A study on customer satisfaction with special reference totoHenkel marketing India ltd

Presented By:

Shashi Ranjan Kumar Reg. No.: 5043 VVISM 09-11 09Copyright 2006 by South-Western, a division of Thomson Learning, Inc. All rights reserved.

Introduction
 Customer satisfaction is the person feelings of pleasure or disappointment resulting from comparing a product perceived performance in relation to his/her expectation.  A customer is the most important person ever in any company.  A customer never depends on company, but the company depends on him.

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NEED OF THE STUDY

 The purpose, of course, in measuring customer satisfaction is to see where a company standards in this regard in the eyes of its customers.  To see how our service and performance compares to that of our rivals.  For enabling service and product improvements which will lead to higher satisfaction levels.
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SCOPE OF THE STUDY

 The scope of the research has been limited to the Hyderabad and nearby areas. Keeping in mind the objective stated, questionnaire was designed for the people. Subsequently a research was conducted.  The scope of the project is limited to the study of Customer satisfaction regarding the selected brands of FMCG such as soaps. The study has limited exposure to the market due to time, mobility and budget constraints.
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OBJECTIVE OF THE STUDY

 PRIMARY OBJECTIVE:  To know the customer satisfaction of Margo soap.

 SECONDARY OBJECTIVE:  To know the market position of Margo soap in the market.  To analyze the customer satisfaction  To know the customer expectation  To find out the customer opinions.
Copyright 2006 by South-Western, a division of Thomson Learning, Inc. All rights reserved.

LIMITATION OF THE STUDY

 According to time limit of our project.I can cover only the some area.  During survey some respondents may not give answer in proper manner.  When thesis customers are busy we cant get accurate data from them.  Some of the respondents were using the service first time of their company and they were not able to properly differentiate among their product

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COMPANY PROFILE
 On September 26, 1876 this company has been founded by Fritz Henkel  People in approximately 125 countries around the world trust in brands and technologies from Henkel.  Henkel is organized into three globally operating business sectors: 1) Laundry & Home Care : 2) Cosmetics / Toiletries : 3) Adhesive technologies :

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Continue

 Henkel has 53,107 employees in total  SALES TURNOVER:  In 2008, the total sales turnover was 13.075 billion euros.  People in 125 countriesaround the world trust in brands and technologies from Henkel.

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objectives
 The efficient utilization of energy resources, and hence climate protection.  Resource conservation and environmental protection through transfer and  Implementation of latest production technologies.  Continuous improvement of the performance and value-based corporate Culture.  Social progress for the employees, customers, and all countries in which Henkel operates.

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RESEARCH METHODOLOGY
 Research methodology is a way to systematic approach to any research problem. It may be understand as a science of studying a problem. It consists of different steps and different researches for the study.  Descriptive Research:  The research has to use facts or information already available and analyze that fact to make a critical evaluation of the material.

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Data collection
 Primary data :  The data was collected through the interview schedule from the stores department in charge and other serving in stores depart of Chennai port trust  Secondary Data : Secondary data are gathered from journals, newspaper, annual reports and website of Chennai port trust.

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 Sample size :  From the finite population sample size 110 has been chosen for the Questionnaire Interview on the basis of simple random sampling method.  SAMPLING TECHNIQUE :  Simple Random Sampling This method is very flexible. It is restricted to the type of respondents that should not exceed the population size. The technique allows the researcher to pick up sample respondents from the industries with respective to the tooling aspects.

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DATA ANALYSIS AND INTERPRETATION

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 DISTRIBUTION OF REPONDENTS BASED ON AWARE OF MARGO SOAP:

It shows that were respondents based on aware of margo soap .it is inferred to that the highest 86% of respondents aware of margo And followed by 14% respondents are not aware of the Margo soap.
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DISTRIBUTION OF THE RESPONDENTS BASED ON EVER USED MARGO SOAP:

It Shows that were respondents based on ever used margo. It is infered to that the highest 75% of the respondents using margo soap And 25% of the respondents are not used margo soap.
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DISTRIBUTION OF THE RESPONDENTS BASED ON OFTEN USE MARGO SOAP:

It shows that respondents were based on often use the Margo. It is inferred 22% of respondents said More often .and 28% of respondents said 2to 3 times a month and it is the highest 32% of respondents said once a month. And 18% of the respondents are not using the margo soap

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DISTRIBUTION OF RESPONDENTS BASED ON ALL THE FAMILY MEMBERS USE THE SAME BRAND OF SOAP:

It shows that respondents were based on family members used same brand. It is inferred 71% of the family used same brand and 29% of the respondents are not using the same brand.

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DISTRIBUTION OF THE RESPONDENTS BASED ON THE MARGO SOAP AFFECT

It shows that respondents were based on margo soap affect. It is inferred 41% of the repondents said it remove the body odour And 18% of respondents said it feel freshness 27% of respondents said it feel good and 14% of repondents said it hygiene.

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DISTRIBUTION OF THE RESPONDENTS BASED ON FACTORS TAKE INTO BEFORE BUYING A SOAP

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DISTRIBUTION OF THE RESPONDENTS BASED ON SATISFIED WITH MARGO SOAP

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DISTRIBUTION OF THE RESPONDENTS BASED ON EXCEPT MORE FROM MARGO

It shows that respondents were based on expect more from margo. It is inferred 27% of the respondents expect more from packaging and 18% of the respondents expects durability and 32% of the respondents expect colour and 23% of the respondents expect fragrance.
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DISTRIBUTION OF THE RESPONDENTS BASED ON WHICH BRAND HAVING HERBAL INGREDIENTS

It shows that were respondents based on which brand having herbal ingredients. it is inferred 14% of the respondents said mysore sandal and 27% of the respondents said hamam, 23% of the respondents said medimix and 36% said margo
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DISTRIBUTION OF THE RESPONDENTS BASED ON COMPARED TO OTHER SOAP THAT ARE AVAILABLE IN MARGO SOAP :

It shows that respondents were based on compared to other soaps .it is inferred 64% of the respondents very good and 23% said good and 4% said much neutral and 9% of the respondents not interest.

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DISTRIBUTION OF THE RESPONDENTS BASED ON PURCHASE AGAIN THE MARGO SOAP

It shows that respondents were based on purchase again the product .it is inferred 52% of the respondents said some average And 5% respondents average and 18% said neutral and 25% of the respondents not purchase the margo soap.
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DISTRIBUTION OF THE RESPONDENTS BASED ON FEEL TO USE MARGO SOAP

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DISTRIBUTION OF THE RESPONDENTS BASED ON RECENT EXPERIENCE WITH COMPANY GIVES THE QUALITY OF CUSTOMER SERVICES

It shows that respondents were based on the quality of the customer service. It is inferred 18% of the respondents said very poor and 27% said somewhat satisfactory and 32% said average of the customer service and 23% said very satisfactory of customer service.
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DISTRIBUTION OF THE RESPONDENTS BASED ON EXPERIENCE RANKING THE SOAP

It shows that respondents were based on ranking the soap. It is inferred 45.% said margo and 27% lux and 23% medimix and 5% said cinthol

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FINDINGS
 Most of the respondents based on age group.  Most of the respondents based on educational qualification.  86% - Majority of the respondent said all aware of the margo soap.  75% - Most of the respondents said ever used margo soap.  71% - Majority of the respondents said all the family members use the same brand.  32% - Majority of the respondents said often use the margo soap in once a month.  77% - Most of the respondents said the margo soap gives a good value for money  82% - Majority of the respondents said feel more active after bath.  59% - Most of the respondents said feel its effectiveness throughout the day.  41% - Most of the respondents said the soap affect the body odor.  41% - Most of the respondents said value of money consider before buying a soap.
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Findings
 88% - Majority of the respondents said satisfied with in margo soap.  32% - Most of the respondents said more color expect from margo soap.  36% - Majority of the respondents said the margo soap have more herbal ingredients compare to other brand.  64% - Most of the respondents said compared to other product the margo soap is much better.  52% - Majority of the respondents said again purchase the margo soap.  36% - Most of the respondents again use the margo soap.  55% - Majority of the respondents said very likely it use again in the future.  27% - Most of the respondents said the customer quality of the service is better.  32% - Majority of the respondents said definitely recommend the margo soap to others.  45% - Most of the respondents said based on experience margo soap is best

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SUGGESTIONS
 To Improve the models and more features also increasing the durability.   Continuously update the products according to the need of the customers.   To improve the promotional activities so the company more concentrates on advertisement to increase the sales.   The customers are expecting to change the looks of the margo soap and also introduce more colors.   The company increases the quality of the service to the customers.   The company should implement a new strategy to face the competition & lead to the brand .
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CONCLUSION
 The Henkel marketing India ltd to achieve the customer satisfaction. The customer are expecting In quality, price , service , delivery so the company should concentrated on customers expectation this the one way of achieve the goal.  The company knows the needs & wants of the customer.  The company know the market position.  The customers over all satisfied.
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Thanks

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