The document summarizes the results of an Amazon customer satisfaction survey conducted in Tirupati, India. Some key findings include: - 44% of respondents learned about Amazon through the internet, while 30% heard through TV advertisements. - Over 40% of respondents use Amazon monthly and 28% use it weekly. - Quality, speed, and fair prices were the top reasons for preferring Amazon. - The majority of respondents were satisfied or highly satisfied with Amazon's service and would recommend it to others.

1. AMAZON CUSTOMER
SATISFACTION SURVEY IN
TIRUPATI
BY
GREESHMA .K

2. OBJECTIVES
 To measure the level of customer satisfaction
with our service,
 In order to make necessary changes in our
product’s quality, delivery timings etc., if any,
 In order to get into close observation with our
customers, to get their honest feedback.

3. INTRODUCTION
 It is an American electronic commerce and cloud
computing company based in Seattle , Washington
 Founded by Jeff Bezos on July 5, 1994.
 It is the largest Internet retailer in the world as
measured by revenue and market capitalization, and
second largest after Alibaba Group in terms of total
sales.
 Started as an online bookstore and later diversified
to
sell video downloads/streaming, MP3downloads/stre
aming, audiobook downloads/streaming, software, vi
deo games, electronics, furniture, food, toys, and
jewellery.
 The name Amazon was founded after the Amazon
River.
 Letter “A” - to show up at the top of alphabetical
lists.
 Amazon, with an arrow below, representing that they
could provide every product in the alphabet and also
customer satisfaction, as it forms a smile.
.

4. QUESTIONAIRRE ANALYSIS

5. 1.HOW DO YOU COME TO KNOW ABOUT
AMAZON?
FREQUENCY %
WORD OF MOUTH 22 22%
PRINT MEDIA 3 3%
TV ADVERTISEMENTS 29 30%
NEVER HEARD OF IT 0 0%
INTERNET 44 44%
98 100%

6. 1.HOW DO YOU COME TO KNOW ABOUT
AMAZON?
0
5
10
15
20
25
30
35
40
45
50
PERCENT
AGE
FREQUEN
CY
FREQUENCY %
WOM 22 22%
P.MEDIA 3 3%
TV ADVT 29 30%
NEVER
HEARD 0 0%
INTERNET 44 44%
98 100%

7. 2.HOW LONG HAVE YOU BEEN USING
AMAZON?
FREQUENCY %
<1MONTH 8 8%
1-6MONTHS 19 19%
1-3YEARS 27 28%
>3YEARS 43 44%
NEVER 1 1%
98 100%

8. 2.HOW LONG HAVE YOU
BEEN USING AMAZON?
FREQUEN
CY %
<1MONTH 8 8%
1-
6MONTHS 19 19%
1-3YEARS 27 28%
>3YEARS 43 44%
NEVER 1 1%
98 100%
0
5
10
15
20
25
30
35
40
45
50
%
FREQU
ENCY

9. 3.HOW OFTEN DO YOU USE
AMAZON?
FREQUENCY %
ONCE IN A
WHILE 27 28%
MONTHLY 41 42%
WEEKLY 17 17%
DAILY 12 12%
NEVER 1 1%
98 100%
0
5
10
15
20
25
30
35
40
45
%
FREQUE
NCY

10. 4.WHY DO YOU PREFER
AMAZON?
FREQUENCY %
QUALITY 31 29%
SPEED 17 16%
FAIR PRICES 19 18%
MORE
CHOICES 21 19%
EASE OF USE 9 8%
RELIABILITY 5 5%
FREE
SHIPPING 6 6%
OTHERS 0 0%
108 100%
0
5
10
15
20
25
30
35
QUALITY
SPEED
FAIRPRICES
MORECHOICES
EASEOFUSE
RELIABILITY
FREESHIPPING
OTHERS
%
FREQUEN
CY

11. 5.WHAT DO YOU BUY MOSTLY?
FEMALE MALE
FREQUENCY % FREQUENCY %
FASHION/ACCESS
ORIES 29 47% 9 22%
ELECTRONIC
GOODS 7 11% 18 44%
HOME
APPLIANCES. 7 11% 4 10%
BOOKS 4 6% 7 17%
TOYS 3 5% 0 0%
STATIONERY 1 2% 3 7%
BEAUTY& HEALTH 11 18% 0 0%
OTHERS 0 0% 0 0%
62 100% 41 100%
CHI SQUARE VALUE = 26.93
TABLE VALUE = 12.017

12. 6.DO YOU GET THE EXACT PRODUCT THAT YOU SEE?
FREQUENCY %
YES
82 84%
NO 16
16%
98 100%

13. 9.YOUR BEST PAYMENT METHOD?
FREQUENCY %
DEBIT/CREDIT CARD
17 17%
CASH ON DELIVERY 64 66%
ONLINE BANK
TRANSACTIONS
17 17%
98 100%

14. 10.HOW MUCH DO YOU SPEND ON AVERAGE PER MONTH?
FREQUENCY %
Rs.0 – Rs.3000
68 69%
Rs.3000 – Rs.9000 23 24%
Rs.9000 – Rs.12000
7 7%
Rs.12000+ 0 0%
98 100%

15. 11.IS AMAZON ACCESSIBLE FROM YOUR PLACE?
FREQUENCY %
YES
94 96%
NO
4 4%
98 100%

16. 12. DO YOU GET PRODUCT DELIVERTY TO YOUR PLACE?
FREQUENCY %
YES
93 95%
NO
5 5%
98 100%
SOME OF THE PLACES ARE:
• Proddutur
• Pakala
• Inner regions of Kadapa

17. 13.YOUR EXPERIENCE COMPARED TO OTHERS?
FREQUENCY %
BETTER
63 64%
EQUAL
26 27%
POOR
9 9%
98 100%

18. 14.DOES AMAZON MEET YOUR REQUIREMENTS?
FREQUENCY %
YES
83 85%
NO
15 15%
98 100%

19. 15.ARE THE OFFERS SATISFACTORY?
FREQUENCY %
YES
82 84%
NO
16 16%
98 100%

20. 16.BEST MARKETING APPROACH?
FREQUENCY %
TV ADVERTISEMENTS 72 73%
MAGAZINES
13 14%
NEWSPAPERS
10 10%
OTHERS 3 3%
98 100%

21. 17.ANY ISSUES REGARDING THE FOLLOWING?
FREQUENCY %
SECURITY 11 11%
QUALITY 27 28%
DELIVERY TIME 7 7%
DELIVERY CHARGES
10 10%
PAYMENT MODE
8 8%
NO PROBLEMS
35 36%
98 100%

22. 18.ARE YOU GETTING IMMEDIATE RESPONSES
TO YOUR COMPLAINTS?
FREQUENCY %
YES
88 90%
NO
10 10%
98 100%

23. 19.ANY BAD
EXPERIENCES?
FREQUENCY %
YES 24 25%
NO 74 75%
98 100%
SOME OF THEM ARE:
• Not responding to complaints
• Poor product quality
• Delivering other wrong products
• Refunding money to AMAZON PAY but
not to Bank Account
• High delivery charges
• Long delivery period
• Not getting the sub products completely
eg: Mobile phone without earphones
• “RETURN POLICY” is not good, taking
much time to return
• Huge terms & conditions on offers
provided

24. 20.WOULD YOU CONTINUE BUYING FROM
AMAZON?
FREQUENCY %
YES
89 91%
NO
9 9%
98 100%

25. 21.WOULD YOU RECOMMEND AMAZON TO
OTHERS?
FREQUENCY %
DEFINITELY 44 45%
PROBABLY 36 37%
NOT SURE
15 15%
PROBABLY NOT 1 1%
DEFINITELY NOT
2 2%
98 100%

26. 22.OVERALL FEELINGS
FREQUENCY %
HIGHLY
SATISFACTORY 24 25%
SATISFACTORY 63 64%
NEITHER
SATISFACTORY NOR
DISSATISFACTORY 7 7%
NOT SATISFACTORY 2 2%
HIGHLY
DISSATISFACTORY 2 2%
98 100%

27. SUGGESTIONS GIVEN BY CUSTOMERS :
 Try to cut down delivery duration
 Prices of some products are high when compared to other shopping
websites, try to follow fair and best prices
 Better to take more security while shipping in order to avoid
breakage and other issues
 Shipping charges are high for particular regions, better reduce them
 Want more discounts on electronic goods
 Delivery time for students should be flexible, like before 9a.m and
after 5p.m
 Quality should be as same as it is displayed in the picture
 Increase the duration of the discount period
 Make more Billion days
 Try to provide free shipping for all products