Customer satisfaction towards services provided by hih realty

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A
PROJECT REPORT
ON
A Study on Customer Satisfaction towards Services Provided by
HIH Realty
FOR
Home India Home Pvt Ltd
MASTER OF MANAGEMENT STUDIES (MMS)
UNIVERSITY OF MUMBAI
SUBMITTED TO
MARATHA MANDIR‟S
BABASAHEB GAWDE INSTITUTE OF
MANAGEMENT STUDIES
MUMBAI CENTRAL
SUBMITTED BY: PRATIMA NIVRUTTI PATIL
BATCH: MMS (2012-2014)
ROLL NO: 98

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DECLARATION
I, Pratima Nivrutti Patil student of Masters of Management Studies (Semester III) of
Babasaheb Gawde Institute of Management Studies (BGIMS), hereby declare that I have
successfully completed this project on “A STUDY ON CUSTOMER SATISFACTION
TOWARDS SERVICES PROVIDED BY HIH REALTY” as a part of my ‘Summer Internship’.
The information incorporated in this project is true and original to the best of my
knowledge.
Signature

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ACKNOWLEDGEMENT
I would like to express my gratitude and sincere thanks to Mr.Tushar Manik , Co-Founder and
Chief Marketing Officer of HIH Realty Pvt.Ltd, for giving me this opportunity and for instilling
confidence in me to carry out this study and extending valuable guidance and encouragement
from time to time, without which it would not have been possible to undertake and complete
this project.
I also wish to extend my appreciation to others who have contributed towards this project
through their feedback and comments to complete the findings and report.
I would also like to thank Mr. Sunil Karve, Director, Maratha Mandir’s Babasaheb Gawde
Institute of Management Studies, for his continuous support, encouragement and support.
I would also like to thank my parents and others, who have stood by me whenever needed, and
without whose support this task would not have been accomplished.

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CONTENTS
EXECUTIVE SUMMARY ……………………………………...……… 5
INTRODUCTION …………………………………………….…...…… 6
 India’s Real Estate Sector……………………………...………..…… 6-17
 Company Profile…………………………………………..…………… 18-29
 Customer Satisfaction…………………………………..……….…….. 30-39
 Literature Review…………………………………………….…..…….. 40
OBJECTIVES OF THE STUDY ……………………………………...... 41
SCOPE OF THE STUDY …………………………………..…...………. 42
RESEARCHAND METHODOLOGY …………………….…...………. 43
 Research Design……………………………………...………………… 43
 Sample Size ……………………………………………...……………… 44
 Data collection ………………………..…………………..……………. 45
 Statistical Tool…………………………………………………..…….... 46
DATA ANALYSIS …………………………..…………………….……. 47-61
FINDINGS ………………………….……..……………………………. 62-64
LIMITATIONS ……………………………..…………………………… 65
CONCLUSION ……………………….……………………..………….. 66
SUGGETIONS……………………………………………….…………. 67-71
RECCOMENDATIONS…………….……………..……………………. 72-73
BIBLIOGRAPHY …………………………………………...….....……. 74
ANNEXURE…………………………………………….…………….... 75-78

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EXECUTIVE SUMMARY
The aim of the study is to understand the level of customer satisfaction towards the
services provided by Home India Home Realty Pvt. Ltd. This study will help us to get a
better picture as to what customers perceive about companies services and their
awareness about the same.
The project incorporates taking feedback from already booked customer„s to know their
satisfaction level towards services provided by company.
The sample was decided based on simple random sampling method. The responses were
recorded by conducting a survey with the help of a questionnaire. The questionnaire has
been designed in such a way so as to bring out the most accurate data, which will enable
the study to get the closest vicinity of its objectives. The data collected from the survey
has been appropriately analyzed and has been interpreted in a meaningful way to offer
some suggestions and recommendations on improving performance.

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INTRODUCTION
INDIA’S REAL ESTATE SECTOR
Overview
While India continues to be one of the fastest growing economies, this pace of growth is
unlikely to sustain unless it is supported by an equally robust development of its
infrastructure. Key requirements in order to achieve a GDP growth rate exceeding 8-9%
include roads, power, ports as well as urban infrastructure. The last couple of budgets
have taken steps in the right direction for growth of the sector. An allocation of Rs. 200
billion towards infrastructure projects under the 2011 budget is an attempt to achieve the
Governments target for growth of Infrastructure under the Eleventh Plan.
India will have around 27 to 30 million shortages of housing units by 2013 and for this;
huge amount is required to carry on the development. Slowdown in the global economy
along with consistent increase in policy rates by the Reserve Bank of India (RBI) finally
seems to be impacting the domestic economy with the GDP growth cooling down since
past few quarters.
The GDP growth recorded during first quarter of financial year 2012 has slowed down to
7.7percent as against 9.3 per cent during first quarter of financial year 2011.Even the
projected GDP growth for financial year 2012 has been revised downward to 7.9 per cent
from 8.2 percent by the RBI.
The real estate sector in India is being recognized as an infrastructure service that is
driving the economic growth engine of the country. In fact, Foreign Direct Investment
(FDI) in the sector is expected to increase to US$ 25 billion in the next 10 years, from
present US$ 4 billion. The country's urban population will soar to 590 million by 2030,

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from 340 million in 2008.India's cities could generate 70 percent of the net new jobs
created by 2030, produce more than70 percent of the country's Gross Domestic Product
(GDP), and stimulate a near four-fold increase in per capita income. It also says that India
needs to invest US$ 1.2 trillion over next 20years to modernize urban infrastructure and
keep pace with the growing urbanization.
Non-resident Indians and foreign citizens who are Persons of Indian Origin (PIO) are
allowed to purchase immoveable property in India. Residential property prices have
stabilized now and are deemed attractive for the NRI home buyer. Industry experts feel
that with attractive pricing and innovation in construction technology and variety of
designs, NRIs are taking a fresh look at India as a unique market in which they can
invest.
Introduction
Real Estate business was one of the key drivers of growth before we witnessed the
present economic slowdown. Now, with companies trying to consolidate their positions
and finding effective means of sustaining growth, the management of real estate has
emerged as one of the key challenges for the corporate sector. The largest occupier of
office space in the country has been the Information Technology/ Information
Technology enabled Services (IT/ ITeS) segment, which primarily serves the US and
European markets. The economic slowdown in these markets have resulted in increasing
pressures on the margins of companies operating out of India, which in turn has led to the
companies looking to cut costs through reducing expenditure on the real estate segment.
The real estate sector in India assumed greater prominence with the liberalization of the

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economy, as the consequent increase in business opportunities and labour migration led
to rising demand for commercial and housing space. At present, the real estate and
construction sectors are playing a crucial role in the overall development of India‟s core
infrastructure. The real estate industry‟s growth is linked to developments in the retail,
hospitality and entertainment (hotels, resorts, cinema theatres) industries, economic
services (hospitals, schools) and information technology (IT)-enabled services (like call
centers) etc and vice versa.
The Indian real estate sector has traditionally been dominated by a number of small
regional players with relatively low levels of expertise and/or financial resources.
Historically, the sector has not benefited from institutional capital; instead, it has
traditionally tapped high net-worth individuals and other informal sources of financing,
which has led to low levels of transparency.
This scenario underwent a change with in line with the sector‟s growth, and as of today,
the real estate industry‟s dynamics reflect consumers‟ expectations of higher quality with
India‟s increasing integration with the global economy.
Present Scenario of Real Estate
Currently, about 5 per cent of India‟s GDP is contributed by the housing sector. The GDP
share of the real estate sector (including ownership of dwellings) along with business
services was 10.6per cent in 2010-11. After growing at 10.4 per cent in 2008-09, the rate
of growth of this sector has decelerated to 7.8 per cent in 2009-10 and further to 6.9 per
cent in 2010-11. Estimates show that for every rupee that is invested in housing and
construction, 0.78 paisa gets added to GDP.

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Housing ranks fourth in terms of the multiplier effect on the economy and third amongst
14 major industries in terms of total linkage effect according to Economic Survey 2011-
12.Demand for real estate is expected to grow at a compound annual growth rate (CAGR)
of 19percent between 2010 and 2014 Tier 1 metropolitan cities are projected to account
for about 40percent of this. Growing requirements of space from sectors such as
education, healthcare and tourism provide opportunities in the real estate sector. With
institutional credit for housing investment growing at a CAGR of about 18 to 20 per cent
per annum in the next three-five years, the housing sector‟s contribution to GDP is likely
to increase to 6 per cent. While India is among the top countries in terms of housing and
work space needs, it ranks 181st in construction permission processes according to the
World Bank‟s Doing Business 2012 report.

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REAL ESTATE MARKET
Real Estate Market Size
Activities in the real estate sector may broadly be classiﬁed into residential, commercial
and the retail segment and hotels. The size in terms of total economic value of real estate
development activity of the Indian real estate market is currently US$40-45bn (5-6% of
GDP) of which residential forms the major chunk with 90-95% of the market,
commercial segment is distant second with 4-5% of the market and organized retail with
1% of the market. Over next 5 years, Indian real estate market is expected to grow at a
CAGR of 20%, driven by 18-19% growth in residential real estate, 55-60% in retail real
estate, and 20-22% in commercial real estate.
Market Segment
In recent years, the Industry has evolved from a highly fragmented and unorganized
Market into a Semi-organized Market. The sector can be divided into residential,
commercial, retail and hospitality asset classes.
1. Commercial Sector
The commercial office space in India has evolved significantly in the past 10 years due to
change in business environment. The growth of commercial real estate has been driven
largely by service sectors, especially IT-ITeS. However, with the emergence of IT-ITeS,
which had huge office space requirement, commercial development started moving
towards city suburbs. It resulted in multifold development of city outskirts and suburbs
like Gurgaon near New Delhi, Bandra and Malad in Mumbai, and the Electronic city in
Bangaluru. In addition, over the last 10years, locations such as Bengaluru, Gurgaon,

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Hyderabad, Chennai, Kolkata and Pune have established themselves as emerging
destinations for commercial development, which are competing with traditional business
destinations such as Mumbai and Delhi. Tax sops on the profits of IT-ITeS companies
also led to stupendous development of IT Parks and SEZs.
However, the demand for office space is directly linked to addition in number of
employees, which in turn is dependent on economic growth. When economy slows down,
companies hold their expansion plans leading to lower demand for office space.
Downturn in the commercial real estate market in India, which had commenced during
the second half of 2008, continued during the second half of 2009. The sustained decline
was largely the result of postponement of expansion plans by corporate, which adversely
impacted demand for office space. IT/ITeS, which had been a major demand driver for
the sector in the last 2 years, increased utilization rates of existing commercial space by
increasing the number of shifts.
2. Residential Sector in Real Estate
Residential demand is the mainstay of the Indian real estate sector. The major demand
drivers for the residential market include increasing disposable income levels, increase in
the number of nuclear families / households, tax savings on home mortgage products as
well as real estate being considered a “necessary” investment. Demand for houses
increased considerably whilst supply of houses could not keep pace with demand thereby
leading to a steep rise in residential capital values especially in urban areas. Broadly,
residential real estate industry can be divided into four growth phases:-
Phase I (2001-2005) was an initial growth phase with stabilizing residential real estate

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prices following the global recovery post the “dot com” bust and 9/11 terrorist attacks in
New York. At the same time, there was steady growth in Indian economic activity,
noteworthy recovery in IT/ITES industry, growing urbanization and a rising trend
towards nuclear families.
Phase II (2006-2008) was a high growth phase where high demand for residential real
estate led to doubling of housing prices. Demand rapidly increased due to India‟s
growing population, accentuated urbanization, rising disposable incomes, rapidly
growing middle class and youth population, low interest rates, fiscal incentives on
interest and principal payment for housing loans and heightened customer expectations.
Phase III (2009-2010) witnessed substantial slowdown and part recovery in demand
because of the global economic downturn, which led to a decline in affordability and
tight liquidity. The retreat of various real estate investors, accompanied by slowdown in
the capital markets, has resulted in over supply and falling prices.
Phase IV (2011-2014) is expected to remain a consolidation phase after slowdown.
Demand is expected to remain strong with capital values witnessing modest rise. This
period is expected to witness substantial supply of housing especially in urban areas. In
spite of the stupendous growth witnessed in the past 10 years, substantial housing
shortage is still prevalent in India. The housing shortage in India is estimated at
78.7million units at the end of Phase II. The overall housing shortage in India is likely to
decline to 75.5 million units by the end of Phase IV.
However, housing shortage in urban areas will continue to rise owing to migration
towards urban areas and increasing trend of nuclear families. Housing shortage in urban
areas is estimated at 19.3 million units at the end of 2008, up from 15.1 million units at

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the start of 2005. Housing shortage in urban areas is likely to touch a walloping 21.7
million units by the end of 2014.
Rural areas, on the other hand, will witness a reduction in housing shortage due to
migration and conversion of kutcha houses into pucca houses. The government‟s
continuous focus on improving the housing situation, especially for population below
poverty line, under schemes like Indira AwaasYojna, Rajeev Gandhi Aawaas Yojna, Two
Million Housing Programmers, is expected to reduce housing shortage in rural areas.
Rural housing shortage is expected to decline to 53.8 million units by 2013-14 from 59.4
million units at the end of 2008.
3. Retail Real Estate
In 2010, India witnessed the addition of more than 5 million sq.ft. of organized retail mall
space across various primary and secondary locations. This was concentrated largely in
NCR, Mumbai, Bangalore and Chennai and was a consequence of the positive sentiments
amongst retailers on spatial expansion and enhancing their footprints across the country.
The growth of malls in India has increased to about 59 which comprises of the retail
stock. The retail stock share will increase to 36 per cent in the coming years. Results
found out through a survey state that the retail market is expected to grow in the coming
years. There is an increased development of retail malls which are primarily dominated
by the local developers. All the 59malls in the southern & Northern states are either in the
stages of construction or are already established. Few of the active project developers in
the Southern & Northern region are the Mantri Developers, The Prestige Group, DLF,
RMZ Corp and so on. Indian retailers are seeking to implement their expansion plans in

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the prime cities as well as select Tier II and Tier III cities. FDI in multi brand real estate,
when finally permitted, is expected to catalyze a lot of demand from international
retailers. That said, international luxury brands will restrict their growth plans to
Mumbai, Delhi and Bangalore.
4. Hospitality Real Estate
India‟s hospitality industry has enjoyed robust growth over the past few years buoyed by
a benign economic and political environment. Increase in domestic, business and leisure
travel has benefited hotels in India. Rising incomes, higher weekend trips and increased
access to travel-related information over the Internet have propelled growth in hospitality.
Premium segment hotels are more prominent in major business destinations in India and
are dominant in popular tourist destinations like Goa, which attracts a lot of foreign
clientele. In 2010, the industry saw only five private equity deals with a cumulative value
of $ 1 56 million. By 2011, the amount grew to $299 million and during the first five
months of 2012, hospitality industry has raised $121 million from private equity. A few
years back the industry was polarized between large five star hotels and small lodges.
Now, both domestic hotel chains and international brands are queuing up with several
categories of hotels to cater to different travelers in the value chain and that is why the
demand for real estate properties in India are increasing. Private equity players are also
keen on budget, mid-sized hotels that work on an asset light model than the asset heavy
models that take longer time to become profitable. The entry of several global brands to
fill the demand-supply gap has triggered private equity interest in the industry.

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5. Special Economic Zone (SEZ)
The Government of India introduced the SEZ Act, 2005, to generate additional economic
activity, promote exports and create employment opportunities in the country.
Developing an SEZ is approximately 15 to 20percent cheaper than developing non-SEZ
commercial space; given the various fiscal benefits available to SEZ developers several
real estate developers have been attracted to these projects. Under the new SEZ Policy,
formal approvals have been granted to 574 SEZ proposals as of March, 2010.As of
March 2010, there were 350 notified SEZs and 146 have received in-principle approval.
The SEZ Policy allows usage of as high as 50 percent of the SEZ area as non-processing
zone, offering significant potential for residential and support infrastructure.

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POLICY INITIATIVES
Investment Policy
The Government has proposed one per cent TDS (tax deduction at source) on transfer of
immovable property if the sale value exceeds Rs 50 lakh in urban centers and Rs 20 lakh
in other areas in the Union Budget 2012-13.
The Reserve Bank of India (RBI) has granted permission to foreign citizens of Indian
origin to purchase property in India for residential or commercial purposes. The purchase
consideration should be met either out of inward remittances in foreign exchange through
normal banking channels or out of funds from NRE/FCNR accounts maintained with a
bank in India. According to the latest reforms, FDI up to 100 per cent under the automatic
route in townships, housing, built-up infrastructure and construction-development
projects (which would include, but not be restricted to, housing, commercial premises,
hotels, resorts, hospitals, educational institutions, recreational facilities, city and regional
level infrastructure) is allowed subject to the following guidelines (also for investment by
NRIs)The project shall conform to the norms and standards, including land use
requirements and provision of community amenities and common facilities, as laid down
in the applicable building control regulations, bye-laws, rules, and other regulations of
the State Government/Municipal/ Local Body concerned.
The investor/ investee company shall be responsible for obtaining all necessary
approvals, including those of the building/layout plans, developing internal and
peripheral areas and other infrastructure facilities, payment of development, external
development and other charges and complying with all other requirements as prescribed
under applicable rules/ bye-laws/regulations of the State Government/ Municipal/ Local

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Body concerned.
The State Government/ Municipal/ Local Body concerned, which approves the
building/development plans, would monitor compliance of the above conditions by the
developer.
Investment Opportunities
Real estate emerged as the popular sector for private equity (PE) funds, which witnessed
investments worth US$ 1,700 million in the sector during 2011. PE in real estate projects
will fetch considerable returns by next year-end or early 2013. Limited partners (who
write cheque for funds) expect 15-25% returns from real estate deals. Foreign investors
are optimistic about India. All they want is prompt action and friendly policies.

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COMPANY PROFILE
ABOUT COMPANY
Home India Home Realty Pvt.Ltd is an organization offering the customers in the
residential real estate sector a true value for their money. This company assists them in
making an informed decision by bringing forth an array of suitable choices to their
disposal by partnering with the best-in-class developers. Company gives them the best
offers and much more at No service charge.
Established in 2009, HIH Realty Private Limited has grown from an employee base of 2
to 40 employees currently. This company is a growing organization committed to deliver
excellence in all their endeavours.
Home India Home is the brainchild of two young, vibrant and budding entrepreneurs
from the Computer Engineering Stream of Watumull College. It was started off to
revolutionize the Real Estate Advisory Business and to organize the currently
unorganized Real Estate Sector in India by bringing in a more professional and
innovative approach coupled with the right technological backing. Being run by a team of
young and dynamic people, everyone is ambitious and charged to make
HomeIndiaHome.com larger than imagined.
The Founders scout for talents in the organization through continuous performance
assessment tools and qualitative metrics. The selected employee has the option of getting
personal mentorship from the founders under the V-NurTure Program.

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COMPANIES VISION
Company seeks to become a world class, professional real estate organization that
bridges perfect transactions between the developers and the consumers.
By 2015, company aspires to complete 25,000 delightful transactions.
COMPANIES MISSION
To bring delight to every stakeholder and build lifelong relationships with:
Employees:
To provide a nurturing workplace and opportunities for developing to their full potential.
Developers:
To provide the support of our talented workforce to enable the best-in-class to reach their
desired customers.
Customers:
To provide an assuring hand at every juncture and to assist them in making an informed
choice.
Investors:
To build a growing, sustainable and profitable enterprise through concerted and focused
efforts.

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COMPANIES VALUES
People first:
Company values their employees who in turn treat their customers like their own family
members. Company puts their people first, nurture them and assist them in giving the
customers the best service.
Integrity:
Company delivers all their services with utmost integrity and transparency. All their
dealings bear the seal of trust and the promise of a brand name promoted via word-of
mouth by their own customers.
Commitment:
Company values commitment as the way of life in their organization. Company is
committed to deliver their customers unparalleled service standards in the industry.
Leadership:
Company cultivate ethos that promote leadership qualities in our team. Employees are
encouraged to share their views and opinions on matters concerning them and our
organization.
Excellence:
Company strives for excellence in all the services that they offer to their customers.
Excellence in the organization is manifested by the continuous improvement through
focus on training and nurturing talents.

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Innovation:
Company promotes innovation by encouraging flow of ideas and exchange of thoughts in
an interactive milieu aimed towards self-development of the individuals in the
organization.
WHY IS HOMEINDIAHOME DIFFERENT FROM OTHERS?
Company has a strong presence across Mumbai.
Company has a very well cultured team of professionals.
Company helps their customers in booking their Dream Home.
All the services to their customers are Free of Cost.
Company is transparent in all their dealing.
They also assist in Home Loans.
Company believes in Technology.
Company‟s portal HomeIndiaHome.com makes property search very easy for their
customers.
CULTURE AT HOMEINDIAHOME
Company follows open door policy.
Company has flat hierarchy.
Company has a team of dynamic people; so they are very rich with new ideas, young
Blood, Enthusiastic work approach.
HIH believes in Mutual and inclusive growth with all our stake-holders.

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Strong believers and followers of our values and a famous quote “All work and no
play make Jack a Dull Boy”.
Liberal work environment.
Services provided by Customer Support Associate
Providing property advice to Customers, giving them presentations about Site
Investments & advantages of the location.
Sales of various new residential Projects.
Taking the customers to the actual sites; thus maintaining relations with
customers and maintaining integrity.
Closing the deal and making final negotiations with the customer.
Maintaining systematic records of all the customer interactions.
Focusing on After Sales Client Relationship.
Ensuring the necessary paperwork and documentations.
Assisting in Home Loans and financial Planning.
Pro-actively contributing to Sales Strategy, Design and Implementation.
Services provided by Relationship Manager
Receiving leads from the marketing department and making follow-up calls to the
prospective customers.
Pitching for various residential projects and negotiating site visit details.
Maintenance of records of customer details and preferences.
Face-to-face off-site meetings with the prospective customers.

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Taking clients for on-site visits, explaining project details and showing sample
flats.
Negotiating with the customer and closure of the deal.
Providing after sales service if any.
Tracking & reporting of all pending and closed business operations in assigned
database.
Maintenance of records of customer sales interviews and adoption situations in
assigned database.
Follow-up of the leads provided by the marketing department.
E-mail and SMS correspondence with the prospective customers.
Taking a note of the personal details of the customer, his/her financing options,
purpose of investment, etc and advising the customer accordingly.

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MAJOR CLIENTS OF COMPANY
Lodha Group
Established in 1980, the Lodha Group is Mumbai's premier real estate developer. The
Group is currently developing in excess of 35 million sq.ft of prime real estate, with
over 30 projects in and around Mumbai, from Nepean Sea Road to Dombivali. The
Group has further extended its promise of luxury living with successful projects in
Hyderabad and Pune.
The Lodha Group has several landmark developments to its credit, including World One -
the world's tallest residential tower, Lodha Bellissimo - the only Indian residential
development to feature amongst the top 1000 landscapes in the world, and Palava –
India's most livable city, spread over 4000 acres and located close to the upcoming Navi
Mumbai international airport.
The Group has also made history by recording the biggest land deal in India till date,
buying a plot in Wadala for Rs.4,053 crore, from the Mumbai Metropolitan Region
Development Authority (MMRDA).
Pioneering new trends in the market, the Group introduced CASA by Lodha, offering the
mid-income consumer luxury homes within easy reach. The Group also introduced the
concept of branded office spaces, with offerings at every level, from world-class
corporate offices to large-scale office campuses to signature boutique offices for growing
businesses.
The Group's tremendous success has been marked by financial investments from the
finest global investors, including JP Morgan, Deutsche Bank, HDFC Ventures and ICICI
Ventures and State Bank of India.

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The Group currently employs over 3100 associates and provides site-based employment
to over 25,000 workers. And going beyond its role as a premier real estate developer, the
Lodha Group has been a socially responsible corporate, focusing on education as the best
medium to enrich society.
Hiranandani Developers
Hiranandani has continually pioneered newer technologies, bold design and precision
engineering to create landmark residential townships and commercial complexes.
Propelled by the drive to change expectations and the lifestyle of people thus changing
the skyline of the city, Hiranandani has ushered in an era marked by higher standards of
living and global lifestyles.
With its far sightedness to spot the shifting societal trends, Hiranandani is today a leading
real estate group in its flagship business of construction with a pan – India as well as
international presence.
The Group is known for its projects of Hiranandani Gardens, Powai, Hiranandani
Meadows, Thane, Hiranandani Estate, Thane, Hiranandani Business Park Powai &
Thane.
Puraniks Group
Puranik values are instrumental in making the company a trustworthy corporation. As
leaders in real estate, the company firmly believes in value-for-money and transparent
deals with strict adherence to timelines and budget estimates. All this has made us a
trusted name. Puranik Builders has successfully built over 4 million square feet of

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property and has won over 4,000 families who happily reside in homes built by us. And
these numbers continue to grow each day.
Currently, Puranik Builders owns a land bank of 300 plus acres and is progressively
expanding its area of business into wider territories across India. Our ventures include
ongoing and upcoming residential properties in prime areas of Mulund, Thane,
Dombivali, Neral, Pune, Nashik, Kalyan and Lonavala. Our future endeavors comprise of
a range of realty projects, namely residential, commercial, retail, IT Parks and row
houses.
Happy Home Group
Over the last 30 years, Happy Home Group has delivered more than 15 lakh square feet
of residential and commercial projects, redefining lives and enriching lifestyles of the
people. Its portfolio of ongoing projects spreads over one million square feet, with 500
saleable units available in premium, up-market locations of Bandra, Dadar-Matunga and
Mulund. Being the pioneers of property redevelopment and experts in open land
development projects, the Group has laid a solid foundation for setting new milestones in
the real estate redevelopment sector in Mumbai.
Happy Home Group has carved for themselves, a niche in the real estate redevelopment
projects. The Group has earned the trust and confidence land owners, societies and flat
purchasers by their excellent track record in executed prestigious residential and
commercial landmarks which adorn the skyline of Mumbai and its suburbs.

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Progressive Group
Since its inception Progressive Group it has steadily built itself on the trust that its
customers have placed in it. The successful and timely completion of past projects has
further strengthened this trust. Over the past years, Progressive Group has achieved
success and growth by creating an environment of integrity and fair practices. Our work
is at par with international standards and has fetched us a number of national awards for
quality and timely completion. Our buildings occupy prime locations, which are easily
accessible by road and rail. They are also well connected to educational institutes,
hospitals and shopping centers. Progressive Group is also the first builder in Navi
Mumbai to be selected by HDFC to be promoted in India and abroad. We believe that a
company gets its edge over competition by the services that it has to offer. All our
projects are price competent and free from price escalation. We have also tied up with
several financial companies to offer our customers housing loans, which are easy to
repay. We believe in bringing to our customers not houses but homes.
Galaxy Group
The Galaxy Group is catering to the ever increasing need for quality housing and
commercial properties since 1995. What started out as a startup with just a few
employees has since grown into a group that now employees 100+ people and offers a
portfolio of residential and commercial properties from Rs.10 lacs to Rs. 1.5 crores and
beyond. Developed 26 residential/commercial construction projects consisting of 2639
units covering approximate land area of 6.00 lakh sq.mts. The group has completed 15
residential/commercial projects consisting of 1256 units and 11 residential/commercial

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projects consisting of 1383 units in various stages of implementations. The group has
contributed to Government projects like 76 km Sardar Patel Ring Road around
Ahmadabad (Developed by Urban Development Authority) – Project cost of Rs.25 crore)
and the prestigious Sujulam Sufalam irrigation project of Government of Gujarat.
Experience in construction of public roads as Government Contractor registered in „A‟
Class, one of the highest classes.
Sai Developers Group
Ever since its inception in 1994, Sai Developers has believed that success & opportunity
come through the people it serves. We have constantly & relentlessly focused on creating
a more fulfilling experience for our customers. Today our efforts bear fruit & our name
rhymes with commitment to quality, reliability, integrity & excellence in architecture.
Sai Developers believes in delivering best-in-class projects that cater to our customer's
requirements in terms of quality, space utilization, location, safety & timely completion -
97% of the projects are completed on or before time. Today, Sai Developers is highly
regarded for our transparency, commitment, integrity & honesty, marking standard for
quality and flawless execution of projects.
Juhi Developers
Juhi Developers provides the most loyal and dedicated service in the Real Estate
Industry. Client‟s satisfaction is our foremost concern and we implement this dedication
towards building a long term client relationship. We are a team of committed
professionals. Our approach always ensures that every client is important to us.

29
Juhi Developers bring to each of our projects, Technological and Engineering excellence
coupled with comfort and convenience that transcends conventional norms and sets the
paradigm for quality and perfection in the current real estate scenario. With a Glorious
Clientele, Network of Investors & Financers, Efficient Supply Chain and Banker
Relations, we are set to achieve newer benchmarks in Real Estate industry.
Building at strategic locations which derive real value both in terms of returns and
comfort, Juhi Developers have earned a reputation for quality construction and inspiring
design. Projects that stand testimony to their reputation are spread
over Navi Mumbai.
Cidco has extended hand for development of Navi Mumbai. In 80‟s it was still a time
when most people had not awoken to the idea of new township on the other tail of Thane
Creek Bridge. It was the time when even the bridge was not yet electrified. CIDCO was
fast acquiring and developing vast stretches of land in Vashi, Nerul, Airoli, Kalamboli,
NewPanvelto set in motion a process that was to have a snow-balling effect.

30
CUSTOMER SATISFACTION
Why Organizations Focus on Customer Satisfaction
Businesses monitor customer satisfaction in order to determine how to increase their
customer base, customer loyalty, revenue, profits, market share and survival. Although
greater profit is the primary driver, exemplary businesses focus on the customer and
his/her experience with the organization. They work to make their customers happy and
see customer satisfaction as the key to survival and profit. Customer satisfaction in turn
hinges on the quality and effects of their experiences and the goods or services they
receive.
Customer satisfaction
A company should always try to keep every customer happy. It is not enough getting the
offered product right, there is so much more to customer satisfaction than the actual core
product. Loyal customers that keep coming back bring a lot of revenue to a company with
their repeat business. Even if you market your company in a way that a lot of new people
come to check the business out and spend some money, a lot of work still needs to be put
down on the customer service etc to make the customers keep coming back.
A satisfied customer is either a customer that gets what he expected or that gets his
expectations exceeded. The more customers a company can send away positively
amazed the better. Customers that get their expectations exceeded are usually happy
spreading the word about what great service they have received.
This also works the other way around, if a customer leaves unhappy, he will not hesitate
to voice his negative opinion and this might scare off possible future customers.

31
Sometimes however it can be enough to keep customers within the zone of tolerance.
The zone of tolerance means that the customer gets good enough service to be fairly
satisfied. The zone of tolerance lies between what kind of service the customer actually
wants and what he is willing to accept. When a customer is within the zone of tolerance
he rarely goes out deliberately searching for a new service provider. However, if a
customer like this stumbles upon a better offer, he might not be so faithful.
Measuring customer satisfaction
A company should always try to keep up with what is going on with their customers and
in order to do that, research must be done every now and then. It is easy for a company to
assume they know what their customers want, but what the customer wants and what the
company thinks that the customers want can be very different at times. Measuring
customer satisfaction can help make great improvements in the company. It is good to try
to find out both current needs and future needs as these always keep changing.
A company should always remember not to make too big promises. It is always better to
under market a bit in order not to fail the customer and to have a great chance to create an
actual wow-experience for the customer, instead of making empty promises.
Different methods of doing a customer satisfaction research
There are many ways to measure customer satisfaction. You can study customer
satisfaction by gathering either secondary or primary data. Secondary data is information
that you can get from e.g. libraries or the government. A company can also have
secondary data themselves if they have kept some information about their customers or

32
they have made some previous studies. Primary data is a lot more time-consuming as it
is done by collecting new information about a certain field through e.g. conducting
interviews, making people fill out questionnaires or through making observations. To
best measure customer satisfaction it is good to have both secondary and primary data.
When collecting primary data there are two different techniques that can be used.
Primary data can be collected by either doing qualitative or quantitative research.
When doing qualitative research you do not study a large number of customers, instead
you concentrate on getting as much information as possible from a smaller 16number of
customers. In-depth interviews face to face or by telephone can be used for qualitative
research. It is good to have some kind of a structure of what to ask the customer, but here
you also have the chance to react to the answers and ask the customer to elaborate on his
comments, leading into more insight.
When quantitative research is being carried out it is good to follow at least 50people in
order to get a reliable and realistic result. This kind of research is usually done with the
help of a questionnaire that can be left to fill out at a restaurant for example, it can be
mailed or e-mailed to customers, you can phone customers and interview them or you can
walk up to people asking them the questions and ticking their answers.
Designing a questionnaire
When designing a questionnaire there are many things to keep in mind. If a questionnaire
is too long, too complicated or too boring, the customer might just fill it out without even
thinking to get it over and done with. If a question is too long and complicated it might be
misunderstood and therefore answered incorrectly. The questions should be easy to

33
follow and in a logical order. A questionnaire should always start with the simplest
questions for an easy start.
Some questions might also be a bit sensitive for some people and extra-attention should
be paid to the forming of these questions so that the respondent does not feel the need to
lie just to avoid feeling embarrassed. A poorly done questionnaire can end up just giving
wrong information instead of helping the company.
A questionnaire should not be too long, but sometimes asking two or three questions
instead of one is better. This is in the case of a complicated or ambiguous question.
Confusing the respondents should be avoided as much as possible. A questionnaire
should also be done in a way that it does not lead the respondents to give a certain
answer. Routing, meaning that depending on an answer you move on to another segment,
should be used carefully in 17questionnaires as they can easily be confusing.
Questions can either be open or closed and both types can be used in the same
questionnaire. An open question gives the respondent the chance to answer in his own
words and a questionnaire like this reminds a bit of a conversation. This method can
bring more details, but open questions require more effort from the respondent and can
risk being poorly answered or end up simply not answered at all. Open questions should
preferably be placed at the end of the questionnaire if there is a use of both open and
closed questions. This helps the customer to first warm-up a bit to the subject before
moving on to trickier questions.
Questions that can only be answered “yes”, “no‟ or “I don‟t know‟ are closed
questions. Closed questions are also the kind that has ready-made suggestions and where
you simply tick the right answer. Usually you can only tick one answer, but there are also

34
questions where you can choose several options. This has to be clearly indicated in the
questionnaire. These are the kind of questions that could not start a real conversation.
Closed questions have the advantage of being fairly easy to analyze. (Brace, 2008, 40)
Paper-questionnaires can sometimes have an advantage because of the lack of
interviewer. It is easier to be honest with sensitive questions when there is not a person in
front of you and the questionnaire is anonymous. A written questionnaire also gives the
respondent the chance to take his time thinking about the answers and filling out open-
ended questions. There is also the possibility to add pictures if this suit the questionnaire.
Disadvantages of a paper-questionnaire might in some cases be that the respondent can
read through it before responding and that the respondent has too much time to think
about the answers if the questionnaire is actually looking for attitudes and first thoughts.
Whether to include an “I don‟t know” option or not in closed questions should be
carefully considered. It makes the option an acceptable alternative and many people
might end up ticking this alternative as it is the easiest. However, it might be needed at
least in some questions, because the respondent might not actually know the 18answer or
at all be familiar with what is asked. If this option is not offered the question might be left
blank by many respondents.
The layout of a questionnaire should be neat. It should be written in a font that is easy to
read and the paper should never be too crammed as it makes the questionnaire hard to
follow. One should avoid too long questionnaires, but using more papers instead of
cramming it all onto one page usually gives a better response rate. The questionnaire
should include a presentation or a cover letter of who is doing the research and why if the
respondents are made to answer it without an interviewer. If an interviewer is present, he

35
should explain the aim of the research. This helps give a sense of purpose to the
respondents and can help motivate them. A questionnaire should always also include a
thank you to the respondents!
It is interesting how small details can influence the outcome of a research. If you ask a
question like “How do you feel about the food offered on our lunch menu?” and then
provide options from excellent to extremely poor or from extremely poor to excellent,
this will influence the answers. One could think that it is the same question and the same
answers, but people for some reason tend to tick some of the first alternatives, meaning
that if you start with the positive, you will get a more positive outcome and vice versa!
Once you have the results of a study they need to be analyzed carefully. A well done
questionnaire research can give a lot of insight to a company and shed light on problems
a company did not know it had. With the help of open ended questions customers can be
able to voice different needs that they have that the company was not aware of. Once the
analysis has been done the company can start to think about how to address possible
faults and how to be able to wow their customers in the future.
The usual measures of customer satisfaction involve a survey with a set of statements
using a Likert Technique or scale. The customer is asked to evaluate each statement and
in term of their perception and expectation of the performance of the organization being
measured.

36
CUSTOMERSATISFACTIONIN7STEPS
It's a well known fact that no business can exist without customers. In the business of
Website design, it's important to work closely with your customers to make sure the site
or system you create for them is as close to their requirements as you can manage.
Because it's critical that you form a close working relationship with your client, customer
service is of vital importance. What follows are a selection of tips that will make your
clients feel valued, wanted and loved.
1. Encourage Face-to-Face Dealings
This is the most daunting and downright scary part of interacting with a customer.
If you're not used to this sort of thing it can be a pretty nerve-wracking experience. Rest
assured, though, it does get easier over time. It's important to meet your customers face to
face at least once or even twice during the course of a project. My experience has shown
that a client finds it easier to relate to and work with someone they've actually met in
person, rather than a voice on the phone or someone typing into an email or messenger
program. When you do meet them, be calm, confident and above all, take time to
ask them what they need. I believe that if a potential client spends over half the meeting
doing the talking, you're well on your way to a sale.
2. Respond to Messages Promptly & Keep Your Clients Informed
This goes without saying really. We all know how annoying it is to wait days for a
response to an email or phone call. It might not always be practical to deal with all
customers' queries within the space of a few hours, but at least email or call them back

37
and let them know you've received their message and you'll contact them about it as soon
as possible. Even if you're not able to solve a problem right away, let the customer know
you're working on it. A good example of this is my Web host. They've had some trouble
with server hardware which has caused a fair bit of downtime lately. At every step along
the way I was emailed and told exactly what was going on, why things were going
wrong, and how long it would be before they were working again. They also apologized
repeatedly, which was nice. Now if they server had just gone down with no explanation I
think I'd have been pretty annoyed and may have moved my business elsewhere. But
because they took time to keep me informed, it didn't seem so bad, and I at least knew
they were doing something about the problems. That to me is a prime example of
customer service.
3. Be Friendly and Approachable
A fellow Site Pointer once told me that you can hear a smile through the phone. This is
very true. It's very important to be friendly, courteous and to make your clients feel like
you're their friend and you're there to help them out. There will be times when you want
to beat your clients over the head repeatedly with a blunt object - it happens to all of us.
It's vital that you keep a clear head, respond to your clients' wishes as best you can, and at
all times remain polite and courteous.
4. Have a Clearly-Defined Customer Service Policy
This may not be too important when you're just starting out, but a clearly defined
customer service policy is going to save you a lot of time and effort in the long run. If a

38
customer has a problem, should they contact different people for billing and technical
enquiries? If they're not satisfied with any aspect of your customer service, who should
they tell? There's nothing more annoying for a client than being passed from person to
person, or not knowing who to turn to. Making sure they know exactly what to do at each
stage of their enquiry should be of utmost importance. So make sure your customer
service policy is present on your site -- and anywhere else it may be useful.
5. Attention to Detail (also known as 'The Little Niceties')
Have you ever received a Happy Birthday email or card from a company you were a
client. You ever had a personalized sign-up confirmation email for a service that you
could tell was typed from scratch. These little niceties can be time consuming and aren't
always cost effective, but remember to do them. Even if it's as small as sending a Happy
Holidays email to all your customers, it's something. It shows you care; it shows there are
real people on the other end of that screen or telephone; and most importantly, it makes
the customer feel welcomed, wanted and valued.
6. Anticipate Your Client's Needs & Go Out Of Your Way to Help Them Out
Sometimes this is easier said than done! However, achieving this supreme level
of understanding with your clients will do wonders for your working relationship Take
this as an example: you're working on the front-end for your client's exciting new
ecommerce Endeavour. You have all the images, originals and files backed up on your
desktop computer and the site is going really well. During a meeting with your client
he/she happens to mention a hard-copy brochure their internal marketing people are

39
developing. As if by magic, a couple of weeks later a CD-ROM arrives on their doorstep
complete with high resolution versions of all the images you've used on the site. A note
accompanies it which reads:
7. Honor Your Promises
It's possible this is the most important point in this article. The simple message: when you
promise something, deliver. The most common example here is project delivery dates.
Clients don't like to be disappointed. Sometimes, something may not get done, or you
might miss a deadline through no fault of your own. Projects can be late, technology can
fail and sub-contractors don't always deliver on time. In this case a quick apology and
assurance it'll be ready ASAP wouldn't go amiss.

40
LITERATURE REVIEW
2013 Home Buyer/Seller Satisfaction study by J.D. Power:-
Repeat buyers and sellers expressed more satisfaction with their real estate company
compared to customers who were selling or buying a home for the first time, according to
the J.D. Power 2013 Home Buyer/Seller Satisfaction study. The 2013 Home Buyer/Seller
Study includes 4,371 evaluations from 3,930 respondents who bought or sold a home
between March 2012 and April 2013.A real estate company‟s agent remains the most
important aspect of the customer‟s experience among first-time and repeat home buyers
and sellers; however, customer loyalty is first to the company and second to the agent.
Real estate companies remain challenged in adapting their customer service approach to
best meet the needs of first-time home buyers and sellers. They need to educate these
customers by explaining the current state of the market, discuss foreclosure and short sale
transactions, and walk them through every step of the closing process.
To measure satisfaction, the study looked at four factors in the home buying experience:
agent/salesperson, real estate office, closing process, and variety of additional services.

41
OBJECTIVES OF THE PROJECT:
 Primary Objectives:
1. To know the customer satisfaction level towards services provided by
company
2. To identify services to be included in services under support, update and
engage to achieve customer delight.
 Secondary Objectives:
1. To find out the customer expectation from HIH Realty.
2. To know ways to enhance customer service experience.
3. To suggest methods to reduce the inefficiencies.

42
SCOPE OF STUDY
1. Customer‟s expectations change accordingly with time. Customer‟s expectations
should be studied with great efforts, so that marketers can design the product
based on the need of the customers.
2. If the customers need were met then the customer may turn as an asset to the
company because they become opinion leader for others. So that the company can
increase its market share.
3. It helps the organization to understand the customer psychology on choosing the
product or service so that easily the product can be positioned.
4. Helps the company to understand the efficiency of the service provided to the
customers, so that it can create the basis for further improvement.
5. The study helps to assess the real opinion and mindset of customers and aids to
meet out their expectation in future. This in turn will increase the volume of sales.

43
RESEARCH METHODOLOGY
INTRODUCTION:
Research methodology is a way to systematically solve the research problems. It guides
the researcher to do the research scientifically. It contains of different steps that are
generally adopted by a researcher to study his research problem along with the logic
behind them. Data become information only when a proper methodology is adopted. The
research methodology includes the logic behind the methods we use in the content of our
research study.
RESEARCH DESIGN:
A research design is the arrangement of condition for collection and analysis of data in a
manner which may result in an economy in procedure. It stands for advance planning for
collection of the relevant data and the techniques to be used in analysis, keeping in view
the objective of the research availability of time.
There are three types of research designs. They are,
 Exploratory research design.
 Conclusive research design.
1. Descriptive research design.
2. Causal research design.
 Performance monitoring research.
The Research design used in this study was descriptive research design. It includes
surveys and fact-finding enquiries of different kinds. The main characteristic of this

44
method is that the researcher has no control over the variables; he can report only what
has happened or what is happening.
SAMPLING TECHNIQUES:
The simple random sampling technique was employed in the selection of the sample.
SAMPLE SIZE:
The study was done on 156 booked customers of the company of which effective
responses were gathered from 80 booked customer. Therefore the sample size which was
drawn was 80 out of 156.The data of 156 booked customers was obtained from the
customer database maintained by the company from 2011-2012 and 2012-2013.
DATA COLLECTION METHORD:
The data collection method for the study the researcher should keep in the mind the two
sources of data.
• Primary data
• Secondary data.
PRIMARY DATA COLLECTION:
Source of primary data:
1. Experimentation
2. Observation
3. Questionnaire schedule

45
Primary data has been collected through structured questioner. The questionnaire
consisted of a variety of questions that lay consistent with the objective of the research. .
 Questionnaire
The questionnaire was prepared keeping in view the objectives of study. Different
questions were so arranged to know satisfaction level of customers towards services
provided by company. The questionnaire not only focused gathering information on the
above mentioned areas but also about the service suggestions to be envisaged under
support, update and engage.
Questionnaire contains four types of questions
1. Open Ended
2. Dichotomous
3. Fixed Alternative Question
STUDY CONDUCTED
The primary data was gathered through Tele research. The information was gathered
from the structured questionnaire.
SECONDARY DATA:
Secondary data has been collected from the Company Website, Internet etc.

46
STATISTICAL TOOLS:
The data are analyzed through statistical methods. Simplex percentage analysis are used
for analyzing are used for analyzing the data collected.
Simplex percentage analysis:
Percentage analysis is the method to represent raw streams of data as a percentage ( a part
in100‐ percent) for better understanding of collected data.
Graphs:
Graphical representations are used to show the results in simple form. The graphs are
prepared on the basis of data that is received from the percentage analysis

47
DATA ANALYSIS
Website Parameter Analysis:
0
10
20
30
40
50
60
70
80
90
100
Engaging and
Memorable
Graphics and
Multimedia
Timely
Response to
Query
Submission
Navigation Goal
Achivement
Update and
accurate
0 0 0 0 0
3.22
0
6.06
24
6.06
9.37
6.45
24.24
27.27
36
15.15
18.75
32.25
33.33
39.39
24
48.48
25
29.03
33.33
21.21
8
24.24
37.5
16.12
9.09
6.06 8 6.06
9.37
12.9
Extremely Dissatisfied Very Dissatisfied Somewhat Dissatisfied
Somewhat Satisfied Very Satisfied Extremely Satisfied

48
Website Analysis:
Description of the Pie chart:
 0% respondents are extremely dissatisfied with website services provided by
company.
 8% respondents are very dissatisfied with website services provided by company.
 25% respondents are somewhat dissatisfied with website services provided by
company.
 34% respondents are somewhat satisfied with website services provided by
company.
 24% respondents are very satisfied with website services provided by company.
 9% respondents are extremely satisfied with website services provided by
company
Extremely
Dissatisfied
0%
Very Dissatisfied
8%
Somewhat
Dissatisfied
25%
Somewhat Satisfied
34%
Very Satisfied
24%
Extremely Satisfied
9%
Website

49
Email Parameter Analysis
0
10
20
30
40
50
60
70
80
90
100
Personalization Content relevance Easy Understanding
4.16 2.12 0
0
0 4.25
33.33
27.65
17.02
33.33
34.04
36.17
18.75
27.65
29.78
10.41 8.51
12.76

50
Email Analysis
Description of pie chart:
 2% respondents are extremely dissatisfied with Email services provided by
company.
 1% respondents are very dissatisfied with Email services provided by company.
 26% respondents are somewhat dissatisfied with Email services provided by
company.
 35% respondents are somewhat satisfied with Email services provided by
company.
 25% respondents are very satisfied with Email services provided by company.
 11% respondents are extremely satisfied with Email services provided by
company.
Extremely
Dissatisfied
2%
Very Dissatisfied
1%
Somewhat
Dissatisfied
26%
Somewhat Satisfied
35%
Very Satisfied
25%
Extremely Satisfied
11%
Email

51
SMS Parameter Analysis:
0
10
20
30
40
50
60
70
80
90
100
Personalization Content Relevance
3.33
0
10
6.45
20
9.67
30
38.7
20
32.25
16.66
12.9

52
SMS Analysis:
 2% respondents are extremely dissatisfied with SMS services provided by
company.
 8% respondents are very dissatisfied with SMS services provided by company.
 15% respondents are somewhat dissatisfied with SMS services provided by
company.
 34% respondents are somewhat satisfied with SMS services provided by
company.
 26% respondents are very satisfied with SMS services provided by company.
 15% respondents are extremely satisfied with SMS services provided by
company.
Extremely
Dissatisfied
2%
Very Dissatisfied
8%
Somewhat
Dissatisfied
15%
Somewhat Satisfied
34%
Very Satisfied
26%
Extremely Satisfied
15%
SMS

53
Tele-consultant Parameter Analysis:
0
10
20
30
40
50
60
70
80
90
100
0 2.04 2.04 0 0
10.41
12.24 10.2
24.48
21.27
27.08 22.44 24.48
28.57 36.17
22.91
34.69
22.44
14.28
12.766
29.16
22.44
32.65
26.53 23.4
10.41
6.12 8.16 6.12 6.38

54
Tele-consultant Analysis:
 1% respondents are extremely dissatisfied with services provided by Tele-
consultant of the company.
 16% respondents are very dissatisfied with services provided by Tele-consultant
of the company.
 28% respondents are somewhat dissatisfied with services provided by Tele-
 21% respondents are somewhat satisfied with services provided by Tele-
 27% respondents are very satisfied with services provided by Tele-consultant of
the company.
 7% respondents are extremely satisfied with services provided by Tele-consultant
of the company.
Extremely
Dissatisfied
1% Very Dissatisfied
16%
Somewhat
Dissatisfied
28%
Somewhat Satisfied
21%
Very Satisfied
27%
Extremely Satisfied
7%
Tele-consultant

55
Relationship Manager Parameter Analysis:
0
20
40
60
80
100
120
2.5
6.49 4
9.85 8.69
16.66
8.455
9.09
9.33
16.9 18.84
24.24
5.63
20
38.96
25.33
32.39 28.98
22.72
22.53
31.25
15.58
25.33
16.9
13.04
16.66
22.53
27.5
19.48
26.66
17.08
21.73
9.09
22.53
13.75 10.38 9.33
9.85
8.69 10.6
18.3

56
Relationship Manager Analysis:
 8% respondents are extremely dissatisfied with services provided by Relationship
Manager of the company.
 12% respondents are very dissatisfied with services provided by Relationship
 27% respondents are somewhat dissatisfied with services provided by
Relationship Manager of the company.
 21% respondents are somewhat satisfied with services provided by Relationship
 20% respondents are very satisfied with services provided by Relationship
 12% respondents are extremely satisfied with services provided by Relationship
Extremely
Dissatisfied
8% Very Dissatisfied
12%
Somewhat
Dissatisfied
27%
Somewhat
Satisfied
21%
Very Satisfied
20%
Extremely
Satisfied
12%
Relationship Manager

57
Customer Relationship Manager Parameter Analysis:
0
10
20
30
40
50
60
70
80
90
100
7.54
0
23.52
0
50
10.81
50
7.54
2.5
5.88
14.28
0
8.1
50
35.84
30
5.88
14.28
25
48.64
0
20.75
15
17.64
0
0 16.21
0
20.75
25
29.41
42.85
0
10.81
0
7.54
27.5
17.64
28.57
25
5.4
0

58
Customer Relationship Manager Analysis:
 10% respondents are extremely dissatisfied with services provided by Customer
 8% respondents are very dissatisfied with services provided by Customer
 31% respondents are somewhat dissatisfied with services provided by Customer
 15% respondents are somewhat satisfied with services provided by Customer
 21% respondents are very satisfied with services provided by Customer
 15% respondents are extremely satisfied with services provided by Customer
Extremely
Dissatisfied
10%
Very Dissatisfied
8%
Somewhat
Dissatisfied
31%
Somewhat
Satisfied
15%
Very Satisfied
21%
Extremely
Satisfied
15%
CustomerRelationship Manager

59
Company Analysis:
 5% respondents are extremely dissatisfied with services provided by the
company.
 10% respondents are very dissatisfied with services provided by the company.
 27% respondents are somewhat dissatisfied with services provided by the
company.
 24% respondents are somewhat satisfied with services provided by the company.
 23% respondents are very satisfied with services provided the company.
 11% respondents are extremely satisfied with services provided by the company.
Extremely
Dissatisfied
5%
Very Dissatisfied
10%
Somewhat
Dissatisfied
27%
Somewhat
Satisfied
24%
Very Satisfied
23%
Extremely
Satisfied
11%
Company Analysis

60
 77% respondent said they want home decor facility service to be included in the
services offered by the company.
 69% respondent said they want Home Furniture and Fixtures service to be
included in the services offered by the company.
 73% respondent said they want Transport facility from residence to the site to be
 80% respondent said they want Intermittent Email on market analysis of the
property to be included in the services offered by the company.
Home
Décor
Facility
Home
Furnitur
e and
Fixtures
Shifting
Services
Transpor
t facility
from
residenc
e to the
site
Intermitt
ent
Email on
market
analysis
of the
property
New
investme
nt
suggetio
ns
Snapshot
by email
on
construc
tion
update
Docume
ntation
and legal
advisory
Yes 78.75 68.75 72.5 77.5 80 66.25 83.75 52.5
0
10
20
30
40
50
60
70
80
90
Yes

61
 66% respondent said they want new investment suggestions service to be included
in the services offered by the company.
 84% respondent said they want home snapshot by email on construction updates
to be included in the services offered by the company.
 53% respondent said they want Documents and legal advisory service to be

62
FINDINGS
Observation for various services provided by company:
Website:
1. Information on website is not updated as compared to other realty websites.
2. There is no awareness of website of the company.
3. Deficient detailed information of the projects on the website.
Email
1. There is no unsubscribed option for Email.
2. The email send to customers were under inappropriate name.
3. The email with same content was reiterated.
4. It did not contain complete details of the projects.
SMS
1. Customer found reiterating offer related SMS abrasive.
2. SMS is not personalized.
3. SMS is confusing whether the message is from the company or Lodha.
Tele-Consultant
1. The delivery of information from Tele-consultant been found insufficient.

63
2. Tele-consultant has not provided information on various projects in same vicinity.
3. The information on the project was not customized to the specific customer
requirement.
4. Tele-consultant delivery was found insensible.
5. The Tele-consultant only focused on Lodha Projects and they have improper
information of other projects.
6. There is no follow up after commitment of call back.
1. There had been a lot of false commitment made to the customers.
2. The RM was not able to make comparison between various projects.
3. The information dissemination was not properly structured by RM.
4. The RM has pressurized the customer to close the deal fast.
5. The RM acted like a broker not as a realty consultant.
6. The developer and client did not have trust and confidence in RM.
7. The RM did not efficiently negotiate with developer for the client in respect of the
prices committed by the RM to the client.

64
Customer Relationship Manager
1. Cheques pick up and drop facility was not efficient enough and was not given on
time.
2. False commitment been made. E.g. commitment of fine reversal has not been
fulfilled.
3. There was no customer engagement after property selling.
4. Developer issue resolution is not provided after buying the property.
5. Commitment of the gift was not fulfilled.
6. The payment reminder was not given on the right time.
7. There was demand of documents which were not required.

65
LIMITATIONS
1. Data issues
 Wrong number
The data which was available consisted of 12 wrong numbers.
 Property cancelled
The data which was available consisted of 13 contact information of clients
who had cancelled the property.
2. Incomplete responses
 There was incomplete response from 7 respondents because they were highly
unsatisfied.
 There was incomplete response from 16 respondents as they were not interested
in responding to the questionnaire.
3. No response
 There was difficulty to take responses from 5 respondents as they were out of
reach.
 There were 9 respondents who were not answered the call.
4. Appointment given beyond the target date
 There were 14 respondents who gave call appointments beyond the target date.
5. Non- availability of data
 The booked customer data was not available on time to achieve the target on
given data.

66
CONCLUSIONS
After conducting market research for HIH Realty Pvt Ltd we came to know different
needs of consumers, their valuable suggestions, responses to the different questions.
With this information we can conclude that customers are somewhat satisfied by
services provided by the company. The research gives an exemplary insight of the
performance of the company.
The table depicts below mentions the customer satisfaction level towards their overall
experience with the company.
Customer Satisfaction Level Percentage of Respondent
Extremely Dissatisfied 5%
Very Dissatisfied 10%
Somewhat Dissatisfied 27%
Somewhat Satisfied 24%
Very Satisfied 23%
Extremely Satisfied 11%

67
SUGGESTIONS
Suggestions for improvement in services provided by the company:
Website
1. Continual update of the images on the website of projects would build confidence
in the customer.
2. Important information of the project should be highlighted on the webpage, so
that it can catch the eye of the customer.
3. Website should be updated with current market analysis.
4. Images of the projects should get updated every month, so the current constructed
status could be clear.
5. Multimedia and Animated display of projects should be there.
6. Audio Visual information of the projects should be uploaded.
Email
1. There should be unsubscribed option for email.
2. The Credential of the person should be known before sending the email and it
should not be send to a wrong person.
3. Email sending should be moderate and should not be overdone.
4. It should contain the detailed information of the project. i.e.

68
information on price of the project
construction
loan information
amenities
5. There should be emails by the company intimating its participation in property
exhibitions.
6. There should be emails on current status of the project.
7. Emails should not be repeated with same information.
8. Emails should also be sent containing information current project analysis and its
current prices of the Property bought with the images of construction updates.
SMS
1. There should be unsubscribed option for SMS.
2. The SMS should be personalized.
3. The sending of the SMS should be moderate, it should not be overdone.
4. Information update on the current prices of the bought property by customer
through SMS.
5. Messages should not be repeated with same information.

69
6. The SMS should be sent on projects of various developers not only of Lodha
projects.
Tele-consultant
1. Tele-Consultant should be updated with the information on the current status and
information on final price of the projects.
2. The call should not be a general call. It should be very specific to the project
search by the client.
3. The customization should be refined to the specific customer requirement.
4. Clarity in delivery should be there so that client trust could build up.
5. They should call only on time given by the customer, not on any other time.
1. The reciprocation by the RM should be quick and on time.
2. The RM should have a good knowledge of the all the project in the vicinity.
3. The RM should give detailed information about projects, and make them
understand about all the procedure for acquiring the property.
4. The RM should not represent the developer, understand customer‟s requirement
and accordingly should give proper suggestions.
5. The information of overall cost in acquisition of property should be given to client
properly.

70
6. The RM should have proper knowledge of tax applicable, agreement, formulation
and other documentation for acquiring the property.
7. The site visit should be must before the possession of the property.
8. RM should stay in touch till the completion of the process.
9. The RM should not pressurize the customer to close the deal fast.
10.The RM should provide Vaastu information of the property andproject.
11.The RM should disseminate information on both Pros and Corns of the project.
Customer Relationship Manager
1. The CRM should keep the customer updated with changes in respect of developer
policy and developer issues till the possession of the property.
2. The CRM should give proper and detailed information about loan and help in its
procurement.
3. The CRM should be made responsible and accountable till the completion of the
process.
4. The CRM should keep customer updated, if there is delayed in possession.
5. The customer should be aware of the facility of the CRM given by the company.
6. There should be proper report send through email on the update of the
construction.
7. False commitments should not be made.

71
8. The information on changes in developers plan, policy and charges should be
informed to the client on time.
Service Suggestions
1. Home loan Advisory service should be provided and a specific person should be
appointed for it.
2. Company should help in getting better home loan deals from the bank.
3. Company should provide services for letting out property.
4. Company should provide service for re-sale of property.
5. The company should provide a list of contact details of all the proximate Dish
service, Internet service and electric appliance repair service and newspaper
service and laundry service providers.
6. The company should issue monthly booklets or magazines containing hot
property information.

72
RECOMMENDATIONS
Service Recommendations
A. Support Services
1. Home Loan Acquisition
a) Concessional rate acquisition
b) Advisory on resource management
2. Home Décor Facility
3. Home Furniture and Fixtures
4. Shifting Services
5. Documentation and legal advisory on a chargeable basis.
B. Update Services
1. Construction update by mail with snapshots.
2. Intermittent calls for construction update.
3. Market Analysis information to the specific property bought through mail and call.
4. Information on the general trend of the market through mail.
5. New Investment Suggestions.

73
C. Engage Services
1. Tweets
2. Solicitation and Greetings through mails and call and gifts.
3. Blogs on Facebook and followership
4. Community on Facebook with an online game platform.
5. Half yearly Customer Interaction Meet
6. Linked in Profile Improvement for Professional Engagement.

74
BIBLIOGRAPHY
1. Barnes, James G. 2000. Secrets of Customer Relationship Management : It's All
about How You Make Them Feel. McGraw-Hill.
2. “CUSTOMER SATISFACTION IN 7 STEPS” Article by Adrian Thompson.
3. Kotler Philip, Principles of Marketing, Sultan Chand and Company Ltd., New
Delhi, 2002.
4. Gerson, Richard, 1993. Measuring customer satisfaction: A guide to managing
quality service. Course Technology Crisp.
Kothari C.R., Research Methodology, WishwaPrakashan, New Delhi,
1985(Reprint 2003).
Websites:
1. http://www.sitepoint.com/satisfaction-7-steps/
2. http://www.homeindiahome.com/Mumbai
3. www.cci.in/pdfs/surveys-reports

75
ANNEXURE
Customer Satisfaction Questionnaire
Home India Home Pvt Ltd.
Name:
Age:
Occupation:
Project:
Relationship Manager:
Q1. How did you come to know about the company?
a) Online b) friends & relatives c) SMS d) other
Q2. Please rate the Website of the company on the given parameters
Parameters 1.Extremely
Dissatisfied
2.Very
Dissatisfied
3.Somewhat
Dissatisfied
4.Somewhat
Satisfied
5.Very
Satisfied
6.Extremely
Satisfied
Engaging and
Memorable
Experience
Graphics and
Multimedia
Timely
Response to
Query
Submission
Navigation
Goal
Achievement
Updated and
accurate
Q3. Please suggest any improvement for the website which would enhance your
Website experience.
Q4. Please rate the E-Mails sent by the company on the given parameters.

76
Q5. Please rate the SMS sent by the company on the given parameters
Q6. Please suggest on the improvement of Emails and SMS.
Q7. Please rate the service delivered by the Tele-Consultant of the company on the
given parameters
Q8. Please suggest any other service which the Tele-Consultant should provide?
Q9. Please rate the service delivered by the Relationship Manager of the company on
the given parameters.
Dissatisfied
2.Very
Dissatisfied
3.Somewhat
Dissatisfied
4.Somewhat
Satisfied
5.Very
Satisfied
6.Extremely
Satisfied
Personalization
Content
Relevance
Easy
Understanding
Dissatisfied
2.Very
Dissatisfied
3.Somewhat
Dissatisfied
4.Somewhat
Satisfied
5.Very
Satisfied
6.Extremely
Satisfied
Personalization
Content
Relevance
Dissatisfied
2.Very
Dissatisfied
3.Somewhat
Dissatisfied
4.Somewhat
Satisfied
5.Very
Satisfied
6.Extremely
Satisfied
Welcome
Message
Communication
Information
Sufficiency
Customized
Information
Relevant
Suggestions

77
Dissatisfied
2.Very
Dissatisfied
3.Somewhat
Dissatisfied
4.Somewhat
Satisfied
5.Very
Satisfied
6.Extremely
Satisfied
Project Detail
Information
Project Analysis
Documentation
Information
Project
Comparative
Analysis
Project Market
Analysis
Realty Market
Analysis
Relevant
Property
Suggestions
Q11. Please suggest any other service which the Relationship Manager should
Provide.
Q12. Please rate the service delivered by the Customer Relationship Manager of
the company on the given parameters.
Q13. Please suggest any other service which the Customer Relationship Manager should
provide
Dissatisfied
2.Very
Dissatisfied
3.Somewhat
Dissatisfied
4.Somewhat
Satisfied
5.Very
Satisfied
6.Extremely
Satisfied
Welcome
Correspondence
(call & e-mail)
Welcome Kit
Home Loan
Advisory &
Procurement
Cheque pick up and
drop facility
Fine Reversal
Payment
Reminders after
registration
Developer Issues

78
Q14. Please tick from the list given below, the service if added to the present
Offering would add value to your satisfaction.
Service Yes No
1. Home Décor Facility
2. Home Furniture and Fixtures
3. Shifting Services
4.Transport Facility from residence to the site.
5. Intermittent Email on market analysis Of the property.
6. New Investment Suggestions.
7. Snapshot by email on construction Update
8. Documentation and legal advisory
Q15. We would request you to make any suggestion which the company should
add to the present offering.
Q17. Please suggest on improving your experience with the company.

Customer satisfaction towards services provided by hih realty

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