Case Study: Training and Development Impact on Customer Satisfaction

This report investigates the impact of training and development programs on customer satisfaction, using H&M as a case study. The research identifies the need for training and development in business, evaluates how these programs contribute to customer satisfaction, and measures changes in organizational sales following training initiatives. Key findings from a survey indicate that training and development activities are crucial for business growth, enhancing employee knowledge and skills. The report explores the role of employee training in customer satisfaction, the impact of training on work quantity, methods for selecting employees for training, and the effectiveness of different training methods, such as on-the-job and off-the-job training. It also assesses customer satisfaction levels with H&M's products and services and examines strategies to improve customer satisfaction, such as building trust and effective communication. The conclusion emphasizes the importance of learning and development programs for H&M's long-term business success, supported by references to relevant studies on training, leadership, and customer focus.

Research project

Content
• Introduction
• Data analysis
• Conclusion
• References

INTRODUCTION
Training and development are the most important concepts that need
to be established and followed in every organization with maximum
attention.
Through these practices the skills and capacities of the present
working staff can be raised and profitability of the firm can be
increased.

Research aims and objectives
Aim - “To determine the impact of training and development on customer
satisfaction. A case study based on H&M.
Different objectives of the research are given below:
 To identify the need of training and development in business.
 To evaluate how training programs helps in developing satisfaction
level of customers.
 To measure the change in organization sales after training programs

Importance of training and development in business organization.
A. Yes B. No.
0
5
10
15
20
25
30
35
40
40
10
Column B
Findings – Training and
development activities plays a
crucial in growth of every
business organizations; it
results employees get better
knowledge and skills.
According to the survey it get
analyzed that there are over 40
customers are totally agreed
with this statement whereas 10
says that firms needs to choose
other methods for this purpose.

Theme 2: Role of employee training in
customer satisfaction
35
15
A. Agree
B. Disagree
Findings – Training and
development activities plays a
crucial in growth of every
business organizations; it
results employees get better
knowledge and skills.
According to the survey it get
analyzed that there are over 40
customers are totally agreed
with this statement whereas 10
says that firms needs to choose
other methods for this purpose.

Theme 3: Impact of T & D on work quantity.
A. Strongly agree B. Neutral C. disagree
0
5
10
15
20
25
30
Column B
According to market research, it
is examined that 30
respondents supports that
training and development
programs improve the quantity
of work whereas remaining 20
thinks that it has fewer impact
of performance level of
employees.

Theme 4 Selection for training
Findings – As per the above diagram it is
stated that performance appraisals is
the best method to select employees
for training, according the viewpoints
of 25 customers whereas 15 supports
that managers need to consult with
supervisors; remaining 10 states that
training should be provided at the time
of joining.
0
5
10
15
20
25
10
15
25
Column B

Theme 5 Methods of training
Findings – According to this
diagram, it is evaluated that 30
participants are in favor that
on the job training is the best
fitted method of providing
training to employees whereas
20 supports that off the job
training methods.
30
20 A. On the job
training
B. Off the job
training

Theme 6 Customer satisfaction level with
products and services of H&M
Findings – As per the market
survey it is examined that 35
customers are highly satisfied
with products and services of
H & M where 10 are not so
much satisfied and remaining
5 are totally dissatisfied.
35
10
5
A. Highly satisfied
B. Satisfied
C. Dissatisfied

Theme 7 Effectiveness of training and
development programs
Findings – According to the
research, it is evaluated that 30
participants are saying that
measuring performance level
of staff members is to increase
the effectiveness of training
and development activities
whereas 12 states that
managers can set clear goals
and objectives. On the other
hand, 8 states that H &M can
use appropriate methods for
staff development activities.
0
5
10
15
20
25
30
12
8
30
Column B

Theme 8 Improve customer satisfaction level of
employees
Findings – As per the research, it
is measured that business
organizations tries to boost up
the customer satisfaction level
of customers by developing
their faith and trust towards
firm as per the statement of 35
respondents whereas 10 states
that effective communication
and remaining 5 refers that
avoiding mistakes is the best
tool for customer retention.
0
10
20
30
35
5
10
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