Vous êtes sur la page 1sur 62

“M.S.

P MANDALS”
DEOGIRI COLLEGE
AURANGABAD

PROJECT REPORT ON

“To study the customer perception of the First
Citizen Citibank Credit Card”
For Shoppers Stop Ltd
SUBMITTED BY:
MR. SAURABH VILAS KHANDELWAL
MR PRABJYOT SINGH SUKHBHIR SINGH KHANNA
MISS. PALAK DEVEN KASLIWAL
GUIDED BY
SNEHA SHRIWASTAVA

PRINCIPAL
MAJOR JADHAV SIR

2014-15

SUBMITED TO
Dr. BABASAHEB AMBEDKAR MARATHWADA UNIVERSITY,
AURANGABAD.

INDEX
Chapter
No.

Chapter Name

Page No.

1

Introduction

3

2

Industry Profile

5

3

Company Profile

8

4

Product Profile

10

5

Objective of Study

12

6

Research Methodology

14

(i) Primary Data

15

(ii) Secondary Data

15

(iii) Sampling

15

(iv) Scope of the study

16

(v) Limitations of the study

18

7

Theoretical Background of the study

20

8

Data Analysis and Interpretation

23

9.

Findings

45

10.

Recommendations

48

11.

Conclusion

51

12.

Bibliography

53

Annexure

55

2|Page

INTRODUCTION

INTRODUCTION
Retailing consists of all the activities involved in selling goods and services to
consumers for their personal, family or household use. It covers sales of goods ranging from
automobiles to apparel and food products and services ranging from hair cutting to air travel
3|Page

It is defined as two or more companies going for strategic alliance in marketing an offer to the target audience. etc.and computer education. have to invest huge amount that can be significantly reduced by effective utilization of Co-branding. Knowledge attains maturity and perfection through application in practical field. result is more efficient and effective utilization of available resources. personnel. The detail mentioned in these report are based on real situation. marketing. Application of Management Principles in all branches whether product. This report has been compiled firstly in partial fulfillment of the requirement for MBA. companies. secondary to share the practical knowledge and experience gained as result of continued association with company’s marketing branch. Sales of goods to intermediaries who resell or sales to manufacturers are not considered a Retail Activity. finance. 4|Page . Co-Branding is done when two or more well-known brands are combined in an offer. In an era of globalization. liberalization and intense competition to give a distinct identification to their brands.

INDUSTRY PROFILE Industry Profile 5|Page .

Organized Retailing in South Asian Countries Type Of Retailing Malaysia Thailand Philippines Indonesia South Korea China India Organized Retailing 50% 40% 35% 25% 15% 20% 2% Unorganized Retailing 50% 60% 65% 75% 85% 80% 98% Favorable factors for Retail BOOM:  Indian economy is growing very rapidly. In India.3 billion by 2012. There are some 12 million retail outlets in India. 6|Page . the retail sector is the second largest employer after agriculture. independent and ownermanaged shops. It’s responsible for matching individual demands of the consumers with supplies of all the manufacturers.  India is ranked as the 12th largest economy in the world in 2004 and fourth largest in Purchasing-Power Parity Terms. The proportion of sales through organized retailing is estimated to increase to around 6% by 2012.7 billion and it is expected to reach Rs. 11228.Retailing is defined as the conclusive set of activities or steps used to sell a product or service to consumers for their personal or family use. The retailing sector in India is highly fragmented and consists predominantly of small. The retail trade in India in 2001 was worth Rs.19069.

getting these goods to the right time and managing the operations. There is increase in the Purchasing Power available with the people. Over 58 % of the Indian Pop os under the age of 20-30. finances and administration of retail companies.  Youth power is the biggest strength of India. COMPANY PROFILE 7|Page .  Changing demographics and industry structure  Expanding computer technology  Emphasis on lower costs and prices  Emphasis on convenience and service  Focus on productivity  Added experimentation Retail industry provides immense opportunities to entrepreneurs and workforce as salespeople and clerks. the industry also has opportunities for people interested in determining what goods will be sold.

a chain of Retail Stores in India owned by the K. Mumbai. Currently it operates its stores in 8|Page .Raheja Corp was started in 1991 for its first store in Andheri.Company Profile Shoppers Stop.

Bandra. Juhu. an indulgence. taking it to the next level. priority billing and other special benefits. Kandivali. Shoppers Stop is a household name. Chembur. Mumbai (Andheri. Golden Glow PRODUCT PROFILE 9|Page . Silver Edge 3. Today. known for its shopping experience. Jaipur. The members of the First Citizen Program are divided into three types:1. Classic Moments 2. The Member of this Loyalty Program is entitled for the exclusive privileges such as product previews. In its endeavor to make Shoppers Stop a preferred family shopping destination it has come up with a Loyalty Program in the form of First Citizen Program Membership. has redefined retail in India. Gurgaon and Kolkata. Lucknow. Pune.Bangalore. From being just the sale of goods to consumers. the company has created a unique aura around retail and turned it into an experience. Malad. Delhi. Hyderabad. Shoppers Stop Ltd. and Mulund). Chennai. Ghaziabad.

Product Profile The First Citizen Citibank Credit Card 10 | P a g e .

the members can enjoy the various levels of Classic Moments. The card is further classified as follows:- First Citizen Citibank Credit Card Golden Glow 11 | P a g e Silver Edge . also gives exclusive offers and also keeps you updated with the latest products. schemes and offers. It’s a program that gives reward points every time of shopping. It also provides the facility of exclusive billing counters which allows you to shop more and not spend more time in waiting in the line.The First Citizen program of Shoppers Stop makes the shopping at Shoppers Stop more rewarding for its customers it indeed offers the ultimate shopping experience. The First Citizen Citibank Credit Card is India’s first co-branded card in the retail sector. As a First Citizen Member. Silver Edge and Golden Glow. This card helps one to collect points every time one uses the card to buy merchandise at Shoppers Stop as well as all other outlets. Also one gets automatic entry into the Shoppers Stop loyalty programme.

OBJECTIVE OF THE STUDY Objectives of the study are as follows: 12 | P a g e .

 To find out which are the other Co-Branded cards utilized by the customers.  To find the reasons for the non-usage of the card.  To find that out of the total annual income how much do the customers spend on shopping.  To find whether the current benefits aid the customers in their shopping.  To find out which are the NORMAL credit cards held by the customers and in which level are the credit cards being used. To develop strategies for increasing the usage of the First Citizen Citibank Credit Card  To find out competitive position of Shoppers Stop. 13 | P a g e .  To know which more benefits can be developed to attract customer.

RESEARCH METHODOLOGY Research Methodology: 14 | P a g e .

In this research.As there is no specific sampling design for the Non-Probability sampling hence no thorough sampling design has been used for the research project. 3. With the help of this Questionnaire. Research Methodology used is very simple. This is because according to the sample composition of 1000 people. Data Collection: . Research Design: . 4. Sampling Technique:-The sampling technique used is the Non-Probability Judgement sampling. Sampling Design: . 1. The main characteristics of judgmental sampling are that units or elements in the population are purposively selected. The primary data collected in this project is through the questionnaire prepared for the same. For this project.For the purpose of achieving the objectives of project data collection is an important task.Research Methodology is a way to systematically solve the research problem. Since the process of selection is not based on the random method. exploratory research design is been used to clarify concepts and find out causes of the problem. the customers of the First Citizen Citibank Credit Card were interviewed. 2. SCOPE OF THE STUDY 15 | P a g e . 260 people were approached according to the appointments given them. It is the science of studying how research is done scientifically. a judgment sample is considered to be Non-probability sampling.

Scope of Study: 16 | P a g e .

The recommendations given will help out Shoppers Stop to increase the usage of the First Citizen Citibank Credit Card. The research done helps to find the reasons of why the card is not been used frequently by the customers. 17 | P a g e .The main purpose of this survey was to find out the reasons for which the customers are not using the card and accordingly generate the strategies to increase the usage of the same. A survey of 260 customers who are holding the First Citizen Citibank Credit Card but not swiping at the time of shopping was conducted.

LIMITATIONS 18 | P a g e .

19 | P a g e .  Also. the research was done within the stipulated time i.  The analysis done is as per the information given by the customers and doesn’t include any personal opinions and information.e. 40 days.The Limitations of the project are as follows: The research was done only for the customers holding the First Citizen Citibank Credit Card.

THEORETICAL BACKGROUND 20 | P a g e .

values. service work culture and undoubtedly fierce competition. Philip Kotler defines Co-Branding as “two or more well-known brands combined in an offer”. Brands with varying dimensions of attributes. They adopt many techniques for this. benefits. Brands which are storing in these dimensions command respectable positions in terms if the sales. image. one of these is the CO-BRANDING. 21 | P a g e . etc. culture personality and users have the real power to generate wealth. Ironically in today’s competitive scenario. reputation. It is defined as two or more companies going for strategic alliance in marketing an offer to the target audience. there is a real battle of brands.Theoretical Background Liberalization in India has brought changes in technology. This keeps the marketers on toes to effectively communicate the values their brand possesses. Companies are thinking that this as the golden opportunity to gain mind share and heart share for which they are using various innovative tools and techniques. quality.

Benefits of Co-Branding
Now-a-days companies today are pairing their brands in collaborative marketing
effort to achieve the following benefits:

Many line extensions capitalize on partner’s brand equity.

Co-branding helps usage extension.

Image reinforcement may take place due to co-branding.

Loyalty programs increasingly include co-branding arrangements. The corporations
are sharing the cost of loyalty programs; hence the promotional costs to the
companies are coming down.
It is observed that Co-branding can be done in various combinations between

national brands, individual brands, family brands or with intangible product like service
ensuring synergistic effect and win-win situation for companies, brands and customers.
A study by the American Marketing Association, which investigated consumer’s
approach to Co- branding, had found out that among the target audience when told that
Kodak was introducing a new digital imaging product, 20 % of respondents said that they

DATA ANALYSIS
AND
INTERPRETATION

were likely to buy the product, same was the percentage when Sony had introduced the idea.
But when the product was being jointly produced by Kodak and Sony, the figure rose to 80%.
In an era of globalization, liberalization and intense competition to give a
distinct identification to their brands, companies, have to invest huge amount that can be
significantly reduced by effective utilization of Co-branding.

22 | P a g e

Data Analysis and Interpretation
23 | P a g e

How do the customers get the Card?
Table No: 1
Sr,No
1
2
3
4
5
Total

Parameters
On Friends/Relatives Suggestion
Citibank offered the Card
Online Application
You yourself applied for the Card
Others-Shoppers Stop offered the
card

No. of Customers
7
106
0
10
137

Percentage
2
41
0
4
53

260

100

Graph No: - 1

(Source: Survey)

Interpretation:

According to the above diagram, it’s found that out of the 260 customers were interviewed,
53% of the customers get the card from the Shoppers Stop side and 41% receive the card
from the Citibank’s side. There is no online application done from the customer’s side and
only 4% i.e. only 10 customers of the 260 customers have applied for the card from their
side. Only 7 customers were found who took the card on their friends/relatives suggestion.

24 | P a g e

156 customers are not aware of the benefits of the card. 25 | P a g e .e.How many customers are aware of the benefits of the card? Table No: -2 Classification Yes No Total No. 60% i.e. 104 customers are aware of the benefits of the card.of Customers 104 156 260 Graph No: . 40% i.2 (Source: Survey) Interpretation: Out of 260 customers.

of Customers 248 206 251 246 30 250 158 38 44 223 87 101 252 224 Graph No: .How many of the benefits aid the customers? Table No: . it can be seen that the following benefits are considered as aiding in the shopping: Offers provided at Shoppers Stop 26 | P a g e .3 (Source: Survey) Interpretation: From the above diagram.3 Benefits 1 2 3 4 5 6 7 8 9 10 11 12 13 14 No.

The aided benefits were rated as follows by the customers 27 | P a g e .  Convenient payment of the Card.  Offers on restaurants.  On-Line Bill Payment. Exclusive billing counters  Extra reward points at Shoppers Stop  Regular communication on offers. grocery outlets.  Better interest on outstanding. schemes and discounts  Exclusive shopping festivals  Redemption of reward points Also from the above diagram. it can be seen that the following benefits were found to be unaided in the shopping for the customers: The Emi schemes.

Offers provided at Shoppers Stop Table No: . Exclusive Billing Counters 28 | P a g e .4 Ranks 1 2 3 4 5 No. of Customers 9 12 60 57 122 Graph No:-4 (Source:-Survey) Interpretation: The above diagram shows that the offers provided by Shoppers Stop help the customers a lot in their shopping as most of the customers have rated 5 for the benefit.

of Customers 26 11 16 68 139 Graph No: .Table No:-5 Ranks 1 2 3 4 5 No.5 (Source: Survey) Interpretation: The above diagram shows that the Exclusive Billing Counters provided by Shoppers Stop for the payment of their bills help the customers a lot in their shopping as most of the customers have rated 5 for the benefit. Extra Reward Points 29 | P a g e .

Regular communication on Offers.6 Ranks 1 2 3 4 5 No. Schemes and Discounts 30 | P a g e .6 (Source: Survey) Interpretation: The above diagram shows that the Extra Reward at Shoppers Stop for the payment of their bills help the customers a lot in their shopping as most of the customers have rated 5 for the benefit. of Customers 9 11 94 46 100 Graph No: .Table No: .

of Customers 6 13 122 48 71 Graph No: . so that customers can take the benefits of the offers.7 (Source: Survey) Interpretation: The above diagram shows that the Regular communication done helps the customers in their shopping but the customers want that the communication should be done quite early before the offers or the specific starts.7 Ranks 1 2 3 4 5 No. Exclusive Shopping festivals 31 | P a g e .Table No: .

8 Ranks 1 2 3 4 5 No.Table No: . of Customers 12 18 36 95 94 Graph No: .8 (Source: Survey) Interpretation: The above diagram shows that the Exclusive Shopping Festivals provided by Shoppers Stop add up to the shopping benefits of the customers. Redemption of reward points 32 | P a g e .

9 Ranks 1 2 3 4 5 No. The Unaided Benefits were rated as follows The EMI Schemes 33 | P a g e .9 (Source: Survey) Interpretation: The reward points help the customers in shopping.Table No: . it helps them at the time of payment of the bills this can be seen as 44% of the customers have rated 5 for the benefit. of Customers 5 22 32 89 112 Graph No: .

190 customers out of 260 have rated 1 for the Emi Schemes. Better Interest on Outstanding Table No: .e.10 (Source: Survey) Interpretation: From the above chart. of Customers 152 45 38 18 7 260 .11 34 | P a g e Ranks 1 2 3 4 5 Total No. 10 customers have rated 5 for the benefit. only 4% i.Table No: . it is found that 73% i.10 Ranks 1 2 3 4 5 Total No.e. of Customers 187 22 34 5 12 260 Graph No: .

153 customers have rated 1 for the Better Interest on Outstanding and only 2% i.Graph No: .e. it is found that 59% i. Grocery.e.11 (Source: Survey) Interpretation: From the above chart. etc 35 | P a g e . Offers on Restaurants. only 5 customers have rated 5 for the benefit.

e. of Customers 162 45 37 9 7 260 Graph No: . 62% i. 5 customers have rated 5 for the benefit Online Bill Payment 36 | P a g e .12 (Source: Survey) Interpretation: From the above chart it is found that. and only 2% i.Table No:-12 Ranks 1 2 3 4 5 Total No.e. Grocery. 161 customers have rated 1 for the Offers on Restaurants. etc.

e.Table No:-13 Ranks 1 2 3 4 5 Total No. 119 customers have rated 1 for the benefit and only 7% i. it is found that the 46% i.e. More Benefits needed in the card 37 | P a g e . 18 customers have rated 5 for the benefit. of Customers 117 59 38 28 18 260 Graph No:-13 (Source: Survey) Interpretation: From the above chart.

No 1 2 3 4 5 6 7 8 9 Benefits More Reward points Drop Box facilities Cash back Offer Bonus Points offer Offers in Grocery.etc Free Gifts Exchange days Gift vouchers Payment Online Out of 260 137 116 162 138 70 85 87 184 14 Percentage 53 45 62 53 27 33 33 71 5 Graph No:-14 (Source: Survey) Where else do the customers Shop? 38 | P a g e .Table No:-14 Sr.

Cards used in Shopping Table No: . of Customers 68 62 23 29 13 16 49 0 260 Percentage 26 24 9 11 5 6 19 0 100 Graph No: .16 39 | P a g e .No 1 2 3 4 5 6 7 Total Shopping Malls Pantaloons Big Bazaar Globus Food Bazaar Westside Provogue Lifestyle Others No. and Lifestyle (19%) and also others are in Globus (9%) and also Food Bazaar (11%).15 (Source: Survey) Interpretation: From the above chart the following can be interpreted:Major shopping is done by the customers in Pantaloons (26%).Table No: . Big Bazaar (24%).15 Sr.

Competitors % No.16 (Source: Survey) Interpretation: From the above table. Normal Credit Cards used in Shopping Table No:-17 40 | P a g e Credit Cards %age No.of customers Big Bazaar Card Lifestyle SBI Card Pantaloons Globus Westside Total 36 24 18 19 3 100 94 62 49 50 5 260 Graph No: . followed by the Lifestyle-SBI (24%) and Pantaloons (49%).of Customers ICICI-Platinum 3 8 ICICI-Gold 31 81 . it is found that 36% of the customers hold the Big Bazaar card.

Graph No:-17 41 | P a g e ICICI-Silver 2 5 Stan CPlatinum 2 5 Stan C-Gold 3 8 Stan C-Classic 8 21 HDFC-Gold 21 55 HDFC-Silver 2 5 HSBC-Gold 8 21 HSBC-Silver 3 8 SBI-Gold 14 36 SBI-Silver 3 8 Total 100 260 .

Reasons for using other cards Table No:-18 Sr. it is followed by the HDFC-Gold (21%) and also SBI – Gold (14%).(Source: Survey) Interpretation:- The above table shows that majority of the customers hold the ICICI-Gold Credit Card (31%).No 1 2 3 4 5 6 7 8 Graph No:-18 42 | P a g e Reasons Better Reward Points From Other Cards Better Offers and promotions by others Better Bill Payment Facilities Better Customer Services Habituated Towards a specific card Prefer using Debit card Prefer payment by cash Others Out of 260 100 160 37 217 99 180 5 .

Annual Expenses Graph No: .19 43 | P a g e . 217 customers are habituated for using a specific card. Out of 260 customers. 2. Out of 260 customers.(Source: Survey) Interpretation: From the above graph. 160 customers7 get better offers and promotion from other cards. Out of 260 customers. the following is been found:1. 180 customers prefer payment by cash. 3.

the following is found about the expenditure of the customers:65 customers spend 20% of their annual income on the given list of expenses. 74 customers spend 30% of their annual expenses on the given list of expenses. 43 customers spend 25% of their annual income on the given list of expenses. FINDINGS 44 | P a g e .1-5% 2-10% 3-15% 4-20% 5-25% 6-30% 7-35% 8-40% 9-50% Interpretation: From the above bar diagram.

4% of the customers have asked for the card by themselves. 45 | P a g e . Only 2% of the customers have received the card on friends and relatives suggestions. Rest of the 60% i. 104 customers were aware of the benefits of the card. 2.e. 156 customers are not aware of the card benefits. Only 40% i. Out of the 260 customers interviewed.e. 53% of the customers received the card from the Shoppers Stop side and to 41% of the customers Citibank offered the card.Findings:1. No customers (0%) take the card by doing the online applications.

followed by the HDFC Gold (21%) and SBI card (14%). Convenient payment options of the card. HDFC and also SBI so they prefer to use the cards linked with those banks. 182 are in the group who spend between 20-30% of their annual income in shopping.3. The benefits like the EMI Schemes.  Also. 7. Also they prefer the Gift vouchers than free gifts as they do get the convenience from the gift vouchers. the benefits like the Regular Communication on offers schemes and discounts. Cash Back Offers. customers prefer payment by cash. Exclusive Billing counters. 26% of the customers shop at Pantaloons followed by Big Bazaar (24%). 36% of the customers hold the Big Bazaar Card followed by the Lifestyle SBI Card (24%) and also the Pantaloons card (18%). 8. Redemption of reward points. Majority of the customers are holding the accounts with ICICI. 10. 11. 6. Customers need more benefits like the Drop Box Facilities. 4. grocery outlets. Out of all the benefits provided by the card. 46 | P a g e . In regard to the normal credit cards. On-Line Bill Payment. Offers provided at Shoppers Stop were found to be useful to the customers. Following are the major reasons for using the other credit cards: Habituated towards the usage of a specific card.  Better offers and promotions from other cards. Lifestyle (19%) and also Food Bazaar (11%). Out of 260 customers. Offers on restaurants. 5. were found to be of very less use to the customers. 9. customers use the ICICI Gold credit card (31%).

RECOMMENDATIONS 47 | P a g e .

 Drop Box Facilities for Cheque payment at Shoppers Stop.  Cash Back Offers. Following benefits are to be added to the card:-  More Reward Points.  Bonus Points Offers. 48 | P a g e .Recommendations The key areas where improvement needs to be made are:1.

so that the customers can avail the benefits. The customers should be shown a comparison between the benefits provided by Shoppers Stop and other stores. The specific issues mentioned below should be solved by Shoppers Stop urgently so that the customers can start using the card at the earliest.  While at the time of payment of the bills through cash there has been interest charged. The specific issues are as follows:-  The communication should be done a bit early and on a regular basis. 6. The communication done by Shoppers Stop in regards of various offers and promotions.  Wrong name is printed on the card. should be done well in advance.  Many of the customers haven’t received the upgraded card. So an effective strategy is to be designed so that they are made aware of benefits of the card. The customers need an interest free payment option while at the time of payment of the bills through cash. This issue is not been solved for the last six months. 5. schemes. The payment options provided by the card needs to be improved. 2. due to which not using the same. 49 | P a g e . Cash back promotion offer should be floated on regular basis. etc. Gift Vouchers as they are more preferred by the customers over the Free Gifts. 4.  Solve the service issues as soon as possible. Only 40% of the customers were aware of the benefits offered by the card.  Some customers find the SMS given by the Citibank in regards of payment very confusing and are also sent very late. 3. due to which the card is useless.

due to which not using the same.  The first citizen desks take a lot of time for the Gift Vouchers and also on payment hence usage of other credit card is preferred.  Billing Counters take a lot of time for the redemption of the points which makes the usage of the other cards.  Many of the customers haven’t received the upgraded card. CONCLUSION 50 | P a g e . Big Bazaar Card gives more benefits and better offers and promotions. Shoppers Stop needs to be come out with better offers.

Conclusion Thus. from the interviews conducted we can see that the majority of the customers aren’t aware of the benefits of the card and those who know the benefits are not satisfied with many 51 | P a g e .

Shoppers Stop should develop strategies for the customers should be informed about the benefits of the card. Shoppers Stop needs to add the benefits as needed by the customers so that the usage of the card can be increased. BIBLIOGRAPHY 52 | P a g e . customers are in need of better benefits to be added to the card. Also.of the benefits of the card. The customer service should be made effective leading to the effective solving of the customer issues. leading to the increase in the usage of the card.

Retail Management/Chetan Bajaj 2.Beri Magazines referred: 53 | P a g e .C. Research Methodology/G.Books Referred are: 1.

Retailer Magazine Websites visited: 1.1.com 2.com 3. www.com ANNEXURE 54 | P a g e .rediffmail. www.google. Indian Journal of marketing/Co-branding 2.shoppersstop. www.

Questionnaire “First Citizen Citibank Credit Card” 55 | P a g e .

Are you aware of the benefits of the “First Citizen Citibank Credit Card”?  Yes  No 3. 1.  You yourself asked for the card.The purpose of this survey is to help Shoppers Stop to improve its offerings to the members using the “First Citizen Citibank Credit Card”.  If any others( kindly specify) 2. Which are the benefits you are aware about the “First Citizen Citibank Credit Card” 56 | P a g e .  Online Application. Kindly tick on the options and also give your opinions where needed. How did you get the “First Citizen Citibank Credit Card”?  On your friends’/Relatives’ suggestion  Citibank offered you the card.

No 57 | P a g e Benefits Aided Unaided .Sr.

Jewellery. Schemes and Discounts 0% Fuel Surcharge 8 Better interest on out standings 9 Convenient payment options of the Credit Card Bills Exclusive shopping festivals like POLICE watches.1 Offers provided at Shoppers Stop 2 Parking benefits at Shoppers Stop 3 Exclusive billing counters at Shoppers Stop 4 Extra reward points at Shoppers Stop 5 The EMI Schemes 6 7 Regular communication on Offers.etc 10 11 12 13. where 1.Kashish) 4... 14.like STOP. Damas diamond.etc Offers on restaurants.very important 58 | P a g e .least important & 5. On a scale of 1 to 5 rate the benefits of the “First Citizen Citibank Credit Card” in order of their of importance in your shopping . grocery outlets. On-Line Bill Payment Redemption of reward points Extra points when you buy from in house brands (.

Kashish) will the following benefits affect your card 6. 13 14 Redemption of reward points Extra points when you buy from in house brands(. Schemes and 5 More offers communication in:Discounts o Grocery o Health Spa’s/Gym/Parlors 7 0% Fuel Surcharge o Airline o Mobile/Telephone Bills 8 Better interest on out standings o Restaurants 6 9 FreeConvenient gift for every first purchase of the the Credit month Card payment options of 7 Exchange days in which you can exchange your Bills products.etc 10.Sr. Others if any kindly specify ………………………………………………………… 12 On-Line Bill Payment 5.Jewellery. grocery outlets.1-less important & 5-very important Ask all these benefits  Rate . 8 10 GVExclusive worth Rs xxx if youfestivals spend a like certain sum of Rs shopping POLICE xxxwatches.No 1 Benefits Offers provided at Shoppers Stop 2 Parking benefits at Shoppers Stop Rate 3 Exclusive billing counters at Shoppers Stop Sr. in and out of SS.no Benefits 1 More reward points like 8pts/100 Extra points at Shoppers Stopat 2 4 Drop Boxreward facilities for Cheque payment Shoppers Stop EMI Schemes 3 5 Cash Back Offers 4 Bonus Points offers 6 Regular on Offers. Apart from Shoppers Stop where else do you shop? 59 | P a g e Pantaloons  Big Bazaar  Globus On a scale of 1 to 5 rate how much usage for Shopping.like STOP.diamond.--.etc Damas 9 Getting more reward points if you pay your bills on 11 lineOffers on restaurants.

 Prefer using Debit cards over credit cards.  Better Bill Payment Facilities (…Grace period. Gold . Which other Credit Cards (normal) do you hold? Also specify the level in which the card is currently(Titanium. Do you hold cards given by any of these Stores? ……………………………………………………………………………………………… …………………………………………………………………………………… 8. Food Bazaar  Westside  Provogue  Lifestyle  Others if any kindly Specify………………………………………… 7.Amex) …………………………………………………………………………………………… ………………………………………………………………………………… 9. Platinum.  Habituated towards a specific card. Which are the options that make you use the other credit cards or other payment modes? 60 | P a g e  Better Reward Points from other cards.  Better offers and promotions given by other cards. . etc).  Better Customer Services of other Credit Cards. Which card do you use for most your requirements? ……………………………………………………………………………………………… …………………………………………………………………………………… 10.

 Petrol…. 61 | P a g e . cosmetics. 11. Your answers will help the Shoppers Stop team to develop more on the benefits of the “First Citizen Citibank Credit Card” finally leading to the satisfaction of the Valued Customers. bags...  Accessories like perfumes. Any specific issue which needs to be analyzed by Shoppers Stop? ……………………………………………………………………………………………… ……………………………………………………………………………………... How much percentage of your monthly salary do you spend on the following options? Annually.  Grocery…..  Others If any kindly specify………………………………………...  Jewellery….. etc …... shoes.  Apparels…. belts. 12.  Restaurants…. Thank You for participating in this survey.  Travel/Booking Air tickets…. Prefer payment by cash.

62 | P a g e .