A Study on Tesco's Interactive Website for Customer Engagement

This report analyzes the benefits of designing an interactive website for customer engagement, focusing on a case study of Tesco. The research aims to assess factors in website design for the retail industry, analyze advantages of customer interaction, and determine the significance of an interactive website for customer relationships and its benefits to retail organizations like Tesco. The study employs both primary and secondary data collection methods, including surveys and literature reviews, to gather information on customer satisfaction, cost-effectiveness, website features, social media challenges, customer relationships, employee efforts, and the website's impact on customer base. The findings, interpreted through graphs and discussions, highlight customer satisfaction levels, the cost-effectiveness of the website, the importance of comprehensive features, the challenges of social media, and the impact of websites on building customer relationships. The report concludes with recommendations for improving customer engagement through interactive websites.

MANAGING
SUCCESSFUL
BUSINESS PROJECT
1

Table of Contents
MANAGING SUCCESSFUL BUSINESS PROJECT..................................................................1
Research Aims: .............................................................................................................................3
Research objectives:.......................................................................................................................3
Appropriate Project management Plan..........................................................................................3
Primary/Secondary data Research to receive information.............................................................3
Finding and interpretation..............................................................................................................4
Theme 3: Features should be covered in interactive website of the company..............................6
Discussions and conclusions........................................................................................................14
Recommendation:........................................................................................................................16
Reflection....................................................................................................................................16
Performance Review....................................................................................................................16
REFERENCES.................................................................................................................................18
2

Research Aims:
To explore the benefits of designing an interactive website for effectively engaging with
customers – A study on Tesco.
Research objectives:
 To assess the factors associated with the designing of an interactive website for customers
in retail industry.
 To analyze the advantages of engaging with customers through an interactive website.
 To determine the significance of interactive website with customers and its benefits to the
retail organisations like Tesco.
 To identify the need base requirement of adopting the measures of technological
advancement and social media on customers (Li, 2014).
 To recommend more effective ways to engage with customers with the framing of
interactive website.
Appropriate Project management Plan
Primary/Secondary data Research to receive information
1. Do you think website will satisfy customers in all respects?
 Yes
 No
 May be
2. Is this website cost-effective?
 Yes
 No
 May be
3. Does this website covers all features of Tesco company?
 Yes
 No
 May be
4. Are employees putting efforts to build a satisfactory website
 Yes
 No
3

 May be
5. Does social media is facing challenges in competitive market?
 Yes
 No
 May be
6. Is this website useful for building strong customer relationship.?
 Yes
 No
 May be
7. Do you think website can increase customer base line by connecting with people?
 Yes
 No
 May be
8. Is training of social media important for employees in current era?
 Yes
 No
 May be
Finding and interpretation
Primary data collection
Theme 1: Customers satisfaction of website of Tesco company
Do you think website will
satisfy customers in all respects? Frequency %
Yes 12 60.00%
No 7 35.00%
May be 1 5.00%
Total 20 100.00%
4

Interpretation:
From the above graph it can be concluded that 12 persons are satisfied while 7 persons are
not in favour of this website. Only single person thinks that this website doesn't meet the demands
of customers. All customers are moving towards digital technology so it would be a platform to
approach them directly and collect their views and sort out their complains.
Theme 2: Cost-effectiveness of website in many ways.
Is this website cost-effective? Frequency %
Yes 15 75.00%
No 4 20.00%
May be 1 5.00%
Total 20 100.00%
5
Yes No May be
0
2
4
6
8
10
12
14
12
7
1
Frequency

Interpretation:
This graph shows that many people think this website is cost-effective. Almost 15 people
are in favour of this question. But 4 totally deny and one person thinks that this may or may strike
cost factor. Thus, from 20 people frequency of 75% are in favour of this website. Thus, creating
website for customers is affordable and can generate leads for company as best salesperson. These
days large payments are demanded by image owners so it is important for a website to be in a
budget of organisation. Business can be promoted on various social media sites by creating
professionally designed pages on Facebook, Twitter, You tube etc.
Theme 3: Features should be covered in interactive website of the company.
Does this website covers all
features of Tesco company? Frequency %
Yes 13 65.00%
No 4 20.00%
May be 3 15.00%
Total 20 100.00%
6
Yes
No
May be
0 2 4 6 8 10 12 14 16
15
4
1
Frequency

Interpretation:
It can be interpreted that 13 people think that this website have complete features and 4
think replies of 4 are negative. These people are having views that website of the company is easy
to access and loads fast. It has responsive design and impressive social media integration. While
other thinks that it lacks many important features. They think that it this website doesn't have
appropriate up gradation of recent product trends. Customers' analysis is important to increase
profitability and sales. Only 3 persons have common views regarding its features.
Theme 4: Challenges of social media in competitive market.
Does social media is facing
challenges in competitive
market? Frequency %
Yes 15 75.00%
No 3 15.00%
May be 2 10.00%
7
Yes
No
May be
0 2 4 6 8 10 12 14
Frequency

Interpretation:
From the above graph it can be interpreted that social media is facing tough challenges in
the competitive market. 15 people think that many websites are competing to survive and
providing platform to many companies for marketing. Popular social media sites are Facebook,
Twitter and many more where customers can easily interact and share their views. Many
companies can do marketing on these sites and connect with customers but they are facing
challenges and threats like stealing of copyright. Other social media sites are thriving to prove
themselves and are doing their level best to prove themselves.
Theme 5: Usefulness of customer relationship through website of Tesco
Is this website useful for
building strong customer
relationship.? Frequency %
Yes 14 70.00%
No 2 10.00%
May be 4 20.00%
Total 20 100.00%
8

Interpretation:
From the above graph it can be interpreted that building a website is very useful for strong
and loyal customer relationship because it helps in progress and growth of business activities. This
graphs shows that almost 14 people believes in this management plan. Building a website helps to
communicate with customers in easy way. Higher authorities are in regular touch with their
existing customers. They also get to know their likes and dislikes. For any organisation customers
are first priority and building strong relationship with them helps to capture the market and
maintain pace with other similar competitors. Only 2 people denied who follow traditional path
and do not browse websites.
Theme 6: Efforts of employees to build website
Are employees putting efforts to
build a satisfactory website Frequency %
Yes 16 80.00%
No 3 15.00%
9
Yes
No
May be
0 2 4 6 8 10 12 14 16
Frequency

May be 1 5.00%
Total 20 100.00%
Interpretation :
From above graph it is interpreted that majority of people think that employees of Tesco
are putting their efforts to build a website which responds on time. While only 3 people think that
they are not so much dedicated to their work. More training and attention has to be given to them
so that a powerful website can be designed and customers can easily operate it. Graph is in favour
of Tesco company. Thus, people are satisfied with the services of it. Employees are putting their
best efforts to create a useful website so that grievances of customers can be listened and sorted
out.
Theme 7 : Use of website to increase customer base line.
Do you think website can
increase customer base line by
connecting with people? Frequency %
10
Yes
No
May be
0 2 4 6 8 10 12 14 16 18
Frequency

Yes 12 60.00%
No 5 25.00%
May be 3 15.00%
Total 20 100.00%
Interpretation:
It can be interpreted from the above graph that 12 people believes in maintaining loyal
customer baseline through digital technology. In today's era technology is so much advanced and
sophisticated that customer mainly depend on websites for their bookings and for selection of
products. People interact on social media for daily and digital technology is a part of their routine
11
Yes
No
May be
0 2 4 6 8 10 12 14
Frequency

life. While, 5 people are not in favour of maintaining pure customer base line. They think that face
to face interaction is more useful rather than collecting information through websites. Thus,
websites help to maintain customer base line which is the root of every business growth.
Theme 8 :
8. Is training of social media
important for employees in
current era? Frequency %
Yes 16 80.00%
No 3 15.00%
May be 1 5.00%
Total 20 100.00%
12