customer satisfaction analysis project

8/8/2019 Customer Satisfaction Analysis Project

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1.1 INTRODUCTION OF THE STUDY:

Customer Satisfaction research identifies how well an organization is performing from

the customers viewpoint. It allows any organization to understand how their customers

are with the level of service they are providing at any point in time, and to track how

satisfaction levels change over time. It does not investigate the reasons or reality behind

the Customer Satisfaction, unlike Service Evaluation research but still provides extremely

valuable information such as highlighting an area where service needs improving.

Tracking satisfaction levels can be particularly powerful when it

concentrates on identifying levels of satisfaction against the specific elements of service

that most matter to customers and which the organization can change; and where

possible, compare satisfaction levels across competing organizations. This can also be

used to highlight differences between customer segments, potentially identifying

segments at greatest risk.

Customer Satisfaction research is often used as part of a wider project

designed to help an organization or company improve its service provision, customer

satisfaction and customer interaction.

A variety of techniques can be used depending on the aims of the project,the nature of the organization and the extent of the customer base but would typically

incorporate a customer survey and may include depth interviews or focus groups in order

to more fully understand the service elements which most matter to customers,

Customer Satisfaction, by nature, is dependent on an individuals

expectations and previous experience of service. In order get the most out of the research

for your organization, it is best for a Customer Satisfaction research project to link to

your organizations service standards (whether formal or informal). For example, there

may be a service standard which states that all customers should be given an appointment

within two weeks of making a request. It would be relatively easy to ascertain whether

this standard was being met in practice. But customers satisfaction with how quickly

they receive an appointment would need to be tested through direct research with

customers.

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MEASURING CUSTOMER SATISFACTION:

Organizations are increasingly interested in retaining existing customers

while targeting non-customers, measuring customer satisfaction provides an indication of

how successful the organization is at providing products and/or services to the

marketplace.

Customer satisfaction is an ambiguous and abstract concept and the actual

manifestation of the state of satisfaction will vary from person to person and

product/service to product/service. The state of satisfaction depends on a number of both

psychological and physical variables which correlate with satisfaction behaviors such as

return and recommend rate. The level of satisfaction can also vary depending on other

options the customer may have and other products against which the customer can

compare the organization's products.

The usual measures of customer satisfaction involve a survey with a set of

statements using a Likert Technique or scale. The customer is asked to evaluate each

statement and in term of their perception and expectation of performance of the

organization being measured.

IMPROVING CUSTOMER SATISFACTION:

Published standards exist to help organizations develop their current levels

of customer satisfaction. The International Customer Service Institute (TICSI) has

released The International Customer Service Standard (TICSS). TICSS enables

organizations to focus their attention on delivering excellence in the management of

customer service, whilst at the same time providing recognition of success through a 3rd

Party registration scheme. TICSS focuses an organizations attention on delivering

increased customer satisfaction in TICSS Service Quality Model uses the 5 P's - Policy,

Processes, People, Premises, Product/Services, as well as performance measurement

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1.2 PROFILE OF THE COMPANY:

Started in the year 1986, Vishal Precision Products Private Limited is

successfully catering to the Engineering needs of Indian industry for over a decade now.

Vishals technical expertise, strict quality control, competitive pricing and prompt

delivery can help your company reduce tool delivery time and increase it's productivity.

Vishal makes standard mold bases as well as custom mold bases

incorporating all special machining including pocket opening, finger cam/pin holes and

side core holders. It has all the required facilities for machining and inspection. It also has

qualified personnel to meet any technical demand.

Vishal precision products private ltd is one of the leading manufacturers

of precision products. They stand highly esteemed among the precision products

manufacturing industries due to their high quality and best service.

It manufacturing Precision Components, sub-assemblies and many

more Indian and abroad customer. For Printing, Paper, Textile, Aero, Oil and all the type

of Open indent machineries world wide.

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What are precision products?

Precision as the term denotes precise and very accurately

manufactured products. They are moulds which serve as the base for many types of

equipment including telephone, computers, and cellphones etc., they also serve as outer

coverings or shields for many products. These products are manufactured with absolute

accuracy for their best use.

Materials used:

Usually these products are made of plastics. Aluminum also serves as a

base material. Iron and steel are also efficient materials for the manufacture of these

precision products.

Methods of Moulding:

Mainly these moulds are prepared by various kinds of moulding

techniques.

Injection moulding.

Compression moulding.

Sheet metal moulding etc.

Mainly injection moulding is used when hollow articles are to be made. Sheet

metal moulding is mainly for the production of sheet like articles.

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Exports and dealers:

Their high quality has earned them a lot of prestigious customers allover

the world. Some of them are as follows.

Mitsubishi, japan

Philips

ELGI group

Godrej and boyle

TVS group

BHEL

BPL group

LMW group

And many other esteemed customers all over the world.

Basic introduction of an industry:

An industry is basically composed of many small units. The main aim

of an industry is production or manufacture. This can be accomplished with the help of

many subordinate sources.

Role of computers in an industry:

As technology has developed thus far, it is still impossible to go ahead

only with manpower. The use of computers in the industry has greatly minimized our

cost, time, etc. These roles of computers is needed almost in every section of the industry.

Mainly in manufacturing computer controlled machines are used.

Some of the computer controlled machines used in Vishal are:

CNC: computer Numeric Control

This machine is used in the manufacturing department. It is used to

control based numeric data.

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CMM: Co-ordinate Measuring Machine:

This instrument is used in the quality control department to

check the accuracy in the measurement of the manufactured

products.

Need of a software professional in an industry:

To design and program according to the need of the manufacturer, to

cater to the needs of the latest technology is the work of a software professional. This

designing and programming needs lot of skills. This new and latest technology should be

Cost effective

Time economical

Reduce manpower

Outsourcing: Exports and Imports:

Outsourcing is one of the best methods of manufacturing. Japan follows

this method of outsourcing where they outsource in India. This proves to be very cost

effective. Since the manufacturing cost is very high in japan. They outsource in India

where the manufacturing cost is very low compared to theirs. This proves to be very

efficient method of manufacturing.

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PROCESS FLOW OF THE COMPANY:

The process flow of the company consists of various stages. The product

to be manufactured should undergo the systematic process flow. The various stages in

this process flow are as follows

Marketing

Design

Purchase

Production

Production planning and control (ppc)

Vendors

Quality control

Human resource

These various stages, their individual participation in the process flow are clearly

explained below

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MARKETING DEPARTMENT:

The marketing department of a company serves as a mediator between the

company and the customer. There are various steps involved in the working of this

marketing department.

Step1: Enquiry

Enquiry is mostly done by the customers regarding their need of the

product, the cost etc. these communication may be either via mail or may written

communication.

Step2:Quotation costing

Based on the customers requirement the actual cost required to

manufacture and the amount that can be set as a cost to the customer are all declared.

This declaration depends on many factors. These factors are commonly the following, it

depends on the amount of raw materials consumed for the manufacture of that particular

product, the amount of time the machines should be used for such as manufacture, the

amount of manpower required and also many other factors. Thus the entire costing is

done and the bill is passed.

Step3: Quotation

Thus the amount at the end of costing is verified by the authorities and a

general cost is fixed for the particular company and the quotation is sent.

Step4: Negotiation

The negotiation may be either through mail or through written means. This

process is nothing but the verification whether the customers need is satisfied both in

cost and in quality. At the end of negotiation there may be two decisions either the order

may be cancelled or order may be confirmed. In case of cancellation there may be two

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reasons for that. The first one is that the company may not be cost effective to the

customer. In case of conformity the following procedures take place.

Step5: Placing the work order

The work order completely consists of the systematic process to be done for

manufacturing the product. The delivery date is also mentioned along with it. This work

order is given to the design, purchase and production departments.

DESIGN DEPARTMENT:

On receiving the work order from the marketing department along with the

entire drawing of the product, part drawings are drawn by them as per the requirement of

each machine section and are given to the purchase and production department. They

mainly use Auto CAD, Pro-E software for this designing purpose. Mainly engineers

study the drawing of the customer. After the clear study of the drawing. Then part

drawings are made. They are divided into parts based on the availability of the machines;

operators and some of the drawings should also be completed by the vendors. Thus these

part drawings help to do the work more efficiently when compared to the whole drawing

process.

Softwares used:

Auto CAD:

This is highly professional software where all the needs of a designer are

met completely.

Pre-E:

This is also designing software which highly facilitates 3D drawings.

Master CAM:

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This software enables clear layering of the drawings by which in turn part

drawings are able to be drawn.

PURCHASE DEPARTMENT:

They study the drawings completely. Then they analyze the requirement of

the drawing. The materials required are sorted out and then bill is placed to the supplier.

They possess almost all the details of the suppliers. They go for different suppliers for

different items as per their specialty. This purchase may be again classified as follows.

Stores:

The purchase order [P.O] is placed by the purchase department. The

standard items are bought and stored. These kind of bought-out materials are bought and

stored permanently regardless of the work order.

Raw materials:

The raw materials needed for the manufacture of the product is bought

based on the P.O. usually iron, aluminum, plastic serve as the best raw materials. This is

bought according to the need of the work order. The bill is issued for the specific W.O.

and the bill is recognized by this number.

This is also called material inverting. When the material is supplied by the

supplier an invoice and delivery Chelan is placed.

PRODUCTION DEPARTMENT:

Based on the part drawings given by the design department and based on

the raw materials available the production department analyses whether the jobs has to

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done in house or through vendors. This decision depends on the availability of the

machines, tools and also to manage the time.

Production planning and control:

The operations required for manufacture of the product are analyzed. For

any work order sizing is the first operation. The raw materials are first sized. Then the

stage report is prepared for the various other operations some of which may be diverted

to the vendors.

Then the operations to be performed by the individual machines are

classified. Then the corresponding operators of the machines are given their respective

jobs. This is called scheduling. This is done on daily basis. Based on work order their

duty is assigned for both day and night shift operations.

Job card entry is the process where the operator enters the operation done

by him. The actual required for the operation and the total time required by the operator

are all observed. Based on this entry rating of the operations is done. This helps to

encourage them.

Vendors:

The job to be performed external to the in house is given to the vendors.

They perform the required operation and return the finished products. Mostly some

intermediate jobs like welding are given outside. They have a specific issue number. The

delivery date is also specified and the delivery is also based on the issue number.

QUALITY CONTROL DEPARTMENT:

The duty of the quality control department is to determine the quality of

the products. Thos analysis is done for both in house and vendor products. They check

for accuracy. In case of an error a non conformity report is given by this department. If an

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error occurs in the vendors product, the calculated amount is debited from their account.

If it is an in house product the respective operator is warned about it. If it is repeated then

IPRR- in process reason report is received from the operator. This may also lead to salary

deduction. Thus based on the consistency of the product manufactured the quality check

is done at periodic intervals.

The quality control department makes use of some computer controlled

machines such as the CMM to check the accuracy of the product.

HUMAN RESOURCE DEPARTMENT:

Human resource is considered to be the most important and the most

efficient department in an industry only if the human source is functioning properly it

will lead to the smooth functioning of an industry. It is very easy to control 100 machines

when compared to a single man. Thus the human resource department completely takes

care of the employee management.

Payroll:

When an employee is appointed the entire details about him are

collected and placed in the companys record. This can be later referred to whenever

needed. From the time the employee is registered all his activities inside the organization

is clearly monitored. When found to be caught for any illegal affairs them there is a black

mark in his resume. On the other hand if the employee is found to be very sincere and

fruitful worker then the company recognizes it. He may be awarded with an increment in

his salary or other special allowances.

Attendance management:

Is another important criterion of this department? The daily records

show the punctuality and sincerity of the workers. This is maintained by the human

resource department. There is a time keeper at 5 the gate who clearly watches over

regarding the punctuality of the staffs.

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Thus the human resource department serves as the backbone of any

industry.

CHAPTER 2

2.1 NEED FOR THE STUDY:

Customers expectations change accordingly with time. Customers expectations

should be studied with great efforts, so that marketers can design the product based on the

need of the customers.

If the customers need were met then the customer may turn as an asset to the

company because they become opinion leader for others. So that the company can

increase its market share.

Customer expectation is mainly based on the following attributes

The product or service

The price

The place

Promotion

In this new era of business world, Customers are the real owners. So, each and

every expectations of consumers have to be studied.

ADVANTAGES:-

To increase the market share

To remove consumer dissatisfaction

To retain the current customers and also gaining by new one through study the

customer expectations.

CUSTOMER SATISFACTION:

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Customer satisfaction is a feeling of pleasure or disappointment resulting

from comparing a products perceived performance or outcome in relation to his or her

expectations.

So, satisfaction is a function of perceived performance and expectations.

The performance faults short of expectation, the customers are dissatisfied. The

performance is matches the expectation, the customer is satisfied. The performance

exceeds expectation the customer is highly satisfied or delighted.

Customer satisfaction mainly achieved through two components:

Product features:

The quality of design

Freedom from deficiencies:

It has major effect on costs through reduction in scrap, rework,

complies and other results of deficiencies.

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2.2 OBJECTIVES OF THE STUDY

PRIMARY OBJECTIVE:

The primary objective of the study is to identify the preference given by

the customer and satisfaction level towards their products with special reference to Vishal

Precision Products.

SECONDARY OBJECTIVE:

To identify the product features given preference while buying the

product

To identify the satisfaction level towards the buying experience at

Vishal Precision Products.

To identify the opinion of the respondents and their feeling

towards the value of their products when compared to other

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2.3 LIMITATIONS OF THE STUDY:

The study was conducted only to specified customer. This may not give a

Generalized conclusion.

The sample size is limited to 100 due to the shortage of time.

Only some important questions are dealt with customer satisfaction and other

questions are not covered in this study.

Respondents Bias

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CHAPTER 3

RESEARCH METHODOLOGY:

3.1 RESEARCH DESIGN:

This research studies are concerned with describing the characteristics of a

particular individual or of a group. This study concerned with specific predictions, with

narration of facts and characteristics concerning individual, group or situation are

examples of Descriptive studies.

DESCRIPTIVE RESEARCH DESIGN:

Descriptive research design includes surveys and fact findings enquiries of

different kinds. The major purpose of descriptive research is description of the state of

affairs, as it exists at present. In social and business research, we quite often use the term

ex post facto research for descriptive research studies. The main characteristics of this

method is that the researcher has no control over variable, he can only report what is

happening or what was happened. Most ex post facto research projects are used for

descriptive studies in which the researcher seeks to measure such items for example,

frequency of shopping, and preference of the people over similar data.

Descriptive research method will be applicable to the existing problem.

Here, the study is conducted for a fact (i\e), to know the A study on customer preference

and satisfaction level towards their expectation with special reference to Vishal Precision

Products pvt ltd. So the process was conducted through questionnaire.

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3.2 DATA COLLECTION METHOD:

The researcher used questionnaire for collection of primary data.

Secondary data were collected from different sources.

3.3 SOURCES OF DATA:

The Primary Data were collected through questionnaire from

Customers of vishal precision products.

The Secondary Data were collected from company profile, and

Internet.

3.4 TOOLS FOR DATA COLLECTION

The data collection method adopted in this project is prepared through a

set of questionnaire. The customers are met residing in various areas. Their responses and

feedback is noted down in questionnaire. The type of questionnaire used here is

structured questionnaire. The questionnaire is designed by using 5 point scale. The

following are the ratings for 5 point scale

strongly agree

agree

Neither agree nor dis-agree

dis-agree

Strongly dis-agree

3.5 SAMPLING PLAN

Population:Population in statistics means the whole of the information which comes

under the purview of statistical investigation. Here the population is Customers of Vishal

Precision Products pvt ltd.

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Sampling unit:

Customers of Vishal Precision Products pvt ltd.

Sample size:

100 customers.

Sampling:

The process of obtaining information about an entire population by

examining only a part of it. Probability sampling of convenience sampling is used for

data collection.

Statistical tools used:

Simple percentage analysis and bar chart is used through out the analysis.

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CHAPTER 4

4.1 ANALYSIS AND INTERPRETATION

TABLE: NO: 1

OPINION ABOUT EQUIPMENT AND INFRASTRUCTURE TO MEET THEIR

NEEDS

INTERPRETATION:

The above table reveals that out of total number of the respondents, 74

percent of the respondents are agree that Vishal has necessary infrastructure to meet theirneeds, 18 percent of the respondents are strongly agree, 8 percent of the respondents are

neutral in their opinion.

CHART: NO: 1

20

Opinion Number Of Respondents Percentage Of The

Respondents

Agree 74 74

Strongly Agree 18 18

Dis-Agree 0 0

Strongly Dis-Agree 0 0

Neutral 8 8

Total 100 100


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OPINION ABOUT EQUIPMENT AND INFRASTRUCTURE TO MEET NEEDS

7 4

1 8

0 0

8

0

10

20

30

40

50

60

70

80

Percentage

A g re e S t ro n gly

A gree

D i s - A g r e e S t r o n g l y

D i s - A g r e e

N e u t r a l

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TABLE: NO: 2

OPINION ABOUT AVAILABILITY OF TECHNOLOGY TO EXCEL IN THEIR

FIELD

INTERPRETATION:


percent of the respondents are agree that Vishal has required technology in their field, 14

percent of the respondents are strongly agree, 8 percent of the respondents are neutral in

their opinion.

CHART: NO: 2

OPINION ABOUT AVAILABILITY OF TECHNOLOGY TO EXCEL IN THEIR

FIELD

22


Respondents

Agree 82 82


Dis-Agree 0 0


Neutral 8 8

Total 100 100


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8 2

1 4

0 0

8

0

10

20

30

40

50

60

70

80

90

Percentage

A g re e S t ro ng ly

Agr ee

D i s- Agr ee S t r ongly

D i s- Agr ee

N eutr a l

TABLE: NO: 3

CUSTOMERS OPINION ABOUT TRAINED AND COMMITTED MANPOWER

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INTERPRETATION:


percent of the respondents are agree that Vishal has trained and committed manpower, 22

percent of the respondents are strongly agree, 8 percent of the respondents are neutral in

their opinion.

CHART: NO: 3

CUSTOMERS OPINION ABOUT TRAINED AND COMMITTED MANPOWER

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Respondents

Agree 70 70


Dis-Agree 0 0


Neutral 8 8

Total 100 100


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70

22

0 0

8

0

10

20

30

40

50

60

70

Percentage

A g re e S t ro ng ly

Agree

Dis-Agree Strongly

Dis-Agree

Neutral

TABLE: NO: 4

CUSTOMERS OPINION ABOUT THE COMPETITIVE PRICES

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INTERPRETATION:

The above table shows that out of total number of the respondents, 80 percent

of the respondents are agreed with competitive prices, 20 percent are said no for their

competitive prices.

CHART: NO: 4

CUSTOMERS OPINION ABOUT THE COMPETITIVE PRICES

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Respondents

Yes 80 80

NO 20 20

Total 100 100


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Yes

80%

NO

20%

TABLE: NO: 5

CUSTOMERS OPINION ABOUT THE FULLFILMENT OF COMPLETE

REQUIREMENTS

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INTERPRETATION:

The above table shows that out of total number of the respondents,

78 percent of the respondents are agreed with competitive prices, 22 percent are said no

for their competitive prices.

CHART: NO: 5

CUSTOMERS OPINION ABOUT THE FULLFILMENT OF COMPLETE

REQUIREMENTS

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Respondents

Yes 78 78

NO 22 22

Total 100 100


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Yes

78%

NO

22%

TABLE: NO: 6

CUSTOMERS OPINION ABOUT THE FULLFILMENT OF THEIR QUALITY

REQUIREMENTS

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INTERPRETATION:

From the above table it reveals that out of total number of the respondents, 8

percent of the respondents are agree that vishal moulds are usually meet their quality

requirements, 74 percent of the respondents are mostly satisfy with their quality

requirements, 18 percent of the respondents are more satisfy with their quality

requirements.

CHART: NO: 6

CUSTOMERS OPINION ABOUT THE FULLFILMENT OF QUALITYREQUIREMENTS

30


Respondents

Never 0 0

Usually 8 8

Mostly 74 74

Always 18 18

Total 100 100


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0

8

74

18

0

10

20

30

40

50

60

70

80

Percentage

Never Usually Mostly Always

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TABLE: NO: 7

CUSTOMERS OPINION ABOUT THE DELIVERY OF PRODUCT ON TIME

INTERPRETATION:


percent of the respondents are never satisfied with their delivery, 10 percent of the

respondents are mostly satisfy with their delivery, 18 percent of the respondents are

more satisfy with their delivery .

CHART: NO: 7

CUSTOMERS OPINION ABOUT THE DELIVERY OF PRODUCT ON

TIME

32


Respondents

Never 1 1

Usually 10 10

Mostly 71 71

Always 18 18

Total 100 100


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1

10

71

18

0

10

20

30

40

50

60

70

80

Percentage


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TABLE: NO: 8

CUSTOMERS OPINION ABOUT THEIR DOCUMENTARY SYSTEM

INTERPRETATION:


percent of the respondents are usually satisfied with their documentary system, 78

percent of the respondents are mostly satisfy with their documentary system, 16 percentof the respondents are more satisfy with their documentary system .

34


Respondents

Never 0 0

Usually 6 6

Mostly 78 78

Always 16 16

Total 100 100


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CHART: NO: 8

CUSTOMERS OPINION ABOUT THEIR DOCUMENTARY SYSTEM

0

6

78

16

0

10

20

30

40

50

60

70

80

P

ercentage


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TABLE: NO: 9

CUSTOMERS OPINION ABOUT THE IMPROVMENTS IN PRODUCT AND

SERVICE ACCORDING TO THEIR SPECIFIC NEED

INTERPRETATION:


percent of the respondents are usually satisfied with their product and service,76 percent

of the respondents are mostly satisfy with their product and service, 16 percent of the

respondents are more satisfy with their product and service .

CHART: NO: 9

36


Respondents

Never 0 0

Usually 8 8

Mostly 76 76

Always 16 16

Total 100 100


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CUSTOMERS OPINION ABOUT THE IMPROVMENTS IN PRODUCT AND

SERVICE ACCORDING TO THEIR SPECIFIC NEED

0

8

76

16

0

10

20

30

40

50

60

70

80

P

ercentage


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TABLE: NO: 10

OPINION ABOUT COURTESY AND RESPECT

INTERPRETATION:


percent of the respondents are sometimes satisfied with their hospitality, 73 percent of the

respondents are mostly satisfy with their hospitality, 21 percent of the respondents are

more satisfy with their hospitality.

CHART: NO: 10

OPINION ABOUT COURTESY AND RESPECT

38


Respondents

Never 0 0

Sometime 6 6

Mostly 73 73

Always 21 21

Total 100 100


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0

6

73

21

0

10

20

30

40

50

60

70

80

Percentage

Never Sometime Mostly Always

TABLE: NO: 11

CUSTOMERS OPINION ON CONTACTING WITH DEALING OFFICER

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INTERPRETATION:From the above table it reveals that out of total number of the respondents, 54

percent of the respondents never feel difficult to contact the dealing management.34

percent of the respondents sometimes feel difficult to contact the dealing management.

12 percent of the respondents are mostly feel difficult to contact the dealing management.

CHART: NO: 11

CUSTOMERS OPINION ON CONTACTING WITH DEALING OFFICER

40


Respondents

Never 54 54

Sometime 34 34

Mostly 12 12

Always 0 0

Total 100 100


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54

34

12

0

0

10

20

30

40

50

60

Percentage


TABLE: NO: 12

CUSTOMERS OPINION ON PRODUCT DIFFERENCES DO THEY DISCUSSED

AND RESOLVED?

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INTERPRETATION:

From the above table it reveals that out of total number of the respondents,74

percent of the respondents never feel differences in their product.22 percent of the

respondents sometimes feel differences and they resolved. 4 percent of the respondents

are mostly feel differences and they too resolved.

CHART: NO: 12CUSTOMERS OPINION ON PRODUCT DIFFERENCES DO THEY DISCUSSED

AND RESOLVED?

42


Respondents

Never 74 74

Sometime 22 22

Mostly 4 4

Always 0 0

Total 100 100


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74

22

40

0

10

20

30

40

50

60

70

80

Percentage


TABLE: NO: 13

CUSTOMERS OPINION ON THE DISCUSSION OF FUTURE PROJECTS

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INTERPRETATION:

From the above table it reveals that out of total number of the respondents,8

percent of the respondents sometimes feel the company discuss their future plan.78

percent of the respondents mostly feel discussed by the company with their future plans.

18 percent of the respondents are always feel the company discuss their future plan.

CHAPTER 5

5.1 FINDINGS:

44


Respondents

Never 0 0

Sometime 4 4

Mostly 78 78

Always 18 18

Total 100 100


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74 percent of the customers are agree with the equipments and infrastructure in

Vishal Precision Products.

82 percent of the customers are agree with the technology used in Vishal

Precision Products.

70 percent of the customers are agree with committed manpower in Vishal

Precision Products.

80 percent of the customers are satisfied with the competitive prices.

74 percent of the customers are mostly satisfied about the quality of the product.

71 percent of the customers are mostly satisfied with the promptness of delivery.

78 percent of the customers are mostly satisfied with the documents and systems

provided in terms of specification given by the customers.

76 percent of the customers are mostly satisfied with the performance of product

and service.

73 percent of the customers are treated with courtesy and respect

78 percent of the customers feel that the company discusses the future project

with them.

5.2 SUGGESTIONS:

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The quality of the product can be improved further.

The company may improve the quality of the technical information

provided to customers.

Company can act more prompt in delivery of the product.

The company can act more responsible and polite towards

customers enquiry.

The company should improve their on time delivery by

implementing JIT in their process.

5.3 CONCLUSION:

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In the ending note of my research study I am confident to say that the study gave

me the opportunity for analyzing the customer satisfaction of Vishal Precision Products

pvt ltd. This particular study helped me a lot to prepare a questionnaire with a clear cut

objective. The study is indented to get the response from Vishal Precisions customers

and how for the customers are satisfied with the product and its services. After analyzing

and interpretation I came forward with some precise suggestions and recommendations

which if implemented by the organization helps them to strengthen their position among

moulds manufacturing. The study has given me a lot of exposures like meeting various

people, and I have understood how a research study is to be conducted and prepare a

comprehensive report so on and so forth.

QUESTIONNAIRE:

CUSTOMER SATISFACTION SURVEY:

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CUSTOMER / COMPANY DETAILS:

1. The customer/ company name:

2. Address of the customer/ company:

3. Contact person:

4. Contact no/ mail id:

5. Contact person designation/ department:

CAPABILITY AND COMPETANCE

[ please tick the relevant box which you find most correct ]

6. Vishal Precision has the necessary equipment and infrastructure to meet your

needs

Agree Strongly agree Dis-Agree Strongly Dis-agree

Neutral

7. Vishal Precision has the technology required to excel in their field


Neutral

8. Vishal Precision has trained and committed manpower

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Neutral

COMPETITIVENESS:

9. Are Vishal Precision prices competitive?

Yes No

If No, mention the reason

10. Vishal Precision meet your complete requirements?

Yes No

If No, mention the reason

PERFORMANCE

11. Product manufactured by Vishal Precision meet your quality

Requirements


12. Vishal Precision delivers the product on time


13. Vishal Precision adhere to necessary documentation and systems in terms of

specification given by the customers


14. Vishal Precision makes improvement in product and service according to

The specific needs


TREATMENT

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15. Are you treated with courtesy and respect


16. Is it difficult to contact dealing officer?


17. Are differences discussed and resolved


18. The company discusses their plans on future projects with you


SYSTEMS

19. What do you consider Vishal Precisions

Key strength:

Critical weakness:

20. Please give us your suggestions for improvements you would like to see in

Vishal Precision:

THANKS FOR SPENDING YOUR TIME

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BIBLIOGRAPHY:

1. MARKETING RESEARCH AAKER, KUMAR, DAY, SEVENTH EDITION.

2. RESEARCH METHODOLOGY METHODS AND TECHNIQUES

C.R.KOTHARI, SECOND EDITION.

3. MARKETING MANAGEMENT- PHILIP KOTLER , MILLENIUM EDITION.

4. MARKETING RESEARCH KINNEAR AND TAYLOR TATA MCGRAW -

HILL EDITION. MILLENIUM EDITION

WEBSITES:

www.vishalprecision.com
http://www.vishalprecision.com/http://www.vishalprecision.com/

customer satisfaction analysis project

Documents