Survey On Sainsbury’s customer service (GC01171)

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

Sainsbury’s customer service

Dear Customer,
Our goal is to provide our customers with the best service possible. Please take a few minutes to complete the following customer service questionnaire. Your comments will enable us to see how we’re doing overall and find out how we can improve.

Q1. How do you evaluate our staff availability in a timely manner?

• Excellent
• Very good
• Good
• Bad
• Very bad

Q2. How do you evaluate staff greeting and offering to help you?

• Excellent
• Very good
• Good
• Bad
• Very bad

Q3. How do you evaluate our staff as friendly and cheerful throughout?

• Excellent
• Very good
• Good
• Bad
• Very bad

Q4. How do you evaluate our staff in answering your questions?

• Excellent
• Very good
• Good
• Bad
• Very bad

Q5. How do you evaluate our staff offering pertinent advice?

• Excellent
• Very good
• Good
• Bad
• Very bad

Q6. How do you evaluate Staff courtesy throughout?

• Excellent
• Very good
• Good
• Bad
• Very bad

Q7. Overall how do you rate our customer service?

• Excellent
• Very good
• Good
• Bad
• Very bad

Q8. How could we 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 Pie charts. The different chart contains different survey questions and customers feedbacks. These are as follows:

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Q1. How do you evaluate our staff availability in a timely manner?

According to this chart, it shows that the 45% respondents think that our staff availability in a timely manner is excellent. 15% of respondents think very well and 10% of respondents think good about our staff availability in a timely manner and 17% of respondents think that our staff availability in a timely manner is bad and 13% of respondents think it is poor. Maximum respondents think that our staff availability in a timely manner is excellent.

Q2. How do you evaluate staff greeting and offering to help you?

According to this chart, it shows that 40% of respondents think that staff greeting and offering to help them is excellent. 15% of respondents think very well and 15% of respondents think good about staff greeting and offering to help them and 20% respondents think that staff greeting and offering to help them is bad and 10% respondents think it is very bad. Maximum respondents think that staff greeting and offering to help them is excellent.

Q3. How do you evaluate our staff as friendly and cheerful throughout?

According to this chart, it shows that the 50% respondents think that our staff friendly and cheerful throughout is excellent. 15% of respondents think very well and 10% of respondents think good about our staff friendly and cheerful throughout and 12% of respondents our staff friendly and cheerful throughout is bad and 13% respondents think it is very bad. Maximum respondents think that our staff friendly and cheerful throughout is excellent.

Q4. How do you evaluate our staff in answering your questions?

According to this chart, it shows that the 45% of respondents think that our staff answering their questions is excellent. 15% of respondents think very well and 10% of respondents think good about our staff answering their questions and 17% of respondents think that our staff answering their questions is fair and 13% of respondents think it is poor. Thus, maximum respondents think that our staff answering their questions is excellent.

Q5. How do you evaluate our staff offering pertinent advice?

According to this chart, it shows that the 40% respondents think that our staff offering pertinent advice is excellent. 15% of respondents think very well and 15% of respondents think good and 20% of respondents think that our staff offering pertinent advice is bad and 10% of respondents think it is very bad. Maximum respondents think that our staff offering pertinent advice is excellent.

Q6. How do you evaluate Staff courtesy throughout?

According to this chart, it shows that 45% of respondents think that Staff courtesy throughout is excellent. 15% of respondents think very well and 10% of respondents think good about Staff courtesy throughout their questions and 17% of respondents think that Staff courtesy throughout is fair and 13% of respondents think it is poor. Thus, maximum respondents think that Staff courtesy throughout is excellent.

Q7. Overall how do you rate our customer service?

According to this chart, it shows that 50% of respondents think that our customer service is excellent. 15% of respondents think very well and 10% of respondents think good about our customer service and 12% of respondents our customer service is bad and 13% of respondents think it is very bad. Maximum respondents think that our customer service is excellent.

Q8. How could we improve our customer service?

Maximum respondents have complaints about the online purchasing system of Sainsbury. They would like to recommend to improve the webpage of Sainsbury as well as to provide easy access to buying products. Some respondents recommend providing employee training on how to behave with the customers. The respondents have complaints about the attitude of the staff. And the rest of the respondents recommend fastening the delivery services of Sainsbury.

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

Supermarket chain Sainsbury’s has announced plans to improve its customer experience following its interim results, which saw underlying group sales drop 0.3 percent to £13,916 million in the 28 weeks to September 27th. The figure stood at £13,953 million in the 2013/14 financial year. Like-for-like sales excluding fuel also dropped by 2.1 percent compared to last year. Among the measures being taken to improve the in-store customer experience is further investment in staff training and a new automated tool to track availability. Sainsbury’s also announced an investment in its systems infrastructure to create a single view of its customers, leading to “increasingly effective” interactions.

Maximum respondents have complaints about the online purchasing system of Sainsbury. They would like to recommend to improve the webpage of Sainsbury as well as to provide easy access to buying products. Some respondents recommend providing employee training on how to behave with the customers. The respondents have complaints about the attitude of the staff. And the rest of the respondents recommend fastening the delivery services of Sainsbury.

Sainsbury should rearrange their online buying system. Secondly, Sainsbury should provide better staff behavior with the customers. And finally, they have to improve their online delivery system………………

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