www.company.com

Company LOGO

www.company.com

Loyalty survey on

shoppers stop customers

By:Avinash Naik (48)

Mayur Naliapara (49)

Pawan Pal (50)

Kanchan Parab (51)

Pooja Pardeshi (52)

Milan Pateliya (53)2

Shopper’s StopWho ? What ? When ?

Found in – 27.Oct 1991

By – K. Raheja Group (Biggest real estate Player)

Shoppers Stop is one of the leading retail stores in India

35 stores across India and 3 stores under the name Of HomeStop. - 1st store opened in 1991 in Mumbai (Andheri)

Mr. Chandru L. RahejaChairman and Non-Executive Director

3

Shopper’s StopWho ? What ? When ? Continues….

International standards adopted

Also began with specialty stores like  Crossword Bookstores, Mothercare, Brio, Desi Café, Arcelia

S.S in now considered as a bench mark for Indian retail industry

4

Recent Awards & Excellence

Awards in 2010

Loyalty summit award in Jan 2010 - S.S was declared as the winner for customer & brand loyalty in “retail sector.”

Image fashion forum Jan 2010 - Most admired large format national fashion retailer & outstanding achievements in customer recognition & loyalty

5

Why this survey?

How loyal the customer is

What level of customer service is necessary for tomorrow ?Values and behavior to give excellent customer serviceDifferent types of customers with different needsSetting & managing customer expectations & perceptionsBuilding customer oriented communication skills

6

Are you a regular customer of shoppers stop? (Dichotomous)

Of-course the answer was supposed to be yes then only we took the person’s interview

1

7

How often do you visit shoppers stop for shopping?

a) Once a Month b) More than once a

Month

c) Only on festive seasons d) whenever I think of

Shopping I come to S.S

2

0.5 1 1.5 2 2.5 3 3.5 4 4.50

1

2

3

4

5

6

7

8

9

1 1

11

Series3

8

How did you come to know about the shoppers stop? (Multiple choice)

a) Tele-ads b) Road side banners

c) Existing customers d) looking at the shop itself

3

1

5 10

9

4%

36%

20%

40%

Tele-AdsRoad Side bannersExisting customersLooking at the shop itself

9

What attracts you to shoppers stop? (Multiple choice)

a) Ambience b) Variety of brand choice

c) Easy accessibility of layout d) Other Reason

4

Ambience

Variety of brand choice

Easy accessibility

Other Reasons (Frnds suggestion)

05

101520

418

42

10

How much money do you normally spend in 1 trip?

a) 500-1000 b) 1000-3000

c) 3000-5000 d) More than 5000

5

500-10001000-3000

3000-5000More than

5000

0

2

4

6

8

10

12

14

3

13

8

1

Series1

11

Do you think shoppers stop is meant for only a rich class? (Likert scale)

a) Strongly disagree b) Disagree

 

c) Neither agree nor disagree

d) Agree e) Strongly agree

6

Strongly disagree

Disagree Neither Nor

Agree Strongly agree

0

2

4

6

8

10

12

14

16

2

15

3 41

Series1

12

7 Kindly select the appropriate option closest to your feelings (Multiple question Likert scale)

Strongly Disagree

Somewhat Disagree

Neutral

Somewhat Agree

Strongly Agree

Shoppers stop does not have all my favorite brands

The store layout at Shoppers’ Stop makes it easy for me to find what I need

Shoppers’ Stop does not keep all the latest trendy accessories

Employees in Shoppers’ Stop do not give prompt service to customers.

Shopping at shoppers is a great experience.

Strongly disagree

Disagree Neutral Agree Strongly agree

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

5 7 3 9 1

115 4 4 1

11 8 24

0 24

14 5

3 6 11 5

Shopping at shoppers is a great experience.Employees in Shoppers’ Stop do not give prompt service to cus-tomers.Shoppers’ Stop does not keep all the latest trendy accessoriesThe store layout at Shoppers’ Stop makes it easy for me to find what I needShoppers Stop does not have all my favorite brands

13

Which of the below pics are showing the clear picture of Shoppers stop? (Picture question)

8

Best Price PromiseHospitality

0%

20%

40%

60%

80%

100%

12 13 Series1

14

How important the discount is for you? (Importance scale)

a) Extremely Imp. b) Very Imp.

c) Somewhat Imp.

d) Not very Imp. D) Not at all Imp.

9

11

62

5 1extremely imp.very imp.some what imp.not very imp.not at all imp.

15

Do you think shoppers stop really provides discounts in the season of sale?

a) Yes b) Noc) Not on all products

10

Yes

No

Not on all products

0 2 4 6 8 10 12

12

2

11

16

What is your view on the product knowledge of the staff members? (Rating Scale)

a) Excellent b) Very good

c) Good d) Fair e) Poor

11

Excellent

Fair

Poor

Good

Very Good

3 4

11 7

0

17

Are you aware of shoppers stop membership card? If yes then is it worth spending 200 Rs. as onetime fee for the same? (Dependant question)

a) Yes b) NoIf yes then

12

Out of 13 Yes only 1 person said its not worth spending 200 on the same

18

When you hear the following words, what comes to your mind first, in-relation to shoppers stop. (Word Association)

Brand variety :

 

Comfortness :

Customer care

service :

13

Almost all Brands are available & they are satisfied with it.

Extremely Imp. and S.S has considered this factor in terms of providing services to their customers

Required and S.S is excellent at this service

19

14 When I entered for the first time at

shoppers stop I expected that : Most of the people wanted to just have a look around the shop, especially the variety of brands

But: All of them were satisfied except for the once who were expecting the prices to be very lower

20

Unstructured question

15 I think this advertisement says that: the actual message behind this add is that people can wear S.S clothes at the time of presentation and also if they wear this clothes people will only look at you and they will memorize what you say….in a way they will not write anything and so they will also save the paper (social message)

Unfortunately none of their customer understood this social message with this add

21

Overall AnalysisAttraction: Variety of Brands

Target Audience: High Middle class families

Discount : Extremely important for the customers

Product Knowledge of the staff: Need to improve little bit

Advertisement: S.S need to change the way they are advertising especially

when there many meanings attached to the same.

22

Cont…It was – only a retail chain It is – Fashion & lifestyle destination

Concentration – Not only the location but also the ambience & services & it has gained a reputation in serving the customers who belong to middle & upper class

23

24

Wish u all a very happy & safe

DIWALI in advance