Q.

1- Frequency of customers' visit at store

once a week
6%
14% 30% twice a week or
more
21% once a month

29% twice a month

thrice a month

I was mainly concerned about those customers who come at the store often. So,

according to my objectives I asked them first how frequently he/she visits the store.

In response I got this statistics-

 30% of the customers come at least once in a week.

 29% of them come twice in a week or more frequently.

 21% come once in every month.

 14% come twice in a month.

 6% come thrice in a month.

Q.2- How customers get to know about Bombay Dyeing

Live in the
1% same locality
Relatives
1% 18%
5% Mail
53%
Brochure
22%
News Paper

Others

Next I asked them how they got to know about Bombay Dyeing and I saw that-

 53% of the respondents live in the same locality and so they automatically get to know

about Bombay Dyeing as they share the same locality.

 22% of them have come to know through their friends and relatives.

 18% have come to know from news papers.

 5% have got to know through brochure.

 Very few people got to know through mail and other sources, i.e. 1% each.
Q.3- Satisfaction regarding display of products

1% 5% Highly
Dissatisfied
14%
25% Dissatisfied

Moderate
55%
Satisfied

Highly
Satisfied

It is very important to make a proper display of the product. Display of the product

means presenting the product in an attractive way. A planogram of the store comes from the

office but it is the duty of store to give it a good look and to set a good display of the store.

When I asked customers whether they are satisfied with the display of products, I got

the following replies-

 55% of the customers are satisfied.

 14% are highly satisfied.

 25% think they are moderately satisfied.

 5% are dissatisfied.

 And a very negligible number of people, i.e., 1% are highly dissatisfied.

Q.4- Satisfaction regarding availability of daily needs

1% Highly
10% Dissatisfied
15%
Dissatisfied

41% 33% Moderate

Satisfied

Highly
Satisfied

It is necessary to know that whether the customers are satisfied with the availability of

the products at the store. Availability of the products means all variety of products which the

store sells.

When I asked customers whether they are satisfied with the availability of products in the

store, almost half of the respondents fall in satisfied category (both satisfied and very satisfied)

and thus I got-

 41% are satisfied.

 10% are highly satisfied.

 33% are moderately satisfied.

 15% are dissatisfied.

 1% is highly dissatisfied.
Q.5- Satisfaction regarding price & offers

2% Highly
Dissatisfied
10% 10%
Dissatisfied

35% Moderate
43%
Satisfied

Highly Satisfied

According to the survey, majority of the respondents are satisfied with the price and offers

available at store. I got-

 43% are satisfied.

 10% are highly satisfied.

 35% are moderately satisfied.

 10% are dissatisfied.

 2% are very dissatisfied.

Q.6- No. of customers availing basket offers

40%
Yes
60%
No

First I need to know what basket offer actually is. Basket offer actually means combo offers.

This includes some specific combination products at a discounted price, like 5kg Pillsbury Atta, 3

liters Nature Fresh Actilite Soybean oil and 2 kg R-value Sugar can be bought for Rs. 349/-, but

the MRP is more than Rs. 400. This is a basket offer.

When I asked how many customers avail basket offers I observed- most of them do not avail

these offers.

 60% of the respondents don’t avail it.

 40% of them avail basket offers.

Q.7- Satisfaction regarding combination of basket offers

19%
33% Dissatisfied

Satisfied
48%
Not Aware

Now the question comes if customers are satisfied with combination of products of basket

offers.

 Almost half of them, i.e., 48% are satisfied.

 33% are dissatisfied.

 But 19% of the respondents are not aware of the combinations offered.
Q.8- Satisfaction regarding price & quality of Bombay Dyeing products

Highly
2%
Dissatisfied
17% 15% Dissatisfied
7%
20% Moderate

Satisfied
39%
Highly Satisfied

Not Avail

Earlier it has been mentioned what Bombay Dyeing products are.

When I asked if customers are satisfied with Bombay Dyeing products regarding price and

quality-

 39% said they are satisfied.

 7% are highly satisfied.

 20% are moderately satisfied.

 15% are dissatisfied.

 A very few are highly dissatisfied, like 2%.

 But almost 1/5th, i.e., 17% are not aware of it.

Q9- Satisfaction regarding home delivery system

Highly
4% Dissatisfied
10% 6% Dissatisfied

50% Moderate
20%
Satisfied
10%
Highly Satisfied

Not Availed

Reliance also offers home delivery facility free of cost. But the chart says that 50% of the

respondents do not avail home delivery facility. This may be because of two reasons- first,

customer has to shop for at least Rs. 700 and second, it offers home delivery within 2 km

distance.

Among those who avail this facility-

 20% are satisfied.

 10% are highly satisfied.

 6% say it’s moderate.

 10% are dissatisfied.

 4% are highly dissatisfied.

Q.10- Satisfaction regarding customer service

Highly
4% 5% Dissatisfied
23% Dissatisfied
18%
Moderate
50%
Satisfied

Highly
Satisfied

Bombay Dyeing scores good in terms of customer satisfaction.

 50% of them are satisfied.

 23% are very satisfied.

 18% are moderately satisfied.

 4% are dissatisfied.

 5% are very dissatisfied.