Project Report Finalized 1

EVALUATE THE CLIENT SATISFACTION LEVEL 2010
THROUGH THE AFTER SALES SERVICES OF EDELWEISS
A PROJECT DONE AT EDELWEISS CAPITAL.
REPORTED BY
LIJO EIPE JOHN
SUBMITTED IN PARTIAL FULFILLMENT OF THE REQUIRMENTS

FOR THE AWARD OF PGDM
UNDER THE GUIDANCE OF DR. M. UDAYAKUMAR
DCSMAT BUSINESS SCHOOL

DC COUNTY, PULLIKKANAM, VAGAMON
IDUKKI, KERALA 685503
1|Page
2|Page
3|Page
ACKNOWLEDGEMENT
Any project would be incomplete without felicitating those Instrumental in its
successful completion. I honestly feel that the accolades for this project cannot just
belong to one individual because it has been the result of consolidated efforts of
many people whom I would like to express my concern and gratitude.
I am grateful to Edelweiss Capital for having given me this opportunity which has
helped me in gaining an in depth knowledge in financial markets and its workings. I
extent my sincere thanks to Mr. Manu George (Team Leader- Edelweiss Retail
Broking) for giving me this opportunity to take up this project.
Special thanks are also due to Mr. Rahul Gandhi (Branch Manager, Borivali –
Edelweiss Retail Broking) for giving his valuable inputs at every stage of project
completion. His constant encouragement and words of wisdom have been very
significant in the completion of this project.
I express my deepest gratitude to Dr. M.Udayakumar (Faculty of Finance – D C

school of Management and Technology) under whose guidance I have
successfully completed this project.
I am also very much grateful to Brig: Ashok Kumar (Director – D. C Business

School) for providing me with this unique opportunity. I would also like to thank all
those people whose names have not been mentioned here, but who were very
instrumental in the successful completion of this project.
Lijo Eipe John
4|Page
CERTIFICATE
This is to certify that the project entitled “SATISFACTION LEVEL OF CLIENTS

THROUGH THE AFTER SALE SERVICE OF EDELWEISS” is the bona fide record of
the work done by Lijo Eipe John, PGP09024, and VI trimester PGDM student of D C
Business School batch, submitted in partial fulfillment of the requirements for the
award of Post Graduate Diploma in Management.
Faculty Guide: Dr: M. Udayakumar Director: Brig: Ashok Kumar
Date:
Place:
5|Page
EXECUTIVE SUMMARY
Stock trading in India is gaining a new momentum as the economy is showing some
positive signs after the economic crisis. The equity markets in India have been
evolving and evolving rapidly. So this is the right time to have a look on the market
and to take a courageous decision. The Indian Stock Markets have been witness to a
gradual shift from the outcry system of trading to a seamless environment wherein
stocks are now being transferred from the seller to the buyer in the electronic mode.
This online avatar of the Indian Stock Market boom has naturally brought many
online stock brokerages into the fray. Important factor to fasten the process of the
share trading cult in India is the growth of online broking platforms to facilitate the
trading of stocks.
The stock market of India is opening new doors for the growth and economical
stability to the global corporate players. The financial institutions are very much
interested nowadays in the growing Indian market. If the experts are to believed, in
2011 the Indian share market is going to touch the psychological mark of 21000.
The affirmation pushes a positive thought where a seamless financial growth is on

the cards. BSE and NSE is now among the Asia's top most share markets that offer
lucrative options to the global investors in the terms of financial stability and
economical growth.
Though India has a huge untapped market but the players will not flourish unless
they change the way the customers are being served. Given the awareness level of
today customers every player has to treat with care and make the customer feel that
he is the king. More and more customers are coming under this umbrella and many
of the existing one are changing pavilion. Customer retention and satisfaction is now
more important as it was never before. Players keep coming with new schemes in
order to attract new customers and retain the existing one.
The project that I am involved with while working at “Edelweiss Broking Limited”
includes:
The study of customer satisfaction level of client through the after sales service
offered by EBL and also to gain knowledge the product and services offered by EBL.
6|Page
TABLE OF CONTENTS
CONTENTS PAGE
#
INTRODUCTION 9
COMPANY PROFILE 12
PRODUCT AND SERVICES OF EDELWEISS CAPITAL 21
INTRODUCTION ON EDELWEISS BROKING LIMITED 25
SWOT ANALYSIS 28
NEED FOR STUDY 29
OBJECTIVES 30
RESEARCH METHODOLOGY 31
PRODUCT AND SERVICES OF EDELWEISS BROKING LIMITED 32
FINDINGS AND ANALYSIS 55
RECOMMENDATIONS AND SUGGESTIONS 74
LIMITATIONS OF THE STUDY 75
CONCLUSION 75
BIBLIOGRAPHY 76
7|Page
INTRODUCTION
Industry Overview:
 Share broking firms are the business entities that deal with stock trading.
 The Indian Share broking industry is one of the oldest trading industries that
have been around even before the establishment of the BSE in 1875.
 In India, the two major broking indexes are:
 BSE – The BSE Index, SENSEX, is India's first stock market index that
enjoys an iconic stature, and is tracked worldwide. It is an index of 30
stocks representing 12 major sectors.
 NSE – S&P CNX Nifty is a well diversified 50 stock index accounting for
22 sectors of the economy.
 SEBI is the regulator for the securities market in India
 The brokerage firms primarily work
 As an agents for buying and selling of securities.
 Earn commission for each of the transactions.
 The total trading volume stood at US$ 1239.1 billion in the year 2004, which
increased to US$ 1492.1 billion in 2005.Expected to reach US$ 6535.7 billion
by the year 2015.
8|Page
LIST OF MAJOR INDIAN BROKERAGE COMPANIES
KOTAK SECURITIES LIMITED
KARVY STOCK BROKING LIMITED
INDIA BULLS, IL&FS INVESTMART LIMITED
MOTILAL OSWAL SECURITIES, RELIANCE MONEY
INDIA INFOLINE
ANGEL BROKING LIMITED
ICICIDIRECT
SHAREKHAN
GEOJIT SECURITIES
HDFC
RELIANCE MONEY
RELIGARE
9|Page
WHY SHARE BROKING INDUSTRY IS TOO HOT…..?
 Fall in brokerage fees
The decrease in brokerage fees has brought a huge leap in the share broking
industry.
 Adoption of technology
Technological advancement also paved a way to increase the interest towards

the online trading. The specialty includes Screen-based trading, electronic
matching, and paperless securities.
 Centralized operations
A trader is not required to visit stock exchange to buy or sell shares. Shares
can be bought and sold with a few clicks away. Seller may not aware about
the details’ reading the buyer and he do not want to get worried whether his
share will get sold or not. Buyer will be placed automatically and the share
will be sold to him.
 The ability to provide margin finance.
Most of the stock broking firms provide a line of credit to buy and shares,
where your portfolio is the only security required for the loan. This is also a
major factor which helped in increasing the interest for stock trading in the
minds of general public.
10 | P a g e
COMPANY PROFILE
EDELWEISS GROUP
 One of India’s leading integrated financial services conglomerates.
 Incorporated on 21st November 1995
 Employs about 1200 employees
 Operates through 65 offices in 21 cities in India.
 Listed company since December 2007 under the symbols
 NSE: EDELWEISS
 BSE: 532922
 Bloomberg: EDEL.IN.
 A conglomerate of 46 entities including

 39 Subsidiaries
 6 Associate companies
11 | P a g e
THE LOGO
Edelweiss, a rare flower found in Switzerland. A graphic flower that represents

ideas! Around it, the protective arms of the letter ‘E’: Edelweiss believes ideas
create wealth, but values protect it. It is the practice of this core thought that has led
to Edelweiss becoming one of the leading financial services company in India.
EDELWEISS FAMILY
12 | P a g e
EDELWEISS GROWTH
Mar 1999 Dec 2006 Mar 2007

Rev Rs 15mn, Raised equity from Rev Rs 3718 mn,
GIC (Singapore)
8 employees through Heliconia 1100 Employees
April 2006
Mar 2002
Launched ECL Dec 2007
Broking divided into
Finance and Asset Raised Rs 6918 mn
Private Client and
Management in IPO
Institutional
business
Mar 2004 Mar 2006 Mar 2008

Rev Rs 281 mn, 8 Rev Rs 1,533 mn, 500 Rev Rs 10889 mn,
employees Employees 1600 Employees
Oct 2005 Mar 2009

Mar 2005 Dec 2009
Raised equity from Rev Rs 9005 mn,
Rev Rs 727 mn , 250 Rev 7154mn, 1200
Greater Pacific
employees 1300 Employees Employees
Capital
13 | P a g e
APPROACH
Client Focus
Edelweiss is driven by the emphasis we place on building long-term relationships

with our clients. We work closely with our clients to equip them with the ability to
address large, fast-growing market opportunities. Our emphasis on long-term
relationships also means that we have a significant ongoing involvement with
almost all of the clients that we work with.
Execution Orientation
We focus obsessively on delivering high quality execution through our experienced

team of professional. Each team is led by senior personnel and is highly research
and ideas driven. We place strong emphasis on confidentiality and integrity in a
sensitive business environment.
Culture
Edelweiss fosters a culture that is entrepreneurial and results-driven and that

emphasizes teamwork and intellectual rigor. Our team is encouraged to display
higher levels of initiative, drive, and hunger for learning and taking on additional
responsibility.
Professional Integrity
We place a strong emphasis on confidentiality, honesty and integrity in our business

dealings. We expect our people to maintain high ethical standards, both in their
professional and personal lives. We strive to be fair in all our dealings. We respect
our competitors.
Research Driven
All our businesses are built on a research and analytics foundation. Our
understanding of underlying market trends and strong analytical expertise has
resulted in a demonstrated ability to identify emerging trends and themes early. We
seek to provide the highest quality research and investment opinions to our clients.
14 | P a g e
SENIOR MANAGEMENT TEAM
Rashesh Shah, Chairman & CEO
Venkat Ramaswamy, Executive Director
Deepak Mittal, Chief Financial Officer
Himanshu Kaji, Group COO & Head - Strategy
Naresh Kothari, President & Co-head Institutional Equities, Private Client Services
Rujan Panjwani, President & Co-head - Asset Management
Vikas Khemani, Executive Vice President & Co-Head - Institutional Equities
Rajeev Mehrotra, Executive Vice President & Head - Special Opportunities Invest
Ravi Bubna, Executive Vice President & Co-Head - ECL Finance
15 | P a g e
BUSINESS PRINCIPLES
 ‘Ideas create, values protect’ is how we define what Edelweiss believes in. But
when we say ‘values protect’ what do we mean? Here’s a handy guide to the
values and principles we will live by and live up to.
 We will be a Thinking Organization. We will constantly bring ‘thought’ to

everything we do. Our clients’ and our own success depends on our ability to use
greater ideation and more imagination in our approach.
 We will be fair to our clients, our employees and all stake holders. We want our
clients and our employees to be ‘richer’ for their relationship with us.
 We will take care of our People seriously. Our policies – in spirit and in letter –
will ensure transparency and equal opportunity for all. We will go beyond the
normal goals of attracting, recruiting, retaining and rewarding fine talent: We
will ensure that every individual in Edelweiss has an opportunity to achieve their
fullest potential.
 We will operate as a Partnership, internally and externally. Though individuals

are very often brilliant, we believe teamwork and collaboration will always
ensure a better and more balanced organization. We will also treat our clients as
partners and show them the same respect and consideration that we would
toward our internal team members.
16 | P a g e
 We will focus on the Long Term. Though the world will change a lot in the
coming years and our assumptions for the future may not hold up, we will reflect
on the long-term implications of our actions. Even when making short-term
decisions we will be aware of the long-term implications.
 We will focus on Growth for our clients, employees and shareholders.
 Our Reputation and image is more important than any financial reward.
Reputation is hard to build and even harder to rebuild. Reputation will be
impacted by our ability to think for our clients, maintain confidentiality and by
our adherence to our value system.
 We will Obey and Comply with the rules of the land. We will maintain the highest
standard of integrity and honesty. When we are unclear we will seek
clarifications.
 We will respect Risk. Our business is going to be a constant challenge of

balancing risk and reward. Our ability to constantly keep one eye on risk will
guide us through this fine balance.
 Our Financial Capital is a critical resource for growth. We will endeavor to grow,
protect, and use our financial capital wisely.
17 | P a g e
CORPORATE SOCIAL RESPONSIBILITY
EdelGive Foundation is an initiative of Edelweiss Capital Limited, one of India’s

leading financial services firms. We provide strategic direction to the philanthropic
activities of Edelweiss, its employees, clients and associates. Our key priority is to
create educational and livelihood opportunities for under-privileged youth. We
achieve this by bringing an investment banking and venture capital approach to the
social sector. By using the human, financial and intellectual resources from our
parent company, Edelweiss, we seek to enrich and broaden the impact of
entrepreneurial activities of non-profits in India.
+++EdelGive Foundation was formally registered as a Section 25 company in
May 2008.
18 | P a g e
PRODUCT AND SERVICES OF EDELWEISS CAPITAL
 Investment Banking
 Institutional Equities
 Asset Management
 Wealth Management
 Private Client Services
 Wholesale Financing
19 | P a g e
Investment Banking
Investment banking business is dedicated to providing corporations, entrepreneurs
and investors, the highest quality independent financial advice and transaction
execution. Professionals in Edelweiss offer a full range of services and transaction
expertise, including private placements of equity, capital raising services in public
markets, mezzanine and convertible debt, mergers and acquisition and
restructuring advisory services. Has a track record of successfully closing more than
100 transactions to date
Institutional Equities
Edelweiss Securities Ltd., a subsidiary of Edelweiss Capital Ltd., is the equities arm
of the Edelweiss Group. The company is a corporate member of both The Bombay
Stock Exchange and The National Stock Exchange of India Limited, providing equity
broking and research services, as well as marketing of equity related products,
including IPOs/FCCBs, to domestic and foreign institutional investors.
Assets Management
Edelweiss Asset Management offers a range of investment products and advisory
services across the risk return spectrum to individual and institutional investors.
EAM has a close focus on client requirements is the inspiration in designing
products which offer the best opportunity for asset growth with a constant focus on
risk and preservation of capital. The products are designed to provide our clients
with superior performance through market cycles by virtue of our deep
understanding of the equities markets and our analytical approach to risks and
return.
20 | P a g e
Wealth Management
It is a specialized profession where our experts combine their efforts to meet the
wealth planning, investment, and financial management needs of individuals,
families, family offices, or corporate. Edelweiss Wealth Management takes one step
closer to you, by providing an "all-in-one approach”. Advice on asset allocation and
thereby creating customized financial solutions for HNWIs, NRIs, Trusts and
Corporates. EWM offer’s advisory services on Structured Products, Portfolio
Management, Mutual Funds, Insurance, Derivative Strategies, Direct Equity, IPOs,
Real Estate Funds and Art Funds.
Private Client Brokerage

The Private Client Services Group at Edelweiss is focused on providing products,
strategies and services to High Net worth Individuals and Corporate Clients. We
have geographic reach through our Branches, Channel Partners & Investment
Consultants in over 19 locations in India. The PCG team has highly trained equity
professionals, who act as your Equity Advisor. ESL Equity Advisor proactively helps
to take informed investment decisions and build a healthy portfolio. Edelweiss PCG
team draw on the strong presence and industry leadership to develop a portfolio of
offerings designed to serve the spectrum of financial needs.
Wholesale Financing
Edelweiss Financing understands the needs and helps to meet liquidity
requirements. It offer’s various products and services to individuals and Corporates
with a close focus on client requirements while designing our products.
Over a period of time it has been offering short term loans against securities and/or
to buy new securities. It also provides finance for investment in primary market
issues. It helps promoters by financing against their share holding to meet their
business requirements, expansion of businesses and for diversification of the lines
of business. Edelweiss possess expertise in financing short and long term loan
facility, risk analysis, transfer and assessment besides a broad spectrum of services.
21 | P a g e
FINANCIAL GROWTH
3,000
2,500
2,000
1,500
1,000 Net Profit
500
0
22 | P a g e
EDELWEISS BROKING LIMITED

Introduction
Edelweiss is one of India’s leading retail brokerage houses and distributors of

financial products and services. Edelweiss Client Advisory Services or Edelweiss
Broking Limited, team is driven not just by the quality of the ideas, but also with
professional ethics and integrity. Takes pride in philosophy of offering advice which
is in the best interest of the clients. Emphasis on building long term relationship
ensures that, work closely with clients empowering them to gain from market
opportunities through online portal www.edelweiss.in
 EBL commenced its operations in May 2009.

 Have more than 40000 customers, in more than18 Locations across India.
SOME FACTS AND FIGURES ON EBL

Unique Visitors 7 Lakhs
Site Visits 25 Lakhs
Views 1 Crore
Hours spend on site 5 Hours
Average minute spend on site 7 Minutes
Sub-Broker Network 80
Volume of online trading daily 150 Crore
Client trading daily 1500
23 | P a g e
MAIN OBJECTIVE
 Is to provide clients with all the tools and services they need to reduce the
administrative burdens of managing money.
 Maximizing trading performance, building business, and attracting new
sources of capital.
DEPARTMENTAL HEADS
Satya Murthy
(Activation team
head)
Riyaz Ladiwala
Krishna Kachelas Kedar Deshpandey (Products and
(Dealing head) Operation)
(Retail Head)
Rahul Jain
(Sales head)
24 | P a g e
EDELWEISS RETAIL PRESENCE IN INDIA
Banglore Indore Nasik

Chennai Jaipur Pune
Dadar Kolkatta Lucknow
Delhi Ludhiana Chandigrah
Hyderabad Malad Vileparle
Noida Gurgaon Borivali
Vashi Thane Andheri
SWOT ANALYSIS
• Excellent Service •Customer Satisfaction

• Distribution network • Branding
• Marketing • Competition from Banks
• Ample number of Products
SWOT
• Increasing size of market
• Improving technology
• New competitors
• Unfulfilled needs of customers.
• Technology based business
• Increase in the number of
Internet users.
25 | P a g e
NEED FOR STUDY
The need for the study aroused as a result of companies failing to retain their
customers after giving them the DEMAT and Trading accounts. Most of the
companies are coming with a plan which suits the customer but they fail to offer the
service which has been promised while opening an account. There is a huge market
to be explored in India, so every business will be depended on the after sales
services offered and how the company is taking proper steps to retain their clients.
This is the most sensitive industry, so a proper care is needed “as it’s all about
money honey…!” Every customer may say that they are aggressive about the risk
still in the back of his mind he is not that much aggressive risk taker. He will be
looking after each and every penny he has put into the market. Customers usually
look after the following:
 Buy and sell calls made by the broker

 Tips and information from the broker
So if the calls go wrong, the customer is losing a huge chunk of money. So the broker
will be so cautions about the calls made. The calls are made through the thorough
analysis based on the fundamental as well as the technical analysis.
26 | P a g e
OBJECTIVES
 TO STUDY THE PRODUCT AND SERVICES OF

EDELWEISS
 TO EVALUATE THE CUSTOMER SATISFACTION

LEVEL
 TO EVALUATE THE AFTER SALES SERVICES OF

EDELWEISS
27 | P a g e
RESEARCH METHODOLOGY
RESEARCH DESIGN
The research design consists of exploratory research. Information was collected

through primary and secondary sources. Questionnaire was filled up by clients
through phone. Some of the questionnaire was filled by the clients who visited the
branch.
Sample size: 60 customers which included both subscription plan and standard
plan.
Sampling technique: Convenient Method
28 | P a g e
PRODUCTS AND SERVICES OF EBL
 DEMAT ACCOUNT’S
 ONLINE TRADING PORTAL
 OFFLINE TRADING
29 | P a g e
DEMAT ACCOUNTS
DEMAT account stands for Dematerialized account. It is an online account which is

used to store stocks and mutual funds in electronic format. Demat account allows
too buy, sell and transact shares without the endless paperwork and delays. It is also
safe, secure and convenient. It is just like a bank account where actual money is
replaced by shares. The person has to approach the DP’s (Depository Participants)
to open a Demat account. The shares bought and sold are adjusted in the Demat
account. Just like the bank passbook or statement, the DP will provide with periodic
statements of holdings and transactions. The demat account reduces brokerage
charges, enables quick ownership of securities on settlement resulting in increased
liquidity, avoids confusion in the ownership title. Eliminates risks associated with
forgery, counterfeiting and loss due to fire, theft or mutilation.
30 | P a g e
STANDARD DOCUMENT REQUIRE FOR OPENING A

DEMAT ACCOUNT
 PAN Card( mandatory)
 Three photographs
 Proof of residence (Address proof)
o Driving license
o Voter's ID
o Passport
o Photo credit card
o Photo ration card
o Utility Bill (Telephone, Electricity etc)
o Bank Statement
 Proof of identity
o Driving license
o Voter's ID
o Passport
o Photo ration card
31 | P a g e
PLANS OFFERED BY EDELWEISS
 STANDARD PLAN
 SUBSCRIPTION PLAN
 STANDARD PLAN
o Account opening Fees: 750/-
o Brokerage Details:
Delivery Intraday Futures Options
0.50% 0.05% 0.05% 2.50% or Rs. 100 per lot
o Annual Maintenance Charges : Rs 500
32 | P a g e
 SUBSCRIPTION PLAN
Equivalent Delivery Validity BR on crossing Equivalent

Plan Subscription Fees Turnover Limit Period Delivery Turnover Limit
Futures and
Delivery Intraday Cash
S01 Rs 1250 Rs 2,00,000 6 Months 0.45% 0.045%
S02 Rs2450 Rs 7,50,000 12 Months 0.40% 0.040%
S03 Rs 4950 Rs 18,00,000 12 Months 0.30% 0.030%
S04 Rs 9950 Rs 45,00,000 12 Months 0.25% 0.025%
S05 Rs 15000 Rs 90,00,000 12 Months 0.18% 0.018%
S06 Rs 50000 Rs 4,50,00,000 12 Months 0.13% 0.01%
S07 Rs 1,10,000 Rs 12,50,00,000 12 Months 0.10% 0.01%
S08 Rs 1,11,111 Rs 20,00,00,000 3 Months 0.10% 0.01%
o Brokerage Details:
Delivery Intraday Futures Options
1 paisa per share 1 paisa per 10 share 1 paisa per 10 share 1/- Re per Lot
o Annual Maintenance Charges : Nil
33 | P a g e
VALUE ADDED SERVICES FOR THE SUBSCRIPTION

PLAN
• Free subscription to Xpress – Web-based Trader Terminal Screen
• Quarterly meeting with analyst
• Invitation to participate in select EW conferences and seminars
• Fundamental research reports from Edelweiss' coverage of client's choice and the
updates on those stocks
• Client profiling and investment need analysis
• Special analytical reports as published by Edelweiss from time to time, which suit
the client's profile and requirement
• Weekly call on products that suit client profile
34 | P a g e
ONLINE TRADING PORTAL
35 | P a g e
WHY EDELWEISS. IN?

o Comprehensive analysis of investment objectives.
o Tools for planning and evaluating investments.
o Stocks, derivatives, IPO, MF.....All in one platform.
o Customized investment strategies.
o View all assets under one detailed portfolio.
o Financial research on fingertips.
KEY FEATURES OF EDELWEISS. IN

o Integrated Online and Offline Trading
o Simple, Clean Buy/Sell Pages
o Single Click Execution
o Xpress
o Instant Fund transfer
36 | P a g e
THE TRADING PORTAL OF EDELWEISS:
 The opening page of an online trading portal, which gives a glance of contents
in the trading portal. This includes Trade, My Edelweiss, Markets, Research,
Strategies and Online Registration. So this helps the client to enter the site
without any hassle and as there is no advertisement pop ups in this site, it
makes the site even more attractive.
37 | P a g e
LOGIN PAGE
o The client will be provided with the login id and password at the time of signing
the demat and online trading form, but will only be able to trade after getting the
accounts activated. It takes 5 days to get the account activated. Two round of
verification has been done on a single form by the verification team of Edelweiss.
In every 14 days the client has to reset the password as the security reason.
38 | P a g e
TRADE PAGE
39 | P a g e
 The trading Page includes:
COMPANY NAME:
Enter any company name to buy or sell. Information on the company is also
provided on the page.
ORDER TYPE:
An order is of two type, market order and limit order.
MARKET ORDER:
When the transaction happens at current Market Price, i.e. buy or sell at market
price.
LIMIT ORDER:
It is a price the client specify, at which the order should get executed. If the price
that client specified in limit price is reached then the order is executed. The limit
price may be close to market price.
PRODUCT TYPE:
Product is of 2 types:
 Intraday
 Delivery.
40 | P a g e
INTRADAY:
In Intraday only Margin money, which is a small percentage of the total trade
amount for each stock, is blocked for the trade giving you a leverage of many times.
Intraday trade is only an in business hour that means client can't carry the stocks
that he buy/sell and have to square off at the end of same day.
DELIVERY:
Client can hold delivery of the stock for any number of days and buy/sell anytime. In
delivery client can't sell a stock which he/she don't hold. The entire trade amount
gets blocked as opposed to only margin money in intraday type.
DISCLOSED QUANTITY:
This is quantity out of client total quantity that he/she want to disclose to others
traders in the game.
LIMIT PRICE:
When client select a Limit Order, client can specify the price at which client want the
trade/ transaction to get executed.
STOP LOSS TRIGGER PRICE:
In case of a Limit order, that is, client may specify a price at which the order gets
executed. Stop loss trigger price is a limit at which client want to stop their loss and
order to get reversed.
41 | P a g e
 The major advantage for the client is that, if the customer who is having the
account with any of the banks like Axis Bank, HDFC Bank, ICICI Bank, Kotak
Mahindra Bank or Yes Bank the pay in and pay out process becomes easy. The
Edelweiss is having a direct tie up with these banks, so the transaction processes
become hassle free. If he client is not having the account with any of the bank
mentioned, the client has to give the margin cheque, through the agents and will
be credited to the clients trading account in next two days. Edelweiss is also
providing a Yes Bank (Zero balance) saving account with the trading account.
42 | P a g e
PAY IN/PAY OUT
 Pay in and pay out helps the clients to make the transaction easy. The client can
transfer or withdraw the money from his/her trading account with a single click.
There is no transaction charges been taken from the clients having account with
associated banks.
43 | P a g e
MARKET WATCH
 Market watch window which helps the client to have a regular watch on his
preferred scrip’s. The advantage of this window is that, you can execute the
action whenever you needed. Client doesn’t have to go to any other tab to
buy/sell the shares. Can be executed through this tab itself.
44 | P a g e
Xpress
• Live trading terminal at your desktop.
• Can create a watch list as per client’s choice of stocks and place a quick
order from screen itself.
• Basket Order option is also available in the same, which help the client to
buy shares in a lot.
• Alerts on the stocks and indices shows as the pop up while trading.
45 | P a g e
EDELWEISS IN YOUR MOBILE…!
o The Edelweiss Mobile website offers :
o Instant market updates
o All company stock quotes
o Smart financial snapshots
o Trading strategies
o Portfolio tracker
o Equity watch list
o Global Indices update.
o Place orders to buy and sell
46 | P a g e
USP OF EDELWEISS. IN
BASKET ORDERS
 Edelweiss Smart Investment Baskets are based on quantitative analytical

models back tested on stocks over a period of 8 years. Quantitative models
have been conventionally used by financial institutions for recommendations
to institutional investors & for the first time these baskets are being offered to
retail investors by Edelweiss. It is useful for players who want to place
multiple orders at one go.
 Selected the best stocks based on the parameters with defined investment
horizon and the results have been found to be statistically significant. All the
portfolios have 10 stocks each. The stocks in the portfolio have equal weights.
Entire portfolio of 10 stocks need to be bought as the back testing results are
valid for the entire portfolio. The portfolio will be released after every earning
season i.e. at the beginning of Aug, Nov, Feb and May. The portfolios can be
purchased within 5 trading days of the release. For tracking and reporting
purpose the entry price is considered to be the LTP of the day prior to release.
47 | P a g e
RESEARCH
 Gets research reports on companies, markets and economy that is relevant to

current portfolio and investment profile. The research is done over 125
companies across 16 sectors.
 Client will be getting 7 research reports daily tracking Indian Corporates and
markets.
48 | P a g e
STRATEGIES
 Strategies based on investor risk profile, duration, preference

 Weekly, daily fundamental and technical calls
 Pick of the week stocks for short term investment
 Single click execution of the strategies
Unique Offerings:
 Quant based strategies – only trading site to do so
 Edelweiss style analysis based on value, growth and momentum
factors
49 | P a g e
OFFLINE TRADING
o Offline trading has lost some popularity but it is still remains as the back bone of the
Indian Share market.
o One of the major advantages of offline trading is that the occurrences of the
mistakes are less compared to online trading.
o The customer will be getting experienced hands to handle the trading, so this will
help to boost the confidence level of trader to invest in the stocks without any
dilemma.
50 | P a g e
HOW EDELWEISS IS DIFFERENT?

After opening an account Edelweiss, the customer will be provided with
 DEALER
 RELATIONSHIP MANAGER
 DEALER
Duties of the dealer:

o Places order as per the request from the clients.
o Takes selling order from the clients
o Gives tips and information about the scrip’s and stock markets.
o Daily or weekly calls will be made to the clients
o Have to keep constant contact with the clients.
 RELATIONSHIP MANAGER
RM acts as a supporting hand for the dealer. If he dealer is not able to handle any
situations, he will seek the help of the RM to resolve it. If there is any complaints
from the clients end regarding the services or any other, the RM will be responsible
for handling the issues. The RM will be in a constant contact with the clients.
51 | P a g e
FINDINGS AND ANALYSIS
I. How you came to know about the Edelweiss?
 Edelweiss is getting its clients through its agents itself as it has the strong
agent base. They mostly get the reference from the existing clients as the
agents keep the good relations with their clients.
52 | P a g e
II. How do you normally interact with Edelweiss?
 Most of the Edelweiss client interacts through phone with the Dealers or RM as
the conversation is recorded. The client feels more secure while placing an order.
53 | P a g e
III. Which one you trade frequently?
 The majority of the clients deal with delivery as they feel that this is
more risk free.
54 | P a g e
IV. How long have you been having a demat A\C with Edelweiss?
 Most of the clients are having only less than 3 months experience with
Edelweiss.
55 | P a g e
V. Problems faced while opening an A/c with Edelweiss?
 Most of the customers are satisfied with the A/c opening process of
Edelweiss.
56 | P a g e
VI. How often do you contact with Edelweiss?
 Most of the client haven’t contacted with the Edelweiss after opening A/c.
57 | P a g e
VII. How will you rate the Demat services provided by Edelweiss as?
 Clients are having a good response towards the demat services of Edelweiss.
58 | P a g e
VIII. Do you have Demat account with any other firm?
 Out of 60 samples only 2 clients are having an account with some other
broking firms.
59 | P a g e
IX. How will you rate the online trading portal provided by Edelweiss?
 Response from the client about the online trading portal was good.
60 | P a g e
X. Do you feel any complexity in using the online trading portal of Edelweiss?
 Most of the clients are not having any hassle with the portal as the website is
clear. The site is free from advertising pop ups.
61 | P a g e
XI. If you haven’t traded, are you getting any calls from the Edelweiss to Trade?
 In between all the goodness about the services, the Edelweiss is lacking to
take initiative to make the client trade after taking a trading account.
62 | P a g e
XII. How will you compare the services provided by Edelweiss with other
competitors?
 Most of the clients are satisfied with the services provided by the Edelweiss
63 | P a g e
XIII. Buy/Sell calls provided by the Edelweiss compared to competitors?
 The calls made by the Edelweiss are helping the clients to earn the returns on
their investment. The clients are having a good response regarding the call
made.
64 | P a g e
XIV. How do you make your investment decisions?
 Most of the investment decisions made by the investors are based on the tips
and information from the brokers.
65 | P a g e
XV. Are the Researches and Strategies provided by the Edelweiss helpful to you
for taking the buying/ selling decisions?
 Most of them are satisfied with the researches and strategies provided by
Edelweiss which helps them earning good return.
66 | P a g e
XVI. Was there any offers provided to you by edelweiss after opening an A/C?
 Edelweiss is not providing any offers to clients after opening the account.
From the response of the client, came to know that there should be some
offers to be given.
67 | P a g e
XVII. How you rate the after sales services provided by the Edelweiss?
 Clients are happy with the after sales services provided by the Edelweiss.
68 | P a g e
XVIII. How you rate the services of relationship manager provided to you by
Edelweiss?
 The client has given an excellent feedback about the RM services.
69 | P a g e
XIX. Any suggestion from your end to improve our services?
 Most of the clients are satisfied with the services of Edelweiss. From the
response we can come into a conclusion that Edelweiss is having a good
show.
70 | P a g e
 From 60 respondents 23% clients hasn’t been traded yet. Edelweiss is lacking in
making the account holders to trade.
71 | P a g e
RECOMMENDATIONS AND SUGGESTIONS

 No initiative has been taken by Edelweiss to encourage the client who hasn’t
traded for too long. There should be a timely call from the Edelweiss end to
encourage the clients to trade.
 There should be some offers or discounts to be given to the existing clients which
will encourage them to trade in huge volumes.
 The turn over limit shouldn’t be there for futures. There should be a different
plan mainly concentrating on futures and options other than the subscription
plan.
 Regular training should be given to the agents to get updated with the recent
market scenario.
 Personality development activities should be provided to the agents, so that they

will find more confidence in meeting clients.
 Edelweiss has to give more attention on building the “brand” among the
investors.
 There shouldn’t be any delay in collecting the margin cheque from the clients.
72 | P a g e
LIMITATION OF THE STUDY
 Time was the main constrain in my project.
 Non availability of data.
 Language Barrier.
73 | P a g e
CONCLUSION
When we check the overall performance of the EBL, we can identify that the services
provided by the Edelweiss is of more value than its competitors. Edelweiss is setting
a standard by providing good plans to its clients. Only lacking area is the after sales
service, I am sure that Edelweiss will have a close look on the same and will resolve
all the issues.
74 | P a g e
BIBLOGRAPHY
http://business.mapsofindia.com/india-company/top-10-brokerage-firms.html
http://www.researchandmarkets.com/reports/354853/indian_retail_brokerage_m
arket_an_analysis.htm
http://www.dnb.co.in/equitybroking/industry%20insights.asp
http://www.mydigitalfc.com/stock-market/edelweiss-launch-retail-broking-
business-096
http://www.edelcap.com/ClientAdvisoryServices/default.aspx?Reportid=16A0F56
7-8AE1-4075-A3DF-B39BD08D92C7
http://www.edelcap.com/
http://www.articlesbase.com/article-tags/stock-trading-in-india
http://www.sharebrokers.info/list_of_share_brokers_in_india.html
http://www.articlesbase.com/investing-articles/online-stock-trading-in-india-
revolutionizes-the-stock-market-1482098.html
http://www.articlesbase.com/investing-articles/share-and-stock-trading-in-india-
835391.html
http://www.articlesbase.com/investing-articles/the-emergence-of-the-stock-
markets-in-india-328446.html
http://www.articlesbase.com/investing-articles/stock-trading-tips-its-time-to-
getting-richer-1473366.html
http://www.articlesbase.com/currency-trading-articles/online-stock-trades-
advantages-and-alternatives-2312429.html
http://www.edelweiss.in/
75 | P a g e
QUESTIONNAIRE
1. How you came to know about the Edelweiss?
a. News paper
b. Agents
c. Internet
d. Magazines
2. How do you normally interact with Edelweiss?
a. Personally
b. Telephone
c. Fax
d. Internet
3. Which one you trade frequently?
a. Delivery
b. Intra-day
c. Futures
d. Options
4. How long have you been having a demat A\C with Edelweiss?
a. 12 months
b. 9 months
c. 6 months
d. Less than 3 months
5. Problems faced while opening an A/c with Edelweiss?
a. Time consuming
b. More paper work
c. Verification
d. None of these
76 | P a g e
6. How often do you contact with Edelweiss?
a. Daily
b. Weekly
c. Monthly
d. Haven’t contacted yet
7. How will you rate the Demat services provided by Edelweiss as
a. Excellent
b. Good
c. Fair
d. Poor
8. Do you have Demat account with any other firm?
a. India Info line

b. None
9. How will you rate the online trading portal provided by Edelweiss?
a. Excellent
b. Good
c. Fair
d. Poor
10. Do you feel any complexity in using the online trading portal of Edelweiss?
a. Yes
b. No
c. Haven’t used yet
11. If you haven’t traded, are you getting any calls from the Edelweiss to Trade?
a. Yes
b. No
c. Haven’t traded yet
77 | P a g e
12. How will you compare the services provided by Edelweiss with other
competitors?
a. Excellent
b. Good
c. Fair
d. Poor
e. Haven’t used yet
13. Buy/Sell calls provided by the Edelweiss compared to competitors?
a. Excellent
b. Good
c. Fair
d. Poor
e. Haven’t used yet
14. How do you make your investment decisions?
a. Fundamental Research
b. Charts / Technical Research
c. Tips & Information from Brokers
d. Tips & Information from Internet/ Web Sites/ Magazines/
Friends/Colleagues
e. Not uses any tips
f. All
15. Are the Researches and Strategies provided by the Edelweiss helpful to you
for taking the buying/ selling decisions?
a. Yes
b. No
78 | P a g e
16. Is there any offers provided to you by edelweiss after opening an A/C
a. Yes
b. No
17. How you rate the after sales services provided by the Edelweiss?
a. Excellent
b. Good
c. Fair
d. Poor
18. How you rate the services of relationship manager provided to you by
Edelweiss?
a. Excellent
b. Good
c. Fair
d. Poor
e. Haven’t used the service
19. Any suggestion from your end to improve our services?
a. Buy/Sell Call
b. Online Trading portal
c. Quick opening of A/c
d. Brokerage
e. Relationship Managers
f. No suggestions
79 | P a g e
80 | P a g e

Project Report Finalized 1

Transféré par

Informations du document

Copyright

Formats disponibles

Partager ce document

Partager ou intégrer le document

Options de partage

Avez-vous trouvé ce document utile ?

Ce contenu est-il inapproprié ?

Droits d'auteur :

Formats disponibles

Project Report Finalized 1

Transféré par

Droits d'auteur :

Formats disponibles

EVALUATE THE CLIENT SATISFACTION LEVEL 2010

THROUGH THE AFTER SALES SERVICES OF EDELWEISS

A PROJECT DONE AT EDELWEISS CAPITAL.

SUBMITTED IN PARTIAL FULFILLMENT OF THE REQUIRMENTS

UNDER THE GUIDANCE OF DR. M. UDAYAKUMAR

DCSMAT BUSINESS SCHOOL

I express my deepest gratitude to Dr. M.Udayakumar (Faculty of Finance – D C

I am also very much grateful to Brig: Ashok Kumar (Director – D. C Business

Lijo Eipe John

This is to certify that the project entitled “SATISFACTION LEVEL OF CLIENTS

Faculty Guide: Dr: M. Udayakumar Director: Brig: Ashok Kumar

The affirmation pushes a positive thought where a seamless financial growth is on

PRODUCT AND SERVICES OF EDELWEISS CAPITAL 21

INTRODUCTION ON EDELWEISS BROKING LIMITED 25

NEED FOR STUDY 29

PRODUCT AND SERVICES OF EDELWEISS BROKING LIMITED 32

FINDINGS AND ANALYSIS 55

RECOMMENDATIONS AND SUGGESTIONS 74

LIMITATIONS OF THE STUDY 75

 In India, the two major broking indexes are:

 SEBI is the regulator for the securities market in India

 The brokerage firms primarily work

 As an agents for buying and selling of securities.

 Earn commission for each of the transactions.

LIST OF MAJOR INDIAN BROKERAGE COMPANIES

KOTAK SECURITIES LIMITED

KARVY STOCK BROKING LIMITED

INDIA BULLS, IL&FS INVESTMART LIMITED

MOTILAL OSWAL SECURITIES, RELIANCE MONEY

ANGEL BROKING LIMITED

WHY SHARE BROKING INDUSTRY IS TOO HOT…..?

 Fall in brokerage fees

Technological advancement also paved a way to increase the interest towards

 The ability to provide margin finance.

 One of India’s leading integrated financial services conglomerates.

 Incorporated on 21st November 1995

 Employs about 1200 employees

 Operates through 65 offices in 21 cities in India.

 Listed company since December 2007 under the symbols

 A conglomerate of 46 entities including

Edelweiss, a rare flower found in Switzerland. A graphic flower that represents

Mar 1999 Dec 2006 Mar 2007

Mar 2004 Mar 2006 Mar 2008

Oct 2005 Mar 2009

Edelweiss is driven by the emphasis we place on building long-term relationships

We focus obsessively on delivering high quality execution through our experienced

Edelweiss fosters a culture that is entrepreneurial and results-driven and that

We place a strong emphasis on confidentiality, honesty and integrity in our business

SENIOR MANAGEMENT TEAM

Rashesh Shah, Chairman & CEO

Venkat Ramaswamy, Executive Director

Deepak Mittal, Chief Financial Officer

Himanshu Kaji, Group COO & Head - Strategy

Rujan Panjwani, President & Co-head - Asset Management

Vikas Khemani, Executive Vice President & Co-Head - Institutional Equities

Ravi Bubna, Executive Vice President & Co-Head - ECL Finance

 We will be a Thinking Organization. We will constantly bring ‘thought’ to

 We will operate as a Partnership, internally and externally. Though individuals

 We will focus on Growth for our clients, employees and shareholders.

 We will respect Risk. Our business is going to be a constant challenge of

CORPORATE SOCIAL RESPONSIBILITY

EdelGive Foundation is an initiative of Edelweiss Capital Limited, one of India’s

+++EdelGive Foundation was formally registered as a Section 25 company in

PRODUCT AND SERVICES OF EDELWEISS CAPITAL