IndusInd Bank has over 750 branches across India and an annual turnover of $1.3 billion. The study examined customer satisfaction towards IndusInd Bank through surveys of 50 customers in Gurgaon. Most customers chose the bank for its brand name and services. Over 80% were satisfied with the bank's products and services and would continue banking with IndusInd. The majority found transactions timely and statements clear. While customers were satisfied overall, the bank could increase products, identify service gaps, and pursue rural expansion against growing competition.

1. CUSTOMER SATISFACTION TOWARDS
INDUSIND BANK
Presented By :
Kritika Bhutani
13BCOM14

2. SIZE
IndusInd Bank has 745 branches, and 1635 ATMs spread across 392 geographic
locations of the country as on May 2015.
TURNOVER
Annual turnover of IndusInd Bank is ₹82.5 billion (US$1.3 billion).
IndusInd Bank was inaugurated in April 1994. It stands tall today as
one of the reputed banking brands in the country.

3. CUSTOMER SATISFACTION
• Customer satisfaction is a marketing term that measures how
products or services supplied by a company meet or surpass a
customer's expectation.
• Customer expectations can
be identified using various
methods such as:
•Market research
•Telephonic interviews
•Personal visits
•Informal discussions
•Satisfaction surveys

4. OBJECTIVES OF THE STUDY
To study the customer level of satisfaction
To study how the products are penetrating
To study the increased customer base of the company and
reasons behind it
To study the brand image of the bank
To study the growth of the bank

5. JOB PROFILE
I had telephonic conversation with the customers of IndusInd Bank to know
feedback of services provided by the bank.
Analysed the outcome of telephonic conversation and conveyed it to the
higher authority.
In the general banking department, I helped the clients to fill up the form
while opening the account.
Sorted different kinds of files, documents, cheque books, account opening
forms according to the serial number.
Responsible for virtual posting of entries of clearing of cheques.
To Maintain Return inward and Return outward register.

6. KEY LEARNINGS
• Learned how bank is penetrating within Gurgaon at a faster rate.
• Developed skills required to interact with senior management and staff (for
example: managers, senior associates, and office staff) in a professional manner.
• Gained a good understanding about the day to day activities of the bank.
• Developed skills needed in communicating with customers regarding their
accounts (Basically Savings Account).
• Learned to use the software used by the bank to analyse the needs of the
customer.
• Learned to print the pass book of customers.
• Learned to meet with prospective customers and how to build a customer base.

7. ISSUES/ CHALLENGES FACED
To convince the customers to open a account with IndusInd
Bank.
To understand the banking sector, its penetration and reasons
for it.
To identify the need of the customers and suggest the measures
for satisfaction and penetration of the bank.
Taking the classroom learning to the real world.

8. RESEARCH METHODOLOGY
• SCOPE OF THE STUDY
This study is limited to the consumers with in Gurgaon city. The
study will be able to reveal the preferences and needs of the
customers regarding the banking services. It also helps bank to
know whether the existing products or services it is offering are
really satisfying the customer needs.
• SAMPLING DESIGN
The sample size of this study has been consisted of fifty customers
who deal with the activities in IndusInd Bank.
• TOOLS USED FOR DATA ANALYSIS
The data was analysed using Microsoft Excel (version 2007).
Presentation of data has been done using frequency distribution
and pie-charts.

9. 52%
20%
10%
18%
1. What is the criteria of selecting a bank before
opening a bank account?
Brand Name
Service
Location
Interest
Figure 1 – Criteria for selecting a bank

10. 40%
32%
18%
10%
2. For the past how many years you have
account with this bank?
0-1 year
1-2 years
2-3 years
More than 3
years
Figure 2 – From how many years customers are associated with the bank?

11. 58%
16%
8%
18%
3. Which services do you avail from this bank?
Saving A/C
Current A/C
Loan
Fixed Deposit
Figure 3- Type of services being availed from bank

12. 82%
18%
0%
4. Do you think products of IndusInd Bank
cater to all your banking needs?
Yes
To some extent
No
Figure 4 : IndusInd bank cater all banking needs to its customers

13. 66%
22%
12%
5. Are you satisfied with the time taken by this
bank in each successful transaction?
Yes
To some extent
No
Figure 5 : Customers satisfied by the time taken in each successful transaction

14. 78%
12%
10%
0
6. Is the information in the Bank Statement
clear, easy to understand and adequate?
Very Good
Good
Satisfactory
Could be better
Figure 6 : Information of bank statement

15. 88%
12%
7. Are you satisfied with the interest provided
by this bank?
Yes
No
Figure 7 : Interest provided by the bank

16. 62%
24%
12%
2% 0
8. What do you feel about overall service
quality of this bank?
Excellent
Very good
Good
Average
Poor
Figure 8 - Overall service quality of IndusInd Bank

17. 100%
0
9. Would you like to continue your relation
with this bank?
Yes
No
Figure 9 - Continue relation with IndusInd Bank

18. 78%
14%
8%
0
10. Will you recommend IndusInd Bank to
your friends and relatives?
Most Definitely
Yes
May be
No
Figure 10 - Recommend bank to friends and relatives

19. CONCLUSION
Customer satisfaction leads to penetration which is an important
aspect and helps in increasing the profits of the bank and
customer base.
Findings of the report are as follows :
• Most of the respondents are having Saving A/Cs.
• Most of the respondents are satisfied with the services offered by
IndusInd Bank.
• Respondents will recommend IndusInd Bank to their friends and
relatives.
• IndusInd Bank is growing from past 3 years.
• Due to satisfaction of the customers, IndusInd Bank is penetrating
at a faster rate.

20. SUGGESTIONS
• IndusInd Bank should look at aggressive rural penetration for
growth in Gurgaon when several new competitive banks are
entering the banking industry.
• The company should try to increase the product cycle.
• IndusInd Bank should now try to indentify the gap between current
level of customer services and customer expectations.
• Due to the intense competition in the financial market, IndusInd
bank should adopt better strategies to penetrate more in the
market.
• Majority of the people find banking important in their life, so
company should employ the strategies to convert the want in to
need which will enrich the level of satisfaction.

21. Thankyou