A Project Report on

A study on Customer perception and satisfaction

with reference to ponds cold cream .

2022-23
Submitted by:
Aman Kurmi

Y22180506
Under the Guidance of
Mr. Shubham Dadariya

Department of Business Management Dr.

Hari Singh Gour University Sagar (M.P.)

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 ACKNOWLEDGEMENT

I would like to express my special thanks of gratitude to the project guide

“Mr Shubham Dadariya” for her able guidance and support in completing
my Seminar and Term Paper project titled, “A study on Consumer perception
and satisfaction with reference to PONDS COLD CREAM in the Sagar
region”.
I would also like to extend my gratitude to the Head of Department
“Dr. Y.S. Thakur”, for this golden opportunity to do this project. I came to
know about so many new things through this project while coming across it.

AMAN KURMI
B.B.A 3rd SEMESTER
Y212180506

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 CERTIFICATE

This is to certify that, AMAN KURMI of BBA 4TH semester has

completed her seminar & term project [{BUM-CC-414} project based
on Consumer perception and satisfaction with reference to PONDS
COLD CREAM in the Sagar region under my guidance for the
academic year 2023-24. The certified student has been dedicated
throughout her research and completed her work before the given
deadline without missing any important details from the project. It is
also certified that this project is the individual work of the student and
can be submitted for evaluation.

Mr. Shubbam Dadariya

{Supervisor}

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 PREFACE
This project has been prepared as a part of BBA. It is prepared with
the view to include all the details regarding the project.
The initial portion is the description and study of history and
establishment of the company HUL. The project is continued by
providing details about the consumer perception and satisfaction
with reference to PONDS COLD CREAM in the Sagar. The next
part of the project shows the analysis of the data collected and its
interpretation and detailed study of its consumer.
The project is concluded by summarising the studies under the
heading “conclusion” and a list of suggestions.

AMAN KURMI
Y22180506

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 DECLARATION

I, AMAN KURMI of [BBA 3 rd semester] Department of Business

Management, hereby declare that the project is an original work, all
the facts, figures & information shown in the project entitled "PONDS
COLD CREAM " (A study based on Consumer perception and
satisfaction with reference to PONDS COLD CREAM .) are true to
the best of our knowledge. All information in this report is true
representation of what I have experienced during the project under the
guidance of Mr. Shubham Dadariya

AMAN Kurmi
B.B.A 3rd SEMESTER

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 INDEX-:

CHAPTER-1: INTRODUCTION-
 Company Profile. 7
 Consumer Buying Behaviour. 9
 Product Profile. 10-12
 SWOT Analysis. 13-14

CHAPTER -2: RESEARCH METHODOLOGY –

 Objectives 15
 Data collection method. 16
 Sampling technique. 16

CHAPTER- 3: Data Analysis and Interpretation. 17-24

CHAPTER- 4: Findings. 25

CHAPTER- 5: Conclusion & Findings. 26-27

CHAPTER- 6: Bibliography. 28

CHAPTER -7: QUESTIONNAIRE 29-31

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INTRODUCTION:

Hindustan Unilever Limited (HUL) is a British-owned Indian consumer

goods company headquartered in Mumbai. It is a subsidiary of the British
company Unilever. Its products include foods, beverages, cleaning agents, personal
care products, water purifiers and other fast-moving consumer goods (FMCGs).
HUL was established in 1931 as Hindustan Vanaspati Manufacturing Co. Following a
merger of constituent groups in 1956, it was renamed Hindustan Lever Limited. The
company was renamed again in June 2007 as Hindustan Unilever Limited.
Hindustan Unilever's corporate headquarters are located in Andheri, Mumbai. The
campus is spread over 12.5 acres of land and houses over 1,600 employees. Some of
the facilities available to the employees include a convenience store, a food court, an
occupational health centre, a gym, a sports & recreation centre and a child day care
centre. The Campus is designed by Mumbai-based architecture firm Kapadia
Associates.
The Hindustan Unilever Research Centre (HURC) was set up in 1966 in Mumbai, and
Unilever Research India in Bangalore in 1997. In 2006, the company's research
facilities were brought together at a single site in Bangalore.
Hindustan Unilever Limited (HUL) is India’s largest fast moving consumer
goods company, touching the lives of two out of three Indians with over 20
distinct categories in home & personal care products and food & beverages.
They endow the company with a scale of combined volumes of about 4 million
tones and sales of over Rs.13,000 crores. HUL is also one of the country’s
largest exporters; it has been recognised as a Golden Super Star Trading House
by the Government of India. The Anglo-Dutch company Unilever owns a
majority stake (52%) in Hindustan Unilever Limited.
HUL was formed in 1933 as Lever Brothers India Limited and came into being
in 1956 as Hindustan Lever Limited through a merger of Lever Brothers,

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Hindustan Vanaspati Mfg. Co. Ltd. and United Traders Ltd. It is headquartered
in Mumbai, India and has an employee strength of over 15,000 employees and
contributes for indirect employment of over 52,000 people. The company was
renamed in June 2007 to Hindustan Unilever Limited´.

In 2007, Hindustan Unilever was rated as the most respected company in India
for the past 25 years by Business world, one of India leading business
magazines. The rating was based on a compilation of the magazine’s annual
survey of India Most Reputed Companies over the past 25 years. HUL is the
market leader in Indian consumer products with presence in over 20 consumer
categories such as soaps, tea, detergents and shampoos amongst others with
over 700 million Indian consumers using its products. It has over 35 brands.
Sixteen of HUL brands featured in the AC Nielsen Brand Equity list of 100
Most Trusted Brands Annual Survey (2008). According to Brand Equity, HUL
has the largest number of brands in the Most Trusted Brands List. Its a company
that has consistently had the largest number of brands in the Top 50 and in the
Top 10 (with 4 brands).

Hindustan Unilever’s distribution covers over 1 million retails outlets across

India directly and its products are available in over 6.3 million outlets in India,
i.e., nearly 80% of the retail outlets in India. It has 39 factories in the country.
Two out of three Indians use the company products and HUL products have the
largest consumer reach being available in over 80 per cent of consumer homes
across India. [citation needed] HUL was one of the eight Indian companies to be
featured on the Forbes list of Worlds Most Reputed companies in 200

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CONSUMER PERCEPTION AND SATISFACTION:

Consumer perception is the most focused area in every field of business as well as
services. Nowadays the key determinant factor for any business is to find out the
changing needs and preferences of consumers in today’s world. Many industries are
focussing and analysing the buying behaviour of consumers in their respective
markets and targets. The market is a place where buyers and sellers have transaction
for any purpose, where in the inevitable role is played by the “Consumers”, because
the purchase of any product wholly depends on the purchasing behaviour of the
consumer or the customer.
Consumer Behaviour is the behaviour that consumer display in scanning for
purchasing, using, evaluating and disposing of products and services that they expect
will satisfy their needs. There are environmental influences to Consumer behaviour
like social & personal factors. There are individual determinants to consumer
behaviour in the form of Personality, self-concept, motivation& involvement, learning
& memory and attitude of consumers. There have been social scientists presenting
their models for understanding the consumer behaviour aspects. Massively the models
talk about the stimuli & action matrix. In this era of Consumerism & De-marketing
the market has become further stiff. Consumerism is a Social movement of citizens
and Government to enhance the rights & powers of buyers in relation to sellers.

It encompasses the evolving set of activities of Government, Businesses and

Independent Organisations that are designed to protect the rights of consumers.
Consumerism is concerned with protecting consumers from all Organisations with
which there is an exchange relationship. On the other hand demarketing influences the
consumption pattern among the consumers. There are consumer problems associated
with hospitals, libraries, schools, Police forces, and various govt. agencies as well as
with Business firms. Amidst all these unrest the businesses need to flourish. The
knowledge and investment of time in understanding the evolving behaviour of
consumer shall help the businesses to propound.

This piece of literary work demonstrates the review of Consumer Behaviour across
various industries, such as; FMCG Industry, Banking Industry, Hospitality Industry etc.
A new marketing strategy is seen to be formulated in every other review of consumer
behaviour towards various industries considering their respective measures of buying
behaviour towards their products or services. A recommender’s model pertaining to

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 how the factors influence the consumer behaviour has been formulated in this paper.
This model is formulated on the basis of the reviews and taking into consideration the
factors influencing consumer behaviour of today’s dynamic world.

PRODUCT PROFILE:

Skincare has been an integral part of human civilization for centuries, with people continually
seeking ways to maintain healthy and radiant skin. In this pursuit, Pond’s Cold Cream has
emerged as an iconic product, offering a blend of tradition and innovation in skincare.

Pond’s Cold Cream is a popular skincare product known for its deep-cleansing and moisturizing
properties. It’s been around for over a century and is loved for its ability to remove makeup,
dirt, and impurities while leaving the skin soft and hydrated. The cream contains key
ingredients like mineral oil and beeswax to help lock in moisture and nourish the skin. It’s
suitable for all skin types and is often used as part of a nightly skincare routine to cleanse and
hydrate the skin.

HISTORY

Pond’s Cream was invented in the United States as a patent medicine by pharmacist Theron T.
Pond (1800–1852) of Utica, New York, in 1846. Mr. Pond extracted a healing tea from witch
hazel [Hamamelis spp.] which he discovered could heal small cuts and other ailments. The
product was named “Golden Treasure.” After Theron died, it would be known as “Pond’s
Extract.”
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 In 1849, the T. T. Pond Company was formed with Pond and other investors. Soon after, he
sold his portion of the company because of failing health. He died in 1852. In 1914, the
company was incorporated under the name Pond’s Extract Company.

Pond’s Cold Cream has a rich history that dates back to the 19 th century. It was first introduced in 1846
by Theron T. Pond, a pharmacist from Utica, New York. Initially, it was called “Golden Treasure” and
was marketed as a healing balm for various skin ailments.

In 1886, Theron’s son, Charles, along with a partner, sold the rights to the product to a larger company.
Under new ownership, the product was renamed “Pond’s Extract” and marketed as a skin cream. It
gained popularity for its moisturizing and healing properties.

In 1914, the product was rebranded again as “Pond’s Cold Cream” and became widely recognized for its
ability to remove makeup, cleanse the skin, and provide deep hydration. Over the years, Pond’s Cold
Cream has remained a staple in the skincare industry, enduring changes in packaging and formulation
while maintaining its effectiveness and popularity among consumers worldwide.

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PONDS COLD CREAM IN INDIA

In India, Pond’s Cold Cream has been a beloved skincare product for generations. It was
introduced to the Indian market many decades ago and quickly gained popularity due to its
effectiveness in moisturizing and cleansing the skin, which is especially important in a
climate where dryness can be a common concern. Pond’s Cold Cream became a staple in
many Indian households, used not only for skincare but also as a makeup remover. Over
the years, Pond’s has continued to innovate and expand its product line in India, catering to
the diverse skincare needs of its consumers in the country.

Pond’s has released a new ad film ‘Bhoolna Naamumkin’ for its Cold Cream. The
campaign aims to remind the brand’s ‘Googly Woogly Woosh’ positioning.
Conceptualised by Ogilvy Mumbai, the campaign showcases the emotional relationship of
a grand daughter and her ageing grandfather who has lost his memory.

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 SWOT ANALYSIS: -

Strengths:
1. Established brand: Pond’s has a long history and strong brand recognition in skincare.

2. Effective moisturizing: Pond’s Cold Cream is known for its moisturizing

properties, suitable for dry skin.

3. Versatility: Can be used as a makeup remover, cleanser, and moisturizer in one

product.

4. Accessibility: Available widely in stores and online, making it easily accessible

to consumers.

Weaknesses:
1. Competition: Faces competition from other skincare brands offering similar
products.

2. Limited target market: May not appeal to younger consumers who prefer more
modern skincare solutions.

3. Packaging: Some may find the jar packaging less hygienic compared to pump
or tube packaging.

Opportunities:

1. Product innovation: Pond’s can explore new formulations or variations to cater

to changing consumer preferences.

2. Digital marketing: Utilizing social media and online platforms to reach a wider
audience and engage with customers.

3. Expansion into new markets: Pond’s can explore entering new geographical
markets to expand its customer base.
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Threats:
1. Changing consumer preferences: Shifts in consumer preferences towards
natural or organic skincare products could pose a threat.

2. Economic factors: Economic downturns or fluctuations could impact consumer

spending on skincare products.

3. Regulatory changes: Changes in regulations regarding skincare ingredients

could affect product formulations and marketing strategies.

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 CHAPTER-2
RESEARCH METHODOLOGY
Objective of the study

1) To Understand Consumer Preferences: Investigate the factors influencing consumer

preferences for ponds cold cream, including taste, packaging, price, and perceived
benefits.

2) To Explore Brand Perception: Examine how consumers perceive the ponds cold cream
brand in terms of quality, reliability, and trustworthiness, and how these perceptions
influence their buying behavior.

3) To Identify Purchase Motivations: Determine the primary motivations driving

consumers to purchase ponds cold cold cream such as oral health concerns, freshness, or
brand loyalty.

4) To Identify Market Trends: Analyze current market trends related to oral care products,
including changes in consumer preferences, emerging competitors, and evolving
industry dynamics.

5) To Provide Recommendations: Based on the findings, offer recommendations to HUL

for enhancing its marketing strategies, product offerings, and customer engagement
initiatives to better meet the needs and preferences of consumers.

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ABOUT RESERCH METHODOLOGY:
Research Methodology is a way to find out the result of a given problem on a specific
matter or problem that is also referred as research problem. In Methodology,
researcher uses different criteria for solving searching the given research problem.
Different sources use different type of methods for solving the problem. If we think
about the word "Methodology”, it is the way of searching or solving the research
problem.
Research type used here is descriptive research technique used here to know about the
perception and awareness of consumers. These techniques of conducting research are
conceptual structure which constitutes the of collection, measurement, and analysis of
data.

DATA COLLECTION METHOD

After determining the research objectives and its need its require to look for the data
collection methods for collecting data and completing the research process. There are
two types of data collection methods which are used here too these are:
• PRIMARY DATA- In the research project the primary data used is collected through
questionnaire method.
• SECONDARY DATA-The secondary data used is been collected through different
journals, websites articles, and other sources.

SAMPLING METHOD PURPOSIVE SAMPLING -

As data is collected by those respondents who used Ponds cold cream. So the method
used here is purposive sampling as dealing with particular group of respondents like
customers of PONDS COLD CREAM this type of sampling, also known as
judgement sampling, involves the researcher using their expertise to select a sample
that is most useful to the purposes of the research. Here, the sample size is 30
respondents.
It is often used in qualitative research, where the researcher wants to gain detailed
knowledge about a specific phenomenon rather than make statistical inferences, or
where the population is very small and specific. An effective purposive sample must
have clear criteria and rationale for inclusion.

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Limitations of the Study

 This study are not represent the whole peoples. It only covers small targeted peoples.

 The study are not capture long-term trends or changes in consumer behaviour over time.

 Since participants are selected based on predetermined criteria, there is a risk of sampling bias.
Certain individuals may be overrepresented or underrepresented in the sample, leading to
skewed or misleading results.

 The lack of randomization in purposive sampling makes it difficult to replicate the study and
verify the reliability of the findings. Other researchers may struggle to recruit a similar sample,
limiting the ability to confirm or refute the results.

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 CHAPTER -3

DATA ANALYSIS & INTERPRETATION

Interpretation 1: the first question wwe ask in survey is Are you a

user of ponds cold cream. Where out 30 respondents 18 are the user of
ponds and 12 are not aware about the product.

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Interpretation 2:
How often respondents use the ponds cold cream.

19
Interpretation: 3 In below chart we ask how respondents are satisfied
with the effectiveness of ponds cold cream.

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Interpretation: 4 In this interpretation we ask how likely are you
recommend ponds cold cream to a friend family member?

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Interpretation: 5

22
Interpretation: 6

23
Interpretation: 7

24
Interpretation: 8

25
Interpretation.9

26
27
Interpretation: 10

28
Interpretation: 10

29
Interpretation:11

30
Interpretation 12

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 CHAPTER- 4
FINDINGS

1) 65 % of the respondents are aware about the PONDS COLD CREAM whereas
34% are unaware about the Sunlight detergent.

2) Major awareness about the detergent is been generated through salesman

and family.
3) Maximum respondents are attracted to the effectiveness of PONDS COLD
CREAM followed up to its price.

4) The quality of the detergent is being rated a neutral from a major respondent.
5) A major group of respondents does not prefer a scented detergent powder.
6) 45% of the total respondents opted for bag packaging followed by containers.
7) 60% of the total respondents hardly switches the brand.
8) The purchases are often made through online medium, followed by
supermarket and grocery stores.
9) The data showed that consumers of PONDS COLD CREAM didn’t
felt like switching the brand.
10) 42% of respondents are unsatisfied with limited range of packaging whereas
40% of the respondents are satisfied along with 17% respondents be unsure.
11) The product is being rated as neutral by 43% of the respondents.
12) The data collected found that that there is a fair rate of recommendations.
13) The stain removing factor is being scaled from 3 to 4 by 12 and
11 respondents respectively.

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 CHAPTER -5
CONCLUSION & SUGGESTIONS
In conclusion, PONDS COLD CREAM is a reliable and effective fairness solution for
skin. Its formulation is designed to remove tough stains, dirt, and odors from clothing,
leaving them clean and fresh. PONDS COLD CREAM has a long-standing reputation
for its quality and affordability, making it a popular choice among consumers.
One of the key advantages of PONDS COLD CREAM is its powerful cleaning action,
which effectively tackles a wide range of stains, including grease, oil, dirt, and grime.
It contains ingredients that penetrate deep into the fabric fibers, lifting and removing stains
with ease. Additionally, PONDS COLD CREAM is known for its ability to brighten
whites and revive colours, ensuring that clothes look their best after each wash.
Another notable feature of PONDS COLD CREAM is its mild and gentle formula. It is
suitable for all types of fabrics, including delicate items, and does not cause any harm or
damage. This makes it a versatile option for households with various laundry
requirements.
Furthermore, PONDS COLD CREAM is known for its pleasant fragrance, leaving
clothes smelling fresh and clean. The long-lasting scent provides an extra touch of
freshness to the laundry, enhancing the overall experience.
Overall, PONDS COLD CREAM offers a reliable and effective solution for laundry
needs. Its powerful cleaning action, mild formula, and pleasant fragrance make it a
popular choice among consumers looking for a quality detergent that delivers
excellent results. With Sunlight detergent, you can trust that your clothes will be
clean, fresh, and well cared for.
PONDS COLD CREAM is a highly effective and reliable choice its superior cleaning
power and ability to remove tough stains, PONDS COLD CREAM has consistently
delivered satisfactory results for countless consumers. Its advanced formula is
specifically designed to tackle various types of dirt and grime, leaving clothes fresh,
bright, and smelling pleasant. Moreover, PONDS COLD CREAM is also known for
its gentle care and compatibility with different fabric types, ensuring that garments
retain their quality and longevity over time. The brand's commitment to environmental
sustainability is also commendable, as Sunlight offers eco-friendly packaging and
prioritizes the use of biodegradable ingredients. Overall, PONDS COLD CREAM
provides an excellent cleaning solution, making it a trusted and popular choice among
consumers worldwide.

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SUGGESTIONS:
1) Environmental Sustainability: As consumers become increasingly conscious of
environmental issues, Sunlight could focus on enhancing its sustainability practices.
This could involve using more biodegradable and environmentally friendly
ingredients, exploring eco-friendly packaging options, or obtaining relevant
certifications to demonstrate their commitment to sustainability.
2) Allergen-Free or Hypoallergenic Formulations: Offering detergent options that are
specifically formulated for individuals with sensitive skin or allergies can attract a wider
customer base. Developing hypoallergenic or allergen-free variants of PONDS COLD
CREAM could be beneficial.
3) Concentrated Formulas: Concentrated detergents require less packaging and can
help reduce waste and transportation emissions. Sunlight could consider introducing
concentrated versions of their detergent to offer more value to consumers and reduce
their environmental footprint.
4) Enhanced Stain Removal: While Sunlight is already known for its stain removal
capabilities, continued improvement in this area could be advantageous. Research and
development efforts could focus on formulating detergent variants that are even more
effective in removing stubborn stains, including those caused by specific substances or
fabrics.
5) Fragrance Options: Providing a range of fragrance options or even fragrance-free
variants would cater to diverse consumer preferences. Some individuals may have
sensitivities or prefer a milder scent, while others may appreciate a wider selection of
fragrance choices.
6) Transparent Ingredient Disclosure: Clear and comprehensive ingredient
information can build trust with consumers. Sunlight could consider providing
detailed ingredient lists, including potential allergens, on their packaging or website.
7) Customer Engagement and Feedback: Actively seeking and listening to customer
feedback is crucial for continuous improvement. Sunlight could encourage customer
reviews, conduct surveys, or engage with consumers through social media to gather
insights and understand their preferences better. Must involve focus in wider parts of
India as currently dealing
8) Versatile packaging must be included as currently very limited range of packaging
is being a concern to new customers.

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 BIBLOGRAPHY

1) https://en.wikipedia.org/wiki/Sunlight_(cleaning_product)
2) Sunlight brand on official Unilever website
3)SunlightSoap.co.uk Archived at the Wayback Machine (importers)
4)Sunlight - Henkel North America

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 QUESTIONNAIRE

1. Are you a user of ponds cold cream

Yes
No

2. How often do you use Ponds Cold Cream?

Daily
Rairly
Never
Several
times

3. How likely are you to recommend Ponds Cold Cream to

a friend or family member?
 Not likely at all
 Slightly likely
 Very likely
 Extremely likely

4. How satisfied are you with the effectiveness of Ponds Cold Cream in
removing makeup and impurities from your skin?
 Very poor
 Poor
 Neutral

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  Good
 Excellent

5. How would you rate the texture and consistency of

Ponds Cold Cream?
 Very poor
 Poor
 Neutral
 Excellent

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6. Have you experienced any skin
irritations or reactions after using Ponds
Cold Cream?
 Yes
 N
o

7. How important is the brand reputation when

purchasing skin care products for you.
 Very important
 Somewhat important
 Not important

8. How satisfied are you with the fragrance of Ponds

Cold Cream?
 Very dissatisfied
 Dissatisfied
 Neutral
 Satisfied
 Very satisfied

9. Have you noticed any improvements in your skin's

hydration and moisture levels after using Ponds Cold
Cream?
 Yes

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  No
 Not sure

10. How easy is it to find Ponds Cold Cream in stores or online?

 Very difficult
 Difficult
 Easy
 Very easy

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11. What concerns do you have regarding your
current skin care routine if any.

 Dryness

 Oily skin

 Acne

 Sensitivity

 Other

12. How likely are you to continue using Ponds Cold Cream in the
future?

 Not likely at all

 Slightly likely likely

 Moderately likely

 Very likely

 Extremely likely

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