AMinor Project ReportONCUSTOMER SATISFACTION OF PURE IT

Submitted in the partial fulfillment of the requirement forBachelor of Business Administration (2014-2017)Under the guidance ofMS. NISHA TOKASAssistant Professor, FIMT

SUBMITTED BYMANISH KUMAR12390101714BBA (G) 3rd semester

FAIRFIELD INSTITUTE OF MANAGEMENT AND TECHNOLOGYAffiliated to Guru Gobind Singh Indraprastha UniversityFIMT Campus, Kapashera, New Delhi-110037

STUDENT DECLARATION

I hereby declare that the project entitled CUSTOMER SATISFACTION OF PURE IT under the guidance of MS. NISHA TOKAS.Submitted in the partial fulfillment of degree of Bachelor of Business Administration 3rd semester from FAIRFIELD INSTITUTE OF MANAGEMENT AND TECHNOLOGY NEW DELHI.This is my original work and this project work has not formed the basis for the award of any degree to the best of my knowledge.

MANISH KUMAR12390101714

CERTIFICATE BY THE GUIDE

This is to certify that project title CUSTOMER SATISFACTION OF PURE IT is the original work of MANISH KUMAR & 12390101714 student of BBA (G) 3rd semester has been duly completed his project under my guidance and supervision up to my satisfactory level.

This work has been done in partial fulfillment of the requirement for the award of the degree of Bachelor of Business Administration from Fairfield Institute of Management and Technology, NewDelhi and has not been submitted anywhere in any other university for the award of any degree.

Ms. Nisha Tokas Asst. Professor

ACKNOWLEDGEMENT

It is pleasure to acknowledge many people who knowingly and unwillingly helped me to complete my project. First of all let me praise god for all the blessings, which carried me through all those years.

I am particularly indebted to Director Dr. R.K. Garg, Fairfield Institute of Management and Technology, which inculcated in me utmost respect for human values and groomed me up in the field of software technology to take on the challenges of the competitive world.

First & Foremost, I would like to express my regards to MS. NISHA TOKAS for his constant encouragementand support. I would also like express my immense gratitude awards all the lecturers of our college for providing the invaluable Knowledge, guidance, encouragement extended during the completion of this project.

I extended my sincere gratitude to all my teachers and guide who made unforgettable contribution due to their sincere efforts I was able to excel in the work entrusted upon me.

Signature of the student

CONTENTStudent DeclarationiCertificate by the Guide..iiAcknowledgementiiiExecutive SummaryTOPICCHAPTER-11.1 INTRODUCTION CHAPTER-22.1 OBJECTIVE2.2 PURPOSE2.3 SCOPECHAPTER-3 3.1 COMPANY PROFILECHAPTER-4 4.1 RESEARCH METHODOLOGYCHAPTER-55.1 CASE STUDYCHAPTER-66.1 FINDING OF THE STUDY6.2 LIMITATION6.3 SUGGESTION6.4 CONCLUSION6.5 BIBLIOGRAPHY6.6 ANNEXURE

CHAPTER 1

Introduction

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 demand continuous 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.

Industry Profile

Industry ProfileIn 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.

WATER PURIFIER COMPANIES IN INDIAEureka ForbesPhilipsHindustan Unilever LimitedKentUsha BritaGermanyKenstarMaharaja WhitelineOrpatZero 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. UshaShriram 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.

Company Profile

Company ProfileHindustan 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, KwalityWall'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

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 constraints on 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

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 than 5000 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.

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 peoples lives and in doing the right thing. Our PurposeAt 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 PrinciplesOur 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 GovernanceWe 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.

Product Profile

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).

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 dirt2.Compact Carbon Trap TM - removes remaining dirt, harmful parasites & pesticide impurities3. Germkill Processor TM uses '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 water5. 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.

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 TrapGermkill ProcessorPolisherRemoves 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 GermkillGermkill Life Indicator turns fully red. Advanced Auto Switch-off: An additional assurance of safetyAlways 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.

Feature Comparison Compared with other available water purification methods, Pureit is by far the best option, in terms of safety, convenience and affordability.Key featuresPureitBoiling processLeading UV inline purifierCandle filter Removes harmful Virusesa Need to boil for 30-40 min Removes harmful Bacteriaa 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 electricity Doesn't need continuous tap water Doesnt need plumbing Doesn't need an expensive maintenance contract Low initial cost Low on-going cost

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.

Literature Review

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.

Customer Satisfaction in 7 StepsIt'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 InformedWe 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 ApproachableA 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 PolicyThere'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 PromisesIt'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.

Objectives

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.

Research Methodology

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 DesignSurvey. A sample of 100 customers.

b) Research DesignDetailed 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.

Limitations

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.

Data Analysis&Interpretation

1.Gender of the Respondents?GenderNo. of RespondentsPercentMale3434%Female6666%Total100100%

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.

1.Gender Of The Respondents

2.How do you come to know about HUL pureit?Source of informationNo. of RespondentsPercentage %Friends/Family members (F/F)2626%TV Advertisement2222%News Paper and Magazines2121%Cold Calls (CC)3131%Total100100%

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).

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

3.How do you rate pureit?RatingNo. of consumersPercentageExcellent6565%Good2020%Satisfactory1010%Poor 55%Total100100%

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.

3. How do you rate pureit?

4.Are you satisfied with the colours available?Satisfaction by colorsNo. of consumersPercentageYes7070%No3030%Total100100%

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.

4. Are you satisfied with the colours available?

5.Are you satisfied with the changing procedure of Pure It, Battery?ModeNo. of consumersPercentageSatisfied5656%Neither Satisfied nor Dissatisfied2828%Dissatisfied1616%Total100100%

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.

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

6.How do you find Pure It prices as compared to other water purifiers?ModeNo. of RespondentsPercentageExcellent5050%Good2020%Satisfactory1818%Poor 1212%Total100100%

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.

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

7.Will you recommend Pure It to others?RateNo. of consumersPercentageAlways4040%Often3333%Rarely1919%Never 88%Total100100%

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 respondentsoftenly recommending the pureit to others and 7% are never recommending the produt to others.

7. Will you recommend Pure It to others?

8.Are stores conveniently located?

RateNo. of consumersPercentageYes6363%No3737%Total100100%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.

8.Are stores conveniently located?

9.From how many years are you using the product?Information receivedNo. of RespondentsPercent0 1 year3535%2 3 years4040%4 more years2525%Total100100%

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.

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

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

Information receivedNo. of RespondentsPercentPrice4848%Features Benefit1313%Brand1717%All2222%Total100100%

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.

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

Findings&Suggestions

Findings

1.HUL should continue to maintain the standard of the product and improvise their services 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.

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.

Conclusion

ConclusionIt 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.

Questionnaire &Bibliography

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) Female2. 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) Poor4. Are you satisfied with the colours available?{}(a) Yes(b) No5. Are you satisfied with the changing procedure of Pure 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) Poor7. Will you recommend Pure It to others?{}(a) Always(b) Often(c) Rarely(d) Never8. Are stores conveniently located?{}(a) Yes(b) No 9. From how many years are you using the product?{}(a) 0 1 Year(b) 2 3 Years(c) 4 More years

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 Warranty12. Any suggestion with reference to the Product and services from your point of view to the companys improvement?_________________________________________________________________________________________________________________________________________________________________________________________________________________________________Sign Date: / / 2011Thank You for your prestigious time.

Bibliography

Books referred:

Marketing Management by Philip Kotler & Keller.

Websites Visited:

www.hul.co.inwww.pureit.co.inwww.wekipedia.comwww.marketingworld.com