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PROJECT REPORTON CUSTOMER COMPLAINTS AND

CUSTOMER SATISFACTION EVALUATION

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About

NALCO

Was incorporated in 1981 as a public sector company under the ministry of mines.

largest integrated bauxite-alumina-Alumunium complex in Asia

Consistent track record in technology absorption ,quality assurance, capacity utiliza

Quality assurance, posting of profits

Corporate Office at Bhubaneswar and has four regional offices at Delhi, Mumbai, K

and Chennai.

Government of India (GoI) holds 87.15 per cent stake in the company

an alumina refinery at Damanjodi and a smelter at Angul in Orissa.

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Products

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Customers

ProducttypeZone

Ingot Sowingot

WireRod

Billet

East 22 3 13 5

West 34 15 12 5

North 12 3 18 6

South 17 1 8 7

Year Production (in ,000 MT)

07-08 360

08-09 361

09-10 431

10-11 434

12-13 1100

Production Pattern ByNalco

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SWOT ANALYSIS

STRENGTHhuge deposit of BauxiteLow energy consumptionHigh profitability leader

WEAKNESSScattered plant sitesUnderutilization of capacityPower problem

OPERTUNITYUS economyDecline in intrest rate inchinaGrowth in power sector

THREATSScarcity of powerExpansion project underriskHighly fluctuating price

trend of LME

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Objective of the study

To Study Customer Satisfaction Surveys conducted by NALCO

To Evaluate the effectiveness of customer satisfaction and suggestions for improve

To understand the complaint resolution done by NALCO

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Methodology Followed

the Convenient sampling method is used

Primary data is collected through questionnaire .

The sample size is confined to 15 customers who buy product through corporate

marketing department.

Secondary data are being collected from official manuals

Suggestions based on the findings

Concept Used

Customer Satisfaction Index

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Findings from CSI study done by NALCO

0.88

0.89

0.9

0.91

0.92

0.93

0.94

billet sow ingot wire rod ingot AVERAGE

0.931

0.918

0.901

0.912

0.91550.913

0.936

0.908

0.9220.91975

JUNEDEC

Avg CSI ocf product in JUNE VS DEC

In JUNE 2011 the CSR rating for Northzone the CSR for sow ingot is poor. Innorth zone the customers are not satisfied

with the payment terms and the deliverytime. 8

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0

10

20

30

40

50

60

70

>=0.9 >=0.8 >=0.7 >=0.6 >=0.5

62

49

5

1 1

66

59

1

JUNE

DEC

OVERALL CSI FOR JUNE VS DEC

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Customer Preference Of

Parameters

51

63

49

68

43

0 20 40 60 80

Merchandising options

Timeliness of delivery

Customer Service

Price

Quality

Column4

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Most of the customers are satisfied with NALCO and they have the desire to maintain

their business with NALCO

The customers are not satisfied with the complaint resolution done by Nalco

Company need to address to complaints regarding the packaging and quantity.

NALCO is the price leader in India in the domestic market.

NALCO is transparent in providing information to its clients .

FINDING

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Recommendations

NALCO can increase its customers satisfaction by organizing

An online customer complaint portal in the official website of NALCO

special first track complaint handling department including all the

functionalities.

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