosen to save space by using dropdown menus.

However, this is not the best idea for the user experience. Some respondents recommend showing delivery charges on product pages. It will help them to determine the overall cost. Very few respondents want Tesco to provide more filtering/sorting options on their online pages. When websites have large product ranges, some means of sorting and narrowing down choices is essential to prevent customers from having to trawl through pages and pages of results. Finally, only a few respondents recommend providing a friendly buying environment.

Tesco should improve their webpage so that it can attract more customers to buy from their online pages. Tesco should show delivery charges on product pages. And Tesco has to provide a friendlier environment for its customers.

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