It is a live project regarding the customer retention activities followed by Pantaloons

1. A STUDY ON CUSTOMER
SATISFACTION PROVIDED AT
PANTALOONS
Submitted by
Shekhar Jyoti Das
17-PGDM-ABPM-35

2. INTRODUCTION
 Pantaloons is owned by Aditya Birla fashion and retail Limited,
 A US $4 billion diversified industry and India's largest manufacturer of linen fabric.
 India's largest fashion network, with over 7,000 POS across over 375 cities and
towns
 Offers, customers a variety of apparels and accessories from the globally renowned
brands
 Operating in 40 countries across the globe with over 130,000 employees

3. PRODUCTS
Men
• Cover Rig, Lombard, Bare Leisure, SF Jeans, Bare Denim, JM Sport, Byford, F Factor and trendy
brands like John Miller and Akkriti
Women
• Bare Leisure, Bare Denim, Rig, Honey, Ajile, Annabelle, RangManch, Trishaa, Akkriti, Lee Cooper, Biba
Kids
• Bare Denim, Bare Leisure, Rig and exclusive brands like Chalk, Poppers, Pink & Blue
Latest
• Candies, Alto Moda, Spykar, AND, Turtle, Global Desi, 109F, Chemistry, and Giny & Jony

4. NEED FOR STUDY
 Customer service is an unavoidable part of a company’s customer value
proposition
 Used to create such competitive advantage as a service proposition would be
harder to copy for competitors
 Consistent delivery of superior service requires design and execution of a system of
activities that includes people, technology, and processes.
 Websites, live chats with technical staff, databases tracking individual customers'
preferences, payment methods, pattern of buying etc.,
 Tracking of service levels to recognize areas for improvement are often integrated
into other enterprise operational software tools such as ERP software.

5. CUSTOMER SATISFACTION
ATTRIBUTES
• Up to mark ProductQuality
• best in quality and discountsDifferentiation
• Use of Internet TechnologyAccess
Face Value
Ambience
Cleans, safe & well organized
environment
Highly respected & reputed brands

6. LOYALTY PROGRAMS
 Pantaloons Green card, loyalty program designed exclusively for Pantaloons'
customers
 offered to over 4 million members, entitles members to discounts, point’s
redemption and special privileges at all Pantaloons stores.
 Customer shops, the card updates with increasing privileges and discounts.
 Benefits covered under Green card include discounts, complimentary parking,
delivery of altered garments, relaxed exchange policy, complimentary shipping,
exclusive sale preview & billing counters.

7. OBJECTIVES OF STUDY
 To check if the availability of goods and variety of products and services attract
customers towards Pantaloons.
 To measure the satisfaction level of overall shopping experience at Pantaloons.

8. RESEARCH METHODOLOGY
• To find out the experience of customers while
shopping in pantaloons.
Research Approach
• Interacting with people directly it can be through
direct interviews and questionnaires.
Primary Data
• Secondary data is collected from company websites
and various Literature reviews.
Secondary Data
• Random stratified sampling was chosen for
research.
• CSD of pantaloons was the location
Survey Design

9. SAMPLING PLAN
• Sample Size of 80 respondents chosenSample Size
• Pantallons store at Gariahat Kolkata was
chosen as sample unit
Sampling Unit
• Questionnaire method was used to view
responses of respondents.
Contact Method

10. DATA INTERPRETATION
 Age - The maximum number of footfalls, are due to the young population.

11. DATA INTEPRETATION CONTD.
 Occupation -
 The student segment dominates the footfall on weekends.
 Offers should be modified for their conversion and retention
 Service sector gets 20% of vote because of festive occasion
& sales

12. DATA INTERPRETATION CONTD.
 Frequency of visiting pantaloons -
 50 % respondents have visited pantaloons every month
 32 % visited pantaloons once in a 6 month
 Pantaloons is easily reachable and covers a large variety
of apparel & cosmetics.

13. DATA INTERPRETATION CONTD.
 Most important factor that influences to buy from pantaloons -
 Pantaloons have a wide variety of products (54%)
 Better quality has been voted (30%)
 Better services (11%)

14. DATA INTERPRETATION CONTD.
 Variety & quality of products available at pantaloons -
 48 respondents have rated well with the existing variety and quality of products,
 19 respondents have voted excellent
 10 people have chosen average.

15. DATA INTERPRETATION CONTD.
 Experience at CSD (Customer Service Desk) -
 Service quality of a store is sensed from the service desk
 60% of the respondents are satisfied with the CSD
 12.7% of customers rated average
 Personal interaction with the respondents revealed that
minor issues regarding cards and points are handled
immediately.

16. DATA INTERPRETATION CONTD.
 Exchange policy of Pantaloons -
 For loyalty members extension is up to 90 days
 54.4% of respondents rated good
 26.6% customers voted average because of
no exchange on footwear and selected garments.

17. DATA INTERPRETATION CONTD.
 Billing experience at pantaloons -
 40.5% are satisfied with the billing experience
 25.3% of the respondents have stated average
because less numbers of counter available
 16.5% respondents have below average
of experience level because of the time factors.

18. RESEARCH FINDINGS
 People were little dissatisfied but overall satisfied compared to some other outlets
 Majority of respondents complained about the variety of products & non availability of
footwear products
 Ladies complaint about variety of jewelry
 Location made Pantaloons easily accessible & thus attracted more consumers
 Pantaloons operates in discount retailing but discounts offered were not promising for the
customers
 Respondents were dissatisfied due to the less parking space at Pantaloons which was used
by the employees

19. CONCLUSION
 The research report aims to study consumer attitude towards Pantaloons and
highlights its strengths and weaknesses
 Retail in India is a booming sector nowadays and Pantaloons should try to benefit
more from it
 Data suggests that they should emphasizing on the 25-35 age segment to add
more loyal members and maximize the revenue.
 Customer get exhausted if they stand in a queue to get the billing done, even for
10 minutes and so billing time is removed
 Their in-house brand availability and value of money are the main factors that
attract more consumers to their stores

20. RECOMMENDATIONS
 Pantaloons needs to provide play space for children coming with their parents for
entertainment
 Pantaloons should include more variety of products in its basket to acquire the
convenience of availability of all products under one roof
 More computers should be included at exchange counter and number of billing
counters should be increased during the sales and festive season
 The schemes and offers should be analyzed before generalizing to customers
 Staff should be trained to assist people and to make them understand the benefits
of green card membership to strengthen Customer loyalty.
 Good quality of merchandise, which should be trendy and compete with the latest
market trend.