hero honda phoenix
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INTRODUCTION
The Legend of Hero Honda was started as a joint venture between Hero groups, the
world’s largest bicycle manufactures and the Honda motor company of Japan has today
become the world’s single largest two wheeler company. Coming into existence on
January 19,1984 Hero Honda motors limited gave India nothing less than a revolution
on two-wheels, made even more famous by the ‘Fill it –Shut it Forget it’ campaign.
Driven by the trust of over 5 million customers, the Hero Honda product range today
commands a market share of 48% making it a veritable giant in the industry. Add to that
technological excellence, an expansive dealer network, and reliable after sales service,
and you have one of the most customer-friendly companies.
Customer satisfaction, a high quality product, the strength of Hero technology and the
Hero group’s dynamism have helped HHML scale new frontiers and exceed limits. In
the words of Mr. Brijmohan Lall Munjal , the Chairman and Managing Director, “we will
continue to make every effort required for the development of the motorcycle industry,
through new product development, technological innovation, and investment in
equipment and facilities and through and efficient management.”
Today Hero Honda has managed to achieve indigenization of over 95 percent, a
Honda record worldwide. Hero Honda is at present the largest-selling Indian motorcycle
and the most fuel-efficient in its category – the outcome of Hero Group’s foresight and
another classic example of how the Group strives to provide the customer with
excellence satisfaction.
Hero Honda became the first company to introduce four-stroke motorcycle and set the
standards for fuel efficiency, pollution control and quality. It has an excellent distribution
and service network spread throughout the country, Hero Honda is the market leader in
motor cycles, with sales over 2 million motorcycles and a strong market share of 48%
during 2003-04.
OBJECTIVES
Primary Objective:
To know the level of customer satisfaction towards Hero Honda two wheelers.
To find out behavior of customer and their preference to various attributes of choice criteria such as style, price, brand, image, after sales service etc.
To know the influence of promotional activities towards 2- wheelers from customers,
Secondary Objective:
To find the reasons for the dissatisfaction.
To know the effective factors for the preferring 2- wheeler vehicles.
To know the awareness of the 2- wheeler vehicles,
To know the reasons for the change of 2 – wheelers,
To find the area to be improved,
IMPORTANCE, NEED AND SCOPE
NEED
Most marketers see the goal of marketing as those of maximizing not consumption but
customer satisfaction every company exist because they produce goods or services as
required by the customer. So it is very important that these which the company
produces should satisfy the needs of customers.
SCOPE
Hero Honda Motors Ltd., Warrants all its motorcycle manufactured / assembled in
Dharuhera Plant and Gurgaon plant, distributed in India and sold through its authorized
dealers to be free, under normal use and condition.
REAEARCH METHODOLOGY:
MARKETING RESEARCH:
Definition of marketing research as approved as by the board of directors of the
association of American marketing association is:
“Marketing research is the function which links the customer and public to the marketer
through information – information used to identify and define marketing opportunities
and problems generate define and understanding of marketing as process”.
Simply, marketing research is the systematic design collection analysis and reporin of
data finding relevant to a specific marketing situation facing the company. Carefully
planning through all stages of the research is a necessary.
Objectivity in research is all – important. The heart of scientific method is the objective
gathering of the information.
The function as marketing research with in the company as to provide the information
and analytical necessary for effective,
Planning of the future marketing activity.
Control of the marketing operation in the present.
Evolution of marketing results.
A research may under take any of the three types of research investigations depending
upon the problem. This type of research included:
Basic research
Applied research
Designated fact gathering
BASIC RESEARCH:
It is also know as the pure fundamental research, which refers to those studies, sole
purpose of which is the discovery of new information. It is conducted to extend the
horizons on given area of knowledge with no immediate application to existing problems
APPLIED RESEARCH
It is attempt to apply the various marketing technique, which have been developed as
research, first and later on they become applied research techniques. It is on attempt to
apply the basic principles and existing knowledge for the purpose of solving operational
problems.
DESIGNATED FACT GATHERING:
It refer to a research where the investigation attempts to gather some pre-determined
data
STEPS IN MARKETING RESEARCH:
Marketing research process can be out through following steps
Define the problems and research objectives Develops the research plan Collect
the information - Analysis and interpretation - present the finding
DEFINE THEPROBLEMS AND OBJECTIVES:
In the real sense, this step is heart of research process. This is the first step, which calls
for the marketing manages and marketing research to define the problem carefully and
agree on the research objectives.
Statements of objectives.
Setting hypothesis.
RESEARCH PLAN DEVELOPMENT:
The second step calls for development the most efficient plan for gathering the needed
information. Not to forgets the cost of research the marketing manager must estimate
process or value of research the marketing manager must estimate before its approval
research plan calls for decisions.
DATA SOURCE:
Primary data to be collected for specific purpose.
Secondary data collected for another purpose and already exiting somewhere.
RESEARCH APPROVES:
Primary data can be collected in four ways.
Observational research
Focus group research
Survey research
Experimental research
RESEARCH INSTRUMENTS:
Marketing researches can use questionnaire I collecting of primary data. Because of
flexibility, questionnaire is by far the most common instrument used to collect data.
SAMPLING PLAN:
This plan calls for there aspects:
Define the sampling unit
Decide the sample size
Decide the sampling procedure whether to use probability or non – probability sampling
methods.
CONTACT METHOD:
Once the sampling plan has been determined, the researcher has to decide how the
subject is contacted. The choices are mail, telephone or personal interviews.
COLLECTION OF INFORMATION:
Data collection phase is generally the most expensive and the most phased to error.
Carry out the field work, collect using the instrument, adjust the problems, replaced,
refusal to coorperate, biased or dishonest answers.
ANALYSIS AND INTERPRETATION:
The next is to extract pertinent findings from the collected data. The researcher edits,
codes, tabulate the collected data.
PRESENTATION OF FINDINGS:
As the last step in marketing research, the researches present the findings. The
researchers have to arrange the researched result according to an approved reporting
format, get the reported typed and bound, present the copies of report to the concerned
authorities.
RESEARCH METHODOLOGIES/DESIGN:
The methodology adopted for eliciting the data required for the study was survey
method. It is overall pattern of framework of the project that will dictate as to what
information is to be collected, from which sources and by what procedures.
RESEARCH METHOD:
It must be classified on the basis of the major purpose of the investigation. In this
problem, description studies have been undertaken, as the objective of the project is to
conduct the market shares study to determine the share of market received by the
company and the competitor.
DATA COLLECTION:
The information needed to further proceed had been collected through primary and
secondary data.
PRIMARY DATA:
It consist of information collected for the specific purpose, survey research was used
and the all the details of Hero Honda and their competitors were contracted. Survey
research is the approach gathering and information.
CONTACTED METHOD:
The information was solicited by administering structured questionnaire to the customer
and dealers, thus getting thus to know directly from the dealers their sales before and
after sales service.
SECONDARY COLLECTION:
The secondary data consist of information that already existing somewhere having been
collected for another purpose. Any researcher begins the research work by first going
through secondary data. Secondary data includes the information available with the
company. It may be the finding of research previously done in the field. Secondary data
can also be collected from the magazines, newspapers, internet other service
conducted by researcher.
METHODS OF DATA COLLECTION:
The basic method adopted in conducting the study is a structured questionnaire.
Questionnaire is administered on the sample respondents.
How ever there are certain cases where personal interactive method is followed with
customers to find how the satisfaction level
LIMITATIONS
The Observation is there with in specific time i.e., 6 weeks.
The study had carried on with a sample size of 100 only.
The data given by of the respondents are not accurate due to the
lack of time.
There is possibility of casual or careless answers by the
respondent.
ORGANIZATION PROFILE
PRODUCT PROFILE
HERO GROUP
Hero, a name synonymous with two wheeler in India, began its journey around four
decades ago. Starting as a manufacturer of bicycle components, Hero has today grown
into a multi-unit, multi-product, geographically diversified group of companies. Like
every success story, Hero’s saga contains an element of spirit and meticulous planning.
The Hero Honda Group began wit a simple philosophy: to provide excellent
transportation on the common man, at a price he could easily afford. Its Is this spirit,
which drives Hero even today; the dream of providing total satisfaction in all its spheres
or activity. To customers, in excellent products at an affordable price: to employees, in a
fine quality or life and to business associates, in a total sense of belonging. Through
opportunities, and marketing mix sensitive to changing customer needs, from the core
of Hero’s marketing strategy and philosophy.
Hero is also the largest manufacturer of 100cc motorcycle in India, and has a
substantial presence in mopeds and auto-ancillaries.
The search for excellence led to the creation of several companies by the Hero Group.
Companies that maintained the ethos of perfect quality, which helped Group, attain its
global stature and self-reliance in the entire manufacturing process. Keeping the wheels
of progress turning are the individual companies of the Hero Group. Each an
independent profit centers. Each a success story in its own right. The two wheeler
division of the Hero Group has already networked more than 3,500 dealer outlets, each
with its complement of trained mechanics and workers.
Dealer Network
Hero Honda is having a network of 575 dealership-cum-service points (including 400
dealership) across the country.
The level of investment in an automated Hero Honda service station is expected to be
around Rs 10 lakh, part from land and building.
No dealer has any problem is expanding business. They have tied up with Citibank and
Centurion to provide bill discounting through dealers Customer Finance: In order to
focus on organized customer financing, Hero Honda tied up with Tata Finance. This is
Hero Honda’s second tie-up following Centurion, which is accounting for around 3,000
bikes a month through 100 dealership.
They got a good internal rate (based on IRM)), which is standard across the country.
These finance companies bring refreshingly customer-friendly focus to organization
With Tata Finance, Hero Honda reach will be extended to over 150 dealership.
Also, Tata Finance is expected to add 2,000 bikes a month. Presently, consume
financing, including non –organized financing, contributes around 20,000 bikes Hero
Honda bike a month. Gauging Customer: Hero Honda is chalking out a customer
relationship program, which is expected to be established in the next three years. The
program will initially attempt at building relationship with Hero Honda will also
commission CSMM to undertake customer satisfaction survey across 25 cities. The Rs
25-lakh project is y far Hero-Honda most ambitious following an IMRB study two years
ago.
MISSION STATEMENT
Hero Honda is continuously striving for synergy between technology, systems, and
human resources to provide products and services that meet quality, performance, and
price aspirations of our customers. While doing so, we maintain the highest standards of
ethics and societal responsibilities going to take company to excellence in the new
millennium.
PRODUCTS & SERVICES
Products
Pleasure
Cbz
Splender
Splender plus
Cd 100
Cd dawn
Passion
Passion plus
Karizma
Amition
Super splender
Cd deluxe
Hunk
Service
Constant endeavourer is to support the company’s mandate of providing highest level of
customer satisfaction by taking CARE of motor cycle service & maintenance through
vast network of more than 1000 committed dealers & service outlets spread across the
country State-of-the-art authorized workshop have well laid out standards for motorcycle
servicing supported by fully equipped infrastructure in terms of quality precision
instruments, pneumatic tools & a team of highly trained service technicians. Having
motorcycle serviced at an authorized workshop ensures highest standards of service
quality and reliability.
Management Profile
Chairman : Mr. Brijmohan Lall Munjal
Managing Director : Mr. Pawan Munjal
Joint Managing Director : Mr. Miki Yamamoto
Whole Time Director : Mr. Shinichi Nakayama
Director : Mr. Satyanand Munjal
Director : Mr. Om Prakesh Munjal
Director : Mr. Koji Nakezono
Director : Mr. S P Virmani
Director : Mr. N N Vohra
Director : Mr. Pradeep Dinodia
Director : Gen (Retd) V P Malik
Director : Mr. Analjiy Singh
Director : Mr. Pritam Singh
Director : Mr. Vijay Laxman Kelkar
Director : Ms. Shabhana Bharthi
Growth And Development Of The Company:
The growth chart says it all. Barely five years ago, Hero Honda was selling just
about 2,68000 bikes per year. The number has since grown more than five-fold,
catapulting the company to not only the number one position of the number one tw-
wheeler company in the world with sales of 14,25,302 units in the fiscal ended March
2002. The company currently has a market share staggering 47 per cent of the
motorcycle segment and 35 per cent of the two-wheeler market.
It was not easy though as the Indian market from the very beginning had several well-
entrenched players such as Bajaj and Yamaha. However , Hero Honda(an 18-year old,
26:26 partnership between Japan’s Honda Motor Co. and Hero Group) had an edge not
only because of the transfer of cutting-edge technology from Honda Motors, but, owing
to Hero Cycles ( the world’s largest cycle manufacturer), the company’s distribution
network was well in place.
Also, it was in the Nineties that the attitude towards bikes started undergoing a change
and there was a perceptible shift away from scooters, People started realizing theat
motor cycles were not all that heavy or dangerous. At the same time, very little
“newness”
Was being offered in scooters, especially in terms of style, power and fuel efficiency.
Thereby, there was a shift towards bikes due to rational,emotional and aspirational
reasons.”
The computers has a large portfolio of brands, with the money-spinners being mainly
Splendor(the world’s largest selling bike)and passion.However, the company claims it
was the launch of the 150cc CBZ which established Hero Honda as an aspirational
brand.
“The launch of CBZ got us into a different league altogether. Although the sales are just
about 3,000 a month, it made us an overall bike company.
However, it has not been smooth sailing for Hero Honda. There have been some
hiccups too. For example, though the company claims that sales for splendor cut across
a wide spectrum of people,
Hero Honda for long did not have a bike which focused on the entry level-segment of
the market. It did launch joy last year for the company segment , which did not get a
very positive response.
There was tow reasons for this. First, being an entry-level product it was over priced by
about Rs 1,000. Aslo, that was the time Bajaj launched its boxes prices at Rs 29,900
making matters worse.
However, Hero Honda was quick to make amends. It phased out joy in less than a
year, and launched Dawn as an entry-level bike. “We priced it right and we belive that it
will be the 21 st century CD-100 for us. Dawn has received a great response and has
sold 10,000 pieces in the second month itself. Meanwhile , the company may also
phase out the CD-100(popular during the 1985-1995 periods) at a later stage and
replace it with Dawn. In 1999, Hero Honda conducted the largest research on two-
wheelers in the country covering 50,000 households, which helped the company in
drawing out its strategy. The research helped us gauge customer preferences and
demand. It also gave us an estimate of demand for bikes vis-à-vis scooters. Hero
Honda has conducted a follow-up to the research this year covering an even larger
spectrum of people with an emphasis on the rural market. Although the results of the
survey are still being complied, it clearly shows that demand for bikes in Indian market.I
fact, as per estimates, demand for bikes continue growing in double figures in the
coming years.
The company’s marketing and promotional strategy too had a significant role to play in
its success. Hero Honda’s customers at a nominal price of Rs 95 for three years.
The benefits include a Rs 1lakh accident insurance points on free service, prizes and
tickets for ecents, among other things. It already 500,000 members registered and
hopes to cross a million in the coming year. Hero Honda is also working on a setting up
a call center this year to take care of things such as reminding customers about when
their vehicle’s service is due and about schemes from the company, among other
things.
Meanwhile, Hero Honda will keep up its promotional activities with emphasis on cricket
and entertainment. The company claims that its Desh Ki Dhadkan campaign brand
ambassadors Saurav Ganguly and Hrithik Roshan has received a very ood response
and helped build the company’s image. Last year, the company spent around Rs 90
crores on advertising and marketing .Its aim is to proactively and consistently deliver
value to the customer.
For instance, they recently gave Rs 1,001 off across all around models. They are giving
back to the customer after becoming successful. Most companies give discounts only
when their products are not doing too well. Another reason could be the cut-throat
competition in the segment with heavyweight competitors such as Bajaj, Kinetic, and
TVS. There is lots of competition in the segment, especially from Bajaj. But the reason
for Hero Honda’s success is that they are customer- focused while other companies
such as Bajaj tend to be more competitor-focused.
However, industry analysts say competition has been hitting the company significantly
over the past year. Hero Honda has only one 100cc engine powering almost all its
models (including the CD-100, the Splendor, Passion, Dawn, CD,-100ss.).Meanwhile
the market for the 100cc+ segment, especially the 100cc<147.1.0>segment, has been
growing quickly and there are already 5-6 bikes form competing companies in the 110cc
segment, but surprisingly none yet form Hero Honda Further ,Bajaj too with a series of
successful launches is growing quickly in various segments.
Hero Honda has also lost market share from 50m per cent in September 2001 to 46.5 in
April 2002.
However having become the word’s largest, what will be the way forward for the
company? The focus now will be on maintaining the speed and the status in the market.
There are plan new product launches and a third plant coming up soon which take the
capacity beyond the current two million per annum. The company is planning to launch
two new bikes soon- one towards the middle of the current year while the other one will
be launched in the beginning of next year.
The bikes are expected to have a capacity of 100cc-150cc and above 150cc
respectively.
Other launches may include a foray in to the scooter segment and may be even a two-
wheeler targeted at women, They are seriously studying a foray into scooter. Even
though the segment has declined, it’s not doing badly in absolute terms. For instance,
Honda Motorcycle and scooter India Ltd (HMSI) sells about 10,000 scooters a month in
India.
There are challenges ahead too for the company, The Hero group’s agreement with
Honda ends in 2004 after which HMSI will be free to launch its own Motorcycles in
India They are confident that we will continue getting technology fro Honda. Honda ,for
its part has also made similar statements.
However, industry analysts do have doubts, Says an industry analyst, Honda’s Track
record in India does lead to some apprehensions. An analysis of Honda’s past tie-ups in
India would prove so. For instance, Honda exited the joint venture with kinetic by selling
its stake to the promoters and launched a replica of Kinetic Honda’s scooter without
gear, its 60:40 ventures group for gensets ended it bought out Shriram’s stake. This
does throw up some questions with regards to path ahead for Hero Honda. These
examples prove that Honda has always wanted to have its
own entity.
Nevertheless, Hero Honda is hoping the best. They will find a mechanism for peaceful
co-existence. Nothing will be done to undermine Hero Honda, the stake re simply too
big.
SALES PERFORMANCE
Hero Honda, the ‘World No.1’ two wheeler company, has begun the New Year with a
leap! While the company sold 1,95,982 motorcycle in January , the retails are expected
to be more than 2- lakh motorcycles. This is third instance in the last four months when
the company has come close to, or exceeded the 2- lakh- motorcycle mark. The
Company achieved a solid growth of 35% as compared with sales record during
January 2003.The cumulative sales of the company for the period April 2003- January
2004 are 16,73,421
Motorcycles, a notable jump from 14,27,052 units sales achieved during the
corresponding period last year (April 2002-January 2003).This reflects a growth of 17%
in the cumulative sales of the company.
Following the highly successful launches in the past few months, Hero Honda has just
strengthened its premium segment range with the launch of Ambition 135.
It is a n ideal model for customers wanting a combination. Ambition 135 has a styling
which is very close to CBZ. It Contemporary style and power, with good fuel efficiency,
provides the customers a great blend of style and power, Repeating the success, Hero
Honda, the ‘World No.1’ Two wheeler company, has sold over 2 lakh motorcycle units a
month, for two consecutive months. Hero Honda sold 2,04,533 units in November,
registering a superb growth of 26%. The success has been well spread across all major
motorcycle segments.
The Splendor+ and Passion Plus duo together consolidated the company’s leadership
in the executive segment, launched in mid- April 2003, CD Dawn cemented in
leadership in the entry segment. CD Dawn is now the second highest selling motorcycle
model in the country, after the Hero Honda Splendor. The company had sold 2,07,472
units in October 2003, as against 1,65,066 units sold during 2002, registering a string
growth of 26%. Hero Honda Motor Ltd., the country’s largest two-wheeler maker,
finished the year 2002-03 with total sales of 1,677,5354 units; a growth of 18% over last
year’s sale of 1,425,302 motorcycles. For the month of March2003, the company posted
sales of 115,722 motorcycles compared to 135,464 in March 2002. As reported earlier,
the economic slowdown, as a consequent of drought in certain parts of the country, and
low agricultural production, affected the demand for a whole durables including
motorcycles. Lack of clarity on VAT issues also impacted sales.
The company achieved a significant landmark in exceeding its sales turnover
target of Rs. 5000 crore during the year, up form Rs. 4539.49 crore in the previous year.
Environment policy
We at Hero Honda are committed to demonstrate excellence in our environment
performance a continual basis, as an intrinsic element of our corporate philosophy.
Integrate environmental attributes and cleaner production in all our business processes
and particles with specific consideration to substitution of hazardous chemicals, where
viable and strengthen the greening of supply chain.
Continue product innovations to improve environmental compatibility.
Comply with all applicable environmental legislation and also controlling our
environmental discharges through the principles of “alara” (as low reasonably
achievable).
Institutionalize resource conservation, in particular, in the areas of oil, water, electrical
energy, paints and chemicals.
Enhance environmental awareness of our employees and dealer / vendors, while
promoting their involvement in ensuring sound environmental management.
CORPORATE SOCIAL RESPONSIBILITY (CSR)
STAKEHOLDER TIES AT THE GRASSROOTS:
Hero Honda Motors takes considerable pride in its stake holder relationship , especially
ones developed at the grassroots. The company believes it has managed to bring an
economically and socially backward region in Dharuhera, Haryana, into the national
economic mainstream.
An Integrated Rural Development Centre has been set up on 40 acres of land along the
Delhi – Jaipur Highway. The Centre – complete with wide approach roads, clean water,
and community.
The foundation has adopted various villages located within vicinity of the Hero Honda
factory at Dharuhera for integrated rural development. This includes:
Installation of deep bore hand pumps to provide clean drinking water.
Constructing metalled roads and connecting these villages to the National Highway
(NH-8)
Renovating primary school buildings and providing hygienic water and toilet facilities.
Ensuring a proper drainage system at each of these village to prevent water – logging .
Promoting non – conventional sources of energy by providing a 50% subsidy on biogas
plants.
Other key projects taken up by the foundation include:
The Raman Munjal Vidya Mandir began with three classes (up to class II) and 55
students from nearby areas. It has now grown into a modern senior secondary,
CBSE affiliated co – educational school with over 1200 students and 61 teachers.
The school has a spacious playground, and ultra – modern laboratory, a well –
equipped audio visual room, an activity room, a well – stocked library and a
computer centre.
Multi – specialty hospital equipped with the latest diagnostic and surgical
technology. The Raman Munjal Memorial Hospital provides healthcare to the rural
population in and around
Dharuhera, and also caters to accident and trauma victims driving along the Delhi
– Jaipur highway.
Raman Munjal Sports Complex
The Raman Munjal Sports Complex has basketball courts, volleyball courts, and hockey
and football grounds are used by the local villagers. In the near future, sports
academics are planned for volley ball and basket ball, in collaboration with National
Sports Authority of India.
Vocational Training Centre
In order to help local rural people, especially women, Hero Honda has set up a
vocational Training Centre. So far 26 batches comprising of nearly 625 women trained
in tailoring embroidery and kitting. The company has helped women trained at this
center to set up a production unit to stitch uniforms for Hero Honda employees.
Interestingly, most of the women are now self – employed.
Adult Literacy Mission
This scheme was launched on 21st September, 1999, covering nearby villages of
Malpura, Kapriwas and Sidhrawali. The project started with a modest enrollment of 36
adults. Hero Honda is now in the process of impairing Adult Literacy Capsules to
another 100 adults by getting vullage heads and other prominent villagers to motivate
illiterate adults.
Marriages of underprivileged girls:
Marriages are organized from time to time, particularly for girls from backwards classes,
by the Foundation by providing financial help and other support to the families.
Rural Health Care:
Besides setting up a modern hospital, the foundation also regularly provides doorstep
health care services to the local community. Free health care and medical camps are
now a regular feature in the Hero Group’s community outreach program.
MILESTONES
2005
Winner of the Review 200- Asia’s Leading Company Award (3rd Rank amongst the top
10 Indian Companies)
Most Respected Company in Automobile Sector by Business World
Bike Maker of the year Overdrive Magazine ]
2004
Bike Maker of the year by Overdrive Magazine
Winner of the review 200-Asia’s Leading Companies Award (4th Rank amongst top 10
Indian Companies)
Sponsored ‘Hero Honda Masters Golf Championship’
Dawn model introduced
Entrepreneur of the Year Award conferred upon the Chairman, Mr. Brijmohan Lall by
Business Standard
Company of the year for corporate Excellence by the Economic Times
Ambition model introduced
Giants International Award to the Chairman, Mr. Brijmohan Lall in the filed of Business
& Industry
Appointed Virender Shewag, Mohammad Kaif, Yuvraj Singh, Hrbajan Singh and Zheer
Khan as Brand Ambassadors
Business Leadership Award conferred upon the Chairman, Mr. Brijmohan Lall by
Madras Management Association
Mr. Pawan Munjal , Managing Director of Hero Honda Motors Ltd. Appointed as the
Chairman of Asian PGA Tour Board of a Directors
Sponsored ‘Second Indian Television Academy Award’
2001
Bike Maker of the year by Overdrive Magazine
Winner of the review 200 – Asia’s Leading Companies Award (9 th Rank amongst top 10)
Indian Companies)
Passion model introduced
Achieved OM- Million production in one single year
Joy Model launched
Entrepreneur of the year Award conferred upon the Chairman, Mr. Brijmohan Lall by
Ernst & Young
50,00,000th Bike produced
‘Three Leaves Award for Environment’ to Hero Honda by Centre for social &
Environment Green Rating Project.
Sponsored ‘21st Cinema Express Award’
Sponsored ‘India-England Test Series’
Sponsored ‘First Indian Television Academy.
2000
Sponsored ‘Hero Honda NKP Slave Challenger Trophy’
Sponsored ‘Stardust Hero Honda Millennium Honours Award’
Sponsored ‘Hero Honda Masters Golf Championship’
Appointed Sourav Gnaguly & Hrithik Roshan as Brand Ambassadors
Environment Performance Award to Hero Honda Dharuhera plant by Haryana State
Pollution control board
Environment management system of gurgaon plant certified ISO-14001 by DNV Holland
4,000,000th motorcycle produced
Sponsored ‘20th Cinema express award’
Splendor declared World No. 1- largest selling single two-wheeler model
Passport program-customer relation program launched
Sir Jehangir Ghandy Medal for industrial peace conferred upon the chairman, Mr.
Brijmohan Lall by XLRI, Jamshedpur
1999
25,00,000th motorcycle produced
CBZ model launched
Sponsored ‘7th World Cup tournament’ at England
Environment management system of dharuhera plant certified with ISO 14001 by DNV
Holland
Raman munjal memorial hospital inaugurated
Sponsored ‘Hero Honda masters Golf Championship’
Suhana safar-customer relation program launched
30,00,000th motorcycle produced in December
Best productivity award for the best performance in automobile & tractor sector by
national productivity council presented by vice president of India.
1998
20,00,000th motorcycle produced
Hero Honda masters golf championship
Business leader of the year conferred upon the chairman, Mr. Brijmohan Lall by
business baron
1997
15,00,000th motorcycle produced
Street model introduced
Foundation stone of Raman Mumjal Vikas Kendra foundation stone laid by chief
minister of Haryana
Gurgaon plant inaugurated by Honda president
Sponsored 6th women world cup tournament
Distinguished entrepreneurship award conferred upon the chairman Mr. Brijmohan lall
by PHD chamber of commerce & industry
1200 motorcycle per day production started
1996
Hero Honda becomes first company to serve army, navy & air force with its 100cc
motorcycles
1000 motorcycle per day production started
1995
800 motorcycle per day production started
National award for outstanding contribution to the development of Indian small scale
industry (NSIC award-presented by president of India)
The analyst award 1995 presented to Hero Honda Motors Limited on being ranked 9 th
amongst the most investor rewarding companies in India.
1994
Splendor model introduced
10,00,000th motorcycle produced
The businessman of the year award is conferred upon the chairman Mr. Brijmoham Lall
– by business India group of Publications
1993
750,000th motorcycle produced
Sponsored Hero Honda Group-five Nations cricket tournament
1992
A school named Raman kant Vidya Mandir inaugurated imn memory of the first
managing director of Hero Honda Motors Limited
1991
500,000th motorcycle produced
CD 100SS model introduced
Mobile service Workshop launched
Economic times – Harvard business school award for excellent governance to Hero
Honda Motors Ltd.,
Hero Honda moved into India’s Top 100 companies – ranked 87
1990
400,000th motorcycle produced
Pegasus award from readers digest for campaigning ‘One Litre Road’
1989
Sleek model introduced
300,00th motorcycle produced
1988
Hero Honda family club formed at Gurgaon
200,000th motorcycle produced
1987
Engine plant started
1,00,000th motorcycle produced
1986
Quality circles launched
1985
First motorcycle (model CD 100) produced
200 motorcycles per day production
1984
Company incorporated
Technical collaboration signed
Foundation stone laid
1983
Joint collaboration agreement with Honda Motorcycle Co. ltd. Japan signed
Shareholders agreements signed
2006
Hero Honda is the world No 1 for the 5th year in a row KEY PLOICIES
COMPANY PROFILE
PHOENIX MOTORS Pvt Ltd., is one of the biggest Hero Honda show rooms in the
state. PHOENIX MOTORS Pvt Ltd., Was established on 21st march 2003 as Hero
Honda authorized dealer. Mrs. Madhumathi is the Managing Director of the company.
PHOENIX MOTORS Pvt Ltd., is selling around 850 vehicles per month and around 120
employees are working in the company. Marketing and sales department has one
Marketing Manager, four Marketing Executives and 12 members’ sales team.
PHOENIX MOTORS Pvt Ltd. has a huge automated workshop for servicing of the
vehicles. Daily around 100 vehicles are serviced and repaired in the servicing center.
Workshop has one manager, four member Tech supervisors and skilled mechanics.
PHOENIX MOTORS Pvt Ltd. Had linked with HDFC, ICICI and Central Banks to
finance the customers who wish to buy the vehicles in finance.
INTRODUCTION & BRIEFING ABOUT THE TOPIC
CUSTOMER SATISFACTION
Many organizations have not got a clue about the customers perceive the goods and
services they supply. Customer’s attitude to be that so long as people “buy” their
products then the products must be accepted.
Firstly, customer may buy a given product of services simply because there is no other
option and they would prefer to purchase what you are offering them to go out
altogether.
Secondly, the 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. If standards don’t rise and service evolve and then
download sales will appear.
A worse situation arises when the organizations haven’t got a clue of the customer’s
perceptions but think they have. Another situation is when the organization don’t have
clue of their customers perception and don’t care either the org may believe that it is in
a monopoly situation and its customers can’t go else where. Sometimes organizations
believe that it know 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 orgs solicit customer feed back or it 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 orgs to determine how efficiently it is solving
the customer and determine customer satisfaction. This feed back answers the
following questions to find out.
Who are your customers?
Where are they likely to be your customer?
What does your customer want?
How does your customer fell?
What does your customer think?
How can you make your customer feel valued?
What sort of initiatives would your customers appreciate?
What can you do keep your customers?
How can you give yourself a competitive advantage so as far as your customers are
concerned?
Now that we have spoken of customer satisfaction, let us define what it is:
According to Kotler “Customer satisfaction is the level of a person felt state resulting
from comparing a products perceived performance in relation to the person’s
expectations”.
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.
If performance fails short of expectations customer if dissatisfied
If performance matches expectations/customer is satisfied.
If performance is grater then expectations customer is highly satisfied Pleased or
delighted.
Expectations of a buyer are formed on any of the following ways.
Buyer past experience.
Statements by friends
Associates
Marketer
Promise
Companies seeking to win in today’s markets track their customer’s expectations,
perceived company performance and customer satisfaction.
They must monitor the aspects of their competitors as well.
They key to customer retention is customer satisfaction a satisfied customer is one who:
Buy more and stays loyal, longer.
Buys additional products as the company introduces and upgrades products
Pays less attention to competing brands and advertisement
Fewer prices sensitive
Offers products or services, ideas to company
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
Highly satisfied
Somewhat satisfied
Indifferent
Some what dissatisfied
Highly dissatisfied
It should find out the 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 know it; Companies can maximize customer
satisfaction in the following manner:
By lowering price or increasing its service (this may result in lower profile).The company
might be able to increase in profitability in other ways, such as improving manufacturer
or inverting more in research and development.
The company as many stock holders including employees, dealers and stock holders.
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 n the above aspects before it really sets on the mission
of maximizing customer satisfaction.
Customer satisfaction is the extent to which a product perceived performance
marches buyer’s .Customer satisfaction with a purchase depends on how well products
performance lives up to the expectation. It is the key influence on future buying
behavior. Satisfied customers often switch 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 marketers go beyond merely meeting the
expectations for customers they aim to delight the customers.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.
NEED AND GOAL FOR CUSTOMER SATISFACTION:
Most marketers see the goal of marketing as those of maximizing not consumption but
customer satisfaction every company exist because they produce goods or services as
required by the customer. So it is very important that these which the company
produces should satisfy the needs of customers.
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.
To examine and analyses the reason for customer dissatisfaction if any and other
suggestions for improvement.To analyze the competitors services and their degree of
command in the market.
WHY CUSTOMER SATISFACTION:
Traditionally it was thought that keeping customers happy be achieved by producing
high quality products, where quality was defined by the company internal standards.
However, it is now recognized that a company’s 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 considerable evidence that satisfied customers are with positive perceptions
are loyal customers. That is they buy more, more often and are willing to any pay more
higher prices. Also to the extent that customers view the company’s performance as
being high quality. They may also recommend it to others. On the other hand,
dissatisfied customers are a powerful source of negative word of mouth.
Thus customer perceived quality an important determined of market share for a
company. Thus measuring and improving customer’s quality perceptions held achieved
the company’s objectives of increased profitability and market share.
It is essential to understand the dynamics of our relationship with our customers or
achieve or maintain out long term business success.
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 improvement in a day service delivery to great financial
advantage.
To maximize our business and maintain and lead over our competitors, we msut have a
committed customer base who will back that commitment with loyalty (both in buying in
our service centers).
This is what survey attempts at achieving.
THE FOUR FUNDAMENTALS OF CUSTOMER SATISFACTION:
A) VARIABLES RELATED TO THE PRODUCTS / SERVICE ITSELF:
What you actually do for customer is going to be the key determines of customer
perception. In this case we see that the design of the products /service is most
important. The design of product / service affects customer satisfaction in two ways.
The design sends a message to he customer about the orgs basic values especially
concerning the trade offs between cost and customer. Little is more damaging to
customer satisfaction than users perceiving that costs savings have been made a their
expenses.
Design can enhance or resist the orgs ability to keep customer happy during and often
the sales. A strong successful design increase confidence of front staff, which a poor
design makes them defensive, bad design places constraints on distribution channel
choice, it can also to the cost and difficulty in providing after sales support services.
B) VARIABLES RELATED TO SALES AND PROMOTION:
Three factors affect customer satisfaction area.
MESSAGE: That helps to share customer ideas about the product or service benefits
beore they have experienced them in use.
INTERMEDIARIES: Employee of the org to act on its behalf Ex: Brokers.
ATTITIDUES: Every one in the frontline roles.
Ex: Receptionist etc. like .
Courtesy and helpfulness
Level of technical knowledge
Are they interested in the needs of the customer or merely selling?
C) VARIABLES RELATED TO AFTER SALES:
This significant aspect with regard to after sales
Support services covering traditional after sales activity such as warranties, user
training etc.
Feedback and restitution – the way org handle complaints etc.
D) VARIABLES RELATED TO ORGANIZATION CULTURE:
This depends on the org if it behaves in maximizing customer satisfaction hereby paying
services to it. One of the must be careful to distinguish between formal and informal
aspects of separate culture in this regard. Formal values will be only meaningful if they
supported by the right informal culture and these develop over time.
Extent and manner of service management involvement
Degree to wish senior management practice leadership
Consistency with which customer care policies are implemented
Commitment of middle management
Existence of reward system
It is usually these informal values that determine that the true measure of orgs intention
towards its customer.
METHDODS OF TRACKING AND MEASURING CUSTOMER SATISFACTION:
COMPLAINTS SUGGESTIONS SYSTEM: A customer centered org would male it easy
for it’s customers to deliver suggestions and complaints e.g. installing suggestion boxes,
questionnaire.
CUSTOMER SATISFACTION SURVEY: A Company must not conclude that it can get
a full picture of customer suggestions system.
Responsive companies obtain direct measure of customer satisfaction by conducting
periodic surveys. They send questionnaire or make telephone calls to find out how they
feel about the rating aspects of the company’s performances. They will also solicit buyer
view on competitor’s performance.
GHOST SHOPPING: Another way to measure customer satisfaction is to hire persons
to pose as potential buyer’s to report their findings okay strong and weak point they
experienced in buying the company and competitor’s products. Managers can
themselves pose as shoppers and experience first hand, the treatment they receive as
customer.
LOST CUSTOMER ANALYSIS: A Company should contact customer, who have
stopped buying, or who have switched to another suppler to learn what happened. Not
only it is important to conduct exit interview but also to monitor the indication that the
company is falling to satisfy it customer
1). Occupation:
a) Student b) Employee c) Others
PARTICULARS PERCANTAGEstudents 41employees 32others 27
Interpretation:
Most of the customers using this product are
Students 41%, employees 32%, others 27%.
2.) Age:
a) 18-25 b) 25-30 c) 31-40 d)41-50
PARTICULARS PERCANTAGE18-21 5725-30 3231-40 841-50 3
Interpretation:
Most of the customers are between the age group 18-25. And next part of
customers belong to the group of 25-30
3. Which type of Hero Honda two wheelers you prefer ?
particulars percentage
splendor plus 55passion pro 5passion plus 25CBZ 15
Interpretation: 55% of the customer are preferring splendor plus bikes ,25 % are preferring passion plus bikes.
4. Since from how many years you are using the Hero Honda two wheeler ?
particularspercentage
0-2years 502-4years 204-6years 156-8years 10Above 8years 5
Interpretation: 50% of the customer are preferring 0-2years ,20 % are preferring 2-4years bikes.
5. what is the purpose of using this two wheeler ?
Interpretation:55% of the customer are preferring status symbol,30 % are preferring personal work .
6. In which way you know about Hero Honda Motors ?
particulars percentageThrough Advertisement 25
particularspercentage
Govt work 5Business work 10Personal work 30Status symbol 55
Through Dealers 15Through Friends & Family 60
Interpretation: 60% of the customer are preferring Through Friends & Family,25 % are preferring Through Advertisement
7. Are you satisfied with the price of Hero Honda?
particulars percentageSatisfied 70Not Satisfied 30
Interpretation: 70% of the customer are preferring Satisfied,30% are preferring Not Satisfied
8.Are you satisfied with the choice of colors available with Hero Honda two wheelers ?
particularspercentage
Yes 50No 50
Interpretation: 50% of the customer are preferring Yes,50% are preferring No
9.What do you expect from your dealer ?
particularspercentage
Information About New Bikes 5Information About Mileage 10Assistance Regarding Loans & Insurance 30Information About Services 20All The Above Information 35
Interpretation: 35% of the customer are preferring All the above Information,30% are preferring Assistance regarding loans & Insurance
10 . When are you planning your next new two wheeler ?
particularspercentage
With in 1year 52years 103years 204years 25>4years 40
Interpretation: 40% of the customer are preferring >4years, 25% are preferring 4years
11. Which would be your preference for the next new two wheeler ?
particularspercentage
Hero Honda 65Bajaj 20Yamaha 5TVS 5
Interpretation: 69% of the customer are preferring Hero Honda ,21% are preferring Bajaj.
12. Whose decision you consider most when you are buying a two wheeler?
particularspercentage
Family 40Friends 40Dealer 5Past Experience 15
Interpretation: 40% of the customer are preferring Family ,40% are preferring Friends.
13) What features made you purchase this bike
a) More pick up b) More mileage c) Low maintenance d) Low price
PARTICULARS PERCANTAGEpick up 16more mileage 60low maintenance 24low price 0
Interpretation:
We found that the most of the customers are satisfied with the mileage feature.
14) How you come to know about Hero Honda?
a) Television b) News Paper c) Dealer d) Friends
PARTICULARS PERCANTAGEtelevision 22news paper 10dealer 14friends 54
Interpretation:
We found that the most of the customers came to know about Hero Honda
through their Friends
15) What is the level of satisfaction with your bike?
Excellent Good Average Poor Very Poor
PARTICULARS PERCANTAGEexcellent 25good 70average 5poor 0very poor 0
Interpretation:
Most of the customers using Hero Honda are happy and they fell that the bike is
Good
16) Do you think technology fulfill your requirement?
a) Yes b) No
PARTICULARS PERCANTAGEyes 80no 20
Interpretation:
Most of the customers felt that the technology fulfills the requirement.
17) Who do you think is the near competitor to Hero Honda?
a) Bajaj b)TVS c) Yamaha d) Suzuki
PARTICULARS PERCANTAGEbajaj 66tvs 20yamaha 10suzuki 4
Interpretation:
Bajaj is the closest bike to Hero Honda in competition.
18) What superior features you would like to have in your bike compared to other
brands?
a) Pickup b) Style c) Headlight d) self Start e) Tubeless tyres
PARTICULARS PERCANTAGEpickup 17style 21
headlight 16self start 19
tubeless tyres 27
Interpretation:
The important features highlighted by customer are tubeless tyres, Style and
mobile charger.
19) Which is the feature you are not satisfied with your bike?
a) Style and Design b) Mileage c) Pick Up
PARTICULARS PERCANTAGEstyle and design 24mileage 21pick up 55
Interpretation:
Most of the customers are not satisfied with the pick -up of the bike.
20) What is the CC you prefer the best?
(a)100cc (b)110cc (c)125cc (d)150cc (e)180cc (f)225cc
Interpretation:
Most of the customers prefer 125 cc bikes.
21) What is the reason behind preferring this C.C?
a) Mileage b) Pick Up c) Style d) Low Maintenance
PARTICULARS PERCENTAGE100CC 30110CC 12125CC 33150CC 13180CC 9225CC 3
PARTICULARS PERCANTAGEmileage 30pick up 50style 14low maintenance 6
Interpretation:
As the CC increases most of the customers feel that mileage is affected and as it
decreases there is low pick up. Moderate CC gives good mileage and pick up
compared to other.
22). To what extent you will suggest friends/ relatives to buy this bike?
Not probably Not sure May Be Definitely
Definitely Not
PARTICULARS PERCANTAGEnot definitely 0probably not 2not sure 10definitely 65may be 23
Interpretation:
Most of the customers are willing to suggest the bike to their friends and relatives
as they are very much satisfied with bike.
23). If you are planning to take a new bike will you prefer Hero Honda?
a). Yes b). No
PARTICULARS PERCANTAGEyes 75no 25
Interpretation:
Most of the customers are willing to go for Hero Honda if they are planning for a
new bike.
24). How do you fell about the services provided by the Hero Honda
Excellent Good Average poor Very Poor
PARTICULARS PERCANTAGEexcellent 25good 50average 15poor 7
very poor 3
Interpretation:
Most of the customers are satisfied with service
25). Overall how do you rate you bike?
Excellent Good Average Poor Very Poor
PARTICULARS PERCANTAGEexcellent 22good 59average 8poor 2very poor 9
Interpretation:
Most of the customers rate the bike as Good.
Findings
Most of the customers using this product are Students 41%, employees 32%,
others 27%.
Most of the customers are between the age group 18-25. And next part of
customers belong to the group of 25-30
55% of the customer are preferring splendor plus bikes ,25 % are preferring
passion plus bikes.
50% of the customer are preferring 0-2years ,20 % are preferring 2-4years bikes.
55% of the customer are preferring status symbol,30 % are preferring personal
work .
60% of the customer are preferring Through Friends & Family,25 % are
preferring Through Advertisement
70% of the customer are preferring Satisfied,30% are preferring Not Satisfied
50% of the customer are preferring Yes,50% are preferring No
35% of the customer are preferring All the above Information,30% are preferring
Assistance regarding loans & Insurance
40% of the customer are preferring >4years, 25% are preferring 4years
69% of the customer are preferring Hero Honda ,21% are preferring Bajaj.
40% of the customer are preferring Family ,40% are preferring Friends.
We found that the most of the customers are satisfied with the mileage feature.
We found that the most of the customers came to know about Hero Honda
through their Friends
Most of the customers using Hero Honda are happy and they fell that the bike is
Good
Most of the customers felt that the technology fulfills the requirement.
Bajaj is the closest bike to Hero Honda in competition.
The important features highlighted by customer are tubeless tyres, Style and
mobile charger.
Most of the customers are not satisfied with the pick -up of the bike.
Most of the customers prefer 125 cc bikes.
As the CC increases most of the customers feel that mileage is affected and as it
decreases there is low pick up. Moderate CC gives good mileage and pick up
compared to other.
Most of the customers are willing to suggest the bike to their friends and relatives
as they are very much satisfied with bike.
Most of the customers are willing to go for Hero Honda if they are planning for a
new bike.
Most of the customers are satisfied with service
Most of the customers rate the bike as Good.
SUGGESTIONS
FOR SERVICING
Servicing parts are not available in the servicing center like petrol locks,
speedometer wire, stickers etc hence such parts should be made available .
Polishing should be done after water servicing.
Generator should be set up art servicing center.
Mechanics should call back the customers if they find any problem in the vechicle
using servicing.
It would be better if canteen service is provided in servicing centers.
At least one experienced mechanic should be appointed in order to cope up with
mileage problems.
Mechanics are driving the vehicles rashly, this should not be done.
Servicing charges are collected for small repairs even if there is Warranty that
should be not done.
Customer should be educated about the maintenance of the vehicle,
maintenance tips should be provided.
Servicing should done in less time.
One mechanic should take care of one customer at a time.
Proper schedule should be maintained for service.
Delivery of vehicle should be done at a given time.
Number of mechanics should be increased.
VEHICLES FEATURES
Mileage is not up to the expectation. Mileage of competitors is more than HERO
HONDA so mileage should be improved of the bike.
In passion water sprinkle on the feet form the front tyer so modiefication should
be done for such problems.
At high speed body of passion and splendor are shaking hence needs to be more
stronger one
Gear problem exists in splendor needs to be rectified.
In passion Plus problem is with head light focus has to be solved.
There is axel problem and gear problem in CD DAWN hence has to be corrected
from the production itself.
Pick up should be increased in all models.
Focus of head light is low needs improvement.
Passion and splendor weight should be increased.
Carp rater has to changed in CBZ to increase the mileage.
CONSLUSION
The hero Honda is a leading bike in the market because of its various features which
are most demanded by the customer. Even though it has a good market share it need to
improve its servicing process, style of the bike, mileage and pickup. To attract new
customers it has to expand in more segments like female segment, sports segment, etc
and more colors has to be introduce in the market.
Questionnaire
1.Occupation:
(a) student (b) employee (c) Others
2. Age:
(a) 18-25 (b)25-30 (c).31-40 (d) 41-50
3. Which of the “Hero Honda” two wheeler you own ? (a)Splendor Plus (b)Passion Pro (c) Passion Plus (d) CBZ
4. since from how many years you are using the Hero Honda two wheeler ? (a)0-2 years (b)2-4 years (c)4-6 years (d)6-8 years (e) Above 8 years
5. what is the purpose of using this two wheeler ?
(a)Govt.work (b) Business work (c)Personal work (d)Status symbol
6. In which way you know about Hero Honda Motors ?
(a)Through Advertisements (b)Through Dealers (c)Through Friends & Family
7. Are you satisfied with the price of Hero Honda?
(a) Satisfied (b)Not Satisfied
8. Are you satisfied with the choice of colors available with Hero Honda two wheelers ?
(a)Yes (b)No
9. What do you expect from your dealer ? (a)Information about new bikes (b)Information about mileage (c)Assistance regarding loans and insurance
(d)Information about services (e)All the above information
10. When are you planning your next new two wheeler ? (a)With in 1 year (b)2 years (c)3 years (d)4 years (e)>4 years
11. Which would be your preference for the next new two wheeler ? (a)Hero Honda (b)Bajaj (c) Yamaha (d) TVS
12. Whose decision you consider most when you are buying a two wheeler? (a)Family (b)Friends (c)Dealer (d)Past experience
13.What features made you purchase this bike?
(a) more pick up (b) more mileage (c) low maintenance (d) low price
14. How you came to know about Hero Honda?
(a) television (b) news paper (c) dealer (d) friends
15.What is the level of satisfaction with your bike?
(a) excellent (b) good (c) average (d) poor (e) very poor
16. Do you think technology fulfills your requirement?
(a) yes (b) no
17. who do you think is the near competitor to Hero Honda?
(a) bajaj (b) tvs (c) yanmaha (d) Suzuki
18. What superior features you would like to have in your bike compared to other
brands?
(a)pick up (b)Style (c)Head Light (d)Self Starts (e)Tubeless Tyres
19. Which is the feature you are satisfied with your bike.
(a) style and design (b) mileage (c) pick up
20. What is the cc you prefer the best?
(a) 100 (b) 110 (c) 125 (d) 150 (e) 180
21. What is the reason behind preferring this CC?
(a)mileage (b)pick Up (c)style (d)low maintenance
22. To what extent you will suggest friends / relatives to buy this bike?
(a) not definitely (b) probably not (c) not sure (d) may be (e) definitely
23. If you are planning to take a new bike will you prefer Hero Honda?
(a)yes (b)no
24. How do you fell about the services?
(a)excellent (b)good (c)average (d)poor (e)very poor
25. Overall how do you rate you bike?
(a) excellent (b)good (c)average (d)poor (e)very poor
26. What is your satisfaction level towards the additional services offered by Hero Honda ?
(Please give your ratings by marking only one.“√ “against each item given below.)
Factors Highly Satisfied
Satisfied Moderately Satisfied
Dissatisfied Highly Dissatisfied
1.Free service2.Discounts on Accessories3.Value added services to existing customer4.Insurance Facility5.Warranty6.Contest for up graded for lucky customer
27. Do you feel that the services of Hero Honda are customer oriented ?
(a)Agree (b) Neither agree not disagree (c)Disagree
28. What is your satisfaction level towards the features offered by Hero Honda?
(Please give your ratings by marking only one.“√ “against each item given below.)
Features Highly Satisfied
Satisfied Moderately Satisfied
Dissatisfied Highly Dissatisfied
Price levelsFuel efficiency(mileage)Safety standardsDriving comfortEase of repairs & replacement of partsStyle & colourAcceleration (speed)After sale servicesResale value
Market populationRequire maintence
Please give your valuable suggestions and comments
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Thanking you****
BIBILOGRAPHY
BOOKS
PRINCIPLES OF MARKETING by
PHILIP KOTLER
ARMSTRONG
INTERNET SITES
HERO HONDA.COM
AUTOINDIA.COM
NEWS PAPERS
ECONOMIC TIMES
BUISNESS LINE
MAGAZINES
BUISNESS WORLD
OVERDRIVE
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