A study on customer satisfaction provided at pantaloons
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Pantaloons is India's largest fashion retailer with over 7,000 stores across 375 cities. The document discusses a study on customer satisfaction at Pantaloons. It analyzes customer demographics, shopping behaviors, factors influencing purchases, and experiences with products, services, and loyalty programs. The study found that customers are generally satisfied but more variety, competitive discounts, and improved billing and exchange processes could further enhance the customer experience.
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A study on customer satisfaction provided at pantaloons
- 1. A STUDY ON CUSTOMER SATISFACTION PROVIDED AT PANTALOONS Submitted by Shekhar Jyoti Das 17-PGDM-ABPM-35
- 2. INTRODUCTION Pantaloons is owned by Aditya Birla fashion and retail Limited, A US $4 billion diversified industry and India's largest manufacturer of linen fabric. India's largest fashion network, with over 7,000 POS across over 375 cities and towns Offers, customers a variety of apparels and accessories from the globally renowned brands Operating in 40 countries across the globe with over 130,000 employees
- 3. PRODUCTS Men • Cover Rig, Lombard, Bare Leisure, SF Jeans, Bare Denim, JM Sport, Byford, F Factor and trendy brands like John Miller and Akkriti Women • Bare Leisure, Bare Denim, Rig, Honey, Ajile, Annabelle, RangManch, Trishaa, Akkriti, Lee Cooper, Biba Kids • Bare Denim, Bare Leisure, Rig and exclusive brands like Chalk, Poppers, Pink & Blue Latest • Candies, Alto Moda, Spykar, AND, Turtle, Global Desi, 109F, Chemistry, and Giny & Jony
- 4. NEED FOR STUDY Customer service is an unavoidable part of a company’s customer value proposition Used to create such competitive advantage as a service proposition would be harder to copy for competitors Consistent delivery of superior service requires design and execution of a system of activities that includes people, technology, and processes. Websites, live chats with technical staff, databases tracking individual customers' preferences, payment methods, pattern of buying etc., Tracking of service levels to recognize areas for improvement are often integrated into other enterprise operational software tools such as ERP software.
- 5. CUSTOMER SATISFACTION ATTRIBUTES • Up to mark ProductQuality • best in quality and discountsDifferentiation • Use of Internet TechnologyAccess Face Value Ambience Cleans, safe & well organized environment Highly respected & reputed brands
- 6. LOYALTY PROGRAMS Pantaloons Green card, loyalty program designed exclusively for Pantaloons' customers offered to over 4 million members, entitles members to discounts, point’s redemption and special privileges at all Pantaloons stores. Customer shops, the card updates with increasing privileges and discounts. Benefits covered under Green card include discounts, complimentary parking, delivery of altered garments, relaxed exchange policy, complimentary shipping, exclusive sale preview & billing counters.
- 7. OBJECTIVES OF STUDY To check if the availability of goods and variety of products and services attract customers towards Pantaloons. To measure the satisfaction level of overall shopping experience at Pantaloons.
- 8. RESEARCH METHODOLOGY • To find out the experience of customers while shopping in pantaloons. Research Approach • Interacting with people directly it can be through direct interviews and questionnaires. Primary Data • Secondary data is collected from company websites and various Literature reviews. Secondary Data • Random stratified sampling was chosen for research. • CSD of pantaloons was the location Survey Design
- 9. SAMPLING PLAN • Sample Size of 80 respondents chosenSample Size • Pantallons store at Gariahat Kolkata was chosen as sample unit Sampling Unit • Questionnaire method was used to view responses of respondents. Contact Method
- 10. DATA INTERPRETATION Age - The maximum number of footfalls, are due to the young population.
- 11. DATA INTEPRETATION CONTD. Occupation - The student segment dominates the footfall on weekends. Offers should be modified for their conversion and retention Service sector gets 20% of vote because of festive occasion & sales
- 12. DATA INTERPRETATION CONTD. Frequency of visiting pantaloons - 50 % respondents have visited pantaloons every month 32 % visited pantaloons once in a 6 month Pantaloons is easily reachable and covers a large variety of apparel & cosmetics.
- 13. DATA INTERPRETATION CONTD. Most important factor that influences to buy from pantaloons - Pantaloons have a wide variety of products (54%) Better quality has been voted (30%) Better services (11%)
- 14. DATA INTERPRETATION CONTD. Variety & quality of products available at pantaloons - 48 respondents have rated well with the existing variety and quality of products, 19 respondents have voted excellent 10 people have chosen average.
- 15. DATA INTERPRETATION CONTD. Experience at CSD (Customer Service Desk) - Service quality of a store is sensed from the service desk 60% of the respondents are satisfied with the CSD 12.7% of customers rated average Personal interaction with the respondents revealed that minor issues regarding cards and points are handled immediately.
- 16. DATA INTERPRETATION CONTD. Exchange policy of Pantaloons - For loyalty members extension is up to 90 days 54.4% of respondents rated good 26.6% customers voted average because of no exchange on footwear and selected garments.
- 17. DATA INTERPRETATION CONTD. Billing experience at pantaloons - 40.5% are satisfied with the billing experience 25.3% of the respondents have stated average because less numbers of counter available 16.5% respondents have below average of experience level because of the time factors.
- 18. RESEARCH FINDINGS People were little dissatisfied but overall satisfied compared to some other outlets Majority of respondents complained about the variety of products & non availability of footwear products Ladies complaint about variety of jewelry Location made Pantaloons easily accessible & thus attracted more consumers Pantaloons operates in discount retailing but discounts offered were not promising for the customers Respondents were dissatisfied due to the less parking space at Pantaloons which was used by the employees
- 19. CONCLUSION The research report aims to study consumer attitude towards Pantaloons and highlights its strengths and weaknesses Retail in India is a booming sector nowadays and Pantaloons should try to benefit more from it Data suggests that they should emphasizing on the 25-35 age segment to add more loyal members and maximize the revenue. Customer get exhausted if they stand in a queue to get the billing done, even for 10 minutes and so billing time is removed Their in-house brand availability and value of money are the main factors that attract more consumers to their stores
- 20. RECOMMENDATIONS Pantaloons needs to provide play space for children coming with their parents for entertainment Pantaloons should include more variety of products in its basket to acquire the convenience of availability of all products under one roof More computers should be included at exchange counter and number of billing counters should be increased during the sales and festive season The schemes and offers should be analyzed before generalizing to customers Staff should be trained to assist people and to make them understand the benefits of green card membership to strengthen Customer loyalty. Good quality of merchandise, which should be trendy and compete with the latest market trend.