Action Plan for Improving Customer Satisfaction at LIDL Dagenham

This report investigates customer service at LIDL Dagenham, exploring the reasons behind customer satisfaction and dissatisfaction. It identifies key factors influencing customer perception, such as employee behavior, product quality, and after-sales services. The report proposes actionable steps to enhance customer satisfaction, including employee training, efficient complaint resolution, and leveraging social media for engagement. Furthermore, it develops an action plan to address consumer dissatisfaction by focusing on improving employee interactions and overall service quality within the retail environment. The document concludes with recommendations aimed at resolving issues related to customer experience and fostering a more positive brand image for LIDL Dagenham. Desklib provides this report as a study resource, along with many other solved assignments and past papers.

Poor customer service in LIDL
Dagenham
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Topic................................................................................................................................................3
Poor customer service in LIDL Dagenham.....................................................................................3
1. What are the reasons behind the customer satisfaction and dissatisfaction..................3
2. What are the steps that can be taken to improve the customer satisfaction..................3
3. To identify the factor behind customer dissatisfaction.................................................4
4. To develop an action plan.............................................................................................4
REFERENCES................................................................................................................................5
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Topic: Poor customer service in LIDL Dagenham
It Has been seen and analysed that the bad customer service is when a customer feels
their expectations were not met. Further, the top indicators of poor customer service include long
wait times, an automated system that makes it hard to reach a human agent, and having to repeat
information multiple times. Thus, poor customer services tend to negatively affect the overall
business performance and success level as the needs and wants of customer are not meet in
efficient manner. Thus, current investigation is taken to analysis and review about the reasons
behind the customer satisfaction and dissatisfaction along with analysis the steps that can be
taken to improve the customer satisfaction.
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1. What are the reasons behind the customer satisfaction and dissatisfaction
Consumer satisfaction plays an important role for an organisation as it not only helps them to
retain consumers for a longer period but it also allows them to enhance their sales and
profitability. Maximum consumer base benefits organisations in terms of higher competitiveness
in the industry. There are certain reasons behind consumer satisfaction and dissatisfaction with
impact organisations directly and indirectly (Septiani, 2022). LIDL Dagenham is performing its
roles and responsibilities in the retail Industry sector which is highly competitive and in this
industry consumer satisfaction is an essential element in this industry. The primary reasons
behind consumer satisfaction are the behaviour of employees to consumers brand experience,
quality of products and services, technology and pricing of products that the company offers.
While on the other hand elements which are creating dissatisfaction on the consumer is negative
behaviour of employees towards the consumer, ineffective after-sales services, long waiting
hours and ineffective consumer complaints results. To enhance overall competition in the
industry an organisation needs to take advantage of effective approaches to enhance the overall
level of consumer satisfaction.
2. What are the steps that can be taken to improve the customer satisfaction
There are different types of steps that organisations can undertake to satisfy customers. In
this organisation providing training to employees to positively interact with employees,
consumers provide satisfaction to employees, as this will cause them to perform their roles and
responsibilities effectively (Wulandary, Rivai, and Rahmi, 2022). By providing efficient after-
sales services and resolving consumer complaints in a time-effective manner company can
improve in satisfaction level of consumers. Furthermore, taking regular feedback and taking
advantage of social media channels to engage with consumers also help the organisations to
improve consumer satisfaction in a well defined and effective manner.
3. To identify the factor behind customer dissatisfaction
LIDL Dagenham is facing the issue of dissatisfaction among consumers in the retail
industry. Consumer satisfaction is directly associated with the quality of products and services
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behaviour of employees towards consumers and after-sales services that consumers get (Lidl.
2022). Certain elements are creating dissatisfaction among consumers such as negative
behaviour of employees in-store towards consumers, lack of consumer support., bad consumer
services and negative attitude of employees towards consumers. All these factors are causing
satisfaction among consumers. In this, they need to focus upon these factors and take advantage
of effective strategies and approaches to overcome this challenge to enhance the satisfaction
level of consumers.
4. To develop an action plan
After making proper identification of elements which is causing consumer dissatisfaction
LIDL Dagenham needs to provide proper training to employees and monitor their performance
towards consumers. With the help of providing training to employees company can enhance
positive behaviour among them which helps employees to provide satisfaction to employees by
having a positive attitude.
Project Plan:
Activ
ities
1st
week
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week
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week
5th
week
6th
week
7th
week
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week
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week
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week
13th
week
Selec
tion
of
resea
rch
topic
Deve
lopin
g
aims
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and
objec
tives
along
with
frami
ng
resea
rch
quest
ions
with
regar
d to
topic
Draft
ing
resea
rch
prop
osal.
Perfo
rmin
g
litera
ture
revie
w
with
the
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devel
opme
nt of
them
es.
Asse
ssme
nt
along
with
select
ion
of
resea
rch
meth
odolo
gy
Form
ing
quest
ionna
ire
consi
sting
of
both
close
ende
d and
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open-
ende
d
quest
ions.
Colle
ction
of
data
throu
gh
quest
ionna
ire.
Anal
ysing
the
colle
cted
data
Draw
ing
concl
usion
.
Reco
mme
nding
vario
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us
strate
gies
for
resol
ving
issue
regar
ding
demo
tivati
on.
Arra
nging
repor
t in a
struct
ured
mann
er.
Cons
ultati
on
with
tutor.
Perfo
rmin
g
modi
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ficati
on if
any.
Final
subm
issio
n.
REFERENCES
Books and Journals
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
Lidl. 2022. [online]. Available throughhttps://www.trustpilot.com/review/www.lidl.co.uk?
page=24
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