satya prakash 13 15-final report of summer internship

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“Measuring of consumer’s satisfaction and availability

of Pureit devices at distribution channels in Delhi and

NCR Region”

Submitted By Satya Prakash Tripathi

PGDM (2013-2015) Roll No.28

External Guide: Internal Guide: Mr. Amit Kumar Prof. Rishi Taparia Field Manager Dean Student Affairs,

IMRB International, New Delhi INMANTEC, Ghaziabad

Integrated Academy of Management and Technology

Ghaziabad

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“Measuring of consumer’s satisfaction and availability of Pureit devices at distribution channels in Delhi and

NCR Region”

Summer Internship project submitted

In

Partial Fulfilment of the Requirements for the Award of Post Graduate Diploma in Management (Recognized by AICTE, Ministry of HRD,

Govt. of India)

By

Satya Prakash Tripathi

PGDM (2013-2015)

Roll No.28

Integrated Academy of Management and Technology

Ghaziabad

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TABLE OF CONTENTS

1. Abstract……………………………………………………………………….1 2. Company Introduction……….……………………………………..2-3 3. Industry overview of Water Purifier…..……………………..4-6 4. Literature Review………………………..…………………………..7-10 5. Research Methodology…………..……………………………..11-15

Purpose of the Study…………………………….…………………..11

Research Objectives……………………….………………………….11

Research Design…………………………………………………………12

Sampling & Sample Size………………………………….…….13-14

Data Requirements………………….…………………………………14

Research Tools………………………………….…………………..…..14

Hypothesis…………………………..…………………………………….15 6. Data Analysis and Interpretation…..…………………….......16-31 7. Limitations of the Study………………………………………………….32 8. SWOT analysis of Pureit…………………………………………….33-34 9. Findings of the study…………………………………………………35-36 10. Recommendations……………………………………………………..37 11. Conclusion………………………………………………………………….38 12. Summary……………………………………………………………….39-48 13. References…………………….………..................................49-50 14. Questionnaire.……………………………………………………….51-55

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DECLARATION

I hereby declare that the dissertation entitled “Measuring of consumer’s satisfaction and availability of pureit devices at distribution channels in Delhi and NCR regions” is being submitted by me in partial fulfilment of the requirements for the award of the Post Graduate Diploma in Management (Marketing) to INMANTEC Business School, Ghaziabad is a bonafied work carried out by me. Date: Satya Prakash Tripathi Place: PGDM (2013-2015) Roll No.28

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ACKNOWLEDGEMENT

While conducting the summer training project, innumerable people have given me various suggestions and opinions while conducting the summer training project. I have tried to incorporate all those suggestions which are really relevant in preparing my final report. I think it is essential to thank all those who have contributed and helped me throughout the duration of the project. I would like to give special thanks to Mr. Amit Kumar (Field Manager, IMRB International) who has given me an opportunity for conducting summer training at IMRB International, New Delhi. I am also grateful to my project guide Mr. Shivanshu Sachan (Field Controller/EIC, IMRB International, New Delhi) I pay my immense gratitude to Prof. Rishi Taparia, Faculty of INMANTEC Business School, Ghaziabad for his continuous and deliberate discussion on the topic and indeterminable burden taken by him in helping me throughout conducting the project. I would also like to thank my friends who rendered their wholehearted co-operation in the successful completion of the project work. Finally, I am thankful to all the people who willingly responded to the questionnaire and their contribution has been invaluable. This project would not have been completed without their participation. I am pleased to state that the whole report is just the presentation of the facts that have been found during the project through different sources and its each sentence is an exact representation of the information obtained and the analysis thereof. I hope that I have manifested my sincere attempts to represent all the information and other things to the best of my ability.

Satya Prakash Tripathi PGDM (2013-2015)

Roll No. 28

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ABSTRACT

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The present study is undertaken to understand the market potential and

customer’s satisfaction for water purifier products with special reference to

pureit (HUL) in Delhi and NCR region I also found out the various attributes of a

water purification system and specially for Pureit (HUL) products on the basis of

which consumer selects a water purifier I also tested the consumer’s satisfaction

level towards Pureit and also the availability of Pureit devices at distribution

channels in Delhi and NCR region. Now a day’s people go for a brand, not for a

product and therefore, this is the reason that the companies are looking for brand

building. From the customer point of view, there are some benefits of using a

brand. The study is conducted to find out the customer’s satisfaction level in

Pureit (HUL) products in the market and to know the availability of Pureit devices

at distribution channels in Delhi and NCR region.

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COMPANY

INTRODUCTION

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IMRB was established in 1970 to provide market research services to the clients

of Hindustan Thompson Associates. Early clients included fast-moving consumer

goods companies such as Unilever, ITC, Pond’s, and Horlicks. The initial decade

saw rapid expansion into new areas of business, with the first qualitative study

being conducted by the end of the decade, and IMRB pioneering psephology in

India through an ongoing series of opinion poll surveys for India Today, that

successfully predicted Congress’ victory in the 1980 general election.

Subsequent decades saw the development of new verticals, with the creation of

specialized units and the offering of several syndicated research products. IMRB

also played an important role in the standardization of market research practice

in India, and was responsible for the creation in 1983 of the Socio-Economic

Classification system, a method now used across India to define target audiences.

In 1987, as a founder member of the MRSI, it helped evolve industry wide codes

of conduct, and standards for survey data collection that are still in use today.

With the global acquisition of J. Walter Thompson by Sir Martin Sorrell in 1987,

IMRB became a constituent of WPP and continued its pace of growth, growing

over 25% per annum through the 1990s under the leadership of Ramesh Thadani.

The 1990s saw the creation of specialized units focusing on development

research, employee satisfaction, loyalty programs, technology and media and the

acquisition of several new multinational clients. IMRB’s insights also played a role

in the development of several new products for major Indian brands such

as Marico, Bingo Chips, Godrej and Dabur and by this time supported 40 out of

top 50 brands in India.

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In 2002, as part of a process of rebranding, it changed its name from the Indian

Market Research Bureau to IMRB International, adopted a new logo, and began

a process of rapidly expanding its international services. This was accompanied

by a shift from its offices at Esplanade Mansion to its current premises in Dadar,

Mumbai. As part of geographical expansion, IMRB helped set

up LMRB in Colombo, Sri Lanka in 1981 and AMRB in 1999 with headquarters

in Dubai and offices throughout Middle East and North Africa.

In 1996, along with the Manufacturers’ Association for Information Technology

(MAIT) IMRB initiated the periodic ITOPS survey which monitors the IT hardware

market among households and businesses. Since 1998, in collaboration with the

Internet and Mobile Association of India (IAMAI), an industry body IMRB also

started providing a series of annual syndicated research reports named I-Cube

which surveys the online and mobile landscape in India. More recently, in 2010

IMRB launched the Web Audience Measurement (WAM) system, India’s first

standardized internet audience measurement system based on a panel.

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INDUSTRY OVERVIEW

OF WATER PURIFIER

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In the last decade and more, the country has undergone many changes and one

of the important ones is that people have become health conscious. People

realized that around 80 per cent of diseases in India are caused by water-borne

micro-organisms. According to a 2009 World Health Organization report, 1.1

billion people lack access to an improved drinking water supply, 88% of the 4

billion annual cases of diarrheal disease are attributed to unsafe water and

inadequate sanitation and hygiene, and 1.8 million people die from diarrheal

diseases each year. The WHO estimates that 94% of these diarrheal cases are

preventable through modifications to the environment, including access to safe

water. Simple techniques for treating water at home, such as chlorination, filters,

and solar disinfection, and storing it in safe containers could save a huge number

of lives each year. Reducing deaths from waterborne diseases is a major public

health goal in developing countries.

Water purifier is one of the most used kitchen utilities available in India. Water

purification and backpacking is an industry in itself in India. Portable Version of

Water purifiers are available for camping and hacking. Water purification

methods include the mechanized version as well as the age old and time-tested

water purification tablets.

The Water purification process includes removing contaminants from the raw

water source. Some of the home remedies for water purification are boiling or

the use of the household charcoal filter. But these do not ensure the required

standard of water purification thus a proper treatment is mandatory. That’s

where the water purifiers for home step in treatment of water by ozone also

provide certain levels of purity.

Water Purifier Market in India

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The water purification and treatment industry in India, under siege from cheap

imports of water treatment products from China, is working to set standards for

the water treatment industry in the country as a safeguard against 'spurious'

products. This is being done through a certification process. Hence, for the first

time the industry has put its head together to come up with a solution. In a

country like India, where water scarcity is growing by the day, there are too many

issues relating to water. This has meant that there are dime a dozen firms that

are trying to make the best of the situation. Now there is a clamour for proper

standards.

India Water Purifier Market has tremendous growth potential

Globally more than one billion people lack access to safe drinking water and

approximately 2.4 Billion people lack access to proper sanitation, nearly all of

them in the developing countries, including India. Nearly a third of the world's

population worldwide live in water-stressed areas. This figure is expected to rise

to two-third of the population by 2025.With increasing number of people

becoming conscious of the risks of drinking contaminated water, the demand for

water purifiers is rising rapidly. In the past few years, Indian water purifier

industry has witnessed an exponential growth of 22% CAGR. The water purifier

industry sales grew dramatically during FY'09 as compared to previous fiscals due

to improving demand and expanding production capacity. The industry saw high

growth of rate 17% during FY'08 due to the increasing awareness for safe drinking

water. The UV segment, which constitutes more than 55% of the industry and is

a key focus area for water purifier manufacturers, due to the higher margins it

offers, is expected to continue its rapid growth. According to Research, Indian

Water Purifier industry will continue its growth trajectory and is expected to

witness a turnover growth of more than 22% CAGR during the period between

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FY'11 and to FY'14.Research conducted a survey across 10 major cities in India

with 600 users of water purifier to understand the market size, growth drivers,

issues and buying behavior patterns. The cities covered in survey were, New

Delhi, Mumbai, Kolkata, Chennai, Bangalore, Hyderabad, Ahmadabad,

Chandigarh, Pune and Bhubaneswar.

Major players in water purifier market in India

Eureka Forbes, Philips , Kent, Whirlpool, UshaBrita, Alfaa, Godrej, Kenstar, Hitech,

Jaipan, Maharaja White line, Orpat are the competitors of Pureit.

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LITERATURE REVIEW

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Review of related studies is essential for a well-designed research study. A

summary of writings of recognized authorities and of previous research abstracts

provide evidence that the researcher is familiar with what is already known and

what is still unknown and untested. The survey of related studies implies reading

and analysing the researches already done and reported in dissertations, thesis,

journals, abstracts, encyclopaedia, yearbooks and hand books or in any other

published form. Hence, we can say that review of related studies provides

direction to the researcher in putting a fence around the research problem. For

this research work, the researcher has reviewed the researches done in the field

of environment both in India and foreign countries.

Importance of literature review:

It indicates weather the evidence already available solves the problem

adequately without requiring further investigation. It avoids the

replication.

It provides the sources for hypothesis. The researchers can formulate

research hypothesis on the basis of available studies.

It suggests method, procedure sources of data and statistical techniques

appropriate to the solution of the problem.

It helps in developing expertise and general scholarship of the investigator

in the area of investigated.

It contributes towards the accurate knowledge of the evidence or

literature in one’s area of activity is Good Avenue towards making oneself.

Whether one is employed in an institute of higher learning or a research

organization, this knowledge is an asset.

It provides some insight regarding strong points and limitations of the

previous studies.

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It enables the researcher to improve his own investigation.

The purpose of this review of studies is to explore past research conducted on

the impact of co-curricular activities on student performance and achievements.

A customer is 'a person or organizational unit that plays a role in the

consummation of a transaction with the marketer or an entity'. (Sheath et al.,

1999). From this definition, customers of mobile phone companies could be

individuals, households and organizations. Even as these companies pay more

attention to meeting the needs of their individual customers, they need also to

make sure that the needs of their corporate customers are met as well.

Customer Satisfaction

Customers' needs desires and expectations'. Kotler (2003) also defines

satisfaction as 'a person's feeling of pleasure or disappointment resulting from

comparing a product's perceived performance (or outcome) in relation to his or

her expectations'. Satisfaction is an overall customer attitude towards a service

provider, or an emotional reaction to the difference between what the customer

anticipate and what they actually receive, as far as the fulfilment of some need,

goal and desire is concerned. (Hans mark and Albinsson 2004).

These definitions all point to the fact that every customer has in one way or the

other something he/she expects from his/her service providers. These

expectations have come into play because of a need that has to be satisfied.

These expectations are not the same as there are many customers. Kotler et al

(2002), posit that the customer gets dissatisfied if performance is below

expectation and vice versa. If performance goes beyond the expectation of the

customer, the customer is highly satisfied and delighted.

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Motley, (2003), corroborates the idea of matching service performance with

customers' expectations. He notes that the mission of a business is the creation

of satisfied clients who tend to favour the organization through time by

patronizing the services being delivered by the business. He goes further to

mentions that, businesses can achieve this aim by understanding what satisfies

and dissatisfies their customers or clients.

Christopher, Payne, and Ballantyne (1993) have defined service quality as the

ability of the organization to meet or exceed customer expectations. Service

quality is believed to depend on the gap between expected and perceived

performance (Anderson, Fornell, & Lehmann, 1994).Gitlow, Oppenheim, and

Oppenheim (1989) also stated that service quality is the extent to which the

customer or users believe the service surpasses their needs and expectations.

Customer Satisfaction and Loyalty: The Relationship

The question which needs to be answered is whether there is any correlation

and/or relationship between customer satisfaction and customer loyalty. Kotler

(2003) put forward that there is no direct relationship between customer

satisfaction and customer loyalty. In other words, the relationship is not

proportional. The idea of customer satisfaction not directly linked with customer

loyalty is supported by Oechsli and Matt (2000). They hold the view that; the fact

that a customer is satisfied with the services of a business does not guarantee his

or her loyalty. They therefore see a sharp distinction between customer

satisfaction and loyalty. In their own words, 'satisfaction is a fleeting emotional

response to the quality of the client's last business transaction'. 'Being satisfied

at the moment is no guarantee of an ongoing relationship'. Hokanson (1995)

mentions the fact that a very satisfied customer does not necessarily mean a loyal

customer.

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Winstanley and Martha (1997), have a different view about the relationship

between customer satisfaction and loyalty. They perceive a direct relationship

between satisfaction and loyalty. They claim that when customers are satisfied,

they concentrate their business with one business or service provider. Also

customers who are highly satisfied are much more likely to view their service

providers as their main relationship business.

Thus, Clarke (2001), has put forward the argument that, 'a business that focuses

exclusively on customer’s satisfaction runs the risk of becoming an

undifferentiated brand whose customers believe only that it meets the minimum

performance criteria.

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RESEARCH

METHODOLOGY

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Purpose of the Study

The purpose of the study is to check customer’s satisfaction and product

awareness of HUL (Pureit) products, measuring availability of Pureit devices

among distribution channels and making new customers for the company.

Managers are always curious about the position of their company‟ product in the

market which largely depends upon the company’s goodwill, and the position of

their brand .In order to maximize the sale and profit, company must have

outstanding satisfaction to the retailers, wholesaler, and customers as well. So

market survey of customer satisfaction and availability of Pureit devices at

distribution channels will provide better insight to the company’s market position

of company as well as compared to the competitors. It helps the organization to

find out the brand being sold most by the distributors along with their stocking

and also consumer satisfaction.

Research Objectives

To determine and measure the satisfaction level of Pureit devices among

the customers.

To measure the availability of Pureit devices at distributors outlet.

To aware the customers about the water purifiers devices with special

reference to Pureit device of HUL.

To improve the availability of Pureit devices at distributors outlet and

influence them to keep Pureit devices at their outlet.

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Research Design

The research was conducted to know the various factors of pureit products which

affected the satisfaction level of customers and to measure availability of pureit

device at distribution channels in Delhi and NCR region.

Descriptive Research Design

Descriptive research is also called Statistical Research. The main goal of this type

of research is to describe the data and characteristics about what is being

studied. The idea behind this type of research is to study frequencies, averages,

and other statistical calculations. Although this research is highly accurate, it does

not gather the causes behind a situation. Descriptive research is mainly done

when a researcher wants to gain a better understanding of a topic for example,

a frozen ready meals company learns that there is a growing demand for fresh

ready meals but does not know much about the area of fresh food and so has to

carry out research in order to gain a better understanding. It is quantitative and

uses surveys and panels and also the use of probability sampling. Descriptive

research is the exploration of the existing certain phenomena. The details of the

facts won’t be known. The existing phenomena facts are not known to the

persons.

Primary Data

Method of data collection was done by the way of survey. Primary data was

collected through field survey with the help of structured questionnaire. The

questionnaire was filled by the consumers to know the satisfaction level Pureit

and attained by using also took the personal interview of the PWE (Pureit Water

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Expert) and owners of the Shops regarding the availability of devices, in Delhi and

NCR region.

Secondary Data

Secondary data is the data which has already been collected by someone else for

the same, similar or for different purpose. The secondary data was also collected

through various researches and websites. The secondary data was used for the

purpose of preparing questionnaires, industry & company profiles.

Sampling and Sample Size

Sample Size & Sample Unit:

The sample size consists of 100 respondents from Delhi and NCR regions for

knowing the satisfaction level of customers and 15 distribution channels in Delhi

and NCR regions. The sample of 100 respondents was taken to know the

satisfaction level towards Pureit products.

Sample Selection Procedure:

Multistage sample selection technique is used. At first stage, I have used random

sampling technique to the places from where I have to select distribution

channels in Delhi and NCR region because it was not possible to select every

distribution channels at a time because of broad area of Delhi and NCR,

At second stage, we used convenience sampling technique to take responses

from the respondent because respondents are not easily available at the time of

meeting.

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Target Respondents:

The target respondents were the users of pureit products and PWE (Pureit water

expert), owner of the shops to check the availability of Pureit devices at

distribution channels.

Data Requirements and Collection

Primary Source: Data was collected by using questionnaire and by interviewing variety of PWE

(Pureit water expert) directly.

Secondary Source: Secondary source of data includes: published articles, research papers, published

books, different research work done previously,

Relevant papers or journals, magazine etc. and also used other reports from

Internet.

Research Tools

The data was processed and analysed by using computer aided tools such as MS-

Excel and SPSS software.

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Hypothesis of the Study

Hypothesis is a proposition about the nature of the world that makes predictions

about the results of an experiment. For a hypothesis to be well formed there

must be some experiment whose outcome could prove it to be false.

In this research report we are finding some of the outcomes on the basis of

prediction and assumptions. For this purpose we formed some hypothesis:

H1: There is no significant difference between an overall satisfaction level of

Pureit consumers and the length of the Pureit devices being used.

H2: There is no significant difference between in overall satisfaction level of

Pureit consumers on the basis of Pureit’s after sales service.

H3: There is no significant difference between in Pureit’s price strategy on the

basis of gender.


Pureit consumers on the basis of Pureit water is much safer than the boiled

water.

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DATA ANALYSIS AND

INTERPRETATION

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Result of Hypothesis Testing



ANOVA

Overall satisfaction towards Pureit water purifier

Sum of Squares df Mean Square F Sig.

Between Groups 4.186 3 1.395 .745 .528

Within Groups 179.854 96 1.873

Total 184.040 99

INTERPETATION: From the above table, it is seen that the significance value is

0.528 which is higher than p value i.e. 0.05. Therefore, the hypothesis is rejected

which means that there is no significant difference between an overall

satisfaction level of Pureit consumers on the basis of the length of the Pureit

devices being used.





which means that there is no significant difference between an overall

satisfaction level of Pureit consumers on the basis of Pureit’s after sales service.

ANOVA



Between Groups 1.250 1 1.250 .670 .415


Total 184.040 99

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basis of gender.



which means that there is no significant difference between in Pureit’s price

strategy on the basis gender.


Pureit consumers on the basis of Pureit water is much safer than the boiled water.



which means that there is no significant difference between in overall satisfaction

level of Pureit consumers on the basis of Pureit water is much safer than the

boiled water.

ANOVA

What is view on price strategy of Pureit water purifier


Between Groups .716 1 .716 3.459 .066

Within Groups 20.284 98 .207

Total 21.000 99

ANOVA



Between Groups .300 2 .150 .079 .924


Total 184.040 99

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Data Analysis and Interpretation

On the basis of Gender

Gender of the respondent

Frequency Percent Valid Percent

Cumulative

Percent

Valid Male 44 44.0 44.0 44.0

Female 56 56.0 56.0 100.0

Total 100 100.0 100.0

INTERPETATION: Among all 100 respondents, there were 44.00% males and

56.00% females.

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Are you using any water purifier?

Use any kind of the water purifier


Cumulative

Percent

Valid Yes 100 100.0 100.0 100.0

INTERPETATION: Among all 100 respondents, there were 100.00% respondents

having and using Water Purifiers.

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On the basis of Water Purifier’s Company

Which company


Cumulative

Percent

Valid Pureit 100 100.0 100.0 100.0

INTERPETATION: Among all 100 respondents, there were 100.00% respondents

having and using Pureit Water Purifiers.

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How did you come to know about Pureit?

From where came to know about Pureit


Cumulative

Percent

Valid TV Ads 20 20.0 20.0 20.0

News Paper Ads 32 32.0 32.0 52.0

Hoardings 30 30.0 30.0 82.0

Internet Ads 18 18.0 18.0 100.0

Total 100 100.0 100.0

INTERPETATION: Among all 100 respondents there were 20.00% knew threw

TV Ads, 32.00% respondents knew threw News Paper Ads, 30.00% knew threw hoardings and 18.00% respondents knew threw Internet Ads.

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Q. How long you have been using Pureit?

How long are you using Pureit


Cumulative

Percent

Valid Less than 1 Months 22 22.0 22.0 22.0

2 to 6 Months 31 31.0 31.0 53.0

7 to 12 Months 18 18.0 18.0 71.0

More than a Year 29 29.0 29.0 100.0

Total 100 100.0 100.0

INTERPETATION: Among all 100 respondents there were 22.00% using from

less than 1 months, 31.00% respondents using from 2 to 6 months, 18.00% using from 7 to 12 months and 29.00% respondents using from more than a year.

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Q. Did you get any offer while purchasing Pureit?

Did you get any types of offer from Pureit


Cumulative

Percent

Valid Yes 35 35.0 35.0 35.0

No 65 65.0 65.0 100.0

Total 100 100.0 100.0

INTERPETATION: Among all 100 respondents there were 35.00% respondents

got some offer from Pureit and 65.00% respondents did not get any offer from Purerit.

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Do you agree about the claim that Pureit endorse of not using any

king of chemicals?

Do you agree which Pureit claims not using chemicals


Cumulative

Percent

Valid Yes 84 84.0 84.0 84.0

No 16 16.0 16.0 100.0

Total 100 100.0 100.0


said that “YES”, 16.00% respondents said “NO” that Pureit use Chemicals.

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What are your views about Pureit Battery kits?

Your view about battery kit of Pureit


Cumulative

Percent

Valid Good 60 60.0 60.0 60.0

Poor 40 40.0 40.0 100.0

Total 100 100.0 100.0


said that “GOOD” and 40.00% respondents said “BAD” about Pureit’s battery kits.

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What are your views about the test, order and clarity of water they get

from using Pureit?

Your view about on test, order and clarity of water from Pureit


Cumulative

Percent

Valid Satisfied 79 79.0 79.0 79.0

Not Satisfied 21 21.0 21.0 100.0

Total 100 100.0 100.0


said that they are Satisfied and 21.00% respondents said that they are not Satisfied in the respect of test, order and clarity of water which they get from Pureit water purifier.

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Do you agree that Pureit water is much safer than the boiled water?

Do you believe that Pureit's water is safe more than boiled water


Cumulative

Percent

Valid Yes 73 73.0 73.0 73.0

No 12 12.0 12.0 85.0

Can't Say 15 15.0 15.0 100.0

Total 100 100.0 100.0


said that “YES”, 12.00% respondents said “NO” and only 15.00% respondents said “CAN’T SAY”.

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Are you satisfied with the Pureit’s after sales service?

Are you satisfied with after sales service of Pureit


Cumulative

Percent


Not satisfied 53 53.0 53.0 100.0

Total 100 100.0 100.0


said that they were “Satisfied” and 53.00% respondents were “Not Satisfied” in the respect of after sales service.

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Are you satisfied with the order delivery Service of Pureit?

Are you satisfied with the order delivery service of Pureit


Cumulative

Percent


Not Satisfied 31 31.0 31.0 100.0

Total 100 100.0 100.0


said that they were “Satisfied” and 31.00% respondents were “Not Satisfied” in the respect of order delivery service.

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Are you satisfied with the pricing Strategy of Pureit?

What is view on price strategy of Pureit water purifier


Cumulative

Percent


Not Satisfied 30 30.0 30.0 100.0

Total 100 100.0 100.0


said that they were “Satisfied” and 30.00% respondents were “Not Satisfied” in the respect of price strategy of Pureit water Purifier.

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Your overall Satisfaction about Pureit water Purifier?


Frequency Percent Valid Percent Cumulative Percent

Valid Highly Satisfied 46 46.0 46.0 46.0

Satisfied 24 24.0 24.0 70.0

Neither satisfied nor dissatisfied 10 10.0 10.0 80.0

Dissatisfied 10 10.0 10.0 90.0

Highly Dissatisfied 10 10.0 10.0 100.0

Total 100 100.0 100.0


were Highly Satisfied, 24.00% respondents were Satisfied, 10.00% were Neither Satisfied nor Dissatisfied, 10.00% Dissatisfied and 10.00% respondents were Highly Dissatisfied in respect of overall Satisfaction towards Pureit.

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LIMITATIONS OF THE

STUDY

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Almost attention was taken to eliminate any kind of biasness & misinterpretation

in the study to get optimum result, even though the following limitations could

have certain degree of impact on the findings.

The study was confined to Delhi and NCR region only, which may not

represent the real picture of the entire Delhi and NCR region.

Many retailers were not interested in Pureit because of steep competition

in the locality among retailers.

Data collected about satisfaction & awareness level may not represent the

real picture.

Study is confined only to 100 respondents and 15 retailers.

Lack of research experience.

The major problem is to find out consumers of Pureit water purifier as my

study is to find satisfaction level of Pureit consumers.

Many retailers were not ready to give the details of the stock and also did

not want to participate in the study.

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SWOT ANALYSIS OF PUREIT

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STRENGTH

HUL has more than 100 million customers. It is the largest FMCG Company

in India, and also put a step forward to the water purifier industry by

lunching Pureit.

The company has covered the entire nation with its product. This has

underpinned its large and rising customer base.

It is the 4th largest FMCG Company in the world.

WEAKNESS

HUL has stopped door to door selling from 2009 which was really a great

strategy to capture the market and the newly introduced marketing

strategy has not shown promising result to the company.

OPPORTUNITY

HUL Pureit has newly introduced Pureit Ultima RO+UV with reverse

Osmosis technology which is going to compete with Eureka Forbes Aqua

Guard Ro.

Opportunity is always there because of a strong brand name.

HUL Pureit is making their product available in rural areas of India by

increasing their distribution channels. This would help the company to get

more consumer base as the quality of drinking water in rural areas is not

good.

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THREAT

Quick changes in the global industry of water purifier can be a threat to

HUL India.

TATA has introduced its product in Indian water purifier market by the

name Tata Swach, which is a matter of concern for HUL Pureit.

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FINDINGS OF THE STUDY

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Consumer’s satisfaction point of view-

Pureit has stopped producing some devices like Pureit intella (12L), Pureit

advanced (14L), and Pureit Marvella UGT and still these devices are shown on company’s website.

Most of the respondent were not satisfied with the after sales services of Pureit.

60% consumers were satisfied with the battery kit and 40% were not satisfied with the battery kit.

73% consumers believed that pureit’s water is safer than boiled water whereas 12% consumers do not believe the same.

84% of the respondents believed that Pureit doesn’t use any sorts of chemicals.

20% consumers came to know about Pureit from TV ads, 15% from internet Ads, 30% from hoardings, and 32% from newspaper ads.

Distributor’s point of view

Sales of Pureit devices is not better as compared to other water purifiers,

retailers were able to sale monthly 6-7 core and 3-4 premium devices on an average and therefore it seems that Pureit should improve its’ sales strategy.

It is seen that on some retail outlets, PWE (Pureit Water Guide) left their jobs but still their names were found in the database of the company.

Many of the PWE (Pureit Water Guide) does not wear the HUL T-Shirts which does not give the feeling of belongingness and even do not wear their identity card which shows the sign off.

Most of the distributors do not get dummy or demo devices from the company which they were unable to show the consumers on their visit to the outlet.

Distributors are satisfied with the services which they get from the company.

Most of the shop owners were not aware about PWE (Pureit Water Guide) unless and until Pureit’s executive visited their shop.

There is no conflict between the retailers and the distributors and enjoy a good and healthy relationship

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Distributors have good experience and better technical knowledge about the Pureit.

Distributors are also satisfied with the way their commercial orders are dealt.

Distributors are also satisfied with the service quality they get from the company.

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RECOMMENDATIONS

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Company should provide more dummy and demo devices to distributors

so that they can sale the devices easily. Company should change their sales strategy as the sales of premium

devices is not that good. From the website the company should remove the information of the

devices which they have stopped producing as it gives the wrong information to their customers.

Distributors should improve some more display session in the shop. PWE (Pureit Water Guide) should always wear companies T-Shirt and

identity card during working time in the shop. Company should improve their after sales services which will help the

company to retailer their consumers aware. Company should make everyone aware not only PWE but also the owner

of the shop about the minute details of the product. Company should use online media to promote their product. The company should either allot another PWE or remove the data of those

PWE who have left the job.

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CONCLUSION

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I have learned a lot of things while doing this survey like consumer psychology-how they behave, what they want, what they need, how they think while collecting the information about the products and also at distribution points how the marketing team put the effort in promoting a product, how they handle the customers, how they communicate with the customers, etc. Pureit has a wide category of devices, some are core devices and some are premium devices. Mostly customers know more about core devices in comparison to premium devices and this may be due to lack of advertising or marketing of the premium range of devices. The study was conducted in Delhi & NCR region. After the survey was done I came know that the consumers are not using water purifier only for safe water but also have sound knowledge about the equipment they are using for water purifier. Consumers have good experience with Pureit 73% of consumers voted that Pureit’s water is more than the boiled water. It was found apart from the price and quality that Pureit is not the best water purifier provider in India as it suffers at various other points in the survey. Most of the respondents have rated it as just above and average. The research always reflects the truth. No doubt Pureit has very good quality of product and availability in Delhi & NCR. Many consumer feels delightful with the Pureit services and is satisfied with Pureit after sales service.

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SUMMARY

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This Chapter is devoted towards finding out the summary of the total

investigating as carried out by the investigator. As such, it gives a clear picture

about the details of the work as conducted by the investigator.

IMRB International (formerly “Indian Market Research Bureau”) is a multi-country

market research, survey and business consultancy firm that offers a range of

syndicated data and customized research services. Headquartered in Mumbai,

India with operations in over 15 countries IMRB is a part of the Kantar Group,

WPP’s research, insights and consultancy network.

Established in 1970, IMRB was modelled on the lines of the British Market

Research Bureau. IMRB is now a leading provider of market research and insights

across South Asia, the Middle East and North Africa with specialist divisions in

quantitative, qualitative, media, retail, industrial, and customer satisfaction,

business to business and social and rural research. IMRB’s syndicated research

offerings include the Market Pulse, the National Food Survey, Web Audience

Measurement (WAM), I-Tops, and I-Cube reports.

With over 1200 employees, IMRB is one of the largest providers of market

research in India in an industry estimated to be worth a minimum of $ 187 million.

As the oldest extant market research company in India, IMRB has been

responsible for establishing the first and only household panel, the first television

audience measurement system and the first radio panel in the country and has

played a key role in the development of market research in India. It has been

rated the ‘Best Market Research Company’ by MRSI an industry body for several

years.

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COMPANY INTRODUCTION

IMRB was established in 1970 to provide market research services to the clients

of Hindustan Thompson Associates. Early clients included fast-moving consumer

goods companies such as Unilever, ITC, Pond’s, and Horlicks. The initial decade

saw rapid expansion into new areas of business, with the first qualitative study

being conducted by the end of the decade, and IMRB pioneering psephology in

India through an ongoing series of opinion poll surveys for India Today, that

successfully predicted Congress’ victory in the 1980 general election.

Subsequent decades saw the development of new verticals, with the creation of

specialized units and the offering of several syndicated research products. IMRB

also played an important role in the standardization of market research practice

in India, and was responsible for the creation in 1983 of the Socio-Economic

Classification system, a method now used across India to define target audiences.

In 1987, as a founder member of the MRSI, it helped evolve industry wide codes

of conduct, and standards for survey data collection that are still in use today.

With the global acquisition of J. Walter Thompson by Sir Martin Sorrell in 1987,

IMRB became a constituent of WPP and continued its pace of growth, growing

over 25% per annum through the 1990s under the leadership of Ramesh Thadani.

The 1990s saw the creation of specialized units focusing on development

research, employee satisfaction, loyalty programs, technology and media and the

acquisition of several new multinational clients. IMRB’s insights also played a role

in the development of several new products for major Indian brands such

as Marico, Bingo Chips, Godrej and Dabur and by this time supported 40 out of

top 50 brands in India.

In 2002, as part of a process of rebranding, it changed its name from the Indian

Market Research Bureau to IMRB International, adopted a new logo, and began

a process of rapidly expanding its international services. This was accompanied

by a shift from its offices at Esplanade Mansion to its current premises in Dadar,

Mumbai. As part of geographical expansion, IMRB helped set

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up LMRB in Colombo, Sri Lanka in 1981 and AMRB in 1999 with headquarters

in Dubai and offices throughout Middle East and North Africa.

In 1996, along with the Manufacturers’ Association for Information Technology

(MAIT) IMRB initiated the periodic ITOPS survey which monitors the IT hardware

market among households and businesses. Since 1998, in collaboration with the

Internet and Mobile Association of India (IAMAI), an industry body IMRB also

started providing a series of annual syndicated research reports named I-Cube

which surveys the online and mobile landscape in India. More recently, in 2010

IMRB launched the Web Audience Measurement (WAM) system, India’s first

standardized internet audience measurement system based on a panel.

INDUSTRY OVERVIEW OF WATER PURIFIER

In the last decade and more, the country has undergone many changes and one

of the important ones is that people have become health conscious. People

realized that around 80 per cent of diseases in India are caused by water-borne

micro-organisms. According to a 2009 World Health Organization report, 1.1

billion people lack access to an improved drinking water supply, 88% of the 4

billion annual cases of diarrheal disease are attributed to unsafe water and

inadequate sanitation and hygiene, and 1.8 million people die from diarrheal

diseases each year. The WHO estimates that 94% of these diarrheal cases are

preventable through modifications to the environment, including access to safe

water. Simple techniques for treating water at home, such as chlorination, filters,

and solar disinfection, and storing it in safe containers could save a huge number

of lives each year. Reducing deaths from waterborne diseases is a major public

health goal in developing countries.

Water purifier is one of the most used kitchen utilities available in India. Water

purification and backpacking is an industry in itself in India. Portable Version of

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Water purifiers are available for camping and hacking. Water purification

methods include the mechanized version as well as the age old and time-tested

water purification tablets.

The Water purification process includes removing contaminants from the raw

water source. Some of the home remedies for water purification are boiling or

the use of the household charcoal filter. But these do not ensure the required

standard of water purification thus a proper treatment is mandatory. That’s

where the water purifiers for home step in treatment of water by ozone also

provide certain levels of purity.

Water Purifier Market in India

The water purification and treatment industry in India, under siege from cheap

imports of water treatment products from China, is working to set standards for

the water treatment industry in the country as a safeguard against 'spurious'

products. This is being done through a certification process. Hence, for the first

time the industry has put its head together to come up with a solution. In a

country like India, where water scarcity is growing by the day, there are too many

issues relating to water. This has meant that there are dime a dozen firms that

are trying to make the best of the situation. Now there is a clamour for proper

standards.

India Water Purifier Market has tremendous growth potential

Globally more than one billion people lack access to safe drinking water and

approximately 2.4 Billion people lack access to proper sanitation, nearly all of

them in the developing countries, including India. Nearly a third of the world's

population worldwide live in water-stressed areas. This figure is expected to rise

to two-third of the population by 2025.With increasing number of people

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becoming conscious of the risks of drinking contaminated water, the demand for

water purifiers is rising rapidly. In the past few years, Indian water purifier

industry has witnessed an exponential growth of 22% CAGR. The water purifier

industry sales grew dramatically during FY'09 as compared to previous fiscals due

to improving demand and expanding production capacity. The industry saw high

growth of rate 17% during FY'08 due to the increasing awareness for safe drinking

water. The UV segment, which constitutes more than 55% of the industry and is

a key focus area for water purifier manufacturers, due to the higher margins it

offers, is expected to continue its rapid growth. According to Research, Indian

Water Purifier industry will continue its growth trajectory and is expected to

witness a turnover growth of more than 22% CAGR during the period between

FY'11 and to FY'14.Research conducted a survey across 10 major cities in India

with 600 users of water purifier to understand the market size, growth drivers,

issues and buying behavior patterns. The cities covered in survey were, New

Delhi, Mumbai, Kolkata, Chennai, Bangalore, Hyderabad, Ahmadabad,

Chandigarh, Pune and Bhubaneswar.

Major players in water purifier market in India

Eureka Forbes, Philips , Kent, Whirlpool, UshaBrita, Alfaa, Godrej, Kenstar, Hitech,

Jaipan, Maharaja White line, Orpat are the competitors of Pureit.

RESEARCH METHODOLOGY

Purpose of the Study

The purpose of the study is to check customer’s satisfaction and product

awareness of HUL (Pureit) products, measuring availability of Pureit devices

among distribution channels and making new customers for the company.

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Managers are always curious about the position of their company‟ product in the

market which largely depends upon the company’s goodwill, and the position of

their brand .In order to maximize the sale and profit, company must have

outstanding satisfaction to the retailers, wholesaler, and customers as well. So

market survey of customer satisfaction and availability of Pureit devices at

distribution channels will provide better insight to the company’s market position

of company as well as compared to the competitors. It helps the organization to

find out the brand being sold most by the distributors along with their stocking

and also consumer satisfaction.

Research Objectives

To determine and measure the satisfaction level of Pureit devices among

the customers.

To measure the availability of Pureit devices at distributors outlet.

To aware the customers about the water purifiers devices with the special

reference to Pureit device of HUL.

To improve the availability of Pureit devices at distributors outlet and

influence them to keep Pureit devices in their outlet.

Research Design

The research was conducted to know the various factors of pureit products which

affected the satisfaction level of customers and to measure availability of pureit

device at distribution channels in Delhi and NCR region.

Descriptive Research Design

Descriptive research is also called Statistical Research. The main goal of this type

of research is to describe the data and characteristics about what is being

64 | P a g e

studied. The idea behind this type of research is to study frequencies, averages,

and other statistical calculations. Although this research is highly accurate, it does

not gather the causes behind a situation. Descriptive research is mainly done

when a researcher wants to gain a better understanding of a topic for example,

a frozen ready meals company learns that there is a growing demand for fresh

ready meals but does not know much about the area of fresh food and so has to

carry out research in order to gain a better understanding. It is quantitative and

uses surveys and panels and also the use of probability sampling. Descriptive

research is the exploration of the existing certain phenomena. The details of the

facts won’t be known. The existing phenomena facts are not known to the

persons.

Primary Data

Method of data collection was done by the way of survey. Primary data was

collected through field survey with the help of structured questionnaire. The

questionnaire was filled by the consumers to know the satisfaction level Pureit

and attained by using also took the personal interview of the PWE (Pureit Water

Expert) and owners of the Shops regarding the availability of devices, in Delhi and

NCR region.

Secondary Data

Secondary data is the data which has already been collected by someone else for

the same, similar or for different purpose. The secondary data was also collected

through various researches and websites. The secondary data was used for the

purpose of preparing questionnaires, industry & company profiles.

Sampling and Sample Size

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Sample Size & Sample Unit:

The sample size consists of 100 respondents from Delhi and NCR regions for

knowing the satisfaction level of customers and 15 distribution channels in Delhi

and NCR regions. The sample was taken to know the satisfaction level towards

Pureit products.

Sample Selection Procedure:

I have use multistage sample selection technique is used At first stage I have used

random sampling technique to the places from where I have to select distribution

channels in Delhi and NCR region because it was not possible to select every

distribution channels at a time because of broad area of Delhi and NCR,

At second stage, we used convenience sampling technique to take responses

from the respondent because respondents are not easily available at the time of

meeting.

Target Respondents:

The target respondents were the users of pureit products and PWE (Pureit water

expert), owner of the shops to check the availability of Pureit devices at

distribution channels.

Data Requirements and Collection

Primary Source: Data was collected by using questionnaire and by interviewing variety of PWE (Pureit water expert) directly.

Secondary Source: Secondary source of data includes: published articles, research papers, published books, different research work done previously, Relevant papers or journals, magazine etc. and also used other reports from

Internet.

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Research Tools

The data was processed and analysed by using computer aided tools such as MS-

Excel and SPSS software.

Hypothesis of the Study






basis of gender.


Pureit consumers on the basis of Pureit water is much safer than the boiled

water.

LIMITATIONS OF THE STUDY

At most attention was taken to eliminate any kind of biasness & mi-interpretation

in the study to get optimum result. Even though the following limitations could

have certain degree of impact on the findings.

The study was confined to Delhi and NCR region only which may not

represent the real picture of the entire Delhi and NCR.

Many retailers were not interested in Pureit because of steep competition

in the locality among retailers.

Data collected about satisfaction & awareness level may not represent the

real picture.

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My Study is confined to 100 respondents.

Lack of research experience.

The major problem is to find out consumers of Pureit as my study is to find

satisfaction level of Pureit consumers.

Many retailers were not ready to give the details of the stock and they did

not want to participate in the study.

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REFERENCES

69 | P a g e

WEBSITES

https://www.google.co.in/url?sa=t&rct=j&q=&esrc=s&source=web&cd=3&cad=rja&uact=8&ved=0CCkQFjAC&url=http%3A%2F%2Fijbssnet.com%2Fjournals%2FVol_2_No_16_September_2011%2F30.pdf&ei=fAXQU-yVL8SgugS-p4LYBw&usg=AFQjCNHSHLctWqX2gjd8-6ZkOAOVQ5Vv3g&bvm=bv.71667212,d.c2E

https://www.google.co.in/url?sa=t&rct=j&q=&esrc=s&source=web&cd=1&cad=rja&uact=8&ved=0CBsQFjAA&url=http%3A%2F%2Fwww.commlex.com%2Fkaneva%2FChapter7.pdf&ei=MQbQU5GzI8W2uATOmoBo&usg=AFQjCNEP5i1bYRX16IdXcIUn0PLNy-UPMw&bvm=bv.71667212,d.c2E

https://www.google.co.in/url?sa=t&rct=j&q=&esrc=s&source=web&cd=3&cad=rja&uact=8&ved=0CCUQFjAC&url=http%3A%2F%2Fen.wikipedia.org%2Fwiki%2FM%25C3%25B6tley_Cr%25C3%25BCe_discography&ei=UAbQU9ybI8acugS1goDwBg&usg=AFQjCNFxaorxaUwjP4NRGFJ6QO265NHFng&bvm=bv.71667212,d.c2E

https://www.google.co.in/url?sa=t&rct=j&q=&esrc=s&source=web&cd=2&cad=rja&uact=8&ved=0CCUQFjAB&url=http%3A%2F%2Ffaculty.mu.edu.sa%2Fpublic%2Fuploads%2F1360927783.6324relationship%2520mark47.pdf&ei=lgbQU86LGYafugSVt4CYDg&usg=AFQjCNHzhXrTRrXdCjzRLicZi0YJkGkjoA&bvm=bv.71667212,d.c2E

https://www.google.co.in/url?sa=t&rct=j&q=&esrc=s&source=web&cd=2&cad=rja&uact=8&ved=0CCEQFjAB&url=http%3A%2F%2Fwww.worldcat.org%2Fidentities%2Flccn-n88275005&ei=5wbQU-HfK8axuATEpoCgBw&usg=AFQjCNGfUp4PR6bmtTfRJ6M8PKmzuVaVLA&bvm=bv.71667212,d.c2E

https://www.google.co.in/url?sa=t&rct=j&q=&esrc=s&source=web&cd=1&cad=rja&uact=8&ved=0CBsQFjAA&url=http%3A%2F%2Fwww.hrmars.com%2Fadmin%2Fpics%2F381.pdf&ei=AgfQU7Rpl6G6BPyYgagF&usg=AFQjCNGK1ibi69qluIVM2up0B_EfJJDoVw&bvm=bv.71667212,d.c2E

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https://www.google.co.in/url?sa=t&rct=j&q=&esrc=s&source=web&cd=10&cad=rja&uact=8&ved=0CGEQFjAJ&url=http%3A%2F%2Fwww.angelfire.com%2Fblog2%2Fendovelico%2FArthurC.Clark-2001.pdf&ei=TQfQU94ihL24BI_RgFg&usg=AFQjCNGUa8JilSmLGmRwynL9tjUTfIbYrQ&bvm=bv.71667212,d.c2E

http://www.pureitwater.com/IN/ http://www.pureitwater.com/IN/products http://www.hul.co.in/ http://en.wikipedia.org/wiki/Hindustan_Unilever http://economictimes.indiatimes.com/hindustan-unilever-ltd/stocks/companyid-

13616.cms http://www.moneycontrol.com/india/stockpricequote/personalcare/hindustanunilev

er/HU http://in.reuters.com/finance/stocks/overview?symbol=HLL.NS




































http://www.pureitwater.com/IN/

http://www.pureitwater.com/IN/products

http://www.hul.co.in/

http://en.wikipedia.org/wiki/Hindustan_Unilever

http://economictimes.indiatimes.com/hindustan-unilever-ltd/stocks/companyid-13616.cms

http://economictimes.indiatimes.com/hindustan-unilever-ltd/stocks/companyid-13616.cms

http://www.moneycontrol.com/india/stockpricequote/personalcare/hindustanunilever/HU

http://www.moneycontrol.com/india/stockpricequote/personalcare/hindustanunilever/HU

http://in.reuters.com/finance/stocks/overview?symbol=HLL.NS

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http://managementdibru.blogspot.in/2012/03/hul-project.html http://www.authorstream.com/Presentation/vickyvishalshah-486442-hul/ http://www.studymode.com/subjects/swot-analysis-of-hindustan-unilever-limited-

page1.html http://www.managementparadise.com/knt.nallasamygounder/documents/6338/hind

ustan-unilever-company-analysis/ http://www.ukessays.com/essays/marketing/business-overview-of-hindustan-

unilever-marketing-essay.php http://www.imrbint.com/ http://en.wikipedia.org/wiki/IMRB_International http://www.wpp.com/wpp/companies/imrb-international/office/abacus-field-

lucknow/ http://www.imrbint.com/index.php?option=com_content&view=article&id=35&Itemi

d=25

http://managementdibru.blogspot.in/2012/03/hul-project.html

http://www.authorstream.com/Presentation/vickyvishalshah-486442-hul/

http://www.studymode.com/subjects/swot-analysis-of-hindustan-unilever-limited-page1.html

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http://www.managementparadise.com/knt.nallasamygounder/documents/6338/hindustan-unilever-company-analysis/

http://www.managementparadise.com/knt.nallasamygounder/documents/6338/hindustan-unilever-company-analysis/

http://www.ukessays.com/essays/marketing/business-overview-of-hindustan-unilever-marketing-essay.php

http://www.ukessays.com/essays/marketing/business-overview-of-hindustan-unilever-marketing-essay.php

http://www.imrbint.com/

http://en.wikipedia.org/wiki/IMRB_International

http://www.wpp.com/wpp/companies/imrb-international/office/abacus-field-lucknow/

http://www.wpp.com/wpp/companies/imrb-international/office/abacus-field-lucknow/

http://www.imrbint.com/index.php?option=com_content&view=article&id=35&Itemid=25

http://www.imrbint.com/index.php?option=com_content&view=article&id=35&Itemid=25

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QUESTIONNAIRE

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QUESTIONNAIRE FOR CONSUMER’S

SATISFACTION

Thank You for participating in this Survey. I am a student of PGDM course at

INMANTEC Business School. The information provided by you will be kept fully

confidential and will not be used for any other commercial purpose except

academic learning.

Q1) Gender?

Male Female

Q2) Do you use any kind of water purifier?

Yes No

(TERMINATE THIS INTERVIEW IF ANSWER IS “NO”)

Q3) Which company water purifier you have?

Eurika Forbes Pureit

TATA Swach Kent

Aquaguard Any other

(TERMINATE THIS INTERVIEW IF ANSWER IS NOT “PUREIT”)

Q4) From where came to know about Pureit?

TV Ads News Paper Ads

Hoardings Internet Ads

Any others please Specify……………………………………………….

Q5) Since how long are you using Pureit?

Less than 1 Month

2 to 6 Month

7 to 12 Month

More than a Year

Q6) Did you get any offer from Pureit?

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Yes

No

Q7) Do you agree on Pureit claims that it does not use any sorts of chemicals?

Yes No

Q8) What is your view on battery kit used in Pureit water purifier?

Good Poor

Q9) What is your view on test, order & clarity of water you get from Pureit

water purifier?

Satisfied Not Satisfied

Q10) Do you believe that Pureit gives output as safe as boiled water?

Yes No

Can’t Say

Q11) Are you satisfied with the after sales service of Pureit?


Q12) Are you satisfied with the order delivery service of Pureit?


Q13) What is view on price strategy of Pureit water Purifier?


Q14) After rating above questions your overall satisfaction toward Pureit water

Purifier?

Highly satisfied

Satisfied

Neither satisfied nor dissatisfied

Dissatisfied

Highly Dissatisfied

THANK YOU FOR YOUR PARTICIPATION!!

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QUESTIONNAIRE FOR AVAILABILITY OF PUREIT

DEVICES AT DISTRIBUTION CHANNELS

Please record the outlet and interview details.

Section 1- Stock Availability (Visible/Invisible)

Instructions:

1. Please record the visible devices in the shop by encircling the code in the below grid.

2. Please record the number of each of the available devices in the stock in the below

grid.

3. Please record the number of each of the device’s per day sales in the below grid.

4. Please record the number of each of the device’s per week sales in the below grid.

PUREIT INTELLA (12L)

PUREIT CLASSIC AUTOFILL (23L)

PUREIT ADVANCED (23L)

PUREIT CLASSSIC (23L)

PUREIT CLASSSIC (14L)

PUREIT ADVANCED (14L)

C O R E D E V I C E S

Q1 01 02 03 04 05 06

Q2

Q3

Q4

Outlet Code

Outlet Name

Address of

Outlet

Pin Code Mob No.

Interview Date Interview Start Time Interview End Time

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PUREIT MARVELLA RO

PUREIT MARVELLA RO SLIM

PUREIT MARVELLA OGT

PUREIT MARVELLA UV

PUREIT ULTIMA RO+UV

P R E M I U M D E V I C E S Q1 07 08 09 10 11

Q2

Q3

Q4

Distribution channel type: Dealer:

Statement Strongly Disagree

Disagree Not Sure

Agree Strongly Agree

I am satisfied with the responses I get to the commercial queries/tenders I ask for

I am satisfied with the way that my commercial orders are dealt

I am satisfied with the way my Pureit’s distribution partner is organized

I consider the lead time (between my order confirmation and equipment’s reception) to be reasonable

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I am satisfied with the pricing policy applied to my company

My Pureit’s distribution partner has a good experience in the Water Purifier business

My Purit’s distribution partner has a good technical knowledge about the water purifier product and service

My Purit’s distribution partner provides all the technical support I need (training, technical-commercial, etc)

I am satisfied with the service quality level provided to my company

My Pureit’s distribution partner offers me all the water purifier products and service solutions I require to do my business

I share with my Manitowoc’s distribution partner a good relationship level/friendliness

I have a low level of conflict with my Manitowoc’s distribution partner

I feel committed towards my Manitowoc’s distribution partner

THANK YOU FOR YOUR PARTICIPATION!!

satya prakash 13 15-final report of summer internship

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