Summer Training Report

A STUDY
ON
ANALYSING CUSTOMER SATISFACTION TOWARDS
SUBSCRIPTION SERVICE OF OUTLOOK MAGAZINES

Submitted in partial fulfillment of the requirements

For the award of the degree of
MASTERS OF BUSINESS ADMINISTRATION (MBA)
To
Noida Institute of Engineering and Technology, Greater Noida
Guide: Submitted by:
SHWETA NAYYAR VISHAL GUPTA

Roll No.:1813370075

New Delhi – 110029

2018-20
 Certificate
I Mr. VISHAL GUPTA, Roll No.1813370075 certify that the Summer Training Report MBA
“A STUDY ON CUSTOMER SATISFACTION OF OUTLOOK MAGAZINES” is done by me
and it is anauthentic work carried out by me at Outlook Group Pvt Ltd. . The matter
embodied in this has not been submitted earlier for the award of any degree or
diploma to the best of my knowledge and belief.

Signature of the Student: VISHAL GUPTA

Certified that the Summer Training Report

CONSUMER BASED AND FUTURE ASPECTS OF MAGAZINE
VISHAL GUPTA 1813370075, is completed under my guidance.
Signature of the Guide:
SHWETA NAYYAR

Countersign
Director/Project Coordinator
 ACKNOWLEDGEMENTS
I take great pleasure to thank and acknowledgement the permission and allowance by
Mr. Anuj Chabbra , Team Leader, Outlook Group Magazines, Safdarjung Enclave,
New Delhi and his help and inspiration provided. Their guidance at every stage of the
Project enabled me to successfully complete this project which otherwise would not
have been possible without their constant encouragement and motivation, without
the support it was not possible for me to complete the report with fullest endeavor.
I would also like to extend my thanks to my College Faculty Member
SHWETA NAYYAR and all my colleagues in the Company who supported me in carry
out my operation successfully and generously and provided me vital information/
training regarding my project objective.

Noida Institute of Engineering and Technology, Greater Noida

SUMMER TRAINING & REPORT WRITING: MBA

 CONTENT
S.NO TOPIC
1. INTRODUCTION OF TOPIC

2. INTRODUCTION OF COMPANY

•PRODUCT RANGE OF COMPANY

•SIZE OF ORGANIZATION
•ORGANIZATIONAL STRUCTURE
•POSITION OF COMPANY
•NATURE OF COMPANY

3. SCOPE OF STUDY

4. OBJECTIVE

5. LITRATURE REVIEW
6. METHODOLOGY

7. ANALYSIS

•Functional Analysis
•S.W.O.T ANALYSIS
•DATA ANALYSIS

8. FINDINGS

9. RECOMMENDATION

10. CONCLUSION

11. REFERENCES

12. QUESTIONNAIRE
 INTRODUCTION OF THE TOPIC
In today’s competitive world Management Interns have to put rigorous hard work to
survive in the business world. They should be well groomed and well acquainted with
functioning of the corporate world. The two months Industrial Training is an integral
part of business Program, aims to provide the business students with an adequate
exposure of the various operation that are taking place in an Industry.
I, as a Management intern was engaged with OUTLOOK Group, New Delhi. I worked in
a Subscription Division for two months. It was a very educative and professional
experience and thereby gaining a practical overview of the corporate work culture.
 INTRODUCTION OF THE COMPANY

A Rajan Raheja Group

Mr.Rajan Raheja is the owner of OUTLOOK group
Date of Establishment: October 1995
Headquarter Address: AB-10, S.J. Enclave,
New Delhi - 110029, India
Ph no:-011-26191421
E-Mail Address:- yourhelpline@outlookindia.com
Website Name:- www.outlookindia.com
Branches : Mumbai, Kolkata, Chennai, Bangalore and
Hyderabad
 MANAGEMENT TEAM
NAME DESIGNATION

Suresh Selvraj Vice President

Indranil Roy Vice President
Alok Mathur Assistant Vice President
Anup Dwivedi General Manager, Production & Systems

Vidya Menon General Manager, Advertising

Gaurav Vashisht Deputy General Manager
Himanshu Pandey National Head, Business Development

Alex Joseph National Head, Retail

Gitanjali Singh National Head, Marketing
PRODUCT RANGE OF
COMPANY

OUTLOOK: In October 1995,group company hath way

investment private limited entered in the print media.
Outlook, a weekly newsmagazine headed by Vinod
Mehta, galvanized a sluggish market reeling under the
impact of satellite TV. Outlook quickly carved a
significant niche for itself among discerning readers who
value its in-depth, investigative reporting as well as its
stylish visual format. Known to be fiercely independent, Outlook has shaken the establishment
on events ranging from Kargil to Kashmir to cricket, sensitized the reading public to important
issues like big dams, education and gender, and provided an unremitting focus on South Asian
geopolitics. Today, Outlook is the preferred magazine of 1.5 million readers in India, and sells
more than 11.2 million copies over the year.
OUTLOOK MONEY: In July 1998, the Group launched "Intelligent Investor" re-
christened as "OUTLOOK MONEY" as of 30-Nov-2002, India's first personal finance
magazine, which offers sound strategies for the lay investor, especially the growing
segment of salaried middle and upper middle-class and self-employed professionals.
Its message is clear and simple: 'Invest well, borrow wisely, spend smartly'. Evidently,
that message has gone down well: the magazine sold upwards of 1,00,000 copies a
fortnight within a year. One of its distinguishing characteristics is that about 93 per
cent of readers retain all past issues of Outlook Money.

OUTLOOK TRAVELER: Outlook Traveler is a monthly magazine from the stable of

Outlook Publishing India Pvt. Limited and the only significant magazine aimed at the
travel reader. Every month since June 2001 OT has introduced readers to the wonders
of unknown destinations while also encouraging travelers to take a fresh look at
familiar places. Whether people are planning a holiday, or simply dreaming of one,
Outlook Traveler continues to take them closer.
OUTLOOK BUSINESS:-, in the true tradition of the OUTLOOK group, has as its aim no less
an objective than the complete rewrite of what has been tried by the way of business
journalism in the magazine space. Targeted at decision makers, the product focuses on
important business issues and developments with a view to providing clear takeaways –
impact and implications for decision-making. A holistic approach ensures all influences on
business: economic, political, and markets driven are examined.

OUTLOOK GEO:-
Its India debut with GEO, its premium science and geography magazine. The magazine
was launched under a licensing arrangement with the OUTLOOK Group in India and
positioned as family magazine. The OUTLOOK Group says that there is a big market for
knowledge magazines in India and GEO will help the Group in increasing its market share.

OUTLOOK CARRIER:-
It gives you an all around perspective on the latest career trends, fresh avenues,
admission alerts, careers , courses and updates your general knowledge with the literacy
rate of different states and courses offered by colleges in these states. This magazine
contains well researched information for the youth and young professionals, which may
help them in taking decisions related to their careers.
OUTLOOK PEOPLE:-
The OUTLOOK Group has reached an agreement with U.S. based publishing
company Time Inc. to bring ‘People’, one of its most successful and popular
editorial products to India in 2008. Time Inc. which is the largest publisher in
the U.S. and U.K, redefined personality journalism in 1974 with ‘People’
magazine and its unique mix of news and lifestyle features. Every week the
‘People’ brand reaches 43 million readers with latest news, exclusive interviews
and in-depth reporting on the most compelling people of our time..

MARIE CLAIRE:-
MC is French magazine and being promoted by different group in different
countries and in India it is being promoted by OUTLOOK Group with Indian
edition, best magazine for those who want to update themselves with latest
fashion & trends. Mostly women and girls, who are linked with fashion,
subscribe this magazine. MC is considered as women brand with a punch line,
‘let me be me’.
 Size of Organization
Turnover of the company:-
Over Rs. 86 billion ($ 2.1 billion)
Total capital employed:-
Over Rs. 57 billion ($ 1.4 billion)
Total Employees:-
19,000
Organizational Structure of the Outlook
Company
VICE PRESIDENT

ASST VICE PRESIDENT

ORGANIZATION HIERARCHY GENERAL MANAGERS

Mr. RAJAN RAHEJA Net Worth:$950 million

Mr. VINOD MEHTA – Editor-in-chief (OUTLOOK
DY GENERAL MANAGERS
Magazines)
NATIONAL HEADS

REGIONAL MANAGERS

SENIOR MANAGERS
 MANAGEMENT AND STAFF
EDITOR IN CHIEF Vinod Mehta
PRESIDENT& PUBLISHER MaheshwerPeri
EXECUTIVE EDITOR BishwadeepMoitra
FEATURES EDITOR Nandini Mehta
FOREIGN EDITOR Ajaz Ashraf
BUSINESS SunitArora
EDITOR
SENIOR EDITORS AjithPillai , Anjali Puri
POLITICAL EDITOR Smita Gupta
BUREAU CHIEF Saba NaqviBhaumik
BOOKS EDITOR Sheela Reddy
DEPUTY FOREIGN EDITOR SeemaSirohi
ASSISTANT EDITORS Namrata Joshi
SENIOR SPECIAL CORRESPONDENT Anuradha Raman

SPECIAL CORRESPONDENT SaikatDatta, Nivedita

CORRESPONDENTS ShrutiRavindaran
 BUSINESS OFFICE
VICE PRESIDENTS Suresh Selvaraj

ASST VICE PRESIDENT AlokMathur

GENERAL MANAGERS AnupDwived

DY GENERAL MANAGER Gaurav Kr. Vashisht

NATIONAL HEAD Himanshu Pandey

REGIONAL MANAGERS AnandShirali, Arokia Raj

SENIOR MANAGERS B.S Johar, KabirKhattar

ASSOSIATE MANAGERS Bobby Mathews, Chetana Shetty

HEAD OFFICE
AB-10 S.J. Enclave, New Delhi – 110 029
Tel: 26191421; Fax: 26191420
 Market Share of the Magazine
India Today – 15 %
Outlook English – 4%
Fortune – 1.40%
The Week – 2.48 %
 Position of the company
Our company is one of the leading companies in the magazine
industry. We have wide range of magazine products which
have strong position in the market. So the present status of
the Organization is very strong in the Market.
We are the pioneers of magazine Industry, we produce the
best of the selling magazine not only in India but all over the
world.
Outlook group is known as the best renowned group among
the other publishing companies. It have the widest range in
magazines for better choice of consumer, according to their
taste
People with whom we interacted
during the summer training

Marketing head – Himanshu Pandey

Group leaders- Bhaskar Sharma , SandeepSona
People in Training Supervisor Team- Mona kumari ,
Murtaza , Ahmed
Team leader – Anuj Chhabra
 Nature of the company
Outlook is an Indian weekly and monthly newsmagazine in
publication since October 1995.
Mr. Vinod Mehta has been the founding editor-in-chief. Since its
inception, investigative reporting has been the forte of the
magazine. Outlook has also spawned the specialized magazines
Outlook Traveler, Outlook Money, Mand the Hindi Outlook .
Outlook has been famous for many of it's sensational stories like the
"Kargil Bungle" and the "Match Fixing controversy" but many view its
editorial tilt as being against the right like the RSS , often highlighting
opposing sections in negative light. Outlook is part of the
RajanRaheja Group which made its beginning in the construction
business and after building a huge presence in the realty market, the
Group diversified laterally into manufacturing, financial services and
media.
The magazine division of Outlook consists of :
Outlook, Outlook Money, Outlook Traveler, Outlook Sapthahik,
Outlook Business and Delhi City Limits. It has recently taken
over the Sales & marketing of Newsweek, an international
newsmagazine and Marie Claire, an international women’s
magazine.
Outlook, a weekly newsmagazine has been instrumental in
providing wide range of news and
information. It also has magazines including Outlook Money,
Outlook Traveler and Outlook Saptahik under its umbrella. As a
part of web media, it has launched websites like
outlookindia.com outlooktraveller.com and outlookmoney.com.
It caters to a base of 1.5 million readers in India and sells more
than 11.2 million copies annually.
The observations of the Markets studied for the sale of
Newsweek was that Time and Newsweek have a similar sales
pattern and the POP display was maximum from the Outlook
Group.
 Scope of Summer Training & Report Writing

The Company/firm where you will be doing your summer training is

“OUTLOOK GROUP”. The report of the summer training is to be compiled under the
following chapters as per details given in Academic Circular 4/2008(Revised):
(a) Profile of the Firm/Company
(b) SWOT Analysis of the Company
(c) Functional Analysis of Key Functional Areas of the Company
(d) Lessons Learnt

Each student is to collect material on the aspects as mentioned above and

in Academic Circular 4/2008 (Revised) related to the Company, compile and
arrange it in cogent manner.
One copy of the report is to be submitted to the respective guide as per the schedule given in the
following paragraph.

Schedule & Evaluation Scheme

To be Completed Activity Marks Remarks

by Date Allotte
d
D+5 Days Submission of Firm/Company’s Name - -
where the student intends doing summer
training.
D+6 Days Commencement of Summer Training -
Between D+36 Mid-term Review: Submission of work done 10 Ref Appendix of
to D+40 Days in first four weeks-complete Chapter-1. Academic Circular
4/2008 (Revised)
Between D+65 Submission of Draft Report to the 10 -do-
to D+70 Days respective guides.
Between D+75 Discussion with guides and return of -
to D+80 Days corrected report.
D+85Days Submission of Final Report (One hard copy 10
& CD) to the respective guides.
Between D+88 Viva & Presentation to the internal 20 A Power Point or
to D+92 Days Committee. OHP based
presentation.
As notified by the External presentation & Viva before the 50 -do-
University external examiner.
Total Marks 100

D= Last Date of Term End Exams. Exact dates are to be notified by the Prog Director.
 OBJECTIVE
The objectives for summer training and report writing are:

 Work & gain knowledge of real business environment,

 Analyze how theoretical concepts taught are applied/not applied
in real situations
 Analyze best practices of a company/industry in different
functional areas
 Enhance analytical & application abilities of students, and
 Develop skills in technical report writing through data collection,
data analysis, data presentation and draw lessons cogently
vis-à-vis a given firm or company.
LITRATURE REVIEW
(distribution channel)

2 WAYS OF DISTRIBUTION

SUBSCRIPTION (division contributes 20% revenue)

RETAIL(division contributes 30% revenue)

In case of subscription, magazines are delivered at readers doorsteps

through courier in top 10 cities of INDIA like Delhi, Mumbai, Chandigarh,
Ahmedabad, Chennai, Kolkata, Lucknow, Hyderabad , Bangalore , Pune and
other places magazines are delivered through speed post.

In case of retailing, the magazines are printed in noida and the number
of copies or the print order depend upon the requirement of various
retail points.
RESEARCH
METHODOLOGY
Research design: quantitative research
method
Data collection method & tools:-
 Primary data: questionnaire & personal
interview
Secondary data: previous records from
office , internet.
Same size: 100 subscribers from Delhi
region
Sampling technique: convenient sampling
 Sources of Data Collection
There are 2 sources of data collection,
i.e Primary Source and Secondary Source of data.
1. Primary source:
Data was collected through questionnaire,. The
questionnaires were carefully designed by taking into account
the parameters of the study.
2. Secondary source:
Secondary data source used for data collection were media.
It is the data which has been collected by individual or
someone else for the purpose of other than those of
particular research study. or in other words we can say that
secondary data is the data used previously for the analysis
and the results are undertaken for the next process
Functional Analysis of the Company
OBJECTIVES
To study customer satisfaction level of outlook magazines.
To understand the concept of customer satisfaction.
To identify new segments and listing out potential
customers.
To check the process of delivering the magazine to the
subscriber within 25 days of subscription.
To analyze & interpret the deal on bond.
FUNCTIONAL DEPARTMENTS OF THE COMPANY
Marketing is very necessary for every organization. It helps organizations in
determining what product and services may interest customers and also
strategies for use in product development, sales and promotions.
The Project “STUDY OF OUTLOOK SUBSCRIBERS’ SATISFACTION” is an
attempt to find out the factors and causes which affect the degree of
satisfaction among the customers of Outlook Magazines. In this tough time
of competition magazines industry is going a long way in developing,
formulating and implementing promotional strategies to cope up with this
tough competition. Though there are many aspects which can be
improvised in the services of Outlook magazine. Strategies are formulated
not only keep up with cut throat competition but also to meet the highly
volatile consumer preferences.
There are several factors which influences the purchase. These factors may
be internal and external as well. Internal factors include perception towards
the thing, knowledge about product, purchaser’s attitude, lifestyle,
motivational status etc. Motivation is the driving force which comes into
play when customer has better experience with the product.
This leads to the repurchase decision of the customer.
Whereas external factors include culture, group or peer
influence, the situation in which purchase is made etc.
Questionnaires were prepared and market survey was
conducted and then evaluation of primary data is done.
The analysis revealed that there are some factors e.g. the
customer perceived value and value preposition when meets
leads to customer satisfaction .If that is consistent then leads
to customer loyalty .That is the key factor of customer
retention etc. which affect the purchase of magazines of
Outlook group.
It also revealed the fact that there is a small opportunity of
improvement in the area of quality of content and
promotional schemes. The customers agreed upon the fact
that gifts are good in quality but they added that these
promotional schemes can be more attractive.
 S.W.O.T ANALYSIS OF THE
COMPANY
STRENGTHS WEAKNESS
Well organized and experienced staff Price of some magazines is high.
. Innovative and customer oriented Customer perception that outlook serves
products. to a political party.
Direct approach to the customer
Customer satisfaction.
Strong distribution network
Efficient and fast delivery system.

OPPORTUNITIES: THREATS:
It has many products capturing all sectors Number of competitors in the market.
information so it has an opportunity to India today has already captured the big
become a market leader. market share
 COMPETITORS
HOME MAGAZINE COMPETITORS

OUTLOOK MONEY MONEY TODAY

OUTLOOK BUSINESS BUSINESS ECONOMY,BUSINESS TODAY

OUTLOOK TRAVELLER TRAVEL TODAY

OUTLOOK HINDI SAPTAHIK

OUTLOOK PROFIT NO COMPETITORS

MARIE CLAIRE COSMO,FEMINA,NEW WOMAN,VOGUE

NEWS WEEK TIMES (World‘s leading international news

magazine)

OUTLOOK (ENGLISH) INDIA TODAY

 DATA ANALYSIS
Have you ever renewed the subscription of Outlook magazine?

SUBSCRIPTION
RESPONSE PERCENTAGE
27%

YES 27%

NO 73%
73%
TOTAL 100

INTERPRTATION
Only 27% subscribers renewed their subscription, rest 73% has never renewed their
subscription. Which means that somewhere there is less motivation for the rebuying
behavior.
 Have you ever used the customer care service of Outlook ?

RESPONSE PERCENTAGE

19%
YES 81 %

81%
NO 19%

TOTAL 100

INTERPRTATION:-
81 % Consumers or subscribers have used the customer care service. It means that
huge number of customers have some or the other Query. That gives an insight that
the service delivery is at question and certainly needs some improvement.
How would you rate the experience of Query
solution of customer care service of Outlook?

RESPONSE PERCENTAGE

Excellent 43%

Good 21%

Satisfactory 21%

Poor 10%

Very poor 5%

TOTAL 100%

INTERPTATION:-
The customer care service is excellent for only 43% subscribers. Almost 20 %
said good andsatisfactory. This gives an insight that up to some extent services
are good, but when carefully observed it came out that few queries solution
needs some time to get solved whichalso become a reason for dissatisfaction
among the customers who find this service poor orvery poor
How would you rate the delivery service of
Outlook magazines at your place?

RESPONCES PERCENTAGE
Excellent 20%
Good 25%
Satisfactory 20%
Poor 19%
Very poor 16%
TOTAL 100%

INTERPTATION:-
Product delivery service has got mixed response. Those customers who got their
magazines and gifts items at time are satisfied or given the rating good or
excellent. But the customers who got the magazines or gift item one day late
also has given the rating as Poor and very poor for those who didn’t get any
magazine or sometimes encountered no gifts.
How would you rate the Quality content of the Outlook magazine?

RESPONSE PERCENTAGE

Excellent 41%

Good 35%

Satisfactory 22%

Poor 2%

Very poor Nil

TOTAL 100%

INTERPTATION:-
Outlook is a very big brand in itself. Any brand becomes popular for its Quality
and fulfillment of the perceived value of the brand. As there are so many
competitors in the media sector, this response for Outlook is really appreciative.
41% of respondents responded as the Quality ofOutlook is excellent. It means
still Outlook is giving great competition to its competitors.
How would you rate the competitiveness of our Outlook magazines with other
magazines, in the sense do they represent the best value for the total cost of
your subscription ownership?

RESPONSE PERCENTAGE

Excellent 35%

Good 39%

Satisfactory 15%

Poor 10%

Very poor 1%

TOTAL 100%

INTERPTATION:-
When surveyed most of the magazine readers suggested that the Performance of
Outlook is excellent or good or satisfactory because the problems like Query
Solution or delayed product delivery is the issue with all the known and
renowned magazines or newspapers. It means with all the above covered issues
, Outlook has maintained its position because it give and satisfies
the content need of the readers
how would you rate Outlook’s total Quality and service management to ensure
complete customer satisfaction?

RESPONSE PERCENTAGE

Excellent 16%

Good 39%

Satisfactory 31%

Poor 10%

Very poor 4%

TOTAL 100%

INTERPTATION:-
This data provides the conclusion that still there is a lot of scope to improvise
for Outlook though it is performing well in the market and penetrating very
rapidly. It could be a market leader if it concentrates few aspects of customer
satisfaction .Still 39% of respondents responding it as good is not bad at all.
Magazines are not only a medium for entertainment and gossip but also
provide us news & information about several things. It is one of the oldest
reading medium of news and entertainment. But, modern consumer form a
very difficult moving target time – pressure, difficult to define and
characterize fewer brand loyal and often wanting conflicting thing from
their lives and there product consumption.

They know what publisher are after and they recognize that the
commitment of a subscription as a real value and they want something in
return based on sales Generation it was analyzed that he magazine market
straddles a wide range of magazines type where they purchasing pattern
vary considerably from a sector to sector.

The following finding where discover:

Subscription purchasing has become much stronger among men than

women, reflecting perhaps the shift into women’s week lives always from
the monthly sector it was observed that maximum subscription buyer
were men above 23% of women bought the magazine showing a drop in
women buyers.
EFFECTIVE PROMOTIONAL OFFLINE REFERRAL MARKET –
SCHEME – A STATEFY FOR A STRATEGY FOR CUSTOMET
CONSUMER MOTIVATION OR SUBSCRIBER MOTIVATION

CUSTOMER RETENTION IMPROVEMENT IN

MAGAZINES -
AS PER
CUSTOMERSATISFACTION
Effective promotional scheme –
a strategy for consumer
motivation
It is important to motivate the consumer to subscribe for the
magazine for boosting the sales
and its obvious that most of the consumers will not get
motivated unless and until they get what they want. From
the market survey it was able to identify that the motivating
factors are the gifts provided along with the subscriptions
and according to most of the consumers a good gifts are one
which have good brand value associated with it and those
which offer better utility.
Offline referral marketing –
a strategy for customer or subscriber
motivation
Referral marketing can be effectively used to improve the subscription
sales. The existing customer can be motivated to refer to their friends,
relatives etc. to subscribe for the magazine by means of exciting and
attractive gifts as incentives. The magazine should provide Business
reply cards exclusive for existing subscriber along with subscriber’s
copies during the magazine delivery so that they can refer their
friends and relatives for magazine subscription. The business reply card
should offer the facility to be filled with at least ten references.
Subscribers should be able to send them free of cost. Now these
subscribers can be provided with attractive gifts.
Customer retention
It is a normal saying that customer acquisition is good, retention is better.
This is because a customer retained is equal to five new customers as the
money spent for acquiring a customer is calculated to be five times the
money spent to retain a customer. From the information obtained from
Outlook, if was identified that Outlook does nothing for customer
retention. Outlook needs to formulate and
implement customer retention and loyalty programs to retain the
customers.
•Greet the customers with exciting gifts during special occasions
•Sell the subscription renewal at discount
•Auto renewal of subscription
•Allow grace period for subscription expiry
•Send loyalty gifts
•Organize entertainment events for subscribers
•Organize get – together
•Offer free Medical claim/Insurance Policy
Improvement in magazines –
As per customer satisfaction
From the market survey it was revealed that the strengths of Outlook Magazine are
Promotional Schemes and unbiased reporting. Its weaknesses are its Content quality, Paper
quality and Print quality so it should work on it to increase the customer’s satisfaction. If the
product is able to satisfy customers in its core product attributes, then the customer will be
tend to be loyal as their expectations are fulfilled.
So to improve customer loyalty and thereby increase voluntary sales outlook magazine
has to work on its weaknesses as expected by the customers of the magazine Since the
quality of content and coverage are subjective in nature, Outlook needs to identify what
are weaknesses of the current contents and coverage of the magazine as well as the
customers’ expectations about them. For this Outlook should go for detailed survey and
customers feedback so that it can understand the customers’ expectations as far as
content and coverage of the magazine are concerned. Once the customer expectation
is identified Outlook need to restructure the magazine by implementing the customer
requirements and demands in order to improve their satisfaction level which will in turn
boost the magazine as well as subscription sales
Outlook
CONCLUSION
is a very big brand on itself. Any brand become popular for its quantity and
fulfilment of the perceived value of the brand. As there are so many competitors in the
media sector, this response for outlook is really appreciate. 41% of respondents
responded as the quality of outlook is excellent. It means still outlook is giving great
competition to its competitors.

When surveyed most of the magazines readers suggested that the performance of
outlook is excellent or good or satisfactory because the problems like query solution
or delayed product delivery is the issue with all the known and renowned magazines
or newspapers. It means with all the above covered issue. Outlook has maintained its
position because it give and satisfies the content need of the readers.

The customer care service is excellent for only 43% subscribers. Almost 20% said
good and satisfactory. This gives an insight that up to some extent service are good.
But when carefully observed it came out that free queries solution needs sometimes
to get solved which also become a reason for dissatisfaction among the customer.

The data provides the conclusion the only 27% subscribe renewed their subscription
which shows there is a lot of scope to improvise for outlook through it is performing
well in the market & penetrating very rapidly. It could be a market leader if it a
concentrates few aspect of customer satisfaction.
REFERENCES
OUTLOOK: In October 1995 by Vinod Mehta

OUTLOOK MONEY: In July 1998, the Group launched "Intelligent

Investor" re-christened as "OUTLOOK MONEY" as of 30-Nov-2002

OUTLOOK TRAVELER: since June 2001

OUTLOOK BUSINESS: all influences on business: economic, political,

and markets driven are examined.

OUTLOOK GEO:-its premium science and geography magazine

ANNEXURE QUESTIONNAIRE
OF
OUTLOOK MAGAZINES

Customer Name: ………………………………………….. Date:…………………………..

Sex: ………………………………………. Customer contact:
Age: ……………………………………….. …………………………………
Profession: ………………………………. …………………………………
Qualification:…………………………….. …………………………………
We would be grateful if you could spare a few minutes to complete this Customer
Satisfaction Questionnaire to help us ensure that our standard of customer care
exceeds expectations wherever possible.

NOTE: This test is taken for the purpose of research and the information given by
you will be kept confidential. Hence give your answer without hesitation
Questionnaire :
1. Which of the following magazines have you read?
ANS. .......... Outlook ………… Money ……………. Profit
……... Business ……….... Out look Hindi ……………. People
……...Traveller …………. Career 360 …………… Lounge
……... Geo …………. Marie Claire …………... News Week
……... Business Week

2. . Which magazine are you currently reading of Outlook?

ANS. . .......... Outlook ………… Money ……………. Profit
……... Business ……….... Out look Hindi ……………. People
……...Traveler …………. Career 360 …………… Lounge
……... Geo …………. Marie Claire …………... News Week
……... Business Week
3. Which other magazine do you read?
ANS. ……………………………… ……………………………..
……………………………… ……………………………….
………………………………. ………………………………

4. Which is your most favorite magazine of Outlook?

ANS. …………………………………

5.Which is your most favorite magazine of all the magazines you

know or you have read yet? Why?(Describe briefly)
ANS. …………………………………………………………………………
……………
…………………………………………………………………………………
……
…………………………………………………………………………………
……
6. What is the means of purchase for the magazine of your
interest?
ANS.…….. News paper vendor ………… Book shop …………….
Subscription

7.Does News paper vendor give you any consession on buying

magazines from him?
ANS. ………Yes ……..No

8.If your answer of Question No.7 is Yes , then is that consession is

more than or equal to or less than the subscription charges of the
magazines?
ANS ………..More ……………..Equal …………………….Less
9.Have you ever subscribed any of the Outlook Magazine?
ANS. ……………….yes ……………………no

10. If your answer of Question No.9 is Yes , then how many

times you have renewed the subscription?
ANS. …………..Never
…………..Specify the counts of renewal

Please tick the appropriate box to indicate your degree of

satisfaction.
Where
1.Excellent…………
2.Good……………..
3.Satisfactory……..
4.Poor………………
BIBLIOGRAPHY
Referred Books:
1. Solomon, Michael R., “Consumer Behavior-Buying 11th edition, Having and Being 4th edition”, 2009
Pearson Education Inc.,
2. Malhotra, Naresh K., Dash, Satyabhusan. 6thedition , “Marketing Reseach,An applied
orientation”,2010,Pearson Education Inc.,
3.Cooper & Schindler 8th edition, “Business Research”
4.Belch George 5th edition, Belch Michael 7th edition, “Advertising and promotion”
5. Kotler Phillip 3rd edition, “Marketing Management”

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www.outlook magazines.com
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