Escolar Documentos
Profissional Documentos
Cultura Documentos
ON
CUSTOMER SATISFACTION ON
1. INTRODUCTION
2. OBJECTIVES
3. RESEARCH METHODOLOGY
4. COMPANY PROFILE
5. LITERATURE REVIEW
6. DATA PRESENTATION AND ANALYSIS
7. FINDINGS
8. CONCLUSION
9. LIMITATIONS
10. RECOMMENDATION
11. BIBLIOGRAPHY
12. ANNEXURE
INTRODUCTIO
N
INTRODUCTION:
LOreal is the global leader in cosmetics, with 25 brands. They have 5 key areas
of expertise hair care, hair colorants, skincare, make-up and fragrances. There is a
huge motive behind the study of LOreal.
The future Loreal . The guiding principals of the company that would become Loreal
were put into place from the start: research and innovation in the intrest of beauty. During
the early twentieth century, Schuller provided financial support and held meetings to La
Cagoule at loreal headquarters. La Cagoule was a violent French fascist-leaning and anti-
communist group. Loreal hired several members of group as executives after world war
II.
In 1920,the small company employed only three chemist . by 1950, the research teams
were 100 strong ; that number reached 1000 by 1984 and is nearly 2000 today. Loreal got
its start in the hair-color business , but the company soon branched out into other
cleansing and beauty products. Loreal now markets over 500 brands and many
thousands of individual products in all sectors of the beauty business ; hair color ,
permanents , styling aids ,body and skin care ,cleansers and fragrances. They are found
in all distribution channels, from hair-salons and perfumeries to hyper and
supermarkets, health/beauty outlets, pharmacies and direct mail.
1400 new formulations have been registered in the last three years.
In 1987 loreal and 3 Suisses founded le club des createurs de beaute. Specializing in
mail order sales of cosmetic products.
Following loreals purchase of THE BODY SHOP, who previously were against animal
testing, The Body Shop founder Dame Anita Roddick was forced to defend herself
against allegations of abandoning her principles over loreal s track record on animal
testing. As a result, calls were made for shoppers to boycott The Body Shop.
The main objective behind the study of this project is to evaluate the distribution
channel for LOreal Paris Company.
RESEARCH METHODOLOGY:
RESEARCH DESIGN
A Research Design is the framework or plan for a study which is used as a guide in
collecting and analyzing the data collected. It is the blue print that is followed in
completing the study. The basic objective of research cannot be attained without a proper
research design. It specifies the methods and procedures for acquiring the information
needed to conduct the research effectively. It is the overall operational pattern of the
project that stipulates what information needs to be collected, from which sources and by
what methods.
3. Collection of data.
The data is like heart of all types of research. This collection of data depends
upon the purpose for which the data is required .it is considered to be very important
steps as it is the basis of foundation of investigation.
a) Primary data:-
The methods which are adopted for collecting primary data for the
purpose of this project report are as follows:-
b) Secondary data:-
Company Profile:
The LOreal Group is the world's largest cosmetics and beauty company. With its
registered office in Paris and head office in the Paris suburb of Clich, Haunts-de-Seine,
France, it has developed activities in the field of cosmetics. Concentrating on hair color,
skin care, sun protection, make-up, perfumes and hair care, the company is active in the
dermatological and pharmaceutical fields and is the top nanotechnology patent-holder in
the United States.
LOreal is a listed company, but the founder's daughter Lillian Bettencourt and the Swiss
food company Nestl each control over a quarter of the shares and voting rights.
History:
In 1907, Eugene Schuler, a young French chemist, developed a hair dye formula
called Aureole. Schuler formulated and manufactured his own products, which
he then sold to Parisian hairdressers.
In 1920, the small company employed three chemists. By 1950, the research teams were
100 strong; that number reached 1,000 by 1984 and is nearly 2,000 today.
LOreal got its start in the hair-color business, but the company soon branched out into
other cleansing and beauty products. LOreal currently markets over 500 brands and
many thousands of individual products in all sectors of the beauty business: hair color,
permanents, hair styling, body and skin care, cleansers, makeup and fragrances. The
company's products are found in a wide variety of distribution channels, from hair salons
and perfumeries to hyper - and supermarkets, health/beauty outlets, pharmacies and direct
mail.
LOreal has five worldwide research and development centers: two in France: Almay and
Coevally; one in the U.S.: Clark, New Jersey ; one in Japan: Kawasaki, Kanagawa
Prefecture; and in 2005, one was established in Shanghai, China. A future facility in the
US will be in Berkeley Heights, New Jersey.
From 1988 to 1989, LOreal controlled the film company Para vision, whose properties
included the Filiations and De Laureates libraries. Studio Canal acquired the Para vision
properties in 1994.
On 17 March 2006, LOreal purchased cosmetics company The Body Shop for 652
million.
The company has recently faced discrimination lawsuits in France related to the hiring
of spokes models and Institutional racism. In the UK, LOreal has faced widespread
condemnation from OFCOM regarding truth in their advertising and marketing
campaigns concerning the product performance of one of their mascara brands.
LOreals famous advertising slogan is "Because I'm worth it". In the mid 2000s, this was
replaced by "Because you're worth it". In late 2009, the slogan was changed again to
"Because we're worth it" following motivation analysis and work into consumer
psychology of Dr. Maxim Titorenko. The shift to "we" was made to create stronger
consumer involvement in LOreal philosophy and lifestyle and provide more consumer
satisfaction with LOreal products. LOreal also owns a Hair and Body products line for
kids called LOreal Kids, the slogan for which is "Because we're worth it too".
Protest group Nature watch states that LOreal continues to test new ingredients on
animals. The company states that no animal testing for finished products has taken place
since 1989 and that L'Oreal has invested significantly in alternative methods for chemical
safety testing, though they implicitly acknowledge that they continue to perform animal
testing of ingredients.
Following LOreals purchase of The Body Shop, who continue to be against animal
testing, The Body Shop founder Dame Anita Riddick was forced to defend herself against
allegations of abandoning her principles over LOreals track record on animal testing.
She declared that her belief in the power of cosmetics to enhance female beauty was
greater than any concern over animal testing. As a result, calls were made for shoppers to
boycott The Body Shop.
In 1987, LOreal and 3 Suisses founded Le Club des Creatures de Beauty specializing in
mail order sales of cosmetic products.
February 2011: L'Oreal will has the largest factory in the Jababeka Industrial Park,
Cikarang, Indonesia with total investment of US$50 million and it will be ready in
October 2011. The production will be absorbed 25 percent by domestic market and the
rest will be exported. In 2010 significant growth occurred at Indonesia with 61 percent
increase of unit sales or 28 percent of net sales
Brands
Brands are generally categorized by their targeted markets, such as the mass,
professional, luxury, and active cosmetics markets. Garnier - L'Oreal's product, reached
the top 100 brands of The Brand Trust Report published by Trust Research Advisory in
India. Garnier was ranked in the 61st position in the list of Most Trusted brands of India.
Head office
L'Oral Group has its head office in the Centre Eugne Schueller in Clichy, Hauts-de-Seine,
near Paris.[18] The building, constructed in the 1970s from brick and steel, replaced the
former Monsavon factory, and employees moved into the facility in 1978. 1,400 employees
work in the building. The building is often referred to as the "Beauty Factory" by the public.
In 2005 Nils Klawitter of Der Spiegel said "the building, with its brown glazed faade of
windows, is every bit as ugly as its neighborhood." Klawitter added that the facility "gives
the impression of a high-security zone" due to the CCTV cameras and security equipment.
The world's largest hair salon is located inside the head office building. As of 2005, 90
hairdressers served 300 women, including retirees, students, and unemployed people, per
day; the customers are used as test subjects for new hair colours.
L'Oral USA has its headquarters in New York City, its New Jersey headquarters is in
Berkeley Heights.
Centre Eugene Schuler, LOreal head office, in Clich, France
2. KERASTASE PARIS.
3. MATRIX.
5. MIZANI.
6. LOREAL PARIS.
7. GARNIER.
9. SOFTSHEEN.CARSON.
11. BIOTHERM.
16. CACHAREL.
19. VIKTOR&ROLF.
MOTTO:-
Supplier relations:-
RAW MATERIALS
PACKAGING
INDUSTREAL EQUIPMENT
INDIRECT PURCHASING
PROMOTIONAL ITEMS
MANUFACTURIN
G SALES
LOREAL FACTORIES STORES:-
DISTRIBUTION
(40):- SUPERMARKETS
94% OF THE FINESHED LOREAL WAREHOUSE
GOODS PERFUME SHOPS
(65)
DEPARTMENT STORES
SUBCONTRACTORS:-
ETC
6% OF THE FINESHED
GOODS
LITERATURE
REVIEW
WHAT IS LOREAL?
LOreal is the global leader in cosmetics, with 25 global brands. It has five key areas of
expertise- hair care, hair colourants, skincare, make-up and fragrances. This company
has over 63,358 employees working currently. And it sells its products around in 130
countries all over the world. Its consolidated sales are recorded in over 17,063 in
million euros.
The company manufacture well above 4.7 billion units annually. It also
has investments above 560 million euros in R&D investments
DATA PRESENTATION
AND
ANALYSIS
DATA ANALYSIS & INTERPRETATION
Make-up
45
40
35
30
25
20
15
10
5
0
at Parties Always when I want to Outside home
40% says- At parties, 20% says- Always, 30% says- When I want to and 10%
says- Outside home.
4. How following face foundation have you used mostly?
a) Lakme
b) LOreal
c) Avon
d) Others
Face foundation
45
40
35
30
25
20 Loreal
15
10
5
0
lakme loreal avon others
25% says- Lakme, 40% says- LOreal, 15% says- Avon and 20% says-
Others.
b) LOreal
c) Avon
d) Others
Favoritefoundation
45
40
35
30
25
20 Loreal
15
10
5
0
lakme loreal avon others
25% says- Lakme, 40% says- LOreal, 25% says- Avon and 10% says-
Others.
6. What is your skin type?
a) Rough
b) Dry
c) Smooth
d) Oily
e) Spotted
15% has Rough, 25% has Dry, 30% has Smooth, 20% has Oily and 10% has
spotted skin type.
7. How often do you use cream including night creams?
a) Once a day
b) Twice a day
c) Twice in a week
UsingCream
45
40
35
30
25
20
15
10
5
0
once a day twice a day twice in a week three times in a week
25% says- Once in a day, 40% says- Twice in a day, 15% says- Twice in a
week and 20% says- Three times in a week.
a) Avon
b) Lakme
c) Fair n lovely
d) LOreal
e) Others
UsingL'Oreal
35
30
25
20
15 Loreal
10
0
avon lakme fair n lovely Loreal Others
10% says- Avon, 15% says- Lakme, 25% says- Fair n lovely, 30% says-
LOreal and 20% say- Others.
a) Lakme
b) Avon
c) Fair n lovely
d) LOreal
e) Others
MoreEffective
40
35
30
25
20
Loreal
15
10
5
0
lakme avon fair n lovely Loreal Others
15% says- Lakme, 10% says- Avon, 25% says- Fair n lovely, 35% says-
LOreal and 15% say- Others.
10. Number of customers satisfies with LOreal Product in comparison with other
companys product?
a) Lakme
b) Avon
c) LOreal
d)VLCC
e) Others
15% says- Lakme, 10% says- Avon, 40% says- LOreal, 25% says- VLCC
and 10% say- Others.
11.In dealing with make-up, will you take chance with your skin for experimenting
the products of LOreal Paris?
a) Agree
b) Agree a little
d) Disagree a little
e) Disagree strongly
35% says- Agree, 30% says- Agree a little, 20% says- Neither agree nor
disagree, 10% says- Disagree a little and 5% says- Disagree strongly.
FINDINGS
FINDINGS:
On the analysis and interpretation of research conducted. It was found that certain
findings are very critical and are directly or indirectly affecting the LOreal Paris
products.
Consumers prefer the LOreal products because it provides good quality, good
results, good services, etc and it all fulfills their needs.
CONCLUSION
Conclusion:
LIMITATION:
LOreal Paris is involved in doing business for various product categories but in
this it only focuses on cosmetic products, which have to be considered.
The region covered for analyzing was just the overview of the result which is not
enough for measuring the accurate data.
RECOMMENDATION
RECOMMENDATION:
The supply must be properly fulfilled so the need of the customer satisfies.
Target selling for the dealer / agent can increase the sales ofcompany.
The company must concern to the satisfaction of customer demand.
The company and dealer should develop its marketing information system.
up to date information of competitor's policy, price and product, target market, so
the company can know its strengths and weaknesses.
Brand preference studies reveal that comparatively there is more preference for
LOreal among consumers so in order to attract and maintain his consumers.
Advertising programs should be intensified.
Perception of the consumer is changing rapidly. They seek new benefits and
values in their preferred brand. Moreover, consumer likes to have brand at low
rate. So LOreal Paris should insert it so as to meet the changing preference of the
consumer.
LOreal Paris is the market leader in make-up products. Most of the consumers
are brand loyal. They should be treated as intangible assets. Loreal Paris should
ever strive to satisfy them.
A) Web Sites:
1. www.loreal paris.com
2. www.google.com
B) News-paper:
1. Times of India
C) Book:
1. Research Methodology: C.R. Kothari
ANNEXURE
QUESTIONNAIRE
a) Yes
b) No
a) Lakme
b) LOreal
c) Avon
d) Others
a) Lakme
b) LOreal
c) Avon
d) Others
a) Rough
b) Dry
c) Smooth
d) Oily
e) Spotted
a) Once a day
b) Twice a day
c) Twice in a week
a) Avon
b) Lakme
c) Fair n lovely
d) LOreal
e) Others
a) Lakme
b) Avon
c) Fair n lovely
d) LOreal
e) Others
10. Number of customers satisfies with LOreal Product in comparison with
other companys product?
a) Lakme
b) Avon
c) LOreal
d) VLCC
e) Others
11. In dealing with make-up, will you take chance with your skin for
experimenting the products of LOreal Paris?
a) Agree
b) Agree a little
d) Disagree a little
e) Disagree strongly
NAME..
CONTACT NO. :.