Comparative Analysis of Retail Customer Service Experience

This report presents a comparative analysis of customer service experiences at two major retail stores: Leon's Furniture and Walmart. The report begins with details about the stores and the products considered (sofas at Leon's and a DSLR camera at Walmart). It then documents the author's thoughts and observations during their visits, including the store environments and the demeanor of the staff. A key component of the report is an analysis of the transactions, including staff interactions, helpfulness, and sales attempts. Furthermore, the report explores other customer services available in each store, identifying strengths and weaknesses. The author also provides feedback for store managers, offering suggestions for improvements based on their past and current experiences, with a focus on enhancing customer satisfaction and operational efficiency. The report concludes with an overview of the changes and improvements observed over time in both retail environments.

Retail Shopping
Customer Service
Survey

Table of Contents
1. Detail of store and product .....................................................................................................3
2. Prepare a report listing and describe about the thoughts while visiting store.........................3
3. Describe and analyse how transaction transpired...................................................................3
4. Some of the other customer services which were available in store?.....................................4
5.Explain about the customers services that were missing.........................................................4
6. Describe about overall experience of store & salesperson......................................................5
7. Three different comments that can be given to the manager of a store..................................5
8.Consider the past and current experience and provide overview.............................................6

1. Detail of store and product
The chosen retail store is Leon's Furniture which is one of the leading furniture store
within Canada. It is one of the oldest furniture store which was established in the year 1909 in
Welland, Ontario. The chosen product which I am willing to purchase from this store is Sofas as
they sell high quality of product which is long lasting as well.
The second store which I had visited is Walmart and its headquarter is in Mississauga,
Canada. It works in the chain form where they provides product at a discounted price. It was
established in 1994. It deals in different product and services which makes comfortable for
customers to purchase any of the product from same store. The product which I had bought from
Walmart is DSLR camera as they also deals in electronic products.
2. Prepare a report listing and describe about the thoughts while visiting store.
Store of Leon's Furniture is located in huge space where it seems to be attractive. Staff of
company were looking well mannered and they were decent as well. It was found that they have
divided each and every segment in systematic manner such as parking section, main office and
product department. When I reach retail store I found that they welcomed meAll of the member
were so decent that they even didn't judged me with the way I was waking near the store place.
Store of Walmart is known for its qualitative products and services and for that they try
their best to deliver appropriate services to their customers. When I reached Walmart store, their
was several facilities which can be beneficial for customers. They provide car parking as a
facility and for any help they provide information is mentioned through mapping view where
customers can easily find about product which they are willing to buy.
3. Describe and analyse how transaction transpired.
Leon's Furniture
Comments Yes No
Did they learn your name? ✔
Did they shake hand? ✔
Did they involved you in conversation? ✔
Are they helpful & Caring? ✔

Did they attempt to make a sale? ✔
Did they thank you for coming in? ✔
Walmart
Comments Yes No
Did they learn your name? ✔
Did they shake hand? ✔
Did they involved you in conversation? ✔
Are they helpful & Caring? ✔
Did they attempt to make a sale? ✔
Did they thank you for coming in? ✔
4. Some of the other customer services which were available in store?
There are various things which can be seen within the store but the main thing which I
found that they welcome me with a drink which shows that their main focus is on customer
satisfaction. They were very good in healthy conversation in which they were able to explain
about each and every product which are available within the store. It can be easily seen that they
were able to understand that what their customers want from them. In addition, it was found that
they have the products of different range which makes possible for customers to but furniture
according to the range which they have planned.
Walmart is one of the leading group which helps them to attract customers easily. There
were number of facilities which can found as a addition such as proper seating arrangement was
their which helps customers to take rest if they are needed to wait for buying any product. Every
department were segmented. Although, they are unable to attain every single customers but still
helps all of them whenever it is necessary. There was a variety of products which is a great
positive for customers because they can easily select the best one as per their use.

5.Explain about the customers services that were missing.
When I entered into Leon's Furniture I found that there was a lack of setting arrangement
because there are number of situation where several customers might visit the store and in that
situation it is necessary that sitting arrangement should be there. It is necessary because
sometimes customers also want to take rest whenever they visit into the store.
Walmart is providing the services which their customers want from them but still it
number of things which are not suitable for customer. The most important is that there are
number of employee's who are unable to explain about the product which customers want which
means there is lack of services. Secondly, there is a lack of employee's as compared to size and
products which they provide to their customers.
6. Describe about overall experience of store & salesperson.
Overall, it was a wonderful experience for me because when I reached store they
welcome in decent manner which customers wants. Salesperson was able to explain about the
products which were available with them. It was a great experience because I found that furniture
are made of different material. It totally depends upon the customers willing that which product
they want. In addition, I found that salesperson was so cooperative because his intention was just
clear all of the doubts which arises during the interaction and in if any of the situation I didn't
feel that salesperson was forcing me to purchase it from their retail store.
After visiting Walmart, I have assumed that they provide suitable services to their
customers as compared to other business organisation. The best part of Walmart is that
customers are not required to take lots of burden because they can easily find products which
they are willing to purchase. The best thing which I found about Walmart is that they don't want
to compromise with quality of product because customers satisfaction is most important part for
their business organisation. While talking about salesperson I found that he was lacking
knowledge in the field of video resolution, NFC, image processor used in camera and many more
which shows that salesperson was unable to explain about the product. The most strange thing
which I found in salesperson is that he was still forcing me to buy product where I was provided
very limited information.
7. Three different comments that can be given to the manager of a store.
Three different comment that can be given to the manager of a Leon's Furniture as a
feedback are categorised below:

 They should try to divide the product according to the price range because that helps
customers to decide according to price range.
 They should emphasise on selling the products because that will help them to enhance the
sale of a company.
 It will be better for them to make the rule that after the purchase of product above certain
price, they must give free delivery option which can help to attract more customers
towards the company.
Some of the important message that can be given to the manage of Walmart store is:
 They should conduct training and development program so that employees can get better
opportunity that how they need to tackle with any of customer.
 It will important for them to focus more on customers satisfaction rather then increasing
sale.
 It is important for organisation develop more online facilities for customers while doing
payment because it consumes unnecessary time of customers.
8.Consider the past and current experience and provide overview.
Past & Current Experience in Leon's Furniture
I have visited Leon's Furniture in number of occasions but the most important thing
which I have found that they always try to improve in any of the situation so that better results
can be achieved. In past, had had found that products were not arranged according to the price
range but in current scenario when I have visited that store I found that they started to arrange
their product according to price range which helps customers to visit Leon's Furniture again and
again. Secondly, they have started to implement on feedback through which services have
enhanced and even try have started to provide free delivery service which helps consumers who
are connected with Leon's Furniture. Overall, they have shown great changes in organisation for
the purpose of achieving goals and target.
Past & Current Experience in Walmart
Walmart has been one of leading store which has been commenced within different part
of the world but they have worked very hard to reach till this stage. Whenever I used to visit
store for purchasing any of the product, I generally found that things are not arrangement
systematically. Even employee's those who were working with company use to lack knowledge
about product due to which they were unable to satisfy the consumer. But, in recent period of