"Customer Satisfaction Survey (Industrial Customers)" - FOUR-P International

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    CUSTOMER SATISFACTION SURVEY 2013FOUR-P INTERNATIONAL

    PRIVATE LIMITED, CHENNAI

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    CUSTOMER SATISFACTION SURVEY

    ABOUT

    FOUR-P INTERNATIONAL PRIVATE LIMITED

    CHENNAI

    BY

    PRETHESH.S

    (I YEAR MBA, UNIVERSITY OF MADRAS)

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    ACKNOWLEDGEMENT

    My thanks to our respected HOD Dr. P.T. Srinivasan, who took

    keen interest in our projects and encouraged us throughout the course

    by sharing the information and giving the necessary input to us

    whenever needed.

    I owe my gratitude to my Internal Project guide Prof. Dr. J. Khaja

    Sheriff, for his kind attention and valuable suggestions offered to me

    throughout this course.

    My thanks are also due to my Marketing Professor Prof. Dr. K.

    Sathya Narayanan and to our Financial Professor Prof. Dr Thenmozhi

    for sharing many businesses related valuable information with us

    throughout the course.

    I am very thankful to Mr. Krishna Prasad, my external guide at

    FOURPCorporation International Ltd, Chennai, for his kind co-

    operation in completing my project successfully.

    Finally, I owe my gratitude and I am very thankful to Mr. B. Siva

    Prasad, Director, FOURPCorporation International Ltd, Chennai, for

    providing me with this opportunity and helping me in completing this

    project.

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    TABLE OF CONTENTS

    Sl.

    No

    TITLE Page

    No1 Introduction:

    About the Company6

    2 Project description 93 Project analysis 10

    3.a Timely Delivery 10

    3.b Quality of the Product 123.c Sales Representative 14

    (1) Behavior 14(2) Adequacy in visiting the customers 16(3) Usefulness in Aiding the Customers 18

    3.d Conduct of Delivery Boys 20

    3.e Quality Issues 22(1)Degree of Conformance to Defect Free

    Products22

    (2) Responsiveness in attending the Quality

    related Issues24

    3.f Service Issues 26(1) Degree of Conformance with Hassle Free

    Service

    26

    (2) Responsiveness in attending the Service

    related Issues28

    3.g Customer Loyalty 304 Customer Satisfaction 32

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    5 Findings 346 Conclusion 357 Major Customers 36

    8 List of Companies Visited & Person contacted 379 Sample Questionnaire 40

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    INTRODUCTION

    ABOUT THE COMPANY

    The Company is having more than 1000 customers which includes

    Large, Medium and Small Companies in the states of Tamil Nadu and

    Andhra Pradesh.

    Main Business of the Company:

    Imports, Exports, Traders, Distributers & Manufactureres of

    different products.

    Lubricants

    Problem Solutions

    Molykote 111

    Molykote BG 555

    Molykote P 37

    Molykote Range

    Molykote TP 42

    Molykote MOS2 Powder

    Molykote Zinc Spray

    RTV Silicone Sealants

    Engg / Auto Industry

    Silastic 732

    Silastic 733

    Silastic 734

    Silastic 736

    Silastic 1080

    Silastic Auto Sealant

    Building Industry

    Dow Corning 995

    Dow Corning 983

    Dow Corning 789

    Dow Corning 795

    DC Glass Sealant

    http://www.4pcorporation.com/Problem_Solutions.asphttp://www.4pcorporation.com/Problem_Solutions.asphttp://www.4pcorporation.com/Molykote_111.asphttp://www.4pcorporation.com/Molykote_111.asphttp://www.4pcorporation.com/Molykote_BG_555.asphttp://www.4pcorporation.com/Molykote_BG_555.asphttp://www.4pcorporation.com/Molykote_P_37.asphttp://www.4pcorporation.com/Molykote_P_37.asphttp://www.4pcorporation.com/Lubricants.asphttp://www.4pcorporation.com/Lubricants.asphttp://www.4pcorporation.com/Molykote_TP_42.asphttp://www.4pcorporation.com/Molykote_TP_42.asphttp://www.4pcorporation.com/Molykote_MOS2_Powder.asphttp://www.4pcorporation.com/Molykote_MOS2_Powder.asphttp://www.4pcorporation.com/Molykote_L_0500.asphttp://www.4pcorporation.com/Molykote_L_0500.asphttp://www.4pcorporation.com/Silastic_732.asphttp://www.4pcorporation.com/Silastic_732.asphttp://www.4pcorporation.com/Silastic_733.asphttp://www.4pcorporation.com/Silastic_733.asphttp://www.4pcorporation.com/Silastic_734.asphttp://www.4pcorporation.com/Silastic_734.asphttp://www.4pcorporation.com/Silastic_736.asphttp://www.4pcorporation.com/Silastic_736.asphttp://www.4pcorporation.com/Silastic_1080.asphttp://www.4pcorporation.com/Silastic_1080.asphttp://www.4pcorporation.com/Autosealant.asphttp://www.4pcorporation.com/Autosealant.asphttp://www.4pcorporation.com/DowCorning_995.asphttp://www.4pcorporation.com/DowCorning_995.asphttp://www.4pcorporation.com/DowCorning_983.asphttp://www.4pcorporation.com/DowCorning_983.asphttp://www.4pcorporation.com/DowCorning_789.asphttp://www.4pcorporation.com/DowCorning_789.asphttp://www.4pcorporation.com/DowCorning_795.asphttp://www.4pcorporation.com/DowCorning_795.asphttp://www.4pcorporation.com/DCGlassSealants.asphttp://www.4pcorporation.com/DCGlassSealants.asphttp://www.4pcorporation.com/DCGlassSealants.asphttp://www.4pcorporation.com/DowCorning_795.asphttp://www.4pcorporation.com/DowCorning_789.asphttp://www.4pcorporation.com/DowCorning_983.asphttp://www.4pcorporation.com/DowCorning_995.asphttp://www.4pcorporation.com/Autosealant.asphttp://www.4pcorporation.com/Silastic_1080.asphttp://www.4pcorporation.com/Silastic_736.asphttp://www.4pcorporation.com/Silastic_734.asphttp://www.4pcorporation.com/Silastic_733.asphttp://www.4pcorporation.com/Silastic_732.asphttp://www.4pcorporation.com/Molykote_L_0500.asphttp://www.4pcorporation.com/Molykote_MOS2_Powder.asphttp://www.4pcorporation.com/Molykote_TP_42.asphttp://www.4pcorporation.com/Lubricants.asphttp://www.4pcorporation.com/Molykote_P_37.asphttp://www.4pcorporation.com/Molykote_BG_555.asphttp://www.4pcorporation.com/Molykote_111.asphttp://www.4pcorporation.com/Problem_Solutions.asp
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    Dow Corning 991 HP

    Sealants Range

    Release Products

    DC 200 Silicone OilHilube

    JET S20 (Silicone)

    JET FA (Non Silicone)

    Tools

    Grease

    Product Range:

    Pulses

    Molykote Lubricants

    Silastic RTV Silicone Sealants

    http://www.4pcorporation.com/DowCorning_991_HP.asphttp://www.4pcorporation.com/DowCorning_991_HP.asphttp://www.4pcorporation.com/Range.asphttp://www.4pcorporation.com/Range.asphttp://www.4pcorporation.com/DC200_Silicone_Oil.asphttp://www.4pcorporation.com/DC200_Silicone_Oil.asphttp://www.4pcorporation.com/Hilube.asphttp://www.4pcorporation.com/Hilube.asphttp://www.4pcorporation.com/JETS20.asphttp://www.4pcorporation.com/JETS20.asphttp://www.4pcorporation.com/JETFA.asphttp://www.4pcorporation.com/JETFA.asphttp://www.4pcorporation.com/GreasePumps.asphttp://www.4pcorporation.com/GreasePumps.asphttp://www.4pcorporation.com/JETFA.asphttp://www.4pcorporation.com/JETS20.asphttp://www.4pcorporation.com/Hilube.asphttp://www.4pcorporation.com/DC200_Silicone_Oil.asphttp://www.4pcorporation.com/Range.asphttp://www.4pcorporation.com/DowCorning_991_HP.asp
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    Dow Corning Products

    Silicone Oils / Fluids

    Silicone Greases

    Silicone Compounds

    Silicone Removers

    Kremlin Rexson 2 part sealant pump

    Caulking/ Sealant/ Applicator Guns

    Alualfa window Handles

    Securistyle window Friction stays

    Mould Release Spray-Silicone

    Anti friction coatings

    3 M Thortex (maintenance products)

    Henkel Loctite Superwiz(cyanoacrylate adhesive)

    Hylomar

    Normount - Mounting tapes

    Norseal PU foams

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    PROJECT DESCRIPTION

    This is a project to find the Degree of

    Satisfaction about the Quality of Service provided

    by Four-P International Private Limited Company to

    its Business Customers by randomly selecting few oftheir main customers and by conducting a survey

    with them.

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    PROJECT ANALYSIS

    A) TIMELY DELIVEY OF THE PRODUCT

    SCORE IN THE

    4-Pt SCALE

    DESCRIPTION OF THE

    POINTS

    NO. OF COMPANIES

    STICKING WITH EACH POINT

    1 Never True 2

    2 Rarely True 1

    3 Usually True 12

    4 Always True 25

    INFERENCE:

    No. of Companies accepting to the above

    statement (in counts): 37

    No. of Companies accepting to the above

    statement (in percentage): 92.50%

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    5%

    2%30%

    63%

    93%

    Customer Acceptance:

    Never True Rarely True Usually True Always True

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    B) QUALITY OF THE PRODUCT

    SCORE IN THE

    4-Pt SCALE

    DESCRIPTION OF THE

    POINTS

    NO. OF COMPANIES

    STICKING WITH EACH POINT

    1 Never True 0

    2 Rarely True 0

    3 Usually True 8

    4 Always True 32

    INFERENCE:

    No. of Companies accepting to the above

    statement (in counts): 40

    No. of Companies accepting to the above

    statement (in percentage): 100%

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    0%0%

    20%

    80%

    100%

    Customers Acceptance:

    Never True Rarely True Usually True Always True

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    C) SALES REPRESENTATIVE

    (1) BEHAVIOR

    SCORE IN THE

    4-Pt SCALE

    DESCRIPTION OF THE

    POINTS

    NO. OF COMPANIES

    STICKING WITH EACH POINT

    1 Never True 1

    2 Rarely True 1

    3 Usually True 16

    4 Always True 22

    INFERENCE:

    No. of Companies accepting to the above

    statement (in counts): 38

    No. of Companies accepting to the above

    statement (in percentage): 95%

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    2%

    8%25%

    65%

    90%

    Customers Acceptance:

    Never True Rarely True Usually True Always True

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    C) SALES REPRESENTATIVE

    (2) ADEQUACY IN VISITING THE CUSTOMERS

    SCORE IN THE

    4-Pt SCALE

    DESCRIPTION OF THE

    POINTS

    NO. OF COMPANIES

    STICKING WITH EACH POINT

    1 Never True 2

    2 Rarely True 8

    3 Usually True 18

    4 Always True 12

    INFERENCE:

    No. of Companies accepting to the above

    statement (in counts): 30

    No. of Companies accepting to the above

    statement (in percentage): 75%

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    2%

    8%

    25%

    65%

    90%

    Customer Acceptance:

    Never True Rarely True Usually True Always True

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    C) SALES REPRESENTATIVE

    (2) USEFULNESS OF THE VISIT TO CUSTOMERS

    SCORE IN THE

    4-Pt SCALE

    DESCRIPTION OF THE

    POINTS

    NO. OF COMPANIES

    STICKING WITH EACH POINT

    1 Never True 6

    2 Rarely True 2

    3 Usually True 14

    4 Always True 18

    INFERENCE:

    No. of Companies accepting to the above

    statement (in counts): 32

    No. of Companies accepting to the above

    statement (in percentage): 80%

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    2%

    8%25%

    65%

    90%

    Customer Acceptance:

    Never True Rarely True Usually True Always True

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    D) CONDUCT OF DELIVERY BOYS

    SCORE IN THE

    4-Pt SCALE

    DESCRIPTION OF THE

    POINTS

    NO. OF COMPANIES

    STICKING WITH EACH POINT

    1 Never True 1

    2 Rarely True 1

    3 Usually True 15

    4 Always True 23

    INFERENCE:

    No. of Companies accepting to the above

    statement (in counts): 38

    No. of Companies accepting to the above

    statement (in percentage): 95%

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    2%

    8%

    25%

    65%

    90%

    Customer Acceptance:

    Never True Rarely True Usually True Always True

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    E) QUALITY ISSUES

    (1) DEGREE OF CONFORMANCE TO DEFECT FREE

    PRODUCTS

    SCORE IN THE

    4-Pt SCALE

    DESCRIPTION OF THE

    POINTS

    NO. OF COMPANIES

    STICKING WITH EACH POINT

    1 Never True 0

    2 Rarely True 2

    3 Usually True 14

    4 Always True 24

    INFERENCE:

    No. of Companies accepting to the above

    statement (in counts): 38

    No. of Companies accepting to the above

    statement (in percentage): 95%

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    2%

    8%25%

    65%

    90%

    Customer Acceptance:

    Never True Rarely True Usually True Always True

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    E) QUALITY ISSUES

    (2) RESPONSIVENESS IN ATTENDING QUALITY

    RELATED ISSUES

    SCORE IN THE

    4-Pt SCALE

    DESCRIPTION OF THE

    POINTS

    NO. OF COMPANIES

    STICKING WITH EACH POINT

    1 Never True 0

    2 Rarely True 3

    3 Usually True 10

    4 Always True 27

    INFERENCE:

    No. of Companies accepting to the above

    statement (in counts): 37

    No. of Companies accepting to the above

    statement (in percentage): 92.50%

    Note: The 100% acceptance level have beenmissed due to the unsatisfactory comments

    given by very few customers belonging to a

    particular segment that too in a particular area.

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    2%

    8%

    25%

    65%

    90%

    Customer Acceptance:

    Never True Rarely True Usually True Always True

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    F) SERVICE ISSUES

    (1) DEGREE OF CONFORMANCE WITH HASSLE FREE

    SERVICE

    SCORE IN THE

    4-Pt SCALE

    DESCRIPTION OF THE

    POINTS

    NO. OF COMPANIES

    STICKING WITH EACH POINT

    1 Never True 1

    2 Rarely True 3

    3 Usually True 10

    4 Always True 26

    INFERENCE:

    No. of Companies accepting to the above

    statement (in counts): 36

    No. of Companies accepting to the above

    statement (in percentage): 90%

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    2%

    8%25%

    65%

    90%

    Customer Acceptance:

    Never True Rarely True Usually True Always True

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    F) SERVICE ISSUES

    (2) RESPONSIVENESS IN ATTENDING QUALITY

    RELATED ISSUES

    SCORE IN THE

    4-Pt SCALE

    DESCRIPTION OF THE

    POINTS

    NO. OF COMPANIES

    STICKING WITH EACH POINT

    1 Never True 4

    2 Rarely True 0

    3 Usually True 9

    4 Always True 27

    INFERENCE:

    No. of Companies accepting to the above

    statement (in counts): 36

    No. of Companies accepting to the above

    statement (in percentage): 90%

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    2%

    8%

    25%

    65%

    90%

    Customer Acceptance:

    Never True Rarely True Usually True Always True

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    G) CUSTOMER LOYALTY

    SCORE IN THE

    4-Pt SCALE

    DESCRIPTION OF THE

    POINTS

    NO. OF COMPANIES

    STICKING WITH EACH POINT

    1 Never True 1

    2 Rarely True 3

    3 Usually True 13

    4 Always True 23

    INFERENCE:

    No. of Companies accepting to the above

    statement (in counts): 36

    No. of Companies accepting to the above

    statement (in percentage): 90%

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    2%

    8%

    25%

    65%

    90%

    Customer Acceptance:

    Never True Rarely True Usually True Always True

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    H) CUSTOMER SATISFACTION

    SCORE IN THE

    4-Pt SCALE

    DESCRIPTION OF THE

    POINTS

    NO. OF COMPANIES

    STICKING WITH EACH POINT

    1 Never True 1

    2 Rarely True 3

    3 Usually True 10

    4 Always True 26

    INFERENCE:

    No. of Companies accepting to the above

    statement (in counts): 36

    No. of Companies accepting to the above

    statement (in percentage): 90%

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    2%

    8%

    25%

    65%

    90%

    Customer Acceptance:

    Never True Rarely True Usually True Always True

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    FINDINGS

    Customers loyalty towards the company is very high. Among the

    companys surveyed, many customers are doing business with FOUR-P for more than 5 years continuously.

    Companys Customer Relationship Management is very good. They

    are always connected with their customers through their sales

    representatives who visits the customers frequently enough number

    of times for every two months and also help by aiding them to meet

    their needs if required.

    But very few companies especially in the Broadway area are

    expecting a still better service from the company with better

    comforts in trading the goods and in the replacement policies in case

    of damages (for the damage of goods which occur inside the

    premises of the customers company).

    Around 90% of the customer expressed their will to continue their

    business with FOUR-P for the forthcoming years too because of the

    Service and the Quality of the product provided by Four-P Company.

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    CONCLUSION

    The customers are having a good image about FOUR-P and the

    Reputation the company among its customers is very high. TheCompany is very professional in doing their business. The company

    satisfies the needs and wants of the customers whenever its customers

    are in some business urgency. The company also provides proper

    billings and different credit policies to its customers by giving them

    enough time to pay back the money for the goods purchased.

    Thus, as indicated by the project results the customers of FOUR-P

    Company are very much satisfied with the kind of service and

    assistance provided by the Company to them.

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    MAJOR CUSTOMERS

    The major customers of FOUR-P Company includes Companies

    like

    1) TVS Lucas

    2) Rane (Madras) Limited3) Rane Brakings Limited

    4) Guindy Machine Tools Limited

    5) Lloyd Insulations (India) Limited

    6) Maria Marketing Corporation

    7) FL Smidth

    8) Toshniwal

    9) Prince Foundations Limited

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    LIST OF COMPANIES VISITED & PERSON

    CONTACTEDSl. No Company Visited Area Person Contacted1 Alvel Sales Sembiam Mr. D.Jayaraj

    (GM-Quality Assurance)

    2 AquasStar Kolathur Mr. Vincent

    3 Taiyo Redhills Mr. Kumar

    4 Vazirbun Trading Broadway Mr. Vazirburn

    5 Bharat Hardware Broadway Mr. H.Bakir

    6 Rane (Madras)

    Limited

    Velachery Mr. M.Karthikeyan

    (Senior Executive-Materials)

    7 Guindy Machine

    Tools Limited

    Pallikaranai Mr. S.Sampath Kumar

    8 A-Bond Perungudi Mr. N. Nagappan

    9 Endura Systems Nandanam Mr. Jothi Ramalingam

    10 Lloyd Insulations

    (India) Limited

    Haddows Lane Mr.Krishnan

    11 Emas Cathedral

    Road

    Mr. Raja

    (Vice President)

    12 Souhern India

    Aquatek

    T.Nagar Mr. K.S. Kumar

    13 Dinesh Metal

    Distributors

    Sowcarpet Mr. Naresh

    14 Aluminium

    Combines

    George Town Mr. Prashanth Mohta

    (Business Partner)15 Rangoon Mill Stores Broadway Mr. Asgar

    16 Maria Marketing

    Corporation

    T.Nagar Mr. Swaminathan

    17 Metalfab

    Corporation

    Mugappair I.E Mr. Gopal Mundhira

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    18 Bar Core Ambattur I.E Ms. Saraswathi

    19 Bhari Metal

    Fabrication

    Nandambakam Mr. Dastagir

    20 LNV Tech Egmore Mr. R.Mathialagan

    (GM-Project Management)

    21 Eastern Machine

    Elements

    MM.Nagar Ferdinand Lavana

    (Plant Head)

    22 IP Rings Limited

    International

    Trading

    MM.Nagar Mr. Logannathan

    (OCF)

    23 International

    Trading

    Broadway Mr. Siraj

    24 Unifab Facade

    Solution

    Nanganallur Mr. G.Suresh

    (Purchase Manager)

    25 Vishala Glazers Asprin Garden Mr. B.Nimesh Hegde

    (Business Manager)

    26 Prince Foundations

    Limited

    Kilpauk Mr. Bharat Sheth

    (AGM Purchase)

    27 India Pistons Limited Sembiam Mr. V.Vijayaprasad

    (DGM-Mettalurgical Services)28 Kitabi hardware

    Stores

    Broadway Mr.Kitabi

    29 Altech Santhome Mr. K.M. Motwani

    (Technical Consultant)

    30 Simpsons Engines

    31 Mahle IPL Ltd M.M.nagar Mr. B.Murali

    (Sr.GM-Operations)

    32 A&G Facade

    33 Rane Brakings Ambattur I.E Mr. P.V. Ravi Raj

    (Deputy Manager-R&D)

    34 FL Smidth Kelambakam Mr. Chandrasekar

    (Vendor Department)

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    35 Atlas Broadway Mr. Jindal

    36 Toshniwal Kilpauk

    Garden

    Mrs. Anuja

    37 Lucas-TVS Padi Mr. G.Mohan

    (Head-Materials)

    38 Gazel Architectures

    Private Limited

    East

    Ayanambakam

    Mr. Joshva Daniel

    (Manager-Commercial)

    39 Vera Architectural

    Co

    Thandalam Mr. Venkatesan

    (Managing Partner)

    40 SP Industries Kaspapuram Mr. Sundar Raman

    (MD)