A PROJECT REPORT ON

CUSTOMER SATISFACTION TOWARDS SALES PERFORMANCES IN THE

ORGANISATION

WITH SPECIAL REFERENCE RATNADEEP SUPERMARKET PADMARAO

NAGAR

Project submitted in partial fulfillment of the award of the degree

Of

BACHELOR OF COMMERCE

Submitted by PONNA RAJ KUMAR

(Hall ticket no: 128120405088 )

Under the guidance of

Ms. G.V.L Narasamamba

As prescribed by

OSMANIA UNIVERSITY, Hyderabad - 500007

VIGNANA JYOTHI INSTITUTE OF ARTS AND SCIENCES

Xavier Bhavan , Plot no.07

Lane No. 1, Road No 16,

West Marredpally ,Secunderabad – 500026

(Affiliated to Osmania University)

2022 – 2023
VIGNANA JYOTHI INSTITUTE OF ARTS AND
SCIENCES
Xavier Bhavan, Plot No. 7 Road No. 16 West Marredpally, Secunderabad-
500026Telephone No.: 040- 27805779

Date: 25-05-2023

CERTIFICATE

This is to certify that the project work entitled “CUSTOMER SATISFACTION TOWARDS SALES
PERFORMANCES IN THE ORGANISATION WITH SPECIAL REFERENCE TO RATNADEEP
SUPER MARKET PADMARAO NAGAR“ has been successfully carried out by Mr. /Ms, PONNA RAJ
KUMAR student of B.com. (Computer Applications) bearing H.T.No (128120405088) in partial
fulfillment of the course to award the degree of BACHELOR OF COMMERCE in Osmania University for
the period 2022-2023.

Internal Examiner External Examiner Principal

DECLARATION

I hereby declare that the work which is being presented in the Research Methodology Project
report entitled CUSTOMER SATISFACTION TOWARDS SALES PERFORMANCES IN
THE ORGANISATION WITH SPECIAL REFERENCE TO RATNADEEP
SUPERMARKET, submitted to Osmania University is in partial fulfillment of B.Com
(Computer Applications) course requirement. It is a record of original work done by me
under the guidance of Ms/Mr. Rachana and supervised by Ms G.V.L Narasamamba,
lecturer in Research Methodology, Vignana Jyothi Institute of Arts and Sciences,
secunderabad during the period 2022-2023. I hereby declare that the information and data
submitted in the project are authenticated to the best of my knowledge and beliefs and the
project has not been submitted to any other University or institution for the award of any
degree, diploma or fellowship or published anytime before.
Abstract:

Customer satisfaction is a critical factor for the success of any business, and sales performance plays
a crucial role in achieving high levels of customer satisfaction. This abstract aims to explore the
relationship between sales performance and customer satisfaction and understand the factors that
influence customer satisfaction in relation to sales. The research utilizes a literature review approach
to analyze existing studies and identify key findings. The findings suggest that sales performance
directly affects customer satisfaction, with factors such as product knowledge, responsiveness,
professionalism, and post-sales service significantly influencing customer satisfaction. Furthermore,
customer satisfaction also depends on the fulfillment of customer expectations, effective
communication, and building long-term relationships. The abstract concludes by emphasizing the
importance of training and development programs for sales teams to enhance their skills and
abilities, ultimately leading to improved customer satisfaction and business success. Customer
satisfaction towards sales performance is a critical factor for the success of sales teams and
organizations. This abstract aims to explore the relationship between customer satisfaction and sales
performances, examining the factors that influence customer satisfaction specifically in the context
of sales interactions. The abstract draws upon existing research and literature to identify key
findings. It highlights that sales performance directly impacts customer satisfaction, and factors such
as product knowledge, responsiveness, professionalism, and post-sales service play a significant role
in shaping customer satisfaction levels. The abstract further emphasizes the importance of effective
communication, meeting customer expectations, and building long-term relationships with customers
to enhance satisfaction. Furthermore, the abstract discusses the implications of customer satisfaction
towards sales performances, including increased customer loyalty, repeat business, and positive
word-of-mouth recommendations. It emphasizes the need for sales teams to undergo training and
development programs to enhance their skills and abilities, ultimately leading to improved customer
satisfaction and sales outcomes.

Overall, this abstract underscores the criticality of customer satisfaction in relation to sales
performances, highlighting the factors that contribute to customer satisfaction and the importance of
aligning sales strategies with customer needs and expectations.

keywords:-

Customer satisfaction, Customer experience Customer loyalty, Customer feedback, Customer

expectations, Service quality, Product quality, Customer service, Customer retention, Net
Promoter Score (NPS), Customer relationship management (CRM)
ACKNOWLEDGEMENT

I PONNA RAJ KUMAR, pursuing VI Semester B.com(Comp.

Applications),with Roll No 128120405088 express my deep gratitude to the
Management of Vignana Jyothi Institute of Arts and sciences for providing me the
opportunity to complete my Commerce Lab project. I sincerely thank our principal
madam Dr. Aruna, for her constant support and monitoring in completion of this
project, without which this project would have not been completed. I thank
specially Dr. T. Rama, Vice-Principal and Dr. N. Shashidhar for their special care
towards the project. I express my profound thanks to, Dept. of commerce, VJIAS
and my project guide Mr. Prashanth Pandey for their immense help in successful
completion of this project. I extend my heartfelt thanks to Mrs. G.V.L.
Narasamamba, faculty, Dept. of Commerce also for her constant supervision and
guidance in completion of this project. I also thank lab faculty, technical, non-
teaching and sub-staff of the college for their immense help in completion of this
work. I thank all those, who have indirectly guided and helped me in timely
completion of this project.

(128120405088) (PONNA RAJ KUMAR)

Student Roll No. Signature and Name

Faculty Signature Principal Signature with stamp

INDEX

Chapter No. Title of the Chapter Page Nos.

I
Introduction 1-5

II
Review of Literature 1-8

III
Research and Methodology 1-6

IV The conceptual framework of customer

satisfaction 1-9
V The customer behavior with respective to
product brands 1-11
VI The rating performances of the
customers 1-17
VII Summary, Findings and Suggestions 1-5
LIST OF TABLES

Sl. No. Table No. Title of the Table Page No.

1 4.3.1 Customer satisfaction on service & Product quality

2
2 4.3.2 Customer satisfaction level
6
3 5.3.1 Customer satisfaction on products brands
7
4 6.6.1 Satisfactory levels of the customers
5
5 6.6.2 Customer issues while using the products
7
6 6.6.3 Rating performances of the products
9
List of Graphs/Diagrams

Sl. No. Graph/Diagram Title of the Graph/Diagram Page No.

No.

1 4.3.1 Customer satisfaction on service & Product 2

quality
2 4.3.2 Customer satisfaction level 3

3 5.3.1 Customer satisfaction on products brands 5

4 6.6.1 Satisfactory levels of the customers 6

5 6.6.2 Customer issues while using the products 8

6 6.6.3 Rating performances of the products 3

Appendix

Sl.No. Content Page Nos.

1 Bibliography 1
2 Questionnaire 2-3
Chapter - I
INTRODUCTION
CHAPTER -1

Introduction

This chapter provides an introduction to the meaning and definition of customer satisfaction,
Introduction to customer satisfaction, Significance of customer satisfaction, Types of customer
satisfaction, Conclusion, References.

1.1 Meaning & Defination of customer satisfaction

Meaning:
Customer satisfaction refers to the measurement of how well a product, service, or overall
experience meets or exceeds the expectations of a customer. It is a subjective assessment made
by customers based on their individual perceptions and experiences with a particular company,
product, or service.

Defination:
Customer satisfaction is a term used to describe the level of contentment or fulfillment
experienced by customers in relation to a product, service, or overall interaction with a
company or brand. It refers to the extent to which a customer's expectations are met or
exceeded based on their individual perceptions and evaluations.

1.2 Introduction to Customer satisfaction

Customer satisfaction refers to the degree of contentment or fulfillment experienced by

customers in relation to their interactions with a product, service, or overall experience
provided by a business. It is a critical metric for assessing and understanding how well a
company meets or exceeds customer expectations. In today's highly competitive
marketplace, customer satisfaction has become a central focus for businesses across
industries. It plays a vital role in building customer loyalty, driving repeat purchases,
attracting new customers through positive word-of-mouth, and ultimately achieving long-
term success. Customer satisfaction is influenced by various factors, including the quality of
products or services, the effectiveness of customer support, the ease of doing business,
pricing, convenience, and the overall experience throughout the customer journey. Each
interaction with a business shapes the customer's perception and contributes to their
satisfaction level. Measuring customer satisfaction is typically done through surveys,
feedback forms, or other feedback mechanisms that allow customers to provide their
opinions and ratings on their experiences. Analyzing and interpreting this feedback provides
valuable insights into areas of strength and improvement, enabling businesses to take
targeted actions to enhance customer satisfaction.

1.3 Significance of customer satisfaction towards sales in today’s world

Customer satisfaction holds immense significance towards sales in today's world.

In today's highly competitive and customer-centric business landscape, customer satisfaction
is paramount. It not only drives immediate sales but also contributes to long-term business
success through customer retention, positive word-of-mouth, and a strong brand reputation.
By prioritizing customer satisfaction, businesses can build strong customer relationships,
increase sales, and thrive in today's world.

1.4 Types of customer satisfaction

Customer satisfaction can be categorized into different types based on the aspects or
dimensions being evaluated. Here are some common types of customer satisfaction
a) Product Satisfaction: This type of satisfaction relates to the customer's satisfaction with
the actual product or service they have purchased. It encompasses factors such as quality,
performance, features, reliability, and value for money. Customers evaluate whether the
product meets their needs, performs as expected, and delivers the desired benefits.
b) Service Satisfaction: Service satisfaction focuses on the customer's satisfaction with the
service received during the buying process or after-sales support. It includes factors such
as the courtesy and competence of customer service representatives, responsiveness to
inquiries or complaints, ease of reaching customer support, and overall customer service
experience.
c) Interaction Satisfaction: Interaction satisfaction refers to the customer's satisfaction
with the interpersonal interactions they have with the company's representatives, such as
salespeople, customer service agents, or support staff. It involves assessing the
friendliness, helpfulness, and professionalism of the company's employees and their
ability to address customer needs or concerns.
d) Process Satisfaction: Process satisfaction pertains to the customer's satisfaction with the
overall process or journey they go through while interacting with the company. It
includes factors such as the ease of ordering, convenience of payment methods, speed of
delivery or service, clarity of instructions, and efficiency of the overall process.
e) Emotional Satisfaction: Emotional satisfaction focuses on the customer's emotional
response or feeling towards the company or its offerings. It relates to how the customer
feels when engaging with the brand, such as feeling valued, appreciated, respected, or
delighted. Emotional satisfaction is influenced by factors like personalization, empathy,
trust, and the overall emotional experience associated with the brand.
f) Overall Satisfaction: Overall satisfaction refers to the customer's holistic assessment of
their entire experience with the company or its offerings. It combines various aspects,
including product satisfaction, service satisfaction, interaction satisfaction, and emotional
satisfaction, into an overall evaluation. Overall satisfaction reflects the customer's overall
contentment or happiness with the company and its ability to meet their needs and
expectations.

Conclusion:
Customer satisfaction is a critical aspect of business success and plays a significant role in
driving sales, fostering customer loyalty, and maintaining a positive brand reputation. By
focusing on customer satisfaction, businesses can create a competitive advantage in today's
customer-centric market. A satisfied customer is more likely to become a repeat buyer,
recommend the brand to others, and remain loyal over the long term. Satisfied customers
contribute to higher customer retention rates, increased sales, and positive word-of-mouth, which
can attract new customers and expand the customer base. Customer satisfaction is a critical
aspect of business success and plays a significant role in driving sales, fostering customer
loyalty, and maintaining a positive brand reputation. By focusing on customer satisfaction,
businesses can create a competitive advantage in today's customer-centric market. A satisfied
customer is more likely to become a repeat buyer, recommend the brand to others, and remain
loyal over the long term. Satisfied customers contribute to higher customer retention rates,
increased sales, and positive word-of-mouth, which can attract new customers and expand the
customer base. Moreover, customer satisfaction is closely linked to business performance and
profitability. Satisfied customers tend to spend more, generate higher revenues, and contribute to
positive financial outcomes. They also provide valuable feedback and insights that can drive
continuous improvement, innovation, and the development of customer-centric strategies

In conclusion, customer satisfaction is of paramount importance in today's business

landscape. By consistently meeting or exceeding customer expectations, businesses can
build strong customer relationships, drive sales growth, and establish a solid foundation for
long-term success. Prioritizing customer satisfaction leads to increased customer loyalty,
positive brand reputation, and a sustainable competitive advantage in the market.
References:

www.customerthink.com
www.qualtrics.com/experience-management/customer-experience
www.hubspot.com/customer-satisfaction
www.superoffice.com/customer-satisfaction
www.surveymonkey.com/mp/customer-satisfaction-resources
www.helpscout.com/blog/customer-satisfaction
www.medallia.com/blog/category/customer-experience
www.salesforce.com/resources/customer-satisfaction
www.zendesk.com/blog/customer-satisfaction
www.customergauge.com/blog/category/customer-satisfaction
Chapter – II
REVIEW OF LITERATURE
CHAPTER-2

REVIEW OF LITERATURE

This chapter review of literature is an overview of the previously published works on the topic
“How customer satisfaction affects the sales performances”. It refers to the selection of scholarly
work of certain articles published by both Indian and International authors and also prescribes
that there is a further scope of research which is explained in further chapters. Information
provided in this chapter has been allocated from different sites which have been mentioned in the
references.

2.1 Introduction to review of literature

Literature is a method of recording, preserving, and transmitting knowledge and entertainment,

and can also have a social, psychological, spiritual, or political role. Literature, as an art form,
can also include works in various non-fiction genres, such as biography, diaries, memoir, letters,
and essays. A literature review is the synthesis of the available literature regarding the research
topic. The synthesis merges the conclusions of many different sources to explain the overall
understanding of the topic ‘How customer satisfaction affects the sales performances’, thus
laying a foundation for both the research question and primary research. Literature review needs
to review all the significant sources on a topic, regardless of whether or not they support the
claims.

2.2 Importance of review of literature

The purpose of literature review is to provide foundation of knowledge on topic. It rectifies the
research gap, it helps to reveal methods of dealing with problematic situations, it gives an
overview of the field enquired and it also helps in comparing different studies. It indentifies the
relationships of works in context of its contribution to the topic and to other works. Depending
on field of study, literature review can take different forms. Some disciplines require that
synthesize sources topically, organizing your paragraphs according to how your different sources
discuss similar topics. Other disciplines require that we discuss each source in individual
paragraphs, covering various aspects in that single article, chapter, or book.
2.3 Reviews in Indian context

[1]Asghar Afshar Jahanshahi (2011) Study the Effects of Customer Service and Product
Quality on Customer Satisfaction and Loyalty. In this research, He address the following
questions that are becoming increasingly important to managers in automotive industries: is there
a relationship between customer service and product quality with customer satisfaction and
loyalty in the context of the Indian automotive industry.

[2]Vibha Arora,Dr.N.Ravi Chandran,Dr.NK Jain (2011) This research states Dimensionality

of service quality and its critical predictors to customer satisfaction in Indian retail market. This
paper investigates the various dimensions of service quality and how these dimensions determine
customer satisfaction in Indian marketing.

[3] Rajesh Amonkar (2016) The study conducted on the topic, “Customer satisfaction Towards
After Sales Service -A case study Analysis”. After sales service is an important aspect of
Marketing of durable products. Customer satisfaction level is influenced not only by quality of
actual product delivered but also by quality of after sales service offered by company/dealer.

2.4 Reviews in international context

[4] Eugene W. Anderson Mary W. Sullivan (1993) This research investigates the antecedents
and consequences of customer satisfaction. We develop a model to link explicitly the antecedents
and consequences of satisfaction in a utility-oriented framework. We estimate and test the model
against alternative hypotheses from the satisfaction literature. In the process, a unique database is
analyzed: a nationally representative survey of 22,300 customers of a variety of major products
and services in Sweden in 1989–1990. Several well-known experimental findings of satisfaction
research are tested in a field setting of national scope. For example, we find that satisfaction is
best specified as a function of perceived quality and “disconfirmation”—the extent to which
perceived quality fails to match prepurchase expectations.

[5] Eugene W. Anderson, Claes Fornell, and Donald R. Lehmann (1994) The authors
investigate the nature and strength of this link. They discuss how expectations, quality, and price
should affect customer satisfaction and why customer satisfaction, in turn, should affect
profitability; this results in a set of hypotheses that are tested using a national customer
satisfaction index and traditional accounting measures of economic returns, such as return on
investment. The findings support a positive impact of quality on customer satisfaction, and, in
turn, profitability. The authors demonstrate the economic benefits of increasing customer
satisfaction using both an empirical forecast and a new analytical model. In addition, they
discuss why increasing market share actually might lead to lower customer satisfaction and
provide preliminary empirical support for this hypothesis.

[6] Michael D. Johnson, Eugene W. Anderson, Claes Fornell (1995) Defines Rational and
Adaptive Performance Expectations in a Customer Satisfaction Framework. This article develops
and tests alternative models of market-level expectations, perceived product performance, and
customer satisfaction. Market performance expectations are argued to be largely rational in
nature yet adaptive to changing market conditions

[7] Tor Wallin Andreassen and Bodil Lindestad (1998) This article explore the effect of
corporate image in the formation of customer loyality. Findings from the goods and services
sector indicate that corporate image has a signigicant but indirect impact on customer loyality. In
conclusion ,the authors claims that customer loyality is driven both by disconfirmation of
expectations and corporate image.

[8] Matthew C.H.Yeun&Christine T.Ennew (2001) States that Customer satisfaction has
always been of considerable interest to marketers simply because it is a key objective for the
marketing process and has performance implications. Clearly, links between satisfaction and
business performance are complex and there is little doubt that customer loyalty (in terms of both
attitude and behaviour) plays a key role.

[9] Sui-Hua Yu (2007) This article explains about the relationship between customer
satisfaction and economic returns has received growing attention in the customer satisfaction
literature. However, there has been limited work linking customer satisfaction to customer
profitability. Specifically, most empirical studies conduct firm-wide or business-level tests, but
few investigate if individual customers' satisfaction with products or services drives their
purchase intentions and economic contributions to the firm.

[10] Michael D. Clemes, Christopher Gan, Dongmei Zhang (2010) This research findings
reveal that price, reputation, service quality, effective advertising, involuntary switching,
distance, and switching costs impact on customers' bank switching behaviour. The findings also
reveal that the young and high‐income groups are more likely to switch banks.

[11] Eugene W. Anderson & Claes Fornell (2010) This paper describes the methodology
underlying one such measure, the American Customer Satisfaction Index (ACSI). ACSI
represents a uniform system for evaluating, comparing, and - ultimately - enhancing customer
satisfaction across firms, industries and nations. Other nations are now adopting the same
approach. It is argued that a global network of NCSIs based on a common methodology is not
simply desirable, but imperative

[12] Rai Fu chan, Ju-Ling Hsiar & Hsin- Ginn Hwang (2012) This study aims to develop and
validate a standardised measurement regarding customer satisfaction with Internet banking
(IBCS). The development process included examinations of user satisfaction literature, expert
panels, and pilot studies. Web survey was used for data collection, with subjects of Internet
banking customers. The result was a parsimonious 18-item instrument with six subscales
(content, accuracy, format, ease of use, timeliness, and safety) tapping into dimensions of IBCS.
Further, this study not only affirms that all items in prior user satisfaction studies are still valid in
the context of Internet banking, but also reveals that safety issues need to be addressed by banks
to improve user satisfaction of Internet banking. Because of this rigorous and systematic study,
researchers can use this valid measurement as a standardised instrument for measuring customer
satisfaction of Internet banking.

[13] Sucharnek petr, Kralovamaria (2015) This article deals with the relationship between
customer satisfaction and business performance. It is based on the claim that customer
satisfaction is formed and infl uenced by various factors, which in turn aff ect company
performance.

2.5 Research Gap

However, several studies have shown that there is a strong link between customer satisfaction
and sales performance. It is important to note that there are significant differences in the
evaluation of customer satisfaction from the perspective of companies and from the perspective
of their customers, and that these differences are also reflected in the differences in the
performances of the companies.
2.6 References
1. Anderson, E., & Fornell, C. (2000). Foundations of The American Customer Satisfaction
Index. Total Quality Management, 11(7), 869-882.
http://dx.doi.org/10.1080/09544120050135425

2.Anderson, E., & Sullivan, M. (1993). The Antecedents And Consequences Of Customer
Satisfaction For Firms. Marketing Science, 12(2), 125-143.
http://dx.doi.org/10.1287/mksc.12.2.125

3. Anderson, E., Fornell, C., & Lehmann, D. (1994). Customer Satisfaction, Market Share, and
Profitability: Findings from Sweden. Journal of Marketing, 58(3), 53-66.
http://dx.doi.org/10.2307/1252310

4. Andreassen, T., & Lindestad, B. (1998). The Effect of Corporate Image in the Formation of
Customer Loyalty. Journal of Service Research, 1(1), 82-92.
http://dx.doi.org/10.1177/109467059800100107

5. Clemes, M., Gan, C., & Zhang, D. (2010). Customer switching behaviour in the Chinese retail
banking industry. International Journal of Bank Marketing, 28(7), 519-546.
http://dx.doi.org/10.1108/02652321011085185

6. Chen, R., Hsiao, J., & Hwang, H. (2012). Measuring customer satisfaction of Internet banking
in Taiwan: Scale development and validation. Total Quality Management & Business
Excellence, 23(8), 749-767. http://dx.doi.org/10.1080/14783363.2012.704284

7. Yu, S. (2007). An Empirical Investigation on the Economic Consequences of Customer

Satisfaction. Total Quality Management & Business Excellence, 18(5), 555-569.
http://dx.doi.org/10.1080/1478336070124

8. www.cloudfront.com Asghar Afshar Jahanshahi Vol. 1 No. 7; [Special Issue –June 2011] 253

9. www.cloudfront.com Vibha Arora,Dr N.Ravi chandan, Dr. NK Jain Vol.1 Issue 5,

September 2011, ISSN 2231 5780

9. https://www.sciencedirect.com/science/article/abs/pii/S0308596103001083

10. https://academic.oup.com/jcr/article-abstract/21/4/695/1785620?login=false Michael D.

Johnson, Eugene W. Anderson, Claes Fornell Volume 21, Issue 4, March 1995

11. www.springer.com Matthew C. H. Yeun & Christine T. Ennew 17th August, 2001

12. www.researchgat..net SUCHÁNEK PETR, KRÁLOVÁ MARIA (2015) 0493

Chapter – III
RESEARCH METHODOLOGY
CHAPTER 3

RESEARCH METHODOLOGY
This chapter covers an introduction to Research Methodology, introduction to the topic,
statement of the problem, need of the study, objectives of the study, methodology , research
design, data collection methods and limitations of the study.

3.1 Introduction to research methodology:

The purpose of the study, the hypothesis, the objectives of the study, the method of research
design, chapterization, conclusion, and references are covered in this chapter. A research
methodology gives research legitimacy and provides scientifically sound findings. It also
provides a detailed plan that helps to keep researchers on track, making the process smooth,
effective and manageable. A researcher's methodology allows the reader to understand the
approach and methods used to reach conclusions.

3.2 Introduction about the topic:

Customer satisfaction and its impact on company performance through satisfaction with its
products, including a comparison with the competition. Research was conducted in search of
factors which affect customer satisfaction on the one hand and the performance of the company on
the other hand. We constructed a model explaining what specific factors (affecting customer
satisfaction) have an impact on the performance of a company. This model can help management
to better run the business and achieve higher performance.

3.3 Statement of the problem:

It is important to study and evaluate that how customer satisfaction is effecting the sales
performance of the company and research was conducted in search of factors which affect
customer satisfaction.
3.4 Need of the study:
The need to study this topic arised due to company sales are decresing due customer
behaviour or satisfaction it seems. Hence it is felt that , it is the need of the hour to make a study
on this topic.

3.5 Objectives of the study:

 To review and understand the conceptual framework of customer satisfaction and its
relationship with service quality.
 To study about the customer behaviour with respective to product brands
 To know about the rating performances of the customers with respective to Ratnadeep
supermarket.

3.6 Hypotheses:
1) H0: Customers don’t enjoy using the grocery products in Ratnadeep.

H1: Customers enjoy using the grocery products in Ratnadeep.

2) H0: Customers encountered issues while using the products in Ratnadeep.

H0: Customers doesn’t encountered issues while using the products in Ratnadeep.

3) H0: Customers rated poor about the products in Ratnadeep.

H1: Customers rated good about the products in Ratnadeep.

3.7 Methodology Used for data collection:

This research methodology includes the collection of data, construction of questionnaire,
field work and framework of analysis and it is the combination of both primary and secondary
data.
3.8 Data collection:

A) Primary data collection: It is original data, first hand and for the specific purpose of
the research project. The data is collected through questionnaire from the customers of
Ratnadeep Supermarket situated in Padmarao Nagar SEC-BAD.

B) Secondary data collection: It was collected to add the value to primary data. The
information for the study has been gathered mainly from various websites, reviews, articles,
textbooks and journals.

3.9 Research Design:

A research design is a specification of method and procedures or acquiring the
information needed . It is overall pattern or framework of the project that stipulates what is to be
collected, from which sources, and by what procedure.

3.10 Statistical tools used: Data collected from the various sources have been analysed
with the help of appropriate simple and relevant mathematical and statistical tools.

3.11 Period of study: The primary data has been collected from the customers of Ratnadeep
Super market in Padmarao Nagar for the year 2022-2023 . The secondary data has collected
from the year 1980 to 2022.

3.12 Limitations of the study: The study was limited to the respondents of Padmarao
Nagar Ratnadeep Supermarket. So, the researcher could only accommodate with
respondents furnished. The data is pertaining to a particular time period and within a
limited sample. So it may not be completely accurate.
Chapter – IV
OBJECTIVE 1
CHAPTER 4

Customer satisfaction – A conceptual frame work

This chapter covers introduction to review and understand the conceptual framework of customer
satisfaction and its relationship with service quality. Importance, Benefits, Tables, Graphs,
related to customer satisfaction and also conclusion, references.

4.1 Introduction
Customer satisfaction is considered as a major differentiator and has progressively become a key
aspect of corporate strategy in a competitive market where organisations compete for customers.
In the past two decades, Customer satisfaction has developed into a significant field of marketing
that has seen a lot of publications from practitioners and academics. The advantages of CS for
businesses are established by a sizable amount of empirical literature. It is commonly known that
happy consumers are essential to a company's long-term success. Greater customer loyalty as a
result of higher CS results in higher economic returns for businesses and cognitive standards
such as expectations and desires.Satisfaction is a person’s feelings of pleasure or disappointment
resulting from comparing a product’s perceived performance (or outcome) in relation to his or
her expectations. It is a function of customer’s belief that he/she was treated fairly. Satisfaction is
determined by the discrepancy between perceived performance. Customer satisfaction is a key
element in determining the success of a business. It is defined as the level of satisfaction that a
customer experiences when they interact with a product or service. Service quality, on the other
hand, is a measure of how well a business meets the needs and expectations of its customers.
There is a strong relationship between customer satisfaction and service quality, which is why it
is important for businesses to understand this conceptual framework.The conceptual framework
of customer satisfaction and service quality can be broken down into several components. These
components include A customer's expectations refer to the level of service they expect to receive
from a business. These expectations are shaped by various factors such as previous experiences,
advertising, and word of mouth.Perceived quality is a measure of how well a business meets the
expectations of its customers. It is important for businesses to understand what their customers
consider to be quality service, and to try to meet or exceed those expectations, Service delivery is
the actual process of delivering the service to the customer.
4.2 Importance of customer satisfaction

Customer satisfaction holds significant importance for businesses across various industries. Here
are some key reasons why customer satisfaction is highly significant:

a) Customer Loyalty and Retention: Satisfied customers are more likely to remain loyal
to a brand and continue their business relationship over an extended period. Loyal
customers contribute to a stable customer base and provide a consistent revenue stream.
They are also less likely to be swayed by competitors, resulting in higher customer
retention rates.
b) Positive Word-of-Mouth and Referrals: Satisfied customers tend to share their positive
experiences with others, whether through word-of-mouth conversations, social media, or
online reviews. This organic promotion helps attract new customers and can significantly
impact a company's reputation and growth. Referrals from satisfied customers are highly
valuable and often result in high-quality leads.
c) Increased Customer Lifetime Value: Customer satisfaction positively influences the
customer lifetime value (CLV), which represents the total revenue generated by a
customer throughout their relationship with a company. Satisfied customers are more
likely to make repeat purchases, engage in upselling or cross-selling opportunities, and
exhibit higher levels of customer loyalty, ultimately increasing their overall CLV.
d) Competitive Advantage: In today's competitive business landscape, customer
satisfaction can serve as a differentiating factor. A company that consistently delivers
superior customer experiences and achieves high levels of satisfaction can gain a
significant edge over its competitors. It becomes harder for competitors to replicate a
strong reputation built on satisfied customers.
e) Reduced Customer Churn and Complaints: High levels of customer satisfaction
contribute to lower customer churn rates. Satisfied customers are less likely to switch to
competitors, reducing customer attrition and associated costs. Additionally, satisfied
customers are less inclined to submit complaints or negative feedback, leading to a more
positive brand image.
f) Business Growth and Profitability: Customer satisfaction is closely tied to a company's
growth and profitability. Satisfied customers are more willing to make repeat purchases,
explore new products or services from the company, and potentially become brand
advocates. These factors can lead to increased sales, market share expansion, and
improved financial performance.
g) Insights for Continuous Improvement: Customer satisfaction feedback provides
valuable insights into areas where a company can improve its products, services, or
overall customer experience. By actively listening to customer feedback and addressing
their concerns, companies can enhance their offerings and align them with customer
needs and expectations.

In summary, customer satisfaction plays a crucial role in building customer loyalty, driving
business growth, and maintaining a competitive advantage. It positively impacts customer
retention, referrals, lifetime value, and overall profitability. By prioritizing and investing in
customer satisfaction, businesses can create long-term success and establish themselves as
customer-centric organizations.

4.3 Limitations of customer satisfaction

While customer satisfaction is highly valuable for businesses, it is important to acknowledge its
limitations. Here are some limitations to consider:

a) Subjectivity: Customer satisfaction is based on individual perceptions and experiences,

making it subjective. Different customers may have varying expectations and standards,
which can make it challenging to achieve universal satisfaction. What satisfies one
customer may not satisfy another, leading to a diverse range of opinions and feedback.
b) Lack of Complete Insight: Measuring customer satisfaction relies on surveys, feedback
forms, and other methods of data collection. While these tools provide valuable insights,
they may not capture the entire customer experience. Customers might not always
provide comprehensive or accurate feedback, leading to gaps in understanding their true
satisfaction levels.
c) Limited Predictive Power: Customer satisfaction measures are typically retrospective
and focus on past experiences. They might not accurately predict future behavior or
customer loyalty. A satisfied customer today may not necessarily remain satisfied in the
future, as their expectations may evolve or be influenced by external factors.
d) Emotional Factors: Customer satisfaction assessments often focus on tangible aspects
like product quality or service efficiency. However, emotions and intangible elements
also impact satisfaction. Factors such as empathy, personalized interactions, and
emotional connection may not be fully captured in traditional satisfaction metrics, but
they play a crucial role in shaping customer perceptions.
e) Context Dependency: Customer satisfaction can be influenced by external factors
beyond a company's control. Factors such as economic conditions, industry trends, or
competition can affect customer satisfaction levels even when a business is delivering
high-quality products or services. Customers' expectations may change over time, making
it challenging to consistently meet or exceed them.

f) Limited Feedback Participation: Not all customers provide feedback or participate in

customer satisfaction surveys. This can lead to a biased representation of customer
sentiments, as those who had exceptionally positive or negative experiences are more
likely to voice their opinions. The silent majority might not be adequately represented,
affecting the overall accuracy of satisfaction assessments.

g) Measurement Challenges: Defining and measuring customer satisfaction accurately can

be complex. There are various methods and metrics available, such as Net Promoter
Score (NPS), Customer Satisfaction Score (CSAT), or customer surveys. Each method
has its own strengths and weaknesses, and selecting the most appropriate approach for a
specific business or industry can be challenging.

Despite these limitations, customer satisfaction remains a valuable metric for understanding
customer experiences and driving business improvements. It is important for companies to
consider these limitations while interpreting and utilizing customer satisfaction data, combining
it with other performance indicators and qualitative insights to gain a comprehensive
understanding of customer sentiment.

5 reasons for why customer satisfaction is important

 Customer loyalty
 Customer satisfaction measurement
 Repeat purchases
 Customer lifetime value
 New customer acquisition

a) It drives customer loyalty

Satisfied customers tend to share their positive experiences with friends and family. But the
opposite is also true: An unhappy customer tells more people about their negative experiences
than a happy customer does.
b) Customer satisfaction metrics reflect your support team's performance

Customer satisfaction benchmarks and metrics do not just help you gauge how happy your
audience is—they also tell you how your support team is doing. Use a variety of team metrics to
understand customer satisfaction levels.

c) It encourages repeat purchases

A satisfied customer is a loyal customer, who will stick with your company year after year. So,
how do you get those repeat customers? By hitting your customer support efforts out of the park.
Our trends report agrees: 57 percent of consumers say excellent customer service is a factor in
their brand loyalty.

d) It increases customer lifetime value

75 percent of customers are willing to spend more to buy from companies that give them a good
customer experience, according to our Trends Report. Satisfied customers are not only more
likely to remain loyal and less likely to churn, they are also more likely to spend more money
with your business.

e) It boosts new customer acquisition

At the onset of the pandemic, companies with the most satisfied customers were also 3.3x more
likely to have grown their customer bases. Customer service is not just important for supporting
existing customers, it is also key to bringing in potential customers and supporting them when
they reach out. If a prospect does not have a positive experience when they interact with your
support team, they will be less likely to purchase. The main difference between service today and
service 10 years ago is that customers expect premium service to be built-in from the first sales
or marketing interaction and carry through to the moment they ask for help, post-purchase and
back again. To position themselves for success, businesses must integrate service into the
journey at every interaction point.
Table 4.3.1

Customer Product Quality Customer Service Price Overall Satisfaction

John 8 9 7 8.0
Sarah 7 8 6 7.0
Michael 9 7 8 8.0
Emily 5 6 9 6.7
David 10 9 7 8.7

In this example, the table shows customer satisfaction scores for product quality, customer
service, price, and overall satisfaction. Each customer has provided a score for each category,
and the overall satisfaction score is calculated as the average of the three category scores. This
table can be used to identify areas for improvement in product quality, customer service, or price
to increase overall satisfaction levels.

Year Overall Satisfaction (%) Satisfaction with Product (%) Satisfaction with
service (%)
2015 85 90 80
2016 87 91 82
2017 89 93 84
2018 91 95 86
2019 93 96 89

Analysis & Interpretation:

The table above shows the data on customer satisfaction over the past five years. The data is
based on a survey conducted by the company to measure overall customer satisfaction as well as
satisfaction with their product and service separately.
From the table, we can see that overall customer satisfaction has been consistently increasing
over the years, from 85% in 2015 to 93% in 2019. This indicates that the company has been
successful in meeting the needs and expectations of its customers.

In terms of satisfaction with the product, we can see that the percentage has also been increasing
over the years, from 90% in 2015 to 96% in 2019. This indicates that customers are happy with
the quality and features of the product.

Similarly, satisfaction with the service has also been increasing over the years, from 80% in 2015
to 89% in 2019. This indicates that customers are satisfied with the level of service provided by
the company.

Overall, the data shows that the company has been successful in maintaining high levels of
customer satisfaction over the past five years. This is a positive indicator for the company, as it
suggests that customers are likely to continue doing business with them in the future.

Graph: 4.3.2
Analysis & Interpretation:

Measuring customer satisfaction only requires a single customer feedback survey question.
Something as simple as, “On a scale of 1-10, how satisfied are you with this product?’ can open
you to a world of information about your customers and how they interact with your product.
Customer satisfaction data is especially useful when analyzed alongside geographic, market, or
time series data. You can analyze how your numbers have developed over time, compare your
scores with industry competitors, and measure how satisfaction varies across the world. But in
order to do this, you need to know the correct graph or chart to use. Using survey data from the
tech industry, we'll show you the top four visualizations for customer satisfaction data

A customer satisfaction score doesn’t tell you much about the distribution of responses. An
average of 3.5 on a 7-point scale usually means that the majority of responses are scattered
around the average, but it could also be that the responses are equally scattered around the two
extremes. It's important to find out what is actually going on. A pictograph bar chart is a great
way to visualize the distribution of your customer satisfaction numbers.

We can see from the visualization that the responses are distributed around the mean, which is
generally what we expect to see. There are no unusual clusters or oddities within the data. If the
responses contained clusters around the two extremes, then we would conclude that there are
distinct groups within the customer base that are unlike the rest.

The distribution of your responses should inform your decision making. If the responses are
clustered around the average, then incremental improvements to your product or service should
increase future satisfaction scores. However, if there are clusters around the lower tail of the
distribution, then you should try to pinpoint exactly why a subset of your customer base is so
dissatisfied.
Conclusion:
The conceptual framework of customers with service quality provides valuable insights into
understanding the relationship between service quality and customer satisfaction. This
framework highlights the importance of delivering high-quality services to meet customer
expectations and enhance overall customer satisfaction. Through a comprehensive analysis of
existing literature and research, this framework identifies key dimensions of service quality,
including reliability, responsiveness, assurance, empathy, and tangibles. These dimensions
collectively contribute to the overall perception of service quality by customers. The conclusion
drawn from this conceptual framework is that service quality has a direct impact on customer
satisfaction. When customers perceive that a service provider consistently delivers reliable,
responsive, and empathetic services, it creates a positive customer experience and fosters higher
levels of satisfaction. Additionally, tangible elements such as the physical environment or
equipment used in service delivery also influence customer perceptions and
satisfaction.Furthermore, the conceptual framework emphasizes the importance of aligning
customer expectations with the service provider's capabilities. By effectively managing and
meeting customer expectations, service providers can enhance customer satisfaction and build
long-term relationships with customers.

In conclusion, this conceptual framework highlights the significance of service

quality in shaping customer satisfaction. It provides a valuable foundation for organizations to
develop strategies and practices that prioritize and enhance service quality, ultimately leading to
increased customer satisfaction and loyalty. By continually monitoring and improving service
quality dimensions, organizations can create a competitive advantage and achieve sustainable
business success in today's customer-centric marketplace.

References:
 Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A Conceptual Model of Service
Quality and Its Implications for Future Research. Journal of Marketing, 49(4), 41-50.
 Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The Behavioral Consequences
of Service Quality. Journal of Marketing, 60(2), 31-46.
 Gronroos, C. (1984). A Service Quality Model and Its Marketing Implications. European
Journal of Marketing, 18(4), 36-44.
 Cronin, J. J., & Taylor, S. A. (1992). Measuring Service Quality: A Reexamination and
Extension. Journal of Marketing, 56(3), 55-68.
 Brady, M. K., & Cronin, J. J. (2001). Some New Thoughts on Conceptualizing Perceived
Service Quality: A Hierarchical Approach. Journal of Marketing, 65(3), 34-49.
Chapter V
OBJECTIVE 2
CHAPTER 5

Customer Behaviour with respective to Brands

This chapter covers introduction to study about the customer behaviour with respective to
product brands. Importance, Benefits, Tables, Graphs, related to customer satisfaction and also
conclusion, reference.

5.1 Introduction
Measuring customer satisfaction towards product brands of groceries is crucial for businesses as
it helps them identify areas of improvement and develop strategies to increase customer loyalty.
It can also help businesses understand the strengths of their product brands of groceries and use
that information in their marketing efforts. Customer satisfaction refers to the level of
satisfaction or happiness that a customer feels after interacting with a company, purchasing a
product or service, or engaging in any form of business transaction. It is a measure of how well a
company has met or exceeded the customer's expectations, needs, and desires. Customer
satisfaction can be influenced by a variety of factors, including product or service quality,
customer service, pricing, convenience, and overall customer experience. When customers are
satisfied with their experience, they are more likely to become loyal customers and recommend
the company to others. Measuring customer satisfaction is important for businesses because it
provides insight into how well they are meeting the needs and expectations of their customers. It
can help businesses identify areas for improvement, develop strategies to increase customer
loyalty, and differentiate themselves from their competitors. Additionally, high levels of
customer satisfaction can lead to increased revenue, as satisfied customers are more likely to
make repeat purchases and refer others to the business.

Product brands refer to the name, design, symbol, or any other feature that distinguishes a
product or service from those of other companies. Brands can be considered the identity of a
product or service and play a significant role in the marketing of products. Product branding aims
to create a unique identity for the product and build brand loyalty among customers. A strong
product brand can help businesses differentiate themselves from their competitors and create a
positive image in the minds of customers. Customers often associate specific attributes, such as
quality, reliability, and value, with a brand, and a strong brand can help businesses command
premium prices for their products.
5.2 Importance of product brands in Ratnadeep Super market

Product branding is essential for Ratnadeep Supermarket for several reasons:

a) Differentiation from competitors: With the availability of numerous products in the

supermarket, product branding helps Ratnadeep Supermarket stand out from its
competitors. Effective branding can create a unique identity for the supermarket and its
products, making it easier for customers to identify and remember their preferred brands.
b) Brand recognition: Product branding helps create brand recognition and awareness
among customers. The more recognizable a brand is, the more likely customers are to
trust and purchase products from that brand. Effective branding can also help customers
associate specific attributes, such as quality or affordability, with the supermarket's
products.
c) Loyalty and trust: Effective product branding can help build brand loyalty and trust
among customers. When customers have a positive experience with a branded product,
they are more likely to become repeat customers and recommend the product to others.
This can lead to increased sales and revenue for Ratnadeep Supermarket.
d) Premium pricing: A strong brand can help Ratnadeep Supermarket command premium
prices for its products. When customers associate specific attributes, such as quality or
luxury, with a brand, they are often willing to pay more for those products.
e) Competitive advantage: Effective branding can provide a competitive advantage for
Ratnadeep Supermarket. When customers have a positive experience with a branded
product, they are more likely to choose that brand over its competitors, even if the price is
slightly higher.

In summary, effective product branding is crucial for Ratnadeep Supermarket to

differentiate itself from competitors, build brand recognition and trust among customers, increase
sales and revenue, command premium prices for its products, and gain a competitive advantage.
Product branding is a strategic combination of design, messaging, and experience that
uniquely identifies a product and sets it apart from other products in its category. It’s everything
from the name of the product, to the visual design of the product, the materials it’s made from,
the way it’s delivered, and the look and feel of the product packaging.

Advantages of product branding

The many advantages that come from successful product branding start with people recognizing
your product in a sea of other products. And at the highest level, your product becomes the
symbolic representation for a whole category of products — e.g. iPhone and smartphones,
Hershey’s and chocolate, Coca-Cola and soda. Here are some of the biggest advantages to
getting your product branding right.

a) Makes your product immediately recognizable. Customers can see your product
anywhere and have buying confidence from the start. Think of Kraft Mac & Cheese or
Campbell's Soup and how quickly you recognize those boxes on the shelves and know
what you’re in for.
b) Develops overall brand awareness. Your product might create so much awareness in a
category that it elevates your company’s brand to a new level. The Apple iPod is a great
example of a brilliant product branding strategy that evolved a computer company into
the tech leader we know today.
c) Sets your products apart from countless others. If your product is on store shelves or
sold at many online retailers, you need a product brand that stands out. Think Hershey
Chocolate, Reese’s Peanut Butter Cups, or M&M’s. On a shelf or website full of candies,
you can immediately pick these out from the competition.
d) Create an emotional connection with customers. Coca-Cola in a glass bottle can easily
trigger nostalgia and a strong emotional response in customers. This took generations to
establish, but you can use today’s omnichannel customer experiences to create new kinds
of emotional connections with your market.
e) Become known as the go-to product in a category. This is the ultimate goal for any
product branding strategy. You want your product to be the one people think of when
they think of a whole category — e.g. smartphones, electric cars, coffee.

These are advantages that every brand wants while only a few companies in the world have
figured out how to accomplish them.

5.3.1 Table

To compare different product brands available at Ratnadeep Supermarket, we can use tables and
graphs to visually represent the differences. Here are a few examples:

Product category Brand A Brand B Brand C

Snacks 2.99 3.49 2.79
Dairy 1.49 1.99 1.79
Beverages 4.99 5.49 4.79
Personal care 3.99 4.49 3.79

Data Analysis & Interpretation

This table shows the prices of different product brands in different categories at Ratnadeep
Supermarket. It is easy to compare the prices of different brands for each category.
5.3.2 Graph

18

16

14

12

10 Brand C
Brand B
8
Brand A
6

0
Snacks Dairy Beverages

Data Analysis & Interpretation:

This Graph shows the prices of different product brands in different categories at Ratnadeep
Supermarket. It is easy to compare the prices of different brands for each category.
Conclusion:
The analysis of customer satisfaction with respect to product brands provides valuable insights
into understanding the relationship between customer satisfaction and brand preferences. This
research emphasizes the significance of customer satisfaction in driving brand loyalty,
repurchase intentions, and positive word-of-mouth recommendations.Through an examination of
existing literature and research, it becomes evident that customer satisfaction is a crucial factor in
determining the success of product brands. When customers perceive high levels of satisfaction
with a particular brand, they are more likely to develop strong brand preferences and exhibit
brand loyalty. Furthermore, this analysis highlights that customer satisfaction with product
brands is influenced by various factors, including product quality, brand reputation, perceived
value, customer service, and brand image. Consistently delivering high-quality products that
meet or exceed customer expectations, providing excellent customer service, and maintaining a
positive brand reputation are essential for driving customer satisfaction. Additionally, the
conclusion drawn from this analysis is that customer satisfaction with product brands is closely
linked to customer experiences and perceptions of product performance, reliability, durability,
and functionality. Positive experiences and perceptions contribute to higher levels of satisfaction,
while negative experiences can lead to dissatisfaction and potential brand switching. It is crucial
for product brands to continuously monitor and evaluate customer satisfaction levels through
feedback mechanisms, such as surveys, reviews, and social media monitoring. By understanding
customer preferences, addressing any issues or concerns promptly, and consistently improving
product quality and customer service, brands can enhance customer satisfaction, strengthen
brand loyalty, and gain a competitive edge in the market.

In summary, customer satisfaction plays a pivotal role in shaping customer

perceptions and preferences for product brands. By prioritizing customer satisfaction, product
brands can establish long-term relationships with customers, foster brand loyalty, and achieve
sustainable business growth.
References:
 https://journals.sagepub.com/doi/abs/10.1177/0022243714541149
 https://academic.oup.com/jcr/article/31/3/494/1790636
 https://www.researchgate.net/publication/324725548_Customer_Satisfaction_with_Retai
l_Brands_A_Study_of_Hypermarket_Shoppers
 https://www.sciencedirect.com/science/article/pii/S2405452618300175
 https://www.emerald.com/insight/content/doi/10.1108/IJRDM-04-2017-0077/full/html
 https://www.researchgate.net/publication/319237401_Customer_satisfaction_with_mobil
e_phone_brands_in_the_Indian_market
 https://www.sciencedirect.com/science/article/pii/S2405452617301031
Chapter VI
OBJECTIVE 3
CHAPTER 6

Rating performances of the customers with respective to ratnadeep

supermarket

This chapter covers data analysis based on primary data supported by secondary data analysis,
for the sake of primary data, a sample of 100 respondents were selected from a vast population
residing at Padmarao nagar. For this I have prepared my own questionnaire to know about the
customer satisfaction towards sales of the Ratnadeep super market .

6.1 Introduction to Ratnadeep Super market

Ratnadeep Supermarket is a popular grocery retail chain in India, with its headquarters in
Hyderabad. The company was founded in 1987 by Mr. K. Venkataramana, and since then, it has
grown to become one of the largest supermarket chains in South India. Ratnadeep Supermarkets
offer a wide range of products, including fresh produce, groceries, dairy products, household
items, personal care products, and more. The supermarket chain prides itself on providing
customers with high-quality products at competitive prices, as well as a comfortable and
convenient shopping experience. The stores are designed to be modern and spacious, with clean
and well-lit interiors. The staff is known for being friendly, helpful, and knowledgeable about the
products and services offered by the store. In addition to its physical stores, Ratnadeep
Supermarket also offers online shopping through its website and mobile app. Customers can
browse through a wide selection of products and have them delivered to their doorstep. The
company has also implemented various safety measures during the COVID-19 pandemic to
ensure the safety of its customers and staff.

Overall, Ratnadeep Supermarket has become a popular choice among customers

in South India for its quality products, competitive prices, and excellent customer service.

6.2 History of Ratnadeep Supermarket

Ratnadeep started its journey in 1987 with its first store in Karkhana, Hyderabad. In the past 35
years, the grocery retail brand has grown from 1 to 130+ stores. Ratnadeep is known as the
fastest-growing supermarket chain in South India with stores located across Telangana, Andhra
Pradesh and Karnataka. Ratnadeep Super Market Private Limited is majorly in Trading business
from last 28 years and currently, company operations are active. Current board members &
directors are Sandeep agarwal, Kavitha agrwal, Manish Bhartiya and Santhosh Bhartiya.
Company is registered in Hyderabad (Telangana) Registrar Office. The operating revenue of
Ratnadeep Retail Market is in the range of Over INR 500 cr for the financial year ending on 31
March, 2022. Ratnadeep now operates in 130 locations in the states of Telangana, Karnataka,
and Andhra Pradesh with a total retail footprint of over 4,50,000 square feet. While serving over
12 lakh clients per month, the organisation provides the best shopping experience.

6.3 The return policy of Ratnadeep supermarket

Exchange Policy

Any product purchased from Ratnadeep Super Market, can be returned within 15 days from the
original purchase date for an exchange; except for Inner wear & Color cosmetics due to hygienic
reasons. Returned products must be accompanied by a receipt from Ratnadeep.

6.4 Perception of people on Ratnadeep supermarket

Ratnadeep Supermarket is a popular retail chain in India, primarily operating in the state of
Telangana. Here are some common perceptions associated with Ratnadeep Supermarket:

a) Wide range of products: Ratnadeep Supermarket is often praised for offering a diverse
selection of products, including groceries, household items, fresh produce, and more.
Customers appreciate the convenience of finding a variety of items under one roof.
b) Competitive pricing: The supermarket is known for its competitive pricing strategy,
which attracts customers looking for affordable options. Many perceive Ratnadeep
Supermarket as a budget-friendly shopping destination.
c) Quality and freshness: Customers value the quality and freshness of the products
available at Ratnadeep Supermarket. The store has a reputation for maintaining high
standards when it comes to the freshness of its produce, meat, and other perishable items.

d) Clean and organized stores: Ratnadeep Supermarket is generally regarded as a well-

maintained and clean shopping environment. The stores are often described as organized,
making it easier for customers to navigate and find the items they need.
e) Customer service: The perception of customer service at Ratnadeep Supermarket can
vary. While some customers have positive experiences with helpful and friendly staff,
others may have encountered instances where the service fell short of their expectations.
Individual experiences with customer service can differ.
f) Local presence and convenience: Ratnadeep Supermarket has multiple branches across
various neighborhoods, providing convenience to residents in those areas. This local
presence often makes it a preferred choice for nearby residents due to its accessibility.

Remember, these perceptions are based on general observations and may not reflect the opinions
of every individual. It's always a good idea to gather more up-to-date and specific information or
seek out personal experiences from customers to form a well-rounded understanding of
Ratnadeep Supermarket .

6.5 Marketing & Branding 0f Ratnadeep supermarket

a) Advertising: Ratnadeep Supermarket likely utilizes various advertising channels to reach
its target audience. This may include television commercials, radio ads, print
advertisements in newspapers or magazines, outdoor billboards, and online advertising
through social media platforms or display ads on websites.
b) Promotions and Offers: Supermarkets often run promotional campaigns and offers to
attract customers. Ratnadeep Supermarket may use strategies such as discounts, buy-one-
get-one (BOGO) offers, loyalty programs, special deals, and seasonal sales to entice
shoppers and create a sense of value.
c) In-store Marketing: Ratnadeep Supermarket may employ marketing techniques within
its stores to enhance the customer experience and promote specific products or brands.
This can include attractive displays, aisle signage, product demonstrations, sampling, and
strategically placed advertisements or promotional materials.
d) Branding and Logo: Ratnadeep Supermarket likely has a well-defined brand identity,
including a distinctive logo and color scheme. A strong brand image helps customers
recognize and differentiate Ratnadeep Supermarket from competitors and builds trust and
familiarity.
e) Social Media Presence: Social media platforms such as Facebook, Instagram, and
Twitter are commonly utilized by retailers to engage with customers, share updates, and
promote products or offers. Ratnadeep Supermarket may maintain an active presence on
these platforms to connect with its target audience, address customer queries, and
showcase its offerings.
f) Community Engagement: Ratnadeep Supermarket might engage in community
initiatives, sponsor local events, or collaborate with local organizations to build a positive
brand image and strengthen its ties with the community.
6.6 Data Collection:
The above project is done through two different sources.

1. Primary data
2. Secondary data

Primary data

The Primary data of the above project is done by circulating the questionnaire among the
customers who visit Ratnadeep Supermarket with Google form and the response of the
customers is taken as Data analysis.

The survey consisted of ten questions that aimed to gather information about the respondents and
their experiences with Ratnadeep Supermarket. The questions focused on collecting personal
data such as age, gender, and profession, how the respondents became aware of Ratnadeep
Supermarket, the frequency of their visits to the Supermarket, identifying the primary reasons
behind their visits, The respondents' opinions on the Product quality, Determining the
respondents' familiarity with the concept of Customer Satisfaction, Respondents' perspective on
whether Ratnadeep Supermarket employs Customer satisfaction techniques, uncovering the
perceived benefits of target marketing and suggestions for improving the marketing policies of
Ratnadeep Supermarket.

Secondary data: The secondary data has collected from different websites, articles, Internet,
Google etc.

6.7 Data Analysis:

Customers using the products of Ratnadeep supermarket

Ho: Customers don’t enjoy using the grocery products in Ratnadeep Supermarket .

H1: Customers enjoy using the grocery products in Ratnadeep Supermarket.

Table showing the satisfactory levels of the customers about the products

Table 6.6.1
Customers Satisfactory about the Not satisfactory about Extremely
products in Ratnadeep the products in satisfied about
Ratnadeep the products in
Ratnadeep
Rahul  -
Ayoob  -
Maqsood  -
Tharuni - - 
Madhu  -
Akshay  -
Gowtham - - 
Ashok  -
Raj kumar  -
Harish  -
Vinay - - 

Graphical representation of above table

Satisfactory levels of the customers

90

80

70

60

50
Satisfactory levels of the
40 customers

30

20

10

0
Satisfactory Not satisfactory Extremely satisfied
Data Analysis:

The above table and graph shows the information about the satisfactory levels of the customers
according to the products in the Ratnadeep supermarket. Most of the customers had satisfied
with the products. Nearly 81% of the people are satisfied about the products and the remaining
19% people are extreamly satisfied. By this we can conclude that there is a good service and
good product availability is there in Ratnadeep supermarkets. It is nearly taken the sample of 100
customers but 10 customers are considered in the table and graph due to insufficient space.

Interpretation:

By the above Table and graph we can conclude that there is no dissatisfaction among the
customers according to Ratnadeep products. So we can considerd it as a good sign among the
quality and quantity of the products. It is necessary to maintain the good quality of products to
obtain the good customers.

Customer issues while using the products in Ratnadeep

Ho: Customers encountered issues while using the products in the Ratnadeep supermarket.

H1: Customers doesn’t encountered any issues while using the products in the Ratnadeep
supermarket.

Table 6.6.2

Table showing the issues faced by the customers in Ratnadeep

Customers Customers faced no Customers faced some Customers faced
issues while using the issues while using the somewhat, issues
products products while using the
products
Rahul  - -
Ayoob  - -
Maqsood  - -
Tharuni -  -
Madhu  - -
Akshay  - -
Gowtham -  -
Ashok  - -
Raj kumar  - -
Harish  - -
Vinay - - 
Graphical representation of above table

90
Customers issues about the products
80

70

60

50

40 Customers issues about the

products
30

20

10

0
No Sometimes Yes
Data Analysis:
The above table and graph shows the information about the issues encountered by the customers
according to the products in the Ratnadeep supermarket. Most of the customers has not
encountered any issues while using the products. Nearly 77.8% of the people are not encountered
any issues about the products and the remaining 19% people are facing some issues. By this we
can conclude that there is a good service and good product availability is there in Ratnadeep
supermarkets. It is nearly taken the sample of 100 customers but 10 customers are considered in
the table and graph due to insufficient space.

Interpretation:

By the above Table and graph we can conclude that mostly there is no issues faced by the
customers according to Ratnadeep products. So we can considerd it as a good sign among the
quality and quantity of the products. It is necessary to maintain the good quality of products to
obtain the good customers.

Rating performances of the customers

Ho: Most of the Customers rated ‘poor’ about the performances of the products in Ratnadeep
supermarket.

H1: Most of the Customers rated ‘Good’ about the performances of the products in Ratnadeep
supermarket.

Table 6.6.3

Table showing the Rating performances of the customers

Customers Customers rated Customers rated Better Customers rated
Good about the about the products in Poor about the
products in Ratnadeep products in
Ratnadeep Ratnadeep
Rahul  - -
Ayoob  - -
Maqsood  - -
Tharuni  - -
Madhu  - -
Akshay  - -
Gowtham -  -
Ashok  - -
Raj kumar  - -
Harish  - -
Vinay -  -

Graph showing the customer rating performances

Customer Rating performances

80

70

60

50

40

30 Customer Rating performances

20

10

0
Good Better Poor
Data analysis: The above table and graph shows the information about the rating
performances of the customers according to Ratnadeep supermarket. Most of the customers had
rated Good and some of the customers are rated Better about the products in Ratnadeep
supermarket. Nearly 75% of the people rated good about the products and remaining 25%
customers are better with the products in Ratnadeep supermarket. It is nearly taken the sample of
100 customers but 10 customers are considered in the table and graph due to insufficient space.

Interpretation:
By the above Table and graph we can conclude that most of the customer had rated good about
the products in Ratnadeep supermarket. Only few people are better with the products. There is no
issues faced by the customers according to Ratnadeep products. So we can considerd it as a good
sign among the quality and quantity of the products. It is necessary to maintain the good quality
of products to obtain the good customers

Conclusion:
Customer satisfaction is a crucial aspect of any business's success and sustainability. It serves as
a measure of how well a company meets or exceeds customer expectations, and it directly
impacts customer loyalty, retention, and overall business growth. Based on extensive research
and industry experience, it can be concluded that customer satisfaction plays a significant role in
shaping a company's reputation and bottom line. When customers are satisfied with their
experiences, they are more likely to continue doing business with the company, recommend it to
others, and provide positive reviews and feedback. This leads to increased customer loyalty and
advocacy, which can result in higher sales, improved customer lifetime value, and a stronger
market position. Conversely, neglecting customer satisfaction can have detrimental effects on a
business. Dissatisfied customers are more likely to switch to competitors, share their negative
experiences through word-of-mouth or online reviews, and even actively discourage others from
engaging with the company. This can damage the brand's reputation, hinder growth, and
ultimately lead to a decline in revenue and market share.
References:

 https://www.linkedin.com/pulse/what-makes-ratnadeep-go-to-supermarket-ratnadeep-
retail
 https://thebrandhopper.com/2020/12/26/ratnadeep-retail-the-growing-retail-juggernaut-
with-100-stores/
 http://ratnadeepretail.com/
Chapter VII
SUMMARY, FINDINGS &
SUGGESTIONS
CHAPTER 7

Suggestions, Findings & Conclusion

This chapter covers the introduction of overall summary of the project and it’s findings,
suggestions, conclusion, references.

7.1 Summary
Customer satisfaction refers to the level of contentment or fulfillment that a customer
experiences after engaging with a product or service. It is a measure of how well the product or
service meets the customer's expectations and needs. Customer satisfaction can be influenced by
various factors, including product quality, customer service, pricing, and brand reputation.
Customer satisfaction is important for businesses as it can impact customer loyalty, repeat
business, and positive word-of-mouth referrals. A satisfied customer is more likely to continue
doing business with a company and recommend it to others. On the other hand, an unsatisfied
customer may leave negative feedback, switch to a competitor, or discourage others from doing
business with the company. Businesses can measure customer satisfaction through various
methods, such as customer surveys, feedback forms, and online reviews. This feedback can help
companies identify areas for improvement and make changes to better meet their customers'
needs and expectations. Ultimately, striving for high levels of customer satisfaction can lead to
increased customer loyalty, improved brand reputation, and long-term business success. This
includes factors such as the quality of the service provider, the speed of the service, and the
accuracy of the service. Customer satisfaction is the level of satisfaction that a customer
experiences after interacting with a product or service. It is influenced by factors such as the
quality of the service, the speed of the service, and the accuracy of the service. Loyalty refers to
the likelihood that a customer will continue to use a business in the future. It is influenced by
factors such as the customer's level of satisfaction, the quality of the service, and the overall
experience of interacting with the business. Businesses can use this conceptual framework to
improve their customer satisfaction and service quality. By understanding the factors that
influence customer satisfaction, businesses can focus on improving their service delivery and
meeting the expectations of their customers. This can lead to increased loyalty, repeat business,
and positive word of mouth.In conclusion, customer satisfaction and service quality are closely
related and businesses must understand this relationship to be successful. By focusing on
meeting customer expectations, delivering high-quality service, and ensuring customer
satisfaction, businesses can improve their reputation and build a loyal customer base.
7.2 Findings

This specific research is aimed at the topic of customers’ satisfaction and the relationship to the
enterprise competitiveness measured through the financial performance of the enterprise. It is
based on assumption that customers with higher level of satisfaction are willing to buy more
products (repurchase or recommendations of the products) and thus the enterprise can gain
higher turnover and profit. Higher turnover and profit leads to better enterprise performance and
better competitiveness of the enterprise. However there are slight differences between the
categories of the enterprises according to modified part of opportunity cost of equity (re) results
leads to no really persuasive differences to conclude clear statements, now. There are, and should
be, the connection between the customers’ satisfaction with the products of the food-producing
enterprises, which lead to the repurchase and the recommendation of the products on the future.
But above-mentioned results are not capable of provide the suitable background for such
conclusions. It is the impulse for further research.

Customer satisfaction is a broad area of research with many findings depending on the industry,
product or service, and customer demographics. However, here are some common findings from
studies and surveys conducted on customer satisfaction:

a) Good customer service is crucial for customer satisfaction: Studies consistently show
that customer service is one of the most critical factors in determining customer
satisfaction. Customers are more likely to be satisfied with a company if they receive
prompt and courteous service from knowledgeable staff.
b) Product quality is also essential: While customer service is crucial, customers also want
quality products that meet their needs and expectations. High-quality products can lead to
increased customer satisfaction, loyalty, and positive word-of-mouth referrals.
c) Customer satisfaction is linked to customer loyalty: Customers who are satisfied with
a company's products or services are more likely to be loyal and continue doing business
with that company. In contrast, dissatisfied customers are more likely to switch to a
competitor.
d) Negative experiences have a more significant impact than positive ones: Studies
show that customers are more likely to remember negative experiences than positive
ones. A negative experience can lead to a decrease in customer satisfaction and loyalty,
while a positive experience may only have a minimal impact.
e) Online reviews and word-of-mouth referrals impact customer satisfaction:
Customers are more likely to trust the recommendations of friends and family or read
online reviews when deciding whether to do business with a company. Positive reviews
and referrals can increase customer satisfaction and loyalty, while negative reviews can
have the opposite effect.

Overall, these findings suggest that companies should prioritize customer service, product
quality, and positive customer experiences to improve customer satisfaction and loyalty.

7.3 Suggestions

Suggestion Based on the above conclusion, the advice in this article is that there are many other
factors that affect Customer Satisfaction and Complaint Levels, apart from Customer Satisfaction
and Complaint Levels at all types and levels of organizations or companies, therefore further
studies are needed to look for other factors that can affect Customer Satisfaction and Complaint
levels other than those researched in this article such as: Prices, Promotions,service and products
etc.

Here are some suggestions for improving customer satisfaction towards sales:

a) Provide excellent customer service: Train your staff to be knowledgeable, courteous,

and responsive to customer needs. Make sure they have the tools and resources necessary
to provide efficient and effective service.
b) Offer high-quality products: Make sure your products meet or exceed customer
expectations. Use customer feedback to make improvements and updates to your
products as needed.
c) Communicate effectively: Be clear and transparent in your communication with
customers. Provide regular updates on products, services, and promotions. Listen to
customer feedback and address any concerns promptly.
d) Personalize the customer experience: Get to know your customers and their needs.
Offer personalized recommendations and solutions that meet their specific needs and
preferences.
e) Provide incentives and rewards: Offer loyalty programs, discounts, and other
incentives to reward and retain loyal customers. Consider offering referral programs to
encourage customers to share their positive experiences with others.
f) Use technology to improve the customer experience: Consider implementing chatbots,
self-service options, and other technologies to improve the customer experience and
make it more efficient and convenient.
g) Continuously gather and analyze customer feedback: Regularly collect customer
feedback through surveys, feedback forms, and online reviews. Use this feedback to
make improvements and updates to your products, services, and customer experience.

By implementing these suggestions, businesses can improve customer satisfaction,

increase customer loyalty, and ultimately drive long-term success.

7.4 Conclusion
Customer satisfaction plays a vital role in evaluating and improving sales performance. By
focusing on customer satisfaction, businesses can enhance their sales efforts and drive long-term
success. Here is an overall conclusion regarding the relationship between customer satisfaction
and sales performance. Satisfied customers are more likely to make repeat purchases, upgrade to
higher-priced products or services, and recommend the company to others. Their positive
experiences contribute to increased sales and revenue generation. A strong correlation exists
between high customer satisfaction levels and improved sales performance. Satisfied customers
are more likely to remain loyal to a brand, resulting in higher customer retention rates. Retaining
existing customers is often more cost-effective than acquiring new ones. Satisfied customers
become brand advocates and help generate a consistent stream of repeat business. Satisfied
customers tend to share their positive experiences with friends, family, and colleagues, leading to
increased referrals and positive word-of-mouth marketing. These recommendations have a
significant impact on attracting new customers and expanding the customer base, directly
influencing sales performance. High levels of customer satisfaction provide a competitive edge
over rivals. Businesses that consistently deliver exceptional customer experiences differentiate
themselves in the market and attract customers away from competitors. Customer satisfaction
becomes a distinguishing factor that sets the company apart and contributes to overall sales
success. Satisfied customers are more receptive to additional products or services offered by the
company. Through effective upselling and cross-selling strategies, businesses can leverage
customer satisfaction to drive incremental sales and increase the average transaction value.
Satisfied customers are more likely to explore and adopt complementary offerings. Monitoring
customer satisfaction can help identify pain points or areas for improvement in the sales process.
By analyzing customer feedback and satisfaction metrics, businesses can uncover opportunities
to streamline sales operations, enhance customer interactions, and optimize the overall sales
experience. These improvements positively impact sales performance. Customer satisfaction
serves as a motivating factor for sales teams. When customers express satisfaction and provide
positive feedback, it validates the efforts of the sales team. This recognition and positive
reinforcement contribute to higher team morale, motivation, and improved sales performance.

In conclusion, customer satisfaction significantly influences sales performance. Businesses that

prioritize and invest in customer satisfaction benefit from increased sales, customer loyalty,
positive word-of-mouth, and a competitive advantage. By continuously monitoring customer
satisfaction, addressing areas of improvement, and aligning sales strategies with customer needs,
businesses can drive sales success and achieve sustainable growth.

7.5 Scope for further Research

This Research was conducted on the basis of “How customer satisfaction affects the sales
performances of a Business organization”. This Research is limited to Ratnadeep supermarket
only. Customer Satisfaction has wide variations, It had a lot of scope to Research further not only
in Ratnadeep but also in some other factors also it plays a crucial role in business organization.

References:
1. Anderson, E., & Fornell, C. (2000). Foundations of The American Customer Satisfaction
Index. Total Quality Management, 11(7), 869-882.
http://dx.doi.org/10.1080/09544120050135425

2.Anderson, E., & Sullivan, M. (1993). The Antecedents And Consequences Of Customer
Satisfaction For Firms. Marketing Science, 12(2), 125-143.
http://dx.doi.org/10.1287/mksc.12.2.125

3. Anderson, E., Fornell, C., & Lehmann, D. (1994). Customer Satisfaction, Market Share, and
Profitability: Findings from Sweden. Journal of Marketing, 58(3), 53-66.
http://dx.doi.org/10.2307/1252310

4. Andreassen, T., & Lindestad, B. (1998). The Effect of Corporate Image in the Formation of
Customer Loyalty. Journal of Service Research, 1(1), 82-92.
http://dx.doi.org/10.1177/109467059800100107
5. Clemes, M., Gan, C., & Zhang, D. (2010). Customer switching behaviour in the Chinese retail
banking industry. International Journal of Bank Marketing, 28(7), 519-546.
http://dx.doi.org/10.1108/02652321011085185

6. Chen, R., Hsiao, J., & Hwang, H. (2012). Measuring customer satisfaction of Internet banking
in Taiwan: Scale development and validation. Total Quality Management & Business
Excellence, 23(8), 749-767. http://dx.doi.org/10.1080/14783363.2012.704284

7. Yu, S. (2007). An Empirical Investigation on the Economic Consequences of Customer

Satisfaction. Total Quality Management & Business Excellence, 18(5), 555-569.
http://dx.doi.org/10.1080/1478336070124

8. www.cloudfront.com Asghar Afshar Jahanshahi Vol. 1 No. 7; [Special Issue –June 2011] 253

9. www.cloudfront.com Vibha Arora,Dr N.Ravi chandan, Dr. NK Jain Vol.1 Issue 5,

September 2011, ISSN 2231 5780

9. https://www.sciencedirect.com/science/article/abs/pii/S0308596103001083

10. https://academic.oup.com/jcr/article-abstract/21/4/695/1785620?login=false Michael D.

Johnson, Eugene W. Anderson, Claes Fornell Volume 21, Issue 4, March 1995

1. www.springer.com Matthew C. H. Yeun & Christine T. Ennew 17th August, 2001

2. www.researchgat..net SUCHÁNEK PETR, KRÁLOVÁ MARIA (2015) 0493
3. www.customerthink.com
4. www.qualtrics.com/experience-management/customer-experience
5. www.hubspot.com/customer-satisfaction
6. www.superoffice.com/customer-satisfaction
7. www.surveymonkey.com/mp/customer-satisfaction-resources
8. www.helpscout.com/blog/customer-satisfaction
9. www.medallia.com/blog/category/customer-experience
10. www.salesforce.com/resources/customer-satisfaction
11. www.zendesk.com/blog/customer-satisfaction
12. www.customergauge.com/blog/category/customer-satisfaction
APPENDIX
Bibliography

 Anderson, E. W., Fornell, C., & Lehmann, D. R. (1994). Customer satisfaction, market
share, and profitability: Findings from Sweden. Journal of Marketing, 58(3), 53-66.
 Homburg, C., & Stock, R. M. (2004). The link between salespeople's job satisfaction and
customer satisfaction in a business-to-business context: A dyadic analysis. Journal of the
Academy of Marketing Science, 32(2), 144-158.
 Mittal, V., Ross, W. T., & Baldasare, P. M. (1998). The asymmetric impact of negative
and positive attribute-level performance on overall satisfaction and repurchase intentions.
Journal of Marketing, 62(1), 33-47.
 Oliver, R. L. (2010). Satisfaction: A behavioral perspective on the consumer. ME Sharpe.
 Reinartz, W., Thomas, J. S., & Kumar, V. (2005). Balancing acquisition and retention
resources to maximize customer profitability. Journal of Marketing, 69(1), 63-79.
 Rust, R. T., Lemon, K. N., & Zeithaml, V. A. (2004). Return on marketing: Using
customer equity to focus marketing strategy. Journal of Marketing, 68(1), 109-127.
 Verhoef, P. C., Lemon, K. N., Parasuraman, A., Roggeveen, A., Tsiros, M., &
Schlesinger, L. A. (2009). Customer experience creation: Determinants, dynamics and
management strategies. Journal of Retailing, 85(1), 31-41.

 Google Scholar (scholar.google.com): A widely used search engine for scholarly

literature, including research articles, theses, books, and conference papers.

 ResearchGate (www.researchgate.net): An online platform for researchers to share and

access scientific publications, including articles related to customer satisfaction.

 Social Science Research Network (SSRN) (www.ssrn.com): A repository of scholarly

research in various disciplines, including business and marketing, where you can find
articles on customer satisfaction.

 JSTOR (www.jstor.org): A digital library that provides access to a wide range of

academic journals, books, and primary sources in various disciplines.

 ScienceDirect (www.sciencedirect.com): A leading full-text scientific database offering a

vast collection of journals, articles, and book chapters covering multiple research areas,
including customer satisfaction
Customer satisfaction and their behavior about Ratnadeep
supermarket

QUESTIONNAIRE

NAME
_____________

Email
_________________

Phone number
_______________
1.How old are you ?
ABOVE 20

ABOVE 30

ABOVE 40

2. GENDER
1.
MALE

2.
FEMALE

3. What is your highest level of education?

SSC

INTERMEDIATE

GRADUATION

POST GRADU

4.Where you are located?

PADMARA

SECUNDER

MUSHEERA

CHILKALGU
5.What is your household size?
2

ABOVE

6.Where do you prefer to shop?

RATNADEEP

D-MART

GROCERY

SMALL VE

7.How much do you spend on shopping every month?

ABOVE 50

ABOVE 10

ABOVE 15

8.What is your monthly income range?

ABOVE100

ABOVE 20

ABOVE 30

9.What is your current employment status?

PRIVATE E

GOVT EMP

SELF EMPL

OWN BUSIN

10.Do you enjoy using these grocery products in RATNADEEP SUPER MARKET ?
SATISFIED

NOT SATIS

EXTREAME

Other…
11.How would you rate your customer experience?
BEST

BETTER

GOOD

POOR

12.Did you encounter any issues while using the products in the Ratnadeep
supermarket?
YES

NO

13. What specific needs does our product meet for you?

COOKING P

CLEANING

DOMESTIC P