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Satisfactio survey
1. SATISFACTION
SURVEY
OF
HOT & COLD
Group Members:
Alok Kumar
Prachi Bhushan
Palak Singhal
Swati Sharma
Romi Rani
Nandita Sharma
Rahul Sahu
2. Customer Satisfaction
“Customer satisfaction is a measure of how
products and services supplied by a
company meet or surpass customer
expectation”
“Satisfaction surveys are the cornerstone of
a formal feedback process that measures
satisfaction with products and services. ”
3. Research conducted by Bain & Company
found that an increase of 5% in customer
retention can increase profits by 25% to
95%. The same study found that it costs
six to seven times more to gain a new
customer than to keep an existing one
4. CUSTOMER SATISFACTION
• Satisfaction Survey Allows Business to :-
To know how well the business process is
working
To know where to make changes to create
improvement, if changes are necessary
Determine if the changes led to improvement
5.
6. HOT & COLD
About Hot and Cold:
• It started operations about 10 months
ago becoming the favorite hangout
for the population of BIT.
• The need for a fast food joint was
long being felt in the campus.
7. SWOT ANALYSIS
• Strengths: • Weaknesses:
• Only fast food joint in • Prices quite high for
the campus. student population.
• Modern ambiance to • Limited menu choices.
attract youth, only of a • Most items listed are
kind in campus. not available at times.
• Positioned at a • Lack of well trained
favorable location, staff.
near the main campus
building.
8. Opportunities: Threats:
• Improvement in the • The outlets at the
menu can lead to communication Point (
increased sales, youth near the main
prefer variety. entrance) cater more
or less the same
customer needs at
• Much scope for
much lower prices.
improved
infrastructure and
services( eg: • Lack of well
Installation of air coordinated staff can
conditioner etc.) lead customers
searching the options
9. SATISFACTION SURVEY OF
HOT & COLD
• Assess performance, assign priorities
and allocate resources
By conducting a representative survey of
customers at Hot & Cold, it is possible to
identify the products that will sell well and
bring in more profits
By doing this, it becomes easier to assign
priorities to the products during sales
10. • Increase customer orientation in the
company.
“The satisfaction surveys help keep a
finger on the pulse of the customer and
thus, aligns the company’s working in tune
with the customers’ needs which ultimately
proves beneficial to both parties”
11. • To highlight the publicly perceived
strengths and weaknesses
Satisfaction surveys can be used as
defining attributes of a particular product or
service. This will help in assessing the
longevity of a product and also helps in
pushing for improvements from within the
company towards the product
12. • To understand how the company stands
against its competitors in the market
Customer satisfaction surveys can include
comparative ranking, where the customer
indicates his/her preference for a particular
product over another. A similar kind
of exercise will help Hot & Cold gauge how
the customer views the products in
comparison to other competing outlets in
campus.
13. Objectives of the Research
• Intends to determine an improved marketing
strategy for Hot & Cold based on customer
feed back.
• To understand the main factors which lead to
customer satisfaction in Hot & Cold
• To identify those factors which are not yet up
to the mark of customers’ expectation and
need improvements.