23-11-2012, 04:11 PM
A PROJECT REPORT ON CUSTOMER SATSIFICATION & SERVICES IN Pantaloon Retail (India) Limited, Bareilly
CUSTOMER SATSIFICATION.docx (Size: 1.51 MB / Downloads: 176)
EXECUTIVE SUMMARY
The legendary Indian, Mahatma Gandhi expressed the importance of the customer by stating:“Customer is the most important visitor to our premises. He is not dependent on us. We are dependent on him. He is not an interruption on our work. He is the purpose of it. He is not an outsider on our Business. He is part of it. We are not doing him a favour by serving him. He is doing us a favour by giving us an opportunity to do so. To understand this quote and to adhere to its wisdom can increase success by obtaining, retaining and satisfying customers Satisfying our customers is an essential element to staying in business in this modern world of global competition. We must satisfy and even delight our customers with the value of our products and services to gain their loyalty and repeat business .Customer satisfaction is there fore a primary goal of process improvement programs. So how satisfied are our customers? One of the best ways to find out is to ask them using Customer Satisfaction Surveys. These surveys can provide management with the information they need to determine their customer's level of satisfaction with their products and with the services associated with those products. Employees and the management of the store can use the survey information to identify opportunities for ongoing process improvements and to monitor the impact of those improvements. This paper includes details on designing your own customer satisfaction questionnaire, tracking survey results and example reports that turn survey data into useful information .A dissatisfied customer will tell seven to 20 people about their Negative experience. A satisfied customer will only tell three to five people about their positive experience. So a retailer should always think in that way to satisfy their customer and delighting them with the services which competitors never think of.
BACKGROUND OF THE STUDY
Customer satisfaction refers to how satisfied customers are with the products or services
they receive from a particular agency. The level of satisfaction is determined not only
by the quality and type of customer experience but also by the customer’s expectations.
A customer may be defined as someone who:
• Has a direct relationship with, or is directly affected by your company and
• Receives or relies on one or more of your company’s services or products.
Customers in human services are commonly referred to as service users, consumers or
clients. They can be individuals or groups. An organization with a strong customer service culture places the customer at the centre of service design, planning and service delivery. Customer centric organizations will:
• Determine the customers’ expectations when they plan
• Listen to the customer as they design
• Focus on the delivery of customer service activities
• Value customer feedback when they measure performance. Every service company needs to proactively define and measure customer satisfaction. Customers who have their complaints satisfactorily resolved tell an average of 5 customers about the treatment they received. Customers voice their dissatisfaction with their feet, by defecting to competitors, and
with their mouths, by telling the existing and potential customers exactly how they are
not treated properly by the firm.
STATEMENT OF PROBLEM
Pantaloon Retail India Ltd, Bareilly is the most popular retail shopping outlet,
claiming that they are providing one among the best products and services. In this
research we shall try to find out that to what level customer are satisfied with the PRIL.
NEED OF THE STUDY
Satisfied customers are central to optimal performance and financial returns. Customers
Are viewed as a group whose satisfaction with the enterprise must be incorporated in Strategic planning efforts. Evidence is mounting that placing a high priority on Customer Satisfaction is critical to improved organizational performance in a global Market place . With better understanding of customers' perceptions, companies can determine the Actions required to meet the customers' needs. They can identify their own strengths and weaknesses, where they stand in comparison to their competitors, chart out path future progress and improvement. Customer satisfaction measurement helps to promote an increased focus on customer outcomes and stimulate improvements in the work practices and processes used within the company.
Customer satisfaction is quite a complex issue and there is a lot of debate and confusion
about what exactly is required and how to go about it. This article is an attempt to
review the necessary requirements, and discuss the steps that need to be taken in order
to measure and track customer satisfaction
COMPANY’S PROFILE
Pantaloon Retail (India) Limited, is India’s leading retailer that operates multiple retail formats in both the value and lifestyle segment of the Indian consumer marker .Head quartered in Mumbai (Bombay), the company operates over 5 million square feet of retail space, has over 450 stores across 40 cities in India and employs over18,000 people .The company’s leading formats include Pantaloons, a chain of fashion outlets, Big Bazaar, a uniquely Indian hypermarket chain, Food Bazaar, a supermarket chain, blends the look, touch and feel of Indian bazaars with aspects of modern retail like choice, convenience and quality and Central, a chain of seamless destination malls .Some of its other formats include, Depot, Shoe Factory, Brand Factory, Blue Sky, Fashion Station, all, Top 10, m Bazaar and Star and Sitara . The company also operates an online portal, future bazaar.com. A subsidiary company, Home Solutions Retail (India) Limited, operates Home Town, a large-format home solutions store, Collection i, selling home furniture products and E-Zone focussed on caterings to the consumer electronics segment .Pantaloon Retail was recently awarded the International Retailer of the Year 2007 by the US-based National Retail Federation (NRF) and the Emerging Market Retailer of the Year 2007 at the World Retail Congress held in Barcelona. Pantaloon Retail is the flagship company of Future Group, a business group catering to the entire Indian consumption space.
CULTURE
The employees believe that Retail is why we are here.At Pantaloon Retail, Empowerment is what you acquire and Freedom at Work is what you get. We believe our most valuable assets are our People. Young in spirit, adventurous inaction, with an average age of 27 years, our skilled & qualified professionals work in an environment where change is the only constant.Powered by the desire to create path-breaking practices and held together by values, work in this people intensive industry is driven by softer issues. In our world, making a difference to Customers’ lives is a Passion and performance is the key that makes it possible. Out of the Box thinking has become a way of life at Pantaloon Retail and living with the change, a habit. Leadership is a value that is followed by one and all at Pantaloon Retail. Pantaloon Retail has taken initiatives to launch many retail formats that have come to serve as a benchmark in the industry. Believing in leadership has given us the optimism to change and be successful at it. We do not predict the future, but create it.At Pantaloon Retail you will get an opportunity to handle multiple responsibilities, and here in, the grooming to play a larger role in the future. Work is a unique mix of preserving our core Indian values and yet providing customers with a service, on par with international standards. At Pantaloon you will work with some of the brightest people from different spheres of industry. We believe it’s a place where you can live your dreams and pursue a career that reflects your skills and passions.