MAJOR PROJECT REPORT

ON

CUSTOMER SATISFACTION OF EUREKA FORBES LIMITED PRODUCTS

Submitted in partial fulfillment of the requirement

Of

Bachelor of Business Administration

INTERNAL GUIDE: SUBMITTED BY:

Mrs. ANSHU SARNA SHALU BHARDWAJ

ASSISTANT PROFESSOR 04461201711

SUBMITTED TO:

BANARSIDAS CHANDIWALA INSTITUTE OF PROFESSIONAL STUDIES, DWARKA, NEW DELHI

(AFFILIATED TO GURU GOBIND SINGH INDRAPRASTHA UNIVERSITY

CERTIFICATE

This is to certify that the project work done on “CUSTOMER SATISFACTION OF EUREKA FORBES LIMITED PRODUCTS “Submitted to Guru Gobind Singh Indraprastha University, Delhi by SHALU BHARDWAJ in partial fulfillment of the requirement for the award of degree of Bachelor Of Business Administration, is a bonafide work carried out by him/her under my supervision and guidance. This work has not been submitted anywhere else for any other degree/diploma. The original work was carried during 28th Jan 2014 to 20th April 2014.

Date:

Mrs. Anshu Sarna

Assistant professor

ACKNOWLEDGEMENT

Exchange of ideas generates a new object, which helps a person to work in a better way. When a person is helped and provided guidance by others, her heart is found to pay gratitude and commutative appreciation.

This report bears the imprints of many people for this I first express my deep sense of gratitude to our Director, Dr. Satish Taneja who has been a constant source of inspiration to us.

I express my profound sense of gratitude to my mentor Mrs. Anshu Sarna, for all the encouragement and inspiration given to me during the preparation of this report and having made valuable critical comment on it.

I would like to express my gratitude to all my faculty members, for all the encouragement and inspiration given to me during the preparation of the project report and for their valuable teaching and guidance.

I would like to recognize my parent’s for their timely check and suggestions over all the proceedings. To all those people and those unmentioned, my heartfelt thanks.

SHALU BHARDWAJ

04461201711

TABLE OF CONTENTSS.NO PARTICULARS PAGE NO. 1.) Executive Summary

2.) Plan of the Research Introduction About the project Objective of the study Literature review

3.) Research Methodology: Universe & Sources of data Sample size Methods of data collection Instrument used Tools and techniques of analysis

4.) Data Collection and Data Analysis

5.) Findings & Conclusions

6.) Suggestion/ Recommendation

7.) Bibliography,GlossaryAnnexure

CUSTOMER SATISFACTION OF EUREKA FORBES LIMITED PRODUCTS

EXECUTIVE SUMMARYEureka Forbes, part of the Shapoorji Pallonji Group's Forbes Gokak based in Mumbai is an Indian consumer appliances company. Eureka Forbes was the first to introduce domestic water purifiers - the Aquaguard -model - as well as vacuum cleaners to India in the 1980s.The Company operates in over 92 cities in India and employs over 6,000 individuals. To introduce previously unknown products to a society in which nationwide commercial campaigns were impossible, the company pioneered direct selling. The corps of suit-clad Eureka Forbes salesmen was a tremendous success. They are now Asia's largest direct selling organization with a 5,000 strong direct sales force touching 1.25 million Indian homes and adding 1,500 customers daily. Such was the success of Eureka Forbes that Aqua guard has become a synonym for water purifier in India.1982 -Eureka Forbes, started in1982,which depended on technology provided by Sweden for making vacuum cleaners and air purifiers, has grown into a Rs.800-crorecompany employing nearly 8000 people, they pointed out. The company is the largest direct selling organization and has been considered as one among the most admired consumer durable companies in the country. The company has also drawn up plans for diversification to manufacture products aimed at 'smart homes /safe homes.Eureka Forbes, Ltd. offers water purification systems, vacuum cleaners, and air purifiers. The company also offers security solutions, including home security systems, intrusion alarm systems, access control systems, fire alarm systems, and surveillance systems. In addition, it offers industrial solutions, such as industrial water purifiers, commercial and industrial vacuum cleaners, hard floor cleaning and maintenance machines, high pressure cleaners, and cleaning and hygiene products. Eureka Forbes offers its products through dealers and institutional sales network. The company was incorporated in 1931 and is based in Mumbai, India. Eureka Forbes, Ltd. operates as a subsidiary of Forbes &Company Ltd. Euro smile is the service division of Eureka Forbes, with the largest service network across India catering to the needs of domestic and institutional customers. With Over7,000 employees we are the leaders in domestic and industrial Water Purification Systems, Vacuum Cleaners & Air Purifiers1. 

1. Pioneers in Direct selling - Asia's Largest Direct Sales Organization

6,000 strong Direct Sales Force touches 1.50 million Indian homes, adding1, 500 customers daily

Customer family now numbers over 6 million - enduring relationships as “Friends For Life “Operations in over 125 cities & 475 towns across India.

 2. Expanded channels that reach out to customers to include:

Over 5,000 strong Dealer Sales Network 

A 58 distributor strong Institutional Sales Network 

Security Systems Division - one of India's largest system integrators

A customer finance scheme, Euro value, for customers to easily obtain the means to Live Healthier Lives3.

 3. A strong service network that backs up sales efforts

4500 company trained technicians who make 20,000 kitchen visits daily

Supported by Call Centers, Customer Care Representatives & Mobile Service Vans4. 

4. Salient features or USPs

Service at your doorstep

Customer base more than 30 million

India’s largest after sales network – over 650 service centers

  Service network of 1050 business partners

4800 trained service technicians make 25000 calls everyday

Single number access 24 hours in 8 major cities- Euro helpline: 3988 3333

Genuine spare parts only

Free routine checkups and service camps

Annual Maintenance Contracts - the largest in the coo.

The objective of the project is to define the basic need and wants of customer, to know the product and service quality of Eureka Forbes product, to find out satisfaction of customer about Eureka Forbes product, to find out brand loyalty of the customer towards the Eureka Forbes product, to obtain the knowledge of the customer regarding after sale service. All these objectives of the study could be obtain through marketing research which is the systematic 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. The objective of this study is to identify the factors which affect the consumer purchase decision and also to identify the key driver of consumer’s perception towards eureka Forbes product. For this purpose convenient sampling is used as the sample units are chosen primarily on the

basis of convenience by sample size of 100 respondents within the boundaries of Delhi city.The study started with the literature survey though various journals and magazines, which help to comprehend. The questionnaires are designed based upon the objective of the study. The questionnaires consisted of mainly closed questions. It tested on small group and is rechecked before final administering. The respondent are mostly from Delhi with occupation as well as student group, who have use of product .In this study the target sample size is 100 without of any reception. Primary data is collected to conduct the study as primary data help to reach more authentic conclusion from finding. In these the data is collected by means of structured questionnaires.The result of this study could serve as a decision making tool to help eureka Forbes managers maximize the value of their brand.

CHAPTER – 1

INTRODUCTION

Consumer:Consumer is a broad label for any individuals or households that use goods and services generated within the economy. The concept of a consumer occurs in different contexts, so that the usage and significance of the term may vary.In economics and marketing:The "consumer" is the one who consumes the goods and services produced. As such, consumers play a vital role in the economic system of a nation because in the absence of the effective demand that emanates from them, the economy virtually collapses. Mahatma Gandhi said a customer is the most important visitor in our premises. He is not dependent on us, we are on him. He is not an interruption to our work; he is the purpose of it. Typically when business people and economists talk of consumers they are talking about person as consumer, an aggregated commodity item with little individuality other than that expressed in the buy/not-buy decision. However there is a trend in marketing to individualize the concept. Instead of generating broad demographic profiles and psycho-graphic profiles of market segments ,marketers have started to engage impersonalized marketing, permission marketing, and mass customization. There is increasing backlash from the public over use of the label "consumer" rather than "customer", with many finding it offensive and derogatory.In law and politics:The law primarily uses the notion of "consumer" in relation to consumer protection laws, and the definition of consumer is often restricted to living persons (i.e. not corporations or businesses) and excludes commercial users. A typical legal rationale for protecting the consumer is based on the notion of policing market failures and inefficiencies, such as inequalities of bargaining power between a consumer and a business. As of all potential voters are also consumers, consumer protection takes on a clear political significance. Concern over the interests of consumers has also spawned much activism, as well as incorporation of consumer education into school curriculaThere are also various non-profit publications, such as Consumer Reports and Choice Magazine, dedicated to assisting consumer education and decision making, and Consumer Direct in the UK. In India, the Consumer Protection Act 1986 clearly differentiates a consumer as consuming a commodity or service either for his personal domestic use or to earn his livelihood. Only consumers are protected as per this act and any person, entity or organization purchasing a commodity for commercial reasons are exempted from any benefits of this act. Furthermore, Indian case law has quite a few references on how to distinguish a consumer from a customer.

CONSUMER BEHAVIOR: The psychology of marketing- The study of consumers helps firms and organizations improve their marketing strategies by understanding issues such as how the psychology of how consumers think, feel, reason, and select between different alternatives (e.g., brands, products); The psychology of how the consumer is influenced by his or her environment (e.g., culture, family, signs, media); The behavior of consumers while shopping or making other marketing decisions; Limitations in consumer knowledge or information processing abilities influence decisions and marketing outcome; How consumer motivation and decision strategies differ between products that differ in their level of importance or interest that they entail for the consumer; and How marketers can adapt and improve their marketing campaigns and marketing

strategies to more effectively reach the consumer. There are four main applications of consumer behavior: The most obvious is for marketing strategy—i.e., for making better marketing campaigns .For example, by understanding that consumers are more receptive to food advertising when they are hungry, we learn to schedule snack advertisements late in the afternoon .By understanding that new products are usually initially adopted by a few consumers and only spread later, and then only gradually, to the rest of the population, we learn that Companies that introduce new products must be well financed so that they can stay afloat until their products become a commercial success it is important to please initial customers, since they will in turn influence many subsequent customers’ brand choices.A second application is public policy. In the 1980s, Acutance, a near miracle cure for acne, was introduced. Unfortunately, Acutance resulted in severe birth defects if taken by pregnant women. Although physicians were instructed to warn their female patients of this, a number still became pregnant while taking the drug. To get consumers’ attention, the Federal Drug Administration (FDA) took the step of requiring that very graphic pictures of deformed babies be shown on the medicine containers .Social marketing involves getting ideas across to consumers rather than selling something. Marty Fishbone, a marketing professor, went on sabbatical to work for the Centers for Disease Control trying to reduce the incidence of transmission of diseases through illegal drug use. The best solution, obviously, would be if we could get illegal drug users to stop. This, however, was deemed to be infeasible. It was also determined that the practice of sharing needles was too ingrained in the drug culture to be stopped. As a result, using knowledge of consumer attitudes, Dr. Fishbone created a campaign that encouraged the cleaning of needles in bleach before sharing them, a goal that was believed to be more realistic .As a final benefit, studying consumer behavior should make us better consumers. Common sense suggests, for example, that if you buy a 64 liquid ounce bottle of laundry detergent, you should pay less per ounce than if you bought two 32 ounce bottles. In practice, however, you often pay a size premium by buying the larger quantity. In other words, in this case, knowing this fact will sensitize you to the need to check the unit cost labels to determine if you are really getting a bargain. There are several units in the market that can be analyzed. Our main thrust in this course is the consumer. However, we will also need to analyze our own firm’s strengths and weaknesses and those of competing firms. Suppose, for example, that we make a product aimed at older consumers, a growing segment. A competing firm that targets babies, a shrinking market, is likely to consider repositioning toward our market. To assess a Competing firm’s potential threat; we need to examine its assets (e.g., technology, patents, market knowledge, and awareness of its brands) against pressures it faces from the market. Finally, we need to assess conditions (the marketing environment). For example, although we may have developed a product that offers great appeal for consumers, a recession may cut demand dramatically.

Eureka ForbesEureka Forbes - Starting from the Scratch Eureka Forbes followed the globally 'tried and tested' direct selling route for marketing its products in India, thus becoming one of the first direct

selling companies in India. Vacuum cleaners and water purifiers were rather new concepts for Indian consumers, who had till then followed only the traditional methods of cleaning and filtering. Therefore, Eureka Forbes had to first establish the concept of vacuum cleaners and water purifiers in India before it could sell 'Eureka' as a brand. The company believed that it score strength was its people. It employed dynamic, highly motivated individuals, called ‘Euro champs,' who projected the image of 'The friendly man from Eureka Forbes. 'Thus, for the average Indian consumer, Eureka Forbes became synonymous with the smartly dressed Salesman who came to their houses and cleaned up things in a jiffy or showed how air/water purifiers were indispensable. Euro champs initially targeted the metros but soon began visiting smaller cities and towns also.Current scenario- The consumer durables market in India is valued at US $ 4.5 billion currently. In 2006, microwave ovens and air conditioners registered a growth of about 25%. Frost-free refrigerators have registered significant growth as many urban families are replacing their old refrigerators. Refrigerator sales amounted to 4.2 million in 2006, whereas the production of the refrigerators went up by 17% as compared to the preceding year. Washing machines, which have always seen poor growth, have seen reasonable growth in2006. More and more Indians are now buying electrical appliances due to change in electricity scenario. The penetration level of color televisions (CTVs) is expected to increase 3 times by 2007.

We are ‘Your friends for life,’ we are Eureka Forbes!It dates back to 1982, when health ambassadors from Eureka Forbes, with a new concept of living in a clean environment and drinking water in its purest form knocked on your door. They called themselves friends for life and they proved that they indeed were. Eureka Forbes continues to be the best friend in Indian Households after three decades and the sentiments have not changed. Eureka Forbes is a part of the Shapoorji Pallonji Group and today it is a 12 billion INR, multi-product and multi-channel corporation. Incepted in 1982, we have put 29 years of consolidated efforts to become the undisputed leaders in domestic and industrial Water Purification Systems, Vacuum Cleaners, and Air Purifiers & Security Solutions. Being Asia’s largest direct sales organization, our force of 7000 direct personnel touches 8million homes. We have one of the largest networks catering to more than 131 cities and398 towns across the country. We also have a 10,000 strong dealer sales network and over 58 distributor strong Industrial Sales Network. Dedicated to the cause of providing healthier living, today we have successfully established ourselves as a business super-brand and our dedicated team works around the clock to make your lives healthier and more secure. We strive to provide the best after sales service, and to achieve the same we have over 1500 service centers and as many as4500 company trained technicians who visit over 20,000 Indian kitchens daily!

 

PRODUCTS OF EUREKA FORBES

 (A) VACCUM CLEANER1. Euro cleans Robocleanz:Introducing Euro clean robocleanz. India's first automatic vacuum cleaner. From now you don't needs to take time off your busy schedule to clean your home. All you need to do is switch on your robocleanz. It will clean your home automatically. Its unique combination of design and style ensures that your home remains clean and dust-free. Go ahead. Enjoy the convenience of cleaning your home without actually spending time on it.>> Buy Now for Rs. 6,990/->> Pay by Cash on delivery>> TCI XPS Express  Delivery>> Get Free Demo @ your home* Available in the comfort of your home through the trained direct sales specialist of Eureka Forbes.

2. Euroclean ACE:The new Euro clean ACE is equipped with deep cleaning+ technology. It extracts the toughest dirt that contains asthma and allergy causing dust mites,ensuring a clean and healthy home.>> Buy Now for Rs. 7,990/->> Pay by Cash on delivery>> TCI XPS Express Delivery>> Get Free Demo @ your home* Available in the comfort of your home through the trained direct sales specialist of Eureka Forbes.

3. Euroclean XForce:Product Overview the Euro clean Force is a new age vacuum cleaner, which is powerful and truly international in its design.>> MRP Rs. 7,790/->> Pay by Cash on delivery>> TCI XPS Express Delivery>> Get Free Demo @ your home* Available in the comfort of your home through the trained direct sales specialist of Eureka Forbes.* Available in Maharashtra & Kolkata

3. Euroclean Litevac:Product feature: Handy/Stick, 2 way bag less type.>> MRP Rs. 2,500/->> Pay by Cash on delivery>> TCI XPS Express Delivery>> Get Free Demo @ your home* Available in the comfort of your home through the trained direct sales specialist of Eureka Forbes.* Available for bulk/institutional purchase and available in select towns through our franchisee channel.

(B)Water PurifiersAqua guard UV+RO+UF:1. Aqua guard Total SENSAThe Aqua guard Total Sensa is the World's only purifier equipped with E-boiling +, UV+, RO+ UF+ and SMP+ technologies that can purify any kind of water. No Matter where you live. Its Patented Blug technology senses the quality of water. Then auto selects the best purification technology to purify your water. SMP+ ensures that the TDS level in your water is constant and gives you the triple benefit of sweetness, minerals and purity. Giving you water that's perfectly balanced, with the right amount of minerals and salts.>> Buy Now for Rs. 17,900/->> Pay by Cash on delivery>> TCI XPS Express Delivery>> Book Now for Rs. 3,000/->> Get Free Demo @ your home* Available in the comfort of your home through the trained direct sales specialist of Eureka Forbes.

2. Aqua guard UV models:2(A). Aqua guard Total INFINITIProduct Overview: Aqua guard Total INFINITI is powered with the advanced Intel e-boiling+ technology. These innovative, duo-boiling technology purifiers the water twice ensuring that the water your family drinks is doubly purified and safe. What's more, it's backed by the state-of-the-art Nano Silver Activated Carbon Block developed in collaboration with IIT-Chennai. Active Silver Technology uses Nano Silver to effectively control contamination, bacterial growth as well as reduce pesticides and lead from your drinking water, making the water lead and pesticide safe. Ultimately, providing double purification and double protection to your family. >> Buy Now for Rs. 9,590/->> Pay by Cash on delivery>> TCI XPS Express Delivery>> Book Now for Rs. 1,900/->> Get Free Demo @ your home* Available in the comfort of your home through the trained direct sales specialist of Eureka Forbes.

332 (B). Aqua guard Classic:Product Overview :Powered with e-boiling+ intelligent purity sensor system and mineral Preserver system, Aqua guard Classic removes physical, chemical and Water-borne disease causing bacteria, virus and protozoa from your Drinking water ensuring that the water your family drinks is absolutely Pure and safe. Aqua guard Total Water Purifiers are the only purifiers in India that are endorsed by the Indian Medical Association.>> MRP Rs. 7,390/-2. (C) Aqua guard Compact:Product Overview: Powered with e-boiling+, an Intelligent Purity Sensor system and Mineral Preserver system, Aqua guard Compact removes waterborne disease-causing organisms, impurities and more, ensuring that the water your child drinks is absolutely pure and safe. Only Aqua guard guarantees every mother totally pure water, by offering a range of solutions to take care of every impurity.>> Buy Now for Rs. 7,790/->> Pay by Cash on delivery>> TCI XPS Express Delivery

2. (D) Aqua guard Booster:Product Overview: Aqua guard is proud to introduce to you the Aqua guard Booster. Equipped with E-boiling+, a unique SMPS system and an in-built Water pressure enhancer, the Booster is specially designed for areas with low water pressure and no running Water, ensuring that your child gets pure drinking water. Every time.>> Buy Now for Rs. 9,190/->> Book Now for Rs. 1,800/-2. (E) Aqua guard Hi-Flow:Product Overview: Equipped with E-boiling+, an Intelligent Purity sensor system and Mineral Preserver system, the Hi Flow ensures that your child drinks only pure, safe water.>> Buy Now for Rs. 9,490/->> Pay by Cash on delivery>> Book Now for Rs. 1,900/-

3. Aqua guard RO Models:3. (A) Aqua guard Total Protect+:Product Overview: The Aqua guard Total RO PROTEC+ is the next generation RO water purification system. Unlike conventional RO purifiers the latest 3G technology electronically enhances the membrane life. It not only eliminates physical, chemical and microbiological contaminants but also removes tough new-age contaminants like Lead, Pesticides and Heavy metals. What's more the New Aqua guard Total RO PROTEC+ comes within creased storage capacity of 10 liters that ensures you never run out of pure water for your child because your child deserves nothing but the very best.>> Buy Now for Rs. 13,500/->> Pay by Cash on delivery>> TCI XPS Express Delivery>> Book Now for Rs. 2,700/-* Available in the comfort of your home through the trained direct sales specialist of Eureka Forbes

3. (B) Aqua guard Total Reviva:Product Overview: Aqua guard Total introduces you to the revolutionary Reviva. Equipped with Reverse Osmosis Plus, the new Reviva removes harmful lead, a cause of brain damage, especially in young children. It also helps protect your family from water-borne disease-causing bacteria, viruses and protozoa. It also eliminates harmful disease-causing chemicals like pesticides and more, ensuring that every drop of water your family drinks is pure and safe.>> Buy Now for Rs. 9,990/->> Pay by Cash on delivery>> TCI XPS Express Delivery>> Book Now for Rs. 2,000/->> Get Free Demo @ your home* Available in the comfort of your home through the trained direct sales specialist of Eureka Forbes.

3. (C) Aqua guard Total Atom:Product Overview: Specially designed for areas with hard water, the ultra-compact ATOM RO water purifier is equipped with the unique Reverse Osmosis technology and a 5-stage purification that reduces the TDS level of water and revives its sweet taste. It also eliminates physical chemicals and microbiological contaminants including Lead, pesticides and heavy metals. Furthermore, it comes with a sufficient storage capacity of 4 liters to suit the requirements of small and medium sized families. The ATOM is here! Make sure your child gets only pure healthy and sweet drinking water.>> MRP Rs. 8,490/->> TCI XPS Express Delivery>> Book Now for Rs. 2,000/->> Get Free Demo @ your home* Available for bulk/institutional purchase and available in select towns through our franchisee channel.

3. (C) Aqua guard UF:Product Overview: Aqua guard Ultra uses Ultra Purification technology, an advance purification process that filters impurities even in the molecular range, including bacteria, virus, cysts, etc. The purifier uses a membrane with 0.01 micron pore size that acts as a molecular sieve.>> MRP Rs. 4,990/->> TCI XPS Express Delivery>> Book Now for Rs. 1500/->> Get Free Demo @ your home Available for bulk/institutional purchase and available in select towns through our franchisee channel.

3. (D) Aqua Sure Elegant DX:Product Overview: Elegant DX has an elegant design with 5 Stage RO Purification and a storage capacity of 8 lets.>> MRP Rs. 12,490/->> TCI XPS Express Delivery>> Book Now for Rs. 45, 00/->> Get Free Demo @ your home* Available at all leading Consumer Durable, Home Appliance and Modern Organized Retail Outlets

3. (E) Aqua Sure Elegant RO:Product Overview:Aqua Sure Elegant RO is an electric water purifier with advanced technology that kills harmful bacteria & viruses to give your family 100% pure and safe drinking water.>> MRP Rs. 9,990/-All Features:Available in Low TDS5 Stage RO Purification Storage Capacity 6 L Micro switch float to avoid over flow Manual flush facility Auto Shut

Off 

4. Aqua Sure Storage:4. (A) Aqua Sure Extra: Product Overview: Aqua Sure Extra storage water purifier with advanced technology that kills harmful bacteria and viruses and gives 100% pure and safe water >> MRP Rs. 1,390/-Product Features:

No electricity required No running water No boiling required Special float ensures double storage capacity. Water can be stored in top and bottom

containers Ensures 18 liters capacity at all times Pure and Safe water for the family - Kills all disease-causing bacteria and viruses

.

4. (B) Aqua Sure Supreme 3000:Product Overview The new Aqua Sure storage water purifier, with advanced technology kills harmful bacteria and viruses. It ensures 100% pure and safe drinking water for your family’s good health. >> MRP Rs. 2,990/-* Available at all leading Consumer Durable, Home Appliance and Modern Organized Retail Outlets .ProductFeaturesUnique 5 stage purification Storage water purification No electricity is required Cartridge life 3000 Liter Unique Water level Indicator

5. Aqua Sure UV: 5(A).x Aqua Sure CrystalProduct Overview: Aqua Sure Crystal UV is a multistage electric water purifier with advanced technology that kills harmful bacteria & viruses, giving your family 100% pure and safe drinking water.>> MRP Rs. 7,650/-Available at all leading Consumer Durable, Home Appliance and Modern Organized Retail Outlets.

Product Features 1. Ensures your purifier works even during voltage fluctuation. 2. Avoids wastage of pure water. 3. Protects your family by delivering pure water always

5. (B) Aqua Sure Ivory DoProduct Overview Aqua Sure Ivory Do, a 3 stage UV electric water Purifier with advanced technology that kills harmful bacteria & Virus and gives your family 100% pure & safe drinking water and good health. Product Features: In-built Voltage stabilizer Ensures your purifier works even during voltage fluctuations. Dual cartridge life Compact yet powerful cartridge. Hi flodelivers 2 L water in a minute Error Indication If an error occurs, the machine indicates with an alert signal.

5(c) Aqua Sure Aqua flow Dx:Product Overview:Aqua sure Aqua Flow Dx is a UV multistage electric water purifier with advanced technology that kills harmful bacteria & viruses to give your family 100% pure and safe drinking water.  >> MRP Rs. 4,990/-Product Features:In-built Voltage stabilizer Ensures your purifier works even during voltage fluctuations. Dual cartridge life Compact yet powerful cartridge. Hi flow Delivers 2 L water in a minute Error Indication If an error occurs, the machine indicates with an

5. (d) Aqua Sure Storage UV :Product Overview:Aqua Sure Storage UV is a 4 stage UV electric water purifier powered by advanced technology that kills harmful bacteria & viruses, to give your family 100% pure & safe drinking water.>> MRP Rs. 3,990/-Product Features:4 Stage UV Water Purifier: The purification process involves 4 stages: Particulate filter removes all floating particles; The Sediment filer removes any remaining particles; Carbon Block removes organic &chemical compounds; and lastly the UV technology eliminates water-borne disease causing bacteria & viruses In-built Voltage stabilizer: Ensures your purifier works even during voltage fluctuations, ranging from 150V-270V.Water level Indicator Indicates the level of pure water available in store. Energy saver mode The Energy saver mode enhances the life of the UV lamp while saving energy.

6. Institutional Products:6.(a) Aqua guard Cooler Cum Purifier :Product Overview: Today, in many work places, commercial establishments, restaurants, etc. a water purifier is attached to a cooler, which means water is first purified then cooled but how often is the cooler storage tank cleaned? So the chances of re-contamination are high and the water you are drinking may not too free from diseases-causing bacteria and viruses. That makes the use of the purifier before the cooling process completely futile. Aqua guard cooler cum purifier has the technology to ensure that your drinking water is not just cool but also 100% safe. It comes with the ISO 9001 Certification and purification capacity of 40 liters’ per hour.

INDUSTRAIL MODEL:1. Aqua guard AG 200:AG 200 comes from the makes of Aqua guard, with international water purification technology. So you can be sure you are drinking safe water that conforms to WHO standards and that you are protected from dangerous water borne diseases. So now, large commercial establishments like hotels, factories, manufacturing industries, hospitals etc., as well as smaller commercial establishments like schools, restaurants, institutions, clinics, nursing homes, etc. can be assured of safe drinking water. Aqua guard 200 is designed to purify water, no matter what the source of water supply. One look at their advanced features and you know you can trust Aquaguard to protect you and your employees from all water borne diseases.

  2. Aqua guard REVIVA - RO 25 LPH Basic:The RO Membrane used in Aqua guard REVIVA Institutional Reverse Osmosis purification system has a 0. 0001 micron pore size, which prevents the passage of micro-organisms and total dissolved salts. This makes water lighter, taste natural and safe to drink. Aqua guard REVIVA Institutional Reverse Osmosis purification system makes the water both chemically and micro-biologically potable by reducing hardness, TDS, heavy metal contaminants like Arsenic, Lead, and Mercury and by removing pathogenic micro-organisms. Consequently, it revives the original taste of water. Its unique 6 stage purification process also reduces pesticides in the water and reduces scale formation, when water is heated. Product Features:6 Stage purification process Equipped with the revolutionary Reverse Osmosis technology and 6- stage purification process. Higher capacity Aqua guard REVIVA Institutional Reverse Osmosis water purification System uses special membrane elements, which produces higher quantity of treated water, ensures faster and continuous supply of water. Micro-biologically Potable Makes water both chemically and microbiologically potable by reducing hardness, TDS, heavy metal contaminants and by removing waterborne pathogenic micro-organisms. No Need for bottled water With Aqua guard REVIVA Institutional Reverse Osmosis Purification System. you won't need bottled water anymore. Self - Cleaning System This ensures superior and effective membrane performance by auto-flushing every hour 3. Aqua guard REVIVA - RO 50 LPH Basic:The RO Membrane used in Aqua guard REVIVA Institutional Reverse Osmosis purification system has a 0. 0001 micron pore size, which prevents the passage of micro-organisms and total dissolved salts. This makes water lighter, taste natural and safe to drink. Aqua guard REVIVA Institutional Reverse Osmosis purification system makes the water both chemically and micro-biologically potable by reducing hardness, TDS, heavy metal contaminants like Arsenic, Lead, and Mercury and by removing pathogenic micro-organisms. Consequently, it revives the original taste of water. Its unique 6 stage purification process also reduces pesticides in the water and reduces scale formation, when water is heated.Features: 6 Stage purification process:Equipped with the revolutionary Reverse Osmosis technology and 6- stage purification process.

Higher capacityAqua guard REVIVA Institutional Reverse Osmosis water purification System uses special membrane elements, which produces higher quantity of treated water, ensures faster and continuous supply of water.Micro-biologically PotableMakes water both chemically and microbiologically potable by reducing hardness. TDS, heavy metal contaminants and by removing waterborne pathogenic micro-organisms.No Need for bottled waterWith Aqua guard REVIVA Institutional Reverse Osmosis Purification System. you won't need bottled water anymore.Self - Cleaning SystemThis ensures superior and effective membrane performance by auto-flushing every hour.

 4. Aqua guard REVIVA - RO 25 LPH Storage:The RO Membrane used in Aqua guard REVIVA Institutional Reverse Osmosis purification system has a 0. 0001 micron pore size, which prevents the passage of micro-organisms and total dissolved salts. This makes water lighter, taste natural and safe to drink. Aqua guard REVIVA Institutional Reverse Osmosis purification system makes the water both chemically and micro-biologically potable by reducing hardness, TDS, heavy metal contaminants like Arsenic, Lead, and Mercury and by removing pathogenic micro-organisms. Consequently, it revives the original taste of water. Its unique 6 stage purification process also reduces pesticides in the water and reduces scale formation, when water is heated.Features:6 Stage purification processEquipped with the revolutionary Reverse Osmosis technology and 6- stage purification process.Higher capacityAqua guard REVIVA Institutional Reverse Osmosis water purification System uses special membrane elements, which produces higher quantity of treated water, ensures faster and continuous supply of water.Micro-biologically PotablesMakes water both chemically and microbiologically potable by reducing hardness. TDS heavy metal contaminants and by removing water borne pathogenic micro-organisms.No Need for bottled waterWith Aqua guard REVIVA Institutional Reverse Osmosis Purification System. you won't need bottled water anymore.Self - Cleaning SystemThis ensures superior and effective membrane performance by auto-flushing every hour.

ABOUT THE PROJECT

The project is all about to define the basic needs and wants of customer, to know the product and service quality of eureka Forbes limited, to find out the satisfaction level of

customer about eureka Forbes product, to find out brand loyalty of the customer towards the eureka Forbes product and to obtain the knowledge of the customer regarding after sale service. All the above objectives of the study could be obtain through marketing research which is the systematic 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. The objective of this study is to identify the factors which affect the consumer purchase decision and also to identify the key driver of consumer’s perception towards eureka Forbes product. For this purpose convenient sampling is used as the sample units are chosen primarily on the basis of convenience by sample size of 100 respondents within the boundaries of Delhi city.The study started with the literature survey though various journals and magazines, which help to comprehend. The questionnaires are designed based upon the objective of the study. The questionnaires consisted of mainly closed questions. It tested on small group and is rechecked before final administering. The respondent are mostly from Delhi with occupation as well as student group, who have use of product .In this study the target sample size is 100 without of any reception. Primary data is collected to conduct the study as primary data help to reach more authentic conclusion from finding. In these the data is collected by means of structured questionnaires.The result of this study could serve as a decision making tool to help eureka Forbes managers maximize the value of their brand.

OBJECTIVE OF THE STUDY

1. To define the basic need and wants of customer.2. To know the product and service quality of Eureka Forbes product.3. To find out satisfaction of customer about Eureka Forbes product.4. To find out brand loyalty of the customer towards the Eureka Forbes

product.5. To obtain the knowledge of the customer regarding after sale service.

LITERATURE REVIEW:Review of related literature means researcher should undertake extensive literature survey connected with the problem. For this purpose, the abstracting and indexing journals and published or unpublished bibliographies are the first place to go to. Academic journals, conference proceeding, government reports books etc. must be tapped depending on the nature of

the problem. In this process, it should be remembered that one source will lead to another. The earlier studies, if any, which are similar to the study in hand, should be carefully studied. A good library will be a great help to the researcher at this stage.Humans have been storing and distributing water for centuries. Before, when people lived as hunters/ collectors, river water was applied for drinking water purposes. When people permanently stayed in one place for a long period of time, this was usually near a river or lake. When there were no rivers or lakes in an area, people used groundwater for drinking water purposes. This was pumped up through wells.When the human population started growing extensively, the water supply was no longer sufficient. Drinking water needed to be extracted from a different source.About 7000 years ago, Jericho (Israel, figure 1) stored water in wells that were used as sources. People also started to develop drinking water transport systems. The transport took place through simple channels, dug in the sand or in rocks. Later on one also started using hollow tubes. Egypt uses hollow palm trees and china and japan used bamboo strunks. Eventually one started using clay, wood and even metal.In Persia people searched for underground rivers and lakes. The water went through holes in rocks into the wells on the plains.Around 3000 B.C. the city of Mohenjo-Daro (Pakistan) used a very extensive water supply. In this city there were public bathing facilities with water boiler installations and bathrooms.In ancient Greece spring water, well water, and rain water were used very early on. Because of a fast increase in urban population, Greece was forced to store water in wells and transport it to the people through a distribution network. The water that was used was carried away through sewers, along with the rainwater. When valleys were reached, the water was lead through hills under pressure. The Greek where among the first to gain an interest in water quality. They used accretion basins for water purification. In 1827, the Englishman James Simpson built a sand filter for drinking water purification. Today, we still call this the number one tribute to public health.Aaker (1991) view customer satisfaction as a multi-dimensional concept which is made up of perceived qualities, brand loyalty, brand awareness, brand association and other proprietary asset. A similar conceptualization was proposed by Keller (1993). According to Keller (1993), consumer satisfaction consists of two dimensions, brand knowledge and brand awareness.Cob- Walgren et al (1995) based their study on consumer based perpetual measure of customer satisfaction.Their study adopted three of Aker (1991) perpetual component of customer satisfaction i.e. brand awareness, brand association and perceived quality. They tested whether customer satisfaction has an effect on brand perception, intention and attitude. The result of their study found out that customer satisfaction has on perception, intention and attitude.Low and lamb Jr (2000) and Prasad and Dev (2000) also adopted four of Aker (1991) component i.e. brand awareness, perceived of quality, loyalty and association.Yoo et al (2000) adopted three of Aker (1991) component i.e. perceived quality, brand association and loyalty. Their study suggested and tested a model and the result revealed that these dimensions contribute to customer satisfaction.Simon and Sullivan (1993) claim that the best method for measuring customer satisfaction towards any product depends on the objective market based data which give room for comparison overtime and across firm.Simon and Sullivan (1993) used the word “incremental utility” to refer to customer satisfaction. Park and Sri Nivasan (1994) refer to customer satisfaction as the distinction between the overall

brand preference and the multi attribute preference depending on the objectively measured attribute level. Agarwal and Rao (1996) also refer to customer satisfaction as the total quality and choice intention. From the above it is clear that customer satisfaction is viewed in different ways by different researchers.Eureka Forbes–“Friend for Life “Customers have always been the center of business for EFL, they strive to be in close and constant touch with their customers listening to them and understanding their needs. Eureka Forbes has also taken initiative to educate their customers to change their perceptions and practices. According to the EFL officials “A sale is only the beginning of the relationship” however company makes special efforts to let the bonds of friendship endure through their service. Everyone at EFL strives hard to make a customer there “friend for life”. Eureka Forbes has rechristened their offices to CRS-Customer Response centers making them the hub of all customer centric efforts. A significant part of their revenues comes from relationship marketing including service contracts, spares and accessories sales, product up gradation and new references. As more channels to reach out to customers were introduced, organization was restructured to harmonize these multiple avenues of interaction and present a single face to the customer-any customer is everyone’s Customer under this process of Convergence .Aqua check–An Initiative by Eureka Forbes Aqua check is one of the initiative taken by Eureka Forbes to educate people about safe and pure drinking water.

At Aqua check, customers of any brand of water purifier can get their water checked for the bacteria and other water contents for a nominal fee

Service available in Ahmedabad, Bangalore, Bhimtal, Chandigarh,Chennai,Cochin,Delhi,Guwahati,Hyderabad,Indore,Kolkata,Lucknow,Meghalaya and Mumbai.

The study, which examined vacuums and the dirt they harbour, found that the dirt inside the flooring cleaners may often contain harmful bacteria, which sprouts from dust and mould buildups. The study was published in the Journal of Applied and Environmental Microbiology and conducted at the Laval University in Quebec and the University of Queensland in New Zealand.

Researchers sampled air emissions from 21 different vacuums ranging in quality and age while the vacuums were running, and dust samples were also collected from the dust bag.

The study found resistant genes for five common antibiotics in the sampled bacteria from the vacuum cleaners. This is of particular concern as the dust found indoors could also be a carrier for the infant botulism infection that may have severe or fatal consequences, including sudden infant death syndrome (SIDS). These results are supported by a previous study that suggested

that bacteria which is was bred by human skin and hair, when suspended in the air and inhaled, may cause health problems.

While this isn’t cause to stop using vacuum cleaners, it should encourage the use of HEPA filters, which help weed out allergens and fine particles, although they should be changed regularly. Only very old vacuum cleaners produce more dirt than they clean.

Researchers hope this study will raise the profile of potential indoor pollutants as culprits in unsolved medical and allergy cases. In the case of aging vacuum cleaners, users may ultimately need to be educated on the importance of cleanliness of filters and dust bags, and the longevity of devices, in order to stay safe from mould and bacteria growth.

In a U.K. study published Sept. 15, compost isn’t an indoor culprit, but education about its proper use in the garden may be increasingly necessary, too.

Legionella longbeachae bacteria can be bred in some brands of bagged compost and in some cases may even cause Legionnaires’ disease, a form of pneumonia that can lead to hospital admission and death.

The study, published in Clinical Microbiology and Infection,  saw 15 of 24 composts (22 store-bought) tested positive for Legionella bacteria, a higher level of contamination than ever previously seen in Europe. According to The Daily Telegraph, a recent outbreak in Scotland linked to Legionella longbeachaein compost has left six people infected since August, with some needing hospital intensive care.The Telegraph also said that the risk is “very low” for young and healthy people to catch the infection, but health experts have advised gardeners to wear gloves when handling compost, avoid breathing in the dust and to wash their hands immediately afterwards.The addition of general hygiene warnings to compost packaging in the U.K. may be beneficial in this case to protect public health, experts suggest.

The birth of the purified drinking water market in India began over twenty years ago when the first Eureka Forbes Euro champ (as its salesman is proudly called) set out to knock his first door. The product that the modern Indian family welcomed into their home was Aqua guard, India's first water purification system.

Unlike developed countries, where the main pollutants in household drinking water are harmful chemicals, in India, pollutants are three-fold: sediment, chemicals and the most critical - bacteria and viruses. Aqua guard was specifically customized to deal with them.

Despite having an effective product it was a bold step to take. Exploratory research had indicated that few people realized the threat from invisible bacteria and viruses in clear, safe-looking water. They simply bought candle filters to remove the sediment that they could see and found no need for the more expensive water purifier. Undeterred, the indomitable army of Euro champs persevered with their mission.

Many doors have opened since then. Today, Aqua guard continues to lead the ultra violet (UV) water purification systems market with a 70% share and is available in over 500 cities. Purified drinking water is one of the fastest growing consumer product categories. With only 23% of 57 million urban households and almost none of 136 million rural households tapped, the surface has barely been skimmed.

"Is it Aqua guard water?" has become a common-place expression today, with Aqua guard being virtually generic to the category. Over fifteen million Indians trust only Aqua guard for their drinking water and it is present in over 35 countries.

The continued success of Aqua guard emanates from enduring relationships. 2,500 Euro champs, part of Asia's largest direct sales force, contact over 50,000 homes and add 1,000 new customers every single day. The lasting ties that they build result in 40% of the revenue coming from relationship marketing - service contracts, spares and accessory sales, product up gradation and new customer references.

Committed to being a true 'friend for life' to its customers Aqua guard is dedicated to providing them with products of the highest quality. It is the only brand with an international Water Quality Association (WQA) endorsed carbon block that removes pesticides. It is manufactured in ISO: 14000 and 9000 certified factories and tested and certified by over 100 Indian and international laboratories. Aqua guard is also certified by the Indian Standards Institute.

A network of the company's own water laboratories and testing facilities continuously conducts extensive water mapping, chemical and microbiological testing and research and customer sampling. Recognized external laboratories rigorously audit product units in the field all year round.

Aqua guard has an expansive service operation, to uphold its promise, comprising of 3,000 company-trained technicians, supported by call centers, customer care representatives and mobile service vans.

It is hardly surprising then that on a five-point scale Aqua guard has always ranked above 4.6 across all parameters in independent external customer satisfaction studies.

CHAPTER – 2

RESEARCH METHODOLOGY

Research Methodology is a systematically solve the research problem. It has many dimensions and research methods constitute a part of the research methodology. Thus when we talk about research methodology, we do not only talk of the research methods but also consider the logic behind the methods.

(A.)Sampling

(A.1.) Type of sampling

Convenience sampling was done.

(A..2.) Sample size

100 respondents within the boundaries of Delhi city.

(B.)Sources of data

There are two sources of research methodology:

Primary source Secondary source

To effectively carry out in research in this project, I would use the primary source of data i.e., questionnaire.

Instrument used:

QUESTIONNAIRE is used as an instrument to fill up the questionnaire.

(C.)Methodology adopted for the project:

 

Survey of literature

Design of Question

Design of Sample Survey

Data collection (Field study)

Analysis of Data

Finding / Result of Analysis

Under this project seven main steps:SURVEY OF LITERATURE: The study started with the literature survey though various journals and magazines, which help to comprehend.

DESIGN OF QUESTIONNARIES: The questionnaires are designed based upon the object of the study. The questionnaires consisted of mainly closed questions. It tested on small group and was rechecked before final administering.

DESIGN OF SAMPLE SURVEY: The respondent are mostly from Delhi with occupation as well as student group, who have use of product .In this study the target sample size was 120 without of any reception.

DATA COLLECTION: Primary data was collected to conduct the study as primary data help to reach more authentic conclusion from finding. In these the data was collected by means of structured questionnaires.

ANALYSIS OF DATA: After the data collected now we analysis of the whole data.

FINDING OF ANALYSIS:

RECOMMENDATION:

TOOLS AND TECHNIQUES: EXCEL SHEET is used as a tool and Graphs & Pie charts are used as techniques.

CHAPTER-3

Recommendation of the company and benefit

DATA COLLECTION AND DATA ANALYSIS

Q1. What Is the Status of Your Product?

(a) In warranty(b)Out of warranty(c) In contract(d)Out of contract

in warranty out of warranty in contract out of contract0

10

20

30

40

50

60

% of customerno. of cutomer

In Warranty 50 48%Out of Warranty 49 47%In Contract 4 4%Out of Contract 1 1%

The status is at “IN WARRANTY”

Q2. Which Product Are You Using?

(a)Aqua guard(b)Vacuume cleaner(c) Air purifier(d)All

aquaguard vacuume cleaner air purifier all0

10

20

30

40

50

60

70

80

90

100

% of customerno. of customer

Aqua guard 87 76%Vacuum Cleaner 18 16%Air Purifier 7 6%All 3 3%

The people prefer to purchase an Aqua guard than vacuum cleaner

Q3. From How Many Years You Are Using The Product?

(a)0-2 years(b)3-4 years(c) 5-7 years(d)8-more years

0-2 YEARS 3-4 YEARS 5-7 TEARS 8-MORE0

1

2

3

4

5

6

7

8

% OF CUCTOMERNO.OF CUSTOMERS

0-2 Years 31 27%

3-4 Years 42 37%

5-7 Years 38 33%

8-More Years 4 4%

Most of the people are using EFL product from 3-4 years

Q4. How much You Are Satisfied With The Product You Are Using?

(a)Excellent(b)Good(c) poor

Excellent 36 32%Good 47 41%Poor 31 27%

The people are satisfied with the product of Eureka Forbes limited

Q5. Are You Satisfied With The After Sale Service?

(a)0-25%(b)25-50%(c) 50-75%(d)75-100%

0-25% 25-50% 50-75% 75-100%0

10

20

30

40

50

60

70

80

90

100

% OF CUSTOMERNO. OF CUSTOMER

0-25% 3 3%25-50% 23 20%50-75% 86 75%75-100% 3 3%

In Delhi city half of the customer have been satisfied by the after sale service

Q6. Did You Get the Solution of Your Complain In First Attempt?

(a)Yes(b)No

Yes 66 58%Not 48 42%

58% of the people get the solution of their complaints in first attempt

Q7.What Is the Percentage of Mandatory Service Given to Aqua guard?

(A) 0-25%(B) 25-50%(C) 50-75%(D) 75-100%

0-25% 25-50% 50-75% 75-100%0

10

20

30

40

50

60

70

80

90

100

% OF CUSTOMERNO. OF CUSTOMERS

A 0-25% 4 4%

B25-50%

17 15%

C50-75%

88 77%

D 75-100% 5 4%

The Company provides services to the customer half of the time

Q8.What Criteria You Would Consider While Buying A Water Purifier?

(A) FEATURE(B) BENEFITS(C) BRAND(D) ALL

Feature 24 21%Benefits 55 48%Brand 18 16%All 18 16%

At the time of purchasing water purifier people consider benefits

Q9.Did You Get The Reminder Of Annual Maintenance Contract?

(A) YES(B) NO

Yes 95 83%No 20 17%

83% received a reminder of annual maintenance contract and 17% not.

A: - Would You Suggest Other To Buy Eureka Forbes Product?

(A) YES(B) NO

YES 78 69%NO 35 31%

There are only 69% people suggesting to other purchasing of this product and 31% say no.

B: - Why You Suggest

(A) SERVICE(B) GOODWILL(C) RELIABILITY(D) ALL

Service 27 25%Goodwill 66 60%Reliability 6 5%All 11 10%

The reason behind giving suggestion to others is on the basis of goodwill of the company.

Q10. What Do You Dislike About the Company?

(A) RATE OF AMC(B) BUY BACK RATE(C) HIGH COST(D) WITHOUT INFORMATION SERVICE

RATE OF A

MC

BUY BACK RATE

HIGH COST

WITHOUT I

NFORMATIO

N SERVICE

0

10

20

30

40

50

60

% OF CUSTOMERSNO. OF CUSTOMERS

Rate of Amc 24 21%Buy Back Rate 31 27%High Cost 50 44%Without Information Service 9 8%

According to 44% people cost of the product is high and buy back rate and rate of Amc is also high.

Q11.Do You Think the Cost of EFL Products Is According To Its Quality?

(a)YES(b)NO

Yes 97 86% No 16 14%

86% people agreed with its cost.

Q12.Who According To You Is The Nearest Competitor Of The Company?

(A) KENT(B) KUCHINA(C) PURIET(D) OTHER

Kent 59 51%Kuchina 36 31%Pureit 19 17%Other 1 1%

The nearest competitors of Eureka Forbes are the Kent purifier

Q13.Is Eureka Forbes The Best Service Company In Delhi?

(A) YES(B) NO

Yes 70 61%No 44 39%

I find that Eureka Forbes is the best service company in Delhi.

CHAPTER-4

FINDINGS AND CONCLUSIONFINDINGS:

1. Most of the people prefer to purchase an Aqua guard than vacuum cleaner2. Eureka Forbes limited is a best service company.3. The nearest competitors of Eureka Forbes are the Kent purifier.4. The cost of EFL product is high.5. Customer having knowledge after sale service.6. Company provided a timely service.7. The brand loyalties are high.

CONCLUSION:On the balls of the comprehensive research of the Eureka Forbes limited, it can be concluded that the position of the Eureka Forbes limited in comparison to its competitors is very strong. They are the first to introduce vacuum cleaner in India and in a very short span of time, they have achieved great success.Today the “vacuum cleaner” & “water purifier” have necessary requirement of the person who are very much conscious about health rather than luxury item. Its demand is increasing day by day. With the increase in demand may new companies have also entered in this market so Eureka Forbes limited has to compete with all these competitors very much.Eureka Forbes limited has created good brand image also. Thus it can be concluded that the company has bright and prosperous future ahead.

CHAPTER-5SUGGESTION:

 There are various point may be more helpful and its benefit:

Give information before service.

Company should give a one set extra filter.

Given a complete expenses knowledge.

Annual Maintenance contract rate should be decreased.

Spare should be made available at proper time.

EFL should provide knowledge regarding after sale service to customer at time of purchase

BIBLIOGRAPHY

This section throws light upon those internet sites and books from where help has been taken from to make this project report(not in entirely). These have been listed below:

BOOKS:

McNealy.R.M, “Marketing & customer satisfaction”, wiley India Pvt Ltd (2011), pp 41-47

WARWA.TERRY.G, “Improving your measurement of customer satisfaction”, New century publications (2011), pp 83-98

WEBSITES:

www.eurekaforbes.co.in

www.euromile.in

www.wikipedia.com

Annexure

CUSTOMER SATISFACTION OF EUREKA FORBES LTD. PRODUCTS

Questionnaire

Q.1 Demographic Details: Name:……………………………………………………………………………

Age:

Gender:Male ( ) Female ( )

Status:Married ( ) Unmarried ( )

0ccupation: Businessman ( ) Service ( ) Self-employed ( )

Contact No. :………………………………..

Email:…………………………………

.Q.2 Which Product Are You Using?(A) Aqua guard (B) Vacuum Cleaner(C) Air Purifier (D) All

Q.3 From How Many Years You Are Using The Product?(A) 0-2 Years (B) 3-4 Years (C) 5-7 Years (D) 8-More Years

Q.4 What Is the Status of Your Product?(A) In Warranty (B) Out Of Warranty(C) In Contract (D) Out Of Contract

Q.5 How Satisfied Are You With The Product You Are Using?(A) Excellent (B) Good (C) Poor

Q.6 Are You Satisfied With The After Sale Service?(A) 0-25% (B) 25-50% (C) 50-75% (D) 75-100%

Q.7 Did You Get The Solution Of Your Complain In First Attempt?(A) Yes (B) Not

Q-8 What Is The Percentage Of Mandatory Service Given To Aqua guard?(A) 0-25% (B) 25-50% (C) 50-75% (D) 75-100%

Q9. What Criteria You Would Consider While Buying A Water Purifier?(A) Feature (B) Benefits (C) Brand (D) All

Q.10 Did You Get The Reminder Of Annual Maintenance Contract?(A) Yes (B) No

Q.11.A:- Would You Suggest Other To Buy Eureka Forbes Product?(A) Yes (B) No

B: - Why You Suggest(A) Service (B) Goodwill (C) Reliability (D) All

Q.12 What Do You Dislike About The Company?(A) Rate Of Amc (B) By Back Rate(C) High Cost (D)Without Information Service

Q.13 Do You Think The Cost Of EFL Products Is According To Its Quality?(A)Yes (B) No

Q.14 Who According To You Is The Nearest Competitor Of The Company?(A) Kent (B) Kuchina (C) Pureit (D) Other

Q.15 Is Eureka Forbes The Best Service Company In Delhi?(A)Yes (B) No