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7/27/2019 "Customer Satisfaction Survey (Industrial Customers)" - FOUR-P International
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CUSTOMER SATISFACTION SURVEY 2013FOUR-P INTERNATIONAL
PRIVATE LIMITED, CHENNAI
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CUSTOMER SATISFACTION SURVEY
ABOUT
FOUR-P INTERNATIONAL PRIVATE LIMITED
CHENNAI
BY
PRETHESH.S
(I YEAR MBA, UNIVERSITY OF MADRAS)
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ACKNOWLEDGEMENT
My thanks to our respected HOD Dr. P.T. Srinivasan, who took
keen interest in our projects and encouraged us throughout the course
by sharing the information and giving the necessary input to us
whenever needed.
I owe my gratitude to my Internal Project guide Prof. Dr. J. Khaja
Sheriff, for his kind attention and valuable suggestions offered to me
throughout this course.
My thanks are also due to my Marketing Professor Prof. Dr. K.
Sathya Narayanan and to our Financial Professor Prof. Dr Thenmozhi
for sharing many businesses related valuable information with us
throughout the course.
I am very thankful to Mr. Krishna Prasad, my external guide at
FOURPCorporation International Ltd, Chennai, for his kind co-
operation in completing my project successfully.
Finally, I owe my gratitude and I am very thankful to Mr. B. Siva
Prasad, Director, FOURPCorporation International Ltd, Chennai, for
providing me with this opportunity and helping me in completing this
project.
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TABLE OF CONTENTS
Sl.
No
TITLE Page
No1 Introduction:
About the Company6
2 Project description 93 Project analysis 10
3.a Timely Delivery 10
3.b Quality of the Product 123.c Sales Representative 14
(1) Behavior 14(2) Adequacy in visiting the customers 16(3) Usefulness in Aiding the Customers 18
3.d Conduct of Delivery Boys 20
3.e Quality Issues 22(1)Degree of Conformance to Defect Free
Products22
(2) Responsiveness in attending the Quality
related Issues24
3.f Service Issues 26(1) Degree of Conformance with Hassle Free
Service
26
(2) Responsiveness in attending the Service
related Issues28
3.g Customer Loyalty 304 Customer Satisfaction 32
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5 Findings 346 Conclusion 357 Major Customers 36
8 List of Companies Visited & Person contacted 379 Sample Questionnaire 40
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INTRODUCTION
ABOUT THE COMPANY
The Company is having more than 1000 customers which includes
Large, Medium and Small Companies in the states of Tamil Nadu and
Andhra Pradesh.
Main Business of the Company:
Imports, Exports, Traders, Distributers & Manufactureres of
different products.
Lubricants
Problem Solutions
Molykote 111
Molykote BG 555
Molykote P 37
Molykote Range
Molykote TP 42
Molykote MOS2 Powder
Molykote Zinc Spray
RTV Silicone Sealants
Engg / Auto Industry
Silastic 732
Silastic 733
Silastic 734
Silastic 736
Silastic 1080
Silastic Auto Sealant
Building Industry
Dow Corning 995
Dow Corning 983
Dow Corning 789
Dow Corning 795
DC Glass Sealant
http://www.4pcorporation.com/Problem_Solutions.asphttp://www.4pcorporation.com/Problem_Solutions.asphttp://www.4pcorporation.com/Molykote_111.asphttp://www.4pcorporation.com/Molykote_111.asphttp://www.4pcorporation.com/Molykote_BG_555.asphttp://www.4pcorporation.com/Molykote_BG_555.asphttp://www.4pcorporation.com/Molykote_P_37.asphttp://www.4pcorporation.com/Molykote_P_37.asphttp://www.4pcorporation.com/Lubricants.asphttp://www.4pcorporation.com/Lubricants.asphttp://www.4pcorporation.com/Molykote_TP_42.asphttp://www.4pcorporation.com/Molykote_TP_42.asphttp://www.4pcorporation.com/Molykote_MOS2_Powder.asphttp://www.4pcorporation.com/Molykote_MOS2_Powder.asphttp://www.4pcorporation.com/Molykote_L_0500.asphttp://www.4pcorporation.com/Molykote_L_0500.asphttp://www.4pcorporation.com/Silastic_732.asphttp://www.4pcorporation.com/Silastic_732.asphttp://www.4pcorporation.com/Silastic_733.asphttp://www.4pcorporation.com/Silastic_733.asphttp://www.4pcorporation.com/Silastic_734.asphttp://www.4pcorporation.com/Silastic_734.asphttp://www.4pcorporation.com/Silastic_736.asphttp://www.4pcorporation.com/Silastic_736.asphttp://www.4pcorporation.com/Silastic_1080.asphttp://www.4pcorporation.com/Silastic_1080.asphttp://www.4pcorporation.com/Autosealant.asphttp://www.4pcorporation.com/Autosealant.asphttp://www.4pcorporation.com/DowCorning_995.asphttp://www.4pcorporation.com/DowCorning_995.asphttp://www.4pcorporation.com/DowCorning_983.asphttp://www.4pcorporation.com/DowCorning_983.asphttp://www.4pcorporation.com/DowCorning_789.asphttp://www.4pcorporation.com/DowCorning_789.asphttp://www.4pcorporation.com/DowCorning_795.asphttp://www.4pcorporation.com/DowCorning_795.asphttp://www.4pcorporation.com/DCGlassSealants.asphttp://www.4pcorporation.com/DCGlassSealants.asphttp://www.4pcorporation.com/DCGlassSealants.asphttp://www.4pcorporation.com/DowCorning_795.asphttp://www.4pcorporation.com/DowCorning_789.asphttp://www.4pcorporation.com/DowCorning_983.asphttp://www.4pcorporation.com/DowCorning_995.asphttp://www.4pcorporation.com/Autosealant.asphttp://www.4pcorporation.com/Silastic_1080.asphttp://www.4pcorporation.com/Silastic_736.asphttp://www.4pcorporation.com/Silastic_734.asphttp://www.4pcorporation.com/Silastic_733.asphttp://www.4pcorporation.com/Silastic_732.asphttp://www.4pcorporation.com/Molykote_L_0500.asphttp://www.4pcorporation.com/Molykote_MOS2_Powder.asphttp://www.4pcorporation.com/Molykote_TP_42.asphttp://www.4pcorporation.com/Lubricants.asphttp://www.4pcorporation.com/Molykote_P_37.asphttp://www.4pcorporation.com/Molykote_BG_555.asphttp://www.4pcorporation.com/Molykote_111.asphttp://www.4pcorporation.com/Problem_Solutions.asp7/27/2019 "Customer Satisfaction Survey (Industrial Customers)" - FOUR-P International
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Dow Corning 991 HP
Sealants Range
Release Products
DC 200 Silicone OilHilube
JET S20 (Silicone)
JET FA (Non Silicone)
Tools
Grease
Product Range:
Pulses
Molykote Lubricants
Silastic RTV Silicone Sealants
http://www.4pcorporation.com/DowCorning_991_HP.asphttp://www.4pcorporation.com/DowCorning_991_HP.asphttp://www.4pcorporation.com/Range.asphttp://www.4pcorporation.com/Range.asphttp://www.4pcorporation.com/DC200_Silicone_Oil.asphttp://www.4pcorporation.com/DC200_Silicone_Oil.asphttp://www.4pcorporation.com/Hilube.asphttp://www.4pcorporation.com/Hilube.asphttp://www.4pcorporation.com/JETS20.asphttp://www.4pcorporation.com/JETS20.asphttp://www.4pcorporation.com/JETFA.asphttp://www.4pcorporation.com/JETFA.asphttp://www.4pcorporation.com/GreasePumps.asphttp://www.4pcorporation.com/GreasePumps.asphttp://www.4pcorporation.com/JETFA.asphttp://www.4pcorporation.com/JETS20.asphttp://www.4pcorporation.com/Hilube.asphttp://www.4pcorporation.com/DC200_Silicone_Oil.asphttp://www.4pcorporation.com/Range.asphttp://www.4pcorporation.com/DowCorning_991_HP.asp7/27/2019 "Customer Satisfaction Survey (Industrial Customers)" - FOUR-P International
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Dow Corning Products
Silicone Oils / Fluids
Silicone Greases
Silicone Compounds
Silicone Removers
Kremlin Rexson 2 part sealant pump
Caulking/ Sealant/ Applicator Guns
Alualfa window Handles
Securistyle window Friction stays
Mould Release Spray-Silicone
Anti friction coatings
3 M Thortex (maintenance products)
Henkel Loctite Superwiz(cyanoacrylate adhesive)
Hylomar
Normount - Mounting tapes
Norseal PU foams
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PROJECT DESCRIPTION
This is a project to find the Degree of
Satisfaction about the Quality of Service provided
by Four-P International Private Limited Company to
its Business Customers by randomly selecting few oftheir main customers and by conducting a survey
with them.
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PROJECT ANALYSIS
A) TIMELY DELIVEY OF THE PRODUCT
SCORE IN THE
4-Pt SCALE
DESCRIPTION OF THE
POINTS
NO. OF COMPANIES
STICKING WITH EACH POINT
1 Never True 2
2 Rarely True 1
3 Usually True 12
4 Always True 25
INFERENCE:
No. of Companies accepting to the above
statement (in counts): 37
No. of Companies accepting to the above
statement (in percentage): 92.50%
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5%
2%30%
63%
93%
Customer Acceptance:
Never True Rarely True Usually True Always True
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B) QUALITY OF THE PRODUCT
SCORE IN THE
4-Pt SCALE
DESCRIPTION OF THE
POINTS
NO. OF COMPANIES
STICKING WITH EACH POINT
1 Never True 0
2 Rarely True 0
3 Usually True 8
4 Always True 32
INFERENCE:
No. of Companies accepting to the above
statement (in counts): 40
No. of Companies accepting to the above
statement (in percentage): 100%
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0%0%
20%
80%
100%
Customers Acceptance:
Never True Rarely True Usually True Always True
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C) SALES REPRESENTATIVE
(1) BEHAVIOR
SCORE IN THE
4-Pt SCALE
DESCRIPTION OF THE
POINTS
NO. OF COMPANIES
STICKING WITH EACH POINT
1 Never True 1
2 Rarely True 1
3 Usually True 16
4 Always True 22
INFERENCE:
No. of Companies accepting to the above
statement (in counts): 38
No. of Companies accepting to the above
statement (in percentage): 95%
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2%
8%25%
65%
90%
Customers Acceptance:
Never True Rarely True Usually True Always True
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C) SALES REPRESENTATIVE
(2) ADEQUACY IN VISITING THE CUSTOMERS
SCORE IN THE
4-Pt SCALE
DESCRIPTION OF THE
POINTS
NO. OF COMPANIES
STICKING WITH EACH POINT
1 Never True 2
2 Rarely True 8
3 Usually True 18
4 Always True 12
INFERENCE:
No. of Companies accepting to the above
statement (in counts): 30
No. of Companies accepting to the above
statement (in percentage): 75%
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2%
8%
25%
65%
90%
Customer Acceptance:
Never True Rarely True Usually True Always True
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C) SALES REPRESENTATIVE
(2) USEFULNESS OF THE VISIT TO CUSTOMERS
SCORE IN THE
4-Pt SCALE
DESCRIPTION OF THE
POINTS
NO. OF COMPANIES
STICKING WITH EACH POINT
1 Never True 6
2 Rarely True 2
3 Usually True 14
4 Always True 18
INFERENCE:
No. of Companies accepting to the above
statement (in counts): 32
No. of Companies accepting to the above
statement (in percentage): 80%
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2%
8%25%
65%
90%
Customer Acceptance:
Never True Rarely True Usually True Always True
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D) CONDUCT OF DELIVERY BOYS
SCORE IN THE
4-Pt SCALE
DESCRIPTION OF THE
POINTS
NO. OF COMPANIES
STICKING WITH EACH POINT
1 Never True 1
2 Rarely True 1
3 Usually True 15
4 Always True 23
INFERENCE:
No. of Companies accepting to the above
statement (in counts): 38
No. of Companies accepting to the above
statement (in percentage): 95%
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2%
8%
25%
65%
90%
Customer Acceptance:
Never True Rarely True Usually True Always True
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E) QUALITY ISSUES
(1) DEGREE OF CONFORMANCE TO DEFECT FREE
PRODUCTS
SCORE IN THE
4-Pt SCALE
DESCRIPTION OF THE
POINTS
NO. OF COMPANIES
STICKING WITH EACH POINT
1 Never True 0
2 Rarely True 2
3 Usually True 14
4 Always True 24
INFERENCE:
No. of Companies accepting to the above
statement (in counts): 38
No. of Companies accepting to the above
statement (in percentage): 95%
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2%
8%25%
65%
90%
Customer Acceptance:
Never True Rarely True Usually True Always True
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E) QUALITY ISSUES
(2) RESPONSIVENESS IN ATTENDING QUALITY
RELATED ISSUES
SCORE IN THE
4-Pt SCALE
DESCRIPTION OF THE
POINTS
NO. OF COMPANIES
STICKING WITH EACH POINT
1 Never True 0
2 Rarely True 3
3 Usually True 10
4 Always True 27
INFERENCE:
No. of Companies accepting to the above
statement (in counts): 37
No. of Companies accepting to the above
statement (in percentage): 92.50%
Note: The 100% acceptance level have beenmissed due to the unsatisfactory comments
given by very few customers belonging to a
particular segment that too in a particular area.
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2%
8%
25%
65%
90%
Customer Acceptance:
Never True Rarely True Usually True Always True
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F) SERVICE ISSUES
(1) DEGREE OF CONFORMANCE WITH HASSLE FREE
SERVICE
SCORE IN THE
4-Pt SCALE
DESCRIPTION OF THE
POINTS
NO. OF COMPANIES
STICKING WITH EACH POINT
1 Never True 1
2 Rarely True 3
3 Usually True 10
4 Always True 26
INFERENCE:
No. of Companies accepting to the above
statement (in counts): 36
No. of Companies accepting to the above
statement (in percentage): 90%
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2%
8%25%
65%
90%
Customer Acceptance:
Never True Rarely True Usually True Always True
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F) SERVICE ISSUES
(2) RESPONSIVENESS IN ATTENDING QUALITY
RELATED ISSUES
SCORE IN THE
4-Pt SCALE
DESCRIPTION OF THE
POINTS
NO. OF COMPANIES
STICKING WITH EACH POINT
1 Never True 4
2 Rarely True 0
3 Usually True 9
4 Always True 27
INFERENCE:
No. of Companies accepting to the above
statement (in counts): 36
No. of Companies accepting to the above
statement (in percentage): 90%
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2%
8%
25%
65%
90%
Customer Acceptance:
Never True Rarely True Usually True Always True
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G) CUSTOMER LOYALTY
SCORE IN THE
4-Pt SCALE
DESCRIPTION OF THE
POINTS
NO. OF COMPANIES
STICKING WITH EACH POINT
1 Never True 1
2 Rarely True 3
3 Usually True 13
4 Always True 23
INFERENCE:
No. of Companies accepting to the above
statement (in counts): 36
No. of Companies accepting to the above
statement (in percentage): 90%
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2%
8%
25%
65%
90%
Customer Acceptance:
Never True Rarely True Usually True Always True
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H) CUSTOMER SATISFACTION
SCORE IN THE
4-Pt SCALE
DESCRIPTION OF THE
POINTS
NO. OF COMPANIES
STICKING WITH EACH POINT
1 Never True 1
2 Rarely True 3
3 Usually True 10
4 Always True 26
INFERENCE:
No. of Companies accepting to the above
statement (in counts): 36
No. of Companies accepting to the above
statement (in percentage): 90%
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2%
8%
25%
65%
90%
Customer Acceptance:
Never True Rarely True Usually True Always True
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FINDINGS
Customers loyalty towards the company is very high. Among the
companys surveyed, many customers are doing business with FOUR-P for more than 5 years continuously.
Companys Customer Relationship Management is very good. They
are always connected with their customers through their sales
representatives who visits the customers frequently enough number
of times for every two months and also help by aiding them to meet
their needs if required.
But very few companies especially in the Broadway area are
expecting a still better service from the company with better
comforts in trading the goods and in the replacement policies in case
of damages (for the damage of goods which occur inside the
premises of the customers company).
Around 90% of the customer expressed their will to continue their
business with FOUR-P for the forthcoming years too because of the
Service and the Quality of the product provided by Four-P Company.
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CONCLUSION
The customers are having a good image about FOUR-P and the
Reputation the company among its customers is very high. TheCompany is very professional in doing their business. The company
satisfies the needs and wants of the customers whenever its customers
are in some business urgency. The company also provides proper
billings and different credit policies to its customers by giving them
enough time to pay back the money for the goods purchased.
Thus, as indicated by the project results the customers of FOUR-P
Company are very much satisfied with the kind of service and
assistance provided by the Company to them.
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MAJOR CUSTOMERS
The major customers of FOUR-P Company includes Companies
like
1) TVS Lucas
2) Rane (Madras) Limited3) Rane Brakings Limited
4) Guindy Machine Tools Limited
5) Lloyd Insulations (India) Limited
6) Maria Marketing Corporation
7) FL Smidth
8) Toshniwal
9) Prince Foundations Limited
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LIST OF COMPANIES VISITED & PERSON
CONTACTEDSl. No Company Visited Area Person Contacted1 Alvel Sales Sembiam Mr. D.Jayaraj
(GM-Quality Assurance)
2 AquasStar Kolathur Mr. Vincent
3 Taiyo Redhills Mr. Kumar
4 Vazirbun Trading Broadway Mr. Vazirburn
5 Bharat Hardware Broadway Mr. H.Bakir
6 Rane (Madras)
Limited
Velachery Mr. M.Karthikeyan
(Senior Executive-Materials)
7 Guindy Machine
Tools Limited
Pallikaranai Mr. S.Sampath Kumar
8 A-Bond Perungudi Mr. N. Nagappan
9 Endura Systems Nandanam Mr. Jothi Ramalingam
10 Lloyd Insulations
(India) Limited
Haddows Lane Mr.Krishnan
11 Emas Cathedral
Road
Mr. Raja
(Vice President)
12 Souhern India
Aquatek
T.Nagar Mr. K.S. Kumar
13 Dinesh Metal
Distributors
Sowcarpet Mr. Naresh
14 Aluminium
Combines
George Town Mr. Prashanth Mohta
(Business Partner)15 Rangoon Mill Stores Broadway Mr. Asgar
16 Maria Marketing
Corporation
T.Nagar Mr. Swaminathan
17 Metalfab
Corporation
Mugappair I.E Mr. Gopal Mundhira
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18 Bar Core Ambattur I.E Ms. Saraswathi
19 Bhari Metal
Fabrication
Nandambakam Mr. Dastagir
20 LNV Tech Egmore Mr. R.Mathialagan
(GM-Project Management)
21 Eastern Machine
Elements
MM.Nagar Ferdinand Lavana
(Plant Head)
22 IP Rings Limited
International
Trading
MM.Nagar Mr. Logannathan
(OCF)
23 International
Trading
Broadway Mr. Siraj
24 Unifab Facade
Solution
Nanganallur Mr. G.Suresh
(Purchase Manager)
25 Vishala Glazers Asprin Garden Mr. B.Nimesh Hegde
(Business Manager)
26 Prince Foundations
Limited
Kilpauk Mr. Bharat Sheth
(AGM Purchase)
27 India Pistons Limited Sembiam Mr. V.Vijayaprasad
(DGM-Mettalurgical Services)28 Kitabi hardware
Stores
Broadway Mr.Kitabi
29 Altech Santhome Mr. K.M. Motwani
(Technical Consultant)
30 Simpsons Engines
31 Mahle IPL Ltd M.M.nagar Mr. B.Murali
(Sr.GM-Operations)
32 A&G Facade
33 Rane Brakings Ambattur I.E Mr. P.V. Ravi Raj
(Deputy Manager-R&D)
34 FL Smidth Kelambakam Mr. Chandrasekar
(Vendor Department)
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35 Atlas Broadway Mr. Jindal
36 Toshniwal Kilpauk
Garden
Mrs. Anuja
37 Lucas-TVS Padi Mr. G.Mohan
(Head-Materials)
38 Gazel Architectures
Private Limited
East
Ayanambakam
Mr. Joshva Daniel
(Manager-Commercial)
39 Vera Architectural
Co
Thandalam Mr. Venkatesan
(Managing Partner)
40 SP Industries Kaspapuram Mr. Sundar Raman
(MD)