Woolworths Customer Experience: Management, Research & Findings

This presentation provides an overview of Woolworths' customer experience management based on initial research findings. It includes a company background, details about products and services, and customer personas (Millennials and Family Customers). The presentation highlights customer survey results, including satisfaction levels, appreciated features, and areas for improvement in Woolworths' offerings. Customer interviews provide further insights into preferences and comparisons with competitors. The research assesses the current state of the service experience, comparing it with competitor offerings and summarizing key findings related to customer demographics, product perception, and service satisfaction. The conclusion emphasizes Woolworths' commitment to providing innovative products at affordable prices, based on customer feedback gathered through surveys.

S C H O L A R I D :
CUSTOMER EXPERIENCE
MANAGEMENT

INTRODUCTION
• This presentation exhibits the background of
Woolworths and industry with regards to Australia
• It also explains products and services that are
required in the market
• It demonstrates two customer personas to obtain
the customer survey such as family customers
and millennial
• It also exhibits the responses of customers with
regards to Woolworth’s limited products and
services.

INTRODUCTION TO INDUSTRY
• Under the current review, Australia obtains favorable
feedback from the retail sector (Ainin, et al., 2015).
• In spite of lower growth in the wages and gaining
household debt, the higher housing market and
lower interest rate lead the customers to spend high
amount as compared to the perceived value of its
assets (Barnard, et al., 2016).
• The enhancement in the application of the internet
in Australia can make the easier procedure to
improve the progression in the retail sector.
•

COMPANY BACKGROUND
• Woolworths is one of the leading supermarket and
renowned global level that offers the quality
products and services at the affordable rate.
• It deals in about 995 stores in across the
Australian cities (Calabrese and Corbò, 2015).
• It has employed 115,000 workforces in their
stores who provide the finest and convince
products and services to their customers
• It also facilitates superior products and services
to their customers (Cheema, et al., 2015).

PRODUCTS AND SERVICES
• It collects 95% of all vegetables fruits, and meat
from local farmers of Australia (Company and
Briner, 2015).
• It provides fresh foods for their Australian
consumers.
• This company believe in offering the quality and
innovative products and services to their
consumers as it will support to make reliable
decision (Esbenshade, et al., 2016).

CONT…
• It provides their goods and services
• It offers their products and services by
considering supermarket app to offer groceries
goods and services (Ferrer and Medhekar, 2017).

2 CUSTOMER PERSONAS
• Millennial: (16-35 years)
• Family customers: (35-55 years)

CUSTOMER SURVEYS
• Please tick mark on your category
• Millennial: (16-35 years)
• Family customers: (35-55 years)
• Please select one of the following to assess
the products of the company?
• Fine
• Great
• Buggy
• Good, but there are some problems
• Life-saving

CONT…
• How well the products and services of Woolworths
can attain your needs?
• Satisfactory
• Severely
• Very well
• Sound
• Which three features are appreciated to you?
• Quality of Product
• Design of Product
• Customer responses
• Prompt services
• responses of Customer

CONT…
• Which three characteristics are more significant that
were missing in Woolworth’s products and services?
• Quality
• Prompt amenities
• Organic product
• Eye-catching wrapping
• App for services
• How would you rate the value of money for products
and services?
• Good
• Bad
• Regular

CONT…
• How easy is it to direct our website?
• Consistent
• Very difficult
• Problematic
• Very easy
• Easy
• Were you proficient to identify the facts and
figures that you were looking for on
company’s website?
• No
• Yes

CONT…
• How much effort did you individually have
to put forth to solve your issue
• A lot of effort
• A small amount of effort
• A usual amount of effort
• Which source do you choose for buying the
products and services?
• Online source
• Offline source
• Others