Professional Documents
Culture Documents
On
“CUSTOMER SATISFACTION”
At HCL Infosys Products
(A Survey Conducted at New Delhi)
Submitted by
1
DECLARATION
I, Deepak kumar Student of MBA of the Sikkim manipal university hereby declare
that the Project Report entitled, “Customer Satisfaction of HCL Infosys Products – A
Survey Conducted at New Delhi )” is an original work and the same has not been
submitted to any other institution for the award of any other degree.
2
ACKNOWLEDGMENT
Sometimes words fall short to show gratitude, the same happened with
me during this project. The immense help and support received from GIL
overwhelmed me during the project.
It is a great opportunity for me to work with HCL infosys, pioneers in
the field of manufacturing Products, a part of HCL Technologies. I am
extremely grateful to the entire team of HCL infosystem ltd, who have shared
their knowledge with me and without whom the completion of this project
would have been virtually impossible.
My sincere gratitude to C Vijay kumar (chief executive officer and
director, HCL Infosys ) for providing me with the opportunity to work with
HCL infosys ltd as a company project guide who has provided me with the
necessary information and his valuable suggestion and comments on bringing
out this report in the best possible way.
I am highly indebted to C Vijay kumar who has provided me the
necessary information and his valuable suggestions and a good support in
understanding the basics of HCL infosys easily.
3
TABLE OF CONTENTS
4
PREFACE
management. But is some how to implement them with in the through of the
this I have conducted the survey and find out the relevant information.
5
6
CHAPTER-I
INTRODUCTION TO CUSTOMER SATISFACTION
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disappointed, For example, Holiday Inn ran a campaign a few years ago
called ‘No Surprises’ Yet hotel guests still encountered a host of problems,
and Holiday Inn had to withdraw the campaign. However, if the company
sets expectations too low, it won’t attract enough buyers (although it will
satisfy those who do buy).
Saturn In the late 1980s, Saturn (General Motors’ newest car division)
changed the whole buyer – seller relationship with a New Deal for car buyers
There would be a fixed price (none of the traditional haggling); a 30-day
guarantee or money back; salespeople on salary, not on commission (none of
the traditional hard sell). Once a sale is made, the sales staff surrounds the
new owner for commemorative photo, with everyone smiling. The
company’s fifth anniversary celebration at the Tennessee headquarters was
attended by more than 4000 Saturn from all across the country. Said Saturn’s
president: “Saturn is more than a car it’s a whole new way of doing things, of
working with our customers and with one another.”
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companies need to create a “branded customer experience”. Here’s how
Canadian Pacific Hotels, a chain with 27 properties, did just that.
"Those who enter to buy, support me. Those who come to flatter, please me.
Those who complain, teach me how I may please others so that more will
come. Only those who hurt me are displeased but do not complain. They
refuse me permission to correct my errors and thus improve my service." -
Marshall Field.
the customer as the person to whom you are responsible. Customers support
When your customers are happy, you are happy. When they complain, you
are unhappy, but you examine the complaint calmly and see it as an
opportunity to learn as well as satisfy their needs. The quote echoes the fear
that customers will not vocalize their dissatisfaction, but instead take their
business elsewhere.
In the old days, It used to be, "The Sale Begins When the Customer
Says...NO," but that's a totally Inappropriate attitude to embrace in today's
customer-driven business environment.
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1.2.2 Keeping Your Customers Happy
Since your first concern is customer satisfaction you should be aware of some
emotional stumbling blocks in your path: selective perception, user error and
buyer's remorse.
It is not uncommon for people to forget 75 percent of what they hear after
two days. This can cause "user error", which will significantly affect the
outcome of your test and may prevent your client from reaching his success
criteria.
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Often a client will be unhappy about a purchase and not realize that it is due
to improper operation. The more complex something is, the more training it
requires using it properly. In the interest of implementing the product
quickly, users may settle for incomplete training or become sloppy in their
application of good training. In any case, look for user error whenever a
success criterion is not reached.
"Buyer's remorse" refers to the regret that a buyer feels after making a
purchase. It could be caused by selective perception, user error, or the client's
error. Whatever the reason, the full benefits of the product are not realized.
Buyer's remorse can also be caused by the economics of the purchase: until
the benefits prove themselves to be cost effective, a buyer regrets having
made the purchase. It is the responsibility of the salesperson to assuage these
fears by assuring the client that his investment is wise and sound. Reiterate
some of the selling points that convinced him to buy it originally, present
data, and put him at ease.
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1. Don't procrastinate making the call.
Often the problem is not as serious as it sounds. Some customers "read the
riot act" when they call about a complaint. A delay in responding will only
irritate your client more.
Just because you made the sale does not mean you can become defensive
about your company, product or service. Even the most reputable companies
make mistakes and have problems with their products. You may want to
restate the customer's complaint to show that you are listening and have an
understanding of the problem.
Whether the complaint proves to be true or false, show your customer that
you are concerned and will investigate the problem immediately. Help the
customer calm down by saying, "I can understand why you feel the way you
do."
Talking will make him feel less anxious about it. Let your customer "vent"
his feelings before you react to the situation. Be sympathetic and encourage
the customer to "blow up." Afterward, he'll feel better; this means he'll be in a
better frame of mind.
5. Don't pass the buck to your company or someone else within it.
This may take the blame off you, but it undermines the integrity and
organization of the company, and your customer will lose confidence in your
firm.
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1.2.4 Maintaining Customer Satisfaction
The philosophy behind maintaining your customers is simple; now that you
have them, maintain them. When you consider the amount of time and money
invested in them, you cannot afford to lose them. This investment goes
beyond your personal expenditures. It also includes your firm's advertising
and marketing costs to reach that particular market segment. Your customers,
therefore, should be treated as if the life of your business depended on them -
which it does!
2. Drop by to show them new products and brochures and offer additional
services.
Always make an appointment before making your call! Respect your clients'
time as you do your own.
See how they are utilizing your product or service and suggest other ways
that they can benefit from it. They may not be realizing its full potential.
5. When new employees are hired, offer to train them free of charge in the
use of your product.
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6. Repay or compensate them for lost time or money caused by problems
encountered with your product.
7. Be personal.
Record details about your client's life and enter these in your file. It's so much
nicer to say to someone, "How is Bob?" rather than, "How's your husband?"
In the long run, they are much less expensive than finding a new customer.
10. Be ethical.
12. Show your appreciation for their referrals by reporting back to them on
the outcome.
13. If your company has a newsletter, obtain permission from your successful
clients to write about them in it.
14. Keep track of their results with your product and meet periodically to
review the entire picture (their business, industry, trends, competition, etc.)
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What all of this comes down to is that you should be willing to "go the extra
mile" for your accounts. They extra effort you expend now will be repaid
handsomely in the future.
The bottom line in maintaining your clients is service, service and more
service. Be there for your customers and they'll want to stick with you. If you
meet their needs, they'll think twice before switching to another company,
even if they've voiced some serious concerns. "Make new clients, but keep
the old. One is silver and the other gold." Develop the "gold" you have and
the silver may take care of itself.
In the final phase of the project, research findings will be used to build a
model of customer satisfaction management for each customer segment.
Ultimately, QIC will be able to give its members an objective measurement
of the industry's quality as perceived by the customer. That overall index will
serve as a benchmark on the state of quality for the P/C industry. Members
will also be able to use this information to determine which areas of product
and service performance have the greatest impact on overall quality, and will
be able to target improvement efforts in an informed and efficient manner.
For the first time, the industry as a whole will have addressed customer-
perceived value, as other sectors of the U.S. economy have done.
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The senior managers expressed genuine concern for customer-perceived
quality and value, as well as the need to better understand and measure it.
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.
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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 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 apologies 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.
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.
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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 customer has a problem, what should they do? If the first
option doesn't work, then what? Should they contact different people for
billing and technical enquiries? If they're not satisfied with any aspect of your
customer service, whom 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.
Have you ever received a Happy Birthday email or card from a company you
were a client of? Have 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.
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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 endeavor. 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 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:
"Hi, you mentioned a hard-copy brochure you were working on and I wanted
to provide you with large-scale copies of the graphics I've used on the site.
Hopefully you'll be able to make use of some in your brochure."
Your client is heartily impressed, and remarks to his colleagues and friends
how very helpful and considerate his Web designers are. Meanwhile, in your
office, you lay back in your chair drinking your 7th cup of coffee that
morning, safe in the knowledge this happy customer will send several
referrals your way.
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.
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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.
Conclusion
Customer service, like any aspect of business, is a practiced art that takes
time and effort to master. All you need to do to achieve this is to stop and
switch roles with the customer. What would you want from your business if
you were the client? How would you want to be treated? Treat your
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21
CHAPTER-II
INDUSTRY PROFILE
DELL
SONY
SAMSUNG
LENOVO
APPLE
in pressure on profitability.
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Company profile:
At a time when India had a total of just 250 computers, Shiv Nadar, the
founder of HCL, led a young team of eight people who passionately believed
in the growth of the IT industry. That vision in 1976, born out of a Delhi
“barsaati”, (akin to a garage start-up), resulted three and a half decades later
into a global transformational technology enterprise.
Over the years, HCL witnessed many firsts which legitimized its status as a
pioneer in modern computing providing innovative technology solutions. The
most significant of these was the development of the first indigenous micro-
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computer in 1978 - at the same time as Apple and three years before IBM's
PC. This micro-computer virtually gave birth to the Indian computer industry.
The 80's saw HCL developing several know-hows in multiple areas of
technology. HCL's in-depth knowledge of UNIX led to the development of a
fine grained multi-processor UNIX in 1988 - three years ahead of Sun and
HP.
HCL’s journey of 35 years has been truly transformational with the enterprise
creating valuable Joint Ventures and alliances with marquee partners such as
Hewlett Packard, Cisco, Perot Systems, Deutsche Bank and NEC
Corporation, amongst others, to drive strategic growth.
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technology (ICT) products across a wide range of focused industry verticals.
The HCL team consists of over 95,000 professionals of diverse nationalities,
who operate from 26 countries including over 500 points of presence in India.
HCL Infosystems has a long standing history of being involved ever since the
inception of the IT Industry in the country. When government was seeking
collaboration, HCL Infosystems were one of the first to partner in laying
down the IT infrastructure in India from something as basic as introducing a
computer in the remotest part of the country. In a developing country like
ours where we are leapfrogging to match the pace of developed global
economies, ICT is rapidly becoming the core of any intelligent infrastructure
and HCL Infosystems has developed customised & efficient system
integration solutions designed to fuel the Indian growth engine. With
relentless efforts to fuel the PC market, HCL Infosystems has been acting as a
catalyst for affordable & economical computing.
Today HCL Infosystems has become one of the leading System Integration
Company in the country, implementing several turnkey Systems and
Networking Integration projects nationwide and across most of the vertical
business segments. HCL Infosystems is uniquely poised today in the market
making it the only company with India as its primary focus, offering state of
the art technology solutions to empower a host of Defence, Homeland
Security frameworks, social sectors and government schemes for Nation
building. HCL Infosystems has being powering numerous projects across
sectors like Defence, Homeland Security, Airport & Railways Intelligent
Infrastructure, Telecom, Banking, Public Distribution System, E-governance,
Education, NREGA etc. With global expansion and sharing best practices
with the world and in particular developing markets, the company is today
strategically expanding in markets like Middle East, Southeast Asia and
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Africa. The company has developed more than 30 IP products to serve
different segments of the markets backed by various hardware and software
services.
COMPANY
26
VISION AND MISSION STATEMENT
VISION
"To be the technology partner of
choice for forward looking
customers by collaboratively
transforming technology into
business advantage."
Mission
"We will be the employer of
choice and the partner of choice
by focusing on our stated values
of Employees First, Trust,
Transparency, Flexibility and
Value Centricity."
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HCL INFOSYSTEMS LTD.
In the services space the Company has robust services offerings such as a
comprehensive portfolio of Infrastructure Managed Services, Enterprise
Application Services, System Integration Services, Office Automation
Services, Managed Print Services, Life Cycle Services and After-Sales
Support Services. HCL Learning, the Company’s learning solutions business,
serves the entire spectrum of education and training requirements across
schools colleges, individuals and enterprises and offers Digital Content &
Learning Solutions.
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AWARDS AND RECOGNITIONS
Year 2013-14
Awarded PC Quest Best IT Implementations of the Year 2013 under
the category Best Education Project (Silver) for eNBA. The project
has brought complete transparency and reduced the accreditation
process time from 1.5 years to 4 months for higher educational
institutions seeking accreditation
Won eINDIA Public Sector Enterprises Award 2013 for the project
eProcurement by Indian Railways.HCL was honored for automating
the tendering process of Indian Railways which reduced the
procurement cycle time of material from 23 days to instantaneous .
Awarded PC Quest Best IT Implementations of the Year 2013 under
the category Project with Maximum Social Impact for Financial
Inclusion project of Bank of Baroda. The project aims at providing
easy access to affordable financial services to those who are deprived
of it so far thereby bringing the unbanked and under banked villages
into the formal financial stream.
Bagged the prestigious Golden Peacock Eco Innovation Award 2013
for eNBA project during the 15th World Congress on Environment
Management .HCL was honored for providing IT Solutions to National
Board of Accreditation which resulted in eco innovation, cost saving
and transparency in the accreditation process
Bagged “Corporate - Best Government to Citizens (G2C) Initiative of
the Year” award at the e-Maharashtra Summit 2013. HCL Infosystems
was awarded the honor for implementing turnkey ICT solutions in
design, supply, installation, automation, integration, and subsequent
maintenance of India’s first state-of-the-art Border Check Post (BCP)
project undertaken by the Maharashtra Government.
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Bagged ‘Partner of the Year Award’ for the Asia Pacific & Japan
region as part of CA Technologies Partner for Impact Awards, held at
the Annual User Conference, CA World '13 in Las Vegas. HCL
Infosystems was honored for its commitment and expertise in taking
CA Technologies solutions portfolio to market, and its efforts in
driving new contracts and business opportunities.
Office Automation (OA) Business bagged the Silver Award for
Technical Proficiency in Color Category at the 15th Quality Service
Campaign conducted by Toshiba-APAC among 29 participants from
various countries.
HCL Digischool wins ‘Best Smart Classroom Solution Provider’ at
the prestigious Shiksha Ratan Award - State Education Summit 2013
Year 2012-13
HCL My EduTab wins ‘Best Tablet Providers in Education’ Award at
the World Education Awards 2012.
Bagged Mee Seva Award for Excellence in Delivery from the
Government of Andhra Pradesh. HCL Infosystems was awarded the
honor for its outstanding contribution in the successful implementation
of Mee Seva, an integrated service delivery initiative.
Featured among the Top 10 Brands. Ranked over Sony, Apple,
Lenovo, Acer and Toshiba in the Laptop category by Economic Times.
Bagged the “Winner Award” for driving “Asha Growth” at the Nokia
IMEA Partner Conference in Berlin
HCL Learning wins 7th eINDIA Jury Award for the 'Best Open and
Distance Learning Practices in Higher Education'
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HCL Institute Management System awarded the 'Best Cloud based
Education Institute Management System', at the B-School Excellence
Awards 2012
HCL Digicampus wins 'Best Technology Based Solution for Higher
Education Institutes' at the National Awards presented by Star News
HCL Digischool wins 'Best ICT Enabled Content for K 12 Education'
at National Education Awards presented by Star News
HCL Infosystems ranked No.1 for IT Services in DQ-CMR CSA 2012
HCL Desktops rated No. 1 in the Dataquest Channels – CyberMedia
Research Channel Satisfaction Survey.
Year 2011-12
First ever HCL flagship store launched in Delhi-NCR
Launches India’s first BEE-Star compliant laptop
Launches its new sleek Next-Gen ME Tablet, the X1
Rated No. 20 in the Great Place to Work Survey
Wins Skoch Digital Inclusion Award in the Technology in Service
Delivery category for successful implementation of Kohlapur
Municipal Corporation e-Governance Project
'No. 1 Employer of the Year’ by DQ-CMR Best Employer Survey –
2011
Wins DDI’s ‘Grow your own Leaders’ award for overall management
culture and effectiveness of the organization’s talent management
system.
Bags the VARIndia 2011 award for ‘Best Projector DLP (Infocus)’,
‘Best PC Indian Brand’ and ‘No. 1 Distributor’.
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33
CHAPTER-III
LITERATURE REVIEW
The graph of sales of these respective product lines is the best in the industry
as compared to their competitors. I did my summer training project at HCL
Infosystem, where I found all the professionals are very much committed to
their work as well as they were all professionals enough. This helped me a lot
in getting a good deal of exposure. As I had to consult the Channel partners, I
felt myself, in the beginning, in a bit problem. But the cooperation of my
superiors at the work induced confidence in me to deal with my problems
whenever they came.
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be taken in the effort of quantitative measurement. These ten domains of
satisfaction include: Quality, Value, Timeliness, Efficiency, Ease of Access,
Environment, Inter-departmental Teamwork, Front line Service Behaviors,
Commitment to the Customer and Innovation. These factors are emphasized
for continuous improvement and organizational change measurement and are
most often utilized to develop the architecture for satisfaction measurement
as an integrated model. The basis for the measurement of customer
satisfaction is by using the gap between the customers expectation of
performance and their perceived experience of performance. This provides
the measurer with a satisfaction "gap" which is objective and quantitative in
nature customer satisfaction equals perception of performance divided by
expectation of performance. Marketers in recent times have realized the
importance of marketing orientation, and this is being reflected in the
application of marketing mix elements. Consumer’s needs are fundamental to
the formulation of any marketing strategy, from developing a communication
plan. It may be worthwhile to explore the intricate aspects of Customer
satisfaction level which focuses on ‘consumer needs’. These concepts enable
marketers to analyze the acceptability of strategies planned by them.
Even though we cannot know everything that is to be known, we do need
some in depth knowledge about the consumers, starting with who is he. Is
there a real Indian customer or there is a set of stereotype. All the
conventional wisdom in market research tends to favor the view that that
there are distinct types, and we need to isolate them according to some
parameter and label them. Customer satisfaction as the key element for
success in business is a major concern for any industry. In this paper I have
tried to propose a how customer satisfaction level can affect the performance
of an organization. Customer satisfaction, a business term, is a measure of
how products and services supplied by a company meet or surpass customer
35
expectation. It is seen as a key performance indicator within business and is
part of the four perspectives of a Balanced Scorecard. In a competitive
marketplace where businesses compete for customers, customer satisfaction
is seen as a key differentiator and increasingly has become a key element of
business strategy. There is a substantial body of empirical literature that
establishes the benefits of customer satisfaction for firms. Measuring
customer satisfaction Organizations are increasingly interested in retaining
existing customers while targeting non-customers; measuring customer
satisfaction provides an indication of how successful the organization is at
providing products and/or services to the marketplace. Selecting Target
Market A review of marketing opportunities often helps in identifying
distinct consumer segments with very distinct wants and needs. Identifying
these groups, learning how they behave and how they make their purchase
decisions enables the marketer to design and market products or services
particularly suited for their wants and needs.
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OBJECTIVES OF STUDY
Primary objective:
Technologies Limited.
Secondary objective:
Limited.
consumer.
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38
CHAPTER-IV
RESEARCH METHODOLOGY
TYPES OF RESEARCH:
To accomplish the objective of the study, descriptive research design is
adopted to collect the data from the consumers of the different brands.
Descriptive research simply describes things such as demography
characteristics of consumers who use the product. The descriptive study is
typically concerned with determining frequency with which same thing
occurs. This study is typically guided by initial hypothesis.
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DATA COLLECTION METHODS:
To accomplish the objective of the study, descriptive research design
is adopted to collect the data from the consumers of the different brands.
Descriptive researches simply describe things such as demography
characteristics of consumers who use the product. The descriptive study is
typically concerned with determining frequency with which same thing
occurs. This study is typically guided by initial hypothesis.
For any research these two types of data are necessary:
1. Primary data
2. Secondary data
Primary Data:
a) Through observations
c) Through questionnaires
Secondary Data:
The secondary data is collected from various sources available with
in the organization like,
c) Library books
d) Internet
e) Annual reports
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f) Consulting administrative staff.
SAMPLING:
“Sampling may be defined as the selection of an aggregate or totally
on the basis of which a judgment of reference about the aggregate of totally
is made. “Sampling is used in conducting surveys and in studying various
problems concerning production management, time and motion studies,
market research, various areas of accounting and finance and the like.
Sample size:
For the project 50 customers were taken into consideration and they
were selected on the random basis.
Method of sampling:
The method of sampling, which selected, is “non probability
convenience sampling “. In this method the sample insights are chosen
primarily on basis of my convenience.
The sample technique adopted for carrying out the survey is
stratified random.
STATISTICAL TOOLS:
Statistical techniques are to obtain findings and average information
in logical sequence from the raw data collected. After tabulation of data
research have used the following quantitative technique.
Percentage analysis
Charts
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PERCENTAGE ANALYSIS
Percentage refers to special kind of ratio. This method is used as
making comparsion between two or more services of data. Persenatage are
used to decidable relationship. Persentage can also used to compare thge
relative terries, the distribution of two or more services of data
CHARTS
Bar charts and pie charts are used to get a clear look at the tabulated
data.
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NEED FOR THE STUDY
The need for the study of HCL Technologies Ltd taken place of consumer
perception will help the organization in determining their products as well as
promotion programs.
The project work is concerned with the study of market potential of HCL
Technologies Limited.
It is obvious that the HCL Technologies Limited, products are used in
various places with in the country. The various features established for the Products
are more important.
The Products are used in various places viz. Industries, State Electricity
Boards, Railways etc. Majority of the HCL Technologies Products are exported to
various states in the country.
Marketing research takes very vital role in knowing and understanding
customer needs and behaviors. Keeping in view the importance of customer
satisfaction in creating and monitoring the potential and present customers. So it
made to undertake the study of the industrial profile, especially satisfaction towards
Products in various electricity boards.
So the survey deals with this every aspect of finding the reasons for
unacceptability of HCL Products. Whether the factors assessed by the management
have any influence on its failure and if so to what extent?
43
The need for the study of HCL Technologies Ltd taken place of consumer
perception will help the organization in determining their products as well as
promotion programs.
The project work is concerned with the study of market potential of HCL
Technologies Limited.
It is obvious that the HCL Technologies Limited, products are used in
various places with in the country. The various features established for the Products
are more important.
The Products are used in various places viz. Industries, State Electricity
Boards, Railways etc. Majority of the HCL Technologies Products are exported to
various states in the country.
Marketing research takes very vital role in knowing and understanding
customer needs and behaviors. Keeping in view the importance of customer
satisfaction in creating and monitoring the potential and present customers. So it
made to undertake the study of the industrial profile, especially satisfaction towards
Products in various electricity boards.
So the survey deals with this every aspect of finding the reasons for
unacceptability of HCL Products. Whether the factors assessed by the
management have any influence on its failure and if so to what extent The
scope of the study includes current market potential of Products with
special reference to HCL Technologies Limited. The research is useful
for the company to take necessary steps for maintaining and improving
Products market.
1. This study is useful to analyze the market performance of Products.
2. Information about consumer perception on different brands of
Products.
3. This study gives information about consumer awareness on HCL
Technologies Limited.
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4. This study is useful to know the impact of brand advertisement and
consumers.
5. To find out market potential based on age and qualification.
6. This study is useful to know the satisfaction level with different
attributes of HCL Technologies Limited.
7. The study is useful to know the consumer preference and their
reasons to prefer HCL Technologies Limited.
45
LIMITATIONS OF THE STUDY
5. Even though enough care was taken to make research error-free some
errors may have crept in.
6. Non-availability of the consumers at the time when the survey was
conducted
10.Access to all the records and files of the company were not possible
at all the times.
46
47
CHAPTER-V
PERCENTAGE ANALYSIS:
This table shows the customer opinion concerning the Quality of HCL
Excellent 32 64%
Good 13 26%
Fair 5 10%
Poor - -
Analysis:
Inference:
The above analysis depicts that the majority of the customers feel that the
48
CHART ANALYSIS:
No of respondents
No’ of respondents.
Inference:
The above analysis depicts that the majority of the customers feel that the
Conclusion:
products to be excellent, the firm should ensure to maintain the same standards.
This action will increase the loyalty of the customers towards the firm and its
products
49
1. CUSTOMERS OPINION ON FEATURES OF PRODUCTS.
PERCENTAGE ANALYSIS:
This table shows the customer opinion concerning the Features of HCL
Excellent 31 62%
Good 8 16%
Poor - -
Analysis:
62% of the custmers are feeling that the features of Insulators is Excellenet,
22% of customers are feeling that the features of Insulators is very good, and
16% of them are the opinion that the features of Products is good. However, there
Inference:
The above analysis depicts that majority of the customers feel that the
50
CHART ANALYSIS:
No of respondents
In the above graph, X-axis represents opinion and Y-axis represents No. of
respondents.
Inference:
The above analysis depicts that majority of the customers feel that the
Conclusion:
As most the customers are of the opinion that the efficiency of the firms
products is good, the company should ensure to continue the same standards of
efficiency further.
51
2. OPINION OF CUSTOMERS ON PACKAGING OF PRODUCTS.
PERCENTAGE ANALYSIS:
This table shows the customer opinion concerning the Packing of HCL
Excellent 18 36%
Good 21 42%
Satisfaction 9 18%
Dissatisfaction 2 4%
Analysis:
18% are feeling that the HCL Technologies Packaging is Satisfactory and
Inference:
The above analysis depicts that the majority of customers feel that the
52
CHART ANALYSIS:
No of respondents
In the above graph, X-axis represents opinion and Y-axis represents No. of
respondents.
Inference:
The above analysis depicts that the majority of customers feel that the
Conclusion:
The firm should take certain necessary steps to give even better packaging
than the existing one to completely wipe out the dissatisfied customers. However
53
3. AWARENESS ON ALL PRODUCTS OF PRODUCTS.
PERCENTAGE ANALYSIS:
This table shows the customer opinion concerning the Awareness of all HCL
Don’t know - -
Analysis:
18% are few known about the HCL Technologies products, and
Inference:
The above analysis depicts that the majority of customers aware about the
54
CHART ANALYSIS:
No of respondents
In the above graph, X-axis represents opinion and Y-axis represents No. of
respondents.
Inference:
The above analysis depicts that the majority of customers awre about the
Conclusion:
Firm should aware the people about our products. This will improves the
firms credibility as well as it will changes the most known customers to well known
55
4. WHAT IS OUR RANKING COMPARED WITH THE SIMILAR
PERCENTAGE ANALYSIS:
This table shows the customer opinion concerning the Ranking of HCL
Excellent 22 44%
Good 16 32%
Satisfaction 10 20%
Dissatisfaction 2 4%
Analysis:
32% are feeling that the HCL Technologies Ranking in market is good,
20% are feeling that HCL Technologies Ranking in market is Satisfactory and
Inference:
The above analysis depicts that the majority of customers feel that the
56
CHART ANALYSIS:
No of respondents
In the above graph, X-axis represents opinion and Y-axis represents No. of
respondents.
Inference:
The above analysis depicts that the majority of customers feel that the
Conclusion:
The firm should take certain necessary steps to give even better Ranking
than the existing one to completely wipe out the Market standards. However by
57
5. HOW ABOUT THE RELIABILITY TO OUR PRODUCTS?
PERCENTAGE ANALYSIS:
This table shows the customer opinion concerning the Reliability of HCL
Excellent 20 40%
Good 20 40%
Satisfaction 8 16%
Dissatisfaction 2 4%
Analysis:
36% are feeling that Reliability on HCL Technologies products are Excellent,
42% are feeling that Reliability on HCL Technologies products are good,
18% are feeling that Reliability on HCL Technologies products are fair, and
Inference:
The above analysis depicts that the majority of customers feel that the
58
CHART ANALYSIS:
No of respondents
In the above graph, X-axis represents opinion and Y-axis represents No. of
respondents.
Inference:
The above analysis depicts that the majority are feel that the Reliability of
Conclusion:
The firm should take certain necessary steps to give even better Reliability
than the existing one to completely wipe out the dissatisfied customers. However
59
6. WHAT ABOUT THE COMPATIBILI OF OUR PRODUCTS?
PERCENTAGE ANALYSIS:
This table shows the customer opinion concerning the Compatibility of HCL
Excellent 22 44%
Good 20 40%
Satisfaction 8 10%
Dissatisfaction 0 0%
Analysis:
18% are feeling that the HCL Technologies Compatibility is Satisfactory and
Inference:
The above analysis depicts that the majority of customers feel that the
60
CHART ANALYSIS:
No of respondents
In the above graph, X-axis represents opinion and Y-axis represents No. of
respondents.
Inference:
The above analysis depicts that the majority of customers feel that the
Conclusion:
The firm should take certain necessary steps to give even better
Compatibility than the existing one to completely wipe out the dissatisfied
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7. OPINION OF CUSTOMERS ON PRICE OF THE PRODUCT
PERCENTAGE ANALYSIS:
This table shows the customer opinion concerning the Pricing of HCL
High 15 30%
Reasonable 12 24%
Low - -
Findings:
46% of the custmers are feeling that product price is very high,
Inference:
The above analysis depicts that majority of the customers feel that price of
62
CHART ANALYSIS:
No .of Respondents
In the above graph, x-axis represents opinion and y-axis represents No. Of
respondents.
Inference:
The above analysis depicts that majority of the customers feel that price of
Conclusion:
Since most of the customers strongly feel that the prices of the products are
high, the firm should reduce the prices to affordable level. This will lead to increase
63
8. HAVE THESE DISTRIBUTING CHANNELS ARE AVILABLE TO
YOU?
PERCENTAGE ANALYSIS:
This table shows the customer opinion concerning the Distributing channels
Available 10 20%
Analysis:
Inference:
The above analysis depicts that the majority of customers feel that the
64
CHART ANALYSIS:
No of respondents
In the above graph, X-axis represents opinion and Y-axis represents No. of
respondents.
Inference:
The above analysis depicts that the majority of customers feel that the
Conclusion:
The firm should take certain necessary steps to give even better Distributing
channels than the existing one to completely wipe out the dissatisfied customers.
the hilt.
65
9. HOW DO YOU RATE OUR DELIVERY ON TIME PERFORMANCE AND
PERCENTAGE ANALYSIS:
This table shows the customer opinion concerning the Delivery rate of Time
Excellent 18 36%
Good 21 42%
Satisfaction 9 18%
Dissatisfaction 2 4%
Analysis:
Inference:
The above analysis depicts that the majority of customers feel that the
66
CHART ANALYSIS:
No of respondents
In the above graph, X-axis represents opinion and Y-axis represents No. of
respondents.
Inference:
The above analysis depicts that the majority of customers feel that the
Conclusion:
The firm should take certain necessary steps to give even better Delivery
rate of Time performance & Commitment than the existing one to completely wipe
out the dissatisfied customers. However by giving better Delivery rate of Time
67
10. CAN OUR COMOSITE INSULATORS WORKING PROPERLY?
PERCENTAGE ANALYSIS:
This table shows the customer opinion concerning the Working nature of
Excellent 30 60%
Good 15 30%
Satisfaction 5 10%
Dissatisfaction - -
Analysis:
10% are feeling that Working nature products are Satisfactory and
Inference:
The above analysis depicts that the majority of customers feel that the
68
CHART ANALYSIS:
No of respondents
In the above graph, X-axis represents opinion and Y-axis represents No. of
respondents.
Inference:
The above analysis depicts that the majority of customers feel that the
Conclusion:
The firm should take certain necessary steps to give even better Working
nature than the existing one to completely wipe out the dissatisfied customers.
to the hilt.
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11. DO YOU FELL THE STYLE AND ATTRACTIVENESS TO OUR
WEBSITE?
PERCENTAGE ANALYSIS:
This table shows the customer opinion concerning the Style &
Excellent 18 36%
Good 16 32%
Satisfaction 9 18%
Dissatisfaction 7 14%
Analysis:
36% are feeling that Style & Attractiveness of HCL s Website is Excellent,
32% are feeling that Style & Attractiveness of HCL s Website is Good,
18% are feeling that Style & Attractiveness of Website is Satisfactory and
14% of the customers are dissatisfied with the Style & Attractiveness of Website.
Inference:
The above analysis depicts that the majority of customers feels that the Style
70
CHART ANALYSIS:
No of respondents
In the above graph, X-axis represents opinion and Y-axis represents No. of
respondents.
Inference:
The above analysis depicts that the majority of customers feels that the Style
Conclusion:
The firm should take certain necessary steps to give even better Style &
Attractiveness of Website than the existing one to completely wipe out the
71
12. DOES OUR WEBSITE PROVIDE THE KIND OF INFORMATION
PERCENTAGE ANALYSIS:
This table shows the customers opinion concerning the Information provided
Excellent 25 50%
Good 20 40%
Satisfaction 5 10%
Dissatisfaction 0 0%
Analysis:
50% are feeling that Information provided by the HCL s Website is Excellent,
40% are feeling that Information provided by the HCL s Website is Good,
10% are feeling that Information provided by the HCL s Website is Fair and
None of them are bad about the Information provided by the HCL s Website.
Inference:
The above analysis depicts that the majority of customers feel that the
72
CHART ANALYSIS:
No of respondents
In the above graph, X-axis represents opinion and Y-axis represents No. of
respondents.
Inference:
The above analysis depicts that the majority of customers feel that the
Conclusion:
The firm should take certain necessary steps to give even better providing
information in the Website than the existing one to completely wipe out the
73
13. DO YOU NEED TECHNICAL IMPROVEMENT TO PRODUCTS
PRODUCTS?
PERCENTAGE ANALYSIS:
This table shows the customer opinion concerning the need of technological
No need 16 32%
Analysis:
40% are feeling that there is fair need in technological improvement, and
Inference:
The above analysis depicts that the majority of customers feel that there is
74
CHART ANALYSIS:
No of respondents
In the above graph, X-axis represents opinion and Y-axis represents No. of
respondents.
Inference:
The above analysis depicts that the majority of customers feel that there is some
Conclusion:
The firm should take certain necessary steps to give better Technology than
the existing one to completely wipe out the dissatisfied customers. However by
75
14. WHICH ADVERTISING MEDIA IS ATTRACTED TO YOU MOST?
PERCENTAGE ANALYSIS:
This table shows the customer opinion concerning the Attracted Advertising
Journals 12 24%
Newsletters 13 26%
Analysis:
28% are Attracted by the B2B Portals & Other famous sites.
Inference:
The above analysis depicts that the majority of customers Attracted by the
76
CHART ANALYSIS:
No of respondents
In the above graph, X-axis represents opinion and Y-axis represents No. of
respondents.
Inference:
The above analysis depicts that the majority of customers Attracted by the
Conclusion:
The firm should take certain necessary steps to attract by the even better
Advertising Media than the existing one to completely wipe out the dissatisfied
77
15. DOES OUR MATERIALS IN OUR HCL INFOSYSTEM LTD BE KEPT
MOST UP-TO-DATE?
PERCENTAGE ANALYSIS:
This table shows the customers who need the Up to date of HCL infosystem
Ltd Products.
WHO NEED
Technology 14 28%
Advertising 18 36%
Testing 9 18%
Storing 2 4%
Packaging 8 16%
Analysis:
78
CHART ANALYSIS:
No of respondents
In the above graph, X-axis represents opinion and Y-axis represents No. of
respondents.
Inference:
The above analysis depicts that the minority of customers only feels that the up-to-
Conclusion:
The firm should take certain necessary steps to give better up-to-date than
the existing one to completely wipe out the dissatisfied customers. However by
giving better up-to-date to products then customers will be satisfied to the hilt.
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SUGGESTIONS
HCL is having large number of channel partners but it is not supporting & taking care
all of them equally which results in increasing discontentment among new channel
partners because its not possible for company to support all of them equally. Company
should take some positive action against it.
Need to expend customer care center as the consumer base of HCL Infosystem is
increasing with tremendously fast pace.
Proper attention should be paid for advertisement planning otherwise it may lead to
problem for dealer as well as for company.
Company should tie up with some event management company to organize various
promotional activities like canopy, Carnival.
Company should make policy for fixed end user price for all dealers so that fair game
will be played & dealer would not to compromise on their margin.
80
QUESTIONNAIRE
Please tick ( ) the appropriate block of your options for the questionnaire
given below
Excellent ( ) Good ( )
Fair ( ) Poor ( )
Excellent ( ) Good ( )
Fair ( ) Poor ( )
Excellent ( ) Good ( )
Fair ( ) Poor ( )
Excellent ( ) Good ( )
Fair ( ) Poor ( )
THE MARKET.
Excellent ( ) Good ( )
Fair ( ) Poor ( )
TO OUR PRODUCTS?
81
Excellent ( ) Good ( )
Fair ( ) Poor ( )
OUR PRODUCTS?
Excellent ( ) Good ( )
Fair ( ) Poor ( )
Reasonable ( ) Low ( )
11. HOW DO YOU RATE OUR DELIVERY ON TIME PERFORMANCE AND OUR
Excellent ( ) Good ( )
Fair ( ) Poor ( )
Excellent ( ) Good ( )
Fair ( ) Poor ( )
Excellent ( ) Good ( )
Fair ( ) Poor ( )
82
14. DOES OUR WEBSITE PROVIDE THE KIND OF INFORMATION THAT YOU
NEED?
Excellent ( ) Good ( )
Fair ( ) Poor ( )
Journals ( ) Newsletters ( )
17. DOES OUR MATERIALS IN OUR HCL INFOSYSTEM LTD BE KEPT MOST
UP-TO-DATE?
Technology ( ) Advertising ( )
Testing ( ) Storing ( )
83
BIBLIOGRAPHY
Reference Books
Business World
Business Today
The Financial Express
The Times of India
The Hindu
Search Engines
www.google.com
www.hclinfosystem.in
www.hcltech.com
84