Consumer Satisfaction of Personel Care Product

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  • Topic: Fast moving consumer goods, Customer satisfaction, Good
  • Pages : 11 (2340 words )
  • Download(s) : 191
  • Published : December 31, 2010
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A
PROJECT REPORT ON
CUSTOMER SATISFACTION IN FMCG INDUSTRY

SUBMITTED TO, SUBMITTED BY,
SUNITHA RATNAKARAM DEBOLINACHATTERJEE
ASSOCIATE PROFFESSOR DIL BAHADUR
DINKAR SINGH
D.S BHARGAVI
JAYA KRISHNAN
JYOTI GUPTA
KUNTAL MURMU
MAHIMA JOSE
MANISHA MISHRA
SEC-B

CONTENTS
1. INTRODUCTION
1.1 OBJECTIVES
1.2 NEED AND PURPOSE OF THE STUDY
1.3 SCOPE OF THE STUDY
1.4 LIMITATIONS
2. RESEARCH METHODOLOGY
3. DATA ANALYSIS
4. FINDINGS
5. RECOMMENDATIONS
6. CONCLUSION
7. QUESTIONNAIRE (ENCLOSED)

FMCG
Products which have a quick turnover, and relatively low cost are known as Fast Moving Consumer Goods (FMCG). FMCG products are those that get replaced within a year. Examples of FMCG generally include a wide range of frequently purchased consumer products such as toiletries, soap, cosmetics, tooth cleaning products, shaving products and detergents, as well as other non-durables such as glassware, bulbs, batteries, paper products, and plastic goods. FMCG may also include pharmaceuticals, consumer electronics,packaged food products, soft drinks, tissue paper, and chocolate bars. Indias FMCG sector is the fourth largest sector in the economy and creates employment for more than three million people in downstream activities. Its principal constituents are Household Care, Personal Care and Food & Beverages. The total FMCG market is in excess of Rs. 85,000 Crores. It is currently growing at double digit growth rate and is expected to maintain a high growth rate. FMCG Industry is characterized by a well established distribution network, low penetration levels, low operating cost, lower per capita consumption and intense competition between the organized and unorganized segments.

INTRODUCTION
Customer satisfaction survey has been conducted on Fast Moving Consumer Goods (FMCG) industry; considering two significant product categories in that industry; namely, oral care and personal wash (soaps) segments. Such a survey is very important as customer satisfaction can impact every aspect of the business from earnings to stock profits. The survey was conducted to encourage clients and customers to give vital feedback on issues that can affect customer retention, including: * Overall satisfaction

* Product-specific satisfaction
* Brand perception
* Pricing
* Timeliness of delivery
* Customer service satisfaction
* Returns and exchange process satisfaction
* Interest in new products and services
It would help the companies involved in FMCG industry to optimize the relationship with their clients/ customers. The objectives of this survey are:
1. Measure customer satisfaction levels
2. Improve customer retention
3. Gauge interest in new products and service offerings
4. Pinpoint areas for process improvement
5. Get actionable feedback at an affordable price.
NEED AND PURPOSE OF THE STUDY:
The purpose of the study is to measure customer perceptions of how well the FMCG industry as a whole delivers on the critical success factors and dimensions of the business. These usually...
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