Customer Satisfaction
Customer Satisfaction
Project Report
On
Session-2011
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CERTIFICATE
Date: 10/4/2011
Authorized Signatory
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
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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.
Pt. Hari Shankar Shukla collage main road Shankar Nagar Raipur- 492001 (C.G.)
Tel: 0771-2442887, 4010186 E-mail: [email protected]
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DECLARTION
SANDEEP CHANDRAKAR
DATE:
B.B.A. VI SEM.
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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 take this opportunity to express our graduate towards the HR division as whole.
(SANDEEP CHANDRAKAR)
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||******************** CONTENTS **********************||
9 Research methodology 71
11 Finding 90
12 Limitation of Study 92
13 Suggestions 94
14 Bibliography 96
15 Questionnaire 98
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CHAPTER – 1
History of Eureka
Forbes Ltd.
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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.
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CHAPTER – 2
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
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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
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Introduction of Eureka Forbes Ltd.
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.
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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.
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Euro smile Mission:
Vision
Mission
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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
“A Happy, Healthy, Safe and Pollution free environment built on trust and lasting
relationships with customers.”
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CHEPTER - 3
Service Organ gram
of Eureka Forbes Service
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SERVICE ORGANOGRAM:
:
CHAIRMAN
VICE PRECIDENT
VICE PRECIDENT SALE
SERVICE
SALE
GENRAL
MANAGER
SERVICE
SERVICE EXECUTIVE
SUPREVISOR
GL 1 GL 2 GL 3 GL 4
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EFL PERSONS IN SERVICE:
Mr. Sapoorji Palanj Mistry (Chaiman)
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CHAPTER -4
Eureka Forbes
Partnerships Brand
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Eureka Forbes Partnerships Brand
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.
1. SP GROUP
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.
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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.
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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.
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.
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
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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.
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4. FORBES LUX :
For over 100 years now, millions of people across the globe have opened their doors to
health.
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.
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CHAPTER – 5
PRODUCT OF
EUREKA FORBES
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PRODUCT OF EUREKA FORBES:
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.
* Available in the comfort of your home through the trained direct sales
specialist of Eureka Forbes.
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2. Euroclean ACE :
* Available in the comfort of your home through the trained direct sales
specialist of Eureka Forbes.
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3. Euroclean XForce:
Product Overview
The Euroclean Force is a new age vacuum cleaner, which is powerful and
truly international in its design.
* Available in the comfort of your home through the trained direct sales
specialist of Eureka Forbes.
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3. Euroclean Litevac:
* Available in the comfort of your home through the trained direct sales
specialist of Eureka Forbes.
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Water Purifiers :
Aquaguard UV+RO+UF:
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.
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2. Aquaguard UV models:
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.
* Available in the comfort of your home through the trained direct sales specialist of
Eureka Forbes.
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2 (B). Aquaguard Classic:
Product Overview :
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
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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/-
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3. Aquaguard RO Models:
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.
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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.
* Available in the comfort of your home through the trained direct sales specialist of
Eureka Forbes.
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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.
* Available for bulk/institutional purchase and available in select towns through our
franchisee channel.
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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.
• Available for bulk/institutional purchase and available in select towns through our
franchisee channel.
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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.
* Available at all leading Consumer Durable, Home Appliance and Modern Organized
Retail Outlets
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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.
All Features:
Available in Low TDS
5 Stage RO Purification
Storage Capacity 6 L
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4. Aqua Sure Storage:
Product Overview:
Aqua Sure Xtra storage water purifier with advanced technology that kills harmful
bacteria and viruses and gives 100% pure and safe water.
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.
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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.
Product Features
No electricity is required
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5. Aqua Sure UV:
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.
Product Features:
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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:
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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.
Hi flo
Delivers 2 L water in a minute
Error Indication
If an error occurs, the machine indicates with an
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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.
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
Energy saver mode The Energy saver mode enhances the life of the UV lamp while
saving energy.
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6. Institutional Products:
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.
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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.
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2. Aquaguard REVIVA - RO 25 LPH Basic:
Product Features:
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3. Aquaguard REVIVA - RO 50 LPH Basic:
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4. Aquaguard REVIVA - RO 25 LPH Storage:
Features:
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CHAPTER -6
Corporate Social
Responsibility & Awards
of Eureka Forbes Ltd
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Corporate Social Responsibility:
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.
On 26th Dec, when Tamil Nadu was faced with the devastation caused by the tsunami,
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.
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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.
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.
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
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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.
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”.
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).
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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.
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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’.
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 .
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CHEPTER – 7
Customer’s satisfaction &
Consumer Behavior
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CUSTOMER:
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.
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.
60
Customer satisfaction :
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.
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:
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.
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.
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.
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.
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.
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.
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
69
PROJECT OBJECTIVE
70
CHAPTER – 9
RESEARCH
METHODOLOGY
71
RESEARCH METHODOLOGY
Survey of literature
Design of Question
Analysis of Data
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.
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?
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
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
76
Q. WHAT IS THE STATUS OF YOUR PRODUCT?
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
77
Q. HOW MUCH YOU ARE SATISFIED WITH THE PRODUCT YOU ARE
USING?
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?
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?
YES NO
80 20
SOLUTIONS
20%
80%
80
Q-8 WHAT IS THE SATISFACTION OF MANDATORY SERVICE GIVEN TO AQUGUARD?
70
60
50
40
30
20
10
0
0-25 % 25-50% 50-75% 75-100%
81
Q9. WHAT CRITERIA YOU WOULD CONSIDER WHILE BUYING A WATER PURIFIER?
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?
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?
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
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?
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%
87
Q.14 ACCORDING TO YOU WHO IS THE NEAREST COMPETITOR OF THE COMPANY?
65 18 12 5
70
60
50
40
30
20
10
0
KENT KOCHINA PURET OTHER
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:
91
CHAPTER- 12
LIMITATION OF
STUDY
92
LIMITATION OF STUDY
LIMITATIONS
93
CHAPTER- 13
SUGGESTION
94
SUGGESTION:
There are various point may be more helpful and its benefit:
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
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.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.5 HOW SATISFIED ARE YOU WITH THE PRODUCT YOU ARE
USING?
99
Q.6 ARE YOU SATISFIED WITH THE AFTER SALE SERVICE?
100
B:- WHY YOU SUGGEST
(A)YES (B) NO
DATE:
PLACE:
……………………………………..
SIGNATURE
101
102