CASE STUDY

PRESENTATION
IIT ROORKEE

Presented by:
Shubham Choudhary 11112044
Mukul Goyal 11112028
Vikram 11112053
Siddharth Saraswat 11112046
Siva Samhit Vaddiparthi 11112047

PERFORMANCE METRICS
KEY PERFORMANCE INDICATORS

CSATs:
1. Service Quality and Delivery Time
2. Staff Courtesy
3. Hygiene
4. Product Diversity and Variety
5. Average Order Value
Acquisition KPIs:
1. Direct and Indirect Traffic
2. Conversion Rate
Retention KPIs:
1. Customer Churn Rate
2. Net Promoter Score
3. Customer Effort Score (CES)
Price

DATA NEEDED FOR KPIS

Number of completed sales interactions and total

number of interactions handled.

Number of lost or cancelled customers and total number

of active customers within an evaluation time frame.

Qualitative parameters from Customer Surveys

Number of Visits to the website and number of orders

placed.

Number of calls received and orders placed over the

phone.

Market Competition Analysis: Prices, CAGR of

Competitors and total market.

DATA CAPTURING

Customer Survey : Asking customers to rate various

aspects of services provided on a scale of 1-10 and
offering them some discount for doing the same.

Analysis of competitors and product comparison

Response on social networking sites

Google Analytics Tool and Web Traffic Data using Alexa

WHERE DID COMPETITORS

SCORE OVER X

Innovation in terms of diversity and variety in product

line

Word of mouth

Efficient Marketing Strategies both online and off-line.

Faster and efficient distribution channels

Low Price (Reduced fixed cost with energy efficient

equipment)

MARKETING STRATEGIES

Converting some of the outlets to sports cafes during

major sports events

Free t-shirts to top 5 orders of the day on next order

Promotion using novelty items like Key chains and

refrigerator magnets

Using SEO and SEM optimization tools to improve web

presence

Improving website to enhance customer experience

Product Placement in Blockbuster movies