A Project on Marketing Research

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A study on
CUSTOMER SATISFACTION TOWARDS SANTOOR SOAPS, IN
KONDAPI TOWN
A Mini Project Report submitted to Department of MBA, JNTU, Kakinada in partial
Fulfillment for the Award of Degree of
MASTER OF BUSINESS ADMINISTRATION
Submitted by
K.SAI PRIYANKA
(Reg. No. 18491E0015)
Under the Esteemed guidance of
Mrs. J. ANUSHA RANI
Assistant professor
DEPARTMENT OF MASTER OF BUSINESS ADMINISTRATION
QIS COLLEGE OF ENGINEERING & TECHNOLOGY (AUTONOMOUS)
An ISO 9001: 2008 Certified Institution and Accredited by NBA
(Affiliated to JNTU, Kakinada and Approved by AICTE)
Vengamukkapalem, Pondur Road
ONGOLE –523 001

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DECLARATION
I hereby declare that the project titled “CUSTOMER SATISFACTION TOWARDS
SANTOOR SOAPS IN KONDAPI TOWN”. Submitted by me under the guidance of Mrs.
J. ANUSHA RANI, MBA Assistant professor of DEPARTMENT OF MASTER OF
BUSINESS ADMINISTRATION, Affiliated to JNTU, Kakinada. It Is my original work and
it has not been submitted to any others university or Institution for the award of any degree
of Diploma.
Place: K.SAI PRIYANKA
Date: (Reg. No. 18491E0015)

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QIS COLLEGE OF ENGINEERING & TECHNOLOGY (AUTONOMOUS)
DEPARTMENT OF MASTER OF BUSINESS ADMINISTRATION
An ISO 9001: 2008 Certified Institution and Accredited by NBA
(Affiliated to JNTU, Kakinada and Approved by AICTE)
Vengamukkapalem, Pondur Road
ONGOLE –523 001
CERTIFICATE
This is to certify that the project titled, “A STUDY ON CUSTOMER
SATISFACTION TOWARDS SANTOOR SOAPS IN KONDAPI TOWN” is a bonafide
work carried out by Ms. K. SAI PRIYANKA Reg. No: 18491E0015, under my guidance and
supervision.
Signature of Guide signature of HOD
MRS. J. ANUSHA RANI Dr. D. RAGHAVA.
Assistant professor Professor.

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ACKNOWLEDGEMENT
It gives me pleasure to present this report. This report is outcome of study on“ A
STUDY ON CUSTOMER SATISFACTION TOWARDS SANTOOR SOAPS, IN
KONDAPI TOWN”. I got support from many people with out their help I would not got
success. I wish to record sincere appreciation and thanks to them.
I am very thankful to my guide Mrs.J. ANUSHA RANI MBA Assistant professor
Department of MBA for her guidance in bringing out this project.
I am very thankful to our HOD, Proff . Dr.D. RAGHAVA, Professor Department of
MBA for his support to complete this project.
I am thankful to Dr. D. VENKATARAO Principle of Qis college of engineering and
Technology for this encouragement and help through the M.B.A course.
Finally, I express my profound gratitude to my parents and friends for their cooperation
towards the completion of my project successfully.
K.SAI PRIYANKA.
(Reg. No: 18491E0015)

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CONTENTS
CHAPTERS PARTICULARS PAGE NO
CHAPTER-I 1-7
• Introduction
• Need of the study
• Scope of the study
• Objectives of the study
• Methodology
• Limitations of the study
CHAPTER-II
Review Of Literature 8-10
CHAPTER-III 11-18
Company profile
CHAPTER- IV 19-28
Data analysis & Interpretation
CHAPTER- V 29-31
Findings, suggestions, conclusions
ANNEXURE

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BIBLIOGRAPHY
LIST OF TABLES
TABLE
number
Title Page
Number
4.1 Gender 34
4.2 Marital status 35
4.3 Occupation 36
4.4 Why you purchase the santoor soap 37
4.5 What type of problems you faced in santoor soap 38
4.6 what you feel about your santoor soap performance 39
4.7 Do you Like the all essences offers in santoor soap 40
4.8 Do you wish to promote santoor soap to others 41
4.9 What is the major reason which initiated you to buy santoor soap 42
4.10 How much you will rate the Santoor soap service out of 5 43

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LIST OF GRAPHS
TABLE
number
Title Page
Number
4.1 Gender 34
4.2 Marital status 35
4.3 Occupation 36
4.4 Why you purchase santoor soap 37
4.5 What type of problems you faced in santoor soap 38
4.6 what you feel about your santoor soap performance 39
4.7 Do you Like the all features offers in santoor soap 40
4.8 Do you wish to promote santoor soap to others 41
4.9 What is the major reason which initiated you to buy santoor soap 42
4.10 How much you will rate the Santoor soap service out of 5 43

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CHAPTER – I
INTRODUCTION

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INTRODUCTION
SANTOOR- THE SECRET OF YOUNGER LOOKING SKIN IN INDIA
Sandal and Turmeric have been an essential part of the Indian woman’s skin care
regimen for centuries. The tradition of Haldiuptans was an integral part of the
bride’s wedding preparation- to make her skin look fairer and younger. Chandan
was used to enhance a woman’s skin- making it smoother and more beautiful. But
these traditional beauty treatments were too long and timeconsuming for the busy
Indian women to follow on a daily basis. With the passage of time these uptans
became rituals reserved only for special occasions. So there was an opportunity to
combine these traditional beauty treatments into one convenient form ..............and
Wipro did just that.
In 1986,Wipro brought these two traditional ingredients together ........and Santoor
was born. Santoor gave the Indian woman, nature’s traditional goodness at a
popular price. Targeted at the middle class housewife, Santoor combined the
natural goodness of two ingredients that she had grown up with - now for the first
time in a convenient soap. Santoor became the third largest selling popular soap in
India.
During this time Santoor steadily became synonymous with younger looking skin.
The times changed so did the Indian woman. She was no more the simple
housewife who stayed at home and looked after the kids. As the years went by she
became more outgoing and career oriented. To keep up with these changing times,
Santoor White was launched. Santoor White combined the goodness of two
premium ingredients sandal and milk of almonds, thus opening up a whole new
market. Santoor now reached out to a whole new urban woman- a woman who
excelled in her career as much as she excelled as a mother. It was an image that
would now personify every Santoor woman.
Santoor became the third largest selling popular soap in India. During this time
Santoor steadily became synonymous with younger looking skin. <br />The times

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changed so did the Indian woman. She was no more the simple housewife who
stayed at home and looked after the kids. As the years went by she became more
outgoing and career oriented. To keep up with these changing times, Santoor
White was launched. Santoor White combined the goodness of two premium
ingredients sandal and milk of almonds, thus opening up a whole new market.
Santoor now reached out to a whole new urban woman- a woman who excelled in
her career as much as she excelled as a mother.

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It was an image that would now personify every Santoor woman.Through the
years, as the brand grew, so did the imagery. The Santoor woman now rubbed
shoulders with celebrities Saif Ali Khan and Madhavan in the ads. She had a
glamourous career- where she was not only appreciated for her beauty but was
acknowledged for her achievements, both in her career as well as a mother. It was
an image that not only made Santoor extremely popular in its core market of
Andhra Pradesh and Maharashtra it became aspirational for women in newer
markets in the north and east of India. As the popularity grew so did its market
share. Santoor was now the largest soap in South India. It was also in the three
most popular soaps in Maharashtra and Karnataka. Santoor is now exported to 11
countries.
Today Santoor is more than just the regular orange soap. It now has a number of
exciting new variants- Santoor White, Santoor Glycerine and more recently
Santoor Honey and Apricot. Santoor has grown from a traditional south Indian
soap to a modern beauty soap that has carried the secret of younger looking skin
to more and more women across the country. Santoor is the secret of younger
looking skin of a wide range of women of different ages and income groups all
across the country.
Wipro's Santoor is largest soap brand in South India. Santoor, the flagship
sandalwood soap brand of Wipro Consumer Care and Lighting (WCCL) — the
FMCG division of IT major Wipro — has become the largest soap brand in South
India. WCCL closed the first quarter with a 29% increase in profit before interest
and tax (PBIT) to clock Rs 78.7 crore, against Rs 60.9 crorein the year-ago period.
“Santoor has notched up a market share of 15.1% (value terms) in South India in
the first quarter, according to market research agency AC Nielsen’s figures. This
was achieved on the back of a strong distribution network and communication in
rural areas,” president of WCCL, Santoor continues to be the third largest soap
brand with a 7.5% value market share in the first quarter of fiscal 2009-10.
The household business — including soaps, baby products and lighting — grew
14%. This was powered by an 18% growth in Santoor, a 30% growth in ayurvedic-
soap Chandrika and home lighting also saw some surge in business. WCCL’s
business contributed 9% to total revenue and 7% to the PBIT for the April-June
quarter. The institutional segment, which accounts for 18% of WCCL’s business,
remained damp.

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NEED OF THE STUDY
Customer is the king for any business, based on customer attitudes, buying
behaviour, and perceptions are causes for any business success or failure. In this
study needed to know buying behaviours of the customers in favour of Santoor
soaps, in kondapi region. Through this we can betterly understand about
purchasing, liking factors of santoor soaps in customer’s point of view.

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SCOPE OF THE STUDY
The Sample Size is Limited, So as to give the accurate information
regarding Customer Satisfaction.
The scope is very limited, because attitude & expectations of the people
change according to the time & situation.
Consistency was lacking with regard to the information given by few
customers.
The study is restrictedto the certain area, so it could not give whole picture
about Andhra Pradesh or India.
OBJECTIVES OF THE STUDY

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The study has been conducted in the Ongole town the respondents chosen
randomly the sample size has been limited to 100, which may restrict to scope of
complexity of the study. The scope of the project could be broadened if the project
duration is extended and the strength be raised.
Following are the objectives of the present study:
To Understand The Customer Satisfaction Towards santoor soaps
To know the awareness level towards santoor soaps in terms of quality and
side effects etc
To study the factors considered while buying the Santoor soaps.
To study the major competitors & market share of the Santoor soaps.
To give suggestions based on the study for the improvement of the product.

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METHODOLOGY
Research in common refers to a search for knowledge. Research
methodology is a way to systematically solve the research problem. It may be
understood as science of studying how research is done scientifically.
Sample Design:
The sample design which is used in the study is convenience sampling.
Respondents from kondepi were selectedon the basis of convenience.
Sample size:
Sample size taken for the study is 50 respondents.
Sources of data:
The data is collectedthrough in two ways:
Primary data:- The primary data was collected freshly and thus it was original in
character. It has been collected through questionnaire. The questionnaires were
given to the respondents when they visited respective show rooms.
Secondary data:- Secondary data are data which have already been collected by
someone. Its main sources are Journals, Newspapers, Magazines, and Internet etc.
Sampling Unit :
This study conducted in kondapi town.
Sampling technique Random sampling.
LIMITATIONS OF THE STUDY
The study is subject to the following limitations:

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a. The analysis of the present study has been carried out based on the
information has collected from the Santoor soap user who are
residing at kondapi .
b. The study is an opinion survey; caution may have to be exercised
while extending the result to other areas.
c. Due to time constrict only 150 numbers of respondents were
considered.
d. The result fully depends on the information given by the respondents
which may be based.

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CHAPTER- II
REVIEW OF LITERATURE
REVIEW OF LITERATURE
According to Ming, Ismail & Rasiah, brand awareness contributed to brand equity
creation in four main ways. Firstly, it created a brand node in the consumer‟s
memory. Secondly, it provided a sense of brand popularity in the consumer‟s
mind. Thirdly, it acted as a signal of trust in the brand. Lastly, it gave enough
reasons for the consumer to consider the brand in his consideration set.

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Aaker (1991) describes brand equity as a set of fundamental dimensions grouped
into a complex System comprising mainly: brand awareness, brand perceived
quality, brand loyalty and brand associations. Brand awareness is not only
prerequisite for brand equity but also influences perception and attitude which act
as a driver for brand loyalty. It is the ability of a potential buyer to recognize or
recall that a brand in a member of a certain product category. It is a link between
product class and brand .It involves a continuum ranging from an uncertain feeling
that a brand is recognized, to a belief that it is the only one in the product class.
Brand awareness can be achieved by adding a slogan or jingle, be different and
memorable, giving exposure to symbol, publicity, event sponsorship, brand
extension and attractive packaging.
Farquhar (1989) considers that building a strong brand within consumers‟ minds
means creating a positive brand evaluation, an accessible brand attitude, and a
consistent brand image. The base for all these is nothing brand awareness.
According to YLR Moorthi , Brand knowledge can be expressed as a sum of brand
awareness and brand image. Each of the parameters (i.e. brand recall/strength of
brand associations/attitudes/user image) can be measured on 1 to 10 scalesxiii . In
this study brand recall was given highest point as 10, brand recognition as 6 and
unawareness as 2 points for the calculation of brand awareness. Aided questions
were asked on the basis of positioning aspect (for Lux brand),color of the product
(Santoor),color and content (Wheel, Rin, Nirma), Packaging ( Parle, Fair& lovely
) and advertising (Tata tea).Following flowchart shows the method adopted for
calculating brand awareness.
Dr.D.Venkatrama Raju and S.Saravanan have published their paper 'A Study of
Consumer Behaviour in the marketing of santoor soap in vijayawads city of
Andhra pradesh State' in Indian Journal of Marketing in March 2005. The purpose
behind the study was (I) when, what and where consumer purchased the products
(II) how much they purchased (III) their buying habits and motivation behind the
purchase of the products. The study was based on household appliance namely
'santoor soap '. 200 respondents were collected randomly. Researchers collected
primary data through questionnaire.
Gibson G Vedamani, CEO of Retailers Association of India has published one on-
line article entitled 'Role of 'Brand' and its effect on apparel market'. The article is
based on branded apparel and its role in Indian market. He has also considered the
current changes which are faced by retail apparel market. During some couple of
years Indian retail business is being more organized. According to Assocham,
leading Indian industry association, retail sector will grow 6% and touch $17
billion by 2010. Due to revolution, consumer's awareness level, purchasing
pattern.

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Yoon and Kijewski have pointed out that from the apparel marketing angle, ''The
quality of the apparel products is associated with the degree to which it fills the
needs of the consumers". Apparel quality is divided in two parts namely physical
quality and behavioral quality. In physical quality all the inner and formal qualities
of the apparel have been included such as design, texture, finishing, color, line,
texture etc. While, behavioral quality of the apparel includes aesthetics (sensory,
emotional and cognitive) and one functional use of the product. Researchers
believe that mUlti-dimension aspects of apparel quality and aesthetic experience
have strong relationship.
Kuldeep Singh and Dr.S.C.Varshney have published their paper 'Consumer
Behaviour and Marketing Trends of Toilet Soaps in Ghaziabad District - A Survey'
in Indian Journal of Marketing. To find the results researchers had taken 400
consumers and 100 retailers as a sample. For collecting the data researchers made
two separate questionnaires. Moreover, they designed an open-ended
questionnaire for retailers to get their suggestions. Objectives of the works were:
consumer awareness towards the toilet soaps, their preferences, consumption
patterns, most used brands, brand loyalty, motivation behind the purchasing,
advertisement efforts, company image, usage rate etc. Other objectives behind the
study were to collect the information from the retails such as brands in heavy
demands, factors influencing their sales, their recommended brands, effects of
schemes on sales, relationship with company salesman, payment terms etc. Survey
was limited for two major brands 'Godrej soaps' and 'Hindustan Lever
Ltd.'
REFERENCE
1. Edward F. Flippo, Marketing Managements, S. Chand & Co., New Delhi, 1990.
2. Ghosh, P.K ,Marketing Management, Vikas Publications, Kolkatha, 1998.
3. Gupta S.P., Business Statistics, Sulthan Chand & Sons, New Delhi, 2006.
4. Kothari. C.R, Research Methodology, Allied Publishers Kolkatha,1999.
5. Memoriya C. B, Marketing Management, & Practice Of Marketing in India,
Kital Mahal, Alahabad, 1998.
6. Rajan Nair. N,Marketing Management, S. Chand & Co., New Delhi, 2001
7. R.S.N. Pillai and Bagavathi, Modern Marketing Principles and Practices, S.
Chand & Co., New Delhi, 2011

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8.Bloemer, J. M. M. and Kasper, H. D. P. (1995) The Complex Relationship
between Consumer Satisfaction and Brand Loyalty. Journal of Economic
Psychology, 16, 311- 329.
9. Dick, Alan S. and KunalBasu (1994), "Customer Loyalty: Toward an
IntegratedConceptual Framework," Journal of the Academy of Marketing Science,
22 (2), 99-113.
10. Evans, M., Moutinho, L. and Raaij, W. F. V. (1996) Applied
ConsumerBehavior.Addison-Wesley: Harlow.
11. Jacoby. J., Chestnut, R.W. and Fisher. W.A.. 1978. A Behavioral Process
Approach to Information Acquisition in Nondurable Purchasing; Journal of
Marketing Research, 15.4, 532-544.
12. Jones, Michael A., David L. Mothersbaugh, and Sharon E. Beatty (2002),
"WhyCustomers Stay: Measuring the Underlying Dimensions of Services
Switching Costs andManaging Their Differential Strategic Outcomes," Journal of
Business Research, 55 (4),41-50.
13. Keller, K. L. (2003) Strategic Brand Management: Building, Measuring
and Managing Brand Equity. Prentice Hall: New Jersey

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CHAPTER- III
COMPANY PROFILE

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Wipro headquarter in Sarjapur
Type Public
Traded as BSE: 507685
NSE: WIPRO
BSE SENSEX Constituent
CNX Nifty Constituent
Industry IT services, IT consulting
Founded
29 December 1945; 73 years ago
Founder
Mohammed Hashim Premji

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Headquarters Bengaluru
,
India
Area served Worldwide
Key people Azim Premji (Chairman)
Abidali Neemuchwala (CEO)
Services Digital Strategy, Business Consulting and IT Services
Revenue
US$8.4 billion (2018)[1]
Operatingincome
US$1.57 billion (2018)[1]
Net income
US$1.23 billion (2018)[1]
Total assets
US$11.68 billion (2018)[1]
Total equity
US$7.45 billion (2018)[1]
Owner
Azim Premji (73.25%)[2]
Number of employees 164,659 (2018)[1]
Website www.wipro.com

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The company was incorporated on 29 December 1945 in Amalner, Maharashtra
by Mohamed Premji as "Western India Vegetable Products Limited", later
abbreviated to "Wipro". It was initially set up as a manufacturer of vegetable and
refined oils in Amalner, Maharashtra, British India, under the trade names of
Kisan, Sunflower, and Camel.
In 1966, after Mohamed Premji's death, his son Azim Premji returned from
Stanford University and took over Wipro as its chairman at the age of 21.
During the 1970s and 1980s, the company shifted its focus to new business
opportunities in the IT and computing industry, which was at a nascent stage in
India at the time. On 7 June 1977, the name of the company changed from Western
India Vegetable Products Limited, to Wipro Products Limited.
The year 1980 marked the arrival of Wipro in the IT domain. In 1982, the name
was changed from Wipro Products Limited to Wipro Limited .
Meanwhile, Wipro continued to expand in the consumer products domain with
the launch of "Ralak" a Tulsi based family soap and "Wipro Jasmine", a toiletsoap.
In 1988 Premji took a loan of 1 million dollars from Sonkar and Sons to set up the
project. Later the entire loan amount was waived.
HISTORY
1980 to Present
In 1988, Wipro diversified its product line into heavy-duty industrial cylinders and
mobile hydraulic cylinders.[6] A joint venture company with the United States'
General Electric in the name of Wipro GE Medical Systems Pvt. Ltd. was set up
in 1989 for the manufacture, sales, and service of diagnostic and imaging
products.[11] Later, in 1991, tipping systems and Eaton hydraulic products were
launched. The Wipro Fluid Power division, in 1992, developed expertise to offer
standard hydraulic cylinders for constructionequipment and truck tipping systems.
The market saw the launch of the "Santoor" talcum powder and "Wipro Baby Soft"
range of baby toiletries in 1990
In 1995, Wipro set up an overseas design centre, Odyssey 21, for undertaking
projects and product developments in advanced technologies for overseas clients.

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Wipro Infotech and Wipro Systems were amalgamated with Wipro in April that
year.Five of Wipro's manu
facturing and development facilities secured the ISO 9001 certification during
1994–95. In 1999, Wipro acquired Wipro Acer. Wipro became a more profitable,
diversified corporation with new products such as the Wipro SuperGenius personal
computers (PCs). In 1999, the product was the one Indian PC range to obtain US-
based National Software Testing Laboratory (NSTL) certification for the Year
2000 (Y2K) compliance in hardware for all models
In February 2002, Wipro became the first software technology and services
company in India to be ISO 14001 certified. Wipro Consumer Care and Lighting
Group entered the market of compact fluorescent lamps, with the launch of a range
of CFL, under the brand name of Wipro Smartlite.
As the company grew, a study revealed that Wipro was the fastest wealth creator
for 5 years (1997–2002). It set up a wholly owned subsidiary company (Wipro
Consumer Care Limited) to manufacture consumer care and lighting products. In
2004 Wipro joined the billion dollar club.
It also partnered with Intel for i-shiksha. In 2006 Wipro acquired cMango Inc., a
US-based technology infrastructure Consulting firm Enabler, and a Europe-based
retail solutions provider. In 2007, Wipro signed a large deal with Lockheed Martin.
It also agreed to acquire Oki Techno Centre Singapore Pte Ltd (OTCS) and signed
an R&D partnership contract with Nokia Siemens Networks in Germany.
In 2008 Wipro’s entered the clean energy business with Wipro Eco Energy.
In April 2011, Wipro signed an agreement with Science Applications International
Corporation (SAIC) for the acquisition of their global oil and gas information
technology practice.
In 2012 Wipro employed more than 70,000 H-1B visa professional temporary
workers in the United States.
In 2012 Wipro acquired Australian Trade Promotions Management firm Promax
Applications Group (PAG) for $35 million. Also, in that year, Wipro Ltd.
demerged its consumer care, lighting, furniture, infrastructure engineering
(hydraulics and water and medical diagnostic business) into a separate company
to be named 'Wipro Enterprises Ltd'. Prior to demerger, these companies together
contributed about 10% of the revenues of Wipro Limited.

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In 2014, Wipro signed a 10-year $1.2 billion contract with ATCO, a Canadian
Energy & Utilities corporationbased in Calgary, Alberta. This was the largest deal
in Wipro's history.
In October 2016, Wipro announced that it was buying Appirio, an
Indianapolisbased cloud services company for$500 million. In 2017,the company
expanded its operations in London.
In 2017, Wipro Limited won a five-year IT infrastructure and applications
managed services engagement with Grameenphone (GP), a leading telecom
operator in Bangladesh and announced it would set up a new delivery centre there.
In 2018, the company began building software to help with the General Data
ProtectionRegulation (GDPR) in Europe.
In March 2018, Wipro said it would be buying a third of Denim Group. In April
2018, the company sold its stake in the airport IT services company JV.
In August 2018, Wipro paid US $75m to National Grid US as a settlement for a
botched SAP implementation that a 2014 audit estimated could cost the company
US $1 billion.
Wipro had been hired as systems integrator in 2010, but errors in the rollout,
intended to replace an Oracle system, caused serious losses and reputational
damage.
To compete with Hindustan Unilever and Procter & Gamble, in May 2018 Wipro
Consumer Care and Lighting announced it would increase Indian distribution of
its acquired personal care brands Enchanteur and Yardley. Other recent
acquisitions included Unza Holdings, LD Waxson, and Zhongshan.
On May 3, 2018, it was announced that Wipro was opening manufacturing
locations in Andhra Pradesh and Guangzhou.
On May 4, 2018,it was reported that Wipro's stockvalue had been decreasing. The
day earlier, press had said that HCL would likely unseat Wipro that quarter as the
third largest Indian IT company, after TCS and Infosys.
Wipro Consumer Care and Lighting (WCCLG), a business unit of Wipro Limited
operates in the FMCG segment dealing in consumable commodities. Established
in 1945, its first product was vegetable oil, later sold under the brand name
"Sunflower Vanaspati".
It sells personal care products, such as Wipro Baby Soft and Wipro Safe wash,
toilet soaps Santoor and Chandrika as well as Yardley. It sells lighting products,
including Smart lite CFL.LED, and emergency light.
Through product sales and acquisitions, Wipro Consumer Care and Lighting has
grown steadily in the FMCG segment

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INDUSTRY PROFILE
Wipro Ltd., the flagship company of the Azim H Premji group was incorporated
in the year 1945. The company started offoriginally as a manufacturer of vegetable
ghee/vanaspati, refined edible oils etc. Gradually the company has diversified into
various other businesses.
Today Wipro Limited is the first PCMM Level 5 and SEI CMM Level 5 certified
IT Services Company globally. Wipro provides comprehensive IT solutions and
services, including systems integration, Information Systems outsourcing, package
implementation, software application development and maintenance, and research
and development services to corporations globally.
In the Indian market, Wipro is a leader in providing IT solutions and services for
the corporate segment in India offering system integration, network integration,
software solutions and IT services. Wipro also has profitable presence in niche
market segments of consumer products and lighting. In the Asia Pacific and
Middle East markets, Wipro provides IT solutions and services for global
corporations.
Wipro's ADSs are listed on the New York Stock Exchange, and its equity shares
are listed in India on the Stock Exchange – Mumbai, and the National Stock
Exchange, among others.
Wipro is the leading strategic IT partner for companies across India, the Middle
East and Asia–Pacific – offering integrated IT solutions. They plan, deploy, sustain
and maintain your IT lifecyclethrough their total outsourcing, consulting services,
business solutions and professional services. Wipro InfoTech helps you drive
momentum in your organisation – no matter what domain you are in. Backed by
their strong quality processes and rich experience managing global clients across
various business verticals, they align IT strategies to your business goals. Along
with their best of breed technology partners, Wipro InfoTech also helps you with
your hardware and IT infrastructure needs.
The various accreditations that they have achieved for every service they offer
reflect their commitment towards quality assurance. Wipro InfoTech was the first
global software company to achieve Level 5 SEI–CMM, the world's first IT
Company to achieve Six Sigma, as well as the world's firstcompany to attain Level
5 PCMM.
Their continuing success in executing projects is a result of their stringent
implementation of quality processes. Deploying quality frameworks to align with
your business will give you the benefit of a smoothand transparent transition while
providing complete IT lifecycle management. Reliability and perfection are a
result of their adherence to these quality benchmarks and this has been their key
differentiator, while helping drive the business momentum.
The company’s experience and expertise are measured against globally recognized
standards to ensure their commitment in delivering competitive solutions to their
customers. Wipro InfoTech epitomises quality by maintaining high standards in
service offerings and products, as well as internal processes and people

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management. They believe in constantly scaling quality standards by expanding
our efficiency in all areas beyond their basic IT offerings.
Different people perceive innovation in various ways. At Wipro InfoTech, their
innovative thinking helps them adopt newer business lines and offerings based on
your business expectations. They have adapted to the changes brought about by
technology and business and this has helped us improve customer experience
through service delivery and process optimization.
In 2013, the company decided to shut down its hardware manufacturing business
because it offers no competitive advantage. It would no longer build Wipro–
branded desktops, laptops, and servers, including the Super Genius line of PCs and
Net Power servers. It would now look to beef up its footprint as a systems
integrator and increase its focus on IT services.
Since its inception, Wipro, with its open culture, has believed in cultivating
knowledge and with its business expanding, it has become all the more critical to
get knowledge intensive, and implement an enterprise wide KM system. Since
there is no accepted standard framework for KM, Wipro has evolved a framework
in accordance with its needs, to achieve its business vision. It has been designed
to build on the existing efforts in the organization and enhance the culture of
knowledge sharing and utilization. To build and sustain a KM system, a cultural
change in the propensity to share knowledge is fundamental, which is the most
difficult part of knowledge management. An organization should be able to induce
the requisite behavioural change among people who are the contributors and users
of knowledge. It requires strong leadership to bring in cultural changes, set the
right direction, and continuously monitor progress. Using appropriate rewards and
recognition programmes is also necessary. This framework encourages both
bottom-up and top-down approaches to accelerate the culture change.
Wipro follows meticulous KM practices in order to excel in its ITeS business.
Some of the best practices followed by Wipro Technologies are: KM servers are
maintained for each and every individual development centre, which integrates
with Wipro’s main KM server. Each and every individual employee will have read
only access to this database and authors will have the read/write permissions for
their respective articles. Each and every team is having KM lead who administers
the team’s KM database. KM leads collects the information from all members of
the team and are responsible for editing them and uploading them into central KM
database of Wipro. Weekly KM meetings are held by each and every team. Apart
from trainings given to freshers; various discussions and brain storming sessions
are conducted 46 in order to generate new ideas. All the KM meeting discussion
MOM’s (minutes of meeting) are sent by KM leads of the team. Wipro strives to
continuously improve its KM practices by recognizing the best practices acrossthe
organisation and encouraging its employees to innovate best KM practices. Wipro
annually recognises the Best KM lead, Best KM practice and Best KM Team
across Wipro. Wipro annually conducts and celebrates an event for knowledge
management recognition.

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Over 25 years ago, when Wipro entered the lighting segment, the business
struggled to grow in the firstfour years. However, after the initial hiccups, lighting
has not only emerged as one of major revenue generators for the company, it is
raring to grow at a faster speed refreshing the basket with smart lighting products,
getting into outdoor lighting segment and betting on green building segment.
Much of the credit for the success of the lighting business go to Santoor, the
company’s flagship soap brand. Riding high on the success of Santoor, the
company has been selling its lighting products through every retail outlet it has
access to through the soap brand.
“We have accessto 800,000outletswhich a Philips or a Bajaj did not have because
they do not have a carrier brand like Santoor to take them to kirana outlets. So they
can only reach consumers through electrical outlets,” said Vineet Agrawal, chief
executive officer, Wipro Consumer Care and Lighting (WCCL).
Looking to capture the West India market, fast-moving consumer goods-major
Wipro Consumer Care and Lighting has launched its liquid-based dish wash in
Maharashtra, the largest market for dishwashing liquids in India. The company
plans to launch the product, Giffy, pan India in the months to come to capture the
liquid dish wash market which is estimated to be Rs 4 billion. “Dish wash segment
is shifting from bars to liquids.
Roughly 50 per cent of Wipro's consumer care business comes from the toiletsoap
category - where its biggest brand till date, Santoor, holds sway - followed by the
lighting and baby care businesses. Still, Wipro's share in the national toilet soap
market is just 4.6 per cent, reflecting its skewed regional character in the FMCG
sector.For instance, Wipro through Santoor is the leading soap marketer in Andhra
Pradesh with 18 per cent market share. Its share of pie in Maharashtra, Kerala and
Karnataka falls between five and seven per cent, which is well above the
company's national average in the domestic toilet soap business.
This finds reflectionin other FMCG segments as well. Take talc. Wipro's overall
market share is only three per cent, while its presence in Andhra Pradesh and
Kerala is significantly higher at eight per cent. In baby care, Wipro Baby Soft soap,
pitted against global giant Johnson & Johnson, accounts for 30 per cent share of
the segment in Andhra Pradesh. The pattern repeats itself in the lighting business
where Wipro has a 16 per cent share of the bulbs market in Kerala followed by
Andhra
To be fair, many big FMCG national brands tend to derive a bulk of their revenues
from certain specific regions. For instance, about 70 per cent of Rexona's sales
come from Andhra, while Hamam's business shows a similar skew towards Tamil
Nadu. There is a story in how the big national brands bank on the momentum

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gathered from regional pockets, says Kumar. "India is a large consuming market.
The toiletsoap category in Andhra Pradesh is as big as the European market (where
there is a category de-growth due to the prominence of shower gels)," he adds
while reiterating that regional dominance could mean big bucks in the domestic
context.
In the late '90s, Wipro came up with household penetration panels for a
regionspecific growth approach. While an analyst with a European brokerage firm
says the regional slant is a deliberate move to avoid expensive head-on collisions
with the FMCG biggies at the national level, Wipro insists that it was a strategic
ploy to drive growth through innovation and value delivery by understanding the
differing needs and expectations of the consumer. Among the national players,
Wipro was perhaps the first to launch smaller 50 gm packs of toilet soaps (priced
at Rs 5) to propel growth in the rural pockets. The micro marketing focus also
helped the company in using distribution strategically to power its brands and
sales. The case in point includes the use of the grocery store route to sell electrical
products such as bulbs and baby care products.
The consumer care and lighting division has thrown up impressive growth figures
in recent times. The turnover reported nine per cent jump quarter-on-quarter even
as the general industry picture appeared rather indifferent. The toiletsoap category
reported 27 per cent value growth in the first three months, while the commercial
and institutional lighting business zoomed 39per cent, keeping up the good growth
witnessed last year. Kumar says the good news is the momentum gained in North
Indian markets for brands such as Santoor, growing at 30 per cent in markets such
as Uttar Pradesh, and the improved showing on Wipro Active Talc, which was re-
launched recently. The Baby Soft diapers launched more than a year ago now bring
almost 65 per cent of the business from Northern markets.
The company's growth in the short term will be driven by toilet soap and lighting
categories. In soaps, Wipro is extending Milk & Roses, hitherto sold only in
Punjab, to other States in the North. "We have come out with new mixes and are
confident of delivering value with Rs 10 for a 125 gm pack," says Kumar.
The market expansion of Milk & Roses is supported by an FCB Ultra-developed
television commercial, which is being aired on channels such as Zee and Star Plus.
"The Milk & Roses brand couldsee some volume pick-up on the value proposition,
as it's 25 gm extra. It would be a pure play volume game and perhaps tier II towns
could contribute to the growth rush," say an analyst with a European brokerage
firm.
Like other FMCG majors, Wipro is looking at furthering its interests in the
naturals/ayurvedic segment of the toiletries market. It does spot an opportunity,
but there are doubts still about the real size of this segment. "There is a national

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trend towards naturals. But if you look at it, Medimix has not been able to go
beyond the South, while Ayush (from HLL) has done well only in the North,"
claims Kumar.
"I would say, let us wait and watch this strategy," says an analyst, while adding "I
cannot take a definite call now, as awareness of Ayurvedic products among
common consumers in the North is limited. However, there is great potential to
develop this segment, but such awareness comes at a cost. So, if the visibility of
Chandrika increases, perhaps, by rule of thumb, sales could improve. But, I would
say, it would be a long haul."
But there are other emerging opportunities, and the wellness category is one of
them. Wipro's foray into the glucose drinks segment with Glucovita is perhaps an
indication of its active interest in this business, which is currently dominated by
names such as Dabur. Here, industry observers raise a crucial point about Wipro's
brand-building abilities: "It hasn't built a successful brand since Santoor, which
was launched in the '80s. Its skills as a brand builder will be put to the test with
Chandrika and Glucovita. It would be easier in the case of Glucovita as the only
competition it faces is from Heinz's Glucon-D," they say.
Wipro's Consumer Care and Lighting has delivered improving return on capital
employed, which at last count was estimated at 86 per cent. Its operating margins
hover around 15 to 17 per cent. The call for this pedigree business now is to grow
faster or just "jump up".
Will there be a rejig of Wipro's FMCG interests that are spread across toilet soap,
talc, baby care, edible oil and lighting? The lighting business has seenconsiderable
action, especially in the commercial and institutional (C&I) segment with niche
verticals such as pharmaceutical, retail, IT and outdoor media reporting significant
growth.
Industry observers have for long talked about Wipro exiting Vanaspati, its oldest
business. But Agrawal rules out a complete exit as "our Suryamukhi brand is one
of the most popular in Maharashtra, contributing roughly 30 per cent of
distribution volumes". Wipro's Vanaspati business will be restricted to
Maharashtra and neighboring Madhya Pradesh, and there is no plan to drive it any
further.

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CHAPTER- IV
DATA ANALYSIS AND
INTERPRETATION
DATA ANALYSIS AND INTERPRETATION:
Table 4.1
What is your age
Frequenc
y Percent
Valid
Percent
Cumulative
Percent

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Valid Less than 20
years
10 20.0 20.0 20.0
21-30 21 42.0 42.0 62.0
31-40 17 34.0 34.0 96.0
Above 40 2 4.0 4.0 100.0
Total 50 100.0 100.0
Graph:4.1
Interpretation : - From the above graph LESS THAN 20 YEARS are 20%,2130
YRS are 42 %,31-40 are 34% and ABOVE 40 are % buying the santoor soap.
Table 4.2 :-
Gender
Frequency Percent Valid Percent
Cumulative
Percent

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Valid Male 16 32.0 32.0 32.0
Female 34 68.0 68.0 100.0
Total 50 100.0 100.0
Interpretation: -
From the above graph 32% MALE, and 68% FEMALE are buying the
santoor soap.
Table 4.3
Marital status
Cumulative
Percent

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Valid Married 29 58.0 58.0 58.0
Un married 21 42.0 42.0 100.0
Total 50 100.0 100.0
From the above graph 58% are MARRIED and 42% are UN-
MARRIED in marital status.
Table 4.4
Your family income

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Cumulative
Percent
Valid <24000 2 4.0 4.0 4.0
25000-1lakh 15 30.0 30.0 34.0
1lakh-3lakhs 21 42.0 42.0 76.0
Above 3 lakhs 12 24.0 24.0 100.0
Total 50 100.0 100.0
Interpretation
From the above table it is clear that <24000 income family are 4%,
25000100000 income family are 30%,1lac-3lac income family are
42%,above3 lac income family are 24% people buying and using the santoor
soap.

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Table 4.5:
Interpretation :
Fromthe above graph it is clear that HSC are 32% ,UG are 30%, PG are 16%
,OTHERS are 22% has their in educational qualifications.
Educational qualification
Cumulative
Percent
Valid HSC 16 32.0 32.0 32.0
UG 15 30.0 30.0 62.0
PG 8 16.0 16.0 78.0
Others 11 22.0 22.0 100.0
Total 50 100.0 100.0
Graph 4.5 :

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From the above graph it is clear that PVT. EMPLOYEES are 18%, GOVT.
EMPLOYEES are 16% , BUSINESS PERSONS are 20%, HOUSE WIVES
are 18%, STUDENTS are 28% in occupation.
Table 4.7:
Family type
Cumulative
Percent
Valid joint 25 50.0 50.0 50.0
nuclear 25 50.0 50.0 100.0
Total 50 100.0 100.0
Interpretation :

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From the above graph, it is clear that JOINT families are 50%, NUCLEAR
families are 50% in family type.
Table 4.8:
How did you know about santoor soap?
Frequency Percent
Valid
Percent
Cumulative
Percent
Valid Recommended by
friends
20 40.0 40.0 40.0
Through advertisement 15 30.0 30.0 70.0
through shop owners 15 30.0 30.0 100.0
Total 50 100.0 100.0

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From the above graph, it is clear that 40% are known this soap as
RECOMMENDED BY FRIENDS,30% are known THROUGH
ADVERTISEMENT, 30% are known THROUGH SHOP KEEPERS.

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Table 4.9 :
Do advertisement influence your shopping decision
Cumulative
Percent
Valid yes 25 50.0 50.0 50.0
no 25 50.0 50.0 100.0
Total 50 100.0 100.0
Interpretation:
From the above graph, it is clear that 50% are INFLUENCED BY
ADVERTISEMENT, 50% are NOT INFLUENCED BY
ADVERTISEMENT.

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Table 4.10:
How long you have become a consumer for santoor soap
Cumulative
Percent
Valid <6 months 13 26.0 26.0 26.0
6months-1year 19 38.0 38.0 64.0
>1year 18 36.0 36.0 100.0
Total 50 100.0 100.0
Interpretation:

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From the above graph, it is clear that <6MONTHS are 26%,6 MONTHS -1
YEAR are 38%,> 1 YEAR are 36% are became consumers for the santoor
soap.
Table 4.11:
What was the reason for your loyalty
Cumulative
Percent
Valid price 28 56.0 56.0 56.0
quality 22 44.0 44.0 100.0
Total 50 100.0 100.0

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Interpretation:
From the above graph , it is clear that for 56% people PRICE is the reason
for their loyalty, for 44% people QUALITY for their loyalty.

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Table 4.12
Are you satisfied with the quality of santoor soap
Frequency Percent
Valid Percent Cumulative
Percent
Valid yes 26 52.0 52.0 52.0
no 7 14.0 14.0 66.0
neither yes nor
no
14 28.0 28.0 94.0
dissatisfied 3 6.0 6.0 100.0
Total 50 100.0 100.0
Graph 4.12 :
Interpretation: -
From the above graph, it is clear that 52% people are

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SATISFIED,14%people are NOT SATISFIED ,28% people are EITHER
SATISFIED NOR DIS-SATISFIED, 6% people are DIS-SATISFIED with
the quality of santoor soap.
Table 4.13:
Do you satisfied with the cost of the santoor soap
Frequency Percent
Valid
Percent
Cumulative
Percent
Valid yes 19 38.0 38.0 38.0
no 8 16.0 16.0 54.0
average 19 38.0 38.0 92.0
reasonabl
e
4 8.0 8.0 100.0
Total 50 100.0 100.0
Graph 4.13:

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Interpretation:
From the above graph , it is clear that 38% are SATISFIED , 16% are
DISSATISFIED, 38% are felt AVERAGE ,8% are felt REASONABLE with
the costof the santoor soap.
Table 4.14 :
Did you felt any side effects by using the santoor soap
Cumulative
Percent
Valid yes 18 36.0 36.0 36.0
no 32 64.0 64.0 100.0
Total 50 100.0 100.0

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Interpretation :
From the above graph it is clear that 36% people are FELT SIDE EFFECTS,
64% people are NOT FELT SIDE EFFECTS by using the santoorsoap.

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Table 4.15 :
Did you find out any brand preference for santoor soap among any person
Frequency Percent
Valid
Percent
Cumulative
Percent
Valid yes, i found 40 80.0 80.0 80.0
no ,i did not
found
10 20.0 20.0 100.0
Total 50 100.0 100.0

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From the above graph it is clear that 80% people are FOUND BRAND
PREFERENCE , 20% people are NOT FOUND BRAND PREFERENCE
among other people for santoor soap.
Table 4.16 :
Did you like to promote santoor soap to others
Frequenc
y Percent
Valid
Percent
Cumulative
Percent
Valid yes,i like 37 74.0 74.0 74.0
no,i did not like 9 18.0 18.0 92.0
neither I like nor I
didn't like
4 8.0 8.0 100.0
Total 50 100.0 100.0

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Interpretation:
From the above it is clear that 74% people are LIKE TO PROMOTE,18%
people are NOT LIKE TO PROMOTE,8% people are EITHER LIKE OR
DISLIKE TO PROMOTEthe santoor soap to others.

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Interpretation: -
From the above graph it is clear that 26% people are rated it as
EXCELLENT,40% are rated it as GOOD, 32% people are rated it as
AVERAGE, 2% people are rated it as TO BE IMPROVED as the brand
awareness of the product.

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Table 4.18
Is santoor soap is available in all shops at your locality
Frequenc
y Percent
Valid
Percent
Cumulative
Percent
Valid yes, it is available 39 78.0 78.0 78.0
no, it is not
available
11 22.0 22.0 100.0
Total 50 100.0 100.0

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From the above graph it is clear that 78% people said that IT IS AVAILABLE
in all shops, 22% people are said that IT IS NOT
AVAILABLE in all shops at their locality.

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From the above graph it is clear that 22% of people are HERBAL essence,
44% people liked SANDAL essence, 32% of people are liked GLYCERINE
essence,2% of people are liked the ALOVERA essencein santoorsoap.
Table 4.20
What is your overall satisfaction and performance of santoor soap ?
Cumulative
Percent
Valid excellent 12 24.0 24.0 24.0
Very
good
18 36.0 36.0 60.0
Good 16 32.0 332.0 92.0
Average 3 6.0 6.0 98.0
Bad 1 2.0 2.0 100.0
Total 50 100.0 100.0
Graph 4.20

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Interpretation :-
Fromthe abovegraph it is clear that 24% people are rated it as excellent,36%
people are rated as very good,32% people are rated as good, 6% people are
rated as average,2% people are rated it as bad as a overall satisfaction and
performance of santoor soap.

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CHAPTER- V
FINDINGS, SUGGESTIONS &
CONCLUSION
FINDINGS
32% of the respondents are male & 68% ofrespondents are female.
58% are married and 42% are un-married in marital status.
Pvt. Employees are 18%, govt. Employees are 16% , business
persons are 20%, house wives are 18%, students are 28% in
occupation and using the soap.
<24000 income family are 4%, 25000-100000 income family are
30%,1lac-3lac income family are 42%,above 3 lac income family
are 24% people buying and using the santoorsoap.

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24% people are rated it as excellent,36% people are rated as very
good,32% people are rated as good, 6% people are rated as
average,2% people are rated it as bad as a overall satisfaction and
performance of santoor soap
22% ofpeople are herbal essence, 44% people liked sandalessence,
32% of people are liked glycerine essence,2% of people are liked
the alovera essence in santoor soap.
78% people said that it is available in all shops, 22% people are
said that it is not available in all shops at their locality.
26% people are rated it as excellent,40% are rated it as good, 32%
people are rated it as average, 2% people are rated it as to be
improved as the brand awareness of the product.
74% people are like to promote,18% people are not like to
promote,8% people are either like ordislike to promote the santoor
soap to others.
80% people are found brand preference; 20% people are not found
brand preference among other people for santoor soap.
36% people are felt side effects; 64% peopleare not felt side effects
by using the santoor soap.
SUGGESTIONS
o Some of the respondents are said the quality of products offered
at Stores So, you must provide quality products..
o Majority of respondents are satisfied with the pricing strategy
of So, you will provide the high pricing strategy.
o They should get the feedback report from the customers need
and wants.

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o They should reduce the price in order to gain more customers
and to beat their competitors.
o They should increase the quality and essence and improve the
quantity of soap.
CONCLUSION
This Project Is Very Useful & Helpful To My Future Studies Also.
1.I Gather More Information About Public Preference With Their Selection
Of using the santoor soap .
2.It Helpful To Meet Some Type Occupational Peoples. I Gather That How
Their Choosing Their Mobile Handset With Various Opinion Like quality

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Of The Product, essence Of The Product, Service Of The Product, User
Friendliness Of The Product, Quantity Of The Product, Etc.
Fromthe studyit was found that mostof the respondents used other brand
then Samsung before, 23% of respondents switched to Santoorsoap because
their previous soap was not done well, 37% were satisfied with its
functioning and many agreed that because ofprice and quality they are using
Santoor soap, 6% of the respondents will again go for Santoor soap because
of high durability, 20% would like to purchase it again for price
competitiveness,14% of respondents would like to have this brand again
because of its aesthetics,13% respondents find it essence and quality ,37%
find it more functional,9% would like to go for it again because of friends’
recommendation and 1% would like to go for it because of celebrity effect.
BIBLIOGRAPHY
Dr. B. Balaji, Services Marketing and Management, S. Chand &
company Ltd. New Delhi, 2007
Robert R. Heller, The Complete guide to Modern Mangement, Jaico
Publishing House, Mumbai, 2000
C. R. Kothari, Research Methodology Methods and Techniques, New
Age International Pvt. Ltd, New Delhi, 2005

of 67
P. N. Arora, Statistics for Management, S. Chand & Company Ltd.
New Delhi, 2007
Donald R. Cooper, Pamel S Schindler, Business Research Methods,
The Mc Graw Hill Companies, 2006
R. Panneerselvam, Research Methodology, Prentice Hall of India,
New Delhi, 2004
Leon G. Schiffman, Consumer Behavior, Prentice Hall of India, New
Delhi, Hawkins, Best and Coney (2004) “That consumer behaviour is
the study of why, when, where, and howindividuals, groups and
organisation”,Journal of ConsumerResearch, Vol. 13, Issue 4, pp. 411
Otuka and Sugawara (2003) “PDA-based field data collection systems
combined with GPS (Global PositioningSystem)”, Smart phones
Information Research 12:113-124.pilla. S.N and Bagavathi, (2010)
“ModernMarketing Principles and Practices”, S. Chand and Company
Ltd.,New Delhi. |
Samuvel (2009) “That most of the respondents consider size, quality,
price, instrument servicing are an importantfactors for selecting the
handset while majority”, Current psychiatry review, Vol. 8, No-4.
ANNEXURE: -
QUESTIONNAIRE
A STUDY ON CUSTOMER SATISFACTION SANTOOR SOAP IN
KONDAPI
1. Name:

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2. Your Age: Please tick the relevant box
1) Less than 20 years 2) 21-30 3) 31-40 4) Above 40
3. Marital Status:
1) Married 2) Unmarried
4. Gender:
1) Male 2) Female
5. Your family annual income:
1) Less than Rs. 24,000 2) 25,000-1 lakh 3) 1 lakh- 3 lakh 4) Above3 lakhs
6. Educational Qualification:
1) HSC 2) Under Graduation 3) PostGraduation
4) Others
7. Occupation:
1) Pvt Employee 2) Govt. Employee 3) Business 4) House Wife
5) Student
8. Family Type:
1) Joint 2) Nuclear
9. How did you know about santoorsoap ?
1) Recommended by friends 2) Through Advertisement 3) through
shopkeeper
10. Do advertisement and promotion influence your shopping decision?
1) yes 2) no
11. For how long you have become a consumer to santoor soap?

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1) <6 months 2) 6 months to 1 yr 3) > 1 year
12. What is the reason for your loyalty?
1) price 2) quality
13. Are you satisfied with the quality of santoor soap? 1) yes, satisfied
2) no, not satisfied 3) disagree
14. Did you satisfied with the costof santoorsoap?
1) yes, satisfied 2) no, not satisfied 3) average 4) reasonable
15.Did you felt any side effects by using santoorsoap?
1) yes, getting side effects 2) no, not getting side effects
16. Did you find out the brand preference for santoor soap among any
person?
1)yes,I found 2) no, I did not found
17. Did you like to promote the santoorsoap to others/
1) yes, I like 2) neither I like nor I did not like 3) no, I did not
like
18. Brand awareness of the santoor soap?
1) excellent 2) good 3) average 4) to be improved
19.Is santoorsoaps is available at all shops in your locality?
1) yes, it is available 2) no, it is not available
20.which type of essencedid you prefer to use in santoorsoaps?
1) herbal 2) sandal 3) glycerine 4) alovera
21. What is the overall satisfaction and performance of santoor soap?
1) excellent 2) good 3) very good 4) average 5) bad

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