Improving Customer Satisfaction in Lidl Ilford Hainault: A Study

This study focuses on identifying the factors behind customer dissatisfaction and developing an action plan for improving customer satisfaction in Lidl Ilford Hainault. The literature review highlights the importance of consumer satisfaction in the retail industry and the factors that affect it. The research methodology involves secondary research, and the project plan outlines the activities involved in the study.

Poor customer service in East London
Research Questions:.............................................................................................................3
Research Objectives:............................................................................................................3
1

REFERENCES................................................................................................................................5
2

Research Questions:
 What are the reasons behind the customer satisfaction and dissatisfaction?
 What are the steps that can be taken to improve the customer satisfaction?
Research Objectives:
 To identify the factor behind customer dissatisfaction
 To develop an action plan for improvement of satisfaction
Literature Review:
Consumers are the king of the market for which organization needs to have a proper
understanding of the reason behind the factors which is leading to consumer satisfaction and
dissatisfaction. Lidl is operating business operations in the retail industrial sector in which
consumer satisfaction plays an important role (Pollak, Vachal and Vavrek, 2022). The main
reason behind consumer satisfaction is the brand experience, service, and technology that
organizations offer and the quality and pricing of products and services. While if it is talked
about factors which create the satisfaction among consumers is if the quality of products and
services falls behind consumer expectations, lack of after service sales, etc. This company needs
to focus upon three factors of consumer satisfaction which are consistency, consistency, and
consistency, and adopt a comprehensive approach to provide higher satisfaction, as poor
consumer service is affecting Lidl in terms are reducing the number of consumer attraction and is
causing a loss in profit.
To improve the satisfaction level of consumers and organizations need to emphasize the
factors that service falls beyond consumer expectations. In context with Lidl pricing and
consumer service and poor lead generation and conversation is causing dissatisfaction among
consumers and making them face issues like poor sales and unhappy consumers and loss of
consumers (Wulandary, Rivai and Rahmi, 2022). This organization can take steps like setting up
an effective consumer feedback channel, implementing consumer feedback, resolving consumer
complaints more quickly, responding to negative feedback, and understanding their expectations
while reducing their time and offering them information to products with the help of various
multichannel. In addition to this Lidl can also undertake advantage of social media channels to
3

connect with consumers and provide ththeppropriate information and highlights about products
and services.
In the retail business, consumer satisfaction is directly linked to the quality of products and
after service sales which is essential for an organization to implement to identify consumer
satisfaction factors that are playing a major role behind consumer satisfaction and affecting Lidl
are associated with complaint management, high pricing of products and services, after-sales
service, less engagement with consumers as compared to other rivals (Casais, Teixeira and
Fernandes, 2022). In this, organizations need to provide hassle-free and compatible services to
customers with the help of understanding their actual needs and demands. By having proper
knowledge of the factors which is causing consumer satisfaction organization can implement
ways through which they can enhance their satisfaction in a well-defined and effective manner.
After making identification of factors behind consumer dissatisfaction with the help of
developing consumer service community providing multi-channel support, making employee
satisfaction a priority, and turning consumer survey data into action Lidl can overcome the
problem of consumer satisfaction (Septiani, 2022). This company is also required to focus upon
offering personalized services to customers and put emphasis on social media plans and set
expectations and ask for more feedback. This will help Lidl to significantly overcome the
challenge of consumer dissatisfaction.
Research Methodology:
Secondary research will be used for the completion of the report and for the process of
data collection, information will be gathered from various sources such as books, journals, books
etc. Secondary information helps the researcher in including effective information in the
research. The researcher will also evaluate as well as analyse all of the information that is
gathered from the secondary sources.
Project Plan:
4

Activ
ities
1st week 2nd
week
3rd
week
4th week 5th week 6th week 7th
week
8th week
5

Selec
tion
of
resea
rch
topic
Draft
ing
resea
rch
prop
osal
Perfo
rmin
g
litera
ture
revie
w
with
the
devel
opme
nt of
them
es.
Form
ing
quest
6

ionna
ire
consi
sting
of
both
close
ende
d and
open-
ende
d
quest
ions.
Colle
ction
of
data
throu
gh
quest
ionna
ire
Anal
ysing
the
colle
cted
data
7

.
Draw
ing
concl
usion
Reco
mme
nding
vario
us
strate
gies
for
resol
ving
issue
regar
ding
demo
tivati
on.
Cons
ultati
on
with
tutor.
Perfo
rmin
g
8

modi
ficati
on if
any.
Final
subm
issio
n.
REFERENCES
Books and Journals
Casais, B., Teixeira, A. and Fernandes, C., 2022. Consumer Perception of Corporate Social
Responsibility (CSR) Through Retail Brand Labels Disclosure. International Journal of
Social Ecology and Sustainable Development (IJSESD), 13(4), pp.1-14.
Pollak, F., Markovic, P., Vachal, J. and Vavrek, R., 2022. Analysis of e-Consumer Behavior
during the COVID-19 pandemic. In Intelligent Processing Practices and Tools for E-
Commerce Data, Information, and Knowledge (pp. 95-114). Springer, Cham.
Septiani, F., 2022. Marketing Strategy Analysis To Increase Consumer Satisfaction Using
SWOTAnalysis On Caffein Waroeng Kopi Bojongsari. International Journal of
Science, Technology & Management, 3(1), pp.202-208.
Wulandary, D.D., Rivai, A.K. and Rahmi, R., 2022. Investigating Customer Satisfaction of the
Bakauheni-Palembang Toll Road. Jambura Science of Management, 4(1), pp.29-45.
9