Project Title“Study on Customer Satisfaction on Frontech

Products”

Prepared By

Partha Das

Under the guidance of

Prof. Pradipto Tagore

This Project was done in partial fulfillment of Master of Business Administration Course, 2007-2009

50, Jawaharlal Nehru RoadIISCO House, 7th floorKolkata – 71

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Executive Summary

The title of my project is “Study on Customer Satisfaction on Frontech Products”. But before this study, I have done a market survey to bring the market price of Mother Board & Graphics Card of different brands from different computer shops. After that I was in company’s godown to watch how the accounting process is being done.

In order to conduct this study; I visited the dealers for personal interview. The total sample size is 85.

Basic Objective of this study was to find out whether the customers are satisfied with Frontech products & what type of improvements customers want in Frontech products.

During this project I faced various problems like discouraging behaviors of some dealers in some areas; some of them were not interested to give answers. Some of the samples didn’t cooperate with me though in many cases I really got tremendous feedback. It was also hard to work in this very hot and humid climate.

For the given project the method adopted for primary data collection is survey method. This method is used because it is extremely flexible, economic and provides authenticity.

The study will help Jupiter International Ltd to know about the satisfaction level of the customers. It will also help them to know what customers actually want from Jupiter International Ltd. In one word it would help them to customize their products.

This study helped me to gain the knowledge of Computer Hardware Market in Kolkata and also gave me the opportunity to interact with different kinds of people and immensely gain the real life experience in the marketing sector.

Last but not the least I was fortunate that I gained the opportunity to work in Jupiter International Ltd under the guidance of Mr. Manikbir Singh (Assistant Marketing Manager).

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Acknowledgements

A piece of work cannot be completed without valuable guidance and cooperation of people around you.

Acknowledgement is not merely a formality but a genuine opportunity to express my sincere thanks to all those without whose active support and encouragement this project would not have seen the daylight.

First of all, I would like to express my gratitude to JUPITER INTERNATIONAL LIMITED for giving me the opportunity to work on this project. I thank Mr. Manikbir Singh, Assistant Sales Manager, Jupiter International Limited & Mr. Subrato Bannerjee, Human Resource Manager, Jupiter International Limited for the invaluable guidance they have provided me throughout the duration of this assignment. It was due to their knowledge and expertise that I was able to tackle a field as challenging as this within the stipulated time. It was both a learning experience and a pleasure to work on this project.

I would also like to extend my heartfelt gratitude to the various persons connected with Jupiter International Limited, who gave me part of their valuable time to explain some of the intricacies of the market thereby facilitating my learning process & indeed making the completion of this project possible.

Finally, I would like to extend my sincere regards towards Prof. Pradipto Tagore, Eastern Institute of Management for all the support, guidance & assistance he provided me during the entire duration of the project.

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CERTIFICATE OF EXTERNAL GUIDE

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CERTIFICATE FROM INTERNAL GUIDE

This is to certify that the work embodied in the project titled: “Study on Customer Satisfaction on Frontech Products” done by Partha Das was conducted under my supervision.

Signature of faculty: Name: Prof. Pradipto Tagore

STUDENT DECLARATION

I declare that the project titled “Study on Customer Satisfaction on Frontech Products” has been done by me and has not been submitted in part or full to any authority for award of any degree/diploma.

……………………………………………… Students’ Signature

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Index

In last couple of years Jupiter International Ltd has launched lots of new models in the market. This was done just to capture the market segments, which were left out. It launched modified version of earlier models too. So it was a matter of concern whether the new launches have affected the existing models or the earlier models have maintained their demand and satisfaction

Objectives of Study:

Contents Page No.

Objectives of Study 8

Limitations of Study 9

Company Profile 10

Methodology 22

Data Tabulation & Data Analysis 23

Conclusion 43

Bibliography 44

Appendices 45

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To find out whether the customers are satisfied with the products.

To find out satisfaction level of dealers.

To find out the proximity between the company promises and what reality is.

What improvements customer wants in the products?

Limitations of Study:

Discouraging behavior of some dealers of some areas.

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Some of them was not interested to give answer & passed on any comment also.

Traveling expenses were too high.

Hard to work in tough climatic condition (as most of the survey is done from 9 am to 6 pm).

Profile of the Company

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Regd. & Head Office:30, Jadunath Dey Road, 4th floor

Kolkata – 700012Ph: +91 33 2212 1406 / 1407 / 1408 / 1409 / 1410;

Fax: +91 33 2212 1404;Website: www.jil-jupiter.come-mail: info@jil-jupiter.com

Corporate Office:D-13/5, First floor, Phase – II,

Okhla Industrial Area,New Delhi – 110020

Ph: +91 11 2638-7906 / 7907, 4160-7240E-mail: jupdel@del2.vsnl.net.in

The DirectorsRaj Kumar Garodia - ChairmanAlok Garodia - Managing DirectorAnju Garodia - DirectorLalit Prakash Bhartia - DirectorVishnu Malik - DirectorHirdejit Singh Chahal - Director

Company SecretaryManoj Adukia

Branches in India:

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Introduction:

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Jupiter International Ltd. formerly Jupiter Infosys Ltd. is a part of RKG Group of Companies, based at Kolkata, one of the largest computer hardware distribution companies in the country, has a strong sales and distribution network and is backed by superior service strength. Jupiter is well equipped with branch and distribution offices at major centers in India viz, Ahmedabad, Bangalore, Bhubaneswar, Chennai, Cochin, Delhi, Ghaziabad, Guwahati, Hyderabad, Indore, Jaipur, Kolkata, Ludhiana, Mumbai, Nagpur, Raipur, Chandigarh, panchkula, Ranchi, Meerut, Lucknow and Pune.

Born in 1978, Jupiter has become a leading distribution company by building distributor satisfaction and keeping focus on its commitments.

Today Jupiter is a well-knit team of professionals, specialized in the field of Imports, Marketing, Distribution and After Sales Service of full range of computer hardware products. The innovative and participative work culture coupled with a conductive work environment has helped Jupiter to achieve a leading edge in the industry.

The company has reached a turnover of 158 crore in the year 2005-06 (Apr05-Mar06). Brief history of Jupiter is as follows:

Milestones:1978 : Jupiter born as Jupiter Agencies Pvt. Ltd.1990 : Diversified to booming IT Industry.

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1991 : Set up Mumbai Branch – first step towards expansion.1993 : Appointed as the sole distributor of FULL MARK in India.1994 : Frontech range of products launched.1995 : Company renamed as Jupiter Infosys Ltd.1998 : Opened branches at Delhi and Ahmedabad.1998 : Appointed Seagate Import Channel Partner.1999 : Opened branches at Bangalore and Chennai.2000 : Opened a new branch office at Raipur.2000 : Appointed national distributor for Samsung Electro Mechanics.2001 : Opened more offices at Hyderabad, Indore & Jaipur.2002 : Three more offices at Bhubaneswar, Guwahati and Ludhiana.2003 : Appointed Partner for Asrock and Inke.2003 : Company renamed as Jupiter International Ltd.2003 : First step towards backward integration, floated subsidiary Co.

M/S Jupiter Innovations Ltd to manufacture CD-R.2004 : Opened 1st International Branch in Taiwan.2004 : Opened 4 more branches at Chandigarh, Coachin, Panchkula &

Ranchi.2004 : Venture into consumer electronics with product like Home

Theatre, DVD & VCD.2005 : Commercial production of CD-R commenced and launched the

same in premium segment under brand FRONTECH PLUS.2005 : Appointed exclusive distributor for Samsung brand FDD for

South East Asian Countries.2005 : Appointed all India distributors of Optical Medias by Samsung.2005 : Opened 3 more branches at Meerut, Lucknow and Pune.2006 : Jupiter Innovations Ltd. merged with its Parent Co. M/S

Jupiter International Ltd. w.e.f 01.04.05.2006 : Floated another subsidiary Co. M/S Jupiter Nivs Technology

Co. Pvt. Ltd. to manufacture Speaker, Sub-woofer & HomeTheatre System in technical collaboration with Nivs (Shenzen)Investment Co. Ltd, China.

2006 : Opened 2nd International Branch in China.2006 : Became online by successful implementation of ERP system.

Products:

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`

1994 1995 1996 1997 1998 1999 2000 2001 2002 2003 2004 2005 2006

Cabinet Cabinet Cabinet Cabinet Cabinet Cabinet Cabinet Cabinet Cabinet Cabinet Cabinet Cabinet CabinetMouse Mouse Mouse Mouse Mouse Mouse Mouse Mouse Mouse Mouse Mouse Mouse

KeyBoard

KeyBoard

KeyBoard

KeyBoard

KeyBoard

KeyBoard

KeyBoard

KeyBoard

KeyBoard

KeyBoard

KeyBoard

PowersSupply

PowersSupply

PowersSupply

PowersSupply

PowersSupply

PowersSupply

PowersSupply

PowersSupply

PowersSupply

PowersSupply

PowersSupply

FloppyCleaning

FloppyCleaning

FloppyCleaning

FloppyCleaning

FloppyCleaning

FloppyCleaning

FloppyCleaning

FloppyCleaning

FloppyCleaning

FloppyCleaning

FloppyCleaning

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kit kit kit kit kit kit kit kit kit kit kitHeadset& Mic

HeadSet& Mic

HeadSet& Mic

HeadSet& Mic

HeadSet& Mic

HeadSet& Mic

HeadSet& Mic

HeadSet& Mic

HeadSet& Mic

HeadSet& Mic

MMSpeaker

MMSpeaker

MMSpeaker

MMSpeaker

MMSpeaker

MMSpeaker

MMSpeaker

MMSpeaker

MMSpeaker

MMSpeaker

Modem Modem Modem Modem Modem Modem Modem Modem ModemTV Tuner Card

TV Tuner Card

TV Tuner Card

TV Tuner Card

TV Tuner Card

TV Tuner Card

TV Tuner Card

TV Tuner Card

TV Tuner Card

Mother Board

Mother Board

Mother Board

Mother Board

Mother Board

Mother Board

Mother Board

Mother Board

Mother Board

CD LensCleaner

CD Lens Cleaner

CD Lens Cleaner

CD Lens Cleaner

CD Lens Cleaner

CD Lens Cleaner

CD Lens Cleaner

CD Lens Cleaner

CD Lens Cleaner

CD-ROM CD-ROM CD-ROM CD-ROM CD-ROM CD-ROM CD-ROM CD-ROMEthernetcard

Ethernetcard

Ethernetcard

Ethernetcard

Ethernetcard

Ethernetcard

Ethernetcard

Ethernetcard

Sound Card

Sound Card

Sound Card

Sound Card

Sound Card

Sound Card

Sound Card

Sound Card

AGP CardJoyStick

AGP Card

AGP Card

AGP Card

AGP Card

AGP Card

AGP Card

AGP Card

JoyStick

JoyStick

JoyStick

JoyStick

JoyStick

JoyStick

JoyStick

Joy Pad Joy Pad Joy Pad Joy Pad Joy Pad Joy Pad Joy Pad Joy PadCD Media

CD Media

CD Media

CD Media

CD Media

CD Media

CD Media

WebCamera

WebCamera

WebCamera

WebCamera

WebCamera

WebCamera

USBFlashDrive

USBFlashDrive

USBFlashDrive

USBFlashDrive

USBFlashDrive

USBFlashDrive

UPS UPS UPS UPS UPS UPSSub Woofers

Sub Woofers

Sub Woofers

Sub Woofers

Sub Woofers

Sub Woofers

Hub &Switches

Hub &Switches

Hub &Switches

Hub &Switches

Hub &Switches

Hub &Switches

Memory Memory Memory Memory Memory MemorySmart Pen

Smart Pen

Smart Pen

Smart Pen

Smart Pen

Smart Pen

Digital Camera

Digital Camera

Digital Camera

Digital Camera

Digital Camera

Tiny Hub Tiny Hub Tiny Hub Tiny Hub Tiny HubCDwallets

CD wallets

CD wallets

CD wallets

CD wallets

Screen Filters

Screen Filters

Screen Filters

Screen Filters

Screen Filters

Gaming wheels

Gaming wheels

Gaming wheels

Gaming wheels

Gaming wheels

Palm Disks

Palm Disks

Palm Disks

Palm Disks

Palm Disks

USB FDD

USB FDD

USB FDD

USB FDD

USB FDD

PC Note Taker

PC Note Taker

PC Note Taker

PC Note Taker

PC Note Taker

Card Reader

Card Reader

Card Reader

Card Reader

Card Reader

USB Cables

USB Cables

USB Cables

USB Cables

Style Casing

Style Casing

Style Casing

Style Casing

HomeTheaters

HomeTheaters

HomeTheaters

HomeTheaters

DVD DVD DVDVCD VCD VCD

Ink CartidrigePhotopaperLCD Monitor

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Expansion of Frontech

products at a glance

Mission:Attain market leadership in marketing and distribution of computer and

consumer electronic products under brand FRONTECH. Establish JIL as a progressive company of international repute in IT and beyond.

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Vision:Provide the highest value relationship to JIL's customers, vendors,

employees and the investors, as the frontier of technology.

Goals: Market driven quality and market leadership. Business partner's trust and confidence in JIL. Ever growing channel network in width and depth. Long term relationship with channel partners. Personalized and best after sales service. `

Employee motivation and satisfaction. Profitable revenue growth. Truthful commitment and distributor satisfaction. Strong financial strength.

Objectives: Create outstanding value proposition to emerge as winner in the market

place. Benchmark to develop competitive strength. Maintain aggressive growth rates. Consolidate and increase market share. Strategically position each product group to ensure return. Continuously develop and implement top class business process that

maximizes service, productivity and efficiency. Develop and retain a highly skilled, competent and disciplined workforce. Invest back in business to sustain sound financial strength.

Product Portfolio: Own brand Frontech. Product family includes Computer Cases, LCD

Monitor, Keyboard, Sub woofers & Speakers, CD ROM drive, CD media, TV Tuner Card, Head Phones, Display Card, Mouse, Web Cam, UPS, Gaming Devices, CD-ROM lens Cleaning Kit, DVD Player, Photo Paper, Ink Cartridges, Net Working items and Various IT accessories.

Sole distributor for Full Mark in India since 1993. Products range includes Ribbons, Coated Media, Data Storage Supplies, Inkjet Cartridges, Laser toners etc.

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One of the largest Seagate Import Channel partners in India selling 10-15K pieces per month in India.

Distributorship of Samsung Electro Mechanics Pvt. Ltd. for Floppy Disk Drives for South East Asian Countries.

National Distributor for inke, for ink refilling machines and Asrock motherboards.

National Distributor for Samsung’s Peripherals and Optical Media. National Distributor for Foxconn Motherboards. National Distributor for Western Digital Hard Disk.

Activities: Manufacture & Import and distribution of computer hardware products

from major manufacturers and suppliers. Place and market the products in well-defined target markets through

truthful commitments. Strong distribution network aims at supplying products to the branch

offices and distributors in the shortest possible time.

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After sales service with well equipped trained staffs and utilities for the entire range of products mix.

Onsite warranty for customer retention and long term relationship.

Infrastructure:Land & Building:

Company has constructed 11000 sq ft of factory building including 2500 sq. ft clean room of class 10000 conditions in one plot of 5.5 Bigha. Company has already procured adjacent plot of 11 Bigha where construction is in full swing.

Power:High quality power is integral to project. Care has been taken to ensure that

there is 100% captive generation despite abundant and cheap power available at Baddi. Two back up generators of 650 KVAH each from Kiloskar is ensuring continuous supply of power, in case of any break down or loss in quality of power. 1 No. 400 KVA UPS from AROS of Italy ensures uninterrupted power supply during time lag between power failure and starting of Generators.

Manpower:JIL has already recruited a team of high quality professionals from various

existing units who has a proven track record of technical expertise, dedicated service in their respective area of operation be it electrical, civil, mechanical, electronics and commercial. A superb team of professionals in a well netted hierarchy under the guidance of able professional director, who has a long term vision, is surely going to be a benchmark for other industries as well.

Marketing & Sales:A readymade existing 21 all India branch network spread across length and

breath of country is an added advantage in terms of cost i.e. at little extra cost existing pool of experienced professional people studded with degree of MBA’S and CA’S are readily available. JIL has a sales and logistics team network of 400 employees along with over 800 dealers – distributor’s network all across India

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under respective jurisdiction of Branches. JIL has an established brand “FRONTECH” under which CD-R’S are being sold since last 8 years.

Raw Material - Availability & Prices:The Raw Materials & Consumables required for CD-R production are

available in India locally. With India being a 2nd largest manufacturer of CD-R’s in the world, all major manufactures of raw material have established warehouses and service centers in India.

There are two principle raw materials-I) Poly Carbonate – The leading suppliers are Bayers and GE Plastics

and both of whom have extensive presence in India.II) Dyes – The leading suppliers are CIBA & Mitsubishi and both of

whom have full fledged offices in India.JIL has the option of either importing through them or taking local delivery depending upon ruling prices prevailing in India or abroad.

Location:Baddi in Himachal Pradesh has been preferred as ideal site due to following

benefit / incentives available therein. Excise exemptions for 10 years. Income Tax Exemption for 5 years – full. Income Tax Exemption for next 5 years – Partial. Power Subsidy. Capital Subsidy. Sales Tax Exemptions.

Technology:Technology and production know how of CD-R Manufacturing Industry

has already matured. It is not a Sunrise technology with attendant risks. The

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company has already entered into technology Tie up with Equipment manufacturer M/S Singlus Technology of Germany who is pioneer in this field. Plant has been designed and set up by M/S Bastit Engineering & Trade International Consultancy of France who is leading technical Consultancy Firm in the world. JIL is already in the process of providing technical training to our technical team by German Engineers from Singulus Technology. Company’s technical team has been picked up from existing industry that is the best in their respective area of operation. Existing Technology is fully upgradeable to DVD-R technology at balancing cost in near future if the need so arise. JIL has a plan to send its engineers to Germany as well for onsite training if situation so demands.

Strength: Strong Sales and Distribution Network. Brand acceptance of Frontech. The captive sales of 70 Million CD-R in a year.

Methodology:

Type of Study:

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To understand the satisfaction level on Frontech products, I had to go for an extensive field research to do a study through market survey of the liking and disliking of the Frontech products.

Instruments used for Data collection:For the purpose of data collection, I prepared a structured questionnaire

based on the objective of the Project.Copy of the questionnaire used attached in the appendices. Total sample

size was 85, but due to inconvenience of reaching every body 5 of the samples studied over phone.

Statistical Formulae used:Correlation & Regression

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Data Tabulation & Data Analysis

Now as per the data, Fig.1 illustrates the reason for the dealer’s preference on selling of Frontech products. Here I found that most of the dealers prefer to sell Frontech products because of its Brand Name and Consumer Demand. Around

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30% of dealers prefer for Brand Name; another 30% for Consumer Demand; 18% for Warranty; 10% for Profit Margin; 6% for Offers by Company and rest 6% for other reason.

Reason for dealer’s preference on selling Frontech products:

Fig 2 & Fig 3, illustrates the rank given by the dealers on Frontech products. Most of the dealers rank it as “Good” but only some of the dealers rated it as “Very Good” and “Excellent”.

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Quality:In fig 4 & fig 5, quality wise rank on Frontech products by the

dealers. I asked them to put marks out of 5 on Frontech products. I classified the marks i.e. 5 - Very Good; 4-Good; 3-Average; 2-Bad; 1-Very Bad. Most of the dealers’ quality wise rated this product as an average.

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Price:To compete with the other brands in the market, a product should be at

reasonable price by which consumers can afford it easily. I asked the dealers whether they are satisfied with the price of Frontech products. I categorize it into Very High, High, Reasonable, Low and Very Low. Most of the dealers are saying that the price is reasonable.

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After Sale Service:Better after sale service is also necessary to attract the customers. I asked

the dealers about our after sale service. Though most of the dealers told that the after sale service is Satisfied (46%), but the dealers in north Kolkata told that the after sale service is dissatisfied. So we have to keep attention at this. Fig 8 & Fig 9 shows satisfaction level on after sale service -

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Demand:Fig 10 shows the demand of Frontech products in the market. Most of the

dealers said that the demand is High but in earlier years it was Very High. So the rate of demand is decreasing from earlier years. One of the main reason is “Duplicate product”. They said that there are lots of duplicate products in the name of Frontech and these duplicate products’s packaging is same as the original

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product. So the customers are being cheated with the duplicate products. So they are buying another brand’s products in afraid of cheating.

Features:I asked the dealers about the features of Frontech products. Most of them told that the feature of Frontech products is an average. Their view is as follows:

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Reliability:Fig 13 & Fig 14 shows the reliability on Frontech Products or how the dealers rank the Frontech products on the basis of reliability. Here it is follows:

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Packing:Packing is a most important thing for a product. It protects the product from injure as well as it also attracts the customers. When I asked the dealers about the packing, most of them told that it is Good. Fig 15 & Fig 16 shows dealer’s rank on packing.

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According to Dealers, features that can make Frontech a leader:I asked the dealers about their comments on how Frontech can be a leader in the market. Most of them told that giving better quality, it can be a leader in the market. Fig 17 shows the percentage of dealers in different comments.

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Consumers Awareness about the features:After asking the percentage of consumers who are aware about the features of Frontech products, the dealers told as follows:

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Demand in last 3 months:Most of the dealers told that there is no change in last 3 months demand of Frontech products. Fig 20 & fig 21 shows it clearly:

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Overall Profit Margin:When I asked the dealers about the overall profit margin on selling Frontech products, fig 22 & fig 23 shows their views in details:

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Quality wise rank with other Brands:Fig 22 shows percentage of the dealers of quality wise rank in competence with other products like Zebronics, Techcomm, Intex, Perx and Oddsey. Here 39% of

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the dealers said that quality wise it is the no1 brand in the market. 33% said that it stays in 2nd position and 15%, 11%, 1% & another 1% said that it is in the 3rd, 4th, 5th and 6th position respectively. Here it is as follows:

Profit margin wise rank with other Brands:

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Fig 23 shows percentage of the dealers of Profit Margin wise rank in competence with other products like Zebronics, Techcomm, Intex, Perx and Oddsey. Here 33% of the dealers said that Profit Margin wise it is the no1 brand in the market. 29% said that it stays in 2nd position and 20%, 6%, 8% & another 4% said that it is in the 3rd, 4th, 5th and 6th position respectively. Here it is as follows:

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Credit Period:I asked the dealers about the credit periods given by the distributors of Frontech Products. Most of the dealers told that they are given 21days as credit from Frontech. 15% of them said 30days and 10%, 6% & 1% of them told that they are given 15 days, 7 days & 40 days respectively. Here it is:

Dealer’s Complains and Suggestions:

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ProductsComplain & Suggestion

All Quality is low. Quality should be improved.

,, Printed M.R.P is very low. It should be slightly high to make profit.

,, Price is different to different dealers. It should be universal to all.

,, Time of service centers is 10 a.m to 3 p.m. it should be up to 6 p.m

,, Profit margin is very low. It should be slightly high.

,, There are duplicate products in the market. It should be stopped.

,, Most of the customers do not know about the variety of the product. So more advertisement is needed to let them know.

,, Supply process is dissatisfied. It should be improved.

,, Get up should be modernized.

,, Price should be decrease slightly.

,, No service centers in North Kolkata. There should be a service centre in north Kolkata,

,, All products are not available in all times. So proper availability is needed.

,, Warranty period is very shorter than other brands. It should be increase.

,, Packing quality should be improved to attract the customers.

,, Overall service is to be better.

,, Product finishing is not good. It should be up to mark.

Cabinet SMPS warranty should be increase at least 2 years.

,, Switch problem should be solved & materials that used in cabinet,

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should improve.

5.1 speaker Looks to be changed and PMPO should be increase.

Speaker Sound quality is not good. It should be improved.

CD-R Sometimes in a packet some CDs are short in number. Duplicate CD is to be arranged.

,, Packing is not good. Packing should be better.

,, Sometimes CDs are not available. So availability of CDs should be increase.

Software CD Sometimes software CDs does not support. It is to be checked.

JIL-1858 Power is very bad. It should be better.

UPS Quality is very bad. It should be improved.

Keyboard Defective supply should be stopped.

Dealers Feedback on this feedback session:

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When I asked the dealers about this type of feedback session, most of the dealers told that it is ‘Very Good’.

Conclusion

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The company, over the last decade has successfully changed its image from a cabinet distributor to a all type of computer peripherals distributors, product range ranging from Cabinet to LCD Monitor. Its real growth has come in the last 6 years after successful introduction of a few models in the computer hardware segment.

It is found that Frontech has drawn the attention of the lower-medium income segment. Most of the consumers are satisfied with few exceptions. With certain changes that suggested the sale of Frontech products can be boosted up & it will be a leader in Computer Hardware market. During the survey it has been found that dealers are generally satisfied, but they want some improvements in the product. If improvements are implemented the demand will increase by word of mouth.

Bibliography:

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Research Methodology- by C.R. Kothary www.google.com www.wikipedia.org

Appendices:

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Sample questionnaire

Sr. No………. Date……………

SURVEY TO STUDY THE CUSTOMER SATISFACTION ON FRONTECH PRODUCTS

Shop Name :Address :

Owner Name :Contact No. :Annual Turnover:

Q1) Why you prefer to sell Frontech products?i) Brand Name ii) Profit Margin iii) Warrantyiv) Offers by Company v) Consumers Demand v) other

Q2) How you rank Frontech products?i) Excellent ii) Very good iii) Good iv) Averagev) Bellow average vi) Not selling.

Q3) Put your marks out of 5 on Frontech products in comparison toother brand’s product –

i) Quality wise → [ ]ii) Price wise → [ ]iii) After sale service wise → [ ]iv) Demand wise → [ ]

Q4) According to you, which feature of Frontech products can make it leader in the market?

i) Better after sale service ii) Better qualityiii) Proper availability iv) More advertisementv) Lowest price vi) Sale promotion scheme.

Q5) Put your marks out of 5 on Frontech product’s –i) Features → [ ]

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ii) Reliability → [ ]iii) Packing → [ ]

Q6) How many consumers are aware about the features of Frontech products?i) Less than 10% ii) 10% to 30%iii) 30% to 50% iv) Above 50%

Q7) Is there any change in demand of Frontech product in last 3 months?i) Increase ii) Decrease iii) No change

Q8) Overall profit margin on selling Frontech products –i) Excellent ii) Very good iii) Goodiv) Average v) Below average vi) Not selling

Q9) Rank the following brands according toa] Quality – i) Zebronics → [ ] ii) Intex → [ ]

iii) Frontech → [ ] iv) Oddsey → [ ]v) Techcom → [ ] vi) Perx → [ ]

v) Other (specify) → [ ]b) Profit margin –

i) Zebronics → [ ] ii) Intex → [ ]iii) Frontech → [ ] iv) Oddsey → [ ]v) Techcom → [ ] vi) Perx → [ ]

v) Other (specify) → [ ]

Q10) Which company allows you more credit period?[put (√) mark behind each brand]

Brand Name 7 days 15 days 21 days 30 daysZebronicsIntexFrontechOddseyTechcomPerxOther (specify)

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Q11) Your suggestions regarding improving sales of some of the Frontech products –

Products Suggestions

Q12) What do you think about this type of feedback session?i) Very good ii) Good iii) Satisfactoryiv) Neutral v) Dissatisfactory.

☺

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