CUSTOMER SATISFACTION SURVEY AT CAFÉ COFFEE DAY

Saatvik

SandeepAbhishek

Harshal

Rahul

Navin

A PROJECT ON BUSINESS RESEARCH METHODS

• Abhishek BV Roll No. 55• Harshal Chichghare Roll No.73• Rahul Gollamudi Roll No.75• Navin Babu E S Roll No.81• S Saatvik Roll No.96• Sandeep RajBhushan Roll No.97

• Group 3 – Section B

Agenda

• INTRODUCTION• COMPANY BACKGROUND• LIVE BUSINESS PROBLEM• APPROACH• MANAGEMENT DECISION PROBLEM• RESEARCH PROBLEM

– RESEARCH OBJECTIVES• RESEARCH SUB-OBJECTIVES

• HYPOTHESES• RESEARCH METHODOLOGY• QUESTIONNAIRE • DATA ANALYSIS• INTERPRETATION• CONCLUSION• REFERENCES

INTRODUCTION• This study intends to determine an improved marketing strategy for Coffee Day Xpress based

on customer feedback• Why Measure Customer Satisfaction?

– Understand the expectations of the customers• It is important to make a product that the customer wants available when he/she

wants it.– Customer retention

• Delighted customers are profitable. It's widely accepted that it is at least five times more profitable to sell to an existing customer than to find a new customer. More important, the difference between satisfied customers and very satisfied customers can make a big difference in customer repeat business and profits.

• Assess performance, assign priorities and allocate resources– By conducting a representative survey of customers at Coffee Day Xpress, it is possible to

identify the products and brands that sell well and bring in more profits compared to growing or stagnant ones.

– By doing this, it becomes easier to assign priorities to the products during sales and marketing and thus, resource allocation can be done efficiently, in terms of advertising budget, aggressive selling, franchisee benefits and retailer incentives .

• Increase customer orientation in the company.– The satisfaction surveys help keep a finger on the pulse of the customer and thus, aligns

the company’s working in tune with the customers’ needs which ultimately proves beneficial to both parties

INTRODUCTION

• To highlight the publicly perceived strengths and weaknesses of the brands– Satisfaction surveys can be designed to specifically ask the customers to point out what

they think are the defining attributes of a particular product or service. This way, every brand under the umbrella can be categorized according to its own strengths and weaknesses as perceived by the customers. This will help in assessing the longevity of a product and also helps in pushing for improvements from within the company towards this product.

• To understand how the company stands against its competitors in the market– Customer satisfaction surveys can include comparative ranking, where the customer

indicates his/her preference for a particular brand over another. A similar kind of exercise will help Coffee Day Xpress gauge how the customer views the brand in comparison to other competing brands like Barista and Costa Coffee.

COMPANY BACKGROUND• Cafe Coffee Day• Business: Cafes• Revenues: Rs 510 crore (approx.)• Presence: 918 outlets in 139 cities (excluding four in Vienna and two in Karachi)• Plans: 2,000 stores in India in four years; 100 abroad in three years

• Coffee Day Express • Business: Grab & Go kiosks selling coffee, beverages, quick eats. Spotted at malls, corporate

premises, airports, railway stations• Presence: 999 outlets Plans: 1,200 by end of fiscal 2011

• Coffee Day Beverages• Business: Coffee vending machines• Presence: 14,000 Plans: To expand number of installations to 18,000

• The café market in India is estimated at $150 million (Rs 678 crore). It has been growing at 40 per cent over the last five years. Café Coffee Day is the clear market leader in this segment both by retail footprint and revenue. Café Coffee Day plans to extend its footprint further by doubling the number of its cafés to 2,000 by 2014. International chains like Gloria Jeans, Coffee Bean & Tea Leaf and Illy Café have entered the Indian market recently and have a limited footprint.

• Coffee day currently enjoys a market share of 60%, followed by Barista with 25% and the rest with 15%. Coffee day is owned by Amalgamated Bean Coffee trading Co. known as ABC. Its overall revenues stood at Rs.850 Cr, out of which Rs.630 Cr was contributed by Café Business owned by it. In café business it sells in two different formats

COMPANY BACKGROUND

LIVE BUSINESS PROBLEM• India’s per capita coffee consumption, at a nascent 75-80 gm stage, is set to see a push from

coffee retail chains that are looking at rapid expansion in the face of 35-40 per cent annual growth. Growing youth spending, lack of alternative hang-outs, and a growing number of office complexes will drive this market. The homegrown Café Coffee Day (CCD), Italian Barista Lavazza and Costa have around 1,250 cafes across India. According to industry estimates, there is scope for another 5,000 outlets close to offices, colleges and malls.

• CCD’s revenue split essentially comprises of beverages and Food. While beverages contribute nearly 60-65% to the top line, Food & merchandise cumulatively contribute around 35-40%. The competition in the café business has become even more intense with the entry of players like Barista & Costa. The core business of these players has remained coffee based products and will continue to do so although diversification is one of the routes adopted for improving top line growth. Hence there is a need to measure the current level of customer satisfaction, analyze brand preferences and pinpoint areas for further improvement.

MANAGEMENT DECISION PROBLEM

• To determine an improved marketing strategy for Coffee Day based on customer feedback.

RESEARCH PROBLEM

• Measure customer satisfaction using a survey based on marketing mix components, on the Coffee line of Coffee Day Xpress.

• RESEARCH OBJECTIVES– Product/Service:

• Analysis of customer perception of the variety and quality of coffee beverages on offer at the outlets

• Measurement of the satisfaction of customers with attitude of the staff

– Price:• Determining the willingness of the customers to pay the prices as

per the rate card

RESEARCH OBJECTIVES

– Place/Distribution:• Verify the availability of products as and when demanded at the outlets.• Analysis of customer perception of convenience of outlets’ location

– Promotion:• Quantification of customers’ attitude towards promotional schemes and

incentives

• Research Sub-objectives:– Measure current level of customer satisfaction (overall)– Gap analysis to identify key areas for improvement– Competitor analysis– Identify customer perception towards the brand as a whole.

RESEARCH OBJECTIVES

HYPOTHESES• HYPOTHESIS 1:

– H0 (Null Hypothesis): The current level of satisfaction is below average– H1 (alternate Hypothesis): The customers of Coffee Day Xpress are satisfied with the

current offerings in coffee.

• HYPOTHESIS 2:

– H0 (Null Hypothesis): Satisfaction is not affected by the marketing mix components.– H1 (Alternate Hypothesis): Satisfaction is a function of the marketing mix components.

• HYPOTHESIS 3:– H0( (Null Hypothesis): The customer perceive the brands to be inferior/similar to

competing brands.– H1 (Alternate Hypothesis): The customers perceive the brand to be better than

competing brands.

RESEARCH METHODOLOGY

• Sources of data: – Primary – Questionnaires– Secondary – Websites and newspaper/magazine articles

• Sampling Design

– Sample Size: 103– Sampling type: Convenience/Judgment Sampling

• Research Design– Descriptive Research: To determine the current customer satisfaction level

and the areas for improvement

• Techniques of Data Analysis– Multiple Regression to identify the relationship between customer satisfaction

and each element of marketing mix.– T-Test for competitor analysis and satisfaction level– FACTOR ANALYSIS to determine underlying factors of customer satisfaction

RESEARCH METHODOLOGY

Questionnaire

Data Analysis – Survey Results

Variety quality price availability attitude promotion convenience Variety quality availability convenience price flavour attitude advertising promotions service new products taste Offers Variety10 25 25 20 10 5 5 3 3 3 3 3 3 3 3 3 3 3 3 3 3.0010 10 10 10 20 30 10 3 3 3 3 3 3 3 3 3 3 3 3 3 3.0020 15 15 10 10 15 15 2 3 4 2 3 2 3 2 3 1 1 4 4 1.5015 25 10 15 10 5 20 3 3 2 5 2 3 2 4 4 3 3 2 2 3.0015 15 30 20 10 5 5 4 3 5 1 4 3 2 3 5 2 1 4 1 2.5020 20 40 10 5 5 0 2 3 4 2 3 2 2 3 4 3 3 4 2 2.5010 15 20 10 15 15 15 3 2 2 3 4 2 2 4 4 3 2 2 2 2.5010 30 25 15 10 5 5 3 4 4 3 2 3 4 5 5 3 2 4 2 2.5045 20 10 8 8 5 4 2 2 3 4 3 3 3 2 4 2 2 3 2 2.0020 15 5 20 15 10 15 2 2 4 2 3 2 3 3 4 2 2 3 3 2.0010 20 20 10 20 5 15 4 3 4 2 4 2 2 2 4 3 3 4 2 3.5030 10 20 10 5 15 10 2 2 4 2 2 2 2 2 4 2 2 4 2 2.0020 10 40 10 20 4 3 2 4 2 2 2 4 4 2 4 2 2 4.0040 15 10 20 9 1 5 4 2 2 3 2 5 4 5 4 3 4 1 1 4.0030 20 2 10 10 10 18 4 4 2 5 5 3 2 2 4 5 2 4 1 3.0056 4 6 6 9 4 15 4 5 3 3 4 2 5 3 1 4 3 2 1 3.5010 30 20 20 20 0 0 2 2 4 2 2 2 1 1 2 4 3 3 2 2.5012 25 18 15 10 9 11 2 2 3 2 3 3 2 3 3 2 2 2 2 2.0040 10 10 10 10 10 10 2 2 5 2 1 1 1 2 5 1 1 5 1 1.509 19 18 15 17 7 15 2 2 3 2 3 4 2 3 4 2 2 1 1 2.00

20 20 30 10 10 5 5 2 2 3 3 4 3 2 2 4 3 3 3 3 2.5010 15 25 10 10 10 20 2 2 3 2 1 4 2 3 3 2 3 2 1 2.5025 20 30 10 5 5 5 2 2 2 4 4 3 2 4 4 3 3 4 4 2.5015 15 15 15 15 15 10 2 2 4 4 2 2 2 2 4 2 2 4 2 2.0020 25 20 15 10 5 5 3 3 4 4 4 3 2 4 4 4 3 2 3 3.0020 25 15 15 15 5 5 2 2 3 3 4 3 2 2 3 2 3 2 3 2.5020 10 10 10 30 5 15 4 4 4 3 4 2 2 4 4 3 2 4 2 3.0010 20 20 10 10 10 20 2 2 2 3 4 4 3 4 2 2 4 4 3 3.0015 20 5 10 5 20 25 4 2 3 5 4 3 3 5 2 4 2 4 3 3.0015 23 22 15 10 5 10 2 2 2 3 4 2 2 4 4 3 2 2 2 2.0030 30 10 10 5 5 10 2 3 2 2 2 4 3 2 3 2 2 3 2 2.0020 50 10 0 10 0 10 3 2 2 2 3 4 2 4 4 4 4 1 2 3.5015 15 5 5 25 5 30 2 1 2 2 5 4 2 2 3 2 2 2 2 2.0010 20 0 20 20 10 20 3 2 2 2 5 3 3 3 4 2 3 3 2 3.0010 10 5 20 10 20 25 2 2 4 2 2 2 2 2 4 2 2 4 2 2.0010 15 15 15 20 10 15 2 3 3 3 3 4 1 1 5 1 2 5 3 2.0030 0 10 20 0 20 20 2 3 2 3 3 4 3 3 4 3 2 2 2 2.005 6 19 10 10 20 30 3 2 4 2 4 2 2 2 3 2 2 3 2 2.50

10 20 30 10 10 10 10 3 2 3 2 3 4 2 1 5 2 3 4 4 3.0020 30 50 0 0 0 0 4 2 4 2 4 2 2 2 3 4 3 5 2 3.5015 20 15 20 5 10 15 2 2 2 3 3 4 2 5 4 2 2 2 1 2.0015 15 10 15 15 15 15 2 2 3 3 3 3 3 3 3 3 3 3 3 2.5020 20 5 10 20 10 15 4 3 4 3 4 5 3 5 5 2 3 3 2 3.505 5 30 5 5 10 40 2 1 5 2 3 3 1 4 5 3 5 4 1 3.50

10 20 10 5 30 10 15 4 2 3 2 3 3 1 2 3 2 1 1 4 2.5020 20 20 20 10 0 10 2 2 2 3 3 4 2 2 3 3 3 3 3 2.5015 15 40 0 15 0 15 2 2 3 5 5 4 3 2 4 1 4 5 5 3.005 25 40 5 10 5 10 3 2 2 3 5 4 2 3 4 3 2 2 4 2.500 20 40 5 10 5 20 2 2 2 3 4 3 2 3 3 3 3 1 2 2.50

50 30 0 0 0 0 20 3 3 4 1 3 2 1 3 3 2 2 2 1 2.5015 15 5 20 15 10 20 2 3 2 2 5 4 1 4 4 2 3 2 2 2.5040 8 5 20 0 0 27 2 3 2 4 4 2 4 4 2 3 2 4 3 2.0015 20 0 20 20 10 15 4 3 4 2 4 3 2 3 4 3 3 5 3 3.5010 10 30 30 10 0 10 4 3 4 4 4 2 3 3 3 2 2 5 2 3.0010 20 10 15 20 5 20 3 2 2 2 3 4 1 3 4 2 5 3 2 4.005 5 70 5 5 5 5 5 5 1 5 5 5 5 5 1 5 5 1 5 5.00

14 14 14 14 14 14 16 3 3 3 3 3 3 3 3 3 3 3 3 3 3.0020 10 30 10 10 10 10 2 2 3 2 3 4 2 2 4 2 3 2 1 2.5020 20 25 10 10 5 10 1 2 2 4 3 4 2 3 4 3 2 2 4 1.5015 10 25 20 20 5 5 4 4 4 4 3 2 3 2 2 3 2 3 2 3.0030 20 20 10 5 5 10 2 3 4 4 4 3 3 3 4 2 2 1 1 2.00

Variety quality price availability attitude promotion convenience Variety quality availability convenience price flavour attitude advertising promotions service new products taste Offers Variety10 25 25 20 10 5 5 3 3 3 3 3 3 3 3 3 3 3 3 3 3.0010 10 10 10 20 30 10 3 3 3 3 3 3 3 3 3 3 3 3 3 3.0020 15 15 10 10 15 15 2 3 4 2 3 2 3 2 3 1 1 4 4 1.5015 25 10 15 10 5 20 3 3 2 5 2 3 2 4 4 3 3 2 2 3.0015 15 30 20 10 5 5 4 3 5 1 4 3 2 3 5 2 1 4 1 2.5020 20 40 10 5 5 0 2 3 4 2 3 2 2 3 4 3 3 4 2 2.5010 15 20 10 15 15 15 3 2 2 3 4 2 2 4 4 3 2 2 2 2.5010 30 25 15 10 5 5 3 4 4 3 2 3 4 5 5 3 2 4 2 2.5045 20 10 8 8 5 4 2 2 3 4 3 3 3 2 4 2 2 3 2 2.0020 15 5 20 15 10 15 2 2 4 2 3 2 3 3 4 2 2 3 3 2.0010 20 20 10 20 5 15 4 3 4 2 4 2 2 2 4 3 3 4 2 3.5030 10 20 10 5 15 10 2 2 4 2 2 2 2 2 4 2 2 4 2 2.0020 10 40 10 20 4 3 2 4 2 2 2 4 4 2 4 2 2 4.0040 15 10 20 9 1 5 4 2 2 3 2 5 4 5 4 3 4 1 1 4.0030 20 2 10 10 10 18 4 4 2 5 5 3 2 2 4 5 2 4 1 3.0056 4 6 6 9 4 15 4 5 3 3 4 2 5 3 1 4 3 2 1 3.5010 30 20 20 20 0 0 2 2 4 2 2 2 1 1 2 4 3 3 2 2.5012 25 18 15 10 9 11 2 2 3 2 3 3 2 3 3 2 2 2 2 2.0040 10 10 10 10 10 10 2 2 5 2 1 1 1 2 5 1 1 5 1 1.509 19 18 15 17 7 15 2 2 3 2 3 4 2 3 4 2 2 1 1 2.0020 20 30 10 10 5 5 2 2 3 3 4 3 2 2 4 3 3 3 3 2.5010 15 25 10 10 10 20 2 2 3 2 1 4 2 3 3 2 3 2 1 2.5025 20 30 10 5 5 5 2 2 2 4 4 3 2 4 4 3 3 4 4 2.5015 15 15 15 15 15 10 2 2 4 4 2 2 2 2 4 2 2 4 2 2.0020 25 20 15 10 5 5 3 3 4 4 4 3 2 4 4 4 3 2 3 3.0020 25 15 15 15 5 5 2 2 3 3 4 3 2 2 3 2 3 2 3 2.5020 10 10 10 30 5 15 4 4 4 3 4 2 2 4 4 3 2 4 2 3.0010 20 20 10 10 10 20 2 2 2 3 4 4 3 4 2 2 4 4 3 3.0015 20 5 10 5 20 25 4 2 3 5 4 3 3 5 2 4 2 4 3 3.0015 23 22 15 10 5 10 2 2 2 3 4 2 2 4 4 3 2 2 2 2.0030 30 10 10 5 5 10 2 3 2 2 2 4 3 2 3 2 2 3 2 2.0020 50 10 0 10 0 10 3 2 2 2 3 4 2 4 4 4 4 1 2 3.5015 15 5 5 25 5 30 2 1 2 2 5 4 2 2 3 2 2 2 2 2.0010 20 0 20 20 10 20 3 2 2 2 5 3 3 3 4 2 3 3 2 3.0010 10 5 20 10 20 25 2 2 4 2 2 2 2 2 4 2 2 4 2 2.0010 15 15 15 20 10 15 2 3 3 3 3 4 1 1 5 1 2 5 3 2.0030 0 10 20 0 20 20 2 3 2 3 3 4 3 3 4 3 2 2 2 2.005 6 19 10 10 20 30 3 2 4 2 4 2 2 2 3 2 2 3 2 2.5010 20 30 10 10 10 10 3 2 3 2 3 4 2 1 5 2 3 4 4 3.0020 30 50 0 0 0 0 4 2 4 2 4 2 2 2 3 4 3 5 2 3.5015 20 15 20 5 10 15 2 2 2 3 3 4 2 5 4 2 2 2 1 2.0015 15 10 15 15 15 15 2 2 3 3 3 3 3 3 3 3 3 3 3 2.5020 20 5 10 20 10 15 4 3 4 3 4 5 3 5 5 2 3 3 2 3.505 5 30 5 5 10 40 2 1 5 2 3 3 1 4 5 3 5 4 1 3.5010 20 10 5 30 10 15 4 2 3 2 3 3 1 2 3 2 1 1 4 2.5020 20 20 20 10 0 10 2 2 2 3 3 4 2 2 3 3 3 3 3 2.5015 15 40 0 15 0 15 2 2 3 5 5 4 3 2 4 1 4 5 5 3.005 25 40 5 10 5 10 3 2 2 3 5 4 2 3 4 3 2 2 4 2.500 20 40 5 10 5 20 2 2 2 3 4 3 2 3 3 3 3 1 2 2.5050 30 0 0 0 0 20 3 3 4 1 3 2 1 3 3 2 2 2 1 2.5015 15 5 20 15 10 20 2 3 2 2 5 4 1 4 4 2 3 2 2 2.5040 8 5 20 0 0 27 2 3 2 4 4 2 4 4 2 3 2 4 3 2.0015 20 0 20 20 10 15 4 3 4 2 4 3 2 3 4 3 3 5 3 3.5010 10 30 30 10 0 10 4 3 4 4 4 2 3 3 3 2 2 5 2 3.0010 20 10 15 20 5 20 3 2 2 2 3 4 1 3 4 2 5 3 2 4.005 5 70 5 5 5 5 5 5 1 5 5 5 5 5 1 5 5 1 5 5.0014 14 14 14 14 14 16 3 3 3 3 3 3 3 3 3 3 3 3 3 3.0020 10 30 10 10 10 10 2 2 3 2 3 4 2 2 4 2 3 2 1 2.5020 20 25 10 10 5 10 1 2 2 4 3 4 2 3 4 3 2 2 4 1.5015 10 25 20 20 5 5 4 4 4 4 3 2 3 2 2 3 2 3 2 3.0030 20 20 10 5 5 10 2 3 4 4 4 3 3 3 4 2 2 1 1 2.00

Product/Service:Analysis of customer perception of the variety and quality of coffee beverages on offer at the outlets

• From the survey results, we see that the average rating that the customers have given to • Variety = 2.54/5.00• Quality = 2.75/5.00• Here, 3/5 signifies a neutral opinion.• Therefore, the results show quite a significant level of dissatisfaction amongst customers.

• Also, we try to determine the weightage that the customers have given these two factors.• From the results, we see that the average weightage (out of 100) given to these 2 factors are:• Variety = 16.24• Quality = 19.30• Both these values are above the ‘neutral’ value of 14.29 which is obtained by assigning equal

weightage to all 7 factors under consideration.

Price:Determining the willingness of the

customers to pay the prices as per the rate card

• The survey results show that the customers have assigned a weightage of 16.48% to Price as a deciding factor, which is a significant number and above the neutral 14.29%.

• Also, it is observed that the customers have rated price at an average value of 3.35/5.00.

• This is the 2nd highest rating given to any factor – only next to ‘promotions’ (3.55).• This shows that the customers not only consider price as a significant decision

factor but have also rated Cafe Coffee Day favourably in this regard.• The values show that customers are on average, willing to pay the prices as per the

rate card.

Place/Distribution:Verify the availability of products as and when demanded at

the outlets.Analysis of customer perception of convenience of outlets’

location

• The survey results show that the customers have given an average rating of 3.01 with regards to the availability of products when demanded.

• This is a fairly neutral opinion, as shown in the pie chart below.• With regards to the convenience of the outlets, the survey throws up a

figure of an average weightage of 14.17 assigned to this factor, which is below the ‘neutral value’ of 14.29.

• Also, the average rating assigned by the customers to convenience is fairly low, at only 2.69. The customers’ dissatisfaction is reflected in the chart below

Promotion:Quantification of customers’ attitude towards promotional

schemes and incentives

• The survey shows that the customers have assigned only a lowly 8.37% weightage to promotion as a deciding factor.

• However, the price factor for CCD was given a good rating of 3.35/5.00

FACTOR ANALYSIS

Factor analysis

Factor Analysis

Factor AnalysisThis shows that there are four underlying factors affecting customer satisfaction:

Factor 1: Variety, Quality, Flavor, Attitude, Taste and Service or PRODUCT/SERVICEFactor 2: Convenience, Availability or PLACEFactor3: New Product, Promotion, Advertising or PROMOTIONFactor 4: PRICE

T-Test for Customer Satisfaction

• Applying One tailed t-test on the sample with a test value of 3.18, we can conclude that customer satisfaction is slightly below average level.

• Hence there is significant scope for CCD to improve upon the same.• We will try to explain the same with a comparative analysis

COMPARATIVE STUDY

COMPARATIVE STUDY• Paired 2-sample t-test for comparative analysis shows that CCD and its

major competitor in the market, Barista differ in the following parameters:– CCD scores better in quality of coffee based beverages, convenience

of location, price-willingness– Barista scores better in quality on non-coffee beverages, ambience– Customers are indifferent between CCD and Barista in terms of staff

attitude and availability of demanded products

MULTIVARIATE REGRESSION

MULTIVARIATE REGRESSION

MULTIVARIATE REGRESSION

MULTIVARIATE REGRESSION• Multivariate regression to determine the model for Customer Satisfaction

based on the various marketing mix parameters gives the following results:– The model is explained significantly by factors 1,2, 3 which pertain to

PRODUCT/SERVICE, PLACE AND PRICE.– Factor 4 is insignificant– There is ‘medium’ degree of association between the variables, as

shown by the value of R and R^2

CONCLUSION

• We see that Barista has scored significantly better than CCD in terms of non-coffee beverages and ambience

• This shows that CCD should concentrate on the non-coffee beverages like hot and cold tea, fruit beverages and ice-cream based beverages where Barista is currently preferred by customers.

• Coffee Day’s average ratings of the variable are quite low, which signifies a scope for improvement.

• CCD scores low on factors of Variety, Quality, Attitude, Promotions and Convenience, despite the apparent superiority to Barista.

• CCD should concentrate on introducing more variants in its coffee line, which is hugely popular. At the same time, they can look at introducing and heavily promoting their other beverages

• CCD should look at launching a ‘premium segment’ Café chain, like the Lavazza by Barista, which provides more refined drinks albeit at higher price

• CCD should look at expanding by having outlets in a little unconventional areas – away from the usual heavy traffic roads, college-nearby and near-workplace locations. They have started towards this by having outlets in malls but the activity has to be more aggressive

• CCD should invest in training its Café staff on manners, service and waitering. This is important for an in-café experience and any bad experience will lead to loss of customers

• CCD should look at product bundles so customers can avail additional benefits.• CCD should look at entering semi-rural and semi-urban areas where there is a large

growing nouveau rich population• CCD has recently started taking up institutional contracts. This activity should be

spruced up.

REFERENCES

• Café Coffee Day executives at Community Center, East of Kailash: Mr.Asif Ansari, Marketing Manager, Café Coffee Day

• Café Coffee Day website: www.cafecoffeeday.com• Marketing Research 6th edition, by Malhotra and Dash• Search Engines – www.google.com and similar sites

THANK YOU