customer satisfaction finding tool

CUSTOMER SATISFACTION TOWARDS SARAYU AUTO : 

31/08/09 SARAYU AUTO CUSTOMER SATISFACTION TOWARDS SARAYU AUTO

CONTENTS : 

31/08/09 SARAYU AUTO CONTENTS industry profile Company profile Objectives Need for the study Scope of the study Limitations Research methodology Review of literature Findings Suggestions Conclusion

INDUSTRY PROFILE : 

31/08/09 SARAYU AUTO INDUSTRY PROFILE ITS BEGIN SINCE 1948 IN INDIA BAJAJ AUTO START SELLING VESPA BIKES IN INDIA TWO-WHEELER SALES THAT REGISTERED A MODEST 2.6 % GROWTH IN FINANCIAL YEAR 2008-09 (FY-09) OVER FY-08. CARE RESEARCH EXPECTS DOMESTIC TWO-WHEELER SALES TO GROW TO 11.3 MILLION UNITS BY FY14, SIGNIFYING CAGR OF 8.8 PER CENT.

COMPANY PROFILE : 

31/08/09 SARAYU AUTO COMPANY PROFILE Sarayu Auto started on April 26th 2007 as a Hero Honda Dealer for Nellore Mr. Raj Kumar is the Managing Director of this firm. Sarayu is the only showroom which sold 367bike on the starting day only. Total employees of the company are 105.

OBJECTIVES : 

31/08/09 SARAYU AUTO OBJECTIVES OBJECTIVE: To analyze the customer satisfaction towards SARAYU AUTO DELIVERABLES: Determine the customer satisfaction about services in Sarayu auto Determine the customer satisfaction about purchase of new bike, delivery Determine the customer satisfaction towards Sarayu employee work and attitude.

NEED FOR THE STUDY : 

31/08/09 SARAYU AUTO NEED FOR THE STUDY Now days it is very clear that market is having drastic changes and all the companies are acting according to it because to survive in the market and this should be achieved by studying about the customer options and analyzing their future requirements.

SCOPE FOR THE STUDY : 

31/08/09 SARAYU AUTO SCOPE FOR THE STUDY The scope of the study is mainly emphasized on the perception level of the customers on “customer feed back”.

LIMITATION OF THE STUDY : 

31/08/09 SARAYU AUTO LIMITATION OF THE STUDY Surveyed area is limited to the customers who come for service at Nellore SARAYU AUTO only. Times factor is a limitation as the project duration is only for 2 months i.e., June and July. So, the time is a limitation to cover more respondents. Sample size may not fully represent the whole population.

RESEARCH METHODOLOGY : 

31/08/09 SARAYU AUTO RESEARCH METHODOLOGY The data is obtained from two sources primary source Secondary source

REVIEW OF LITERATURE : 

31/08/09 SARAYU AUTO REVIEW OF LITERATURE DEFINITION: Customer satisfaction, a business term, is a measure of how products and services supplied by a company meet or surpass customer expectation. MEASURING CUSTOMER SATISFACTION Organizations are increasingly interested in retaining 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.

NET PROMOTOR SCORE : 

31/08/09 SARAYU AUTO NET PROMOTOR SCORE PROMOTORS PASSIVES DETRACTORS SCALE : NPS= % OF PROMOTORS- % OF DETRACTORS A score of 75% or above is considered quite high

SARAYU AUTO IN NELLORE : 

31/08/09 SARAYU AUTO SARAYU AUTO IN NELLORE SCALE NAME %

NPS FOR SARAYU EMPLOYEE WORK : 

31/08/09 SARAYU AUTO NPS FOR SARAYU EMPLOYEE WORK

INFOR MATION ABOUT NEW BIKE : 

31/08/09 SARAYU AUTO INFOR MATION ABOUT NEW BIKE

SARAYU SERVICE AFTER SALES : 

31/08/09 SARAYU AUTO SARAYU SERVICE AFTER SALES

DELIVERY OF NEW BIKE : 

31/08/09 SARAYU AUTO DELIVERY OF NEW BIKE

BEHAVIOR OF CUSTOMER CALL EXCUTIVE : 

31/08/09 SARAYU AUTO BEHAVIOR OF CUSTOMER CALL EXCUTIVE

PREFER SARAYU TO THEIR FRIENDS : 

31/08/09 SARAYU AUTO PREFER SARAYU TO THEIR FRIENDS

SARAYU COMPARE WITH COMPETITOR : 

31/08/09 SARAYU AUTO SARAYU COMPARE WITH COMPETITOR

CUSTOMER EXPECT FROM SARAYU AUTO : 

31/08/09 SARAYU AUTO CUSTOMER EXPECT FROM SARAYU AUTO

CUSTOMER SATISFACTION AFTER SALES : 

31/08/09 SARAYU AUTO CUSTOMER SATISFACTION AFTER SALES

CUSTOMER EXPECT AFTER SALESwho are not satisfy with service : 

31/08/09 SARAYU AUTO CUSTOMER EXPECT AFTER SALESwho are not satisfy with service

PREFERENCE OF SARAYU FOR THEIR BIKE SRVICE : 

31/08/09 SARAYU AUTO PREFERENCE OF SARAYU FOR THEIR BIKE SRVICE

INFORMATION ABOUT NEXT SRVICE : 

31/08/09 SARAYU AUTO INFORMATION ABOUT NEXT SRVICE

RECEIVING CALL FROM CUSTOMER CALL EXCUTIVE : 

31/08/09 SARAYU AUTO RECEIVING CALL FROM CUSTOMER CALL EXCUTIVE

AREA WISE : 

31/08/09 SARAYU AUTO AREA WISE

RURAL CUSTOMERS : 

31/08/09 SARAYU AUTO RURAL CUSTOMERS

PROBLEM OF BIKE AFTER SERVICE : 

31/08/09 SARAYU AUTO PROBLEM OF BIKE AFTER SERVICE

INFORM TO MANAGEMENT : 

31/08/09 SARAYU AUTO INFORM TO MANAGEMENT

MEET WITH MANAGEMENT : 

31/08/09 SARAYU AUTO MEET WITH MANAGEMENT

FINDINGS : 

31/08/09 SARAYU AUTO FINDINGS Positive NPS for every service provided by Sarayu Auto. 13% NPS for Sarayu Auto in NELLORE. 3% NPS for Sarayu employee’s work. 35% NPS for Sarayu provided information about new bike and their services. 30% NPS for service after sales provided by Sarayu auto.

FINDINGS : 

31/08/09 SARAYU AUTO FINDINGS 80% NPS for new bike delivery. 33% NPS for Sarayu customer call executive. 80% NPS for prefer Sarayu to their friends. 4% NPS for compare to competitor.

FINDINGS : 

31/08/09 SARAYU AUTO FINDINGS 100% of respondents are Hero Honda bike holders 82% of respondents buy their bike at Sarayu Auto, rest of them buy at A.M.REDDY auto agency. 100% of respondents said that they know about Sarayu 56% of respondents alleged that they come to Sarayu through their friend, 30% respondents said that through mechaniques and relatives 59% of respondents alleged that they expect good service and support from the Sarayu employees. Rest of them expect product assistance, warm treatment with good service and support

FINDINGS : 

31/08/09 SARAYU AUTO FINDINGS 63% of respondents said that they must prefer Sarayu auto for their bike services. 26% of respondents said that they partially prefer Sarayu for service. 64% of respondents said that they were informed by the Sarayu workers about next service

FINDINGS : 

31/08/09 SARAYU AUTO FINDINGS 57% of respondents said that they received call from Sarayu auto about their bike performance after service. In this 57% of respondents 93% of respondents said that they are satisfy with behavior of customer call executive. 48% of respondents belongs to rural customers In rural customers only 52% of respondents said that they are receiving calls from Sarayu. Rest of respondents said ‘no’.

FINDINGS : 

31/08/09 SARAYU AUTO FINDINGS 55% of respondents said that they face problem in bike after service. In this 55% of respondents 58% of respondents said that they didn’t inform to the management about their problem. Rest of respondents said that management take immediate action. 88% of respondents said that they didn’t meet Sarayu management. 69% of respondents said that they must prefer Sarayu auto to their friends and colleagues for the purchase of new bike and service. 100% of respondents said that they are satisfy with the Sarayu plant location.

Strength & weakness : 

31/08/09 SARAYU AUTO Strength & weakness TOUCH POINTS Technicians work Call to rural customers Problems of bike after service Management meet with customers Compare to competitor POINTS Advertisement Plant location New bike delivery TOUCH POINTS provide better information about new bike. Provide better service after sales. Maintain proper values of call executive. weakness Strengths Should Do developments Maintain Convert to

SUGGESTIONS : 

31/08/09 SARAYU AUTO SUGGESTIONS Customers melas Trail drive by workers before repair of bike Proper proof for engine oils Provide proper estimation about cost for repair. Prompt delivery should be made Maintain proper spare parts. All colors & models of bikes Test drive after service. Call to min70% of rural customers. Feed back Maintain same work YES NO

CONCLUSION : 

31/08/09 SARAYU AUTO CONCLUSION The overall performance of the services in the workshop is satisfactory to many of the customers. Nothing in the world can be perfect. Some faults are seen in the services though not major ones but some of the problems may give side effect and make cause more trouble in the future. So the problems need to be identified and solved immediately. Some of the main things are as follows. Prompt delivery should be made. Charges are high and need to be decreased. The efficiency of workers is to be increased. Check list should be maintained so that any other extra jobs that the customers are unaware can be solved. If the problems identified are solved effectively, then the customer satisfaction level increases on the organization.

THANK YOU : 

31/08/09 SARAYU AUTO THANK YOU AVIGHNAH SOLUTIONS