A

Project Report
On

“CUSTOMER SATISFACATION OF EUREKA FORBES LIMITED”

Pt. Harishankar Shukla Memorial College

Raipur (C.G.)

Submitted in Partial Fulfillment for the Award Of The Degree Of

Bachelor OF BUSINESS ADMINISTRATION

Session-2011

Project Guided By Submitted By

Miss Mamt-a Dhruw Sandeep chandrakar
Asst. Professor BBA VIth Semester

1
 CERTIFICATE

Date: 10/4/2011

This is to certify that Mr. Sandeep Chandrakar ,

S/O Mr. Hari Ram Chandrakar , B.B.A. 6th semester student of PT. Hari
Shankar Shukla Memorial College has successfully completed his On Job Training
Project in our Organization.

So far known to me, his effort in this regard was outstanding.

Also he has a good moral character and we wish a great success in his future career.

Authorized Signatory

(Eureka Forbes Limited)

Eureka Forbes limited 67 Anand Nagar near Balaji Tempal Raipur- 492001 (C.G.)
Web. : eurekaforbes.com E-mail: [email protected]
Tel: 0771-4264657, 2423783 Fax: 0771- 2422328

2
 CERTIFICATE
This is to that Mr. Sandeep Chandrakar a beneficed student of PT.
HARI SHANKAR SHUKLA MEMORIAL COLLAGE RAIPUR has
successfully completed his project title “A PROJECT OF CUSTOMER
SATISFACTION ON EUREKA FORBES LIMITED “under our guidance &
supervision.

During the course of project work he has acquired the practical knowledge
and under standing of Eureka Forbes Limited.

I wish him success in every endeavor of his professional career.

MISS. MAMTA DHRUW MR. SANJAY AWASTHI DR.MAMTA SHARMA

Project guide H.O.D Principal

Pt. Hari Shankar Shukla collage main road Shankar Nagar Raipur- 492001 (C.G.)
Tel: 0771-2442887, 4010186 E-mail: [email protected]

3
 DECLARTION

I here by declare by that this project entitle " A PROJECT

ON CUSTOMER SATISFACTION ON EUREKA
FORBES LIMITED " is the out-come of the genuine data
collected from reliable and secondary sources which are
genuine and authentic to the best of my knowledge .

SANDEEP CHANDRAKAR
DATE:
B.B.A. VI SEM.

4
 ACKNOWLEDGEMENT

I have had a golden opportunity of being a part of Eureka Forbes Ltd. The helping
hand co-operative and easy by which I was accepted to this family was by itself
hearing experience.

I am extremely thankful to MR. SHAILESH KUMAR VERMA (SERVICE

SUPERVISOR), Chhattisgarh Service Head of Eureka Forbes Ltd. for his kind
permission to carry out the study of the organization.

I take this opportunity to express our graduate towards the HR division as whole.

My heartfelt thanks to my respected Faculty Guide namely ASS. Prof. MAMTA

DHRUV without his continuous help the project would not have been materialized
in the present form. His valuable suggestions helped me at every step.

A mere thank would be an inadequate world to express my true gratitude towards

Mr. RAJESH RAWTE (GL RAIPUR )& SMT. SHRADHA THAKUR (FRANCHICE )
he has been guiding force behind the fulfillment of project. I would be failing in our
duty if I don't thank all staff member of Eureka Forbes Ltd. for sharing their
precious time and knowledge with me.

(SANDEEP CHANDRAKAR)

5
||******************** CONTENTS **********************||

Sr. No. TOPIC Page No.

History of Eureka Forbes Ltd. 7
1
2 Overview & Introduction of Eureka Forbes Ltd. 10

3 Organization Structure of Eureka Forbes Service 16

4 Eureka Forbes Partnerships Brand 19

5 Product of Eureka Forbes 26

6 Corporate Social Responsibility & Awards of Eureka Forbes Ltd 52

7 Customer’s satisfaction & Consumer Behavior 58

8 Project Purpose & Objective 69

9 Research methodology 71

10 Data Analysis & Interpretations 74

11 Finding 90

12 Limitation of Study 92

13 Suggestions 94

14 Bibliography 96

15 Questionnaire 98

6
 CHAPTER – 1

History of Eureka
Forbes Ltd.

7
 History of Eureka Forbes

Eureka Forbes, part of the Shapoorji Pallonji Group's Forbes Gokak based in
Mumbai is an Indian consumer appliances company. Eureka Forbes was the first to
introduce domestic water purifiers - the Aquaguard - model - as well as vacuum cleaners
to India in the 1980s The Company operates in over 92 cities in India and employs over
6,000 individuals.

To introduce previously unknown products to a society in which nationwide commercial

campaigns were impossible, the company pioneered direct selling. The corps of suit-clad
Eureka Forbes salesmen was a tremendous success. They are now Asia's largest direct
selling organisation with a 5,000 strong direct sales force touching 1.25 million Indian
homes and adding 1,500 customers daily.Such was the success of Eureka Forbes that
Aquaguard has become a synonym for water purifier in India.

1982 - Eureka Forbes, started in 1982, which depended on technology provided by

Sweden for making vacuum cleaners and air purifiers, has grown into a Rs.800-crore
company employing nearly 8000 people, they pointed out. The company is the largest
direct selling organisation and has been considered as one among the most admired
consumer durable companies in the country. The company has also drawn up plans for
diversification to manufacture products aimed at 'smart homes /safe homes.

8
 CHAPTER – 2

Overview & Introduction

of Eureka Forbes Ltd.

9
Overview of Eureka Forbes
COMPANY OVERVIEW

Eureka Forbes, Ltd. offers water purification systems, vacuum cleaners, and air purifiers.
The company also offers security solutions, including home security systems, intrusion
alarm systems, access control systems, fire alarm systems, and surveillance systems. In
addition, it offers industrial solutions, such as industrial water purifiers, commercial and
industrial vacuum cleaners, hard floor cleaning and maintenance machines, high pressure
cleaners, and cleaning and hygiene products. Eureka Forbes offers its products through
dealers and institutional sales network. The company was incorporated in 1931 and is
based in Mumbai, India. Eureka Forbes, Ltd. operates as a subsidiary of Forbes &
Company Ltd.

Euro smile is the service division of Eureka Forbes, with the largest service network
across India catering to the needs of domestic and institutional customers. With Over
7,000 employees we are the leaders in domestic and industrial Water Purification
Systems, Vacuum Cleaners & Air Purifiers

1. Pioneers in Direct selling - Asia's Largest Direct Sales Organization

 6,000 strong Direct Sales Force touches 1.50 million Indian homes, adding
1,500 customers daily
 Customer family now numbers over 6 million - enduring relationships as
"Friends For Life"

Operations in over 125 cities & 475 towns across India.

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2. Expanded channels that reach out to customers to include
 Over 5,000 strong Dealer Sales Network
 A 58 distributor strong Institutional Sales Network
 Security Systems Division - one of India's largest system integrators
 A customer finance scheme, Euro value, for customers to easily obtain the
means to Live Healthier Lives

3. A strong service network that backs up sales efforts

 4500 company trained technicians who make 20,000 kitchen visits daily
 Supported by Call Centers, Customer Care Representatives & Mobile
Service Vans

4. Salient features or USPs

 Service at your doorstep
 Customer base more than 30 million
 India’s largest after sales network – over 650 service centers
 Service network of 1050 business partners
 4800 trained service technicians make 25000 calls everyday
 Single number access 24 hours in 8 major cities- Euro helpline: 3988 3333
 Genuine spare parts only
 Free routine checkups and service camps
 Annual Maintenance Contracts - the largest in the coo

11
 Introduction of Eureka Forbes Ltd.

Eureka Forbes - Starting From the Scratch

Eureka Forbes followed the globally 'tried and tested' direct selling route for marketing its
products in India, thus becoming one of the first direct selling companies in India.
Vacuum cleaners and water purifiers were rather new concepts for Indian consumers,
who had till then followed only the traditional methods of cleaning and filtering.

Therefore, Eureka Forbes had to first establish the concept of vacuum cleaners and water
purifiers in India before it could sell 'Eureka' as a brand. The company believed that its
core strength was its people. It employed dynamic, highly motivated individuals, called
'Euro champs,' who projected the image of 'The friendly man from Eureka Forbes.'

Thus, for the average Indian consumer, Eureka Forbes became synonymous with the
smartly dressed salesman who came to their houses and cleaned up things in a jiffy or
showed how air/water purifiers were indispensable. Euro champs initially targeted the
metros but soon began visiting smaller cities and towns also.

CURRENT SCENARIO

The consumer durables market in India is valued at US $ 4.5 billions currently. In 2006,
microwave ovens and air conditioners registered a growth of about 25%. Frost-free
refrigerators have registered significant growth as many urban families are replacing their
old refrigerators. Refrigerator sales amounted to 4.2 millions in 2006, whereas the
production of the refrigerators went up by 17% as compared to the preceding year.
Washing machines, which have always seen poor growth, have seen reasonable growth in
2006. More and more Indians are now buying electrical appliances due to change in
electricity scenario. The penetration level of color televisions (CTVs) is expected to
increase 3 times by 2007.

12
 We are ‘Your friends for life,’ we are Eureka Forbes!

It dates back to 1982, when health ambassadors from Eureka Forbes, with a new concept
of living in a clean environment and drinking water in its purest form knocked on your
door. They called themselves friends for life and they proved that they indeed were.
Eureka Forbes continues to be the best friend in Indian Households after three decades
and the sentiments have not changed.

Eureka Forbes is a part of the Shapoorji Pallonji Group and today it is a 12 billion INR,
multi product and multi channel corporation. Incepted in 1982, we have put 29 years of
consolidated efforts to become the undisputed leaders in domestic and industrial Water
Purification Systems, Vacuum Cleaners, and Air Purifiers & Security Solutions. Being
Asia’s largest direct sales organization, our force of 7000 direct personnel touches 8
million homes. We have one of the largest networks catering to more than 131 cities and
398 towns across the country. We also have a 10,000 strong dealer sales network and
over 58 distributor strong Industrial Sales Network.

Dedicated to the cause of providing healthier living, today we have successfully

established ourselves as a business super-brand and our dedicated team works around the
clock to make your lives healthier and more secure. We strive to provide the best after
sales service, and to achieve the same we have over 1500 service centers and as many as
4500 company trained technicians who visit over 20,000 Indian kitchens daily!

13
Euro smile Mission:

Vision

“The happier, healthier and safer house and work place.”

Mission

“Building a long-term Relationship with customers and ensure zero

defection, endeavor to meet customer expectations, constantly
upgrading the service delivery to bring high satisfaction level among
customers . . . Leading to Customer Delight”

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 EUREKA FORBES LIMITED MISSION

To build sustainable relationships with customers as their "Friend for Life” by satisfying
their evolving health, hygiene, safety and lifestyle through.

Our people whose entrepreneurial spirit and ambition is fuelled by the culture of pride,
learning, earning and fun.

Our Product and Services that reflect innovation become quality benchmarks and provide
real value - for – money.

Our Policies and Practices that is fair, transparent and constantly improved to optimize
stakeholder satisfaction and achieve market leadership

EUREKA FORBES LIMITED VISION

“A Happy, Healthy, Safe and Pollution free environment built on trust and lasting
relationships with customers.”

15
 CHEPTER - 3
Service Organ gram
of Eureka Forbes Service

16
SERVICE ORGANOGRAM:
:
CHAIRMAN

MD CUM VICE CHAIRMAN

VICE PRECIDENT I. T. VICE PRECIDENT

LOGISTIC HEAD ACCOUNT

VICE PRECIDENT
VICE PRECIDENT SALE
SERVICE

SALE
GENRAL
MANAGER
SERVICE

ASSTT. MANAGER SERVICE

SERVICE EXECUTIVE

SUPREVISOR

GL 1 GL 2 GL 3 GL 4

17
EFL PERSONS IN SERVICE:
 Mr. Sapoorji Palanj Mistry (Chaiman)

 Mr. S.L. Gokhlani (MD cum vice chairma)

 Mr. R. Ganguly (V.P. service/ CRM R3)

 Mr. Tapas Bhattacharya (Ass. Manager Service E1 & E2)

 Mr. Badal Dey (Executive Service E2)

 Mr. SHAILESH KUMAR VERMA (Service supervisor

Chattisghar)

 Mr. Rajesh Rawte (Service GL Raipur)

 Mr. Alok Mishra (Service GL Bilaspur &FDO)

 Mr. Bhushan Dewangon (Service GL)

 Mr. Harish Verma (Service GL Consumer)

18
 CHAPTER -4
Eureka Forbes
Partnerships Brand

19
Eureka Forbes Partnerships Brand

Eureka Forbes Partnerships

International Partnership Alliance

Lux and its partner companies Eureka Forbes India, AMC Classic South Africa, Aerus
Electrolux US, and the Forbes Lux Group Switzerland today employ over 16'000 people
in sales, administration, research and development. With a customer base of over 20
Million Lux and its alliance partners promote some of the world's leading brands in direct
sales. The Lux Partnership Alliance with its unique spirit and its focus on people and the
direct sales of innovative products today runs sales operations in many parts of the world.

The Partners are as followed :

1. SP GROUP

2. Aqua mall Water Solutions Ltd.

3. Forbes Pro Solutions

4. FORBES LUX

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1. SP GROUP

140 years ago, Mumbai was largely an uninhabited cluster of islands. To fulfill the water
supply needs of the city a reservoir was built, in the famous Malabar Hills. Not only did
the reservoir sustain the needs of Mumbai for the next 100 years, it also witnessed the
growth of Mumbai as the Commercial Capital of India.

The reservoir was built by a Littlewood Pallonji & Co., which today is Shapoorji Pallonji
Co. & Ltd. one of the leading construction giants in India and abroad.

Over the next hundred years, the company’s expertise has been repeatedly showcased on
projects which involved a major advance in construction technology or whose size was
beyond the capacity of most others. Blessed with a rich legacy and heritage, it has
marched into the new millennium with modern management skills, state-of-the-art
technology and the ideals of innovation and customer satisfaction, to the extent that when
the Sultan of Oman decided to build a palace around his throne, he placed his trust in
Shapoorji Pallonji.

Shapoorji Pallonji & Co. Ltd. is just one of the jewels in the SP crown. It draws vital
support from other group companies to be able to execute turnkey projects swiftly and
efficiently. These include SP Fabricators, AFCONS, Forbes, Sterling and Wilson, SP
Construction Materials Group, SP Real Estate and Samalpatti Power Company Private
Limited. Together, this conglomerate continues to strive towards perfection, quality and
commitment virtues.

21
2. Aqua mall Water Solutions Ltd.

Aqua mall Water Solutions Ltd. came into existence more than two decades ago to
partner with Eureka Forbes Ltd. in its quest to bring pure, safe drinking water to the
Indian market. A wholly owned subsidiary of the company, it has proved to be an
invaluable ally in the leadership and domination of the category. The pioneer of water
purification manufacturing in India and now a virtual a one stop shop for point-of-
consumption water purification systems, we have a vision of becoming the most preferred
global source of water purification systems.

Today, over 600,000 units of 34 different models of water purification systems roll out of
the four Aqua mall facilities. Its current capacity can be scaled up to two million unit’s
p.a. The ‘Cell Concept’ on which it operates facilitates higher productivity thus enabling
it to maintain a high inventory turnover.

The quality management procedure and systems at Aqua mall showcase the unwavering
focus on quality. The team is adorned by highly qualified professionals with more than
210 man years of water related research and development experience backing up their
credentials.
Apart from excellent human resources, Aqua mall is backed by top class, state-of-the-art
infrastructure. The jewel in the Aqua mall crown is its most recent facility at Dehradun
which is India’s first ‘green’ water purification factory. Its Environmental Policy seeks
not only to ensure total compliance with all applicable environment, legal and other
requirements, but wherever possible, to exceed them. The company is infecting in the
process of securing the exacting LEED Gold Standard certification.

Aqua mall constantly strives for creative and innovative ideas which add value to its
customers, ably demonstrating its ability to design and develop path-breaking new
products.

22
3. Forbes Pro Solutions

Forbes Pro Solutions is a part of Eureka Forbes Limited, your one stop shop for
Mechanized cleaning solutions, Safe drinking water, Facility management and Hospitality
concepts, Water & Waste water treatment plans & Railway solutions.

Our commitment to customers is backed by over 25 years of Eureka Forbes expertise, a

nationwide service network and strategic alliances with world leaders. Whatever business
you are in, our comprehensive range of solutions & services enables you to maintain a
hygienic, safe and productive work environment.

Forbes Pro Solutions:

Welcome to the World of Forbes Pro Solutions

It took many years of hard and dedicated work for Forbes Pro Solutions to achieve its
pioneer - ship position in the world of professional cleaning equipment. They have also
achieved a high degree of corporate excellence in Facility Management, Concept and
Hospitality Solutions and Water & Waste Water solutions Water. We know, therefore,
that success doesn’t come easily and can never be taken for granted. This is why we strive
for excellence in all aspects of our business, right from ushering the best of the products,
technologies and services to the best experience to the industry.

We expect our customer service personnel to be knowledgeable, polite and efficient. We

expect our back-office team to be ready and fully capable of supporting our field sales
and service people and we are constantly examining ways of improving the flow of our
processes and systems. Nothing is ever taken for granted, least of all success.

A Complete range of Solutions

Today the product and services portfolio is larger and deeper than at any time in the
division’s long history. From light weight backpack vacuum cleaners to heavy-duty road

23
 sweepers in the cleaning technology solutions, Online cooler cum purifiers to Large
capacity storage cooler cum purifiers in the water solutions; Water and Waste Water
Treatment plants from the Water projects stable; Facility Management, Concepts and
Hospitality Solutions from the Forbes Facilities and Concept Solutions; Varied models
for the Railways from the Railway Projects. Our services and Products provide cost
effective productive and environmentally friendly solutions for cleaning professionals,
industrial applications and all allied institutions.

Vision

Forbes Pro Solutions is today a strong and successful company, thanks to its dedicated,
qualified and highly trained professional Sales cum Hygiene Consultants who have
through the years ensuring that our clients get the best of “Complete hygiene Solutions”
which has resulted in utmost client satisfaction. This corporate strength allows us to
devote the resources needed to maintain our product leadership and to efficiently serve
the needs of the industry. While our product range is wider and deeper than ever before,
we continue to strive for improvement so that the total cost of cleaning can be lowered
and the efficacy of the same is maintained at the highest levels. We aim towards
excellence in everything we do and we intend to serve you even better in the future.
Industry leadership, after all, is not merely status, it is a responsibility.

• Experience matters
It is important for cleaning professionals to know that they are dealing with a company
that is reliable, financially sound and that has years of experience in this industry. Having
been in business for over two decades, Forbes Pro Solutions meets all these criteria. This
deep and fundamental knowledge is unmatched and irreplaceable.

• Gen-Next Solutions at all times

Products and Service innovation are of prime importance to Forbes Pro Solutions in its
drive to remain at the leading edge of technical know-how. By maintaining a constant
focus on the needs of our customers, we aim to lower the running cost of our product and
services through efficient and time saving solutions and products. At the same time
developing new concepts, product portfolios and services, we are continuously looking
for ways to improve what we already have as a “Complete Solutions” in our portfolio.
Never being satisfied with the status quo is one way of maintaining our competitiveness
in the Industry arena.

Our commitment to customers is backed by over 27 years of Eureka Forbes expertise, a

nationwide service network and strategic alliances with world leaders. Whatever business
you are in, our comprehensive range of solutions enables you to maintain a hygienic, safe
and productive work environment.

24
4. FORBES LUX :

Opening Doors to a Healthier, happier world.

For over 100 years now, millions of people across the globe have opened their doors to
health.

Lux International AG, Switzerland is an organisation backed by over 100 years of

experience, over 20 million customers and Eureka Forbes Ltd., India, one of the largest
direct selling company in Asia with an active database of over 5 million customers and 25
years of developing relationships. The Forbes and Lux Groups joined hands in their
expansion world over and laid the foundation for the Forbes Lux Group with its
headquarters in Switzerland. The new company with a 50:50 shareholding between both
companies, aims to develop direct sales operations around the world, operating with two
strong brands, Forbes and Lux.

The two companies partnering to form Forbes Lux Group are well known market leaders
in their respective markets, share a common goal of understanding the consumers,
bringing to them high quality solutions and above all, developing lasting relationships.

Forbes Lux Group is about building healthy relationships. With their range of water
purifiers, vacuum cleaners, steam cleaners, air purifiers and more, the group offers
innovations for a healthier, happier life at home to people across the world.

25
 CHAPTER – 5

PRODUCT OF
EUREKA FORBES

26
PRODUCT OF EUREKA FORBES:

(A) VACCUM CLEANER

1. Euro cleans Robocleanz:

Introducing Euroclean robocleanz. India's first automatic vacuum cleaner. From now you
don't need to take time off your busy schedule to clean your home. All you need to do is
switch on your robocleanz. It will clean your home automatically. Its unique combination
of design and style ensures that your home remains clean and dust-free. Go ahead. Enjoy
the convenience of cleaning your home without actually spending time on it.

>> Buy Now for Rs. 6,990/-

>> Pay by Cash on delivery

>> TCI XPS Express Delivery

>> Get Free Demo @ your home

* Available in the comfort of your home through the trained direct sales
specialist of Eureka Forbes.

27
2. Euroclean ACE :

The new Euroclean ACE is equipped with deep cleaning+ technology. It

extracts the toughest dirt that contains asthma and allergy causing dust mites,
ensuring a clean and healthy home.

>> Buy Now for Rs. 7,990/-

>> Pay by Cash on delivery

>> TCI XPS Express Delivery

>> Get Free Demo @ your home

* Available in the comfort of your home through the trained direct sales
specialist of Eureka Forbes.

28
3. Euroclean XForce:

Product Overview
The Euroclean Force is a new age vacuum cleaner, which is powerful and
truly international in its design.

>> MRP Rs. 7,790/-

>> Pay by Cash on delivery

>> TCI XPS Express Delivery

>> Get Free Demo @ your home

* Available in the comfort of your home through the trained direct sales
specialist of Eureka Forbes.

* Available in Maharashtra & Kolkat

29
3. Euroclean Litevac:

Product feature : Handy/Stick, 2 way bagless type.

>> MRP Rs. 2,500/-

>> Pay by Cash on delivery

>> TCI XPS Express Delivery

>> Get Free Demo @ your home

* Available in the comfort of your home through the trained direct sales
specialist of Eureka Forbes.

* Available for bulk/institutional purchase and available in select towns

Through our franchisee channel.

30
Water Purifiers :

Aquaguard UV+RO+UF:

>> Aquaguard Total SENSA

The Aquaguard Total Sensa is the World's only purifier equipped with E-boiling +, UV+,
RO+ UF+ and SMP+ technologies that can purify any kind of water. No Matter where
you live. Its Patented BluG technology senses the quality of water. Then auto selects the
best purification technology to purify your water. SMP+ ensures that the TDS level in
your water is constant and gives you the triple benefit of sweetness, minerals and purity.
Giving you water that's perfectly balanced, with the right amount of minerals and salts.
>> Buy Now for Rs. 17,900/-
>> Pay by Cash on delivery
>> TCI XPS Express Delivery
>> Book Now for Rs. 3,000/-
>> Get Free Demo @ your home

* Available in the comfort of your home through the trained direct sales specialist of
Eureka Forbes.

31
2. Aquaguard UV models:

2(A). Aquaguard Total INFINITI

Product Overview:

Aquaguard Total INFINITI is powered with the advanced Intell e-boiling+ technology.
These innovative, duo-boiling technology purifiers the water twice ensuring that the
water your family drinks is doubly purified and safe. What's more, it's backed by the
state-of-the-art Nano Silver Activated Carbon Block developed in collaboration with IIT-
Chennai. Active Silver Technology uses Nano Silver to effectively control contamination,
bacterial growth as well as reduce pesticides and lead from your drinking water, making
the water lead and pesticide safe. Ultimately, providing double purification and double
protection to your family.

>> Buy Now for Rs. 9,590/-

>> Pay by Cash on delivery

>> TCI XPS Express Delivery

>> Book Now for Rs. 1,900/-

>> Get Free Demo @ your home

* Available in the comfort of your home through the trained direct sales specialist of
Eureka Forbes.

32
2 (B). Aquaguard Classic:

Product Overview :

Powered with e-boiling+ intelligent purity sensor system and mineral

Preserver system, Aquaguard Classic removes physical, chemical and
Water-borne disease causing bacteria, virus and protozoa from your
Drinking water ensuring that the water your family drinks is absolutely
Pure and safe. Aquaguard Total Water Purifiers are the only purifiers in
India that are endorsed by the Indian Medical Association.

>> MRP Rs. 7,390/-

2. (C) Aquaguard Compact:

Product Overview:
Powered with e-boiling+, an Intelligent Purity Sensor system and Mineral Preserver
system, Aquaguard Compact removes waterborne disease-causing organisms, impurities
and more, ensuring that the water your child drinks is absolutely pure and safe. Only
Aquaguard guarantees every mother totally pure water, by offering a range of solutions to
take care of every impurity.
>> Buy Now for Rs. 7,790/-
>> Pay by Cash on delivery
>> TCI XPS Express Delivery

33
2. (D) Aquaguard Booster:

Product Overview:

Aquaguard is proud to introduce to you the Aquaguard Booster. Equipped with E-boiling
+, a unique SMPS system and an in-built Water pressure enhancer, the Booster is
specially designed for areas with low water pressure and no running Water, ensuring that
your child gets pure drinking water. Every time.
>> Buy Now for Rs. 9,190/-
>> Book Now for Rs. 1,800/-

2. (E Aquaguard Hi-Flow :

Product Overview:

Equipped with E-boiling+, an Intelligent Purity sensor system and Mineral Preserver
system, the Hi Flow ensures that your child drinks only pure, safe water.
>> Buy Now for Rs. 9,490/-
>> Pay by Cash on delivery
>> Book Now for Rs. 1,900/-

34
3. Aquaguard RO Models:

3. (A) Aquaguard Total Protect+:

Product Overview:

The Aquaguard Total RO PROTEC+ is the next generation RO water purification system.
Unlike conventional RO purifiers the latest 3G technology electronically enhances the
membrane life. It not only eliminates physical, chemical and microbiological
contaminants but also removes tough new-age contaminants like Lead, Pesticides and
Heavy metals. What's more the New Aquaguard Total RO PROTEC+ comes with
increased storage capacity of 10 liters that ensures you never run out of pure water for
your child because your child deserves nothing but the very best.

>> Buy Now for Rs. 13,500/-

>> Pay by Cash on delivery

>> TCI XPS Express Delivery

>> Book Now for Rs. 2,700/-

* Available in the comfort of your home through the trained direct sales specialist of
Eureka Forbes

35
3. (B) Aquaguard Total Reviva:

Product Overview:

Aquaguard Total introduces you to the revolutionary Reviva. Equipped with Reverse
Osmosis Plus, the new Reviva removes harmful lead, a cause of brain damage, especially
in young children. It also helps protect your family from water-borne disease-causing
bacteria, viruses and protozoa. It also eliminates harmful disease-causing chemicals like
pesticides and more, ensuring that every drop of water your family drinks is pure and
safe.

>> Buy Now for Rs. 9,990/-

>> Pay by Cash on delivery

>> TCI XPS Express Delivery

>> Book Now for Rs. 2,000/-

>> Get Free Demo @ your home

* Available in the comfort of your home through the trained direct sales specialist of
Eureka Forbes.

36
3. (C) Aquaguard Total Atom:

Product Overview:

Specially designed for areas with hard water, the ultra compact ATOM RO water purifier
is equipped with the unique Reverse Osmosis technology and a 5-stage purification that
reduces the TDS level of water and revives its sweet taste. It also eliminates physical
chemicals and microbiological contaminants including Lead, pesticides and heavy metals.
Furthermore, it comes with a sufficient storage capacity of 4 liters to suit the requirements
of small and medium sized families.
The ATOM is here! Make sure your child gets only pure healthy and sweet drinking
water.

>> MRP Rs. 8,490/-

>> TCI XPS Express Delivery

>> Book Now for Rs. 2,000/-

>> Get Free Demo @ your home

* Available for bulk/institutional purchase and available in select towns through our
franchisee channel.

37
3. (C) Aquaguard UF:

Product Overview:

Aquaguard Ultra uses Ultra Purification technology, an advance purification process that
filters impurities even in the molecular range, including bacteria, virus, cysts, etc. The
purifier uses a membrane with 0.01 micron pore size that acts as a molecular sieve.

>> MRP Rs. 4,990/-

>> TCI XPS Express Delivery

>> Book Now for Rs. 1500/-

>> Get Free Demo @ your home

• Available for bulk/institutional purchase and available in select towns through our
franchisee channel.

38
3. (D) Aqua Sure Elegant DX:

Product Overview:

Elegant DX has an elegant design with 5 Stage RO Purification and a storage capacity of
8 lets.

>> MRP Rs. 12,490/-

>> TCI XPS Express Delivery

>> Book Now for Rs. 45, 00/-

>> Get Free Demo @ your home

* Available at all leading Consumer Durable, Home Appliance and Modern Organized
Retail Outlets

39
 3. (E) Aqua Sure Elegant RO:

Product Overview:
Aqua Sure Elegant RO is an electric water purifier with advanced technology that kills
harmful bacteria & viruses to give your family 100% pure and safe drinking water.

• >> MRP Rs. 9,990/-

All Features:
Available in Low TDS

5 Stage RO Purification

Storage Capacity 6 L

Micro switch float to avoid over flow

Manual flush facility

Auto Shut Off

40
 4. Aqua Sure Storage:

4. (A) Aqua Sure Xtra:

Product Overview:

Aqua Sure Xtra storage water purifier with advanced technology that kills harmful
bacteria and viruses and gives 100% pure and safe water.

• >> MRP Rs. 1,390/-

Product Features:

 No electricity required
 No running water
 No boiling required
 Special float ensures double storage capacity. Water can be stored in top
and bottom containers Ensures 18 liters capacity at all times
 Pure and Safe water for the family - Kills all disease-causing bacteria and
viruses.

41
 4. (c) Aqua Sure Supreme 3000:

Product Overview

The new Aqua Sure storage water purifier, with advanced technology kills harmful
bacteria and viruses. It ensures 100% pure and safe drinking water for your family’s good
health.

• >> MRP Rs. 2,990/-

• * Available at all leading Consumer Durable, Home Appliance and Modern
Organized Retail Outlets.

Product Features

Unique 5 stage purification

Storage water purification

No electricity is required

Cartridge life 3000 Liter

Unique Water level Indicator

42
5. Aqua Sure UV:

5(a).x Aqua Sure Crystal

Product Overview:

Aqua Sure Crystal UV is a multistage electric water purifier with advanced technology
that kills harmful bacteria & viruses, giving your family 100% pure and safe drinking
water.

>> MRP Rs. 7,650/-

• Available at all leading Consumer Durable, Home Appliance and Modern

Organized Retail Outlets.

Product Features:

1. Ensures your purifier works even during voltage fluctuation.

2. Avoids wastage of pure water.
3. Protects your family by delivering pure water always

43
5. (B) Aqua Sure Ivory Do

Product Overview

Aqua Sure Ivory Do, a 3 stage UV electric water Purifier with advanced technology that
kills harmful bacteria & Virus and gives your family 100% pure & safe drinking water
and good health.

Product Features:

In-built Voltage stabilizer

Ensures your purifier works even during voltage fluctuations.
Dual cartridge life

Compact yet powerful cartridge.

Hi flo

delivers 2 L water in a minute

Error Indication

If an error occurs, the machine indicates with an alert signal.

44
 5(c) AquaSure Aquaflow Dx:

Product Overview:
Aqua sure Aqua Flow Dx is a UV multistage electric water purifier with advanced
technology that kills harmful bacteria & viruses to give your family 100% pure and safe
drinking water.

>> MRP Rs. 4,990/-

Product Features:

In-built Voltage stabilizer

Ensures your purifier works even during voltage fluctuations.

Dual cartridge life

Compact yet powerful cartridge.

Hi flo
Delivers 2 L water in a minute

Error Indication
If an error occurs, the machine indicates with an

45
 5. (d) AquaSure Storage UV :

Product Overview:
AquaSure Storage UV is a 4 stage UV electric water purifier powered by advanced
technology that kills harmful bacteria & viruses, to give your family 100% pure & safe
drinking water.

• >> MRP Rs. 3,990/-

Product Features:
4 Stage UV Water Purifier:
The purification process involves 4 stages: Particulate filter removes all floating particles;
The Sediment filer removes any remaining particles; Carbon Block removes organic &
chemical compounds; and lastly the UV technology eliminates water-borne disease
causing bacteria & viruses

In-built Voltage stabilizer:

Ensures your purifier works even during voltage fluctuations, ranging from 150V-270V.

Water level Indicator

Indicates the level of pure water available in store.

Energy saver mode The Energy saver mode enhances the life of the UV lamp while
saving energy.

46
6. Institutional Products:

6.(a) Aquaguard Cooler Cum Purifier :

Product Overview:

Today, in many work places, commercial establishments, restaurants, etc a water purifier
is attached to a cooler, which means water is first purified then cooled but how often is
the cooler storage tank cleaned? So the chances of re-contamination are high and the
water you are drinking may not to free from diseases-causing bacteria and viruses. That
makes the use of the purifier before the cooling process completely futile. Aquaguard
cooler cum purifier has the technology to ensure that your drinking water is not just cool
but also 100% safe. It comes with the ISO 9001 Certification and purification capacity of
40 liters’ per hour.

47
INDUSTRAIL MODEL:

1. Aquaguard AG 200:

AG 200 comes from the makes of Aquaguard, with international water purification
technology. So you can be sure you are drinking safe water that conforms to WHO
standards and that you are protected from dangerous water borne diseases. So now, large
commercial establishments like hotels, factories, manufacturing industries, hospitals etc.,
as well as smaller commercial establishments like schools, restaurants, institutions,
clinics, nursing homes, etc can be assured of safe drinking water. Aquaguard 200 is
designed to purify water, no matter what the source of water supply. One look at their
advanced features and you know you can trust Aquaguard to protect you and your
employees from all water borne diseases.

48
2. Aquaguard REVIVA - RO 25 LPH Basic:

The RO Membrane used in Aquaguard REVIVA Institutional Reverse Osmosis

purification system has a 0. 0001 micron pore size, which prevents the passage of micro-
organisms and total dissolved salts. This makes water lighter, taste natural and safe to
drink. Aquaguard REVIVA Institutional Reverse Osmosis purification system makes the
water both chemically and micro-biologically potable by reducing hardness, TDS, heavy
metal contaminants like Arsenic, Lead, and Mercury and by removing pathogenic micro-
organisms. Consequently, it revives the original taste of water. Its unique 6 stage
purification process also reduces pesticides in the water and reduces scale formation,
when water is heated.

Product Features:

6 Stage purification process

Equipped with the revolutionary Reverse Osmosis technology and 6- stage purification
process.
Higher capacity
Aquaguard REVIVA Institutional Reverse Osmosis water purification System uses
special membrane elements, which produces higher quantity of treated water, ensures
faster and continuous supply of water.
Micro-biologically Potable
Makes water both chemically and microbiologically potable by reducing hardness, TDS,
heavy metal contaminants and by removing waterborne pathogenic micro-organisms.
No Need for bottled water
With Aquaguard REVIVA Institutional Reverse Osmosis Purification System. you won't
need bottled water anymore.
Self - Cleaning System This ensures superior and effective membrane performance by
auto-flushing every hour

49
3. Aquaguard REVIVA - RO 50 LPH Basic:

The RO Membrane used in Aquaguard REVIVA Institutional Reverse Osmosis

purification system has a 0. 0001 micron pore size, which prevents the passage of micro-
organisms and total dissolved salts. This makes water lighter, taste natural and safe to
drink. Aquaguard REVIVA Institutional Reverse Osmosis purification system makes the
water both chemically and micro-biologically potable by reducing hardness, TDS, heavy
metal contaminants like Arsenic, Lead, and Mercury and by removing pathogenic micro-
organisms. Consequently, it revives the original taste of water. Its unique 6 stage
purification process also reduces pesticides in the water and reduces scale formation,
when water is heated.
Features:

6 Stage purification process :

Equipped with the revolutionary Reverse Osmosis technology and 6- stage purification
process.
Higher capacity
Aquaguard REVIVA Institutional Reverse Osmosis water purification System uses
special membrane elements, which produces higher quantity of treated water, ensures
faster and continuous supply of water.
Micro-biologically Potable
Makes water both chemically and microbiologically potable by reducing hardness. TDS,
heavy metal contaminants and by removing waterborne pathogenic micro-organisms.
No Need for bottled water
With Aquaguard REVIVA Institutional Reverse Osmosis Purification System. you won't
need bottled water anymore.
Self - Cleaning System This ensures superior and effective membrane performance by
auto-flushing every hour.

50
4. Aquaguard REVIVA - RO 25 LPH Storage:

The RO Membrane used in Aquaguard REVIVA Institutional Reverse Osmosis

purification system has a 0. 0001 micron pore size, which prevents the passage of micro-
organisms and total dissolved salts. This makes water lighter, taste natural and safe to
drink. Aquaguard REVIVA Institutional Reverse Osmosis purification system makes the
water both chemically and micro-biologically potable by reducing hardness, TDS, heavy
metal contaminants like Arsenic, Lead, and Mercury and by removing pathogenic micro-
organisms. Consequently, it revives the original taste of water. Its unique 6 stage
purification process also reduces pesticides in the water and reduces scale formation,
when water is heated.

Features:

6 Stage purification process

Equipped with the revolutionary Reverse Osmosis technology and 6- stage purification
process.
Higher capacity
Aquaguard REVIVA Institutional Reverse Osmosis water purification System uses
special membrane elements, which produces higher quantity of treated water, ensures
faster and continuous supply of water.
Micro-biologically Potables
Makes water both chemically and microbiologically potable by reducing hardness. TDS
heavy metal contaminants and by removing water borne pathogenic micro-organisms.
No Need for bottled water
With Aquaguard REVIVA Institutional Reverse Osmosis Purification System. you won't
need bottled water anymore.
Self - Cleaning System This ensures superior and effective membrane performance by
auto-flushing every hour.

51
 CHAPTER -6
Corporate Social
Responsibility & Awards
of Eureka Forbes Ltd

52
Corporate Social Responsibility:

Installation of Water Purifiers when Mumbai was submerged.

Our zeal of being “Friends for Life” is not restricted to just our customers.
Corporate Social Responsibility has always been an integral part of Eureka
Forbes. Over a period of 28 years we have been undertaking CSR programs
across the country. Be it setting up of recreational Parks for the elderly or
installing free water purification systems in times of calamities, we have
actively contributed towards the welfare of the society.

On July 26th, when Mumbai was submerged due to exceptionally heavy rains
we installed Water Purification Units across Mumbai to provide safe drinking
water to the affected people.

Water Purifiers installations during Tsunami:

On 26th Dec, when Tamil Nadu was faced with the devastation caused by the tsunami,

we installed high capacity

water purification systems in 30 locations. Eureka Forbes Actively worked with a

Leading NGO- World Vision in this effort.

Jagrut Mumbaikar Program

On November 27, 2008, the day after the Mumbai terror attacks, we installed four water
purifications units at St. George Hospital, Mumbai to provide safe drinking to victims and
their families.

53
Our Jagrut Mumbaikar Programmer, in association with the Mumbai Police and Mumbai
Fire Brigade is focused on showing citizens and co-operative societies how to safeguard
their living environment. Mumbaikars actively participated in the program which is the
first of it’s kind.

Diwali celebrations with the senior citizens

As a part of our active community service we have also undertaken the work of creating
community parks made especially for the senior citizens. Diwali celebrations were held
with the senior citizens of Shivaji Park – Nana Nani Park, Mumbai.

As a part of our active community service we have also undertaken the work of creating
community parks made especially for the senior citizens. Diwali celebrations were held
with the senior citizens of Shivaji Park – Nana Nani Park, Mumbai.

Eureka Forbes Institute of Environment:

The Eureka Forbes Institute of Environment (EFIE) is a non-profit body of likeminded

professionals. It was set up in 2000 by Eureka Forbes Limited to promote awareness
about managing our natural water and air resources.

We are guided by a Vision which states: Unpolluted water and air is our children’s
birthright.
The Eureka Forbes Institute of Environment came into being as a part of the companies
social responsibility drive. Ever since its inception, EFIE has set up a set of goals for
which constant endeavors are undertaken:

To be a “living proof” of the corporate vision of Eureka Forbes “A happy, healthy, safe
and pollution free world based on long lasting customer
Relationships

54
 To create innovative and educative touch points for citizens to experience the
contribution of Eureka Forbes through a new dimension.
To be recognized as a significant contributor to the environmental education and be seen
as having “earned” rights to participate in the environment news/debate space that is
likely to be increasingly at the center of public interest.

Aquachek water labs conducting free water tests in 14 cities across India.

The various projects undertaken by EFIE include:

Euro E Index Program: Under this program we have successfully provided data related to
pollution and other environmental facts for eight long years without fail. Other activities
under this include city wise comparison of water quality, daily water watch for 14 cities, etc.
in collaboration with NDTV 24x7. Currently the show is being aired on NDTV, while it
began with Star News. Both these programs are the world’s first and India is the first country
to have daily pollution data telecast through the electronic medium of television”.

Euro Rainwater Harvesting Program

° Eureka Forbes through the Eureka Forbes Institute of Environment initiated a movement on
‘Rain Water Harvesting in Urban India with special focus on Mumbai. The objective is to
create citizens involvement in working out a solution to the Water crisis. Following services
are offered through this program:
- Educating masses about Rainwater Harvesting
- Technical Consultancy

Aqua Ambassador School Program: Eureka Forbes Institute of Environment and Rotary
Club of Mumbai have joined hands for carrying out the “Aqua Ambassador” program with
the goal of creating awareness and educating the school children on water conservation.

Uniting to Safeguard the Environment (USE) Course: The USE course is specially designed
for corporate employees to understand about the environment in a macro sense and tries to
use the learning in implementing the same at field level.

Project Jaldhara: An innovative project ‘Jaldhara’ was implemented with the purpose of
water conservation in Badlapur area. The project was initiated by HSBC bank under their
HSBC Bank’s Global Leadership Series in partnership with Eureka Forbes Institute of
Environment (EFIE) and a Mumbai-based NGO called Members of Brotherhood (MOB).

55
Awards of Eureka Forbes Ltd.

Eureka Forbes has received many prestigious accolades since its inception - be
it in relation to our products, our people practices or our social responsibility.
We continue to make our mark in each of these fields thanks to the continuous
support of our untiring people, fondly called Euro champs; our ever supportive
customers, our associates and our partners. This drives us to continuously
strive to outdo ourselves as a company and reinstate our position as friends for
life. Forever
1. UNESCO Water Digest Award

At the first UNESCO-Water Digest Awards Night, we bagged one award. At the second
UNESCO-Water Digest Awards Night, we doubled our wins to two. And at the third
UNESCO-Water Digest Awards Night - in the presence of dignitaries such as the Humble
Minister of Parliamentary Affairs & Water Resources Mr. Paean Kumar Banal, UNESCO
Director Mr. Armoogum Parsuramen, Secretary-General - PHDCCI (PHD Chamber of
Commerce and Industry) Mr. Krishna Kalra and Chief - FAO (Food and Agriculture
Organization of the United Nations) Mr. Gavin Wall - we went one better and registered a
triple triumph!
Three wins in three years as the Best Complete Domestic Water Solutions Provider, two
consecutive wins as Best Domestic RO Water Purifier (this time for Aquaguard Total
Protect+) and also, a win for Aqua Sure Storage Water Purifier as Best Domestic Non-
electric Water Purifier.
This year we have also received three ‘Distinguished’ recognitions - Distinguished Water
R&D and Technological Breakthrough for Aquaguard Total Sensa, Distinguished Best
Domestic UV Water Purifier for Aquaguard Total Infiniti and Distinguished Upcoming
Water Company for Forbes Water.
We continue to be the leaders in water purification. And what is very commendable is
that this prestigious recognition spanned the various facets of our water business and all
technologies...from the pioneer and flagship Aquaguard to Aqua Sure and to Forbes
Water.

56
2. Super brand - Aquaguard 2009-10 :

Aquaguard and Euro clean being elevated yet again to the status of
‘Super brands’, confirming their undoubted leadership of their respective
Categories. This is the third time in a row that this prestigious status has been
conferred on ‘Aquaguard’ and the second time on ‘Euro clean’.

3. The Frost & Sullivan Environment Excellence Awards

2009 :

The Frost & Sullivan Environment Excellence Awards 2009 - India celebrated
Exemplary achievements by companies in the environment industry in Water
& Waste Water Treatment, Waste Management, Air Pollution Control and
Point of Use Water Treatment Systems. These companies created innovative
Best practices to capitalize on the tremendous opportunities in the sector and
attain a competitive .

57
 CHEPTER – 7
Customer’s satisfaction &
Consumer Behavior

58
CUSTOMER:

A customer (also known as a client, buyer, or purchaser) is usually used to refer to a

current or potential buyer or user of the products of an individual or organization, called
the supplier, seller, or vendor. This is typically through purchasing or renting goods or
services. However, in certain contexts, the term customer also includes by extension any
entity that uses or experiences the services of another. A customer may also be a viewer
of the product or service that is being sold despite deciding not to buy them. The general
distinction between a customer and a client is that a customer purchases products,
whereas a client purchases services.

The word derives from "custom," meaning "habit"; a customer was someone who
frequented a particular shop, who made it a habit to purchase goods of the sort the shop
sold there rather than elsewhere, and with whom the shopkeeper had to maintain a
relationship to keep his or her "custom," meaning expected purchases in the future.

The slogans "the customer is king" or "the customer is god" or "the customer is always
right" indicate the importance of customers to businesses – although the last expression is
sometimes used ironically.

However, "customer" also has a more generalized meaning as in customer service and a
less commercialized meaning in not-for-profit areas. To avoid unwanted implications in
some areas such as government services, community services, and education, the term
"customer" is sometimes substituted by words such as "constituent" or "stakeholder".
This is done to address concerns that the word "customer" implies a narrowly commercial
relationship involving the purchase of products and services. However, some managers in
this environment, in which the emphasis is on being helpful to the people one is dealing
with rather than on commercial sales, comfortably use the word "customer" to both
internal and external customers.

OBSOLETE meaning: In the early 17th century customer was defined as a "common
prostitute". This meaning is important for understanding historical literary works. ("I
marry her! What, a customer?")Othello, or ("I think thee now a common customer") All's
Well that Ends Well.[1] Today the meaning of "customer" has been inverted in this usage.

Consumer is a broad label for any individuals or households that use goods and services
generated within the economy. The concept of a consumer occurs in different contexts, so
that the usage and significance of the term may vary.

59
In economics and marketing:
The "consumer" is the one who consumes the goods and services produced. As such,
consumers play a vital role in the economic system of a nation because in the absence of
the effective demand that emanates from them, the economy virtually collapses. Mahatma
Gandhi said a customer is the most important visitor in our premises. He is not dependent
on us, we are on him. He is not an interruption to our work; he is the purpose of it.

Typically when business people and economists talk of consumers they are talking about
person as consumer, an aggregated commodity item with little individuality other than
that expressed in the buy/not-buy decision. However there is a trend in marketing to
individualize the concept. Instead of generating broad demographic profiles and psycho-
graphic profiles of market segments, marketers have started to engage in personalized
marketing, permission marketing, and mass customization.

There is increasing backlash from the public over use of the label "consumer" rather than
"customer", with many finding it offensive and derogatory.

In law and politics:

The law primarily uses the notion of "consumer" in relation to consumer protection laws,
and the definition of consumer is often restricted to living persons (i.e. not corporations or
businesses) and excludes commercial users. A typical legal rationale for protecting the
consumer is based on the notion of policing market failures and inefficiencies, such as
inequalities of bargaining power between a consumer and a business. As of all potential
voters are also consumers, consumer protection takes on a clear political significance.

Concern over the interests of consumers has also spawned much activism, as well as
incorporation of consumer education into school curricula There are also various non-
profit publications, such as Consumer Reports and Choice Magazine, dedicated to assist
in consumer education and decision making, and Consumer Direct in the UK.

In India, the Consumer Protection Act 1986 clearly differentiates a consumer as

consuming a commodity or service either for his personal domestic use or to earn his
livelihood. Only consumers are protected as per this act and any person, entity or
organization purchasing a commodity for commercial reasons are exempted from any
benefits of this act. Furthermore, Indian case law has quite a few references on how to
distinguish a consumer from a customer.

60
Customer satisfaction :

Frequently used in marketing, is a measure of how products and services supplied by a

company meet or surpass customer expectation. . Customer satisfaction is defined as "the
number of customers, or percentage of total customers, whose reported experience with a
firm, its products, or its services (ratings) exceeds specified satisfaction goals.

It is seen as a key performance indicator within business and is part of the four of a
Balanced Scorecard. In a competitive marketplace where businesses compete for
customers, customer satisfaction is seen as a key differentiator and increasingly has
become a key element of business strategy.

Within organizations, customer satisfaction ratings can have powerful effects. They focus
employees on the importance of fulfilling customers’ expectations. Furthermore, when
these ratings dip, they warn of problems that can affect sales and profitability. These
metrics quantify an important dynamic. When a brand has loyal customers, it gains
positive word-of-mouth marketing, which is both free and highly effective.

Therefore, it is essential for businesses to effectively manage customer satisfaction. To be

able do this, firms need reliable and reprehensive measures of satisfaction.

In researching satisfaction, firms generally ask customers whether their product or service
has met or exceeded expectations. Thus, expectations are a key factor behind satisfaction.
When customers have high expectations and the reality falls short, they will be
disappointed and will likely rate their experience as less than satisfying. For this reason, a
luxury resort, for example, might receive a lower satisfaction rating than a budget
motel—even though its facilities and service would be deemed superior in “absolute”
terms.

61
The importance of customer satisfaction diminishes when a firm has increased bargaining
power. For example, cell phone plan providers, such as AT&T and Verizon, participate in
an industry that is an oligopoly, where only a few suppliers of a certain product or service
exist. As such, many cell phone plan contracts have a lot of fine print with provisions that
they would never get away if there were, say, a hundred cell phone plan providers,
because customer satisfaction would be way too low, and customers would easily have
the option of leaving for a better contract offer.

There is a substantial body of empirical literature that establishes the benefits of customer
satisfaction for firms.

Purpose:

A business ideally is continually seeking feedback to improve customer satisfaction.

Customer satisfaction provides a leading indicator of consumer purchase intentions and

loyalty. Customer satisfaction data are among the most frequently collected indicators of
market perceptions. Their principal use is twofold.

1. Within organizations, the collection, analysis and dissemination of these data send
a message about the importance of tending to customers and ensuring that they
have a positive experience with the company’s goods and services
2. Although sales or market share can indicate how well a firm is performing
currently, satisfaction is an indicator of how likely it is that the firm’s customers
will make further purchases in the future. Much research has focused on the
relationship between customer satisfaction and retention. Studies indicate that the
ramifications of satisfaction are most strongly realized at the extremes. On a five-
point scale, individuals who rate their satisfaction level as are likely to become
return customers and might even evangelize for the firm. (A second important
metric related to satisfaction is willingness to recommend. This metric is defined as
"The percentage of surveyed customers who indicate that they would recommend a
brand to friends." When a customer is satisfied with a product, he or she might
recommend it to friends, relatives and colleagues. This can be a powerful
marketing advantage.) Individuals who rate their satisfaction level as “1,” by
contrast, are unlikely to return. Further, they can hurt the firm by making negative
comments about it to prospective customers. Willingness to recommend is a key
metric relating to customer satisfaction.

Organizations need to retain existing customers while targeting non-customers.

Measuring customer satisfaction provides an indication of how successful the
organization is at providing products and/or services to the marketplace.

62
Customer satisfaction is measured at the individual level, but it is almost always reported
at an aggregate level. It can be, and often is, measured along various dimensions. A hotel,
for example, might ask customers to rate their experience with its front desk and check-in
service, with the room, with the amenities in the room, with the restaurants, and so on.
Additionally, in a holistic sense, the hotel might ask about overall satisfaction “with your
stay.

As research on consumption experiences grows, evidence suggests that consumers

purchase goods and services for a combination of two types of benefits: hedonic and
utilitarian. Hedonic benefits are associated with the sensory and experiential attributes of
the product. Utilitarian benefits of a product are associated with the more instrumental
and functional attributes of the product (Batra and Athola 1990).

Customer satisfaction is an ambiguous and abstract concept and the actual manifestation
of the state of satisfaction will vary from person to person and product/service to
product/service. The state of satisfaction depends on a number of both psychological and
physical variables which correlate with satisfaction behaviors such as return and
recommend rate. The level of satisfaction can also vary depending on other options the
customer may have and other products against which the customer can compare the
organization's products.

Work done by Parasuraman, Zeithaml and Berry (Leonard L) between 1985 and 1988
provides the basis for the measurement of customer satisfaction with a service by using
the gap between the customer's expectation of performance and their perceived
experience of performance. This provides the measurer with a satisfaction "gap" which is
objective and quantitative in nature. Work done by Cronin and Taylor propose the
"confirmation/disconfirmation" theory of combining the "gap" described by Parasuraman,
Zeithaml and Berry as two different measures (perception and expectation of
performance) into a single measurement of performance according to expectation.

The usual measures of customer satisfaction involve a survey with a set of statements
using a Likert Technique or scale. The customer is asked to evaluate each statement and
in term of their perception and expectation of performance of the organization being
measured. Their satisfaction is generally measured on a five-point scale.

63
Customer satisfaction data can also be collected on a 10-point scale.

Regardless of the scale used, the objective is to measure customers’ perceived satisfaction
with their experience of a firm’s offerings. It is essential for firms to effectively manage
customer satisfaction. To be able do this, we need accurate measurement of satisfaction.

Good quality measures need to have high satisfaction loadings, good reliability, and low
error variances. In an empirical study comparing commonly used satisfaction measures it
was found that two multi-item semantic differential scales performed best across both
hedonic and utilitarian service consumption contexts. According to studies by Wirtz &
Lee (2003), they identified a six-item 7-point semantic differential scale (e.g., Oliver and
Swan 1983), which is a six-item 7-point bipolar scale, that consistently performed best
across both hedonic and utilitarian services. It loaded most highly on satisfaction, had the
highest item reliability, and had by far the lowest error variance across both studies. In the
study, the six items asked respondents’ evaluation of their most recent experience with
ATM services and ice cream restaurant, along seven points within these six items: “please
me to displeased me”, “contented with to disgusted with”, “very satisfied with to very
dissatisfied with”, “did a good job for me to did a poor job for me”, “wise choice to poor
choice” and “happy with to unhappy with”.

A semantic differential (4 items) scale (e.g., Eroglu and Machleit 1990) , which is a four-
item 7-point bipolar scale, was the second best performing measure, which was again
consistent across both contexts. In the study, respondents were asked to evaluate their
experience with both products, along seven points within these four items: “satisfied to
dissatisfied”, “favorable to unfavorable”, “pleasant to unpleasant” and “I like it very
much to I didn’t like it at all”.

The third best scale was single-item percentage measure, a one-item 7-point bipolar scale
(e.g., Westbrook 1980). Again, the respondents were asked to evaluate their experience
on both ATM services and ice cream restaurants, along seven points within “delighted to
terrible”. It seems that dependent on a trade-off between length of the questionnaire and
quality of satisfaction measure, these scales seem to be good options for measuring
customer satisfaction in academic and applied studies research alike. All other measures
tested consistently performed worse than the top three measures, and/or their performance
varied significantly across the two service contexts in their study. These results suggest
that more careful presetting would be prudent should these measures be used.

Finally, all measures captured both affective and cognitive aspects of satisfaction,
independent of their scale anchors. Affective measures capture a consumer’s attitude
(liking/disliking) towards a product, which can result from any product information or
experience. On the other hand, cognitive element is defined as an appraisal or conclusion
on how the product’s performance compared against expectations (or exceeded or fell
short of expectations), was useful (or not useful), fit the situation (or did not fit),
exceeded the requirements of the situation (or did not exceed).

64
Methodologies:
American Customer Satisfaction Index (ACSI) is a scientific standard of customer
satisfaction. Academic research has shown that the national ACSI score is a strong
predictor of Gross Domestic Product (GDP) growth, and an even stronger predictor of
Personal Consumption Expenditure (PCE) growth. On the microeconomic level,
academic studies have shown that ACSI data is related to a firm's financial performance
in terms of return on investment (ROI), sales, long-term firm value (Tobin's q), cash flow,
cash flow volatility, human capital performance, portfolio returns, debt financing, risk,
and consumer spending.[12] Increasing ACSI scores has been shown to predict loyalty,
word-of-mouth recommendations, and purchase behavior. The ACSI measures customer
satisfaction annually for more than 200 companies in 43 industries and 10 economic
sectors. In addition to quarterly reports, the ACSI methodology can be applied to private
sector companies and government agencies in order to improve loyalty and purchase
intent. Two companies have been licensed to apply the methodology of the ACSI for both
the private and public sector: CFI Group, Inc. and Foresee Results apply the ACSI to
websites and other online initiatives. ASCI scores have also been calculated by
independent researchers, for example, for the mobile phones sector,[13] higher
education,[14] and electronic mail.

The Kano model is a theory of product development and customer satisfaction developed
in the 1980s by Professor Noriaki Kano that classifies customer preferences into five
categories: Attractive, One-Dimensional, Must-Be, Indifferent, Reverse. The Kano model
offers some insight into the product attributes which are perceived to be important to
customers.

SERVQUAL or RATER is a service-quality framework that has been incorporated into

customer-satisfaction surveys (e.g., the revised Norwegian Customer Satisfaction
Barometer) to indicate the gap between customer expectations and experience.J.D. Power
and Associates provides another measure of customer satisfaction, known for its top-box
approach and automotive industry rankings. J.D. Power and Associates' marketing
research consists primarily of consumer surveys and is publicly known for the value of its
product awards. Other research and consulting firms have customer satisfaction solutions
as well. These include A.T. Kearney's Customer Satisfaction Audit process,[17] which
incorporates the Stages of Excellence framework and which helps define a company’s
status against eight critically identified dimensions. For Business to Business (B2B)
surveys there is the Info Quest box. This has been used internationally since 1989 on
more than 110,000 surveys (Nov '09) with an average response rate of 72.74%. The box
is targeted at "the most important" customers and avoids the need for a blanket survey.

These customer satisfaction methodologies have not been independently audited by the
Marketing Accountability Standards Board (MASB) according to MMAP (Marketing
Metric Audit Protocol).

65
Consumer:
Consumer is a broad label for any individuals or households that use goods and services
generated within the economy. The concept of a consumer occurs in different contexts, so
that the usage and significance of the term may vary.

In economics and marketing:

The "consumer" is the one who consumes the goods and services produced. As such,
consumers play a vital role in the economic system of a nation because in the absence of
the effective demand that emanates from them, the economy virtually collapses. Mahatma
Gandhi said a customer is the most important visitor in our premises. He is not dependent
on us, we are on him. He is not an interruption to our work; he is the purpose of it.
Typically when business people and economists talk of consumers they are talking about
person as consumer, an aggregated commodity item with little individuality other than
that expressed in the buy/not-buy decision. However there is a trend in marketing to
individualize the concept. Instead of generating broad demographic profiles and psycho-
graphic profiles of market segments, marketers have started to engage in personalized
marketing, permission marketing, and mass customization. There is increasing backlash
from the public over use of the label "consumer" rather than "customer", with many
finding it offensive and derogatory.

In law and politics:

The law primarily uses the notion of "consumer" in relation to consumer protection laws,
and the definition of consumer is often restricted to living persons (i.e. not corporations or
businesses) and excludes commercial users. A typical legal rationale for protecting the
consumer is based on the notion of policing market failures and inefficiencies, such as
inequalities of bargaining power between a consumer and a business.[4] As of all potential
voters are also consumers, consumer protection takes on a clear political significance.

Concern over the interests of consumers has also spawned much activism, as well as
incorporation of consumer education into school curricula] There are also various non-
profit publications, such as Consumer Reports and Choice Magazine, dedicated to assist
in consumer education and decision making, and Consumer Direct in the UK.In India, the
Consumer Protection Act 1986 clearly differentiates a consumer as consuming a
commodity or service either for his personal domestic use or to earn his livelihood. Only
consumers are protected as per this act and any person, entity or organization purchasing
a commodity for commercial reasons are exempted from any benefits of this act.
Furthermore, Indian case law has quite a few references on how to distinguish a consumer
from a customer.

66
CONSUMER BEHAVIOR:
THE PSYCHOLOGY OF MARKETING

The objectives of this project report are:The study of consumers helps firms and
organizations improve their marketing strategies by understanding issues such as howThe
psychology of how consumers think, feel, reason, and select between different
alternatives (e.g., brands, products); The psychology of how the consumer is influenced
by his or her environment (e.g., culture, family, signs, media); The behavior of consumers
while shopping or making other marketing decisions; Limitations in consumer knowledge
or information processing abilities influence decisions and marketing outcome; How
consumer motivation and decision strategies differ between products that differ in their
level of importance or interest that they entail for the consumer; and How marketers can
adapt and improve their marketing campaigns and marketing strategies to more
effectively reach the consumer.

There are four main applications of consumer behavior:

The most obvious is for marketing strategy—i.e., for making better marketing campaigns.
For example, by understanding that consumers are more receptive to food advertising
when they are hungry, we learn to schedule snack advertisements late in the afternoon.
By understanding that new products are usually initially adopted by a few consumers and
only spread later, and then only gradually, to the rest of the population, we learn that

(1) Companies that introduce new products must be well financed so that they can stay
afloat until their products become a commercial success

(2) it is important to please initial customers, since they will in turn influence many
subsequent customers’ brand choices.

67
A second application is public policy. In the 1980s, Acutance, a near miracle cure for
acne, was introduced. Unfortunately, Acutance resulted in severe birth defects if taken by
pregnant women. Although physicians were instructed to warn their female patients of
this, a number still became pregnant while taking the drug. To get consumers’ attention,
the Federal Drug Administration (FDA) took the step of requiring that very graphic
pictures of deformed babies be shown on the medicine containers.

Social marketing involves getting ideas across to consumers rather than selling
something. Marty Fishbone, a marketing professor, went on sabbatical to work for the
Centers for Disease Control trying to reduce the incidence of transmission of diseases
through illegal drug use. The best solution, obviously, would be if we could get illegal
drug users to stop. This, however, was deemed to be infeasible. It was also determined
that the practice of sharing needles was too ingrained in the drug culture to be stopped. As
a result, using knowledge of consumer attitudes, Dr. Fishbone created a campaign that
encouraged the cleaning of needles in bleach before sharing them, a goal that was
believed to be more realistic.

As a final benefit, studying consumer behavior should make us better consumers.

Common sense suggests, for example, that if you buy a 64 liquid ounce bottle of laundry
detergent, you should pay less per ounce than if you bought two 32 ounce bottles. In
practice, however, you often pay a size premium by buying the larger quantity. In other
words, in this case, knowing this fact will sensitize you to the need to check the unit cost
labels to determine if you are really getting a bargain.

There are several units in the market that can be analyzed. Our main thrust in this course
is the consumer. However, we will also need to analyze our own firm’s strengths and
weaknesses and those of competing firms. Suppose, for example, that we make a product
aimed at older consumers, a growing segment. A competing firm that targets babies, a
shrinking market, is likely to consider repositioning toward our market. To assess a
competing firm’s potential threat, we need to examine its assets (e.g., technology, patents,
market knowledge, and awareness of its brands) against pressures it faces from the
market. Finally, we need to assess conditions (the marketing environment). For example,
although we may have developed a product that offers great appeal for consumers, a
recession may cut demand dramatically.

68
 CHAPTER – 8

Project Purpose &

Objective

69
PROJECT OBJECTIVE

The objective of the project study includes:

Objective

1. TO DEFINE THE BASIC NEED AND WANTS OF

CUSTOMER.

2. TO KNOW THE PRODUCT AND SERVICE QUALITY OF

EUREKA FORBES LIMITED.

3. TO FIND OUT STISFACTION OF CUSTOMER ABOUT EUREKA

FORBES.

4. TO FIND OUT BRAND ROYALTY OF THE CUSTOMER TOWARDS

THE EUREKA FORBES.

5. TO KNOWLEDLE OF THE CUSTOMER REGARDING AFTER SALE

SERVICE

70
 CHAPTER – 9
RESEARCH
METHODOLOGY

71
RESEARCH METHODOLOGY

Methodology adopted for the project:

Survey of literature

Design of Question

Design of Sample Survey

Data collection (Field study)

Analysis of Data

Finding / Result of Analysis

Recommendation of the
company and benefit

72
 Under this project seven main step:

SURVEY OF LITERATURE:
The study started with the literature survey though various journals and magazines ,
which help to comprehend .

DESIGN OF QUESTIONNARIES:
The questionnaires are designed based upon the object of the study. The questionnaires
consisted of manly closed questions. It tested on small group and was rechecked before
final administering.

DESIGN OF SAMPLE SURVEY:

The respondent are mostly from Raipur with occupation group, who have use of product .
In this study the target sample size was 100 with out of any reception.

DATA COLLECTION:
Primary data was collected to conduct the study as primary data help to reach more
authentic concussion from finding. in these the data was collected by means of structured
questionnaires

ANALYSIS OF DATA:
After the data collected now we analysis of the whole data.

FINDING OF ANALYSIS:

RECOMMENDATION:

73
 CHAPTER – 4

DATA ANALYSIS
AND
INTERPRETATION

74
Q. WHICH PRODUCT ARE YOU USING?

(A) AQUAGUARD (B) VACCUM CLEANER

(C) AIR PURIFIER (D) AQUAGUARD & VACCUM CLEANER

AQUAGUARD VACCUM CLEANER AIR PURIFIER AQUAGUARD &

VACCUM CLEANER

45 14 3 38

50
45
40
35
30
25 PRODUCT USER
20
15
10
5
0
AQUAGUARD

AQUAGUARE
CLEANER

PURIFIER
VACCUM

& VACCUM
CLEANER
AIR

Finding: The people prefer to purchase an Aqua guard then vacuum cleaner.

75
Q. FROM HOW MANY YEARS YOU ARE USING THE PRODUCT?

(A) 0-2 YEARS (B) 3-4 YEARS (C) 5-7 YEARS (D) 8-MORE YEARS

0-2 YEARS 3-4 YEARS 5-7 YEARS 8- MORE YEARS

25 45 22 18

50
45
40
35
30
25
20 YEAR OF USE
15
10
5
0
0-2 YEARS 3-4 YEARS 5-7 YEARS 8- MORE
YEARS

Finding: Users are using Aquaguard from 3to4 years.

76
Q. WHAT IS THE STATUS OF YOUR PRODUCT?

(A) IN WARRANTY (B) OUT OF WARRANTY

(C) IN CONTRACT (D) OUT OF CONTRACT

IN OUT OF IN OUT OF
WARRANTY WARRANTY CONTRACT CONTRACT

23 12 55 10

60
50
40
30
CUSTOMER
20
10
0
IN OUT OF IN OUT OF
WARRANTY WARRANTY CONTRACT CONTRACT

Finding: The sautés is at contract basis.

77
Q. HOW MUCH YOU ARE SATISFIED WITH THE PRODUCT YOU ARE
USING?

(A) EXCELLENT (B) GOOD (C) AVARAGE (D) POOR

EXCELLENT GOOD AVARAGE POOR

53 27 15 5

60

50

40

30

20

10

0
EXCELLENT GOOD AVARAGE POOR

Finding: The people are much satisfied by using the EFL product.

78
Q.6 ARE YOU SATISFIED WITH THE AFTER SALE SERVICE?

(A) 0-25% (B) 25-50% (C) 50-75% (D) 75-100%

0-25% 25-50% 50-75% 75-100%

4 6 11 79

80
70
60
50
40
30
20
10
0
0-25 25-50 50-75 75-100

Finding: in the Raipur city the maximum customers have been satisfied by the after
sale service.

79
Q. DO YOU GET THE SOLUTION OF YOUR COMPLAIN IN FIRST ATTEMPT?

(A) YES (B) NOT

YES NO
80 20

SOLUTIONS

20%

80%

Finding: 80 % people get the solution of their complaints in first attempt.

80
Q-8 WHAT IS THE SATISFACTION OF MANDATORY SERVICE GIVEN TO AQUGUARD?

(A) 0-25% (B) 25-50% (C) 50-75% (D) 75-100%

0-25% 25-50% 50-75% 75-100%

6 9 15 70

70
60
50
40
30
20
10
0
0-25 % 25-50% 50-75% 75-100%

Finding: the company provides services to the customer regularly.

81
Q9. WHAT CRITERIA YOU WOULD CONSIDER WHILE BUYING A WATER PURIFIER?

(A) FEATURE (B) BENIFITS (C) BRAND (D) ALL THREE

FEATURE BRAND BENIFIT ALL THREE

19 6 15 60

60

50

40

30

20

10

0
FEATURE BRAND BENEFIT ALL

Finding: At the time of purchasing water purifier people consider all the above point.

82
Q.10 DO YOU GET THE REMINDER OF ANNUAL MAINTENANCE CONTRACT?

(A) YES (B) NO

YES NO
78 22

80
70
60
50
40
30
20
10
0
YES NO

Finding: 78% received a reminder of Annual Maintenance Contract and 22% does not
receive.

83
Q.11.A:- WOULD YOU SUGGEST OTHERS TO BUY EUREKA FORBES
PRODUCT?

(A) YES (B) NO

YES NO
85 15

90
80
70
60
50
40
30
20
10
0
YES NO

Finding: There are only 85% are suggesting to other purchasing of this product and
15% say no.

84
 B:- WHY YOU SUGGEST

(A) SERVICE (B) GOODWILL (C) RELIABILITY (D) ALL

SERVICE GOODWILL RELIABILITY ALL

44 5 8 23

45
40
35
30
25
20
15
10
5
0
SERVICE GOODWILL RELIABILITY ALL

Finding: The reason behind giving suggestion to others is on the basis service, which
company provide after sale.

85
Q. WHAT DO YOU DIS LIKE ABOUT THE COMPANY?

(A) RATE OF AMC (B) BY BACK RATE

(C) HIGH COST (D) WITH OUT IMFORMATION SERVICE

RATE OF AMC BY BACK RATE HIGH COST WITH OUT IMFORMATION

SERVICE
55 13 24 18

60
50
40
30
20
10
0
RATE OF AMC BY BACK HIGH COST WITH OUT
RATE IMFORMATION
SERVICE

Finding: The Rate of AMC is high and the services Technician are come without any
information.

86
Q.13 DO YOU THINK THE COST OF EFL PRODOCT IS ACCORDING TO ITS
QUALITY?
(A)YES (B) NO

YES NO
78 22

COST
YES NO

22%

78%

Finding: 78% people agreed with its cost.

87
Q.14 ACCORDING TO YOU WHO IS THE NEAREST COMPETITOR OF THE COMPANY?

(A) KENT (B) KUCHINA

(C)PUREIT (D) OTHER

KENT KOCHINA PURET OTHER

65 18 12 5

70
60
50
40
30
20
10
0
KENT KOCHINA PURET OTHER

Finding: The nearest competitors of Eureka Forbes are the

Kent Purifier.

88
Q. 15 ARE EUREKA FOBES THE BEST SERVICE COMPANY IN
RAIPUR?

(A)YES (B) NO

YES NO
85 15

90
80
70
60
50
40 85

30
20
10 15
0
YES NO

Finding: we find that the Eureka Forbes is best service company in Raipur.
.

89
CHAPTER – 11
FINDING

90
FINDINGS:

 Large number of Aquacade User in Raipur city.

 Company provided a timely service

 The response time of complain solving is too good.

 The company also given a reminder of AMC

 The person are given a suggest to purchasing a these

product because it a good service company.

 The brand loyalties are high.

o It a best Service Company

o Customer having knowledge after sale service. .

o 82% Customer having knowledge after sale service.

91
 CHAPTER- 12
LIMITATION OF
STUDY

92
 LIMITATION OF STUDY

LIMITATIONS

The present study is subjected to following LIMITATIONS.

1. Method of data collection was through personal interview and

therefore bias becomes a major limitation.

2. Due to the time constraints all the customers were not

covered.

3. The sample was restricted to 100 customers, which may

restrict the scope and completion of study.

4. Owing to their pre occupation some customers were unable to

answer the complete questionnaire.

93
CHAPTER- 13
SUGGESTION

94
SUGGESTION:

There are various point may be more helpful and its benefit:

• Given a information before service. 2

• Company should given a one set extra filter.

• Given a complete expenses knowledge.

• Annual Maintenance contract rate should be decreased.

• Spare should be made available at proper time.

• EFL should provide knowledge regarding after sale service to customer

at time of purchase

95
BIBLIOGRAPHY

96
 Bibliography

This section throws light upon those internet sites and books from
where help has been taken from to make this project report (not in
entirely). These have been listed below:

BOOKS:
 MARKETING & CUSTOMER SATISFACTION - R.M. McNealy

 Improving Your Measurement of Customer Satisfaction – TERRY G. WARWA

Internet sites:

 www.eurekaforbes.co.in

 www.eurosmile.in

 www.wikipedia.com

97
QUESTIONNAIRE

98
 QUESTIONNAIRE
Q.1 DEMOGRAPHIC DETAILS:
NAME:
……………………………………………………………………………
AGE:
GENDER: MALE ( ) FEMALE ( )
STATUS : MARRIED ( ) UNMARRIED ( )
0CCUPATION: BUSSINESS MAN ( ) SERVICE ( ) SEFL
EMPLOYED ( )
CONTACT NO. :……………………………….. EMAIL:
………………………………….

Q.2 WHICH PRODUCT ARE YOU USING?

(A) AQUAGUARD (B) VACCUM CLEANER

(C) AIR PURIFIER (D) ALL

Q.3 FROM HOW MANY YEARS YOU ARE USING THE PRODUCT?

(A) 0-2 YEARS (B) 3-4 YEARS (C) 5-7 YEARS (D) 8-MORE YEARS

Q.4 WHAT IS THE STATUS OF YOUR PRODUCT?

(A) IN WARRANTY (B) OUT OF WARRANTY

(C) IN CONTRACT (D) OUT OF CONTRACT

Q.5 HOW SATISFIED ARE YOU WITH THE PRODUCT YOU ARE
USING?

(A) EXCELLENT (B) GOOD (C) POOR

99
Q.6 ARE YOU SATISFIED WITH THE AFTER SALE SERVICE?

(A) 0-25% (B) 25-50% (C) 50-75% (D) 75-100%

Q.7 DID YOU GET THE SOLUTION OF YOUR COMPLAIN IN FIRST

ATTEMPT?

(A) YES (B) NOT

Q-8 WHAT IS THE PERCENTAGE OF MANDATORY SERVICE GIVEN

TO AQUGUARD?

(A) 0-25% (B) 25-50% (C) 50-75% (D) 75-100%

Q9. WHAT CRITERIA YOU WOULD CONSIDER WHILE BUYING A

WATER PURIFIER?

(A) FEATURE (B) BENIFITS (C) BRAND (D) ALL

Q.10 DID YOU GET THE REMINDER OF ANNUAL MAINTENANCE

CONTRACT?

(A) YES (B) NO

Q.11.A:- WOULD YOU SUGGEST OTHER TO BUY EUREKA FORBES

PRODUCT?

(A) YES (B) NO

100
 B:- WHY YOU SUGGEST

(A) SERVICE (B) GOODWILL (C) RELIABILITY (D) ALL

Q.12 WHAT DO YOU DIS LIKE ABOUT THE COMPANY?

(A) RATE OF AMC (B) BY BACK RATE

(C) HIGH COST (D) WITH OUT IMFORMATION SERVICE

Q.13 DO YOU THING THE COST OF EFL PRODOCT IS ACCORDING

TO ITS QUALITY?

(A)YES (B) NO

Q.14 WHO ACCORDING TO YOU IS THE NEAREST COMPETITOR OF

THE COMPANY?

(A) KENT (B) KUCHINA

(C)PUREIT (D) OTHER

Q.15 IS EUREKA FOBES THE BEST SERVICE COMPANY IN RAIPUR?

(A)YES (B) NO

DATE:
PLACE:

……………………………………..
SIGNATURE

THANKYOU FOR YOUR CO-OPERATION.

101
102