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

An Investigation and a Report into the Customer Services at SainsburysIntroductionFor my line report on node service I have chosen toinvestigate Sainsburys.Sainsburys is a track downing UK and US food retailer although Sainsburysmain melodic line 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 throughout their company.What is Customer service?Customer service is very important to every company and keepingclients satisfied can 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 stay with theircompany, despite 35% of them saying a impartial apology would preventthem from moving to their competitors. Another survey carrie d out byHENL showed that a 1% cut in customer service problems could amazea 16 million pound profit for a medium sized business over 5 years.This shows that customer gaiety 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 place because thecustomer feels that they have been poorly treated and that it can costup to five times more to buy new customers than to retain existingones. 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 in that respect 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 integral part of a successful company.The importance of customer service to Sainsburys is reflected in theirmission statementOur mission is to be the customers first option for food, deliveringproducts of outstanding quality and great service at a competitivecost through working faster, simpler and together.Types of customersThere are many dissimilar 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 will be a lot of families visiting Sainsburys to purchase