Customer Satisfaction on Water Purifiers System (Hindustan Unilever Limited Product PUREIT)

1. MINNOR RESEARCH PROJECT
ON
CUSTOMER SATISFACTION OF WATER Purifiers SYSTEM (hul-
pureit)
Submitted To,CompanyGuide,
Punnet Bahfana Shahnawaz Alam Sir
(HEADOF DEPARTMENTMBA) (BDE IN HUL )
Submitted By
AALIM KHAN

2. PageNo-2
MBA – III (SGVU)
PREFACE
It is obvious that to remain competitive the corporate marketing strategy must aim to create
and retain a satisfied customer. This is possible only when the firm adds value to the customer
should perceive this customer. The customer should perceive this value to be distinctively more
than the firm’s rivals. When this happens, the firm gets a premium on its product on emerges as a
market leader.
.
This is true for all the products. Even though it is more visible in industrial
products, in the form of customer training, updating technology, at a low cost for the customer, on
site servicing to ensure zero down time in the customer manufacturing facilities etc in consumer
goods too, value in perceived when the product service the needs for which it is brought.
I am trying to the study the Customer Satisfaction of Water Purifiers of Hindustan
Unilever in the project. I hope my study will help Hindustan Unilever.

3. PageNo-3
I feel great pleasure for the completion of this project. At the very
outset I would express my sincere thanks and deep sense of gratitude to
personnel who helped me during the collection of data and gave me rare
and valuable guidance for the preparation of this report.
I take this opportunity to express my deep sense of gratitude and
appreciation to my project guide Mr. Shahanawaz Alam (BDE in HUL).
For giving me the opportunity to do the project work under this
prestigious company, and guiding me for assistance, motivation, valuable
advice, worthwhile discussion, technical ideas, and important
suggestions, Throughout the project.
I am thankful to my internal guide Professor Deep mathur project
would not have been possible without the utmost effort of our
Programme coordinator.
I also express my gratitude towards my parents and sincere thanks to
my friends, all the employees of Hindustan Unilever (PURE IT) and also
all the faculty member of SGVU, well wishers for their encouragement
and kind co-operation to complete this report. Without their suggestion it
has not been completed.
AALIM KHAN
Student of SGVU
MBA (SEM-III)

4. PageNo-4
I, Aalim khan , a student of MBA( Master of Business Administration)
2016-17 studying at SGVU(Suresh Gyan Vihar University ) Jaipur,
Rajasthan, Solemnly declare that the project work titled- Customer
Satisfaction of Water Purifier (HUL-PURE IT), in partial fulfillment of
the MBA Programme.
This Programme was undertaken as a part of academic curriculum
according to the UGC rules and norms and by no commercial interest and
motives.
Date:
Aalim khan
Student of MBA
SGVU (SEM – III)

5. PageNo-5
CONTENTS
SL. No Description Page No
Chapter - 1 PREFATORY ITEMS1
Preface 2
Acknowledgement 3
Declaration 4
Table Of Content 5
Chapter - 2INTRODUCTION TO MARKET RESEARCH 6-7
PRODUCT 8 -20
COMPITITORS 21-23
Chapter - 3 SURVICE QUALITY 24-29
Chapter - 4 CONSUMER BEHAVIOUR 30-32
Chapter - 5 COMPANY PROFILE 33-41
Company Analysis
Vision
Mission
Chapter - 7 INTRODUCTION OF TOPIC 42- 44
Chapter - 8RESEARCH METHODOLOGY 45-46
DATA ANALYSIS AND INTERPRATION 47-57
Chapter - 9 FINDING & RECOMANDATION 58
Chapter –10LIMITATION59
Chepter - 11 CONCLUSION60
Chapter - 12ANNUXRE - 1 61-71
Chepter - 13ANNUXRE - 272-82
Chapter -14 BIBLOGRAPHY 83
Website, References
Journals and Magazines, List of Respondent

6. PageNo-6
INTRODUCTION

7. PageNo-7
MARKET RESARCH
INTRODUCTION
Usually it is said that if marketing would be a train, than market research would be the
locomotive. In other words, market research should ideally be the starting point on any marketing
exercise. Conducting any marketing exercise- be it related to pricing, promotion or distribution of
a product or service. Without researching the potential market is as sensible as setting out sell
sand in the Sahara Desert.
Market research provides the answers to all the questions that generally occupy the minds of
marketers, at every stage of the marketing process.
Growth Trends in Market Research
India, fastest growing market research industry in the world, with growth rates at around 31 %(2006-07)
. China is a distant second growing at20%. The size of the industry if of 595 crore, but the industry is
growing rapidly with a lot of business coming from overseas. The business coming from overseas from
overseas involves lot of outsourcing as cost advantages are enormous, the processing of data is almost
50% cheaper in India than in developed countries. The outsourcing business amounts to almost for the
8% industry and this figure is doubling in value every year.
KEY PLAYERS IN MARKET RESEARCH
Dun Bradstreet
Information Resources Incorporation
NPD Group Information
A.C Nielson India Pvt .Ltd
Martiz Research
NFO Research Incorporation
ICMR( India Council of Market Research)
IMRB( India Market Research Bureau)

8. PageNo-8
SCOPE OF MARKET RESEARCH
Many people think that market research is just a consumer survey, asking consumer about
certain product or services. Though consumer research is an integral part of marketing research,
the latteris quite a pervasive activity, convering the various types of marketing problems that
confront the marketing manager. There are various discussion confind to the market research
which are as follows-
 Product Research
 Sales Research
 Customer Research
 Pricing Research
 Advertising Research

9. PageNo-9
PRODUCT ANALYSIS
Hindustan unilever –(pureit)
Hindustan Unilever - Pureit
This water purifier has 4 purification stages like- Pre-filter purification, activated carbon
purification, Germkill Processor and Unique Polisher. It has 9 liters of storage capacity. This
water purifier does not require electricity. This maintenance free water purifier Germkill Battery
Kit'™
Which is heart of purification system needs to be replaced after drawing 1500 liters of purified
water. This Germ kill Battery Kit'™ costs Rs 300 plus additional Rs 15 as delivery charges.
Pureit
HUL claim that Pure it in-home purifier provides water that is 'as safe as boiled', without needing
electricity or pressurized tap water, for low and middle-income families in India. One rupee buys
3.5 liters of Pure it safe drinking water (including the initial one-off costs of the purifier unit).
This makes it a more affordable alternative to boiling water or bottled water, where one rupee
buys 2.5 liters or just 0.3 liters respectively. The chart below compares the cost of Pure it to other
alternatives.

10. PageNo-10
Introduction to Pureit
Pureit - a water purifier designed and developed to provide “As safe as Boiled water”
Model No M 05
Performance
Pureit removes visible dirt, kills all harmful viruses and bacteria, removes parasites and pesticide
impurities giving you water that is ‘as safe as boiled water’
Additional features
 Great sensorial – Clear, odour-free water : removes organics, pesticides, suspended matter
(turbidity)
 Anytime, anywhere performance : works
- without electricity
- without piped water
 Convenience – No hassles of boiling, No maintenance costs like plumbing
 Cost – Rs. 1/- for every 4 Liters of water
The technology:
 Chlorination of water is a known fact & is used as a world wide phenomenon by
Municipal Corporation for supply of potable water.
 It kills all bacteria and viruses in water.
 However chlorine added in water by these corporation is not done scientifically (especially
in third world countries like). Hence the amount of chlorination may be more less
depending on the quantity of water; thus again making this water unsafe for human
consumption.

11. PageNo-11
← Frame
← Non woven
polyester cloth filter
MICRO FIBRE MASH
 Material – Non woven polyester
 Removes suspended particulate > 10 micron
 Reduces filtration load on CCT
 Average flow rate of 5 lit/min

12. PageNo-12
COMPACT CARBON TRAP
 Material – intermediate activated carbon
 Binder is used for holding the carbon granules
 Removes particulate impurities < 10 micron
 Removes organic load – improves taste of water
 Removes pesticides
 Removes cysts

13. PageNo-13
GERM KILL PROCESSOR
 Attached with batching chamber.
 Stored germ-kill power target and kill harmful viruses and bacteria
 Unique Auto Switch off Technology –
- After the battery life indicator turns fully red, the purifier will begin to overflow
from the battery life indicator on the front side.
- Some water may still pass through the purifier. However, please note that the
purifier has stopped purifying water & the water may no longer be safe for
drinking.
- The purifier has been designed to overflow to indicate that the battery has not been
replaced even after it has turned fully red.

14. PageNo-14
POLISHER
 Made by activated granular carbon and coated by silver.
 This design has reduced pressure drop, eliminating the level of fines coming in the water
and reduced wastage of plastics in battery
 Removes chlorine and disinfection by-products.
 Radial flow design – low pressure drop.
 Finally removes all odours, makes water visually clear & gives great tasting water

15. PageNo-15
Dream
The Dream
“PROTECT
one billion lives,
SAVE
one million children”

16. PageNo-16
PERFORMANCE TESTING
Leading scientific institutions
National Environmental Engg Research Inst
Central Food Technology Research Inst.
National Institute of Cholera and Enteric Diseases
Indian Public Health Association
Institution of Public Health Engineers
Leading Medical Institutions
King Institute of Preventive Medicine
Sundaram Medical Foundation
Apollo Hospitals
SRL Ranbaxy Clinical Reference Laboratories
Leading International Institutions
London School of Hygiene and Medicine UK
Scottish Parasite Diagnostic Laboratory, Glassgow, UK

17. PageNo-17
Proof of Performance
Pure it is an engineering marvel, a breakthrough product that has evolved over a span of five years,with
the combined efforts of over a hundred qualified scientists at Hindustan Unilever and Unilever Research
Centre.
Within a very short time, Pureit has proved its credentials amongst the scientific and public health
community, has delighted consumers, and has convinced doctors of its efficacy.
Performance Reports
Pureit performance has been rigorously tested by leading international and national
medical, scientific and public health institutions.
Zero Chlorine Presence
The certificate from ASHCO confirms that there is zero presence of residual chlorine
in Pureit Output Water.
Consumer Reactions
Pureit has satisfied lakhs of consumers with its great product performance.

18. PageNo-18
Awards and Recognition
Pureit has won the UK Trade and Investment India Business Award for 2008 in the innovation
category.
Pureit has also received the UNESCO Water Digest Water Award 2008 - 2009 in the category
of Best Domestic Non - Electrical Water Purifier.
Pureit has also won the Golden Peacock Innovative Product / Service Award -2008 in the
FMCG sector.

19. PageNo-19
Pureit Protecting Lives
Pureit in Doctor's Clinics
Thousands of doctors across the country rely on Pureit for their patients in the
clinic.
Pureit in Schools
A schools education programme – ‘Safe Water,Health for Success’ – initiated by
Pureit and The National Academy of Sciences, India (NASI), an eminent body of
leading scientists in India, has created awarenessabout safe water amongst
thousands of children.
Dr. Kalam’s association with ‘Safe Water’
The former Hon. President of India, Dr. A.P.J. Kalam formally launched the ‘Safe
Water,Health for Success’ schools education programme.

20. PageNo-20
Hul Customer services
 Service at your doorstep
 India’s largest after-sales service network
 Only genuine spare parts
 Free routine check-ups and free service camps
 Mobile service vans
HUL HELPLINE (PURE-IT)
A specialized service by Hindustan Unilever Limited to provide all the information about
HUL product(PURE IT) and services at one single number - available 24 hrs*365days.
(1860-180-1000)
The HUL Help Line provides the following:
Gives complete information about products and services
Locations of Customer Response Centre or Sales offices, timings, contact persons, etc.
Solutions to simple problems on the spot
A single point solution to customer queries or calls
Information on status of complaints and requirements

21. PageNo-21
COMPITITORS
The different companies which manufacturewater purifier are:
 Aqua Guard
 Kent grand,
 Hindustan unilever –pureit,
 Philips intellegent,
 Whirlpool Pure Fresh,
 Jaipan, Alpha Dewdrop,
 Eurotek System,
 GenPure R.O System,
 Bionics
 Aqua Tech
 Kenstar water purifier,
 Krona,
 Astro-boy-water purifier,
 Euro Fabs,
 Euro riva water purifier,
 Aqua fresh water purifier.

22. PageNo-22
Competitors of Hindustan unilever in Indian Market
At present there are lots of companies in the market of water purifier. Now people are more aware
of pure water than before that’s why the demand of water purifiers increasing day by day lots of
companies are shows interest in making water purifier. Some of them we mentioned in below:
1. Kent grand:
Kent - Grand
Product Summary: This storage water purifier has 8 Liters water storage capacity and 5
purification stages like- Sediments purification, Pre-Carbon Filter, carbon purification, UV and
Reverse Osmosis technology purification. Its Reverse Osmosis Technology, it uses semi-
permeable membrane to divert dissolved salts, heavy metals, chemicals, micro-organisms and
other impurities to drain. In later stage it has resin carbon cartridge, which polishes water to
ensure fresh testing water. The Ultra-violet purification system has a lamp which helps in
eliminating bacteria and viruses thus providing safe drinking water.
2. Eureka Forbes-Aqua Guard
Aqua Guard is the most trusted brand all over India .Aqua Guard water purifier chosen as ‘super
brand’. Eureka Forbes is pioneer in Home water purifiers, RO water purifiers, UV water purifiers
in India. They are specialist in 5 water technologies addressing 17 diverse water conditions and
are the World's largest manufacturer of Ultraviolet (UV) based water purification system.

23. PageNo-23
The most important appliance in your kitchen is the water purifier. Regular filters are not enough
to kill the bacteria present in water supplied to most Indian homes. The finance minister has
promised clean, drinking water to one and all by making water purifiers cheaper than what they
used to be. With affordable water purifiers available, pure clean drinking water will no longer be a
luxury. Time, we thought, you tried this test to check out how well equipped you are in your
knowledge of water purifiers.
3. Philips intellegent:
Water purification
Philips established its new water purifier business, having achieved a 30%
retail market share in India with its UV water purifier and becoming the Brazilian market leader in
the on-tap water purifier category.
4. AQUA TECH:

24. PageNo-24
Unique Three Stage Purification Process
 Stage 1: Removes all physical impurities through its unique sediment Filter for Better
Purification
 Stage 2: A silver impregnated activated carbon cartridge gets rid of any odours or
colouration
Stage 3: An Ultra Violet Lamp destroys all bacteria and viruses present in the water.
Thus preventing the flow of unsafe water.
We AQUA TECH SERVICE offer you quality service at your doorstep, in your area, through
your water purifier unit is working just fine and you will get really purifier water call us, we shall
come to your place and service your water purifier.
Service Quality
Service quality is not easy to measure in a precise manner. The nature and characteristics of
services can have an impact on quality issues: There are many definitions of Service quality,
The customer’s overall judgment of service quality can be an evaluation of both the process
and the outcome, compared with the customer’s own expectations and desired benefits. This leads
to an important idea in assessing quality from a services marketing perspective: perceived service
quality.
Perceived service quality represents the customer’s judgment of an organization’s service
based on their overall experience of the service . Understanding how customers arrive at this
judgment - that is to say, how they decide whether or not they are satisfied with Hindustan
Unilever service - is very important for services quality management.
Determinate of Service Quality:
1. Reliability:The ability to perform the promised service dependably and accurately.
2. Responsiveness:The willingness to help customer and to provide prompt service.
3. Assurance:The knowledge and courtesy of employees and their ability to convey trust and
confidence.
4. Empathy:The provision of caring, individualized attention to customers.
5. Tangibles: The appearance of physical facilities, equipment, personnel, and communication
material.

25. PageNo-25
Service Quality Model
Consumer
Marketer
Word ofMonth
Communication
Personal needs Past
experience
Expected Service
Perceived service
External Communication
to consumerService delivery (including
pre- and post contacts)
Service Quality
specifications
Management perceptions
of consumer expectations

26. PageNo-26
Various studies have shown that well managed service companies
share the following common practices a strategic concept, a history of top management
commitment to quality, high standards, self-service technologies, systems, for monitoring service
performence and customer complaints, and an emphasis on customer satisfaction.
New Service Development
That products that are designed and introduce via the step in a structured planning framework
have a grater likelihood of ultimate success than those not developed within a framework,. The
fact that services are intangible makes it even more imperative for a new service development
system to have four basic characteristic
1. It must be objective, not subjective.
2. It must be precise, not vague
3. It must be fact driven, not opinion driven
4. It must be methodological, not philosophical?
Customer Focus
Quality begins with customer and also ends with them. Day’s when organisation and
customers were treated as two different entities. The marketplace has become very competitive,
and it is no longer possible to run a business without strong focus on the customer . Show this
relationship.
Customer
Hindustan unilever
Ltd.
Customer
Hindustan Unilever
Ltd.

27. PageNo-27
Identification Of Customer Group
Defines a customer as “one who purchase a product or service”. There are two types
of customers internal and external.
An external customer exists outside the organization and buys its product and services.
Employees in the organization must know how their jobs enhance the total satisfaction of the
external customer.
An internal customer as important as the external customer.
External customers are people who ultimately consume the final product like the common people.
Internal customers include each employee working in the organization.
Customer Perception Of Quality
One of the basic concept of the service quality is continuous process improvement. The
concept implies that there is no acceptable quality level because the customer’s needs, values and
expectation are constantly changing and becoming more dependent. These are :
 Performance
 Feature
 Service
 Warranty
 Price
 Reputation
Customer Feedback
Is not a one time effort. It is an ongoing and active prbing of customer.

28. PageNo-28
Feedback enables the organization to :
1) Discover customer dissatisfaction
2) Discover the relative priorities of quality
3) Compare its performance with competition
4) Identify customer needs.
5) Determine opportunities for improvement.
Comment Cards
A low cost method of obtaining customer feedback involves a comment card, is attached to
the warranty card and include with the time of purchase. The intent of the card is to get simple
information such as name, address, age, occupation and the factors
Survey
This tool is in the form of a questionnaire where the customer is asked to furnish answer relating
to the quality of product and services. To make survey more useful must be remember the
following:
1. Customer are not the same
2. Survey raise the customer expectation
3. The more specific the question
4. Before the data is collected, you know how you want to analysis and use it.
Focus Groups
A focus groups is a research method use to find out what the customer are really thinking. A
group of customer is assembled in ameeting room to answer a series of question. The moderator,
understands clearly the type of information that must be elicited and a plain to obtain it. Meetings
are designed tofocus on the current, proposed and future product and services.
Customer Visits

29. PageNo-29
Visit to a customer’s place of business provides another way of gathering information. An
organization can pro-actively monitor the performance of its product while it is in use. It can,
thereby identify any specific problems. Senior managers should be involved in these visits and not
delegate them to someone else. However it is a good idea to take along operating personnel so that
they can see first and how the product is performing.
Report Card
Another very effective tool is the report card. It is usually sent to each customer on a
quality basis. Data is analyzed to determine areas for improvement.
QCC Operation model
1. Problem Identification.
Generate
Alternative
Solution
Problem
Analysis
Problem
Selection
Problem
Identification
Review
and
follow up
Select best
solution
Prepare
plan of
action
Present
solution to
management
Implementation

30. PageNo-30
2. Problem Selection.
3. Problem Analysis.
4. Generate Alternative Solution.
5. Select Best Solution.
6. Prepare Plan of action.
7. Present Solution of Management.
8. Implementation.
9. Review and follo- up.
CONSUMER BEHAVIOR
In today’s challenging and competitive world of fast changing technology, consumer tastes
are also characterized by fast changes. So to survive in the market the firms have to be in touch
with the changing consumer preferences. Marketers have to understand consumer behaviour and
factors influencing in the buying behaviour of the customers in order to be successful in this
dynamic and competitive environment.
Meaning of consumer behaviour :
consumer behavior is the behaviour that the consumer display while searching for,
evaluating, purchasing and disposing of products and services that they expect will satisfy their
needs. Consumer behaviors are the study of how consumer makes their decisions to spend their
resources on consumption related items i.e. time, efforts and money.Study of consumer behaviour
proves the marketers an insight regarding the consumer preferences and helps them in effective
market segmentation and targeting. The importance of consumer behavior lies in the fact that
behavior can be understood and influenced to ensure a positive purchase decision. So around
understanding of consumer behavior is necessary for long run success of any marketing program.
That’s why the marketing manager’s interest lies exactly in understanding consumer behavior to
ensure that his marketing strategy results in purchase of product.
DETERMINANTS OF CONSUMER BEHAVIOR
The study of consumer behavior is quite complex, because of many variables involved and
their tendency to interest with and influences each other. The main determinants of consumer
behavior are:
1. External Variables
2. Individual determinants of Consumer Behavior

31. PageNo-31
1. External Variables : The external environment is made up of various influences such as:
 Culture
 Sub culture
 Social class
 Family
 Reference groups
 Personal factors such as age and life cycle, education, occupation, life style,
personality, etc.
These all are major determinants of consumer behaviour.
2. Individual Determinants of Consumer Behavior: The individual determinants of
consumer5 behavior are:
 Personality and Self Concept
 Motivation and involvement
 Learning
 Memory
 Attitude

32. PageNo-32
CCOOMMPPAANNYY PPRROOFFIILLEE
 The Organization
 Company’s Vision
 Company’s Mission
 Family
 Quality policy
 Strategic direction
 Environment
 People

33. PageNo-33
Company analysis
HINDUSTAN UNILEVER LIMITED—the Organization.
In the summer of 1888, visitors to the Kolkata harbour noticed crates full of Sunlight soap bars,
embossed with the words "Made in England by Lever Brothers". With it, began an era of
marketing branded Fast Moving Consumer Goods (FMCG).
Soon after followed Lifebuoy in 1895 and other famous brands like Pears, Lux
and Vim. Vanaspati was launched in 1918 and the famous Dalda brand came to the market in
1937.
In 1931, Unilever set up its first Indian subsidiary, Hindustan Vanaspati Manufacturing Company,
followed by Lever Brothers India Limited (1933) and United Traders Limited (1935). These three
companies merged to form HUL in November 1956; HUL offered 10% of its equity to the Indian
public, being the first among the foreign subsidiaries to do so. Unilever now holds 52.10% equity
in the company. The rest of the shareholding is distributed among about 360,675 individual
shareholders and financial institutions.
The erstwhile Brooke Bond's presence in India dates back to 1900. By 1903, the company had
launched Red Label tea in the country. In 1912, Brooke Bond & Co. India Limited was formed.
Brooke Bond joined the Unilever fold in 1984 through an international acquisition. The erstwhile
Lipton's links with India were forged in 1898. Unilever acquired Lipton in 1972, and in 1977
Lipton Tea (India) Limited was incorporated.
Pond's (India) Limited had been present in India since 1947. It joined the Unilever fold through an
international acquisition of Chesebrough Pond's USA in 1986.
Since the very early years, HUL has vigorously responded to the stimulus of economic growth.
The growth process has been accompanied by judicious diversification, always in line with Indian
opinions and aspirations.

34. PageNo-34
The liberalisation of the Indian economy, started in 1991, clearly marked an inflexion in HUL's
and the Group's growth curve. Removal of the regulatory framework allowed the company to
explore every single product and opportunity segment, without any constraints on production
capacity.
Simultaneously, deregulation permitted alliances, acquisitions and mergers. In one of the most
visible and talked about events of India's corporate history, the erstwhile Tata Oil Mills Company
(TOMCO) merged with HUL, effective from April 1, 1993. In 1996, HUL and yet another Tata
company, Lakme Limited, formed a 50:50 joint venture, Lakme Unilever Limited, to market
Lakme's market-leading cosmetics and other appropriate products of both the companies.
Subsequently in 1998, Lakme Limited sold its brands to HUL and divested its 50% stake in the
joint venture to the company.
HUL formed a 50:50 joint venture with the US-based Kimberly Clark Corporation in 1994,
Kimberly-Clark Lever Ltd, which markets Huggies Diapers and Kotex Sanitary Pads. HUL has
also set up a subsidiary in Nepal, Unilever Nepal Limited (UNL), and its factory represents the
largest manufacturing investment in the Himalayan kingdom. The UNL factory manufactures
HUL's products like Soaps, Detergents and Personal Products both for the domestic market and
exports to India.
The 1990s also witnessed a string of crucial mergers, acquisitions and alliances on the Foods and
Beverages front. In 1992, the erstwhile Brooke Bond acquired Kothari General Foods, with
significant interests in Instant Coffee. In 1993, it acquired the Kissan business from the UB Group
and the Dollops Icecream business from Cadbury India.
As a measure of backward integration, Tea Estates and Doom Dooma, two plantation companies
of Unilever, were merged with Brooke Bond. Then in 1994, Brooke Bond India and Lipton India
merged to form Brooke Bond Lipton India Limited (BBLIL), enabling greater focus and ensuring
synergy in the traditional Beverages business. 1994 witnessed BBLIL launching the Wall's range
of Frozen Desserts. By the end of the year, the company entered into a strategic alliance with the
Kwality Icecream Group families and in 1995 the Milkfood 100% Icecream marketing and
distribution rights too were acquired.
Finally, BBLIL merged with HUL, with effect from January 1, 1996. The internal restructuring
culminated in the merger of Pond's (India) Limited (PIL) with HUL in 1998. The two companies
had significant overlaps in Personal Products, Speciality Chemicals and Exports businesses,
besides a common distribution system since 1993 for Personal Products. The two also had a
common management pool and a technology base. The amalgamation was done to ensure for the
Group, benefits from scale economies both in domestic and export markets and enable it to fund
investments required for aggressively building new categories.
In January 2000, in a historic step, the government decided to award 74 per cent equity in Modern
Foods to HUL, thereby beginning the divestment of government equity in public sector
undertakings (PSU) to private sector partners. HUL's entry into Bread is a strategic extension of
the company's wheat business. In 2002, HUL acquired the government's remaining stake in
Modern Foods.
In 2003, HUL acquired the Cooked Shrimp and Pasteurised Crabmeat business of the Amalgam
Group of Companies, a leader in value added Marine Products exports.

35. PageNo-35
HUL launched a slew of new business initiatives in the early part of 2000’s. Project Shakti was
started in 2001. It is a rural initiative that targets small villages populated by less than 5000
individuals. It is a unique win-win initiative that catalyses rural affluence even as it benefits
business. Currently, there are over 45,000 Shakti entrepreneurs covering over 100,000 villages
across 15 states and reaching to over 3 million homes.
In 2002, HUL made its foray into Ayurvedic health & beauty centre category with the Ayush
product range and Ayush Therapy Centres. Hindustan Unilever Network, Direct to home business
was launched in 2003 and this was followed by the launch of ‘Pureit’ water purifier in 2004.
In 2007, the Company name was formally changed to Hindustan Unilever Limited after receiving
the approval of share holders during the 74th AGM on 18 May 2007. Brooke Bond and Surf Excel
breached the the Rs 1,000 crore sales mark the same year followed by Wheel which crossed the
Rs.2,000 crore sales milestone in 2008.
On 17th October 2008 , HUL completed 75 years of corporate existence in India.
“ The promise was clear: To create a company that wouldn’t be about bricks, mortar or sales
graphs, but driven by something for more potent. Something that would stand the would stand the
test of time: relationships”

36. PageNo-36
We're constantly developing our brands and products to
keep pace with the changes in consumers lives.
Unilever’s mission to add vitality to life. We meet everyday
needs for nutrition, hygiene
and personal care with brands that help peoplefeel good,
look good and get more out of life.

37. PageNo-37
BOARD OF DIRECTORS
BOARD OF DIRECTOR’S:-
Mr. Harish Manwani - Chairman
Mr. Nitin Paranjpe - CEO and Managing Director
Mr. R. Sridhar - Chief Financial Officer
Mr. GopalVittal - Executive Director, Home & Personal Care
Mr Pradeep Banerjee - Executive Director, Supply Chain
Mr. D. S. Parekh - Independent Director
Mr. A. Narayan - Independent Director
Mr. S. Ramadorai - Independent Director
Dr. R. A. Mashelkar - Independent Director
Management Committee

38. PageNo-38
Mr. Nitin Paranjpe - CEO and Managing Director
Mr. R. Sridhar - Chief Financial Officer
Mr. Shreejit Mishra - Executive Director, Foods
Mr. GopalVittal - Executive Director, Home & Personal Care
Mr. Hemant Bakshi - Executive Director
Mr Pradeep Banerjee - Executive Director, Supply Chain
Ms. Leena Nair - Executive Director, HR
Quality Policy
Unilever’s mission is to meet everyday needs for nutrition, hygiene and personal care with
brands that help people feel good, look good and get more out of life. And a key requirement is
building in the quality expectations of our consumers into our products.
Our Commitment
To win consumers’ confidence and loyalty, we need to consistently deliver branded products of
excellent quality. We understand the different needs of our consumers and customers and strive
to develop and deliver superior brands to ensure that they’re the preferred choice. And by
applying consistently high standards, we’re able to do things right first time, cut waste, reduce
costs and drive profitability.
Our Quality Policy describes the principles that everyone in Unilever follows, wherever they are
in the world, to ensure that we are recognised and trusted for our integrity, the quality of our
brands and products, and the high standards we set.
Principles of the Quality Policy
 Putting the safety of our products and our consumers first.
We have stringent mandatory quality standards in place against which compliance is
verified through regular audits and self assessments. These standards ensure we design,
manufacture and supply products that are safe, of excellent quality, and conform to the
relevant industry and regulatory standards in the countries in which we operate.
Comprehensive management procedures are in place to mitigate risks and to protect our
consumers and markets.
 Putting consumers and customers at the heart of ourbusiness
We actively engage our consumers and customers, translating their needs and
requirements into our products and services, thus creating consumer value wherever we
position our products. This is at the very heart of our innovation process.
 Quality is a shared responsibility
Quality and consumer safety is the responsibility of every Unilever employee and

39. PageNo-39
Unilever demonstrates visible and consistent leadership to meet this policy. The drive for
quality, in all that we do, is a passion reflected in our brand development, manufacturing
and customer service processes and is also expected of our business partners. We
partner with stakeholders to provide leadership, promote transparency and share best
practice. And we’ve forged effective working relationships with suppliers and contract
manufacturers.
 Building and maintaining excellent systems to ensure the quality and safety of our
products
We’re proactively and continuously developing our systems and processes to ensure
quality and safety throughout the whole value chain, and we’re setting a benchmark for
the business. We provide appropriate training and resources, and will ensure that we
deliver our quality objectives and targets. We regularly measure and improve our
performance using both internal and external measures.
We actively promote our Quality Policy and have a quality assurance organisation in place to
ensure consistency and visibility of quality standards, processes and performance indicators
across all Unilever businesses at all levels, and to anticipate and develop future quality capability
requirements.
Strategic Direction
Hindustan Unilever Ltd.-the Strategic Direction
 One stop shop for health and home care products.
 Build on our core competency of direct sales.
 Flanking strategy on retail shelf.

40. PageNo-40
 Leverage on customer database.
 Total cleaning approach for industrial and institutional customer.
Environment
The intention of the institute is not to play role of an activist; but to concentrate on one of the
most important environmental factors namely “Water”, to leverage the expertise of its parent
company, i.e., Hindustan Unilever Ltd. For doing social good towards society, to have non
commercial interaction with leading social bodies in achieving its goal and put maximum efforts
in conserving the root of my living existence, i.e., Water .
People
1. Hindustan Unilever people are the perfect example of a dynamic, highly motivated individual.
2. At the entry level, people with a fire in their belly come and join the company.
3. In Hindustan Unilever, they believe in promoting internal talent, grooming people from
becoming successful sales personnel to become a successful leader.
4. They understand the importance of this asset and great stress is laid on HRD and training.
5. They satisfy the lifestyle expectation of evolving Indian homes through innovative and value
of money products have been the hallmark of Eureka Forbes Limited, and the sales divisions
are committed to this mission.
6. Hindustan Unilever is a fine example of a strong organization built by its people.

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7. Hindustan Unilever strongly believes in the old Chinese proverb.
INTRODUCTION
TO
PROJECT TOPIC

42. PageNo-42
INTRODUCTION TO PROJECT TOPIC
India with a population of 120 crores is potentially one of the largest consumer markets in the
world. With urbanization and development of economy tested and interests of people changes
according as the advanced nation.
Marketing of any product depends upon the consumer’s wants, preferences, and taste. In market
we’ll consider things very carefully because FMCG is the essential consumer need purchased by
individual to fulfill the need and for refreshment also.
There’re many ways to consumer awareness & sell water purifier products in the market like
dealers distribution, kiosk (canopy), d2d, cold call(referral, database..) etc. but consumer
satisfaction is the thing those tell about the real potential or PLC of product.
Applying various tools and techniques every water purifier company like HUL, EURKA
FORBES, TATA, KENT etc. try to capture the market. .
To increase the sales of water purifier products initially, the position of the company in the market
is to offer various range of products. Potentiality of given products of the company strike rate of

43. PageNo-43
the company products and finally the current market share of the company products in the same
product profile segment of the market must be known to us. So that we can design and implement
the right marketing strategy for increase sales and consumer awareness as well as know the water
drinking Habbits and their satisfaction towards the specific product in the time of using it in Jaipur
City.
In making a market survey of “STUDY OF CONSUMER SATISFACTION FOR HUL PURE
IT”, I along with help my team members meet about 200 peoples. In the area which provided by
my company guide to me , we tried to find out the satisfaction of our products, brand and product
awareness among the people.
PROJECT PROFILE
 TITLE OF THE STUDY
 OBJECTIVE OF THE STUDY
 SCOPE OF THE STUDY
 RESEARCH METHODOLOGY
 UNIVERSE
 SAMPLING TACHNIQUE
 RESEARCH DESIGN
 LIMITATION OF STUDY
TITLE OF THE STUDY
“STUDY OF CONSUMER SATISFACTION FOR
HUL PURE IT IN NORTHEN JAIPUR”

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OBJECTIVE OF THE STUDY
The main objective of research was to understand the response of the people about HUL pure it
including its sales and demand. To find out the influence which customer make on the purchasing
decision of a particular brand. The research also aimed at finding out the satisfaction level of the
Customer(sells) and as well as Consumers(water drinking habit) from particular product and
finding out brand preference, brand awareness, brand loyalty and to know whether there exists
any relationship between the buying behavior of the consumer and their influence on customer.
 To find out availability of HUL products (pure it) in market.
 To make awareness towards water born diseases.
 To find out the sales and scope in the market.
 To find out the strength & weakness of competitor.
 To find out the demand of the HUL products (pure it).
 To find out some new suggestions from customers.
 To find out that, what improvement should be on product.
 To find out customer behaviour towards HUL(pure it)
 To find out satisfaction level of consumer
SCOPE OF THE STUDY
The researchers conducted study on a wide platform but still there is further scope of study.
 This research is vital to maintaining and improving a company’s overall
competitiveness in the market.
 This research’s main aim for gaining insight water drinking habit.
 This project aims to understanding the availability and demand of the products that
helps for the future and continually collect and evaluate information to identify future
market opportunities and threats.

45. PageNo-45
 This research will help to continue keeps the good relationship with customers.
 This research will help to make brand image in the market who as already established
in the corporate by the other HUL products.
RESEARCH METHODOLOGY
UNIVERSE:
In the data of the sampling, large sample units are preferred to get the accurate outcome of the
research. I took two place as a sample for survey i.e. Vidhyadhar nagar and Shastri nagar in
Northern JAIPUR.
SAMPLE SIZE:
100 Units(I was take the sample size 100, because of to ease the calculate the data)
SAMPLING TECHNIQUE

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I have used ‘Random Sampling Technique’. It could also be defined as procedure in which each
member of the population has an equal chance of being included in the sample and a way of
choosing samples which ensure that all members of the population have an equal chance of being
selected and an equal chance of being allocated to any sample.
RESEARCH DESIGN
I have used Descriptive Research which includes survey and fact-finding enquiries of different
kinds. The main characteristics of this method are that the researchers have no control over the
variables; he can only report what has happened or what is happening. The major purpose of
descriptive research is description of the state of affairs as exists as present.
 Problem to customer with their respective water purifier company.
 Taste and preference of retailers and consumers to the brand.
 Strategy of different players in the market.
 Different schemes of different brands.
DATA COLLECTION
The data has been collected both from primary as well as secondary sources as described below-
PRIMARY SOURCES:
The primary data was collected through the following methods.
OBSERVATION METHOD:
It is the most commonly used method, as observation becomes scientific tool and method of data
collection for the researcher.

47. PageNo-47
QUESTIONNAIRE METHOD
This method of data collection is quite popular in case of big inquiries. This method will be the
main source for gathering information in project.
SECONDARY SOURCES:
Apart from the primary data sources the secondary data were also collected from the various
websites and books, journals relevant to subject. This was mainly to get an understanding of the
operational side of the market.
1. Company data
2. Company Journals, refrences.
DATA ANALYSYS
&
INTERPRATATION

48. PageNo-48
DATA ANAYLYSIS & INTERPRATATION
SURVEY REPORT ON SAMPLE SIZE OF 100 PEOPLE
Do you use any kind of water purifier at home or office?
o Yes
o No

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INTERPRATATION :-
In this survey I found that 60% people using the some specific water purifier (pure it, aqua-guard,
Kent etc.)
( as my survey collect data )
60% - 60 People say YES
40% - 40 people say NO
If yes, which purifier do you use?
o Aquagurd or Aquasure
o Pureit
o Kent Water Purifier
o Philips
o Whirlpool pure fresh

50. PageNo-50
INTERPRATATION:-
60% - 60 People who says yes for using any specific water purifier, those water purifiers as
follows:-
21 People use – Aquaguard
24 People use – Pure it
10 People use – Kent
03 People use – Philips
02 People use – Others ( whirlpool, etc.)
On the Price of your water Purifier? (for Pure it users )
 Affordable
 High
 Should be Revised

51. PageNo-51
INTERPRATATION:-
In during this survey, I found the pricing factor (pricing policy) of water purifier in people point
of views those using water purifiers.
According the collected data I found that :-
72% People say – Affordable
21 %People say – High
7% People say – Revised
Is your water purifier backed by dependable after sales service?
o Yes
o No
o Exceptional

52. PageNo-52
INTERPRATATION:-
I found that there are different opinion about this product for its product after sales service
dependability. The no. people say:-
YES – 41%
NO – 52%
EXCEPTIONAL – 7%
How will you rate our product Compared to other products of (aqua guard, Kent, Pure it,
LG)?
( ) Much better
( ) Better
( ) Same
( ) Worst

53. PageNo-53
INTERPRATATION:-
For knowing the product preference (pure it) , I found some result, this product have a good
response from people .there are some different opinion from people side , among of them say:-
15% - Much better
5 % - Better
3% - Same
1% - worst
Overall how satisfied are you with the product?
( ) Very satisfied
( ) Somewhat satisfied
( ) Unsatisfied.

54. PageNo-54
INTERPRATATION:-
In this survey, I found the overall satisfaction of this product is higher, according the collected the
data the people say:-
62% - Very satisfied
28% - Some satisfied
10% - Unsatisfied
How satisfied are you with customer service received?
( ) Very Satisfied
( ) Satisfied
( ) Neutral

55. PageNo-55
( ) Dis satisfied
( ) Very dissatisfied.
INTERPRATATION:-
Mostly customers are satisfied with their water purifier. So basically the water purifier providing
services as per customer requirements. But some customers are not satisfied due to poor service
quality, irregular service feedback procedure. The result are:-
43% - Very satisfied
22% - Satisfied
15% - Neutral
12% - Dissatisfied
8% - Very dissatisfied
Will you recommend the product?
( ) Yes
( ) NO

56. PageNo-56
INTERPRATATION:-
During this survey I found the result in regarding to recommendation for this specific product ,
according the collected data people say :-
35 % say – YES
65 % say – NO
Would you like to be update by HUL for ?
( ) New Product
( ) Health, Hygiene & Safety Periodicals

57. PageNo-57
INTERPRATATION:-
According the data for updating the Hul (pure it ) Product or another word we can say, to know
that how the HUL update ourself for stable & capture the market , people were focusing on two
factor this are :-
New product – 40%
Health hygiene & safety periodicals – 60%
Suggestions on
( ) Product Design
( ) Technology

58. PageNo-58
( ) Service
( ) Pricing.
INTERPRATATION:-
In this survey I found suggestion from people those are related on the area for improvement in
product these are as follows:-
Product design – 20%
Technology – 14%
Service – 18%
Pricing – 8%
FINDING & RECOMMENDATION FROM THE PROJECT
As per the survey done following were the findings and recommendations of the survey:

59. PageNo-59
 Price structure (Parts value) should be revised, and up gradation may require for
gain market.
 Customer service is something which company should pay more attention at.
 All models not available for display in retail outlets& for prospective customers
and also brochures should be made available.
 Sales person at the retails counters and with customer should have proper
knowledge about the product.
 Should focus more on brand awareness.
 Technological & other aspects should be re considers and re- christened.
 To know about the buying behavior of customer regarding purchase of water
purifier
SOME OTHER SUGESSTION
 Maintain long term customer relationships by providing valuable after
sales service,
 Promotional events should be done in a regular basis to keep the people aware about
the new technologies and products and also to prevent new
companies from capturing the market,
 The company should take initiative to give maximum features and design
In minimum price range.
LIMITATION OF THE STUDY
Every research is conducted under some constraints and this research is not an exception.
Limitations of the study are as follows:

60. PageNo-60
 The study is limited to the areas of JAIPUR.
 The sample size of only 100 was taken from a large population for the purpose of study,
so the can be difference results of the sample from total population.
 Non availability of adequate data also limited the scope of the study to some extent.
 As the data was collected through the questionnaire, I faced the limitation that
respondents were unwilling to provide information.
 Consumer was reluctant to go into details because of their busy schedules.
 Due to continuous change in environment, what is relevant today may be irrelevant
tomorrow.
CONCLUSION
We had conducted the market survey in the NORTHERN JAIPUR.

61. PageNo-61
We had chosen our product as PURE IT because people are very cautious about their health
these days, and are very particular about their drinking water. In such a scenario most of the
people are using water purifier; the company which stable in the market is Hindustan
unilever limited.
We had used the Random sampling method to do the project survey. Under this method we
had chosen a sample of 100 people from various areas of the city. The sample includes both
higher and lower potential people.
We had done the survey in an organized way. We had divided the town into different areas,
they are-
o Vidhyadhar nagar
o Shastri nagar
We had met different kinds of people, coming from different religion and states of the society, in
these areas. Thus we came to know about the different views of these people.
After the survey we came to a solution that the people of JAIPUR are very much aware of PURE
IT and maximum of them are satisfied with the product. We came across some people who are
using PURE IT for more than 2 years. Although maximum people are satisfied with the product
but still there a pinch of dissatisfaction among some of the consumers. But the ratio of these
people are negligible. And we found that :-
1 -The company should be more attention towards their service providing procedure for capture
the market.
2 - They tried for maintain faith at the point of people which are show how much people satisfied
with you (company).
The Random sampling method has helped us a lot in doing the market survey. This is because
this type of sampling attempts to obtain a sample convenient elements and often respondents
are selected because they happen them to be at right place at the right time.
ANNUXURE- 1

62. PageNo-62

63. PageNo-63
HUL(PURE-IT) PRODUCT SURVEY QUESTIONARE
QUESTIONNAIRE FOR PROSPECTIVE CUSTOMER
Name:
Address:
Phone No.: M- R- O-
1.What is your existingdrinkingwater source?
Municipal
Bore well
Cannedwater
Tanker
Don’tknow
2.How do you treat your water drinkingwater?
Do nothing
Boiledwater
Use candle filteredwater
Cannedwater
Use electrical waterpurifier
Use nonelectrical waterpurifier
3.What type of purifierdoyou use ?

64. PageNo-64
Electrical waterpurifier
No electrical waterpurifier
If boiling or using water purifier:-
4.How much moneyused to maintain the specificwater purifieror boilingtechnology?
Lessthen1000
1000-2000
More than 2000
Don’tknow
5.How much time consume to use this technology?
20 min.
30 min.
60 min.
More than 60 min.
Don’tknow
6.Benefitsaccording to consumer?
…………………..
7.What problemthe consumerfaced during the use of thisspecifictechnology?
……………………
8.How much overall cost of the specifictechnology?
1000
2000
3200
More than 3200
9.Satisfaction level ofconsumer?

65. PageNo-65
Highlysatisfied
Satisfied
Good
Average
Low satisfied
Notsatisfied
Highlynotsatisfied
10.Do you know that 80% of the disease in our country are water bound?
Yes
No
11.Do you know that boiledwater isnot necessarilysafe water?
Yes
No
12.Do you know that filtrationof water can’t decontaminate the water?
Yes
No
13.Will you be interestedinknowingabout a product that gives“as safe as boiledwater” without
needingelectricityandmeetstough germ kill standard?
Yes
No
DATE –
SIGNATURE-
ANNEXURE-2

66. PageNo-66
PPRROODDUUCCTT CCAATTEEGGOORRIIEESS OOFF hhuull
Hindustan Unilever Limited has been the pioneer in the field of Food brand, Home care brands,
personal care brands, water purification systems, Nutrition, Health, Hygiene & beauty products .
Eureka Forbes Ltd. revolutionized the Indian market by introducing products like, Water
Purification System(2004).
The following are the basic products of Hindustan Unilever Ltd., which has always promised to
provide safe and healthy living.
1. Water Purification System.
2. Food Brands.
3. Home Care Brands.
4. Personal Care Brands.
5. Nutrition.
6. Health, hygiene & beauty
Water Purification System.

67. PageNo-67
Pureit is the world’s most advanced in-home water purifier. Pureit, a breakthrough offering of
Hindustan Unilever (HUL), provides complete protection from all water-borne diseases,
unmatched convenience and affordability.
Pureit’s unique Germkill Battery technology kills all harmful viruses and bacteria and removes
parasites and pesticide impurities, giving you water that is "as safe as boiled water". It assures
your family 100% protection from all water-borne diseases like jaundice, diarrhea, typhoid and
cholera. What’s more, it doesn’t need gas, electricity or continuous tap water supply.
Pureit not only renders water micro-biologically safe, but also makes the water clear, odourless
and good-tasting. Pureit does not leave any residual chlorine in the output water.
The output water from Pureit meets stringent criteria for microbiologically safe drinking water,
from one of the toughest regulatory agencies in the USA, EPA (Environmental Protection
Agency).
The performance of Pureit has also been tested by leading scientific and medical institutions in
India and abroad.
This patented technological breakthrough has been developed by HUL. This state-of –the-art
engineering developed by a team of over 100 Indian and international experts from HUL and
Unilever Research Centres has made Pureit possible at the consumer price of just Rs. 2000
Pureit runs with a unique ‘Germkill Battery Kit’™ that typically lasts for 1500 litres* of water. The
‘Germkill Battery Kit’™is priced at Rs.365. This means consumers will get 4 litres of water that is
‘as safe as boiled water’ ™ for just one rupee, which works out to an extremely affordable 24
paise per litre.
Pureit in-home purification systemuses a 4 stage purification process to deliver “as safe as
boiled water” without the use of electricity and pressurized tap water. Pureit purifies the input
drinking water in four stages, namely;
1. Micro-fiber MeshTM - Removes visible dirt
2. Compact Carbon TrapTM - removes remaining dirt, harmful parasites & pesticide impurities
3. Germkill ProcessorTM – uses 'programmed chlorine release chlorine technology' and its stored
germkill process targets and kills harmful virus and bacteria1
4. PolisherTM – removes residual chlorine and all disinfectant by-products, giving clear odourless
and great tasting water
5. Battery Life Indicator - Ensures total safety because when the germkill power is exhausted,
the indicator turns red, warning you to replace the battery

68. PageNo-68
Advanced Auto-Switch off - In case, the battery is not changed when it turns fully red, as an
additional assurance of safety, the advanced Auto-Switch off will automatically switch-off the
flow of water.
Protect your loved ones with a Pureit today!
You can ask for a free home demonstration of Pureit. A trained Pureit Water Expert will visit your
home and give you a detailed demonstration of how Pureit works.
*At a water temperature of 25° Celsius, in moderate humidity
conditions
Pureit-Blue Pureit-Maroon
Food Brands

69. PageNo-69
HUL is one of India’s leading food companies. Our passion for understanding what people want
and need from their food - and what they love about it - makes our brands a popular choice
Brooke Bond 3 Roses
Playful banter, a little mischief, serious conversation… there’s no time for young couples like the
time spent sharing a cup of 3 Roses.
Annapurna
Partnering with the mom in nurturing her dreams, Annapurna Atta is aimed at helping her
provide wholesome tasty nutrition to her family.
Red Label
India’s favourite cup of tea, the great taste of Red Label brings people closer together and
strengthens relationships.
Brooke Bond Taaza
Brooke Bond Taaza lifts me and unshackles my mind, allowing me to see and realize possibilities.

70. PageNo-70
Taj Mahal
Brooke Bond Taj Mahal is an exclusive selection of teas for the discerning consumer.
Bru
Ek cup Bru aur mood ban jae…
Kissan
With Kissan, good food is loved not shoved!
Knorr
Knorr helps families make meal times special, nutritious, tasty and healthy.

71. PageNo-71
Kwality Wall’s
A good honest scoop of daily pleasure.
Lipton
Lipton has a range of vitality teas that truly encompass the goodness of tea.

72. PageNo-72
Home Care brands.
HUL has a diverse portfolio of brands offering home care solutions for millions of consumers
across India.
Active Wheel
Active Wheel de "Mehnat se Aazadi" Freedom from painful & tiring laundry
Cif
Cif- the best cleaner to let you shine.
Comfort
The world’s largest fabric conditioner brand.
Domex
The sheer power of Domex bleach gives you the confidence you need, eradicating all known
germs.

73. PageNo-73
Rin
Rin provides ‘best in class whiteness’ which is demonstrable.
Sunlight
Sunlight is a color care brand
Surf Excel
Giving your kids the freedom to get dirty and experience life, safe in the knowledge that Surf
Excel will remove those stains
Vim
Created in 1885, the Vim brand is still innovating and using the magic of natural ingredients to
create unbeatable results over a hundred years later.

74. PageNo-74
Personal Care Brands
Our personal care brands, including Axe, Dove, Lux, Pond's, Rexona and Sunsilk, are recognised
and love by consumers across India. They help consumers to look good and feel good – and in
turn get more out of life.
Aviance
Aviance enables women actualize their unique potential through expert customized beauty
solutions.
Axe
Axe with Best Quality Fragrance
LEVER Ayush Therapy
LEVER Ayush aims to help a new generation of Indians rediscover everyday health and vitality
through customized Ayurvedic solutions.

75. PageNo-75
Breeze
Breeze, with the goodness of glycerine gives soft, fragrant and smooth skin.
Clear
New Clear with Essential Oils, guarantees Zero dandruff and leaves your hair feeling fabulous.
Clinic Plus
Clinic Plus is India’s largest selling shampoo and has won the trust the millions of families
across India.
Closeup
Freshness that brings you Closer
Dove
Dove stands for real beauty. All around the world, Dove is making real women feel more
beautiful!

76. PageNo-76
Fair & Lovely
More than 30 years ago, a unique brand was born. Wrapped within a humble lavender tube, it
went on to become the World’s No.1 Fairness cream.
Hamam
Holistic skin care experiences perfected over the ages to deliver healthy, beautiful skin
Lakme
Lakme is an ally to the Indian Woman and inspires her to express her unique beauty and
sensuality. Thus, enabling her to realize the potency of her beauty.
Lifebuoy
Lifebuoy is available in multiple variants in soaps and specialist formats such as liquid
handwash, catering to the entire family.
Liril
Awaken, and enliven your senses with a Liril bath.

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Lux
Lux believes in passion for beauty. It continues to be a favorite with generations of users for a
sensuous experience of luxury.
Pears
Pears – the purest and most gentle way to skincare!
Pepsodent
Pepsodent India is committed to improve the overall Oral health of Indians.
Pond’s
Get the expert to look after your skin
Rexona
Rexona gives you 24 hr protection from sweat and body odour and therefore the confidence to
handle whatever the day has in store.

78. PageNo-78
Sunsilk
Sunsilk encourages young women in India to live for today. Sunsilk helps you transform the
beauty of your hair instantly because LIFE CAN'T WAIT!!
Vaseline
Your skin is amazing. It deserves to be treated as such.

79. PageNo-79
Nutrition
We've created policies and guidelines to ensure we always act responsibly when it comes to
health and nutrition.
Acting responsibly
Millions of people around the world enjoy the foods and drinks we create. So the ingredients we
use, the formulations, and the way we advertise and market our brands can potentially make a
big impact on global health.
We aim to act responsibly and have a strong nutrition policy. We've also developed a carefully
considered approach to health and nutrition which includes:
 encouraging a balanced diet with the right amount of proteins, carbohydrates, fats,
vitamins and minerals
 developing a growing range of low fat, low sugar, low calorie alternatives, plus more
'active health' products
 marketing responsibility our foods and beverages and helping to reduce over-consumption
 helping people understand the nutritional benefits of our products
 creating products that reflect the fact that people will only eat foods that they enjoy
 having sound specific evidence underpinning all our claims
 making significant contributions to researching the relationship on nutrition and health,
such as the effects of good fats (unsalted fats), fruits & vegetables and vitamins and
minerals
Clear communication
We've also developed a set of marketing principles to ensure we're always 'honest, decent and
truthful' in our communication – which include special principles on advertising to children.
As well as excluding anything that appears to condone over-consumption in our marketing, we
also prohibit anything that undermines the promotion of healthy, balanced diets and lifestyles,
or misrepresents snacks as meals. We will also make sure that any claims made in our marketing
about any of our products are supported by scientific evidence.
Under our principles for marketing to children, we ensure our advertisements don't convey
misleading messages, don't undermine parental influence, don't encourage pester power, don't
suggest time or price pressure, don't encourage unhealthy dietary habits, and don't blur the
boundary between promotion and content.
In addition, as well as supporting the development of international self-regulatory codes for all
marketing and advertising, we recently agreed to voluntarily restrict all paid marketing
communications (with the exception of packaging) directed primarily at children under the age
of six years.
We believe that by putting these principles in place, we're not only doing the right thing, but
we're being proactive through voluntary self-regulation – instead of simply reacting to external
pressures.

80. PageNo-80
Health Hygiene & beauty Brands
Unilever's vitality mission is a mandate to help people feel good, look good and get more out of
life. At the heart of this mission is hygiene and health through hygiene.
At the heart of our mission
What does 'vitality' really mean to billions of people in the world? How does it manifest itself in
their lives? What does it add to their lives when it is present? What are the consequences when it
is absent?
The desire to be clean, active, energetic and healthy is common to every person, whether young or
old, whether rich or poor. To billions in the developing world, health is simply the absence of
illness. For them, health is the ability to go to work, to provide a square meal for their families.
For their children, health is the ability to play, to go to school, to work towards a better future. For
the affluent, health is more than just physical well being. For them the signs of good health –
being active, energetic, feeling good, looking good – allow them to get the most out of life. Yet
for the millions of mothers who lose their children to diarrhoea and upper respiratory infections,
health is simply about staying alive.
New risks
"The risks are likely to intensify," says Sally Bloomfield, a member of the International Scientific
Forum on Home Hygiene (IFH), which receives an educational grant from Unilever. "As
populations age and the incidence of immuno-deficient diseases such as AIDS rises, more people
will be vulnerable to the consequences of poor hygiene."
"Infectious diseases are also hopping around the world quicker than before due to globalisation, as
we saw with SARS and now with Swine Flu. In some cases, you can't treat these with antibiotics
as they're viral; others are bacterial but resistant to antibiotics, such as the hospital superbug
MRSA (Methicillin Resistant Staphylococcus Aureus)."
New pathogens – agents that can cause disease – are also constantly appearing. Since the 1970s, at
least one new pathogen has been recorded each year. Good hygiene is often the only way to avoid
many pathogens and their consequences.
A simple solution
One of the main stumbling blocks, says Dr Val Curtis at the London School of Tropical Medicine
and Hygiene, is that most people do not use one of the world's most basic and widely available
home hygiene products – the humble bar of soap.
"Hands are a superhighway for transmitting germs, but most people don't wash their hands with
soap and water at key times," she explains. "In the UK, for example, only 30% of people wash
their hands after going to the toilet and only 43% after changing a nappy." The statistics in
developing countries are similar.
Health through hygiene
So what's Hindustan Unilever doing?
One of our oldest brands, Lifebuoy, exemplifies our commitment to champion health through
hygiene for everyone.

81. PageNo-81
BIBLOGRAPHY
WEBSITES
www.hul.com
www.customercomplaint.in
www.golakindia.com
www.icmrindia.org
www.compareindia.com
www.pureit.in
Books
1. Coney, Hawkins best, “Consumer behavior”, 8th Edition , 1-14, 393-418.
2. Kotler Philip, “Marketing Management”, Millennium Edition, 176-182, 202-
204,
3. Zikmund ,William g, “Business Research Methods”, 5th edition, 6-7, 54-55,
292-298.
4. Loudon&DellaBitta, “Consumer Behavior”, 1003 Edition, 432-433.
5. Schiffman,Leon G. &Kanuk, Lesie Laser, “Consumer Behavior” 6th Edition,
234-238.
6. “Marketing Research” by G.C Beri.
7. Thesis on water purifier.

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