Analyzing the Level of Customer Satisfaction in Tesco Express

Running head: ANALYZING THE LEVEL OF CUSTOMER SATISFACTION IN TESCO
EXPRESS
Analyzing the level of customer satisfaction in Tesco Express
Name of the Student:
Name of the University:

1ANALYZING THE LEVEL OF CUSTOMER SATISFACTION IN TESCO EXPRESS
Executive Summary
The study is summarized on the level of customer satisfaction of Tesco Express. By
means of various situation analysis tools, the interior as well as exterior commerce
environment of Tesco Express is to be determined. Based on analyzing the business
environment of the business, there are both positive as well as negative changes into
the business. The researcher is performed primary research by means of survey as well
as tools for situation analysis such that the company can able to identify its internal
issues which they are facing while operating in the market. The reasons behind
customer satisfaction level are being measured using the situation analysis tools. The
aim of research study is done for raising the stage of customer satisfaction along with
lead to make profitability such that they can attract more and more customers towards
their food industry. The primary research study is helped to analyze the statistical data
using survey by which they can evaluate customer’s requirements and components for
the client satisfaction.

2ANALYZING THE LEVEL OF CUSTOMER SATISFACTION IN TESCO EXPRESS
Table of Contents
Component 2:....................................................................................................................3
1. Introduction................................................................................................................3
2. Situation analysis.......................................................................................................3
2.1 Background of case study organization...............................................................3
2.2 Business analysis tools........................................................................................4
3. Problem identification.................................................................................................7
3.1 Data collection methods and tools.......................................................................7
4. Proposed solutions/possibilities.................................................................................7
4.1 Assessment of approaches and justification of approach chosen.......................7
4.2 Primary data.........................................................................................................8
4.3 Cost based analysis and business case to assess options...............................11
4.4 Risk assessment and stakeholder analysis.......................................................11
5. Plan of action...........................................................................................................12
5.1 Work breakdown structure.................................................................................12
5.2 Critical path analysis..........................................................................................12
5.3 Gantt chart..........................................................................................................15
5.4 Resource planning charts...................................................................................20
5.5 Aim and objectives.............................................................................................23
5.6 Risk assessment................................................................................................23
5.7 Stakeholder analysis..........................................................................................26
5.8 Detailed plan of action........................................................................................27
6. Conclusion...............................................................................................................28
References.......................................................................................................................29

3ANALYZING THE LEVEL OF CUSTOMER SATISFACTION IN TESCO EXPRESS
Component 2:
1. Introduction
In this paper, there is interior and exterior analysis of business case of Tesco
Express so that the company can gain higher level of customer satisfaction. By means
of situation analysis tools such as SWOT, porter’s five forces, PESTLE and BCG matrix,
the commerce environment is analyzed. In order to determine the issues within Tesco
Express, primary data collection method is used. It is performed from the side of the
customers by taking their responses using questionnaire method. In order to analyze
the approaches for the company, risk assessment as well as stakeholder analysis tools
are being used. In this study, a plan of action is implemented based on the
considerations of project management approaches like project schedule, planning of
human resources, and work breakdown structure along with critical path analysis.
2. Situation analysis
2.1 Background of case study organization
As a sub brand of Tesco, Tesco Express is operated in UK market in area of
Cranford, Bath road. The company is making profits into the business by meeting with
the customer’s demands by providing them food items such as sweets, processed
foods, biscuits and others. The company gained a market share of 25% to make more
profitability. It is seen that 9.08bn USB is the brand value of the company and there is
grocery sales is 46.6bn USD (Tesco plc 2016). The company is operated a total of 277
stores so that it can promote their sales and also profits.

4ANALYZING THE LEVEL OF CUSTOMER SATISFACTION IN TESCO EXPRESS
2.2 Business analysis tools
SWOT analysis of Tesco Express
Strengths: Tesco Express is introducing various fresh as well as healthy foods
so that they can achieve a higher market share. Higher standards are to be achieved by
Tesco Express so that the customers can access to higher quality of products. They can
achieve a higher market position to become one of the leaders in the supermarket of
UK. They are recently addition of 800 stores in the product lines.
Weaknesses: In the main store of Tesco Express, the price factor is not
considered as good. There is also limitation of wide varieties of stores of the company.
Because of the smaller departmental stores, there is weak turnover of their store
inventory. The staffs are not able to respond to the customer’s queries on time which
causes to increase in customer dissatisfaction.
Opportunities: The Company is leveraging their business into the Euro Zone for
attracting more customers towards their food businesses. The organization is bringing
up into the density locations (Tesco plc 2016). They are also thinking to expand into the
international market so that they can get private labeling schemes into the business
operations.
Threats: There are some factors which have threatened the internal and external
business functions of Tesco Express like credit crunches and economical recessions
(Tesco plc 2016). Those factors can threaten the marketplace share in addition to
productivity of the company. There is higher interest level in UK, due to which the
company can face critical conditions into the foreign marketplaces.
PESTLE analysis of Tesco retail
Factors Details
Political There is import of the food items as well as goods which can affect
the organization when it is importing inventory into countries like East
Asia and China (Tesco Plc 2016). The local council of UK proposed a

5ANALYZING THE LEVEL OF CUSTOMER SATISFACTION IN TESCO EXPRESS
tax on the larger supermarkets while the government is being refused
to overcome on price rises.
Economic The price factor can provide an influence on the supermarkets
business of Tesco Express. They are focused to increase the cost
which will decrease the profit (Tesco plc 2016). Due to increase into
the customer’s demands, there is increase into the supply of the food
items.
Social The company has opened is food stores in and out of the UK so that
they can meet with the customer’s requirements as well as demands
(Capon 2009). For all ages and classes of customers, food products
of the company are produced so that they can meet with the
customer’s demands plus tastes to change in their lifestyle. .
Technological The company is introducing automated system in their store instead
of traditional system. They come with paperless payments so that
there is change in the market value of Tesco Express.
Tesco Express has introduced billing system call, Till where the
customers can pick and invoice (Johnson et al. 2017).
Legal There is following of strict rules as well as regulations so that the
organization can warm the customers about the legal issues. There
should be smoking free environment into the business premises.
Environmental There should be no usage of plastic bags and on time it is required to
recycle it. There should be usage of renewable sources of energy and
till the year 2030, there is generation of electricity (Tesco plc 2016).
Porter’s five force analysis of Tesco retail
Porter’s five force
factors
Details
Threat of new
entrants (Medium)
 Innovation into the food products and food delivery
services
 Lower the fixed cost per units caused due to economics

6ANALYZING THE LEVEL OF CUSTOMER SATISFACTION IN TESCO EXPRESS
of scale
Bargaining power of
suppliers (Low)
 Effective suppliers to deliver the food products
 Higher competitions from supplier side
 Improvement over operational profit margins due to late
payment of suppliers (Wysocki 2014).
Bargaining power of
buyers (Low)
 Large customer base is created
 Keeping food products price as low and better quality to
achieve profitability
 Innovation over the products cause higher customer
satisfaction
Threat of substitute
of the products
(Medium)
 Creating unique brand equity of Tesco Express
 2. Increase in customer's loads (Worthington and
Britton 2015).
Rivalry among
existing competitors
(Medium)
 Determining a sustainable food product differentiations
 2. Rise in market size due to market collaboration
BCG Matrix of Tesco retail
Stars
High market growth
Higher growth of Tesco Express due
to creating new food products,
therefore the company invests more
in food market.
High market share
Due to gaining higher market
growth, in coming days, Tesco
would gain higher market share.
Question Marks
Low market share
Low market share
There is low revenue of the
products as Tesco Express has
smaller stores, leads to lower
the market share.
High market growth
Higher development of the
market leads to positive
sources of the products
stability.
Cash Cows
High market share
The food products of Tesco Express
have reached its maturity point to
achieve higher market share.
Dogs
Low market share
There is improper managing of
business units; the company
has invested in other market
leads to losses of products.
HighMarket growth
rate

7ANALYZING THE LEVEL OF CUSTOMER SATISFACTION IN TESCO EXPRESS
Low market growth
There is required to have capital
input for gaining lower growth, then
cash cow is profitable for the
organization.
Low market growth
There is low chance of the
company to grow as there are
issues regarding food items.
3. Problem identification
3.1 Data collection methods and tools
In this research study, primary data collection is performed so that it can help to
identify the issues which are identified from point of view of the clients as well as
stakeholders involved into the Tesco Express. There are total of 20 participants those
are selected for this study and age group considered is 18-45 years. Both male and
female are involved into the primary data collection from West London. The primary
research work is performed throughout using situation analysis tools. The primary data
method is consisted surveys plus descriptive research. Primary data collection is
conducted through using survey method along with direct communication with the
project participants. It is useful to determine customer’s satisfaction level (Slack et al.
2018). This investigate study is mainly performed by the business of Tesco Express in
order to modify food services and food items.
4. Proposed solutions/possibilities
4.1 Assessment of approaches and justification of approach chosen
There should be conducting of in-depth research of the market situation of Tesco
Express within Cranford, Bath road, by means of primary research. A market analysis is
being performed using the primary research approach. Collected raw data help the
investigator to determine and study current market position of Tesco Express
(Association for Project Management 2012). The collected data provides data validity
along with data reliability. The responses are being evaluated from the participants so
that sensitive information is considered in this case.
High LowMarket Share
Low

8ANALYZING THE LEVEL OF CUSTOMER SATISFACTION IN TESCO EXPRESS
4.2 Primary data
Based on the research, there are total of 20 respondents are being taken and the
respondents are selected from West London area. Listed below are the survey
questions to analyze the customer satisfaction of Tesco Express such as:
1. Your gender
Options Responses Total respondents Percentage
Male 14 20 70%
Female 6 20 30%
From the above table, it is found that the respondents involved into the survey
are 70% male and 30% female.
2. Your age group
Options Responses Total respondents Percentage
Less than 25 years 7 20 35%
26-30 years 7 20 35%
31-45 years 6 20 30%
From the above table, it is found that the respondents concerned into the survey
are 35% between the age 26-30 years and less than 25 years. 30% are between the
age group of 31-45 years. Thus, most of them are young aged.
3. When purchasing the food items, do you prefer to shop online or in-store?
Options Responses Total respondents Percentage
Online 17 20 85%
In-store 3 20 15%
From the above table, it is found that the respondents involved into the survey
are used of online services such that they can categorize the food items from higher list

9ANALYZING THE LEVEL OF CUSTOMER SATISFACTION IN TESCO EXPRESS
of the food products. The online store can offer their consumers to reduce the shopping
time and waiting time in the store.
4. How it would satisfy you to get customer satisfaction in the store in current
visit?
Options Responses Total respondents Percentage
Very satisfied 1 20 5%
Satisfied 12 20 60%
Neither satisfied nor
dissatisfied
4 20 20%
Dissatisfied 3 20 15%
Very dissatisfied 0 20 0%
From the above table, it is found that the respondents involved into the survey
are 60% satisfied that they are gaining higher satisfaction level when they have visited
the store. The satisfaction factors are staffs involved in providing services and delivered
the services in the store.
5. How satisfied are you with respond to the complaints from customer
representative?
Options Responses Total respondents Percentage
Very satisfied 0 20 0%
Satisfied 10 20 50%
Neither satisfied nor
dissatisfied
5 20 25%
Dissatisfied 5 20 25%
Very dissatisfied 0 20 0%

10ANALYZING THE LEVEL OF CUSTOMER SATISFACTION IN TESCO EXPRESS
From the above table, it is found that the respondents involved into the survey
are 50% satisfied that their complaints are responded on time and taken at higher
priority. The customer representative provides quality products as well as services to
the customers those are visited the store. It helps to maintain a good position in UK and
increase in market share.
6. Did the organization’s customer service make you feel like a valued customer?
Options Responses Total respondents Percentage
Yes 18 20 90%
No 2 20 10%
From the above table, it is found that 90% of the respondents pleased with the
purchaser services of Tesco Express by providing valued customers. It can meet with
the customer’s demands.
7. Did the description of product on the website accurately represent what you
received?
Options Responses Total respondents Percentage
Yes 15 20 75%
No 5 20 25%
From the above table, it is found that 75% of the respondents are satisfied with
the details which are provided on the online website related to the products and
services. 25% of other respondents are not satisfied as they are facing difficulties to
handle the products due to lack of management control. Healthy products are delivered
to the customers to deliver better food items.

11ANALYZING THE LEVEL OF CUSTOMER SATISFACTION IN TESCO EXPRESS
4.3 Cost based analysis and business case to assess options
In this study, cost benefit is being done for evaluating the total cost based on the
project plan to analyze the customer approval level in comparison of benefit
opportunities. It is done to analyze the implementation process conducted by the project
team. Increase into level of customers along with employee satisfaction level is
intangible items which cause issues to measure the monetary returns. This return in
increasing customer satisfaction level is measured by understanding direct outcomes of
increase in satisfaction levels.
Based on the primary research, the fulfillment level of the customers of Tesco
Express is taken at higher priority. There is a challenge over measuring the satisfaction
by using survey from point of view of their customers. The satisfied consumers are
offered better referrals and offer reliable and proper results.
4.4 Risk assessment and stakeholder analysis
There is analysis of two tools which are conducted in this research study which
are risk assessment as well as stakeholder analysis. Risk assessment is such a tool
used for analyzing and identifying the risks which are found into the project provides
impact on level of customer satisfaction. In this project study, Qualitative risk
assessment tool is taken which can determine probability of risks which are occurred
(Cameron and Green 2015). The probabilities of the identified risks are done by using
SWOT and historical data analysis methods.
The project management tool termed as stakeholder analysis is used to
determine the interior and exterior stakeholders those are interested and influenced into
the project plan. For each of the project stakeholders, responsibilities are being
determined into business case. The management level stakeholders provide support to
other project team members to get success and meet with customer satisfaction (Lock
2018). The main priority of this business organization is to meet with customer’s
demands which can lead to increase in customer satisfaction level, increase into
revenue as well as profits.

12ANALYZING THE LEVEL OF CUSTOMER SATISFACTION IN TESCO EXPRESS
5. Plan of action
5.1 Work breakdown structure
Figure 1: Work breakdown structure
(Source: Created by author)

13ANALYZING THE LEVEL OF CUSTOMER SATISFACTION IN TESCO EXPRESS
5.2 Critical path analysis
Figure 2: Critical path analysis
(Source: Created by author)

14ANALYZING THE LEVEL OF CUSTOMER SATISFACTION IN TESCO EXPRESS
Budget Plan
The total cost of this project plan is £49,600.
Tangible Benefits
Category In £
Initiation phase £3,000.00
Planning phase £100.00
Perform the primary research £5,000.00
Perform the situation analysis £4,000.00
Improvement over project planning and controlling £7,000.00
Additional cost £0.00
Total Tangible Benefits £19,100.00
Tangible One-Time Costs
Category In £
Development cost
£
3,000.00
Cost of the raw materials
£
5,000.00
Cost of the food items
£
1,000.00
Training cost of workers
£
2,000.00
Cost for preparation of items
£
2,500.00
Additional cost
£
3,000.00
Total Tangible One-Time Costs
£
16,500.00

15ANALYZING THE LEVEL OF CUSTOMER SATISFACTION IN TESCO EXPRESS
Tangible Recurring Costs
Category In £
Cost of maintenance of the store
£
9,000.00
Increment in cost for storage of data
£
1,500.00
Increase in cost for communication plan
£
1,500.00
Innovative and automatic system
£
-
Supplier cost
£
2,000.00
Additional cost
£
-
Total Tangible Recurring Costs
£
14,000.00
5.3 Gantt chart
WBS Task Name Duration Start Finish Resource Names
0
Analyzing the
customer satisfaction
level in Tesco Express
70 days Mon
5/6/19 Fri 8/9/19
1 Phase 1: Project
Planning 30 days Mon
5/6/19 Fri 6/14/19
1.1
Identify the scope of
behind the customer
satisfaction increase
2 days Mon
5/6/19 Tue 5/7/19 Project Manager
1.2 Determine the
project aim and
objectives of Tesco
7 days Wed
5/8/19
Thu
5/16/19
Project Manager

16ANALYZING THE LEVEL OF CUSTOMER SATISFACTION IN TESCO EXPRESS
Express
1.3
Implement a project
charter based on Tesco
Express market
9 days Fri
5/17/19
Wed
5/29/19
Project Manager,
Market Researcher
1.4 Plan the project
schedule 12 days Wed
5/8/19 Mon 6/3/19
Project Manager,
Market Researcher,
Project Sponsor
1.5 Achieve the
milestone of the project 1 day Thu
5/30/19
Thu
5/30/19 Project Manager
1.6
Delivery of the food
items by the suppliers
on time
2 days Fri
5/31/19 Mon 6/3/19 Project Manager,
Project Sponsor
1.7
Coordinate and
interact with the
customers
3 days Fri
5/17/19
Tue
5/21/19
Market Analyst, Market
Researcher
1.8 Management
support 2 days Wed
5/22/19
Thu
5/23/19
Customer Service
Representative,
External Customer
1.9 Plan the project
budget 13 days Fri
5/24/19
Tue
6/11/19
Project Manager,Project
Sponsor
1.10 Achieve the project
cost 3 days Thu
5/30/19 Mon 6/3/19 Project Manager,
Project Sponsor
1.11
Making the project
changes as per market
requirements
3 days Wed
6/12/19 Fri 6/14/19 Project Manager,
Project Sponsor
2
Phase 2: Measure
the customer
satisfaction levels
18 days Tue
6/4/19
Thu
6/27/19
2.1 Performing the
historical trends in
market of Tesco
6 days Mon
6/17/19
Mon
6/24/19
Project Manager,
Project Sponsor

17ANALYZING THE LEVEL OF CUSTOMER SATISFACTION IN TESCO EXPRESS
Express
2.2 Improvement over
communication plan 3 days Tue
6/25/19
Thu
6/27/19
Project Manager,
Project Sponsor
2.3 Identify the project
risks 5 days Tue
6/4/19
Mon
6/10/19
Project Manager,
Market Analyst
2.4 Providing training to
the users 12 days Tue
6/11/19
Wed
6/26/19
Market Researcher,
Project Manager
3 Phase 3: Perfome
the primary research 28 days Fri
5/24/19 Tue 7/2/19
3.1 Selection of project
participants 4 days Thu
6/27/19 Tue 7/2/19
Customer Service
Representative, Internal
Customer
3.2
Performing the
research work by survey
method
3 days Fri
5/24/19
Tue
5/28/19 Market Analyst
3.3 Collection of data 5 days Wed
6/12/19
Tue
6/18/19
Customer Service
Representative, Market
Analyst,Market
Researcher
4 Phase 4: Perform
situation analysis 21 days Tue
6/25/19
Tue
7/23/19
4.1
Analyze internal and
external market by
SWOT analysis
5 days Tue
6/25/19 Mon 7/1/19 Project Manager
4.2
Analyze external
environmnet by PESTLE
analysis
4 days Tue
7/2/19 Fri 7/5/19 Market Researcher
4.3 Identifying the
porter's force factors 6 days Mon
7/8/19
Mon
7/15/19
Customer Service
Representative, Internal
Customer, Sales
Representative

18ANALYZING THE LEVEL OF CUSTOMER SATISFACTION IN TESCO EXPRESS
4.4
Analyzing internal
and external market by
BCG matrix
6 days Tue
7/16/19
Tue
7/23/19 Market Researcher
5 Phase 5: Project
closure 13 days Wed
7/24/19 Fri 8/9/19
5.1 Prepare a draft of
the project 5 days Wed
7/24/19
Tue
7/30/19 Project Manager
5.2 Release the project
stakeholders 4 days Wed
7/31/19 Mon 8/5/19 Project Manager,
Project Sponsor
5.3 Final submission of
the project 4 days Tue
8/6/19 Fri 8/9/19 Project Manager

19ANALYZING THE LEVEL OF CUSTOMER SATISFACTION IN TESCO EXPRESS
Figure 3: Gantt chart
(Source: Created by author)

20ANALYZING THE LEVEL OF CUSTOMER SATISFACTION IN TESCO EXPRESS
5.4 Resource planning charts
Resource Name Work
Project Manager 720 hrs
Identify the scope of behind the customer satisfaction
increase 16 hrs
Determine the project aim and objectives of Tesco
Express 56 hrs
Implement a project charter based on Tesco Express
market 72 hrs
Plan the project schedule 48 hrs
Achieve the milestone of the project 8 hrs
Delivery of the food items by the suppliers on time 16 hrs
Plan the project budget 104 hrs
Achieve the project cost 24 hrs
Making the project changes as per market requirements 24 hrs
Performing the historical trends in market of Tesco
Express 48 hrs
Improvement over communication plan 24 hrs
Identify the project risks 40 hrs
Providing training to the users 96 hrs
Analyze internal and external market by SWOT analysis 40 hrs
Prepare a draft of the project 40 hrs
Release the project stakeholders 32 hrs
Final submission of the project 32 hrs

21ANALYZING THE LEVEL OF CUSTOMER SATISFACTION IN TESCO EXPRESS
Market Researcher 360 hrs
Implement a project charter based on Tesco Express
market 72 hrs
Plan the project schedule 48 hrs
Coordinate and interact with the customers 24 hrs
Providing training to the users 96 hrs
Collection of data 40 hrs
Analyze external environment by PESTLE analysis 32 hrs
Analyzing internal and external market by BCG matrix 48 hrs
Market Analyst 128 hrs
Coordinate and interact with the customers 24 hrs
Identify the project risks 40 hrs
Performing the research work by survey method 24 hrs
Collection of data 40 hrs
Internal Customer 80 hrs
Selection of project participants 32 hrs
Identifying the porter's force factors 48 hrs
External Customer 16 hrs
Management support 16 hrs
Customer Service Representative 136 hrs
Management support 16 hrs
Selection of project participants 32 hrs
Collection of data 40 hrs
Identifying the porter's force factors 48 hrs

22ANALYZING THE LEVEL OF CUSTOMER SATISFACTION IN TESCO EXPRESS
Sales Representative 48 hrs
Identifying the porter's force factors 48 hrs
Project Sponsor 320 hrs
Plan the project schedule 48 hrs
Delivery of the food items by the suppliers on time 16 hrs
Plan the project budget 104 hrs
Achieve the project cost 24 hrs
Making the project changes as per market requirements 24 hrs
Performing the historical trends in market of Tesco
Express 48 hrs
Improvement over communication plan 24 hrs
Release the project stakeholders 32 hrs
Figure 4: Resource overview graph

23ANALYZING THE LEVEL OF CUSTOMER SATISFACTION IN TESCO EXPRESS
(Source: Created by author)
Resource Name Start Finish Work
Project Manager Mon 5/6/19 Fri 8/9/19 720 hrs
Market Researcher Wed 5/8/19 Tue 7/23/19 360 hrs
Market Analyst Fri 5/17/19 Tue 6/18/19 128 hrs
Internal Customer Thu 6/27/19 Mon 7/15/19 80 hrs
External Customer Wed 5/22/19 Thu 5/23/19 16 hrs
Customer Service
Representative Wed 5/22/19 Mon 7/15/19 136 hrs
Sales Representative Mon 7/8/19 Mon 7/15/19 48 hrs
Project Sponsor Wed 5/8/19 Mon 8/5/19 320 hrs
5.5 Aim and objectives
The research study is aimed to analyze the reasons behind the satisfaction level
of the customers which provide huge impact on profitability of Tesco Express to become
competitive in West London Area. Below are the objectives of this study such as:
 To determine the demands of customers based on the food items required for
them
 To analyse inner and exterior industry functions of Tesco Express
 To determine impact of customer satisfaction on business operations
 To determine causes of dissatisfaction level of the customers
 To analyze factors behind satisfaction level
 To focus on business profitability
5.6 Risk assessment
The risk assessment table shows the types of project risks, its probability,
impacts, risk response strategies and risk owner.

24ANALYZING THE LEVEL OF CUSTOMER SATISFACTION IN TESCO EXPRESS
Risk
Id
Risk Description Probability Impact Risk
level
Risk response Risk
Own
er
1 The organization
is failed to meet
with the
customer’s
demands which
lead to loss of the
market of Tesco
Express
Moderate Extreme High
risk
Customer focused
strategies are
required to be
implemented into
the organization to
meet with the
customer’s
concerns.
Mark
et
Rese
arche
r
2 There is lack of
interaction among
the members of
the team involved
into the project
plan.
Moderate Extreme High
risk
In this case, a
plan is required on
communication to
interact with the
clients (Lynch
2015).
Proje
ct
Mana
ger
3 The participants
are not interested
to provide their
responses for the
survey questions.
Likely Moderat
e
Medi
um
risk
The participants
should require
motivating for
providing their
responses in order
to do primary
research (Maylor
2010).
Proje
ct
Mana
ger
4 There is
transforming into
the economic
business
environment lead
to low the profit
margins.
Likely Moderat
e
Medi
um
risk
There should
require building
stronger relations
with the
customers in case
it will lower down
the cost.
Proje
ct
Spon
sor
5 The company has
no proper
strategies to
achieve
competitive
advantage.
Unlikely Minor Low Primary research
will help to
implement
strategies
(Saunders, Lewis
and Thornhill
Mark
et
Rese
arche
r

25ANALYZING THE LEVEL OF CUSTOMER SATISFACTION IN TESCO EXPRESS
2016).

26ANALYZING THE LEVEL OF CUSTOMER SATISFACTION IN TESCO EXPRESS
5.7 Stakeholder analysis
Stakeholder
role
Impact Influence Important to stakeholder Stakeholder contribute to the
project
Strategy for
engagement of
stakeholder
Manager of the
project plan
High High They can maintain the
project schedule as well as
estimate the project budget
so that it leads to update in
project progress.
Interaction with the project team
members for supporting the
customer’s demands.
Weekly based
meetings and face-
to-face discussion
Market
Researcher
High High Collection of responses
from the customers and
analyzing the collected raw
data in statistical form
Perform the market research in
UK food industries for analyzing
the level of customer
satisfaction
Monthly based
meetings
Customer
Sales
Representative
High Medium They can suggest data
based on food products
and items and update the
details of customer’s
preferences
They are offering suggestions to
the company that they can
make innovative food items,
healthy items for making
profitability, rise in market share
Weekly based
meetings and face-
to-face discussion
Financial
Officer
High Medium Collection of funds for the
project plan and estimation
of budget based on project
requirements to conduct a
research in UK market
They are agreed with budget
plan dependent on the project
needs
Quarterly meetings
with the project
team members
Market Analyst Low High Determine the current
market of Tesco Express
by recording the buying
habits of customers
Collect primary data by market
research of Tesco Express
Weekly based
meetings and face-
to-face discussion

27ANALYZING THE LEVEL OF CUSTOMER SATISFACTION IN TESCO EXPRESS
5.8 Detailed plan of action
Action
Description
Responsibl
e
Date to
begin
Due date Resources
required
Outcome
Collecting of
information
based on the
customer’s
survey
Project
Manager and
Researcher
2/6/2019 3/15/2019 Survey form Monitor and
analyze the
collected data
for
determining
the
satisfaction
level of the
customers
Analyzing the
high drivers
behind
dissatisfaction
level of the
customers
Market
Researcher
4/16/2019 5/3/2019 Presentation
and email
It is
performed for
determining
the top
priority issues
for making
improvements
into the food
items.
Responding to
the consumer’s
queries
Market
Researcher
3/5/2019 5/2/2019 Email Offering thank
you letter to
the
consumers
those are
participated
into the
survey
Sending of email
towards the
customer’s
feedback
Market
Researcher
3/29/2019 4/21/2019 Presentation
and email
Findings of
the data
analysis

28ANALYZING THE LEVEL OF CUSTOMER SATISFACTION IN TESCO EXPRESS
6. Conclusion
It is summarized that a primary research study helps to establish the customer
satisfaction level so that the company can able to determine its market share as well as
profitability. The company can give new food items to their customers so that it can
increase profit and revenue. The internal and external analysis is performed to identify
the business related problems of the company. It is required to assemble with the
customer’s demands as well as requirements to become number one supermarket into
the business organization.

29ANALYZING THE LEVEL OF CUSTOMER SATISFACTION IN TESCO EXPRESS
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