In this Slide 2 special surveys are done according to the customers, One survey is done on Consumer Durable Product called Fastrack, a subsidiary of TATA's Titan and another product is FMCG product called Dove and in both of them Customer Satisfaction status is found out weather they think its Good product according to customer or not.

1. Customer Satisfaction Towards Fastrack Watches
and Dove Soaps
Submitted to:
Dr. Arvind Kaur Birdie
Submitted By:
Manish Sharma
Shresth Kapoor

2. Outline
• Introduction
• Research Methodology
• Limitations of Survey
• Objectives of the Study
• Analysis and Interpretation
• Findings
• Suggestions and Recommendations
• Conclusion
• References

3. Introduction of Fastrack Watches
• Fastrack was launched in 1998 as a sub-
brand of Titan. With a vision to become
a complete fashion brand for the youth,
Fastrack quickly extended its footprint
to sunglasses in 2005 & then Bags, Belts
& Wallets in 2009.
• The first Fastrack store was opened in
Pune in 2009; which has now grown to
over 150 stores.

4. Introduction of Dove Soaps
• Dove is a personal care brand
owned by Unilever originating in
the United Kingdom.
• Dove products are manufactured
in Argentina, Australia, Brazil,
Canada, China, Germany, India,
Indonesia, Israel, Ireland, Mexico,
Netherlands, Pakistan, Philippines,
South Africa, Thailand, Turkey and
United States. The products are
sold in more than 80 countries and
are offered for both women and
men.
• The Dove trademark and brand
name is currently owned by
Unilever.

5. Research and Methodology
• The study is exploratory in nature, it consists primary as well as
secondary data.
• Convenience sampling techniques used for data collection
• The study is conducted in city of Gurgaon in ISM College, Gurgaon.
• Total 20 respondents were interviewed with help of Questionnaire
and personal interview.
• Secondary data has been collected from, articles, company website,
research papers, etc.

6. Objective of the study for Dove Soaps
• To know the socio-economic profile of the consumers of the Dove
soap.
• To determine the most influencing factor in the purchase of the Dove
soap.
• To know the source of influence in the purchase of Dove soap
• To know the pattern of usages of the Dove soap.
• To study the satisfaction of the consumers towards the Dove soap
based on the various products .

7. Objective of the study for Fastrack watches
• To understand the existing product quality in Fastrack watches.
• To investigate whether the product quality of Fastrack watches is
capable of addressing all demands made by customer.
• To identify the difference between Expectation & Perception of
customers in product quality offered by Fastrack watches.
• To understand about the customer satisfaction for Fastrack watches

8. Limitations of Study
• 20 respondents cannot represent the population, as a whole. So the findings
may be biased.
• Time plays a havoc role in data collection. So, the sample is restricted to 20.
• Chances of biased responses from the customers,
• The area of Survey is Restricted to only Students of ISM college.

9. Analysis and Interpretation of Dove Soap
Q1. Which among the following you use for body wash?
100
0
0
20
40
60
80
100
120
Total Respondents
Body Soap Body Cream
Interpretation: From above we can easily Identify that all 20 respondents we have used for this survey are
using Body Soaps for there body wash.
Product Total
Respondents
Percentage
Body Gel 0 0%
Body Soap 20 100%

10. Q2. Have you ever tried Dove Soap?
Total
Respondents
Percentage
Yes 20 100
No 0 0
0
20
40
60
80
100
120
Category 1
Yes No
Interpretation: From above we can easily analyze that all our respondents have tried dove soaps at least
once.

11. Q3. Which soap you prefer the most among the
following?
Brand No. of
Respondents
Percentage
Dove 9 45%
Lux 5 25%
Pears 4 20%
Nivea 0 0%
Lifebouy 1 5%
Santoor 0 0%
Other 1 5%
Interpretation: From above pie-chart we can easily analyze that 45% percent of respondents mostly
prefer Dove while buying any Soap.
45%
25%
20%
5%
5%
Dove
Lux
Pears
Nivea
Lifebouy
Santoor
Other

12. Q4. Do you use Dove soap Regularly?
Buy Regularly Total
Respondents
Percentage
Yes 11 55%
No 9 45%
Interpretation: From above graph we can identify that 55% of the respondents mostly use Dove on a regular basis.
55%
45%
0%
10%
20%
30%
40%
50%
60%
Yes No
Percentage

13. Q5. Reason for Buying Dove?
Reason No. of
Respondents
Percentage
Price 2 10%
Quality 12 60%
Brand Name 5 25%
Availability 0 0%
Quantity 1 5%
Interpretation: From above pie chart it can be analyzed that respondents mostly prefer Buying Dove
soaps because of the quality its providing and that too at cheap and best price.
10%
60%
25%
5%
Percentage
Price
Quality
Brand Name
Availability
Quantity

14. Q6. Which thing influence you the most while
buying Dove soaps?
Source of
Influence
No. of
Respondents
Percentage
Advertisements 2 10%
Brand Image 8 40%
Quality 8 40%
Parents 2 10%
Friends 0 0
Interpretation: From above pie chart we can analyze that most of the customer prefer Dove soaps
because of Good brand image of it and the litmus paper quality they are providing to the customers.
10%
40%40%
10%
0%
Advertisements
Brand Image
Quality
Parents
Friends

15. Q7. Total requirement of the Dove soap per
month
Requirements No. of
Respondents
Percentage
1 Soap 4 20%
2 Soaps 13 65%
3-4 Soaps 2 10%
4-5 Soaps 1 5%
Interpretation: From above pie chart it can be analyzed that average number of soaps used by particular person is
2 soaps per. Month.
20%
65%
10%
5%
1 Soap
2 Soaps
3-4 Soaps
4-5 Soaps

16. Q8. Consumer’s opinion about the price of
Dove Soap
Price No. of Respondent's Percentage of
Respondents
Reasonable 14 70%
Costly 1 5%
Cheaper 5 25%
Interpretation: From above data it can be easily analyzed that most of the respondents prefer the
price of Dove soap as most reasonable as compared to the quality its providing to other customers.
70%
5%
25%
Reasonable
Costly
Cheaper

17. Q9. Consumer’s Suggestions to improve the
sales of Dove soaps
Suggestions Respondents Percentage
Improve Quality 1 5%
Advertisement 12 60%
Brand Awareness 1 5%
Price 0 0%
Fragrance 6 30%
Interpretation: From above pie chart it can be analyzed that customers are already satisfied with good quality
that Dove is providing but they want more ads to be advertised on TV’s for improvement of sale of Dove.
5%
60%
5%
0%
30%
Improve Quality
Advertisement
Brand Awareness
Price
Fragrance

18. Q10. Respondents Recommendation of this
brand to others
Recommendation Respondents Percentage
Yes 18 90%
No 2 10%
Interpretation: From above graph it can be easily analyzed that most of the Dove users are in favor of it and are going to
recommend it to others.
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Yes No

19. Analysis and Interpretation of Fastrack Watches
Q1. Have you ever owned a Fastrack Watch?
Ownership Total
Respondents
Percentage
Yes 20 100
No 0 0
0%
20%
40%
60%
80%
100%
120%
Yes No
Series 1
Interpretation: From above data we can easily analyze that all respondents have once in their life owned a Fastrack watch.

20. Q2. Reason For selecting Fastrack watch?
Selection of
Watch
Total Respondents Percentage
Brand Value 3 15%
Style 10 50%
Prestige symbol 5 25%
Other 2 10%
Brand Value
Style
Prestige Symbol
Other
Interpretation: From above pie chart it can be easily analyzed that mostly people who buy fastrack watches is because of
its style as they provide watches with latest trends and looks.

21. Q3. You came to know about the brand via
Total
Respondents
Percentage
Advertisements 13 65%
Social Network 2 10%
Peer 1 5%
Family 1 5%
Others 3 15%
Advertisements
Social Network
Peer
Family
Others
Interpretation: It can be easily analyzed from above that most of the people who have bought Fastrack Watches came to
know about it from Advertisements mostly.

22. Q4. How long have you been using fastrack
watches?
Usage Total
Respondents
Percentage
0 – 6 months 2 10%
6 – 12 months 7 35%
12 – 18 months 9 45%
More than 18 months 2 10%
0 -6 months
6 - 12 months
12 - 18 months
More than 18 months
Interpretation: From above pie chart it can be easily analyzed that most of the respondents are using Fastrack
watches for more than 1 year and some of them are also using it for more than 6 months. This will help us to get
good idea about the product and make our data also more precise.

23. Q5. How many times you went to repair the
watch?
Repairs Total Respondents Percentage
Never 13 65%
One time 5 25%
Two times 2 10%
Three Times 1 5%
More than three
times
0 0%
Never
One Time
two Times
Three times
More than 3
Interpretation: From above table we can easily figure out that the product manufactured by Fastrack are very durable
which can be understood with that 65% of consumers have not faced any problem while using fastrack watches.

24. Q6. Compared to other Brands Fastrack is
Total
Respondents
Percentage
Much Better 3 15%
Somewhat better 10 50%
About the same 5 25%
Somewhat worse 2 10%
Much Worse 0 0% 0%
10%
20%
30%
40%
50%
60%
Much better Somewhat
better
About the same Somewhat
worse
Much Worse
Series 1
Interpretation: From above graph it can be easily analyzed that the respondents using fastrack watches prefer fastrack over other
watch brands as 50% of them think that its ‘Somewhat Better’ than other brands available in the market.

25. Q7. Are Fastrack watches affordable?
Affordability Total Respondents Percentage
Strongly agree 0 0%
Agree 9 45%
Neutral 8 40%
Disagree 3 15%
Strongly Disagree 0 0% 0%
5%
10%
15%
20%
25%
30%
35%
40%
45%
50%
Strongly agree Agree Neutral Disagree Strongly
Disagree
Series 1
Interpretation: According to respondents Fastrack watches are quit affordable as 45% of respondents agree on
that and some people also say that its neutral neither too high neither to low with 40% respondents.

26. Q8. Fastrack is Excellent for?
Excellence Total
Respondents
Percentage
Overall Quality 15 75%
Purchase
Experience
0 0%
Usage Experience 5 25%
After Purchase
Service
0 0%
0%
50%
100%
150%
200%
250%
300%
350%
400%
450%
500%
Overall Quality Purchase
Experience
Usage Experience After Purchase
Experience
Series 1
Interpretation: From above Graph we can easily identify that people prefer Dove more for its Litmus Paper Quality
and provides soft skin after using it.

27. Q9. Will you buy fastrack’s watch again?
Total
Respondents
Percentage
Defiantly will 2 10%
Probably will 2 10%
Not sure 7 35%
Probably will not 8 40%
Defiantly will not 1 5%
Interpretation: As it can be analyzed from above table that respondents will not mostly prefer fastrack watch to buy again
maybe because of introduction of Smartwatches, Smartbands and Apple Watch.
Definatly will
Probably will
Not sure
Probably will not
Definatly will not

28. Q10. Will you recommend others to buy
Fastrack watches?
Recommendation Total Respondents Percentage
Yes 12 60%
No 8 40%
0
10
20
30
40
50
60
70
Yes No
Series 1
Interpretation: From this survey we can analyze that 60% of the respondents will recommend Fastrack Watches to others
to buy them while other 40% don’t.

29. Findings of ‘Customer Satisfaction towards
Fastrack watches’
• Majority of respondents are aware about the various range of products provided by
Fastrack watches through advertisements‘.
• Majority of the respondents felt that Fastrack watches are good than its competitors
• Majority of the respondents used the Fastrack watches for more than 1 year
• Majority of the respondents agreed that Fastrack watches are affordable.
• Majority of customers are satisfied with product range of bank. It will help the brand to
establish new leads & to have new customers with reference to their existing
customers.
• Majority of customers agree the fact that they will purchase rival brand, it show the
Fastrack need to work on Smart watches now rather than simple watches as they are
going to have competition with them in future and if they want to retain there market
share then they have to start with SmartWatches now.

30. Findings of ‘Customer Satisfaction towards
Dove Soaps’
• 45% of the respondents use Dove soap.
• 55% respondents purchase Dove soap regularly.
• 60% of the respondents prefer quality to buy Dove soap.
• 79% of the respondents feel that price of the Dove soap is reasonable.
• 51% of the respondents require 2 soaps per month.
• 35% of the respondents are influenced by the Advertisements.
• 37% of the respondents suggest to add some fragrance.
• 81% of the respondents recommend this brand to others.
• 70% of the respondents think that price of Dove soap is quit reasonable.

31. Suggestions and Recommendations for
Fastrack Survey
• From the survey it is clear that majority of the customers were young people and
the advertisements, products offered by Fastrack watches exactly matches the
demand of youth. This makes Fastrack watches ahead of its competitors
• In order to improve its sales, ad promotion should be taken care, excellent
customer care should be provided and also it should reduce its service time
• Due to emergence & tough competition from rivals Fastrack watches should soon
implement online ordering and selling. If cash on delivery scheme is implemented
it can enhance sales
• For common doubts & queries suitable recordings can be made. Queries &
recommendations can be uploaded in website of Fastrack

32. Suggestions and Recommendations for Dove
Soap Survey
• Dove should more work on Advertisements rather than selling it
without any promotion techniques.
• Price of Dove Soap could be bit low if they want to target customers
in rural areas.
• Dove should work on fragrance of the products and introduce more
products with different fragrances.

33. Conclusion for Fastrack Watch Survey
• On the growing influence of globalization on the Indian watch industry, a number
of global manufacturers are coming into the Indian watch industry. In such a
dynamic environment Fastrack need to be more quality conscious since the
products offered are almost similar by all the watch manufacturers in the
industry. Fastrack needs to take serious efforts to make itself competitive and
stable in the dynamic market situation by focusing on the service quality aspects.
• Gaining and maintaining consumer preference is a battle that is never really won.
Continued and consistent branding initiatives that reinforce the consumer‘s
purchase decision will, over time, land the product in consumer preference sets.
Attaining and sustaining preference is an important step on the road to gaining
brand loyalty. Most of the consumers prefer Fastrack watches due to its strong
brand image, and the main factor forcing the customers to buy Fastrack watch is
advertisements through the print and electronic media

34. Conclusion for Dove Soap Survey
• Customers are the king of the market, superiors in an organization
and Goose laying Eggs. Customers’ satisfaction plays a significant role
in modern marketing era. Soap is a important product for the day to
day consumption of the customers. Nowadays competition is going
on with a flame of advertisement war. A lot of varieties of soap are
being introduced by several producers.
• In these competition situations, some soap because evil effects due
to a mixture of chemical compounds. People need quality of soap for
which they are ready to have brand loyalty or switch over from one
brand to another. In order to capture the needs of all the segments of
people, the products are introduced in different quantity for perfect
quality of users if it so, the soap will definitely bring more market
potential for soap.

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