Feedback_analysis
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This document summarizes the results of a survey given to attendees of a company's 115th anniversary event. Most respondents appreciated guest lectures and suggested adding case discussions and research papers. AAK products were the most popular. Doctors with 10+ years of association were identified as a key customer group. Most customers were satisfied with sales visits monthly but increasing frequency for newer customers was suggested. Suggestions to improve future events included adding lectures, research presentations and recognizing female achievements. Obtaining customer emails to continue engagement was proposed.
Feedback_analysis
- 2. INTRODUCTION Problem Definition The objective is to determine the feedback of the attendees and ascertain the probable areas for improvement Research Design Questionnaire-Personal Interviews Data Analysis Given in subsequent slides
- 3. Survey Questions 31, 26% 89, 74% Respondents who attended 115TH ANNIVERSARY Attended Not Attended
- 4. Survey Questions 99, 83% 8, 7% 12, 10% Preferred Event Lecture Award Function Nothing Specific INFERENCE: Most of the respondents have appreciated guest lectures and have asked for additional related events such as case discussions and research papers. The slot for the same can hence be increased !
- 5. Survey Questions 23% 18% 11% 12% 36% Product Preference AAK Bilagyl Vanari Makar/gulkand Others INFERENCE: AAKs have come out to be the most appreciated product (23%) closely followed by Bilagyl (18%)
- 6. Survey Questions 30% 24% 22% 29, 24% Years of Association with Sandu less than 5 5-10 yrs 10-20 yrs more than 20 yrs INFERENCE: As per discussion, the criteria of invitation was the amount of customer base developed with the support of the concerned doctor. Hence, we can see that the doctors who have an average association of 10 years are the potential area where we work can be done
- 7. Survey Questions 20, 17% 70, 59% 16, 13% 10, 8% 4, 3% Salesperson visit Frequency (per month) Less than 1 1 2 more than 2 Need based INFERENCE: Average frequency of the visit is one per month. The critical details derived out of this have been defined later in the presentation
- 8. Sales and Marketing Inference 109, 91% 11, 9% Customer Satisfaction Satisfied Not-Satisfied
- 9. Sales and Marketing Inference 8 out of the 20 customers who have frequency of <1 per month identified themselves as NOT Satisfied with the services Inference: 40% respondents consider sales person visits to be critical. Hence the focus should be on improving the visit frequency. An alternative can be maintaining contact with these people through e-mail or phone The list of these respondents has been given as a printout
- 10. Sales and Marketing Inference 13 out of 20 customers who have frequency of <1 per month have association of less than 5 years with Sandu Pharma Inference: Regular updation of the new customer base added needs to be done and the same should be communicated to them. A possible way of doing is to prepare an excel file of all the customers that the firm presently has. All updates should be made to this file The file should also include the areas these customers are based in This way individual sales person will have the idea about clients in his/her area
- 11. Suggestion for the Function 26% of the respondents had attended the 115th anniversary function. 100% of them were happy with the arrangements this year citing the reasons as: Easy and less time consuming registration Overall organization of the function
- 12. Suggestion for the Function Some suggestions given are as under: More lectures by Experts should be included Research paper presentation and case discussion should be included Awards should also be given to females who have excelled in the field Some of the participants could not understand the proceeding as they were predominantly in Marathi. (Special request by Dr. Ravindra Vatsyayan)
- 13. Future course of Action In order to obtain a more detailed feedback, the following strategy can be implemented E-mails of the customers can be obtained by the Sales Force at the time of visit Alternative to this can be to obtain the e-mails at the time of registration These e-mails can be used to contact the doctors/distributors after the event so that constant communication can be maintained without employing extra man-power Also, it was observed that many respondents preferred to have the feedback form mailed to them so that they may take time and respond later
- 14. The report has been prepared based on the feedback obtained from 120 respondents. 10 responses have been discarded owing to incomplete information The time provided for carrying out the process was less. The same could have been extended by collecting e-mail ids of all present and asking for a feedback later. This would have increased the accuracy of the analysis due to increased sample size Limitations