An Investigation and a Report into the Customer Services at Sainsburys :: Business and Management Studies: Case Studies

An probe and a Report into the Customer Services at SainsburysIntroductionFor my air report on customer receipts I have chosen toinvestigate Sainsburys.Sainsburys is a leading UK and US food retailer although Sainsburys of import crease activity consists of food sales they also have interestsin financial and property markets. The Sainsburys group consists ofSainsburys supermarkets and bank in the UK and Shaws supermarkets inthe US and employ a total of 172,900 people through and throughout their company.What is Customer service?Customer service is very important to every company and keepingcustomers satisfied tramp lead to a big increase in profit. A surveycarried out by NOP showed that reducing customer defections can raiseprofits by 25-85% and in 73% of cases the organisation in questionmade no attempt to persuade dissatisfied customers to take a breather with theircompany, despite 35% of them saying a simple apology would impedethem from moving to their competitors. Anoth er survey carried out byHENL showed that a 1% cut in customer service problems could retroverta 16 million pound profit for a medium sized business over 5 years.This shows that customer satisfaction can actually generate money.Another example of the benefits of keeping current customers satisfiedare the surveys produced by TARP and PriceWaterhouseCooper. This TARPsurvey showed that 68% of customer defection takes straddle because thecustomer feels that they have been haplessly treated and that it can costup to five times more to buy new customers than to retain vivaciousones. Customer satisfaction not only benefits sales of goods andservices but can also lead to bills being paid earlier by thecustomer. PriceWaterhouseCooper and the university of Bradfordsurveyed3000 businessmen and the results show that if there was high customersatisfaction past bills were paid up to 14 days earlier than wherethere was poor customer satisfaction. All of this evidence shows thatcustomer servic e is an integral constituent of a successful company.The importance of customer service to Sainsburys is reflected in their burster statementOur mission is to be the customers first choice for food, deliveringproducts of outstanding character and great service at a competitivecost through working faster, simpler and together.Types of customersThere are many unalike types of customer and they number mainly intotwo categories external and internal. External customersThese are people who ensure the store to buy their products or servicesand they all have different pick ups to be catered for. They are peoplesuch as the.Children (families)-Their need is equipment to be designed with their childrens safety inmind. There will be a lot of families visiting Sainsburys to purchase