Managing CSR and Customer Satisfaction: Selfridge's Case Study Report

This report examines the crucial link between corporate social responsibility (CSR) and customer satisfaction, with a specific focus on Selfridge's retail chain. The study investigates how Selfridge's integrates CSR initiatives to enhance customer satisfaction and build a positive brand image. It explores various factors influencing customer satisfaction, including product quality, pricing, and ethical considerations. The report provides a critical review of existing literature on CSR and customer satisfaction, incorporating Selfridge's business practices. It also outlines a project management plan, including work breakdown structure and a Gantt chart, to illustrate the research methodology. The research employs both qualitative and quantitative methods to analyze data and understand the impact of CSR on customer perception and loyalty. The conclusion summarizes key findings, offering recommendations for businesses aiming to improve customer satisfaction through effective CSR strategies. References are provided to support the analysis.

Managing successful project
management (Corporate social
responsibility)

Table of Contents
..........................................................................................................................................................1
ABSTRACT ....................................................................................................................................4
TASK 1............................................................................................................................................5
INTRODUCTION...........................................................................................................................5
Statement of problem..................................................................................................................5
Aim and Objectives.....................................................................................................................5
Factors which make company to select research project............................................................6
Critical review.............................................................................................................................6
RESEARCH TOPIC:- “ Has to made critical evaluation of corporate social responsibility”. A
case study on Selfridge's retail chain. .............................................................................................7
INTRODUCTION ..........................................................................................................................7
Aim..............................................................................................................................................7
Objectives....................................................................................................................................8
Literature review.........................................................................................................................8
Project management plan............................................................................................................8
Work breakdown structure and Gantt chart..............................................................................10
RESEARCH METHODOLOGY...................................................................................................13
Research approach....................................................................................................................13
Data collection..........................................................................................................................13
Data analysis.............................................................................................................................13
Ethical consideration.................................................................................................................14
Limitation..................................................................................................................................14
Qualitative method and Quantitative method................................................................................14
Data analysis with tools and technique. ..........................................................................................2
RECOMMENDATION ..................................................................................................................6
REFLECTION ................................................................................................................................7
CONCLUSION................................................................................................................................7
REFERENCES................................................................................................................................8

ABSTRACT
Research has to be made on “ customer satisfaction and CSR of business” customer
satisfaction is the most important aspect in earning higher profit. The study has to made on “
Selfridge's showroom in London. This is retail chain outlet which provide various products and
services to million of people and they get satisfied with their goods as well. As what factors are
there which bring customer satisfaction with items and company both is required to be studied
and for such thing various methods is being chose to collect and gather information which will
be very helpful for them.

TASK 1
TITLE – “Customer satisfaction is the prime motto”. A case study on Selfridge's store in
London”
INTRODUCTION
Customer satisfaction is an important criteria for business as many firms are dependent
on the satisfaction level of customers only to earn higher profits. Large and small firms always
go with research part so that they can know what type of product and service customer demand
for and how they have to be met so that firms can satisfy them with their products at good price
(Bakker and et. al., 2011). Entity also has social responsibility towards their nation and company
has to ignore to produce those product which is harming the people of society and also bringing
new job opportunities for many people of the UK. Therefore, many companies have to provide a
quality product and service to a large population so that company can also go with attaining their
goals and objectives. Corporate social responsibility of business should be there which also
brings a positive image of firm in the eyes of customers and they become existing consumer for
long period.
Mainly, companies provide customer satisfaction to compete with their competitors and
earn higher profitability as well as become stable in market. Having CSR with entity and it
attracts many people towards their products and services. Although, various firms have to make
their specific focus on customer satisfaction so that they can do better.
Statement of problem
In today's world, preference and needs of people change with time which makes
customers dissatisfied with the products and services of companies. Through CSR and quality
product to customer may make them satisfied (Basu, 2014). Companies have to choose new
technology and environment so that they can meet the customer’s expectations in an efficient
way. Dissatisfaction of clients should not be there in market because this barrier can shift them to
other company’s product.
Aim and Objectives
Objective of company are not different from aims as they are normally interconnected for
which firm establish. The general objective of firms are as follows:

 Impact of customer satisfaction on business and how they handle such ?
 In which manner the business with customer satisfaction also goes with corporate social
responsibility ?
 Is Corporate social responsibility is important for company ?
 Is customer satisfaction also affecting on business profitability ?
 Corporate social responsibility does help in gaining more customer towards firm ?
Factors which make company to select research project
There are various factors which make company to select research project which helps to
improve those section which need improvement and this make them to satisfy their customer
with right contrast (Benn and Bolton, 2011). Few of those factors are as follows:
 Now a day’s, satisfaction of customers is becoming the prime motto for company and for
such thing, they make research as what factors are there which is changing customer
preferences and demands and making improvement.
 To know in which criteria a corporate social responsibility can be maintained.
 To bring a positive image of company in the eyes of customers and manipulating them to
buy their product.
Critical review
According to (Benn, Dunphy and Griffiths, 2014) say that customers are ready to pay
higher amount for the quality products and services. But the problem which comes in this
situation is that preference, needs and wants of people are changing on regular basis and with
time, so it is becoming hard for business to match up with their demand which is resulting in
dissatisfaction of customers. Although, Selfridge's has to come up with changing environment
and technology so that they can also meet with client’s expectations, somewhere such kind of
step towards change may make customer happy with product and services.
In contrary to this (Closs, Speier and Meacham, 2011) says that, many companies are
bringing innovation and creativity in their products and services with time which is attracting
millions of people towards those firms. Selfridge also using such criteria in better manner then
others and converting client into existing customer for longer period. Existing client bring
profitability for entity in long scenario. Moreover, corporate social responsibility has to be done
by companies in right contrast as because this is something which is bringing entity's image in

the eyes of customer and going to buy their goods and services in correct format. Society’s
responsibility should be done in a proper manner as firm has to take care that not a single people
in society gets harmed and with such customer and society also goes with buying product and
services of company.
Apart from such (Crane and Matten, 2016) also conclude that customer satisfaction
matches with the corporate social responsibility as this brings firm to perform better in market.
Not only innovation and creativity in product will make customer happy. It is required to
produce quality items at reasonable price which makes customers to buy and use company’s
products and services for once and if they get satisfied then they become the existing customers
of firm for longer period. Social responsibility should be done in right contrast which bring
positive image of organisation in eyes of millions of people. It is not an easy task to have social
responsibility as it does no harm people of society so that customer satisfaction can be brought
and earning higher profitability can be seen.
RESEARCH TOPIC:- “ Has to made critical evaluation of corporate social responsibility”.
A case study on Selfridge's retail chain.
INTRODUCTION
According to (de Grosbois, 2012), research has to be made in right contrast which help in
collecting accurate information from market. When a research is made always there us a reason
for making such study. Although “Critically evaluate the corporate social responsibility with
Selfridge's”. Therefore, large and small firms does also include the social responsibility for
society. Social responsibility include like (producing those product which does not harm people
of society). Example: Like many businessman operate their business and with that they are
opening old age homes an giving amount as charity etc.. These are something which has to be
done for the society so that standard of living can also improve of many people. Moreover,
Selfridge's has the motto of providing satisfaction to customer as well with corporate social
responsibility to different society.
Aim.
Selfridge's has the corporate social responsibility with consumer satisfaction although
company has to take many more steps for betterment of society which help firm to earn higher
income as well. If company are also helping various society and their people according to their

expectation make them to attain their goal and objective in right manner. CSR main aim is to
conduct the business with legal consideration (Doherty, Ashurst and Peppard, 2012).
Objectives.
Objective are somewhere similar to aims as well and objectives are made in such a way
which can be accomplished by firm in effective way. The objectives of CSR are as follows:
 To understand nature of CSR.
 CSR goals and objectives are related with balanced scorecard and to work in such
scenario.
 CSR goals and objective are also related with the aligned with vision, mission and
strategy.
Literature review.
According to (Epstein and Buhovac, 2014) says that, corporate social responsibility is
that which has to be done by businessman in correct manner. It is required by company to work
in legal format so that nothing can provide them harm. Responsibility towards society make
customer happy that many business are there which is also looking forward to provide their
helping hand in developing the standard of society so economy of country can also increase.
In contrary to such (Eweje, Turner and Müller, 2012) says that, corporate social
responsibility is to use various strategies by company as CSR does also mean to have a relation
among customer and firm. Selfridge's store is that who does not provide product in Poly-bags
which affect the environment. This type of step bring satisfaction in the minds of customer that
business does think about environment with earning profits as well. Therefore, it is required to
perform the business with legal consideration so that nothing can become hurdle in between the
success of entity. Vision, mission and strategies are related with the CSR as with earning profits.
Customer satisfaction and CSR both has to be met by the organisation to get stable in market for
longer period so that they can earn higher productivity and satisfaction.
Project management plan.
Every company has to make a management plan which help them to work in proper
manner. Planning has to be made after having research of market and after getting information of
market so that effective and efficient decision and strategies can be made. Management plan has
to be followed by every staff member of company so that proper working and right direction of

task completion can be seen (Fisher, 2011). Project management plan has to be recognized by
every company and has to be prepared by senior executive in right track as because this help in
organising a smooth functioning of task. Although all such criteria help firm to attain their goal
and objective efficiently. There are some aspects which has to be concluded and those are as
follows:
Cost: Selfridge's is working hard and trying to maintain their cost of product and service.
Company try to cover their cost from earning revenue from goods and services. Firm has to
produced product with limited resources and in effective way which will help them to have a
reasonable price so that customer can easily buy such. Using resources in effective way and not
wasting resources which make them to produce quality product and service for customer and
make them satisfied.
Scope: Although in every field the customer satisfaction has to be met, as because this
concept is a prime motto for every company and for this they are changing their policy and
procedure so that they can make satisfy to their customers. Selfridge's store and other is bringing
their product and service in right manner. Scope has to be there of everything so that such thing
can be used anywhere.
Time: The Selfridge's is required to bring various product and service on time. The
company has a responsibility to provide right product and service to right people at right time as
well. Although firm has to complete their working and task on time, hence any policy and
strategy should be told to employees so that according to such the working can be done.
Therefore, availability of product and service on time with the Selfridge's make them satisfy their
client (Gopalakrishnan and et. al., 2012).
Quality: It is required by company to produce the quality product and service so that
they can satisfy their customer in proper manner. Using limited resources in right way make
them to manufacture those item which can make their goods and services in right contrast.
Identifying needs and wants of customer convert firm to make their customer happy by their
goods. Product should be made at right price so that client can purchase them easily.
Communication: This is also a important aspect of company, as without this a firm
cannot achieve their goal and objective in right contrast. Communication help entity to inform
large market and customer about their product and services in proper manner, without

communication senior executive will not be able to tell their strategies and plan so that work can
be done accordingly.
Risk: The managers has to make such strategies which can teach their employees to face
the risk in right format and although risk has to be taken as opportunity and challenge so that it
can be faced. Therefore, more the risk more the gain. The risk cannot be eliminated but it can be
overcome by taking proper steps.
Resource: Selfridge's is having a great resource to perform different task at right time.
This does not get wasted and used in right contrast so that effective working can be seen and
quality product and service can be there for customers. Moreover, generally resources are used in
correct way so that business can be managed and can make stable in market. It will also allow to
earn higher profits.
Work breakdown structure and Gantt chart.
The company “ Selfridge's” has the responsibility to complete their task and work on
time so that they can earn higher profit in market. For such, firm goes with WBS (Work
Breakdown structure), this help company to divide their work into various department so that
working can be done in effective and efficient way. Dividing the work into department according
to their specification make people to complete their work and allow entity to continue their work
in smoother manner (Hahn and et. al., 2015). This structure of work breakdown structure is like
tree or hierarchical form. The senior executive and manager divide whole task into various parts
which make to have an effective and proper manner. Therefore, it can be used as a tool in
communicating work and processes which can include implementation and execution of
successful business in perfect manner. This type of strategy help firm to reduce the redundancy
of work and make company to retain their position in market.
Moreover, Gantt chart is used by entity to reduce the most time taken in completing the
task. Although with the help of Gantt chart, policy and strategies can be made so that time period
taken in completing projects can be reduced. The Selfridge's use such concept to reduce the time
period taken mostly by any task and to make effective criteria so that it can be completed on time
as well.

RESEARCH METHODOLOGY
Although research methodology help company to gather information which will be used
to take business decision in effective way. There are various methods which will included in
methodology as publication research, surveys and etc. which include all type of information that
is present and the historical information. A research method is that which is a systematic plan.
Researcher has the ability of solving the problem of any kind of variety.
Research approach
Researcher use various research approach through which data is collected in proper
manner and thus it includes Qualitative and Quantitative method which can provide a mannerism
in which they can make a research in correct format. The approaches are as follows:
 Deduction: The concept says that when premises is correct then the conclusion should
also be true.
 Induction: In this the conclusion is being generated with the untested conclusions.
 Abduction: Although in this the premises are generate with testable conclusions in right
mannerism
Data collection
Data has to be collected in right format which can help the company to make proper
decision for the whole company as one. It is very time consuming concept and researcher should
be knowledgeable so that they can make a effective research of market. It is also known as
gathering information on variable of interest and it is required to know that stated research
questions and hypothesis.
Data analysis
Moreover, the company has to make an analysis of the information is collected from
market so that effective information and data can be provided to firm so that they can make an
efficient decision and strategy so that they can earn higher profits as well and can bring
satisfaction level in the customer in effective way. Data has to be analysed so that effective
working can be done in organisation.
Ethical consideration
For the outcome of this study it is required to manage the project in right format to
generate correct outcome from this only. In company there are various policy and procedure so