Costa Coffee Customer Satisfaction: A Study of UK Market Performance

This report investigates customer satisfaction at Costa Coffee in the UK, examining the relationship between customer feedback and business performance. The study employs descriptive research, utilizing both primary data collected through questionnaire surveys and secondary data from various sources. The findings reveal the significance of customer satisfaction in driving long-term growth, highlighting factors influencing satisfaction levels, such as product quality, service, and pricing. The report concludes with recommendations for Costa Coffee, emphasizing the importance of prioritizing customer needs, avoiding retention errors, and leveraging management and leadership to enhance customer satisfaction and overall business success. Desklib provides a platform for students to access similar solved assignments and past papers.

Customer satisfaction

Table of Contents
INTRODUCTION...........................................................................................................................................3
LITERATURE REVIEW....................................................................................................................................4
METHODOLOGY...........................................................................................................................................6
DATA ANALYSES AND FINDINGS..................................................................................................................6
CONCLUSION.............................................................................................................................................12
RECOMMENDATION..................................................................................................................................13
REFERENCES..............................................................................................................................................14

INTRODUCTION
Background of the research: Customer satisfaction is essential for each and every
business organization in order to maintain the long term growth and development. For this the
business unit is required to conduct feedback by using various tools and techniques. So that they
can improve product performance which can help to increase customer satisfaction. Coffee
industry one of the competitive and attractive sector in the United Kingdom. The present report
is related with customer satisfaction of in the Costa Coffee which the quality of product and
services having a great significant(Ajmal, Helo and Kekäle 2010). In this context the cited
business organization is try to understand various factors which are related with the customer and
its role in the product improvement. The research based on customer satisfaction of products and
services offered by costa coffee implies that all the customers who are using products and
services are generating a rich taste of all the products and services offered by the company in
contrast to other competitors in the market. Starbucks being the highest among all the cafe
coffee outlets still lack a lot of products and services which are the main unique selling
prepositions in the international market for being a small business organization to that of big
organization that caters to all the needs of the customers from being generated. Therefore, costa
coffee has a large number of customers which have a trust and faith in the company's selling
and distribution strategies being adopted worldwide. All the customers are provided the healthier
product with cost effective basis and these products are available in such a way that every
customer gets attracted towards the product and services and try to buy them at the outlet
available with all the necessary requirements, This customer satisfaction in recent times helps the
company to grow and develop on the grounds of customer being satisfied by the main aim of
improving the level of quality checks which enables them to work and foster the growth of
operations at the management level of development(Bloch, Blumberg and Laartz, 2012). Costa
coffee is one of the leading company in Coffee chain. They conduct their business operations in
the United Kingdom and provide a wide range of products to its customers such as cold coffee,
hot coffee, mineral water, fresh fruit juices etc. They also provide breakfast and a small segment
of meal to its customers. They having large number of outlets approx. 2000 and more 6000
vending machines in the United Kingdom. Today, UK market having a large competition in the
coffee chain which can reducing the company profit and market share. Therefore, this is the

responsibility of the cited business organization is to determine the issues which are related with
the firm;s product and the level of customers satisfaction. The main purpose of this report is to
identify these issues and try to resolve it in an appropriate manner. So that they can attain their
long term goals and objectives (den Hertog, van der Aa and de Jong, 2010)
Research questions: The research question of this report is given below:
 Is the customer is satisfied with the firm's product and services?
 Is the company performance is quite good in the UK market?
 Is the any relation between the customer satisfaction and business performance?
Aims and objectives:
 To identify the customer satisfaction level
 To understand the business performance of the company
 To determine the relationship between customer satisfaction and business performance
LITERATURE REVIEW
Customer satisfaction is an evaluation of difference between prior expectations about the product
and service and its actual performance. It refers the customer attitude towards the product of the
company and its satisfaction level. According to the Maxham (2011), Satisfaction is the result of
purchase where the customer reviews the cost and the return in an appropriate manner. they feel
that the role of customer satisfaction level can help to maintain the consistency in the business of
the company in the long run. Customer satisfaction is considered as the major objective of every
organization which helps in growth and development of business activities which are being
catered at the aim of providing judgment to customers about the products and services offered by
the company (Eckerson, 2010). It is an outcome of customer rewards and cost which are being
analyzed at the consciousness level of providing all the benefits which are required for customers
to grow and develop on the grounds of better quality and services which are being provided at
the level of economic development. There's always a positive relation between customer
satisfaction and profit maximization that caters the growth of the organization. Through the
customer satisfaction any company can develop its products and services that includes all the
rules, regulations and the methods which are abided by the law code of conduct. According to
experts customer satisfaction is the basic objective of very business organization who wants to

grow and develop on the grounds of product and service development as any product or service
which is being analyzed for the growth and development caters to require all the necessary law
rules and policies that are being used for the satisfaction of product and service development and
it’s a long process as each and every customer is considered equal and important in the company
and if one customer feels that the product or service is not up to the standards then it can create a
negative impact on company's future performance and the ability by which every new and new
customer is considered equal and important just because of the fact that more customers can
bring out the positive change in the company. According to marketing expert’s customer
satisfaction is the main driving force with which every customer has to undergo by analyzing all
the marketing aspects required for development of products and services(Freeman, 2010). It is
considered effectual on the part of products and service to grow and develop on the grounds of
human resource management. So every customer is treated an equal way other company is
treating them if they want to grow and develop and if they want to earn profit by providing a lot
of products and services at affordable cost to the consumers. Thereby, creating the environments
such a way that can enable the company to achieve new ways of developing business relations.
When an organization grows and develops then al the factors responsible for growth and
development like profitability, cost, human resources, marketing strategies should be considered
on the main criteria as each factor caters the following ways of product and service development.
 Profitability means that if any company wants to grow and develop then it should analyze
the ways to generate profits. As profit is the main objective of an organization who is
there for serving products and services to the customers so it must analyses the growth
rate, business processes, etc.
 Marketing strategies means all the strategies through which each and every product is
being provided to the customers with the objective of product and service development.
METHODOLOGY
This is one of the most important chapter of the research which is related with the
research methodology to be used in the proposed project. There are various aspects in a research

project which needs to be analysed by the company in an effective manner. There are two types
of research can be used in a report. One is descriptive research and another one is analytical
research. In the present report the descriptive research is used which can help to solved there
issues in an effective manner. The another aspects in the research methodology is related with
the collection of data (KellerParameswaran and Jacob 2011). There are two types of collection
data one is primary data and another one is secondary data collection. In the current report both
primary and secondary data is to be used. In the primary data the total number of respondents are
80 selected through random sampling. Questionnaire survey is used for the collection of primary
data from the loyal customers of the company. On the other hand, the secondary data is collected
by the news articles, newspapers, government websites and other data. With the help to these
data it can help to meet the firm's desired goals and objectives in an appropriate manner. The
data analyses and interpretation tool are help to analyses these data so that they can solve their
issues related with the customer satisfaction. Qualitative data is to be used in this report in order
to analyses the primary data of the company (Kerzner 2013).
DATA ANALYSES AND FINDINGS
Questionnaire
Name:
Age:
Gender:
Email:
Q.1 Do you visit Costa coffee on regular basis?
A) Yes
B) No
Q.2 How many times you visited in a month at Costa coffee?
A) One times
B) Two times
C) Three times
D) More than 5 times
Q.3 Are you satisfied with the products of the company?

A) Satisfied
B) Highly satisfied
C) Dissatisfied
D) Highly dissatisfied
Q.4 Are you satisfied with the service quality of the company?
A) Satisfied
B) Highly satisfied
C) Dissatisfied
D) Highly dissatisfied
Q.5 Are you satisfied with the pricing of the product?
A) Satisfied
B) Highly satisfied
C) Dissatisfied
D) Highly dissatisfied
Q.6 Do you want any modification in the product of Costa Coffee?
A) Yes
B) No
Q.7 Do you thing it can help to meet improve firm's performance?
A) Yes
B) No
Q.8 Do you want changes in the theme at Costa Coffee?
A) Yes
B) No
Q.9 Please specify recommendations
Ans. ……………………………………………………………………………………………..
Data analyses and interpretation