Snapdeal is an Indian e-commerce company with core values of innovation, change, openness, ownership, and honesty. It aims to have 20 million daily transacting users by 2020. Snapdeal has over 60 million members, 275,000 sellers, and handles 26% of the Indian e-commerce market share. To improve customer satisfaction from 60-65% to 85%, Snapdeal is investing in logistics, faster delivery options, and expanded warehouse space. The company employs over 8,000 people and plans to hire more in technology, supply chain, marketing, and category management.

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Snapdeal

2. Snapdeal – Core Values
Snapdeal does not have any plant or machinery to run its
business. It is a people centric business.
Core Values
 Innovation
 Change
 Openness
 Ownership
 Honesty

3. Goal
To have 20 million daily transacting users by 2020

4. • Snapdeal is India’s 3rd largest (w.r.t visitors) e-commerce portal after
Amazon & Flipkart.
• Snapdeal was a Great place to work in 2015 & was ranked the best
employer in the retail space.
• Snapdeal has received 90% more visitors in 2015 (compared to 2014).
• According to Morgan Stanly, Snapdeal is the 2nd most capital-efficient
(GMV to capital raised) market place.
• Snapdeal has 1 million daily transacting users on its ecosystem, which
is more than both Amazon and Flipkart put together.
• About 75% of the daily orders on Snapdeal come from mobile
platforms (mobile app and M-site)
Some interesting facts about Snapdeal
Amazon Flipkart Snapdeal
23.6mn 23.5 mn 17.9 mn

5. Snapdeal: Market status
Members 60 million
Sellers 275000
Products 30 million +
Market reach 6000 towns & cities
Market share: Snapdeal Vs Others
Gross merchandise value (GMV) Percentage
Flipkart 45%
Snapdeal 26%
Amazon 12%

6. Facts about India & possibility for the growth of the e-
commerce business
• India has the 2nd largest Internet population in the world.
• Country’s internet users: 50 mn in 2007; 100 mn in 2010; 300 mn in
2014
• Internet penetration is expected to increase to 59% in 2020 from 32%
in 2015.
• Online shoppers are expected to grow to 320 million in 2020 from 50
million in 2015.
• According to Morgan Stanly, by 2020
 Estimated India’s e-commerce market – $119 billion
 Estimated India’s online market - $159 billion

7. Growth of the e-commerce industry in India via Mobile
platform – Snapdeal’s Free charge
• Snapdeal has crossed 1 million transactions for bill payments &
recharges on app
• In India, e-commerce ranks 3rd in terms of usage after messaging and
social media.

8. Mobile Wallet Market
• The mobile wallet market in India is estimated to touch $6.6 billion
by 2020.
• In India roughly 60-65% of the total e-commerce sales are being
generated by mobile devices and tablets (increased by 50% than the
last year)
• One out of three customers currently make transactions through
mobiles in tier-1 and tier-2 cities.
• In 2015, 78% of shopping queries were made through mobile
devices, compared to 46% in 2013.

9. Customer satisfaction
• Snapdeal’s customer satisfaction – 60 - 65%
• Expected customer satisfaction – 85%

10. What do they do to improve customer satisfaction?
• Snapdeal has 1500 engineers to deal with the huge surge in traffic
during sale time.
• Snapdeal committed a $300 million investment in 2015 to strengthen its
supply chain and logistics.

11. What do they do to improve customer satisfaction?
• Introduction of new services has resulted in 70% improved delivery
(introduced recently)
 under 4 hour delivery for exclusive launches
 card on delivery service in over 100 cities
 90 minute returns pick-up across 70 cities
• Snapdeal now has 1.3 million square feet additional warehouse
space across 63 fulfilment centres in 25 cities, close to majority seller
and buyer locations.

12. Snapdeal’s employee size
Employee size – 8000

13. Traits of a good employee

14. Planning to hire employees in
Technology
Supply chain
Marketing
Category management

15. Employee dissatisfaction - Reasons the employees say:
• Snapdeal did not have any future projections for employees
when they were hired.
• Performance improvement plan (PIP) framed by the company is
another reason for the employees to quit.
• Between April 2015 – February 2016, 600 employees
have resigned in the customer service department through
similar PIP programme.

16. Snapdeal – Performance Appraisals
• Snapdeal has replaced annual employee appraisals with
trimester reviews.
Performance Management Process – GROW
G – Goal setting
R – Regular feedback
O – Own your development
W – Win with the company

17. Snapdeal focusses on developing the staff policies
• Advitya, an initiative to get mothers on break to join the
workforce
• Hire boomerangs (people who have once worked at the
company)
• Create a strong alumni network that is informed of Snapdeal
opportunities
• Company has enhanced its maternity leave from 16 to 25 weeks
& paternity leave from 2 to 3 weeks.
• Adoption benefits: female employees can avail 12 weeks leave
and male employees can avail 3 weeks leave.
• Snapdeal has created a 3 month curated program for women
who have been on a long career break.

18. Rewards & Recognition System
• Snapdeal is seeking to ensure employee loyalty by rewarding
about one third of its staff with stock options. In order to achieve
this, it expanded the proportion of equity that can be distributed
as options to 10% from 6%.
• These have been given to 1200 top performers among a total 4000
(as compared to 300 employees out of 1200 last year).