04/13/2023 ITM BUSINESS SCHOOL,WARANGAL 1

04/13/2023 ITM BUSINESS SCHOOL,WARANGAL 2

Presented by:-Saumyaranjan pradhan

Roll no-34

A PROJECT REPORT ON “ASSESSING CUSTOMER SATISFACTION & MARKET DYNAMICS ON DOCUMENT MANAGEMENT DEVICES”

04/13/2023 ITM BUSINESS SCHOOL,WARANGAL 3

Introduction

Document services & digital imaging companyFounded in Rochester,New York ,US in 1906.Norwalk connecticut,US(Present headquarter)Ursula burns(Chairwoman & CEO)

04/13/2023 ITM BUSINESS SCHOOL,WARANGAL 4

•Accessing customer satisfaction & market dynamics on document management devices.

Identifying problem

•The main objective of the research was to find customer satisfaction for Xerox and other related brands & measure market dynamics.

Setting objectives

04/13/2023 ITM BUSINESS SCHOOL,WARANGAL 5

Sample size

Sampling method

Research method

METHODOLOGY

105

Deliberate & sequential sampling

Primary research & Secondary research

Sampling frame(List of population unit

Limitations of study

METHODOLOGY

04/13/2023 ITM BUSINESS SCHOOL,WARANGAL 6

• MARKET DYNAMICS MEASUREMENT• Q.1) Do you have any document management equipment like

printer, copier, scanner, MFP? a) Yes

Data analysis

Yes99%

No1%

04/13/2023 ITM BUSINESS SCHOOL,WARANGAL 7

2.Quantity of devices used

HP59%

Cannon10%

Xerox8%

samsung8%

others16%

Printers

04/13/2023 ITM BUSINESS SCHOOL,WARANGAL 8

Quantity of devices used contd….

HP54%

cannon21%

Xerox11%

samsung11%

others3%Copiers

04/13/2023 ITM BUSINESS SCHOOL,WARANGAL 9

Quantity of devices used contd….

HP53%

Cannon12%

Xerox6%

samsung12%

others18%Scanner

04/13/2023 ITM BUSINESS SCHOOL,WARANGAL 10

Quantity of devices used contd….

HP65%

Cannon11%

Xerox4%

samsung7%

others14%

MFD

04/13/2023 ITM BUSINESS SCHOOL,WARANGAL 11

Print size

A36%

A493%

A3/A41%

A3-Machine

A4-Machine

04/13/2023 ITM BUSINESS SCHOOL,WARANGAL 12

< 3000 im-pressions

79%

3001-10000 impressions

20%

> 20000 impressions1%

a.Monthly volume of printing

3.Volume of papers used monthly

Total printing

04/13/2023 ITM BUSINESS SCHOOL,WARANGAL 13

Total copying

Volume of papers used monthly contd..

< 3000 im-pressions

73%

3001-10000 impressions

25%

>20000 impressions1%

b.Monthly volume of copying

04/13/2023 ITM BUSINESS SCHOOL,WARANGAL 14

Volume of papers used monthly contd..

<3000 im-pressions

80%

3000-10000 impressions

19%

> 20000 impressions1%

c.Monthly volume of scanning

Total Scanning

Q 4) Do you have requirements for color copying / printing? a) Yes b) NoIf yes, then what percentage of the total volume is it? __________ Do you

intend to buy one _________

04/13/2023 ITM BUSINESS SCHOOL,WARANGAL 15

Requirement for color copying/printing

Yes17%

No83%

• Q5) On an average how much money is spent for printing and copying in a month ?

• a) < Rs 3000 b) Rs 3001 – 6000 c) Rs 6001 – 10000 d) > Rs 10000

04/13/2023 ITM BUSINESS SCHOOL,WARANGAL 16

< 300071%

3001-600018%

6001-1000

08%

> 100003%

Money spent

• Q.6) What are the factors that influence your buying? • a)Quality b) After sales service c) Price d) Finance

options e) Promotions

04/13/2023 ITM BUSINESS SCHOOL,WARANGAL 17

Factor influencing buying

Quality77%

After sales

service9%

price10%

finance options3%

promotions1%

• 7.Do you have any expansion plans in the near future? a) Yes b) No

04/13/2023 ITM BUSINESS SCHOOL,WARANGAL 18

Expansion plan

yes36%

no64%

8.Would you want to know about Xerox printers and MFPs?

04/13/2023 ITM BUSINESS SCHOOL,WARANGAL 19

yes17%

no83%

• Q1) How satisfied are you overall with your existing product?• a) Very satisfied b) Satisfied c) Neither satisfied nor

dissatisfied d) Dissatisfied e) Very dissatisfied

04/13/2023 ITM BUSINESS SCHOOL,WARANGAL 20

CUSTOMER SATISFACTION MEASUREMENT

very satisfied24%

satisfied70%

neutral5%

dissatisfied1%

04/13/2023 ITM BUSINESS SCHOOL,WARANGAL 21

CUSTOMER SATISFACTION MEASUREMENT

very satisfied26%

satisfied66%

neutral5%

dissatisfied very dissatisfied1%

2%

Response time by

company

• Q4) Would you recommend the same brand / product to others? a) Yes b) No

04/13/2023 ITM BUSINESS SCHOOL,WARANGAL 22

CUSTOMER SATISFACTION MEASUREMENT

yes93%

no7%

04/13/2023 ITM BUSINESS SCHOOL,WARANGAL 23

FINDINGS

• After sales services of Xerox is very bad.• High cost of machines & copiers.• Lack of proper promotions.• Lack of R & D facilities.• Inexperienced engineers in Xerox company.• Unable to cope with current market situation.• Blindly boasting as pioneers.• Not focusing on single individual devices.

• After sales service should increase.• Vigorous promotion.(OOH[out of home]

ADVERTISING STRATEGY FOR HYDERABAD METRO) .

• Good dealings/negotiations by sales guy.• Increase focus on small market with individual

printers ,scanners , copiers etc.• Prospect should get before 2 or 3 months of

selling devices.04/13/2023 ITM BUSINESS SCHOOL,WARANGAL 24

Solutions

“Pioneers never become leaders”.

04/13/2023 ITM BUSINESS SCHOOL,WARANGAL 25

Conclusions

04/13/2023 ITM BUSINESS SCHOOL,WARANGAL 26