RESERACH METHOODOLGY

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CHAPTER I

CUSTOMER SATISFACTION

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

In a competitive marketplace where business compete for customers satisfaction is seen

as a key differentiator and increasingly has become a key element of business strategy.

The degree of satisfaction provided by the goods or services of a company as measured

by the number of repeat customers.

Customer satisfaction refers to the extent to which customers are happy with the products

and services provided by a business. Customer satisfaction levels can be measured using

survey techniques and questionnaires. Gaining high levels of customer satisfaction is very

important to a business because satisfied customers are most likely to be loyal and to

make repeated orders and to use a wide range of services offered by a business.

The need to satisfy customer for success in any commercial enterprises is very obvious.

The income of all commercial enterprises is derived from the payments received for the

products and services to its external customers. Customers are the sole reason for the

existence of commercial establishments.

ince sales are the most important goal of any commercial enterprise, it becomes

necessary to satisfy customers. !or customer satisfaction it is necessary to establish and

maintain certain important characteristics like"

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a. #uality

b. !air prices

c. Good customer handling skills

d. $fficient delivery

e. erious consideration of consumer complaints.

atisfaction is the feeling of pleasure or disappointment attained from comparing a

products perceived performance %outcome& in relation to his or her expectations. If the

performance falls short of expectations, the customer is dissatisfied. If the performance

matches the expectations, the customer is satisfied. If the performance exceeds

expectations, the customer is highly satisfied or delighted.

Customer satisfaction can help your business to achieve a sustainable competitive

advantage. It's about understanding the way a customer feels after purchasing a product

or service and, in particular, whether or not that product or service met the customer's

expectations.

Customers primarily form their expectations through past purchasing experiences, word(

of(mouth from family, friends and colleagues and information delivered through

marketing activities, such as advertising or public relations. If the customer's expectation

isn't met, they will be dissatisfied and it's very likely they will tell others about their

experience. The usual measures of customer satisfaction involve a survey with a set of

statements using a )ikert Technique or scale. The customer is asked to evaluate each

statement in terms of their perception and expectation of performance of the service

being measured.

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Customer is the king, this is all the more apt for today*s business environment where, all

other factors remaining more or less constant, it is the value addition to the customer that

is making all the difference.

+e conduct a customer satisfaction survey, what you ask the customer is important. ow,

when, and how often you ask these questions are also important. owever, the most

important thing about conducting a customer satisfaction survey is what you do with their

answers.

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COMPANY PROFILE

industan -nilever )imited %-)& is India*s largest !ast oving Consumer Goods

Company, touching the lives of two out of three Indians with over /0 distinct categories

in ome 1 2ersonal Care 2roducts and !oods 13everages. The company4s Turnover

is5s. /0, /67 crores %for the 89 month period(:anuary 8, /00; to arch 68, /007&.

-) is a subsidiary of -nilever, one of the world4s leading suppliers of fast moving

consumer goods with strong local roots in more than 800 countries across the globe with

annual sales of <=0.9 billion in /00;. -nilever has about 9/> shareholding in -).

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industan -nilever was recently rated among the top four companies globally in the list

of ?Global Top Companies for

@ssociates,in partnership with !ortune magaAine and the 53) Group. The company was

rankednumber one in the @sia(2acific region and in India. The mission that inspires

-)*s more than 89,000 employees, including over 8,=00managers, is to ?add vitality

to lifeB. The company meets every day needs for nutrition, hygiene, and personal care,

with brands that help people feel good, look good and get more out of life. It is a mission

-) shares with its parent company, -nilever, which holds about 9/ > of the equity.

-)4s brands(( like )ifebuoy, ove, urf $xcel, 5in, +heel, !air 1 )ovely, unsilk,

Clinic, Close(up, 2epsodent, )akme, 3rooke 3ond, Dissan, Dnorr, @nnapurna, Dwality(

+alls ( are household names across the country and span many categories ( soaps,

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

culinary products. They are manufactured in over 69 factories, several of them

in backward areas of the country. The operations involve over /,000 suppliers and

associates. -)*sdistribution network cov=ers E.6 million retail outlets including direct

reach to over 8million

-)4s 2roFect hakti is a rural initiative that targets small villages populated by less than

9000 individuals. Through hakti, -) is creating micro(enterprise opportunities

for rural women, thereby improving their livelihood and the standard of living in rural

communities. hakti also provides health and hygiene education through the hakti

ani programme.The program now covers 89 states in India and has over =9,000 womene

ntrepreneurs in its fold, reaching out to 800,000 villages and directly reaching to

over three million rural consumers.

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ove is a personal care product produced by -nilever. ove came into existence

in 879H as a beauty soap bar. It was clinically proven to be milder for dry sensitive skin.

alf of the women across the world have dry skin. ove provides a wide range of

cleansing and personal care that would really make a difference to the condition and feel

of hair and skin. It has a host of products across the face, hair and skin categories

Products

The main ove products are moisturiAing body(wash, deodorants, facial cleansers, body

lotions, tools, shampoos and conditioners that would enable them to bring out their true

inner beauty.

ove products are mainly concentrated in the -, $urope, -D, Canada and iddle($ast.

ove's air Care 5ange is now available in India from ay /00H.

ahooJ India Foined hands with -)'s ove to launch the hair care range in ay /00H.

The ove campaign is a good example of what internet can deliver to the brand. The hair

care range involves products like shampoos, conditioners, leave(on lotions and

revitaliAing masks. 3ut it does not seem to have any immediate competition in terms of

damage therapy and damage repair.

REIVIEW OF LITERATURE

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Customer satisfactio!

KrganiAations need to retain existing customers while targeting non( customersL

easuring customer satisfaction provides an indication of how successful the

organiAation is at providing products andMor services to the marketplace.

Nindustan unilever limited offers dove. ove soap, which was launched by unilever, has

been available in India since 8779. It provides a refreshingly real alternative for women

who recogniAe that beauty is not simply about how you look, it is about how you

feel. ove is formulated to be ph. neutral Oph. between E.9 and H.9P and to be mild on

skin. This makes it suitable for all skin types for all seasons. +hile dove soap bar is

widely available across the country, dove body wash is available in select outlets.Q(

sita"#a$a%a&

Nove is ideal for all those who want to get rid of their dry and dead skin and get the

required amount of moisturiAer in the soap itself. ou can use this soap and over a period

of two weeks see the difference in your dry skin.

It really works and i can assure you that it's the best for ry kin and for oily skin i

would recommend 2ears Green.

+hen i was staying in Chennai i used to use green pears and could not use another soap

as it perfectly suited the climate in Chennai.

3ut now i am in 3angalore and the climate is so cold that it leaves my skin dry and dead

hence i switched to ove to find it the best for 3angalore climate. I agree that it's a little

coslty.@tleast better than the face washed available. If not for bathing at least for your

neck and face u can use K$.

It gives the required moisture and after using K$ soap if u can afford please use

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K$ moisturiAer for night use. 3efore going to sleep u can apply this.

3ut K$ as soap serves the entire purpose of dry skin so moisturiAer is not really

required.

Go grab a soap for yourself and see the difference. It does not leave a fragrance that the

entire world would know that u are using dove. It gives a pleasant smell and a strong

one.so i personally recommend it.Q R3est iewer ombilvi

The creamy effect of ove has vanished. ome years back, when the soap was Fust

launched I remember how I would wonder at its creamy impression, which it gave after

having a bath with it.

3ut this seems to be a passe now and ove appears to be a soap similar like )ux or 2ears.

It does not leave you with the softy feeling as earlier. The company recently launched

another version of the soap for giving a freshness to the users. owever with increasing

of its product line, it has failed to stick to its mother product, which managed to earn it a

good market share few years back. (( shilpi9E,

umbai, India

N+hen I saw the ad on T asking you what you use for exfoliating, I was intrigued and

later bewildered what a time(tested ultra(moisturiAing soap had to do with exfoliation of

all thingsJ

I hunted around most of the small shops and no one had heard of it in 3angalore

%strangeS&. !inally I found it in a beauty shop in the mall.

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ow, let me tell you my experience.This one has a slightly different smell but Fust as mild

as the other normal ove. The cover is different too then I realiAed it had been imported

from Germany L&The soap itself has tiny blue beads, as advertised. To get maximum

effect of this soap, rub it on your face gently and you actually feel the beads rubbing your

skin. @nd after you wash off the incredible lather, your skin does feel cleaner but not

tighter as the harsh scrubs available on the market %The wiss !ormula edicated one

literally left my face wanting for medicine. It was incredibly painful&Q

(( $lUiablo

3angalore, India

O'(ECTIVE OF STU)Y!

Primar* O+,ecti#e!

To study the customer satisfaction of ove soap.

Secodar* O+,ecti#e!

To obtain the information regarding customer preferences towards the product.

The obFectives of study are as follows"

• To identify the customer satisfaction on ove soap.

• To study the overall performance of ove in the market.

• To analyse the demand for ove soap.

•

To analyse the performance of advertisement in market.• To identify the sales force effectiveness.

HYPOTHESIS!

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@ hypothesis that the definition for beauty had narrowed and impossible to attain. ove

found that"

V :ust 8/ > of women are very satisfied with their physical attractiveness

V Knly / > of women describe themselves as beautiful

V E; > strongly agree that the media sets an unrealistic standard of beauty

V H9 > wish the media did a better Fob in portraying the diversity of women*s physical

attractiveness, including siAe and shape, across all ages

+hen the economy has a downturn women stop shopping, but for higher end items such

as shoes and purses, not beauty items. arketing in the beauty industry is mainly geared

toward women for good reason. +omen compose over 90 percent of the -nited tates

population and they influence or buy ;0 percent of products sold. These are influential

numbers for any company.

ove is the number one cleansing brand and is growing at more than /9 percent yearly.

They are doing a sixth(month rollout of their hair care line. -nilever prides itself on

advertising, announcing in /00/ a multi(million dollar advertising alliance with @K)

Time +arner. -nilever expanded a co(marketing deal with 3ally's Total !itness that

makes ove the exclusive sponsor and provider of personal hygiene products at almost

=00 3ally's fitness centers across the -. and Canada. It is a crowded market and ove

wanted to separate themselves from the other companies and brands to generate higher

sales.

-nilevers' competitors include 2roctor and Gamble, $stee )auder, )'Kreal, @von and

others. @ll of these companies are experiencing growth and healthy sales. 2roctor and

Gamble is strengthening their leadership in ealth Care and 3eauty, two of /006's largest

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growing sectors. 2roctor and Gamble has 9 billion dollar health care and beauty brands

and they acquired a sixth in /006. eaning health care and beauty sales will account for

half of the company's sales and profits. In /00/, 21G reported net sales were W80.;0

billion, up 88 percent versus /008 sales.

3eauty companies are doing well leading up to ove's launch of its Campaign for 5eal

3eauty in /00=. The number of women in the -nited tates and the influence they have

on purchasing products make them the primary audience for consumer companies like

-nilever to market towards. This combined with the results of women's issues with the

media's portrayal of women create and ideal stage to launch a campaign focused on real

women.

SCOPE!

The study is conducted t o know the cust omer sat isfaction about

various brands, the choice and satisfaction towards ove. The study covers

only a short range of operations on the study area.

)IIT@TIK"

@s research is undertaken within specific area, the data collected will not be accurate.

Customer research on particular soap will differ from those of other region. ost of

metropolitan cities uses dove soap rather than other cities. @lso the sample siAe is too

small for the research study.

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CHAPTER II

RESEARCH METHO)OLO-Y

eaning"

ata collection

a&2rimary ata b&econdary ata

ample esign

a&sampling Technique b&Target sample c&ample siAe

Meai$!

5esearch in a common parlance refers to a search for knowledge. Kne canals

define research as a scientific and systematic search for pertinent information one specific

topic. 5esearch is an art of scientific investigation. 5esearch is an academic activity and

as such the term should be used in a technical sense. the term research refers

to systematic method consist of enunciating the problem ,formulating a

hypothesis, collecting the data, analysis the facts and reaching certain conclusion either

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in a form of so lu t io n toward s t he conce rned proble m or in cer t a in

generaliAation for some theoretical formulation.

)ATA COLLECTION

The task of data collection begins after a research problem has been defined and research

design or plan chalked out. ata may be collected in two ways, there are as follows,

Primar* data!

The primary data are those data which are collected afresh and for the first time and

t hus happen t o be o r i g i na l i n cha r ac t e r . The r e s ea r che r co l l ec t s

p r i ma r y d a t a particularly in surveys and descriptive researches. !ollowings are the

various way of collecting primary data,

a & K b s e r v a t i o n m e t h o d

b & I n t e r v i e w m e t h o d

c& Thr ough ques t i onna i r e s

d & Thr ough s chedu l es , e t c .

These are the various ways the primary data's can be collected.

Secodar* data!

econdary data means data that are already available i.e., they refer to the data which

have already been collected and analyses by someone else. econdary data may either be

published data or unpublished data. -sually published data are available in,

a& arious publication of the central, state and local government

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b& arious publication of foreign government or of international bodies and

thei r subsidiary organiAations

c & Techn i ca l and t r ade F ou r na l s

d& 3ooks, magaAines and newspapers etc.,

In this proFect , data is based on primary data and i t is collected through

#uestionnaire method.

SAMPLE )ESI-N

@ ample design is a definite plan for obtaining a sample from a given population. It

refers to the technique or the procedure the researcher would adopt in selecting items for

the sample. The sample design may as well lay down the numbers of items to be included

in the sample , i.e. the siAe of the sample. ample design is determine before data are

collected

Sam.%e Tec/i0ue !

The researcher has to decide the sampling tools by determine the siAe of the sample. @

small random sample is better than a larger but badly selected sample .

Tar$et Sam.%e !

Target sample is refers to the number of respondents that we select as the target to do the

study of customer satisfaction.

Sam.%e Si1e!

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ample siAe refers to the number of items to be selected from the universe t o

cons t i t u t e o f s ampl e . t h i s i s a ma F o r p r ob l em be f o r e r e s ea r che r . The

si Ae of sample should neither be excessively large, nor too small. It should

beopt imum.@ n o p t i m u m s a m p l e i s o n e w h i c h f u l f i l l s t h e r e

q u i r e m e n t s o f e f f i c i e n y , reprentativeness, reliability and flexibility .@

research design is an arrangement of condition for collection and analysis of

data . In this s tudy only a few uni ts of populat ion where considered

for analysis .23 sample were selected to study in the chosen area.

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CHAPTER III

)o#e i Idia

ove entered the Indian market as a soap care brand 89 years ago and in the past two

years, it has been extended to the body wash and body cream categories. Currently, the

company's portfolio in India comprises beauty bars %soap& and cream. ove has been

accepted as a mild moisturiAing brand in India. The Indian market is now led by skin but

there is already a lot of ove shampoo being imported into the country. o the Indian

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consumers are aware of ove being in hair care. The features and values associated with

ove's skin care such as mildness, moisturiAing, trust etc. are extended to hair care as

well. ove hair care has moisturiAing milk Fust like its soaps and body washes. ove

products are competitively priced with the )'Kreal shampoo brands.

Tar$et Customers

To be successful, a company must provide greater customer value and satisfaction.

The present day world is a world of hype and stereotypes. The modern woman is

independent, in charge and does not have to live with her dark skin( this is the message

usually passed on by the global cosmetics and skin care companies. In such a scenario,

ove provides alternatives for women who believe that beauty comes in all shapes and

siAes. ove gives importance to how you feel rather than how you look. ove aims at

beauty irrespective of age, shape, or siAe.

Mar4eti$ Strate$*

ove's marketing is mainly through advertisements. They have been using real women in

their advertisements. Their 4Campaign for 5eal 3eauty' has been featured in maFor T

channels, newspapers like The un, The Times etc. and popular women's magaAines.

ove's revolutionary campaign was for the firming lotion which features women of all

shapes and siAes thus breaking down the stereotypic definition of beauty R tall, thin and

being fair. Their ads have created a ripple in the market with their campaign successfully

catching the fancy of both the industry and consumers as being something different.

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$arlier, the ads used celebrities to promote their beauty products. They are also not for

the super skinny models. The ove ads challenge the traditional concept of beauty.

35IGIG K-T K-5 5$@) I$5 3$@-T

This promise remains at the heart of the brand and has been extended to a number of

other products, supported by the industry*s longest(running medical program. ince the

87;0s, for example, we*ve launched a moisturiAing body(wash, deodorants, body lotions,

facial cleansers and shampoos and conditioners, giving you a comprehensive range of

solutions to bring out your true inner beauty.

5$@) 5$-)T !K5 5$@) +K$

Kur commitment to delivering real results is mirrored in our advertisements. !or over =0

years, we*ve been using real women in our ads. In @rabia, real women testimonials were

introduced more than a decade ago. Kur current global campaign for 5eal 3eauty

continues the tradition by showing real women with unconventional beauty. The award

winning campaign has established ove as an iconic beauty brand and underlines our

commitment to breaking down stereotypes and enabling women and girls in the iddle

$ast and worldwide to celebrate their unique beauty.

I K- DK+

@ccording to global studies carried out by ove across ten countries, including audi

@rabia,

• Fust 8/> of women are very satisfied with their physical attractiveness

• only /> of women describe themselves as beautiful

• E;> strongly agree that the media sets an unrealistic standard of beauty

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• H9> wish the media did a better Fob in portraying the diversity of women*s

physical attractiveness, including siAe and shape, across all ages

• ;7 > of women in audi @rabia want to change some aspect of their physical

appearance

• /;> of women and /=> of girls worldwide consider undergoing plastic surgery,

consideration of cosmetic surgery and procedures was highest in 3raAil, exico and

audi @rabia among young girls %89(8H&.

D$ !@CT

• The world*s number 8 cleansing brand with double(digit growth

• ales of over </.9 billion a year in over ;0 countries

•

Kutsells all other skin care bars combined

-IG K-5 25K-CT TK I25K$ GI$$ 1 +$))(3$IG"

-nilever brands can play an important role here. +e make effective, affordable products

that improve health, hygiene and well(being. @s one of the world's leading consumer

goods companies, we can use our expertise in marketing and delivering campaigns to

reach large, diverse populations and achieve a lasting impact on everyday behaviours.

Kne brand which demonstrates this is )ifebuoy soap. It is also one of -nilever's fastest(

growing brands R it has achieved double digit(growth over /080(8/. It is a good example

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of how brands that help to address social challenges can build brand equity and grow

their business.

+e have made good progress towards our goal. )ifebuoy and ove have extended

existing partnerships and developed new ones. Kur oral care brands are set to meet their

target much earlier than planned. +e have also gained a better understanding of the

impact of our hand washing programmers.

+e have started to explore how we can develop a more systematic approach to water,

sanitation and hygiene issues by piloting a sanitation programmer between our omestic

toilet cleaner brand and partners -IC$! and the +orld Toilet KrganiAation. This will

enable us to take a more systematic approach to improving health through a concerted

effort around clean water, sanitation and hygiene in future.

The biggest challenge we face across all our targets is to scale(up programmes cost(

effectively. !orming the right partnerships with governments, GKs and other experts is

helping us. 3ut to reach our ambitious targets, we need to move faster to widespread

implementation.

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CHAPTER IV

ANALYSIS OF )ATA COLECTION

@nalysis mean the computation of certain indices or measure along with s ea rc h i ng

f o r pa t t e r ns o f r e l a t i ons h i p t ha t ex i s t among t he da t a g r oups .

@ na l ys i s , particularly in case of survey or experimental data, involves estimating the

valuesof

u n k n o w n p a r a m e t e r s o f t h e p o p u l a t i o n a n d t e s t i n g t h e h y p o t h

e s e s f o r d r a w i n g inferences.In this study, the data's are analyAed based on

percentage method.

PERCENTA-E METHO)!

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2ercentages are often used in data presentation for they simplify numbers ,reducing all of

them to a 0 to 800 range. Through the use of percentages, the data are re duc ed in the

s t anda r d f o r m wi t h bas e equa l t o 800 whi ch f ac t f ac i l i t i e s r e l a t i ve

comparisons. +hile using percentages, the following rules should kept in

view by researchersL a& Two o r m or e p erc en ta ge s mus t n ot be av er ag ed

u n le s s each is we ig h t ed b y th e group siAe from which it has been derived.

b & - s e o f t o o l a r g e p e r c e n t a ge s h o u l d b e a v o i d e d , s i n c e a l a r

g e p e r c e n t a g e i s difficult to understand and tends to confuse, defeating the very

purpose for which percentage are used&2ercen tage hide the bas e from which they

have been computed . If this is not kept in view, the real differences may not be

correctly read

.d&2ercentage decreases can never exceed 800 per cent and as such for

calculating the percentage of decrease, the higher figure should invariably be

taken as the base.

Aa%*sis ad Iter.retatio!

In the previous chapter attempt have been made to define, discuss and identify the

consumer satisfaction .in this chapter various particulars, information and observation

and their critical analysis to arrive at Fudicious conclusion and to finally evolve consumer

preference are given. The study is spread over a sample siAe of 800 respondents in

velachery for the purpose of conducting study areas respectively.

5"5 T a+%e s/o6i$ t/e c%assificatio of a$e

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@ge o of 5espondent 2ercentage %>&

0(/0 6 E

/8(60 86 =E

60(=0 ; /;

@bove =0 E /0Total 60 800

Chart showing classification of respondent on basis of @ge

No of Respondent

0-20

21-30

30-40

Above 40

Iter.retatio!

!rom the above chart E> of respondent are between the age group of less than /0, =E>

of respondent are belongs to /8(60, /; of respondent are between 68(=0 and /0> of

respondent are between =8 and above.

5"7 T a+%e s/o6i$ t/e c%assificatio of a$e

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Gender o of 5espondent 2ercentage

!emale /9 ;=

ale 9 8E

Total 60 800

Chart showing classification of respondent on basis of Gender

Female

No of Respondent

Percentage

Iter.retatio!

!rom above chart ;=> of respondent are female and 8E> of respondent are male

5"2 T a+%e s/o6i$ t/e c%assificatio of occu.atio

Kccupation o of 2ercentage%>

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respondent &

tudent 9 8H

$mployee 8; E0

omemaker 9 8H

other / E

Total 60 800

Chart showing classification of respondent on basis of Kccupation

No of respondent

Stdent

!"p#o$ee

%o"e"a&er

ot'er

Iter.retatio!

!rom the above chart 8H> of respondent are students, E0> of respondent are employee,

8H> of respondent from homemaker and E> were other.

8.= Ta+%e s/o6i$ t/e c%assificatio o t/e +asis of differet t*.es of )o#e

Type o.of respondent 2ercentage%>&

2urely 2ampering hea 9 8E

+hite 3eauty 3ar 89 90

2ink 3eauty 3ar ; /H

Gentle $xfoliating 3eauty 3ar / H

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Total 60 800

Chart showing classification of respondent on basis of different types of ove

No.of respondent

Pre#$ Pa"per(ng

S'ea

*'(te +eat$ +ar

P(n& +eat$ +ar

,ent#e !fo#(at(ng

+eat$ +ar

Iter.retatio!

!rom the above chart 8E> of respondent like 2urely 2ampering hea ,90> of respondent

like +hite 3eauty 3ar, /H> of respondent like 2ink 3eauty 3ar, and H> of respondent

like Gentle $xfoliating 3eauty 3ar and other types.

5"8 Ta+%e s/o6i$ #arious 6a*s t/at t/e res.odet came to 4o6 a+out )o#e soa.

arious ways o of 5espondent 2ercentage%>&@dvertisements 86 =6

5adio / H

+ord of mouth = 86

2oint of sale 6 80

oarding ; /H

Total 60 800

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Chart showing classification of respondent on basis of came to know about ove soap

No of Respondent

Advert(se"ents

Rad(o

*ord of "ot'

Po(nt of sa#e

%oard(ng

Iter.retatio!

!rom the above chart =6> of respondent come to know about ove soap through

advertisement,H> of respondent know through 5adio,86> of respondent know through

+ord of mouth, 80> and /H> from hoarding and promotional.

8.E Ta+%e s/o6i$ t/e reaso for +u*i$ )o#e Soa.

5eason o of 5espondent 2ercentage%>&

2erfume H /6

Colour 9 8H

)onglasting / H

2rotect kin 8E 96

Total 60 800

Chart showing reason for buying ove oap

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No of Respondent

Perf"e

.o#or/ong#ast(ng

Protect S&(n

Iter.retatio!

!rom the above chart /6> of respondent prefer perfume , 8H> of respondent prefer

colour,H> of respondent prefer long lasting and 96> of respondent prefer protect skin by

ove oap.

8.H Ta+%e s/o6i$ t/e offer t/at if%uece t/e res.odet i se%ecti$ )o#e soa.

Kffer 5es pondent 2ercentage%>&

iscounts offer 8; E0

3uy one get one = 86

Combo pack E /0

Kther / H

Total 60 800

Chart showing the offer that influence the respondent in selecting ove soap

28



No of Respondent

(sconts oer

+$ one get one

.o"bo pac&

t'er

Iter.retatio9

!rom the above chart E0> of respondent select for discounts offer , 86> of them select

for 3uy one get one free,/0>of them select for combo pack, H> of them select for other

offers.

8.; Ta+%e s/o6i$ differet o.iio a+out t/e .rice of )o#e soa.

2rices o of 5espondent 2ercentage%>&

5easonable 87 E6

Costly 7 60

Cheaper / H

Total 60 800

Chart showing different opinion about the price of ove soap

29



No of Respondent

Reasonab#e.ost#$

.'eaper

Iter.retatio!

!rom the above chart E6> of respondent feels prices are reasonable, 60> of respondent

feels prices are costly, and H> of them feel its cheaper.

8.7 Ta+%e s/o6i$ usua% .urc/ase of si1e of )o#e soa.

iAe o of 5espondent 2ercentage%>&

800g 8H 9H

/00g ; /H

600g 9 8E

Total 60 800

Chart showing usual purchase of siAe of ove soap

30



No of Respondent

100g

200g

300g

8.53 Ta+%e s/o6i$ detai% /o6 ofte res.odet .urc/ase )o#e Soa.

Kften 2urchase o of 5es pondent 2ercentage%>&

+eekly ; /H

onthly 80 66

Kccasionally 7 60

aily 6 80

Total 60 800

Chart showing detail how often respondent purchase ove oap

31



No of Respondent

*ee&#$

ont'#$ccas(ona##$

a(#$

Iter.retatio!

!rom the above chart /H> of respondent buy ove soap weekly,66> of them but

monthly,60>of them buy occasionally and 80> of them daily.

CHAPTER V

32



FIN)IN-S!

• 9;> of respondent are between the age group of 0(/0.

• EE> of respondent are female.

• 0> of respondent are professional.• E;> of respondent purchase ove soap regularly.

• 60> of respondent like +hite beauty 3ar

• =;>of respondent come to know about ove soap through advertisement.

• E/> of respondent prefer quality for buying ove soap.

• H=> of respondent feel that the price of is reasonable.

• =/> of respondent spend below 5s.800 for purchasing ove soap.

• 6;> of respondent buy ove soap occasionally.

• 60> of respondent select ove soap for taste.

• H0> of respondent says that the sales of ove soap does not fall.

• 7=> of respondent says that the ove soap is easily available in the market.

• 6;> of respondent suggest to create brand awareness.

SU--ESTIONS!

• Improving the taste and also giving more brand can attract more

customer the company can improve their brand image.

• The company may give more offer and discount to increase sales.

• The can provide ove soap in low cost.

CONCLUSION!

33



ove has helped women to feel good. This good feeling from within helps one to

attain more out of life by making them more confident and raising their self(esteem.

They can embrace life with sincerity. It helps women feel beautiful from the inside

out rather than from the outside in. ove aims at beauty at every age. ove helps a

woman to celebrate her own inner beauty.

'I'LIO-RAPHY!

• 5esearch methodology book ( C 5 Dothari

• www.google.com

• www.dove.com

• www.hindubusinessline.com

• www.dove.ca

• www.unilever.com

• www.behindthebuAA.com

• www.doveselfesteemfund.com

34

http://www.dove.com/


http://www.hindubusinessline.com/

http://www.dove.ca/

http://www.unilever.com/

http://www.behindthebuzz.com/

http://www.doveselfesteemfund.com/


http://www.hindubusinessline.com/

http://www.dove.ca/

http://www.unilever.com/

http://www.behindthebuzz.com/

http://www.doveselfesteemfund.com/



ANNE:URE

CUSTOMER SATISFACTION SURVEY

ample copy of questionnaire"

KbFective" To study the Customer satisfaction of ove soap

8. ame"

/.Gender"

6.Kccupation"

=.)ocation %@ddress and Contact info&"

9.@ge"

35



8& ave you ever used ove soapS

X es

X o

/& If yes, it is because"

X 2erfume

X Colour

X )ong lastingX ygienic

X 2rotect skin6& +hat is the most attractive thing that would make you prefer ove over

competitive productsS=& ou came to know about ove soap from"

• ewspaper advertisements

• 5adio

• T advertisements

• +ord of mouth

• 2oint of sale

• Kther source

9& oes celebrity endorsement prompt you to purchase ove oapS

• es

• o

E& +hich of the offers available influence you the most to purchase ove oapS

• iscounts offer

• 3uy one get one

• Combo pack

• KtherY

H& ave you tried new variants of ove soap after viewing the advertisementsS

• es

• o

36



;& Is ove oap easily available to youS

• es

• o

7& +hich type of ove oap you like the mostS

• 2urely 2ampering hea

• +hite 3eauty 3ar

• 2ink 3eauty 3ar

• Gentle $xfoliating 3eauty 3ar

80& !rom where do you usually purchase ove oapS

• earby tore

• 5etail tore• +hole eller

88& +hat is the siAe of the ove oap you usually purchaseS

• 800g

• /00g

• 600g

8/& ow frequently you purchase ove oapS

• $very +eek

• $very fortnight

• $very month

• Kccasionally

Note! T/e iformatio co%%ected 6i%% +e 4e.t cofidetia% ad used o%* for researc/

.ur.ose

37



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