corporate satisfaction analysis

8/10/2019 Corporate Satisfaction Analysis

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P R E P A R E D B Y

J A L A J S H A H

( 1 3 7 9 6 0 5 9 2 0 3 2 )

Corporate Satisfaction Analysis

For The Services of PetPooja


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Contents

Company overview

Objectives

Introduction to customer satisfaction

Importance of customer satisfaction Research design

Data analysis and interpretation

Findings and Conclusion Suggestions

Contribution and Learning from the project


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Company Overview

PetPooja is a Multi RestaurantFood Delivery Serviceprovider.

Order any food from anyrestaurant in Ahmedabad andPetPooja will deliver yourorder to you; without anydelivery charges.

PetPooja provides corporatesa single point contact for alltheir food needs.


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Corporate Clients


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Objectives

To study the satisfaction level of corporate customers forthe services of PetPooja.

To identify and analyze the area of improvement to serveexisting customers better.

To understand whether there are any loopholes in currentsystem or not.


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Introduction to customer satisfaction

Customer satisfactionis a term frequently usedin marketing. It is a measure of how products andservices supplied by a company meet or surpasscustomer expectation.

Customer satisfaction is defined as "the number ofcustomers, or percentage of total customers, whosereported experience with a firm, its products, or itsservices (ratings) exceeds specified satisfaction goals.

In a survey of nearly 200 senior marketing managers,71% responded that they found a customer satisfactionmetric very useful in managing and monitoring their

businesses.


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Importance of customer satisfaction

Customer satisfaction is importantbecause it providesmarketers and business owners with a metric that they canuse to manage and improve their businesses.

Here are the top six reasons why customersatisfaction is so important:

Its a leading indicator of consumer repurchase intentions andloyalty.

Its a point of differentiation.

It reduces customer churn.

It increases customer lifetime value. It reduces negative word of mouth.

Itscheaper to retain customers than acquire new ones.


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Research Design

SAMPLE SIZE:-88 Respondents for corporate

SAMPLE UNIT:Corporate Offices.

TYPE OF RESEARCH:-Exploratory Research followedby Descriptive Research

SAMPLING PROCEDURE: - Convenience sampling.

INSTRUMENT:- Questionnaire

DATA SOURCE: - Primary.

SAMPLING FRAME: - Ahmedabad


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From the above chart we can interpret that most of the corporates whichhave discontinued using our services have mentioned they no longer haverequirements. Though it is hard to believe we need to go ahead with surveydata and try to find out exact reason for customer attrition.


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With the multiple options to place order 80% corporates find placing orderthrough PetPooja very easy.


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57% of the corporate customers agrees that PetPooja gives them enoughoptions when they have budget constraints.While 20% still stayed neutral and 16% strongly agreed that PetPooja hasenough options to offer.


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64% of the corporate executive agreed that PetPooja reduces their workload.Specially H.R and Admin executive who has to manage all the food requirementwhile training or events prefers PetPooja as it reduces their workload.


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There are mixed reactions about the delivery time while statistics shows that55% of the corporates feel that PetPooja is able to deliver orders on time; thereare significant 38% of the corporates that stand neutral.


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Above chart shows that 38% of the current customers has had goodexperience with PetPoojasServices. While there are 41% customers whokept their opinion as neutral ; more work is needed to carry out to knowthe bad and good experience of the corporates.


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Findings

Current corporate customers that are using PetPoojasservicesregularly finds PetPooja very use full as PetPooja gives them singlepoint contact for their food needs.

Corporate executives agreed that PetPooja extensively reduces theirworkload. Especially H.R and admin executive that have to manageeverything about food when theres training or some importantmeetings; find PetPooja very helpful.

PetPooja provides executives a single point contact for all their foodrequirements.

PetPooja has large pool of restaurants which helps them to givecustomers more options for their food requirements, be it lunchpacks or food packs or snack. For the fact of the matter be itmultiple food requirement all are satisfied with PetPooja.


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Findings (continued)

Corporates feel that order processing for PetPooja is very easy. PetPooja givesoptions of placing orders through e-mail, phone, message and online ordering.

With the ease of placing order PetPooja executives are easily accessible and alwaysthrough with their suggestions and full with restaurant options their rates andalways gives good suggestions when customers are unsure.

PetPooja has reached to a level where corporates trust them so much that justmention their budget requirement and leave everything on PetPooja executives.

Most of the corporates have one common problem that is delivery time. PetPoojatakes all the effort it can to ensure that delivery is completed on time. But there areother constrains involved with delivery such as restaurant preparedness, availabilityof delivery boys, traffic etc.

Corporates rated their overall experience with PetPooja in the range of Average toGood.


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Conclusion

Customers of PetPooja are satisfied with the services.

Regular customers are also seeking some discounts onregular purchase.

Customers are satisfied with the response ofrepresentatives their availability to solve any queries.

To conclude, overall corporates are satisfied with theoption pool that PetPooja offers to them. Of course thereare some glitches that need to be taken care of.


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Suggestions

Clear communication should be done with the restaurantregarding the time of pickup. A buffer time of 15 minutesshould be kept.

Before placing order representative should confirm aboutthe fulfillment of the order on time.

Better distribution network should be developed as tocomplete delivery on time.


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Suggestion(continued)

Delivery boys and representative should have verygood understanding of the routes of Ahmedabad sothat pickup and delivery can be completed smoothly.

Representative should be such that they should knowlocation to restaurant and corporates so that theycan make proper delivery time commitments basedon the order.

Advance order should be communicated with therestaurants to avoid any last minute troubles.


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Contribution to the project

Contribution to the organization Convinced and converted three clients to use PetPoojas

services again as they had stopped using it.

Tied up with five new corporate clients to use PetPoojas

services. They are as follows:Union Bnak of India

BSNL

Kayani Services

Birst Pvt. Ltd.Wealth First Portfolio Management.

Tied up with two restaurants and convinced them to usebilling software made by PetPooja.


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Learning from the project

I learned billing software and also gave training tothe clients on functionality of the software.

I was involved in ordering process from taking the

order to finishing the order till final delivery of food. I was allotted task to take feedback from existing

customers about their satisfaction level with theservices of PetPooja

I was also given task to convince customers to startusing PetPoojasservices who had discontinued touse the services and target new corporates.


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Thank you

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