Customer Dissatisfaction Of Tim Hortons

In Canada, The coffee retail industry has developed in the previous five years. The franchises is major factor in any business to expand their business for future growth. Actually Starbucks coffee is not a franchises. So they are company owned stores. They offer a different types of flexible coffee, tea program and stores for rang of various markets, and Markets include healthcare, universities & colleges resorts & hotels and existing restaurant. They additionally can take into account qualified high volume or high traffic retail locations.

For my teams research project, we are researching the customer service of the Tim Horton’s University of Lethbridge location. We would like to research further into the customer service by finding out if the customers served are leaving this location with satisfaction, and we would like to find out how or why they feel the way that they do after they are served. Our research is significant because as students that are often served by this location, we personally have noticed that this Tim Horton’s has slow wait times and often serves incorrect orders. Because of this, we feel that if we spend our time researching into these problems at this location that we will be able to provide an overall framework for improvement so that the location

Most successful businesses today actively develop loyal customers who buy their brands again and again. After all, getting current customers to buy more is much easier than constantly seeking new customers. Think of three brands that you buy on a regular basis. Why do you stick to these products? How could another company dislodge you?

Tim Hortons is a leading coffee chain brand serving various snacks and beverages. Tim Hortons specializes in food items like coffee, donuts, pancakes, waffles, strudles and lattes etc. It has a breakfast menu which includes bagel sandwiches, wraps, hash browns, oatmeal and croissants. It also has a menu for footlong sandwiches and burgers. Tim Hortons serves three types of coffees original, decaf and dark roast. In hot beverages French vanilla, lattes and mocha are available. In cold beverages it has iced coffee, fruit chills, fruit smoothies, frozen lemonade and chocolate chills. In baked menu they serve donuts, muffins, Greek yogurts, cookies, bagels and pastries. All these menu titles have a variety of options under them. Tim Hortons also serve

The diagram above outlines the customer service gap. Customer satisfaction refers to a person’s belief on the service provided to the. It describes whether the services accorded to them was a success or was it a failure. The expected service on the other hand refers to what your consumer wants whereas the perceived services is what they feel they have received. The gap is what Nordstrom Inc. is striving to close. Business enterprises should strive to ensure that customers receive what they expect(Nordstrom & Lattin, 2008). They should lay down procedures or steps that will aid in closing up the gap that exists.

Starbucks and Tim Horton’s are two companies that specialize in the food and coffee service industries. Information about each company, a comparison of how each markets their brand and their differing distribution methods will be provided.

Tim Hortons is currently recognized as the largest fast food restaurant chain in Canada. It provides a variety of products that are appealing to a broad range of costumer choices and the prices are relatively attractive for most of the consumer range. They prices are priced low and that’s why they are often favored by people. The company’s product line consists of premium coffee, espresso-based hot and cold specialty drinks (including lattes, 3 cappuccinos and espresso shots, specialty teas, fruit smoothies), home-style soups, fresh sandwiches, wraps, hot breakfast sandwiches and fresh baked goods.

* Customer Dissatisfaction - Delivery and quality problems invariably result in decreased customer satisfaction, which may be compounded by poor service

Customer satisfaction is the customer’s evaluation of a good or service in terms of whether it has met their needs and expectations (Vander Schee, 2016). The culture of the organization is to focus on delighting customers rather than on selling products (Lamb, Hair, & McDaniel, 2017). An example of a highly satisfied customer would be Nicole Snow, who owns a small business in Maine. One day she reached out to FedEx on social networks and asked for help in getting her supply chain set up. The team responded immediately and helped her solve the problem (“FedEx,” 2015). Here customer satisfaction is greatly shown the customers’ needs and expectations have been met by

Internationally, Tim Hortons is fighting in a very saturated market, with a much smaller grasp on the market share, in proportion to its operations in Canada. Their goal is to expand by roughly 300 restaurants in the U.S. before the end of 2018, by enacting new developmental plans. These plans will be complemented by brand and channel additions to push brand awareness and penetration.

The strategy is necessary for the establishment of a good relationship between the wholesale clientele and the company. The association that the regional sales teams have with the wholesale customers is vital for giving the company the necessary information regarding the performance of the product. The triple-tiered strategy is necessary for the identification of the challenges that the competitors are going through, and building on their weakness to increase the sales volume. An element of a weak competition in consideration involves brand recognition. Carolina Coffee

quality of the products connected with a fair price attracts many coffee lovers. Starbucks also

The extent to which a product's perceived performance matches a buyer's expectations. Customer might be

Kotler & Keller (2008) build on this definition, stating that customer satisfaction is determined by “the degree to which someone is happy or disappointed with the observed performance of a product in relation to his or her expectations”. Performance that is below expectations leads to a dissatisfied customer, while performance that satisfies expectations produces satisfied customers. Expectations being exceeded leads to a “very satisfied or even pleasantly surprised customer” (Kotler & Keller, 2003, p. 80).

Retail: The integration of retail is also a source of competitive advantage because this capability is also valuable and rare. Through Starbuck's full control and consistent management of the distinctive Starbucks experience, the company is able to create a strong brand equity. Establishing a strong brand equity allows the company maintain market presence. Additionally, considering that there are many coffee producers competing against Starbucks, having a strong brand equity allows the company to differentiate themselves.