Employee Performance Impact on Customer Satisfaction: ASDA Study

This case study investigates the impact of employee performance on customer satisfaction, focusing on ASDA as a case example. The research aims to understand how employee performance influences organizational success and customer satisfaction levels within ASDA. It uses questionnaires to gather data, exploring themes like the importance of employee performance, measures taken by ASDA to enhance it, and the link between employee performance and customer satisfaction. The findings suggest that employee performance significantly affects customer satisfaction, highlighting the importance of strategies like training, rewards, and appraisals. The study recommends that ASDA focus on enhancing employee performance to improve customer satisfaction, sales, and profits by building a larger, satisfied customer base. The research concludes that prioritizing employee performance is crucial for organizational development and achieving higher customer satisfaction levels.

Research title : “To understand the impact
of employee performance on raising
customer satisfaction : A case study on
ASDA”.

Overview of Research
The current research emphasises upon the importance of employee performance in
enhancement of the custom er satisfaction levels. Also the chosen organization is
ASDA to cover the aspects of research. To gather information respondents have
been selected from ASDA which will assist in analysing the role of employee
performances. Various approaches & methodologies have also been used to carry
forward the research. Furthermore, analysation of the obtained outcomes will be
done accordingly to meet the formulated aim & objectives of the research.

Aim & Objectives
Aim :-
To understand the impact of employee performance on raising customer satisfaction : A case
study on ASDA. The present research has been carried out on ASDA since it has been facing
consistent issues regarding employee performances because of which their customer
satisfaction level has decreased a bit.
Objectives:-
• To analyse the impact of employee performance in enhancing the organizational-performance.
• To determine the importance of customer satisfaction for ASDA.
• To analyse the impact of employee performance in enhancing customer satisfaction levels for
organizations.
• To recommend ways in which employee performance at ASDA could be enhanced.

Research-Questions
• What is the impact of employee performance in enhancing the
organizational-performance?
• What is the importance of customer satisfaction for ASDA?
• What is the impact of employee performance in enhancing customer
satisfaction levels for organizations?
• What are the possible ways in which employee performance at
ASDA could be enhanced?

Theme 1 : Importance of employee-performance in
raising customer-satisfaction levels
9
1
Yes
No

Theme 2 : Any measures undertaken by
organization for enhancing employee-performance
2
8
Yes
No

Theme 3 : Possible measures that need to be
undertaken for enhancing employee-performance
4
6
Effective training programmes
Rewards and Appraisals

Theme 4 : Importance of higher customer-
satisfaction levels
3
3
4
Sales are raised
Market position is increased
Long-term relationships with customers

Theme 5 : Enhancing employee's performance will
increase customer satisfaction or not
1
6
2
1
Agreed
Strongly Agree
Disagree
Strongly Disagree

Cont...
 Theme 3 : Possible measures that need to be undertaken for enhancing employee-
performance
Description : From the above questionnaire, it was found out that majority of 6 respondents stated
rewards and appraisals is an effective measure in enhancing employee performance. The
remaining 4 respondents stated that training-programmes are quite effective enough for
enhancing employee-performance.
 Theme 4 : Importance of higher customer-satisfaction levels
Description : From the above questionnaire, it was found out that majority of respondents stated
long-term relationships with customers are able to be build up by aid of enhanced customer-
satisfaction levels. Other 3 stated that enhanced customer-satisfaction levels help in raising the
sales of organizations. The remaining 3 stated that market-position of an organization is
increased by the same.

Cont..
 Theme 5 : Enhancing employee's performance will increase customer satisfaction or
not
Description : From the above questionnaire, majority of 6 respondents strongly agreed that
enhanced employee-performance is effective in enhancing customer-satisfaction levels. The
remaining 1 agreed for the same. However, 2 of the respondents disagreed and remaining 1
employee strongly disagreed for the same.

Conclusion
It can finally be concluded that performance of an employee plays a key role in
enhancing satisfaction levels regarding customers. Adding more to this, every
organization should always make efforts of enhancing their employee's
performance by implementing strategies such as employee-training, rewards and
appraisals as well. In order for enhancement of sales and profits, authorities within
organizations should mainly emphasise upon employee performance.