Consumer Satisfaction Survey

1. GANSONS Ltd.
Summer Project Report
By: - ONKAR SULE

2. About GANSONS
• Established on : - 19th August 1947.
• Founder : - Late Sri G.N Banerjee at Lalbaug,
Mumbai.

3. GANSONS
• Designed and manufactured numbers of equipments.
• Gansons Nagpur Unit is the biggest set-up for manufacturing Tailor made
equipments.
• International standards, leading list of clients.

4. About Gansons Ltd, Thane:
 Gansons Ltd. at Thane (registered office) is the head office for
Gansons Group.
 Business administration office and manufacturing plant.
Business associates: Quadro, Innojet.
Major business: Manufacturing of pharma equipments.

5. VISION & MISSION
• VISION : - To manufacture gas plants and
laboratory equipments for
pharmaceutical labs.
• MISSION : - To be the leader in the Pharma
Equipment industry.

6. The Project:
• Title:
– Customer Relationship Program
• Project Description:
– 1. Surveying Customers (E-Survey)
– 2. Creation of database based on survey
– 3. Analyzing data and projecting information

7. Objectives of the project:
• Find the current satisfaction level of customers.
• Point out shortcomings in business process.
• Current competition mapping
• Find the area of improvement.

8. What is CUSTOMER RELATIONSHIP PROGRAM ?

9. Phases of System Development.

10. Result of System Development Phase.
E-mail Design
Form Layout

11. Observations from the Data Collected.
• Average Rating.
• Ratings for Gansons Product Quality with respect to its
competitors.
• Ratings for Gansons Product Price with respect to its
competitors.
• Ratings for Gansons Product Delivery with respect to its
competitors.
• Ratings for Gansons After Sales Service with respect to its
competitors.

12. 0
1
2
3
4
5
6
7
8
A B C D E F G H I
Series1 8 7.6471 7.5294 7.5686 5.8824 6.3137 6.4902 7.2941 7.0196
Series1
Product Quality Product Price Product
Delivery
Pre Selling
Response from
Gansons Ltd.
Post Selling
Responseb from
Gansons Ltd.
Product
Spares
Documentation &
Manual
Site
Perform
ance
Rate Ganson
Ltd. with
respect to
current
competitors
7.45098039 7.64705882 7.529412 7.568627451 5.882352941 6.3137255 6.490196078
7.294117
647
7.019607843
Average Rating

13. 0
2
4
6
8
10
Average Rating for Competitor Average Ratings for Gansons

18. Observations:
• Good ratings for product (quality, price, delivery).
• Good ratings for documentation, manual, spare parts, etc.
• Rated well in competition.
• Issue with post selling response.
• Was Compared with ‘Pam Glatt’ by most of the customers.
• Issue seems to be with interactions between company and
customers.

19. Additional Findings:
• Comments and additional enquiry.
• Updated contact details.

20. Suggestions & Recommendations:
• Increasing quality of Interaction with customers.
• Showing the Feeling of concern and
Importance given.
• Visiting customers or Organizing Events.
• Dividing customers into few groups of priority
for interactions.
• Use of 80-20 rule of business for dividing
customers into groups of priority for interactions.

21. Limitations of project:
• Customers in different
geographical area
• E-mail based survey
• Bias reply or Random
clicks
• Taking survey on
behalf of superiors