Analyzing the level of customer satisfaction in Tesco Express
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This presentation focuses on analyzing the level of customer satisfaction in Tesco Express. It includes SWOT analysis, PESTLE analysis, Porter's Five Forces, BCG Matrix, primary research on customer satisfaction, and risk assessment and stakeholder analysis.
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Analyzing the level of customer satisfaction in TescoExpress.
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Introduction –Internal and external analysis of business case of Tesco Express sothatthecompanycangainhigherlevelofcustomer satisfaction –In order to determine the problems within Tesco Express, primary data collection method is used –In order to analyze the approaches for the company, risk assessment as well as stakeholder analysis tools are being used –A plan of action is implemented based on the considerations of project management approaches
Background of Tesco Express –Tesco Express is a sub brand of Tesco Plc –Tesco Express shops are stocking mainly foods like fizzy drinks; biscuits processed food chocolates, crisps as well as sweets and required to maximize the revenue. –One of the supermarket numbered as 1 and has market share of above 25% –In UK, total superstores are to be 277.
Research Objectives –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
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SWOT Analysis Strengths 1. Varieties of food products such as fresh, healthly items of food 2. Addition of new product lines of Tesco Express Weaknesses 1. Poor food items prices, limited stores in some areas 2. Low turnover of inventory and not respond to the queries Opportunities 1. Opening of new store in Euro areas 2. Satisfaction of customers to give density area Threats 1. Higher competition in the market 2. Higher rate of interest in the UK
PESTLE Analysis of Tesco Express Political •Tax on the larger supermark ets while the governmen t is being refused to overcome on price rises •Import of the food items as well as goods Economic •Price factor can provide an influence on the supermark ets business of Tesco Express •Increase the cost which will decrease the profit Social •Huge shopping experience s for satisfying the customers •Meet with the customer's demands and tastes Technological •Using innovative technology for deliveering food items •Introductio n of billing system Legal •Smoking free business environme nt •Strict organizatio n's rules Environmen •Collectio of unwante bags of plastic •Uing renewab sources energy •Generat of electricit
Porter’s Five Forces of Tesco Express Threat of new entrants 1. Innovation into the foodd products and food delivery services 2. Lower the fixed cost per units caused due to economics of scale Bargaining power of suppliers 1.Effectve suppliers to deliver the food products 2. Higher competitions from supplier side 3. Improvement over operational profit margins due to late paymnet of suppliers Bargaining power of buyers 1. Large customer base is created 2. Keeping food products price as low and better quality to acheive profitability 3. Innovation over the products cause higher customer satisfaction Threat of substitute of the products 1. Creating unique brand equity of Tesco Express 2. Increase in customer's demands Rivalry among existing competitors 1. Determining a sustainable food product differentiations 2. Rise in market size due to market collaboration
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BCG Matrix of Tesco Express. Stars –High market growth and high market share Question marks –Low market share and high market growth Cash cows –High market share and low market growth Dogs –Low market share and low market growth
Primary Research on the customer satisfaction of Tesco Express –Based on the research, there are total of 20 respondents are being taken and the respondents are selected from West London area –Primary data collection is conducted through using survey method along with direct communication with the project participants (Wysocki, 2014). –The primary research work is performed throughout using situationanalysistools.Theprimarydatamethodis consisted surveys plus descriptive research.
Findings from primary data –It is found that the respondents involved into the survey are 70% male and 30% female. –Respondents involved into the survey are 35% between the age 26-30 years –The online store can offer their consumers to reduce the shopping time and waiting time in the store. –The satisfaction factors are staffs involved in providing services and delivered the services in the store. –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.
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Risk assessment and stakeholder analysis –Riskassessmentissuchatoolusedforanalyzingand identifyingtheriskswhicharefoundintotheproject 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 project management tool termed as stakeholder analysis is used to determine the internal and external stakeholders those are interested and influenced into the project plan. (Johnsonet al.2017).
Conclusion –It is summarized that a primary research study helps to determinethecustomersatisfactionlevelsothatthe company can able to determine its market share as well as profitability. –Thecompanycanprovidenewfooditemstotheir customers so that it can increase profit and revenue.
References –Cameron, E. and Green, M. 2015. Making Sense of Change Management: a complete guide to the models, tools and techniques of organisational change (4thedn.)London: Kogan. –Johnson, G., Whittington, R., Scholes, K., Angwin, D. and Regner, P. 2017.Exploring Strategy: Text and Cases(11thedn.) Harlow: Pearson Education Ltd. –Tesco plc 2016.About us. [online] Tesco plc. Available at: https://www.tescoplc.com/about-us/ [Accessed 4 Mar. 2019]. –Wysocki, R.K. 2014. Effective Project Management: Traditional, Agile, Extreme (7thedn.)Indianapolis, Indiana: John Wiley & Sons.
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