SUMMER TRAINING PROJECT REPORT(MBA-035)ONCUSTOMER SATISFACTION OF WATER Purifiers SYSTEMEUREKA FORBES LIMITEDSubmitted in Partial fulfilment ofMaster of Business Administration (MBA) Program:2011-13UTTAR PRADESH TECHNICALUNIVERSITY, LUCKNOWSUBMITTED TO SUBMITTED BYProf.( Dr.) D.N. Kakkar Dhananjay PrasadSinghHOD MBA 3rd SemMBA Department Roll No. 1105270016IET, Lucknow1INSTITUTE OF ENGINEERING ANDTECHNOLOGY, LUCKNOWACKNOWELEDGEMENTAny fruitful work is incomplete without a word of thanks to those involved directly orindirectly in its completion. With my sincere gratitude I would like to thanks everyonewho has supported me in my project.I am extremely grateful to Head of Department Prof. (Dr.) D.N.Kakkar Sir andmy Project Guide Mr. Ram Singh faculty of MBA DEPARTMENT, I.E.T LUCKNOWwho insight encouraged me to go beyond the scope of the project and this broadened melearning on this project.At the very outset I would express my sincere thanks and deep sense of gratitude topersonnel who helped me during the collection of data and gave me rare and valuableguidance for the preparation of this report.I take this opportunity to express my deep sense of gratitude and appreciation to myproject guide MR. SUDIP CHAKRABORTY (Divisional Head of Eureka Forbes). Forgiving me the opportunity to do the project work under this prestigious company, and

guiding me for assistance, motivation, valuable advice, worthwhile discussion, technicalideas, and important suggestions throughout the project.P a g e | 2

DECLARATIONI hereby declare that the project report entitled “customer satisfaction of waterpurifiers system” for Eureka Forbes in partial fulfilment of requirements for the degreeof masters of business administration to Institute of Engineering and Technology,Lucknow is my original work and not submitted for the award of any other degree,diploma, fellowship or any other similar title or prizes.Dhananjay Prasad Singh(1105270016)LUCKNOWP a g e | 3

Executive SummaryIt is obvious that to remain competitive the corporate marketing strategy must aim tocreate and retain a satisfied customer. This is possible only when the firm adds value to thecustomer should perceive this customer. The customer should perceive this value to bedistinctively more than the firm’s rivals. When this happens, the firm gets a premium onits product on emerges as a market leader.This is true for all the products. Even though it is more visible in industrial products, in theform of customer training, updating technology, at a low cost for the customer, on siteservicing to ensure zero down time in the customer manufacturing facilities etc inconsumer goods too, value in perceived when the product service the needs for which it isbrought.I am trying to the study the Customer Satisfaction of Water Purifiers of Eureka Forbesin the project. I hope my study will help Eureka Forbes.P a g e | 4

INSTITUTE OF ENGINEERING & TECHNOLOGYSITAPUR ROAD, LUCKNOW-21

(A Constituent College of G.B.T.U.)This is certified that Mr. Dhananjay Prasad Singh Roll No. 1105270016 of MBA IIIrd(2011-13) sem. has completed his “Summer Training Project Report” on “CustomerSatisfaction of Water Purifiers System” requirement for the award of the degree of Masterof Business Administration (MBA).Date: 18-11-2012Prof.(Dr.) D.N. KakkarHead,M.B.A. DepartmentI.E.T., LucknowP a g e | 5

CONTENTSDescription Page No.Prefatory itemsAcknowledgement 1Declaration 2Executive Summary 3Institute Certificate 4Company certificate 5Table of Content 6INTRODUCTION TO MARKET RESEARCH 7-9SURVICE QUALITY 10-16CONSUMER BEHAVIOUR 17-18MARKETING STRATEGIES ANALYSIS 18COMPANY PROFILE 19-69RESEARCH METHODOLOGY 77-79DATA INTERPRETATION 80-85CONCLUSION 86SUGGESTIONS 87FINDING & RECOMANDATIONLIMITATION 88BIBLOGRAPHY 89P a g e | 6P a g e | 7P a g e | 8

INTRODUCTIONMARKET RESARCH

INTRODUCTIONUsually it is said that if marketing would be a train, than market research would bethe locomotive. In other words, market research should ideally be the starting point on anymarketing exercise. Conducting any marketing exercise- is it related to pricing, promotionor distribution of a product or service. Without researching the potential market is assensible as setting out sell sand in the Sahara Desert.Market research provides the answers to all the questions that generally occupy the mindsof marketers, at every stage of the marketing process.Growth Trends in Market ResearchIndia, fastest growing market research industry in the world, with growth rates at around 31 %(2009-10). China is a distant second growing at20%. The size of the industry if of 595 crore,but the industry is growing rapidly with a lot of business coming from overseas. The businesscoming from overseas from overseas involves lot of outsourcing as cost advantages areenormous; the processing of data is almost 50% cheaper in India than in developed countries.The outsourcing business amounts to almost for the 8% industry and this figure is doubling invalue every year.KEY PLAYERS IN MARKET RESEARCH Dun Bradstreet Information Resources Incorporation NPD Group Information A.C Nielson India Pvt. Ltd. Martiz Research NFO Research Incorporation ICMR ( India Council of Market Research)`P a g e | 9 IMRB ( India Market Research Bureau)SCOPE OF MARKET RESEARCHMany people think that market research is just a consumer survey, askingconsumer about certain product or services. Though consumer research is anintegral part of marketing research, the latter’s quite a pervasive activity,

conveying the various types of marketing problems that confront themarketing manager. There are various discussion confined to the marketresearch which are as follows-Product ResearchSales ResearchCustomer ResearchPricing ResearchAdvertising ResearchP a g e | 10Service QualityService quality is not easy to measure in a precise manner.The nature andcharacteristics of services can have an impact on quality issues: There are many definitionsof Service quality.The customer’s overall judgment of service quality can be an evaluation of both theprocess and the outcome, compared with the customer’s own expectations and desiredbenefits. This leads to an important idea in assessing quality from a services marketingperspective: perceived service quality.Perceived service quality represents the customer’s judgment of an organization’sservice based on their overall experience of the service. Understanding how customersarrive at this judgment - that is to say, how they decide whether or not they are satisfiedwith Eureka Forbes service - is very important for services quality management.Determinate of Service Quality1. Reliability: The ability to perform the promised service dependably and accurately.2. Responsiveness: The willingness to help customer and to provide prompt service.3. Assurance: The knowledge and courtesy of employees and their ability to conveytrust and confidence.4. Empathy: The provision of caring, individualized attention to customers.5. Tangibles: The appearance of physical facilities, equipment, personnel, andcommunication material.P a g e | 11

Service Quality ModelConsumerMarketerVarious studies have shown that well managed servicecompanies share the following common practices a strategic concept, a history of topmanagement commitment to quality, high standards, self-service technologies, systems,for monitoring service performence and customer complaints, and an emphasis oncustomer satisfaction.New Service DevelopmentThose products that are designed and introduce via the step in a structured planningframework have a greater likelihood of ultimate success than those not developed within aframework, the fact that services are intangible makes it even more imperative for a newservice development system to have four basic characteristic1. It must be objective, not subjective.P a g e | 12Word ofMouthCommunicaPersonalneedsPerceivedserviceExpectedServicePastexperienceService delivery(including pre- andpost-contacts)ExternalCommunication toconsumerService QualityspecificationsManagementperceptions ofconsumer2. It must be precise, not vague.3. It must be fact driven, not opinion driven.

4. It must be methodological, not philosophical.Customer FocusQuality begins with customer and also ends with them. Day’s when organization andcustomers were treated as two different entities. The marketplace has become verycompetitive, and it is no longer possible to run a business without strong focus on thecustomer. Show this relationship.Identification of Customer GroupA customer is “one who purchases a product or service”. There are two types ofcustomers internal and external.An external customer exists outside the organization and buys its product andservices. Employees in the organization must know how their jobs enhance the totalP a g e | 13

CustomerEurekaForbes Ltd.Eureka Forbes Ltd.Customersatisfaction of the external customer. An internal customer is important as externalcustomer.External customers are people who ultimately consume the final product like the commonpeople. Internal customers include each employee working in the organization.Customer Perception of QualityOne of the basic concepts of the service quality is continuous process improvement.The concept implies that there is no acceptable quality level because the customer’s needs,values and expectation are constantly changing and becoming more dependent. These are:PerformanceFeatureServiceWarrantyPriceReputation

Customer FeedbackIs not a one time effort. It is an ongoing and active prbing of customer. Feedback enablesthe organization to:1) Discover customer dissatisfaction2) Discover the relative priorities of quality3) Compare its performance with competition4) Identify customer needs.5) Determine opportunities for improvement.P a g e | 14Comment CardsA low cost method of obtaining customer feedback involves a comment card, isattached to the warranty card and include with the time of purchase. The intent of the cardis to get simple information such as name, address, age, occupation and the factorsSurveyThis tool is in the form of a questionnaire where the customer is asked to furnish answerrelating to the quality of product and services. To make survey more useful must beremember the following:1. Customer are not the same2. Survey raise the customer expectation3. The more specific the question4. Before the data is collected, you know how you want to analysis and use it.Focus GroupsA focus groups is a research method use to find out what the customer are reallythinking. A group of customer is assembled in ameeting room to answer a series ofquestion. The moderator, understands clearly the type of information that must be elicitedand a plain to obtain it. Meetings are designed tofocus on the current, proposed and futureproduct and services.Toll Free Telephone NumberToll Free service Phone number 3988 3333 are an effective technique forreceiving complaints. Organisations can respond faster to the complaint withoutincurring a lot of expenses. Such a number does not, however, reach those whodecide not to buy the product or thosee who discover some likeable features in a

P a g e | 15competitor’s product. Toll free number are used by, at least, 50 percent oforganisation with sales of at least $10 million.Customer VisitsVisit to a customer’s place of business provides another way of gatheringinformation. An organization can pro-actively monitor the performance of its productwhile it is in use. It can, thereby identify any specific problems. Senior managers should beinvolved in these visits and not delegate them to someone else. However it is a good ideato take along operating personnel so that they can see first and how the product isperforming.Report CardAnother very effective tool is the report card. It is usually sent to each customer on aquality basis. Data is analyzed to determine areas for improvement.QCC Operation modelP a g e | 16Reviewandfollow upProblemIdentification ProblemSelectionProblemAnalysisGenerateAlternativeSolutionImplementationPresentsolution tomanagementPrepareplan ofactionSelect bestsolution1. Problem Identification.2. Problem Selection.3. Problem Analysis.4. Generate Alternative Solution.5. Select Best Solution.

6. Prepare Plan of action.7. Present Solution of Management.8. Implementation.9. Review and follo- up.CONSUMER BEHAVIOURIn today’s challenging and competitive world of fast changing technology,consumer tastes are also characterized by fast changes. So to survive in the market thefirms have to be in touch with the changing consumer preferences. Marketers have tounderstand consumer behaviour and factors influencing in the buying behaviour of thecustomers in order to be successful in this dynamic and competitive environment.Meaning of consumer behaviour :Consumer behaviour is the behaviour that the consumer display while searchingfor, evaluating, purchasing and disposing of products and services that they expect will satisfytheir needs. Consumer behaviours are the study of how consumer makes their decisions tospend their resources on consumption related items i.e. time, efforts and money. Study ofconsumer behaviour proves the marketers an insight regarding the consumer preferences andhelps them in effective market segmentation and targeting. The importance of consumerbehaviour lies in the fact that behaviour can be understood and influenced to ensure a positivepurchase decision. So around understanding of consumer behaviour is necessary for long runsuccess of any marketing program. That’s why the marketing manager’s interest lies exactly inunderstanding consumer behaviour to ensure that his marketing strategy results in purchase ofproduct.P a g e | 17DETERMINANTS OF CONSUMER BEHAVIOURThe study of consumer behaviour is quite complex, because of many variables involvedand their tendency to interest with and influences each other. The main determinants ofconsumer behaviour are:1. External Variables2. Individual determinants of Consumer Behaviour

1. External Variables : The external environment is made up of various influencessuch as:CultureSub cultureSocial classFamilyReference groupsPersonal factors such as age and life cycle, education, occupation, life style,personality, etc.These all are major determinants of consumer behaviour.2. Individual Determinants of Consumer Behaviour: The individual determinantsof consumer behaviour are:Personality and Self ConceptMotivation and involvementLearningMemoryAttitudeP a g e | 18Marketing Strategies AnalysisEUREKA FORBES is now looking to strengthen its position through a slew ofnew launches. According to Mr. S.k. palekar, senior vice-president, marketing, EurekaForbes Ltd“although Eureka Forbes is the market leader in both the categories (with amarket share of over 80 percent in both the air purifier and vacuum cleaner segment), thecompany’s new products will be targeted at different segments of people”.For instance, the new aqua guard nova priced at Rs. 7600 will be targeted at peoplewho have already had an aqua guard in their house for more than a year (that isapproximately a million people). The product has electronic features such as an indicatorwhich will indicate when it is time to get the servicing done. Other launches on the anvilinclude a softener model (for area which get hard water), an arsenice removal model, aniron removal model, a fluoride removing model (for up and Gujarat) and aqua power,which can run without electricity. A similar strategy is being put in place for vacuumcleaner as well. However the company will not be venturing into new product segments.

Currently it has products in water and air purifier, vacuum cleaner and security systemsegment. Says Mr. palekar, “we would like to focus on the segment we are present in anstrengthen our position their”.For the communication strategy, the company is working on an online model throughwhich it will be able to interact with customers on the internet.P a g e | 19COMPANY PROFILEThe OrganizationCompany’s VisionCompany’s MissionCompany’s ValuesSymbol Of QualityEuro SmileUnmatched CertificationBoard Of Directors Company’s ProductsStrategic DirectionEuro Helpline Environment People Eureka Forbes-RelationshipP a g e | 20 Eureka Family Aqua check New avenuesCompany’s DreamsFuture PlanPress centre

Company AnalysisEUREKA FORBES LIMITED —The OrganizationEureka Forbes is Rs billion multi- product multi- Channel Corporation which is apart of the Shapoorji-Palings Group which was set up in 1982, to market health andhygiene products to Indian consumers. It has evolved as a leader in domestic and industrialwater purification system, vacuum cleaners, air purifiers and security solution.Eureka Forbes were the first to introduce domestic Water Purification System

(1984)- the “ Aqua guard ” model-as well as it revolutionized the Indian market byintroducing products like Home Cleaning System (1982), and Air Purification System(1994). In order to introduce these previously unknown products too societal in whichnationwide commercial campaign were impossibility, the company had to pioneer anotherinnovation- directing sealing. The crops of suit- clad Eureka Forbes salesman were the firstsuch in the country and were tremendous success. They are now- Asia’s largest directselling organization with a 5000 strong direct sales force touching 1.25 million Indianhomes and adding 1,500 customers daily. Such was the success of Eureka Forbes thatP a g e | 21“Aquaguard” has now become a synonym for water purifier in India, like “Xerox” forphotocopying“The promise was clear: To create a company that wouldn’t be about bricks, mortaror sales graphs, but driven by something for more potent. Something that wouldstand would stand the test of time: relationships”DIRECT MARKETINGEureka Forbes followed the globally “tried and tested direct selling route formarketing its products in India, thus becoming one of the first direct selling companies inIndia. Vacuum cleaners for water purifiers were rather new concepts for India consumer,who had till then followed only the traditional methods of cleaning and filtering.Therefore, Eureka Forbes had to first establish the concept of vacuum cleaners and waterpurifiers in India before it could sell ‘Eureka’ is a brand. The company believed that itscore strength was its people. It employed dynamic, highly motivated individuals, called‘Euro champs’ who projected the image of the friendly man from Eureka Forbes. Thus, forthe average Indian consumer, Eureka Forbes become synonymous with the smartly dressedsalesman who come to their houses and cleaned up things in a jiffy or showed how

air/water purifier were indispensable. Euro champs initially targeted the metros but soonbegan visiting smaller cities and towns also commenting on the decision to diversity intobottled water company sources said that it was only to strong then the core products bycapitalizing on their brand image. Goklaney said “In the water category, I will conductactivities which strengthen my core products. How I do that and what I do is a matter ofstrategy”. According to company sources, Eureka Forbes not only had the financialstrength, but also a strong network to sales executives to push its new products into themarket. The company’s decision to enter the retail business was primarily the result of itslaunch of ‘Tronada’ vacuum cleaners and ‘Aquaflo’ water purifier in 1995. Eureka Forbeshad utilized the retail route for this range, mainly to cater to the industrial segment. OverP a g e | 22the years, the retail business assumed greater significance and by 1999, around 5% of thecompany’s sales came from the 2500- strong dealer network in1999. Eureka Forbes ltd.The leading vacuum cleaner and water/air purifier equipment company announced a majorpolicy change that came as a surprise to the Indian corporate world. The company,regarded as the pioneer of direct marketing in India, was planning to focus more on theretailing business in the future. Commenting on this decision, & Goklaney, MarketingDirector, Eureka Forbes, Said “Direct sales permits us to exploit only the top end of themarket.” This move was in accordance with the company’s plans to increase the validity ofits products. The company planned to make its products available in retail outlets throughits dealer network, spread across 2,600 dealers.Eureka Forbes – “Friend for Life”Customers have always been the Centre of business for ELF; they strive to be inclose and constant touch with having also taken initiative to educate their customers to

change their perceptions and practices. According to the ELF officials “A sale is only thebeginning of the relationship “, however company makes specials efforts to let the bondsof friendship endure through there service. Everyone at EFL strive hard to make acustomer there ‘Friend for life’. Eureka Forbes have rechristened there offices to CRS(Customer Response Centre making them the hub of all customer centric efforts. Asignificant part of their revenues comes from relationship marketing including servicecontracts, spares and accessories sales, products up gradation and new references. As morechannels to reach out to customers were introduced, organization was restructured toharmonize these multiple avenues of interaction and present a single face to the customeris every one’s customer under this process of ‘convergence’A 5 billion multi-product, multi-channel corporation.P a g e | 23Operating in over 92 cities, with over 6000 employees.Pioneers & leaders in water purification systems, vacuum cleaners & airpurifiers.Pioneers in direct selling - Asia's largest direct selling organization - 5,000strong direct sales force touches 1.25 million Indian homes, adding 1,500customers daily.Customer family now numbers over 5 million - enduring relationships as'Friends for Life'.Expanded channels that reach out to customers to includeo 3,800 strong dealer sales network;o 58 distributor strong institutional sales network;o A security systems division;A strong service network backs up sales efforts - 3,200 company-trainedtechnicians make 10,000 kitchen visits daily, supported by call centres,customer care representatives & mobile service vans.The customer has always been at the centre of our businessP a g e | 24

VISIONP a g e | 25

MISSIONP a g e | 26

VALUESP a g e | 27

P a g e | 28P a g e | 29 Service at your doorstep India’s largest after-sales service network - over 650 Service Centres 3,000 trained technicians make 10,000 calls a day Single number access - 24 hours in 8 major cities - 3988 33 33 Only genuine spare parts Free routine check-ups and free service camps Annual Maintenance Contracts - the largest in the country Mobile service vansA special service by Eureka Forbes to provide all the information about Eureka Forbesproducts and services at one single number - available 24 hrs.*365days.The Euro Help Line provides the following:Gives complete information about products and servicesLocations of Customer Response Centre or Sales offices, timings, contact persons,etc.Solutions to simple problems on the spotA single point solution to customer queries or callsInformation on status of complaints and requirementsP a g e | 30Factories ISO 14000 and 9000 certifiedTested and certified by over 100 laboratories in India, US, UK and South Africa.Certifications include those from the highly reputed Bureau of Indian Standards (BIS),University of Minnesota; University of Pretoria, South Africa; Water Quality Certificate -USA; WQC - Thames Water Centre - USA; University of Sunderland - England.ISI (Indian Standards Institute) certificationIMA (Indian Medical Association endorsement)Incorporates prestigious International Water Quality Association (WQA) certified carbonblock that removes pesticides CE certification for the unmatched safety of productsP a g e | 31BOARD OF DIRECTORSMr. Shapoor. P. MistryMr. K.C. MehraMr. S.L. GoklaneyMr. D.E UdwadiaMr. J.C ChopraMr. N.D KhurodyMr. C.G ShahMr. Ashok Bharat

P a g e | 32P a g e | 33EUREKA FORBS INSTITUTE OF ENVIRONMENTIt is a young and unique institute that was started in the year 2000.To gain quick visibility it was launch through TV. The main agenda behind starting thisinstitute was to give knowledge about the various benefits that exceeds cost on the issuerelated to “pollution watch”.As every journey has its destination, the ultimate destination of eureka Forbes institute ofenvironments to be an institution that has a life of its own, its own vision, mission andphilosophy: its own set of committed core team workers and donor friends.By own face and recognition; it means to gain medias and public credibility by aligning itsactivities mainly to its cause, distance itself from commercial work and other relatedcauses and to build a strong track record of social contribution and activities related tosuch cause alignment.The institute has built a strong mission, which says; to promote an awareness of thebenefits of conserving and maintaining the quality of our natural water and air resources.P a g e | 34Eureka forbs Business PoliciesThe customer is the sole focus of our business. We constantly endeavour towards customer satisfaction by delivering products andservices of the best value and quality. We strive to honour our commitments, implied, to both, our internal and externalcustomer. We stress on integrity, transparency and consistency in all our dealings. We always strive to have a trusting, mutually beneficial and long-lastingrelationship with our business associates. We seek to maintain a warm, positive and friendly work. We empower people at appropriate level to achieve their goal. We recognize and reward merit and performance. We strive to make the organization a responsible corporate citizen.P a g e | 35PRODUCT CATEGORIES OF EFLEureka Forbes Limited has been the pioneer in the field of Water Purifications Systems,Home Cleaning Systems and Air Purification systems in India.

Eureka Forbes Ltd. revolutionized the Indian market by introducing products like HomeCleaning System (1982), Water Purification System (1984) and Air Purification System(1994).The following are the basic products of Eureka Forbes Ltd., which has always promised toprovide safe and healthy living.1. Water Purification System.2. Air Purification System.3. Home Cleaning System (Vacuum Cleaners)4. Home Security System.5. Industrial Solutions (Industrial Water Purifiers)P a g e | 36Water Purification System Specialists in 5 water technologies Over 20 products available and million units sold Addressing 17 diverse water conditions World's largest manufacturer of Ultra Violet based water purification systems Over 71 million litres of Aquaguard water is consumed daily.P a g e | 37Home Cleaning System (Vacuum Cleaners) Dusting, sweeping & swabbing does not get rid of fine dust Floats in the air & settles on pillows, mattresses, furniture, durries & even soft toys Dust mites cause allergies like fatigue, runny noses, itches and even severe asthma Ordinary cleaning does not get rid of dust mites - only powerful, thorough cleaningwith a vacuum cleaner can Infinitely superior than conventional cleaning methods and easy-to-use.P a g e | 38Air Purification System Indoor air more polluted than the air outside Causes maladies like allergies headaches, nausea, physical aches Asthma andallergy sufferers worst affected Pollutants include cigarette smoke, dust, pollen, fibres, soot, airborne fungal &bacterial particles, indoor allergy stimuli odoursP a g e | 39HOME SECURITY SOLUTIONSEuro vigil from Eureka Forbes provides complete safety for your loved ones & business.

Solutions customized for homes, institutions & corporate, each solution from Euro vigil is tailormadefor unique requirementAn array of products - intrusion detection, access control, surveillance & fire detection, the Eurovigil solutions are state-of-the-art security solutions providing you total safety.The strategic tie-ups with world's leading companies in security solutions like Notified,Honeywell, Bosch and many others make the Euro vigil systems the ideal solution for yourhomes and business.P a g e | 40INDUSTRIAL SOLUTION (Industrial Water Purifier) Comprehensive cleaning & water purification solutions Contract cleaning service that effectively combines our products and cleaningchemicals Numerous prestigious, satisfied customers including some of the country’s premiercorporations.P a g e | 41WATER PURIFICATION SYSTEMProducts Features Unique E-Boiling + 2-in-1 compact cartridges. EMS. Decalcified. Auto Shut off. Voltage Stabilizer.P a g e | 42AGCompactAG-Classic EMS. Decalcifies. Auto-shut off. Voltage Stabilizer. MCS. IQA & EMS. Auto Shut-off. Smart flow. Melodious Tunes. Auto Flush. Decalcifier. Convenient Water Tray. Dual Fitting Options

Unique E-Boiling +P a g e | 43AG-Ultra No Electricity required. Advanced Ultra filtrations System. Ideal for TDS levels; up to 500mg/ltr. Works with loft tank. High storage capacity.AG-Reviva The unique Reverse OsmosisPurification. 6-stage purification. 8-liter capacity. Reduce hardness, TDS, Heavy MetalContaminants. Automatic storage tank levelcontroller. Pressure regulating valve. Auto Pump Shut-off.P a g e | 44 Special in-built pressure pump Unique E-Boiling + EMS Decalcify. Auto Shut-off. Voltage Stabilizer. Elegant on-line water filter-cumpurifier. Can be placed conveniently on thecounter or mounted on the wall. 3 stage purification system. Special dual filter cartridge whichremoves suspended impurities, odors,bacteria and viruses. World proven UV technologydestroys pathogenic bacteria andviruses.P a g e | 45VACUUM CLEANING SYSTEMProducts FeaturesFuturoTurbo Nozzle with 1300W ofDeep Cleaning+.Eliminates microscopic dustmites.Designed according tointernational standards.

Rotary Vario Power, to cleandelicate electronic gadgets.Dust Bag "full" indicator.An on-board storage space tostore accessories.Controls on the handle makecleaning more easily.P a g e | 46EuroClean AceMite Buster:100% protection againstdreaded dust mitesMite Guard:Superior 5 stage air filtrationprocessThe widest array of accessoriesfor all cleaning needsStoring the Euro clean lot moreeasier - automatic cord winderSave on electricity - Variablepower optionDurable - Mild steel body with ascratch resistant coveringBacked by nation - wide serviceTwo-year warranty.T-CompactaCompactPowerful and efficient suction -1200 watt motor power4-stage filtrationUnique in-built accessory trayfacilityDust bag 'full' indicatorAutomatic cord winderLarge wheels for easy movementP a g e | 47balanceSturdy handle for comfortablegripPowerful suction - 2000 mmwater columnAuto cord winderDust bag full indicatorUltimaUnique 3-in-1 Homewash system

WashesVacuumsSteam SanitizesKeep allergies at bayThorough cleaningP a g e | 48WDThorough wet & dry cleaningMite Extractor: 1000 watts ofdeep cleaningMite Guard: Superior airfiltration processRange of accessories forsuperior wet & dry cleaningStoring the Euro clean lot moreeasier - automatic cord winderSave on electricity - 2 poweroptionInternational styling - lightweight and sturdy ABS plasticbodyBacked by nation - wide serviceOne year warrantyBulletMite Extractor: 1300 watts of deepCleaningMite Watch: lets youknow when the dust bag is fullMite Buster: 100%protection against dreaded dustmitesMite Guard: Superior 5stage air filtration processP a g e | 49The widest array ofaccessories for all cleaning needsStoring the Euroclean lotmore easier - automatic cordwinderSave on electricity-Variable power optionP a g e | 50P a g e | 51P a g e | 52EuroairTwo optional filters to suit

Users’ choice.Electrostatic filter.Three fan speeds.4 stage purification system.GeniusSmart Sensors (SS) gauge theLevel and kind of pollution in your room beforepurifying it.UV Lamp that effectively killsBacteria and germs present inthe air.International looks.A micro controller–based logiccircuit that controls its operation.Higher air flow and more stages offiltration for faster and bettercleaning rate.Bigger filter area, hence longerfilter life.Rugged induction motor.Both tabletop and wall-mountable.INDUSTRIAL WATER PURIFICATION SYSTEMP a g e | 53P a g e | 54Products FeaturesPureguard5-stage online water purificationRound-the-clock safe drinking waterBubble-top attachment optionCold waterHot waterNormal waterCommercialRetains natural quality of waterEffective 3-stage purification processInternational technologySpecial power-saving featureHigh volume. Low costBuilt-in voltage stabilizerBuilt-in safety mechanismUser-friendly featuresSleek design and tough bodyWater control sensorUnique flow of waterEfficient after sales service at yourdoorstep

Cooler-PurifierNaturally wholesome water.Advanced 3-stage purification process.Last point purification.International Technology.Aqua guard’s 2 money-saving features.Instant cooling.Choice of room temperature water.HOME SECURITY SOLUTIONP a g e | 55P a g e | 56PRODUCT F E A T U R E SS P RWater resistant, high security, high durabilityand low identification error rate.Can be mounted directly on metalWithout affecting its reading PerformanceSYRIS proximity reader is able to Interfacewith all existing access Systems by WiegandTM

formats, RS485 formats etc.SY200NT2Max 6000 card holdersControl up to 4 doors within/out readerSmall and compact in sizeSMD technologyStandalone system with groupanti pass backMultiple group anti-pass backfunction with PCProgrammable for differentaccess level withinSH-4 PRStandard size Proximity Reader.Operates indoors or outdoors.Beige colorIntrusion Alarm System & Different DetectorsP a g e | 57*Save your kitchen, warehouse, hotel rooms, and valuable properties from gas leak, shortcircuit, fire and excessive heat. *Responses within seconds. LPG Leak Detector /SmokeDetector/Fire Detector /Glass BreakDetector / Magnetic Door Contact / Motion Detector Etc.*Facility of Central Monitoring System (CMS) exclusively provides by Eureka Forbes in

India. It monitors 24X7 and informs police, fire brigade, and ambulance if needed. If youare out of station, it keeps your property safe.*Totally wireless. * Control Panel / detectors /Hooters …..P a g e | 58Closed Circuit Camera and TVP a g e | 59 Through this technically advanced system you can monitor, supervise, control andsecure all of your hotels and other organizations 24X7. With the help of Global Static Internet Protocol (GPIS) system, you can monitoreach and every moment of all the hotels and other organizations at a time from asingle place.P a g e | 60 This system is fully vandal proof and can perform in very low light or no-lightsituation. Inbuilt hard disk (up to 2000GB) keeps record of day to day activities.Security Access Control SystemP a g e | 61*Protect trespassing. Finger Print Reader*Keep daily attendance. *Fully automatic.*Makes work culture faster and advanced.This system consists of:1.Electromagnetic Lock: 2. Door controller:3.Access Management System: 4. Access Management Software:5. Access Card:Video Door Phone (b/w & color)P a g e | 62 You can see and talk to the visitor without opening the door. Just press a button and unlock the door without moving from your couch. Emergency security alarm.P a g e | 63Strategic Direction One stop shop for health and home care products. Becoming a preferred partner for the best in the world Euro champs. Build on our core competency of direct sales. Flanking strategy on retail shelf.P a g e | 64 Leverage on customer database. Total cleaning approach for industrial and institutional customer.EnvironmentThe intention of the institute is not to play role of an activist; but to concentrate on two of

the most important environmental factors namely “Water and Air“, to leverage theexpertise of its parent company, i.e., Eureka Forbes Ltd. For doing social good towardssociety, to have noncommercial interaction with leading social bodies in achieving its goaland put maximum efforts in conserving the root of my living existence, i.e., Water and Air.MilestonesIn a short span of its inception, Eureka Forbes Institute of Environment (EFIF) hasachieved some major milestones, like…(A) Tie up with NDTVEFIE generates and supplies data to NDTV for an on screen plug which is thenproduced into “Report” by NDTV and supplied to Star News for a fee, who in turntelecasts the same “Report” to the cable owners for a change.The result of this consequent with NDTV has been:-P a g e | 65

That there was a debate in Delhi on CNG application resulting.

In to formation of new rules.

Various school children have taken an oath to not buy or burn firecrackers.

There has also been a good amount of change in the attitude of the GovernmentPollution Boards, which was earlier sceptical, but now, has become more lenientand cooperative.(B) Pollution watch tests have been carried out in various citiesAcross India:-Delhi, Kolkata, Mumbai, Chennai, Bangalore, Ahmedabad, Hyderabad, Guwahati,Lucknow, Chandigarh.

Eureka Forbes Institute of EnvironmentIt is a young and unique institute that was started in the year 2000. To gain quick visibility,it was launched through television. The main agenda behind starting this institute was togive knowledge about the various benefits that exceed cost on the issues related to“pollution Watch”.As every journey has its destination, the ultimate destination of Eureka Forbes Institute of

Environment is to be an institution that has a life of its own, its own vision, mission andphilosophy; its manpower, space, infrastructure and resources; its own responsibility,reputation and credibility based on track record; its own set of committed core teamworkers and donor friends.P a g e | 66By own face and recognition, it means to gain media and public credibility by aligning itsactivists, mainly to its cause, distance itself from commercial work and other relatedcauses, and to build a strong track record of social contribution and the activities related tosuch cause alignment.The Institute has built a strong mission, which says: -To promote an AWARENESS of the benefits of conserving and managing the quality ofour natural water and air resources. To do so by collecting and disseminatinginformation/materials through our own resources or those of our like-minded allies whocould be individuals, corporate, NGO’s, government of civic bodies.To become an instrument of influencing Indian society and its constituents to act in amanner that reflects that these resources are not to legacy of our fore fathers that wecan take for granted, but a loan we have taken from our grandchildren, to be repaidwith interest.It is to believe that the unpolluted water and air is the birth right of every Indian citizen.People1. Eureka Forbes people are the perfect example of a dynamic, highly motivatedindividual.2. At the entry level, people with a fire in their belly come and join the company.3. At the forefront of the employee, complement is their salesman who they call “EuroChamps”, which is known to our customers as the friendly man from Eureka Forbes.They bring to Indian families, everywhere, innovative hygiene and convenientproducts backed by excellent service and building lasting relationship with itscustomers.

4. In Eureka Forbes, they believe in promoting internal talent, grooming people frombecoming successful sales personnel to become a successful leader.P a g e | 675. They understand the importance of this asset and great stress is laid on HRD andtraining.6. They satisfy the lifestyle expectation of evolving Indian homes through innovative andvalue of money products have been the hallmark of Eureka Forbes Limited, and thesales divisions are committed to this mission.7. Eureka Forbes is a fine example of a strong organization built by its people.8. Eureka Forbes strongly believes in the old Chinese proverb.Eureka Forbes Limited-RelationshipRelationship begins with listening to the customers and addressing their priorities andinhibitions. It has 140 customer response centers across 98 cities ensure that customers arenever left out in the cold.A 4000 strong dealer network is distributing the Forbes range of water purification systemand home cleaning system.1. An industrial sales division which distributes the nilfisk range of cleaningequipments.2. It has got 4 manufacturing facilities at Hyderabad, Bhimtal, Meghalaya andBommasandra with ISO 9002 certification.3. A network of water testing laboratories across the country.4. A government recognized R 7 D centre at Bommasandra, alliances with globalleaders.5. Certification from prestigious independent water laboratories in India and abroad forour range of WPS. Plus, a growing exports market.P a g e | 686. Market leaders in Aqua guard WPS. Euro clean home cleaning system EAPS andEuro vigil electronic security solution.Eureka Family 5700 Euro Champs make 40 calls a day (2.3 lakh contacts). 32000 Euro Smile champs make 10000kitchens visit a day for product services. Over 450 franchised direct operators covering small towns over 1200 sales people.

P a g e | 69 3800 strong dealer network. Over 220 distributors for industrial and commercial segment. Existing 5 million friends for life. (Customer database.)NEW AVENUESForbes Newell range of wellness products.To strengthen our relationships with existing customers by providing them with anew means to improve their quality of life.First category offered - cooking appliances.Tapping the potential of women - a whole new sales force.Forbes Aqua sure , an exciting new range of economical water purificationproducts.To penetrate the low end of the market, especially areas where there is no powerand waterTo pre-empt competitive entry.Eureka range of Eco-friendly cleaning solutions.P a g e | 70CAREERRecruit young, dynamic, ambitious people; encourage them to harness theirpotential.Each one aptly christened Euro champ.Nursery of Direct Selling; the single largest institution of its kind in the world.Professionalized direct selling and raised it to a fruitful career.P a g e | 71Over 20,000 people and 500 business leaders started out as Euro champs.Numerous success stories of Euro champs rising to top management positions.It believes in the philosophy of encouraging growth from within; it also facilitatescross functional movement in the organization to further career prospects.It consistently featured in the “Best Employer”, surveyed by premier businesspublications.DreamsP a g e | 72Future PlanP a g e | 73 Eureka Forbes Ltd. should be taken in the market abroad both for household andindustrial cleaning equipment. They will be ready with faster customer response through electronic contacts. By

making a transition from distributors to marketers of industrial cleaning equipment. Emerging as a preferred employee for youth. Establishing Eureka Forbes as a waterpurifying Specialist Company. Becoming a gateway to multi-national company looking to set up base in India. Introducing innovations and being perceived as the best service providers in thecountry; and having our ability to respond to the ever-changing demand of thecustomers.The TargetP a g e | 74 Becoming an Rs.10 billion company in the next 5 years. Double customer based in the next 5 years. Customer will know the euro champs by name. Our people will grow and share higher responsibility. Our people will live comfortably and make a responsible amount of money thatsatisfies there at home.P a g e | 75PRESS CENTER Most Trusted Brand Award: Platinum Category for your very ownSuperbrand: Aquaguard!!!!! "Aquaguard Water Purifier and Euroclean Vacuum Cleaner onceagain awarded the Mera Brand" Celebrate summer the healthy way as Aquaguard RO Health Yatracomes to town! Cambridge School from Noida city is Winner of the 4th Euro EnviroQuiz 2006, the largest ever National school quiz on Environment ! Eureka Forbes Runs for A Cause - Save Water and Harvest it! Recruiting and Staffing Best in Class Awards 2005 Protecting the Environment - Let us learn it from Children!!! Eureka Forbes Limited awarded for Customer Responsiveness Eureka Forbes Limited wins Asian MAKE Award Eureka Forbes is now a Case Study In Harvard Business School -Boston (USA), November 11, 2005P a g e | 76Eureka Forbes is now a Case Study in Harvard Business SchoolBoston (USA) November 11, 2005 Eureka Forbes Limited, the pioneer of DirectSales in India, entered the hallowed portals of Harvard Business School by joining the

band of select companies which have become a case study in its MBA classrooms.Today, 900 students at thisglobally recognized Centre ofbusiness education, beganstudying a case based on EurekaForbes, titled "Managing TheSales Effort" written by ProfessorDas Narayandas of this school;assisted by Senior ResearcherKerry Hermann from the Global Research Group. Mr. Suresh Goklaney, ManagingDirector of Eureka Forbes, himself an alumnus, was in Boston today on invitation fromthe Harvard Business School and said "The 5500 salespersons working for EurekaForbes - whom we fondly call Euro Champs - will be delighted that the unique andyoung company which they have created over the last 24 years has been found worthyby Harvard Business School to write a case study on". Eureka Forbes, about to go intoits Silver Jubilee year, has notched up an impressive turnover of Rs. 6.1 Billion (Rs.610 Crores) selling premium life style products like water purifiers and vacuumcleaners which bring better health to the families of their customers. In the growingsunrise markets of water purification and vacuum cleaning, Eureka Forbes enjoysmarket shares upwards of 70% through its brands Aqua Guard and Euro Cleanrespectively. In the year 2004, Aqua Guard was chosen as a "Super brand" by a panelof eminent persons in the Indian industry. To achieve this success, it followed amarketing system very different from those adopted by most consumer productcompanies. It did not set up a dealer network to sell its products but it set up a "DirectP a g e | 77Sales" system instead. The Harvard Business School case takes a look at this uniquebusiness model which creates value for the customers - not through pricing and

discounting and offers as dealer network marketers do - but through a very differentcontact system, a different contact site, and a different company culture. Mr. SureshGoklaney explained the uniqueness of the system as follows "Relationship Marketingmay have become a buzzword now but we at Eureka Forbes started it 24 years ago.Our process of acquiring customers is not by luring them into the stores throughdiscounts and offers but by contacting them in the comfort of their homes where it ispossible for us to find them unhurried, where we can understand them and theircircumstances and then suggest appropriate solutions for their health and hygiene andsafety needs. We then demonstrate how these solutions perform in their homeconditions, answer every question they may have and we deliver these solutions rightat their doorstep. Even the after sales service is provided at their doorstep. This is thedifference between them and us".Apart from achieving sales and profits, according to Mr. Suresh Goklaney, what mayhave impressed Harvard Business School, is "Over the last 24 years we have created ahuge intangible asset of over 4 million customers who have welcomed us into theirhouses to see our demonstrations, to buy our products and then to get them serviced.They have seen us inside their homes! That is quite an exceptional example ofrelationship marketing, it is for reason that our slogan is 'Your friend for life'". Thecase study focuses on the innovative practices Eureka Forbes has employed intranslating this philosophy of becoming friend for life, into actual operationalpractices. In particular the case explores whether sales force should be motivated bysetting goals for the results of the sales efforts or forthe efforts themselves. It explores how asuperstructure of direct sales field force was builtemploying 5500 Euro Champs (salespersons fondlycalled so) who operate out of 150 offices of theP a g e | 78

company in about 100 cities; and the systems created for recruiting, inducting, training,motivating, compensating and leading them. In the year 2004, Eureka Forbes wasrecognized as the "16th Best Employer" of India in the Hewitt Survey. The vision ofthe company is "To create a happy, healthy and pollution free world based on longlasting customer relationships" and is realized not only through the sales force but alsothrough a structure of 900 service locations. "For 80% of our customers, we have aservice Centre within 5 km radius". That is a tough act indeed for any competitor toduplicate. The efforts of the company in giving franchised service were recognized in2005 through the "Best Franchisor" award it received. Mr. Suresh Goklaney said "Weattribute our success to our unique culture and people orientation. The four pillars ofour employee orientation are "Earning, Learning, Pride and Fun". We believe indeveloping business through developing people. We have an in-house "Academy ofLearning" and also have tie-ups with business schools which help train our talent. Tocreate a "Learning Organization" we created Knowledge Management function withinthe company just 4 years ago and feel amply rewarded by the journey because recently,at Seoul in Korea, we were given a MAKE (Most Admired Knowledge Enterprise)award for Asia"P a g e | 79Our Key CustomersP a g e | 80Honeywell Our PartnerAbout HoneywellHoneywell International is a $30 billion diversified technology and manufacturing leader,serving customers worldwide with aerospace products and services; control technologies forbuildings, homes and industry; automotive products; turbochargers and specialty materials.Based in Morris Township, N.J., Honeywell's shares are traded on the New York, London,

Chicago and Pacific Stock Exchanges. It is one of the 30 stocks that make up the Dow JonesIndustrial Average and is also a component of the Standard & Poor's 500 Index.About Honeywell SecurityHoneywell Security, a business unit of Honeywell International is an international supplierand distributor of electronic security systems and solutions. Our products monitor andprotect millions of homes, business and government facilities across the globe.Honeywell Security's partner choice programAt Honeywell, Security holds a very special place in our portfolio. It is core to our missionof protecting communities and making the world safer. In fact, during the past two years,about 25% of what Honeywell has invested in strategic acquisitions has been used toenhance our security business. Honeywell Security wants to be every customer's Partner ofChoice in the security business. Each employee walks into the shoes of every customer todeliver more value for their business.Reasons why any customer would like to make Honeywell Security their Partner ofChoice is because :-We are committed to our independent dealers and integratorsP a g e | 81We have always believed that the independent dealers and integrators channel is the bestway to sell our products. It's in our DNA. We invest in vertical marketing, design supporttools, on-site training, security knowledge forums and many growth initiatives. Our successis only possible with the success of our independent dealers and integrators.We deliver the newest innovations, technologies & productsWe are investing over $40 million a year in research & development to bring you new andinnovative security products. We leverage the best technologies globally at our 'Centers ofExcellence' in USA, China, India, Korea, UK and France. These teams bring you knewresidential security products like LYNXR-EN wireless systems, Optiflex sensors,Alarmnet-I technology for monitoring premises over the internet and a complete cuttingedge

range of Home Automation Systems. Among innovations for commercialapplications, in Video Systems recent developments include Integrated Digital VideoManager (DVM), Enterprise Network Video Recorder (NVR), Rapid Eye, PARASCAN360 cameras, heat and dust proof cameras, and integrated explosion proof housing & pantilt units. In Access control & integrated systems, the newest innovations include ProWatchenterprise access control and integrated security platform, WinPak Pro Central StationMonitoring, LobbyWorks visitor management system and Vindicator Systems forintegrating video, access & perimeter intrusion detection on a single platform.We provide support, training and best peopleAt the heart of our business are our people. From our sales people, techsupport group and all our employees - we are a team with decades ofexperience in security that understands the industry and your business. Weknow that users of security products and our independent dealers andintegrators need quick and expert response. That's why we invest in supportinfrastructure, training and best people to help our partners stay ahead.P a g e | 82We bring you the power of HoneywellPartnering with Honeywell means benefiting from the power of the global $30 billionFortune 50 Company with 1,20,000 employees and presence in businesses ranging fromAutomation & Control Solutions, Aerospace, Transportation Systems and SpecialtyMaterials. We have the commitment, the technology and the resources to help you grow.Honeywell Brand stands for quality. Honeywell Logo, wherever it appears on thermostatsin buildings, on process control systems in refineries and factories, on aerospace anddefense systems, it stands for quality. That's because at Honeywell, we strive for

operational excellence in everything we do. We are Six Sigma trained and focus on quality.Honeywell is now a business Superbrand in India. With more than 7,000 employees andfour big locations in Pune, Bangalore, Gurgaon and Chennai we provide you the power ofHoneywell at your doorstep.

BOSCH Our PartnerP a g e | 83The Bosch Group is a leading global manufacturer of automotive and industrialtechnology, consumer goods and building technology. In fiscal 2005, some 251,000 associatesgenerated sales of 41.5 billion euros. Set up in Stuttgart in 1886 by Robert Bosch (1861 - 1942) as"Workshop for Precision Mechanics and Electrical Engineering," the Bosch Group today comprisesa manufacturing, sales and after-sales services network of more than 280 subsidiaries and more than12,000 Bosch service centers in over 140 countries.The special ownership structure of the Bosch Group guarantees its financial independenceand entrepreneurial freedom. It makes it possible for the company to undertake significantup-front investments in the safeguarding of its future, as well as to do justice to its socialresponsibility in a manner reflective of the spirit and will of its founder. A total of 92% ofthe share capital of Robert Bosch GmbH is held by the charitable foundation Robert BoschStiftung. The entrepreneurial ownership functions are carried out by Robert BoschIndustrietreuhand KG.RESEARCH METHODOLOGYResearch methodology is a way to scientifically solve the research problem. It may beunderstood as a science of studying how research is done scientifically. In it we study thevarious steps that are generally adopted by a researcher in studying his research problemalong with the logic behind them. It is necessary for the researcher to know not only theP a g e | 84research methods / techniques but also the methodology. It defines what the activity of

research is, how to proceed, how to measure progress, and what constitutes success.It helps to understand not only the products of scientific inquiry but the processitself. It aims to describe and analyze methods, throw light on their limitations andresources, clarify their presuppositions and consequences, relating their potentialities thetwilight zone at the ‘frontier of knowledge’BENEFIT OF RESEARCH METHODOLOGY: Advancement of wealth of human knowledge. ‘Tools of Trade’ to carry out research; provide tools to looks at things in lifeobjectively. Develops a critical and scientific attitude, disciplined thinking or a ‘bent of mind’to observe objectivity (scientific deduction and inductive thinking); skills of researchwill Pay off in long term particularly in the ‘age of information’(or too often ofmisinformation) Enriches practitioner and his practices; Provides chance to study a subject in depth;Enable us to make intelligent decisions; Understand the material which no other kindof work can match. Doing research is the best way to learn to read and think criticalObjectives of the ResearchThe main objective of the research is to study the customer satisfaction at EUREKAFORBE to fulfil the goal of knowing the utility of brands and products of company,connection with various services provided by the other International country..P a g e | 85 The level of satisfaction of the customers. The kind of product is used by customers. The kind of facilities in terms of features provided by the EUREKA to theircustomers. To study about the overall performance of the brand, product, retailer, wholesalerand company members. To identify the various aspect of the advertising.Research DesignThe formidable problem that follows task of defining the research problem is thepreparation of the research project, popularly known as the ‘research design’

“The research design is the arrangement of conditions for collection and analysis of data ina manner that aims to combine relevance to the research purpose with economy inprocedure.”The study used a Descriptive Research design for the purpose of getting an insight over theissue. Descriptive research design includes survey & fact finding inquiries of differentkinds. The major purpose of descriptive research is description of state of affairs as itexists at present.Method of data collection:In this research work, questionnaires and interview method were used to collect theinformation. Discussions were held with some of the managers & other staff members.The complete data has been collected from primary and secondary sources:P a g e | 86Primary dataQuestionnaire method was adopted for collecting information from the people of Lucknowabout their opinion and survey was done in order to find out the overall performance of theEUREKA and the level of satisfaction of the customers.. Secondary dataSecondary data was collected through EUREKA profile, through websites on the internet,Books, newspaper, and information’s provide by the EUREKA employees.Sample DesignThe study used a simple random sampling. A sample design is a definite plan for obtaininga sample from a given population. It refers to the technique or the procedure the researcherwould adopt in selecting items for the sample.UniverseIn this research the universe is Lucknow. The Universe is a complete, or the theoreticallyspecified aggregation of study elements. It is usually the ideal population to whichresearch results are to be generalized.Sample sizeRespondents were drawn using random tables & samples size chosen was:50 PEOPLEDATA INTERPRETATION1. Have you heard about Eureka Forbes brands before purchasing it?

P a g e | 87 Yes 60% No 40%40%60%

Number of People aware before purchase1st Qtr2nd QtrINTERPRETATION1. 60% people have heard about Eureka Forbes brands before purchasing it.2. 40% people have not heard about Eureka Forbes brands before purchasingit.2. Who recommended our product? Family friend 65% Employee of EFL 35%P a g e | 88INTERPRETATION1. 65% recommendations have come from Family friends.2. 35% recommendations have come from employees of EFL.3. On the price of your water purifier? Affordable HighP a g e | 89 Should be RevisedINTERPRETATION1. 21% people said price of water purifier is affordable.2. 72% people said price of water purifier is high.3. 7% people said price of water purifier should be revised.4. Are you satisfied with Eureka Forbes brands and products? YesP a g e | 90 No OthersINTERPRETATION1. 41% people are satisfied with Eureka Forbes brands and products.2. 52% people are not satisfied with Eureka Forbes brands and products.3. 7% people are those who are using other brands and products.5. How do you know about our brand/product?P a g e | 91 TV. Ad Print Media Internet People/friendsINTERPRETATION1. 70% people know the brand through TV Ad.2. 10% people know the brand through Print Media.3. 5% people know the brand through Internet.

4. 15%people know the brand through their friends and other people.P a g e | 926. While buying any water purifier what comes to in your mind? Price Health & Safety BothINTERPRETATION1. 10% people said that Price come in their in their mind.2. 75% people said that Health & Safety come in their mind.3. 15% people said that Both factors come in their mind.P a g e | 93LIMITATION OF THE STUDYEvery research is conducted under some constraints and this research is not an exception.Limitations of the study are as follows: The study is limited to the areas of Mirzapur. The sample size of only 50 was taken from a large population for the purpose ofstudy, so they can be difference results of the sample from total population. Non availability of adequate data also limited the scope of the study to someextent. As the data was collected through the questionnaire, I faced the limitation thatrespondents were unwilling to provide information. Consumer was reluctant to go into details because of their busy schedules. Due to continuous change in environment, what is relevant today may beirrelevant tomorrow.P a g e | 94SUGGESTIONSThere are various point may be more helpful and its benefit: Given a information before service. Company should given a one set extra filter. Given a complete expenses knowledge. Annual Maintenance contract rate should be decreased. Spare should be made available at proper time.P a g e | 95 EFL should provide knowledge regarding after sale service to customerat time of purchaseP a g e | 96FINDING & RECOMMENDATION FROM THE PROJECTAs per the survey done following were the findings and recommendations of thesurvey: Price structure should be revised Customer service is something which company should pay more attention

at. All models not available for display in retail outlets and also brochuresshould be made available. Sales person at the retails counters should have proper knowledge abouttheproduct. Should focus more on brand awareness. Technological & other aspects should be re- considered and re- christened. To know about the buying behaviour of customer regarding purchase ofwater purifier.P a g e | 97

BIBLOGRAPHYWEBSITESwww.eurekaforbes.comwww.customercomplaint.inwww.golakindia.comwww.icmrindia.orgwww.compareindia.comwww.pureit.inwww.igoogle.comwww.bing.comwww.yahoo.comwww.answers.com

BOOKSP a g e | 981. Coney, Hawkins best, “Consumer Behaviour”, 8th Edition , 1-14, 393-418.2. Kotler Philip, “Marketing Management”, Millennium Edition, 176-182, 202-204.3. Zikmund ,William g, “Business Research Methods”, 5th edition, 6-7, 54-55, 292-298.4. Loudon&DellaBitta, “Consumer Behaviour”, 1003 Edition, 432-433.Schiffman, Leon G. &Kanuk, Lesie Laser, “Consumer Behaviour” 6th Edition, 234-238.P a g e | 99P a g e | 100

EUREKA FORBES PRODUCT SURVEY QUESTIONAREG.N.B. Road, Above Jungle Travels, Silpakuri, Guwahati - 781003E-mail: sudipc@eurekaforbes.co.in Web: www.eurekaforbes.comQUESTIONNAIRE FOR PROSPECTIVE CUSTOMER1. Do you any EFL product?( If yes, Which product)Ans:2. Have you heard about Eureka Forbes brands?Ans:

3. How do you know about our brand/product?a. TV. Ad ( )b. Print Media ( )c. Internetc. People/friends ( )d. others _____________ ( )4. How will you rate product Compared other products ofother companies (Philips, Kent, pure it, Aqua sure, Unilever)?a. Much better ( )b. Better ( )c. Same ( )d. Worst ( )5. Who recommended the product?a. Family friend ( )b. Employee of EFL ( )6. How satisfied are you with customer service received?P a g e | 101a. Very Satisfied ( )b. Satisfied ( )c. Neutral ( )d. Dissatisfied ( )e. Very dissatisfied. ( )7. While buying any water purifier what comes to in your mind?PriceHealth & SafetyBoth8. Your opinion about on the price of your water purifier?AffordableHighShould be Revised9. Are you satisfied with Eureka Forbes brands and products?a. Yes ( )b. No ( )c. others_________________________________________10. Do you face inconvenience while using this product? Ifyes, then please suggest what measures do you think it willhelp us to improve?P a g e | 102