Report on Customer Satisfaction Analysis at Costa Coffee

This report provides an analysis of customer satisfaction at Costa Coffee, focusing on various aspects of the customer experience. The report examines customer feedback on service quality, product satisfaction, and overall business performance. The research includes data on customer visitation frequency, satisfaction levels with products and services, and opinions on potential product modifications and additions. The conclusion highlights the importance of customer satisfaction in the long-term growth of the company. The report references relevant academic sources to support its findings, offering insights into managing service innovation and industrial service offerings in global markets. This analysis offers valuable information for businesses aiming to improve customer satisfaction and enhance their market position. The report used the data collected through surveys and questionnaires to determine the customer satisfaction level.

Data analyses
Study of Customer
satisfaction at Costa
Coffee

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.

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

Theme 1: Customer are visiting Costa
Coffee?
Yes No
0
2
4
6
8
10
12
14
16
17
3

Theme 2: Visiting frequency of the
customers in Costa Coffee?
One time Two time Three time Four time
0
2
4
6
8
10
12
5
10
2
3

Theme 3: Customer satisfaction level of
the product at Costa Coffee?
Satisfied Highly satisfied Dissatsified Highly dissatsified
0
2
4
6
8
10
12
14

Theme 4: Customer satisfaction over
service quality
Satisfied Highly satisfied Dissatsified Highly dissatsified
0
2
4
6
8
10
12
14
12
4
2 2

Theme 5: Satisfaction of pricing of the
product at Costa Coffee.
Satisfied Highly satisfied Dissatsified Highly dissatsified
0
2
4
6
8
10
12
14
13
5
1 1

Theme 6: Modification required in the
existing product
16
4
Yes No

Theme 7: Adding new product range in
the existing product
16; 80%
4; 20%
Yes
No

Theme 8: Customer opinion about the
theme of project

Conclusion
As per the above mentioned report it has been
concluded that customer satisfaction played a
prominent role in the long term growth of the
company. The present report explained about the
research which conducting for the improve in the
customer satisfaction level.

References
den Hertog, P., van der Aa, W and de Jong, M.W., 2010.
Capabilities for managing service innovation: towards a
conceptual framework. Journal of Service Management.
21(4). pp.490-514.
Kowalkowski, C., Kindström, D. and Brehmer, P.O., 2011.
Managing industrial service offerings in global business
markets. ournal of Business & Industrial Marketing 26(3)
pp.181-192.

Thank You