Detailed Analysis of Customer Satisfaction and Sainsbury's Performance

This report delves into an inquiry-based learning approach to assess customer satisfaction at Sainsbury's, a major UK supermarket chain. It examines the effectiveness of customer satisfaction, analyzing industry pressures, service strategies, and the impact of customer service on brand image. The report explores the problems and opportunities related to customer satisfaction, including the importance of clear communication, responsiveness, and brand personality. Furthermore, it discusses the implications of Sainsbury's performance in the future, considering management decisions, market research, and the significance of reliability and customer service excellence. The analysis covers various aspects of customer experience, from shopping preferences to the role of employees, and concludes with a summary of findings and recommendations for enhancing customer satisfaction and business performance. The report also highlights the importance of understanding customer needs and desires through demographic and psychological research.

INQUIRY BASED
LEARNING
1

Table of Contents
INQUIRY BASED LEARNING.....................................................................................................1
INTRODUCTION...........................................................................................................................3
MAIN BODY...................................................................................................................................3
Effectiveness of customer satisfaction of Sainsbury..........................................................3
Problems and opportunities of the customer satisfaction..................................................4
Implications of Sainsbury in future.........................................................................................5
CONCLUSION...............................................................................................................................7
REFERENCES..............................................................................................................................9
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INTRODUCTION
Inquiry- based learning is an method of education that is based on the student
roles in the learning process. This is based on telling students that what they need to
know, how the students
is also in the form of active learning that starts by asking the questions, problems and
different scenarios. This is different form of traditional education; this generally depends
on the teacher presenting facts and their personal knowledge about the individual
subject. Now, in the context of the Debenhams company conduct an inquiry-based
learning approach in order to gain the current performance of the company As the
Sainsbury is a company that operates the departmental store chain that is based in UK
(Cheng, 2020). The company through its online shopping by the use of portal. Company
offers a wide range of products that includes retailing stores and groceries and further
discussion is about the customer satisfaction of the company.
MAIN BODY
Effectiveness of customer satisfaction of Sainsbury
Customer satisfaction is the rem defined as the analysis and measurement that
determines how the customers will happy with the companies, product and services and
capabilities of the customer satisfaction and provides the information that includes the
survey and ratings of the customers that can help to analyse the company performance
in order to resolve the problem of the organisation. This will also help to analyse the
best changes its products and services of the Sainsbury. The motivation for making the
report to analyse the different functions used by the company Sainsbury (Hollebeek and
Rather 2019) .This research of the companies to analyse the measure customer
experience and this also show that how its work and how effective the report will be.
Although, measuring the satisfaction is the important elements to provide better and
more effective and provides the efficient services. These is the areas of the business or
the company to the responsive the customer needs in order to minimising the costs and
the time necessities and enhancing the impacts of the services on the targeted
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population. The company have to interact with the customers from the shopping
experience of the customers. This will help to develop the service for the delivery of the
products and services to the customers. This also helps the Sainsbury to know the
needs and desires of the customer and what are the expectations from the company,
this helps to know the customers are thinking about the products and services, this also
helps to improve and measure of the performance and convert the strongest areas into
the market differentiations, this converts the Sainsbury business into opportunities and
accordingly improve the quality and quantity of the products and services. The customer
care is known as the excellence and this is very important word. The organisation is
focusing and being passionate for the satisfaction of the customers. There are many
efforts have been made in favour of public and government sectors.
Problems and opportunities of the customer satisfaction
INDUSTRY PRESSURE- There are lots of industry pressure in sales of the Sainsbury,
the company is not performing well because there are many weaknesses in non-food
category of the business such as clothing and the standing out (James and Casidy
2018)This is the reason group is always facing tough competitions against the last year.
The company already knows the supermarket sector is highly competitive and the
Sainsbury is holding the middle position into it. This is very much expensive for the
valuable shoppers and nor received as the high quality for the premium shoppers of the
product. There is the reason that Sainsbury does not really know what the company
want it to be. Because without the unique selling of the products this will hard to have
the strategies of marketing is clear. This will be targeting the right types of the peoples
within the organisation. The right type of the people that command the loyalty of the
customers within the company.
HANDLE CUSTOMER SERVICE- Every company have the supermarket social
customer service and the strategy that reflects the brand image and the demographic
problems of the customers that can easily reflects the brand image of the customers by
determining its quality and services of the particular services and brands. The customer
service is related to the satisfaction of the needs and desire of the customers and this
will different in receiving the products and services provided by the company (Koshak,
2019)
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.
The UK supermarket Sainsbury possess the different personality. This supermarket
social customers and the service strategy that reflects the brand image and the
demographic of the customers and the quality of the customer service.
CLARITY- There is the separate customer service. If there is any type of issued caused
related to the products and services, this would be resolved by any of the staffs and
employee of the company. As well as by the use of the social media they can resolve
the query in the terms of communication and also in terms of clear answers and the
accurate problem solving of the customers problems.
SPEED- Sometimes customer expecting the response within an hour. Sometimes
supermarket who do not replying within the time frame and the risk analysing of the
customers (Lucas,2018). That can resolve publicly on the time basis.
PERSONALITY- The brand personality helps to influence the humans
By using the real names on the twitter and handles the problems easily with the help of
social media and puts the ease in the customer service.
Implications of Sainsbury in future
As the Sainsbury is one of the oldest industrial sectors of the retail of UK. The financial
times is telling about the Sainsbury is not making sales and continuously targets the
markets. The missions and policy of the Sainsbury is to provide the products healthy,
safe and fresh as well as tasty food. The quality and the fair prices of the Sainsbury is
always in favour of the customers. The Sainsbury stores is particularly depended on the
fresh food in order to give proper satisfaction to the customers the company is doing
regular innovation, because the company are concerned about the customer needs and
desire to improve the products on the regular basis. The Sainsbury have the market
share around 16 percent and they are serving over the 18 million customers per week.
Sainsbury has already owned 455 supermarkets and 301 departmental stores. This is
the reason Sainsbury also faces the biggest problems in the whole retail market in the
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UK. However, from 1995 the company Tesco has already started the membership
cards. now the Sainsbury became the third largest supermarket chain in the Britain after
the country has the largest retailer Tesco
Management decisions problems - The management team now acquire to sit and
discuss, where the company have the failure points and facing the shortcoming to
deciding the conclusion. There is the constant downfall in relation to the shares of the
company and overtaken by the company ASDA this has the central operating sector
that is based on the country USA. That is not nearer to the UK. The retail industry is
always expected to increase their yearly and the needs of the Sainsbury to define the
market needs as well as the customer needs.
Marketing research problems -The market research problem was converted into the
research problems which can affect the aim of the customer satisfaction. To analyse the
various needs of the customers and apply with the current situations and the Sainsbury
experiences that satisfies the needs of the competitors. The management and the
conversion of the problems. This will make the concepts easier to understand for the
customers and tackle the problems of the customer problems on the priority basis. This
gives the broader prospective of the problem to makes the problem in the simple way
and to handle and implement the desired needs of the customers.
Research components -The research components is helps in the further diversification
and the purpose of the research and helps to elaborate the problems in full
specification. There are some of the components can define the problems of the
research-
what is the demographic and psychographic profile of the customers- this helps to
analyse the customer satisfaction through their age religion, gender, and society this
helps to identify their taste of the products according to the preference of the customers
Because sometimes the customer give preference these things for purchasing the
products and services.
What do customer expect when going the shopping stores- sometimes customers
will go for shopping because the reference of the other customers. So, the customers
form an image of the stores. At the time staffs of the Sainsbury will be well behaved
according to the behaviour of the customers. Because this helps the business to direct
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impact on the product preference and this is the only time that can influence the
customers for the particular products and services. This also gives the opportunity to the
company to survive in the market place easily.
Reliability
The reliability is the most important factors that can be taken into the consideration by
the customers. When the customer is trying to evaluate the retail company and the
overall service and the quality. This will also be giving support by the many researchers
in the different areas of the studies. This indicates the reliability into the eyes of the
customers that is the combination of keeping the promise of the customer and doing the
work on the serious priority basis of the company. This is really important to understand
for the company and the likes and dislikes of the company. The reliability of the product
lies in the eye of the customers and keeping the promise that means to the retail
company. This helps to stock the products at the time when the customers will actually
need the particular products and services.
SAINSBURY APPRAOCH TO CUSTOMER SERVICE -Sainsbury is convinced for that
customers service excellence that is the key of the rapid growth when this comes to
change in the competitive retail market. Sainsbury have the aim to become the more
customer-oriented supermarket. This strategy of the Sainsbury seeks to address the
organizational culture around the customer service by focusing to access the services of
the company. The main aim of the customer to satisfy the customers and gives them a
great shopping experience and also taking the responsibility of the quality of the
products and services and providing them at the reasonable price to its customers. The
basic objective is to make sure the better lives of the customers by providing them the
safe and fresh products and at the reasonable prices and make the good status of the
company in eyes of the customers. This also helps to gain the productivity and makes
the profit for the business as well as helps to gain the customers.
CONCLUSION
From the above report the conclusion of the topic will be further discussed is as follows.
The project contains about the accountability of the customers satisfaction that ensures
the quality of the products of the Sainsbury as well as the customers need and desires
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and accordingly how the Sainsbury can fulfil the needs and demands of the customers
in the organisation. As well as the customers also demands the products and services
in the different way that’s is the reason company sometimes have to do the
demographical and physiological research for the customer for their satisfaction.
Because sometimes age gander caste religion always needs while purchasing the
products and services. As well as the Sainsbury employee give the training to treat well
to their customers when they prefer to come to the stores for buying the products and
services. Because sometimes the performance of the employees can also influence the
purchasing decisions of the customers in the organisation like Sainsbury. Although,
Sainsbury occupy the third largest supermarkets in the UK, so, the company have
benefit to nit build the brand image. This has already had a good name in the market of
UK.
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REFERENCES
Books and Journals
Cheng, Y.M., 2020. Students' satisfaction and continuance intention of the cloud-based
e-learning system: roles of interactivity and course quality factors. Education+ Training.
Hollebeek, L. and Rather, R.A., 2019. Service innovativeness and tourism customer
outcomes. International Journal of Contemporary Hospitality Management.
James, L.T. and Casidy, R., 2018. Authentic assessment in business education: its
effects on student satisfaction and promoting behaviour. Studies in higher
education, 43(3), pp.401-415.
James, L.T. and Casidy, R., 2018. Authentic assessment in business education: its
effects on student satisfaction and promoting behaviour. Studies in higher
education, 43(3), pp.401-415.
Koshak, H.K., 2019. The Relationship between Service Quality and Customer
Satisfaction in Men’s Fitness Centers in Saudi Arabia (Doctoral dissertation, Concordia
University Chicago).
Lee, M., Lee, S.A. and Koh, Y., 2019. Multisensory experience for enhancing hotel
guest experience. International Journal of Contemporary Hospitality Management.
Lucas, N.J., 2018. Identifying Relationships Between the Customer Focus Scores of
Mission and Vision Statements and Customer Satisfaction Scores (Doctoral
dissertation, Grand Canyon University).
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Mazikana, A.T., 2020. The Impact of Quality Service and Customer Satisfaction on
Consumer Purchasing Decisions in Zimbabwe Telecommunications Industry. Available
at SSRN 3715253.
Raju, G.A., Roy, S. and Mandal, S., 2018. An empirical inquiry into the antecedents
and consequences of perceived e-retailer's resilience. International Journal of Services,
Economics and Management, 9(3-4), pp.208-230.
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