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MARKET SURVEY REPORT

ON
CUSTOMER SATISFACTION ON

INPARTIAL FULFILLMENT OF DEGREE OF


BACHELOR OF BUSINESS ADMINISTRATION
M.J.P.R.U, BAREILLY
(SESSION: 2010-2011)

SUBMITTED TO: SUBMITTED BY:


Mrs. Sandhya Tripathi Pragati Dixit
IIMS Faculty BBA-VI sem-C
915584
CONTENTS:

1. INTRODUCTION
2. OBJECTIVES
3. RESEARCH METHODOLOGY
4. COMPANY PROFILE
5. LITERATURE REVIEW
6. DATA PRESENTATION AND ANALYSIS
7. FINDINGS
8. CONCLUSION
9. LIMITATIONS
10. RECOMMENDATION
11. BIBLIOGRAPHY
12. ANNEXURE
INTRODUCTIO
N
INTRODUCTION:
LOreal is the global leader in cosmetics, with 25 brands. They have 5 key areas
of expertise hair care, hair colorants, skincare, make-up and fragrances. There is a
huge motive behind the study of LOreal.

The study will help us to understand


the operations which are carried out by LOreal. The operations such as marketing
strategies, business plans, company at a glance, business structure, management and
operating structures , competitors position as per this company, business development,
discussion of business strategies, SWOT analysis to understand the different pros and
cons of the company, so as to report properly to operate effectively and deal smartly.
This study offers a comprehensive analysis of the organization, its
business segments, and competitors. It analyzes the business and marketing strategies
adopted by the company, to gain a competitive edge in the industry. The profile also
evaluates the strengths of the company and the opportunities present in the market. This
study presents the key facts & figures, business description, products & services offered
and corporate timeline of the company. It involves analysis of the company at three levels
segments, organizational structure and
ownership composition. Both business and geographic segments are analyzed along with
their recent financial performance. It further discusses the major subsidiaries of the
company and the recent merger & acquisitions. It also examines the significant
developments and milestone that have taken place in the company. It is a form of news
analysis where the most critical company news is discussed. Also the factor Financial
Performance included in this study. It discusses the most recent financials of the company
and also compares the historical sales & income figures with the current and projected
figures. The objective is to evaluate the financial health of the company. The analyst
opinion and stock performance help anyone in evaluating the performance of the
company from an investors viewpoint.
The LOreal Group is the world's largest cosmetics and beauty company and is
headquartered in the Paris suburb of Clichy, Hauts-de-Seine, France. LOreal has
developed activities in the field of cosmetics, concentrating on hair color, skin care, sun
protection, make-up, perfumes and hair care. LOreal is active in the dermatological and
pharmaceutical fields. LOreal is also the top nanotechnology patent-holder in the United
States.
LOreal is a listed company, but the founder's daughter Liliane Bettencourt and the Swiss
food company Nestl each control over a quarter of the shares and voting rights.
The company's international brands include: Anais Anais, ARTec, BioMedic, Biotherm,
Cacharel, Dermablend, Drakkar Noir, Garnier, Giorgio Armani Parfums and Cosmetics,
Kerastase, Kiehl's Since 1851, La Roche-Posay, Lancme, L'Oreal Paris, L'Oreal
Professionnel, L'Oreal Technique, Matrix, Maybelline New York, Paloma Picasso, Ralph
Lauren Fragrances, Redken 5th Avenue NYC, Shu Uemura, SkinCeuticals, SoftSheen-
Carson, Vichy, Viktor&Rolf.
The company was originally founded in 1953 as Cosmair, Inc as the exclusive U.S.
licensee of the L'Oreal Group.
In 1972, L'Oreal unveiled the first TV ads for the "I'm Worth It" campaign for Preference
haircolor which would help boost sales.The company's acquisitions have led to
significant growth which include: Redken in 1993, Maybelline in 1996, Soft Sheen in
1998, Matrix, Kiehl's and Carson in 2000, ARTec in 2002 and SkinCeuticals in 2005.
Cosmair would become a wholly owned subsidiary of L'Oreal SA Paris in 1994
L'Oral India
LOral India Private Limited is a wholly owned subsidiary of LOral S.A.
Headquartered in Paris, LORAL is the global leader in cosmetics with 5 key expertise
in hair care, hair color, skin care, make-up and fragrances. LOrals leadership is
achieved through cutting-edge technology with a portfolio of well-known brands that
answer all beauty needs and are distributed in all channels.
Each brand benefits from considerable investments in research made by the L'Oral
Group. The Group's research efforts, unique in the beauty industry, permit each brand to
benefit from formulas specifically adapted to the needs of men and women worldwide,
within each market or distribution circuit that is present.
L'Oral India has over 600 employees and has a strong track record with
consistent double digit sales growth yearly.
In the year 1907, Eugene Schuller , a young French chemist, developed an innovative
hair-colour formula. He called his improved hair dye AUREOLE. With that the history of
LOREAL began. Eugene Schuller formulated and manufactured his own products, which
he then sold to parsian hairdressers.

In 1909, Schuller registerd his company, the Socit


Franaise de Teintures inoffensive pour Cheveux (safe hair dye company of france ),

The future Loreal . The guiding principals of the company that would become Loreal
were put into place from the start: research and innovation in the intrest of beauty. During
the early twentieth century, Schuller provided financial support and held meetings to La
Cagoule at loreal headquarters. La Cagoule was a violent French fascist-leaning and anti-
communist group. Loreal hired several members of group as executives after world war
II.

In 1920,the small company employed only three chemist . by 1950, the research teams
were 100 strong ; that number reached 1000 by 1984 and is nearly 2000 today. Loreal got
its start in the hair-color business , but the company soon branched out into other
cleansing and beauty products. Loreal now markets over 500 brands and many
thousands of individual products in all sectors of the beauty business ; hair color ,
permanents , styling aids ,body and skin care ,cleansers and fragrances. They are found
in all distribution channels, from hair-salons and perfumeries to hyper and
supermarkets, health/beauty outlets, pharmacies and direct mail.

Loreal have five worldwide reaserch and


development centers ; two in france ; Aulnay and Chevilly ; one in U.S clark, new jersey;
one in japan; Kawasaki ,kanagawa prefecture; and in 2005 , one was established in china
,shanghai .

LOreal purchased synthelbo in 1973 to pursue its ambitions in the


pharmaceutical field. synthelabo merged with sanofi 1999 to become sanofi-aventis.

On 17 march 2006 loreal made a 652 million agreed takeover of


ethical cosmetics company. Loreals history has just been exposed in a best seller by
MONICA WAITZFELDER published in france as loreal a pris ma maison and
English as loreal stole my home. The book details how loreal, a notoriously anti-
semitic company historically , took over the Waitzfelder home in german city of
karlsruhe (after the Nazis had engineered the removal of the family) to make it its
german headquarters. Waitzfelder has run a lifelong battle through the French courts
to try ti get compensation the case is now to come before the European Courts Of
Human Rights .
Loreals famous advertising slogan is Because Im worth it. It has
recently been replaced by Because youre worth it. Loreal owns a hair and body
products line for kids called LOREAL KIDS. Their slogan is Because were worth it
too, which is very similar to that of its parent .Loreal still tests new ingredients on
animals ,which has led to criticism from Naturewatch Compassionate Shopping.

1400 new formulations have been registered in the last three years.

In 1987 loreal and 3 Suisses founded le club des createurs de beaute. Specializing in
mail order sales of cosmetic products.

Following loreals purchase of THE BODY SHOP, who previously were against animal
testing, The Body Shop founder Dame Anita Roddick was forced to defend herself
against allegations of abandoning her principles over loreal s track record on animal
testing. As a result, calls were made for shoppers to boycott The Body Shop.

GARNIER is a mass market brand of loreal that produces hair


care products, including the Fructis line, as well as skin care products, notably the newer
Nutritioniste line. One of their key proprietary ingredients is a fruit concentrate used in
all their products. It is a combination of fruit acids, vitamin B3 and B6, fructose and
glucose.
OBJECTIVES
OBJECTIVES:

The main objective behind the study of this project is to evaluate the distribution
channel for LOreal Paris Company.

How the LOreal Paris company emphasis more on customers service.

How LOreal value the time in their process of work.

How the LOreal have segmented the market in different directions.

As required by the objectives of the project report, I started working accordingly,


getting the details of the topic, from different sources and under the guidance of my
project guide, to get desired results and applied my energy towards the formation of this
project.
RESEARCH
METHODOLOGY

RESEARCH METHODOLOGY:
RESEARCH DESIGN

A Research Design is the framework or plan for a study which is used as a guide in
collecting and analyzing the data collected. It is the blue print that is followed in
completing the study. The basic objective of research cannot be attained without a proper
research design. It specifies the methods and procedures for acquiring the information
needed to conduct the research effectively. It is the overall operational pattern of the
project that stipulates what information needs to be collected, from which sources and by
what methods.

Research is process of a systematic enquiry into facts and in depth study of


probing into a particular topic or subject, backed by the collection, complication,
presentation and interpretation of relevant data. It is an intelligent and scientific work,
which is an Endeavour to discover valuable facts.

Research must be based on the facts. Observable data forms a


sound basis for research. Inductive investigation leads greater support to research
findings, for analyzing facts, a scientific methodology of analysis must be developed and
result interpreted logically.

Following steps are undertaken to conduct this research:-

1. Selection of the subject.

2. Objectives of the study.

3. Collection of data.

4. Analyzing the data.

5. Title of the project.

TYPE OF DATA COLLECTED:-


There are two types of data used. They are primary and secondary data. Primary data is
defined as data that is collected from original sources for a specific purpose. Secondary
data is data collected from indirect sources. These include books, the internet, company
brochures, product brochures, the company website, competitors websites etc,
newspaper articles etc.

The data is like heart of all types of research. This collection of data depends
upon the purpose for which the data is required .it is considered to be very important
steps as it is the basis of foundation of investigation.

a) Primary data:-

It is the data collected by a person for his own use obtained


from the findings. This is considered to be the first hand information. These are those
data which are collected by us to meet our own specific purpose.

The methods which are adopted for collecting primary data for the
purpose of this project report are as follows:-

i) Data through questionnaire-

A questionnaire has been prepared and filled by


the female customer who uses products of LOreal by doing market survey.

ii) Personal interviews:-

A direct personal interview of several users has been taken.


Their views were taken regarding the quality of the products which satisfy them by
fulfilling there requirements.
Other methods which are adopted for collecting primary data to
complete this project report are-

Direct personal observation , and ,

Indirect oral investigation.

b) Secondary data:-

It is the data which is collected by some other person or the


organization itself for their own use, but, this type of data/information can also be used by
the researchers for his use as second hand information.

Sources through which secondary data for


this project report are collected by journals, magazines and internet.

After gathering all the required information I decided to go in for


this project as this project would give me the practical experience
and also provide me with an opportunity to work on a subject of
my interest.
COMPANY
PROFILE

Company Profile:
The LOreal Group is the world's largest cosmetics and beauty company. With its
registered office in Paris and head office in the Paris suburb of Clich, Haunts-de-Seine,
France, it has developed activities in the field of cosmetics. Concentrating on hair color,
skin care, sun protection, make-up, perfumes and hair care, the company is active in the
dermatological and pharmaceutical fields and is the top nanotechnology patent-holder in
the United States.

LOreal is a listed company, but the founder's daughter Lillian Bettencourt and the Swiss
food company Nestl each control over a quarter of the shares and voting rights.

History:
In 1907, Eugene Schuler, a young French chemist, developed a hair dye formula
called Aureole. Schuler formulated and manufactured his own products, which
he then sold to Parisian hairdressers.

In 1909, Schuler registered his company, the Society Francoise de Tinctures


Inoffensive pour Cheveux ("Safe Hair Dye Company of France" literally "French
Society of Inoffensive Hair Dyes"), the original LOreal. The guiding principles of the
company, which eventually became LOreal, were research and innovation in the field of
beauty.

In 1920, the small company employed three chemists. By 1950, the research teams were
100 strong; that number reached 1,000 by 1984 and is nearly 2,000 today.

LOreal got its start in the hair-color business, but the company soon branched out into
other cleansing and beauty products. LOreal currently markets over 500 brands and
many thousands of individual products in all sectors of the beauty business: hair color,
permanents, hair styling, body and skin care, cleansers, makeup and fragrances. The
company's products are found in a wide variety of distribution channels, from hair salons
and perfumeries to hyper - and supermarkets, health/beauty outlets, pharmacies and direct
mail.

LOreal has five worldwide research and development centers: two in France: Almay and
Coevally; one in the U.S.: Clark, New Jersey ; one in Japan: Kawasaki, Kanagawa
Prefecture; and in 2005, one was established in Shanghai, China. A future facility in the
US will be in Berkeley Heights, New Jersey.

From 1988 to 1989, LOreal controlled the film company Para vision, whose properties
included the Filiations and De Laureates libraries. Studio Canal acquired the Para vision
properties in 1994.

LOreal purchased Synthlabo in 1973 to pursue its ambitions in the pharmaceutical


field. Synthlabo merged with Sanofi in 1999 to become Sanofi-Synthlabo.
Sanofi-Synthlabo merged with Aventis in 2004 to become Sanofi-Aventis.

On 17 March 2006, LOreal purchased cosmetics company The Body Shop for 652
million.
The company has recently faced discrimination lawsuits in France related to the hiring
of spokes models and Institutional racism. In the UK, LOreal has faced widespread
condemnation from OFCOM regarding truth in their advertising and marketing
campaigns concerning the product performance of one of their mascara brands.

A book by Monica Waitsfield, published in French as LOreal a prism ma malison and in


English as LOreal stole my house!, details how LOreal, a company claimed to be anti-
Semitic by the author, took over the Waitsfield home in the German city of Karlsruhe
(after the Nazis had engineered the removal of the family) to make it its German
headquarters.

LOreals famous advertising slogan is "Because I'm worth it". In the mid 2000s, this was
replaced by "Because you're worth it". In late 2009, the slogan was changed again to
"Because we're worth it" following motivation analysis and work into consumer
psychology of Dr. Maxim Titorenko. The shift to "we" was made to create stronger
consumer involvement in LOreal philosophy and lifestyle and provide more consumer
satisfaction with LOreal products. LOreal also owns a Hair and Body products line for
kids called LOreal Kids, the slogan for which is "Because we're worth it too".

Protest group Nature watch states that LOreal continues to test new ingredients on
animals. The company states that no animal testing for finished products has taken place
since 1989 and that L'Oreal has invested significantly in alternative methods for chemical
safety testing, though they implicitly acknowledge that they continue to perform animal
testing of ingredients.

Following LOreals purchase of The Body Shop, who continue to be against animal
testing, The Body Shop founder Dame Anita Riddick was forced to defend herself against
allegations of abandoning her principles over LOreals track record on animal testing.
She declared that her belief in the power of cosmetics to enhance female beauty was
greater than any concern over animal testing. As a result, calls were made for shoppers to
boycott The Body Shop.

In 1987, LOreal and 3 Suisses founded Le Club des Creatures de Beauty specializing in
mail order sales of cosmetic products.

February 2011: L'Oreal will has the largest factory in the Jababeka Industrial Park,
Cikarang, Indonesia with total investment of US$50 million and it will be ready in
October 2011. The production will be absorbed 25 percent by domestic market and the
rest will be exported. In 2010 significant growth occurred at Indonesia with 61 percent
increase of unit sales or 28 percent of net sales
Brands

Brands are generally categorized by their targeted markets, such as the mass,
professional, luxury, and active cosmetics markets. Garnier - L'Oreal's product, reached
the top 100 brands of The Brand Trust Report published by Trust Research Advisory in
India. Garnier was ranked in the 61st position in the list of Most Trusted brands of India.

Head office

L'Oral Group has its head office in the Centre Eugne Schueller in Clichy, Hauts-de-Seine,
near Paris.[18] The building, constructed in the 1970s from brick and steel, replaced the
former Monsavon factory, and employees moved into the facility in 1978. 1,400 employees
work in the building. The building is often referred to as the "Beauty Factory" by the public.
In 2005 Nils Klawitter of Der Spiegel said "the building, with its brown glazed faade of
windows, is every bit as ugly as its neighborhood." Klawitter added that the facility "gives
the impression of a high-security zone" due to the CCTV cameras and security equipment.
The world's largest hair salon is located inside the head office building. As of 2005, 90
hairdressers served 300 women, including retirees, students, and unemployed people, per
day; the customers are used as test subjects for new hair colours.

L'Oral USA has its headquarters in New York City, its New Jersey headquarters is in
Berkeley Heights.
Centre Eugene Schuler, LOreal head office, in Clich, France

The names of the companys top 25 brands are given below:-

1. LOREAL PROFESSIONEL PARIS.

2. KERASTASE PARIS.

3. MATRIX.

4. REDKEN 5TH AVENUE N Y C.

5. MIZANI.

6. LOREAL PARIS.

7. GARNIER.

8. MAYBELLINE NEW YORK.

9. SOFTSHEEN.CARSON.

10. LANCOME PARIS.

11. BIOTHERM.

12. HR (HELENA RUBINSTEIN)

13. GIORGIO ARMANI PARFUMS.


14. DIESEL.

15. RALPH LAUREN.

16. CACHAREL.

17. KIEHLS (SINCE 1851)

18. SHU UEMURA.

19. VIKTOR&ROLF.

20. VICHY (LABORATO I RES)

21. LA ROCHE-POSAY(LABORATOIRE PHARMACEUTIQUE)

22. INNEOV (NUTRICOSMETICS)

23. SKIN CEUTICALS.

24. SANOFLORE (LABORATOIRE RIE)

25. THE BODY SHOP.

MOTTO:-

AT THE DAWN OF THE 21ST CENTURY, THE WORLDS


LEADING BEAUTY COMPANY NEEDS TO BE AN AUTHENTIC
EXAMPLE IN TERMS OF SUSTAINABLE DEVELOPMENT
.
Ethics:-

At loreal, they believe that lasting business is built upon high


ethical standards which guide growth, and on a genuine sense of
responsibility to the community at large.

Supplier relations:-

LOreal is committed to building long-term


partnerships with suppliers, based on mutual respect, transparency and
sharing of information, strong communication and high standards.
The objectives of the company:-

Continue work to develop a loreal supplier code of conduct, for


release in 2009.

Issue an updated version of loreal purchasing code of ethics.

Work with other companies on supply chain initiatives.

Hold further capacity building workshops for suppliers on labour


standards and SH&E.

Continue work researching the root causes of supplier non-


compliance with our labour standards.

Encourage environmental innovations by suppliers.


THE DIAGRAM OF LOREAL SUPPLY CHAIN:
PURCHASING-
SUPPLY
SUPPLIERS:-

RAW MATERIALS

PACKAGING

INDUSTREAL EQUIPMENT

INDIRECT PURCHASING

PROMOTIONAL ITEMS

MANUFACTURIN
G SALES
LOREAL FACTORIES STORES:-
DISTRIBUTION
(40):- SUPERMARKETS
94% OF THE FINESHED LOREAL WAREHOUSE
GOODS PERFUME SHOPS
(65)
DEPARTMENT STORES
SUBCONTRACTORS:-
ETC
6% OF THE FINESHED
GOODS
LITERATURE
REVIEW
WHAT IS LOREAL?

LOreal is the global leader in cosmetics, with 25 global brands. It has five key areas of
expertise- hair care, hair colourants, skincare, make-up and fragrances. This company
has over 63,358 employees working currently. And it sells its products around in 130
countries all over the world. Its consolidated sales are recorded in over 17,063 in
million euros.

The company manufacture well above 4.7 billion units annually. It also
has investments above 560 million euros in R&D investments
DATA PRESENTATION

AND

ANALYSIS
DATA ANALYSIS & INTERPRETATION

1. Do you use cosmetic?


a) Yes
b) No

65% says- Yes and 35% says- No


2. Are you the LOreal customer?
a) Yes
b) No

70% says- Yes and 30% says- No


3. Do you wear make-up?
a) At parties
b) Always
c) When I want to
d) Outside home

Make-up
45
40
35
30
25
20
15
10
5
0
at Parties Always when I want to Outside home

40% says- At parties, 20% says- Always, 30% says- When I want to and 10%
says- Outside home.
4. How following face foundation have you used mostly?
a) Lakme

b) LOreal

c) Avon

d) Others

Face foundation
45
40
35
30
25

20 Loreal
15
10
5
0
lakme loreal avon others

25% says- Lakme, 40% says- LOreal, 15% says- Avon and 20% says-
Others.

5. Which is your Favorite face foundation?


a) Lakme

b) LOreal

c) Avon

d) Others

Favoritefoundation
45
40
35
30
25

20 Loreal
15
10
5
0
lakme loreal avon others

25% says- Lakme, 40% says- LOreal, 25% says- Avon and 10% says-
Others.
6. What is your skin type?

a) Rough

b) Dry

c) Smooth

d) Oily

e) Spotted

15% has Rough, 25% has Dry, 30% has Smooth, 20% has Oily and 10% has
spotted skin type.
7. How often do you use cream including night creams?

a) Once a day

b) Twice a day

c) Twice in a week

d) Three times in a week

UsingCream
45
40
35
30
25
20
15
10
5
0
once a day twice a day twice in a week three times in a week

25% says- Once in a day, 40% says- Twice in a day, 15% says- Twice in a
week and 20% says- Three times in a week.

8. How following creams you have used mostly?

a) Avon

b) Lakme
c) Fair n lovely

d) LOreal

e) Others

UsingL'Oreal
35

30

25

20

15 Loreal
10

0
avon lakme fair n lovely Loreal Others

10% says- Avon, 15% says- Lakme, 25% says- Fair n lovely, 30% says-
LOreal and 20% say- Others.

9. Which one you found more effective?

a) Lakme
b) Avon

c) Fair n lovely

d) LOreal

e) Others

MoreEffective
40
35
30
25
20
Loreal
15
10
5
0
lakme avon fair n lovely Loreal Others

15% says- Lakme, 10% says- Avon, 25% says- Fair n lovely, 35% says-
LOreal and 15% say- Others.

10. Number of customers satisfies with LOreal Product in comparison with other
companys product?
a) Lakme

b) Avon

c) LOreal

d)VLCC

e) Others

15% says- Lakme, 10% says- Avon, 40% says- LOreal, 25% says- VLCC
and 10% say- Others.

11.In dealing with make-up, will you take chance with your skin for experimenting
the products of LOreal Paris?
a) Agree

b) Agree a little

c) Neither agrees nor disagrees

d) Disagree a little

e) Disagree strongly

35% says- Agree, 30% says- Agree a little, 20% says- Neither agree nor
disagree, 10% says- Disagree a little and 5% says- Disagree strongly.
FINDINGS

FINDINGS:
On the analysis and interpretation of research conducted. It was found that certain
findings are very critical and are directly or indirectly affecting the LOreal Paris
products.

There is a good awareness of LOreal Paris cosmetics products among the


consumers.

The quality of LOreal Paris is very satisfactory viewed by the majority of


customers.

There is a neck to neck competition between LOreal, Lakme,


VLCC, etc

75% of the customers are fully satisfied with existing


quality While 25% are partly satisfied.

Majority of women are using LOreal Paris products.

Consumers prefer the LOreal products because it provides good quality, good
results, good services, etc and it all fulfills their needs.
CONCLUSION

Conclusion:

The competition is fierce in the multi-channel retailing environment. A business that


hopes to grow and prosper requires a comprehensive logistics and transportation strategy,
executed flawlessly. The dilemma for management lies in trying to meet consumers
growing expectations while keeping costs in check. In response to these issues of multi-
channel growth, more and more carriers are branching out to offer logistics services.
Those businesses that work to build successful relationships with logistics and
transportation vendors will find that their efforts lead to improved customer service and
profitability. Its not an easy task, but it is certainly one thats achievable with the tools
and technology available today.
LOreal Paris has been found to be the most preferred
brand it meet the promise made to the customer. Consumer relies on the LOreal Paris products
because it provides good quality, good results, good services, etc. So that customer may prefer
LOreal Paris products. While conducting survey I found that the customer may like the
showrooms of the LOreal Paris products. They still likes the easily availability of various
products. So the LOreal products customers are fully satisfied to use the products.
LIMITATIONS

LIMITATION:
LOreal Paris is involved in doing business for various product categories but in
this it only focuses on cosmetic products, which have to be considered.

In order to know consumer satisfaction for LOreal Paris only 50 female


customers were surveyed.

The region covered for analyzing was just the overview of the result which is not
enough for measuring the accurate data.
RECOMMENDATION

RECOMMENDATION:

The supply must be properly fulfilled so the need of the customer satisfies.

Target selling for the dealer / agent can increase the sales ofcompany.

The company must concern to the satisfaction of customer demand.

The company and dealer should develop its marketing information system.
up to date information of competitor's policy, price and product, target market, so
the company can know its strengths and weaknesses.

Brand preference studies reveal that comparatively there is more preference for
LOreal among consumers so in order to attract and maintain his consumers.
Advertising programs should be intensified.

Perception of the consumer is changing rapidly. They seek new benefits and
values in their preferred brand. Moreover, consumer likes to have brand at low
rate. So LOreal Paris should insert it so as to meet the changing preference of the
consumer.
LOreal Paris is the market leader in make-up products. Most of the consumers
are brand loyal. They should be treated as intangible assets. Loreal Paris should
ever strive to satisfy them.

It should keep revitalizing its product / brands.

Fulfill the consumer needs.


BIBLIOGRAPHY

A) Web Sites:
1. www.loreal paris.com
2. www.google.com
B) News-paper:
1. Times of India

C) Book:
1. Research Methodology: C.R. Kothari
ANNEXURE

QUESTIONNAIRE

Survey on Womens Responses towards


LOREAL (Cosmetics):

1. Do you use cosmetics?

a) Yes
b) No

2. Are you a LOreal customer?


a) Yes
b) No

3. Do you wear make-up?


a) At Parties
b) Always
c) When I want to
d) Outside home

4. How following face foundation have you used mostly?

a) Lakme

b) LOreal

c) Avon

d) Others

5. Which is your Favorite face foundation?

a) Lakme

b) LOreal

c) Avon

d) Others

6. What is your skin type?

a) Rough
b) Dry

c) Smooth

d) Oily

e) Spotted

7. How often do you use cream including night creams?

a) Once a day

b) Twice a day

c) Twice in a week

d) Three times in a week

8. How following creams you have used mostly?

a) Avon

b) Lakme

c) Fair n lovely

d) LOreal

e) Others

9. Which one you found more effective?

a) Lakme

b) Avon

c) Fair n lovely

d) LOreal

e) Others
10. Number of customers satisfies with LOreal Product in comparison with
other companys product?
a) Lakme

b) Avon

c) LOreal

d) VLCC

e) Others

11. In dealing with make-up, will you take chance with your skin for
experimenting the products of LOreal Paris?
a) Agree

b) Agree a little

c) Neither agree nor disagree

d) Disagree a little

e) Disagree strongly

NAME..

CONTACT NO. :.