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

An Investigation and a Report into the client Services at Sainsburys approachFor my business report on node service I fork out chosen toinvestigate Sainsburys.Sainsburys is a leading UK and US food retailer although Sainsburysmain business activity consists of food sales they also pass on 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 state throughout their family.What is Customer service?Customer service is very important to every company and keeping customers satisfied can lead to a big subjoin in profit. A surveycarried out by NOP showed that reducing customer forgoings can raiseprofits by 25-85% and in 73% of cases the memorial tablet in questionmade no attempt to persuade disgruntled customers to stay with theircompany, despite 35% of them saying a simple acknowledgment would preventthem from moving to their competitors. Another survey c arried out byHENL showed that a 1% cut in customer service problems could generatea 16 million pound profit for a medium coat business over 5 years.This shows that customer pleasure can real generate money.Another example of the benefits of keeping current customers satisfied ar the surveys produced by TARP and PriceWaterhouseCooper. This TARPsurvey showed that 68% of customer defection takes place because thecustomer feels that they bedevil been poorly treated and that it can followup to five times more to buy new customers than to obtain existingones. Customer satisfaction not only benefits sales of goods and work but can also lead to bills being paid previous by thecustomer. PriceWaterhouseCooper and the university of Bradfordsurveyed3000 businessmen and the results show that if on that point was high customersatisfaction then bills were paid up to 14 days earlier than wherethere was poor customer satisfaction. All of this evidence shows thatcustomer service is an total part of a successful company.The importance of customer service to Sainsburys is reflected in theirmission statementOur mission is to be the customers first choice for food, deliveringproducts of large quality and great service at a competitive follow through working faster, simpler and together.Types of customersThere are many different types of customer and they fall mainly intotwo categories external and internal. External customersThese are people who visit the store to buy their products or servicesand they all have different needs to be catered for. They are peoplesuch as the.Children (families)-Their need is equipment to be designed with their childrens safety inmind. There result be a lot of families visiting Sainsburys to purchase