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Customer Service - Q10 Support
Using your survey results, you need to state what is good and bad about customer service within Tesco. Below is how to ‘structure’ your answer:
- Green text – What you have found out about Customer Service within Tesco (good things)
- Red text – What negative/not so good things you have found out about Tesco’s customer service
- Blue – How Tesco could improve and WHY this could help them
From the analysis of my survey results I can conclude the following about customer service within Tesco’s:
- 80% of customer believe that staff within Tesco treated them with respect and were helpful in dealing with their enquiries. However, 20% believed they could improve this by allowing more time to deal with each customers query. This would be beneficial to Tesco as this would ensure that every customer query was dealt with effectively and could also work towards every customer being happy with the service they have received.
This needs to be completed for each question you have asked on your survey.
Once you have evaluated Tesco's customer service and law compliance you need to suggest how Tesco could improve its customer service in the future. To do this you could recommend the following or come up with suggestions from any of Tesco's competitors i.e. ASDA, Morrisons, Sainsbury etc.
Possible Additional Improvements:
- Online shopping: using a service like Ask Anna (see IKEA website www.ikea.co.uk)
- Mobile/text internet service
- Virtual store browsing online
- Any activities that ASDA, Morrison’s or Sainsbury currently do that Tesco does not (if any!!!)
Learning Resources
