Chapter4Data Collection &

Analysis

SWOT Analysis

Strengths:

1- Pioneer in the industry, largest market share and capitalization.

2- Reputation for value for money(Competitive pricing), convenience and a wide range

of products all in one store.

3- Highly Strategic human resource management and development. It invests time and

money in training people, and retaining them.

4- Being financially strong helps deal with any problems, ride any dip in profits and out

perform their rivals.

5- Development and Innovation are high with regards to it products and consumer

preferences and lifestyle changes which keep its ahead of its competitors.

Weaknesses:

1- It does not function internationally, which has an effect on success, as they do not

reach consumers in overseas markets.

2- Each business line faces competition from specialty companies.

Opportunities:

1- Huge untapped market(The Indian middle class is already 30 Crore & is projected to

grow to over 60 Crore by 2010 making India one of the largest consumer markets of

the world).

2- To take over, merge with, or form strategic alliances with other global retailers,

focusing on specific markets

3- Opportunities exist to continue with its current strategy of large, super centers.

Threats:

1- A slow economy or financial slowdown could have a major impact on business and

profits.

2- Consumer lifestyle changes could lead to less of a demand for products/services.

3- The actions of a competitor could be a major threat against it for instance, if they

bring in new technology.

ANALYSIS

4.1 Do you think that company provides a systematic process to re-establish relationship

with you?

FULLY DISAGREE 5DISAGREE 5NEITHER AGREE NOR DISAGREE 10AGREE 20FULLY AGREE 10

10% 10%

20%

40%

20%

FULLY DISAGREEDISAGREENEITHER AGREE NOR DISAGREEAGREEFULLY AGREE

INTERPRETATION: This chart states that 10% of the customers are fully disagree, 10%

disagrees, 20% neither agree nor disagree, 40% agrees and 20% fully agree that

there is a systematic process in the company to re-establish relationship.

4.2 Do you think that our user interface is easy?

FULLY DISAGREE 6DISAGREE 2NEITHER AGREE NOR DISAGREE 4AGREE 30FULLY AGREE 10

12% 4%8%

60%

20%

FULLY DISAGREEDISAGREENEITHER AGREE NOR DISAGREEAGREEFULLY AGREE

INTERPRETATION: This chart states that 12% of the customers are fully disagree, 4%

disagrees, 8% neither agree nor disagree, 60% agrees and 20% fully agree that our

user interface is easy

4.3 Do you think that our backup support is good?

FULLY DISAGREE 12DISAGREE 8NEITHER AGREE NOR DISAGREE 10AGREE 15FULLY AGREE 5

FULLY DISAGREE

DISAGREE NEITHER AGREE NOR DISAGREE

AGREE FULLY AGREE

0

5

10

15

20

25

30

Series1

INTERPRETATION: This chart states that 24% of the customers are fully disagree, 16%

disagrees, 20% neither agree nor disagree, 30% agrees and 10% fully agree that our

backup support is good.

4.4 Do you think that our pricing are nominal?

FULLY DISAGREE 4DISAGREE 4NEITHER AGREE NOR DISAGREE 2AGREE 10FULLY AGREE 30

FULLY DISAGREE DISAGREE

NEITHER AGREE NOR DISAGREE

AGREEFULLY AGREE

0

5

10

15

20

25

30

INTERPRETATION: This chart states that 8% of the customers are fully disagree, 8%

disagrees, 4% neither agree nor disagree, 20% agrees and 60% fully agree that our

pricing is nominal.

4.5 Do you think that our services are fast?

FULLY DISAGREE 5DISAGREE 5NEITHER AGREE NOR DISAGREE 2AGREE 12FULLY AGREE 26

10% 10%

4%

24%

52%

FULLY DISAGREEDISAGREENEITHER AGREE NOR DISAGREEAGREEFULLY AGREE

INTERPRETATION: This chart states that 10% of the customers are fully disagree, 10%

disagrees, 4% neither agree nor disagree, 24% agrees and 52% fully agree that our

services are fast

4.6 Do you think that you will be brand loyal to our company?

FULLY DISAGREE 4

DISAGREE 4

NEITHER AGREE NOR DISAGREE 8

AGREE 6

FULLY AGREE 28

FULLY DISAGREE DISAGREE

NEITHER AGREE NOR DISAGREE

AGREEFULLY AGREE

0

5

10

15

20

25

30

INTERPRETATION: This chart states that 8% of the customers are fully disagree, 8%

disagrees, 16% neither agree nor disagree, 12% agrees and 56% fully agree that they

will be brand loyal to our company.

4.7 Do you think that our customer approach is too formal?

FULLY DISAGREE 10

DISAGREE 5

NEITHER AGREE NOR DISAGREE 5

AGREE 10

FULLY AGREE 20

20%

10%

10%

20%

40% FULLY DISAGREEDISAGREENEITHER AGREE NOR DISAGREEAGREEFULLY AGREE

INTERPRETATION: This chart states that 20% of the customers are fully disagree, 10%

disagrees, 10% neither agree nor disagree, 20% agrees and 40% fully agree that our

customer approach is too formal

4.8 Do you feel that we mantain an interactive two-way communication with our

customers?

FULLY DISAGREE 6

DISAGREE 6

NEITHER AGREE NOR DISAGREE 12

AGREE 6

FULLY AGREE 20

12%12%

24%12%

40%FULLY DISAGREEDISAGREENEITHER AGREE NOR DISAGREEAGREEFULLY AGREE

INTERPRETATION: This chart states that 12% of the customers are fully disagree, 12%

disagrees, 24% neither agree nor disagree, 12% agrees and 40% fully agree that we

maintain an interactive two way communication with our customers.

4.9 Do you feel that we systematically attempt to customize product based on the value

of customer?

FULLY DISAGREE 0

DISAGREE 0

NEITHER AGREE NOR DISAGREE 10

AGREE 10

FULLY AGREE 30

20%

20%60%

FULLY DISAGREEDISAGREENEITHER AGREE NOR DISAGREEAGREEFULLY AGREE

INTERPRETATION: This chart states that 20% neither agree nor disagree, 20%

disagrees and 60% fully agree that we systematically attempt to customize product

based on the value of customer

4.10 Do you think we have a good client management system?

FULLY DISAGREE 0

DISAGREE 0

NEITHER AGREE NOR DISAGREE 0

AGREE 10

FULLY AGREE 40

20%

80%

FULLY DISAGREEDISAGREENEITHER AGREE NOR DISAGREEAGREEFULLY AGREE

INTERPRETATION: This chart states that 20% of the customers agrees and 80% fully

agree that we have a good client management system.

4.11 Overall you are satisfied with the product?

FULLY DISAGREE 2

DISAGREE 4

NEITHER AGREE NOR DISAGREE 4

AGREE 20

FULLY AGREE 20

4%8% 8%

40%

40% FULLY DISAGREEDISAGREENEITHER AGREE NOR DISAGREEAGREEFULLY AGREE

INTERPRETATION: This chart states that 4% of the customers are fully disagree, 8% agrees,

8% neither agree nor disagree, 40% agrees and 40% fully agree that they are satisfied with

our product.

4.12 Would you recommend our product / service to colleagues or contacts within your industry?

FULLY DISAGREE 2

DISAGREE 2

NEITHER AGREE NOR DISAGREE 6

AGREE 20

FULLY AGREE 20

FULLY DISAGREE

DISAGREE NEITHER AGREE NOR DISAGREE

AGREE FULLY AGREE0%

10%20%30%40%50%60%70%80%90%

100%

INTERPRETATION: This chart states that 10% of the customers are fully disagree, 10%

agrees, 20% neither agree nor disagree, 40% agrees and 20% fully agree that they will

recommend our product/ services to colleagues or contacts

4.13 You would like to recommend our company to your friends/ collegues?

FULLY DISAGREE 2

DISAGREE 0

NEITHER AGREE NOR DISAGREE 8

AGREE 26

FULLY AGREE 14

4%

16%

52%

28%FULLY DISAGREEDISAGREENEITHER AGREE NOR DISAGREEAGREEFULLY AGREE

INTERPRETATION: This chart states that 4% of the customers are fully disagree, 0% agrees,

16% neither agree nor disagree, 52% agrees and 28% fully agree that they will recommend

our company to their friends/collegues

4.14 Do you think that we need an improvement in our product?

FULLY DISAGREE 4

DISAGREE 6

NEITHER AGREE NOR DISAGREE 10

AGREE 20

FULLY AGREE 10

8%

12%

20%

40%

20%

FULLY DISAGREEDISAGREENEITHER AGREE NOR DISAGREEAGREEFULLY AGREE

INTERPRETATION: This chart states that 40% of the customers are fully disagree, 12%

agrees, 20% neither agree nor disagree, 8% agrees and 20% fully agree that we need an

improvement in our products

4.15 Do you think we made attempts to attract prospects in order to coordinate

messages to our customers?

FULLY DISAGREE 8

DISAGREE 0

NEITHER AGREE NOR DISAGREE 2

AGREE 10

FULLY AGREE 30

16%4%

20%60%

FULLY DISAGREEDISAGREENEITHER AGREE NOR DISAGREEAGREEFULLY AGREE

INTERPRETATION: This chart states that 16% of the customers are fully disagree, 0%

disagrees, 4% neither agree nor disagree, 20% agrees and 60% fully agree that think we

made attempts to attract prospects in order to coordinate messages to our customers

4.16 Do you think we have a formalized procedure for cross-selling to value

customers?

FULLY DISAGREE 0

DISAGREE 0

NEITHER AGREE NOR DISAGREE 0

AGREE 10

FULLY AGREE 40

FULLY DISAGREE

DISAGREE NEITHER AGREE NOR DISAGREE

AGREE FULLY AGREE0%

10%20%30%40%50%60%70%80%90%

100%

INTERPRETATION: This chart states that 20% agrees and 80% fully agree that we have a

formalized procedure for cross selling

4.17 Do you think our management team was able to deliver you the product you

wanted to customized?

FULLY DISAGREE 0

DISAGREE 0

NEITHER AGREE NOR DISAGREE 10

AGREE 10

FULLY AGREE 30

20%

20%60%

FULLY DISAGREEDISAGREENEITHER AGREE NOR DISAGREEAGREEFULLY AGREE

INTERPRETATION: This chart states that 20% neither agree nor disagree, 20% disagrees and

60% fully agree that our management team deliveredvproduct that they wanted to

customize

4.18 Would you like to reach back to us in future?

FULLY DISAGREE 0

DISAGREE 0

NEITHER AGREE NOR DISAGREE 10

AGREE 10

FULLY AGREE 30

FULLY DISAGREE

DISAGREE NEITHER AGREE NOR DISAGREE

AGREE FULLY AGREE0

5

10

15

20

25

30

INTERPRETATION: This chart states that 0% of the customers are fully disagree, 0% agrees,

20% neither agree nor disagree, 20% agrees and 60% fully agree that will reach back us in

future.