Analysing the benefits of improving organization customer focus performance through better Consumer services approach in wish.UK

Introduction to BSS045-3

‘Analysing the benefits of improving organization customer focus performance through better Consumer services approach in wish.UK’

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ABSTRACT

Maintaining effective and efficient customer service is still a dream for several brands. They are investing a great number of funds just to make sure that they can maintain that effectively and efficiently. The research has thrown light on how important it is to make sure that the brand can maintain this performance effectively and efficiently. For giving an instance of what's there in the research, it has been said that maintaining this performance requires a lot of trained employees as well as they also require several other factors. This might help the brand in attracting customers and has also made it sure that the brand has maintained proper relations with its potential as well as actual customers. This has help the brand in making great sales and profit. The report has started with a detailed introduction that has included everything related to the aim as well as the objective of the research. It has then made it sure to provide detailed reviews of other experts related to the aspects of the topic and has analyzed it effectively and efficiently. It has include the methodology section that has made it sure to explain every method which is included in the process like the survey method for collection of information, statistical data analysis tool for analysing the data and so on. In the end, it will provide a proper conclusion of the research and will also provide detailed reflection related to my experiences and the ability that has been learned b me during the process of completing the research. The only limitation of the research is that it can easily include more data collection method like interview that will be more trustworthy and reliable.

INTRODUCTION

The report has been based on the academic research conduction learning which states the important points such as understanding the research aim and objectives and identifying the core void of issue that has been critically analyzed through the research dissertation. The main focus of the research has been to understand the important details such as the aim of the research and the objective. The general history of the following issue that has been derived is not long back as consumer-based focus and consumer focus services have been a centric approach during the recent years which leads us to the point of understanding that an organization must be able to properly understand the benefits of improving their consumer focus performance through better consumer services approach. The main focus of the research would be to take online shopping as the main point of focus. The set research aim is as follows:

Aim

To evaluate the benefits of customer service approaches and use those to improve organization customer focus at online sites.

Research Objectives

1. To utilize the benefits of customer service approaches by Online sites to improve consumer focus

2. To evaluate potential monitoring methods to improve consumer focus on online sites.

Research Questions

1. What would be the benefit of improving consumer service approaches by online sites toward consumer focus?

2. What are the potential monitoring methods that could be made to improve consumer focus?

Any set research needs to have an understanding of the issue that has been derived to find the solution. In the recent period, there has been a major increase in online shopping and this means that with the process of increase in online shopping there is also an increase in the consumer services that the business has to provide to the consumers to ensure that their needs and wants are fulfilled, through this research there will be an evaluation of finding the consumer services can create in terms of improving the consumer focus in the online business context. The other potential approach that the research would be taking in terms of the issue is to critically evaluate the potential monitoring methods that would help the process of improving the consumer focus on online sites. The report is majorly trying to understand the research issues which has been that major e-commerce websites that are based on the virtual shopping platform not being able to focus on the consumer due to a lack of consumer-facing issues such as online websites not being able to provide resolution to the consumers in a fast and rapid-paced integrated system as virtual assistance is limited to technology and there are barriers such as communication issues and not being able to understand the consumer through virtual assistance that is poor in terms of consumer focus.

In the work by Pleshkova and Nesmelova, (2020), consumer or customer focus has been described as the potential understanding that the consumer is the most important aspect of the business which means that the consumer is to be understood as the main and center of the business and all the work is done to ensure that the decision that is made should be taken while considering the consumer needs and wants. The report has been set to understand the benefits that will be created through the use of consumer focus by businesses that are present in the online shopping industry. During the report, there will be a critical representation of using the research methodology that would be based on the important frameworks such as the critical usage of the display of the literature review related to the chosen topics and ensuring that the research is accurate and better in terms of understanding the past representation of the topics and issues. This research approach applies to businesses such as online sites, as it will assist the business in gaining a competitive advantage through better consumer focus. The approach will assist in better understanding consumer needs, increasing consumer satisfaction, and building better consumer relationships through the use of proper consumer-centric services. The main methodological approach of the research has been to with all of the methods and justifications in place, we can move on to the research journey and methodology. To define what a research methodology is, we state that it is a step and contribution of approach that a systematic method would help in the finding of the result by following a structure that has been defined in the following slides in the presentation. The following study might benefit from an epistemology philosophy approach since it is a technique that allows for the use of positivism as the foundation of philosophy, which would aid the research in getting knowledge via observation of the facts regarding the research. The methodology has been based on creating a view of being able to have a unique set of understanding that the viewers that are reading the research would be able to understand the process of approach and methodology that has been used. In terms of taken approach would be deductive research ((Woiceshyn and Daellenbach, 2018). The methods of this help in creating an effective observation that would help in deriving the conclusion of the work and better observation with the help of fewer resources required. During the investigation of the research, the focus of the research would be to include the research with primary data collection. According to the work by (Moser and Korstjens, 2018), primary research is the process through which the researcher uses a set of fresh and new data related to the research. During the research, there has been a brief focal point given towards creating an important understanding of the usage of primary data collection with questioner based to collect data from 100 consumers of online business stores and businesses to help in the research to reach the conclusion of the result. The following research is the commutative and integral portrayal of the research dissertation that would focus on the important factor of creating a change or a result to understand the research points better.

LITERATURE REVIEW

The literature review has been an important pillar of any research. The research is a piece of lengthy information related to the specific research point that has been processed through this research. The point of the literature review has always been to support the work with the past framework related to the research. Paul and Criado, (2020), the authors explain that any information that is added to the background of the theme including the past work done and also the important points such as the foundation of the research would be related to improving the knowledge related to the theme of the study. The literature review has been an important phase of the research as it has been dedicated to understanding the issues and the main points that the academic research would be evaluating and conducting research on. There is a focus on the theme of the research to portray the past work that has been done towards the similar profile of research topics that has been combined to be used in the research.

The study has been based on four different subparts that make up the research topic that is being covered in this research. The most important factor has been to enlighten and portray the past work done in a similar field of void and the major stats that are related to the concept of the research topic that has been chosen. The study mainly covers an overview of analyzing the advantages of increasing an organization's customer focus performance through a more consumer-friendly approach to online buying. This means that while we break it down into important pieces the main point is to work towards research that is based on the work of consumer-friendly businesses and practices that would help a business to gain benefits and important competitive advantage specifically focused on the online application. The theme of this research would revolve around pointing out the aspects of core points such as consumer services. Consumer service is an important factor for this research as the focus has been set to understand the centric service approaches that online sites and shopping platforms have in terms of creating a consumer service for the customer to utilize. The research would include the issues and the major barriers which are termed to be part of the online shopping period when the consumer uses the sites to make a purchase or any decision related to doing business with the online sites. The third aspect of the literature review has been focused on creating an important understanding of the benefits and the research work done by the past researchers in portraying the knowledge towards benefits that consumer focus has on organization performance.

Consumer services

Starting to understand that literature related to the research would be best analyzed through the research being focused on consumer services. The author of the book Matti, (2019), which has been focusing on writing an important piece of information related to consumer services portrays that usage of these is the position in which a business can concentrate on the consumers as their main focus of work that would help the consumers. Consumer service is largely generalized as the process through which a business tends to focus on providing services to the consumer and rather not just products. In terms of the study that is being conducted through our research. This process is termed as online consumer focus services that would help the consumer to have a better experience while online shopping. In the review and journal which has been written towards consumer behavior in the online shopping business by the authors Nguyen et al, (2018), the consumer service is a process through which a business is enabling their approach to understand the consumer behavior and steer the business towards managing the changes and getting the activities related to the business on a better term. Consumer services are of two types one being proactive and another being reactive. While major importance in the past has been given to providing solutions through reactive services in the present trends and social behavior changes the consumer now has focused on shifting their preferences to businesses that provide proactive services. In the work by Nicod et al, (2020), the researchers portray the information related to different types of consumer service approaches by a business, the authors write that proactive practice of consumer service is the process through which a business can provide services to consumer support before their ask while the reactive consumer support has been understood as the process through which the business provides the services to the consumer on their demands and ask for the consumer services. Paul and Rosenbaum, (2020), the authors write about the consumer services that are present on the new online shopping sites. This research has been done because in the present times the global pandemic has shifted the majority of the shopping towards online shopping which has led businesses such as online sites to focus on and create proactive and reactive consumers services to improve organization performance towards consumer service. Consumer services have been an important role in terms of creating an understanding of an integral part of the solution. Consumer services have been related to increasing the efforts towards increasing the innovation related to consumer service. As per the thoughts of authors, Juanamasta et al. (2019), Customer services are one of the most crucial as well as one of the most important activities for a brand as the future course of the brand or the company is involved in customer services. Customer service helps the brand in gaining customers loyalty which will help the brand in maintaining great relationships with the customers. It acts as the front-line of the brand as it is focused on saving the needs as well as the requirements of the customers to increase the satisfaction level of the customers and make sure that the brand can convert their potential customers to their actual customers to generate great profits and sales.

Issues faced by the consumer in online shopping

According to the work done on the potential understanding of Pereira, (2017), the research dissertation has been talking about technological advancement and the usage increase by consumers in terms of online shopping. The research points towards an important overview and process of thinking that has been created related to online shopping have been interrelated to major issues in the issues. the author of their research points out that the majority of people believe that online shoppers have a perception of major problems being associated to the relation of issues such as information that is difficult to understand, lengthy upload sessions, and payment difficulties. The above discussion has been able to portray that issues such as online payment failure, physical touch, and feel elimination have been considered as the side effects that are considered issues in online shopping. In similar research towards understanding the issues faced by the consumers Zhang et al, (2018), in their research evaluate and write that consumer engagement would lead to understanding the issues such as the negative services related to issues that the consumers face are related to behavior by the employees towards the consumer, negative attitude of the employees in terms of the showcase of the business in front of the consumers and technological issues that are related to delivery, incorrect parcel, and delays to the issues in providing solutions are major issues.

In such one work towards understanding the barriers and challenges that consumers face, while online shopping has been well portrayed by Jain and Kulhar, (2019), the authors in their research write that many factors include the issues faced by the consumers towards online shopping. The authors point out that there is a perceived risk related to online shopping that makes the shoppers hesitate towards shopping online, while the research also writes that a major reason for the consumers to not shop online or have issues with online shopping brings the next barrier which has been the inconvenience that is related to online shopping. There are many inconveniences that a shopper faces during shopping online which include hard-to-understand technology, complicated application, long loading time, the issue with describing the items and their shapes and sizes in comparison to reality. The above discussion has been based on understanding the issues that a consumer may encounter in terms of their time ordering from the online shopping sites that have led to the issues.

According to the thoughts and the viewpoint of the authors, Vasi?, Kilibarda, and Kaurin, (2019), the major issue that is being faced by customers with online shopping is their privacy and security. The authors further added these issues affect the nature of the customers and then affect the trust over the internet or online shopping. It becomes one of the main reasons for reducing the confidence of the customers in online websites and therefore affects the success of the internet retailers.

Improvement of organization performance based on consumer focus

The consumer focus and performance of a business are much inter-related. The factor of consumer focus being an important element that leads to change in the behavior of the consumer has been truthful. The process of consumer relationship and consumer focus is a similar fact in the process of creating an impact on organizational performance. In the work by Soltani et al, (2018), the authors have focused on the important factor such as the consumer relationship management process which is a part of the consumer focus has become important for the present business environment to manage as the process of supporting the consumer through the journey and providing them with the support that they are in need would lead to increase in many aspects that would improve the organization performance. The authors point towards the point that consumer focus would help the business to gain sales and improve its consumer retention. The above discussion has helped create an important understanding of the work towards the research which has been focused on understanding the benefits which would be created in terms of the consumer focus leading to improvement in the organizational performance. According to the work done by authors in their research on consumer service and consumer relationship management leading to benefits such as loyalty and good image the author Juanamasta et al, (2019), they write that many factors are accounted for in terms of consumer service leading to benefits or demerits to the business. The author points out that consumer service has been an important phase that needs to be considered in terms of improving the brand image and loyalty of the consumer towards the brand. In the above discussion by the researcher, we can understand that many benefits help the business to improve their result in terms of creating an important performance enhancement of the business which includes online shopping as well. The work done by Tsagkias et al, (2021) has been seen as an important aspect that may help the final theme of the literature review be set. According to the author Fairness, accountability, secrecy, and openness, according to the author, maybe campaigned for and used to improve customer engagement. The main point of the author has been to initiate that any business that may be online or offline must focus on consumer-centric methods to increase their organizational performance through the following methods such as keeping a transparent and helping process of support. This means that a consumer must be helped and treated as an acritical part of the position to improve consumer focus and better results.

METHODOLOGY

The framework of the research is initiated within the context of understanding the portrayal and display of the methodology that has been used to present the views through which the research has been done. According to Rinjit, (2020), any research that is being constructed or being conducted is portrayed through an important understanding of the thinking process and the viewpoint through which the work of research has been done. Research methodology has been understood in the work of Cr, (2020), as the process of research is the method that refers to the sense of searching the knowledge. A process of creating importance to following and creating the use of systematic steps to conduct research has been known as a research methodology. The following process has been understood in the context of doing research that follows the set research methodology. Through the parts that have been portrayed below the research methods and the process of the research, the journey can be easily understood and accessed. The research methodology has been based on the analysis and historical set Saunders Onion of research methodology which has been designed to help in the process of creating a better research pathway for students to work with ease on their chosen path as per Saunders et al, (2007). The research has an image attached in the appendix to support the research methodology choice (Refer to Appendix 1).

Research Philosophy

The research philosophy is a process that involves understanding the operation of the research. Through the research process that has been taken into consideration for this research, the study will benefit from an epistemology philosophy approach since it is a technique that allows for the use of positivism as the foundation of philosophy, which would aid the research in getting knowledge via observation of the facts regarding the research. Epistemology has been explained by the work of Al-Ababneh, (2020), epistemology has been defined as the process of finding and understanding the research to a pathway of finding or gaining knowledge. The main motive for choosing epistemology and positivism has been the process of creating an effective usage of a collection of quantitative data collection.

Research Approach

The research approach has been processed as the method through which research has been to understand the aim and the working of the research to understand the objectives of the research. In the process of the research approach. The deductive approach has been considered as the process of helping create an understanding of the work. The main reason or the aim behind selecting this type of approach is because this approach helps in finding the information with several facts and figures. In simpler terms, it is the approach that is associated with several scientific investigations (Woiceshyn and Daellenbach, 2018).

Research Strategy

This is the section that will help in knowing how the aims and the objectives of the research will be achieved with the implementation of suitable strategies. Several strategies or approaches are covered in this section. The strategy that will be used in finding suitable results for this research is the experimental approach. The main reason behind selecting this strategy or approach is the manipulation of one variable to make sure to capture the changes in the other variable. In simpler terms, this research strategy will help the research in assessing the relationship between two different variables (Gao and Jiang, 2018). This is that type of strategy that supports or follows the principles of the scientific method and is the research that is conducted in a controlled environment or several settings like these.

The main aim of the strategy is to make sure to test the existing theories that are already there done by other researchers and are certainly deductive. These are generally aligned with the positivist's research philosophy as it assumes that the knowledge or the information can also be studied objectively.

Research choice

This is that part of the research that will help in gaining the knowledge or the information about how many types of the data type will be used by the researcher to conduct the research. These data types are of two types qualitative and quantitative. There are generally three types of options that are available to the researcher. One is the mono-method, the second is the mixed-method, and the third is the multi-method. The researcher has to make sure to focus their study using any one of the choices or options. For conducting the research and for gaining the desired result, the researcher will take the help of the mono method. It is the type of method in which only one type of data is collected and made sure that the results are effectively and efficiently achieved or gained (Ojebode et al. 2018). For undertaking this research the researcher will perform quantitative research in which the researcher will conduct a survey using some kind of samples and provide results with the help of numerical analysis. Numerical data becomes much more helpful in providing the proper details with the help of several statistics that make it much easier for the researcher to provide the information and will also help the readers to get the perfect idea about the results that have been derived from the research by the researcher. This makes the research a lot easier and by including numbers or quantity, the research will look attractive and statistical to the readers. In this research, the researcher will be collecting the numbers or the stats with the help of a survey that and the result will be provided with the help of several analytical methods to make sure that the results are properly understood by its readers effectively and efficiently so that they can also use them in future.

Time Horizon

It is that part of the research that helps the researcher of the research to simply describes how many points of time are being used by the researcher to make sure to collect the information or the data to make sure to provide effective and efficient results that are being desired by the researcher (Lechner et al. 2021). For any researcher there are two options of the time horizon are there that can be used to collect the data or the information. For conducting this research or for deriving the desired results, the researcher here will take the help of the cross-sectional time horizon. This will help the researcher in conducting the research or collecting the data only at a single or one point in time. The data collected can be either qualitative or quantitative or sometimes it can be both. This is because the main focus of the time horizon is on the number of collecting the information and not on the type of data that is collected. This will help the researcher to evaluate their skills too in a way that how much time or attempt are being used by them to derive the desired results and also will make to analyze their self effectiveness and efficiency.

Data collection

This is that step where the researcher tends to collect the relevant data or the information to make sure to provide an effective and efficient result that is being desired by the researcher before starting the research (Zhou et al. 2018). For collecting the data the researcher majorly has three options, which are qualitative, quantitative as well as both. For conducting this research, the researcher will be taking help of the quantitative method that will be helping the researcher in providing the numerical information or the data so that the researcher can easily make sure to provide its readers with the appropriate information in an attractive manner (Jo and Jeon, 2021). For collecting the data or the information, there are generally two types of sources are available to the researcher from where they can easily collect the required data or the information. One of those sources is the primary source and the other source is the secondary source. For conducting the research or for deriving the result, the researcher will be taking the help of the primary source of information. These are those types of sources of information in which the researcher collects the first-hand data or the information which is being collected by himself with the help of some group of several ways like interviews, one-to-one interactions, surveys, and many others (Uduji and Okolo-Obasi, 2019). For collecting the quantitative information with the help of primary sources, the researcher has taken the help of the survey method and the main reason is the convenience that this method provides to collect the required data or information from a large number of individuals or personnel. It is the method or the way that helps the researcher to collect or gather the relevant information with the help of several questions that are being asked by them from the number of people or the mass number of individuals. The survey method is that type of method that can be used by the researcher for collecting the required data from masses at a single point in time (Sileyew, 2019). For conducting the survey, a sample needs to be selected. A sample will contain those individuals that will be used for providing the primary information to the researcher that will be then used by the researcher to derive the desired result (Sullivan et al. 2020). Several methods of sampling are there that can be used by the researcher to conduct the survey. For conducting the research, the researcher has used the random sampling method in which the researcher has prepared 20 closed-ended questions that is to ask from 100 participants, and that basis the result will be derived.

Data Analysis

This is that part of the research that is used to provide proper knowledge about the methods that can be used by the researcher to analyze the collected data or the information (Mölder et al. 2021). As the data which is collected is quantitative, s the analysis method that will be used by the researcher will be the statistical data analysis method. This will help the researcher to analyze the numeric data or the information and represent it attractively with the help of several pie charts and bar graphs (Csala and Zwinderman, 2019).

Ethical Consideration

This becomes one of the most important parts of the research where the researcher tends to show the respondents that the research that they are conducting is ethically correct (Crespi-Abril and Rubilar, 2021). The ethical considerations that are kept in mind while collecting the information are: -

• The personal information that will be taken from the respondents will be kept safe and secure and proper confidentiality of this information will be maintained (Turcotte-Tremblay and Mc Sween-Cadieux, 2018).

• The respondents have the proper right to participate and they will not be burdened or forced to join the survey or answer the questions (Barrow, Brannan, and Khandhar, 2021).

FINDINGS/ANALYSIS/DISCUSSION

Any research that has been done would require establishing their understanding of the work done. The focus of the research data collection has been to implement an understanding of the result that would be used. In terms of the research, there has been a focus given on utilizing the primary research method of data collection and the research methodological choice has been made to create an important understanding of the mono method of quantitative data analysis. In the work by Morgan, (2019), writes that the quantitative method of data collection and analysis leads to helping the researcher to communicate and collect data from many unique resources and parties to analyze the majority thinking that would help the researchers to understand the benefits related to this research. The research has been focused on creating the advantage of better results that would help the consumer thus collecting the data from the consumers would help the researchers to understand the needs of the research. The data analysis has been done with the help of a statistical data analysis tool. Islam, (2020), portrays that the process of statistical data analysis leads to a proper method of utilizing the data that would help in determining the results to a better share based on the collected data. The present research has been able to create a focus on a descriptive statistical approach to the data analysis that would lead to a better result of the data analysis through stats and description of the results. The questionnaire was based on 20 close-ended questions for 100 respondents.

Q1- Have you faced any dissatisfaction during online shopping?

The above question was asked to a total of 100 participants and we can understand that the question has been based on finding the dissatisfaction that any consumer may have faced during online shopping. The results point that majority of the answers were towards accepting the problem being faced which means that 71 people out of 100 have faced the issue of dissatisfaction from their experience while shopping online while the results also state that 29 people point out that they have not faced any issue. According to the statistics it has been clear that the majority of consumer has faced an issue while shopping online.

Q2- Would you like to have a better and faster solution to the online consumer focus approach then tick yes, if happy with the present tick No?

The consumers of online shopping were then proceeded to answer about the online website being able to provide better consumer services which means that there should be a creation of better and faster solutions to the issues that the consumer faces during the online service. The response to this question has seen that majority of the consumers demand a better and integrated solution from a consumer focus, 89 people out of 100 pointed out that there should be better solutions. While 11 people out of the 100 declined that there is no need to change. Singh, (2019), also wrote that better consumer focus and solution makes the consumer become a loyal consumer while the customers that face issues tend to shift their choice of platform for shopping.

Q3- Has the consumer focus approach of the business helped you as a consumer?

During this question, the focus was to find the response from the consumer towards consumer focus benefits that they have gained to help them. In the above-presented response, we have been able to understand that 72 people out of the 100 believed that consumer focus has helped them. The result also portrays that 28 people out of the 100 also denied that consumer focus has helped them. The results prove that the consumers were helped in the process of better consumer focus by the online shopping sites.

Q4- If faced with order issues, would the present solutions satisfy the approach taken towards consumers?

The above question has been asked to the participants in terms of understanding their response towards the present consumer solution and consumer focus services being enough or potentially able to satisfy the present issues that the consumer face. The data collected states that there has been a close call in terms of the response. Of the 100 people, 58 people are in favor that the set standard of support would help the consumer to find their solution. The data also portrays that 42 people out of the 100 believe that present solutions are not enough to help them in having a satisfying feeling.

Q5- Were you satisfied by the help of the business representatives online?

The question has been portrayed to understand the consumers if they have ever faced issues in online shopping and they needed the help of the consumer focus to provide solutions, were the results of the solution provided by the online service enough. The data collected from the group of 100 consumers replied with their responses as follows, 70 out of the 100 consumers responded that the solution provided was not able to help them in getting satisfied with their issue resolution. While the response also states that 30 people out of 100 found that the solution provided was enough in terms of providing them with their required satisfaction from the issues.

Q6- Have you shopped online with online sites?

The question was towards finding the 100 candidates that can help in the survey which has been regarding online shopping and the consumer focus that the businesses provide towards the consumer, thus this question was asked to find if the respondents that are giving their feedback and the research both are ethically and potential in the process of being accurate. This means that the questions have all been designed to be answered by those who have shopped from online sites. This means that 100 out of 100 people are those who have once shopped online.

Q7- Have there been any issues that you have faced with the online delivery system?

The question has been asked to understand that out of the 100 people that have participated in the data collection process have faced any issue related to online shopping. The data collected has portrayed that out of the 100 people all responded and 96 of the consumers that have shopped through online sites have faced the issue of online delivery services. This shows that consumer focus has been a weakness of the online sites and there is a lot of work to be done. The data also shows that 4 people have not faced issues during online shopping.

Q8- Was there any first contact from the business regarding the issue?

The above question has been asked to understand the initiation of the consumer focus activities from the business or online shopping websites, this question has been understood to ask the importance and any first method of support or communication that the business makes to the consumers towards the business after facing issues. The data collection shows that 88 people of the 100 answered that no online sites that thy have shopped from have given any support in the first contact. While there are 12 people out of 100 that respond that the online site has provided support before they contacted them for the issues.

Q9- Has the problem been solved to your satisfaction?

The above question has been asked in terms of understanding the satisfaction of the consumer from the respective online site to have satisfaction from the solution that was provided to the consumers. This means that at any time have they been satisfied with the consumer focus. The data collected portrayed that 60 people out of the 100 stated that they have not provided any satisfaction while in the terms of the results it has been seen that 40 consumers answered that their problems were solved for satisfaction.

Q10- Was the customer interaction team able to understand your issue?

The above-collected data has been towards understanding that any online shopping team can understand that concern properly and have a proper understanding of the issue that the consumer is describing to the representatives. Through the data collected, it has been clear that there is a sharing in the response. The majority still state that the consumer interaction team that helps in providing solutions has been able to understand their concerns while 47 people state that their concerns have not been heard or understood.

Q11- Are you aware of all the channels of support that the business provides to the consumers in times of distress and problems?

The question has been portrayed in the process of gathering information related to all the consumer interactions and consumer service approaches that are present in the online sites for supporting the consumer's needs. The process of getting the data collected and the data analysis provides a clear picture that out of the 100 people that responded 70 have stated that they are not aware of the channels of support. This states that the majority of the work has been towards creating an important understanding that the consumers are not aware of the channels. The data also portrays that 30 people are aware of the channels of support.

Q12- Was the channel of consumer Services being easily approachable?

The above question was designed to understand about the analysis of the channel that has been towards the consumer services should be towards understanding the easiness of the consumer being able to avail that results. In the process of data collection, the majority of the consumers replied with a negative process that they have not been able to have an easy-to-understand process of consumer interaction. 57 consumers replied that they were not able to understand the consumer services while in the data collection 43 out of 100 also replied that they had ease of consumer services. Mbete and Tanamal, (2020), write in their journal related to work done on the service provided by the consumers being able to have ease being an important aspect thus this helps in making the consumer more approachable to work towards the business.

Q13- Do you think that the system of delivery should be improved?

The data collection process has helped in the process of analysis of the above question concerning the response from the consumers that participated in the data collection process. The question was intended to understand the needs and requirements of consumers in terms of the services that can be improved which are related to consumer services. The collected data when described has been able to provide a response that the majority of the consumers demand a better and improved system of delivery by the inline shopping sites. In the terms of the data that has been collected 9 replied out of 100 that there is no need to improve the present delivery system.

Q14- Should the e-commerce platform be held accountable for mistakes?

The above data has been able to present an understanding of the question that has been asked. The above question was asked for the issues that have been caused to the consumers being the reason and accountability of the business which means that the results portray that, the majority of the respondents answered with yes and 90 out of the 100 were in the majority that said yes. 10 people responded that the online shopping business should not be held accountable. In the work of Massey et al, (2019), the work by authors represents the result that accountability in the digital age is an important point that any business should follow in terms of the social aspect of the business.

Q15- Should the present system be able to remove the consumer approach for errors?

The above question was answered by 100 respondents with the answer to the question being the results. 77 people the consumers responded creating a majority of the answer stated and agreed that the present system of consumer services would be able to solve the errors that are created in the consumer focus services. The data that has been collected portrayed that 23 people stated that the present system would not be able to remove the errors.

Q16- Are you aware of the approach for your online parcel's wrong delivery or incorrect parcel?

The following question was designed to understand the information that the consumer has related to finding the approach which they need to take in terms of any issue that they face in terms of online shopping. The questions were answered by 100 people and the data that was collected portrayed that 55 people out of 100 were not aware of the approach that they need in terms of issues with their online parcel or incorrect delivery. While 45 people out of the 100 responded that they are aware of the process and approach that should be taken in terms of the issue related to their online parcel.

Q17- Was there a clear approach by the business towards helping you in finding the perfect solution?

During data analysis, this question was designed in terms of understanding the process that the consumer had to follow up in terms of issues that they faced. The question has been designed to understand what the process has been of business in helping the consumer and was the solution a clear-cut process. The data collection allowed the analysis to understand that 60 people out of the 100 responded that the process was clear in helping them in terms of issues while 40 replied that there have been issues and the process of the solution was not clearly defined during the time that they faced the issues.

Q18- Were the solutions related to the issues correct and helpful?

The above-stated question has been towards understanding the solution that was provided by the online shopping sites to be correct, accurate, and helpful. This means that if the solution was provided to the consumer the correct and helpful process has been in determining the result. In terms of the data analysis, the data portray that 77 consumers of the 100 answered that yes the solution that has been provided has been correct and accurate in terms of helping them with their solution while the remaining 23 people and the consumers write that there has been no proper work done and they answered with a no in the response.

Q19- Are the business online sites taking steps to improve the issues that the consumers are facing?

The question that has been stated is to understand the awareness if any that the online business is creating in terms of the consumer awareness related to their consumer service approaches. The data that has been collected provides the answer that 75 people in the research paper responds has given the response with yes as their answer which means that the online sites are taking steps to improve consumer services and their consumer focus performance. While in the result it has also been seen that 25 people responded with a no as an answer which means that they have not been able to see any improvements.

Q20- Can the companies improve consumer interaction to help the consumer focus on improvement?

The above-provided data can be analyzed through the portrayed graph as follows. The graph portrays that 82 people out of the 100 have been able to understand that the businesses need to improve their consumer interaction and thus creating an important understanding of the consumer through the process of better interactive consumer services. The process means that during the helping there is a need for improvement. While the data also portrays that 18 people voted and marked the no as their answer.

Conclusions

In the end, after analyzing the answers as well as the reviews of another researcher, it can be concluded that better consumer service approaches help the brand in improving the customer service performance of the organization. Customer service performance refers to that type of performance that deals with the proper handling of the customers of the brand and providing them with effective and efficient post-sales services. In other words, these are some sets of standards that are used by the brand to detect or analyze the best way or method to treat the customer of the brand and also says that the best practice should be implemented in the organization for this particular task. It is also being concluded that several methods can be used by the brand Wish.

The UK to make sure that they can develop the customer service performance of the brand. One those ways that are being found in the research is by conducting various online surveys and also by increasing the focus of the brand towards solving the queries or the problems of the customers online as it will become one of the most convenient as well as an easy way of enhancing the customer service performance of the organization. It is also concluded that managing or enhancing these types of consumer performances will help the brand not only in attracting new customers but also help the brand in maintain great relations with the customers of the brand.

It is concluded that the brand should make sure to implement several other ways or methods to make sure that the brand is easily able to enhance its customer service performance. It is concluded that the employees of the brand are much more responsible for enhancing the customer services or the customer experience with the brand. The employees should be given effective and efficient training and development sessions to make sure that they can help the brand in achieving this goal or the objective of the brand to make great customer experiences as well as improve customer service performance.

As per the answers provided by the customers, it can be seen that the brand is facing some kind of problem with managing the customer service performance and they think that the brand should focus on improving this performance by enhancing their employees and also by making their employees much effective and efficient. In the end, it can be concluded that the brand should make sure to enhance and implement several strategies that will be focusing on improving the customer service performance of the brand to make sure that they can attract the potential s well as the actual customer of the brand and also they can easily make proper relations with the customers. This will help the brand in increasing the sales as well as the flow of funds in the organization so that they can gain great profits.

Reflection

During the past 2 months that I have given to this report, there have been many important lessons and activities that I have used for the first time in my life to better use. The research has helped me in many modes of gaining and portraying the usage of academic learning in the process. According to my understanding, the main point that I have been able to learn through this research has been to value the truth and the process of finding the results while also disapproving of any point through proper research methods. The research has helped me in the process of gaining a method of improving and polishing the skills that would be needed in my future career to be put to test. This means that as a student I was able to involve the skills in a strategic process of learning and usage. I was able to create a process of communicating method that can be effective in reaching people with different perceptions through my research study. This means that my writing skills and portrayal of a complex writing research report have been improved and my communication skills have been put into proper usage.

During the research I was also able to use creative thinking in terms of finding the void of the gap in research, this means that creative thinking and analysis tools of my skills were put to good use. The 2 months in terms of academic learning have been filled with adventure as each different week I was able to have a conversation with myself to have a critical understanding of new education and academic learning.

The path of timeline and the action plan that I created to complete my research has been immensely helpful in the completion of the research. I faced some issues such as time management and a regular process of record-keeping and communication with the guides and people supporting me through the research has been a tough task to handle. I understand that time management issues for such a spread task are critical while completing the task on time. The other issue that I faced was related to analyzing the risk related to the research. Ensuring that all the feedback from the tutor was utilized in improving the process of doing the research has also been important.

Some emotional and personal issues have led to delays in some of my timelines and thus also increasing the risks related to the project. I understood that through the research I have been able to gain much more knowledge towards the time that I give to the research. I have improved my critical thinking process in the terms of real-life usage, while problem-solving which has been a main part of research in terms of concluding and the concept of the results has been taken an important part of my growth during the research. I can include that my personal and academic growth has been rapid and immense in terms of working towards better research and personal experience gained. With the help of the research, I have been able to become more conscious and create thinking of finding the methods to create a system of support for any issue that I may have encountered.

The main element that I have learned in the research report has been to analyze and gather personal data. This means that I had to create questions that would be perfectly designed to help in the process of gaining insights into solving the research issue and providing a result through my research. The first month was based on planning the action map and the mind map that would set me up to gain speed towards doing the research. According to major time, such phases that were created by me were to be divided into weeks and each week has been unique and different in the research yet connected through the roots. To conclude my reflection on the research I provide that these 2 months have been much humble in terms of helping me in creating a difference in my academic and personal growth in life.

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Appendices

Appendix 1: Research Onion

(Source: Saunders et al, 2007)