pureit customer satisfaction

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PureIt Cust. Satisfaction

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Introduction


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Introduction

Approximately 80% of diseases in India are caused by water borne micro organisms. This is

true in rural as well as urban India. However, awareness of health risks linked to unsafe water

is still very low among the rural population. The few who treat water resort to boiling or use

domestic candle filters. In comparison, the urban Indian is definitely more health conscious

and understands the necessity of purifying water before it is fit for consumption. Even so, it is

estimated that roughly 7% of urban Indians use non manual water purifiers. More Indians

need to become aware of the importance of installing drinking water purifiers. There remains

a huge untapped market.

Though quite a few city dwellers still boil water, many are switching over to modern

domestic water purifiers. Electrical or chemical based home water purification systems are

most suitable for urban households because they require little or no manual operation and

depending on the technology can eliminate biological contaminants, chemical toxins and

excessive salts. The main contaminants are, however, micro organisms. UV purifiers and

advanced chemical based systems deal effectively with viruses, giardia and bacteria. This is

one of the reasons why UV and resin based purifiers are the most widely used water purifiers

in India today.

It is estimated that around 80% of urban dwellers do not purify tap water. Many of them are

from the lower income strata and cannot afford UV or reverse osmosis water purification

systems. They are the potential buyers of economical but effective chemical purifiers. This is

the market that Eureka Forbes and Hindustan Unilever are tapping aggressively. Chemical

based purifiers, Aquasure and Pureit, together account for 20% of water purifiers sold. Both

are becoming increasingly popular because they are effective and affordable. The two brands

are reported to be growing at 100 percent per annum. Also, they do not run on electricity and

are ideal for locations where power supply is unpredictable. Neither do they demandcontinuous water supply. Power and water are still scarce even in urban India.

That the Indian market has tremendous potential is evident from the fact that global majors

such as Philips and Hindustan Lever have stepped in and are looking to increase their share of

the market. The three principal players today are Eureka Forbes, Hindustan Lever and

Philips. In the years to come, we are likely to see others entering the fray.


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Industry Profile


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Industry Profile

In the last decade and more, the country has undergone many changes and one of the

important ones is that people have become health conscious. People realized that around 80

per cent of diseases in India are caused by water-borne micro-organisms. With bottled

mineral water brands gaining prominence, consumers realized that they would prefer safe

water at home, too.

Safe drinking water, thus, becomes a priority and this is a cue for the Rs 600-crore

domestic water purification industry to step up its operations. Not surprisingly, various

companies involved in water purification and water treatment are aggressively marketing

their products. But, in spite of the tremendous potential for expansion and growth, the water

purification industry has not had an easy time, partly because a water purifier is still not

considered a consumer durable and partly because of issues of pricing, low margins and

technology. Many were still boiling water or using domestic candle filters. But while the

former was a tedious process the latter wasn't 100 per cent effective. Water purifier makers

spotted this potential and launched their brands at various price points.

About a decade ago, the Indian market had just a couple of players in the water

purifier market like Eureka Forbes and Zero-B. Many other brands have entered and

expanded the market since then. And the consumer was only too willing to try this offering.

It is estimated that only 9-10 per cent of urban Indians use water purifiers. Therefore,

there still remains a large untapped market. While there is no independent data on the size of

this growing category, estimates indicate that the size of the water purification industry is

about Rs 1,000-1,500 crore. The differentiating factor among various brands is the kind of

technology being used. Up to now, the ultra violet or the UV technology, used by companies

like Eureka Forbes, Sintex Industries and a several other smaller players, has been the

dominant technology. However, ultra filtration membrane technology and reverse osmosis

are now being used increasingly.

Water purifiers are one of the most used kitchen utilities available in India. Water

purification and Backpacking is an industry in itself in India. Portable versions of water

purifiers are available for camping and hiking.


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WATER PURIFIER COMPANIES IN INDIA

Eureka Forbes Philips

Hindustan Unilever Limited Kent

Usha Brita Germany

Kenstar Maharaja Whiteline

Orpat Zero B

In the market for water purifiers, while Aquaguard from Eureka Forbes remains the

market leader, several others have made it to the market place. Usha Shriram with its

established Brita water purifier launched India's first digital water purifier, the Water guard

Digital in collaboration with Brita GmbH of Germany.

Another company, Proctor & Gamble (P&G) has also been planning to launch its

international brand Pur, a water purification product. The product has been developed in

close consultation with CDC (Centre for Disease Control and Prevention) and USAID. The

product was expected to be highly useful for developing countries such as India.

Hindustan Unilever India (HUL, erstwhile HLL) also forayed into the water purifier

business, with its water purifier device called Pure. It can be attached to the kitchen tap to

purify potable water at minimum cost. Unilever India took the purifiers to small metros,

towns and cities so that it does not remain an urban phenomenon. Water purifiers (residential

segment) are growing at 22-25% annually. It is nearly Rs 15 bn industry, with Aquaguard

cornering more than 50% of the market. The rest is divided among Kent RO, Pehltair, Ion

Exchange and others.

The French water giant Vivendi Water's arm, US Filter Corporation, has acquired a

controlling stake in Johnson Filtration System India. The latter is engaged in the business of

filtering and purifying machinery for industrial units. US Filter itself was acquired by the

global water giant, Vivendi.


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Company Profile


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Company Profile

Hindustan Lever Ltd (HLL) is India's largest Fast Moving Consumer Goods (FMCG)

Company.

HLL's brands like Lifebuoy, Lux, Surf Excel, Rin, Wheel, Fair & Lovely, Pond's, Sunsilk,

Clinic, Pepsodent, Close-up, Lakme, Brooke Bond, Kissan, Knorr-Annapurna, Kwality

Wall's are household names across the country and span a host of categories, such as soaps,

detergents, personal products, tea, coffee, branded staples, ice cream and culinary products.

These products are manufactured over 40 factories across India and the associated operations

involve over 2,000 suppliers and associates.

Hindustan Lever Limited's distribution network comprises about 4,000 redistribution

stockists, covering 6.3 million retail outlets reaching the entire urban population, and about

250 million rural consumers. HLL is also one of India's largest exporters. It has been

recognized as a Golden Super Star Trading House by the Government of India. Presently,

HLL has over 16,000 employees including over 1,200 managers. Its mission is to "add

vitality to life." The Anglo-Dutch company Unilever owns a majority stake in Hindustan

Lever Limited.

History:

In the summer of 1888, visitors to the Kolkata harbour noticed crates full of Sunlight soap

bars, embossed with the words "Made in England by Lever Brothers". With it began an era of

marketing branded Fast Moving Consumer Goods (FMCG); soon after Lifebuoy in 1895 and

other famous brands like Pears, Lux and Vim. Vanaspati was launched in 1918 and the

famous Dalda brand came to the market in 1937.

In 1931, Unilever set up its first Indian subsidiary, Hindustan Vanaspati Manufacturing

Company, followed by Lever Brothers India Limited (1933) and United Traders Limited

(1935). These three companies merged to form HUL in November 1956; HUL offered 10%

of its equity to the Indian public, being the first among the foreign subsidiaries to do so.

Unilever now holds 52.10% equity in the company. The rest of the shareholding is distributed

among about 360,675 individual shareholders and financial institutions. The erstwhile Brooke

Bond's presence in India dates back to 1900. By 1903, the company had launched Red Label


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tea in the country. In 1912, Brooke Bond & Co. India Limited was formed. Brooke Bond

joined the Unilever fold in 1984 through an international acquisition. The erstwhile Lipton's

links with India were forged in 1898. Unilever acquired Lipton in 1972, and in 1977 Lipton

Tea (India) Limited was incorporated.

Pond's (India) Limited had been present in India since 1947. It joined the Unilever fold

through an international acquisition of Chesebrough Pond's USA in 1986. Since the very

early years, HUL has vigorously responded to the stimulus of economic growth. The growth

process has been accompanied by judicious diversification, always in line with Indian

opinions and aspirations.

The liberalisation of the Indian economy, started in 1991, clearly marked an inflexion in

HUL's and the Group's growth curve. Removal of the regulatory framework allowed the

company to explore every single product and opportunity segment, without any constraintson production capacity. Simultaneously, deregulation permitted alliances, acquisitions and

mergers. In one of the most visible and talked about events of India's corporate history, the

erstwhile Tata Oil Mills Company (TOMCO) merged with HUL, effective from April 1,

1993. In 1996, HUL and yet another Tata company, Lakme Limited, formed a 50:50 joint

venture, Lakme Unilever Limited, to market Lakme's market-leading cosmetics and other

appropriate products of both the companies. Subsequently in 1998, Lakme Limited sold its

brands to HUL and divested its 50% stake in the joint venture to the company.

HUL formed a 50:50 joint venture with the US-based Kimberly Clark Corporation in 1994,

Kimberly-Clark Lever Ltd, which markets Huggies Diapers and Kotex Sanitary Pads. HUL

has also set up a subsidiary in Nepal, Unilever Nepal Limited (UNL), and its factory

represents the largest manufacturing investment in the Himalayan kingdom. The UNL factory

manufactures HUL's products like Soaps, Detergents and Personal Products both for the

domestic market and exports to India.

The 1990s also witnessed a string of crucial mergers, acquisitions and alliances on the Foods

and Beverages front. In 1992, the erstwhile Brooke Bond acquired Kothari General Foods,

with significant interests in Instant Coffee. In 1993, it acquired the Kissan business from the

UB Group and the Dollops Ice-cream business from Cadbury India. As a measure of

backward integration, Tea Estates and Doom Dooma, two plantation companies of Unilever,

were merged with Brooke Bond. Then in 1994, Brooke Bond India and Lipton India merged

to form Brooke Bond Lipton India Limited (BBLIL), enabling greater focus and ensuring

synergy in the traditional Beverages business. 1994 witnessed BBLIL launching the Wall's


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range of Frozen Desserts. By the end of the year, the company entered into a strategic

alliance with the Kwality Ice-cream Group families and in 1995 the Milk food 100% Ice-

cream marketing and distribution rights too were acquired.

In January 2000, in a historic step, the government decided to award 74 per cent equity in

Modern Foods to HUL, thereby beginning the divestment of government equity in public

sector undertakings (PSU) to private sector partners. HUL's entry into Bread is a strategic

extension of the company's wheat business. In 2002, HUL acquired the government's

remaining stake in Modern Foods. In 2003, HUL acquired the Cooked Shrimp and

Pasteurized Crabmeat business of the Amalgam Group of Companies, a leader in value added

Marine Products exports.

HUL launched a slew of new business initiatives in the early part of 2000s. Project Shakti

was started in 2001. It is a rural initiative that targets small villages populated by less than5000 individuals. It is a unique win-win initiative that catalyses rural affluence even as it

benefits business. Currently, there are over 45,000 Shakti entrepreneurs covering over

100,000 villages across 15 states and reaching to over 3 million homes. In 2002, HUL made

its foray into Ayurvedic health & beauty centre category with the Ayush product range and

Ayush Therapy Centers. Hindustan Unilever Network, Direct to home business was launched

in 2003 and this was followed by the launch of Pureit water purifier in 2004. In 2007, the

Company name was formally changed to Hindustan Unilever Limited after receiving the

approval of share holders during the 74th AGM on 18 May 2007. Brooke Bond and Surf

Excel breached the Rs 1,000 crore sales mark the same year followed by Wheel which

crossed the Rs.2, 000 crore sales milestone in 2008. On 17th October 2008, HUL completed

75 years of corporate existence in India.


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Company Vision:

The four pillars of our vision set out the long term direction for the company where we

want to go and how we are going to get there:

We work to create a better future every day

We help people feel good, look good and get more out of life with brands and services

that are good for them and good for others.

We will inspire people to take small everyday actions that can add up to a big

difference for the world.

We will develop new ways of doing business with the aim of doubling the size of our

company while reducing our environmental impact.

We've always believed in the power of our brands to improve the quality of peopleslives and in doing the right thing.

Our Purpose

At the heart of the corporate purpose, which guides us in our approach to doing

business, is the drive to serve consumers in a unique and effective way. This purpose has

been communicated to all employees worldwide.

Our Principles

Our code of business principles describes the operational standards that everyone at

Unilever follows, wherever they are in the world. It also supports our approach to governance

and corporate responsibility.

Corporate Governance

We have always aspired to high standards of corporate governance. The Board of

Directors of the Company represents an optimum mix of professionalism, knowledge and

experience.


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Product Profile


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Product Profile

Introduction to Product Pure it

Pure It. Compact, Classic, Auto fill. Pure It Marvella .

Pureit is the worlds most advanced in-home water purifier. Pureit, a breakthrough

offering of Hindustan Unilever (HUL), provides complete protection from all water-borne

diseases, unmatched convenience and affordability. Pureit made its test marketing debut in

2005. The brand was initially launched in Chennai. During the test marketing, the result was

pretty encouraging and the brand was launched nationally in 2007.

Pureits unique Germkill Battery technology kills all harmful viruses and bacteria and

removes parasites and pesticide impurities, giving you water that is "as safe as boiled

water". It assures your family 100% protection from all water-borne diseases like jaundice,

diarrhea, typhoid and cholera. Whats more, it doesnt need gas, electricity or continuous tap

water supply.

The domestic water purifier appliances market is estimated to be Rs 450 crore (HBL

may 03/07) and is dominated by Aquaguard from Eureka Forbes. As discussed elsewhere in

the blog, this category was not growing very fast because of the high cost of the product. The

entry level water purifier was costing anywhere between (Rs 5000- Rs10,000).

The output water from Pureit meets stringent criteria for microbiologically safe

drinking water, from one of the toughest regulatory agencies in the USA, EPA

(Environmental Protection Agency).


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This patented technological breakthrough has been developed by HUL. This state-of

the-art engineering developed by a team of over 100 Indian and international experts from

HUL and Unilever Research Centres has made Pureit possible at the consumer price of just

Rs. 1200.

Pureit runs with a unique Germkill Battery Kit that typically lasts for 1500 litres* of

water. The Germkill Battery Kit is priced at Rs.365. This means consumers will get 4 litres

of water that is as safe as boiled water for just one rupee, which works out to an extremely

affordable 24 paise per litre.

Pureit in-home purification system uses a 4 stage purification process to deliver as

safe as boiled water without the use of electricity and pressurized tap water. Pureit purifies

the input drinking water in four stages, namely;

1. Micro- fiber Mesh TM - Removes visible dirt

2.Compact Carbon Trap TM - removes remaining dirt, harmful parasites & pesticide

impurities

3. Germkill Processor TMuses 'programmed chlorine release chlorine technology' and its

stored germkill process targets and kills harmful virus and bacteria

4. Polisher TM removes residual chlorine and all disinfectant by-products, giving clear

odourless and great tasting water

5. Battery Life Indicator - Ensures total safety because when the germkill power exhausted,

the indicator turns red, warning you to replace the battery.

6. Advanced Auto-Switch off - In case, the battery is not changed when it turns fully red, as

an additional assurance of safety, the advanced Auto-Switch off automatically switch-off the

flow of water.


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Germkill Kit

The Germkill Kit embodies the purification process of the Pureit

system. It removes harmful viruses and bacteria and removes

parasites and pesticide impurities.

Compact Carbon Trap Germkill Processor Polisher

Removes dirt,

harmful parasites and

pesticide impurities.

Uses Programmed chlorine release

technology and its stored Germkill

power targets and removes harmful

viruses and bacteria.

Removes residual chlorine,

giving clear odourless and

great tasting water.

The Germ kill Processor has a unique Germ kill Life Indicator which indicates to you the

status of the Germ kill power of the battery. It tells you when the Germ kill action is working

i.e. you get safe water; and when the Germ kill power has been exhausted, indicating that you

need to replace the battery.

The Germkill Processor typically lasts till 1500 liters of water is purified. You need to replace

the battery when the Germkill Germkill Life Indicator turns fully red.

Advanced Auto Switch-off: An additional assurance of safety

Always change battery when Germkill Life Indicator turns fully red. Or else, as an additional

assurance of safety, Pureit's advanced auto switch-off mechanism senses that the purifier has

stopped purifying water and automatically switches off the supply of Pureit water, causing

purifier to overflow from the front. This ensures no member of your family accidently

consumes water that may no longer be safe for drinking.
http://www.pureitwater.com/pureit_user/battery_kit.asphttp://www.pureitwater.com/pureit_user/battery_kit.asp


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Feature Comparison

Compared with other available water purification methods, Pureit is by far the best option, in

terms of safety, convenience and affordability.

The above table shows that Pureits initial price of Rs. 2000b and the ongoing price of only

Re. 1 for 4 litres of water is the most competitive offer in the market. This is because Pureit

doesnt need expensive gas, doesnt need electricity, doesnt need maintenance and saves on

medical bills.

Key features Pureit Boilingprocess

LeadingUV inline

purifier

Candlefilter

Removes harmful Virusesa Need to

boil for

30-40 minRemoves harmful Bacteria

a

Removes harmful Parasites

(causes amoebiasis, diarrhoea,

etc)a

End-of-life indicator

Advanced Auto Switch-off

Great taste

Improves clarity

Removes odour

Doesn't need expensive gas

Doesn't need electricityDoesn't need continuous tap

water

Doesnt need plumbing

Doesn't need an expensive

maintenance contract

Low initial cost

Low on-going cost


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Literature Review


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Theoritical Background of Customer satisfaction

Organizations are increasingly interested in retaining existing customers while

targeting non-customers; measuring customer satisfaction provides an indication of how

successful the organization is at providing products and/or services to the marketplace.

Customer satisfaction is an ambiguous and abstract concept and the actual

manifestation of the state of satisfaction will vary from person to person and product/service

to product/service. The state of satisfaction depends on a number of both psychological and

physical variables which correlate with satisfaction behaviors such as return and recommend

rate. The level of satisfaction can also vary depending on other options the customer may

have and other products against which the customer can compare the organization's products.

Satisfaction is basically a psychological state, care should be taken in the effort of

quantitative measurement, although a large quantity of research in this area has recently been

developed. Work done by Berry, Brodeur between 1990 and 1998 defined ten 'Quality

Values' which influence satisfaction behavior, further expanded by Berry in 2002 and known

as the ten domains of satisfaction. These ten domains of satisfaction include: Quality, Value,

Timeliness, Efficiency, Ease of Access, Environment, Inter-departmental Teamwork, Front

line Service Behaviors, Commitment to the Customer and Innovation. These factors are

emphasized for continuous improvement and organizational change measurement and are

most often utilized to develop the architecture for satisfaction measurement as an integrated

model. Work done by Cronin and Taylor propose the "confirmation/disconfirmation" theory

of combining the "gap" described by Parasuraman, Zeithaml and Berry as two different

measures (perception and expectation of performance) into a single measurement of

performance according to expectation. According to Garbrand, customer satisfaction equals

perception of performance divided by expectation of performance.

The usual measures of customer satisfaction involve a survey with a set of statements

using a Likert Technique or scale. The customer is asked to evaluate each statement and in

term of their perception and expectation of the performance of the organization being

measured.

Customer satisfaction, a business term, is a measure of how products and services

supplied by a company meet or surpass customer expectation. It is seen as a key performance

indicator within business and is part of the four perspectives of a Balanced Scorecard.


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Customer Satisfaction in 7 Steps

It's a well-known fact that no business can exist without customers. It's critical that

you form a close working relationship with your client, customer service is of vital

importance. What follows are a selection of tips that will make your clients feel valued,

wanted and loved.1 . Encourage Face-to-Face Dealings .

This is the most daunting and downright scary part of interacting with a customer. If

you're not used to this sort of thing it can be a pretty nerve-wracking experience. Rest

assured, though, it does get easier over time.

2 . Respond to Messages Promptly & Keep Your Clients Informed

We all know how annoying it is to wait days for a response to an email or phone call.

It might not always be practical to deal with all customers' queries within the space of a few

hours, but at least email or call them back and let them know you've received their message

and you'll contact them about it as soon as possible. Even if you're not able to solve a

problem right away, let the customer know you're working on it.

3 . Be Friendly and Approachable

A fellow Site Pointer once told me that you can hear a smile through the phone. This

is very true. It's very important to be friendly, courteous and to make your clients feel like

you're their friend and you're there to help them out.

4 . Have a Clearly-Defined Customer Service Policy

There's nothing more aggravating for a client than being passed from person to

person, or not knowing who to turn to. So make sure your customer service policy is present

on your site -- and anywhere else it may be useful.

5 . Attention to Detail (also known as 'The Little Niceties')

Even if it's as small as sending a Happy Holidays email to all your customers, it's

something. It shows you care; it shows there are real people on the other end of that screen or

telephone; and most importantly, it makes the customer feel welcomed, wanted and valued.

6 . Anticipate Your Client's Needs & Go Out Of Your Way to Help Them OutSometimes this is easier said than done! However, achieving this supreme level of

understanding with a companies clients will do wonders for the company working

relationship.

7. Honor Your Promises

It's possible this is the most important point. The simple message: when you promise

something, deliver. The most common example here is project delivery dates.


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Objectives


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Objectives

1. To find out the peoples perception about Pureit.2. To find out whether people were really aware of pureit.3. To find out how people think about Pureit.4. To find out what respondents expect from Pureit.5. To understand Consumer buying behavior.6. To come out with conclusion and suggestion based on the analysis and the

interpretation of data.


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Research Methodology


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Research Methodology

The purpose of methodology is to describe the process involved in research work.

This includes the overall research design, data collection method, the field survey and the

analysis of data.

a) Sample Design

Survey. A sample of 100 customers.

b) Research Design

Detailed and structured questionnaire was designed. The questionnaire was designed

to get information from customers about their satisfaction and overall opinion about

Hindustan Unilever Limited Product Pure It. The methodology developed was Primary and

Secondary research.

c) Data Collection.

Primary dataPrimary data are those which are collected as fresh and for the first time and thus happen

to be original in character. It was collected through questionnaire and personal interviews.

Secondary dataThe secondary data are those which have already been collected by someone else and

which have already been through the statistical process. The data were collected in the form

of company profile and produce profile from the web sites. Some of the books were referred

for theoretical concepts.

Field of Survey:The field work for the survey was conducted in Kurnool City. The exercise involved was

filling out the questionnaire by customers.

AnalysisThe important factors and datas collected were sequentially analyzed and graphed.


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Limitations


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Limitations

1. The project span is for 45 days only, its too short period to go much depth.2. More emphasis on Hindustan Unilever Limited Water Zone Product Pureit only not

on other competitor products.

3. Time is the major constraint in the study4. Research is done only in Kurnool City only.5. Respondents Fatigue.6. Researcher inexperience.


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Data Analysis&

Interpretation


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1. Gender of the Respondents?Gender No. of Respondents Percent

Male 34 34%

Female 66 66%

Total 100 100%

Interpretation:

The total no. of respondents included in the research is 100.The percentage of male

respondents was found to be 34% and 66% of the respondents were females.


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1. Gender Of The Respondents

0

10

20

30

40

50

60

70

Male

Female

34

66

Gender


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2. How do you come to know about HUL pureit? Source of information No. of Respondents Percentage %

Friends/Family members (F/F) 26 26%

TV Advertisement 22 22%

News Paper and Magazines 21 21%

Cold Calls (CC) 31 31%

Total 100 100%

Interpretation:

The HUL Pure it is known to the respondents generally through four sources. The

percentage of respondents who came to know about HUL Pure it through their friends or

family members (F/F) is 26%, whereas 22% of peoples knows this product through TV

advertisement. The Newspaper and Magazines are the source of information for 21%

respondents and 31% of people came to know about HUL Pure it through cold calls (CC)

made by companys pure water experts (PWE).


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2. How do you come to know about HUL Pureit?

0%

5%

10%

15%

20%

25%

30%

35%

F/F TV Np&M CC

26%

22% 21%

31%

Source of Information


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3. How do you rate pureit?Rating No. of consumers Percentage

Excellent 65 65%

Good 20 20%

Satisfactory 10 10%

Poor 5 5%

Total 100 100%

Interpretation:

From the above table it is observed that the most of the respondents says that the product

is excellent, 230% and 10% says that the product is good and satisfactory the remaining 5%

says that the product is poor.


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3. How do you rate pureit?

0%

10%

20%

30%

40%

50%

60%

70%

Excellent Good Satisfactory Poor

65%

20%

10%5%

Respondents Rating on the product

Percentage


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4. Are you satisfied with the colours available?Satisfaction by colors No. of consumers Percentage

Yes 70 70%

No 30 30%

Total 100 100%

Interpretation:

The colours offered by the HUL for pureit has satisfactory attraction on the customers.

70% of the respondents has responds as YES and are satisfied with the colours available in

pureit the remaining 30% are not satisfied by the colours which are available.


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4. Are you satisfied with the colours available?

0%

20%

40%

60%

80%

Yes

No

70%

30%

Satisfaction with colours available for

pureit

Percentage


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5. Are you satisfied with the changing procedure of Pure It, Battery?Mode No. of consumers Percentage

Satisfied 56 56%

Neither Satisfied nor Dissatisfied 28 28%Dissatisfied 16 16%

Total 100 100%

Interpretation:

The respondents who are satisfied with the procedure are 56% and 28% of respondents dont

have any affect with the change of the procedure. It also seen that the 16% respondents are

not satisfied with the changing procedure of the pureit battery.


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5. Are you satisfied with the changing procedure of Pure It, Battery?

56%

28%

16%

0% 10% 20% 30% 40% 50% 60%

Satisfied

Neither Satisfied nor Dissatisfied

Dissatisfied

changing procedure of Pureit BatteryPercentage


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6. How do you find Pure It prices as compared to other water purifiers?Mode No. of Respondents Percentage

Excellent 50 50%

Good 20 20%

Satisfactory 18 18%

Poor 12 12%

Total 100 100%

Interpretation:

The HUL Pureit price is very reasonable compare to other purifiers according to the

respondents 50% think that the price is excellent and 18% think that the price is satisfactory.


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6. How do you find Pure It prices as compared to other water purifiers?

0%

20%

40%

60%

ExcellentGood

SatisfactoryPoor

50%

20%18%

12%

Price factor compare to other purifier

Percentage


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7. Will you recommend Pure It to others?Rate No. of consumers Percentage

Always 40 40%

Often 33 33%

Rarely 19 19%

Never 8 8%

Total 100 100%

Interpretation:

From the above table we can see that the 40% of the respondents are recommending

to others always and 19% of the respondents rarely recommending the others about pureit.

But 33% of the respondents oftenly recommending the pureit to others and 7% are never

recommending the produt to others.


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7. Will you recommend Pure It to others?

0%

20%

40%

AlwaysOften

RarelyNever

40%

33%

19%

8%

Recommendation to others

Percentage


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8. Are stores conveniently located?

Rate No. of consumers Percentage

Yes 63 63%No 37 37%

Total 100 100%

Interpretation:

From the above table we can observe that the 63% of respondents are illustrating that

the stores are conveniently located but the remaining 37 says that the stores are conveniently

not located.


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Yes

63%

No

37%

Stores located conveniently

8. Are stores conveniently located?


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9. From how many years are you using the product?Information received No. of Respondents Percent

01 year 35 35%

23 years 40 40%

4more years 25 25%

Total 100 100%

Interpretation:

From the above table it is found that the majority of the customers are using Pureit for 2

3 years and 35% of the respondents using pureit since 0-1 year and 25% of respondents using

it from more than 4 years. It shows that the there is an improvement in the selling of the

product as the customers are satisfied with the product service.


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0%

5%

10%

15%

20%

25%

30%

35%

40%

01 year 23 years 4more years

35%

40%

25%

Customer of Pureit since

Percent

9. From how many years are you using the product?


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10.Overall, what would be the most important factor in choosing Pure It?

Information received No. of Respondents Percent

Price48 48%

Features Benefit 13 13%

Brand 17 17%

All 22 22%

Total 100 100%

Interpretation:

The HUL Pureit has a good impact on customers, as 22% of the respondents think that all

are the factors are important for them. While the majority of the respondents think that price

is an important factor in choosing the Pureit and 17% of respondents responds it as brand is

the factor for them to choose the product.


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10. Overall, What would be the most important factor in choosing Pure It?

Price

48%

Features Benefit

13%

Brand17%

All

22%


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Findings&Suggestions


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Findings

1. HUL should continue to maintain the standard of the product and improvise theirservices on Pure It.

2. HUL should look into the matter of battery replacement of Pure IT.3. HUL should have more dealers for its product Pure It.4. HUL has created goodwill among the customers which will help them to recommend

their products to their friends and relatives.5. Mostly Respondents prefers the product due to the factor of low price and it is also

came to know that the companies image is also a main factor for buying the product.


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Suggestions

After conducting the survey and knowing the market, I realized that:

The company should keep in mind the need of customer.

The Company should know its customers satisfaction level throughout doing periodic

surveys. Periodic surveys can treat customer satisfaction directly.

The store are not convenient, the HUL should open the store by finding where more

demand is, and also where the demand can be increase.

The HUL should offer some more colours as many of the respondents feels the

colours available are not satisfactory.

Still there are some respondents who are waiting for better technology in Pureit, The

HUL should take necessary improvement according to the customer thoughts.


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Conclusion


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Conclusion

It has been observed that most customers are satisfied with the product but are not

happy with the after sales services due to lack of sutable store where they get the Pure It

Battery, of which is the matter of concern for the Hindustan Unilever Limited(HUL). HUL

needs to improve some part of product specifically the changing procedure system of the

battery keeping in mind it as weak point. High customer satisfaction level helps the company

to retain its existing customer as well as generate new customer through word to mouth

publicity.

Customer satisfaction index is a good tool to make improvements in the products and

services of the company. And therefore should utilize carefully & kept as confidential as

possible.


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Questionnaire&Bibliography


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Questionnaire

As I am conducting a survey on Hindustan Unilever Ltd brand. I would like you to

spare a few minutes and share your views on Pureit Water Purifier. Your honest opinions,

comments and suggestions are extremely important for completing my survey.

Name:-______________________________ Contact:-______________

1. Gender of the Respondents? { }

(a) Male (b) Female

2. How do you come to know about HUL pureit? { }

(a) Friends/Family members (F/F) (b) TV Advertisement

(c) News Paper and Magazines (Np/M) (d) Cold Calls (CC)

3. How do you rate pureit? { }

(a) Excellent (b) Good (c) Satisfactory (d) Poor

4. Are you satisfied with the colours available? { }

(a) Yes (b) No

5. Are you satisfied with the changing procedure ofPure It, Battery? { }

(a) Satisfied (b) Neither Satisfied nor Dissatisfied (c) Dissatisfied

6. How do you find Pure It prices as compared to other water purifiers? { }

(a) Excellent (b) Good (c) Satisfactory (d) Poor

7. Will you recommend Pure It to others? { }

(a) Always (b) Often (c) Rarely (d) Never

8. Are stores conveniently located? { }

(a) Yes (b) No

9. From how many years are you using the product? { }

(a) 01 Year (b) 23 Years (c) 4More years


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10. Overall, what would be the most important factor in choosing Pure It? { }

(a) Price (b) Features Benefit (c) Brand (d) All

11. What is the Status of your Product? { }

(a) In Warranty (b) Out of Warranty

12. Any suggestion with reference to the Product and services from your point of view to the

companys improvement?

___________________________________________________________________________

___________________________________________________________________________

___________________________________________________________________________

Sign Date: / / 2011

Thank You for your prestigious time.


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Bibliography

Books referred:

Marketing Management by Philip Kotler & Keller.

Websites Visited:

www.hul.co.in

www.pureit.co.inwww.wekipedia.com

www.marketingworld.com

pureit customer satisfaction

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