A project Report

on
Customer Satisfaction of Hutsan Dairy

*
Customer satisfaction, a business term, is a measure of how products and services supplied by a company meet or surpass customer expectation. Customer satisfaction is defined as "the number of customers, or percentage of total customers, whose reported experience with a firm, its products, or its services (ratings) exceeds specified satisfaction goals.

It is seen as a key performance indicator within business and is part of the four 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.

*
* Meeting the needs of the customer is the underlying rationale
for the existence of Community service organizations. Customers have a right to quality services that deliver outcomes. that strive beyond minimum standards and exceed the expectations of their customers are likely to be leaders in their sector. are recognized as key partners in shaping service development and assessing quality of service delivery.

* Organizations * Customers

* The process for measuring customer satisfaction and obtaining

feedback on organizational performance are valuable tools for quality and continuous service improvement.

*
* The main purpose and objective for this study is * To know whether the signal is good in their area * To find out if they are satisfied and aware of the services
and offers provided

* To recommend measures for improving

the product

*
* Mr.
R.G CHANDRAMOGAN, one of the Promoters of the Company established a Partnership firm in the year 1970 under the name M/s.CHANDRAMOHAN & CO., for the manufacture and sale of Ice Creams and Milk and Dairy based Products . The facilities were set up at Madras. The business grew rapidly and the Firm's turnover increased from Rs.1.00 lakh in 1970 to Rs.29.52 lakhs in the year 1986. * M/s. Hatsun Foods Private Limited was incorporated on 4th March 1986. On 01.04.86 the Company was admitted as a Partner in M/s. CHANDRAMOHAN & CO. In terms of Deed of * Dissolution dt.30.04.1986 M/s. CHANDRAMOHAN & CO. was dissolved and all the assets and liabilities of the Firm (except the Brand Name ARUN vested with the Company. The * Brand Name ARUN vested with Mr. R.G. CHANDRAMOGAN. * In 1987, Mr. R.G. CHANDRAMOGAN allowed the Company to register the Brand Name ARUN, in the name of the Company subject to a payment of 1% Royalty on the Company's Gross Ice Cream Sales Turnover. The Company has not paid any other consideration for the brand.

Till April '95 (04.04.95) the Company was carrying on its manufacturing activities. The Company scrapped its manufacturing facilities at its Tolgate Unit, since the * facilities became old and outlived its utilities The Company is now concentrating only on marketing of Ice Creamand Milk and Dairy based products under the brand name ARUN * The Company has changed its Name to HATSUN MILK FOOD PRIVATE LIMITED and Certificate to this effect was obtained from the Registrar of Companies, Tamil Nadu, Madras on 07.08.95 and subsequently converted into Public Limited Company by passing Special Resolution in Extra Ordinary General Meeting held on 09.08.95 and Certificate to that effect has been issued on 11th August 1995 by Registrar of Companies, Tamil Nadu. Since it is a Private Limited Company, Converted into Public Limited Company it does not require a Certificate of commencement of Business. * BOARD OF DIRECTORS * The company is managed by the Managing Director, Joint Managing Director and Executive Director - Operations subject to the superintendence, control and direction of the board of directors. * The board of Directors of the company have an optimum combination of executive, Non-Executive and independent directors, which compels with clouse 49 of the listing requirements as well. The entire board of the company is involved in selection, Orientation and succession of directors.

*
1. What is the family size? a. 2 b. 3 c. 4 d. 5 e. 6 and above 2. What is the present occupation? A. Business b. Employed c. self employed d. Professional e. others 3. What is the income group. a. <5000 b. 5000-1000 c. 10000-20000 d.>20000 e. No comments 4. Source of purchase a.Dept. Stores b. Provisional Stores c. Milk Booth d. Cycle vendor e. Delivery boy 5. What brand of milk you buy? a. Hutsan b. Arokya c. Akshaya d. others 6. Quantity in liters? a. b. c. 1 d. 2-3 e. a & above 7. How long are you purchasing the existing brand? a.1 Month b. 3 Months c. 6 Months d. 1 year e.>1 year 8. Availability of milk a. Limited time b. Morning only c. Evening Only d. Throughout the day e. Round the clock 9. What influences you to buy this brand? a. Brand b. Price c. Taste d. Thickness e. Package f. Availability g. advertisement

*
10. Do you know about YES 11. Do you know about YES 12. Do you know about YES 13. Do you know about YES 14. Where do you buy?
a. Dept. Stores

vitamin A addition in Hutsan milk and its importance? NO milk card system? NO can milk sales? NO adulterants in milk? NO
c. Milk parlor d. Street vendor

b. Provisional Stores

e. Others 15. Are you aware of Hutsan brand milk products? YES NO 16. Is the Hutsan milk products are available as and when required by you? YES NO 17. How do you grade the service of Hutsan brand milk products? a. Good b. satisfactory c. Fair d. Poor 18. Have you come across Hutsan advertisement? a. Television b. Handbills c. News paper d. Railway Station e. Sign Boards f. Others