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BIG BAZAAR is a chain of hypermarkets in India, with more than 100 stores in
durable goods product needs and at the same time offering the consumer a choice
Customer Satisfaction Index is a very efficient and effective tool to get the real
Companies use Customer Satisfaction Index to know their strength and weaknesses
Objective
1. To make Customer Satisfaction Index for Big Bazaar.
2. To understand customers expectations.
Methodology
Problem Definition
respondents.
various parameters for comparing brand Big Bazaar with other similar retail
outlets.
arrive to a conclusion that Big Bazaar is more ahead than other similar retail
Data sources were the primary data collected from the respondents and the
instrument used for that are clipboard, questionnaire, pen, pencil etc.
Statement of Problem
Big Bazaar, Rajouri Garden and get solutions to fulfill the objectives.
interview was not an easy task and it required a lot of convincing skills.
QUESTIONNAIRE
CONSUMER BEHAVIOUR SURVEY
1. Why have you visited this store? (Big Bazaar) [MA]
• General browsing.
• Make a purchase.
• Gather information on a product for a later purchase.
• Others
2. Before making a purchase from this store, where did you gather more
information from? [MA]
4. In terms of the convenience of the location of this shop, how would you
rate this store?
Very Inconvenient
Very Convenient
0 1 2 3 4 5 6 7
8 9 10
5. In terms of store’s overall environment how would you rate this store
using this scale? [SA]
6. In terms of the range of products displayed, how would you rate this
store?
0 1 2 3 4 5 6 7
8 9 10
0 1 2 3 4 5 6 7
8 9 10
8. Rate the following attributes on the scale of 1-10 where (0)carries
minimum weightage & (10) maximum:-
Very Low
6 7 8 9 10
Very Good
0 1 2 3 4 5 6 7
8 9 10
Very High 0 1 2 3 4
5 6 7 8 9 10
Very High
0 1 2 3 4 5 6 7
8 9 10
Very High
toResolve Complaints 0 1 2 3 4 5 6
7 8 9 10
Very Good
andattitude 0 1 2 3 4 5 6
7 8 9 10
9. Please indicate what is your overall satisfaction with this store?
10. Based on your experience with this store, if you were asked to make a
recommendation to friends, family and colleagues, how likely will you
recommend this store? [SA]
• Yes • No • Don’t
know
12. If Big Bazaar offers its products to be purchased online, how likely would
you purchase it online? [SA]
15.Is there any suggestions you would like to make to make the Big Bazaar
experience a better one?
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Name: …………………………………………………………………………….. Gender:
M/F
……………………
Findings/Results
• General browsing.
• Make a purchase.
• Gather information on a product for a later purchase.
• Others
2. Before making a purchase from this store, where did you gather more
information from? [MA]
• From consumer review websites. • Friends and family
• TV ads. • By looking at the actual
product in stores.
• Newspaper / Magazine ads • Others
3. What encouraged you to make a purchase from this store? [MA]
• Product on sale/promotion • Usually purchase at this shop
• Reasonable price • Wide range of products
• Extended Warranty • Others
4. In terms of the convenience of the location of this shop, how would you rate this
store?
Very Inconvenient
Very Convenient
0 1 2 3 4 5 6 7 8
9 10
0 1 2 3 4 5 6 7 8
9 10
The average rating of 50 respondents on this parameter is
6.80
7. In terms of availability of brochures or information materials, how would you rate
this store?
0 1 2 3 4 5 6 7 8
9 10
Very Low
Very High
Product Quality 0 1 2 3 4 5 6
7 8 9 10
6.06
Very Bad
Very Good
Product Packaging 0 1 2 3 4 5 6
7 8 9 10
6.52
Very Low
Very High
7 8 9 10
The average rating of 50 respondents on this parameter is
5.76
Very Low
Very High
Price Competitiveness 0 1 2 3 4 5 6 7
8 9 10
5.58
Very High
toResolve Complaints 0 1 2 3 4 5 6 7
8 9 10
5.82
Very Good
andAttitude 0 1 2 3 4 5 6
7 8 9 10
6.46
12. If Big Bazaar offers its products to be purchased online, how likely would you
purchase it online? [SA]
• I will probably buy • I will probably not
buy
• I may or may not buy • Don’t know
1)*Score
D=B*C
Location 3 6.14 0.61 3.74
Overall 5 5.68 1.02 5.79
Environment
Range of 9 6.80 1.83 12.44
Products
Availability of 2 5.12 0.40 2.04
Brochures
Product 4 6.06 0.81 4.90
Quality
Product 4 6.52 0.81 5.28
Packaging
Delivery 3 5.76 0.61 3.51
Commitment
s
Price 9 5.58 1.83 10.21
Competitiven
ess
Resolve 4 5.82 0.81 4.71
Complaints
Communicati 6 6.46 1.22 7.88
on
Average 4.9 5.9 0.995 6.05
prices.
3. Mr.S. Mahajan – To increase floor area.