Saurabh sharma presentation

TOPIC
Post Purchase Level of Customer Satisfaction OfHyundaiCars At
BEEAARHYUNDAI Gorakhpur.
PRESENTEDBY-
SaurabhKumarSharma
SUMMER TRAINING PROJECT PRESENTATION
CentreForManagementStudies(CMS)

COMPANY PROFILE
• Hyundai Motor India Limited (HMIL) I s a wholly owned subsidiary of
Hyundai Motor Company (HMC), head quarter in South Korea .
• The second largest car manufacturer and the largest passenger car
exporter from India.
• HMIL Forms a critical part of HMC’s Global export hub.
•HMIL has been India’s number one exporter for last ten years consecutively.
•To support its growth and expansion plans, HMIL currently has 445 Dealers
and 1,100 service points across India.
•To provide customers with cutting –edge global technology , Hyundai has its
multi –million dollar R&D facility in Hyderabad.
.

HMIL currently has ten car models across segments :–
 Eon i10
Xcent
Grand i10 Verna
•
,

 Elite i20 i20 Active
CRETA
Santa fe Elentra

MD & CEO
Hyundai India Motor Ltd.
Managing Director & CEO
 Mr. Y K Koo is the Managing Director of Hyundai Motor India Limited. He
joined Hyundai Motor Company, South Korea in 1984.
 Mr. Y K Koo has global experience in Sales and Marketing in world markets.
Prior to Hyundai Motor India he was the General Director & COO of Hyundai
Motor (CIS) for 5 years.
 He was one of the founder members of Hyundai Motor India’s operation in
1997 and played a key role in building Sales and Marketing operation from
2008-2011.

Customer Satisfaction Survey for HYUNDAI
 In this world of competition any organization cannot avoid Customers.
 It has become a necessity for an organization for its survival in any industry
so that customer Satisfaction plays important role in each an every product
life cycle.
 Today Companies are facing toughest competition ever, the intense
competition makes the companies to take the necessary steps.
 To retain their existing customer as well as attract new once.
This will help company to know about wants and expectation of customers.
The company can also know if there are any problems faced by the
customers.

OBJECTIVES
1. To Study Post Purchase Level Of Customer Satisfaction Of BEEAAR
HYUNDAI.
2. To study the factors those satisfy and delight the customer.
3. New Enquiry Generation With The Help Of Existing Customers.
Secondary Objectives
1. To find out problem faced by customers.
2. To know customer opinion about BEEAAR HYUNDAI’s vehicles.

RESEARCH METHODOLOGY
 Research Technique- Quantitative Method.
 Research Design- Descriptive Research Design.
 Sampling Method- Convenience -sampling method.
Data Collection
 Primary data was collected through Interview method & observation
methods of data collection.
 To support the study we collected some data from secondary sources.
Secondary data was collected through-:
 Newspapers, Magazines , journals.
 Internet (company websites & market trens)
Sample size- 80 customers.

Data Analysis
1.Which Model of Hyundai are you using?
1.EON ( 18.75%)
2. i10 (15 %)
3.Grand i10 (12.50 %)
4 i20 Active ( 11.25 %)
5. Elite i20 ( 13.75 %)
6. Verna ( 7.5 %)
7.Santa fe ( 0 %)
8. Elentra ( 5.0 %)
9. CRETA (10 % )
10. Xcent (6.25)
15
12
10
9
11
6
0
4
8
5
EON
i10
Grand i10
i20 Active
Elite i20
Verna
Santa fe
Elentra
CRETA
Xcent

18
22
14
9
17
0
Mileage
Price
Features
comfort
4
3.Preference for choosing a Particular cars ?
a) Mileage (22.50 % )
b) Price (27.50 %)
c) Features (17.50 %)
d) Comfort (11.25 %)
e) Performance (21.25 %)

Data Analysis
4.Are you satisfied with the Hyundai cars if
not why?
a) Satisfied ( 73.75 %)
b) Dissatisfied due to mileage ( 5.0%)
c) Dissatisfied due to price (15 %)
d) Dissatisfied due to Discomfort (2.5%)
e) Dissatisfied due to futures (3.75 %)
59
4
12
2
3
Satisfied
disstisfie
d due to
mileage
dissatisfi
ed due to
price

9
41
5
18
7
Excellent
Good
Very good
Average
Below average
5. Are you satisfied with the Post
sales services that you received
from Hyundai ?
a) Excellent ( 11.25%)
b) Good (51.25 %)
c) Very good (6.25 % )
d) Average (22.50%)
e) Below Average (8.75 %)

6. Do you prefer Hyundai-Insurance over any
other insurance option?
a) Yes b) No
67
13
Yes
No

7. Did you receive any intimation through calls or
letters for the “service due” date to get your
vehicle serviced?
a) Yes b) No
64
16
Yes
No

4
467
16
6 EXCELLEN
T
GOOD
VERY
GOOD
AVERAGE
BELOW
AVERAGE
8. Are you satisfied with the overall service of
Hyundai? How will you rate it ?
a) Excellent (5.0%)
b) Good (57.50%)
c) Very good (8.75%)
d) Average (21.25 %)
e) Below Average (7.50%)

9. In which sector do you think/feel Hyundai
should Improve?
a) Price (47.50% )
b) Quality (11.25 %)
c) Service ( 20 % )
d) Mileage ( 15.0%)
e) Other ( 6.25 % ) 38
9
16
12
Price
Quality
Service
Mileage
Other

New Enquiry Generation
RFFERAL SCHEME (APRIL 2016 TO OCTOBER 2016)
Under this scheme customers are benefited with a coupon worth rate
Rs. 3000 if they refer or recommend a new customer to buy Hyundai car
and the recommended one successfully buys the car. Coupon can be
redeemed on car servicing , merchandise or any add on in their cars.
Other Options for Enquiry Generation
WALKING Field generation INCOMONG
Advertisement Self own source Print ad
Print ad happiness checklist Cold Call
Referral Exchange Hyundai loan service
Workshop Canopy
Service camp

Feedback post sales
Feedback with in 24hrs, Feedback with in 15 days , Feed with in 30 days.
It is a way to get to know whether customer is ok with service or not if
he/she having any problem , will be resolved through:-
 Mail
 Phone
 Home visit
After resolving the complaint , the customer are requested to confirm
that problem has been resolved by different formats they are as follows :-
 Clarification letter
 Apology letter
 Satisfaction letter

FINDINGS
It is observed that :
1. It is found that almost 75% of the respondent are satisfied with the
overall service provided by the company ,rest of the respondents who
were not satisfied because of price and their need & expectation.
2. It is also observed that Hyundai is providing excellent features which
satisfies their customers but accessories which they provides , are
quite expensive at the same.
3. Company is providing good post sales services as per response of the
respondents. few says some improvement requires as for as car
servicing charges are concerned.
4. As for as “ service due” information is concerned the respondents are
informed on time .
Continued….

5. Most of the respondents are concerned with mileage and price of the car
with appropriate features.
6. Most of the respondent said they would like to recommend Hyundai cars
to other
7. To fetch the new customer from the existing one, Hyundai has started a
scheme named Referral Scheme .
( Referral scheme , 15 April to 15 October 2016). Which is effective up to
some extent.

SUGGESTIONS
 Company should improve/upgrades its employee’s product knowledge,
market situation, and its competitor’s knowledge by giving proper training to
employee.
 Company should think about the cost of the accessories that they provide
are of best feature but are quite expensive
 It will be beneficial for the company to make the warehouses near to the
Showroom and there should be roof facility, adequate security facility in the
Warehouse.
 The Company should not only concentrate on the customer satisfaction
but also the company led to monitor their competitor’s performance in their
areas of operations.
 The Company should make changes according to the other competitors &
according to the customer’s expectations.

CONCLUSION
 It has been observed that most customers are satisfied with pre sales
services similarly most of these customers are dissatisfied with the post
sales service which is the matter of concern for the company.
 Hyundai needs to work over their pricing strategy.
 High customer satisfaction level helps the company to retain its existing
customer as well as generate new customer through word to mouth
publicity.
 Customer satisfaction index is a good tool to make improvements in the
products and services of the company. And therefore should utilize
carefully & kept as Confidential as possible.

Questionnaire Format
NAME…………………………. Date ..-..-…
ADDRESS…………………………
CONTACT NO…………………………..
1.Which Model of Hyundai are you using?
Car:-……………………………….
2. How many years you are using this model?
a) 0-1 years b) 1-2 years c) 2-3 years d) 3 -5 years
3. Preference for choosing particular car?
a) Comfort b) Mileage c) Feature d) Performance e) Price
4. Are you satisfied with your car?
a) Yes b) No If No,
5.If not satisfied , give the reasons for the same
a) Comfort b) Mileage c) Feature d) Performance e) Price
6. What is your Post-sales experience after purchasing the car?
a) Excellent b) Good c) Average d) Below Average
Continued……

7.. Do you prefer Hyundai-Insurance over any other insurance option?
a) Yes b) No If No,
Then why:-………………………………………………………………………………………..
8. Did you receive any intimation through calls or letters for the “service due” date to get your vehicle
serviced?
a) Yes b) No
9. Are you satisfied with the overall service of Hyundai?
a) Excellent b) Good c) Average d) Below Average
10. In which sector do you think/feel Hyundai should improve?
a) Price b) Quality c) Service d) Other

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