2. 1 Define Objectives and Goals 2 Determine Research Design 3
Design and Prepare Research Instrument 4 Sampling and Data
Collection 5 Analysis of the Data 6 Visualize and Communicate the
Results Steps of Research
3. To know customer perception on after sales services To
understand the overall satisfaction level of the customers To
analyze the impact of different parameters that affect the
customers Objectives and Goals
4. Research Method : Survey A field of applied statistics,
survey methodology studies the sampling of individual units from a
population and the associated survey data collection techniques and
methods for improving the number and accuracy of responses to
surveys. Research Instrument: Questionnaire A questionnaire is a
research instrument consisting of a series of questions and other
prompts for the purpose of gathering information from respondents.
Although they are often designed for statistical analysis of the
responses, this is not always the case. Research Design
5. Primary Data : Through Survey Secondary Data: Existing
Customers Email IDs Sampling Method : Random Sampling In
statistics, a simple random sample is a subset of individuals (a
sample) chosen from a larger set (a population). Each individual is
chosen randomly and entirely by chance, such that each individual
has the same probability of being chosen at any stage during the
sampling process. Sampling and Data Collection
6. Analysis Analysis has been done for every question with help
of Pie-Chart Interpretation Interpretation has been made in terms
of highest and lowest voted options Analysis and
Interpretation
7. Interpretation: Highest Option Voted : Very Convenient
Lowest Option Voted : Not at all Convenient How convenient is our
Company to use? Options No. of votes Percentage of vote Extremely
Convenient 8 18% Very Convenient 22 50% Moderately Convenient 10
23% Slightly Convenient 4 9% Not at all Convenient 0 0%
8. Interpretation: Highest Option Voted : Very Professional
Lowest Option Voted : Not at all Professional How Professional is
our Company ? Options No of Votes Percentage of Votes Extremely
Professional 8 18% Very Professional 24 55% Moderately Professional
8 18% Slightly Professional 4 9% Not at all Professional 0 0%
9. Interpretation: Highest Option Voted : Much Better Lowest
Option Voted : Much Worse Compared to our Competitors, our Product
Quality is Options No of Votes Percentage of Votes Much Better 17
39% Somewhat Better 12 27% About the same 13 30% Somewhat Worse 2
5% Much Worse 0 0%
10. Interpretation: Highest Option Voted : About same Lowest
Option Voted : Much Less Reasonable Compared to our Competitors,
our Prices are : Options No of Votes Percentage of Votes Much More
Reasonable 8 18% Somewhat More Reasonable 8 18% About same 22 50%
Somewhat Less Reasonable 6 14% Much Less Reasonable 0 0%
11. Interpretation: Highest Option Voted : Very Responsive
Lowest Option Voted : Not at all Responsive How Responsive is our
Company? Options No of Votes Percentage of Votes Extremely
Responsive 5 11% Very Responsive 25 57% Moderately Responsive 11
25% Slightly Responsive 2 5% Not at all Responsive 1 2%
12. Interpretation: Highest Option Voted : Very Responsive
Lowest Option Voted : Not at all Responsive How well do the Sales
Representatives at our company answer your questions/queries ?
Options No. of Votes Percentage of Votes Extremely Well 5 11% Very
Well 22 50% Moderately Well 14 32% Slightly Well 2 5% Not at all
Well 1 2%
13. Interpretation: Highest Option Voted : Moderately Satisfied
Lowest Option Voted : Extremely Dissatisfied Overall, how much are
you satisfied with the Engineering Team at the Site ? Options No of
Votes Percentage of Votes Extremely Satisfied 9 20% Moderately
Satisfied 20 45% Neither Satisfied nor Dissatisfied 10 23%
Moderately Dissatisfied 1 2% Extremely Dissatisfied 4 9%
14. Interpretation: Highest Option Voted : Very Responsive
Lowest Option Voted : Moderately/Extremely Dissatisfied Overall,
how much are you satisfied with the Employees at our Company ?
Options No. of Votes Percentage of Votes Extremely Satisfied 8 23%
Moderately Satisfied 20 57% Neither Satisfied nor Dissatisfied 5
14% Moderately Dissatisfied 1 3% Extremely Dissatisfied 1 3%
15. Interpretation: Highest Option Voted : Moderately satisfied
Lowest Option Voted : Extremely Dissatisfied Altogether, how much
are you satisfied with the payment process of the Company ? Options
No of Votes Percentage of Votes Extremely Satisfied 14 32%
Moderately Satisfied 22 50% Neither Satisfied nor Dissatisfied 6
14% Moderately Dissatisfied 2 5% Extremely Dissatisfied 0 0%
16. Interpretation: Highest Option Voted : Very Likely Lowest
Option Voted : Slightly Likely/Not at all Likely How likely are you
to recommend our Company to relatives/people you know ? Options No
of Votes Percentage of Votes Extremely Likely 13 30% Very Likely 19
43% Moderately Likely 6 14% Slightly Likely 3 7% Not at all Likely
3 7%
17. Following is the complied analysis of all the questions
asked. On a scale of highest to lowest voted options, we are able
to see where are highest options and lowest options lie on the
rating scale given Complied Analysis
18. Sr. No QUESTIONS ASKED SCALE OF RATING (1 Highest .. 5-
Lowest) 1 2 3 4 5 1 How convenient is our Company to use? Likely
Positive Neither Positive nor Negative Extremely Positive Slightly
Negative Very Negative 2 How Professional is our Company ? Likely
Positive Neither Positive nor Negative Extremely Positive Slightly
Negative Very Negative 3 Compared to our Competitors, our Product
Quality is : Extremely Positive Neither Positive nor Negative
Likely Positive Slightly Negative Very Negative 4 Compared to our
Competitors, our Prices are : Neither Positive nor Negative Likely
Positive Extremely Positive Slightly Negative Very Negative
19. 5 How Responsive is our Company? Neither Positive nor
Negative Likely Positive Extremely Positive Slightly Negative Very
Negative 6 How well do the Sales Representatives at our company
answer your questions/queries ? Likely Positive Neither Positive
nor Negative Extremely Positive Slightly Negative Very Negative 7
Overall, how much are you satisfied with the Engineering Team at
the Site ? Likely Positive Neither Positive nor Negative Extremely
Positive Very Negative Slightly Negative 8 Overall, how much are
you satisfied with the Employees at our Company ? Likely Positive
Extremely Positive Neither Positive nor Negative Slightly Negative
Very Negative 9 Altogether, how much are you satisfied with the
payment process of the Company ? Likely Positive Extremely Positive
Neither Positive nor Negative Slightly Negative Very Negative 10
How likely are you to recommend our Company to relatives/people you
know ? Likely Positive Extremely Positive Neither Positive nor
Negative Slightly Negative Very Negative
20. Most customers have ranked our product quality as best
compared to our competitors The customers have a moderate opinion
with respect to our prices as compared to our competitors and
responsiveness of our company The customers seemed to be
dissatisfied with the response of the Engineering Team in the
regard to after RESULTS