Research regarding the customers perception regarding the online grocery store

1. Strategic Market Analysis of Big Basket and
its Marketing Activities
Devang Satapara
MB033

2. Product Offerings at Big Basket:-
Fruits and
Vegetables
Groceries and
Staples
Bread, Dairy
Products and Eggs
• All varieties of fruits
and vegetables
• Rice and flour
• Masalas
• Daals
• Vegetable oils
• Salt and sugar and
so on
• Bread
• Cakes
• Milk
• Butter
• Eggs and so on

3. Offerings Contd.
Beverages
Branded Food
Products
Personal Care
Items
• Mineral water
• Juices
• Soft drinks and
so on
• Biscuits
• Cornflakes
• Pickles
• Jams and so on
• Shampoo
• Hair oil
• Cosmetics
• Toothpaste
• Skin cream
• Soaps and so on

4. Offerings Contd.
Household
Goods
Imported and
Gourmet Foods
Meats
• Washing powder
• Plastic items
• Kitchen items and
so on
• Food items made
abroad
• Chocolates
• Ice-creams
• Soups
• Instant food and so
on
Fresh and frozen:
• Chicken
• Mutton
• Fish
• Pork

5. Delivery Terms & Conditions:-
Delivery is free
for orders of
Rs. 1000 &
Above
For orders
below Rs. 1000,
the delivery fee
is Rs. 20

6. Process of Big Basket:-
Customer
www.bigbasket.com
Order
Warehouse
Hub
Delivery Van

7. Best Products Guaranteed !

8. Keys terms used in Big basket:-
• DC- distribution centre
• QC- quality check
• SKU- stock keeping units
• FIFO- first in first out
• HOTO- hand over take over
• R&R- reward & recognition
• PSR- product sales report

9. Learnings:-
Introduction to company & company operations including its HR
policies
DEPARTMENTS :
• HUB
• DC
• HR
• IT
• Projects
• F&V Department

10. HR Operations:-
Studied the HR policies of Big basket
How to prepare for interviews & how to conduct interview ( what
precautions should be kept while hiring )
Big basket operates under shops & establishment Act
Learning about how the gratuity is calculated
Gratuity = Basic salary*15/26*No. of years worked
How to prepare the MOM(minutes of meetings)
Got chance to sit in the meetings of company.

11. HR policies & practices followed by big basket:-
Code of Conduct
Values & Culture
Leave Policy
Absconding Policy
Salary Advance Policy
Travel Policy
Trust Policy

12. DC operations:-
Did actual picking with F&V as well as FMCG
Stacking of F&V and FMCG
Pickers picking efficiency (how the efficiency of pickers can be
increased)
How to assign orders & how the daily reports are prepared.
Inventory Management(FIFO)
Asset Management(Hand over of assets to respective Person)
Calculating the Margin
Calculating the Contribution

13. Hub Operations:-
Market visit (with delivery vans)
Van utilization data (Van costs & Van KMs reduction)
QC before the orders are transferred to Vans.

14. Marketing Activities Done:-
Analysis of existing customers by calling them.
Major findings were as follows:-
• 40% Male & 60% Female Customers
• F/B by Male customers- “ Majorly their wives ordered from husbands
phone / Wives just instructed them to buys certain things”
• We tried to convert these customers and tried to make their wives
aware about BB. (As company believes that if women's ordered
directly then they will order more)
• Helped the women's download the BB App while visit with delivery
Vans.

15. Revival of Customers who didn’t ordered from 2months or more.
- We tried asking them what problem they faced (or if they had any
complaints) & Informed about the offers at Big Basket.
Major Findings:-
- Lack of awareness about the offers
- Complaint about the quality
- Products unavailability
- Problem with Payments
- Lack of Varieties & Brands Available for Masala & Dal.

16. Also Informed about the Referral Program which is as follows.

17. Offers at Big Basket:- (For all Customers)

18. Results of calling:-
No. of customers contacted – 400
No. of customers who placed order after calling- 80
% of Customers who placed order – 20%

19. Way Forward:-
• Study the Process of Big Basket ( Internal Process)
• Study the Supply chain management
• To study & Co-ordinate Marketing Activities of Big Basket
• Visit other DC’s of Big Basket (i.e. Ahmedabad)

20. Marketing plan for future:-
Analyse the areas of Vadodara(Find the target customers)
Number of societies & Flats on out skirts of city.
Societies were there is no markets(or shops) are available nearby
Societies were the prices of products are same/high compared to
BigBasket (with same quality).
Corporate housing colonies (ONGC , L&T housing societies)
Find how to convert them into our customers.
To Achieve my goal will be going with the delivery vans and collect
data of societies where we are getting orders & where we are not
getting orders.

21. • After collecting these data will create awareness by arranging
awareness programs & distributing free samples provided by
company so people can get idea about the quality offered by
BigBasket.

22. Company website
• www.Bigbasket.com

23. Thank You for allowing to conduct Internship Training in Big Basket