Improving Customer Satisfaction in Lidl Ilford Hainault: A Study

Poor customer service in East London
Research Questions:.............................................................................................................3
Research Objectives:............................................................................................................3
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REFERENCES................................................................................................................................5
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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
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