hero honda phoenix

INTRODUCTION

The Legend of Hero Honda was started as a joint venture between Hero groups, the

world’s largest bicycle manufactures and the Honda motor company of Japan has today

become the world’s single largest two wheeler company. Coming into existence on

January 19,1984 Hero Honda motors limited gave India nothing less than a revolution

on two-wheels, made even more famous by the ‘Fill it –Shut it Forget it’ campaign.

Driven by the trust of over 5 million customers, the Hero Honda product range today

commands a market share of 48% making it a veritable giant in the industry. Add to that

technological excellence, an expansive dealer network, and reliable after sales service,

and you have one of the most customer-friendly companies.

Customer satisfaction, a high quality product, the strength of Hero technology and the

Hero group’s dynamism have helped HHML scale new frontiers and exceed limits. In

the words of Mr. Brijmohan Lall Munjal , the Chairman and Managing Director, “we will

continue to make every effort required for the development of the motorcycle industry,

through new product development, technological innovation, and investment in

equipment and facilities and through and efficient management.”

Today Hero Honda has managed to achieve indigenization of over 95 percent, a

Honda record worldwide. Hero Honda is at present the largest-selling Indian motorcycle

and the most fuel-efficient in its category – the outcome of Hero Group’s foresight and

another classic example of how the Group strives to provide the customer with

excellence satisfaction.

Hero Honda became the first company to introduce four-stroke motorcycle and set the

standards for fuel efficiency, pollution control and quality. It has an excellent distribution

and service network spread throughout the country, Hero Honda is the market leader in

motor cycles, with sales over 2 million motorcycles and a strong market share of 48%

during 2003-04.

OBJECTIVES

Primary Objective:

To know the level of customer satisfaction towards Hero Honda two wheelers.

To find out behavior of customer and their preference to various attributes of choice criteria such as style, price, brand, image, after sales service etc.

To know the influence of promotional activities towards 2- wheelers from customers,

Secondary Objective:

To find the reasons for the dissatisfaction.

To know the effective factors for the preferring 2- wheeler vehicles.

To know the awareness of the 2- wheeler vehicles,

To know the reasons for the change of 2 – wheelers,

To find the area to be improved,

IMPORTANCE, NEED AND SCOPE

NEED

Most marketers see the goal of marketing as those of maximizing not consumption but

customer satisfaction every company exist because they produce goods or services as

required by the customer. So it is very important that these which the company

produces should satisfy the needs of customers.

SCOPE

Hero Honda Motors Ltd., Warrants all its motorcycle manufactured / assembled in

Dharuhera Plant and Gurgaon plant, distributed in India and sold through its authorized

dealers to be free, under normal use and condition.

REAEARCH METHODOLOGY:

MARKETING RESEARCH:

Definition of marketing research as approved as by the board of directors of the

association of American marketing association is:

“Marketing research is the function which links the customer and public to the marketer

through information – information used to identify and define marketing opportunities

and problems generate define and understanding of marketing as process”.

Simply, marketing research is the systematic design collection analysis and reporin of

data finding relevant to a specific marketing situation facing the company. Carefully

planning through all stages of the research is a necessary.

Objectivity in research is all – important. The heart of scientific method is the objective

gathering of the information.

The function as marketing research with in the company as to provide the information

and analytical necessary for effective,

Planning of the future marketing activity.

Control of the marketing operation in the present.

Evolution of marketing results.

A research may under take any of the three types of research investigations depending

upon the problem. This type of research included:

Basic research

Applied research

Designated fact gathering

BASIC RESEARCH:

It is also know as the pure fundamental research, which refers to those studies, sole

purpose of which is the discovery of new information. It is conducted to extend the

horizons on given area of knowledge with no immediate application to existing problems

APPLIED RESEARCH

It is attempt to apply the various marketing technique, which have been developed as

research, first and later on they become applied research techniques. It is on attempt to

apply the basic principles and existing knowledge for the purpose of solving operational

problems.

DESIGNATED FACT GATHERING:

It refer to a research where the investigation attempts to gather some pre-determined

data

STEPS IN MARKETING RESEARCH:

Marketing research process can be out through following steps

Define the problems and research objectives Develops the research plan Collect

the information - Analysis and interpretation - present the finding

DEFINE THEPROBLEMS AND OBJECTIVES:

In the real sense, this step is heart of research process. This is the first step, which calls

for the marketing manages and marketing research to define the problem carefully and

agree on the research objectives.

Statements of objectives.

Setting hypothesis.

RESEARCH PLAN DEVELOPMENT:

The second step calls for development the most efficient plan for gathering the needed

information. Not to forgets the cost of research the marketing manager must estimate

process or value of research the marketing manager must estimate before its approval

research plan calls for decisions.

DATA SOURCE:

Primary data to be collected for specific purpose.

Secondary data collected for another purpose and already exiting somewhere.

RESEARCH APPROVES:

Primary data can be collected in four ways.

Observational research

Focus group research

Survey research

Experimental research

RESEARCH INSTRUMENTS:

Marketing researches can use questionnaire I collecting of primary data. Because of

flexibility, questionnaire is by far the most common instrument used to collect data.

SAMPLING PLAN:

This plan calls for there aspects:

Define the sampling unit

Decide the sample size

Decide the sampling procedure whether to use probability or non – probability sampling

methods.

CONTACT METHOD:

Once the sampling plan has been determined, the researcher has to decide how the

subject is contacted. The choices are mail, telephone or personal interviews.

COLLECTION OF INFORMATION:

Data collection phase is generally the most expensive and the most phased to error.

Carry out the field work, collect using the instrument, adjust the problems, replaced,

refusal to coorperate, biased or dishonest answers.

ANALYSIS AND INTERPRETATION:

The next is to extract pertinent findings from the collected data. The researcher edits,

codes, tabulate the collected data.

PRESENTATION OF FINDINGS:

As the last step in marketing research, the researches present the findings. The

researchers have to arrange the researched result according to an approved reporting

format, get the reported typed and bound, present the copies of report to the concerned

authorities.

RESEARCH METHODOLOGIES/DESIGN:

The methodology adopted for eliciting the data required for the study was survey

method. It is overall pattern of framework of the project that will dictate as to what

information is to be collected, from which sources and by what procedures.

RESEARCH METHOD:

It must be classified on the basis of the major purpose of the investigation. In this

problem, description studies have been undertaken, as the objective of the project is to

conduct the market shares study to determine the share of market received by the

company and the competitor.

DATA COLLECTION:

The information needed to further proceed had been collected through primary and

secondary data.

PRIMARY DATA:

It consist of information collected for the specific purpose, survey research was used

and the all the details of Hero Honda and their competitors were contracted. Survey

research is the approach gathering and information.

CONTACTED METHOD:

The information was solicited by administering structured questionnaire to the customer

and dealers, thus getting thus to know directly from the dealers their sales before and

after sales service.

SECONDARY COLLECTION:

The secondary data consist of information that already existing somewhere having been

collected for another purpose. Any researcher begins the research work by first going

through secondary data. Secondary data includes the information available with the

company. It may be the finding of research previously done in the field. Secondary data

can also be collected from the magazines, newspapers, internet other service

conducted by researcher.

METHODS OF DATA COLLECTION:

The basic method adopted in conducting the study is a structured questionnaire.

Questionnaire is administered on the sample respondents.

How ever there are certain cases where personal interactive method is followed with

customers to find how the satisfaction level

LIMITATIONS

The Observation is there with in specific time i.e., 6 weeks.

The study had carried on with a sample size of 100 only.

The data given by of the respondents are not accurate due to the

lack of time.

There is possibility of casual or careless answers by the

respondent.

ORGANIZATION PROFILE

PRODUCT PROFILE

HERO GROUP

Hero, a name synonymous with two wheeler in India, began its journey around four

decades ago. Starting as a manufacturer of bicycle components, Hero has today grown

into a multi-unit, multi-product, geographically diversified group of companies. Like

every success story, Hero’s saga contains an element of spirit and meticulous planning.

The Hero Honda Group began wit a simple philosophy: to provide excellent

transportation on the common man, at a price he could easily afford. Its Is this spirit,

which drives Hero even today; the dream of providing total satisfaction in all its spheres

or activity. To customers, in excellent products at an affordable price: to employees, in a

fine quality or life and to business associates, in a total sense of belonging. Through

opportunities, and marketing mix sensitive to changing customer needs, from the core

of Hero’s marketing strategy and philosophy.

Hero is also the largest manufacturer of 100cc motorcycle in India, and has a

substantial presence in mopeds and auto-ancillaries.

The search for excellence led to the creation of several companies by the Hero Group.

Companies that maintained the ethos of perfect quality, which helped Group, attain its

global stature and self-reliance in the entire manufacturing process. Keeping the wheels

of progress turning are the individual companies of the Hero Group. Each an

independent profit centers. Each a success story in its own right. The two wheeler

division of the Hero Group has already networked more than 3,500 dealer outlets, each

with its complement of trained mechanics and workers.

Dealer Network

Hero Honda is having a network of 575 dealership-cum-service points (including 400

dealership) across the country.

The level of investment in an automated Hero Honda service station is expected to be

around Rs 10 lakh, part from land and building.

No dealer has any problem is expanding business. They have tied up with Citibank and

Centurion to provide bill discounting through dealers Customer Finance: In order to

focus on organized customer financing, Hero Honda tied up with Tata Finance. This is

Hero Honda’s second tie-up following Centurion, which is accounting for around 3,000

bikes a month through 100 dealership.

They got a good internal rate (based on IRM)), which is standard across the country.

These finance companies bring refreshingly customer-friendly focus to organization

With Tata Finance, Hero Honda reach will be extended to over 150 dealership.

Also, Tata Finance is expected to add 2,000 bikes a month. Presently, consume

financing, including non –organized financing, contributes around 20,000 bikes Hero

Honda bike a month. Gauging Customer: Hero Honda is chalking out a customer

relationship program, which is expected to be established in the next three years. The

program will initially attempt at building relationship with Hero Honda will also

commission CSMM to undertake customer satisfaction survey across 25 cities. The Rs

25-lakh project is y far Hero-Honda most ambitious following an IMRB study two years

ago.

MISSION STATEMENT

Hero Honda is continuously striving for synergy between technology, systems, and

human resources to provide products and services that meet quality, performance, and

price aspirations of our customers. While doing so, we maintain the highest standards of

ethics and societal responsibilities going to take company to excellence in the new

millennium.

PRODUCTS & SERVICES

Products

Pleasure

Cbz

Splender

Splender plus

Cd 100

Cd dawn

Passion

Passion plus

Karizma

Amition

Super splender

Cd deluxe

Hunk

Service

Constant endeavourer is to support the company’s mandate of providing highest level of

customer satisfaction by taking CARE of motor cycle service & maintenance through

vast network of more than 1000 committed dealers & service outlets spread across the

country State-of-the-art authorized workshop have well laid out standards for motorcycle

servicing supported by fully equipped infrastructure in terms of quality precision

instruments, pneumatic tools & a team of highly trained service technicians. Having

motorcycle serviced at an authorized workshop ensures highest standards of service

quality and reliability.

Management Profile

Chairman : Mr. Brijmohan Lall Munjal

Managing Director : Mr. Pawan Munjal

Joint Managing Director : Mr. Miki Yamamoto

Whole Time Director : Mr. Shinichi Nakayama

Director : Mr. Satyanand Munjal

Director : Mr. Om Prakesh Munjal

Director : Mr. Koji Nakezono

Director : Mr. S P Virmani

Director : Mr. N N Vohra

Director : Mr. Pradeep Dinodia

Director : Gen (Retd) V P Malik

Director : Mr. Analjiy Singh

Director : Mr. Pritam Singh

Director : Mr. Vijay Laxman Kelkar

Director : Ms. Shabhana Bharthi

Growth And Development Of The Company:

The growth chart says it all. Barely five years ago, Hero Honda was selling just

about 2,68000 bikes per year. The number has since grown more than five-fold,

catapulting the company to not only the number one position of the number one tw-

wheeler company in the world with sales of 14,25,302 units in the fiscal ended March

2002. The company currently has a market share staggering 47 per cent of the

motorcycle segment and 35 per cent of the two-wheeler market.

It was not easy though as the Indian market from the very beginning had several well-

entrenched players such as Bajaj and Yamaha. However , Hero Honda(an 18-year old,

26:26 partnership between Japan’s Honda Motor Co. and Hero Group) had an edge not

only because of the transfer of cutting-edge technology from Honda Motors, but, owing

to Hero Cycles ( the world’s largest cycle manufacturer), the company’s distribution

network was well in place.

Also, it was in the Nineties that the attitude towards bikes started undergoing a change

and there was a perceptible shift away from scooters, People started realizing theat

motor cycles were not all that heavy or dangerous. At the same time, very little

“newness”

Was being offered in scooters, especially in terms of style, power and fuel efficiency.

Thereby, there was a shift towards bikes due to rational,emotional and aspirational

reasons.”

The computers has a large portfolio of brands, with the money-spinners being mainly

Splendor(the world’s largest selling bike)and passion.However, the company claims it

was the launch of the 150cc CBZ which established Hero Honda as an aspirational

brand.

“The launch of CBZ got us into a different league altogether. Although the sales are just

about 3,000 a month, it made us an overall bike company.

However, it has not been smooth sailing for Hero Honda. There have been some

hiccups too. For example, though the company claims that sales for splendor cut across

a wide spectrum of people,

Hero Honda for long did not have a bike which focused on the entry level-segment of

the market. It did launch joy last year for the company segment , which did not get a

very positive response.

There was tow reasons for this. First, being an entry-level product it was over priced by

about Rs 1,000. Aslo, that was the time Bajaj launched its boxes prices at Rs 29,900

making matters worse.

However, Hero Honda was quick to make amends. It phased out joy in less than a

year, and launched Dawn as an entry-level bike. “We priced it right and we belive that it

will be the 21 st century CD-100 for us. Dawn has received a great response and has

sold 10,000 pieces in the second month itself. Meanwhile , the company may also

phase out the CD-100(popular during the 1985-1995 periods) at a later stage and

replace it with Dawn. In 1999, Hero Honda conducted the largest research on two-

wheelers in the country covering 50,000 households, which helped the company in

drawing out its strategy. The research helped us gauge customer preferences and

demand. It also gave us an estimate of demand for bikes vis-à-vis scooters. Hero

Honda has conducted a follow-up to the research this year covering an even larger

spectrum of people with an emphasis on the rural market. Although the results of the

survey are still being complied, it clearly shows that demand for bikes in Indian market.I

fact, as per estimates, demand for bikes continue growing in double figures in the

coming years.

The company’s marketing and promotional strategy too had a significant role to play in

its success. Hero Honda’s customers at a nominal price of Rs 95 for three years.

The benefits include a Rs 1lakh accident insurance points on free service, prizes and

tickets for ecents, among other things. It already 500,000 members registered and

hopes to cross a million in the coming year. Hero Honda is also working on a setting up

a call center this year to take care of things such as reminding customers about when

their vehicle’s service is due and about schemes from the company, among other

things.

Meanwhile, Hero Honda will keep up its promotional activities with emphasis on cricket

and entertainment. The company claims that its Desh Ki Dhadkan campaign brand

ambassadors Saurav Ganguly and Hrithik Roshan has received a very ood response

and helped build the company’s image. Last year, the company spent around Rs 90

crores on advertising and marketing .Its aim is to proactively and consistently deliver

value to the customer.

For instance, they recently gave Rs 1,001 off across all around models. They are giving

back to the customer after becoming successful. Most companies give discounts only

when their products are not doing too well. Another reason could be the cut-throat

competition in the segment with heavyweight competitors such as Bajaj, Kinetic, and

TVS. There is lots of competition in the segment, especially from Bajaj. But the reason

for Hero Honda’s success is that they are customer- focused while other companies

such as Bajaj tend to be more competitor-focused.

However, industry analysts say competition has been hitting the company significantly

over the past year. Hero Honda has only one 100cc engine powering almost all its

models (including the CD-100, the Splendor, Passion, Dawn, CD,-100ss.).Meanwhile

the market for the 100cc+ segment, especially the 100cc<147.1.0>segment, has been

growing quickly and there are already 5-6 bikes form competing companies in the 110cc

segment, but surprisingly none yet form Hero Honda Further ,Bajaj too with a series of

successful launches is growing quickly in various segments.

Hero Honda has also lost market share from 50m per cent in September 2001 to 46.5 in

April 2002.

However having become the word’s largest, what will be the way forward for the

company? The focus now will be on maintaining the speed and the status in the market.

There are plan new product launches and a third plant coming up soon which take the

capacity beyond the current two million per annum. The company is planning to launch

two new bikes soon- one towards the middle of the current year while the other one will

be launched in the beginning of next year.

The bikes are expected to have a capacity of 100cc-150cc and above 150cc

respectively.

Other launches may include a foray in to the scooter segment and may be even a two-

wheeler targeted at women, They are seriously studying a foray into scooter. Even

though the segment has declined, it’s not doing badly in absolute terms. For instance,

Honda Motorcycle and scooter India Ltd (HMSI) sells about 10,000 scooters a month in

India.

There are challenges ahead too for the company, The Hero group’s agreement with

Honda ends in 2004 after which HMSI will be free to launch its own Motorcycles in

India They are confident that we will continue getting technology fro Honda. Honda ,for

its part has also made similar statements.

However, industry analysts do have doubts, Says an industry analyst, Honda’s Track

record in India does lead to some apprehensions. An analysis of Honda’s past tie-ups in

India would prove so. For instance, Honda exited the joint venture with kinetic by selling

its stake to the promoters and launched a replica of Kinetic Honda’s scooter without

gear, its 60:40 ventures group for gensets ended it bought out Shriram’s stake. This

does throw up some questions with regards to path ahead for Hero Honda. These

examples prove that Honda has always wanted to have its

own entity.

Nevertheless, Hero Honda is hoping the best. They will find a mechanism for peaceful

co-existence. Nothing will be done to undermine Hero Honda, the stake re simply too

big.

SALES PERFORMANCE

Hero Honda, the ‘World No.1’ two wheeler company, has begun the New Year with a

leap! While the company sold 1,95,982 motorcycle in January , the retails are expected

to be more than 2- lakh motorcycles. This is third instance in the last four months when

the company has come close to, or exceeded the 2- lakh- motorcycle mark. The

Company achieved a solid growth of 35% as compared with sales record during

January 2003.The cumulative sales of the company for the period April 2003- January

2004 are 16,73,421

Motorcycles, a notable jump from 14,27,052 units sales achieved during the

corresponding period last year (April 2002-January 2003).This reflects a growth of 17%

in the cumulative sales of the company.

Following the highly successful launches in the past few months, Hero Honda has just

strengthened its premium segment range with the launch of Ambition 135.

It is a n ideal model for customers wanting a combination. Ambition 135 has a styling

which is very close to CBZ. It Contemporary style and power, with good fuel efficiency,

provides the customers a great blend of style and power, Repeating the success, Hero

Honda, the ‘World No.1’ Two wheeler company, has sold over 2 lakh motorcycle units a

month, for two consecutive months. Hero Honda sold 2,04,533 units in November,

registering a superb growth of 26%. The success has been well spread across all major

motorcycle segments.

The Splendor+ and Passion Plus duo together consolidated the company’s leadership

in the executive segment, launched in mid- April 2003, CD Dawn cemented in

leadership in the entry segment. CD Dawn is now the second highest selling motorcycle

model in the country, after the Hero Honda Splendor. The company had sold 2,07,472

units in October 2003, as against 1,65,066 units sold during 2002, registering a string

growth of 26%. Hero Honda Motor Ltd., the country’s largest two-wheeler maker,

finished the year 2002-03 with total sales of 1,677,5354 units; a growth of 18% over last

year’s sale of 1,425,302 motorcycles. For the month of March2003, the company posted

sales of 115,722 motorcycles compared to 135,464 in March 2002. As reported earlier,

the economic slowdown, as a consequent of drought in certain parts of the country, and

low agricultural production, affected the demand for a whole durables including

motorcycles. Lack of clarity on VAT issues also impacted sales.

The company achieved a significant landmark in exceeding its sales turnover

target of Rs. 5000 crore during the year, up form Rs. 4539.49 crore in the previous year.

Environment policy

We at Hero Honda are committed to demonstrate excellence in our environment

performance a continual basis, as an intrinsic element of our corporate philosophy.

Integrate environmental attributes and cleaner production in all our business processes

and particles with specific consideration to substitution of hazardous chemicals, where

viable and strengthen the greening of supply chain.

Continue product innovations to improve environmental compatibility.

Comply with all applicable environmental legislation and also controlling our

environmental discharges through the principles of “alara” (as low reasonably

achievable).

Institutionalize resource conservation, in particular, in the areas of oil, water, electrical

energy, paints and chemicals.

Enhance environmental awareness of our employees and dealer / vendors, while

promoting their involvement in ensuring sound environmental management.

CORPORATE SOCIAL RESPONSIBILITY (CSR)

STAKEHOLDER TIES AT THE GRASSROOTS:

Hero Honda Motors takes considerable pride in its stake holder relationship , especially

ones developed at the grassroots. The company believes it has managed to bring an

economically and socially backward region in Dharuhera, Haryana, into the national

economic mainstream.

An Integrated Rural Development Centre has been set up on 40 acres of land along the

Delhi – Jaipur Highway. The Centre – complete with wide approach roads, clean water,

and community.

The foundation has adopted various villages located within vicinity of the Hero Honda

factory at Dharuhera for integrated rural development. This includes:

Installation of deep bore hand pumps to provide clean drinking water.

Constructing metalled roads and connecting these villages to the National Highway

(NH-8)

Renovating primary school buildings and providing hygienic water and toilet facilities.

Ensuring a proper drainage system at each of these village to prevent water – logging .

Promoting non – conventional sources of energy by providing a 50% subsidy on biogas

plants.

Other key projects taken up by the foundation include:

The Raman Munjal Vidya Mandir began with three classes (up to class II) and 55

students from nearby areas. It has now grown into a modern senior secondary,

CBSE affiliated co – educational school with over 1200 students and 61 teachers.

The school has a spacious playground, and ultra – modern laboratory, a well –

equipped audio visual room, an activity room, a well – stocked library and a

computer centre.

Multi – specialty hospital equipped with the latest diagnostic and surgical

technology. The Raman Munjal Memorial Hospital provides healthcare to the rural

population in and around

Dharuhera, and also caters to accident and trauma victims driving along the Delhi

– Jaipur highway.

Raman Munjal Sports Complex

The Raman Munjal Sports Complex has basketball courts, volleyball courts, and hockey

and football grounds are used by the local villagers. In the near future, sports

academics are planned for volley ball and basket ball, in collaboration with National

Sports Authority of India.

Vocational Training Centre

In order to help local rural people, especially women, Hero Honda has set up a

vocational Training Centre. So far 26 batches comprising of nearly 625 women trained

in tailoring embroidery and kitting. The company has helped women trained at this

center to set up a production unit to stitch uniforms for Hero Honda employees.

Interestingly, most of the women are now self – employed.

Adult Literacy Mission

This scheme was launched on 21st September, 1999, covering nearby villages of

Malpura, Kapriwas and Sidhrawali. The project started with a modest enrollment of 36

adults. Hero Honda is now in the process of impairing Adult Literacy Capsules to

another 100 adults by getting vullage heads and other prominent villagers to motivate

illiterate adults.

Marriages of underprivileged girls:

Marriages are organized from time to time, particularly for girls from backwards classes,

by the Foundation by providing financial help and other support to the families.

Rural Health Care:

Besides setting up a modern hospital, the foundation also regularly provides doorstep

health care services to the local community. Free health care and medical camps are

now a regular feature in the Hero Group’s community outreach program.

MILESTONES

2005

Winner of the Review 200- Asia’s Leading Company Award (3rd Rank amongst the top

10 Indian Companies)

Most Respected Company in Automobile Sector by Business World

Bike Maker of the year Overdrive Magazine ]

2004

Bike Maker of the year by Overdrive Magazine

Winner of the review 200-Asia’s Leading Companies Award (4th Rank amongst top 10

Indian Companies)

Sponsored ‘Hero Honda Masters Golf Championship’

Dawn model introduced

Entrepreneur of the Year Award conferred upon the Chairman, Mr. Brijmohan Lall by

Business Standard

Company of the year for corporate Excellence by the Economic Times

Ambition model introduced

Giants International Award to the Chairman, Mr. Brijmohan Lall in the filed of Business

& Industry

Appointed Virender Shewag, Mohammad Kaif, Yuvraj Singh, Hrbajan Singh and Zheer

Khan as Brand Ambassadors

Business Leadership Award conferred upon the Chairman, Mr. Brijmohan Lall by

Madras Management Association

Mr. Pawan Munjal , Managing Director of Hero Honda Motors Ltd. Appointed as the

Chairman of Asian PGA Tour Board of a Directors

Sponsored ‘Second Indian Television Academy Award’

2001

Bike Maker of the year by Overdrive Magazine

Winner of the review 200 – Asia’s Leading Companies Award (9 th Rank amongst top 10)

Indian Companies)

Passion model introduced

Achieved OM- Million production in one single year

Joy Model launched

Entrepreneur of the year Award conferred upon the Chairman, Mr. Brijmohan Lall by

Ernst & Young

50,00,000th Bike produced

‘Three Leaves Award for Environment’ to Hero Honda by Centre for social &

Environment Green Rating Project.

Sponsored ‘21st Cinema Express Award’

Sponsored ‘India-England Test Series’

Sponsored ‘First Indian Television Academy.

2000

Sponsored ‘Hero Honda NKP Slave Challenger Trophy’

Sponsored ‘Stardust Hero Honda Millennium Honours Award’

Sponsored ‘Hero Honda Masters Golf Championship’

Appointed Sourav Gnaguly & Hrithik Roshan as Brand Ambassadors

Environment Performance Award to Hero Honda Dharuhera plant by Haryana State

Pollution control board

Environment management system of gurgaon plant certified ISO-14001 by DNV Holland

4,000,000th motorcycle produced

Sponsored ‘20th Cinema express award’

Splendor declared World No. 1- largest selling single two-wheeler model

Passport program-customer relation program launched

Sir Jehangir Ghandy Medal for industrial peace conferred upon the chairman, Mr.

Brijmohan Lall by XLRI, Jamshedpur

1999


CBZ model launched

Sponsored ‘7th World Cup tournament’ at England

Environment management system of dharuhera plant certified with ISO 14001 by DNV

Holland

Raman munjal memorial hospital inaugurated

Sponsored ‘Hero Honda masters Golf Championship’

Suhana safar-customer relation program launched

30,00,000th motorcycle produced in December

Best productivity award for the best performance in automobile & tractor sector by

national productivity council presented by vice president of India.

1998


Hero Honda masters golf championship

Business leader of the year conferred upon the chairman, Mr. Brijmohan Lall by

business baron

1997


Street model introduced

Foundation stone of Raman Mumjal Vikas Kendra foundation stone laid by chief

minister of Haryana

Gurgaon plant inaugurated by Honda president

Sponsored 6th women world cup tournament

Distinguished entrepreneurship award conferred upon the chairman Mr. Brijmohan lall

by PHD chamber of commerce & industry

1200 motorcycle per day production started

1996

Hero Honda becomes first company to serve army, navy & air force with its 100cc

motorcycles


1995


National award for outstanding contribution to the development of Indian small scale

industry (NSIC award-presented by president of India)

The analyst award 1995 presented to Hero Honda Motors Limited on being ranked 9 th

amongst the most investor rewarding companies in India.

1994

Splendor model introduced


The businessman of the year award is conferred upon the chairman Mr. Brijmoham Lall

– by business India group of Publications

1993

750,000th motorcycle produced

Sponsored Hero Honda Group-five Nations cricket tournament

1992

A school named Raman kant Vidya Mandir inaugurated imn memory of the first

managing director of Hero Honda Motors Limited

1991


CD 100SS model introduced

Mobile service Workshop launched

Economic times – Harvard business school award for excellent governance to Hero

Honda Motors Ltd.,

Hero Honda moved into India’s Top 100 companies – ranked 87

1990


Pegasus award from readers digest for campaigning ‘One Litre Road’

1989

Sleek model introduced


1988

Hero Honda family club formed at Gurgaon


1987

Engine plant started


1986

Quality circles launched

1985

First motorcycle (model CD 100) produced

200 motorcycles per day production

1984

Company incorporated

Technical collaboration signed

Foundation stone laid

1983

Joint collaboration agreement with Honda Motorcycle Co. ltd. Japan signed

Shareholders agreements signed

2006

Hero Honda is the world No 1 for the 5th year in a row KEY PLOICIES

COMPANY PROFILE

PHOENIX MOTORS Pvt Ltd., is one of the biggest Hero Honda show rooms in the

state. PHOENIX MOTORS Pvt Ltd., Was established on 21st march 2003 as Hero

Honda authorized dealer. Mrs. Madhumathi is the Managing Director of the company.

PHOENIX MOTORS Pvt Ltd., is selling around 850 vehicles per month and around 120

employees are working in the company. Marketing and sales department has one

Marketing Manager, four Marketing Executives and 12 members’ sales team.

PHOENIX MOTORS Pvt Ltd. has a huge automated workshop for servicing of the

vehicles. Daily around 100 vehicles are serviced and repaired in the servicing center.

Workshop has one manager, four member Tech supervisors and skilled mechanics.

PHOENIX MOTORS Pvt Ltd. Had linked with HDFC, ICICI and Central Banks to

finance the customers who wish to buy the vehicles in finance.

INTRODUCTION & BRIEFING ABOUT THE TOPIC

CUSTOMER SATISFACTION

Many organizations have not got a clue about the customers perceive the goods and

services they supply. Customer’s attitude to be that so long as people “buy” their

products then the products must be accepted.

Firstly, customer may buy a given product of services simply because there is no other

option and they would prefer to purchase what you are offering them to go out

altogether.

Secondly, the fact that a product or services may be accepted does not mean that it will

continue to sell. Competitors may see opportunities, customer expectations may change

customer tastes may move on. If standards don’t rise and service evolve and then

download sales will appear.

A worse situation arises when the organizations haven’t got a clue of the customer’s

perceptions but think they have. Another situation is when the organization don’t have

clue of their customers perception and don’t care either the org may believe that it is in

a monopoly situation and its customers can’t go else where. Sometimes organizations

believe that it know best what customer should want and therefore supply them with a

centrally designed product.

If resultant product or service has defects, then it is perceived to be a problem for the

customer. Some orgs solicit customer feed back or it way whether they like it or not and

then do nothing about it.

Finally we come to the point where we realize how important customer feed back is in

the case of organizations, which helps the orgs to determine how efficiently it is solving

the customer and determine customer satisfaction. This feed back answers the

following questions to find out.

Who are your customers?

Where are they likely to be your customer?

What does your customer want?

How does your customer fell?

What does your customer think?

How can you make your customer feel valued?

What sort of initiatives would your customers appreciate?

What can you do keep your customers?

How can you give yourself a competitive advantage so as far as your customers are

concerned?

Now that we have spoken of customer satisfaction, let us define what it is:

According to Kotler “Customer satisfaction is the level of a person felt state resulting

from comparing a products perceived performance in relation to the person’s

expectations”.

Thus satisfaction levels are a function of the deference between the perceived

performance and expectation. A customer one of the three board levels of satisfaction

as follows.

If performance fails short of expectations customer if dissatisfied

If performance matches expectations/customer is satisfied.

If performance is grater then expectations customer is highly satisfied Pleased or

delighted.

Expectations of a buyer are formed on any of the following ways.

Buyer past experience.

Statements by friends

Associates

Marketer

Promise

Companies seeking to win in today’s markets track their customer’s expectations,

perceived company performance and customer satisfaction.

They must monitor the aspects of their competitors as well.

They key to customer retention is customer satisfaction a satisfied customer is one who:

Buy more and stays loyal, longer.

Buys additional products as the company introduces and upgrades products

Pays less attention to competing brands and advertisement

Fewer prices sensitive

Offers products or services, ideas to company

Costs less to serve the customers so transactions are routed

Thus a company would be wise to regularly measure customer satisfaction company

should enquiry from its recent buyers and determine how many are

Highly satisfied

Somewhat satisfied

Indifferent

Some what dissatisfied

Highly dissatisfied

It should find out the major factors in customer satisfaction and dissatisfaction and use

this information to improve its performance.

A customer oriented would track its customer satisfaction level each period and set

improvement goals for customer oriented company. Customer satisfaction is both a goal

as well as marketing tool. Companies that achieve high customer satisfaction rating

make sure that their target market know it; Companies can maximize customer

satisfaction in the following manner:

By lowering price or increasing its service (this may result in lower profile).The company

might be able to increase in profitability in other ways, such as improving manufacturer

or inverting more in research and development.

The company as many stock holders including employees, dealers and stock holders.

Spending more to increase customer satisfaction would direct funds from increasing

satisfaction of their partners.

Ultimately, the company must operate on the philosophy that it trying to deliver a high

level of customer satisfaction. Subject to delivering at least acceptable levels of

satisfaction to the other stockholders with in the constrains of its total resources. Here

we see that an org has to look n the above aspects before it really sets on the mission

of maximizing customer satisfaction.

Customer satisfaction is the extent to which a product perceived performance

marches buyer’s .Customer satisfaction with a purchase depends on how well products

performance lives up to the expectation. It is the key influence on future buying

behavior. Satisfied customers often switch expectations, the customers are highly

satisfied or delighted.

Smart companies aim to delight customers by promising only what they can

deliver, then delivering more than they promise. Highly satisfied customers produce

several benefits for the company. Satisfied customers are fewer prices sensitive. They

talk favorably to others about the company and its products and remain loyal for a

longer period. However, the relationship between customer satisfaction and loyalty

varies greatly across industries and competitive situations.

The interaction between expectation and actual product performance produces

satisfaction or dissatisfaction. Many marketers go beyond merely meeting the

expectations for customers they aim to delight the customers.A dissatisfied customer

responds differently. Where as on average a satisfied customer tells 3 people about the

good product experience, a dissatisfied customer gripes to 11 people . Therefore a

company would be wise to measure customer satisfaction regularly.

NEED AND GOAL FOR CUSTOMER SATISFACTION:

Most marketers see the goal of marketing as those of maximizing not consumption but

customer satisfaction every company exist because they produce goods or services as

required by the customer. So it is very important that these which the company

produces should satisfy the needs of customers.

FACTORS AFFECTING CUSTOMER SATISFACTION:

Sales support

Service support

Invoicing and toner supply

The principle objective of the study is to examine the improvement in customer

satisfaction.

To examine and analyses the reason for customer dissatisfaction if any and other

suggestions for improvement.To analyze the competitors services and their degree of

command in the market.

WHY CUSTOMER SATISFACTION:

Traditionally it was thought that keeping customers happy be achieved by producing

high quality products, where quality was defined by the company internal standards.

However, it is now recognized that a company’s competitiveness is jointly determined

by its external quality which is the customers own judgment of the products and

services of a company and internal quality

There is considerable evidence that satisfied customers are with positive perceptions

are loyal customers. That is they buy more, more often and are willing to any pay more

higher prices. Also to the extent that customers view the company’s performance as

being high quality. They may also recommend it to others. On the other hand,

dissatisfied customers are a powerful source of negative word of mouth.

Thus customer perceived quality an important determined of market share for a

company. Thus measuring and improving customer’s quality perceptions held achieved

the company’s objectives of increased profitability and market share.

It is essential to understand the dynamics of our relationship with our customers or

achieve or maintain out long term business success.

The company must therefore have reliable measure of customer satisfaction and

manage customer expectations. Companies world wide have used customer

satisfaction measurement as a strategic and tactical tool for bringing out change in

customer perceptions improvement in a day service delivery to great financial

advantage.

To maximize our business and maintain and lead over our competitors, we msut have a

committed customer base who will back that commitment with loyalty (both in buying in

our service centers).

This is what survey attempts at achieving.

THE FOUR FUNDAMENTALS OF CUSTOMER SATISFACTION:

A) VARIABLES RELATED TO THE PRODUCTS / SERVICE ITSELF:

What you actually do for customer is going to be the key determines of customer

perception. In this case we see that the design of the products /service is most

important. The design of product / service affects customer satisfaction in two ways.

The design sends a message to he customer about the orgs basic values especially

concerning the trade offs between cost and customer. Little is more damaging to

customer satisfaction than users perceiving that costs savings have been made a their

expenses.

Design can enhance or resist the orgs ability to keep customer happy during and often

the sales. A strong successful design increase confidence of front staff, which a poor

design makes them defensive, bad design places constraints on distribution channel

choice, it can also to the cost and difficulty in providing after sales support services.

B) VARIABLES RELATED TO SALES AND PROMOTION:

Three factors affect customer satisfaction area.

MESSAGE: That helps to share customer ideas about the product or service benefits

beore they have experienced them in use.

INTERMEDIARIES: Employee of the org to act on its behalf Ex: Brokers.

ATTITIDUES: Every one in the frontline roles.

Ex: Receptionist etc. like .

Courtesy and helpfulness

Level of technical knowledge

Are they interested in the needs of the customer or merely selling?

C) VARIABLES RELATED TO AFTER SALES:

This significant aspect with regard to after sales

Support services covering traditional after sales activity such as warranties, user

training etc.

Feedback and restitution – the way org handle complaints etc.

D) VARIABLES RELATED TO ORGANIZATION CULTURE:

This depends on the org if it behaves in maximizing customer satisfaction hereby paying

services to it. One of the must be careful to distinguish between formal and informal

aspects of separate culture in this regard. Formal values will be only meaningful if they

supported by the right informal culture and these develop over time.

Extent and manner of service management involvement

Degree to wish senior management practice leadership

Consistency with which customer care policies are implemented

Commitment of middle management

Existence of reward system

It is usually these informal values that determine that the true measure of orgs intention

towards its customer.

METHDODS OF TRACKING AND MEASURING CUSTOMER SATISFACTION:

COMPLAINTS SUGGESTIONS SYSTEM: A customer centered org would male it easy

for it’s customers to deliver suggestions and complaints e.g. installing suggestion boxes,

questionnaire.

CUSTOMER SATISFACTION SURVEY: A Company must not conclude that it can get

a full picture of customer suggestions system.

Responsive companies obtain direct measure of customer satisfaction by conducting

periodic surveys. They send questionnaire or make telephone calls to find out how they

feel about the rating aspects of the company’s performances. They will also solicit buyer

view on competitor’s performance.

GHOST SHOPPING: Another way to measure customer satisfaction is to hire persons

to pose as potential buyer’s to report their findings okay strong and weak point they

experienced in buying the company and competitor’s products. Managers can

themselves pose as shoppers and experience first hand, the treatment they receive as

customer.

LOST CUSTOMER ANALYSIS: A Company should contact customer, who have

stopped buying, or who have switched to another suppler to learn what happened. Not

only it is important to conduct exit interview but also to monitor the indication that the

company is falling to satisfy it customer

1). Occupation:

a) Student b) Employee c) Others

PARTICULARS PERCANTAGEstudents 41employees 32others 27

Interpretation:

Most of the customers using this product are

Students 41%, employees 32%, others 27%.

2.) Age:

a) 18-25 b) 25-30 c) 31-40 d)41-50

PARTICULARS PERCANTAGE18-21 5725-30 3231-40 841-50 3

Interpretation:

Most of the customers are between the age group 18-25. And next part of

customers belong to the group of 25-30

3. Which type of Hero Honda two wheelers you prefer ?

particulars percentage

splendor plus 55passion pro 5passion plus 25CBZ 15

Interpretation: 55% of the customer are preferring splendor plus bikes ,25 % are preferring passion plus bikes.

4. Since from how many years you are using the Hero Honda two wheeler ?

particularspercentage

0-2years 502-4years 204-6years 156-8years 10Above 8years 5

Interpretation: 50% of the customer are preferring 0-2years ,20 % are preferring 2-4years bikes.

5. what is the purpose of using this two wheeler ?

Interpretation:55% of the customer are preferring status symbol,30 % are preferring personal work .

6. In which way you know about Hero Honda Motors ?

particulars percentageThrough Advertisement 25


Govt work 5Business work 10Personal work 30Status symbol 55

Through Dealers 15Through Friends & Family 60

Interpretation: 60% of the customer are preferring Through Friends & Family,25 % are preferring Through Advertisement

7. Are you satisfied with the price of Hero Honda?

particulars percentageSatisfied 70Not Satisfied 30

Interpretation: 70% of the customer are preferring Satisfied,30% are preferring Not Satisfied

8.Are you satisfied with the choice of colors available with Hero Honda two wheelers ?


Yes 50No 50

Interpretation: 50% of the customer are preferring Yes,50% are preferring No

9.What do you expect from your dealer ?


Information About New Bikes 5Information About Mileage 10Assistance Regarding Loans & Insurance 30Information About Services 20All The Above Information 35

Interpretation: 35% of the customer are preferring All the above Information,30% are preferring Assistance regarding loans & Insurance

10 . When are you planning your next new two wheeler ?


With in 1year 52years 103years 204years 25>4years 40

Interpretation: 40% of the customer are preferring >4years, 25% are preferring 4years

11. Which would be your preference for the next new two wheeler ?


Hero Honda 65Bajaj 20Yamaha 5TVS 5

Interpretation: 69% of the customer are preferring Hero Honda ,21% are preferring Bajaj.

12. Whose decision you consider most when you are buying a two wheeler?


Family 40Friends 40Dealer 5Past Experience 15

Interpretation: 40% of the customer are preferring Family ,40% are preferring Friends.

13) What features made you purchase this bike

a) More pick up b) More mileage c) Low maintenance d) Low price

PARTICULARS PERCANTAGEpick up 16more mileage 60low maintenance 24low price 0

Interpretation:

We found that the most of the customers are satisfied with the mileage feature.

14) How you come to know about Hero Honda?

a) Television b) News Paper c) Dealer d) Friends

PARTICULARS PERCANTAGEtelevision 22news paper 10dealer 14friends 54

Interpretation:

We found that the most of the customers came to know about Hero Honda

through their Friends

15) What is the level of satisfaction with your bike?

Excellent Good Average Poor Very Poor

PARTICULARS PERCANTAGEexcellent 25good 70average 5poor 0very poor 0

Interpretation:

Most of the customers using Hero Honda are happy and they fell that the bike is

Good

16) Do you think technology fulfill your requirement?

a) Yes b) No

PARTICULARS PERCANTAGEyes 80no 20

Interpretation:

Most of the customers felt that the technology fulfills the requirement.

17) Who do you think is the near competitor to Hero Honda?

a) Bajaj b)TVS c) Yamaha d) Suzuki

PARTICULARS PERCANTAGEbajaj 66tvs 20yamaha 10suzuki 4

Interpretation:

Bajaj is the closest bike to Hero Honda in competition.

18) What superior features you would like to have in your bike compared to other

brands?

a) Pickup b) Style c) Headlight d) self Start e) Tubeless tyres

PARTICULARS PERCANTAGEpickup 17style 21

headlight 16self start 19

tubeless tyres 27

Interpretation:

The important features highlighted by customer are tubeless tyres, Style and

mobile charger.

19) Which is the feature you are not satisfied with your bike?

a) Style and Design b) Mileage c) Pick Up

PARTICULARS PERCANTAGEstyle and design 24mileage 21pick up 55

Interpretation:

Most of the customers are not satisfied with the pick -up of the bike.

20) What is the CC you prefer the best?

(a)100cc (b)110cc (c)125cc (d)150cc (e)180cc (f)225cc

Interpretation:

Most of the customers prefer 125 cc bikes.

21) What is the reason behind preferring this C.C?

a) Mileage b) Pick Up c) Style d) Low Maintenance

PARTICULARS PERCENTAGE100CC 30110CC 12125CC 33150CC 13180CC 9225CC 3

PARTICULARS PERCANTAGEmileage 30pick up 50style 14low maintenance 6

Interpretation:

As the CC increases most of the customers feel that mileage is affected and as it

decreases there is low pick up. Moderate CC gives good mileage and pick up

compared to other.

22). To what extent you will suggest friends/ relatives to buy this bike?

Not probably Not sure May Be Definitely

Definitely Not

PARTICULARS PERCANTAGEnot definitely 0probably not 2not sure 10definitely 65may be 23

Interpretation:

Most of the customers are willing to suggest the bike to their friends and relatives

as they are very much satisfied with bike.

23). If you are planning to take a new bike will you prefer Hero Honda?

a). Yes b). No

PARTICULARS PERCANTAGEyes 75no 25

Interpretation:

Most of the customers are willing to go for Hero Honda if they are planning for a

new bike.

24). How do you fell about the services provided by the Hero Honda

Excellent Good Average poor Very Poor

PARTICULARS PERCANTAGEexcellent 25good 50average 15poor 7

very poor 3

Interpretation:

Most of the customers are satisfied with service

25). Overall how do you rate you bike?

Excellent Good Average Poor Very Poor

PARTICULARS PERCANTAGEexcellent 22good 59average 8poor 2very poor 9

Interpretation:

Most of the customers rate the bike as Good.

Findings

Most of the customers using this product are Students 41%, employees 32%,

others 27%.

Most of the customers are between the age group 18-25. And next part of

customers belong to the group of 25-30

55% of the customer are preferring splendor plus bikes ,25 % are preferring

passion plus bikes.

50% of the customer are preferring 0-2years ,20 % are preferring 2-4years bikes.

55% of the customer are preferring status symbol,30 % are preferring personal

work .

60% of the customer are preferring Through Friends & Family,25 % are

preferring Through Advertisement

70% of the customer are preferring Satisfied,30% are preferring Not Satisfied

50% of the customer are preferring Yes,50% are preferring No

35% of the customer are preferring All the above Information,30% are preferring

Assistance regarding loans & Insurance

40% of the customer are preferring >4years, 25% are preferring 4years

69% of the customer are preferring Hero Honda ,21% are preferring Bajaj.

40% of the customer are preferring Family ,40% are preferring Friends.

We found that the most of the customers are satisfied with the mileage feature.

We found that the most of the customers came to know about Hero Honda

through their Friends

Most of the customers using Hero Honda are happy and they fell that the bike is

Good

Most of the customers felt that the technology fulfills the requirement.

Bajaj is the closest bike to Hero Honda in competition.

The important features highlighted by customer are tubeless tyres, Style and

mobile charger.

Most of the customers are not satisfied with the pick -up of the bike.

Most of the customers prefer 125 cc bikes.

As the CC increases most of the customers feel that mileage is affected and as it

decreases there is low pick up. Moderate CC gives good mileage and pick up

compared to other.

Most of the customers are willing to suggest the bike to their friends and relatives

as they are very much satisfied with bike.

Most of the customers are willing to go for Hero Honda if they are planning for a

new bike.

Most of the customers are satisfied with service

Most of the customers rate the bike as Good.

SUGGESTIONS

FOR SERVICING

Servicing parts are not available in the servicing center like petrol locks,

speedometer wire, stickers etc hence such parts should be made available .

Polishing should be done after water servicing.

Generator should be set up art servicing center.

Mechanics should call back the customers if they find any problem in the vechicle

using servicing.

It would be better if canteen service is provided in servicing centers.

At least one experienced mechanic should be appointed in order to cope up with

mileage problems.

Mechanics are driving the vehicles rashly, this should not be done.

Servicing charges are collected for small repairs even if there is Warranty that

should be not done.

Customer should be educated about the maintenance of the vehicle,

maintenance tips should be provided.

Servicing should done in less time.

One mechanic should take care of one customer at a time.

Proper schedule should be maintained for service.

Delivery of vehicle should be done at a given time.

Number of mechanics should be increased.

VEHICLES FEATURES

Mileage is not up to the expectation. Mileage of competitors is more than HERO

HONDA so mileage should be improved of the bike.

In passion water sprinkle on the feet form the front tyer so modiefication should

be done for such problems.

At high speed body of passion and splendor are shaking hence needs to be more

stronger one

Gear problem exists in splendor needs to be rectified.

In passion Plus problem is with head light focus has to be solved.

There is axel problem and gear problem in CD DAWN hence has to be corrected

from the production itself.

Pick up should be increased in all models.

Focus of head light is low needs improvement.

Passion and splendor weight should be increased.

Carp rater has to changed in CBZ to increase the mileage.

CONSLUSION

The hero Honda is a leading bike in the market because of its various features which

are most demanded by the customer. Even though it has a good market share it need to

improve its servicing process, style of the bike, mileage and pickup. To attract new

customers it has to expand in more segments like female segment, sports segment, etc

and more colors has to be introduce in the market.

Questionnaire

1.Occupation:

(a) student (b) employee (c) Others

2. Age:

(a) 18-25 (b)25-30 (c).31-40 (d) 41-50

3. Which of the “Hero Honda” two wheeler you own ? (a)Splendor Plus (b)Passion Pro (c) Passion Plus (d) CBZ

4. since from how many years you are using the Hero Honda two wheeler ? (a)0-2 years (b)2-4 years (c)4-6 years (d)6-8 years (e) Above 8 years

5. what is the purpose of using this two wheeler ?

(a)Govt.work (b) Business work (c)Personal work (d)Status symbol

6. In which way you know about Hero Honda Motors ?

(a)Through Advertisements (b)Through Dealers (c)Through Friends & Family

7. Are you satisfied with the price of Hero Honda?

(a) Satisfied (b)Not Satisfied

8. Are you satisfied with the choice of colors available with Hero Honda two wheelers ?

(a)Yes (b)No

9. What do you expect from your dealer ? (a)Information about new bikes (b)Information about mileage (c)Assistance regarding loans and insurance

(d)Information about services (e)All the above information

10. When are you planning your next new two wheeler ? (a)With in 1 year (b)2 years (c)3 years (d)4 years (e)>4 years

11. Which would be your preference for the next new two wheeler ? (a)Hero Honda (b)Bajaj (c) Yamaha (d) TVS

12. Whose decision you consider most when you are buying a two wheeler? (a)Family (b)Friends (c)Dealer (d)Past experience

13.What features made you purchase this bike?

(a) more pick up (b) more mileage (c) low maintenance (d) low price

14. How you came to know about Hero Honda?

(a) television (b) news paper (c) dealer (d) friends

15.What is the level of satisfaction with your bike?

(a) excellent (b) good (c) average (d) poor (e) very poor

16. Do you think technology fulfills your requirement?

(a) yes (b) no

17. who do you think is the near competitor to Hero Honda?

(a) bajaj (b) tvs (c) yanmaha (d) Suzuki

18. What superior features you would like to have in your bike compared to other

brands?

(a)pick up (b)Style (c)Head Light (d)Self Starts (e)Tubeless Tyres

19. Which is the feature you are satisfied with your bike.

(a) style and design (b) mileage (c) pick up

20. What is the cc you prefer the best?

(a) 100 (b) 110 (c) 125 (d) 150 (e) 180

21. What is the reason behind preferring this CC?

(a)mileage (b)pick Up (c)style (d)low maintenance

22. To what extent you will suggest friends / relatives to buy this bike?

(a) not definitely (b) probably not (c) not sure (d) may be (e) definitely

23. If you are planning to take a new bike will you prefer Hero Honda?

(a)yes (b)no

24. How do you fell about the services?

(a)excellent (b)good (c)average (d)poor (e)very poor

25. Overall how do you rate you bike?

(a) excellent (b)good (c)average (d)poor (e)very poor

26. What is your satisfaction level towards the additional services offered by Hero Honda ?

(Please give your ratings by marking only one.“√ “against each item given below.)

Factors Highly Satisfied

Satisfied Moderately Satisfied

Dissatisfied Highly Dissatisfied

1.Free service2.Discounts on Accessories3.Value added services to existing customer4.Insurance Facility5.Warranty6.Contest for up graded for lucky customer

27. Do you feel that the services of Hero Honda are customer oriented ?

(a)Agree (b) Neither agree not disagree (c)Disagree

28. What is your satisfaction level towards the features offered by Hero Honda?

(Please give your ratings by marking only one.“√ “against each item given below.)

Features Highly Satisfied

Satisfied Moderately Satisfied

Dissatisfied Highly Dissatisfied

Price levelsFuel efficiency(mileage)Safety standardsDriving comfortEase of repairs & replacement of partsStyle & colourAcceleration (speed)After sale servicesResale value

Market populationRequire maintence

Please give your valuable suggestions and comments

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Thanking you****

BIBILOGRAPHY

BOOKS

PRINCIPLES OF MARKETING by

PHILIP KOTLER

ARMSTRONG

INTERNET SITES

HERO HONDA.COM

AUTOINDIA.COM

NEWS PAPERS

ECONOMIC TIMES

BUISNESS LINE

MAGAZINES

BUISNESS WORLD

OVERDRIVE

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