Chapter4

Data Collection &

Analysis

SWOT Analysis

Strengths:

1- Pioneer in the industry, largest market share and capitalization.

2- Reputation for value for money(Competitive pricing), convenience and a wide range
of products all in one store.
3- Highly Strategic human resource management and development. It invests time and
money in training people, and retaining them.
4- Being financially strong helps deal with any problems, ride any dip in profits and out
5-

perform their rivals.

Development and Innovation are high with regards to it products and consumer
preferences and lifestyle changes which keep its ahead of its competitors.

Weaknesses:
1- It does not function internationally, which has an effect on success, as they do not
reach consumers in overseas markets.
2- Each business line faces competition from specialty companies.

Opportunities:
1- Huge untapped market(The Indian middle class is already 30 Crore & is projected to
grow to over 60 Crore by 2010 making India one of the largest consumer markets of
the world).
2- To take over, merge with, or form strategic alliances with other global retailers,
focusing on specific markets
3- Opportunities exist to continue with its current strategy of large, super centers.

Threats:

1- A slow economy or financial slowdown could have a major impact on business and
profits.
2- Consumer lifestyle changes could lead to less of a demand for products/services.
3- The actions of a competitor could be a major threat against it for instance, if they
bring in new technology.

ANALYSIS

4.1

Do you think that company provides a systematic process to re-establish

relationship with you?

FULLY DISAGREE
DISAGREE
NEITHER AGREE NOR DISAGREE
AGREE
FULLY AGREE

20%

10%

10%
20%

40%

5
5
10
20
10

FULLY DISAGREE
DISAGREE
NEITHER AGREE NOR
DISAGREE
AGREE
FULLY AGREE

INTERPRETATION: This chart states that 10% of the customers are

fully disagree, 10% disagrees, 20% neither agree nor disagree, 40%
agrees and 20% fully agree that there is a systematic process in the
company to re-establish relationship.

4.2

Do you think that our user interface is easy?

FULLY DISAGREE
DISAGREE
NEITHER AGREE NOR DISAGREE

6
2
4

AGREE
FULLY AGREE

30
10

12%

19%

4%
8%

58%

FULLY DISAGREE
DISAGREE
NEITHER AGREE NOR
DISAGREE
AGREE
FULLY AGREE

INTERPRETATION: This chart states that 12% of the customers are

fully disagree, 4% disagrees, 8% neither agree nor disagree, 60%
agrees and 20% fully agree that our user interface is easy

4.3

Do you think that our backup support is good?

FULLY DISAGREE
DISAGREE
NEITHER AGREE NOR DISAGREE
AGREE
FULLY AGREE

12
8
10
15
5

30
25
20
15
10
5
0

INTERPRETATION: This chart states that 24% of the customers are

fully disagree, 16% disagrees, 20% neither agree nor disagree, 30%
agrees and 10% fully agree that our backup support is good.

4.4

Do you think that our pricing are nominal?

FULLY DISAGREE
DISAGREE
NEITHER AGREE NOR DISAGREE
AGREE
FULLY AGREE

4
4
2
10
30

30
25
20
15
10
5
0

INTERPRETATION: This chart states that 8% of the customers are

fully disagree, 8% disagrees, 4% neither agree nor disagree, 20%
agrees and 60% fully agree that our pricing is nominal.

4.5

Do you think that our services are fast?

FULLY DISAGREE

DISAGREE

NEITHER AGREE NOR DISAGREE

AGREE

12

FULLY AGREE

26

10%
52%

10%
4%
24%

FULLY DISAGREE
DISAGREE
NEITHER AGREE NOR
DISAGREE
AGREE
FULLY AGREE

INTERPRETATION: This chart states that 10% of the customers are

fully disagree, 10% disagrees, 4% neither agree nor disagree, 24%
agrees and 52% fully agree that our services are fast

4.6

Do you think that you will be brand loyal to our company?

FULLY DISAGREE

DISAGREE

NEITHER AGREE NOR DISAGREE

AGREE

FULLY AGREE

28

30
25
20
15
10
5
0

INTERPRETATION: This chart states that 8% of the customers are

fully disagree, 8% disagrees, 16% neither agree nor disagree, 12%
agrees and 56% fully agree that they will be brand loyal to our
company.

4.7

Do you think that our customer approach is too formal?

FULLY DISAGREE

10

DISAGREE

NEITHER AGREE NOR DISAGREE

AGREE

10

FULLY AGREE

20

20%
FULLY DISAGREE
DISAGREE

40%
10%

NEITHER AGREE NOR

DISAGREE
AGREE

10%

FULLY AGREE

20%

INTERPRETATION: This chart states that 20% of the customers are

fully disagree, 10% disagrees, 10% neither agree nor disagree, 20%
agrees and 40% fully agree that our customer approach is too
formal

4.8

Do you feel that we mantain an interactive two-way communication with our

customers?
FULLY DISAGREE

DISAGREE

NEITHER AGREE NOR DISAGREE

AGREE
FULLY AGREE

12
6
20

12%
12%

40%

12%

24%

FULLY DISAGREE
DISAGREE
NEITHER AGREE NOR
DISAGREE
AGREE
FULLY AGREE

INTERPRETATION: This chart states that 12% of the customers are

fully disagree, 12% disagrees, 24% neither agree nor disagree, 12%
agrees and 40% fully agree that we maintain an interactive two way
communication with our customers.

4.9 Do you feel that we systematically attempt to customize product based on the value
of customer?
FULLY DISAGREE

DISAGREE

NEITHER AGREE NOR DISAGREE

10

AGREE

10

FULLY AGREE

30

20%
FULLY DISAGREE
DISAGREE
NEITHER AGREE NOR
DISAGREE
60%

20%

AGREE
FULLY AGREE

INTERPRETATION: This chart states that 20% neither agree nor

disagree, 20% disagrees and 60% fully agree that we systematically
attempt to customize product based on the value of customer

4.10

Do you think we have a good client management system?

FULLY DISAGREE

DISAGREE

NEITHER AGREE NOR DISAGREE

AGREE

10

FULLY AGREE

40

20%

FULLY DISAGREE
DISAGREE

80%

NEITHER AGREE NOR

DISAGREE
AGREE
FULLY AGREE

INTERPRETATION: This chart states that 20% of the customers

agrees and 80% fully agree that we have a good client management
system.

4.11

Overall you are satisfied with the product?

FULLY DISAGREE

DISAGREE

NEITHER AGREE NOR DISAGREE

AGREE

20

FULLY AGREE

20

4% 8%
40%

8%

40%

FULLY DISAGREE
DISAGREE
NEITHER AGREE NOR
DISAGREE
AGREE
FULLY AGREE

INTERPRETATION: This chart states that 4% of the customers are fully

disagree, 8% agrees, 8% neither agree nor disagree, 40% agrees and 40%
fully agree that they are satisfied with our product.

4.12

Would you recommend our product / service to colleagues or

contacts within your industry?

FULLY DISAGREE

DISAGREE

NEITHER AGREE NOR DISAGREE

AGREE

20

FULLY AGREE

20

100%
90%
80%
70%
60%
50%
40%
30%
20%
10%
0%

INTERPRETATION: This chart states that 10% of the customers are fully
disagree, 10% agrees, 20% neither agree nor disagree, 40% agrees and
20% fully agree that they will recommend our product/ services to
colleagues or contacts

4.13

You would like to recommend our company to your friends/ collegues?

FULLY DISAGREE

DISAGREE

NEITHER AGREE NOR DISAGREE

AGREE

26

FULLY AGREE

14

4%
16%

28%

FULLY DISAGREE
DISAGREE
NEITHER AGREE NOR
DISAGREE
AGREE
FULLY AGREE

52%

INTERPRETATION: This chart states that 4% of the customers are fully

disagree, 0% agrees, 16% neither agree nor disagree, 52% agrees and
28% fully agree that they will recommend our company to their
friends/collegues

4.14

Do you think that we need an improvement in our product?

FULLY DISAGREE

DISAGREE

NEITHER AGREE NOR DISAGREE

10

AGREE

20

FULLY AGREE

10

20%

8%
12%

FULLY DISAGREE
DISAGREE
NEITHER AGREE NOR
DISAGREE

20%

AGREE
FULLY AGREE

40%

INTERPRETATION: This chart states that 40% of the customers are fully
disagree, 12% agrees, 20% neither agree nor disagree, 8% agrees and
20% fully agree that we need an improvement in our products

4.15

Do you think we made attempts to attract prospects in order to coordinate

messages to our customers?

FULLY DISAGREE

DISAGREE

NEITHER AGREE NOR DISAGREE

AGREE

10

FULLY AGREE

30

16%
4%
60%

20%

FULLY DISAGREE
DISAGREE
NEITHER AGREE NOR
DISAGREE
AGREE
FULLY AGREE

INTERPRETATION: This chart states that 16% of the customers are fully
disagree, 0% disagrees, 4% neither agree nor disagree, 20% agrees and
60% fully agree that think we made attempts to attract prospects in order to coordinate
messages to our customers

4.16

Do you think we have a formalized procedure for cross-selling to value

customers?

FULLY DISAGREE

DISAGREE

NEITHER AGREE NOR DISAGREE

AGREE

10

FULLY AGREE

40

100%
90%
80%
70%
60%
50%
40%
30%
20%
10%
0%

INTERPRETATION: This chart states that 20% agrees and 80% fully agree
that we have a formalized procedure for cross selling

4.17

Do you think our management team was able to deliver you the product you

wanted to customized?
FULLY DISAGREE

DISAGREE

NEITHER AGREE NOR DISAGREE

10

AGREE

10

FULLY AGREE

30

20%
FULLY DISAGREE
DISAGREE
NEITHER AGREE NOR
DISAGREE
60%

20%

AGREE
FULLY AGREE

INTERPRETATION: This chart states that 20% neither agree nor disagree,
20% disagrees and 60% fully agree that our management team
deliveredvproduct that they wanted to customize

4.18 Would you like to reach back to us in future?

FULLY DISAGREE

DISAGREE

NEITHER AGREE NOR DISAGREE

10

AGREE

10

FULLY AGREE

30

30
25
20
15
10
5
0

INTERPRETATION: This chart states that 0% of the customers are fully

disagree, 0% agrees, 20% neither agree nor disagree, 20% agrees and
60% fully agree that will reach back us in future.