Investigating Customer Service

INVESTIGATING
CUSTOMER SERVICE

Table of Contents
Table of Contents.............................................................................................................................2
INTRODUCTION...........................................................................................................................3
Task 1...............................................................................................................................................3
Research methods to improve customer service..........................................................................3
Monitor customer service progress..............................................................................................4
Monitoring methods in contrasting businesses............................................................................5
Research to improve customer service........................................................................................7
Indicating of improving customer service...................................................................................8
CONCLUSION................................................................................................................................8
REFERENCES..............................................................................................................................10

INTRODUCTION
Investigate customer service denoted to analysis the services company cater to its
customers. This report is based on the case study of Marks and Spencer Company in respect to
customer service. The organisation is established in the year 1884 by the founder Michael Marks
and Thomas Spencer. Company is currently catering its services under the retail market.
Organisations business locations are approximately 15000 in numbers. This report will discuss
about the customer service in context to the business entity. Henceforth, report will emphasis
over the different research methods business entity will explore in process to achieve best level
of customer services. Different ways that can contribute the business entity to monitor the
customer services of business entity will also demonstrate in this project. Furthermore, project
will discuss the indicators that demonstrate the customer service in context to business.
Task 1
Research methods to improve customer service
Research methods are demonstrated as the techniques or the methods that can support the
business entity to construct the research. Research methods are off different types that are
demonstrated as quantitative and qualitative type of researches. Both the methods allow
researcher to achieve the proper learning outcomes that will favour the researcher to achieve
business objectives. Following are the methods that is used to achieve best level of outcomes
against research entertained.
Primary research
Primary research is the most prominent type of research that is used. Under the primary
type of research individual efforts are put to reach the overall objectives and aim set behind the
study. This will involve doing personal interviews, asking questions through questionnaire
methods and other such techniques are used to collect the views and opinions of customers. The
views of customers are keep on changing element which required the business entity to collect
proper information that denote latest aspect about the information and views of customers.
Especially in respect to the customer’s opinions and views always change which required
researcher to collect opinions and views over a continuous basis (Alhelalat, Ma’moun and
Twaissi, 2017). Under the primary study Marks and Spencer Company took all the necessary
steps such as asking questions, taking interviews, collecting opinions over email and other such