CUSTOMER SATISFACTION OF MARUTI SUZUKI

A MARKET SURVEY REPORT ON

INTRODUCTION

The study widely concentrates on the level of satisfaction amongst customers for which I did Exploratory Research to check the satisfaction level amongst the customers of Maruti as the popular punchline also says Count On Us.

Maruti Suzuki India Limited is a publicly listed automaker in India. It is a leading four-wheeler automobile manufacturer in South Asia. Suzuki Motor Corporation of Japan holds a majority stake in the company. It was the first company in India to mass-produce and sell more than a million cars. It is largely credited for having brought in an automobile revolution to India. It is the market leader in India and on 17 September 2007, Maruti Udyog was renamed Maruti Suzuki India Limited. The company's headquarters are in Gurgaon, near Delhi.

INTRODUCTION

Customer satisfaction surveys can be done through many ways to measure the degree or level of satisfaction of the customers regarding the company, its products and services. This can be done either face- to-face or through phones, emails or through an invitation to join in customer satisfaction survey.
Most of the business companies take help of their call centers to track the customer satisfaction level and use their feedback for future growth. The call center customer care representatives prepare a list of questions on certain parameters and the measuring index for them to evaluate the customers' response. Most of these call centers after doing customer satisfaction surveys presents true pictures of the business company in the market and thus helps in the company to do advanced researches for adding more quality to the products, devise new strategy for promotion of their business products and services.

OBJECTIVES OF THE STUDY

To find out customer expectation from Maruti Suzuki.

To study the factors those satisfy and delight the customer.

To find out problem faced by customers.

To understand the customers requirement from the Maruti Suzuki. To know customer opinion about Maruti Suzukis vehicles.
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ASSUMPTION
THE

ASSUMPTION OF THIS REPORT IS CUSTOMERS ARE HIGHLY SATISFIED WITH THE SERVICES AND PRODUCTS OF MARUTI SUZUKI.

QUESTIONNAIRE

Q1. Knowledgeable sales person? Strongly Disagree Disagree Neither Disagree Nor Agree Agree Strongly Agree Q2. Employees spent enough time with you before sales? Strongly Disagree Disagree Neither Disagree Nor Agree Agree Strongly Agree Q3. Employees spent enough time with you during sales? Strongly Disagree Disagree Neither Disagree Nor Agree Agree Strongly Agree 6

QUESTIONNAIRE

Q4. Employees spent enough time with you after sales? Strongly Disagree Disagree Neither Disagree Nor Agree Agree Strongly Agree Q5. Availability of the Product Strongly Disagree Disagree Neither Disagree Nor Agree Agree Strongly Agree Q6. Vehicle in Good Condition Strongly Disagree Disagree Neither Disagree Nor Agree Agree Strongly Agree
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QUESTIONNAIRE

Q7. Prices Are Affordable Strongly Disagree Disagree Neither Disagree Nor Agree Agree Strongly Agree Q8. Attractive Discounts Offered Strongly Disagree Disagree Neither Disagree Nor Agree Agree Strongly Agree Q9. Dcor Of The Waiting Area Is Pleasing Strongly Disagree Disagree Neither Disagree Nor Agree Agree Strongly Agree
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QUESTIONNAIRE

Q10. Offered A Test Drive Strongly Disagree Disagree Neither Disagree Nor Agree Agree Strongly Agree Q11. Post Sales Follow Up Done Regularly Strongly Disagree Disagree Neither Disagree Nor Agree Agree Strongly Agree Q12. Responds To complaints Quickly Strongly Disagree Disagree Neither Disagree Nor Agree Agree Strongly Agree
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QUESTIONNAIRE

Q13. Service At Maruti Service Station Is Excellent Strongly Disagree Disagree Neither Disagree Nor Agree Agree Strongly Agree Q14. Careful With Personal Information Strongly Disagree Disagree Neither Disagree Nor Agree Agree Strongly Agree Q15. All The Commitments Are Fulfilled Strongly Disagree Disagree Neither Disagree Nor Agree Agree Strongly Agree
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