In this assignment I have to write a report that clearly shows that I have investigated the customer service practices of an organisation and commented on how the organisation could improve its customer service. The organisation that I have decided to do my assignment on is Sainsbury (J-Sainsbury Plc). Introduction to the company J Sainsbury plc is a leading UK and US food retailer with interests in financial services and property. The group comprises Sainsbury’s Supermarkets and Sainsbury’s Bank in the UK and Shaw’s Supermarkets in the US.

Group turnover in 2003 was i?? 18. 2 billion; underlying earning per share was 21. 5 pence. Sainsbury’s Supermarkets was established in 1869 by John James and Mary Ann Sainsbury and is Britain’s longest-standing major food retailing chain. The founders’ principles and values guide them strongly today as they did at the outset – to be the customer’s first choice for food shopping by providing high-quality products, value for money, excellent service and attention to detail. Sainsbury’s Supermarkets employs over 173,000 people a year (including Savacentre).

Of these, 60% are part-time and 40% full-time. 62% of employees are women. A large Sainsbury’s Supermarket offers over 23,000 products – 40% of these are Sainsbury’s own brand. In addition to a wide range of quality food and grocery products, many stores offer bread baked on the premises, delicatessen, meat and fish counters, pharmacies, coffee shops, restaurants and petrol stations. Sainsbury’s Supermarkets serves over 11 million customers a week and as at October 2003 had 512 stores throughout the UK.

Nearly 60% of our stores are in town-centre or edge-of-centre locations, many of these built on previously derelict sites. Sainsbury’s objective is to be the UK consumer’s first choice for food and to meet its customers’ needs effectively and thereby provide shareholders with good, sustainable financial returns, and to create an outstanding shopping environment This means they would like to grow and have good customer services. Also to ensure all colleagues have opportunities to develop their abilities and are well rewarded for their contribution to the success of the business.

Its policy is to work with all of its suppliers fairly, recognising the mutual benefit of satisfying customers’ needs. It also aims to fulfil its responsibilities to the communities and environments in which it operates There mission is to serve customers the best quality and choice to meet their everyday shopping needs. To deliver there mission, and restore profitable growth they focus on three parts: Outstanding quality and choice in food and then importantly, in other general merchandise products and customer services that make the weekly shop more convenient.

Delivering great service, serving customers consistently well at checkouts and in shop floor availability. Having competitive costs, implements their transformation programme to create an efficient business, so they can pass the benefits of lower costs onto their customers in competitive prices. Sainsbury’s customer service Customer service is an extra service providing to the customers to stay ahead of the competitors. Proving good customer service means more customers and profit.

Customer service consists various ways in which a business looks after its customers and offers pre-sales service, such as providing advice to customers on their product needs; and after-sales services, such as repair and maintenance back-up and the replacement of the faulty products or parts. Customer service plays an important part of the marketing mix, serving to attract new customers and reinforcing brand loyalty among existing customers. Sainsbury believes delivering great service is about making their customers’ shopping trips easy, enjoyable and inspiring.

Therefore it makes sure that their colleagues know that, an important part of their job is to serve the customers at their very best. To help them constantly improve on customer service they employ a team of independent shoppers, known as ‘mystery shoppers’. They carry out in-depth checks on their customers’ shopping experience to assess whether it is easy and enjoyable. The store is unaware that the check is being made until it is told how well it has performed and which areas need improvement.