Customer Experience Management : Assignment PDF

Added on - 08 Sep 2021

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Running head: CUSTOMER EXPERIENCE MANAGEMENT
Customer Experience Management
Name of the Student
Name of the University
Author Note
1CUSTOMER EXPERIENCE MANAGEMENT
Table of Contents
Introduction......................................................................................................................................2
Discussion........................................................................................................................................2
Research objectives.....................................................................................................................2
Research methodology.................................................................................................................3
Data collection.............................................................................................................................3
Sampling......................................................................................................................................3
Data Analysis...............................................................................................................................3
Result and Findings.....................................................................................................................4
Primary data collection result......................................................................................................4
Secondary data collection result..................................................................................................9
Summary of the Results.............................................................................................................10
Conclusion.....................................................................................................................................11
Reference List................................................................................................................................12
2CUSTOMER EXPERIENCE MANAGEMENT
Introduction
The term consumer satisfaction is referred to the measurement of the satisfaction level of
the consumers when a particular service or product offered by an organization is used by him or
her. In this era of technological advancement, the competition between the organizations has got
increased by a tremendous level. Considering the fact that the product, and price range of
majority of the organizations established in a specific industry is more or less of similar margin.
Hence, in order to gain competitive advantage over the competitors, organizations should
considered strategies that can enhance the satisfaction of the consumer. The Woolworths
limited, one of the most popular supermarket chains in Australia is currently experiencing
consumer attrition. This decrement in the consumer base of the company is negatively affecting
its yearly revenue. The purpose of this research paper is to investigate the reason behind
gradually decreeing consumer satisfaction of the Woolworths Company.
Discussion
Research objectives
The chief aim of the research is to enhance the experience of the consumers of Woolworths
Australia. The chief objectives of the research paper include:
1.To identify the issue those are causing decrement in the consumer satisfaction.
2.To identify the specific requirements of thee consumers
3.To suggest efficient method that posses the potential to enhance the consumer experience
of Woolworths
3CUSTOMER EXPERIENCE MANAGEMENT
Research methodology
In order to conducted the research, the researcher have used both primary as well as
secondary data. Hence for this research, a mixed methodology has been followed.
Data collection
In order to ensure the authenticity as well as the feasibility of the research, primary data
has been collected in the form of a survey. For the survey a questionnaire have been designed fr
the samples which has 5 questions. In order to gain in-depth knowledge about the specific
requirements of the consumers and methods to ensure consumer satisfaction, secondary research
has been conducted,. In order to conduct the secondary research, 5 scholarly articles relevant to
the research issue have been reviewed.
Sampling
In order to conduct the survey, samples has been chosen randomly. 10 consumers who
had visited the mentioned organization on the day of the survey has been interviewed
(Ramanathan, Subramanian & Parrott, 2017). For secondary data collection 5 scholarly articles
which are relevant to research topic has been reviewed along with that 3 social media reviews
from social media platforms has been analyzed.
Data Analysis
In order to analyze the data, the mixed data analysis method has been followed. For
analyzing the primary data, the quantitative data analysis method has been followed and for
secondary data analysis, the quantitative data analysis method has been followed.
4CUSTOMER EXPERIENCE MANAGEMENT
Result and Findings
Primary data collection result
From the above result it has been found that that majority of the consumers of the Woolworths
organization are of the age range 35 years to 44 years.
5CUSTOMER EXPERIENCE MANAGEMENT
The above graph demonstrates that majority of the consumers are female.
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