Customer Experience Management
JB Hi-Fi Retailers
Introduction
The enterprise is among the Australian listed retailer businesses. It is known for the supply of consumer goods in many markets in Australia. The stores of the Company are also found in other countries such as New Zealand. It has also been quoted in the ASX. The enterprise was initially incorporated in Australia and its headquarters are therefore in the Southbank in Melbourne. The founder of the well-known retail business in Australia was John Barbuto in 1974, thus the business has about 46 years in the market. There are more than 300 locations where the business operates. As stated initially, it has expanded its stores to other countries such as in New Zealand. The key products that are traded by the company include consumer electronics, major and small appliances. The business is a small and medium enterprise can, therefore, be classified under the Retail Industry. Most customers within Australia, have had a customer experience with JB Hi-Fi thus the retail business is one of the best in terms of customer experience. The firms have therefore established a competitive advantage in Australia. The study in this paper is aimed at analyzing the customer experience of the company through an online survey.
Primary Research method
The online survey of this paper shall utilize the use of a questionnaire. A questionnaire may either be open-ended closed-ended. Both of the two are critical in this research paper. When a questionnaire is used to carry an online survey it is distributed in the worldwide websites where it can be easily accessed. The information regarding the customer experience with JB-Hi-Fi shall, therefore, be collected over a wide population.
Plan
The plan that shall be utilized to survey customer experience with the company is interested in deploying the questionnaire rapidly. However, the survey shall encourage those customers who have had experience with the JB Hi-Fi retail firm. One of the critical questions is whether the respondent has had an encounter with the firm. The questions must begin with the open-ended towards the closed-ended ones. The plan shall ensure that only relevant question regarding customer experience with the company is outlined.
Survey Design
The purchasing behavior, opinions of the customer with experience with the firm are the key aspects designed for analysis. The questionnaire is not designed to be complex. On the remarkable aspects regarding customer experience shall be stipulated. Besides, the questionnaire must be careful with the issues affecting JB-Hi-Fi customers. Besides, the questionnaire is designed to access internet users since most of the data collected shall be from internet users. However, face to face administration of Questionnaire applies to the accessible customer with experience of the firm.
Recruitment and implementation of the online Survey
An online survey using a questionnaire is one of the efficient measures of collecting data. Many respondents can be attracted in this research process. However, the recruitment of the individual respondents in Australia and New Zealand where there are established stores for the firm. The data collected shall be used for further analysis.
Secondary research methods
- Academic journal articles. There is already an existing study carried earlier about customer experience with the firm and is essential in this survey.
- Social media reviews. Many internet users in Austria and New Zealand have had one on one customer experience with the company thus the information elaborated in the social medial platforms can be easily retrieved in this survey.
- Finally, business reports are essential in this survey.
References
Carson, G. (2017). Retail-Never forget the cycle. Equity, 31(4), 10.
Addis, J. (2016). Retail sector wrap: One opportunity and plenty of worries. Equity, 30(3), 6.
Grimmer, L. (2019). JB Hi-Fi launches a small-format store in Melbourne CBD: Interview with Dean Blake.
Krosnick, J. A. (2018). Questionnaire design. In The Palgrave handbook of survey research (pp. 439-455). Palgrave Macmillan, Cham.
Patten, M. L. (2016). Questionnaire research: A practical guide. Routledge.
Brace, I. (2018). Questionnaire design: How to plan, structure and write survey material for effective market research. Kogan Page Publishers.