HARISH FOOD ZONE (CUSTOMER FRIENDLY SUPER

MARKET) – KATPADI

CUSTOMER EXPERIENCE ON NEW PRODUCTS AND

CUSTOMER SATISFACTION

SUBMITTED TO: SUBMITTED BY:

GUIDE: SAKTHI SRINIVASAN K NAME: SWETHA.S
DEPARTMENT OF VITBS REG NO: 20BBA0037
SUBMISSION DATE: 25/06/2022
HARISH FOOD ZONE: (INTRODUCTION)

COMPANY PROFILE:

Harish Food Zone was started in the year 2000 by Late Mr. V.S. Vedaraj along with other family
members in a limited space of 3000sq.feet. Initially it was started with all necessary products like
Groceries, Snacks, Toiletries, Detergents, Ice creams, Frozen foods, Fruits and Vegetables.
Later in the year 2010 the shopping space was extended to 12000 sq feet with other fancy
products, Toys, Gift articles, Plastic products and exhaustive collection of all stationery articles.
It has been 20 years now in the field of supermarket catering around 20000+ regular customers.
CUSTOMER EXPERIENCE ON HARISH FOOD ZONE:

Customer experience is inseparable from giving a completely healthy and palatable shopping
experience to purchasers. This is where client experience unites the physical with the advanced
so retailers can intently communicate with their customer at each progression of their shopping
experience. Assuming retailers wish to keep their clients, they need to offer top computerized
and actual client experience with the goal that the clients are not disappointed anytime.
Customer experience develops their shop. Seeing customer issues and settling them expands
their income over the long run by building faithful customers.

Today, clients look for a pleasurable and comfortable shopping experience. However, different
features that are useful for customer include mobile apps that let customers know where to track
down items, advanced coupons and the capacity to self-checkout. In this way, client enjoys these
accessible in Harish food zone.

MARKETING MIX:
PRODUCT:

NEW PRODUCT IS ON OFFER (MAXKLEEN FLOOR CLEANER)

In Harish food zone there is new product installed in this supermarket, the product name is
MAXKLEEN floor cleaner, there is a offer on buy 1 L and get 500 ML free just 199₹ and buy
500ML get 200ML free it is just 104₹ and buy 2 MAXKLEEN product and get 1 free it is just
on ₹84. And customer said that, MAXKLEEN product is very good and offers is awesome.
Employee just gave me the work, just to sale the product which is on offer and I just explained
the new products to customers and purchasers told that, offer is very good as well they used the
product and gave the feedback to me that the new product MAXKLEEN product is awesome.

NEW PRODUCT INSTALLED:

Harish food zone supermarket installing the products every week and they provide super offers
on every product, employee gives me a work as to arrange the products and give the introduction
of new products to customers, so the customer can understand about the new product and
customer enjoy to purchase the products in offer.

ORDERING NEW PRODUCT:

Manager gave me some duty like, in Amul product identify which has few products and write it
down in note and the products are:

Amul Dark chocolate – 200Ml (1 number)

Amul Lassi- 200 ml (6 number)
Amul Dark chocolate Milkshake- 200 ml(1 pcs)
Amul Taasa- 1 litre (6 pcs)
Amulspray- ½ kg (6 number)
Amulspray- 200ml (6 number)
Amul almond chocolate- (1 number)
Amul butter- 200 ml (6 number)

So, these are the products are unavailable and after identifying the products, manager will order
these products and they will install the Amul products.

MOST MOVABLE PRODUCT IN HARISH FOOD ZONE:

In Harish Food Zone the most movable items like, grocery products and juices and snacks and at
the seasonal times the most product will be sold. So, as of now the summer season the most
movable products are ice creams, juices, frozen foods, and cosmetics.

As I noticed that, Harish Food Zone runs their shop by the seasonal way and customer likes to
buy the quality products and in offers.
STATIONARY PRODUCT:
I have noticed in evening time, most of the customers are purchasing the stationary product as of
now Harish food Zone also provides offer on stationary products. So, these are the most movable
products in Harish Food Zone.

PRICE:
During celebration seasons, the modest rates encourage individuals to purchase in quantity,
bringing about a huge volume of sales. Harish food zone definitely discount it stuff and sells
things at rates that are less than competitive. It has prevailed with regards to laying out a standing
as a minimal expense retailer and attracting budget customers because of this strategy. The
business focuses on acquiring clients by selling its things lower than contenders.
OFFER PRODUCTS ON AGARBATHI: (NATURAL LOBAN AND KESAR)
Harish food zone provides Candy agarbathi, 20% discount because customer likes to buy these
products in offer and they use it regularly, customer gives us feedback as very good product.
Here they provide more products on Agarbathi but harish food zone mostly provide discount on
Kesar Agarbathi products.

OFFERS ON ANTI-HAIRFALL SHAMPOO:

Here is the new offer for customer is on ANTI-HAIRFALL SHAMPOO (650 ML), here the
MRP is 825₹ but now the MRP is on 675₹ and you can save ₹150. Harish food zone
supermarket target the main product and they provide the offer to customers to beat the
competitors. So, customer likes to buy the products in offer.

OFFERS ON NEW SHOWER GEL:

Harish Food Zone provides each product on offer which customer buys likes to buy regularly so
they grab the customers easily and they install new products daily. Now they identify the most
important product and they gives more offer on these products.

Here is the new product installed and they provide summer offer in Nivea Shower Gel as 50₹
offer and MRP is 125₹ but they provide as 75₹. So, many customers likes buy this products and
gives feedback as very good offer. Customer tells about this product as of now offer is very good
and we can buy product in just 75₹ but before it is high cost.
CUSTOMER SATISFACTION TOWARDS ONLINE SHOPPING:
Customer satisfaction is characterized as an estimation that decides how cheerful customers are
with an organization's items, services and capacities. Consumer faction information, including
overviews and rating can assist a company with deciding how to best improve or changes its
items and services. Consumer satisfaction is a piece of customers knowledge that disclosures a
Suppliers performance on customers anticipation. Consumer satisfaction is the complete essence
of imprint about the dealer by the customers.

Online shopping shopping is a type of electronic commerce which permits consumers to

straightforwardly purchase merchandise or service from a vender over the internet using a web
browser.

Presently days the way of life of individuals is unique. Individuals feel going to crowded markets
uncomfortable and time consuming. In this way, e-shopping is an aid as it saves parcel of time.
Online shopping is an interaction by which Consumers straightforwardly buy goods, service etc
from a seller without an intermediary Service over the internet. Quite possibly of the most
tempting variable about online shopping, especially during holiday Season. It mitigates the need
to stand by in lengthy lines or search from a store for a Particular thing. Assortments of
merchandise are accessible in online shopping.
So, Harish Food Zone is a customer friendly supermarket and during the Covid 19 customer are
uncomfortable to buy the product directly from the supermarket. Customers buys the product
from online so it is comfortable for customer and Harish Food Zone provides the offers products
to the customers and also like cash on delivery, and also awesome gift every month, free
shipping of all orders over 1000rs.

PLACE:
This retail location is situated in Katpadi. This is the part of Harish food zone and the main store
is in Vellore. The items are purchased from different places. They forever are in contact with the
distribution channel so they deliver the items in time. The more grounded the organization, the
more successful the marketing activity. physical distribution incorporates warehousing,
transportation, bulk packing and material dealing with, etc.
.

 Convenient – Easy for the customers to access

 Approachable Destination
 Generally located at High Street/Family Entertainment centers – In & around Cinema’s,
Offices
 Observation: found close to Crossroads
COVERAGE:
 The Harish Food Zone targets all age group in their coverage.
 They target customer of all types of social status.
TRANSPORT:
 Advantage of the location of the store is that, a customer can easily avail transport to
reach their home.
 Raw material is procured from the vendors, transformed in to finished goods in a single
step, and then transported to distribution centres, and ultimaltely to the consumers.

 As the store is located in main road so it become easy for them to transport their
merchandise.

PROMOTION:
GRAND OPENING:
SALES PROMOTION:

 Discounts (10%,20%)
 Offers (Buy 2 Get 1 Free, Weekends Offers, Special Days/Season Offers)
 Free Samples
 Guarantee-Warrant
 Gifts @ Purchase of more than 2,000
 Exchange offer

ADVERTISING:
 Providing carry bags including brand names and logo.
 Newspaper
 Television Advertisement
 Radio Advertisement
 Pamphlets
Aside from item choice, product quality and customer experience, retail associations rely upon
advertising and promotions to get piece of the market share and develop their client base to
overcome competitive pressure. To build sales and client loyalty, the firm likewise gives
discounts, and prizes.
SALES PROMOTION:
 The main idea behind every effort is to make a bulk purchase.
 Festival season special offers.
 In Harish Food Zone including the latest promotions and offers.
 Providing gifts-free goods.

PEOPLE:
People are broadly divided into two heads:
 Employees and customers.
EMPLOYEE:
 There are 30 employees working in which 20 are looking in sales and maintenance and
other 10 are working as cashier as well as in office room.
 The employees are working in shifts.
 The working environment was healthly.
 The company cares about the employees.
 The dress of the employee was standardized.
 The employees were also well informed about the products of the store.
 Employee explain about the offer products and they will give the trail products to use it.
CUSTOMERS:
 The customers are basically price sensitive.
 Customers want quality products at affordable prices.
 The customers were mainly from both rich as well as middle class.
 Customer looks for discounts, gifts and also harish food zone starts online product so,
customer looks for cash on delivery and free shipping, awesome gifts.

PROCESS:
The organization has prioritized the customer experience and built business processes to
maximize value for customers and other stakeholders. Throughout its operations, the firm
employs technology to improve the efficiency and effectiveness of business processes. It delivers
an ecommerce platform to its consumers as well as delivery services.

HOME DELIVERY: customer appreciate that hairsh food zone employees are always ready to
deliver the order at home
TROLLEYS AND BASKETS AND STAFF: they provide trolleys, baskets to their customer and
staff are always eager to serve the customer from the moment they enter in the store.
PHYSICAL EVIDENCE:
The stronger the network, the more successful the marketing activity. Physical distribution
includes warehousing, transportation, bulk packing and material handling and so on. Harish food
zone have forthe past several years, the supermarket sector has been flourishing.
 Chocalates and other kid’s items are nearby cash counter.
 Staff uniform: green and white

COMPETITORS:
 ANURAGHA

 MORE
QUESTIONIARE:

QUESTION TO CUSTOMERS:

1) How you came to know the Harish food zone in Katpadi?

Answer: I came to Know about Harish food zone through Advertisement and banners and
through friends.
2) In Harish food zone do you liked the products?
Answer: yes, definitely I liked it.
3) Why do you like to buy the products in Harish food zone?
Answer: because, here so many offers are there and they provide their own product like own rice
packing with low price. So, I like to buy purchase here.
4) In Harish food zone do you see any un-respectful employees?
Answer: No, I seen some employees they are very respectful to customers and while customer
ask some doubt about the product to employees, they will respect in good manner.
5) In Harish food zone, do you see any expired product?
Answer: No, I didn’t see yet.

QUESTION TO EMPLOYEES:
1) How many customers will come everyday?
Answer: 60-70 customers
2) How many staff are working here?
Answer: 30 employees are working here.
3) When the stock will be installed?
Answer: we will install the stock at when the old stock is not available and we will keep the new
stock at godown. So, it will be easy when the old stock is not available.
4) In Harish food zone, mostly customer will come at evening time or morning time?
Answer: mostly evening time.
5) If your workday is slow and you have finished your tasks, what do you do?
Answer: I love keeping busy. So, I ask in advance what good side work jobs are that we can do.
It makes the day go by quickly. Plus, it keeps projects moving along smoothly at work.
6) What are your salary expectations for this retail job?
Answer: Like 4,000-6000 ₹
7) What motivates you in your retailing career?
Answer: like satisfied customers and determination to go up the ladder.
8) How flexible are you in terms of working hours?
Answer: I don’t have rescheduled restrictions, I will available at all time.