CHAPTER I

INTRODUCTION

INTRODUCTION
CUSTOMER SATISFACTION:
Customer satisfaction is the extent to which a product perceived performance
marches buyers expectation. Customers satisfaction with a purchase depends on how well
the products performance lives up to the expectation. It is the key influence on future
buying behavior. Satisfied customers buy again and tell about their good experience.
Dissatisfied often switch to competitors and disparage the product to others. If performance
exceeds expectations, the customers are highly satisfied or delighted.
Smart companies aim to delight customers by promising only what they can deliver,
then delivering more than they promise. Highly satisfied customers produce several benefits
for the company. Satisfied customers are fewer prices sensitive. They talk favorably to
others about the company and its products and remain loyal for a longer period. However,
the relationship between customer satisfaction and loyalty varies greatly across industries
and competitive situations.
The interaction between expectation and actual product performance produces
satisfaction or dissatisfaction. Many markets go beyond merely meeting the expectations of
customers they aim to delight the customer.
A dissatisfied customer responds differently. Where as on average a satisfied
customer tells 3 people about the good product experience, a dissatisfied customer gripes to
11 people. Therefore a company would be wise to measure customer satisfaction regularly.
Many organizations have not got a clue about how the customers perceive the goods
and services they supply. Customers attitude to be that so long as people buy their
products then the products must be accepted.
Firstly, customer may buy a given product or services simply because there is no
other option and they would prefer to purchase what you are offering them to go out
altogether.
Secondly, fact that a product or services may be accepted does not mean that it will
continue to sell. Competitors may see opportunities, customer expectations may change

customer tastes may move on

A worse situation arises when the organization havent got a clue of the customers
perceptions but think they have. Another situation is when the organization dont have clue
of their customers perception and dont purifier e either the organization may believe that it
is a monopoly situation and its customers cant go else where. Sometimes organizations
believe that it know that best what customer should want and therefore supply them with a
centrally designed product.
If resultant product or service has defects, then it is perceived to be a problem for the
customer. Some organizations solicit customer feed back or it any way whether they like it
or not and then do nothing about it.
Finally we come to the point where we realize how important customer feed back is
in the case of organizations, which helps the organizations to determine how efficiently it is
solving the customer and determine customer satisfaction.
According to Kotler Customer Satisfaction is the level of a person felt state
resulting from comparing a products perceived performance in relation to the persons
expectation.
Thus satisfaction levels are a function of the deference between the perceived
performance and expectation. A customer one of the three board levels of satisfaction as
follows.
1) If performance fails short of expectations customer if dissatisfied.
2) If performance matches expectations/customer is satisfied.
Expectations of a buyer are formed on any of the following ways.
1) Buyer past experience.
2) Statement by friends.
3) Associates.
4) Marketer.
5) Promises.

Companies seeking to win in todays markets must track their customers

expectations, perceived company performance and customer satisfaction.
They must monitor the aspects of their competitors as well.
The key to customer retention is customer satisfaction a satisfied customer is one who:
1) Buy more and stays loyal, longer.
2) Buys additional products as the company introduces and upgrades products.
3) Pays less attention to competing brands and advertisement.
4) Fewer prices sensitive.
5) Offers products or services, ideas to company.
6) Costs less to serve the customers so transactions are routed.
Thus a company would be wise to regularly measure customer satisfaction company
should enquiry from its recent buyers and determine how many are
1) Highly satisfied
2) Somewhat satisfied
3) Indifferent
4) Somewhat dissatisfied
5) Highly dissatisfied
It should find out major factors in customer satisfaction and dissatisfaction and use
this information to improve its performance.
A customer oriented would track its customer satisfaction level each period and set
improvement goals for customer oriented company. Customer satisfaction is both a goal as
well as marketing tool. Companies that achieve high customer satisfaction rating make sure
that their target market knows it.
Companies can maximize customer satisfaction in the following manner:
1) By lowering price or increasing its service (this may result in lower profile).
2)

The company might be able to increase in profitability in other ways, such as

improving manufacturing or investing more in research and development.

3)

The company as many stock holders including employers, dealers and stock

holders.
4)

Spending more to increase customer satisfaction would direct funds from

increasing satisfaction of their partners.
Ultimately, the company must operate on the philosophy that it trying to deliver a

high level of customer satisfaction. Subject to delivering at least acceptable levels of

satisfaction to the other stockholders with in the constrains of its total resources. Here we
see that an org has to look in the above aspects before it really sets on the mission of
maximizing customer satisfaction.
FACTORS AFFECTING CUSTOMER SATISFACTION:

Sales support

Service support

Invoicing and toner supply

The principle objective of the study is to examine the improvement in customer

satisfaction.
1)

To examine and analyses the reason for customer dissatisfaction if any and other
suggestions for improvement.

2) To analyses the competitors services and degree of command in the market.

METHODS OF DATA COLLECTION:
The basic method adopted in conducting the study is a structured questionnaire.
Questionnaire is administered on the sample respondent
However there are certain cases where personal interactive method is followed with
customer to find our service satisfaction level
WHY CUSTOMER SATISFACTION:
Traditionally it was thought that keeping customer happy is to achieve by producing
high quality was defined by the company internal standards.
However, it is now recognized that a companys competitiveness is jointly
determined by its external quality which is the customers own judgment of the
products and services of a company and internal quality.

 There is a considerable evidence that satisfied customers are with positive

perception are loyal customers. That is they buy more, more often and are willing to
pay higher prices. Also to the extent that customers view the companys
performance as being high quality. They may also recommend it to others.
Thus customer perceived quality an important determinant of market share for a
company. Thus measuring and improving customers quality perceptions held
achieved the companys objectives of increased profitability and market share.
The company must therefore have reliable measure of customer satisfaction and
manage customer expectations. Companies world wide have used customer
satisfaction measurement as a strategic and tactical tool for bringing out change in
customer perceptions through improvement in day to day service delivery to great
financial advantage.
To maximize our business success and maintain and lead over our competitors, we
must have committed customer base who will back that commitment with loyalty
(both in buying in our products and continuing servicing at our service centers).
It is essential to understand the dynamics of our relationship with our customers or
achieve or maintain out long term business success

MEASURING CUSTOMER SATISFACTION

It's a well known fact that no business can exist without customers. 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.
Companies conducting customer satisfaction research should strive to
determine:
* What product and service issues are important to customers?
* How does the subject company perform on these issues?
* How does the issues impact future purchase intent?
* Accurately reveal status and performance.
* Objectively understand the customer's perspective.
* Provide actionable information for reaching total customer satisfaction.

* Provide useful information on the marketplace and the competitive environment

Since, satisfaction is basically a psychological state; purifier e should be taken in the
effort of quantitative measurement, although a large quantity of research in this area has
recently been developed.
Berry, Brodeur defined ten 'Quality Values' known as the ten domains of satisfaction
which influence satisfaction behavior.
These ten domains of satisfaction include:
1. Quality
2. Value
3. Timeliness
4. Efficiency
5. Ease of Access
6. Environment
7. Inter-departmental Teamwork
8. Front line Service Behaviors
9. Commitment to the Customer
10. Innovation
These factors are emphasized for continuous improvement and organizational
change measurement and are most often utilized to develop the architecture for satisfaction
measurement as an integrated model. Parasuraman, Zeithaml and Berry provide 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.

One of the indicators of a Companys health, Customer Satisfaction, can be found

through market analysis. Satisfied customers usually lead to more sales and profit, making it
a strong indicator of company performance.

CRITERIA FOR CUSTOMER SATISFACTION:

1. Capability
2. Usability
3. Performance
4. Reliability
5. Installability
6. Maintainability
7. Documentation
If a company wants to investigate it themselves, look at firm specific factors like
business contacts, reputation, advertising, and brand name can help determine customer
satisfaction. After recognizing the amount of customer satisfaction a company has and in
which areas, strategies can be formed to help the company become more competitive.
APPROACHES TO ACHIEVE CUSTOMER SATISFACTION:
According to Adrian Thompson Customer Satisfaction can be achieved by the following 7
approaches:
1. Encourage Face-to-Face Dealings & Honor the companys Promises
2. Respond to Messages Promptly & Keep your Clients Informed
3. Be Friendly and Approachable

4. Have a Clearly-Defined Customer Service Policy

5. Attention to Detail (also known as 'The Little Niceties')
6. Anticipate Client's Needs & Go Out Of Your Way to Help Them Our

BENEFITS OF CUSTOMER SATISFACTION:

1. Customers stay with the company longer.
2. Customers deepen their relationship with company.
3. Customers demonstrate less price sensitivity.
4. Customers recommended companys products or services to others.

OBJECTIVES OF THE STUDY

To know selling mechanism and various techniques involved in the marketing of
products.
To study the psychology and behavior of customers towards purchase of purifier.
To examine the various forces that drives the consumer towards the four water
purifier .
To know the most preferred purifier of the company.
To analyzed the most effective media from promoting the product.

To suggest some measures to improve the efficiency and performance of services

offered by Eureka forbs .

10

RESEARCH METHODOLOGY
The research method used in this case is survey type for the collection of the primary
data. In the primary data collection of facts and figures are the raw Ingredients on which
researcher works. In the primary data collection, data is obtained original.
Consumers, dealers, salesman etc., are the source of primary data. Primary data can
be collected slowly at high cost. But is offers much greater accuracy and reliability and It
gives information. The information is not readymade but it has to be created. There are
many methods of obtaining primary data, one of them which is used here is survey method or
questionnaire technique.
SURVEY METHOD:
These techniques also known as questionnaire method. This technique is adopted
when researcher intends to secure one or more items of information from the sample of
respondents. Survey can be conducted on census basis and as well as sample basis. In this
case as buyers. We are using sampling method. The information gathered form respondents
is recorded in the form of questionnaire. The survey method is most widely used in market

11

research.
SOURCES OF DATA:
PRIMARY DATA:
The data is basically from primary sources by means of study conducted through
questionnaire.
SECONDARY DATA:
The secondary data were collected form Select Machines , Hanmkonda.
SAMPLING PLAN:
Sample size of customers is 100. The selection of customers is done by convenient random
sampling method. No database was collected of particular as such.

SCOPE & LIMITATIONS OF THE STUDY

SCOPE OF THE STUDY:Under the Title Customer Satisfaction, the Study mainly concentrates on around
awareness, opinion and level of satisfaction of the products.
The study also tries to find our level satisfaction. The impact of customer is analyzed
so as to find out the satisfaction towards Purifier s.

LIMITATIONS OF THE STUDY: The number of respondents level is only 100, so there is no scope to understand the wide
perception of the investment policies.
The Preference of people may be subjected to other conditions which are be not included
in the project.

12

 The time limit which is taken to complete the project is very limited, that is only 6 weeks,
so there is limited scope for extensive study.
Identification of service Performance level.

CHAPTER-II
13

INDUSTRY PROFILE

Indian Water Purifier industry

Globally more than one billion people lack access to safe drinking water nearly all of them in
the developing countries, including India. Nearly a third of the worlds population worldwide
live in water-stressed areas. This figure is expected to rise to two-third of the population by
2025. In India, over one lakh people die of water borne diseases annually. It is reported that
groundwater in one-third of Indias 600 districts is not fit for drinking as the concentration of
fluoride, iron, salinity and arsenic exceeds the tolerance levels. With increasing number of
people becoming conscious of the risks of drinking contaminated water, the demand for water
purifiers is rising rapidly. In the past few years, Indian water purifier industry has witnessed
an exponential growth of more than 22% CAGR.
According to TechSci Research, the water purifier industry sales grew dramatically during
FY10 as compared to previous fiscals due to improving demand and expanding production
capacity. In 2011, the organised water purifier market stood at INR1,500 Crore. Given the
increasing awareness, and largely untapped market potential, the sector is expected to grow at
a CAGR of more than 20 percent till 2016. RO water purifier is the largest segment
accounting for 42 percent of the market in 2011, while offline water purifiers contributed for
about 20 percent of the market. However, by 2016, offline water purifier segment is expected

14

to grow at a very rapid pace and increase its share to about 38 percent of the total market and
is a key focus area for water purifier manufacturers, due to the large target customer base it
offers, is expected to continue its rapid growth.
TechSci Research conducted a survey across 10 major cities in India with 500 users of water
purifier to understand the market size, growth drivers, issues and buying behaviour patterns,
etc. The cities covered in survey were, Delhi, Mumbai, Kolkata, Chennai, Bangalore,
Hyderabad, Ahmedabad, Chandigarh, Pune and Bhopal. The Indian market has tremendous
potential which is more evident from the fact that global majors such as Philips and
Hindustan Lever have stepped in and are looking to increase their share of the market. The
three principal players today are Eureka Forbes, KENT RO and HUL. In the years to come,
we are likely to see others entering the fray. India Water Purifier Market Forecast &
Opportunities 2011-2016 discusses the following opportunities in the Indian water purifier
industry:

Market Size & Growth Segment Wise

Water Purifier Industry Production by Segment

Industry Sales

Drivers & Challenges

Consumer Survey Analysis

On-going Market Trends

Competitive Landscape

India Water Purifier Market Forecast & Opportunities 2011-2016 gives a detailed and
unbiased unprejudiced overview on the Water Purifier market in India. This report help
readers to identify the on-going trends in the industry and expected anticipated growth in the
coming years or future, as a consequence of depending upon changing industry dynamics in
the coming years. The report will help industry consultants, water purifier companies and
other stakeholders to align their market-centric strategies according to on-going and expected
future trends in future.

LUCKNOW: Concerned over the mushrooming of local water purifier manufacturers

peddling sub standard products the large established players have taken on an initiative to set
manufacturing standards for the industry.

15

Under the banner of the Water Quality Association (WQA), India chapter the big water
purifier manufacturers hope to educate the masses about sub standard products thronging the
market and persuade industry players to follow minimum standards for pure and healthy
drinking water to customers.

CEO Direct Sales, Eureka Forbes, Marzin R Shroff who is also the head of WQA, India, said
that manufacturers peddling cheap products are playing with the health of the people as many
tend to use punctured membrane rejected by Chinese manufacturers.
"The number of local manufacturers I shuge and most often than not they use cheap imported
parts which are mostly rejects and do not conform to safety standards. These products fail to
provide safe drinking water while most local manufacturers shut shop after a couple of years
and then relaunch under a different name" said Shroff.
WQA which has among its members all large established players has now started putting
together a minimum standard of manufacturing to be followed by the Rs 1,700 crore water
purifier industry.
"By the middle of next year we hope to finalise the minimum standards and make it a
benchmark for the industry. We will also encourage manufacturers to get their products
certified so that the consumer is assured of a quality product. Also we will be undertaking
mass awareness campaigns to educate people about inferior products" said Shroff.
He said that Eureka Forbes which is a market leader in the water purifier segment with 52 per
cent of the market share is all set to enter some new segments to expand the portfolio of
products it already has. Besides water purifiers, vacuum cleaners, the company is also in the
home security, solar lights segments. It is geared up to launch a new product segment in
October and enter other categories over the next few months.
As part of the companies social initiative Eureka Forbes has also started " Aquaguard Water
Shops" for rural areas, where in a small water purifier plant is set up in a village by NGO's
which supply pure water to villagers at 1520 paise per litre.
"An average village household can fulfill its daily need of pure water for about Rs 10 a day

16

making it a viable option for villagers" said Shroff. The initiative has already covered about
140 villages and some villages in UP are also beneficiaries.

Water purifier market may grow 229% by 2017

BHUBANESWAR: The water purifier market in India is expected to grow 229 per cent, up
from Rs.18.64 billion in 2012 to Rs 61 billion in 2017, market research firm Market Pulse
said on Thursday.

The firm carried out an extensive survey among 10,000 households in 62 towns to glean
consumer behaviour over the last few years to arrive at its conclusion.
"Nearly 67 per cent of the Indian households do not treat drinking water and those who treat
were found to be relying largely on age-old boiling method. This situation has given rise to
the water purifier market," Market Pulse chief executive officer Ejaz Hoda said.
The industry offers three types of water purification technology - reverse osmosis (RO),
ultraviolet (UV) and offline or storage water purifiers.
The RO purifier market is likely to grow to more than three million units valued at almost Rs
41 billion in 2017 from the existing 786,000 units valued at almost Rs 10 billion, he said.
In the category of RO water purifiers, Kent and Eureka Forbes are the largest players; they
have a combined market share of more than 70 per cent.

17

Pureit water purifiers from Hindustan Unilever and EUREKA Chemicals' Swach are the main
players in the offline category.
Aquasure and AquaGuard from Eureka Forbes continue to dominate the ultraviolet water
purifier category.

India Water Purifier Market Forecast &

Opportunities, 2018

FEATURED COMPANIES

Essel Nasaka

Eureka Forbes Limited

Godrej Industries Ltd.

Hi Tech RO Systems

HUL

Ion Exchange India Ltd.

During the past decade, the Indian population has witnessed considerable improvement in
accessing drinking water. However, the poor quality of the water supplied by the civic
authorities still remains a challenge. Diarrhoea, a disease resulting from consumption of
contaminated water accounts for 13% of overall deaths in children younger than 5 years of
age. Poor water quality and complications associated with it are contributing to the increasing
demand for water purifiers in Indian market. Water purifier in India is no longer a consumer
electronic good limited to affluent households as it is available at low prices and has started
to penetrate in lower income and rural households.
According to India Water Purifier Market Forecast & Opportunities, 2018 the four edition of
it water purifier report, the Indian market has shown tremendous growth during the last few
years. The water purifier market revenues in India are expected to grow at the CAGR of 24%
till 2018. High metal content in water sources in areas such as West Bengal, Bihar, Rajasthan
and Orissa, Tamil Nadu, Andhra Pradesh are contributing to the water purifier demand in Tier
II and Tier III cities. Till recently, rural Indian markets were not exposed to water purifiers as
a result of economic factors and poor sales and distribution networks in these areas. However,

18

companies with innovative products are now targeting this segment and the rural Indian
markets now indicates high growth potential, particularly for offline water purifiers.
India Water Purifier Market Forecast & Opportunities, 2018 report elaborates following
particulars:
- India Water Purifier Market Size, Share and Forecast
- RO, UV and Filter based Water Purifier Market Size & Forecast
- Policy & Regulatory Landscape
- Pricing Analysis & Sales Channel Analysis
- Changing Market Trends & Emerging Opportunities
- Competitive Landscape & Strategic Recommendations
Why You Should Buy This Report
- To gain an in-depth understanding of water purifiers market in India
- To identify the on-going trends and anticipated growth in the coming years
- To help industry consultants, water purifier manufacturers and stakeholder to align their
market-centric strategies
- To obtain research based business decision and add weight to presentations and marketing
materials
- To gain competitive knowledge of leading players
- To avail 10% customization in the report without any extra charges and get the research data
or trends added in the report as per the buyers specific needs
Report Methodology
The information contained in this report is based upon both primary and secondary sources.
Primary research included interviews with water purifier manufacturers, distributors and
industry personnel. Secondary research included an exhaustive search of relevant
publications like paid databases and company annual reports. SHOW LESS

19

HISTORY OF EUREKA FORBES:

Eureka Forbes, born out of a joint venture between the Shapoorji Pallonji
Groups Forbes & Company Ltd. based in Mumbai, and Electrolux of Sweden in the year
1982 is now a 250US$million. Consumer durable company. Eureka Forbes which started as a
small firm to introduce domestic water purifier the Aquaguard, is now a multi-product,
multi-channel organization and is Asias largest direct sales company by Brand equity.
Eureka Forbe's direct selling strategy has been considered very successful in India. They are
now Asia's largest direct selling organisation with a 7,500 strong direct sales force touching
1.25 million Indian homes and adding 1,500 customers daily

Eureka Forbes Ltd.(Customer Care) in Mumbai:

The brand sells many electronic appliances. Eureka Forbes is an Indian brand,
selling domestic home appliances. The company is a joint venture business of the Shapoorji
Pallonji Groups Forbes & Company Ltd. and Electrolux. It was started in the year 1982. The
company started its business by selling only water purifiers named Aquaguard. The huge
demand for its product led it to add more products into its interest. At present, it offers a
number of home products. It is highly trusted for its consumer durable products.
The company offers various products which are used for different purpose.
Therefore, it has developed customer care department. The customer care department has a
number of executives who are trained to help and guide customers to use their products and
services. A helpline number is provided to the customers which is operational for 24 hours.
The centres are located at various places including Mumbai. The customer care executives
also help individuals to buy the products. The company has well developed branches. It has a
fleet of mobile service vans which help to deliver products from place to place. It has more
than 1,500 service centres. One can call on Eureka Forbes Customer Care (Mumbai) number
to know more details about the products. The customer care executives help with the required
information.

PROFILE OF EUREKA FORBES :

20

Industry
Home Appliances
Founded
1982
Headquarters Mumbai, Maharashtra, India
Suresh Goklaney (Vice-Chairman &
Key people
MD)[1]
Water Purifiers, Vacuum Cleaners, Air
Products
Purifiers, Security Systems
Employees
10000
Parent
Forbes & Company Ltd.[2]
Website
Official Website

About Eureka Forbes, Mumbai:

The company is head-quartered in Mumbai. It has an employee base of more than
10,000 individuals. The company is best known for its direct selling strategy. It ranks
amongst Asia's largest direct selling organizations. It has about 8,000 direct sales employees.
They reach about 1.25 million homes in India with their genuine products.
The company offers water purifiers, vacuum cleaners, fire extinguisher, automation solutions,
air purifiers and security systems. Eureka Forbes sells products to around 1,500 new
customers everyday. The products are stylish, durable and easy to use. Aquaguard is the
flagship water purification brand of the company. It provides pure and safe drinking water. It
is the leading brand among all the categories of products. The purifier is used by 40 million
people.
The company has branches in more than 550 cities across India. At present, the company has
more than 1500 service centers. It has a wide consumer channel. It includes about 15,000
dealers across 1,800 cities. The company has a team of highly qualified technicians. It has
more than 5,800 trained technicians. It has over 1,100 service centers. The company provides
technical help to more than 25,000 customers through these service centers.
The customer has always been at the centre of our business and we are constantly
expanding our ways of reaching out to them to understand their needs and aspirations.
Passion for delivering with excellence has always motivated us to come up with high quality
products to ensure satisfaction and the wellbeing of the families.

21

In a similar endeavor, we introduced direct selling in India and pioneered the

water and air purification systems, vacuum cleaners and security systems. We have since
added channels to enhance our reach and respond effectively to the needs of our customers.
Our Consumer Channel was established to effectively respond to the expectations
of customers looking for the means to safer and healthier living. It offers them a range of
water purification and home cleaning products through a network that has rapidly spread to
encompass over 15,000 dealers across over 1,800 cities and towns across India.
Valuing the special bond it shares with customers, our team puts in extra efforts to
maintain and deliver products of unmatched quality. Strict adherence to quality control
policies ensures that its products meet the customer expectations in every way. Crafted
carefully to meet the needs and suit the lifestyle of modern-day customer base, these home
products are extremely convenient to use. Eureka Forbes products for home feature the latest
technology that simplifies tasks, enhance efficiency levels and save time.
The comprehensive range of products offered by Eureka Forbes are a perfect blend of
personal touch with professional craftsmanship making them stand out.
We, at Eureka Forbes, always put our customers first. That is why we do everything to ensure
that the product you buy meets all your needs. Should you have any unresolved service
request, do get in touch with us right away. We will try our best to help you out.

Products and Services:

Eureka Forbes offers products for both, household and institutional purposes. Its
core products are consumer durable products (which include water purifiers, security
systems, air purifiers and vacuum cleaners) and ancillary services.
Home Products:
Water Purifiers

22

Eureka Forbes offers water purifiers which help in removing bacteria, algae, viruses, fungi,
suspended particles etc. from water and make if fit for drinking. It is quite better than the
traditional water purification like filtration and sedimentation. The purifiers are equipped
with E-boiling +, UV+, RO+ UF+ and SMP+ technologies which help in purification of
water.

Eureka Forbes Aqua-guard

Security Systems

Air Purifiers
Eureka Forbes air purifier heducts are beneficial to allergic and asthmatic patients and can be
used in home and commercial establishments like
Vacuum Cleaners
Eureka Forbes vacuum cleaners are available under two categories: Euro-clean and Forbes.
Vacuum cleaners can also be classified as "only dry" OR "wet and dry". These vacuum
cleaners are air pumps which suck up dust and dirt in a dirt bag by creating partial vacuum.

23

Institutional Products
Industrial Water Purifiers
Eureka Forbes offers customized total water treatment solutions for both commercial as well
as industrial purpose. These could be either membrane-based, reverse osmosis or UV-based
purifiers.
Cleaning Equipment
Eureka Forbes industrial cleaning equipment include commercial vacuum cleaner, hard floor
cleaner, scrubbers and maintenance equipment and high-pressure cleaners.
Services
Forbes facility services and Forbes Pro Railway Solutions are two of the services offered
under the ambit of Industrial services. It leverages its technical expertise and offers
professional mechanized housekeeping and other services to industrial customers. Forbes also
offers mechanized cleaning services to Indian Railways and is ISO 9000, 14000 and 18000
certified.

Forbes Pro Railway Service

Customer Confidence Centre:

As the majority of the sale happens by direct selling to customer by the sales
person (trained health specialist of Eureka Forbes) there have been some unfortunate
incidents where people disguised as Eureka Forbes salesperson indulged in unethical or
fraudulent activities. Eureka Forbes launched its Customer Confidence Service which
enabled the customer to verify the salesperson by his unique ID and password.

World class solutions for every institution:

24

An Institutional services offered by Eureka Forbes is one prime example of it.

Conceived to address intensive organizational requirements, this unique initiative
targets to serve esteemed and established industrial players.
Eureka Forbes delivers customized solutions to multiple institutions operating in
different industrial spaces. Driven by cutting-edge technology, institutional services
offered by Eureka Forbes include professionally mechanized housekeeping, water
treatment solutions, mechanized cleaning services that have become integral for the
smooth functioning of various client organizations. Extremely economical from
business point of view, the services rendered by Eureka Forbes are truly world-class.
Not just that, these robust institutional services can be conveniently implemented in
the operational chain.

Log a Service Request:

Step 1
For quick servicing of your product, call our 24 hours customer care helpline on 3988 3333.
We will contact you within 24-72 hours.

Escalate your request:

Step 2
If not satisfied with solution you received, email our Customer Care Executive Ms. Anu
Kotian.
We will contact you within 24-48 hours.

Step 3
Escalate your request to our Head of Customer Care, Ms. Vinath Hegde .
We will contact you within 24-36 hours.
Step 4
If still your Service Request remains unresolved, you may directly contact the Ombudsman
for a solution at +91 22 3044 9768 (on every second and fourth Thursday between 2:30 PM 4:30 PM)

Corporate Social Responsibility:

Euro-Able
Eureka Forbes in association with National Society for Equal Opportunities for the

25

Handicapped (NASEOH) launched Euro-Able, India's first state-of-the-art call centre manned
by people with special needs.

26

CHAPTER IV
DATA ANALYSIS
&
INTERPRETATION

27

TABLE 1. OCCUPATION OF THE RESPONDENTS

S.NO

Occupation

Number of

Percentage of

respondents

respondents

Employees

20

20%

Students

56

56%

Business men

24

24%

Total

100

100%

Chart: 1

Inference:
From the above table it is clear that majority of respondents (56%) occupation is
students followed by business men.

28

TABLE 2. OPINION ON QUALITY OF SERVICE

S.NO

Response

Number of
respondents

Percentage of
respondents

YES

72

72%

No

28

28%

Total

100

100%

Chart:2

Inference:
Above table indicates that the majority of customers (72%) accepted that the brand
delivers promised service quality.

29

TABLE 3. SERVICES OFFERED FOR THE PRICE PAID

S.NO

Services offered

Number of
respondents

Percentage of
respondents

EXCELLENT

25

25%

GOOD

60

60%

BAD

15

15%

Total

100

100%

Chart:3

Inference:
The chart reveals that, 60% of respondents feel that the Services offered for the price
paid is good.

30

TABLE 4. EXPERIENCE OF SERVICE QUALITY WITH BRAND

S.NO

Experience of
Service

Number of
respondents

Percentage of
respondents

VERY GOOD

26

26%

SATISFACTORY

52

52%

BAD

22

22%

Total

100

100%

Chart:4

Inference:
The chart indicates that, 52% of respondents are satisfied with the service quality.

31

TABLE 5. IMPACT OF PRICE TOWARDS PURCHASE DECISION

S.NO

Impact of Price

Number of
respondents

Percentage of
respondents

VERY HIGH

60

60%

MEDIUM

25

25%

VERY LOW

15

15%

Total

100

100%

Chart:5

Inference:
From the above chart it is observed that, the majority of customers (60%) feel that the
impact of price towards their purchase decision is very high.

32

TABLE 6. PRICE PAID Vs SERVICES OFFERED

S.NO

Response

Number of
respondents

Percentage of
respondents

AGREE

78

78%

DISAGREE

22

22%

Total

100

100%

Chart:6

Inference:
From the above table it is inferred that, the maximum number of respondents (78%)
agree upon the price paid is justifiable to the services offered to them.

33

TABLE 7. OPINION ON PRICE OF THE PRODUCT

S.NO

Opinion on
Price

Number of
respondents

Percentage of
respondents

YES

87

87%

No

13

13%

Total

100

100%

Chart:7

Inference:
The chart reveals that the majority numbers of respondents (87%) satisfied with the
price of the product.

34

TABLE 8. SOURCE OF INFORMATION

S.NO
1
2
3
4

Information
Source

Number of
respondents

Percentage of
respondents

NEWS PAPERS
FRIENDS &

20

20%

42

42%

16

16%

22
100

22%
100%

FAMILY
ELECTRONIC
MEDIA
SHOWROOMS
Total

Chart:8

Inference:
From the above chart it is inferred that maximum (42%) of respondents came to
know the information about bike through family and friends.

TABLE 10. OPINION ON CUSTOMER SERVICE PERSONNEL

35

Number of

Percentage of

respondents

respondents

Strongly agree

22

22%

Agree

58

58%

Disagree

20

20%

Total

100

100%

S.NO

Response

Chart:10

Inference:
The chart indicates that, 58% of respondents agree as customer service representative
is very courteous.

36

TABLE 11. SERVICE RESPONSE

Service

Number of

Percentage of

Response

respondents

respondents

Strongly agree

18

18%

Agree

55

55%

Disagree

27

27%

Total

100

100%

S.NO

Chart:11

Inference:
The above chart shows that, 55% of respondents feel that customer service
representative is handling their calls quickly.

37

TABLE 12. OPINION ON CUSTOMER SERVICE PERSONNEL KNOWLEDGE

Number of

Percentage of

respondents

respondents

Strongly agree

20

20%

Agree

66

66%

Disagree

14

14%

Total

100

100%

S.NO

Response

Chart:12

Inference:
The chart indicates that the majority of respondents (66%) agreeing that customer
service personal knowledge is good.

38

TABLE 13 . LEVEL OF SATISFACTION

Level of

Number of

Percentage of

satisfaction

respondents

respondents

Superior

14

14%

Satisfactory

75

75%

Average

11

11%

Total

100

100%

S.NO

Chart:13

Inference:
It is inferred that maximum number of customers (75%) are satisfied with the features
and benefits of the purifier.

39

CHAPTRE-V
CONCLUSION
&
SUGGESSTION

40

CONCLUSIONS
The majority of customers have accepted that the brand delivers promised quality
of services.
The majority respondents feel that Services offered for the price paid is good.
Majority of respondents are satisfied with the service quality.
The majority of customers feel that the impact of price towards their purchase
decision is very high.
The maximum number of respondents is agreeing upon the price paid is justifiable
to the services offered to them.
The majority of respondents are satisfied with the price of the product.
The respondents came to know the information about bike through family and
friends, followed by showrooms, news papers and electronic media.
The most preferred brand is Eureka forbs .
Majority of respondents agree that customer service representatives are very
courteous.
Majority of the respondents are agreeing that customer service representative is
handling their calls quickly.
The statement customer service representative is very knowledgeable is
accepted by majority of respondents
The maximum numbers of customers are satisfied with the features and benefits of
the bike.
Among various categories of respondents Students are more attracted towards
Eureka forbs , followed by Business professionals.
.

41

42

SUGGESTIONS

The host organization should concentrate on providing quality of services to their

customers
Respondents are suggesting to match the prices with services offered
Company should focus on consumer preferences and should offer facilities like
various installment schemes to enhance the sales.
Company should minimize the gap between consumers and dealers by effective
Media & advertisements.
Newspapers, magazines, television, web sites are the best and the most effective
media for advertising the various models of Eureka .
Majority of customers are from middle class families hence they should be
targeted effectively.

The company should try to sell the Purifier s at competitive prices and should also
concentrate in after sales service and as to benefit the company in the long run.

43

QUESTIONNAIRE

Personal details
Name:
Age:
Occupation:
Income:
1) Since how long you are using this brand?
______ Months/ _______ years
2) Is it your first choice or you switched from any other brand?
a) Yes
a) Stylish/Fashionable

b) Service quality

c) Price

d) Brand Image

4) Does your brand have always delivered promised quality of service?

b) Good
b) Satisfactory

b) Medium

)
)

b) No
b) Disagree

12) Are you satisfied with the price of the product?

a) Yes

c) Very Low

11) Do you think price paid is justifiable to the services offered

a) Agree

b). No

10) Are services offered are more important than a brand?

a) Yes

9) How high was the impact of price towards your purchase decision?
a) Very High

c) Bad

7) Do you prefer price or bran

a). Yes

c) Bad

6) How is your experience of service and quality with this brand?

a) Very good

b) No

5) Do you think Services offered are good for the price paid?
a) Excellent

b) No

3) Why did you choose this brand?

a) Yes

b) No

13) Which media provides you the information about product?

44

a) News papers

b) Friends & Family

c) Electronic media

d) Showrooms

14) Do you suggest any new features to be added in the product

a) Yes

b) No

If yes please mention

15) What is the level of your satisfaction about the features and benefits (
of the bike
a)Superior

b) Satisfactory

c)Average

d)Poor

.
.

45

BIBLIOGRAPHY

C.R. Kotari, Research methodology, Kalyani publishers, New Delhi, 1972.

Phlip Kotler, Marketing Management, Pearson Publishers, 12th Edition, New Delhi.

Leaon Schifman and Kanulk, Consumer Behaviour, Eastern Economy Publishers,

8th Edition, New York.

S.J. Bedker and G.C. Berry, Marketing Research, 1st Edition, Oxford University.

Internet:
www.eurekamachines .com
www.google.com

46