A “Project Report” onCustomer Satisfaction and MPM

COLLEGE MENTOR- COMPANY MENTOR-Prof. Deepak Sharma MS.DEEPTI KOHLI

"COMPANY INTRODUCTION“ Future GroupFuture Group is India’s leading business group that caters to the

entire Indian consumption space. Led by Mr. Kishore Biyani, the Future Group operates through six verticals: operates through six verticals: Retail, Capital, Brands, Space, Media and Logistics.

Apart from Pantaloon Retail, the group’s presence in the retail space is complemented by group companies, Indus League Clothing, which owns leading apparel brands like Indigo Nation, Scullers and Urban Yoga, and Galaxy Entertainment Limited that operates Bolwing Co, Sports Bar and Brew Bar and

Customer Satisfaction It is a measurement or indicator of the degree to which

customers or users of an organization’s products or services are pleased with those products or services.

Quality of service delivery expected by the customers. An internal drive to satisfy an unsatisfied need of customer. Providing good service in a pleasant manner and meeting

the customer's expectations;The measure of the degree to which a product or service

meets the customer's expectations;Comparison of expectations versus actual experience

Measuring Customer Satisfaction

Quality of product Pricing Offers and discountsStaff’s behaviorComplaints or problems Billing experienceSecurity’s behaviorStore’s ambience & cleanlinessOverall experience in store

“The gulf between satisfied customers and completely satisfied customers can swallow a business.”

M.P.M (Merchandise presentation manual)

MPM is the activity of promoting the sale of goods, especially by their presentation in retail outlets. This includes combining products, environments, and spaces into a stimulating and engaging display to encourage the sale of a product or service

Making it easier for the shopper to locate the desired category and merchandise.

Making it easier for the shopper to self-select.

MY LEARNING’S “Just try kro.”Cross promotion with one mobile shopCross promotion with T24 simPromoting schemes via Pamphlets on regular intervals.Coordination with other functions such as VM, IT, CSD

etc.Learning about various aspects of CSDProblem solving by personal meeting of aggrieved

customers at their doorsteps.

Second and third week (11 May- 25 May 2011) I was involved in the marketing event of Big Bazaar.

Future Group’s- “The Great Indian Shopping Festival”

  Concept: In order to encourage our customers to purchase more & reward them for their purchases, future group will be celebrating a shopping festival across all its stores from 16th April 2011 to 15th May 2011.

RED ROSE.How to tag the cloths.

MY STUDY PROFILE..In first week I have learn about ladies section and there

apparels.

Second and third week I worked on FGSF.

From Fourth week I had started paging at CSD till last week.

In fifth and sixth week I devoted my four to five hours for the sales.

Other Activities…

DELIGHTED WINNERS

AnalysisSources of data-Primary data Research Design-Exploratory ResearchSample Area- Big bazaar (civil lines).Sample size- 105Sampling-Convenient

Questionnaire.. How do you rate Big Bazaar Prices?  Outstanding Good Satisfactory Average Poor   How do you rate quality & variety of product?  Outstanding Good Satisfactory Average Poor   How do you rate our offers & discounts?

Outstanding Good Satisfactory Average Poor   How do you rate staff’s behavior?

Outstanding Good Satisfactory Average Poor   How do you rate store’s ambience & cleanliness?  Outstanding Good Satisfactory Average Poor

How do you rate our customer service desk & in-store announcements?

Outstanding Good Satisfactory Average Poor How was your billing experience?

Outstanding Good Satisfactory Average Poor How do you rate security’s behavior?

Outstanding Good Satisfactory Average Poor

How was your overall experience in store?

Outstanding Good Satisfactory Average Poor

Would you like to provide any suggestions - _______________________________________________________________

_

How do you rate Big Bazaar Prices?

Big Bazaar Prices

11%

40%36%

9% 4% OutstandingGoodSatisfactoryAveragePoor

How do you rate quality & variety of product? Quality & Variety of Product

8%

59%

21%

8% 4% OutstandingGoodSatisfactoryAveragePoor

How do you rate our offers & discounts?Offers & Discounts

10%

47%24%

14%5%

OutstandingGoodSatisfactoryAveragePoor

How do you rate staff’s behavior?

Staff’s behavior

7%

58%14%

18% 3% OutstandingGoodSatisfactoryAveragePoor

How do you rate store’s ambience & cleanliness? Store’s Ambience & Cleanliness?

24%

59%

9% 6% 2%OutstandingGoodSatisfactoryAveragePoor

How do you rate our customer service desk & in-store announcements?

Customer service desk & In-store announcements

23%

39%

14%

19%5%

OutstandingGoodSatisfactoryAveragePoor

How was your billing experience?

Billing Experience

9%

40%35%

12% 4% OutstandingGoodSatisfactoryAveragePoor

How do you rate security’s behavior?Security’s Behavior?

4%

41%

22%

17%

16% OutstandingGoodSatisfactoryAveragePoor

How was your overall experience in store?Overall Experience in Store

18%

43%21%

14% 4% OutstandingGoodSatisfactoryAveragePoor

SUGGESTIONS

Entry gate guards should get more training on behaviour.Increase the range of other company product, especially in apparels and

food items.Do not put rotten vegetables and fruits.There should be some refreshment inside the store.Increase the sound of announcements more than songs so that one can

hear clearly the offers.Make some arrangements at any new schemes or offers such as queue

system so that the crowed can be controlled.Increase footwear variety.Big Bazaar should appoint better staff. 

RECOMMENDATIONSDelivery & baggage counter should be outside the store.There should be a carpet on the floor of the gift section so that the

probability of breaking of fragile items may decrease.There should be no security hassles before entering the store.Home delivery should provide with area limitations.Show only trial itemsThere should be a delivery desk so that Customer receives the goods

from delivery desk and does not have to carry the same.Don’t seal the poly bags as it can be reusedThere should be a customer care number to solve any problems faced

by customers.Allow the carrying of water bottles in the store. 

NAMAST E