Customer Satisfaction Original 2

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SUMMER TRANING REPORT ON

CUSTOMER SATISFACTIONFOR

GRACE TOYOTA.

By

Anmol Yadav

In Partial fulfillment for the award of the degree

Under Graduate Degree in Management(2011-14)

Amity University, Haryana


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Name : Anmol Yadav

Form No. : 1359867

Course : BBA

Address for : Grace Toyota, 39Correspondence milestone,sec 35,

NHS, Gurgaon.

Contact no. : 8800620408

Project On : Customer satisfaction

Table of Contents


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Acknowledgement................................................................................................

Title of the project

1. Introduction to automobile industry52.

Evolution in automobile industry.9

3. Key players in automobile industry.114. Toyota.... 145. Vision and mission186. Organizational logo...197. Grace Toyota.208. Customer satisfaction219. Objective of the study...2510.Research methodology..26

11.

Data collection...2712.Data analysis and interpretation..2813.Satisfaction level...3715. References .38

16. Findings .....3917. Suggestions.....4118. Questionnaire.....42


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ACKNOWLEDGEMENT

My Synopsis Report preparation schedule has been an excellent learning

experience. I feel it of utmost importance to acknowledge the contribution of my

guide without her support and guidance this research would not have been

possible.

I am indebted to Ms. Dimple Tomar, working with Grace Toyota as Head

Customer Relations for showing me right direction in the course of the project. I

am also thankful to her for finding time from her tight schedule and helping me in

various stages of the project right from arranging data to doing data analysis.


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ProjectTitle

Customer satisfaction in Grace Toyota


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Introduction to Automobile industry.

The automobiles sector is divided into four segments two-wheelers, passenger

vehicles, commercial vehicles, and three wheelers

Indian market before independence was seen as a market for imported vehicleswhile assembling of cars manufactured by General Motors and other brands wasthe order of the day. Indian automobile industry mainly focused on servicing,dealership, financing and maintenance of vehicles. Later only after a decade fromindependence manufacturing started. India's Transportation requirements were met

by Indian Railways playing an important role till the 1950's. Since independencethe of passenger cars was limited to 40,000 yearly. Even the production was

confined to three main manufacturers Hindustan Motors, Premier Automobilesand Standard Indian automobile industry faced several challenges and road blockslike manufacturing capability was restricted by the rule of license and could not beincreased but still it lead to growth and success it has achieved today.

The world standings for the Indian automobile sector, as per the Confederation ofIndian Industry, are as follows: Largest three-wheeler market Second largest two-wheeler market

Tenth largest passenger car market Fourth largest tractor market Fifth largest commercial vehicle market Fifth largest bus and truck segment

The Indian Automobile industry includes two-wheelers, trucks, cars, buses andthree-wheelers which play a crucial role in growth of the Indian economy. Indiahas emerged as Asia's fourth largest exporter of automobiles, behind Japan, South

Korea and Thailand. The country is expected to top the world in car volumes withapproximately 611 million vehicles on the nation's roads by 2050.The Economic

progress of this industry is indicated by the amount of goods and services producedwhich give the capacity for transportation and boost the sale of vehicles. There is ahuge increase in automobile production with a catalyst effect by indirectlyincreasing the demand for a number of raw materials like steel, rubber, plastics,glass, paint, electronics and services.


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The share of Automobile industry in the last decade in the Indian economy wasaround 5% of GDP. The Indian Automobile industry became the seventh largest in

the world with an annual production of over2.6 million units in 2009.

According to the research of Society of Indian Automobile Manufacturers (SIAM),the overall vehicle sales grew by 30 % in May 2010 to 1,208,851 units, and 8

percent over the previous month of April 2010. Two wheeler sales rose 29 %, withmotorcycle sales increasing 26% to 725,311 units, and scooter sales rising% to157,509 units in May 2010. Commercial vehicle sales rose 58 % in May 2010. The

medium and heavy commercial vehicle (M&HCV) segment grew to 33.5 % at245,058 units and total commercial vehicle (CV) sales went up to 38.3 % to531,395 units in 2009-10. At an estimated 25 % growth, the M&HCV segmentwould be about 306,000 units; total CV sales would be about 664,000 units in2010-11. Mahindra and Mahindra (M&M) is the world's number one tractor


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company by selling a record of 1.59 lakh tractors in 2009 surpassing John Deere ofthe US.

Top & Major Manufacturers in Automobil e I ndustry

Maruti Udyog Ltd. General Motors India Ford India Ltd. Eicher Motors Bajaj Auto Daewoo Motors India Hero Motors Hindustan Motors Hyundai Motor India Ltd.

Royal Enfield Motors Telco TVS Motors DC Designs Swaraj Mazda Ltd


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ACHIEVEMENTS

The development story of the Indian automobile industry cannot be completewithout mentioning the Pioneer Mr. J.R.D Tata's role in setting up the Tata groupwith high standard Engineering Research Centre (ERC) in 1965 to facilitatetechnological advancement. Pioneering the indigenization of scientific knowledgefor trucks in collaboration with Mercedes Benze and launched Maruti 800 in theyear 1983 which changed the dynamics of the passenger car sector in India. It wasalso known as the people's car. 60% of the Indian commercial vehicle market isdominated by Tata Motors.

The first automobile was launched in India in the year 1897 in Bombay. Today India is being recognized as a potential emerging auto market. The industry adds up foreign players to their investments.

80% of the segment size is contributed by two-wheelers & motorcycles. Indian passenger vehicle market is dominated by cars (79%) unlike the

USA. India is the largest three-wheeler & two-wheeler market in the world. It is

second largest tractor manufacturer in the world, fifth largest commercialvehicle manufacturer in the world.

India crossed the 1 million mark as the fourth largest car market in Asiarecently.

The industry is expected to grow to US$ 40 billion by 2015 from the currentlevel of US$ 7 billion in 2008. By the year 2016 the industry is expected to

contribute 10% of the nation's GDP. Very recently history has been created in the world of Automobile Industry

by Ratan Tata, Chairman (Tata Motors) by launching the world's cheapestcar NANO. The price of the car was around one lakh which gained instantrecognition in the automobile industry across the globe. It heralded thecoming to age of the Indian Automobile Industry.

India is the second Largest Producer of Motorcycles in the world (5.2 Mln)after China which has a production volume of 12 Mln.


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EVOLUTION IN AUTOMOBILE INDUSTRY:

It was in 1898 that the first motorcar rode down Indias roads. From then till theFirst World War, about 4,000 cars were directly imported to India from foreignmanufacturers.The growing demand for these cars established the inherent requirements of theIndian market that these merchants were quick to pounce upon.91The HindustanMotors (HM) was set up in 1942 and in 1944; Premier Automobile (PAL) wasestablished to manufacture automobiles in India. However, it was PAL who

produced the first car in India in 1946, as HM concentrated on auto componentsand could produce their first car only in 1949.It was left to another company,Mahindra and Mahindra (M&M) to manufacture sturdier utility vehicles, namelythe American Jeep. In the 50s, the Government of India granted approval to only 7Car dealers to operate in India - HM, API, ALL, SMPIL, PAL, M&M and Telco.

The protectionist policies continued to remain in place. The 60s witnessed theestablishment of the two-three-wheeler industry in India and in the 70s, thingsremained much the same. Since the 80s, the Indian car Industry has seen a majorresurgence with the opening up of Indian shores to foreign Manufacturers andcollaborators. The 90s have become the melting point for the car industry in India.The consumer is king. He is being constantly wooed by both the Indian and foreignmanufacturers. Though sales had taken a dip in the first few months of 1999, it is

back to boom time. New models like Marutis Classic, Alto, Station Wagon, andFords Ikon, the new look Mitsubishi Lancer are all beinglaunched with an Eye onthe emerging market. In these last years of the millennium, Suffice it is to say thatIndian cars will only grow from strength to Strength.

The majority of India's car manufacturing industry is based around three clusters inthe south, west and north. The southern cluster consisting of Chennai is the biggestwith 35% of the revenue share. The western hub nearMumbai and Pune contributes to 33% of the market and the northern clusteraround the National Capital Region contributes 32%.


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Exports:

India's automobile exports have grown consistently and reached $4.5 billion in2010, with United Kingdom being India's largest export market followed by Italy,Germany, Netherlands and South Africa. India's automobile exports are expectedto cross $12 billion by 2014. In recent years, India has emerged as a leading centerfor the manufacture of small cars.

Top 20 export destinations in 20011-2012 and growth from previous year

Rank Country2011-2012 (in

USD Millions)

2010-2011 (in

USD Millions)

Percentage

Growth

1 USA 593.64 525.24 -11.52

2 Italy 332.35 359.68 8.22

3 Sri Lanka 249.14 216.11 -13.264 South Africa 224.93 188.57 -15.79

5 UK 165.57 246.32 48.77

6 UAE 164.44 192.74 17.21

7 Algeria 147.34 265.63 80.28

8 Bangladesh 137.26 164.86 20.11

9 Egypt 134.43 143.54 5.99

10 Germany 133.52 409.63 206.8

11 Colombia 118.88 120.71 1.54

12 Nepal 111.33 98.13 -11.8613 Mexico 93.80 94.10 0.32

14 Turkey 83.53 73.82 -11.63

15 Spain 81.01 56.96 -29.69

16 France 76.77 134.21 74.83

17 Nigeria 66.01 148.74 125.03

18 Greece 65.75 127.63 94.1

19 Netherland 65.19 163.66 151.05

20 Ghana 59.91 38.30 -36.07


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Key players in automobile industry

The top players in the Indian automobile industry have played a key role in thegrowth and development of the automobile industry in India. Companies like BajajAuto, Hindustan Motors and TVS Motors, with their ever expansive car dealingnetworks, promotional, convenient customer care services, have marked India

among the leading automobile industries

1. Tata motors.Tata Motors is the largest automobile company of Asia headquartered inMumbai, India. Annual Projected revenue for 2010-11 is US$ 27.629

billion. It also occupies the number one position in commercial car segment.Tata Motors enjoys 31.2% of market share in the multi-utility vehicles,which in luxury car segment, it has 6.4% market share. Most of the TataMotors' vehicles are sold predominantly in India and over 4 million vehicleshave been produced domestically within India.

Tata sold 52,531 units of vehicles during September 2011, comparing to49,647 units during September 2010 (a growth of 6%). In domestic market,Tata Motors sold 49,650 units during the same period, comparing to 45,234units in September 2010.

2. Maruti Suzuki India limited.Maruti Suzuki India is an undisputed leader in the Indian automobileindustry. Started its journey in February 1981 as Maruti Udyog Limited, the

company created history in the Indian automobile market with its hugelypopular four-wheeler model Maruti 800. The company became the firstIndian automobile company to manufacture one million vehicles in 1994.The company became Maruti Suzuki India Limited on September 17, 2007.

Maruti's average revenue for the year ending 2011-12 is US$7.13 billion.Maruti sold 83,306 units of vehicles in September 2009, comparing to


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71,000 units in the same month in the previous year (with a growth rate of17.3%). It also exported 11,712 units during September 2012, comparing to6,318 units in the same month in the previous year (with a growth rate of85.4%).

3. Hyundai motor India limited.Hyundai Motor India Limited, founded in 1998 and a subsidiary of Koreanauto giant Hyundai Motor Company, is the second largest car manufacturerin India. It is also country's largest passenger car exporter. Hyundai Motorcame very close to the hearts of the Indian auto lovers through its flagshipmodel Santro.

After the recession, Hyundai Motor saw a growth rate of 25% in thedomestic market. During September 2012, HMIL sold 53,804 units,comparing to 46,218 units during September 2011. In the domestic market,it sold 27,803 units in September 2009, comparing to 22,311 duringSeptember 2008. The overseas sales during the same period also grew up 9%as it sold 26,001 units in September 2012, comparing to 23,907 units duringthe same month in the previous year.

4. Mahindra and Mahindra limited.Mahindra &Mahindra Limited is another auto-giant in India. A part of theMahindra Group, M&M is the largest SUV maker in the country. InSeptember 2012, M&M registered a domestic sale of record 26,921 units,comparing to 22,729 units in September 2008 (with an increase of 18.4%).On the other hand, it sold 15,296 units of UV in the same period comparingto 10,641 units in September 2008 (with a whooping growth of 43.7%).

5. General motorsIndia pvt. Ltd.General Motors India Private Limited is another top player in Indianautomobile industry. A wholly-owned subsidiary of the auto giant General

Motors, GM India saw a Y-o-Y sales growth of 49% in September 2011with a sale of 7,654 units, comparing to 5,154 units in September 2010.

6. Bajaj AutoBajaj Auto is the second largest two-wheeler manufacturer in India. It is alsothe fourth largest two and three-wheeler maker in the world. In September2009, Bajaj Auto sold 249,795 units of two-wheelers, comparing to 218,494


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units in September 2011 (with a growth rate of 14.3%). During September2012, it also registered a growth of 12.4% in the domestic two-wheeler salesand 19.9% in two-wheeler export.

7. Honda Siel Cars India Limited (HSCI)Honda Siel Cars India Limited, a joint venture between the Japanese autogiant Honda Motor Company Limited and the Indian company Siel Limited,started its operation in December 1995. In September 2012, HSCI sold 5,794units, comparing to 3,104 units in September 2011 (with a growth rate of86.7%).

8. Toyota Kirloskar Motor Private Limited (TKM)Toyota Kirloskar Motor Private Limited is another top Indian automobilecompany. A joint venture between the Japanese auto giant Toyota Motor

Corporation and Kirloskar Group, TKM has a number of car modelsincluding Innova, Corolla, Fortuner, Camry and the Land Cruiser Prado. Itsold 7,657 units in December 2012.

9. Hindustan MotorsHindustan Motors is another top automobile company in India. It was oncecountry's largest car manufacturer before Maruti Udyog overpowered it. Its

popular model 'Ambassador' has been extensively used as governmentlimousine as well as taxi cab in India.

Market share of Indian car companies


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Toyota

Introduction

Being the most powerful car maker in the world, Toyota holds many number one

titles: No. 1 sales worldwide, No. 1 sales in Japan, bestselling car in the world

(Corolla), bestselling car in USA (Camry), most factories all over the world, the

widest range of vehicles, highest profitability.

Toyota is a typical example of how Japanese industry succeeded. Although it is

often conservative in design and not very creative in bringing new ideas, its special

attention to build quality and reliability wins customer confidence gradually. Its

emphasis on technology development and production efficiency results in up-to-

date products and good value for money. That's why its cars capture a lot of brains

if not hearts. Nevertheless, in recent years Toyota starts getting more creative no

matter in design and technology. Examples are Pruis and iQ. Hopefully it will be

even stronger in the future.

Toyota does not have many brands and subsidiaries. Most cars are sold under its

own brand, while Daihatsu takes care of mini cars (especially Kei-cars) and Lexus

concentrates on premium and luxury cars. Scion is a youthful brand created by its

US marketing division and is still rather insignificant. Heavy trucks and

commercial vehicles are produced by its subsidiary Hino. Toyota did not invest

into foreign marquees, as it believes more in its own effort.


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Brief history:

Kiichiro Toyoda was born in a family of industrialist. His father Sakichi Toyoda

got rich by inventing automatic loom and established Toyoda Automatic Loom

Works. In the late 1920s, motor cars were scarce in Japan, but Kiichiro believed it

would be a big business in the future, so he devoted all his energy into researching

cars as well as visiting car factories in the United States and Europe. Having

opened a motor car division in his family business, he developed the first car, AA,

in 1936, with styling copied from Chrysler Airflow and a straight-six engine

copied from Chevrolet. A year later, the car division spun off from the automatic

loom company and becomes Toyota Motor Co. Ltd.

Eiji Toyoda, the cousin of Kiichiro, took over the managing post of the company.

Under his leadership, Toyota improved its production system upon American

system. The so-called "Toyota Production System" encouraged workers at every

stage to suggest for improvement. Faults are fixed at each stage to prevent from

costly rework at the final quality check. This improved quality as well as overall

efficiency. Besides, the Toyota system introduced "just-in-time" parts delivery to

the supply chain so to eliminate the need of large warehouses for storing completed

parts. This saved costs and reduced risks of oversupply.

Apart from production process, Toyota also devoted high percentage of its

earnings into the latest production equipment in order to raise efficiency. In the

product side, it concentrated on developing small and medium cars in order to

avoid direct competition with the dominating American large cars. These works

paid off in the late 1950s when Japanese economy took off. From 1955 to 1965,

Toyota's output rocketed from 8,400 to 600,000 cars ! During this period, notable

models include the 1955 Crown (first car developed entirely by itself), the 1964Corona (first successful export to USA) and the 1966 Corolla (Toyota's best seller

in Japan and worldwide). Like other Japanese cars, Toyota cars were renowned for

good value for money, offering competitive performance and features at lower

prices than their Western rivals. Their frequent updates - around 4 years each


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generation - kept them fresh in the eyes of consumers.

The domestic factories in Toyota City reached their peak in 1990, with over 4

million cars produced that year. However, this export-driven economy cannot last

forever. Protectionism rose in the United States as well as in Europe. Toyotarelieved such pressure by moving the production of its Camry to USA and Carina

to UK so that local people would feel comfortable with these cars. Production

localization also allowed it to tailor-make its cars to suit the taste of different

markets. In addition to its superior quality control and fuel economy, no wonder

Camry could become America's bestselling car since 1997, beating its Detroit

rivals in their home soil.

Another problem Toyota faced from the late 1980s was the rising yen and labor

costs which made its cars less bargain, especially against Korean cars. TheJapanese giant dealt with this problem by moving production overseas on the one

hand and moving its cars up market on the other hand.

However, following the burst of "bubble economy", Japan went into a decade-long

recession. Inevitably, Toyota had its domestic sales suffered, but fortunately its

overseas business continued growing. Entering 2000s, it resumed rapid growth and

overtook General Motors as the world's bestselling car maker in 2007 (although in

terms of profitability it had been the world's No. 1 much earlier).


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Five Main Principles of Toyota

Always be faithful to your duties, thereby contributing to the Company and

to the overall good.

Always be studious and creative, striving to stay ahead of the times.

Always be practical and avoid frivolousness.

Strive to build a homelike atmosphere at work that is warm and friendly.

Always have respect for spiritual matters, and remember to be grateful at all

times.

Business results:

Production results:FY 2010

(April 2009 to

March 2010)

FY 2011

(April 2010 to

March 2011)

FY 2012

(April 2011 to

March 2012)

Vehicles

Japan 3,721,000 3,940,000 3,956,000

Overseas 3,448,000 3,495,000 2,853,000

Total 7,169,000 7,435,000 6,809,000Homes 4,727 5,014 5,351

Unit = 1

Sales results:FY 2010

(April 2009 to

March 2010)

FY 2011

(April 2010 to

March 2011)

FY 2012

(April 2011 to

March 2012)

VehiclesJapan 1,870,000 1,913,000 2,070,000

Overseas 5,182,000 5,395,000 5,281,000Total 7,052,000 7,308,000 7,351,000

Homes 5,281 5,157 5,699

Unit = 1


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VISION AND MISSION:

TO BULID TOYOTA AS A GLOBALLY TRUSTED BRAND


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COMPANY LOGO


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Grace Toyota

Grace Toyota has had a long association with Toyota in India.

Grace Toyota boasts of a state-of-art showroom providing a one-stop destinationfor automobile solutions. Grace Toyota is a 'Perfect Blend of expertise and

perfection'. It is an automobile dealer facility with a vision and focus to providecustomer satisfaction by understanding their needs so that it can provideappropriate solutions. The concept behind the facility was to build Delhi-NCR afinest dealership as per Toyota norms.

Grace Toyota is promoted and managed by an experienced and dedicated coreteam. The automobile industry is continuously evolving and in recent times haschanged a great deal. At Grace Toyota, it is a continuous process to strive to keep

the pace with new initiatives and believe in investing in the latest technology. Thisis recognized as an integral part of the dealerships work culture. At the same time,importance is given to providing a personal touch in all the services to measure upto the exact demands of its Valued Customers.


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Customer satisfaction

Customer satisfaction, a term frequently used in marketing, is a measure of howproducts and services supplied by a company meet or surpass customerexpectation.

Customer satisfaction is defined as "the number of customers, or percentage oftotal customers, whose reported experience with a firm, its products, or its services(ratings) exceeds specified satisfaction goals." In a survey of nearly 200 seniormarketing managers, 71 percent responded that they found a customer satisfactionmetric very useful in managing and monitoring their businesses.

Customer satisfaction means money!

The lifetime value of a supermarket customer is estimated at $250,000

IBM in Rochester, Minn., calculates that 1 percent increase in customersatisfaction is worth $257 million in additional revenue over five years.

Marriott found that each percentage point increased in the customer-widesatisfaction measure of intent-to-return was worth some $50 million inrevenues.

A study in the Harvard Business Review showed that just a 5 percent

increase in customer retention boosts profits by 25 percent to 125 percent.

Winners of the Malcolm Baldrige National Quality Award ( heavily orientedtoward customer satisfaction) outperform the Standard & Poor's 500-stockindex by 3:1 in ROI

Sears, Roebuck operates on a financial model which shows that a 5 pointimprovement in employee attitudes will drive a 1.3 point improvement incustomer satisfaction, which in turn will drive a 0.5 percent improvement in

revenue growth. The model also established that 4 percent improvement incustomer satisfaction translates into more than $200 million in additionalrevenues.


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Customer dissatisfaction:

The average business loses 10-30% of its customers each year (withoutknowing which, when or why lost).

Its more costly to win a new customer than to lose an existing one (5-7times greater); it takes 12 positive incidents to make up for a negative one.

Customers are three times more likely than service providers to recall thequality of the personal element in a transaction.

96% of dissatisfied customers never complain to the business, but 91% willnot make return purchases.

70-85% of dissatisfaction is due to customer service not product; 68% ofcustomers who stop buying do so because they perceive an employee asdiscourteous or indifferent.

Dissatisfied customers on average tell 12 friends of the poor service;satisfied people tell 5 friends (2:1 ratio).

70% will return if complaint is resolved, and 95% of customers would dobusiness again if a problem is resolved quickly and effectively.

Highly effective companies spend 10% of their operations budget on fixingproblems related to customer complaints; ineffective ones spend 40%.

People who complain are generally younger, have higher incomes, are bettereducated, have more experience with the product, are less brand loyal, andmay have higher expectations

For every complaint there are an estimated 25 unnoted complaints.

75% of complaints reported to front line person do not get reported tomanagement.

Only 20% of complaints are directed to the manager by customers


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800# doubles calls to corporate, but only 1 per 100/500 get addressed by asenior executive.

Quick resolution results in higher satisfaction & loyalty than multiplecontacts.

Losing customers is strongly related to employee turnover; Fortunemagazine found that the companies with the happiest employees also

produced the highest returns to shareholders by a substantial margin, 27.5percent vs. 17.3 percent for run-of-the-mill companies.


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Some key points on developing loyalty

Since what was once unexpected/unstated becomes expected/stated, youmust keep innovating.

Performance excellence occurs by design, not default All parts of the organization are part of creating customer loyalty

Reliability: Keeping your promise, doing what you said you will do. Doingthings right the first time.

Assurance: Making the customer feel safe in their dealings with you, being

thoroughly professional and ethical.

Tangibles: How the product/service looks to the client, the appearance ofpersonnel and equipment, etc.

Empathy: The degree to which the organization and service personnelunderstand the individual client and their needs, the ability to adapt theservice to each client, the willingness to 'go the extra' for the client.

Responsiveness: The availability, accessibility and timeliness of the service.The ability to respond to enquiries and complaints in a timely fashion.


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Objective of the study

To analyze the factors affecting customer satisfaction.

To understand the customer expectation.

To study the problems faced by the customer.


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Research methodology:

1. RESEARCHa) Type of research - Two types of research has been done for this project.

First: Qualitative interviews through one to one discussions with theCustomers.

Second: Quantitative interviews with internal customers.

b) Sampling technique Simple sampling technique has been used for

collecting data from hundred no. of customers in each questionnaire.

c) Sample size - There were two Questionnaires for quantitative interview with

customers walking in for vehicle delivery and service. And eachquestionnaire was having a sample size of 8 questions.

d) Sample description - The survey on customers was done on two types of

samples.

Firstly, those customers who are visiting for vehicle service.

Secondly, those customers who are visiting for vehicle delivery.


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Data Collection

a) Instrument used - Structured questionnaire paper/pencil based has been used

as the instrumentation technique for collection of data.

b) Collection of dataData has been collected from the samples through faceto face interviews.


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DATA ANALYSIS AND INTERPRETATION.

For every question, please rate out of 10.

Rating scale:1-3: very dissatisfied4-5: dissatisfied6-7: neutral8-9: satisfied10: very satisfied

For Service:

Q1. Ease of arranging service visit & Flexibility to accommodate your schedule?

[Appointment as per your desired date and time].


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Q2. Service Advisor overall Behavior: Greetings, Helpfulness at Receiving time &Delivery time, courtesy, friendliness, responsiveness & thoroughness ofexplanation of Service Advisor.

Q3. Dealership Facility Feedback: Ease of driving in & out of facility, area,Convenience of Dealership location, Cleanliness of dealership & Comfort ofwaiting.


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Q4. Fairness of the charges [Was the Final amount charged at the time of deliveryClose to the initial estimate at the time of reception?]

Q5. Total time required to service your vehicle [Dealer took Appropriate Time]


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Q6. Thoroughness of maintenance/repair work performed [Was themaintenance/repair done as per your request?]

Q7. Condition/ cleanliness of vehicle on return [Was the vehicle cleaning done asPer your request?]


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Q8. Please rate your overall service experience.


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For Sale:

Q1. Was the vehicle delivered to you on the date promised by dealership?

Q2. On the day of delivery, how much time it took from the Time you arrived atthe dealership, till you drove out with new car?


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Q3. How would you rate your experience on the day of delivery?

Q4. How would you rate courtesy & friendliness provided to you at the dealership?


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Q5. How would you rate the overall experience of the dealership?

Q6. How would you rate the explanation of vehicle features by the sales person?


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Q7. Would you recommend this dealership to a friend or a relative?

Q8. TOP 5 Concerns as per customer ratings.


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Satisfaction level:

In case of service of vehicle, the customers were satisfied to varying levels invarying aspects. But on an average 80.25% of customers were highly satisfied withthe overall facilities provided and timing of service.

In case of sales too varying levels of satisfaction were observed among customers.On an average 78% of customers were highly satisfied.


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References:

The websites where I gathered the information from are:

1. Scholar.com

2. Google.com

3. Wikipedia.org

4. Slideshare.com

5. Yahoo.in

6. Winsteps.com

7. Gracetoyota.in

8. Toyota.com

9. Globetechhub.com


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Findings

Service:

4% could not get service as per their schedule/choice, while 79% could andremaining was neutral.

Only 2% customers were not satisfied with the location of the dealership,cleanliness, convenience and facility, while 83% were.

All the customers were satisfied with the behavior and approach of salesadvisor.

2% not satisfied with the fairness of charges, 78% were highly satisfied.

2% not happy with the service time taken, 78% were highly satisfied.

5% not satisfied with the thoroughness of maintenance, but 80% werehighly satisfied.

10% not satisfied with the cleanliness of vehicle, 76% were highly satisfied.

3% not satisfied with overall experience, 91% were highly satisfied.

Sales:

97% of the customers got their vehicle delivered as on the promised date.

87% customers had their vehicles delivered in less than 60 minutes.

89% of customers felt, they had good experience on the day of vehicledelivery.

91% customers felt that the SO was friendly.


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90% said that they had an overall good experience.

84% felt that the vehicle feature explanation done by the SO was sufficient.

94% said that they would strongly recommend this dealership to a friend or arelative.

All the customers satisfied with the behavior and approach of SO.


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Suggestions:

A better communication channel should be set up, so that with minimumeffort, the customer can be served best.

Customerfirst,priority should be the main aim, as it leaves an impressionon customer.

The customer should not be kept waiting, it leaves a bad impression oncustomer.

Before the delivery of the vehicle the customer should be called in advanceand confirmed about his arriving time, so that the SO can ready beforehand.

The customer should be well informed about the documents he isresponsible for (DO), so that the vehicle delivery does not get late or

postponed.

The customer should be well informed about the charges, as later he shouldnot feel cheated while charging for service.

The SO should be friendly and should explain to the customer about thevehicle as per his comfort.


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Questionnaire :( service)

NAME................................................................

ADDRESS:.................................................................................................................

..................................................................................PHONE: (R)................................ (M)....................................

GENDER: 1. MALE 2. FEMALE

EDUCATIONAL

QUALIFICATION:.......................................................................

Please rate out of 10:Rating scale:1-3: very dissatisfied4-5: dissatisfied

6-7: neutral8-9: satisfied10: very satisfied

Q1. Ease of arranging service visit & Flexibility to accommodate your schedule?[Appointment as per your desired date and time].

Q2. Service Advisor overall Behavior: Greetings, Helpfulness at Receiving time &Delivery time, courtesy, friendliness, Responsiveness & Thoroughness of

Explanation of Service Advisor.

Q3.Dealership Facility Feedback: Ease of driving in & out of facility,Convenience of Dealership location, Cleanliness of dealership & Comfort ofWaiting area.

Q4. Fairness of the charges [Was the Final amount charged at the time of deliveryClose to the initial estimate at the time of reception?]

Q5. Total time required to service your vehicle [Dealer took Appropriate Time].

Q6. Thoroughness of maintenance/repair work performed [Was theMaintenance/Repair done as per your request?]

Q7. Condition/ cleanliness of vehicle on return [Was the vehicle cleaning done asPer your request?]


44/44

Q8. Please rate your overall service experience.

Questionnaire (Sales):

Q1. Was the vehicle delivered to you on the date promised by dealership?

Q2. On the day of delivery, how much time it took from the time you arrivedat the dealership, till you drove out with your new car.

Q3. How would you rate your experience on the day of delivery?

Q4. How would you rate courtesy & friendliness provided to you at the dealership?

Q5. How would you rate the overall experience of the dealership?Q6. How would you rate the explanation of vehicle features by the sales person?

Q7. Would you recommend this dealership to a friend or a relative?

Q8. TOP 5 Concerns? (Please mark 1,2,3,4 and 5 as per your knowledge).C&FDelayed delivery

FABingVehicle readinessAny other

Documents

Customer Satisfaction Original 2