Survey On Customer service of ASDA (GC01174)

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

Dear Customer!!

Thank you for giving us the opportunity to better serve you. Please help us by taking a few minutes to tell us about the service that you have received so far. We appreciate you and want to make sure we meet your expectations. Attached, you will find a coupon good for …… We hope that you will accept this as a token of our goodwill.

Q1.What is your gender?

Male
Female

Q2.How old are you?

Under 13
13-17
18-25
26-34
35-54
55-64
65 or over

Q3.What is your current marital status?

Single, never married
Married without children
Married with children
Divorced
Separated
Widowed
Living with a partner

Q4. What is the highest level of education you have completed?

Less than High School
High School / GED
Some College
2-year College Degree
4-year College Degree Masters Degree
Doctoral Degree
Professional Degree (JD, MD)

Q5. How long has been a customer of ASDA?

• Less than one year
• 1-2 years
• 2-4 years
• 5-6 years
• Above 6 years

Q6. How do you agree that staffs at ASDA are friendly with the customers?

Strongly agree
Agree
Neutral
Disagree
Strongly disagree

Q7.Overall, how satisfied are you with the amount of contact between you and ASDA’s service?

Very satisfied
Satisfied
Neutral
Dissatisfied
Very dissatisfied

Q.8 How would you overall rate ASDA’s customer service?

• Excellent
• Very good
• Good
• Fair
• Poor

Q9.Would you recommend ASDA’s customer services be improved?

Yes
No

Q10. How would like to recommend ASDA to improve their customer service?

3.2 Evaluation of customer feedback

This segment appraises the data collected through the survey conducted in section 3.1. The data is analyzed using the MS Excel Sheet and presented using several charts. Every single chart showed and analyzed data from each question in surveys. The customer feedback collected through the survey is given below:

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Q1: What is your gender?

 Both male and female respondents participate in the survey questionnaire of this research. According to the pie chart, 64% of respondents are male and 36% of respondents are female.

Q2: What is your age group?

People of all ages participate in the survey questionnaire of this research. In the survey questionnaire, the age group is divided into seven parts. Among them 7% respondents are of the age group of under 13, 11% are of 13-17, 15% are of 18-25, 18% are of 26-34, 27% are of 35-54, 11% are of 55-64 and finally 11% are of the age group of 65 or over. Thus, the maximum numbers of participants are from 35-54 in age.

Q3.What is your current marital status?

From the above chart, 7% of respondents are single, they never married. 15% of respondents are married but they don’t have any children. 27% of respondents are married and have children. 16% are divorced, 11% are separated, 11% are widowed and finally 13% respondent is living with their partners.

Q4.What is the highest level of education you have completed?

From the above pie chart, 17% of respondents have an educational status of less than high school. 16% of respondents have a high school degree, 33% respondents are some college students, 14% respondents have a 2-year college degree, 10% respondents have 4- year college degree or Masters degree, 6% have a doctoral degree and finally 4% respondents have a professional degree (JD, MD).

Q5. How long has been a customer of ASDA?

From the above chart, 18% of respondents have been customers of ASDA for less than one year. 27% of respondents have been the customer of ASDA for 1-2 years, 31% for 2-4 years, and 15% for 5-6 years and finally, 9% of respondents have been the customers of ASDA for above 6 years.

Q6. How do you agree that staffs at ASDA are friendly with the customers?

Above the chart, it shows that 40% of respondents strongly agree that staffs at ASDA are friendly with the customers. 15% of respondents are agreeing and 5% of respondents are neutral with these opinions and 25% of respondents disagree with this opinion and 15% strongly disagree that they don’t think that staffs at ASDA are friendly with the customers.

Q7.Overall, how satisfied are you with the amount of contact between you and ASDA’s service?

From the chart, it is presented that 40% of respondents are very satisfied with the amount of contact between them and ASDA’s service. 15% of respondents are satisfied and 5% of respondents are neutral with the amount of contact between them and ASDA’s service and 25% of respondents are dissatisfied and 15% strongly very dissatisfied with the amount of contact between them and ASDA’s service.

Q.8 How would you overall rate ASDA’s customer service?

According to this chart, it shows that 45% of respondents think that ASDA’s customer service is excellent. 15% of respondents think very well and 10% of respondents think good about ASDA’s customer service and 17% of respondents think that ASDA’s customer service is fair and 15% of respondents think it is poor.

Q9.Would you recommend ASDA’s customer services be improved?

From this chart, it is apparent that 90% recommend ASDA’s customer services to be improved and 10% think it’s okay, doesn’t need any recommend ASDA’s customer services to be improved.

Q10. How would like to recommend ASDA to improve their customer service?

From the above survey, more than 40% of respondents are satisfied with ASDA’s customers’ services. But for better services, 90% of respondents recommend ASDA’s customer services to be improved and 10% of respondents don’t recommend ASDA’s customer services to be improved.

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

The survey finding shows that for better services 90% of respondents recommend ASDA’s customer services to be improved. ASDA is one of the famous supermarkets in the UK. To collect the feedback from several kinds of respondents it is understood that they have mixed opinions about the ASDA’s customers’ services. To improve the staffs’ friendly attitude with the customers ASDA needs to train them very properly. Staffs need to have the right resources to provide exceptional customer service. But many times they don’t. Far too many banks and credit unions are falling behind when it comes to providing their employees with the tools they need to most effectively do their job and that in turn not only affects customer service quality but employee morale as well.

It is most important to gain customers’ satisfaction with the amount of contact between them and ASDA’s service to conduct their business properly. Communication is also important within the business. Effective communication can help to foster a good working relationship between ASDA and its staff, which can in turn improve morale and efficiency. In addition, ASDA should create different strategies for customer retention (Hogg, 2017).

Different strategies include complementary and discount offers as well as different loyalty programs. Secondly, ASDA should classify the customer base depending on the choices of the customers (Hogg, 2017). The regular customers of the ASDA should be provided excellent customer services including better room facilities. This may become a challenge if the retailer sectors of UK are not in the position to give every the necessary or expected customer service level because of the huge number of regular customers (Poul, 2018)………………

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