The document contains an analysis of a company's SWOT (Strengths, Weaknesses, Opportunities, Threats). It lists the company's main strengths as being an industry pioneer with a large market share, reputation for value and convenience, strong human resource management, and financial strength. Weaknesses include a lack of international operations and competition faced by each business line. Opportunities lie in India's growing middle class market and potential for strategic partnerships. Threats include economic slowdowns impacting profits and changes in consumer behavior. The rest of the document consists of analyses and customer surveys regarding various aspects of the company's products, services, and management.

1. Chapter4
Data Collection &
Analysis

2. 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
perform their rivals.
5- 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.

3. 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.

4. ANALYSIS
4.1 Do you think that company provides a systematic process to re-establish relationship
with you?
FULLY DISAGREE 5
DISAGREE 5
NEITHER AGREE NOR DISAGREE 10
AGREE 20
FULLY AGREE 10
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.
10%
10%
20%
40%
20%
FULLY DISAGREE
DISAGREE
NEITHER AGREE NOR
DISAGREE
AGREE
FULLY AGREE

5. 4.2 Do you think that our user interface is easy?
FULLY DISAGREE 6
DISAGREE 2
NEITHER AGREE NOR DISAGREE 4
AGREE 30
FULLY AGREE 10
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
12%
4%
8%
60%
20%
FULLY DISAGREE
DISAGREE
NEITHER AGREE NOR
DISAGREE
AGREE
FULLY AGREE

6. 4.3 Do you think that our backup support is good?
FULLY DISAGREE 12
DISAGREE 8
NEITHER AGREE NOR DISAGREE 10
AGREE 15
FULLY AGREE 5
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.
0
5
10
15
20
25
30
FULLY
DISAGREE
DISAGREE NEITHER
AGREE
NOR
DISAGREE
AGREE FULLY
AGREE
Series1

7. 4.4 Do you think that our pricing are nominal?
FULLY DISAGREE 4
DISAGREE 4
NEITHER AGREE NOR DISAGREE 2
AGREE 10
FULLY AGREE 30
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.
0
5
10
15
20
25
30
FULLY
DISAGREE
DISAGREE
NEITHER
AGREE NOR
DISAGREE
AGREE
FULLY
AGREE

8. 4.5 Do you think that our services are fast?
FULLY DISAGREE 5
DISAGREE 5
NEITHER AGREE NOR DISAGREE 2
AGREE 12
FULLY AGREE 26
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
10%
10%
4%
24%
52%
FULLY DISAGREE
DISAGREE
NEITHER AGREE NOR
DISAGREE
AGREE
FULLY AGREE

9. 4.6 Do you think that you will be brand loyal to our company?
FULLY DISAGREE 4
DISAGREE 4
NEITHER AGREE NOR DISAGREE 8
AGREE 6
FULLY AGREE 28
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.
0
5
10
15
20
25
30
FULLY
DISAGREE
DISAGREE
NEITHER
AGREE NOR
DISAGREE
AGREE
FULLY
AGREE

10. 4.7 Do you think that our customer approach is too formal?
FULLY DISAGREE 10
DISAGREE 5
NEITHER AGREE NOR DISAGREE 5
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
20%
10%
10%
20%
40%
FULLY DISAGREE
DISAGREE
NEITHER AGREE NOR
DISAGREE
AGREE
FULLY AGREE

11. 4.8 Do you feel that we mantain an interactive two-way communication with our
customers?
FULLY DISAGREE 6
DISAGREE 6
NEITHER AGREE NOR DISAGREE 12
AGREE 6
FULLY AGREE 20
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.
12%
12%
24%
12%
40%
FULLY DISAGREE
DISAGREE
NEITHER AGREE NOR
DISAGREE
AGREE
FULLY AGREE

12. 4.9 Do you feel that we systematically attempt to customize product based on the value
of customer?
FULLY DISAGREE 0
DISAGREE 0
NEITHER AGREE NOR DISAGREE 10
AGREE 10
FULLY AGREE 30
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
0% 0%
20%
20%60%
FULLY DISAGREE
DISAGREE
NEITHER AGREE NOR
DISAGREE
AGREE
FULLY AGREE

13. 4.10 Do you think we have a good client management system?
FULLY DISAGREE 0
DISAGREE 0
NEITHER AGREE NOR DISAGREE 0
AGREE 10
FULLY AGREE 40
INTERPRETATION: This chart states that 20% of the customers agrees and 80% fully
agree that we have a good client management system.
0%
0%
0%
20%
80%
FULLY DISAGREE
DISAGREE
NEITHER AGREE NOR
DISAGREE
AGREE
FULLY AGREE

14. 4.11 Overall you are satisfied with the product?
FULLY DISAGREE 2
DISAGREE 4
NEITHER AGREE NOR DISAGREE 4
AGREE 20
FULLY AGREE 20
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%
8%
8%
40%
40%
FULLY DISAGREE
DISAGREE
NEITHER AGREE NOR
DISAGREE
AGREE
FULLY AGREE

15. 4.12 Would you recommend our product / service to colleagues or
contacts within your industry?
FULLY DISAGREE 2
DISAGREE 2
NEITHER AGREE NOR DISAGREE 6
AGREE 20
FULLY AGREE 20
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
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
FULLY
DISAGREE
DISAGREE NEITHER
AGREE NOR
DISAGREE
AGREE FULLY
AGREE

16. 4.13 You would like to recommend our company to your friends/ collegues?
FULLY DISAGREE 2
DISAGREE 0
NEITHER AGREE NOR DISAGREE 8
AGREE 26
FULLY AGREE 14
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%
0%
16%
52%
28%
FULLY DISAGREE
DISAGREE
NEITHER AGREE NOR
DISAGREE
AGREE
FULLY AGREE

17. 4.14 Do you think that we need an improvement in our product?
FULLY DISAGREE 4
DISAGREE 6
NEITHER AGREE NOR DISAGREE 10
AGREE 20
FULLY AGREE 10
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
8%
12%
20%
40%
20%
FULLY DISAGREE
DISAGREE
NEITHER AGREE NOR
DISAGREE
AGREE
FULLY AGREE

18. 4.15 Do you think we made attempts to attract prospects in order to coordinate
messages to our customers?
FULLY DISAGREE 8
DISAGREE 0
NEITHER AGREE NOR DISAGREE 2
AGREE 10
FULLY AGREE 30
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
16% 0%
4%
20%60%
FULLY DISAGREE
DISAGREE
NEITHER AGREE NOR
DISAGREE
AGREE
FULLY AGREE

19. 4.16 Do you think we have a formalized procedure for cross-selling to value
customers?
FULLY DISAGREE 0
DISAGREE 0
NEITHER AGREE NOR DISAGREE 0
AGREE 10
FULLY AGREE 40
INTERPRETATION: This chart states that 20% agrees and 80% fully agree that we have a
formalized procedure for cross selling
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
FULLY
DISAGREE
DISAGREE NEITHER
AGREE NOR
DISAGREE
AGREE FULLY
AGREE

20. 4.17 Do you think our management team was able to deliver you the product you
wanted to customized?
FULLY DISAGREE 0
DISAGREE 0
NEITHER AGREE NOR DISAGREE 10
AGREE 10
FULLY AGREE 30
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
0% 0%
20%
20%60%
FULLY DISAGREE
DISAGREE
NEITHER AGREE NOR
DISAGREE
AGREE
FULLY AGREE

21. 4.18Would you like to reach back to us in future?
FULLY DISAGREE 0
DISAGREE 0
NEITHER AGREE NOR DISAGREE 10
AGREE 10
FULLY AGREE 30
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.
0
5
10
15
20
25
30
FULLY
DISAGREE
DISAGREE NEITHER
AGREE NOR
DISAGREE
AGREE FULLY
AGREE