1. 1. CUSTOMER SATISFACTION BUSINESS REASEARCH on
2. 2. 1 Define Objectives and Goals 2 Determine Research Design 3 Design and Prepare Research Instrument 4 Sampling and Data Collection 5 Analysis of the Data 6 Visualize and Communicate the Results Steps of Research
3. 3. To know customer perception on after sales services To understand the overall satisfaction level of the customers To analyze the impact of different parameters that affect the customers Objectives and Goals
4. 4. Research Method : Survey A field of applied statistics, survey methodology studies the sampling of individual units from a population and the associated survey data collection techniques and methods for improving the number and accuracy of responses to surveys. Research Instrument: Questionnaire A questionnaire is a research instrument consisting of a series of questions and other prompts for the purpose of gathering information from respondents. Although they are often designed for statistical analysis of the responses, this is not always the case. Research Design
5. 5. Primary Data : Through Survey Secondary Data: Existing Customers Email IDs Sampling Method : Random Sampling In statistics, a simple random sample is a subset of individuals (a sample) chosen from a larger set (a population). Each individual is chosen randomly and entirely by chance, such that each individual has the same probability of being chosen at any stage during the sampling process. Sampling and Data Collection
6. 6. Analysis Analysis has been done for every question with help of Pie-Chart Interpretation Interpretation has been made in terms of highest and lowest voted options Analysis and Interpretation
7. 7. Interpretation: Highest Option Voted : Very Convenient Lowest Option Voted : Not at all Convenient How convenient is our Company to use? Options No. of votes Percentage of vote Extremely Convenient 8 18% Very Convenient 22 50% Moderately Convenient 10 23% Slightly Convenient 4 9% Not at all Convenient 0 0%
8. 8. Interpretation: Highest Option Voted : Very Professional Lowest Option Voted : Not at all Professional How Professional is our Company ? Options No of Votes Percentage of Votes Extremely Professional 8 18% Very Professional 24 55% Moderately Professional 8 18% Slightly Professional 4 9% Not at all Professional 0 0%
9. 9. Interpretation: Highest Option Voted : Much Better Lowest Option Voted : Much Worse Compared to our Competitors, our Product Quality is Options No of Votes Percentage of Votes Much Better 17 39% Somewhat Better 12 27% About the same 13 30% Somewhat Worse 2 5% Much Worse 0 0%
10. 10. Interpretation: Highest Option Voted : About same Lowest Option Voted : Much Less Reasonable Compared to our Competitors, our Prices are : Options No of Votes Percentage of Votes Much More Reasonable 8 18% Somewhat More Reasonable 8 18% About same 22 50% Somewhat Less Reasonable 6 14% Much Less Reasonable 0 0%
11. 11. Interpretation: Highest Option Voted : Very Responsive Lowest Option Voted : Not at all Responsive How Responsive is our Company? Options No of Votes Percentage of Votes Extremely Responsive 5 11% Very Responsive 25 57% Moderately Responsive 11 25% Slightly Responsive 2 5% Not at all Responsive 1 2%
12. 12. Interpretation: Highest Option Voted : Very Responsive Lowest Option Voted : Not at all Responsive How well do the Sales Representatives at our company answer your questions/queries ? Options No. of Votes Percentage of Votes Extremely Well 5 11% Very Well 22 50% Moderately Well 14 32% Slightly Well 2 5% Not at all Well 1 2%
13. 13. Interpretation: Highest Option Voted : Moderately Satisfied Lowest Option Voted : Extremely Dissatisfied Overall, how much are you satisfied with the Engineering Team at the Site ? Options No of Votes Percentage of Votes Extremely Satisfied 9 20% Moderately Satisfied 20 45% Neither Satisfied nor Dissatisfied 10 23% Moderately Dissatisfied 1 2% Extremely Dissatisfied 4 9%
14. 14. Interpretation: Highest Option Voted : Very Responsive Lowest Option Voted : Moderately/Extremely Dissatisfied Overall, how much are you satisfied with the Employees at our Company ? Options No. of Votes Percentage of Votes Extremely Satisfied 8 23% Moderately Satisfied 20 57% Neither Satisfied nor Dissatisfied 5 14% Moderately Dissatisfied 1 3% Extremely Dissatisfied 1 3%
15. 15. Interpretation: Highest Option Voted : Moderately satisfied Lowest Option Voted : Extremely Dissatisfied Altogether, how much are you satisfied with the payment process of the Company ? Options No of Votes Percentage of Votes Extremely Satisfied 14 32% Moderately Satisfied 22 50% Neither Satisfied nor Dissatisfied 6 14% Moderately Dissatisfied 2 5% Extremely Dissatisfied 0 0%
16. 16. Interpretation: Highest Option Voted : Very Likely Lowest Option Voted : Slightly Likely/Not at all Likely How likely are you to recommend our Company to relatives/people you know ? Options No of Votes Percentage of Votes Extremely Likely 13 30% Very Likely 19 43% Moderately Likely 6 14% Slightly Likely 3 7% Not at all Likely 3 7%
17. 17. Following is the complied analysis of all the questions asked. On a scale of highest to lowest voted options, we are able to see where are highest options and lowest options lie on the rating scale given Complied Analysis
18. 18. Sr. No QUESTIONS ASKED SCALE OF RATING (1 Highest .. 5- Lowest) 1 2 3 4 5 1 How convenient is our Company to use? Likely Positive Neither Positive nor Negative Extremely Positive Slightly Negative Very Negative 2 How Professional is our Company ? Likely Positive Neither Positive nor Negative Extremely Positive Slightly Negative Very Negative 3 Compared to our Competitors, our Product Quality is : Extremely Positive Neither Positive nor Negative Likely Positive Slightly Negative Very Negative 4 Compared to our Competitors, our Prices are : Neither Positive nor Negative Likely Positive Extremely Positive Slightly Negative Very Negative
19. 19. 5 How Responsive is our Company? Neither Positive nor Negative Likely Positive Extremely Positive Slightly Negative Very Negative 6 How well do the Sales Representatives at our company answer your questions/queries ? Likely Positive Neither Positive nor Negative Extremely Positive Slightly Negative Very Negative 7 Overall, how much are you satisfied with the Engineering Team at the Site ? Likely Positive Neither Positive nor Negative Extremely Positive Very Negative Slightly Negative 8 Overall, how much are you satisfied with the Employees at our Company ? Likely Positive Extremely Positive Neither Positive nor Negative Slightly Negative Very Negative 9 Altogether, how much are you satisfied with the payment process of the Company ? Likely Positive Extremely Positive Neither Positive nor Negative Slightly Negative Very Negative 10 How likely are you to recommend our Company to relatives/people you know ? Likely Positive Extremely Positive Neither Positive nor Negative Slightly Negative Very Negative
20. 20. Most customers have ranked our product quality as best compared to our competitors The customers have a moderate opinion with respect to our prices as compared to our competitors and responsiveness of our company The customers seemed to be dissatisfied with the response of the Engineering Team in the regard to after RESULTS
21. 21. THANK YOU