Sequencing The Journey of Customers to Enhance the Service Experience in The Retail Supermarket Industry

Abstract

The retail supermarket industry is continuously striving to improve the service experience for its customers. This project aims to enhance customer satisfaction by identifying pain points and creating valuable experiences through surveys. The empathy process will be employed to gain insights into customers' experiences and understand their needs better. Surveys will be utilised to collect quantitative and qualitative data, enabling the identification of areas for improvement. Based on the survey data, focusing on a pilot study done through the empathy process enables us to go for testing via hypothesis. These will highlight moments of satisfaction and dissatisfaction, providing valuable insights for formulating hypothesis to enhance the service experience. The hypothesis will be evaluated using regression and correlation analysis in SPSS, ensuring objective measures for determining the effectiveness of proposed improvements. UxPressia enables drawing service designs. The evaluation results will inform the development of service designs that address the identified pain points. These designs will outline the processes and interactions necessary to deliver improved service and ensure a seamless customer journey. By implementing these designs, the retail supermarket industry can significantly enhance the service experience, leading to increased customer satisfaction, loyalty, and improved business performance.