BIZ104 Customer Experience: Woolworths Consumer Survey Analysis

This presentation provides an overview of Woolworths' customer experience management strategy, focusing on consumer survey results. It begins with an introduction to the Australian retail industry and Woolworths' company background, highlighting its products and services. The presentation then delves into two customer personas: Millennials and Family customers, using their survey responses to evaluate Woolworths' offerings. Key findings include customer perceptions of product quality, service effectiveness, and areas for improvement such as organic products and mobile app services. The research concludes that Woolworths is perceived positively for its quality products, reasonable prices, and effective customer service, offering both online and offline purchasing options which leads to high customer loyalty and satisfaction compared to competitors. This document is available on Desklib, a platform providing study tools and solved assignments.

S C H O L A R I D :
CUSTOMER EXPERIENCE
MANAGEMENT

INTRODUCTION
• This presentation demonstrates the background of
Woolworths as well as industry of relation in the
Australia.
• It also discusses products and services that are
demanded in the market.
• It presents two customer personas to conduct the
consumer survey like Millennial and Family
customers.
• It also discuses the responses of consumer towards
the Woolworths limited products and services.

INTRODUCTION TO INDUSTRY
• In the current review, Australia get positive
response form retail sector (McColl-Kennedy, et
al., 2015).
• Despite lower growth in the wages and increasing
household debt, the higher housing market,
developed by the lower interest rates and
encasement in the lower interest rates,
encourages the customers to spend more as
perceived value of its assets enhanced (Homburg,
Jozić, and Kuehnl, 2017).

CONT…
• The enhancement of internet application in the
Australia could also make easier process to
enhance the growth of retail sector (Peppers, and
Rogers, 2016).

COMPANY BACKGROUND
• Woolworths is supermarket and famous t global
level to offer the quality products and services in
reasonable price (Stark, 2015).
• It operates approximately 995 stores across
nation (Shin, 2015).
• It has more than 1115,000 employees in their
stores as they offer the quality products and
services and convince customers.
• It offers premium goods and services to their
consumers.

PRODUCTS AND SERVICES
• It acquires about 97% of all fresh vegetable and fruits
and 100% fresh meat from Australian farmers and
growers (Ren, L., Qiu, Wang, and Lin, 2016).
• It produces fresh food for the consumers in Australia
(Lemon andVerhoef, 2016).
• This organization believe in offering innovative
products and services to their consumers as it could
support to make reliable decision (Liotou, Tsolkas,
Passas, and Merakos, 2015).
• It offers their products and services by considering
supermarket app to offer groceries goods and services
(Holland and Ramanathan, 2016).

2 CUSTOMER PERSONAS
• Millennial: (16-35 years)
• Family customers: (35-55 years)

CUSTOMER SURVEYS
• Please tick mark on your category
• Millennial: (16-35 years)
• Family customers: (35-55 years)
• Please chose one of the following to describe the
company food products?
• Fine
• Great
• Buggy
• Good, but there are some problems
• Life-saving

CONT…
• How well food goods and customer services of
company attain your needs?
• Fine
• Badly
• Very well
• Well
• Which three characteristics are most valuable to you?
• Product quality
• Product Design
• Customer responses
• Prompt services
• Custom responses

CONT…
• Which three features are more important that we
were missing?
• Product quality
• Prompt services
• Organic product
• Attractive packaging
• App for services
• How would you rate the value of money to the
goods and services?
• Good
• Bad
• Regular

CONT…
• How simple is it to navigate our website?
• Regular
• Very difficult
• Difficult
• Very easy
• Easy
• Were you capable to address the data you were
looking for on company website?
• No
• Yes

CONT…
• How much effort did you personally have to put
forth to handle your request
• A lot of effort
• A small amount of effort
• A usual amount of effort
• Which source do you select for purchasing the
food products and services?
• Online source
• Offline source
• Others