This is our live project, base on local customer survey for the Customer satisfaction Level.

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CHAPTER-1 INTRODUCTION
IC ICE MAKE REFRIGERATION PVT. LTD. Was established in 1989 and it has 200 staff
members. Company exports the production in Gulf, South East Asia, European Union (EU),
Australia, and Nagaland.
The main objective of the project is to check the satisfaction level of the customers of the
Ahmadabad city.
As the customers are the important for the company, it is very important to check their
satisfaction level in terms of the products and services.
To know the satisfaction level of the respondents who purchase our products.
In this survey 100 customers are contacted, which helped to get important information about the
problems faced by the customers, their suggestions and recommendations' that help the company
to improve their services.
It helps the company in framing various promotional strategies for the customers; also company
can come to know about various weak points in terms of service provided and products sold from
the retailer’s survey.
"A Note on the Refrigerator Industry in India “examines the evolution of the refrigerator industry
in India over the years. It examines the change in the structure of the industry after the
liberalization of the Indian economy. It also takes a look at the different types of refrigerators
available in India and examines their characteristics. In addition, the note explores the
characteristics of the refrigerator Industry in India and the major players in the industry. The
distribution channels used by the major players are also discussed in detail. The note ends with a
description of the future of the refrigerator industry in India. Refrigerators have been
manufactured in India since 1950s.

2. CUSTOMER SATISFACTION SURVEY
Till the 1980s, players like Godrej, Kelvinator, Alwen and Voltas controlled almost 90% of the
market. Earlier, the white goods sector was categorized as a luxury goods industry and was
subject to oppressive taxation and licensing. The situation changed after the liberalization of the
Indian economy in the early 1990s. The government removed all restrictions, and now there is no
restriction on foreign investment, and licenses are no longer required. Post-liberalization, a
number of foreign companies entered the market and many domestic players also diversified into
refrigerators. BPL and Videocon, who already had a presence in the consumer electronics
market, leveraged their strengths to enter the durables sector.
In India, refrigerators have the highest inspirational value of all consumer durables, with the
exception of televisions. This accounts for the high growth rate of the refrigerator market. The
refrigerator market has been growing at a rate of about 15% per year, while the consumer
durables industry as a whole has grown at almost 8%. The size of the refrigerator market is
estimated to be 3.5- 4 million units approximately, valued at Rs 50 billion. The domestic
penetration rate of refrigerators is about 9%. The penetration of refrigerators is considerably
higher in urban areas, which account for 75% of the demand, with rural areas constituting the
other 25%. The demand is also higher in the northern and western parts of the country than in the
east. The south also has high demand as the warmer weather of the south requires a refrigerator
running throughout the year.
2

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CHAPTER-2 COMPANY OVERVIEW
Business Type Exporter , Manufacturer
Capital in Rupees Rs. 25 crore
Export Percentage 25%
Primary
Competitive
Advantages
 Quality and quantity improvement
 ISO 9001 certification & HACCP process
 JV with Italian Cold Room Door manufacturing company in
pipeline
 Persistent research and development
Sales Volume INR 20 Crore
No of Staff 200
Year of
1989
Establishment
No of Production
Lines
5
Export Markets Gulf, South East Asia, European Union (EU), Australia, Nagaland,
Pakishtan, Japan , Uanda
Investment on
Manufacturing
Equipment
INR 15 Crore
OEM Service
Provided
Yes
Production Type Semi-Automatic
No of Engineers 10
No of Designers 2
Monthly Production
Capacity
As per customer's orders
Memberships  The American Society of Heating, Refrigerating and Air-
Conditioning Engineers (ASHRAE)
 Global Cold Chain Alliance
Credit Rated Yes
Product Range  Sandwich PUF Panel

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 Cold Room
 Walk-in Cold Storage
 All Types of Chillers
 Blast Freezer
 Hardener
 Ice Candy Machine, etc.
In addition to these products, we are also offering various other
products that too are developed using the best tools and
technology. Some of these durable and high quality products are as
follows:
Blast Chillers Ice Cream Churner
Water Cooler Ice Cream Hardener
Candy Hardener Laboratory Freeze
Dairy Products Freezer Milk Cooler/Milk Storage
Tank
Deep Freeze Bottle Cooler Under Counter Refrigerator
Deep Freezer Vertical Freeze
Ice Candy Production
Machine
Standard
Certification
ISO 14001 and ISO 9001:2000
Ahmedabad City Office Address
Ic Ice Make Refrigeration Pvt. Ltd.
B/1, Ground Floor, Vasu-Pujya Chambers,
Nr. Navdewep Building,
Income-Tax Cross Road,
Ashram Road,
Ahmedabad-380009
Gujarat State, India.0

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WHY ICE MAKE?
Many of the refrigeration equipment users have pleased their whole hearted trust and
staked reputation of their brand on the IC ICE MAKE products. The rugged and reliable range
backed by ICE MAKE unmatched service has emerged as the first performance for all biggest
names in the business in commercial refrigeration segment.
We have been adjudged as the best organization exploring new frontiers with innovative ideas
and ample of creativity. Our competitive advantages are:
 20 Years of vast industry experience
 Consistent service to the customers
 Excellence in quality and service
 Exponential growth & expansion rate
 Building trust & confidence through quality products & services.

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 Company Growth 
 Humble Beginning In 1989   1993 – the year of Expansion
 Substantial growth in the year 2009 
Survey No. 226/227, Dantali Industrial Estate, Gota-Vadsar Road, Dist.: Gandhinagar,
Gujarat State, India.

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 Objective 
IC ICEMAKE Refrigeration’s primary objective is customer satisfaction first and not Profit only. We
usually do not advertise our product to save on the publicity cost. Due to our service-quality, business
ethics and fulfillment of commitment to our customers, we earn the goodwill of our valued customers
who use our products.
Their word-of-mouth publicity has helped us not only to acquire new references but also to capture a
significant market share in the industry.
 Vision & Mission 
Company's Vision
"To become the one-stop shop for all the domestic, commercial & industrial refrigeration and cooling
solutions"
 The vision of our company is focused on excellence, highest quality and on becoming the leader in
technology. We are redefining quality with every passing day; for providing top grade products with
services & setting high standards of quality with respect to client orientation.
 Quality Policy 
IC ICE MAKE REFRIGERATION PVT. LTD. is committed to provide Energy saver & Eco – Friendly
high quality products & Services to achieve total customer satisfaction.
We are committed to quality, integrity and excellence in all areas of business. We pledge to monitor our
performance as an on-going activity and strive for continual improvement, through enhancing skills of
all employees through training and motivation.

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 Total Quality Management 
An ISO 9001:2008 certified company.
Our products those are well-designed and capable of withstanding harsh conditions for a long period of
time. The Refrigeration units are exceptionally compact, economical, shock proof and come with
substantial guarantee and warranty period.
We have quality conscious committed team of high skill people.
 Terms and Conditions 
Sample Availability and
Policy
Testing at factory.
Payment Terms and
Conditions
 25% advance
 50% at the time of inspection
 25% at the time of delivery at the factory.
Delivery and
Product/Warranties
1 year warranty.
After Sales and Services We provide value added after sales services by engaging
the most skilled service staff.

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 MANAGEMENT 
Mr. Chandra Kant Patel
Designation: Director
Age: 42 Years
Qualification: Engineer
Experience: He founded the “Ice Make” in 1989. He is the main architect of building ‘Ice Make‘Brand
in India.
Expertise: Face of Ice-make | Marketing | R&D of New Products
Mr. Rajendra Patel
Designation: Director
Age: 40 Years
Qualification: Engineer
Experience: He Joined “Ice Make” in 1990. He is the main architect of Total Quality Management for
‘Ice Make‘Brand.
Expertise: Production & Purchase | R&D of Cold Room production Line + Quality
Enthusiast
Mr. Vipul Patel
Designation: Director
Age: 35 Years
Qualification: Engineer
Experience : He Joined “Ice Make” in 1992. He is the main architect of Total Quality Management for
‘Ice Make‘ Brand.
Expertise : Production & Purchase | R&D of Refrigeration System
Our Strength :
MBA : 3 | Engineers : 15 | Graduates : 26 | Diploma : 21| Technical : 134

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 INFRASTRUCTURE 
 CNC PUF Dispensing Machines 
1) Cannon-Italy Made A-200 : 1 Machine
2) SAIP-Italy Made S-60 : 3 Machine
 PUF Panel Press 
1) Poly Craft Made :2 Machine
Size: 3.50 mt x 1.25 mt
2) Poly Craft Made :1 Machine
Size: 6.00 mt x 1.50 mt
 Corner Panel Press 
Poly Craft Made: 1 Set
Size : 3.50 mt x 3.00 mt
 Roll Forming Machine 
WNC Made : 1 Machine
Size : 1.4 mt Width
 Panel Packing Machine 
WNC Made: 1 Machine
Size : 1.4 mt Width

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 Advance Infrastructure 
 Vast 1,25,000 Sq Feet Production Unit Area
 Specialty Machines Such As
 Searing Machine
 Argon-arc-gas Welding Machine,
 Pneumatic Tools
 Galileo-make Vacuum Pump,
 Charging Unit,
 Leak Detector, Among Others.
 Well experienced Staff
 Highly Creative R&D Team Initiates Out Of The Box Designs And Innovative
Techniques For Business Proficiency.
 Large Warehouse To Store Finished Products
Total Land 125,000 Square Feet
Construction Area 50,000 Square Feet
Office Space 2500 Square Feet
Show Room 1800 Square Feet
Conference Hall 500 Square Feet
Warehouse 10,000 Square Feet

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 OUR VALUEABLE CUSTOMERS 
 Hospitality Sector 
 Pharmaceutical Sector 
 Ice-Cream Sector 

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 Dairy Sector 
 Bakery Sector 
 General Sector 

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 Different Type of Sector 
 Dairy Product industry
 Ice Cream industry
 Food processing industry
 Fruit ripening Industry
 Horticulture Industry
 Floriculture Industry
 Hotel – Restaurant
 Retail Outlet for Dairy – Ice Cream
 Hospitality industry
 Pharmaceutical Industry
 Plastic Industry
 Chemical Processing Industry
 Biological / Research
 Chest Freezer / Deep Freezer
 Water Cooler
 Vertical Freezer – Chiller
 Milk Cooler
 Bulk Milk Chiller
 Under Counter Refrigeration
 Ice Candy Production Machine
 Hardner (Tunnel Type)
 Aging VAT
 Blast Freezer
 Evaporative Condenser
 Mini Ice Plant

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 Condensing Unit 
Type: Air cooled & Water Cooled
Capacity: 0.3 Tr to 25 Tr
Temp: 16 ° C to -40 ° C
 Air cooled   Water cooled 
 Evaporating Unit 
Temp : 16 ° C to +30 ° C
Body : Aluminum / GI Powder Coated or Fully SS
 Single Phase / Three Phase Control panel
 Cold Room Accessories 
 Hatch Door
 View Port
 Bulk Head
 Ceiling Panel Hanging Clamp

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 Chilling Plant 
 Domestic Air Cooled   Industrial Air Cooled
• Milk and Dairy pasteurizing, food product Chemical / Pharmaceuticals process chilling plant
• Plastic process chilling plant for: Injection molding, Blow molding, (mould chiller) etc. Extruders,
PVC pipes, Woven sacks, PP film laminations etc.
• Calendars (Plastic or Rubber) • Lubricants / Hydraulic oil cooling and Dew axing of oils
• Printing ink / Paper waxing cooling • Bleaching / Dyeing industry
• EDM machine cooling • Concrete curing Glazing in Concrete batching plants
 With Rack System 
RACK SYSTEM is the advance technology for the capacity management system. In this system you can
divide the total system capacity in multistage stage compressors system or Tendon compressor system
by use of the RACK SYSTEM. You can manage the plant capacity in reference of the product load
variation. If there is peak product heat load during initial stage of production process or due to extreme
high climate condition RACKSYSTEM will be helped to increase the system capacity as per product
load variation in reference of system total capacity. System capacity increased and decreased command
is actual power saving concept and you can save your money, RACK SYATEM is not for particular
Refrigerant system, you can use it with all kind of O Refrigeration and Air-conditioning product.
Temperature range -400 c to 15 c. and capacity 3TR to 500TR andmore RACK SYSTEM means
TOTAL SOLUTION IN ONE SYSTEM.

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 Open Skid Type
 Water Cooled
 Ice Bank Tank (IBT Type)
 Ice Cream & Ice Candy Machinery
 Vertical Forced Draft Type
 Window Forced Draft Type
 Blast Freezer
 Ice Candy Plant (Loly Tank)
 Ageing VAT
 Domestic Commercial Refrigeration 
 Deep Freezer Static Type  Deep Freezer 
 Bottle Freezer   Dairy Freeze 

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 Vertical Freeze 
 Vertical DEEP Freeze 
 Milk Storage Tank 

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 Milk Cooler   Under Counter Refrigeration 
 Water Cooler 
 New Product Development 
Mobile Refrigeration Van Cold Room Door

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CHAPTER-3 LITERATURE REVIEW
Scope of market research in view of modern global business:
Research methods provide you with the knowledge and skills you need to solve the problems and meet
the challenges of a fast-paced decision-making environment. Business research courses are recognition
that students in business, not-for-profit, and public organizations – in all functional areas – need
training in the scientific method and its application to decision making. Two factors stimulate an
interest in more scientific decision making: (1) the manager’s increased need for more and better
information and (2) the availability of improved techniques and tools to meet this need.
During the last two decades, we have witnessed dramatic changes in the business environment.
Emerging from a historically economic role, the business organization has evolved in response to the
social and political mandates of national public policy, explosive technology growth, and continuing
innovations in global communications. These changes have created new knowledge needs for the
manager. Other knowledge demands have arisen from problems with mergers, trade policies, protected
markets, technology transfers, and macroeconomic savings – investment issues.
The trend toward complexity has increased the risks associated with business decisions, making it
more important to have a sound information base. Increased complexity means there are more
variables to consider. The competition is more vigorous, with much business downsizing to make
competitive gains. Workers, shareholders, customers, and the public are better informed and more
sensitive to their self-interest. Government continues to show concern with all aspects of society. Each
of these factors demands that managers have more and better information upon which to base
decisions. To do well in such an environment, you will need to be equipped with an understanding of
scientific methods and a means of incorporating them into decision making. You will need to know
how to identify good research and how to conduct it. This book addresses these needs.
As the complexity of the business environment has increased, there has been acommensurate, increase
in the number and power of the tools to conduct research. Theories vastly more knowledge in all fields
of management. We have begun to build better theories. The computer has given us a quantum leap in
the ability to deal with problems. New techniques of quantitative analysis take advantage of this
power. Communication and measurement techniques have also been enhanced. These trends reinforce
each other and are having a massive impact on business management.
 Sources of collection of primary and secondary data for market research.

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Internal Sources
Internal sources of organizational data are so varied that it is difficult to provide generalizations about
their use. Accounting and management information systems create and store much of the internal data.
Research and development, planning, and marketing functions also contribute. Examples are
departmental reports, production summaries, financial and accounting reports, and marketing and sales
studies. The collection methods used are unique to the specific situation, and collection success
depends on knowing just where and how to look. Sometimes the information may exist in central files
(i.e., at headquarters), in computer database, or in departmental chronological files.
In other organizations, a central library keeps all relevant information. Systematic searches should be
made through exploratory interviews with everyone who handles the information. Often company
librarians, MIS. PR/communications or departmental secretaries can help in pinpointing critical data
sources. Internal data sources may be the only source of information for many studies.
External Sources
External sources are created outside the organization and are more varied than internal sources. There
are also better defined methods for finding them. This discussion is restricted to published sources,
although other sources of information may be useful.
Published sources of data can be classified into five categories. The newest and fastest growing one is
computerized database. They are composed of interrelated data files. The files are sets of records
grouped to get her for storage on some medium. Access may be through online search or CD-ROM.
Online databases are often specialized and focus on information about a particular field.
Major source of published information consists of diverse materials from special
collections. Within this category there are many reference books, each a compendium of range of
information. A second group includes university publications, of which there are master’s theses,
doctoral dissertations, and research records. A third group includes company publications such as
financial reports, company policy statements, and speeches by prominent executives, sales literature,
product specifications, and many others. There are miscellaneous information sources consisting of the
productions of various trade, professional and other associations. These organizations often publish
statistical compilation, research report, and proceeding of meeting miscellaneous information sources
consisting of the productions of various trade, professional and other associations. These organizations
often publish statistical compilation, research report, and proceeding of meeting.
21

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CHAPTER-4 OBJECTIVES
 To find out the customer satisfaction level about our product.
 To find most important parameter for selection of company’s different product like chilling
plant, dairy freeze and cooler.
 To understand the needs of customers for survey of customer satisfaction.

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CHAPTER-5 RESEARCH METHODOLOGY
What is research?
It is a systematic process of collecting & analyzing information in order to increase our
understanding of the phenomenon about which are concerned or interested.
The research is basically an exploratory research. We will do by way of extensive literature
review of books to find out the scope and basic background, journals and other published data
related to the focus of the study, as also concerned websites, was carried out to gather
background information about the general nature of the research problem.
Research methodology is considered as the nerve of the project. Without a proper well-organized
research plan, it is impossible to complete the project and reach to any conclusion. The project
was based on the survey plan. The main objective of survey waste collect appropriate data, which
work as a base for drawing conclusion and getting result.
Therefore, research methodology is the way to systematically solve the research problem.
Research methodology not only talks of the methods but also logic behind the methods used in
the context of a research study and it explains why a particular method has been used in the
preference of the other methods.
Research design
Research design is important primarily because of the increased complexity in the markets well
as marketing approaches available to the researchers. In fact, it is the key to the evolution of
successful marketing strategies and programmers. It is an important tool to study buyer’s
behavior, consumption pattern, brand loyalty, and focus market changes. A research design
specifies the methods and procedures for conducting a particular study. According to Kerlinger,
“Research Design is a plan, conceptual structure, and strategy of investigation conceived as to
obtain answers to research questions and to control variance.
Research design specifies methods and procedures for study. In this study the company was
interested to know the demand of different consumer durable product, about competitors, and
potential for company procedures to be used for the study among retailers/dealer.

24. CUSTOMER SATISFACTION SURVEY
Data Collection:
This report was prepared after collecting data from the customer and past data was arranged from
the various studies conducted in last few years and various other records of company.
24
Primary Data:
These data were collected by personal interview with customer. For this purpose
Questionnaires were prepared in such that all necessary data would be collected.
Secondary Data:
Information regarding the project, secondary data was also required. These data
were collected from various past studies and other sources of the company.
SAMPLING METHOD :
Random Sampling method
SAMPLE SIZE:
100 customers
RESEARCH TOOLS:
Questionnaires

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CHAPTER-6 DATA ANALYSIS, RESULTS &
INTERPRETATION
1. What do you feel about quality of our products?
Good 98
average 2
poor 0
98
120
100
80
60
40
20
0
1 2 3
Interpretation:
2 0
According to the customer, dairy freeze is leading in the market in Ahmedabad with 98%. After
that candy plant, chilling plant follow them.

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2. Are you satisfied with the delivery on time .
yes 100
no 0
120
100
80
60
40
20
Interpretation:
100
According to the customer the delivery of the products always been done on time...
3. Is installation have been done on time?
Yes 100
No 0
0
0
1 2

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120
100
80
60
40
20
Interpretation:
100
According to customer, for more sale of product depends on product’s price,quality,service and
advertisement. That’s why company can maintain its factors.
4. Usage of the power
Excellent 30
good 58
average 11
poor 0
bad 1
0
0
1 2
30
58
11
0 1
70
60
50
40
30
20
10
0
1 2 3 4 5

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Interpretation:
According to the customer, 26% customers are said that the quality of product is very good,38%
customers say good,24% customers say satisfactory and 12% customers say poor.
5. Rate to the Machinery Noise
Excellent 38
good 48
average 15
poor 0
bad 1
38
60
50
40
30
20
10
0
1 2 3 4 5
Interpretation:
48
15
0 1
According to the customer, they have faced many times seasonal shortage of company’s product
on the basis of above chart.

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6. Rated temperature needed.
Excellent 45
good 31
average 21
poor 3
bad 1
45
50
45
40
35
30
25
20
15
10
5
Interpretation:
31
21
3 1
According to customer’s survey, I find out that most of customers response in positive, so
the delivery of product is time period of customer.
0
1 2 3 4 5

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7. Rate the other features.
excellent 49
good 38
average 12
poor 1
bad 0
49
1 2 3 4 5
Interpretation:
38
12
1 0
According to customers survey, I find out that most of customers response in positive, so
the installation work completed mostly as per commitment time period..

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8. Feedback for sales after services
excellent 20
good 67
average 13
poor 0
Bad 0
20
1 2 3 4 5
Interpretation:
67
13
0 0
With help of customer survey, I find that product fitting/look/hardness is best with 85%
of customer’s opinion.

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CHAPTER-7 FINDINGS
 According to my survey, I noted that company provides better services to the customers
and most of customers satisfied with the service.
 Company provides time to time delivery as per the opinion of customers.
 It provides good installation facilities for the cold room and other product.

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CHAPTER-8 LIMITATIONS OF PROJECT
Although I tried my best in preparation of this project, but this study has some limitation:
 The period of the project was not sufficient to study all the factors in deep.
 Visiting various places for the study consumed a lot of time.
 I cannot say that what the consumer have revealed will be right for each and every
Situation because their perception is influenced by many factors.
 Many customers showed less interest in providing information and haven’t cooperated.

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CHAPTER-9 RECOMMENDATIONS
The study is not complete without suggestions. Some suggestion is as follows.
 The organization is required to pay attention on customer relationship and sales & services.
 The company should try to make various types of the refrigeration & different types of
shades.
 The company should introduce various promotion schemes for brand building.
 According to my view, IC ICE MAKE REFRIGERATION PVT. LTD. should advertise
more in local news paper like a Gujarat Samachar and Sandesh, then magazine because
majority of persons read local newspaper & magazine.

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CHAPTER-10 CONCLUSION
 After doing survey on customer satisfaction, I have noted that company can provide better
service after supply the order and take responsibilities during their terms & service of
time which company provides at the time of delivery.
 On the basis of my study and observation I have found that company is very much
progressive not in terms of Turnover only, but Infrastructure, R & D, expansion of new
business – i.e. Domestic Market to Export Market also. There is also substantial
increased in profit year by year. Vision of the Management is focused on growth of the
company by new invention, adoption of new technology, providing better quality of the
products and better services, ultimate goal to achieve good customers and progress of the
company.

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BIBLIOGRAPHY
 http://www.google.com
 http://www.icemakeindia.com
 http://www.scribd.com
By Ankita Sendre
& Dipti ghadiya