Presentation On consumer

behavior
Presented By:
Nidhi Singh
 Product - Noodles
The consumption experience
• Satisfies the consumer
• Usually experience is good
• 25 years old trust
How often is the product used or consumed?
Who uses it? When? Where? How often?
• Usually once in a week
• Used mostly by mothers as a snack item for their
children
• Liked by people of all age group
• Students, hostlers, busy people
• Used at home, during camping(cuppa mania)
Feelings and opinions surrounding the
consumption experience. Type of relationship
customer having with the product or service.
Good feeling, strong feeling
Customers blindly buys maggi noodles
Some feels strong addiction to it.
It is not just a food product, it’s a great idea, its
irreplaceable

How long has the relationship been going on? How

has it evolved and changed over time?
• From the last 25 years.
• Earlier huge success no counter effect.
• Later got tag of “unhealthy”
• Also faced allegation of having wax in it.
• Company “Nestle” claimed that its healthy
• For health conscious customers vegetable Atta noodles
What kinds of things have gone wrong in the
relationship? terms which best describes the
relationship: good, bad, mixed, ambivalence,
dependency, casual, partners, exploited,
exploitative, good friends
Consumption of more than 3 in a week is hazardous
Chemicals are added, it was proved high calorie food
Some people after regular consumption had swelling of
pancreas
Terms: good, mixed

What positive surprises have occurred. Exceptional

service, performance above expectations,
affirmation of values
Different varieties made available
The launching of veg. Atta noodles
ctors influence the level of felt (dis) satisfaction? How
tions formed? Did the product exceed them or fall sho
s the meaning of this product or service to the custom
action reason:
he noodles unhealthiness
on reason:
preparation
taste
availability
dable price
uct means the time saving, the happiness on a child face,
on of giving healthy veg. added noodles
es the product fit into the consumer’s life? What role d
hat role does the brand play in all of this?
e it is just a measure to change the taste
e it is a necessity
e it is addiction
 Belt
How would you describe the Consumption experience?
• Daily, occasionally
• Past experience
• Quality/design/durability
• Makes consumer comfortable

How often is the product used or consumed? Who uses

it? When? Where? How often? What feelings and opinions
surround the consumption experience?
• Consumption of belt is very high as it is consume by most of the
family members
• Purpose and for style
• Consumer prefer the trend
• Incase of casual attire it depends upon the need of the person.

What type of relationship does the customer have with

the product or service?
• Relationship is very strong as it solves the purpose of style and
need both.
 How long has the relationship been going on? How has
it evolved and changed over time?
• Relationship is from long time and it has become stronger as
years pass
• Belt has changed the consumers mind because it deals with the
 Trend of market
 Easy handling and
 Making the things look differently
What is the meaning of this product or service to the
customer?
• Meaning has been changed from a necessity product to a
fashion product.
• It is preferred by youth more in terms of a fashion accessories
What terms best describe the relationship: good, bad,
mixed, ambivalence, dependency, casual, partners,
exploited, exploitative, good friends?
Good, dependency.
What kinds of things have gone wrong in the
relationship?
The things which went wrong with the regarding its changing
the trend and the way of looking it.
 Exceptional service, welcome communication,
performance above expectations, affirmation of values.
Is the customer satisfied or dissatisfied with the
product or service?
• It depends on the consumer liking or disliking towards the
product
• Most of the consumer is satisfied with the belt and its design
because it changes with the market trend and time to time.
• Sometimes some people out of many are dissatisfied of the
product belt because of its designs and variety and non
availability at right time.

What Factors influence the level of felt

(dis)satisfaction? How were expectations formed? Did
the product exceed them or fall short? How?
• Factors influencing the level of satisfaction:
• Availability
• Value for money
• Designs
• Trend
• Stylish
• Quality
Factors influencing the level of dissatisfaction:
• Quality
• Non Availability

 Expectation was formed on the basis of the product

availability and its value at the time of need.
 Depend on the consumer perception towards the
product where he likes it than it exceeds if not than it
falls.
 It is generally solving the purpose of trend and making u
delight with its different designs
 How does the product fit into the consumer’s life?
What Role does it play? What Role does the brand play
in all of this?
• Up to great extent because now people wants the product
which is trendy and stylish and also which solve the purpose
of there need at the same time and make them satisfied.

• It plays a vital role in consumers’ life because now consumers

are more fascinated towards the belt because it makes the
person comfortable and give them a different look.

• The role of brand is not as important in this product because

of going trend and for the brand loyal persons it is definitely
important because of its quality and value for money. 
 Traveling bag
How would you describe the Consumption
experience?
 Good , gives a feeling of safety
 e.g. Tour, picnic, traveling etc.
How often is the product used or consumed?
Who uses it? When? Where?
 Depends on consumer need, anyone, during the
time of need e.g. going for interview in other city,
traveling.
What feelings and opinions surround the
consumption experience?
Fulfill the consumer need(make tour easy)
What type of relationship does the customer
have with the product or service?
 Very good and strong because it solves the
consumer problem.
 Traveling bag cont….

How long has the relationship been going on?

 From very long time, necessity product while traveling
How has it evolved and changed over time?
 Earlier as necessity nowadays consumer requires fashionable bags
What terms best describe the relationship: good, bad, mixed,
ambivalence, dependency, casual, partners, exploited,
exploitative, good friends?
 Good, Dependency, Durability as well as the looks.
What kinds of things have gone wrong in the relationship?
 Quality, during the travel breakage of handles
 Traveling bag cont….
Exceptional service, welcome communication,
performance above expectations, affirmation of
values. Is the customer satisfied or dissatisfied with
the product or service?
 Its depend on quality of product. Usually satisfied because
relationship is evolving
What Factors influence the level of felt
(dis)satisfaction?
 Satisfaction:-
• Availability
• Value for money
• Quality
Dissatisfaction:-
• Services
• Non Availability
Traveling bag cont….

How were expectations formed?

 Consumers expects traveling bags to be strong.
Did the product exceed them or fall short? How?
 Depend on the product performance during travel
What is the meaning of this product to the customer?
 Helpful in traveling, gives a feeling of safety, it is something
on which the customer rely
How does the product fit into the consumer’s life
 Very deeply because of its usefulness.
Traveling bag cont….

What Role does it play?

 Very vital and crucial role play.
What Role does the brand play in all of this?
 Generally for its durability people prefer quality
and for good quality the brand is important.

 
Product – Tour Services

The consumption experience:

Depends upon customers purpose of tour
depends upon the services provided by the hotels which
are booked by the tour service provider
depends upon the offers and packages provided.
Special interest tours like palace on wheels, desert & safari
tours

How often is the product used or consumed?

Depends upon the need and mood of the customers
Also depends upon the previous good experience
The offers and attractive packages also influence to buy.
Who uses it? When? Where? How often?
• It could be for individual use or family use
• Generally during vacation time it is used
• Place could be any place of interest
• Depends upon the attractiveness of that new place, hill
stations
• Some customers are more adventurous, like trekking
tours

Feelings and opinions surrounding the

consumption experience. Type of relationship
customer having with the product or service.
Feelings like relief from stress,adventure, good
experience etc.

What Type of relationship does the customer have

with the product or service?
changed over time? What terms best describe the
relationship: good,
bad, mixed, ambivalence, dependency, casual,
partners, exploited,
exploitative, good friends? What kinds of things
have gone wrong
in the relationship?
It could be first time or second time depending upon the
customer

Stock outs, unavailability of parts or service,

inappropriate
communication, quality lapses, violations of norms
or expectations or
values?
Unavailability of ticket or offers
Lack in service as compared to earlier time

 What positive surprises have occurred?

stomer satisfied or dissatisfied with the product or se
ng upon the services provided
ed then repeat visit, if dissatisfied no next visit

ctors influence the level of felt (dis) satisfaction? How

tions formed? Did the product exceed them or fall sho
the meaning of this product or service to the custome
ors could be inconvenience faced by the customers
aning of the services are entertainment, enjoyment,
om the routine

s the product fit into the consumer’s life? What role d

hat role does the brand play in all of this?
vice fits into the life very easily
and name is attached reliability increases
expectations increased