Digital advancement have made the business boom and easy as it helps in lowering the pressure of management. The project is a research work on the topic importance of online feedback in different departments in company. The company chosen is Tesco which is a retail based organisation dealing in groceries and general merchandise. The following outcome is assessed in this project.
- Demonstration of detailed knowledge of discipline with area of specialisation.
- Critical analysis using appropriate techniques of research.
- Understanding different methods of research and its application.
Background of the study
Digital advancement has boomed business world by deriving various growth opportunities. It is an effective up gradation as it helps in easy connectivity with stakeholders Communication and interaction with stakeholder is the strategy which helps the firm in adapting to changes of business environment (Loader, 2015). Further, it can be said that digital tools has made easy management for the organisation by making functions digitalised. Moreover, it has established the tools of different tools such as, social media advertising, e commerce, online communication, clod computing, bio metric system etc. However, in accordance with digitalisation, it has been analysed that the products of firm are becoming more personalised with the help of which organisation are able to ser
The study is based on online feedback and its importance for leading retailer that is Tesco PLC. It is one of the leading grocery store of UK and holds 3400 stores nationwide. The focus of firm is one serving shoppers every day with little better customer service every day. It is necessary for Tesco Plc to implement the use of Online feedback technique as it is the advancement which will assist the management in analysing need of managing changes in existing products' ad services (Batinic and Kovacs, 2017). Further, it is the strategy which will helps the organising in coordinating with changing customer requirement which will reduce the risk of waste of resources and finished products. Online feedback is the survey method which helps the firm in regularly coordinating with buyers needs and wants. It is the method where consumers just have to rate business and its products according to their level of satisfaction.
Implementing online feedback method is an effective approach for Tesco as it can assist the enterprise in regulating control over buyers choices and preferences. Apart from this, it bis the method which is helps in easily tracking consumer response. In addition, it is tactic which assist the company in showing value to customers on the basis of their opinion (Wise, 2015). Thus, it can be said that online feedback is the advancement which will assist the retailer in managing value of services and developing trust on buyers. Hence, it will help in determining importance of collecting online feedback in order to manage stable functioning of different departments of an organisation.
“ To identify the importance of online feedback across various departments in an organisation: A case study on Tesco PLC. ”
- To comprehend the business services provided by Tesco Plc.
- To identify the implications of online feedback.
- To assess the impact of online expertise on business strategies of Tesco.
- To suggest methods through which management of Tesco, can improve their online services meritoriously and proficiently in relation to online feedback.
- What are the different types of online feedback received by the Tesco Stakeholders?
- What are the activities conducted by the management of Tesco in relation to the feedback?
- How to evaluate the impact of online feedback for Tesco?
- What recommendations can be provided to the management of Tesco which can enhance their business performance?
Rationale of study
Motive of the study is to develop knowledge over concepts of digital technology and its importance in managing successful business operations. Further, it will be focused on exploring importance of online feedback specifically for Tesco PLC. However, exploring information concept of research paper will help in boosting academic knowledge (Leibold and Schwarz, 2015). The direction of researcher will be on exploring study aim from different resources in order to develop critical understanding over research aim. Thus, it will assist in ascertaining risks for further learning and extraction of information.
Structure of Dissertation
Chapter 1 Introduction: This step of study is based on outlining brief concepts of study on the basis of which entire research will be conducted. It helps in deriving reason behind conducting research with the helps of aim, objective and rationale. Thus, it derives ultimate motive behind conducting study on chosen topic which is importance of online feedback for various departments of Tesco Plc.
Chapter 2 Literature review: It is the secondary research based on aim of the study and is collected from secondary sources such as, articles, books, journals, online publication etc. It is done on the basis of views of different authors which helps inn deriving pros and cons of research objectives. Further, it is an effective part of dissertation with the help of which researcher is able to outline findings and recommendation.
Chapter 3 Research Methodology: This chapter is based on research tools which are being used by scholar to establish systematic flow of investigation. Methodology of research is based on various aspects that is logical reasoning, data collection, analysis, ethical consideration etc. However, it is necessary for the scholar to outline the use of research technique in order to set specific procedure for investigation.
Chapter 4 Discussion and evaluation: This chapter of dissertation is based on outlining findings for discussion. This phase of dissertation help in discussion and conclusion to make effective recommendations. It is the final results and findings which conclude investigation aim and objectives of research.
Chapter 5 Conclusion and Recommendation: It is the final chapter of dissertation which is based on overall findings, secondary research and methodological tools. This is the summary to research findings and which will assist in developing understanding over research outcomes on the basis of which ways will be suggested to implement online feedback method in order to track consumer response towards products and services of firm.
CHAPTER 2: LITERATURE REVIEW
Products and services provided by Tesco Plc
Tesco is a British multinational firm and is the third-largest retailer in the world. The purpose of firm is to create value of services in order to maintain lifetime reputation among stakeholders. To attain consumer attention, the firm deals in wide range of products and services that is household, grocery, apparels, insurance etc. As per the views of Waters and Borup, 2017, Tesco is amongst the largest retailer across the globe because the aim is not prioritised on the basis of earning profits instead the business focuses on creating value for services. It has been analysed that the business implements the use of digital tool such as, social media advertising, cloud computing, bio metric system. According to Miller and Miller, 2018, it has been analysed that management believes that digitalising business functions assist the firm in easy management business services. It is the techniques which reduced manual workload. Further, it helps in lean management that aid in making optimum utilisation of resources. However, the author discussed about importance of feedback for Tesco from which it can be stated that determining consumer reviews plays a vital role for an organisation, as it helps the management in deriving need of managing changes in existing products and services.
According to Denton and Rowe, 2015, feedback is the strategy of managing waste in finished stock. Like analysis of consumer demand helps the organisation in controlling production and manufacturing of products. Feedback is the method which helps the consumer in tracking consumer response towards business and its services. In addition, regulating check over feedback assist in the management in determining need of improvement with the help of which Tesco has come long way and opened stall selling surplus groceries, making £4 sales and £1 profit on his first day. On the other hand, tracking buyer feedback helps the enterprise in determining need of changes which helps the organisation in serving customer satisfaction.
Implications of online feedback
As per the views of 30 Best Customer Feedback Tools: an overview, 2017, it has been identified tat online feedback I one tools of digital advancement which has boosted growth and opportunities for business works. It is the tool which aims at directly connecting and communicating with buyers via official website or through application. It is effective because it helps the business in determining loopholes in different departmental functions which needs to be altered. The author believes that it is an effective technique because it allows multimedia, productivity applications, cloud computing, interoperable systems and easy interaction to two parties.
According to Tanaka and et..al 2017, online feedback is a dynamic digital tool which helps the business in capturing consumer response. It is collected on application or on official websites of a firm. As per author it is necessary for the business to track feedback as it helps the management in meeting competitive goals of an organisation. It is the thing which establishes communication with customers and also enables support to buyers which enhances their purchase experience. The form on feedback can be triggered by firm in various ways in accordance with company policies and procedure of online interaction. Further, online response of customers is base on specified online goals of firm. For instance, Tesco aims at proving assistance to customers at time of online purchase. This strategy of helping online buyers aims at integrating online feedback with the help of which management team is able to determine customer satisfaction.
As per the views of Strobl, 2015, analysis consumer response plays an important role in deriving need of managing changes in particular department of an organisation. It helps in gauging customer issues which are beneficial for managing departmental change in and enterprise. As per the scholar it has been stated that online feedback is the simplest mode of survey as it does not require paper work and is time effective for enterprise as well as customers. It is general after shopping procedure in which the consumer are asked to rate company and its products. Collecting digital feedback is a diverse process where which digital team of an organisation are liable to coordinate with different customer reviews to derive alternative of improvement.
Likewise, Andy, 2007, discussed about effectiveness of customer feedback tools which are used by digital team of company to track a record of buyers response. The tools are, voice of customer, survey, online review, user testing, visual feedback and community feedback. Apparently, voice of customer tool is becoming priority for the leading business enterprises because it makes easy for the management to communication with buyers. IT is reduces the hindrance of online connection and is effective for “In The Moment” feedback, which is based on cloud computing tool of an enterprise. As per author, it is effective because it comprises multiple solutions such as reviews and advocacy from social media, solution via employee participation. In addition, it is an effective tool because it helps in combining survey data form customer relationship management software, sales reviews and via social media response.
On the other hand, there is Clarabridge which is known as customer experience management platform. It is effective for the leading organisation for tracking consumer response because it assists the management in collecting feedback form various possible sources. On this platform consumer reviews can be easily filtered and is also consumer friendly as it is classified into different feedback category such as text and sentiment analysis emotion detection and language consideration.
Guo, Sun, Schuckert and Law, 2016, has discussed about Qualtrics online application where the firm can directly ask question to consumers. It is feedback collection method where the data is extract via mobile application or official websites. Moreover, the author discussed about online review tools which is another effective method of feedback collection. The platforms are the best source which helps the firm in building trust on customers as in this the consumer behaviours can be influenced with the views of leading stars and digital marketers. The major challenge which comes up with online review tool is that the reviews are uncontrollable and are public of all. Thus, from the discussion over different tools of online feedback and their implication, it has been determined that collecting online consumer response is the most effective platform of deriving consumer choices and preferences. Further, it helps the organisation in controlling producing and manufacturing of gods and services as per consumer preferences. Thus, track over buyer response helps in making optimum utilisation of resources and minimizing waste in every department of an organisation.
Impact of online expertise on business strategies of Tesco
According to 34 Online Feedback Tools: An overview, 2017, online expertise is a critical information which helps the business in managing changes according to macro factors of business environment. It is the advocacy which helps the management in maintaining effectiveness in corporate reputation of an enterprise. Further, as per scholar, it has been determined that online expertise helps the business in managing financial performance as it assist in gathering considerable data to be relied on. However, expertise advice via online platform helps the business in altering change in department on the basis of external factors which are dynamic in nature.
As per the views of Tischer and Pepperkok, 2014, it has been determined that online expertise advise via feedback is the approaching strategy aid the firm in gaining in-depth knowledge over key concepts of enterprises that is management, marketing, sakes, production and human resource. Likewise, the author discussed about key areas of expertise of enhancing business strategies that is corporate strategy which helps in strengthening corporate environment of an enterprise. However, with the help of effective corporate environment the firm will be able to maintain value of services and resource allocation according buyer's convenience.
Miller and Miller, 2018, has discussed about maintaining of competitive strategy which is developed by the organisation by tracking consumer response via feedback. With the helps of online expertise the organisation is able to determined need of managing change in consumer services to attain competitive advantage in accordance with feedback review. It is the comprehensive strategic management skill set which will helps the enterprise in managing effectiveness in departmental functions as well as customer satisfaction. On the other hand, Jones and et. al., 2017, has argued over impact of online expertise on business strategies, from where it has been determined that online feedback of buyers aid in business development because it derives optimal path from the variety of options. In addition, the author discusses about expertise advice on the basis of cross sector experience, which helps in developing in-depth knowledge over key areas of improvement.
Methods through which management of Tesco, can improve their online feedback services.
According to Strobl, 2015, it has been discussed that it is necessary for the business organization to implement the use of online feedback methods in order to improvise consumer experiences. As per author, it has been determined that it is essential for the enterprise to tract response of consumer in order to analyse their improvement in services and department of enterprise. There are various techniques and online application of enabling use of online feedback such as online review tool with the help of which firm can be able to develop trust among customers. It is the strategy which helps the organisation in determining consumer choices with the helps of which enterprise can make changes in products and services. It is the tool which can be beneficial in influencing consumer view towards business and its services. In addition, it promotes google ranking system which helps in time saving review management. Online feedback review can be initiated by Tesco with the helps of online application like, KiyOh, which offers competitive pricing features which helps the buyers in establishing comparison in available alternatives. Moreover, it is effective for the company as well because the application keeps enterprise updated with good and bad both type of reviews. This tool focuses on ratings and reviews and with the help of Review Alarm which is an updation source for business.
According to Günther, Rudolph and Mutters, 2017, the Tesco can make use of standard survey questionnaires which convenient option which will shared on text messages where the consumer can tick their review option after purchase. In accordance with this method the Tesco will be able to control publicity of feedback as it will be confidential. Apart from this, organisation can also implement the use of User testing tools which helps the management in interacting with customers on their good and bad experience. It is an online feedback strategy which promotes interaction of seller and buyers which aid in making alteration in business products and services. The communication with buyers helps the company in deriving consumer preferences over products and services. It is the method which establishes direct interaction with buyers which makes easy measure of customer feedback.
According to Miller and Miller, 2018, the best tool for online feedback is visual feedback tool with the help of which costumer are able to share feedback with the helps of virtual sticky notes in form of text, images or buttons. This online feedback method is effective because it helps in deriving support to firm with the helps of designs which helps in managing deep consumer insights. Developing knowledge over consumer buying preferences is the best online expertise which is effective for all the departments of an organisation. Analysis and implementing changes in products and services on the basis of online feedback assist the entity in managing changes at initial steps which are effective for meritoriously and proficiently of business.
CHAPTER 3: RESEARCH METHODOLOGY
Implementing use of methodological approach helps the researcher in outlining systematic process of study where the focus of researcher in on analysing, summarizing, collecting and adhering to ethics. Compliance with methodological factors helps the scholar in making study effective for further considerations. Thus, it can be said that managing research with the help of methodological tolls helps the investigator in addressing problem statement of investigation which is to identify the importance of online feedback across various departments of Tesco Plc.
It is a set of beliefs on the basis of which data is collected and analysed. It encompasses various beliefs which are right and wrong according to problem statement of study. Philosophies are classified in two types that is positivism and interpretivism where interpretivism philosophy is use for qualitative study which helps in deriving concepts of disciplines and social science which are part of real life situations like, social behaviours, consumer response, participation etc. However, there is positivism philosophy which helps in developing knowledge over natural phenomena in relation to relation and properties. It is based on logical reasoning and sensory experience in certain situation. Apparently, in this study the scholar made use of interpretivism philosophy because the nature of study is subjective and it will assist in developing knowledge over importance of online feedback by reviewing consumer response of feedbacks. Moreover, it is implemented by scholar because it relies upon trained researcher and the human subject to study objectives.
For researcher it is important to consider right strategy which enable them to attain the objectives of the research. it can be selected as per the nature of study. There are two different types of methods which are involved in this process that is quantitative and qualitative. there are two different types of research strategy which can be considered by scholar that is qualitative and quantitative. In qualitative strategy a researcher focusses on theories and models which assist in understanding the objectives in an effective manner. Along with this, it helps in developing a depth understanding related to the what customers
On the other side, in quantiative researcher used to focus on doing proper analysis with the help of statistical tools and approaches. The information which is collected by researcher can be properly analysed and evaluated through the help of statistical and mathematical tools. For present research qualitative strategies is selected as because researcher has more focused on theories and models in order to complete the research in an effective manner.
Design of the research plays a vital role in specifying research goals and requirements. Design of the study is set of procedure which states action of investigation with regard to research problems, variables, data collection and hypothesis. Research deign is categorise into different types that is descriptive, semi-experimental, correlation, meta-analytic, experimental, review etc. Every research design offers different types of action plan for conducting study like in experimental design the focus of researcher is on experimenting sampled sources or participants. Apparently, in this research scholar used descriptive research design with the helps of which researcher is able to outline about how/when/why characteristics of importance of online feedback for various department of Tesco. The investigation is subjective in nature and therefore design assisted the investigator in outlining in depth concepts of research aim. Thus, it helped the scholar in outlining detailed analysis of online feedback and impact of online expertise on business strategy.
Approach sets specific procedure for study which helps in making philosophical assumptions to outline findings and outcomes. It sets stepwise process for study which helps in managing systematic flow of investigation. Approaches are classified into various types such as qualitative, inductive deductive etc. Inductive approach of study is used by the scholar when the focus of researcher is on reasoning of evidences and collected information. Whereas, qualitative approach for implementing general way of thinking in study which can be either explicit or implicit. Nevertheless, deductive approach is implemented by researcher at the time of logical deduction which helps in comparing one or more statements on similar study. Hence, the investigator implemented use of qualitative approach because the research is subjective in nature and it helped the scholar in outlining concepts of online feedback in theoretical form. Thus, it helped in developing in depth understanding over the concepts of digital advancement online feedback, online expertise and business strategies.
Data collection is known as the process of collecting information from various sources in order to identified appropriate answer of the research problem. Further in this, hypothesis is tested and evaluated the outcomes. It is classified into two types that are primary and secondary sources (Flick, 2015). Primary information is such which is new and not published by any author in their books or articles. On the other hand, secondary information is that which is already collected and published by different authors in their books and journals. The present research is based on identify the importance of online feedback across various departments in a Tesco, therefore, secondary sources will be considered for collecting the information. Trusted secondary research will be collected through online review forums such as TrustPilot.co.uk, Reviews.co.uk, etc. Researcher should be careful while collecting secondary data because sometimes data available may be unsuitable as per accordance to the subject matter. However, it is considered as appropriate sources in respect to develop deep understanding related to the importance of online feedback. Reason for selecting this method is that it helps in gaining large amount of information from various books and journals, articles, internet etc (Neuman and Robson, 2014).
After collecting information and data it is significant to properly analyse it so that meaningful information can be gained. It is considered as effective technique for analysing the information to reach the valid outcome (Miller, Birch and Jessop, 2012). This is required to be done so that viewer can easily understand results of findings. There are two methods which can be used for evaluating the information that are qualitative and quantitative
Qualitative method is that in which all the collected information is on non-numerical basis. Under this, method commonly thematic technique is considered for interpreting the results in a systematic manner (Gale, Heath and Redwood, 2013).. It is helpful enough in analysing the information in details. On the other side, quantitative technique is that in which all the collected information is analysed with the help of different statistical tools such as Z test, T-test SPSS etc.
The present dissertation is based on identify the importance of online feedback across various departments in a Tesco, therefore researcher has selected qualitative method for analysing the information. Reason for selecting this method is that it will help in determining the satisfaction of each stakeholder in accordance the services or good which are provided by Tesco Plc. However, collecting information from trusted sources such as TrustPilot.co.uk, Reviews.co.uk can provide insight to public opinions and views on the different services and goods provided by each retailer in the market, consequently giving an indication on how Tesco Plc compares to other retailers providing similar services. Hence, analysis of feedback is considered as highly recommended and for the present research online feedback are highly preferred by the scholar (Tong, Flemming and Craig, 2012). As it can be composed and noted, scaled in accordance to acceptable ratings and therefore subsequently the data can be then used as a pivot point to producing better services and goods for various stakeholders.
There are different types of ethical consideration which are need to consider at the time of carrying out research. First of all, it is important that all the information should be collected from authentic sources in order to ensure its reliability and validity. It is essential to make sure that all data are used for different sources such as online websites, books and journals. It is essential all the secondary information is written in own words so that chances of risk of plagiarism can be avoided (Mackey and Gass, 2015).. Along with this, it is important to have proper citations of the secondary information which are used in the research. At last it is important for scholar to understand that all the collected information is not misused by others. Therefore, proper division required to be done of all the activities which are undertaken by the scholar.
To conduct a research is not easy task because different types of limitation is faced by the scholar. It is important to take proper action so that chances of limitation can be avoided. Here below are some limitation which can be faced by scholar that are as follows:
- Aims and objectives: Aims and objectives are base of the study and it is important to form it in an appropriate manner to reach the valid outcome (Taylor, Bogdan and DeVault, 2015). Further, it is important for scholar to develop aim and objectives in such a manner that aims of the research can be accomplished.
- Selection of methodologies: There are various types of methods and techniques which are required to be considered in the research. However, selection of wrong methodology can lead to affect the findings of the research (Silverman, 2016). There are wide range of sources available for data collection it is important that proper selection method is considered so that researcher can gain large amount of information on selected topic.
- Limitation of time: There are many activities within the research which need to be completed on time (Neuman and Robson, 2014). If any activity is delayed then it leads to affect entire research. therefore, to reduce all the activities in provided time researcher need to do proper planning. so that limitation of time can be overcome.
FINDINGS AND DISCUSSION
When all the information is collected then proper method need to be used for analysing the information in a systematic manner. it assists in determining right outcome to understand significance of online feedback system. As discussed in metholdogy chapter qualitative technique is undertaken by scholar in respect carry out analysis. Under, this thematic perception will be considered in which different themes are prepared on the basis of customer online review.
Thematic analysis is one of the effective which help in evaluating qualitative and subjective information which is relevant to the selected topic. On the basis of collected information from Reviews.co.uk and TrustPilot.co.uk review there are different themes have been prepared by scholar with interpretation.
Theme 1: Quality of products and services of Tesco are appreciable as compared to other brands.
Findings: The review taken from TrustPilot.co.uk clearly indicate that Tesco company products are of high quality as compared to other brands. Customer review “A bit hit and miss on rare occasions but still think they're great” It is analysed that customers are treated in well mannered due to which they prefer to buy form the same firm again and again. There are few employees who work hard within the company and they should be appreciated for their work. Hence, it can be said that customers received quality services from company and it lead to increase their satisfaction level. it can be said that satisfied customers used to
Theme 2: Frustrated customers with sizing issues
Findings: From the review provided by customers on TrustPilot.co.uk it is analysed that most of the customers of Tesco are frustrated because of delivering wrong services. further manager of Tesco company blamed their customers and make excuses instead of resolving their problems. Moreover, Sizing issue is one of the main issue which is faced by most of the customers. Hence, findings reflect that customers are treated in well mannered and most of their issues are avoided instead of resolving them on time. Customers prefer another supermarket instead of preferring Tesco.
Theme 3: Rude and unprofessional response of employees
Findings: From the review provided by customers on Reviews.co.uk it clearly shows that there are many customers of Tesco who were not treated properly at the time of their purchase in supermarket. They do not get proper answers from employees whenever they ask any questions related to products and services. Along with this, bad assistant makes customers disappointed and forces them to purchase from other super market. From one of the review taken from TrustPilot.co.uk that is “Tesco you are losing a customer, arrogant unfriendly staff in their Middleton store, quality of food gone right down.” indicates that employees of Tesco are unfriendly and they are putting efforts to keeping customers satisfy.
Theme 4: Tesco do not deliver fresh products to customers
Findings: The review taken from TrustPilot.co.uk clearly indicate that products and services of customers are not fresh. They give guarantee of delivering quality product but they are not up to the provided description. Most of the time their products are out of date due and they do not ready to exchange or refund it. Furthermore, most of the time customers are provided wrong information related to offer and they make them trouble for the same. One of the review which is “Tesco you are loosing a customer, arrogant unfriendly staff in their Middleton store, quality of food gone right down.” it shows that Tesco company is not takin their customers complaints seriously due to which they are switching to another brand. Hence, it can be said that customers are not treated in well mannered and their most of the products are expired.
Theme 5: Customers of Tesco face delivery issues
Findings: The review taken from Reviews.co.uk clearly indicate that there are many customers of Tesco do not received delivery on time. Most of the time customers received half delivery of their entire purchase. Furthermore, customers received delivery not on time due to which they face issues. They also do not respond at the time of complaint why delivery of product was late and most of the staff members who are in charge of delivery do have knowledge about customers purchase and delivery. In addition to this, customers also sometime received wrong product or may be one or more products missed from their purchase list. this lead to create bad image of Tesco company on customers mind. One of the review of customers was “Bad bad bad service waited since 9 pm delivery and they cancelled my delivery at 11 pm” It clearly indicate that delivering system of products is of poor which make customers frustrated.
Theme 6: Charing overprice at the time of payment
Findings: The review taken from Reviews.co.uk clearly indicate that there are many customers of Tesco who faced issues related to the overprice at the time of payment. at the time of billing this type of mistakes are mostly made by employees due to which customers suffers. further employees are not much attentive toward their roles and responsibilities due to which customers face issues while making purchase.
Theme 7: Lack of customers services facilities
Findings: The review taken from TrustPilot.co.uk clearly indicate that there are many customers of Tesco said that customers complaints are not resolved on time. Most of the customers complaints are keep on pending for several months that lead to affect satisfaction level of customers.
Discussion of findings in relation to literature
According to data analysis chapter it was found that customers feedback plays significant role for making changes in products and services. At this juncture, review taken from TrustPilot.co.uk help in analysing customers experience while making purchase from Tesco supermarket. The findings are consistent with literature review because online feedback is the tool which aims at directly connecting and communicating with buyers via official website or through application. However, they identified feedback method effective for making improvement in their products and services. Reviews shows that there are many customers of Tesco who are frustrated from the products and services of Tesco company. they most of the time complaint about delivery issues, employee’s behaviour and delay in responding to their problems. The findings, from the literature review shed lights on products services and quality of the products which companies are delivering to customers. Tesco is amongst the largest retailer across the globe because the aim is not prioritised on the basis of earning profits instead the business focuses on creating value for services. On the basis of collected data, it has been analysed that online feedback of customer helps to organisation in initiate and manage changes regarding the business operation, product and services. Corporation can easily design some significant process, strategies and process regarding improvement within business. On the basis of customer respond and review, company can take idea about the requirement of changes and improvement in the existing practices, policies, product and services. It has been also assessed from collected information that Tesco can easily make necessary improvement and control in the existing practices and quality of product and services. This helps in enhancing customer satisfaction because organisation can easily meet customer expectation by deliver appropriate product and services. It has been also analysed that there are various kinds of techniques and application to track customer responds and feedback on the internet through which organisation can easily provide online customer services and keep them satisfy. Online customer feedback helps to organisation in increasing performance and productivity of business because according to reviews and feedback of customer, business entity implement changes in the product and services and deliver more effective administration to customers in the market. It helps in boost up growth and progress of business in the competitive business environment. On the basis of collected information it has been also analysed that online feedback is the easiest and fastest mode of survey data collection that do not require long time and paper work for organisation and buyers. With help of this aspect, organisation can easily understand customer purchasing behaviour in the market and their actual requirement regarding product and services. Customer feedback helps to organisation in design new strategies, practices and method for operate business. It brings some innovation and creativity along with product and services that helps in develop competitive advantage for organisation in the market. Every organisation can easily collect information regarding existing performance and product with help of online feedback option..
On the other hand, research findings reflect that employees should keep positive behaviour with customers so that their issues can be resolved on time and they can easily ask anything from employees. Via online platform helps the business in altering change in department on the basis of external factors which are dynamic in nature. Online feedbacks can help in improving quality of services and assist in making improvement in products and services. There are cases in which Tesco fails to meet the quality of services. For instance in case of delivery of vegetable and fruits it is difficult to ensure that products remains fresh and as per quality standards. The delay in the delivery causes the quality degradation. Thus, Tesco must ensure that the products whose quality degrades quickly are delivered at priority. Another issue faced by the organisation is the mismatch in the delivery of products. Organisation receives complains from customers that they received products which were not ordered by them. Such errors occur mainly due to the miscommunication between the employees.
Organisation must consider the issue seriously as it will create a negative impact on customers and will present the irresponsible behaviour of the organisation towards customers. For maintaining the long term relationships with customers Tesco must treat these malfunctioning at the priority. The feedbacks and complains of customers need to be resolved at the earliest action. The role of the employees is also questionable in such circumstances. If employees are careful for the operational activities and towards feedbacks of customers then organisation can avoid such miscommunication generated issues. At the time of delivery organisation also charge some unfair and hidden charges which are felt inappropriate by the customers.
CONCLUSION AND RECOMMENDATION
On the basis of above discussion it can be concluded that, the main aim of the company is to maintain its reputation among its shareholders and its one of the largest retailer company across the world deals in home appliances, insurance, grocery and household product. They company not only aim at profit maximization but also, aim at providing the best goods and services to its customer. Tesco believes that customer's feedback is the vital element for any company and helps in the improvement of product and services of the company. Analysis of consumer demand helps the organization to manage controlling function of the company. Online feedback are provided by the company in which customer gives online feedback to the company through different source of media and online services. They help company in knowing they product through customer's point of view by get feedback and the company can directly connect to the customer's trough various tools like survey, user testing, customers reviews and voice of customer this tool used mostly by leading company now a days. The implication of online service gives more positive impact than negative because IT reduces the chances of mistake and work is done more effectively by using cloud computation tool. As, it provides information on the basics of survey and combine all the information and provided accurate feedback and solution to customer and the department. But it also has to face challenges because it has uncontrollable and comments are public to all. Different online business strategies are adopted by Tesco to maintain its effectiveness and reputation in the corporate enterprise. These strategies are made to reduce finance problems of the company and also helps in managing finances performance of the company so that company can work more effectively and efficiently on it. There is totally positive of this because through this they come to known about customer feedback and improvement is made according to the requirement of buyers.
There are various techniques and online application of enabling use of online feedback such as online review tool with the help of which firm can be able to develop trust among customers.
There are many tools used by Tesco to improve its feedback techniques and services and its very importance to improve its services so that accurate feedback of the consumer can come for goods and services. Through different methods like to track consumer response, online review tools this tool helps in promotes google ranking system which helps in goods and services, online feedback review can be started by Tesco with the help of Kiyoh, they offer comparison of different price of different product and then they can purchase it. They are many more techniques like survey questionnaires, users testing tools, online feedback strategies and last is visual feedback tool is the best tool among all the tool and mostly used by the company. In all they impact is positive in the company.
Some customer's think they are provided high quality of goods and services which no other brand provides and some think that they don't provide fresh goods and keeps outdated goods and they delay in delivering goods and their services are slow in delivering goods and services and are very rude with they customer's. the best tool for online feedback is visual feedback tool with the help of which costumer are able to share feedback with the helps of virtual sticky notes in form of text, images or buttons
In present time business implements the use of digital tool such as, social media advertising, cloud computing, bio metric system. These all tools help company in analysing customers queries and responding their requirements. From the above findings it is recommended that on the basis of customers reviews Tesco company should taken action so that it can easily overcome customers issues. There are many negative feedbacks are identified on TrustPilot.co.uk and Reviews.co.uk. Therefore, based on reviews, Tesco company should focus on employee’s behaviour and their way of working. it is important that company provide training facility to employees and teach them the way they should respond to customers on time. Employees are those who serve to customers and it is important that they keep positive behaviour with customers and make them comfortable when they come for purchase at Tesco supermarket. Furthermore, company should focus on keeping quality products and services in their stores it will help in keeping customers satisfy. Employees of Tesco should remove all expiry products from their stores this will help in retaining customers for longer period of time. In order to gain review from customers of Tesco, questionnaire method can also be adopted. It is the strategy which helps the organisation in determining consumer choices with the helps of which enterprise can make changes in products and services. Unfriendly behaviour of customers leads to put negative impact om customers mind about company. Complaints of customers should be resolved on time so that they do provide negative review or switch to another brand.
At the time of conducting entire dissertation I have learned lots of new things and there are many skills of mine which have been improved. I developed my understanding related to way research is conducted and topic on which investigation is based. To identified the problem on which research is required to be conducted is not easy task. Further objectives should be formed in accordance to the aims for getting valid outcome. thus, through my entire research there are many skills which are developed such as time management skill, research skill etc. I learned the way primary and secondary research is conducted. To conduct a secondary research is not easy because different books and journals need to be analysed properly. it is important that all the information which is collected is of recent years so that highly reliable and valid information can be gain. Further, I developed my knowledge related to the way company can make improvement in their products and services through online feedback system. However, at many stages I faced issues while carrying out research as that time my friends and colleagues help me in resolving this issue.
I have also taken support from my supervisor in respect to develop my knowledge. Apart from this I observed that to carry out research in systematic way it is important to break aims and objectives, this will help in avoiding the area for study that can impact the results. There are wide range of method which can be considered for getting valid outcome. I enhanced my knowledge related to the methods which can be used for carrying out in a right direction. all the activities of research need to be monitor carefully so that so that changes can be made on time whenever required. I learned the way qualitative technique can be used for analysing the results. It is considered as one the best way through which researcher can gain depth information related to the selected topic. Overall from the research I understand the way the importance of online feedback across various departments in an organisation. I learned how company can collect feedback from its employees and make changes within its system. Further, there are various strategies which can be adopted by firm in respect to understand customers experience while making purchase such as questionnaire, survey etc. Online feedback review can be initiated by Tesco with the helps of online application like, KiyOh, which offers competitive pricing features which helps the buyers in establishing comparison in available alternatives. At last the entire research was significant for me because it developed my knowledge in different area of study and skills. this all can help me in future while working in any organisation.
According to the research and academic writing I evaluated that considering online feedback is the most essential part of business development. However, my focus of future workplace will on participating in training and development session to attain my professional aim and objectives. My professional goals is to set consume centric start-up where I will focus on producing products with the helps of consumer feedback. However, to attain goal my initial step will be on working under supervisors in order to gain insights over management of successful business operations. I believe consumer centric services are the key concern of enterprise because buyers acceptance promotes brand value of organisation. As a learner I can state that I am good communicator and I love to interact and execute changes in my persona life.
Like wise if I will focus on working as marketing members of collecting and managing online reviews of consumers I will be able to develop critical understanding over buyers needs and marketing management. Moreover, analytics and logical reasoning are key skills which I have developed during academic writing n research therefore I feel my professional development will be based on encouraging new ideas and opinions to grow successful business by serving customer needs and wants. My professional development will be stepwise where I will seek of the job as marketing executive or consumer representative. However, with the help of this I will aim at learning key focus will be on deriving consumers point of view over innovation in business product's ad services.
Apart from this, I will participate in seminars and conferences to develop critical understanding over digital advancement which will helps me in gaining knowledge over appropriate use of online feedback tools which I have discussed in dissertation. From the research, I have identified that it is necessary for the individual to participate in different types of researches in order to boost learning over one topic of interest is an effective tool of analysing own strengths and weakness which can be beneficial for professional earning and goals.
However, to attain professional aim and goals I will focus on seeking jobs as per my interest of work. Further, I will evaluate the best alternatives for my development which will be dynamic and motivated place where focus of managers will be on building employee and customer relationship. In accordance to theses factors, my goals is to attain success over managing projects, concept of completion, effective designing of educational strategies and participation in coaching and mentoring programs.
Thus, as per the knowledge and academic learning my professional focus will be n qualifying as marketing executive or sales professional which are consumer centric approaches of business. I believe consumer and employees are the key assets of an enterprise. Thus, form motivation and satisfaction of both the asset it is necessary for management to stay updated for feedback which helps in deriving strengths and weakness of the business environment. Hence, to develop professionalism I will be focusing on developing soft skills which will help me in managing successful customer services.