Survey On Customer Service Manager of Morrisons (GC01182)

Observer

MrShiblee Khan

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

Dear Customer!

As the Customer Service Manager of Morrisons, I wish to thank you for giving us the opportunity to serve you. Please help us serve you better by taking a couple of minutes to tell us about the service you have received so far. We value your business and want to make sure we meet your expectations.

Thank you for your time.

Q1. What is your age gender?

• Male
• Female

Q2. What is your age group?

• Under 16
• 16-25
• 26-35
• 36-45
• 56+

Q3. What is the income level?

• £0-£10K
• £11-£15K
• £16-£20K
• £21-£25K
• Above £25K

3.2 Evaluation of customer feedback

In this section, the customer feedback is analyzed. The data is analyzed using the MS Excel Sheet and presented using Pie charts. The different chart contains different survey questions and customers feedbacks. These are as follows:

Our Recommended Resources:

Unit 1 Business Culture and Responsibilities

Unit 2 Deliver Customer Service in a Business Environment_Level 3

Q1: What is your gender? 

Both male and female participants participate in the survey questionnaire of this research. From the above pie chart, 44% of participants are male and on the other hand, 56% of participants are female. It is seen that the maximum number of participants are female.

Q2: What is your age group?

People of all ages participate in the survey questionnaire of this research. In the survey questionnaire, there are 5 different age groups. Among them 16% of participants are of the age group of under 16, 20% are of 16-25, 44% are of 26-35, 12% are of 36-45 and finally, 8% are of the age group of 56+. Thus, the maximum numbers of participants are of the age group of26-35.

Q3.What is the income level?

From the above chart, 8% of participants have an income level of £0-£10K. 12% of participants have an income level of £11-£15K. 10% participant has an income level of £16-£20K, 42% have £21-£25K and finally, 28% of participants have the income level of above £25K. So, the maximum number of participants has a £21-£25K income level.

Q4.How often do you purchase products online?

From the above pie chart, among 50 participants 4% of participants never buy from online. 10% of participants seldom buy products online. 54% of participants often and 32% of participants always buy products online. So it is seen that the maximum number of participants often purchase products online.

Q5. Would you recommend Morrisons to others you know?

From the above chart, 12% of participants never recommend to others to buy from Morrisons where 42% of participants are not sure about the recommendation and finally 46% of participants want to recommend Morrisons to others. So the majority number of participants recommend Morrisons.

Q6. How did you learn about Morrisons? Please select all that apply.

From the above charts, 24% of participants are learned about Morrisons from ads, 36% of participants are learned from their friends, 20% of participants are learned from the internet, 12% from the newsletter, and the rest of the participants are learned from various leaflets, posters, etc. According to the survey, therefore, the maximum number of participants are learned from their friends.

Q7. How would you rate the overall customer service?

From the above chart, 20% of participants rate the customer services as excellent where 8% of participants rated as very poor. 36% of participants rated as good, 24% participants rate as average, and 12% participants rate as poor. So according to the chart, the maximum number of participants rate the customer service of Morrisons as good.

Q8. How would you like to recommend Morrisons to improve its customer service?

According to the information collected via the survey, the maximum number of participants want to recommend Morrisons to make its website easy to navigate, so customers can find the information they need quickly and as well as make their website more user friendly. They also recommend providing a faster online delivery service. Almost half of the participant recommend for more friendly buying environment and friendly behavior of the staffs. A small number of participants recommend Morrisons to focus more on the price range of products.

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

Morrisons focuses on developing colleagues in order to satisfy customers in the best way possible. Colleagues are encouraged to engage with customers and help them to feel that they are a part of the Morrisons family. This helps create loyal customers by offering the best fresh produce and excellent customer service.

According to the information collected via the survey, the maximum number of participants want to recommend Morrisons to provide a user-friendly website and faster online delivery service. Around half of the participant recommend for more friendly buying environment and friendly behavior of the staffs. A small number of participants recommend Morrisons to focus more on the price range of products.

Morrisons must make its website easy to navigate, so customers can find the information they need quickly. According to Google, if a page doesn’t load on mobile within three seconds or less, customers are likely to leave. If a site isn’t easy to use, then they are five times likely to leave. Morrison should also pay attention to details that can improve a customer’s experience. For mobile sites, this may include larger buttons, less copy, and one-touch calling on phone numbers. Morrisons should make sure the ordering process is easy across all devices too.

Morrisons should make its environment more customer-friendly so that the customers can easily buy products from it. And finally, Morrisons must train its staff so that they can provide better customer service. And the staff should be more friendly to the customers and so that the customers may feel easy to buy.

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