Customer Satisfaction Towards

Fastrack Watches and Dove Soaps

Submitted By:
Submitted to: Manish Sharma
Dr. Arvind Kaur Shresth Kapoor
Birdie
 Outline
Introduction
Research Methodology
Limitations of Survey
Objectives of the Study
Analysis and Interpretation
Findings
Suggestions and Recommendations
Conclusion
References
 Introduction of Fastrack
Watches
Fastrack was launched in 1998
as a sub-brand of Titan. With a
vision to become a complete
fashion brand for the youth,
Fastrack quickly extended its
footprint to sunglasses in 2005
& then Bags, Belts & Wallets in
2009.
The first Fastrack store was
opened in Pune in 2009; which
has now grown to over 150
stores.
 Introduction of Dove Soaps
Dove is a personal care brand
owned by Unilever originating in
the United Kingdom.
Dove products are
manufactured in Argentina,
Australia, Brazil, Canada, China,
Germany, India, Indonesia, Israel,
Ireland, Mexico, Netherlands,
Pakistan, Philippines, South
Africa, Thailand, Turkey and
United States. The products are
sold in more than 80 countries
and are offered for both women
and men.
The Dove trademark and brand
name is currently owned by
Unilever.
 Research and Methodology
The study is exploratory in nature, it consists primary as
well as secondary data.
Convenience sampling techniques used for data
collection
The study is conducted in city of Gurgaon in ISM
College, Gurgaon.
Total 20 respondents were interviewed with help of
Questionnaire and personal interview.
Secondary data has been collected from, articles,
company website, research papers, etc.
 Objective of the study for Dove
Soaps
To know the socio-economic profile of the consumers of
the Dove soap.
To determine the most influencing factor in the
purchase of the Dove soap.
To know the source of influence in the purchase of Dove
soap
To know the pattern of usages of the Dove soap.
To study the satisfaction of the consumers towards the
Dove soap based on the various products .
 Objective of the study for
Fastrack watches
To understand the existing product quality in Fastrack
watches.
To investigate whether the product quality of Fastrack
watches is capable of addressing all demands made by
customer.
To identify the difference between Expectation &
Perception of customers in product quality offered by
Fastrack watches.
To understand about the customer satisfaction for
Fastrack watches
 Limitations of Study

20 respondents cannot represent the population, as a whole.

So the findings may be biased.
Time plays a havoc role in data collection. So, the sample is
restricted to 20.
Chances of biased responses from the customers,
The area of Survey is Restricted to only Students of ISM
college.
 Analysis and Interpretation of
Dove Soap
Q1. Which among the following you use for body
wash?
120
100
100
Product Total Percent
Respondent age 80
s 60
Body Gel 0 0% 40
Body Soap 20 100%
20

0
Total Respondents 0
Body Soap Body Cream

Interpretation: From above we can easily Identify that all 20 respondents we have used
for this survey are using Body Soaps for there body wash.
 Q2. Have you ever tried Dove Soap?
120

100

Total Percentage 80
Respondent 60
s
40
Yes 20 100
20
No 0 0
0
Category 1
Yes No

Interpretation: From above we can easily analyze that all our respondents have
tried dove soaps at least once.
 Q3. Which soap you prefer the most
among the following?
Brand No. of Percentage
Respondents
Dove 9 45% 5%
5%

Dove
Lux 5 25% Lux
20%
Pears
Pears 4 20% 45%
Nivea
Lifebouy
Nivea 0 0%
Santoor
Lifebouy 1 5% 25%
Other

Santoor 0 0%
Other 1 5%

Interpretation: From above pie-chart we can easily analyze that 45% percent
of respondents mostly prefer Dove while buying any Soap.
 Q4. Do you use Dove soap
Regularly? 60%
55%

50%
45%
Buy Total Percentage
40%
Regularly Respondent
s 30%
Yes 11 55%
20%
No 9 45%
10%

0%
Yes No
Percentage

erpretation: From above graph we can identify that 55% of the respondents mostly use Dove on a regular
 Q5. Reason for Buying Dove?
Percentage
Reason No. of Percentage
Respondents
Price 2 10% 5% 10%
Price
Quality 12 60% Quality
25%
Brand Name
Brand Name 5 25%
Availability
Availability 0 0% Quantity

Quantity 1 5%
60%

Interpretation: From above pie chart it can be analyzed that respondents mostly
prefer Buying Dove soaps because of the quality its providing and that too at cheap
and best price.
 Q6. Which thing influence you
the most while buying Dove
soaps?
Source of No. of Percentage
10% 10%
Influence Respondents
Advertisements 2 10% Advertisements
Brand Image
Brand Image 8 40% Quality
Parents
40% 40%
Quality 8 40% Friends

Parents 2 10%
Friends 0 0

Interpretation: From above pie chart we can analyze that most of the customer
prefer Dove soaps because of Good brand image of it and the litmus paper quality
they are providing to the customers.
 Q7. Total requirement of the Dove
soap per month
Requirement No. of Percentage
5%
s Respondents 10% 20%
1 Soap
1 Soap 4 20% 2 Soaps
3-4 Soaps
2 Soaps 13 65% 4-5 Soaps

3-4 Soaps 2 10%

4-5 Soaps 1 5% 65%

Interpretation: From above pie chart it can be analyzed that average number of soaps
used by particular person is 2 soaps per. Month.
 Q8. Consumers opinion about the
price of Dove Soap
Price No. of Percentage
Respondent's of 25%
Respondent
s Reasonable
Costly
Reasonable 14 70% 5% Cheaper

Costly 1 5% 70%

Cheaper 5 25%

Interpretation: From above data it can be easily analyzed that most of the
respondents prefer the price of Dove soap as most reasonable as compared to
the quality its providing to other customers.
 Q9. Consumers Suggestions to
improve the sales of Dove soaps
Suggestions Respondents Percentage 5%

Improve 1 5% 30%
Improve Quality
Quality Advertisement
Advertisement 12 60% Brand Awareness
Price
Brand 1 5% 5% Fragrance
60%
Awareness
Price 0 0%
Fragrance 6 30%

Interpretation: From above pie chart it can be analyzed that customers are already
satisfied with good quality that Dove is providing but they want more ads to be advertised
on TVs for improvement of sale of Dove.
 Q10. Respondents Recommendation
of this brand to others 100%

90%

80%
Recommenda Respond Percenta
70%
tion ents ge
60%
Yes 18 90%
50%
No 2 10%
40%

30%

20%

10%

0%
Yes No

Interpretation: From above graph it can be easily analyzed that most of the Dove users are in
favor of it and are going to recommend it to others.
 Analysis and Interpretation of
Fastrack Watches 120%
Q1. Have you ever owned a Fastrack Watch?
100%

80%
Ownership Total Percentage
Respondents 60%

Yes 20 100 40%

No 0 0 20%

0%
Yes No
Series 1

etation: From above data we can easily analyze that all respondents have once in their life owned a Fastrac
 Q2. Reason For selecting
Fastrack watch?
Selection of Total Percentage
Watch Respondents
Brand Value 3 15%
Style 10 50% Brand Value
Prestige 5 25% Style
Prestige Symbol
symbol
Other
Other 2 10%

Interpretation: From above pie chart it can be easily analyzed that mostly people who buy
fastrack watches is because of its style as they provide watches with latest trends and looks.
 Q3. You came to know about the
brand via
Total Percentage
Responden
ts
Advertiseme 13 65%
Advertisements
nts Social Network
Social 2 10% Peer
Family
Network Others
Peer 1 5%
Family 1 5%
Others 3 15%

Interpretation: It can be easily analyzed from above that most of the people who have bought
Fastrack Watches came to know about it from Advertisements mostly.
 Q4. How long have you been using
fastrack watches?
Usage Total Percentage
Responden
ts
0 6 months 2 10% 0 -6 months
6 - 12 months
6 12 months 7 35% 12 - 18 months
More than 18 months
12 18 months 9 45%
More than 18 2 10%
months

Interpretation: From above pie chart it can be easily analyzed that most of the respondents
are using Fastrack watches for more than 1 year and some of them are also using it for more
than 6 months. This will help us to get good idea about the product and make our data also
 Q5. How many times you went
to repair the watch?
Repairs Total Percentage
Respondents
Never 13 65%
Never
One time 5 25% One Time
Two times 2 10% two Times
Three times
Three Times 1 5% More than 3

More than 0 0%
three times

Interpretation: From above table we can easily figure out that the product manufactured by
Fastrack are very durable which can be understood with that 65% of consumers have not faced
any problem while using fastrack watches.
 Q6. Compared to other Brands
Fastrack is 60%

Total Percentage 50%

Respondent 40%
s 30%

Much Better 3 15% 20%

Somewhat 10 50% 10%

better 0%

About the 5 25%

same
Somewhat 2 10%
worse Series 1

Much Worse 0 0%

Interpretation: From above graph it can be easily analyzed that the respondents using fastrack
watches prefer fastrack over other watch brands as 50% of them think that its Somewhat Better than
other brands available in the market.
 Q7. Are Fastrack watches
affordable? 50%
45%
Affordability Total Percentage 40%
35%
Respondents 30%
25%
Strongly agree 0 0% 20%
15%
Agree 9 45% 10%
Neutral 8 40% 5%
0%
Disagree 3 15%
Strongly 0 0%
Disagree
Series 1

Interpretation: According to respondents Fastrack watches are quit affordable as 45% of

respondents agree on that and some people also say that its neutral neither too high neither
to low with 40% respondents.
 Q8. Fastrack is Excellent for?
500%
450%
Excellence Total Percentage 400%
Respondents 350%
300%
Overall Quality 15 75% 250%
200%
Purchase 0 0% 150%
Experience 100%
50%
Usage 5 25% 0%
Experience
After Purchase 0 0%
Service

Series 1

Interpretation: From above Graph we can easily identify that people prefer Dove more for its
Litmus Paper Quality and provides soft skin after using it.
 Q9. Will you buy fastracks
watch again?
Total Percentage
Respondent
s
Defiantly will 2 10%
Definatly will
Probably will 2 10% Probably will
Not sure
Not sure 7 35% Probably will not
Probably will 8 40% Definatly will not

not
Defiantly will 1 5%
not

Interpretation: As it can be analyzed from above table that respondents will not mostly prefer
fastrack watch to buy again maybe because of introduction of Smartwatches, Smartbands and
Apple Watch.
 Q10. Will you recommend others to
buy Fastrack watches? 70

60

Recommend Total Percentage 50

ation Respondents
40
Yes 12 60%
30
No 8 40%
20

10

0
Yes No
Series 1

Interpretation: From this survey we can analyze that 60% of the respondents will recommend
Fastrack Watches to others to buy them while other 40% dont.
 Findings of Customer
Satisfaction towards Fastrack
watches
Majority of respondents are aware about the various range of products
provided by Fastrack watches through advertisements.
Majority of the respondents felt that Fastrack watches are good than
its competitors
Majority of the respondents used the Fastrack watches for more than 1
year
Majority of the respondents agreed that Fastrack watches are
affordable.
Majority of customers are satisfied with product range of bank. It will
help the brand to establish new leads & to have new customers with
reference to their existing customers.
Majority of customers agree the fact that they will purchase rival
 Findings of Customer
Satisfaction towards Dove
Soaps
45% of the respondents use Dove soap.
55% respondents purchase Dove soap regularly.
60% of the respondents prefer quality to buy Dove soap.
79% of the respondents feel that price of the Dove soap is reasonable.
51% of the respondents require 2 soaps per month.
35% of the respondents are influenced by the Advertisements.
37% of the respondents suggest to add some fragrance.
81% of the respondents recommend this brand to others.
70% of the respondents think that price of Dove soap is quit
reasonable.
 Suggestions and
Recommendations for Fastrack
From the survey it is clearSurvey
that majority of the customers were
young people and the advertisements, products offered by
Fastrack watches exactly matches the demand of youth. This
makes Fastrack watches ahead of its competitors
In order to improve its sales, ad promotion should be taken care,
excellent customer care should be provided and also it should
reduce its service time
Due to emergence & tough competition from rivals Fastrack
watches should soon implement online ordering and selling. If
cash on delivery scheme is implemented it can enhance sales
For common doubts & queries suitable recordings can be made.
Queries & recommendations can be uploaded in website of
Fastrack
 Suggestions and
Recommendations for Dove
Soap
Dove should more Survey
work on Advertisements rather than
selling it without any promotion techniques.
Price of Dove Soap could be bit low if they want to
target customers in rural areas.
Dove should work on fragrance of the products and
introduce more products with different fragrances.
 Conclusion for Fastrack Watch
Survey
On the growing influence of globalization on the Indian watch
industry, a number of global manufacturers are coming into the
Indian watch industry. In such a dynamic environment Fastrack
need to be more quality conscious since the products offered are
almost similar by all the watch manufacturers in the industry.
Fastrack needs to take serious efforts to make itself competitive
and stable in the dynamic market situation by focusing on the
service quality aspects.
Gaining and maintaining consumer preference is a battle that is
never really won. Continued and consistent branding initiatives
that reinforce the consumers purchase decision will, over time,
land the product in consumer preference sets. Attaining and
sustaining preference is an important step on the road to gaining
brand loyalty. Most of the consumers prefer Fastrack watches due
 Conclusion for Dove Soap
Survey
Customers are the king of the market, superiors in an
organization and Goose laying Eggs. Customers
satisfaction plays a significant role in modern marketing
era. Soap is a important product for the day to day
consumption of the customers. Nowadays competition
is going on with a flame of advertisement war. A lot of
varieties of soap are being introduced by several
producers.
In these competition situations, some soap because evil
effects due to a mixture of chemical compounds. People
need quality of soap for which they are ready to have
brand loyalty or switch over from one brand to another.
In order to capture the needs of all the segments of
people, the products are introduced in different quantity
 References
Edward F. Flippo, Marketing Managements, S.Chand & Co., New Delhi, 1990.
Ghosh, P.K ,Marketing Management, Vikas Publications, Kolkatha, 1998.
Gupta S.P., Business Statistics, Sulthan Chand & Sons, New Delhi, 2006.
Kothari. C.R, Research Methodology, Allied Publishers Kolkatha,1999.
Memoriya C. B, Marketing Management , & Practice Of Marketing in India, Kital Mahal, Alahabad,
1998.
Rajan Nair. N,Marketing Management, S. Chand & Co., New Delhi, 2001
R.S.N. Pillai and Bagavathi, Modern Marketing Principles and Practices, S. Chand & Co., New
Delhi,2011.
Andrew K. & Larence V, Consumer Behaviour: A study, Indian Journal of Marketing, Vol. VIII, Jan.,
New Delhi, 1984.
William J. Stanton, Marketing Management, Prentice Hall of India, New Delhi 1990.,
P.K. Ghosh, Marketing Management, Vikas Publications, Colcatta, 1998.
K .V. Charles and V. Kohil Gupta, Consumers Choice: A Puzzle, Indian Journal of Marketing,
Vol.XXV, New Delhi, 2000.,
John R. Dhillon, Consumers Attitude: A study on Income Aspects, Indian Journal of Marketing,
Vol.XII, New Delhi, 1991.
Philip Kotler (2006),Marketing management, 10th edition
Kothari. C.R.(2005), Research Methodology Methods and Techniques, 4th edition