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A Project Report

On
“To Study Customer Relationship Management(CRM) In
Asian Paints”

Submitted for partial fulfillment


Of
The requirement of Term end project in 3 trimester

Guided By: Submitted By:


Dr. Bhawna Syal Neha Deora
Roll No-
JKBS/AICTE/2012-14/033

JK BUSINESS SCHOOL
Year 2012-2014
DECLARATION
I hereby declare that I did the project on “To Study Customer Relationship Management
(CRM) In Asian Paints” taking the information correct in my knowledge under the guidance of
my marketing professor.

I am thankful to Dr. Bhawna Syal for giving me the opportunity to do this project.

Neha Deora
GUIDE CERTIFICATE

This is to certify that the term end project work entitled “To Study Customer Relationship
Management(CRM) In Asian Paints” is a piece of work done by Neha Deora Student of
JKBS, GURGAON, under my guidance and supervision for the partial fulfillment of the course
PGDM Trimester-3.

The work embodied in this report is original and is of the standard expected of an PGDM student
and has not been submitted in part or full to this or any other University for the award of any
degree or diploma. He has completed all requirements of guidelines for research project report
and the work is fit for evaluation.

(Signature of Guide)

Name: Dr. Bhawna Syal


Designation: PGP Chairperson and Marketing Professor
Organization: JK Business School
ACKNOWLEDGEMENT
The Research on “To Study Customer Relationship Management(CRM) In Asian Paints”
has been given to me as part of the curriculum in 1st Year Post Graduate Diploma in
Management.

I have tried my best to present this information as clearly as possible using basic terms that
I hope will be comprehended by the widest spectrum of researches, analysts and student
for further studies.

I have completed this study under the able guidance and supervision of our Faculty
member Dr. Bhawna Syal.
I am also thankful to my friends who helped me a lot in the completion of this project.
CONTENTS

Serial no. Topic


1. Introduction

2. Theoretical Framework

3. Objectives Of Study

4. Research Design And Methodology

5. Data Analysis And interpretation

6. Findings And Recommendations

7. Bibliography

8. Questionnaire
INTRODUCTION

Paint Industry In India-Foundation for paint was laid in the year 1902 with the setting up of
Shalimar Paints in Calcutta. It was during the and after the World War II. That large number of
paint manufacturing units was set up in India. Since then the Indian paint industry has made
substantial progress. The paint industry has come to the recognition as an important sector in the
national economy in producing industrial coating and decorative paints. Decorative paints
available in wide range of combination account for 70% of the coatings total production. While
industrial paints share the balance of 30%. This rate is diametrically opposite to the trend in the
industrialized countries where industrial paints account for 70% and Decorative paints for the
balance of 30%. The Indian paint industry is at the crossroads. All most all-major paint
companies have expanded or are expanding its capacity substantially. With demand rising slowly
competition is becoming increasingly intense. The decreasing growth rate has made the paint
companies to woo customers aggressively. The customer is being offered 10% rebate in most
products is unheard in the industry so far. Most companies have increased their discounts to their
dealers to unimaginable level dealers are offered higher credit levels, flexibility in payment,
foreign trips for selling even low value products and the like. The increasing competition to offer
solutions through technology has made all the paint make as offer a large number of shades
through computerized colour dispensing system.

Importance-
Generally paints and coatings are applied to products to protect them from:
 Environmental Corrosion.
 Protection of Food and Beverages in metal cans.
 Improve aesthetic appeal.

Asian Paints Limited is an Indian chemicals company headquartered in Mumbai, India. It


manufactures a wide range of paints for decorative and industrial use. Asian Paints is India's
largest paint company and Asia's third largest paint company, with a turnover of Rs 96.32
billion. It is also ranked among the top ten Decorative coatings companies in the world.
Asian Paints along with its subsidiaries have operations in 17 countries across the world with 23
paint manufacturing facilities, servicing consumers in 65 countries through Berger International,
SCIB Paints – Egypt, Asian Paints, Apco Coatings and Taubmans.
While working towards enhancing customer experience the management at Asian Paints looks at
the bigger picture by being aware about environmental hazards. All manufacturing plants and
units are certified environmentally safe.
Asian Paints formulates, manufactures & sells the finest paints (the most suitable for each need
and giving good value for money to users) & provide the best possible service to its customers
characterized by Reliability & Responsiveness. The products provide surface protection & good
appearance for all consumers while being safe to apply, not harmful to health and not adverse to
the environment.
Customers - the very core of all the business activities. From the beginning, Asian Paints has
fostered a customer-centric approach to business. A simple but unbeatable concept of "going
where the customer is" drives all its retail strategies.
History-

1ST February 1942

Armed with little knowledge and great determination, Champaklal H. Choksey, Chimanlal N.
Choksi, Suryakant C. Dani and Arvind R. Vakil get together to manufacture paint in a garage on
Foras Road, Bombay. They name their company 'The Asian Oil & Paint Company', a name that
they picked randomly from a telephone directory.

1945
Asian Paints touches a turnover of Rs. 3,50,000, with an innovative marketing strategy "to reach
consumers in the remotest corners of the country with small packs."

1954
Asian Paints mascot, Gattu, the mischievous kid, is born.

1957 - 66
The family-owned company makes the transition to a professionally managed organisation.
British company Balmer Lawrie rejects the products of a giant British paint company in favour
of Asian Paints.
Asian Paints embarks on an ambitious grassroots marketing campaign, partnering with thousands
of dealers in small towns all over India.

1967
Asian Paints emerges as India's leading paint company ahead of any international competition.
Vision- Asian Paints aims to become one of the top five Decorative coatings companies world-
wide by leveraging its expertise in the higher growth emerging markets. Simultaneously, the
company intends to build long term value in the Industrial coatings business through alliances
with established global partners.

Current Status-

 Asian Paints becomes the 10th largest decorative paint company in the world.
 Asian Paints is more than twice the size of its nearest competitor
 It is one of the most admired companies in India
 Present in 22 countries with 27 manufacturing locations, over 2500 SKU's, Integrated
SAP - ERP & i2 - SCM solution.
 Rated Best Employer by BT-Hewitt survey, 2000 Bluest of the blue chips by Hindu
Business Line; Most admired company to work for by ET-BT survey, 2000 .
 On the recommendations of Booz, Allen and Hamilton, Asian Paints restructured itself
into Growth, Decorative and International business units and adopted SCM and ERP
technology.
 Asian Paints aims to become the 5th largest decorative paint company in the world.
 Asian Paints has introduced stores like ‘Colors With Asian Paints’ in Mumbai and Delhi
where customers can experience the whole world of Asian Paints for free.
Future Plans- Asian Paints to accelerate growth of its non-decorative coatings business
Approves plans to enhance its relationship with PPG, to accelerate growth of the non-decorative
coatings businesses in India.
Asian Paints Signs MOU with Maharashtra Government to set up a Mega Project for
manufacture of Paints and Intermediates at Kesurdi in Maharashtra
The Asian Paints Helpline introduced few years ago is a toll free service where consumers call
and ask queries related to painting. The company has now extended this service to ASIAN
PAINTS HOME SOLUTIONS, which offers painting services in addition to the paint. This
service is available in 10 cities viz - Hyderabad, Bangalore, Kolkata, Delhi, Chennai,
Ahmedabad, Mumbai, Pune, Coimbatore & Cochin

Awards and Recognition-

 Awarded the "Sword of Honour" by the British Safety Council for all the paint plants in
India. This award is considered as the pinnacle of achievement in safety across the world.
 Forbes Global magazine, USA ranked Asian Paints amongst the 200 'Best Small
Companies of the world' in 2002 and 2003 and amongst the top 200 'Under a Billion Firms'
of Asia in 2005.
 Ranked 24th amongst the top paint companies in the world by Coatings World - Top
Companies Report 2006.
 The Asset - one of Asia's leading financial magazine ranked Asian Paints amongst the
leading Indian companies in Corporate Governance in 2002 and 2005.
 Received the Ernst & Young "Entrepreneur of the Year - Manufacturing" award in 2003.

The Company’s Competitive advantage-


 High degree of awareness about the company among the target market
constituents.
 Company regarded as a quality-produce maker.
 Market leader, financial and marketing strength to sustain investment
Pressures
 Core competence in paints, wide variety and well-developed R & D.
 Wide dealer network and good information base about different markets.

Factors Behind Success Of Asian Paints-

Marketing Strategies
The success of Asian Paints is primarily attributed to marketing acumen. The company has made
excellent use of the electronic and print media, besides publishing informative brochures for all
its products. The company’s mascot “Gattu” created to give an ethnic touch has almost become
synonymous with the generic product.

Critical Success factors – Distribution


The marketing success of Asian Paints was based on the realization that the semi-urban was
untapped and the small consumer neglected. To reach those consumers in small town, the
company built a broad distribution network across the whole country. From small towns Asian
Paints moved to reach out to the metropolitan market. Today, the network with 17,000 retailers
across the country is making the company responsive to a large customer base.

Use of Information Technology


To strengthen the distribution network, the company has gone in for computerization at the
branch and the depot level. All branches and 45 depots across the country are connected to the
four plants and the Product Management Group at the Head Office through the VSAT. The
use of the IT has meant faster flow of information, more efficient management of supplies, and
better inventory control.

Width of Product Line


As already shown above, the width of product line is enormous giving the customers a huge
range to choose from.

Introduction of stores like Colors With Asian Paints


Such stores in Mumbai and Delhi are a great innovation. They are high on investment but the
customer entering the store even once is the customer of Asian Paints for life.

Plants Of Asian Paints India Ltd.-

INDIAN PLANTS

Asian Plants
Bhandup (Maharashtra) in India

Asian Plants
Kasna (Uttar Pradesh) in India

Asian Plants
Sriperumbudur in India
Asian Plants
(Rohtak, Haryana)

OVERSEAS PLANTS

Berger International Plants


Barbados

Berger International Plants


Bahrain

Berger International Plants


Jamaica

Berger International Plants


Singapore
Berger International Plants
Trinidad

Paints- the color of life (A Profile)

Basically, Paint is a mixture of the following elements which give a paint its flow, and enable it
to be brushed on a surface

 Solvents- Solvent is the liquid in paint that suspends the pigment and resins and
transports them from the paint brush to the wall. The solvent then evaporates and leaves
the paint film behind. Solvents in paint can be water (for latex paint) or mineral spirits
(for oil based alkyd paint). The less solvent in the paint the higher the quality and the
better the coverage.
 Binders- Which hold the paint together, as well bind it to the surface that is painted, thus
giving its property of durability.
 Pigments- Which give paint its colour and opacity.
 Additives- Which give paint special properties such as resistance to fungus, rust ..etc.,

Paints can be distinguished as

1. Emulsions: These are water based paints Acrylic Emulsions are extremely durable and
give wall silky and smooth finish. They washable and easy to maintain.
Eg: Asian Paints offers three brands to choose.
Premium-Apcolite Royal Acrylic Emulsion.
Medium-Apcolite Super Acrylic Emulsion.
Economical-Super Decoplast.

2. Distempers: These are also water based paints but their binders may be very natural or
synthetic. Distempers are economically priced, they offer good value for money as they
are durable.
Eg: Asian Paints has
Tractor Acrylic washable Distemper.
Tractor washable Synthetic Distemper.

3. Luster And Matt Finishes: These are solvent based paints are extremely durable. The
former gives a gloss egg shell finish while matt finishes have a dead matt finish.
Eg: Asian Paint has
Apcolite luster finish.
Apcolite synthetic matt finish.
4. Exterior Finishes: For exterior cement paint is mainly used as it is economical. It also has
a reasonable life if in areas where monsoon is not too heavy.
Eg: Gattu cem.

5. Enamels: It provide the best coating for metals they are tough, durable, glossy in finish.
The smooth shiny look lasts for years. Enamels protect from corrosioin.
Eg:
Apcolite Synthetic Enamel.
Mangoes Synthetic Enamel.

6. Primers: Primers are usually the first coat applied on a surface it is meant to prepare the
surface for painting. It offers protection to the paint.
Eg:
Asian Metal Primer.
Woodorite Primer.

7. Fillers/Puttis: It is used to fill up the crises or any unevenness to ensure that the finish
coat gives a smooth surface.

8. Autoacquer: It is NITRO CELLULOSE paint for auto finishing.


Eg:
Krilo
Apca
Aspa

Products Manufactured By The Company-


Based on the surface on which they are applied, decorative paints are usually classified as wall,
metal, wood and plastic finishes. The products could be emulsions, enamels, varnishes,
automotives, or undercoats. Their end use could be in the sign board, bus body, industry
or household segments. Asian Paint has offered brands in all possible applications. For
instance:

Synthetic / Acrylic Washable Distempers: Tractors


Acrylic Emulsion: Apcolite (Quality I,) Royale (premium category)
Plastic emulsion Paint (Interiors / Exteriors): Decoplast (Quality II), Apex (Quality I).
Synthetic Enamel: Apcolite, Gattu
Packet Distemper: Utsav
Wooden Surfaces: Touch Wood, Silkwood, Apcolite Natural Wood finish
Cement Paint (external): Gattu

Industrial Segment
General Industrial Finishes: Apcolite (Hammerton Finish)
Other Industrial Products: Expory Coatings, Chlorinted Rubber finishes, viny I & Polyurethane
Systems.
Automotives
Kirlo – an Acrlic Paint
Apca – nitro-cellulose based Paint.
Aspa – an Allkyd, autocare

Primers
Asian Metal Primer Redoxide
Tractor Redoxide Primer for Metal
Woodrite for Wood Substrate
Decorative – Cement Primer
THEORITICAL FRAMEWORK-

Customer Relationship Management (or CRM) is a phrase that describes how your business
interacts with your customers. CRM is about what you do with that information to better meet
the needs of your existing customers and identify new customers, resulting in higher profits for
you. CRM is often thought of as a business strategy that enables businesses to:

 Understand the customer


 Retain customers through better customer experience
 Attract new customer
 Win new clients and contracts
 Increase profitably
 Decrease customer management costs

Don Peppers and Martha Rogers outline a four step framework for one to one marketing that can
be adopted to CRM as follows:

1. Identify your prospects


2. Differentiate customers in terms of their needs and their value to your company.
3. Interact with individual customers to improve your knowledge about their individual
needs and build a stronger relationship.
4. Customize products, services, and messages to each customer.

Customer satisfaction can greatly achieved by imparting Customer Relationship Management


(CRM) in the company.
Customer Satisfaction- “Customer Satisfaction, business term of how the products and the
services supplied by the company meet or surpass the customer expectation. It is the key
performance indicator within the business.” By Berlin Asong

Business Techniques of Customer Satisfaction-

 One of the key customer satisfaction techniques is the need to provide front line
employees with the ability to respond to customer situations quickly without the need to ‘ask
for permission’.
 Innovation drives customers' satisfaction. As customers' needs keep changing, an innovation-
driven company is capacitated to exceed customers' expectations.
 To provide after sale services.
 Listen actively and carefully.
 Anticipate that the customer will be asking questions. They may be easy, they be hard. But
encourage them anyway. If you cannot provide an answer, promise to find out the answer
from someone who can.
 Be patient, look from the customer's point of view and work from there. This point of view
will always give you the best outlook on the situation.
 Always keep a smile on your face when dealing with customers which can lead to customer
satisfaction. This positive attitude can rub off and turn a potentially negative situation into a
positive experience
Efforts taken by Asian Paints to improve their Customer Satisfaction-

A Customer Care Executive will record your requirement, interest in the service and schedule an
appointment for a site visit.
A Sales Associate will visit the home on the appointed date & time.:
 To understand your painting requirements.
 To explain the various products and painting systems available and suggest options given
your need.
 To conduct a thorough site evaluation to understand present condition of the paintable
area.
 With the customer’s consent, he will get measurements done for the chosen paintable
area through a panel applicator assigned for the job.
 To finalize the Painting Estimate as per the measurements, painting systems chosen and
the standard rate card.
 The Sales Associate will introduce the customer to the Relationship Associate who will
be responsible for the execution of the job, and handover all points discussed with
customer so far, before start of the actual painting job.
 The panel applicator assigned will initiate the job, with regular supervision by the
Relationship Associate.
 The Relationship Associate will set a work schedule in consultation with the applicator
for the job and share with customer, this will provide the timeline for the completion of
the painting job, in a phase wise manner.
 The RA will supervise and ensure that the quality of painting is as per recommended
guidelines and the painters are taking due care of things apart from painting - eg.
Covering and masking of non-paintable surfaces, ensuring a clean job, taking care of
furniture and fixtures, etc.
 The RA may also advice the customer on suggested shade choices, usage of special
themes.
 After completion of painting the RA will ensure professional handover of the site to
customer post required cleaning.
 Post completion - the invoice & warranty card with a validity of 1 year on paint &
application will be couriered to you.
 An independent agency will contact the customer for confirming satisfaction rating on
different parameters.
 During or after the painting process if there is any problem faced,, customer may get in
touch with our customer care at 1800-209-5678 or mail the company at
customercare@asianpaints.com
OBJECTIVES- Following are the two objectives of my project:

 To track and measure the customer satisfaction in relation to Asian Paints as a product and its
price.
 Are the customers satisfied by the services provided by Asian Paints
RESEARCH DESIGN AND METHODOLOGY- The respondents in this research are the
general population. The questionnaire was framed and was distributed by e-mail to 100 of these
respondents out of which 50 responses were received giving the response rate of 50%. These
respondents were selected through convenience sampling technique. A 4 point rating scale was
used for all questions (e.g. for valence rating, 1=very dissatisfied to 4=very satisfied).
DATA ANALYSIS AND INTERPRETATION-

Customer Satisfaction
Very Somewhat Somewhat Very
Attributes Q. no. Satisfied Satisfied Dissatisfied Dissatisfied
Sales Representatives Q1 10 20 50 20
Online Facilities Q2 20 50 20 10
Price Level Q3 10 50 20 20
Overall Satisfaction Q4 30 40 20 10
The data is in %

120

100

80

60 Very Dissatisfied
Somewhat Dissatisfied
40 Somewhat Satisfied
Very Satisfied
20

0
Q1 Q2 Q3 Q4
Sales Online Facilities Price Level Overall
Representatives Satisfaction

INTERPRETATION- From the above table, following is the inferences for different elements.

Sales Representative: The total satisfaction is 30% and the total dissatisfaction is 70% out of
which 20% are very dissatisfied. The gap between the dissatisfaction and satisfaction is 70% -
30% = 40%. That means the dissatisfaction level is 40% more that satisfaction level. This
indicates that the company need more improvement in this area of business activity.

Online Facility: the total satisfaction of the customers is 70%and dissatisfaction is 30% .the
satisfaction gap is 70% - 30% = 40%. It means the satisfaction rate is 40% more than the
dissatisfaction rate. This means the company’s performance is better in this field. But out of
30%, 10% are very dissatisfied and 20%are somewhat dissatisfied. The company must find the
reasons for such a dissatisfaction for the total success.

Price Level: here the total satisfaction level is 60% and the total dissatisfaction is 40% .
Therefore, the gap rate is 60% - 40% = 20%.. This means the satisfaction rate is 20% more than
dissatisfaction level.

Overall Satisfaction: the overall satisfaction rate is 70% and the total dissatisfaction rate is
30%. The gap between the two is 70% - 30% = 40%. This means the overall satisfaction rate is
40% more than the dissatisfaction rate. That shows improvement but not at the sufficient rate.

Satisfaction Of Makeover Ideas


Attributes Q. no. Yes(%) No(%)
Makeover
Ideas 5 80 20

Makeover Ideas

Yes(%)
No(%)

INTERPRETATION- From the above table, 20% are not satisfied and do not find the
makeover and decorative ideas provided by the Asian Paints useful, as they feel the Ideas do not
work out as is shown in the T.V. commercials, while 80% of the respondents have provided with
positive response.

Are T.V. Commercials Misleading


Attributes Q. no. Yes(%) No(%)
T.V. Commercials 6 40 60
T.V. Commercials

Yes(%)
No(%)

INTERPRETATION- From the above table, out of the 10 respondents, 40% of the respondents
feel that the T.V. commercials shown by the Asian Paints are misleading. This may bring them
on verge of brand shifting. Hence the company must overcome this problem as soon as possible.
The other 60% have provided a positive response.

Satisfaction From Service Sector


Q. Very Somewhat Somewhat Very
Attributes no. Satisfied Satisfied Dissatisfied Dissatisfied
Response To Complaints 7 30 20 40 10
After Sales Services 8 20 40 30 10
The data is in %

120

100

80
Very Dissatisfied

60 Somewhat Dissatisfied
Somewhat Satisfied
40 Very Satisfied

20

0
Response To Complaints After Sales Services
INTERPRETATION- Regarding the Service Sector of the Asian Paints, following are the
results:

For Response to Complaints: 50% of the respondents find optimum satisfaction from this
sector of the company, out of which 30% are very satisfied, while 40% have given a negative
feedback.

After Sales Service: 60% of the respondents have derived optimum satisfaction but the other
40% are not satisfied by the after sales services provided by the company. Out of which 20% are
very dissatisfied.

Preferance Of Asian Paints Over Other Paints


Attributes Q. no. Yes No
Asian
Paints 9 60 40

Asian Paints

Yes
No

INTERPRETATION- Form the above table, 40% of them are giving more preference to the
other paints companies, while 60% of the respondents have preferred Asian Paints over other
paints. Therefore, the company must work to strengthen its customer base further.
FINDINGS AND RECOMMENDATIONS-

Findings-
 The company must check on the service provided by sales representatives and improve it.
The total satisfaction in this area is just prevailing is just 30% and the level of high
dissatisfaction is 20%,as the respondents have reported, the local dealers and team leaders
are care free and do not respond to their complains.
 The customers are pretty satisfied with the online facilities and pricing structure of Asian
Paints.
 In case of Online Facilities the respondents have provided with positive feedback. 40%
rate of satisfaction level is more than the dissatisfaction level. This shows that the online
facilities have upward moving scale.
 In case of the pricing, 60% customers are satisfied showing that pricing structure is up to
the mark. They find the price structure appropriate according to the facilities provided.
 The overall satisfaction of the Asian Paints Ltd in general judged by the respondents and
brought down in this report is, 40% more than the overall dissatisfaction.
 80% of the customers find the makeover and decorative ideas useful so the introduction
of this service is a success.
 Regarding the promotional activities, 40% people are dissatisfied. That means out of ten
respondents undertaken four respondents feel that the commercials are misleading
because according to them they have not got the same effects as shown in the T.V.
commercials.
 And in the fields of feedback to the complains, there is an equal level of satisfaction and
dissatisfaction.
 The After Sales Services shows higher level total satisfaction(60%) than total
dissatisfaction (40%).
 Regarding the inclination towards the Asian paints brands, 6 out of 10 respondents prefer
Asian Paints over other paints. But still there are four other respondents who are
preferring other paint brands.

Recommendations-

 The company must check on the service provided by sales representatives and improve it.
It must provide some incentives to the sales rep so that they work to achieve better
customer satisfaction level.
 There are complaints by the customers regarding the care-free behavior of the team
leaders, resulting in poor customer satisfaction. To avoid this, the management must try
to change the behavior of the officers as well as team leaders. This can be done by
bringing Change Management.
 Although the customers are pretty satisfied with the online facilities, but a dissatisfaction
level of 30% shows scope for improvement.
 60% of the customers are not satisfied with the price, so the company must reduce the
price of some of the brands.
 There must be advertising for makeover ideas as well along with the normal ads for
Asian Paints.
 The customers feel that the advertisements are misleading and fraud. Therefore to remove
this negative attitude of the customers the company can demonstrate how to use a
particular product and how to utilize and maintain it at its maximum level.
 If there are any complaints regarding the product of the Asian paints, the line officers
must follow up with calls or emails, if required they must send their workers to repair the
damaged caused due to the company's product.
 The company must open more stores like ‘colors with Asian Paints’ and do effective
marketing to attract more customer base as still 4 out of 10 customers prefer other brands.
BIBLIOGRAPHY-

1) Philip Kotler, Kevin Lane Keller, Abraham Koshy, Mithileshwar Jha-‘Marketing


Management- A South Asian Perspective’

2) Dr. Shaila Bootwala , D.J. Penkar, V.K. Behere, ‘Modern Marketing Management

3) Best Techniques to create Customer Satisfaction By, Berlin Asong and Glenn
Magas

4) Business Strategies to Increase Customer Satisfaction By,Doc Pratt

5) Measuring and Tracking Customer satisfaction

6) www.google.com

7) www.wikipedia.com

8) Pega.com

9) Webopedia.com
QUESTIONNAIRE

1. Please rate your level of satisfaction with your sales representative in the following areas.

4 3 2 1
Very satisfied somewhat satisfied some-what very dissatisfied
dissatisfied
Provide reasons- ______________________________________________________________

2. Are you satisfied by online facilities provided by Asian Paints?

4 3 2 1
Very satisfied somewhat satisfied some-what very dissatisfied
dissatisfied

Provide reasons- ______________________________________________________________

3. Regarding the price level fixed by Asian Paints did you find it satisfactory?

4 3 2 1
Very satisfied somewhat satisfied some-what very dissatisfied
dissatisfied

Provide reasons- ______________________________________________________________

4. What is your overall satisfaction rating with Asian Paints Ltd.

4 3 2 1
Very satisfied somewhat satisfied some-what very dissatisfied
dissatisfied

Provide reasons- ______________________________________________________________

5. Asian Paints provide expert help in makeovers and decorative ideas. Did you find it useful?

YES NO

Provide reasons- ______________________________________________________________

6. Do you feel the T.V. commercials of Asian Paints Company are misleading?

YES NO
7. Asian Paints ltd provide a separate section for complaints. Did you ever had a complain for Asian Paint’s
products or its services?

YES NO

OR

If, yes did you find the response given, satisfactory?

4 3 2 1
Very satisfied somewhat satisfied some what very dissatisfied
dissatisfied

8. Do you feel satisfied by the after sales services provided by Asian Paints ,in terms of tips on the post application
and maintenance, invoice, warranty card, etc.

4 3 2 1
Very satisfied somewhat satisfied some what very dissatisfied
dissatisfied

9. Do you think Asian Paints are more satisfactory than other paints?

YES NO

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