The document provides information about Future Group, a leading Indian business conglomerate operating in various sectors including retail, brands, media, and logistics. It discusses concepts like customer satisfaction, measuring customer satisfaction through factors like product quality, pricing, staff behavior, and overall experience. It also talks about merchandise presentation and strategies to encourage sales. Finally, it outlines the results of a customer satisfaction survey conducted at Big Bazaar, identifying areas of strength and opportunities for improvement.

1. COLLEGE MENTOR- COMPANY MENTOR-
Prof. Deepak Sharma MS.DEEPTI KOHLI

2. "COMPANY INTRODUCTION“
 Future Group
 Future Group is India’s leading business group that caters to the
entire Indian consumption space. Led by Mr. Kishore
Biyani, the Future Group operates through six verticals: operates
through six verticals: Retail, Capital, Brands, Space, Media and
Logistics.
 Apart from Pantaloon Retail, the group’s presence in the retail
space is complemented by group companies, Indus League
Clothing, which owns leading apparel brands like Indigo
Nation, Scullers and Urban Yoga, and Galaxy Entertainment
Limited that operates Bolwing Co, Sports Bar and Brew Bar and

3. Customer Satisfaction
 It is a measurement or indicator of the degree to which
customers or users of an organization’s products or services are
pleased with those products or services.
 Quality of service delivery expected by the customers.
 An internal drive to satisfy an unsatisfied need of customer.
 Providing good service in a pleasant manner and meeting the
customer's expectations;
 The measure of the degree to which a product or service meets
the customer's expectations;
 Comparison of expectations versus actual experience

4. Measuring Customer Satisfaction
 Quality of product
 Pricing
 Offers and discounts
 Staff’s behavior
 Complaints or problems
 Billing experience
 Security’s behavior
 Store’s ambience & cleanliness
 Overall experience in store

5. “The gulf between satisfied customers and completely
satisfied customers can swallow a business.”

6. M.P.M
(Merchandise presentation manual)
 MPM is the activity of promoting the sale of
goods, especially by their presentation in retail outlets.
This includes combining products, environments, and
spaces into a stimulating and engaging display to
encourage the sale of a product or service
 Making it easier for the shopper to locate the desired
category and merchandise.
 Making it easier for the shopper to self-select.

7. MY LEARNING’S
 “Just try kro.”
 Cross promotion with one mobile shop
 Cross promotion with T24 sim
 Promoting schemes via Pamphlets on regular intervals.
 Coordination with other functions such as VM, IT, CSD
etc.
 Learning about various aspects of CSD
 Problem solving by personal meeting of aggrieved
customers at their doorsteps.

8.  Second and third week (11 May- 25 May 2011) I was
involved in the marketing event of Big Bazaar.
 Future Group’s- “The Great Indian Shopping
Festival”
Concept: In order to encourage our customers to purchase
more & reward them for their purchases, future group will
be celebrating a shopping festival across all its stores from
16th April 2011 to 15th May 2011.
 RED ROSE.
 How to tag the cloths.

9. MY STUDY PROFILE..
 In first week I have learn about ladies section and there
apparels.
 Second and third week I worked on FGSF.
 From Fourth week I had started paging at CSD till last
week.
 In fifth and sixth week I devoted my four to five hours for
the sales.

10. Other Activities…

12. Analysis
 Sources of data-Primary data
 Research Design-Exploratory Research
 Sample Area- Big bazaar (civil lines).
 Sample size- 105
 Sampling-Convenient

13. Questionnaire..
 How do you rate Big Bazaar Prices?
Outstanding Good Satisfactory Average Poor
 How do you rate quality & variety of product?
Outstanding Good Satisfactory Average Poor
 How do you rate our offers & discounts?
Outstanding Good Satisfactory Average Poor
 How do you rate staff’s behavior?
Outstanding Good Satisfactory Average Poor
 How do you rate store’s ambience & cleanliness?
Outstanding Good Satisfactory Average Poor

14.  How do you rate our customer service desk & in-store announcements?
Outstanding Good Satisfactory Average Poor
 How was your billing experience?
Outstanding Good Satisfactory Average Poor
 How do you rate security’s behavior?
Outstanding Good Satisfactory Average Poor
 How was your overall experience in store?
Outstanding Good Satisfactory Average Poor
 Would you like to provide any suggestions -
_______________________________________________________________
_

15. How do you rate Big Bazaar Prices?
Big Bazaar Prices
9% 4% 11%
Outstanding
Good
Satisfactory
36% 40% Average
Poor

16. How do you rate quality & variety of
product?
Quality & Variety of Product
8% 4% 8% Outstanding
21% Good
Satisfactory
Average
59% Poor

17. How do you rate our offers &
discounts?
Offers & Discounts
5% 10%
14%
Outstanding
Good
Satisfactory
Average
24% 47% Poor

18. How do you rate staff’s behavior?
Staff’s behavior
18% 3% 7% Outstanding
Good
Satisfactory
14% Average
58%
Poor

19. How do you rate store’s ambience
& cleanliness?
Store’s Ambience & Cleanliness?
6% 2%
9% 24%
Outstanding
Good
Satisfactory
Average
Poor
59%

20. service desk & in-store
announcements?
Customer service desk & In-store
announcements
5%
19% 23%
Outstanding
Good
Satisfactory
Average
14%
Poor
39%

21. How was your billing experience?
Billing Experience
12% 4% 9% Outstanding
Good
Satisfactory
40% Average
35%
Poor

22. How do you rate security’s
behavior?
Security’s Behavior?
16% 4% Outstanding
Good
17% 41%
Satisfactory
Average
22% Poor

23. How was your overall experience
in store?
Overall Experience in Store
14% 4% 18% Outstanding
Good
Satisfactory
21% Average
43% Poor

24. SUGGESTIONS
 Entry gate guards should get more training on behaviour.
 Increase the range of other company product, especially in
apparels and food items.
 Do not put rotten vegetables and fruits.
 There should be some refreshment inside the store.
 Increase the sound of announcements more than songs so that
one can hear clearly the offers.
 Make some arrangements at any new schemes or offers such as
queue system so that the crowed can be controlled.
 Increase footwear variety.
 Big Bazaar should appoint better staff.

25. RECOMMENDATIONS
 Delivery & baggage counter should be outside the store.
 There should be a carpet on the floor of the gift section so that
the probability of breaking of fragile items may decrease.
 There should be no security hassles before entering the store.
 Home delivery should provide with area limitations.
 Show only trial items
 There should be a delivery desk so that Customer receives the
goods from delivery desk and does not have to carry the same.
 Don’t seal the poly bags as it can be reused
 There should be a customer care number to solve any problems
faced by customers.
 Allow the carrying of water bottles in the store.

26. NAMAST E