Survey On Customers of Boots Assignment Help (GC01173)

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

Survey

On customers of Boots

Q1. How long have you been our customer?

• First time
• Less than 3 months
• One year
• Three years
• Five years

Q2. What is one thing would you like us to change? In the last 6 months, how has our performance changed?

• Worse than before
• Same as before
• Better

Q3. What do you find most attractive about our company?

• Price
• Product
• Customer Service
• Location

Q4.Would you recommend us to your friends and families?

• No
• May be
• Definitely

Q5.How do you compare the value we provide against our competitors?

• The competitors are better
• Same as competitors
• You provide better value

Q6.How do you hear about our company?

• Word-of-mouth
• Newspaper
• Internet
• Social Media
• Other

Q7. Do you want us to be on Social Media sites such as Facebook, Twitter, Yelp?

• Not really
• May be
• Absolutely

Q9. How would you like to recommend us to improve our customer service?

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 column charts. The different chart contains different survey questions and customers feedbacks. These are as follows:

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Q1. How long have you been our customer?

From the above chart, 10% of respondents have been buying products from our company for the first time. 15% of respondents have been buying products from our company for less than 3 months, 45% of respondents have been buying products from our company for around one year, 20% of respondents have been buying products from our company for three years and 30% for five years. So maximum respondents have been buying products from our company for around one year.

Q2. What is one thing would you like us to change? In the last 6 months, how has our performance changed?

According to the following chart, 45% respondents think that one thing would they like us to change our performance is worse than before, 50% % respondents thinks that one thing would they like us to change our performance is same as before and 5% respondents thinks that it is better. So, maximum respondents think that one thing would they like us to change our performance is the same as before.

Q3. What do you find most attractive about our company?

Above the chart 20% of respondents think that price is most attractive about our company, 30% think it is a product, 25% think it is customer service and 25% respondents think that most attractive about our company is located. So, maximum respondents think that the product is most attractive to our company.

Q4.Would you recommend us to your friends and families?

Above this chart, 30% of respondents don’t recommend us to their friends and families to purchase products from our company. 50% of respondents may recommend us to their friends and families and 20% definitely recommend us to their friends and families. So, maximum respondents may recommend us to their friends and families.

Q5.How do you compare the value we provide against our competitors?

Above this chart, 30% of respondents think that the competitors are better than us to provide service, 50% of respondents think that this is the same as competitors and 20% of respondents think we provide better value. So, maximum respondents think that this is the same as competitors.

Q6.How do you hear about our company?

From the above chart, 10% of respondents hear about our company by word-of-mouth. 30% of respondents hear about our company by the newspaper, 45% of respondents hear about our company on the internet, 20%respondents hear about our company by social media and 10%respondents hear to our company from other sources. So, maximum respondents hear about our company on the internet.

Q7. Do you want us to be on Social Media sites such as Facebook, Twitter, Yelp?

Above this chart, 20% of respondents not really want us to me on Social Media sites such as Facebook, Twitter, Yelp, 30% of respondents may want us to me on Social Media sites such as Facebook, Twitter, Yelp and 50% of respondents absolutely want us to me on Social Media sites such as Facebook, Twitter, Yelp. So, the maximum number of respondents absolutely want us to be on Social Media sites such as Facebook, Twitter, and Yelp.

Q8. How would you like to recommend us to improve our customer service?

The majority number of respondent recommends responding quickly. They have a complaint that Boots does not respond to their calls effectively. Some respondents recommend Boots to provide more educative salesmen so that they can inform the customer about new products and services innovatively. Some respondents recommend improving the buying environment. Some would like to recommend improving the webpage of Boots as well as providing easy access to buying products. Some respondents recommend providing employee training on how to behave with customers.

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

The most important reason for improving customer service is reputation. The company’s brand image and reputation depend on the way its customer service agents deal with customers on a regular basis.

Boots, established in 1849, is a chain of pharmacies in the UK. It is a subsidiary of Alliance Boots, closely collaborating with manufacturers and pharmacists. It runs various stores such as local community pharmacies, health stores, and beauty stores.

The majority number of respondent recommends responding quickly. They have a complaint that Boots does not respond to their calls effectively. Some respondents recommend Boots to provide more educative salesmen so that they can inform the customer about new products and services innovatively. Some respondents recommend improving the buying environment. Some would like to recommend improving the webpage of Boots as well as providing easy access to buying products. Some respondents recommend providing employee training on how to behave with customers.

Boots should respond to their customers’ calls immediately. The most efficient aspect of social media is that it works fast and is easy to use. It allows brands to quickly connect with their consumers via any of their platforms. Consumers are now also turning to Twitter or Facebook to voice their experiences online – and expect to receive a response from their favorite companies within a 24-48 hour gap. Boots have to provide educative salesman. Customer service should not only be about being responsive, but you should also be offering customers knowledge related to your brand. For instance, if you are a dental office, you can use your Twitter account to easily connect with your patients, while using your Facebook account to post dental tips or educational blog posts. Sharing knowledge can help to provide value to customers and give them a place to go if they need advice. Boots should rearrange their online buying system. And they should improve their webpage design……………..

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