Customer Perspective Of Sainsbury's
Management and Control Group Assessment
The Customer Perspective
This perspective focuses on performance targets as they relate to customers and the market. It covers customer growth and service targets as well as market share and branding objectives. Typical measures and Key Performance Indictors (KPIs) include customer satisfaction, service levels, net promoter scores, market share and brand awareness.
Critical Success Factor (CSF)
These refer to particular areas or issues which are important to the success of an organisation such as Sainsbury’s. To ensure the top performance, special attention and concern should be given to these areas as they will decide the present and the future successes of the organisation. CSF is very important for the accomplishment of goals and ambitions of Sainsbury’s. The grocer must ensure their CSF’s are constantly monitored …show more content…
and updated in order to maintain their competitiveness within the fierce market in which they operate.
KPI’s
Customer satisfaction is one of many Key Performance Indicators (KPIs) for Sainsbury’s. The businesses customer satisfaction KPI is a vital sign for them; if they were able to improve it, in turn it would improve the overall health of the business. However, the customer satisfaction KPI, is itself comprised of several KPIs including Net Promoter Score (NPS), overall satisfaction and external industry benchmarks.
Sainsburys aim is to provide a unique service and offer products in order to satisfy all their customers needs.
The basic objective is to ensure better lives of their customers by providing them with safe, fresh, healthy and tasty food.
Another objective of Sainsbury's is to gain a sizeable portion of the market in which they operate. To ensure loyal custom, Sainsbury's trains their employees in such a way so that they are able to deal with all customers issues. For Sainsbury, it is critical that every client inquiry is dealt with in a manner that is suitable. To meet its exact requirements, Sainsburys directors recently decided to update the aged key system voice solution in order to improve the customer experience and improve effiency within all stores across the UK.
Nectar loyalty programme continues to be a key source of competitive advantage. Nectar is the UK's largest and most popular loyalty programme and Sainsbury's has 11.5 million active card users. Using the information from the nectar scheme, Sainsbury’s can reward customers directly at the till with points, and relevant rewards and
promotions.
More recently, Sainsbury's is trialling a new initiative called Mobile Scan & Go. This scheme allows customers to scan items as they shop using their mobile device and pay at the till without unloading their groceries. This is a new technology and makes the shopping experience even more convenient for customers by letting them track how much they're spending and view savings instantly, again improving the overall customer experience whilst also revolutionising the way mass populations shop.
The Customer Perspective
This perspective focuses on performance targets as they relate to customers and the market. It covers customer growth and service targets as well as market share and branding objectives. Typical measures and Key Performance Indictors (KPIs) include customer satisfaction, service levels, net promoter scores, market share and brand awareness.
Critical Success Factor (CSF)
These refer to particular areas or issues which are important to the success of an organisation such as Sainsbury’s. To ensure the top performance, special attention and concern should be given to these areas as they will decide the present and the future successes of the organisation. CSF is very important for the accomplishment of goals and ambitions of Sainsbury’s. The grocer must ensure their CSF’s are constantly monitored …show more content…
and updated in order to maintain their competitiveness within the fierce market in which they operate.
KPI’s
Customer satisfaction is one of many Key Performance Indicators (KPIs) for Sainsbury’s. The businesses customer satisfaction KPI is a vital sign for them; if they were able to improve it, in turn it would improve the overall health of the business. However, the customer satisfaction KPI, is itself comprised of several KPIs including Net Promoter Score (NPS), overall satisfaction and external industry benchmarks.
Sainsburys aim is to provide a unique service and offer products in order to satisfy all their customers needs.
The basic objective is to ensure better lives of their customers by providing them with safe, fresh, healthy and tasty food.
Another objective of Sainsbury's is to gain a sizeable portion of the market in which they operate. To ensure loyal custom, Sainsbury's trains their employees in such a way so that they are able to deal with all customers issues. For Sainsbury, it is critical that every client inquiry is dealt with in a manner that is suitable. To meet its exact requirements, Sainsburys directors recently decided to update the aged key system voice solution in order to improve the customer experience and improve effiency within all stores across the UK.
Nectar loyalty programme continues to be a key source of competitive advantage. Nectar is the UK's largest and most popular loyalty programme and Sainsbury's has 11.5 million active card users. Using the information from the nectar scheme, Sainsbury’s can reward customers directly at the till with points, and relevant rewards and
promotions.
More recently, Sainsbury's is trialling a new initiative called Mobile Scan & Go. This scheme allows customers to scan items as they shop using their mobile device and pay at the till without unloading their groceries. This is a new technology and makes the shopping experience even more convenient for customers by letting them track how much they're spending and view savings instantly, again improving the overall customer experience whilst also revolutionising the way mass populations shop.