SYNOPSYS

SUBMITTED BY MR.UMESH MBA: MARKETING

ROLL NUMBER: COLLEGE NAME: P.G.R.R CEMTER FOR DISTANCE EDUCATION TITLE OF THE PROJECT: CUSTOMER SURVEY REPORT IN RETAIL

SECTOR
ORGANIZATION: BIG BAZAAR

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INTRODUCTION DEFINING CUSTOMER SURVEY:

It is a measurement or indicator of the degree to which customers or users of an organizations products or services are pleased with those products or services.
CUSTOMER SURVEY TO A COMPANY CAN BE DEFINED AS: The company's ability to fulfill the business, emotional, and psychological needs of its customers;

Quality of service delivery expected by the customers. An internal drive to satisfy an unsatisfied need of customer. Providing good service in a pleasant manner and meeting the customer's expectations; The measure of the degree to which a product or service meets the customer's expectations; Comparison of expectations versus actual experience.

WHY AND HOW TO MEASURE CUSTOMER SURVEY?

Most companies say that they believe in great customer service, but few set up a system to ensure that they provide it. To deliver excellent customer service takes both understanding what your customers want and the way to see that they receive it. DELIGHTED CUSTOMERS ARE PROFITABLE: It is widely accepted that it is almost five times more profitable to sell to an existing customer than to find a new customer. More important, the difference between satisfied customers and very satisfied customers can make a big difference in customer repeat business and the profits. Measuring client survey is very important and distinguishing between degrees of survey by using is crucial. MEASURING CUSTOMER SURVEY:
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There are several ways to gather input from customers. The simplest way to find out how customers feel and what they want is to ask them. If you have only 20 customers, you can talk to each one personally. The advantage of this approach is that you'll get a personal "feel" for each customer. The disadvantage is that you'll gather different information from each customer depending on how the conversation goes. Customer surveys with standardized survey question insure that you will collect the same information from everyone. Remember that few of your customers will be interested in "filling out a questionnaire". It's work for them without much reward. By launching a customer survey as an attempt to find out "how we can serve you better" -- your customers will feel less put upon. Here are a few of the possible dimensions that one could measure: Staffs behavior Complaints or problems Billing experience Securitys behavior Stores ambience & cleanliness Overall experience in store Survey to achieve a Competitive advantage

Consider these statistics:

Only 4% of all customers with problems complain The average person with a problem eventually tells 9 other people Satisfied patients and customers tell 5 other people about their good treatment

NEED FOR THE STUDY

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The present study is survey report undertaken to understand the impact of customer services provided by Big Bazaar. The study will be helpful in finding out the profile, preferences, perception and satisfaction level of the customers who visit the outlet of Big Bazaar at Hyderabad&secunderabad

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OBJECTIVES OF THE STUDY

The study was aimed at measuring the customers satisfaction level towards customer survey Preference in big bazaar through well designed questionnaires. The study may help the company to device new strategies. How they implement their policies to satisfy them To study product information through survey report in retail sector. To know customers perception in survey report. Retailing is the set of business activities that adds value to the products and services sold to the consumer for their personal or family use. Retailing is an important institution in our society, Retailing provides considerable value to consumers while giving people opportunities for rewarding and challenging careers. Retail formats and companies are now major factors in the industry. The key to successful retailing is offering the right product, at the right price, in the right place, at the right time, and making a profit.

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SCOPE OF THE STUDY

The study will also help the company to know about the demographics of the customers and their respective choices for products. To know the customers view and factors related to preference that attracts them to purchase from the hypermarket. The study will help the company to identify its pitfalls and also how to improve them. Retailers are using sophisticated communications and information systems to manage their business. The use of new technologies helps retailers reduce their operations costs, while better serving their customers. To compete against non-store retailers, stores are now becoming more than just places to buy products. They are offering entertaining and educational experiences for their customers. In this dynamic environment, entrepreneurs are launching new companies and concepts and becoming industry leaders, while traditional firms have had to rethink their business

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METHODOLOGY
RESEARCH PLAN: Research approach: - CUSTOMERS SUREY REPORT. RESEARCH INSTRUMENT: The research instrument used for collecting primary data were the questionnaire METHODOLOGY ADOPTED FOR THE STYDY: Observing the working of various departments like finance, safety, human resources, production, purchasing etc. Discussion with the company executives, managers and employees. Visiting and surfing website of the company Customer survey.: PRIMARY DATA: its comes through books &magazines SECONDARY DATA:

o Descriptive research o Analyzing data through survey report

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PERIOD OF THE STUDY In this project period: Organization: Big Bazaar Location: Hyderabad

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LIMITATIONS
The survey was limited only to the customers of Big Bazaar outlet at Hyderabad stores in andhrapradesh. A sample size of only 200 respondents could be taken. Time is the major limiting factor as the available time for survey was only three months. The accuracy of the findings is trusted by the accuracy of the statistical tools used for analysis. Retailers are using sophisticated communications and information systems to manage their business. The use of new technologies helps retailers reduce their operations costs, while better serving their customers.
To compete against non-store retailers, stores are now becoming more than just places to

buy products. They are offering entertaining and educational experiences for their customers.
In this dynamic environment, entrepreneurs are launching new companies and concepts

and becoming industry leaders, while traditional firms have had to rethink their business.

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CHAPTER PLAN: I would like to choose five Chapters for my project work. RESEARCH INSTRUMENT
Sampling Unit Sample Size Sampling Method Research method Type of data Research instrument Customers purchase at Big bazaar, Hyderabad 200 Random Sampling Survey Primary data

- Structured questionnaire

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BIBLIOGRAPHY NEWS PAPERS:

TIMES OF INDIA THE ECONOMIC TIMES

MAGAZINES :
BUSINESS WORLD BUSINESS TODAY INDIA TODAY

www.google.co m
K.Aswahthappa (2001),Human Resource and Personnel Management Human Resource Management, (2005), Dr.P.C. Pardeshi C.B Gupta (2005)

www.inglife.co.in www.google.com www.wikipedia.com www.irda.gov.in

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