Unit 29 - P3
I will be conducting a customer service survey of eight different retailers. The retailers chosen are;
River Island, New Look, H&M, Superdrug, Boots, Debenhams, Poundland and Primark. My survey
will include the following aspects; standard of meet and greet, standard of service, responding to
the customer’s needs, the assistance given, selling skills, the quality of the sales process and the
after sales process. I will summarize my findings from the research conducted via mystery shopping
and I will be describing what good customer service is and how it is achieved in retail as well as
explaining the level of customer service provided by the different organizations I’ve chosen. My
report will also include the different approached used by different retailers in the UK.
Good customer service in a type of retailer is when they provide thorough knowledge of products to
the customers, good customer service is also having past experience with the products, whilst being
able to help the customers make the best choices in the store regarding purchasing an item. Good
customer service and the way in which retailers are able to provide good customer service is by
treating the customers (by the help of employees) with a helpful, positive and friendly attitude.
Good customer service and the way retailers are able to achieve good customer service is by helping
customers efficiently in a friendly, helpful manner. Good customer service is not promising more as a
business than it is possible to deliver. Good customer service is when businesses value customer’s
time and value their choice of coming to seek custom in their store, as opposed to shopping at a
competitor’s store.
Standard of ‘meet and greet’
Regarding the standard of meet and greet in these retailers, those lacking good customer service
was New Look, due to not being approached when entering and didn’t have a single member of staff
ask if I needed any help which is a significantly poor effort of customer service for a retailer whom is
well known all over the UK. Primark was another retailer who provided significantly poor customer
service, with no sales assistants approaching me at the door, nor throughout my time in the store
and the reason regarding as to why the customer service was so poor was due to it being
significantly difficult to approach a member of staff for help due to the majority of them being busy
with other tasks, in addition, the members of staff didn’t give the type of vibe in which made
customers feel comfortable enough to approach a member of staff, therefore this is the reason as to
why the customer service was so difficult to receive due to it being extremely difficult to approach
any members of staff around the store and ask for any help.
In addition, the standard of meet and greet in both H&M and Pound land were significantly poor
also, due to the lack of meet and greet on my arrival in the stores. In addition, it was difficult to
approach members of staff in H&M specifically, due to the lack of staff members on the shop floor,
with Pound land it was difficult to approach any members of staff due to them being significantly
busy either helping other customers, or putting stock away which was too difficult for myself to
approach any members of staff. Therefore, the customer service I received in all four of these
retailers was poor customer service and especially for the well-known retailers they all are, the
reason as to why the customer service was so poor was due to the lack of meet and greet I received,
with none of these retailers approaching me on my entrance which starting my time in these store
on a negative note and made my overall shopping experience significantly poor in New Look,
Primark, H&M and Pound land.
I will be conducting a customer service survey of eight different retailers. The retailers chosen are;
River Island, New Look, H&M, Superdrug, Boots, Debenhams, Poundland and Primark. My survey
will include the following aspects; standard of meet and greet, standard of service, responding to
the customer’s needs, the assistance given, selling skills, the quality of the sales process and the
after sales process. I will summarize my findings from the research conducted via mystery shopping
and I will be describing what good customer service is and how it is achieved in retail as well as
explaining the level of customer service provided by the different organizations I’ve chosen. My
report will also include the different approached used by different retailers in the UK.
Good customer service in a type of retailer is when they provide thorough knowledge of products to
the customers, good customer service is also having past experience with the products, whilst being
able to help the customers make the best choices in the store regarding purchasing an item. Good
customer service and the way in which retailers are able to provide good customer service is by
treating the customers (by the help of employees) with a helpful, positive and friendly attitude.
Good customer service and the way retailers are able to achieve good customer service is by helping
customers efficiently in a friendly, helpful manner. Good customer service is not promising more as a
business than it is possible to deliver. Good customer service is when businesses value customer’s
time and value their choice of coming to seek custom in their store, as opposed to shopping at a
competitor’s store.
Standard of ‘meet and greet’
Regarding the standard of meet and greet in these retailers, those lacking good customer service
was New Look, due to not being approached when entering and didn’t have a single member of staff
ask if I needed any help which is a significantly poor effort of customer service for a retailer whom is
well known all over the UK. Primark was another retailer who provided significantly poor customer
service, with no sales assistants approaching me at the door, nor throughout my time in the store
and the reason regarding as to why the customer service was so poor was due to it being
significantly difficult to approach a member of staff for help due to the majority of them being busy
with other tasks, in addition, the members of staff didn’t give the type of vibe in which made
customers feel comfortable enough to approach a member of staff, therefore this is the reason as to
why the customer service was so difficult to receive due to it being extremely difficult to approach
any members of staff around the store and ask for any help.
In addition, the standard of meet and greet in both H&M and Pound land were significantly poor
also, due to the lack of meet and greet on my arrival in the stores. In addition, it was difficult to
approach members of staff in H&M specifically, due to the lack of staff members on the shop floor,
with Pound land it was difficult to approach any members of staff due to them being significantly
busy either helping other customers, or putting stock away which was too difficult for myself to
approach any members of staff. Therefore, the customer service I received in all four of these
retailers was poor customer service and especially for the well-known retailers they all are, the
reason as to why the customer service was so poor was due to the lack of meet and greet I received,
with none of these retailers approaching me on my entrance which starting my time in these store
on a negative note and made my overall shopping experience significantly poor in New Look,
Primark, H&M and Pound land.
