puducherry customer survey

8/8/2019 Puducherry Customer Survey

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1. CONSUMER SURVEYAIMS/OBJECTIVES

Understanding Puducherry Restaurant Industry Understanding marketing strategy of. Consumer perception towards Indian Restaurants. To understand buying behavior of consumer. To understand image ofCopper Point -GRT Vis--vis other brands. To recommend for future course of action.

METHODOLOGY

Research design: Descriptive research also known as statistical research, describe data and

characteristics about population. Descriptive research answer the question who, what, where, when and

how.

Types of data collected

1. Primary data: Based on questionnaire, will be distributed among consumers &direct interview,will be taken, to collect the data.

2. Secondary data: Collected from organization, articles, magazines, books & newspaper researchreports.

3. Sampling: Stratified sampling technique will be considered. A sample size of 830 consumers willbe selected from Puducherry to study. The process of grouping members of the population into

relatively homogeneous subgroups before sampling. Proportionate allocation uses a sampling

fraction in each of the strata that is proportional to that of the total population. If the

population consists of 60% in the male stratum and 40% in female stratum, then the relative size

of the two samples (three males, two females) should reflect this proportion.


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4. Sample size: 830 consumers having history of consuming beverage will be selected sample sizei.e. the total sample size will be 830 consumers. Than these samples were further divide into

sub-group based on their age, gender, etc.

5. Propose approach for future course of action is based on realistic information.6. Project would be conducted in a particular area/zone i.e. Puducherry

LIMITATIONS

1. Time Constraints2. Difficult to gather primary data as some of the respondents is not taking questionnaire seriously.

Team PRObit conducted the research on the above parameters and following were the research findings

1.1.Customer Composition1.1.1. Gender

Gender Nos %

Male 532 64%

Female 298 36%

Total 830 100%


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Observations

Out of 830 consumers, 64% are males and only 36% are females.

1.1.2. Marital StatusMarital Status Nos %

Married Male 230 28%

Unmarried Male 302 36%

Married Female 140 17%

Unmarried Female 158 19%

Total 830 100.00%

64%

36%

Gender of the consumer

Male

Female


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Observations

The sample size were almost more than 15% in all the categories The growing trend of female professionals and the advent of the double-income

household are driving the restaurant industry in Puducherry.

28%

36%

17%

19%

Marital Status

MarriedMale

UnMarried Male

MarriedFemale


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1.1.3. Age Group

Age Group No's %

13 or below 7 1%

14-20 83 10%

21-30 404 49%

31-45 217 26%

45-60 111 13%

60+ 8 1%

Total 830

100

%

1%

10%

49%

26%

13%

1%

Age Group Of the Consumer

Below 13

14-20

21-30

31-45

45-60

Above 60


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Observations

Out of 830 consumers, Maximum number of people surveyed is between 21-30 years.

1.1.4. Occupation

Observations

59%

18%

22%

1%

Occupation Of the Consumer

Students

Professionals

Businessman

Service Man


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Out of 830 people 18% are professionals, 22% are businessman, 1% is serviceman, and59% are students.

1.2. Customers Tastes & Preferences1.2.1. Most Preferred Indian Cuisine

Order of

Preference

Name of the Cuisine Hits

1 Chicken briyani 434

2 Idly 275

3 Dosai 254

4 Chicken lolly pop 237

5 Mutton briyani 227

6 Chicken 65 218

7 Oothappam 192

8 Pongal with vada 188

9 Parota 141

10 Meals(Veg) 13311 Poori masala 125

12 Fried chicken 121

13 Butter chicken masala 116

14 Chicken curry 108

15 Prawn briyani 98

16 Fish curry 83

17 Grilled chicken 74

18 Vadai 69

19 Fish fry 68

20 Kabab 6321 Fish fry 61

22 Sambar rice 61

23 Masal dosai 57

24 Veg briyani 53

25 Channa batura 48

26 Chicken gravy 48

27 Mutton curry 47


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28 Chicken Manchurian 41

Chicken fried rice 39

29 Mutton fry 37

30 Chetinad chicken 31

31 Naan, Roti 25

32 Chicken tikka 2133 Curd rice 20

34 Prawn fry 18

Soups 18

35 Tandoori idly 17

36 Garlic chicken 16

37 Payasam 14

Mixed rice 13

38 Mushroom masala 12

Chinese noodles 12

Kaju masalas 12Variety rice 12

39 Rava dosai 11

Cylon parota 11

40 Paper dosai 10

Egg omlet 10

Pizza/burger 10

41 Pepper chicken 9

Stuffed parota/naan 9

42 Dragon chicken 8

43 Sandwich 7Roasted turkry 7

44 Aaloo masala 6

Mutton balls 6

45 Egg rice 5

Kadai chicken 5

Veg masala 5

Fresh Juice 5

46 Malai kofta 4

Bread omelet 4

Paniyaram 4

Coffee 4

Bonda 4

47 Mulu koli 3

Mushroom soup 3

Tangari chicken 2

48 Grilled prawns 2

Veg spring roll 2


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Falooda 2

Spl meals 3

49 Duck chilli 1

Lychee Kulfi 1

1.2.2. Most referred Indian Restaurant

Order of

Preference

Name of the Restaurant No of Hits

1 Surguru 429

2 Aristo 227

3 Mass hotel 219

4 Anjappar 190

5 Hotel pondichery inn 141

6 Saravana bhavan 136

7 Seagulls 119

8 Satsanga 110

9 China town 109

10 Ginger hotel 109

11 Shanthi inn 97

12 Devis grand 78

13 Karaikudi 75

14 Le club 69

15 Blue dragon 66

16 Le cafe 65

17 Rendezvous 58

18 Calve 56

19 Ajantha sea view 47

20 Ashram dining room 46

21 Richmond 46


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22 Hotel coromandel 39

Lotus comfort hotel 35

23 Executive inn 34

24 Ram international 28

25 Seaside Guest house 27

26 La Terass 27

27 Don Giovanni 25

28 Kamachi 23

29 Anugraha 23

30 Aditya 20

Sun park 18

31 Kailash 17

32 Sathyam 17

Promenade 17

33 Sunway grt 16

34 Akshara 15

35 Le duplex 14

Anandham 12

36 Athithi 11

Jayaram 11

37 Ashok 10

Daily bread 10

38 Hot bread 9

39 Cascade 8

Anandha inn 8

Le Bistro 8

40 Sri krishna 7

Maison perumal 6

41 Bar qualithe 6

Corbelli 5

La Terrasse 5

Spice garden 2

Madame shanthe 1


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Observations

1. The Most preferred Indian Restaurant goes to Hotel Surguru which provides the authenticmulti cuisine.The great ambience and live music makes it memorable & also it providesan innovative menu item which mainly attracts the customers.

2. French Restaurants like Le club, Rendez-vous, Satsanga which provides French-Italiancuisine were more likely popular in puducherry.

3. Of the top 10 preferred restaurants, 8 of them are Chain type and the other two beingstand alone.

4. None of them are specialty restaurants situated in Hotels, which shows the relativeimportance of these restaurants and how they eat up the market share in Puducherry

Restaurant Industry.

5. The Preference of consumers towards Indian chain restaurants are on a spree rather thanspecialty restaurants located in Hotels, which includes preferences of (High Net worthindividuals) HNIs as well.

1.2.3. Most Preferred Ocassion to Eat OutOrder of

PreferenceOccasions/Celebrations No of hits

1 Birthday 336

2 Anniversary 179

3 Reception 154

4 Wedding day 95

5 Weekends/holidays 78

6 Team out 66

7 Festivals 56

8 Shopping 45

9 Treat 45

10 Conference 36

11 Get together 32

12 Parties 19


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13 New Year 16

14 Award celebration 15

15 Just for food 6

0

5

10

15

20

25

30 28

25

3

13

6

1

4

2

7

5

1

3 4

1

7

(%)

Occasions/Celebrations of Eating Out


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Observations

Approximately 30% of the population tends to go out to an Indian restaurant during abirthday party followed by Anniversary function of 25%.

Team outs ,Festivals and weekends altogether make almost 20% of the population The other occasions to which consumers often visit restaurant include while going to

shoppings/outing, Treats and New Year bashes.

1.2.4. Most Preferred Facilities/Privileges ExpectedOrder of

PreferenceFacilities/Privileges

ExpectedNo of Hits

1 Entertainment 46

2 Parking space 35

3 Ambience 34

4 Dining space 34

5 Buffet 33

6 Hygiene 32

7 Banana leaf service 26

8 Party hall 26

9 Kids Zone 25

10 Purified mineral water 23

Clean restrooms 22

11 Finger bowl 20

Waiting lounge 19

Food consciousness 19

Quick serve

Candle light dinner/

lighting

17

12 Disposable plates 16

13 Roof garden 16

Home delivery 15

14 Dine with wine 12


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15 Full A/C 12

16 Chinese/Thai food 12

24/7 service 12

Cushion seat 10

17 Pool side 1018 Gk information on wall 03


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Observations

0 10 20 30 40 50

Ambience

Banana leaf serve

Chinese/thai food

Clean Rest Rooms

Disposable plates

Entertainment

Finger bowl

Food consciousness

Dining Space

Pool side

Waiting Lounge

Candle light dinner/lighting

24/7 service

Dine with Wine

Buffet

Gk information in wall

Cusion seat

Full A/C

Kids Zone

Parking Space

Party hall

Purified/mineral water

Quick serve

Roof garden

Home delivery

Nos

Facilities/Priviliges

Facilities/prvileges


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In the earlier days, Customers went to restaurants just to have good tasty food and dontexpect much more from the restaurant

But Now the Trend has changed, The customers wants more and more facilities andprivileges to compel him to eat in that particular restaurant

This is evident from the fact that the customers tend to give more weightage to Ambiencefollowed by Ample Car Parking space and spacious dining area, where they dont want to

be disturbed much.

The interesting facilities the customers are Live Entertainment with a banana leaf serviceand restaurants which has dining area in pool side and roof top.

The other expected facilities include availability of Kids Zone, Party hall and providingany other cuisines other than Indian at any time while placing the customers order.

Now Customers were more likely to go for the Restaurants where buffet system isavailable.

1.2.5. Most PreferredBest Qualities / AttributesOrder of

Preference

The Best Qualities /Attributes No of Hits

1 Taste 541

2 Quality 422

3 Ambience 316

4 Service 183

5 Neatness 162

6 Price 152

7 Variety 96

8 Hygiene 93

9 Quick response 37

10 Hospitality 35

11 Presentation 29

12 Dcor 20

13 Good atmosphere 18

14 Homely food 18

15 Infrastructure 17

16 Location 8


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Observations

The Best Qualities attributable to a Indian Restaurant is topped by Taste with 25%,quality by 20%, and ambience by 15 % and service by 10%.

The other such facilities are Service, Price and variety which altogether makes 20% ofthe population.

1.2.6. Most Preferred Innovative ItemOrder Of

Preference

Name of the Items No of Hits

1 Tandoori Idly 28

2 Kids meal 21

3 Chicken kola urandai 14

beef with capsicum recipe 8

0

5

10

15

20

25

30


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4 Business meals 6

Fatless food 3

pasta 5

5 Kara dosai 3

Village food 3

6 Koli kolambu 2

7 Fruit salad 1

Veg salad 1

Palak dosai 1

Mysore bonda 1

Konda kadalai 1

Punjabi thali 1

Mutton loolipop 1

Potato idly 1

Wheat idly 1

Palak panner 1

Fish vadai 1

Blend masala chicken 1

Karuvadu kolambu 1

Pal kolukatai 1

Mutton bone soup 1

Aapam 1

Malabar fish curry 1

Panneer pulao 1

Cashew pulao 1

Prawn fried rice 1

Prawn keema 1

Puthina dosai 1Cutlet 1

Banana puttu 1

Kashmiri pulao

Navarathan kuruma 1

Ragi dosai 1


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Chilli cheese toast 1

Alwa 1

Mutton cutlet 1

Pidi kara kozhukatai 1

Sprouts 1

Mutton balls 1

Keerai items 1

Chicken roll 1

Boiled veg food 1

Vatha kolambu 1

Moore kolambu 1

Nattu kozhi varuval 1

Nethili 65 1

Fish puttu 1

Ragi millet items 1

Mutton chuka 1

Pepper kolambu 1

Sweet apalam 1

Aaloo cheese balls 1

Coconut milk rice 1

Vazha poo vadai 1

Rasam vadai 1

Potato rice 1

Sago vadai 1

Romali roti 1

Mimni vadai 1

Sallad 1

Fruit rice 1French rice 1

Chicken poppers 1

Chicken samosa 1

Garlic kolambu 1

Garlic bread 1


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Observations

The Most preferred innovative item seems to be the introduction ofTandoori idly inrestaurants followed by Kids menu.

The Trend of Kids menu has started ,where in kids are given separate menus with far lessrate and quantity as compared to normal n\menus

Few restaurants have even started giving kids card which offers discounts for kids, whichinduces kids to pamper their parents to come again and again to the same restaurant.

A large part of consumers feel that the restaurant if gives same menu at a better quality,no such innovation is required.

1.2.7. Most Preferred Meal

Meal most likely to eat at a

Indian restaurant

No of Replies Percentage

Breakfast 101 7%Lunch 757 50%

Dinner 636 42%

Beverages 12 1%

Total 1506 100%


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Observations

Approximately 50% of the customers eat out at the restaurant for lunch while other 42%have dinner followed by Breakfast at 7%.

All 7% of the breakfast share is solely captured by chain restaurants, while high classrestaurant provide breakfast as a complimentary to in house guests.

1.2.8. Most Preferred Indian Restaurant ModelNo of Replies (%)

Take Away Restaurants 81 8%

Seated Restaurants 811 85%

Drive Inn restaurants 67 7%

Total 959 100%

7%

50%

42%

1%

Time for Eat out

Breakfast

Lunch

Dinner

Beverages


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Observations

More than 80% of the population prefers to eat out rather than a drive in or a take awayrestaurant type.

This is due to the fact that customers typically want to have food in a seated capacity. The Take away which comprises 8% of the population caters 70% its share to homes

where food is not prepared and the rest towards the office goers.

1.2.9. Most Preferred Indian restaurant ServiceNo of Replies Percentage

Self Service 31 4%Waitress Service 818 92%

Dabbawala Service 38 4%

Total 867 100%

8%

85%

7%

Most Preferred Restaurant Type

Take Away

Seated

Drive Inn


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Observations

Approximately 92% of the population wants to have a waitress service

1.2.10. Most Preferred to Go WithHow do you usually go to theIndian Restaurants? No of Repl

i

esP

er

centage

Alone 7 1%

Family 512 49%

Friends 464 44%

Group 66 5%

Total 1042 100%

Self Service

4%

Waitress Service

92%

Dabbawala Service

4%

Most Preferred Restaurant Service


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Observations

It has now become a norm to go with a group of people to restaurants rather than go aloneonly for a good meal.

The Main Reason why consumers tend to go out with a group is as followsIts nice to be able to look at a menu, pick anything you want on it, and someone brings it to you and

cleans it up afterward. For many people, it alleviates the burden of housework as well. For students,

going out to eat is about the only luxury that they can afford! While sitting at a private table, waiting ona meal, guests can focus entirely on conversation. This is why people go out to restaurants on dates. A

restaurant provides the setting for the perfect mini-vacation, just a short drive away

Almost 50% of the population prefers to go with their family, followed by 44% opting togo with their friends.

Alone

Family

Friends

Group

7

512

464

66


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1.3. Frequency1.3.1. Frequency of eating out monthly

No of Replies Percentage

Rarely,0-1 times 166 20%

Sometimes,2-4 times 504 61%

Frequently,5-9 times 130 16%

Very Frequently,10+ 30 3%

Total 830 100%

Observations

Approximately 81% of the population eats out at least once a month. Approximately 61% of the population prefer to eats out twice a month.

0 10 20 30 40 50 60 70

Below 1 time

2-4 times

5-9 times

Above 10 times

Frequency of Visiting South Indian

Restaurant

(%)


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Approximately 16% of the population (who eat out at least once in a month) has eaten outat least 5-9 times in a month, whereas almost 3% has eaten out more than 10 times in a

month. This has led to a higher demand in the restaurant industry in Puducherry.

1.4. Influential Factors1.4.1. Healthy foods

Are you

inte

rested

in eat

inghealthy in Indian

Restaurants?

Noof

Hits

%

Yes 517 69%

No 110 7%

Somewhat 203 24%

Total 830 100%

69%

7%

24%

Interested in Eating Healthy

Yes

NoSomewat


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Observations

Almost 70 % of the population prefers to have healthy recipes in their menus. With the increase of brain storming stress in IT Jobs and working long hours on the

computer, the increase of diet consciousness and fitness regime has become the order of

the day.

For e.g. Brittania biscuits and Maggi Noodles, which till date were sold only ascommercial products, have started campaigning themselves as products which empower

more health to the consumers.

1.4.2. Importance of Kids /Senior Citizens MenuDo you find that having a 'Kids Menu' or

Senior Citizen Menu at Indian Restaurants

useful?

No of

Replies

(%)

Very Useful 366 44%

Somewhat Useful 277 34%

Not Useful 85 10%

Not available 102 12%

Total 830 100%


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Observations

Approximately 78% of the population find the Kids /Senior citizens Menu useful , whilethe other 22% neither feel it useful nor its available in the restaurants

1.4.3. Loyalty ProgramsDo you Like loyalty Programs No of Replies (%)

Yes 591 71%

No 239 29%

Total 830 100%

Very useful

44%

Somewat Useful

34%Not Useful

10%

Not Available

12%

Other

22%

Availabilty of Kids/Senior Citizen in South

Indian Restaurant


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Observations

Approximately 71% of the population prefer to have a loyalty program in a restaurant Todays consumers are more savvy and sophisticated than ever. They expect loyalty

programs to offer:

y Easy participationy Instant rewardsy Flexible rewardsy Fast accumulation of rewardsy Rewards claimed at any participating establishmenty Special offersy Instant win opportunities

Not only this ,Restaurants using Gift and Loyalty Card Programs report increased:

71%

29%

Preference to Loyalty Programs

Yes

No


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y Guest Satisfactiony Repeat Visitsy Salesy Profits

1.4.4. EntertainmentDo You like Entertainment in a

Indian Restaurant?

No of Replies (%)

Live band 339 23%

Show Television Monitor 412 29%

Recorded Music 621 43%

All the above 72 5%

Total 1444 100%

0

100

200

300

400

500

600

700

Live Band TV Recorded Music All the Above

Entertainment Preferred in South Indian

Restaurant


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Observations

Off all the entertainment modes a restaurant can provide, approximately 43% of thepopulation listens to recorded songs and about 29 % are glued to Television monitors

kept in the restaurants

The live band comprises 23% and about 5 % of the population prefers all theentertainment provided to them in a restaurant.

1.4.5. Importance of PriceHow important is the price of

the food at Indian Restaurants

to you?

No of Replies (%)

Important 504 61%

Somewhat Important 220 27%

Not Important 106 12%

Total 830 100%


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Observations

The consumers have become more spend thrift nowadays with almost 60% of thepopulation weight more importance and other 27% feeling somewhat important (who feel

that price needs to be moderately priced as per the taste and quality the restaurants

deliver).

Just 12% of the population prefers to pay anything if it fits their taste and provides varietyfrom their routine foods.

1.4.6. Attraction towards DiscountDo special offers on meals and

prices attract you to a Indian

Restaurant?

No of Replies (%)

Yes 331 40%

0

100

200

300

400

500

600

Important Somewhat important Not Important

504

220

106

Importance ofPrice while Eating Out


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Sometimes 294 35%

No 205 25%

Total 830 100%

Observations

Approximately 75% of the population are attracted towards the discounts provided by therestaurants

The rest 25 % strongly feel that the providing discount in restaurants is just a trick tomake them eat out.

1.4.7. Price spent on a Quality Indian Meal

0

10

20

30

40

Yes

Sometimes

No

40

35

25(%)

Attraction Of Discounts


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How much are you willing to

pay for a quality Indian Meals

per person?

No of Replies (%)

Below Rs.200 445 54%

Rs.200 - 400 282 34%

Rs.400-650 79 9%

Above Rs.650 24 3%

Total 830 100%

Observations

Approximately 54% of the population prefers to pay less than Rs.200 for a quality mealfollowed by 34 %, paying between Rs 200 and Rs 400.

0

10

20

30

40

50

60

Below 200 200-400 400-600 Above 650

54

34

93

(%)

Amount spent for a Quality Meal


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1.4.8. Wish list for a Indian RestaurantThe orders of preference of a wish list as pointed out by the customers are as follows

Name of the Restaurant No of Hits

Car parking 59

Cleanliness 41

Lowest Rate 36

Hygiene 30

Good food 28

Fast service 22

Use banana leaf 17

Roof Garden 15

Increase Quantity 14

Kids Zone 14

Diet menu 14

Ordering through touch screen 10

Hospitality 07

Loyalty programs 07

Buffet 07

Reduce oil 05

Home delivery 04


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MAJOR FINDINGS

1. Out of 830 consumers, 64% are males and only 36% are females.2. The growing trend of female professionals and the advent of the double-income

household are driving the restaurant industry in Puducherry.

3. Maximum number of people surveyed is between 21-30 years.4. Out of 830 people 18% are professionals, 22% are businessman, 1% is serviceman, and

59% are students.5. The Most preferred Indian Restaurant goes to Surguru which provides the authentic multi

cuisine.

6. The Preference of consumers towards Indian chain restaurants are on a spree rather thanspecialty restaurants located in Hotels, which includes preferences of (High Net worth

individuals) HNIs as well.

0

10

20

30

40

50

60

70

Wish list for a Indian Restaurant


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7. A pproximately 28% of the population tends to go out to a Indian restaurant during abirthday party followed by functions such as Anniversary, Reception & wedding.

8. The consumers tend to give more weight age to Ambience followed by Ample CarParking space and spacious dining area, where they dont want to be disturbed much.

9. The interesting facilities the customers are Live Entertainment with a banana leaf serviceand restaurants which has dining area in pool side and roof top.

10.The Best Qualities attributable to an Indian Restaurant is topped by Taste with 25%,quality by 20%, ambience by 15% and Service by 9 %.

11.Almost 90 % of the population prefers to have healthy recipes in their menus.12.Approximately 78% of the population find the Kids /Senior citizens Menu useful , while

the other 22% neither feel it useful nor its available in the restaurants

13.Approximately 50% of the customers eat out at the restaurant for lunch while other 42%have dinner followed by Breakfast at 7%.

14.More than 80% of the population prefers to eat out rather than a drive in or a take awayrestaurant type.

15.The Take away which comprises 8% of the population caters 70% its share to homeswhere food is not prepared and the rest towards the office goers.

16.Approximately 92% of the population wants to have a waitress service17.Almost 50% of the population prefer to go with their family , followed by 44% opting to

go with their friends

18.Approximately 71% of the population prefer to have a loyalty program in a restaurant19.Approximately 81% of the population eats out at least once a month.20.Approximately 61% of the population prefer to eats out twice a month.21.Approximately 16% of the population (who eat out at least once in a month) has eaten out

at least 5-9 times in a month, whereas almost 3% has eaten out more than 10 times in amonth. This has led to a higher demand in the restaurant industry in Puducherry.

22.Off all the entertainment modes a restaurant can provide, approximately 43% of the population listens to recorded songs and about 29 % are glued to Television monitors

kept in the restaurants

23.The consumers have become more spend thrift nowadays with almost 60% of thepopulation weight more importance and other 27% feeling somewhat important (who feel

that price needs to be moderately priced as per the taste and quality the restaurants

deliver).

24.Approximately 75% of the population are attracted towards the discounts provided by therestaurants

25.Approximately 54% of the population prefers to pay less than Rs.200 for a quality mealfollowed by 34 %, paying between Rs 200 and Rs 400.


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SUGGESTIONS

On the basis of the above study following suggestions can be given:

1. Perform a detail demand survey at regular interval to know about the unique needs andrequirements of the customer.

2. The company should make hindrance free arrangements for its customers/retailers to make anyfeedback or suggestions as and when they feel.

3. The company should focus to bring some more flavors and variety of schemes rather then bringsecond and repeat same old one. It is always better to be first than being better.

4. The company must be aware of and keep at least the latest knowledge of its primarycompetitors in market and try to make perfect anticipated efforts to meet the same.

5. The company should also use time to time some more and new attractive system of word ofmouth advertisement to keep alive the general awareness the whole market as whole.

6. The company should be always in a position to receive in a continuous feedback and suggestionsfrom its customers/consumers as well as from

7. The market and try to solve it without any delay to establish its own credibility.8. The visibility of any product plays an important role in making the customer, aware about it and

is vital for the growth and development of any product.

9. For their advertisement they can also introduce a brand ambassador, because most of theconsumers remember advertisement because of their brand ambassador.

A strong watch should be kept on distributors also, because in some cases they are found to be cheating

the retailers and affecting the goodwill of the BRAND.

puducherry customer survey

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