Customers satisfaction

Customer’s expectation and satisfaction

Introduction of the topic:customer’s expectation and satisfaction

Customer: meaningExpectation: meaningSatisfaction: meaning

Customer’s expectations

• Understand needs• Educate about the product in a transparent

and consultative manner• Give attention and care as a friend• Be fair on deal, and documentation• Explain all useful things about car• Be in touch even after delivery to take care of

the customers.

Customer satisfaction

Meaning and introduction

Importance of customer satisfaction

• Loyalty• Repeat purchase• Referral• Retention• Reduced cost

Strategies to increase customer satisfaction

• Focus on measuring customer satisfaction: 91% of unhappy customers will never purchase services from you again. Measuring customer satisfaction can help you reduce the number of unhappy customers.

• Avoid making these customer retention mistakes: the companies with the best customer service in the world will still lose up to 9% of their customers to competitors. So, you can do something to stop customers defecting. The mistakes are, ignoring customers feedback, and using long and boring customer feedback surveys.

• Treat your customers like they are your boss

Customer retention impact on business results

if the customers are satisfied with the products, then it is probable that they will be loyal to the company, and loyalty is treated as the repeat purchase and repeat purchase is treated as increasing the financial results of the company. Customer retention is profitable to the company, because it costs less to acquiring new one.

Q1. gender of the respondents?

Analysis: from the data collected regarding the gender of the respondents, we found 65% of the respondents were male and the remaining 35% of respondents were female.

MaleFemale

0%

10%

20%

30%

40%

50%

60%

70%65%

35%

Male 52

Female 28

Q2. age of the respondents?

Analysis: data collected regarding the age of the respondents, clearly represents that maximum number of respondents comes under the age from 40-50 and minimum numbers of respondents are above to 50 yrs .

20%

30%

35%

15%

18-28 years

29-39 years

40-50 years

above 50

18-28 yrs 1629-39 yrs 2440-50 yrs 28Above 50 yrs 12

Q3. occupations of the respondents?

Analysis: after analysing the data we found that maximum users of hyundai cars in mohali are business man by profession and the minimum users are student. So it is clear that every one can effort this brand, wheather he/she earns more or less.

10%

35%

25%

30%student

Business man

service man

others

Student 8Business man 28Service man 20others 24

Q4. monthly income?

ANALYSIS: From the data collected by this survey regarding the income profile of the existing customers of the Hyundai cars, it is clear that the maximum number of Hyundai customer’s earnings lies in 20k to 30k and minimum number of Hyundai customers earns up to 10k per month. The customer who earns between 10k to 20k is 20%. And the customer who earns between 30k to 40 is 30%. Only 10% of the Hyundai customers earn more than 40k.

up to 10000 10001-20000 20001-30000 30001-40000 above 40000 none0%

5%

10%

15%

20%

25%

30%

35%

40%

5%

20%

35%

30%

10%

0%

Up to 10000 10001-20000 20001-30000 30001-40000 Above 40000

4 16 28 24 8

Q5. level of education of the respondents?

ANALYSIS: From the data collected from the respondents regarding their education level. It is clear that the 44% of the Hyundai customers are graduate and 23% of the Hyundai customers have completed master degree. 34% of the Hyundai customers have done diploma level course or high school level study and others study.

High school Graduation Master's degree Others0%

5%

10%

15%

20%

25%

30%

35%

40%

45%

50%

16%

44%

23%

18%

High school graduation Master’s degree others

13 35 18 14

Married Unmarried Separated0

1

2

3

4

5

6

7

8

9

60%

35% 5%

20%

35%

45%

1 to 34 to 5More than 5

Q8. which car of Hyundai brand you recently have?

ANALYSIS: All the data related to the, which Hyundai brand car is owned by more customers in the Mohali, collected from the respondents and collected from the internal sales records at company, stated that most of the customers buy eon,i20,and verna, their percentage of users in the Mohali is 12% each. After these cars, the most selling car is i10, and its users are 10.40%. elantra, santa fe, sonata are the expensive cars so users of this cars very rare and the percentage of them in the Mohali is 8%. 7.20 % of customers purchase others cars of Hyundai brands.

eon santro i10 i20 verna elantra sonata santa fe others0%

2%

4%

6%

8%

10%

12%

14%

12.00%

2.40%

10.40%

12.00% 12.00%

4.00%

1.60%2.40%

7.20%

Model Eon Santro i10 i20 Verna Elantra Sonata Santa fe

Others

response

15 3 13 15 15 5 2 3 9

Q9. rank the features which you more expected to have in your car?

ANALYSIS: From the data collected from the respondents regarding to the customers expectation related to the features for which they go first, it is very clear that 20% of total customers expects good fuel efficiency which expectation is higher than other expectations. 10% of the customers expect that their car should be more spacious. 14% customers look forward for engine power. 17% of the customers expect to have a good interior and comfort from inside the car.12% of the customers only goes for the brand name whereas 10% of the customers expect a good sized and shaped car to have.

spacious size and shape technology brand image interior power comfort fuel efficiency0%

5%

10%

15%

20%

25%

15%

10%13% 12%

8%

14%

9%

20%

spacious Size & shape

technology

Brand image

interiour power comfort Fuel efficiency

12 8 10 10 6 11 7 16

Q10. what attracts you more to buy a car?

ANALYSIS: The data collected from the respondents and from the company regarding the factor which attracts more customer to buy Hyundai cars is simply stated that after sale services provided by the company and safety available in the car attracts more customers. 60% customers buy Hyundai cars only because of its after sale services and safety availability in the car. 25% of the customers are attracted by features available in the Hyundai car. Only 15% of customers buy the Hyundai car because of low price, or thinks of price of the car.

Features Safety Price After sale services0%

5%

10%

15%

20%

25%

30%25%

30%

15%

30%

features safety price After sale services

20 24 12 24

Q11. do the dealers inform you about the new changes in the services?

ANALYSIS: The data collected from the respondents and from the complaint directory available in the company regarding, Does Hyundai dealers inform them or not about the new changes in the service or scheme represents that, 95% of customers given their feedback as ‘yes’ whereas 5% of customers says ‘no’.

Yes

No

0%10%20%30%40%50%60%70%80%90%

100%

95%

5%

Yes No

76 4

Q12. your experience with the Hyundai brand?

ANALYSIS :All information collected from the respondents regarding their experience with Hyundai brand, is can be easily understand that 25% of Hyundai existing customers in Mohali zone have less than 5 years experience, 30% of customers have experience with Hyundai between 6 to 10 years, 28% customers have 11 to 15 years experience with the Hyundai customers. Only 18% customers have 15 years of experience with the Hyundai cars in the Mohali zone.

25%

30%

28%

18%

less than 5 yrs6 to 10 yrs11 to 15 yrsmore than 15 yrs

Less than 5 yrs

6-10 yrs 11-15 yrs More than 15 yrs

20 24 22 14

Q13. overall satisfaction level of the respondents for services provided by the company?

ANALYSIS:All the data from primary source and secondary source regarding the customers satisfaction level tells that, 50% of the Hyundai existing customers are satisfied by the services provided by the company whereas 20% of the customers are extremely satisfied and said they are giving 10/10 for the Hyundai service. 20% of customers were neutral neither satisfied nor dissatisfied whereas 10% of the customers are dissatisfied in which 3% are extremely dissatisfied. But the ratio of satisfied customer is more.

Extremely satisfied Satisfied Neutral Dissatisfied Extremely dissatisfied0%

10%

20%

30%

40%

50%

60%

20%

50%

20%

8%3%

Extremely satisfied

satisfied neutral dissatisfied Extremely dissatisfied

conclusionsThe goal of this research was to study the customer’s expectation and satisfaction toward Hyundai cars in Mohali. Customer satisfaction according to their expectations has been a key element of the modern marketing in recent years. All around the world companies in different sizes have been trying to satisfy their customers to help them with their competitive businesses. On the other hand because of vigorous competition, not only acquiring new customer is becoming difficult but also holding existing customer is a quite challenging task.During the research we learned that it is a lot cheaper to keep existing customers happy than to attracts new ones. But maintaining relation with existing customers in that level constantly encourages them to stay with a company is a dynamic and meticulous job. That is why customer satisfaction according to their expectation can play a critical role in success of a company. Along with sales and marketing, all the other departments of a business should be involved with customer satisfaction process.For a successful business it is up to the company to perform customer’s profitability analysis. As a result of this analysis, if a customer is not doing well with presented products and services, there is an opportunity for us to find a better solution for that customer before losing it to competitors. And they should be treated as they are boss.One of the other important facts we learned in this research was; it is not possible to attract and retain all customers with the same policy and treatment, so company should adopt the idea of treating different customers differently. Companies have to find the differences of customer’s expectations and adjust their policies and schemes accordingly.Another important highlight of our research was getting to realize that ‘’customers satisfaction according to their expectations’’ requires strategies and various schemes and it should be considered by sales and marketing team. And it requires more attention.

Thank you