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PREFACE

The MBA programe is well structured and integrated course of business studies. The

main objective of practical training at this level is to develop skill in student by

supplement to the theoretical study of business management in general. Industrial

training helps to gain real life knowledge about the industrial environment and business

practices. This programme provides student with a fundamental knowledge of

business and organizational functions and activities, as well as an exposure to

strategic thinking of management.

In every professional course, training is an important factor. Professors give us

theoretical knowledge of various subjects in the college but we are practically exposed

of such subjects when we get the training in the organization. It is only the training

through which I come to know that what an industry is and how it works. I can learn

about various departmental operations being performed in the industry, which would, in

return, help me in the future when I will enter the practical field.

Training is an integral part that each and every student has to undergo the training for

6 week in a company and then prepare a project report on the same after the

completion of training.

During this whole training I got a lot of experience and came to know about the

management practices in real that how it differs from those of theoretical knowledge

and the practically in the real life.

1. In today’s globalized world, where cut-throat competition is prevailing in the

market, theoretical knowledge is not sufficient. Besides, this one needs to have

practical knowledge, which would help an individual in his/her carrier activities

and it is true that “Experience is the best teacher”.

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ACKNOWLEDGEMENT

It is a great pleasure to have this opportunity for the preparation of this project. I have highly

obliged by management department of saroj institute of technology & management for giving

the opportunity of this dissertation.

I am heartly grateful Mr. D.vashnaya (center head).. He has always been an invaluable source

of inspiration, hard work, sincerity and dedication.

I wish to acknowledge my thanks to Mr. Piyush Agarwal (C.O.O), Mr. Y.N Shukla (G.M.), &

thanks to our guide Mr. Shaseem sharma (team leader) for Co-operation and efforts in the

preparation of this project.

Last but not least, I am also very much thankful to my parents for their continuous

encouragement and moral support during this project and other people who helped in preparing

this project knowingly and unknowingly.

Date: - Khalid mahmood ansari

Place: - SRM Motors Pvt Ltd. MBA 3rd Sem.

[Lucknow] 1112370009

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DECLARATION

The summer project on “TATA NANO – Khushiyon Ki Chaabi” is the original work done

by me.

This is the property of the institute & the use of this report without prior permission of

the institute will be considered illegal and actionable.

Date: - (Signature of student)

Ashutosh Dwivedi

M.B.A 3 rd SEM

AshutoshDwivedi(1012370011) 5

AshutoshDwivedi(1012370011) 6

Chairman Ratan Tata (C) speaks as Ravi Kant (L), company's Managing Director and

P.M. Telang, Executive Director of commercial vehicles,

Tata Motors Limited is India's largest automobile company, with consolidated revenues of

Rs.70, 938.85 crores (US $ 14 billion) in 2008-09. It is the leader in commercial vehicles

in each segment, and among the top three in passenger vehicles with winning products

in the compact, midsize car and utility vehicle segments. The company is the world's

fourth largest truck manufacturer, and the world's second largest bus manufacturer.

The company's 23,000 employees are guided by the vision to be "best in the manner in

which we operate best in the products we deliver and best in our value system and

ethics."

Established in 1945, Tata Motors' presence indeed cuts across the length and breadth of

India. Over 4 million Tata vehicles ply on Indian roads, since the first rolled out in 1954.

The company's manufacturing base in India is spread across Jamshedpur (Jharkhand),

Pune (Maharashtra), Lucknow (Uttar Pradesh), Pantnagar (Uttarakhand) and Dharwad

(Karnataka). Following a strategic alliance with Fiat in 2005, it has set up an industrial

joint venture with Fiat Group Automobiles at Ranjangaon (Maharashtra) to produce both

AshutoshDwivedi(1012370011) 7

Fiat and Tata cars and Fiat power trains. The company is establishing a new plant at

Sanand (Gujarat). The company’s dealership, sales, services and spare parts network

comprises over 3500 touch points; Tata Motors also distributes and markets Fiat branded

cars in India.

Tata Motors, the first company from India's engineering sector to be listed in the New

York Stock Exchange (September 2004), has also emerged as an international

automobile company. Through subsidiaries and associate companies, Tata Motors has

operations in the UK, South Korea, Thailand and Spain. Among them is Jaguar Land

Rover, a business comprising the two iconic British brands that was acquired in 2008. In

2004, it acquired the Daewoo Commercial Vehicles Company, South Korea's second

largest truck maker. The rechristened Tata Daewoo Commercial Vehicles Company has

launched several new products in the Korean market, while also exporting these

products to several international markets. Today two-thirds of heavy commercial vehicle

exports out of South Korea are from Tata Daewoo. In 2005, Tata Motors acquired a 21%

stake in Hispano Carrocera, a reputed Spanish bus and coach manufacturer, with an

option to acquire the remaining stake as well. Hispano's presence is being expanded in

other markets. In 2006, it formed a joint venture with the Brazil-based Marco polo, a

global leader in body-building for buses and coaches to manufacture fully-built buses and

coaches for India and select international markets. In 2006, Tata Motors entered into joint

venture with Thonburi Automotive Assembly Plant Company of Thailand to manufacture

and market the company's pickup vehicles in Thailand. The new plant of Tata Motors

(Thailand) has begun production of the Xenon pickup truck, with the Xenon having been

launched in Thailand in 2008.

Tata Motors is also expanding its international footprint, established through exports

since 1961. The company's commercial and passenger vehicles are already being

marketed in several countries in Europe, Africa, the Middle East, South East Asia, South

Asia and South America. It has franchisee/joint venture assembly operations in Kenya,

Bangladesh, Ukraine, Russia and Senegal.

The foundation of the company's growth over the last 50 years is a deep understanding

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of economic stimuli and customer needs, and the ability to translate them into customer-

desired offerings through leading edge R&D. With over 2,000 engineers and scientists,

the company's Engineering Research Centre, established in 1966, has enabled

pioneering technologies and products. The company today has R&D centers’ in Pune,

Jamshedpur, Lucknow, in India, and in South Korea, Spain, and the UK. It was Tata

Motors, which developed the first indigenously developed Light Commercial Vehicle,

India’s first Sports Utility Vehicle and, in 1998, the Tata Indica, India's first fully

indigenous passenger car. Within two years of launch, Tata Indica became India’s largest

selling car in its segment. In 2005, Tata Motors created a new segment by launching the

Tata Ace, India's first indigenously developed mini-truck.

In January 2008, Tata Motors unveiled its People's Car, the Tata Nano, which India and

the world have been looking forward to. The Tata Nano has been subsequently

launched, as planned, in India in March 2009. A development, which signifies a first for

the global automobile industry, the Nano brings the comfort and safety of a car within the

reach of thousands of families. The standard version has been priced at Rs.100,000

(excluding VAT and transportation cost).

Designed with a family in mind, it has a roomy passenger compartment with generous

leg space and head room. It can comfortably seat four persons. Its mono-volume design

will set a new benchmark among small cars. Its safety performance exceeds regulatory

requirements in India. Its tailpipe emission performance too exceeds regulatory

requirements. In terms of overall pollutants, it has a lower pollution level than two-

wheelers being manufactured in India today. The lean design strategy has helped

minimize weight, which helps maximize performance per unit of energy consumed and

delivers high fuel efficiency. The high fuel efficiency also ensures that the car has low

carbon dioxide emissions, thereby providing the twin benefits of an affordable

transportation solution with a low carbon footprint.

In May 2009, Tata Motors introduced ushered in a new era in the Indian automobile

industry, in keeping with its pioneering tradition, by unveiling its new range of world

standard trucks. In their power, speed, carrying capacity, operating economy and trims,

AshutoshDwivedi(1012370011) 9

they will introduce new benchmarks in India and match the best in the world in

performance at a lower life-cycle cost.

In June 2009, the exciting new range of premium luxury vehicles from Jaguar and Land

Rover were introduced for the Indian market. These include the Jaguar XF, XFR and

XKR and Land Rover Discovery 3, Range Rover Sport and Range Rover.

The years to come will see the introduction of several other innovative vehicles, all rooted

in emerging customer needs. Besides product development, R&D is also focusing on

environment-friendly technologies in emissions and alternative fuels.

Through its subsidiaries, the company is engaged in engineering and automotive

solutions, construction equipment manufacturing, automotive vehicle components

manufacturing and supply chain activities, machine tools and factory automation

solutions, high-precision tooling and plastic and electronic components for automotive

and computer applications, and automotive retailing and service operations.

True to the tradition of the Tata Group, Tata Motors is committed in letter and spirit to

Corporate Social Responsibility. It is a signatory to the United Nations Global Compact,

and is engaged in community and social initiatives on labor and environment standards

in compliance with the principles of the Global Compact. In accordance with this, it plays

an active role in community development, serving rural communities adjacent to its

manufacturing locations. With the foundation of its rich heritage, Tata Motors today is

etching a refulgent future.

Present Time

In present times, Tata Motors continues to be a brand to reckon with. It's no mean task to

be the largest car manufacturing company in India.

In 2004, Tata Motors got itself listed on the NYSE.

In 2005, the company became one of the top 10 corporations in India.

In March 2008, Tata Motors acquired the British Jaguar Land Rover business from Ford

Motors.

Popular Tata Motors Brands

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Some of the popular Tata Motors products have been listed below.

Safari 2.2 vtt

Tata Indigo eCS

Tata Indigo Manza

Tata Indica eV2

Tata Indica Vista

Tata Nano

Tata Grande MK II

Tata Motor's Nano Car

Tata Aria

Tata Venture

Victa DI Turbo

Tata Motors is manufacturing a car, Nano that aims to be the world's most inexpensive

production car. The Nano car is priced around Rs. 1, 00,000. That has caused other

automobile companies like Bajaj Auto and Mahindra-Renault to announce plans to

launch cars within the same price range.

International operations

In recent years, Tata Motors has expanded globally and now has significant presence in

several, major countries of the world. Tata Motors carries out production and assembly

operations in the following countries.

South Korea

Thailand

South Africa

Argentina

TATA NANO- Technical Specifications AshutoshDwivedi(1012370011) 11

Model Tata NANO

Body Type Hatchback

Number of Doors 4

Seating Capacity 04 (Four)

Fuel Efficiency

City Mileage 20 kmpl

Highway Mileage 25 kmpl

Fuel Capacity 15 litres

Fuel Type Petrol

Fuel Injection Multi Point Fuel Injection (MPFI)

Specifications:

Speed Top speed will be 105 Km/hour (limited).

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Length 3.1 meters

Width 1.5 meters

Height 1.6 meters

Engine All-aluminum, Rear Mounted, Rear Wheel Drive

Capacity 624cc

Power 35PS

Body Type Sheet Metal

Emission Norms Bharat Stage-IV compliant

Safety Norms Frontal Crash Tested

Versions Standard, CX , LX

Gear box 4 forward+1 reverse

Wheelbase 2230mm

Ground Clearance 180mm

Kerb Weight 600kg (Std.) , 615 (Cx) , 635 (Lx)

Colours

Nano Super Drive

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Tata Motors right now flagged off Nano Super drive two from Concorde India Ltd.,

Prabhadevi and Mumbai. Tata Nano Super drive two will be fascinating 28 day voyage,

wherever in twelve Tata Nano’s would circumambulate India. Tata Motors India set on

26 day prolonged Nano Super-drive in June 2010 that covered 36 cities & an

extraordinary distance of 15000 km. The Nano Super drive two is testament to Nano's

robustness & reliability and the business will develop a new record of 18000 km with

extensive drive the Nano Super drive two, which will witness twelve Tata Nano's

travelling across six routes, covering sixty-two cities.

Tata Nano, an innovation wonder, has obtained an overpowering response by clients

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in India. By way of Nano Super drive 2 the business plans to take the brand name

nearer to consumers by visiting the interiors of state. 2 Tata Nano’s would traverse on

western route. Starting up from Mumbai the automobiles will touch other cities such as

Nagpur, Kolhapur, Solapur, Aurangabad, Amravati, Vadodara and Surat will culminate

in Rajkot. The caravan will supply consumers with possibility to engage with the Tata

Nano’s on choose routes, and take pleasure in the car on-road.

The Tata Nano provides an extremely spacious passenger compartment. With a

duration of just 3.1 meters, width of 1.5 meters & height of 1.6 meters, Tata Nano has

the little exterior footprint for vehicle in India however is 21% much spacious than

smallest car accessible right now. Its little dimensions coupled with the turning radius

of just 4meters, makes it extremely maneuverable in smallest of parking slots. A

substantial seating placement makes ingress and egress effortless. Nano is 'BS-IV'

compliant & arrives with a 2-cylinder aluminum MPFI 624cc petrol engine mated to 4-

speed gear box. The car is accessible in a few variants – Tata Nano Standard, Tata

Nano LX & Tata Nano CX

We undertook an epic journey across India

9 Tata Nano 3 different routes More than 15,000 kms of the length and breadth of India On This Epic Journey the Nano faced tough- terrain, traffic, temperatures etc. And found millions of admirers

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TATA NANO

Exterior Dimensions

“Compact exterior dimensions for easy manoeuvrability in city conditions yet large roomy cabin on the inside for 4 large adults more than its competition”

Wheelbase

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“For given foot print interior space is maximised by packaging the engine at rear and

pushing wheels to corners, longer wheelbase than M800”

Mono Volume Design

“Mono volume design for fantastic headroom for front & rear passengers”More interior space than M800 & Alto

Interior Space

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Externally it is approximately 8% smaller, bumper to bumper, than current entry level car in India. But internally, it is 21% larger in passenger space.

Lowest Turning Radius

Nano has the best turning radius of 4.0 m for easiest manoeuvrability in city traffic and while parking

Highest Ground Clearance

Best in class ground clearance of 180 mm. Perfect to negotiate pot holes speed breakers & bad roads

The Nano’s ground clearance of almost equal to that of a Scorpio.

Nano is stylish

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Front

Prominent Tata Motors Logo

Bumper integrated Fog lamps

Large Headlamps with integrated turn indicators

Chunky wrap around bumper

Centre crease line

Side

Mono Volume design

Large Glasshouse Area

A-Pillar Quarter glass

“Wheels at 4 corners” –adds to sporty look

Style-in-steel wheels

Body coloured Door handles

Rear

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Tall vertically stacked tail lamps

fog lamp

Centrally mounted exhaust

Rear High Mounted Stop Lamp

Interiors

Centrally mounted instrument panel- for easier visibility and added safety

Fully closing AC vents

Rotary AC controls

3-spoke steering wheel

Nano Performance

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35 PS is more than adequate. “The 600cc and power of the car was something many were unsure of.

Engine

Engine Specs

Rear Engined

624 cc

2 cylinder (petrol)

35 ps power@ 5250 rpm

48 Nm torque @ 3000 rpm

We used an all aluminium engine to reduce weight for better PWR & more mileage.

Aluminium also helps in better heat dissipation

Contemporary Multi-point fuel technology is used for precise injection for fuel

into engine. This helps increase power, efficiency and reduces emissions

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Power to Weight Ratio

The lightweight design and engine help achieve a power to weight ratio of 58

Ps per tonne which is greater than Maruti 800 that is of 56 Ps per tonne.

Nano has been taken up to the “top of the world”. Khardungla – the world’s highest road

the Nano gives A top speed of 105 kmph Grade ability of 30 % (Best in class)

32 Bit ECM

The Nano comes with a 32 bit ECM that uses a total of 7 sensors throughout

its engine.

Manifold absolute pressure sensor

Air temperature sensor

Lambda (oxygen) sensor

Throttle position sensor

Engine rpm sensor

Vehicle speed sensor

Coolant temp. sensor

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Highest Fuel Efficiency

The low weight design and efficient engine technologies help make the Nano

India’s most fuel efficient car at 23.6 kmpl as per ARAI

Efficient & clean technologies makes the Nano gentle on the environment too

& meets BS IV emission norms

The rear tyres are larger than the front tyres for added traction and better performance

Fuel level of 15 litre fuel tank can be gauged from a digital display.

Each bar indicates 2 Litres of fuel. ‘E’ starts blinking when 3 Litres remain in the tank.

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A heating, ventilation & air conditioning system for a comfortable interior

High end gear shift console with provision for cigarette lighter and dual cup holders

Dual Sun Visors for driver as well as front passenger. Added convenience

Front Seats can be adjusted for legroom + backrest angle. For added comfort &

convenience

Dual Sun Visors for driver as well as front passenger. Added convenience

Front and rear seat belts to prevent occupants from striking hard surfaces

during an impact. This reduces chances for injuries

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Awards & Accolades

Winner - Wall Street Journal Innovation Award for the Tata Nano for the

Transportation Category.

Global Game changer award at Innovation for India awards 2008 organized by

the Marico Innovation Foundation.

CNBC TV18 Overdrive 2010 Awards - Car of the Year Award and the Compact

Car of the Year Award.

Tata Motors, India's Most Innovative Company: Business Standard

Tata Motors bags 2 Spikes Asia Awards for Tata Nano launch campaign

Three Envies Awards for Tata Nano launch advertising

Bronze Lion for Tata Nano at Cannes 2009

Tata Nano game campaign wins Global Brand Excellence Award

Frost & Sullivan 2009 Innovation Award for the Tata Nano

2010 Indian Car of the Year (ICOTY) award

BS Motoring Jury Award 2010 - Business Standard Motoring Car of the Year

(COTY)

Awards

Car of the Year 2009 award for Tata Nano

Car Maker of the Year 2009 award for Tata Motors

Entry Level Mini Car of the Year

Indian Automotive Design of the Year 2009

Most Value-for-Money Car of the Year 2009

Viewers Choice Car of the Year 2009 award

Business Standard Brand Derby - Tata Nano rated among the best

launches of 2008 in Brand Derby

Tata Nano bags the Gold Prize in the 2010 Edison Awards – Transportation

category

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The Tata advantage

Easy maintenance

Broader service center

Enhanced service

Smooth and comfortable operation

Reliable and durable performance

Powerful turbo engine

Showrooms and Workshops

Showrooms and Workshops are well equipped with latest technology and skilled

manpower, Customer satisfaction is the prime Moto of the Company and an efficient team

of highly experienced personnel do their best to understand the needs of a customer and

then suggest the models best suited to his/her requirements. Special attention is given to

the models that are popular choices.

Organization has a QUALITY MANAGEMENT SYSTEM

“Customer satisfaction is the main Moto of the company which gives an edge in

the market and makes a brand image.”

Organizational structure

RAPL has got an edge with other competitors is just because of strong and efficient team

headed by C E O. Company has made several departments with department heads for

smooth functioning of business under a certain guidelines and certain set principles for

smooth flow of system .

Marketing Department:

The most important department is headed by the Sales Manager and local administration

is in the hand of General Manager. Whole sales team are guided and motivated by the C

E O of the Company who takes in principal decision of sales and makes sales policy

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considering market situation and other factors which helps sales manger to take

decisions. Strong sales team with well coordination with the sales executives, Car sales

in the market is one step ahead than other competitors and moreover customer

satisfaction is also a key-note for market capture.

Delivery Department:

Delivery In charge of this department takes care of the delivery of four wheelers. A

Delivery Executive is also appointed to perform the delivery ceremony and make all

efforts to make the delivery process quite social and memorable for the customer.

Delivery department has also got key role to play.

Customer Care Department:

Customer care Department is also important and sensitive department where customer

satisfaction is the prime Moto of the company. Company is very much sensitive towards

customer satisfaction. Customer care manager does timely PSF and keeps a track of all

the customers and passes on information about new advancements from time to time.

Customer care manager organizes regular customer meets and encourages more and

more customers’ participation for sharing their car buying experience, learn more about

safety tips and warranty clause etc.

Accessories Department:

There is a accessories incharge in Accessories Department. Accessories incharge

promote the accessories sale with special focus on MGA. Work of accessories Executive

is to maintain the stock of accessories purchased and keep a record of the parts that are

old he potential while/after delivery in the car. To do the fitting work, there are fitters under

the Accessories Incharge.

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Insurance Department:

Insurance department looks after the new insurance plans that provide benefits to the

customers. Insurance manager maintains record about new insurance schemes as well

as the old ones. Insurance executive, who works for the renewal of existing insurance

plan, assists him. This department also, has tele-callers to inform customers about the

expiry of the insurance of their four wheeler and also about the prevailing offers and

schemes for insurance renewal through insurance.

Finance and Accounts Department:

Accounts and finance department is the important department, headed by Accounts

Managers, controls all accounting, Tax and Banking matter of the Company. In this

department support staffs like Accounts assistant ,Computer operator, Cashier looks after

the day to day punching , Banking transactions and other financial transaction of the

Company. Accounts department is the controlling department for company’s income and

expenses.

Human Resource Department

Human Resource Department is headed by the Human Resource Manager (H R M). H R

Manager has a key role to play in the company which consists to Hire and retain

competent work force to achieve the goal of the Organization in an effective and efficient

manner. Human resource Manager‘s main duty is to look after the overall satisfaction of

the employees. The H R executive helps to develop the potential of employees fully and

motivate them to sharpen and improve their skills for better performance.

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ORGANISATIONAL CHART

SRM MOTORS PVT LTD

Vikas Nagar Ring Road,

Lucknow

Designation

Managing Director

General Manager:

Accounts Manager

Sales Manager

Human Resource Manager

True Value Manager

Insurance Manager

Work Manager

Accessories Manager

Spare Parts Manager

Accounts Manager:

Accounts assistants

Computer Operators

Sales Manager:

Team leaders:

Dealer Sales Executives (DSE)

Resident Dealer Sales executives (RDSE)

Human Resource Manager

H R assistant

True Value Manager

True Value evaluators

Customer Care executive.

Insurance Manager:

Tele Callers

Computer operators

Insurance assistants.

Works Manager :

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Supervisors:

Mechanics

Electrician

Asst. Mechanic

Accessories Manager:

Accessories Asst.Staff.

Spares Parts Manager:

Asst. in spares parts.

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KEY STAFF

Company Name: SRM Motors Pvt. Ltd.

Address: 11/CP-2 Ring Road, Vikas Nagar, Lucknow 226022

Email:srm@srm-motors.com

Type: Private

Founded : 4 july 2010-

Key People: Mr. Piyush Agarwal (Managing Director)

COO- Mr. Y.N Shukla

Managerial Hierarchy SRM Motors Pvt.Ltd

Managing Director - Mr. Piyush Agarwal

General Manager (COO) - Mr. Y.N Shukla

Human Resource Manager - Ms. Anupam tiwari

Sales Manager - Mr. Arindam Ghosh (UV)

Mr. Arya Vishwash Dwivedi (Car)

Dealership Sales Satisfaction Manager (D.S.S.M) - Ms. Swati Samrat

Workshop Manager - Mr. Pankaj Malviya

Accounts Manager - Mr. Mukesh Sinha

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Sales Hierarchy

Telecallers DSSM Receptionist or Showroom

Hostess

Sales manager (Car)

TL TL TL TL TL VentureTL

Nano Flat Indica IndigoGrande

ManzaVista

CRO Delivery Officer

Safari

Aria

UP Country

Asst. Sales Manager

Sales Manager

(UV)

Chief Of Operations

Accounts DepartmentHR Department

Director/C.E.O

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[Type text]

Service Hierarchy

Receptionist CRO Service Adviser Tele Caller Team Leader

Spare parts Department

G.M Service

CRM WORKS MANAGER

Accounts Depart mentChief of operationsHR Department

Director/C.E.O

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Body Shop Hierarchy

Body Shop Manager

Director/C.E.O

HR Department Chief of Operations Account Department

G.M Service

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Service Advisor/

Supervisor

Pre-delivery

Inspection

Accidental Unit Customer

Manager

Back Office

↓ ↓

↓

Mechanic

↓

Jr.Mechanic

↓

Electrician->

denter

painter

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WORKSHOP MANAGEMENT

Mr. Pankaj Malviya

Mechanic

Customer Care

Manager

Duties and Responsibilities of the Staff

To sale maximum vehicles.

To maintain all the a/c with honesty.

To create healthy environment in the organization.

To co-operate with each other in the organization.

To maintain good relation with the customers.

To be in the office at right time.

To provide all the facilities and services to the customers which are given by

Company to their customer?

To complete the target of selling vehicles of dealers.

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AshutoshDwivedi(1012370011) 39

MARKETING RESEARCH

Marketing research plays an important role in the process of marketing starting with

market component of the total marketing talks. It helps the firm to acquire a better

understanding of the consumers, the competition and the marketing environment.

Definition

“Marketing research is a systematic gathering, recording and analysis marketing

problem to facilitate decision making.”

- Coundiff & Still.

“Marketing research is a systematic problem analysis, model building and fact finding

for the purpose of important decision making and control in the marketing of goods and

services.

-Phillip Kotler.

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Marketing research is "the function that links the consumer, customer, and public to the

market through information — information used to identify and define marketing

opportunities and problems; generate, refine, and evaluate marketing actions; monitor

marketing performance; and improve understanding of marketing as a process. Marketing

research specifies the information required to address these issues, designs the method

for collecting information, manages and implements the data collection process, analyzes

the results, and communicates the findings and their implications." Marketing research is

the systematic gathering, recording, and analysis of data about issues relating to

marketing products and services. The goal of marketing research is to identify and assess

how changing elements of the marketing mix impacts customer behavior. The term is

commonly interchanged with market research; however, expert practitioners may wish to

draw a distinction, in that market research is concerned specifically with markets, while

marketing research is concerned specifically about marketing processes.

Marketing research is often partitioned into two sets of categorical pairs, either by

target market:

Consumer marketing research, and Business-to-business (B2B) marketing research

Or, alternatively, by methodological approach:

Qualitative marketing research, and Quantitative marketing research

Consumer marketing research is a form of applied sociology that concentrates on

understanding the preferences, attitudes, and behaviors of consumers in a market-

based economy, and it aims to understand the effects and comparative success of

marketing campaigns. The field of consumer marketing research as a statistical

science was pioneered by Arthur Nielsen with the founding of the ACNielsen Company

in 1923.

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Thus, marketing research may also be described as the systematic and objective

identification, collection, analysis, and dissemination of information for the purpose of

assisting management in decision making related to the identification and solution of

problems and opportunities in marketing.

Contents

1 Role of marketing research (MR) 2 Marketing research characteristics 3 Comparison with other forms of business research 4 Classification of marketing research 5 Types of marketing research 6 Marketing research methods 7 Business to business market research 8 Marketing research in small businesses and nonprofit organizations 9 International Marketing Research plan 10 Commonly used marketing research terms 11 Selecting a research supplier 12 Careers in marketing research 13 See also 14 Notes 15 References 16 External links

Role of marketing research (MR)

The task of marketing research(MR) is to provide management with relevant, accurate,

reliable, valid, and current information. Competitive marketing environment and the

ever-increasing costs attributed to poor decision making require that marketing

research provide sound information. Sound decisions are not based on gut feeling,

intuition, or even pure judgment.

Marketing managers make numerous strategic and tactical decisions in the process of

identifying and satisfying customer needs. They make decisions about potential

opportunities, target market selection, market segmentation, planning and

implementing marketing programs, marketing performance, and control. These

decisions are complicated by interactions between the controllable marketing variables

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of product, pricing, promotion, and distribution. Further complications are added by

uncontrollable environmental factors such as general economic conditions, technology,

public policies and laws, political environment, competition, and social and cultural

changes. Another factor in this mix is the complexity of consumers. Marketing research

helps the marketing manager link the marketing variables with the environment and the

consumers. It helps remove some of the uncertainty by providing relevant information

about the marketing variables, environment, and consumers. In the absence of

relevant information, consumers' response to marketing programs cannot be predicted

reliably or accurately. Ongoing marketing research programs provide information on

controllable and non-controllable factors and consumers; this information enhances the

effectiveness of decisions made by marketing managers.

Traditionally, marketing researchers were responsible for providing the relevant

information and marketing decisions were made by the managers. However, the roles

are changing and marketing researchers are becoming more involved in decision

making, whereas marketing managers are becoming more involved with research. The

role of marketing research in managerial decision making is explained further using the

framework of the "DECIDE" model:

The DECIDE model conceptualizes managerial decision making as a series of six

steps. The decision process begins by precisely defining the problem or opportunity,

along with the objectives and constraints. Next, the possible decision factors that make

up the alternative courses of action (controllable factors) and uncertainties

(uncontrollable factors) are enumerated. Then, relevant information on the alternatives

and possible outcomes is collected. The next step is to identify and select the best

alternative based on chosen criteria or measures of success. Then a detailed plan to

develop and implement the alternative selected is developed and put into effect. Last,

the outcome of the decision and the decision process itself are evaluated.

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Marketing research characteristics

First, marketing research is systematic. Thus systematic planning is required at all the

stages of the marketing research process. The procedures followed at each stage are

methodologically sound, well documented, and, as much as possible, planned in

advance. Marketing research uses the scientific method in that data are collected and

analyzed to test prior notions or hypotheses.

Marketing research is objective. It attempts to provide accurate information that reflects

a true state of affairs. It should be conducted impartially. While research is always

influenced by the researcher's research philosophy, it should be free from the personal

or political biases of the researcher or the management. Research which is motivated

by personal or political gain involves a breach of professional standards. Such

research is deliberately biased so as to result in predetermined findings. The motto of

every researcher should be, "Find it and tell it like it is." The objective nature of

marketing research underscores the importance of ethical considerations.

Comparison with other forms of business research

Other forms of business research include:

Market research is broader in scope and examines all aspects of a business environment. It asks questions about competitors, market structure, government regulations, economic trends, technological advances, and numerous other factors that make up the business environment (see environmental scanning). Sometimes the term refers more particularly to the financial analysis of companies, industries, or sectors. In this case, financial analysts usually carry out the research and provide the results to investment advisors and potential investors.

Product research - This looks at what products can be produced with available technology, and what new product innovations near-future technology can develop (see new product development).

Advertising research - is a specialized form of marketing research conducted to improve the efficacy of advertising. Copy testing, also known as "pre-testing," is a form of customized research that predicts in-market performance of an ad before it airs, by analyzing audience levels of attention, brand linkage, motivation, entertainment, and

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communication, as well as breaking down the ad’s flow of attention and flow of emotion. Pre-testing is also used on ads still in rough (ripomatic or animatic) form.

Classification of marketing research

Organizations engage in marketing research for two reasons: (1) to identify and (2)

solve marketing problems. This distinction serves as a basis for classifying marketing

research into problem identification research and problem solving research.

Problem identification research is undertaken to help identify problems which are,

perhaps, not apparent on the surface and yet exist or are likely to company image,

market characteristics, sales analysis, short-range forecasting, long range forecasting,

and business trends research. Research of this type provides information about the

marketing environment and helps diagnose a problem. For example, The findings of

problem solving research are used in making decisions which will solve specific

marketing problems.

The Stanford Research Institute, on the other hand, conducts an annual survey of

consumers that is used to classify persons into homogeneous groups for segmentation

purposes. The National Purchase Diary panel (NPD) maintains the largest diary panel

in the United States.

Standardized services are research studies conducted for different client firms but in a

standard way. For example, procedures for measuring advertising effectiveness have

been standardized so that the results can be compared across studies and evaluative

norms can be established. The Starch Readership Survey is the most widely used

service for evaluating print advertisements; another well-known service is the Gallup

and Robinson Magazine Impact Studies. These services are also sold on a syndicated

basis.

Customized services offer a wide variety of marketing research services customized to suit a client's specific needs. Each marketing research project is treated uniquely.

Limited-service suppliers specialize in one or a few phases of the marketing research project. Services offered by such suppliers are classified as field services, coding and data entry, data analysis, analytical services, and branded products. Field services

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collect data through mail, personal, or telephone interviewing, and firms that specialize in interviewing are called field service organizations. These organizations may range from small proprietary organizations which operate locally to large multinational organizations with WATS line interviewing facilities. Some organizations maintain extensive interviewing facilities across the country for interviewing shoppers in malls.

Coding and data entry services include editing completed questionnaires, developing a coding scheme, and transcribing the data on to diskettes or magnetic tapes for input into the computer. NRC Data Systems provides such services.

Analytical services include designing and pretesting questionnaires, determining the best means of collecting data, designing sampling plans, and other aspects of the research design. Some complex marketing research projects require knowledge of sophisticated procedures, including specialized experimental designs, and analytical techniques such as conjoint analysis and multidimensional scaling. This kind of expertise can be obtained from firms and consultants specializing in analytical services.

Data analysis services are offered by firms, also known as tab houses, that specialize in computer analysis of quantitative data such as those obtained in large surveys. Initially most data analysis firms supplied only tabulations (frequency counts) and cross tabulations (frequency counts that describe two or more variables simultaneously). With the proliferation of software, many firms now have the capability to analyze their own data, but, data analysis firms are still in demand.

Branded marketing research products and services are specialized data collection and analysis procedures developed to address specific types of marketing research problems. These procedures are patented, given brand names, and marketed like any other branded product.

Types of marketing research

Marketing research techniques come in many forms, including:

Ad Tracking – periodic or continuous in-market research to monitor a brand’s performance using measures such as brand awareness, brand preference, and product usage. (Young, 2005)

Advertising Research – used to predict copy testing or track the efficacy of advertisements for any medium, measured by the ad’s ability to get attention (measured with AttentionTracking), communicate the message, build the brand’s image, and motivate the consumer to purchase the product or service. (Young, 2005)

Brand equity research - how favorably do consumers view the brand? Brand association research - what do consumers associate with the brand? Brand attribute research - what are the key traits that describe the brand promise? Brand name testing - what do consumers feel about the names of the products? Commercial eye tracking research - examine advertisements, package designs,

websites, etc. by analyzing visual behavior of the consumer Concept testing - to test the acceptance of a concept by target consumers

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Coolhunting - to make observations and predictions in changes of new or existing cultural trends in areas such as fashion, music, films, television, youth culture and lifestyle

Buyer decision processes research - to determine what motivates people to buy and what decision-making process they use

Copy testing – predicts in-market performance of an ad before it airs by analyzing audience levels of attention, brand linkage, motivation, entertainment, and communication, as well as breaking down the ad’s flow of attention and flow of emotion.

Customer satisfaction research - quantitative or qualitative studies that yields an understanding of a customer's of satisfaction with a transaction

Demand estimation - to determine the approximate level of demand for the product Distribution channel audits - to assess distributors’ and retailers’ attitudes toward a

product, brand, or company Internet strategic intelligence - searching for customer opinions in the Internet: chats,

forums, web pages, blogs... where people express freely about their experiences with products, becoming strong opinion formers.

Marketing effectiveness and analytics - Building models and measuring results to determine the effectiveness of individual marketing activities.

Mystery consumer or mystery shopping - An employee or representative of the market research firm anonymously contacts a salesperson and indicates he or she is shopping for a product. The shopper then records the entire experience. This method is often used for quality control or for researching competitors' products.

Positioning research - how does the target market see the brand relative to competitors? - what does the brand stand for?

Price elasticity testing - to determine how sensitive customers are to price changes Sales forecasting - to determine the expected level of sales given the level of demand.

With respect to other factors like Advertising expenditure, sales promotion etc. Segmentation research - to determine the demographic, psychographic, and

behavioural characteristics of potential buyers Online panel - a group of individual who accepted to respond to marketing research

online Store audit - to measure the sales of a product or product line at a statistically selected

store sample in order to determine market share, or to determine whether a retail store provides adequate service

Test marketing - a small-scale product launch used to determine the likely acceptance of the product when it is introduced into a wider market

Viral Marketing Research - refers to marketing research designed to estimate the probability that specific communications will be transmitted throughout an individual's Social Network. Estimates of Social Networking Potential (SNP) are combined with estimates of selling effectiveness to estimate ROI on specific combinations of messages and media.

All of these forms of marketing research can be classified as either problem-

identification research or as problem-solving research.

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There are two main sources of data - primary and secondary. Primary research is

conducted from scratch. It is original and collected to solve the problem in hand.

Secondary research already exists since it has been collected for other purposes. It is

conducted on data published previously and usually by someone else. Secondary

research costs far less than primary research, but seldom comes in a form that exactly

meets the needs of the researcher.

A similar distinction exists between exploratory research and conclusive research.

Exploratory research provides insights into and comprehension of an issue or situation.

It should draw definitive conclusions only with extreme caution. Conclusive research

draws conclusions: the results of the study can be generalized to the whole population.

Exploratory research is conducted to explore a problem to get some basic idea about

the solution at the preliminary stages of research. It may serve as the input to

conclusive research. Exploratory research information is collected by focus group

interviews, reviewing literature or books, discussing with experts, etc. This is

unstructured and qualitative in nature. If a secondary source of data is unable to serve

the purpose, a convenience sample of small size can be collected. Conclusive

research is conducted to draw some conclusion about the problem. It is essentially,

structured and quantitative research, and the output of this research is the input to

management information systems (MIS).

Exploratory research is also conducted to simplify the findings of the conclusive or

descriptive research, if the findings are very hard to interpret for the marketing

managers.

Marketing research methods

Methodologically, marketing research uses the following types of research designs:[6]

Based on questioning

Qualitative marketing research - generally used for exploratory purposes - small number of respondents - not generalizable to the whole population - statistical

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significance and confidence not calculated - examples include focus groups, in-depth interviews, and projective techniques

Quantitative marketing research - generally used to draw conclusions - tests a specific hypothesis - uses random sampling techniques so as to infer from the sample to the population - involves a large number of respondents - examples include surveys and questionnaires. Techniques include choice modelling, maximum difference preference scaling, and covariance analysis.

Based on observations

Ethnographic studies - by nature qualitative, the researcher observes social phenomena in their natural setting - observations can occur cross-sectionally (observations made at one time) or longitudinadddlly (observations occur over several time-periods) - examples include product-use analysis and computer cookie traces. See also Ethnography and Observational techniques.

Experimental techniques - by nature quantitative, the researcher creates a quasi-artificial environment to try to control spurious factors, then manipulates least one of the variables - examples include purchase laboratories and test markets

Researchers often use more than one research design. They may start with secondary

research to get background information, then conduct a focus group (qualitative

research design) to explore the issues. Finally they might do a full nation-wide survey

(quantitative research design) in order to devise specific recommendations for the

client.

Business to business market research

Business to business (B2B) research is inevitably more complicated than consumer

research. The researchers need to know what type of multi-faceted approach will

answer the objectives, since seldom is it possible to find the answers using just one

method. Finding the right respondents is crucial in B2B research since they are often

busy, and may not want to participate. Encouraging them to “open up” is yet another

skill required of the B2B researcher. Last, but not least, most business research leads

to strategic decisions and this means that the business researcher must have

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expertise in developing strategies that are strongly rooted in the research findings and

acceptable to the client.

There are four key factors that make B2B market research special and different to

consumer markets:

The decision making unit is far more complex in B2B markets than in consumer markets

B2B products and their applications are more complex than consumer products B2B marketers address a much smaller number of customers who are very much

larger in their consumption of products than is the case in consumer markets Personal relationships are of critical importance in B2B markets.

Main Steps Involved In Marketing Research

Defining the Marketing Problem to be tackled and identifying the market research

problem involved in the task.

Define the problem and its objectives.

Identify the problem

Determine the information needed.

Determine the sources of information.

Decide research methods.

Tabulate, Analyze and interpret the data.

Prepare research report.

Follow-up the study.

Define the problem and its objectives: - This includes an effective job in planning

and designing a research project that will provide the needed information. It also

includes the establishment of a general framework of major marketing elements such

as the industry elements, competitive elements, marketing elements and company

elements.

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Identify the problem: - Identifying the problem involves getting acquainted with the

company, its business, its products and market environment, advertising by means of

library consultation and extensive interviewing of company’s officials.

Determining the specific Information needed :- In general the producer, the

manufacturer, the wholesaler and the retailer try to find out four things namely :-

What to sell

When to sell

Where to sell

How to sell

Determine the sources of information:-

(a) Primary Data: - Primary data’s are those which are gathered specially for the

project at hand, directly – e.g. through questionnaires & interviews. Primary data

sources include company salesman, middleman, consumers, buyers, trade

association’s executives & other businessman & even competitors.

(b)Secondary Data:- These are generally published sources, which have been

collected originally for some other purpose. Source are internal company records,

government publication, reports & publication, reports & journals, trade, professional

and business associations publications & reports.

Decide Research methods for collecting data :- If it is found that the secondary data

cannot be of much use, collection of primary data become necessary. Three widely

used methods of gathering primary data are

A) Survey

B) Observation

C) Experimentation

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A) Survey Method: - In this method, information gathered directly from individual

respondents, either through personal interviews or through mail questionnaires or

telephone interviews.

B) Observation Method: - The research data are gathered through observing and

recording their actions in a marketing situation. This technique is highly accurate. It is

rather an expensive technique.

C) Experimental Method: - This method involves carrying out a small scale trial

solution to a problem, while at the same time, attempting to control all factors relevant

to the problem. The main assumption here is that the test conditions are essentially the

same as those that will be encountered later when conclusions derived from the

experiment are applied to a broader marketing area.

D) The Panel Research:- In this technique the same group of respondents is

contacted for more than one occasion, and the information obtained to find out if there

has been any in their taste demand or they want any special quality, color, size,

packing in the product.

a) Preparation of questionnaire

b) Presetting of questionnaire

c) Planning of the sample

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Tabulate, Analysis and Interpret the Data:-

The report must give/contain the following information:-

a) The title of research

b) The name of the organization for which it has been conducted

The objectives of research

The methodology used

Organization and the planning of the report

A table of contents along

The main report containing the findings

Conclusion arrived at end recommendations suggested

Appendices (containing questionnaire / forms used, sample design, instructions)

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RESEARCH DESIGN

“Advertising is a paid form of non-personal presentation and promotion of ideas, goods

or services by an identified sponsor.

Research designs are concerned with turning the research question into a testing

project. The best design depends on your research questions. Every design has its

positive and negative sides. The research design has been considered as a "blueprint"

for research, dealing with at least four problems: what questions to study, what data

are relevant, what data to collect, and how to analyze the results.

Research design can be divided into fixed and flexible research designs (Robson,

1993). Others have referred to this distinction with ‘quantitative research designs’ and

‘qualitative research designs’. However, fixed designs need not be quantitative, and

flexible design need not be qualitative. In fixed designs the design of the study is fixed

before the main stage of data collection takes place. Fixed designs are normally

theory-driven; otherwise it’s impossible to know in advance which variables need to be

controlled and measured. Often these variables are quantitative. Flexible designs allow

for more freedom during the data collection. One reason for using a flexible research

design can be that the variable of interest is not quantitatively measurable, such as

culture. In other cases, theory might not be available before one starts the research.

Experimental design

In an experimental design, the researcher actively tries to change the situation,

circumstances or experience of participants (manipulation), which leads to a change in

behaviour of the participants of the study. The participants are assigned to different

conditions, and variables of interest are measured. All other variables are controlled

Experiments are normally highly fixed before the data collection starts. Read more

about experiental research designs here Experiment.

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Non-experimental research designs

Non-experimental research is almost the same as experimental research, the only

difference is that non-experimental research does not involve a manipulation of the

situation, circumstances or experience of the participants. Non-experimental research

designs can be split up in three designs. First, relational designs, in which a range of

variables is measured. These designs are also called correlational studies, since the

correlation is most often used analysis. The second type is comparative designs.

These designs compare two natural groups. The third type of non-experimental

research is a longitudinal design. See Longitudinal study.

Quasi experiment

Quasi research designs are research design that follow the experimental procedure,

but do not randomly assign people to (treatment and comparison) groups. See Quasi-

experiment and natural experiment for more details.

RESEARCH PROBLEM

Seek the general perception of consumer towards commercial vehicles.

To find the performance of vehicles vis-à-vis other Brands.

To know the consumer psyche and their behavior towards the car.

RESEARCH OBJECTIVES & related sub objectives

To know the earning (liability) of Tata Nano

To know awareness of people towards passenger vehicles.

To know which passenger vehicle is most liked by the consumer

To know which advertisement tool is mostly preferred by people.

To know the preference of TATA Nano with comparison to other competitive brands.

To know the market share of Tata Nano

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Choice of research design – alternatives & choice

The two general types of research are:

Despite the difficulty of establishing an entirely satisfactory classification system, it is

helpful to classify marketing research on the basis of the fundamental objectives of the

research. Consideration of the different types, their applicability, their strengths, and

their weakness will help the student to select the type best suited to a specific problem.

Exploratory research

Exploratory research seeks to discover new relationship, emphasis on discovery of

ideas. Marketing researches devote a significant portion of their work on exploratory

studies when very little is known about the problem being examined.

Conclusive research

Conclusive studies attempts to determine the frequency with which something occurs

or the relationship between two phenomenon’s. Usually conclusive studies assume

certain under underlying characteristics of the market or have some precise statement

of research questions/hypothesis.

Research instrument used - details & why?

If one wants to know what type of dentifrice people use, what they think of, television

commercials, or why they buy particular brands of cars, the natural procedure is to ask

them. Thus, the questionnaire method has come to be the more widely used of the two

data collection method. Many consumers are now familiar with the telephone caller

who greets them with “We are making a survey”, and then proceeds to ask a series of

questions. Some interviews are conducted in person, others by telephone, and others

by mail. Each of these has its special advantages and disadvantages and limitations.

The questionnaire method in general, however, has a number of pervasive advantages

and disadvantages. Discussion of particular variations will be more meaningful if these

characteristics of the general methods are brought out first.

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A questionnaire consists of list of questions to be asked from the respondents and the

space provided to record the answer / responses. Questionnaire can be used for the

personal interviews, focus groups, mails and telephonic interviews. The choice among

these alternatives is largely determined by the type of information to be obtained and

by the type of respondents from whom it is to be obtained.

The common factor in all varieties of the questionnaire method is this reliance on

verbal responses to question, written or oral.

Questionnaire in the project consists of:

Multiple choice questions

Open end questions

Dicthomus

Multiple choice questions:

Questions of this type offer the respondents an alternative to choose the right answer

among others. It is faster, time saving and less biased. It also simplifies the tabulating

process.

Open end questions:

In this type respondents are free to answer in their own words and express the ideas

they think are relevant, such questions are good as first questions or opening

questions. They introduce the subject and obtain general reaction.

Dicthomus:

These are the questions which are Boolean in nature. These answers are

straightforward and respondents have to answer them in a straight way. That means

the answer can only be either ‘Yes” or ‘No’.

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Sampling Technique Used & Sample Size

Sample design is a definite plan of obtaining some items from the whole population.

The sample design used in this project is two state sampling i.e. Cluster and

convenience. In the probability sampling methods, each items in the sample is chosen

one at a time from a complete list of universe elements. In marketing research

practice, it will sometimes be more expedient to select clusters or groups of universe

elements, rather than to choose sample items individually.

Sampling methods in which universe elements are chosen in groups ---- rather than

individually -- are called cluster-sampling methods. They are widely used in the

sampling of human populations. When no complete universe listing exists, a type of

sampling is called area sampling may be the only practically feasible form of probability

sampling.

Non-disguised, structured techniques

The non structured techniques for attitude measurement are primarily of value in

exploratory studies, where the researcher is looking for the salient attributes of given

products and the important factors surrounding purchase decisions as seen by the

consumer. Structured techniques can provide a more objective measurement system,

one which is more comparable to a scale or a yardstick. The term scaling has been

applied to the efforts to measure attitudes objectively, and a number of useful scales

have been developed.

Sampling methods

Sample design is a definite plan of obtaining some items from the whole population.

The sample design used in this project is two state sampling i.e. cluster sampling and

convenience sampling. The total sample size was 100.

Cluster Sampling

Here the whole area is divided into some geographical area and a definite number of

consumers were to be surveyed.

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Sampling

1. Sampling Technique: Non probability sampling

(A non probability sampling technique is that in which each element in the

population does not have an equal chance of getting selected)

2. Sample Unit: People who buy passenger car available in retail outlets, superstores,

etc

3. Sample size: 100 respondents (Age ranging between 20 yrs to 50 yrs)

4. Method: Direct interview through questionnaire.

5. Data analysis method: Graphical method.

6. Area of survey: Lucknow District.

7. Timing of survey: 10.00 am to 6.00 pm

Method used for data collection-field work

Questionnaire was prepared keeping the objective of research in mind.

Questions were asked to respondents as regards to their willingness to purchase

passenger car.

The help of questionnaires conducted direct interviews, in order to get accurate

information.

In order to get correct information I had to approach consumers ranging from 23 yrs to

70 yrs.

I visited as many respondents as I can and asked them their real likings about any

passenger car and also got an idea, how a passenger car should be?

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WAY OF ADVERTISING

Advertising is a form of communication used to persuade an audience (viewers,

readers or listeners) to take some action with respect to products, ideas, or services.

Most commonly, the desired result is to drive consumer behavior with respect to a

commercial offering, although political and ideological advertising is also common.

Advertising messages are usually paid for by sponsors and viewed via various

traditional media; including mass media such as newspaper, magazines, television

commercial, radio advertisement, outdoor advertising or direct mail; or new media such

as websites and text messages.

1. Advertising through NEWS PAPER.

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2. Advertising through POSTERS & BANNERS.

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3. Advertising through TATA branding strategy.

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Analysis of data is a process of inspecting, cleaning, transforming, and modeling data

with the goal of highlighting useful information, suggesting conclusions, and supporting

decision making. Data analysis has multiple facets and approaches, encompassing

diverse techniques under a variety of names, in different business, science, and social

science domains.

Data mining is a particular data analysis technique that focuses on modeling and

knowledge discovery for predictive rather than purely descriptive purposes. Business

intelligence covers data analysis that relies heavily on aggregation, focusing on

business information. In statistical applications, some people divide data analysis into

descriptive statistics, exploratory data analysis (EDA), and confirmatory data analysis

(CDA). EDA focuses on discovering new features in the data and CDA on confirming

or falsifying existing hypotheses. Predictive analytics focuses on application of

statistical or structural models for predictive forecasting or classification, while text

analytics applies statistical, linguistic, and structural techniques to extract and classify

information from textual sources, a species of unstructured data. All are varieties of

data analysis.

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Primary tabulation & interpretation

1. The nature of the job of the respondents?

Business - 50%

Service - 50%

business50%

service50%

Nature of job

INFERENCE

50% respondents in the region of Lucknow have a business while 50% are in service

2. Have you any commercial vehicles?

Yes - 50%

No - 50%

NO50%

YES50%

CAR OWNERS

INFERENCE

50% respondents in the region of Lucknow have a passenger car while 50% do not have?

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3. Do you think Nano fits in the city traffic?

Yes- 85%

No - 0%

Not sure -15%

YES85%

NOT SURE15%

Does Nano fits in the city traffic

INFERENCE

Most of the people motivated to purchase car from advertisement which is 51%.

4. Are you interested in owing Nano, if so then when?

Within a week – 15%

Within a month - 70%

Not decided – 15%

Sales

Within a weekWithin a monthNot decided

INFERENCE

Most of the respondents are planning to purchase Nano within a month…

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4. Peoples satisfaction with Nano?

satisfied67%

Unsatisfied33%

consumer satisfaction

Satisfied - 67%

Unsatisfied - 33%

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Limitations

There is Limited time available for interviewing the respondents. As a result of

this it was not possible to gather full information about the respondents.

As summer training is going under summer season so sometime people are

less interested in filling up questionnaire.

If the respondents answer does not falls between amongst the options given

then it will turn up to be a biased answer.

Some respondents do not tell their actual details

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My Findings

There are equal numbers of people who are self employed and in service.

During the survey I found that still there are 50% people who were not having any

passenger car.

Most of the people said Nano fits in the city traffic

During the survey I found that young people are more attractive towards feature of the

model.

I found that most of the people have a TATA company’s car.

80% people satisfy with the performance of car.

In my finding TV channel is more effective media for advertisement.

Comparison of model is more effective advertisement.

Suggestions

Tata has always been a product centric company. It’s no way a consumer oriented

company. It is visible from all the passenger products it has launched. The only

advantage it enjoys presently is its first mover advantage but it can’t enable you to

sustain competitive advantage for a longer period. Nano and Indica good initiatives but

where are the looks of a passenger car. Look at the roof, the positioning of tail lamps,

indicator positioning of headlamps, no side indicator in Nano etc. the difference

between a transport vehicle and a passenger must be evident strongly.

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Conclusion

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Tata is one of the biggest Automotive Industry of India. It has a great goodwill in the

Automotive Market. There are many big automotive companies are in the Indian

Automobile Market.

Advertisement is more effective tools for sales of passenger car. So

Advertisement plays an important role to purchase a car.

According to my survey young people are more influence by advertisement for

purchasing the passenger car. In this age group the people more like and believe the

advertisement which shows feature of the model it means what is the speed, looks,

mileage etc.

In my conclusion TV channel is more effective media for giving the advertisement.

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www.google.com

www.marketresearch.com

Research Methodology.( Harper W.Boyd, C. R. Kothari )

News paper

www.tatamotors.com.

QUESTIONNAIRE

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ECTION 1 1 – UNDERSTANDING CUSTOMER AND HIS

CURRENT TWO WHEELER S

1. Which vehicle do you own currently? (MULTIPLE RESPONSE POSSIBLE)

Two wheeler Car None

CONTINUE IF HE SAYS TWO

WHEELER ELSE TERMINATE

THE INTERVIEW

1. (A) Under what price range does your existing two wheeler falls?

a. Rs 30,000- Rs 40,000 (Economy segment)

b. Rs 40,000-Rs 50,000 (Executive Segment)

c. Rs 50,000 and above (Premium Segment)

d. Others ___________

2. Which make and model of vehicle do you own currently? (MULTIPLE RESPONSE POSSIBLE)

3. What is the age of your TWO WHEELER?

1 year 2 years 3 years

AshutoshDwivedi(1012370011) 76

Entry/ Economy Segment Bikes (Rs

30,000-Rs 40,000)

Hero Honda CD Dawn 1

Hero Honda CD Deluxe 2

Bajaj Boxer 3

Bajaj Caliber 4

TVS Star City 5

TVS Max 100 6

Others (Rs 30-40,000

bikes)_____________

A

A

Others (Rs 30-40,000

bikes)_____________

B

B

Executive Segment Bikes (Rs 40,000-Rs

50,000)

Bajaj Discover DTS-Si 7

Bajaj Platina 8

Hero Honda Glamour/ Achiever 9

Hero Honda Splendor/ Plus/ NXG/ Super

Splendor10

Hero Honda Passion Pro/Plus 11

TVS Victor 12

Honda Shine 13

Honda Unicorn 14

Others (Rs 40-50,000

bikes)_____________

C

C

Others (Rs 40-50,000

bikes)_____________

D

D

Premium Segment Bikes (Rs Rs 50,000

and above)

Hero Honda CBZ/ XTREME 15

Hero Honda Karizma/ Hunk 16

Bajaj Pulsar 135 16

Bajaj Pulsar 150 18

TVS Apache 19

Honda VFR/ CBR/CB 1000/ CBF 20

Others (Rs 50,000 and above

bikes)_____________EE

Others (Rs 50,000 and above

bikes)_____________FF

Scooters

4 years 5 years and above

4. What do you use your current TWO WHEELER for? (MULTIPLE RESPONSE POSSIBLE) Travelling to work – Daily Travelling to work – Occasionally Travelling to school/ college – Daily Additional vehicle for day today work For family outing – Occasionally For my Business purpose Others please specify _____________

5. How many kms you drive per day? Less than 5 5-10 kms 10-20 kms 20-30 kms 30-40 kms 40-50- kms 50 and above

6. What was the mode of purchase of your 2 Wheeler? Cash down Finance purchase/Loan purchase(down-payment and EMI )

SECTION 2 – UNDERSTANDING NEED FOR NEXT PURCHASE

6.Are you planning to buy a vehicle in next few months/ shortly? Yes No

7. Which vehicle are you planning to buy? Car Two wheeler Others – Please Specify

8. In how much time are you planning to buy a vehicle?

AshutoshDwivedi(1012370011) 77

Within 3 month Within 6 month Within 1 year Within 2 years More than 2 years Not yet decided

9. For whom are you planning to buy this vehicle? Who will be the prime user of this vehicle? Self Spouse Children Parents Relatives/Friends Others

Those planning to buy Car [selected Car in Q 8]

10. Which make and models are you considering buying?

Tata Nano 0Maruti Suzuki 800 Std/ AC

1

Maruti Suzuki Alto 2Maruti Suzuki Omni 3Hyundai Santro 4Chevrolet Spark 5Maruti Suzuki Zen Estillo

6

Maruti Suzuki WagonR

7

Maruti Suzuki A-Star 8

AshutoshDwivedi(1012370011) 78

Hyundai i10 9Ford Figo 10Chevrolet Beat 11VW Polo 12Nissan Micra 13Maruti Suzuki Swift/ Ritz

14

Hyundai Accent/Verna

15

Tata Indica 16Tata Indigo/ Manza 17Suzuki SX4 18Swift Dzire 19Ford Ikon 20Ford Fiesta 21Honda City 22Others 99

Those not planning to buy Car [not selected Car in Q 8]

11. Why are you not planning to buy a car? (MULTIPLE RESPONSES POSSIBLE) Car is out of my budget. Low fuel economy of car Low running cost/ maintenance cost/ low cost of operation I don’t have a need of a car right now. I don’t have parking space for a car. Don’t know driving a car/ Difficult to drive a car in traffic Other reason 1 ______ Other reason 2 _______

Ask from those not planning to buy a car and saying “Car is out of my budget” as one of the reason

[not selected Car in Q 8] & [selected ‘Car is out of my budget’ in Q 12]

12. Did you know that EMI of Tata Nano is just 100 Rs. more than a 2 W? Yes No

Ask from those not planning to buy a car and saying “Car is out of my budget” and said NO in

question above i.e. they are not aware that EMI of Tata Nano is Rs 100 more than a 2 wheeler

[not selected Car in Q 8] & [selected ‘Car is out of my budget’ in Q 12] & [selected ‘No’ in

Q 13]

13. Now that you know, will you now consider buying Tata Nano? Yes

AshutoshDwivedi(1012370011) 79

No

Ask from those who say No in the question above [not selected Car in Q 8] & [selected ‘Car

is out of my budget’ in Q 12] & [selected ‘No’ in Q 13] & [selected No in Q 14]

14. Why do you still not consider buying Nano?_____________________________________________________________________________

_____________________________________________________________________________

________________

15. What are 1/2/3 things that will make you buy Tata Nano?_____________________________________________________________________________

_____________________________________________________________________________

________________

Those planning to buy 2-wheeler

16. Which make and model of vehicle do you plan to buy?

Entry/ Economy Segment Bikes (Rs

30,000-Rs 40,000)

Hero Honda CD Dawn 1

Hero Honda CD Deluxe 2

Bajaj Boxer 3

Bajaj Caliber 4

TVS Star City 5

AshutoshDwivedi(1012370011) 80

TVS Max 100 6

Others (Rs 30-40,000

bikes)_____________

A

A

Others (Rs 30-40,000

bikes)_____________

B

B

Executive Segment Bikes (Rs 40,000-Rs

50,000)

Bajaj Discover DTS-Si 7

Bajaj Platina 8

Hero Honda Glamour/ Achiever 9

Hero Honda Splendor/ Plus/ NXG/ Super

Splendor10

Hero Honda Passion Pro/Plus 11

TVS Victor 12

Honda Shine 13

Honda Unicorn 14

Others (Rs 40-50,000

bikes)_____________

C

C

Others (Rs 40-50,000

bikes)_____________

D

D

Premium Segment Bikes (Rs Rs 50,000

and above)

Hero Honda CBZ/ XTREME 15

Hero Honda Karizma/ Hunk 16

Bajaj Pulsar 135 16

Bajaj Pulsar 150 18

TVS Apache 19

Honda VFR/ CBR/CB 1000/ CBF 20

Others (Rs 50,000 and above

bikes)_____________EE

Others (Rs 50,000 and above FF AshutoshDwivedi(1012370011) 81

bikes)_____________

Scooters

Hero Honda Pleasure 14

Honda Activa 15

Honda Aviator 16

Honda Dio 17

Mahindra Duro 18

Mahindra Flyte 19

Mahindra Rodeo 20

Suzuki Access 21

TVS Scooty 22

TVS Scooty Pep 23

TVS Streak 24

Others ( Scooters Specify)_______G

G

Others (Scooters )______________G

G

AshutoshDwivedi(1012370011) 82

SECTION 3 – UNDERSTANDING PERCEPTIONS OF NANO

For those not considering buying a Tata Nano [not selected Nano in Q 11]

17. What was the reason you did not consider Tata Nano? Not yet seen on the roads

1

Nano has not yet proven itself 2

The model has a long waiting list3

The parts are expensive 4

It is too expensive5

The range does not contain a model/variant that appeals to me 6

Availability of spare parts7

There are not often deals/offers available8

Not much information is available about it in magazines/online9

Low resale value10

Difficult to resell 11

Not recommended by car enthusiasts/mechanics 12

Quality of vehicle is not good 14

Engine performance is not up to mark 15

Is not comfortable and luxurious 16

Is not safe 17

Exterior is not good 18

Interior is not good 19

Poor fuel economy 20

Design of the vehicle is not appealing 21

Does not have fuel options available 22

Does not have features I wanted 23

Due to recent reports of fire in Nano 24

AshutoshDwivedi(1012370011) 83

Others ______ 25

Others______ 26

18. What are 1/2/3 things that will make you buy Tata Nano?_____________________________________________________________________________

_____________________________________________________________________________

______________

For those considering buying a Tata Nano [selected Nano in Q 11]

19. What are the reasons for intending to buy Tata Nano?Low Price of the car 1

Small but spacious car 2

The car is easily maneuverable 3

Is something new in the market 4

It is safer than a two-wheeler 5

It is more comfortable than a two-wheeler 6

It is more comfortable than using public transport 7

It is a vehicle for the whole family 8

Is an exciting brand 9

Is a car that is comfortable to ride in(in tough roads condition, in long

journey)10

Is an attractive looking car 11

Has easily available spare parts 12

Has good after sales service 13

Has a reasonable cost of ownership (such as running/ maintenance cost) 14

Is a car with good fuel economy 15

Is a car with innovative technology 16

Is a safe car 17

AshutoshDwivedi(1012370011) 84

Is a car I would be proud to own 18

Is a modern car 19

Has good engine performance 20

Good Interiors 19

Good exteriors 20

Because of Tata brand name 21

Stable at high speeds 22

Is available everywhere (no. of outlets are high) 23

Car seen a lot on roads/ many people are using it 24

Others______ 25

Others ______ 26

20. For what all purpose you will use your Nano Daily for office For travelling during my business Regularly for household work Commercial purpose Others 1______ Others 2______

21. Would you like to take a test drive of Nano? Yes No

22. Do you know how to drive a car? Yes No

AshutoshDwivedi(1012370011) 85

SECTION 4 - PERSONAL INFORMATION

23. Education School Diploma Graduate Post graduate Professional Not willing to tell

24. Occupation Employed Business Retired Student Housewife Not Employed Not willing to tell

25. Monthly Income Below 10,000 10,000-15000 10,000-15,000 20,000-30,000 30,000-40,000 40,000 and above Not willing to tell

26. Age 18-24 24-34 34-44 44-55 55 and above

27. Gender M F

28. Number of members in the family

AshutoshDwivedi(1012370011) 86

2 3 4 5 or More than 5

CUSTOMER NAME- MODEL-

AshutoshDwivedi(1012370011) 87

ADDRESS- COLOUR-

MOBILE NO- REGISTRATION NO-

Q1.How much your NANO has done?

(A)More than 1000 kms (B) more than 2000 kms

Q2.Each day how much distance you cover with your NANO?

(A)More than 30kms (B) More than 50kms (C) Less than 100kms

Q3. How much over all mileage you are getting?

(A)Good (B) very good (C) Excellent

Q4. What do you think about maintainence of NANO?

(A)Less (B) High (C) very high

Q5. Are you satisfied with your NANO after sales services?

(A)Satisfied (B) Unsatisfied

Q6. From where you are getting services of your NANO done?

(A)SRM Motors pvt.ltd (B) Others

Q7. Are you happy with the services provided?

(A)Average (B) Good (C) excellent

Q8. What is feed back of your family members?

(A)Average (B) Good (C) excellent

Q9. Are you going to suggest your friend or your family members to own one?

(A)Yes (B) No

Q10. Can you provide any reference?

(A)…………………… (B) ……………………….

Q11. Any suggestions to improve the services?

(A)………………………..(B) ………………………..

CUSTOMER NAME- MODEL-

AshutoshDwivedi(1012370011) 88

ADDRESS- COLOUR-

MOBILE NO- REGISTRATION NO-

Q1.How much your NANO has done?

(B) More than 1000 kms (B) more than 2000 kms

Q2.Each day how much distance you cover with your NANO?

(B) More than 30kms (B) More than 50kms (C) Less than 100kms

Q3. How much over all mileage you are getting?

(B) Good (B) very good (C) Excellent

Q4. What do you think about maintainence of NANO?

(B) Less (B) High (C) very high

Q5. Are you satisfied with your NANO after sales services?

(B) Satisfied (B) Unsatisfied

Q6. From where you are getting services of your NANO done?

(B) SRM Motors pvt.ltd (B) Others

Q7. Are you happy with the services provided?

(B) Average (B) Good (C) excellent

Q8. What is feed back of your family members?

(B) Average (B) Good (C) excellent

Q9. Are you going to suggest your friend or your family members to own one?

(B) Yes (B) No

Q10. Can you provide any reference?

(B) …………………… (B) ……………………….

Q11. Any suggestions to improve the services?

(C) ………………………..(D)………………………..

CUSTOMER NAME- MODEL-

AshutoshDwivedi(1012370011) 89

ADDRESS- COLOUR-

MOBILE NO- REGISTRATION NO-

Q1.How much your NANO has done?

(C) More than 1000 kms (B) more than 2000 kms

Q2.Each day how much distance you cover with your NANO?

(C) More than 30kms (B) More than 50kms (C) Less than 100kms

Q3. How much over all mileage you are getting?

(C) Good (B) very good (C) Excellent

Q4. What do you think about maintainence of NANO?

(C) Less (B) High (C) very high

Q5. Are you satisfied with your NANO after sales services?

(C) Satisfied (B) Unsatisfied

Q6. From where you are getting services of your NANO done?

(C) SRM Motors pvt.ltd (B) Others

Q7. Are you happy with the services provided?

(C) Average (B) Good (C) excellent

Q8. What is feed back of your family members?

(C) Average (B) Good (C) excellent

Q9. Are you going to suggest your friend or your family members to own one?

(C) Yes (B) No

Q10. Can you provide any reference?

(C) …………………… (B) ……………………….

Q11. Any suggestions to improve the services?

(E) ………………………..(F) ………………………..

CUSTOMER NAME- MODEL-

AshutoshDwivedi(1012370011) 90

ADDRESS- COLOUR-

MOBILE NO- REGISTRATION NO-

Q1.How much your NANO has done?

(D)More than 1000 kms (B) more than 2000 kms

Q2.Each day how much distance you cover with your NANO?

(D)More than 30kms (B) More than 50kms (C) Less than 100kms

Q3. How much over all mileage you are getting?

(D)Good (B) very good (C) Excellent

Q4. What do you think about maintainence of NANO?

(D)Less (B) High (C) very high

Q5. Are you satisfied with your NANO after sales services?

(D)Satisfied (B) Unsatisfied

Q6. From where you are getting services of your NANO done?

(D)SRM Motors pvt.ltd (B) Others

Q7. Are you happy with the services provided?

(D)Average (B) Good (C) excellent

Q8. What is feed back of your family members?

(D)Average (B) Good (C) excellent

Q9. Are you going to suggest your friend or your family members to own one?

(D)Yes (B) No

Q10. Can you provide any reference?

(D)…………………… (B) ……………………….

Q11. Any suggestions to improve the services?

(G)………………………..(H)………………………..

CUSTOMER NAME- MODEL-

AshutoshDwivedi(1012370011) 91

ADDRESS- COLOUR-

MOBILE NO- REGISTRATION NO-

Q1.How much your NANO has done?

(E) More than 1000 kms (B) more than 2000 kms

Q2.Each day how much distance you cover with your NANO?

(E) More than 30kms (B) More than 50kms (C) Less than 100kms

Q3. How much over all mileage you are getting?

(E) Good (B) very good (C) Excellent

Q4. What do you think about maintainence of NANO?

(E) Less (B) High (C) very high

Q5. Are you satisfied with your NANO after sales services?

(E) Satisfied (B) Unsatisfied

Q6. From where you are getting services of your NANO done?

(E) SRM Motors pvt.ltd (B) Others

Q7. Are you happy with the services provided?

(E) Average (B) Good (C) excellent

Q8. What is feed back of your family members?

(E) Average (B) Good (C) excellent

Q9. Are you going to suggest your friend or your family members to own one?

(E) Yes (B) No

Q10. Can you provide any reference?

(E) …………………… (B) ……………………….

Q11. Any suggestions to improve the services?

(I) ………………………..(J) ………………………..

CUSTOMER NAME- MODEL-

AshutoshDwivedi(1012370011) 92

ADDRESS- COLOUR-

MOBILE NO- REGISTRATION NO-

Q1.How much your NANO has done?

(F) More than 1000 kms (B) more than 2000 kms

Q2.Each day how much distance you cover with your NANO?

(F) More than 30kms (B) More than 50kms (C) Less than 100kms

Q3. How much over all mileage you are getting?

(F) Good (B) very good (C) Excellent

Q4. What do you think about maintainence of NANO?

(F) Less (B) High (C) very high

Q5. Are you satisfied with your NANO after sales services?

(F) Satisfied (B) Unsatisfied

Q6. From where you are getting services of your NANO done?

(F) SRM Motors pvt.ltd (B) Others

Q7. Are you happy with the services provided?

(F) Average (B) Good (C) excellent

Q8. What is feed back of your family members?

(F) Average (B) Good (C) excellent

Q9. Are you going to suggest your friend or your family members to own one?

(F) Yes (B) No

Q10. Can you provide any reference?

(F) …………………… (B) ……………………….

Q11. Any suggestions to improve the services?

(K)………………………..(L) ………………………..

CUSTOMER NAME- MODEL-

AshutoshDwivedi(1012370011) 93

ADDRESS- COLOUR-

MOBILE NO- REGISTRATION NO-

Q1.How much your NANO has done?

(G)More than 1000 kms (B) more than 2000 kms

Q2.Each day how much distance you cover with your NANO?

(G)More than 30kms (B) More than 50kms (C) Less than 100kms

Q3. How much over all mileage you are getting?

(G)Good (B) very good (C) Excellent

Q4. What do you think about maintainence of NANO?

(G)Less (B) High (C) very high

Q5. Are you satisfied with your NANO after sales services?

(G)Satisfied (B) Unsatisfied

Q6. From where you are getting services of your NANO done?

(G)SRM Motors pvt.ltd (B) Others

Q7. Are you happy with the services provided?

(G)Average (B) Good (C) excellent

Q8. What is feed back of your family members?

(G)Average (B) Good (C) excellent

Q9. Are you going to suggest your friend or your family members to own one?

(G)Yes (B) No

Q10. Can you provide any reference?

(G)…………………… (B) ……………………….

Q11. Any suggestions to improve the services?

(M) ………………………..(N)………………………..

CUSTOMER NAME- MODEL-

AshutoshDwivedi(1012370011) 94

ADDRESS- COLOUR-

MOBILE NO- REGISTRATION NO-

Q1.How much your NANO has done?

(H)More than 1000 kms (B) more than 2000 kms

Q2.Each day how much distance you cover with your NANO?

(H)More than 30kms (B) More than 50kms (C) Less than 100kms

Q3. How much over all mileage you are getting?

(H)Good (B) very good (C) Excellent

Q4. What do you think about maintainence of NANO?

(H)Less (B) High (C) very high

Q5. Are you satisfied with your NANO after sales services?

(H)Satisfied (B) Unsatisfied

Q6. From where you are getting services of your NANO done?

(H)SRM Motors pvt.ltd (B) Others

Q7. Are you happy with the services provided?

(H)Average (B) Good (C) excellent

Q8. What is feed back of your family members?

(H)Average (B) Good (C) excellent

Q9. Are you going to suggest your friend or your family members to own one?

(H)Yes (B) No

Q10. Can you provide any reference?

(H)…………………… (B) ……………………….

Q11. Any suggestions to improve the services?

(O)………………………..(P) ………………………..

CUSTOMER NAME- MODEL-

AshutoshDwivedi(1012370011) 95

ADDRESS- COLOUR-

MOBILE NO- REGISTRATION NO-

Q1.How much your NANO has done?

(I) More than 1000 kms (B) more than 2000 kms

Q2.Each day how much distance you cover with your NANO?

(I) More than 30kms (B) More than 50kms (C) Less than 100kms

Q3. How much over all mileage you are getting?

(I) Good (B) very good (C) Excellent

Q4. What do you think about maintainence of NANO?

(I) Less (B) High (C) very high

Q5. Are you satisfied with your NANO after sales services?

(I) Satisfied (B) Unsatisfied

Q6. From where you are getting services of your NANO done?

(I) SRM Motors pvt.ltd (B) Others

Q7. Are you happy with the services provided?

(I) Average (B) Good (C) excellent

Q8. What is feed back of your family members?

(I) Average (B) Good (C) excellent

Q9. Are you going to suggest your friend or your family members to own one?

(I) Yes (B) No

Q10. Can you provide any reference?

(I) …………………… (B) ……………………….

Q11. Any suggestions to improve the services?

(Q)………………………..(R) ………………………..

CUSTOMER NAME- MODEL-

AshutoshDwivedi(1012370011) 96

ADDRESS- COLOUR-

MOBILE NO- REGISTRATION NO-

Q1.How much your NANO has done?

(J) More than 1000 kms (B) more than 2000 kms

Q2.Each day how much distance you cover with your NANO?

(J) More than 30kms (B) More than 50kms (C) Less than 100kms

Q3. How much over all mileage you are getting?

(J) Good (B) very good (C) Excellent

Q4. What do you think about maintainence of NANO?

(J) Less (B) High (C) very high

Q5. Are you satisfied with your NANO after sales services?

(J) Satisfied (B) Unsatisfied

Q6. From where you are getting services of your NANO done?

(J) SRM Motors pvt.ltd (B) Others

Q7. Are you happy with the services provided?

(J) Average (B) Good (C) excellent

Q8. What is feed back of your family members?

(J) Average (B) Good (C) excellent

Q9. Are you going to suggest your friend or your family members to own one?

(J) Yes (B) No

Q10. Can you provide any reference?

(J) …………………… (B) ……………………….

Q11. Any suggestions to improve the services?

(S) ………………………..(T) ………………………..

CUSTOMER NAME- MODEL-

AshutoshDwivedi(1012370011) 97

ADDRESS- COLOUR-

MOBILE NO- REGISTRATION NO-

Q1.How much your NANO has done?

(K)More than 1000 kms (B) more than 2000 kms

Q2.Each day how much distance you cover with your NANO?

(K)More than 30kms (B) More than 50kms (C) Less than 100kms

Q3. How much over all mileage you are getting?

(K)Good (B) very good (C) Excellent

Q4. What do you think about maintainence of NANO?

(K)Less (B) High (C) very high

Q5. Are you satisfied with your NANO after sales services?

(K)Satisfied (B) Unsatisfied

Q6. From where you are getting services of your NANO done?

(K)SRM Motors pvt.ltd (B) Others

Q7. Are you happy with the services provided?

(K)Average (B) Good (C) excellent

Q8. What is feed back of your family members?

(K)Average (B) Good (C) excellent

Q9. Are you going to suggest your friend or your family members to own one?

(K)Yes (B) No

Q10. Can you provide any reference?

(K)…………………… (B) ……………………….

Q11. Any suggestions to improve the services?

(U)………………………..(V)………………………..

CUSTOMER NAME- MODEL-

AshutoshDwivedi(1012370011) 98

ADDRESS- COLOUR-

MOBILE NO- REGISTRATION NO-

Q1.How much your NANO has done?

(L) More than 1000 kms (B) more than 2000 kms

Q2.Each day how much distance you cover with your NANO?

(L) More than 30kms (B) More than 50kms (C) Less than 100kms

Q3. How much over all mileage you are getting?

(L) Good (B) very good (C) Excellent

Q4. What do you think about maintainence of NANO?

(L) Less (B) High (C) very high

Q5. Are you satisfied with your NANO after sales services?

(L) Satisfied (B) Unsatisfied

Q6. From where you are getting services of your NANO done?

(L) SRM Motors pvt.ltd (B) Others

Q7. Are you happy with the services provided?

(L) Average (B) Good (C) excellent

Q8. What is feed back of your family members?

(L) Average (B) Good (C) excellent

Q9. Are you going to suggest your friend or your family members to own one?

(L) Yes (B) No

Q10. Can you provide any reference?

(L) …………………… (B) ……………………….

Q11. Any suggestions to improve the services?

(W) ………………………..(X)………………………..

AshutoshDwivedi(1012370011) 99

AshutoshDwivedi(1012370011) 100