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A project Reporton

Customer Satisfaction ofHutsan Dairy

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*Customer satisfaction, a business term, is a measure of

how products and services supplied by a company meet or surpasscustomer expectation. Customer satisfaction is defined as "the

number of customers, or percentage of total customers, whose

reported experience with a firm, its products, or its services

(ratings) exceeds specified satisfaction goals.

It is seen as a key performance indicator within business

and is part of the four of a Balanced Scorecard. In a competitive

marketplace where businesses compete for customers, customer

satisfaction is seen as a key differentiator and increasingly hasbecome a key element of business strategy.

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*

*Meeting the needs of the customer is the underlying rationalefor the existence of Community service organizations.

Customers have a right to quality services that deliver

outcomes.

*Organizations that strive beyond minimum standards and

exceed the expectations of their customers are likely to beleaders in their sector.

*Customers are recognized as key partners in shaping service

development and assessing quality of service delivery.

*The process for measuring customer satisfaction and obtainingfeedback on organizational performance are valuable tools for

quality and continuous service improvement.

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*

*The main purpose and objective for this study is

*To know whether the signal is good in their area

*To find out if they are satisfied and aware of the services

and offers provided

*To recommend measures for improving the product

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*

*Mr. R.G CHANDRAMOGAN, one of the Promoters of the Companyestablished a Partnership firm in the year 1970 under the nameM/s.CHANDRAMOHAN & CO., for the manufacture and sale of Ice Creamsand Milk and Dairy based Products . The facilities were set up at Madras.The business grew rapidly and the Firm's turnover increased from Rs.1.00lakh in 1970 to Rs.29.52 lakhs in the year 1986.

* M/s. Hatsun Foods Private Limited was incorporated on 4th March 1986.On 01.04.86 the Company was admitted as a Partner in M/s.CHANDRAMOHAN & CO. In terms of Deed of

* Dissolution dt.30.04.1986 M/s. CHANDRAMOHAN & CO. was dissolved andall the assets and liabilities of the Firm (except the Brand Name ARUN

vested with the Company. The* Brand Name ARUN vested with Mr. R.G. CHANDRAMOGAN.

* In 1987, Mr. R.G. CHANDRAMOGAN allowed the Company to register theBrand Name ARUN, in the name of the Company subject to a payment of1% Royalty on the Company's Gross Ice Cream Sales Turnover. TheCompany has not paid any other consideration for the brand.

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* Till April '95 (04.04.95) the Company was carrying on its manufacturingactivities. The Company scrapped its manufacturing facilities at its TolgateUnit, since the

* facilities became old and outlived its utilities The Company is nowconcentrating only on marketing of Ice Creamand Milk and Dairy basedproducts under the brand name ARUN

* The Company has changed its Name to HATSUN MILK FOOD PRIVATE LIMITEDand Certificate to this effect was obtained from the Registrar of Companies,Tamil Nadu, Madras on 07.08.95 and subsequently converted into PublicLimited Company by passing Special Resolution in Extra Ordinary General

Meeting held on 09.08.95 and Certificate to that effect has been issued on11th August 1995 by Registrar of Companies, Tamil Nadu. Since it is a PrivateLimited Company, Converted into Public Limited Company it does not requirea Certificate of commencement of Business.

* BOARD OF DIRECTORS

* The company is managed by the Managing Director, Joint Managing Directorand Executive Director - Operations subject to the superintendence, control

and direction of the board of directors.* The board of Directors of the company have an optimum combination of

executive, Non-Executive and independent directors, which compels withclouse 49 of the listing requirements as well. The entire board of the companyis involved in selection, Orientation and succession of directors.

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*1. What is the family size?

a. 2 b. 3 c. 4 d. 5 e. 6 and above2. What is the present occupation?

A. Business b. Employed c. self employed d. Professional e. others

3. What is the income group.

a. 20000 e. No comments

4. Source of purchase

a.Dept. Stores b. Provisional Stores c. Milk Booth d. Cycle vendore. Delivery boy

5. What brand of milk you buy?

a. Hutsan b. Arokya c. Akshaya d. others

6. Quantity in liters?

a. b. c. 1 d. 2-3 e. a & above

7. How long are you purchasing the existing brand?a.1 Month b. 3 Months c. 6 Months d. 1 year e.>1 year

8. Availability of milk

a. Limited time b. Morning only c. Evening Only d. Throughout the daye. Round the clock

9. What influences you to buy this brand?

a. Brand b. Price c. Taste d. Thickness e. Package

f. Availability g. advertisement

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*10. Do you know about vitamin A addition in Hutsan milk and its importance?

YES NO11. Do you know about milk card system?

YES NO

12. Do you know about can milk sales?

YES NO

13. Do you know about adulterants in milk?

YES NO14. Where do you buy?

a. Dept. Stores b. Provisional Stores c. Milk parlor d. Street vendor

e. Others

15. Are you aware of Hutsan brand milk products?

YES NO

16. Is the Hutsan milk products are available as and when required by you?YES NO

17. How do you grade the service of Hutsan brand milk products?

a. Good b. satisfactory c. Fair d. Poor

18. Have you come across Hutsan advertisement?

a. Television b. Handbills c. News paper d. Railway Statione. Sign Boards f. Others