Customer Satisfaction regarding pureit

in Hindustan Unilever Limited

Presented By:Ishtiyaq Ahmad

Roll No-94982238360

Summer Trainning Report

Hindustan Unilever Limited (HUL) is India's largest Fast Moving Consumer Goods Company, touching the lives of two out of three Indians with over 20 distinct categories in Home & Personal Care Products and Foods & Beverages. The company’s Turnover is Rs. 17 ,523 crores (for the financial year 2009 - 2010). 

HUL is a subsidiary of Unilever, one of the world’s leading suppliers of fast moving consumer goods with strong local roots in more than 100 countries across the globe with annual sales of about €40 billion in 2009 Unilever has about 52% shareholding in HUL.

Company Profile

To study the customer satisfaction regarding Pureit

To study the customer awareness about water purifiers.

Objectives

Research Methodology

Research design: descriptiveData collection: primary and secondarySampling technique: convenienceSampling unit: General customersSampling size: 100Smpling Area: Chandigarh, mohali and punchkola

Data Analysis and

Interpretation

Q.1: How do you rate our responsiveness in dealing with you?

20%

80%

ExcellentGoodSatisfactory

20%

70%

10%

ExcellentGoodSatisfactory

 Q.2: How do you rate our professionalism in dealing with you?

10%

80%

10%

ExcellentGoodSatisfactory

Q.3: If you received any technical support, how do you rate the technical competence of our engineer and response their time?

10%

70%

20%

ExcellentGoodSatisfactory

Q.4: How do you rate our products and services and did they meet your needs and expectations regarding quality and performance?

10%

50%

30%

10%

ExcellentGoodSatisfactoryPoor

Q.5: How do you rate our delivery on time performance and our commitment to meet your delivery expectations?

40%

50%

10%

ExcellentGoodSatisfactory

Q.6: How do you rate the competitiveness of our products and do they represent best value for total cost of lifetime ownership?

30%

60%

10%

ExcellentGoodSatisfactory

Q.7: How do you rate our approach to quality management to ensure customer satisfaction?

90%

10%

YesNo

Q.8: Does PUREIT remove pesticides impurities from drinking water?

70%

30%

Yes No

Q.9: Are you satisfied with the taste of water after purification?

80%

10% 10%

YesNoDon,t Know

Q.10: Are you satisfied with the price of PUREIT?

Excellent35%

Good50%

Satisfactory15%

Q.11: How do you rate PUREIT?

After data interpretation it can say that PUREIT is satisfying the customer.

In Professionalism PUREIT is good.  PUREIT fulfilling the expectations of

customers. 

Price of PUREIT is reasonable.

Findings

Water purifier ‘PUREIT’ a product of HUL has a good reputation in the market due to the customer’s positive approach towards the existing product. PUREIT rated well in mostly cases by the existing customers. In the first question 80% respondents feel that response of company in dealing with customers is good. In whole question major number of customers is rating good below than excellent regarding the PUREIT.

Simply it can say that customers are satisfied with the PUREIT a product of HUL. It can also say that PUREIT rated good but not excellent it means there are chances of improvement it can be use as opportunity to the HUL for improvement in PUREIT to increase the customer satisfaction.

CONCLUSION 

There are some limitations of the study that are given below:

The size of the research may not be substantial.  There was lack of time on the part of respondents.

As only two or three cities are surveyed or covered. It does not represent the overall view of Indian Market.

It is very much possible that some of the respondents may have given the incorrect information.

LIMITATIONS

Company should carefully handle the expectations and problems of the customers related to services.

Customer satisfaction can increase with the improvement in delivery system of the product.

About 30% customer were complaining about the taste of purified water it means if taste of water will not change after purification, it will increase customer satisfaction.

SUGGESTIONS