Explain How Focusing on the Customer, by Providing Good Customer Service, Is Essential to Retailing.

Customer service is important because it allows the business to stay connected with its customers and to receive valuable feedback which could prove beneficial to the business in regards to any improvements needed to be made to their products and services.   It is also important to carry out good customer since satisfied customers will make repeat purchases and recommend the product to friends, leading to additional word-of-mouth sales.
For this task, I am going to devise a customer satisfaction survey for use whilst undertaking a “mystery shopper” experience at Boots and Tesco.   I will use this form to comment on the type of customer service I received from the two outlets and justify how my feedback will be helpful to their retail business.
Boots is a pharmacy chain in the United Kingdom and Ireland.   It offers a wide range of general health and hygiene items as well as providing cosmetics, toiletries and medicines. They also sell camera film, travel essentials and a selection of sweets and snacks.
Tesco is a United Kingdom based international supermarket chain.   Originally specializing in food and drink, Tesco has diversified into areas from clothing to services.











CUSTOMER SATISFACTION SURVEY - Boots
One answer for each line.
Yes No
Customer Satisfaction
Does the retail outlet offer value for money? 

Was their information available on your purchase? 
Staff on Floor
Were you satisfied with the service you received? 
Are staff knowledgeable on products? 
After-Sales
Does the store offer delivery? 
Do they offer cash back, if yes, have you ever used it? 
No I haven’t used their cash back services
ICT
Do they use electronic/self-service tills? 
Are the electronic tills more efficient when it comes to customer satisfaction? They do not have electronic tills so I am unable to say
CUSTOMER SATISFACTION SURVEY- Tesco
One answer for each line.
Yes No
Customer Satisfaction...