Professional Documents
Culture Documents
INDUSTRY AT KARUR
CHAPTER-I
INTRODUCTION
Customer satisfaction surveys are a highly effective method of gaining feedback from
your customers and play a vital role in measuring, managing and improving customer loyalty.
Definition: The study of the spending characteristics and purchasing power of the
consumer who are within your business's geographic area of operation; a research method for
defining the market parameters of a business. .
If you're going the do-it-yourself route, you'll probably want to act as the focus group
moderator. As the moderator, you'll want to encourage an open-ended flow of conversation
and be sure to solicit comments from quieter members, or you may end up getting all your
information from the talkative participants only. Also, when conducting any type of survey,
whether it's a focus group, a questionnaire or a phone survey, pay particular attention to
customers who complain or give you negative feedback. You don't need to worry about the
customers who love your product or service, but the ones who tell you where you're going
wrong provide valuable information to help you improve.
Telephone interviews: This is an inexpensive, fast way to get information from
potential customers. Prepare a script before making the calls to ensure you cover all your
objectives. Most people don't like to spend a lot of time on the phone, so keep your questions
simple, clearly worded and brief. If you don't have time to make the calls yourself, hire
college students to do it for you.
Direct-mail interviews: If you want to survey a wider audience, direct mail can be
just the ticket. Your survey can be as simple as a postcard or as elaborate as a cover letter,
questionnaire and reply envelope. Keep questionnaires to a maximum of one page, and ask no
more than 20 questions. Ideally, direct-mail surveys should be simple, structured with
"yes/no" or "agree/disagree" check-off boxes so respondents can answer quickly and easily. If
possible, only ask for one or two write-in answers at most.
Market research describes the gathering and analysis of market data, such as
consumer preferences, trends in market prices and the presence of competing products. A
market survey can describe any study that gathers information directly from consumers by
asking them questions about their preferences, habits and experiences. The purpose of a
market survey is to provide business managers with insight about their target customers, such
as how much money they spend on certain types of products, whether they use competing
products and the interest level for new products.
Market surveys help businesses make better decisions about the types of products and
services they offer, prices, how to deal with competitors and whether to enter or exit markets.
Analysis of market surveys can prevent a business from making a costly mistake such as
launching a new product or service that doesn't fulfill a need in the market, getting into a
market that is saturated with competitors and setting prices too high or too low. Surveys can
help entrepreneurs assess the viability of new ideas.
Limitations of Surveys
For most companies, customer satisfaction ratings can have powerful effects. Firstly,
they help focus employees on the importance of fulfilling and exceeding customer
expectations. Secondly, when satisfaction ratings dip, they warn of potential problems that
can affect future revenue.
Customer satisfaction metrics assist with understanding exactly how happy (or
unhappy) your customers are. Research from 1Financial Training Services found that 96% of
unhappy customers dont complain, but 91% of those actually leave and never come back.
This is astounding and shows how important it is to understand and use customer satisfaction
surveys within your company.
An effective customer satisfaction survey has 5-10 questions that relate to the service
delivery, customer experience and overall satisfaction.
The purpose of this type of survey is to gauge how satisfied your customers are. A
happy customer is extremely valuable to your company. Happy customers come back and
make repeat purchases; they have higher customer lifetime values and are less likely to defect
to competitors.
On the flipside, an unhappy customer is a nightmare. They are more likely not to
continue to buy from you, and even worse, they tell lots of people about their bad experience.
A study by the White House Office of Consumer Affairs found that a dissatisfied customer
will tell between 9-15 people about their experience. Around 13% of dissatisfied customers
tell more than 20 people.
Customer satisfaction surveys help you identify the overall level of satisfaction and
assist with finding your happiest and unhappiest customers. Feedback from a survey gives
you the opportunity to follow up with your happiest customers (to turn them into advocates),
and your unhappiest customers (to fix problems and retain their business).
The most effective customer satisfaction surveys use rating scales. Asking customers
to answer questions on a rating scale of 1-10 means you can track satisfaction over time. This
helps when you want to measure changes in satisfaction to see if the initiatives you
implemented have had a positive or negative impact on satisfaction.
The end goal of a customer satisfaction survey is to get actionable customer feedback
that you can use to improve the overall customer experience. The best companies in the world
focus heavily on creating amazing customer experiences. To create amazing experiences, you
first need to measure and track customer satisfaction. Surveys are the best way to do that.
If youre still not convinced that measuring customer satisfaction is important, here
are some additional research statistics.
In a survey of nearly 200 senior marketing managers, 71 percent responded that they
found a customer satisfaction metric very useful in managing and monitoring their
businesses. (Marketing Metrics, 2010).
In a competitive marketplace where businesses compete for customers, customer
satisfaction is seen as a key differentiator and increasingly has become a key element of
business strategy (The Future of Business: The Essentials, 2005).
Price is not the main reason for customer churn, it is actually due to the overall poor
quality of customer service (Accenture global customer satisfaction report, 2008).
The perfect survey starts with knowing what you want to ask customers. Since I
recommend limiting your survey to a maximum of 10 questions, make sure keep them
concise and each question has a strong purpose.
Four of the questions relate to customer experience; value, user experience, support,
education. These four key areas are what we want to be consistently delivering good service
around.
By keeping a finger on the pulse of the key areas important to your business, you can
keep track of satisfaction and quickly find customers that give you low scores.
The fifth question we ask resolves around a customers overall satisfaction. This is
important to gauge an overall rating and gives insight into how they really feel about the
service.
The final question brings in some theory from the Net Promoter Score. We ask how
likely they would be to recommend us to friends and colleagues. This question alone
identifies our customer advocates, shows us who are just passively happy and who are
unhappy or at risk.
Three things are critical to successful satisfaction surveys. You must send them to the
right people, you must add a personal touch and you must use company branding.
Why? Because this all builds trust and assists with getting your customers to actually
fill out the surveys. Traditional online survey tools will get between 10-15% survey
participation (response rates). Thats pretty dismal. Client Heartbeat gets over 60% survey
response rates, and one of the key reasons we can do that is we focus on the three critical
factors.
Think about it for a second. How likely are you to fill out a survey that doesnt
address you by name (no personalization), doesnt say where its coming from (no brand),
and probably should have been sent to your managing director.
Get these critical factors handled and youll definitely improve response rates and get
more actionable customer feedback.
This will make or break your efforts in measuring and improving customer
satisfaction. If surveys dont have the ability to track and trend satisfaction, throw them away
now.
How can you improve satisfaction if you cant measure it against your last survey?
Choose a customer satisfaction tool that gives you the ability to track and trend
satisfaction from one survey period to the next. Use this to measure changes in satisfaction
across your company as a whole, and across customers on an individual level.
Use the actionable insight to identify the causes for dips or spikes in satisfaction. If a
customer gave you a rating of 10 today, and six in three months time, a customer satisfaction
tool must be able to tell you that the score dropped by four points.
Your surveys should close the loop. What I mean by that is they should ask and
encourage customers to leave additional feedback based on the score they gave. For instance,
if they gave a poor rating, you should ask them to leave comments as to why. If they gave
you a positive rating, ask them for a testimonial!
This valuable feedback can be passed around the office to your employees so you can
proactively address the customer problems, or share in the success of the customer
testimonials.
NEED FOR THE STUDY:
Consumer survey marketing plays a major role for the growth of the company in the
modern market scenario. The basic idea of this study is to find the consumer survey
marketing towards the products. The needs have to be recognized and necessary steps have to
be taken to make the changes.
India is growing rapidly and changes are dynamic. People are changing, the
preference and the demand is changing. The market also has to change accordingly.
The purpose of consumer survey marketing is not only for retaining the customers but
also attracting new customers and increasing the sales also creating and maintenance of brand
awareness.
In this competitive market the level of consumer satisfaction decides the success of
any product and any company. The night consumers have to be targeted and the right strategy
should be implemented at the right time. This will give the desired results.
The main objective is to determine the current consumer survey marketing levels of the
customers with regards to THREE AXIS PLATE PRO INDUSTRY AT KARUR
To study and analyze consumer shopping survey marketing towards THREE AXIS
PLATE PRO INDUSTRY AT KARUR
To assess the survey marketing level of different type of customers shopping at
THREE AXES PLATE PRO INDUSTRY AT KARUR.
To identify what type of strategies are suitable for the company to reach the targeted
customers.
To find out the factors which influence the consumption of the products in THREE
AXIS PLATE PRO INDUSTRY AT KARUR
To identify effective a advertising sources which are influencing customer purchasing
survey marketing at THREE AXIS PLATE PRO INDUSTRY AT KARUR
To find out how the consumers spent their incomes, time on the purchasing of the
products.
LITERATURE REVIEW
In short, the search for Knowledge through Objective and Systematic method of
finding solutions to a problem is Research.
The survey technique is intended to secure one or more items of information from a
sample of respondents who are representatives of a larger group. The information is recorded
on a form known as questionnaire. As data are gathered by asking questions from persons
who are believed to have desired information, the method is known as questionnaire
technique.
It can secure both quantitative and qualitative information directly from the
respondents.
It is the only method of directly measuring attitudes and motivations.
It is quite flexible in terms of the types of data to be assembled, the method of
collection or the timing of research.
MEANING OF RESEARCH
TYPES OF RESEARCH
1. Exploratory Research,
2. Descriptive Research.
EXPLORATORY RESEARCH:
Exploratory research studies are also termed as formulate research studies. The main
purpose of such studies in that of formulating a problem for more precise investigation or of
developing the working hypothesis forms an operational point of view.
DESCRIPTIVE RESEARCH:
Diagnostic Research studies determine the frequency with something occurs or its
association with something else.
DATA SOURCES
There are two types of data. Source of primary data for the present study is collected
through questionnaire and answered by consumers of Automobiles. The secondary data is
collected from journals, books and through Internet search.
PRIMARY DATA
The data that is collected first hand by someone specifically for the purpose of
facilitating the study is known as primary data. So in this research the data is collected from
respondents through questionnaire.
S
ECONDARY DATA
For the company information I had used secondary data like brochures, web site of
the company etc. The Method used by me is Survey Method as the research done is
Descriptive Research.
RESEARCH INSTRUMENTS
Under this method, list of questions pertaining to the survey are prepared consumers
of Automobiles. Questionnaire has structured type questions as well as unstructured type
questions. Structured objective type questions are prepared for the respondents with fixed
response categories. Some of the questions are of multiple-choice type. The questions have
more than one alternative.
RESEARCH APPROACH:
The survey method was adopted for collected the primary data. Survey research
is systematic gathering of data from respondent through questionnaire.
RESEARCH INSTRUMENT:
The data for this research study was collected by survey technic using interview
method guided by questionnaire.
COLLECTION OF DATA:
Questionnaire and personal interviews are the methods that I have used for
collecting the data.
SAMPLING UNIT
Who is to be surveyed? The marketing researcher must define the target population that will
be sampled.
The sample Unit taken by me: 100 respondents of different age group, different
gender and different profession.
SAMPLE SIZE
Time has been a major constraint throughout the study as it has been only for duration
of 2 months.
As this survey was restricted to karur this cannot be stated as an in depth research on
this subject.
Enough care is taken in formulating the questionnaire; still some errors may creep in.
The consumer survey marketing varies according to different products.
Quality verses price was not taken into the consideration.
The project is based on the interview methodology by a stared questionnaire and the
personal skills of the person undertaking the project affect the results.
(i) Internet sites containing information on survey & marketing are browsed.
(ii) Sample survey was conducted.
(iii) Data was thoroughly checked for error.
DATA PROCESSING METHODOLOGY
(i) Once the primary data have been collected, they are edited inspected, corrected
and modified.
(ii) Tabulation bring similar data together and totaling them in meaningful
categories.
(iii) Questionnaires are edited. The responses are thoroughly checked in home for
incorrect, inconsequential or contradictions categories are developed only often
the replies has been reviewed. This review provided a feel for the pattern of
answers and thus determine what categories best represent the answers.
(iv) The collected data are placed into an order. Percentages of respondents answered
similarly are calculated and placed in a table. Then this is interpreted. This
involved drawing conclusion from the gathered data. Interpretation changes the
new information immerging from the analysis into information that is pertinent or
relevant to the study.
CHAPTER II
COMPANY PROFILE AND INDUSTRY PROFILE
COMPANY PROFILE
THREE AXIS PLATES is proud to take the credit for introducing food serving
bioplate concept in some of the European Countries. The company is managed by
thorough professionals with qualifications and experience in the field. It is a 100%
export oriented unit, and its products have been exported since 2006. Founder
G.R.RAJAVEL PILLAY. Managing Director, R. Raja Perumal Samy Presently
the company has an in house production capacity of about 50 million bio plates per
annum, which is upgradeable to 70 millions.
THREE AXIS PLATES uses this natural, renewable and biodegradable raw material to
convert it into value added, environment friendly products. The company has pioneered
an unique mechanical process to manufacture this traditionally hand crafted cottage
industry product. This has now helped to mass-produce products of high standards, that
maintain all the above said features in addition to high quality, hygiene and superior
finish.The Employees Working for 300Above.
As someone who has a sincere concern for the well being of this world and its future
generations, the typical eco friendly range of products of THREE AXIS PLATES are here
for you not only to stand out different, but also to set a fine example for others and to
make your humble contribution towards a greener and cleaner earth.
Three Axis Plates products are already being exported to the following countries and the
list is growing steadily
Switzerland
Australia
USA
Japan
Germany
France
We are proud to bring you our range of natural, sustainable plates and bowls, made
from the fallen leaves of the areca palm tree. These 100% biodegradable plates and
bowls are durable, lightweight and require minimal processing from tree to table: the
fallen palm leaf is gathered, washed in spring water, then heat-pressed into shape (this
also sterilises the leaf) no chemicals, waxes, dyes or additives are used!
Palm Leaf Plates are a stylish and unique alternative to other disposable tableware on
the market. They are stronger and more natural than corn starch, sugar cane, Paper
Plates& bamboo plates, and they wont harm our environment.
This cottage industry provides a source of income for many families in South Asia,
making Palm Leaf Plates a responsible decision for your family, their families, and our
environment. What better way of utilizing natures gift of fallen leaves! This is truly
natures tableware.
COMPANY DESCRIPTION
VISION:
Corporate vision is a short, succinct, and inspiring statement of what the organization intends
to become and to achieve at some point in the future. Our vision is To become one of the
most well-known Paper PlatesPlates Manufactures in Bangladesh by providing quality and
innovative products at competitive price to meet the requirements of the customers
MISSION:
The Mission Statement is a crucial element in the strategic planning of a business
organization. Our mission is:
To provide the quality and innovative products at competitive price to meet the
requirements of the customers.
Contribute to the success and satisfaction of our customers and focusing on-in-time
delivery.
Co-operation, teamwork and partnerships.
Continuous learning
Honesty, fairness, integrity, and respect.
Our main objective will be to capture the large percentage of the market in one year of
starting the business and retain it in the long run as well.
Our goal will be to provide products of high caliber and retain market and increase
profitability and ensure success.
ENVIRONMENT POLICY
Three Axis PlatePlants, Thirupure, Ravaged and Orissa (India) are committed to:
Comply with applicable Environmental Legislations. Prevention of pollution.
Continual improvement in Environmental Performance.
A forestation through Social and farm forestry supported by colonel technology.
Cleaner technologies and processes & Conservation of Resources.
Reducing pollutants in discharged water Reducing particulate emissions.
TPM POLICY:
Thirupure is located on the slopes of the Eastern Ghat in the southern part of Tamil
Nadu bordering the state of Tamil Nadu and its geographical position 83-25 East
Longitude and 19-10 North Latitude. Its average height above the mean sea level is
758 feet.
The township has a population of about 25,000 and has a self-sufficient marketing
complex, including Employees Multi-purpose Co-operative society, a sub- post office
and Telegraph office, a branch post office, a police outpost and has two banks viz.,
State Bank of India and Indian overseas Bank. The township has two schools and
places of worship of all major faiths. Singapore Road Railways Station on the Raipur,
Walter Section of south eastern Railway station and is at a distance of 2km from the
plant and all passenger and express trains halt here.
It is the only Plant in the world producing both rayon grade pulp, wood-basedPaper
Platesand bagasse based Paper Plates Plates.
The level of control instrumentation is relatively high.
SPI is the first Plant in the world to use for bagasse pulp bleaching.
The Plant features a unique pile building system for preventing deterioration of stored
bagasse fiber. Bagasse fiber fed to the digester has a high fiber pith ratio(more than
5:1).
SPIs farm forestry scheme ensures that raw material is cultivated and replenished.
SPI is the driver for good forestry management and manages socio-forestry nurseries
for cultivation and distribution of plant saplings.
The Plant has a well equipped laboratory to monitor various water and air pollution
control measures including AOX level.
INDUSTRY PROFILE
INTRODUCTION:
Paper Plates Items such as Paper cups, saucers, Glass, Paper Plates plates is finding
extensive usage these days for serving eatables in parties, functions and social
gatherings. Paper Plates are the most commonly used disposable crokery in India.
Paper Plates consists of sheet materials and are comprised of bonded small discrete
fibers which are usually cellulosic in nature and are held together by secondary bonds
most probably the hydrogen bonds. Paper Plates is made in a wide variety of types
and grades to serve many functions. Writing and printing Paper Plates constitute
approx 30% of the total
Production. The balance except for tissue and toweling is used for manufacturing
Paper Platesboards used primarily for packaging or for Paper Plates Items. Paper
Platesboard differs from Paper Platesin that it generally is thicker, heavier, and
less flexible than conventional Paper Plates Plates.
Disposable Paper Platesplates and saucers as the name suggests are made out of
special quality Paper Platesreinforced with polythene sheets to make it leak proof.
These products are conveniently used for serving eatables during family functions,
eating chats and snacks, fruits, sweets etc.
Most of the sweet shops use it for serving their customers with dry as well as wet
sweets/ namkeens. The caterers utilize it during parties and social functions. These are
a convenient replacement for crockery and utensils.
These have many advantages over conventional crockery/ Plates utensils. Whereas
conventional utensils need care in handling, have to be cleaned before and after use
need lot of space for storage and are difficult to handle these products are light in
weight, are disposable after use, cheaper and can be stored easily.
These are very cheap as compared to convention utensils. The Paper Platesplates and
bowls are made by fusing two layers of good quality Paper Plates with a sheet of
polythene. The product can be in any desired shape and size depending upon the die
employed for manufacture. The quality of Paper Platesused is generally of importance
as it should be firm enough to maintain the shape and hold the weight of the eatable
served in it.
MARKET POTENTIAL:
These products have an urban as well as rural market. These products are mostly used
during social functions, religious gatherings, parties, marriages, outings, in sweet
shops, by caterers etc. The products have many advantages and are hence preferred as
compared to standard utensils/crockery for serving eatables. They can easily be
disposed off after use and hence save a lot of labor as far as cleaning/drying of
utensils are concerned. These are easily transportable and easy to handle. In our
country people are religious and organize functions throughout the year all such
occasions call for social gathering and celebrations with meals, snacks sweets being
served. Further, our vast population organizes marriages, celebrates birthdays and
other family functions on a regular basis. Sweet shops and small eateries can be
found at every street corner and all such joints use these disposable plates and bowls.
Thus keeping in view the culture of the people and the habits there is a vast market
for the products not only in urban areas but also in rural areas.
For smooth operation of the unit, it will require 225 sq. ft of built up area. The space
can be taken on rental basis.
Manufacturing process:
Paper Platescups and plates are normally made as per the specifications of the
customer. The Paper Platesis first printed on a printing press, the printed part is then
cut to size and given shape by die cutting. The bottom part and upper part of the cup
are then assembled to a cup shape in screw press. For plates, the Paper Platesis cut to
the required size of circles. The cut circles are pressed in a screw press for obtaining
desired design and shape. For wax coated cups & plates are put in wax coating
machine.
Market Potential:
Because the Paper Platescup manufacturing industry is in a boom consumer products
in India, the requirement of drinking items like Tea, Coffee, Cool Drinks for
Railways, Functions, Hotels, Festivals, Meetings, household appliances, domestic
applications as well as for replacement of plastic cups, Glass items. There is a big
tremendous requirement of day-to-day life.
All the raw materials required by the unit are available throughout the year. The raw
material can also be procured from the nearby districts and from other states. The
stock and procurement period proposed in this scheme is for a period of 12 days. The
details of requirement for 70% capacity utilisation in the unit are tabulated as below.
This Paper Platescup manufacturing project profile views the use of drinking Tea and
Cool Drinks. The Paper Platescup finds extensive use in Railways, Functions,
Festivals, Hotels, Meetings, household appliances, and domestic applications. Our
product ranges from 50 ml to 250 ml, this cup manufacturing unit will be set-up as a
small-scale unit.
Now our people and government have the awareness to control the pollution and all
are engaged to use the eco-friendly products. Each plastic cup can take 50-80 years to
decompose and that are ruining the nature as well human lifetime.
CONCLUSION
After completing my project and collecting vital informatation and facts I came to the
following conclusion. Consumers look for quality while purchasing a particular brand. The
second important parameter is price as the consumers look for economy. Company is not
conducting any promotional campaign to make consumers aware about product Consumers
are looking better offer and schemes which the company and looking for extra benefit in the
product. Most of the consumers are satisfied with the staining action of THREE AXIS
PLATE PRO INDUSTRY AT KARUR. Offers and schemes are the most important
promotional activities which affect consumer buying behavior followed by the advertisement
THREE AXIS PLATE PRO INDUSTRY. Students are generally purchasing sachet for
short term use. Consumers can switch to some other brand if they are not getting quality and
extra benefits in the products.
Websites:
www.google.com
www.scribed.com
www.threeaxisplatepro.com
A study on consumer survey marketing in
1. Name
2. Age
a) Below 30 years
b) 31-40 years
c) 41-50 years
d) Above 50 years
a) Male
b) Female
b) 5years 10 years [ ]
5. How did you come to know about three axis plate pro industry ?
a) Advertisement
b) Colleagues references
c) Friends/relatives references
a) Once in a week
b) Twice in a week
d) Once in a month
c) Any other
a) Family members
b) Spouse
c) Friends
d) Others
10) What is the reason behind purchasing in three axis plate pro industry?
b) Reasonable prices
c) More offers
d) Any others
11) How do you rate the pricing of products at three axis plate pro industry?
a) Expensive
b) Competitive
c) Affordable
d) Reasonable
12) Why do you prefer to shop in three axis plate pro industry?
d) Variety of products
13) What more facility would you like to get at three axis plate pro industry?
a) Membership Card
b) Discount Card
14) How often do you ask for Assistance from store staff in selecting your Purchase?
a) Almost Always
b) Frequently
c) Sometimes
d) Never
15) How is your overall experience in three axis plate pro industry?
a) Excellent
b) Good
c) Poor
16) Would you visit three axis plate pro industry again?
a) Sure
b) May be
c) Never
17) Do you suggest any one to shop at three axis plate pro industry?
a) Yes
b) No
18) How, do you suggest to three axis plate pro industry management to making present three
axis plate pro industry to more attractive?
b) Reasonable prices
1) Highly satisfied
2) Satisfied
4) Dissatisfied
1 Location () () () ()
2 Operating time () () () ()
3 Parking facility () () () ()
4 Cleanness of store () () () ()
5 Spacious shop floor () () () ()
6 Easy to locate product () () () ()
7 Quality product () () () ()
8 Promotion offers () () () ()
9 Price of the product () () () ()
10 Staff helpfulness () () () ()
11 Flexibility in payment mode () () () ()
12 Return of value for money () () () ()