Many businesses employ customer feedback mechanism to receive the thoughts of the customers on the nature of services provided and seek ways of improving the service as per the customer suggestions. In assessing customer satisfaction for public organizations, there is need to employ direct interactions with customers and obtaining the necessary information that provides the business with the necessary information to complete the customer satisfaction process. The information is used in analyzing the customer’ s responses and ensuring that the results of the efforts of the business are paying results. Analyzing customer services and feedback for ways of measuring the efforts and the impact that they have on the customers is vital in sensing the direction that the business is taking in ensuring customer satisfaction and excellence (Bergeron & Blander, 2002, p.
These provide the assessment criteria for analyzing the efforts the company puts in ensuring the expectations of the customer are met regularly. In creating customer excellence, customers have expectations in every business they approach for services through making good decisions in staffing to improve customer service (Plunkett & Attner, 2007).
Any business that aims at satisfying these expectations requires having a good approach to the customer needs. During the recession period, there were a number of changes in the system that addresses customer expectations and the customer needs. Among the many aspects that changed, include cultures in customer excellence with regard to customer services. For the supermarkets, the recession caused changes that have developed to affect some of the supermarket businesses. Among the many strategies that supermarkets try to use, as a way of keeping the customer expectations taken care of is the ability to have many items under one roof.
As a big food retailer and supermarket, needs to pay attention to customer services pays (Selleit, 2000). Dealing with many things at the same time gives supermarket and edge in the retail business making them more successful.
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