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Decathlon - Coggle Diagram
Decathlon
Service Improvements
Introduce a loyalty rewards program.
Offer interactive in-store experiences.
Enhance app features.
Launch virtual consultations for product selection.
Understanding the Customers and Service Quality
Customer Feedback Tools
Tool 1: Customer Surveys
Evidence: Reference a survey link or result summary from Decathlon's website.
Evaluation: Easy to collect quantitative and qualitative insights; limited depth for nuanced customer issues.
Tool 2: Google Reviews
Evidence: Highlight a specific review or trend.
Evaluation: Offers real-time feedback; potential bias due to extreme views.
Service Quality
Reliability: On-time delivery or product availability evidence.
Assurance: Staff product knowledge demonstrated via training programs.
Tangibles: Evidence of store layout or equipment condition.
Empathy: Personalized customer service interactions
Responsiveness: Response time for online queries; chat response screenshots.
GAP Model Evaluation
Gap 1: Communication Gap
Evidence: Customer complaints about unclear product information.
Solution: Improve product descriptions.
Gap 2: Performance Gap
Evidence: Delivery delays noted in customer reviews.
Solution: Streamline logistics processes.
Service Processes and Technology
Service Delivery Technologies
Self Checkout System
Evidence: In-store kiosk photos.
Impact: Faster service, reduced staff burden.
Online Shopping
Evidence: Decathlon app or website screenshots.
Impact: Wider reach, 24/7 service availability.
Servicescape Dimensions
Ambient Conditions: Store lighting and temperature evidence.
Spatial Layout: Evidence of clear signage and aisle spacing.
Aesthetics: Evidence of attractive displays or themed sections.
Service Blueprint
Activities: Welcome, browsing, asking for help, trying items, checkout, leaving.
Fail Points:
Stock unavailability.
Improvement: Inventory management system enhancement.
Long queues.
Improvement: Additional checkout counters or mobile checkouts.
Format and Referencing
Ensure proper APA 7th edition citations for all references.
Present content in a clean, visually appealing format.