Website - Customer Satisfaction

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A

PROJECT REPORT

ON

A STUDY ON CUSTOMER SATISFACTION AND SERVICE

ANALYSIS

FOR

______________________________________________

BY

_____________________________________________

UNDER THE GUIDANCE OF

___________________________________

SUBMITTED TO

UNIVERSITY OF PUNE

IN PARTIAL FULFILLMENT OF THE REQUIREMENT FOR THE

AWARD

OF THE DEGREE OF

MASTER OF BUSINESS ADMINISTRATION (M.B.A.)

THROUGH

______________________ INSTITUTE OF MANAGEMENT

PUNE-!

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DECLARATION

I, the undersigned, hereby declare that the project entitled

__________________________________ written and submitted by me to the

university of Pune, in the partial fulfillment of requirement For the award of degree of

aster of !usiness administration under the guidance of

_________________________ is my original wor" and conclusion there in are

based on the material collected by myself#

Place$ Pune %ame$

&ate$

'


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CERTIFICATE

(his is to certify that the project )eport entitled ___________________ which is

being submitted herewith for the award of the degree of aster of !usiness

*dministration of university of pune, is the result of the original research wor"

completed by __________________ under my supervision and guidance and to the

best of my "nowledge and belief the wor" embodied in this project report has not

formed earlier the basis for the award of any degree or similar title of this or any other

university or e+amining body#

Place %ame$

&ate


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AC"NOWLEDGEMENT

I would li"e to e+press my heartiest gratitude to_________________ -.) /+ecutive0

, Pune for giving opportunity to associate myself to the world2s

largest producer of two 3heeler 4ompany and to carry out my project title

____________________________________________________________________

______________#

I am sincerely than"ful to __________________ (_________________) and

_________________ (_________________) under whose guidance I have

successfully completed this project and time spend with him is great learning

e+perience#

I would also give to special than"s to ______________________

(___________)for his valuable suggestion, guidance and advice in brining out this

project report and my sincere than"s to all the staff and member of Innoberry s,

#

I am grateful to ____________, &irector of Institute of management

and for prof#_______________for their guidance in this study#

_____________________

MBA II

#$$%&-%

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INDE'

S. N. C*+, N. A/0 N+1 P+2 N.

% E34567 S511+8 %

# C1,+/8 P96:

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CHAPTER- I

E'ECUTIVE SUMMARY

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4ustomer satisfaction is the "ey to success# 8etting your customers to tell you what is

good about your product or services and where you need improvement helps you to

ensure that your business measures up to their e+pectations# (he attached file contains

a customer satisfaction survey from designed to help you gather this important

information it was designed to ma"e it easy for customer to fill out 9 to ma"e it easy

for you to quic"ly customi:e to e+actly match your company2s activities# It also

includes suggestions for distributing the form, ensuring that customer will return the

form and following up on comments#

(his report is based on the topic ;tudy and analysis of customer satisfaction for

Innoberry

(he reason for a business firm to come into being is the e+istence of a customer who

has unfilled needs and wants# Innoberry has advantage of having the widest product

range in all mar"et segments in which it operates, putting itself in a unique position of

providing just product, but the best solution to their customer thus fulfilling the

unfilled needs# Innoberry "eeps itself abreast of the new and emerging technologies

and adopting them to deliver high quality and high performance vehicles to their end

customers# 4ustomer satisfaction has been conceptuali:ed in several ways#

4onsumer satisfaction is result of confirmation of e+pectation# Innoberry has been

focusing on the improvement 9 /+cellency in processes, which it uses to satisfy there

to accomplish, this it has focused on improving customer


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this aspect i#e# to "now the customer satisfaction level through primary data, to study

the process followed for customer satisfaction improvement and to suggest some new

means of customer satisfaction improvement#

I1,+/4

*s the customers are treated as "ing of today2s business world so it2s mandatory to see

that our customer "ings are satisfied or not# .ence the study is carried on 4ustomer

satisfaction# ;o whatever services are provided to the customer, his satisfaction is a

must, otherwise within no time the 4ompany will lose its customers# In the present

scenario the industry has given utmost importance of doing particular tas" at fastest

time#

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=# (o measure the prioriti:e areas where improvement will most affect

customer satisfaction#

># &etermine the level of customer satisfaction in the pesticide industry

M*0:28

D++ =54 P61+8 (96:0 S578)

)esearch area Pune 4ity#

)esearch approach ;urvey ethod

)esearch instrument ?uestionnaire

;ample Plan Personal Interview

;ample unit Personal

;ample ;i:e 1@@ customers#

L+/6/2

It helps to understand how to measure mar"et requirement

Project helps me to get basic "nowledge about the professional meetings and

how to ma"e report which provides useful information

Atility to the organi:ation

Project helps organi:ation to understand the mar"et requirement

B


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CHAPTER II

INTRODUCTION

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(he website mar"et is growing at a fast rate because of change in wor" life of

consumers# *s the need for Canytime anywhereC access to information is increasing,

the sales of #com and #in are also increasing# .ence it becomes necessary to

understand the consumer2s perception and attitude towards various brands and how

they ta"e decisions, regarding their purchasing pattern# (here are various factors that

can affect the purchasing decision li"e Price, ?uality of the product, brand image in

the mar"et, after sale service etc# .ence I chose my project topic as * study on

consumer satisfaction at Innoberry# I wor"ed on the project for 7 wee"s under

guidance of r# *mol Pavar and my wor" area was limited to Pune region only#

* pilot study was underta"en on sample of 1@ respondents# (he aim of this study was

to determine the contents of the questionnaire 9 evaluate if the outputs being

delivered meet the objectives of the survey# (o study the e+isting trends of mar"et, a

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CHAPTER-III

INDUSTRY PROFILE

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(oday2s world is more or less an Internet world, where people spend most of their

time over internet# 3hen internet is concerned, the 3eb &evelopment through

internet comes into discussion# 3eb development is a broad term for wor" involved in

developing a web site# It include web design, web content development, client liaison,

web server, networ" security configu>ration 9 e


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It would be really surprising to "now that with only about 6H of India2s large

population having access to computer 9 internetD India has achieved the top most

place in web development industry 9 I( services# Following are the list of some

factors which has contributed to the indisputed success of Indian companies in the

area of web development 9 designing#

/nterprise$ the free enterprise policies adopted by the government policies given a

lift to enterprenuers who have invested heavily in I( srevices such as !PJ, KPJ 9

3eb development#

/+pertise$ (he efficiency of Indian web service providers is "nown the world over

for e+cellent wor" 9 timely project e+ecution#

/ducation$ arge public 9 private investment in I( education, has churn out a large

pool of educated people, ready with essential s"ills in web technology#

/nglish fluency is the highest among the people of India-outside A;* 9 /urope0#

/nglish being the web languageD help the Indian people wor" much better in web

development services#

/conomics$ Indian website design 9 development service provides offer the best

service at cheapest rates, which create a perfect situation for business people on either

side#

Outsourcing to India:

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Jutsourcing is the process of contracting out a business process, which an

organi:ation may have previously performed internally or which that company deems

necessary to an independent organi:ation, where the process is purchased as a service#

(he cost advantage for off shoring to India used to be at least 1$7 beforeD but now it is

at 1$# India2s tech 9 web industry has a lot of wor"er who "eep an upgradation in the

industry2s profit# 3ith this boom in offshore outsourcing, India2s software 9 services

e+ports are estimated to group rapidly#

uture Of Web Development Industry In India:

(hough the web designing 9 development industry in India is now at a greater pace,

but the future of this depends on how well it is ta"en care of# (he web designing 9

development industry has got tremendous foundation in India 9 it has got a shinning

future# /+cellent results are e+pected from online auction sites li"e e!ay#

;o, when the seed of web development has been grown well 9 ta"en care ofD the

future will show a huge treeL

F55 9 W; D=62/6/2 6/ I/06+

(he future of a seed depends on how well it is ta"en care of and how well is it

implanted# 4are is that little thing which can ma"e a small, tiny thing into a very

fruitful and rewarding thing# 4are can be done with two approaches M positive or

negative# * positive approach can ma"e a tiny seed into a very large tree whose fruits

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can be enjoyed by man"ind# (heweb designingand development industry has got

tremendous foundation in India and the future of it is shinning very brightly in the s"y

of information technology#

(his journey which started in 1BB1 when first website was developed has gone

millions of miles ahead# (he "iller instinct to achieve and desire to e+cel has left the

thirsty minds of web developers striving to achieve more# Intelligence coupled with

determination always ta"es an ideology to great heights# *nd, it is this coupling which

forms the base of future of this industry in India# * fabulous growth is e+pected in

ne+t few years in this ever e+panding industry#

(here has been an ama:ing increase in the e+tensions to the basic web production in

the last few years# Ase of still graphics, animated graphics li"e animated gif2s, Nava

applets, and video clips along with sound production has increasing remar"ably# 3ith

coming up of


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moving images and sound# *lso, people with


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the magnification of web as a medium of interaction and communication in the

coming time# 3ebsites such as Faceboo", (witter, Jr"ut will surely show startling

development in the fields of communication and social


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CHAPTER-IV

COMPANY PROFILE

1B


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Our !ision

Jffering modern farming solutions with the right blend of technology#

Our "ission

*t the heart of our thrust on sustainable development in Indian #com industry is the

simple thought of mission, ensuring a better quality of life for all, now and for

generations to come

#bout The $ompany

Innoberry Info;ervices -P0 td# is eading 3ebsite &evelopment 4ompany from

Pune and providing all "inds of 3eb ;olutions as per customerQs need in best price

and timeframe#

Innoberry Info;ervices -P0 td# is a group of talented /ngineers and (echnologist,

whose core strength lies in ma"ing state of art Q(echnologyQ available to our client at

the most adequate price# 3eb ;olutions division of Innoberry has been well proven its

e+pertise with having developed more than '6@ websites#

3e implement website design strategies compatible to ;earch /ngine Jptimi:ation-;/J0 techniques#

Overvie%

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In this ever


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Our Strengths

Jne


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3hether you need a top


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Jur aim is to earn customerQs trust and confidence through personal attention, passion

for what we do and commitment to long


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/stablishment of an effective collaboration of all production participants

Independent .# Department

I//;8= QA 0,+1/ is an independent structural subdivision# Jur ?* team

consists of s"illed ?* engineers and e+perienced testers that are involved into the

projects on a dedicated or as


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I//;8methodology promotes a result


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I//;8follows a complete ;oftware &evelopment ife 4ycle -;&40 process

with distinct phases# Innoberry employs full control of procedures at every phase

to mitigate project ris"s and ensure efficient performance and high quality project

implementation#

I//;8 continuously improves its methodology to meet customer e+pectations

through accelerated development schedules and high


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W;=6 D7:,1/ P4==

W; D=62/ S764=

Jur creative designers will always offer you something beautiful and original, no

matter whether you prefer a classic design or a modern style, something complicated

or simple, straightforward or e+tremely advanced#I//;8 "nows how to help you

with projecting your thoughts outward and stri"e the online world with the most

stunning and engaging loo"#

.ere, at I//;8, we have invented a magic formula to produce unique website

design concepts, each of which can be a +: 1+=,64 9 +# .ere it is$

ta"e some remar"able enthusiasm and creative ardor

add boundless fantasy and artistic daring

pour in some thoughtful consideration

sha"e well

serve the most tasteful and delightful web design to the client

'>


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Oou can be %$$ 4/960/that your cooperation withI//;8will not only

ma"e you happy with your front end design but the entire design process will bring

you a lot of e+citementL

W; D7:,1/ S764=

3eb development means the bac"end of a siteD it deals with html


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CHAPTER-V

OBJECTIVE

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N0 O9 * P


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'# Knows other new techniques of customer satisfaction improvement and the

ways to implement them will help company in achieving still higher customer

satisfaction# It is less e+pensive mode of collection data for organi:ation point

of view.

A;5 * S508 C5=1 S+6=9+46/

4ustomer satisfaction is the "ey to success# 8etting your customers to tell you what2s

good good about your product or services and where you need improvement helps

you to ensure that your business measures up to their e+pectations# (he attached file

contains a customer satisfaction survey from designed to help you gather this

important information it was designed to ma"e it easy for customer to fill out 9 to

ma"e it easy for you to quic"ly customi:e to e+actly match your company2s activities#

It also includes suggestions for distributing the form, ensuring that customer will

return the form and following up on comments#

(he reason for a business firm to come into being is the e+istence of a customer who

has unfilled needs and wants# Innoberry has advantage of having the widest product

range in all mar"et segments in which it operates, putting itself in a unique position of


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providing just product, but the best economic solution to their customer thus fulfilling

the unfilled needs#

CHAPTER-VI

RESEARCH METHODOLOGY

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C/4, 9 R=+4*-

)esearch is an organi:ed inquiry designed and carried out to provide information for

solving significant problem# )esearch process involves M defining and redefining

problems, hypothesis formulation, organi:ing and evaluating of data, deriving an

implication and conclusions, after careful testing# )esearch has its objective# It

involves critical and e+haustive investigation and e+perimentation by manipulating

things, concepts or symbols#

F+5= 9 G0 R=+4* D=62/

* good research design has the following important features$

* precise statement of the research problem#

&ata sources and data collection procedures#

*pproaches to data analysis#

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)esource constraints$ time, cost, manpower#

T8,= 9 D++

P61+8 D++

S4/0+8 D++.

P61+8 D++

&ata that is collected for specific purpose at hand is called primary data# (his data is

customi:ed according to the needs of the researcher and focuses e+clusively on the

current research problem# (he collection of primary data is costly and time

consuming#

;ome of the methods of primary data collection are as follows$

Jbservation#

Interviewing#

?uestionnaire#

S4/0+8 D++

;econdary data may be defined as, data that has been collected earlier for some

purpose other than the purpose of the present study# *ny data that is available prior to

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the commencement of the research project is "nown as secondary data# (herefore

secondary data is also called as historical data#

;ome of the e+amples of sources of secondary data are as follows$ 4ompany available

product related database, Jrgani:ation chart, Product )ecords, Internet, etc#

R=+4* I/=51/=

(he research instrument used was the ;tructured ?uestionnaire#

(he questionnaire basically consisted of a set of questions that were presented to the

respondents for their answers# (his was by far the best method used for the collection

of primary data# In the preparation of the questionnaire, care was ta"en to see that the

wording of the questions were as simple as possible and would not cause any strain to

the respondents in understanding or interpreting of the questions# *lso the flows of the

questions have been "ept in a logical order as far as possible#

(he questionnaire includes open end as well as closed end questions with more

emphasis on the closed ended questions# (he primary aim or objective of including

the open


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P61+8 0++is collected through survey of customer at Pune# (he survey is done

with the help of questionnaires in which the questions were open ended and close

ended# *lso by observation in automobile some data is collected for the research#

S4/0+8 0++is through the website of the company and company records#

S+1,: S6

(he total sample si:e is 1@@ customers from Pune#

T:= 9 D++ C::46/

(he methodology for data collection used was survey method and the tools used for

survey were questionnaire and personal interview# Information was gathered by

interview with the customer in Pune cities through the questionnaires which are open

ended where they can answer the questions in their own words and close ended where

options are given to them to answer the questions#

S+6=64+: T:= U=0 F D++ A/+:8=6=

;tatistical tools to be used are tables, Pie 4harts, percentage column used#

R=+4* M*0:28$


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)esearch area Pune 4ity#

)esearch approach ;urvey ethod

)esearch instrument ?uestionnaire

;ample Plan Personal Interview

;ample unit Personal

;ample ;i:e 1@@ customers#

D++ =54+ =

S4, 9 * =508-

(he study covers the Personal using Innoberry products in Pune city#

.elpful in forecasting#

.elpful in "nowing wea" spot of product#

!etter understanding of problem area#

B


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CHAPTER-VII

5@


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DATA ANALYSIS

D12+,*64 P96:

1# *8/ JF )/;PJ%&/%(;

(able %o# 1$ *8/ JF )/;PJ%&/%(;

*ge Jbservation Percentage

ess than '6 '5 '5

'6

6


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0

5

10

15

20

25

30

35

40

LESS THAN 2525-35

35-45

45 and above

Axis Title

Axis Title

It is clear that'5H of respondents are of the age less than '6, '>H of respondents are

of age '6H of respondents are of age 6


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0

5

10

15

20

25

30

35

40

45

50

BUSINESS PROFESSIONAL PERSONAL OTHER

(he survey shows that 1@H of respondents are businessmen, 7H of respondents are

professionals, 57H of respondents are Personal, >H of respondents are from other

discipline#

# *E/)*8/ *%%A* I%4J/

(able %o# *verage *nnual Income of )espondents

Jption %o# of )espondents Percentage

Apto 1 a"h 15 15

1 to la""hs > > to 6 la"hs 55 55

6 la"hs and more 5 5

(otal 1@@ 1@@

5


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0

10

20

30

40

50

UP TO 1 LAKH

1 TO 3 LKHS

3 TO 5 LAKHS

5 LAKHS AN !ORE

UP TO 1 LAKH 1 TO 3 LKHS 3 TO 5 LAKHS 5 LAKHS AN !ORE

(he survey shows that 15H of respondents have income upto 1 la"hs, >H of

respondents have income between 1 to la"hs, 55H of respondents have income

between to 6 la"hs, 5H of respondents have income more than 6 la"hs#

5# /PJO//; 4JA%(

(able %o#5 /mployees count wor"ing for )espondents

Jption %o# of respondents Percentage

!elow 6 1> 1>

ore than 6 >' >'

(otal 1@@ 1@@

55


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1"#

"2#

Chart Title

BELO$ 5 !o%e &'an 5

From survey it is clear that >'H of respondents have /mployees count more than 6

while, 1>H of respondents have /mployees count less than 6, which are mostly

categori:ed as Individuals

6# .ow many 3/!;I(/ &evelopment companies do you "nowT

(able %o#6 Eisibility of companies


4reatives > >

/


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0

10

20

30

40

50

(0

Chart Title

)%ea&*ve+

E-,ae%+

Innobe%%

/e%&e

ALL OF THE ABO/E

From above graph we can conclude that, visibility of Innoberry product is 1@@H as it

is the local company for the place of survey#

7# &o you thin" Innoberry provide you good quality products with visualsT

(able %o#7 Product quality


Oes => =>

%o '' ''

(otal 1@@ 1@@

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22#

"#No e+

Jut of the 1@@ people interviewed => H feel Innoberry provide good product and remaining ''H feels products are not good #

=# 3hat are the good qualities and visuals in Innoberry2s ProductT

(able %o#= ?uality


4ontent > >

Eisuals 56 56

*vailability B B

*nimations 6 6

4osting

(otal 1@@ 1@@

5=


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3"

45

5

31

)on&en& /*+a+ Ava*ab**&

An*,a&*on+ )o+&*n6

(he survey shows that >H respondents feels that content of Innoberrys product are

good, 56H feels that Eisuals is good but only H feels that cost is good#

># *re you satisfied with the behavior of Innoberry2s staff and agentsT

(able %o# > !ehavior of staff and agents


/+tremely ;atisfied '5 '5

;atisfied 1' 1'

*verage '5 '5

&issatisfied 15 15

/+tremely &issatisfied '7 '7(otal 1@@ 1@@

5>


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0

5

10

15

20

25

30

30

12

24

14

2(

1 1

E&%e,e Sa&*+7ed Sa&*+7ed

Ave%a6e *++a&*+7ed

E&%e,e *++a&*+7ed

From the survey it is clear that @H are e+tremely satisfied with the products of

Innoberry, and more than 76H are satisfied with it# !ut around 6H are dissatisfied#

>. &o you thin" product and Eisuals quality is the strength of InnoberryT

(able %o# B Product and Eisuals quality evaluation


Oes 5= 5=

%o 6 6

(otal 1@@ 1@@

5B


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4#

53#

e+ No

Jut of 1@@ people interviewed, 5= H believe that Eisuals and product quality is the

strength of Innoberry#

1@# 3hat is the wea"est point of Innoberry T

(able %o#1@ 3ea"ness of Innoberry

Jption %o of respondents Percentage

Policies 17 17

ar"eting 9 *dvt ;trategies = =

4ost ;tructure 1 1

*ll of the *bove 1> 1>

%one of the *bove '> '>

(otal 1@@ 1@@

6@


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1(#

#

31#1"#

2"#

Chart Title

Po*8*e+ !a%e&*n6 and

adve%&*+*n6

+&%a&e6*e+

)o+& S&%8&%e A o9 &'e above

None o9 &'e above

Policies and 4ost ;tructure are the wea"est point of Innoberry as per the consumers#

1@# *re you satisfied with the overall products and system of InnoberryT

(able %o#11 Jverall satisfaction

Jption %o of respondents Percentage

Oes 5' 5'

%o 6> 6>(otal 1@@ 1@@

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0

20

40

(0

"0

100

120

NO

ES

5'H respondents satisfied with overall products and system of Innoberry but 6'H are

not satisfied#

6'


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C*+, VIII

F6/06/2=

6


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1# It is clear that'5H of respondents are of the age less than '6, '>H of respondents are

of age '6H of respondents are of age 6H of respondents are from other

discipline#

# (he survey shows that 15H of respondents have income upto 1 la"hs, >H of

respondents have income between 1 to la"hs, 55H of respondents have income

between to 6 la"hs, 5H of respondents have income more than 6 la"hs#

5# From survey it is clear that >'H of respondents have /mployees count more than 6

while, 1>H of respondents have /mployees count less than 6, which are mostly

categori:ed as Individuals

6# From above graph we can conclude that, visibility of Innoberry product is 1@@H as it

is the local company for the place of survey#

7# Jut of the 1@@ people interviewed => H feel Innoberry provide good product and remaining ''H feels products are not good #

=# (he survey shows that >H respondents feels that content of Innoberrys product are

good, 56H feels that Eisuals is good but only H feels that cost is good#

># From the survey it is clear that @H are e+tremely satisfied with the products of

Innoberry, and more than 76H are satisfied with it# !ut around 6H are dissatisfied#

>. Jut of 1@@ people interviewed, 5= H believe that Eisuals and product quality is the

strength of Innoberry#

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1@# Policies and 4ost ;tructure are the wea"est point of Innoberry as per the consumers#

11# 5'H respondents satisfied with overall products and system of Innoberry but 6'H are

not satisfied#

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C*+, I'

S522=6/= +/0 C/4:5=6/

67


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10 (hough Innoberry is small company which is from Pune, the awareness of products of

Innoberry is very good#

'0 (he respondents of this survey are measure Personal, so they "now the products of

Innoberry and other companies very well#

0 any customers are satisfied with the quality of Innoberry2s product and its Eisuals

style, but still many of them are feel it2s not strength of Innoberry#

50 ;taff behavior is good but not that much, but still they are happy with what they have#

60 Jther than that, respondent2s feels distribution channels li"e there data transfers

channels, web mailing system etc needs to improve as it can be strength of Innoberry#

70 Innoberry is good at mar"eting and its policies are also good#

=0 (hough it is so, only 5'H customers are satisfied with its products and services#

6=


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C*+, '

L616+6/=

6>


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(he limitations of the project are

Documents

Website - Customer Satisfaction