EXECUTIVE SUMMARY

This project is based on the Customer Satisfaction survey of the ORIENTAL INSURANCE
COMPANY LTD. It is done to find out whether the customers are satisfied with the Benefits
they get with their respective policies or not further, in this Project.

Customer satisfaction is a post purchase experience that a customer gets after consumption of
products and services and becomes deciding factor for customer to make rational decision of
repurchase and to recommend it to others.

But in a purely service industry service is provided, consumed and analyzed at the point of
consumption of service. This study basically focuses on measurement of customer satisfaction
related to Service offered and rendered at ORIENTAL INSURANCE COMPANY LTD.

Recommending the services, rating the experience with ORIENTAL INSURANCE

COMPANY LTD, service charges and suggestions were some of the aspects explored. Rating
the products, handling of compliant calls, response time, repeat calls encounter and overall level
of satisfaction were some of the issues were also discovered.

The introductionof the company wherein I told about the Objectives of the study and profile of
the ORIENTAL INSURANCE COMPANY LTD.

The Research Methodology wherein I have discussed the Research Design and Various sources
of the Data Collection.

The Data analysis and Findings wherein I have analyze the data collected from the
Questionnaire.

The conclusion and the suggestions based on the customer satisfaction survey.

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