CUSTOMER SATISFACTION SURVEY OF SUNLIGHT DETERGENT POWDER

Painoli.A.K (2015) : in his finding stated that TV advertising is the most effective source of
information among the consumers in rural areas. He also found during the investigation that
the frequency of purchase is different in different age group in the rural

INTRODUCTION

Customer Satisfaction Surveys come in all formats. They normally range from 20to 30
questions (shorter won’t give you enough insight, longer will take too much of the customer’s
time) about your product/service, the customer’s personal experience and his/her overall
satisfaction with what you provide them.

A Satisfaction Survey can be of digital form you send your guests after they stayed at your
hotel or your users after their free trial has ended, or a written form you fill after you’ve eaten
at a restaurant. They can be self-serviced (as the mentioned forms) or applied by a team member
or specialized company in person over phones.

The general purpose of customer satisfaction surveys is to know how much the customer is
satisfied with different aspects of your product/service. Identifying unhappy customers is as
important as identifying extremely happy ones.

DEFINITION

A customer satisfaction survey is an instrument that helps company to measure the customer’s
level of satisfaction with their product/service. This is a key process to help your customers
achieve success.

EVOLUTION OF CUSTOMER SATISFATION SURVEY

In the 1980s and 1990s, a number of companies started measuring customer loyalty, and
identifying the factors driving it. Empowered with this understanding, suppliers are able to

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JAI BHARATH COLLEGE OF ARTS AND SCIENCE, PERUMBAVOOR
 CUSTOMER SATISFACTION SURVEY OF SUNLIGHT DETERGENT POWDER

proactively allocate resources to strengthen those service and product quality areas that raise
customer satisfaction and customer loyalty.

the evolution of customer satisfaction research has led to superior understanding of

customer satisfaction and customer value, organizations still need to meet quality conformance
standards, and monitor customer complaints. In the New Economy, conformance to quality
remains important, though it no longer differentiates one supplier from another as much as it
used to in the Old Economy.

NATURE OF COSTUMER SATISFACTION SURVEY

Customer satisfaction is considered as the "cornerstone" of marketing, which is presented in many

works the final aim of marketing function. Although the specialty literature has tried to provide multiple
definitions of the concept of consumer satisfaction, has not yet reached a consensus on the elements of
a widely accepted definition. The lack of consensus limits the contribution of the consumer satisfaction
theory. This paper analyses the main problems that persist in defining consumer satisfaction and suggest
some implications for managers.

OBJECTIVES OF CUSTOMER SATISFACTION SURVEY

• satisfaction level of the customers

• respondent’s perception about the product

• factors that affect the buying of the product

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 CUSTOMER SATISFACTION SURVEY OF SUNLIGHT DETERGENT POWDER

• requirements of the customers.

Satisfaction level: through survey we can easily understand how much the
customers are satisfied with the product. It shows how deeply the product has
influenced the customers in their day to day life.

Respondent perception about the product: a good survey helps to know the
respondent’s perception about the product. The way they analyse the product can
be easily understood.

Factors affecting the buying of the product: there are some factors that affect
the buying of a product. Through customer satisfaction survey such factors can
be identified easily.

Requirements of the customers: through a good survey we can easily find the
requirements of the customers and can easily provide the required facilities which
in turn help in the increase in demand of the product.

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 CUSTOMER SATISFACTION SURVEY OF SUNLIGHT DETERGENT POWDER

TYPES OF SURVEYS

Now that we know what a survey is and why do we need to survey people, let’s
explore its types. These can be classified in different ways, as mentioned earlier,
depending upon the frequency of administration or deployment and how the
distribution/deployment occurs. There are other types of surveys like random
sample surveys (to understand public opinion or attitude) and self-selected type
of studies.

1. Online surveys:

One of the most popular types is an online survey. With technology advancing many
folds with each passing day, an online survey is becoming more popular. This survey
consists of survey questions that can be easily deployed to the respondents online
via email, or they can simply access the survey if they have an internet connection.
These surveys are easy to design and simple to deploy. Respondents are given ample
time and space to the respondent to answer these surveys, and so researchers can
expect unbiased responses. They are less expensive, and data can be collected and
analysed quickly.

2. Paper surveys:

As the name suggests, this survey uses the traditional paper and pencil approach.
Many would believe that paper surveys are a thing of the past. However, they are
quite handy when it comes to field research and data collection. These surveys can
go where computers, laptops or other handheld devices cannot go.

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 CUSTOMER SATISFACTION SURVEY OF SUNLIGHT DETERGENT POWDER

There is a flip side to it too. This survey type is the most expensive method of data
collection. It includes deploying a large number of human resources, along with time
and money.

3. Telephonic Surveys:

Researchers conduct these over telephones. Respondents need to answer questions

related to the research topic by the researcher. These surveys are time-consuming
and sometimes non-conclusive. The success of these depends on how many people
answer the phone and want to invest their time answering questions over the
telephone.

4. One-to-One interviews:

The one-to-one interview helps researchers gather information or data directly from
a respondent. It’s a quantitative research method and depends on the knowledge and
experience of a researcher to frame and ask relevant questions one after the other to
collect meaningful insights from the interview. These interviews can last from 30
minutes up to a few hours.

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 CUSTOMER SATISFACTION SURVEY OF SUNLIGHT DETERGENT POWDER

BENEFITS OF ADVERTISING

Great for Gathering Qualitative Feedback: Often the only way to gather important
qualitative (text) feedback from your market is by using a questionnaire. Through
judicious use of open-ended questions, you can gain insights into what your customers
think about each aspect of the business.

More Direct than Interpreting Usage Data: It is possible to build up an accurate picture
of what customers want by watching their actions: clicks, purchases, call times, etc.
This is exactly what Google do on a vast scale to determine the most effective ways for
people to interact with their applications.

The problem is the technical skills and resources required to design, build and analyses
these tests is formidable. Not only do you need to expend resources creating the
different version of that you want to test, advanced statistical tools and analysis are
needed to interpret the results accurately.

Lower Cost / More Practical than building all the alternative: Following on from that
idea – building and testing many different versions of your product or service to see
which sells the best is expensive. A quick online customer feedback test can provide
many of the same answers quickly and at a much lower cost

Easy to build and implement: Compared to the complex statistical and organizational
issues needed to run A/B tests, there are plenty of on-line tools that make the process of
implementing a survey relatively straight forward. Within a few minutes you can design
and load a feedback survey then send it your customers for their response.

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 CUSTOMER SATISFACTION SURVEY OF SUNLIGHT DETERGENT POWDER

Quick: Another advantage of surveys is that gathering results can be very quick.
Typically, you will receive 90% of the responses to your survey within 48 hours of
sending the invitations.

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 CUSTOMER SATISFACTION SURVEY OF SUNLIGHT DETERGENT POWDER

SUNLIGHT DETERGENT POWDER

Sunlight Detergent Powder comes with Colour guard technology, which will keep your clothes
looking like new, even after 40 washes. New and improved Sunlight Detergent removes all dirt
and stains, while keeping your clothes bright. Sunlight Detergent Powder is easy to use with
both bucket wash and machine wash.

There are 3 different variants of Sunlight Detergent Powder available in market. The lowest
priced variant is 1kg (Rs. 80) pack and the 120gm (Rs. 10) pack is the highest priced variant.

ADVANTAGES OF SUNLIGHT DETERGENT POWDER

 Unlike other detergent powders, sunlight detergent can work in hard water.

 they also have a stronger cleansing action than other detergents.

 Sunlight detergents may be used in saline or acidic water.

 Sunlight detergent are most soluble in water than detergents.

 Sunlight detergent have linear hydrocarbons chain which are biodegradable.

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 CUSTOMER SATISFACTION SURVEY OF SUNLIGHT DETERGENT POWDER

CHAPTER 3

DATA ANALYSIS AND INTERPRETATION

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