WORKSHEET – How Debenhams meet the needs of their customer groups Based on your observations during the mystery shop you carried out at Debenhams, and your online investigation, you are required to identify how the retailer is meeting the needs of the customer groups that shop there. List the product specifications, services, facilities and website that Debenhams provide in order to meet these customer needs. Please give at least five examples for each. Product Customer How this meets needs specification group/s Exemplar – Wide All groups Customers expect to have a choice when they shop at Debenhams. They do not range of products want just one shirt, in one style, fabric and colour. But several so they can select one that suits their tasted. Debenhams provides a wide range of most products to meet this customer need Service Customer How this meets needs group/s Exemplar – All groups Customers of Debehams will often require additional support with their purchases. Customer service This may include after sales service, for example when a customer wishes to return counter an item. The customer service desk can deal with all such issues and satisfy the customers’ needs. Facilities Customer How this meets needs group/s Exemplar – All groups The customers of Debenhams want to make sure the clothes they purchase in store Changing rooms fit and look good on them. For this reason the retailer provides changing rooms. The store had roughly 10 fitting rooms to ensure customers did not have to wait long to try on items. Website & app Customer How this meets needs group/s Exemplar – High All groups When buying online |Debenhams customers will wish to see close up detailed definition photos images of the products they are about to purchase as they may not have seen them or touched them in real life. To satisfy this need the retailer includes HD photos of all products on its website for customers to examine before making a purchase.
WORKSHEET – How Debenhams meet the needs of their customer groups Based on your observations during the mystery shop you carried out at Debenhams, and your online investigation, you are required to identify how the retailer is meeting the needs of the customer groups that shop there. List the product specifications, services, facilities and website that Debenhams provide in order to meet these customer needs. Please give at least five examples for each. Product specification Customer group/s How this meets needs Exemplar – Wide range of products All groups Customers expect to have a choice when they shop at Debenhams. They do not want just one shirt, in one style, fabric and colour. But several so they can select one that suits their tasted. Debenhams provides a wide range of most products to meet this customer need Service Customer group/s How this meets needs Exemplar – Customer service counter All groups Customers of Debehams will often require additional support with their purchases. This may include after sales service, for example when a customer wishes to return an item. The customer service desk can deal with all such issues and satisfy the customers’ needs. Facilities Customer group/s How this meets needs Exemplar – Changing rooms All groups The customers of Debenhams want to make sure the clothes they purchase in store fit and look good on them. For this reason the retailer provides changing rooms. The store had roughly 10 fitting rooms to ensure customers did not have to wait long to try on items. Website & app Customer group/s How this meets needs Exemplar – High definition photos All groups When buying online |Debenhams customers will wish to see close up detailed images of the products they are about to purchase as they may not have seen them or touched them in real life. To satisfy this need the retailer includes HD photos of all products on its website for customers to examine before making a purchase.