s

Survey of Satisfaction
level of products at
Alandi
What is consumer satisfaction.

Consumer satisfaction, a business

term, is a measure how products &
services supplied by a company meets
or surpass customer expectation.

It is seen as a key performance

indicator within business.
Measure of consumer satisfaction
of Sai Prasad Foods Ltd.
Market survey was carried out in
order to find-out the consumer
satisfaction of products of Sai Prasad in
Pune Region.

This study was focused to find out the

areas of improvement needed.
Products range of company
1. Feel Good Tea (Dust & CTC)
2. Pickles
A) Mixed
B) Mango
3. Spices
A) Chilly Powder
B) Coriander Powder
C) Turmeric Powder
D) Garam Masala

4. Kishmis
5. Tomato Ketchup
6. Jam (Mix Fruit Jam)
•Area selected for the study was
Alandi.

• It was a market in the outskirts of

pune city

•It was considered in PCMC area

Research Methodology
Research methodology is a process of systematic
analysis of gathering & reporting of data , to find the
problem & to provide solution.
Research methodology is a systematic effort to gain
new KNOWLEDGE.
Sample size – 10
Sample unit – Alandi
Sampling method - convenient sampling
Data analysis and Interpretation

How do you find the quality of the product?

50% customers having excellent

response for the products.30%
customers are satisfied with the
products. While only 20% customers
want improvement in the products.
 
 
How do you find adherence to the delivery?

Only 30% customers are satisfied with

the delivery system of products. 50%
still think that the company needs to
improve the delivery system. Only 20%
people think that the delivery system
is poor.
How do you find our response to your technical
complaints?
 
80% customers are satisfied with the
response of the company. While 20%
customers want improvement in it.
 
How would you rate us on the competitive scale?

10% customers are satisfied with the

competitive scale of the company. 80%
customers want improvement on it.
While only 10% rate the company as poor.

 
How do you find our response to your quality
system requirement?

60% people are satisfied with the

response of company towards
customer’s quality system
requirements. 30% needs improvement.
And 10% think it is excellent.  
How do you find our response to your accounts &
other complaints?

60% customers feel that the company’s

response is satisfactory. 30% needs
improvement in it. While only 10%
rated it as a poor one.
 

How do you find the performance of our product on the
 

field?

50% people think that the company

needs to improve the performance of
the product in the field, but 30%people
are not satisfied and say the
performance is poor and 20% are
satisfied.
 
 
 

 
 
How do you find the cooperation during your
visit/call to our place?

60% retailers feel that the cooperation

they get is excellent and 30% are satisfied
with the cooperation from the company,
and only 10% feel that company should
improve upon the cooperation system.
 
  
Strengths
  
Company is committed with the
quality.
Attractive packaging.
Company is targeting towards
increasing the number of distributors.
Company is bringing the technological
changes to increase the productivity
and packaging efficiency.
The company is ISO 9001:2008 certified.
Giving high profitable margins to the
distributors and the retailers.
Weaknesses
 
Lack of intense distribution of products.
Product range is not wide.
Small packages are not available in the
market.
Product MRP is high.
Low promotional activities.
Less awareness to the people about the
company and the products.
Presence at retailers counter is inadequate.
Low man power in the marketing
department.
 
Opportunities
 
Cost reductions can be done by doing its
own production.
Can increase their sales with the increase
in the product range.
Can target the customers with high levels
of income because of the good quality.
By developing small sachets low income
groups can be easily be targeted.
Push strategy can be used to increase the
market share.
 
 
Threats
 
Customers are switching over to the
local brands because of there
low
prices.
People are more loyal to the big brand
names.
The company’s prices are bit high as
compared to others.
From the complaints section the
delivery is not prompt and adequate.
 
Observations & findings
  Company is having the good packaging for
the product.
Company is always focusing on the good
quality of the products.
Packaging place is always kept clean and
hygienic which reflects the good working
nature of the company.
On the competitive scale company is
posing less competition to the other
branded products.
Lack of product availability in the market.
Distributor was not concentrating on the
distribution of the products.
Contd……
Distributor was facing the low man power.
There are very less technical complaints.
People are not aware about the product and
the brand (brand visibility is not there.)
Distributor was not properly maintaining the
customer data base.
Lack of heavy machinery for the larger
packaging in less time.
Company is depending more on the vendors
for product manufacturing and its availability.
Suggestions
 
Company should focus on distribution
network for the products.
Company should focus on different sizes
of the packages for the products.
Company can spread awareness about
the product range through campaigning.
 
 
 Contd….
Company can adopt its own manufacturing
units for cost reduction & large scale
production.
Company should go for advertising through
print and audio visual media for marketing and
sales of its products.
Company should appoint a separate distributor
for products at Alandi.
Company should use push strategy to capture
the more market share.
 Complaint analysis
Description of Complaints No. of Customers % of complaints

Delivery Complaints

Late Delivery 14 18
Avail. Of Jam 4 5
Avail. Of Garam masala 3 4
Avail. Of Pickle 4 5
Avail. Of Ketchup 8 10
Avail. Of Tea 2 2.5

Price 4 5
Packaging 4 5

Taste related complaints

Pickle 5 6
Ketchup 5 6
Tea 3 4
Garam masala 4 5

Leakage in bottle 7 9

Colour of coriander powder 4 5

Tight cap of bottle 4 5

Different weight of packaging 1 1

Introduction of new products 4 5

80 100
Conclusion
Company has good quality products and
attractive packaging to attract its
customers but there are still many areas in
which company has to improve upon like
brand visibility, distribution and
promotion. So as to increase the brand
loyalty and improve the satisfaction level
of the end customers, distributors and
retailers
What is lacking
Commitment from the side of distributor.
Distributor working more as a agent.
Some effective strategies are missing.
Lack of competitiveness against the other
brands.
Less visibility of the brand and the product.
Manpower for open market.
Continued……
Lack of manufacturing unit.
Concentration on existing branches.
What can be done
 A proper research work.
Push strategy can be applied.
Cost reduction through own manufacturing units.
Small size packages/sachets can be introduced.
Separate distributor for the products should be
appointed.
Continued…..
Print and media advertisements can be done to
increase awareness.
Financial and non financial motivation should be
given to the employees to work.