SUMMER TRANING REPORT ON

CUSTOMER SATISFACTION
FOR
GRACE TOYOTA.

By
Anmol Yadav

In Partial fulfillment for the award of the degree

Under Graduate Degree in Management
(2011-14)






Amity University, Haryana








Name : Anmol Yadav

Form No. : 1359867

Course : BBA

Address for : Grace Toyota, 39
Correspondence milestone, sec- 35,
NHS, Gurgaon.

Contact no. : 8800620408

Project On : Customer satisfaction


Table of Contents

Acknowledgement................................................................................................

Title of the project

1. Introduction to automobile industry 5
2. Evolution in automobile industry. 9
3. Key players in automobile industry. 11
4. Toyota.... 14
5. Vision and mission18
6. Organizational logo...19
7. Grace Toyota.20
8. Customer satisfaction21
9. Objective of the study...25
10. Research methodology..26
11. Data collection...27
12. Data analysis and interpretation..28
13. Satisfaction level...37
15. References .38
16. Findings .....39
17. Suggestions.....41
18. Questionnaire.....42


































ACKNOWLEDGEMENT

My Synopsis Report preparation schedule has been an excellent learning
experience. I feel it of utmost importance to acknowledge the contribution of my
guide without her support and guidance this research would not have been
possible.
I am indebted to Ms. Dimple Tomar, working with Grace Toyota as Head
Customer Relations for showing me right direction in the course of the project. I
am also thankful to her for finding time from her tight schedule and helping me in
various stages of the project right from arranging data to doing data analysis.











Project Title



Customer satisfaction in Grace Toyota
Introduction to Automobile industry.

The automobiles sector is divided into four segments two-wheelers, passenger
vehicles, commercial vehicles, and three wheelers
Indian market before independence was seen as a market for imported vehicles
while assembling of cars manufactured by General Motors and other brands was
the order of the day. Indian automobile industry mainly focused on servicing,
dealership, financing and maintenance of vehicles. Later only after a decade from
independence manufacturing started. India's Transportation requirements were met
by Indian Railways playing an important role till the 1950's. Since independence
the of passenger cars was limited to 40,000 yearly. Even the production was
confined to three main manufacturers Hindustan Motors, Premier Automobiles
and Standard Indian automobile industry faced several challenges and road blocks
like manufacturing capability was restricted by the rule of license and could not be
increased but still it lead to growth and success it has achieved today.



The world standings for the Indian automobile sector, as per the Confederation of
Indian Industry, are as follows:
Largest three-wheeler market
Second largest two-wheeler market
Tenth largest passenger car market
Fourth largest tractor market
Fifth largest commercial vehicle market
Fifth largest bus and truck segment

The Indian Automobile industry includes two-wheelers, trucks, cars, buses and
three-wheelers which play a crucial role in growth of the Indian economy. India
has emerged as Asia's fourth largest exporter of automobiles, behind Japan, South
Korea and Thailand. The country is expected to top the world in car volumes with
approximately 611 million vehicles on the nation's roads by 2050.The Economic
progress of this industry is indicated by the amount of goods and services produced
which give the capacity for transportation and boost the sale of vehicles. There is a
huge increase in automobile production with a catalyst effect by indirectly
increasing the demand for a number of raw materials like steel, rubber, plastics,
glass, paint, electronics and services.

The share of Automobile industry in the last decade in the Indian economy was
around 5% of GDP. The Indian Automobile industry became the seventh largest in
the world with an annual production of over2.6 million units in 2009.



According to the research of Society of Indian Automobile Manufacturers (SIAM),
the overall vehicle sales grew by 30 % in May 2010 to 1,208,851 units, and 8
percent over the previous month of April 2010. Two wheeler sales rose 29 %, with
motorcycle sales increasing 26% to 725,311 units, and scooter sales rising% to
157,509 units in May 2010. Commercial vehicle sales rose 58 % in May 2010. The
medium and heavy commercial vehicle (M&HCV) segment grew to 33.5 % at
245,058 units and total commercial vehicle (CV) sales went up to 38.3 % to
531,395 units in 2009-10. At an estimated 25 % growth, the M&HCV segment
would be about 306,000 units; total CV sales would be about 664,000 units in
2010-11. Mahindra and Mahindra (M&M) is the world's number one tractor
company by selling a record of 1.59 lakh tractors in 2009 surpassing John Deere of
the US.
Top & Major Manufacturers in Automobile I ndustry
Maruti Udyog Ltd.
General Motors India
Ford India Ltd.
Eicher Motors
Bajaj Auto
Daewoo Motors India
Hero Motors
Hindustan Motors
Hyundai Motor India Ltd.
Royal Enfield Motors
Telco
TVS Motors
DC Designs
Swaraj Mazda Ltd











ACHIEVEMENTS
The development story of the Indian automobile industry cannot be complete
without mentioning the Pioneer Mr. J.R.D Tata's role in setting up the Tata group
with high standard Engineering Research Centre (ERC) in 1965 to facilitate
technological advancement. Pioneering the indigenization of scientific knowledge
for trucks in collaboration with Mercedes Benze and launched Maruti 800 in the
year 1983 which changed the dynamics of the passenger car sector in India. It was
also known as the people's car. 60% of the Indian commercial vehicle market is
dominated by Tata Motors.
The first automobile was launched in India in the year 1897 in Bombay.
Today India is being recognized as a potential emerging auto market.
The industry adds up foreign players to their investments.
80% of the segment size is contributed by two-wheelers & motorcycles.
Indian passenger vehicle market is dominated by cars (79%) unlike the
USA.
India is the largest three-wheeler & two-wheeler market in the world. It is
second largest tractor manufacturer in the world, fifth largest commercial
vehicle manufacturer in the world.
India crossed the 1 million mark as the fourth largest car market in Asia
recently.
The industry is expected to grow to US$ 40 billion by 2015 from the current
level of US$ 7 billion in 2008. By the year 2016 the industry is expected to
contribute 10% of the nation's GDP.
Very recently history has been created in the world of Automobile Industry
by Ratan Tata, Chairman (Tata Motors) by launching the world's cheapest
car NANO. The price of the car was around one lakh which gained instant
recognition in the automobile industry across the globe. It heralded the
coming to age of the Indian Automobile Industry.
India is the second Largest Producer of Motorcycles in the world (5.2 Mln)
after China which has a production volume of 12 Mln.




EVOLUTION IN AUTOMOBILE INDUSTRY:

It was in 1898 that the first motorcar rode down Indias roads. From then till the
First World War, about 4,000 cars were directly imported to India from foreign
manufacturers.
The growing demand for these cars established the inherent requirements of the
Indian market that these merchants were quick to pounce upon.91The Hindustan
Motors (HM) was set up in 1942 and in 1944; Premier Automobile (PAL) was
established to manufacture automobiles in India. However, it was PAL who
produced the first car in India in 1946, as HM concentrated on auto components
and could produce their first car only in 1949.It was left to another company,
Mahindra and Mahindra (M&M) to manufacture sturdier utility vehicles, namely
the American Jeep. In the 50s, the Government of India granted approval to only 7
Car dealers to operate in India - HM, API, ALL, SMPIL, PAL, M&M and Telco.
The protectionist policies continued to remain in place. The 60s witnessed the
establishment of the two-three-wheeler industry in India and in the 70s, things
remained much the same. Since the 80s, the Indian car Industry has seen a major
resurgence with the opening up of Indian shores to foreign Manufacturers and
collaborators. The 90s have become the melting point for the car industry in India.
The consumer is king. He is being constantly wooed by both the Indian and foreign
manufacturers. Though sales had taken a dip in the first few months of 1999, it is
back to boom time. New models like Marutis Classic, Alto, Station Wagon, and
Fords Ikon, the new look Mitsubishi Lancer are all being launched with an Eye on
the emerging market. In these last years of the millennium, Suffice it is to say that
Indian cars will only grow from strength to Strength.

The majority of India's car manufacturing industry is based around three clusters in
the south, west and north. The southern cluster consisting of Chennai is the biggest
with 35% of the revenue share. The western hub near
Mumbai and Pune contributes to 33% of the market and the northern cluster
around the National Capital Region contributes 32%.









Exports:
India's automobile exports have grown consistently and reached $4.5 billion in
2010, with United Kingdom being India's largest export market followed by Italy,
Germany, Netherlands and South Africa. India's automobile exports are expected
to cross $12 billion by 2014. In recent years, India has emerged as a leading center
for the manufacture of small cars.


Top 20 export destinations in 20011-2012 and growth from previous year

Rank Country
2011-2012 (in
USD Millions)
2010-2011 (in
USD Millions)
Percentage
Growth
1 USA 593.64 525.24 -11.52
2 Italy 332.35 359.68 8.22
3 Sri Lanka 249.14 216.11 -13.26
4 South Africa 224.93 188.57 -15.79
5 UK 165.57 246.32 48.77
6 UAE 164.44 192.74 17.21
7 Algeria 147.34 265.63 80.28
8 Bangladesh 137.26 164.86 20.11
9 Egypt 134.43 143.54 5.99
10 Germany 133.52 409.63 206.8
11 Colombia 118.88 120.71 1.54
12 Nepal 111.33 98.13 -11.86
13 Mexico 93.80 94.10 0.32
14 Turkey 83.53 73.82 -11.63
15 Spain 81.01 56.96 -29.69
16 France 76.77 134.21 74.83
17 Nigeria 66.01 148.74 125.03
18 Greece 65.75 127.63 94.1
19 Netherland 65.19 163.66 151.05
20 Ghana 59.91 38.30 -36.07















Key players in automobile industry

The top players in the Indian automobile industry have played a key role in the
growth and development of the automobile industry in India. Companies like Bajaj
Auto, Hindustan Motors and TVS Motors, with their ever expansive car dealing
networks, promotional, convenient customer care services, have marked India
among the leading automobile industries

1. Tata motors.
Tata Motors is the largest automobile company of Asia headquartered in
Mumbai, India. Annual Projected revenue for 2010-11 is US$ 27.629
billion. It also occupies the number one position in commercial car segment.
Tata Motors enjoys 31.2% of market share in the multi-utility vehicles,
which in luxury car segment, it has 6.4% market share. Most of the Tata
Motors' vehicles are sold predominantly in India and over 4 million vehicles
have been produced domestically within India.

Tata sold 52,531 units of vehicles during September 2011, comparing to
49,647 units during September 2010 (a growth of 6%). In domestic market,
Tata Motors sold 49,650 units during the same period, comparing to 45,234
units in September 2010.

2. Maruti Suzuki India limited.
Maruti Suzuki India is an undisputed leader in the Indian automobile
industry. Started its journey in February 1981 as Maruti Udyog Limited, the
company created history in the Indian automobile market with its hugely
popular four-wheeler model Maruti 800. The company became the first
Indian automobile company to manufacture one million vehicles in 1994.
The company became Maruti Suzuki India Limited on September 17, 2007.

Maruti's average revenue for the year ending 2011-12 is US$7.13 billion.
Maruti sold 83,306 units of vehicles in September 2009, comparing to
71,000 units in the same month in the previous year (with a growth rate of
17.3%). It also exported 11,712 units during September 2012, comparing to
6,318 units in the same month in the previous year (with a growth rate of
85.4%).



3. Hyundai motor India limited.
Hyundai Motor India Limited, founded in 1998 and a subsidiary of Korean
auto giant Hyundai Motor Company, is the second largest car manufacturer
in India. It is also country's largest passenger car exporter. Hyundai Motor
came very close to the hearts of the Indian auto lovers through its flagship
model Santro.

After the recession, Hyundai Motor saw a growth rate of 25% in the
domestic market. During September 2012, HMIL sold 53,804 units,
comparing to 46,218 units during September 2011. In the domestic market,
it sold 27,803 units in September 2009, comparing to 22,311 during
September 2008. The overseas sales during the same period also grew up 9%
as it sold 26,001 units in September 2012, comparing to 23,907 units during
the same month in the previous year.

4. Mahindra and Mahindra limited.
Mahindra &Mahindra Limited is another auto-giant in India. A part of the
Mahindra Group, M&M is the largest SUV maker in the country. In
September 2012, M&M registered a domestic sale of record 26,921 units,
comparing to 22,729 units in September 2008 (with an increase of 18.4%).
On the other hand, it sold 15,296 units of UV in the same period comparing
to 10,641 units in September 2008 (with a whooping growth of 43.7%).

5. General motors India pvt. Ltd.
General Motors India Private Limited is another top player in Indian
automobile industry. A wholly-owned subsidiary of the auto giant General
Motors, GM India saw a Y-o-Y sales growth of 49% in September 2011
with a sale of 7,654 units, comparing to 5,154 units in September 2010.

6. Bajaj Auto
Bajaj Auto is the second largest two-wheeler manufacturer in India. It is also
the fourth largest two and three-wheeler maker in the world. In September
2009, Bajaj Auto sold 249,795 units of two-wheelers, comparing to 218,494
units in September 2011 (with a growth rate of 14.3%). During September
2012, it also registered a growth of 12.4% in the domestic two-wheeler sales
and 19.9% in two-wheeler export.

7. Honda Siel Cars India Limited (HSCI)
Honda Siel Cars India Limited, a joint venture between the Japanese auto
giant Honda Motor Company Limited and the Indian company Siel Limited,
started its operation in December 1995. In September 2012, HSCI sold 5,794
units, comparing to 3,104 units in September 2011 (with a growth rate of
86.7%).

8. Toyota Kirloskar Motor Private Limited (TKM)
Toyota Kirloskar Motor Private Limited is another top Indian automobile
company. A joint venture between the Japanese auto giant Toyota Motor
Corporation and Kirloskar Group, TKM has a number of car models
including Innova, Corolla, Fortuner, Camry and the Land Cruiser Prado. It
sold 7,657 units in December 2012.

9. Hindustan Motors
Hindustan Motors is another top automobile company in India. It was once
country's largest car manufacturer before Maruti Udyog overpowered it. Its
popular model 'Ambassador' has been extensively used as government
limousine as well as taxi cab in India.

Market share of Indian car companies





Toyota

Introduction

Being the most powerful car maker in the world, Toyota holds many number one
titles: No. 1 sales worldwide, No. 1 sales in Japan, bestselling car in the world
(Corolla), bestselling car in USA (Camry), most factories all over the world, the
widest range of vehicles, highest profitability.
Toyota is a typical example of how Japanese industry succeeded. Although it is
often conservative in design and not very creative in bringing new ideas, its special
attention to build quality and reliability wins customer confidence gradually. Its
emphasis on technology development and production efficiency results in up-to-
date products and good value for money. That's why its cars capture a lot of brains
if not hearts. Nevertheless, in recent years Toyota starts getting more creative no
matter in design and technology. Examples are Pruis and iQ. Hopefully it will be
even stronger in the future.

Toyota does not have many brands and subsidiaries. Most cars are sold under its
own brand, while Daihatsu takes care of mini cars (especially Kei-cars) and Lexus
concentrates on premium and luxury cars. Scion is a youthful brand created by its
US marketing division and is still rather insignificant. Heavy trucks and
commercial vehicles are produced by its subsidiary Hino. Toyota did not invest
into foreign marquees, as it believes more in its own effort.






Brief history:
Kiichiro Toyoda was born in a family of industrialist. His father Sakichi Toyoda
got rich by inventing automatic loom and established Toyoda Automatic Loom
Works. In the late 1920s, motor cars were scarce in Japan, but Kiichiro believed it
would be a big business in the future, so he devoted all his energy into researching
cars as well as visiting car factories in the United States and Europe. Having
opened a motor car division in his family business, he developed the first car, AA,
in 1936, with styling copied from Chrysler Airflow and a straight-six engine
copied from Chevrolet. A year later, the car division spun off from the automatic
loom company and becomes Toyota Motor Co. Ltd.

Eiji Toyoda, the cousin of Kiichiro, took over the managing post of the company.
Under his leadership, Toyota improved its production system upon American
system. The so-called "Toyota Production System" encouraged workers at every
stage to suggest for improvement. Faults are fixed at each stage to prevent from
costly rework at the final quality check. This improved quality as well as overall
efficiency. Besides, the Toyota system introduced "just-in-time" parts delivery to
the supply chain so to eliminate the need of large warehouses for storing completed
parts. This saved costs and reduced risks of oversupply.

Apart from production process, Toyota also devoted high percentage of its
earnings into the latest production equipment in order to raise efficiency. In the
product side, it concentrated on developing small and medium cars in order to
avoid direct competition with the dominating American large cars. These works
paid off in the late 1950s when Japanese economy took off. From 1955 to 1965,
Toyota's output rocketed from 8,400 to 600,000 cars ! During this period, notable
models include the 1955 Crown (first car developed entirely by itself), the 1964
Corona (first successful export to USA) and the 1966 Corolla (Toyota's best seller
in Japan and worldwide). Like other Japanese cars, Toyota cars were renowned for
good value for money, offering competitive performance and features at lower
prices than their Western rivals. Their frequent updates - around 4 years each
generation - kept them fresh in the eyes of consumers.
The domestic factories in Toyota City reached their peak in 1990, with over 4
million cars produced that year. However, this export-driven economy cannot last
forever. Protectionism rose in the United States as well as in Europe. Toyota
relieved such pressure by moving the production of its Camry to USA and Carina
to UK so that local people would feel comfortable with these cars. Production
localization also allowed it to tailor-make its cars to suit the taste of different
markets. In addition to its superior quality control and fuel economy, no wonder
Camry could become America's bestselling car since 1997, beating its Detroit
rivals in their home soil.
Another problem Toyota faced from the late 1980s was the rising yen and labor
costs which made its cars less bargain, especially against Korean cars. The
Japanese giant dealt with this problem by moving production overseas on the one
hand and moving its cars up market on the other hand.

However, following the burst of "bubble economy", Japan went into a decade-long
recession. Inevitably, Toyota had its domestic sales suffered, but fortunately its
overseas business continued growing. Entering 2000s, it resumed rapid growth and
overtook General Motors as the world's bestselling car maker in 2007 (although in
terms of profitability it had been the world's No. 1 much earlier).


Five Main Principles of Toyota
Always be faithful to your duties, thereby contributing to the Company and
to the overall good.

Always be studious and creative, striving to stay ahead of the times.

Always be practical and avoid frivolousness.

Strive to build a homelike atmosphere at work that is warm and friendly.

Always have respect for spiritual matters, and remember to be grateful at all
times.
Business results:
Production results:

FY 2010
(April 2009 to
March 2010)
FY 2011
(April 2010 to
March 2011)
FY 2012
(April 2011 to
March 2012)


Vehicles
Japan
3,721,000 3,940,000 3,956,000
Overseas
3,448,000 3,495,000 2,853,000
Total
7,169,000 7,435,000 6,809,000
Homes
4,727
5,014 5,351
Unit = 1

Sales results:

FY 2010
(April 2009 to
March 2010)
FY 2011
(April 2010 to
March 2011)
FY 2012
(April 2011 to
March 2012)

Vehicles
Japan
1,870,000 1,913,000 2,070,000
Overseas
5,182,000 5,395,000 5,281,000
Total
7,052,000 7,308,000 7,351,000
Homes
5,281
5,157 5,699
Unit = 1













VISION AND MISSION:









TO BULID TOYOTA AS A GLOBALLY TRUSTED BRAND









COMPANY LOGO
















Grace Toyota

Grace Toyota has had a long association with Toyota in India.

Grace Toyota boasts of a state-of-art showroom providing a one-stop destination
for automobile solutions. Grace Toyota is a 'Perfect Blend of expertise and
perfection'. It is an automobile dealer facility with a vision and focus to provide
customer satisfaction by understanding their needs so that it can provide
appropriate solutions. The concept behind the facility was to build Delhi-NCR a
finest dealership as per Toyota norms.

Grace Toyota is promoted and managed by an experienced and dedicated core
team. The automobile industry is continuously evolving and in recent times has
changed a great deal. At Grace Toyota, it is a continuous process to strive to keep
the pace with new initiatives and believe in investing in the latest technology. This
is recognized as an integral part of the dealerships work culture. At the same time,
importance is given to providing a personal touch in all the services to measure up
to the exact demands of its Valued Customers.












Customer satisfaction

Customer satisfaction, a term frequently used in marketing, is a measure of how
products and services supplied by a company meet or surpass customer
expectation.

Customer satisfaction is defined as "the number of customers, or percentage of
total customers, whose reported experience with a firm, its products, or its services
(ratings) exceeds specified satisfaction goals." In a survey of nearly 200 senior
marketing managers, 71 percent responded that they found a customer satisfaction
metric very useful in managing and monitoring their businesses.

Customer satisfaction means money!

The lifetime value of a supermarket customer is estimated at $250,000

IBM in Rochester, Minn., calculates that 1 percent increase in customer
satisfaction is worth $257 million in additional revenue over five years.

Marriott found that each percentage point increased in the customer-wide
satisfaction measure of intent-to-return was worth some $50 million in
revenues.

A study in the Harvard Business Review showed that just a 5 percent
increase in customer retention boosts profits by 25 percent to 125 percent.

Winners of the Malcolm Baldrige National Quality Award ( heavily oriented
toward customer satisfaction) outperform the Standard & Poor's 500-stock
index by 3:1 in ROI

Sears, Roebuck operates on a financial model which shows that a 5 point
improvement in employee attitudes will drive a 1.3 point improvement in
customer satisfaction, which in turn will drive a 0.5 percent improvement in
revenue growth. The model also established that 4 percent improvement in
customer satisfaction translates into more than $200 million in additional
revenues.







Customer dissatisfaction:

The average business loses 10-30% of its customers each year (without
knowing which, when or why lost).

Its more costly to win a new customer than to lose an existing one (5-7
times greater); it takes 12 positive incidents to make up for a negative one.

Customers are three times more likely than service providers to recall the
quality of the personal element in a transaction.

96% of dissatisfied customers never complain to the business, but 91% will
not make return purchases.

70-85% of dissatisfaction is due to customer service not product; 68% of
customers who stop buying do so because they perceive an employee as
discourteous or indifferent.

Dissatisfied customers on average tell 12 friends of the poor service;
satisfied people tell 5 friends (2:1 ratio).

70% will return if complaint is resolved, and 95% of customers would do
business again if a problem is resolved quickly and effectively.

Highly effective companies spend 10% of their operations budget on fixing
problems related to customer complaints; ineffective ones spend 40%.

People who complain are generally younger, have higher incomes, are better
educated, have more experience with the product, are less brand loyal, and
may have higher expectations

For every complaint there are an estimated 25 unnoted complaints.

75% of complaints reported to front line person do not get reported to
management.

Only 20% of complaints are directed to the manager by customers
800# doubles calls to corporate, but only 1 per 100/500 get addressed by a
senior executive.

Quick resolution results in higher satisfaction & loyalty than multiple
contacts.

Losing customers is strongly related to employee turnover; Fortune
magazine found that the companies with the happiest employees also
produced the highest returns to shareholders by a substantial margin, 27.5
percent vs. 17.3 percent for run-of-the-mill companies.


































Some key points on developing loyalty

Since what was once unexpected/unstated becomes expected/stated, you
must keep innovating.
Performance excellence occurs by design, not default
All parts of the organization are part of creating customer loyalty

Reliability: Keeping your promise, doing what you said you will do. Doing
things right the first time.

Assurance: Making the customer feel safe in their dealings with you, being
thoroughly professional and ethical.

Tangibles: How the product/service looks to the client, the appearance of
personnel and equipment, etc.

Empathy: The degree to which the organization and service personnel
understand the individual client and their needs, the ability to adapt the
service to each client, the willingness to 'go the extra' for the client.

Responsiveness: The availability, accessibility and timeliness of the service.
The ability to respond to enquiries and complaints in a timely fashion.


























Objective of the study




To analyze the factors affecting customer satisfaction.

To understand the customer expectation.

To study the problems faced by the customer.



























Research methodology:

1. RESEARCH
a) Type of research - Two types of research has been done for this project.

First: Qualitative interviews through one to one discussions with the
Customers.

Second: Quantitative interviews with internal customers.


b) Sampling technique Simple sampling technique has been used for
collecting data from hundred no. of customers in each questionnaire.
c) Sample size - There were two Questionnaires for quantitative interview with
customers walking in for vehicle delivery and service. And each
questionnaire was having a sample size of 8 questions.
d) Sample description - The survey on customers was done on two types of
samples.
Firstly, those customers who are visiting for vehicle service.
Secondly, those customers who are visiting for vehicle delivery.















Data Collection





a) Instrument used - Structured questionnaire paper/pencil based has been used
as the instrumentation technique for collection of data.
b) Collection of data Data has been collected from the samples through face
to face interviews.






















DATA ANALYSIS AND INTERPRETATION.

For every question, please rate out of 10.

Rating scale:
1-3: very dissatisfied
4-5: dissatisfied
6-7: neutral
8-9: satisfied
10: very satisfied

For Service:

Q1. Ease of arranging service visit & Flexibility to accommodate your schedule?
[Appointment as per your desired date and time].












Q2. Service Advisor overall Behavior: Greetings, Helpfulness at Receiving time &
Delivery time, courtesy, friendliness, responsiveness & thoroughness of
explanation of Service Advisor.





Q3. Dealership Facility Feedback: Ease of driving in & out of facility, area,
Convenience of Dealership location, Cleanliness of dealership & Comfort of
waiting.


Q4. Fairness of the charges [Was the Final amount charged at the time of delivery
Close to the initial estimate at the time of reception?]





Q5. Total time required to service your vehicle [Dealer took Appropriate Time]


Q6. Thoroughness of maintenance/repair work performed [Was the
maintenance/repair done as per your request?]




Q7. Condition/ cleanliness of vehicle on return [Was the vehicle cleaning done as
Per your request?]



Q8. Please rate your overall service experience.
























For Sale:

Q1. Was the vehicle delivered to you on the date promised by dealership?



Q2. On the day of delivery, how much time it took from the Time you arrived at
the dealership, till you drove out with new car?








Q3. How would you rate your experience on the day of delivery?










Q4. How would you rate courtesy & friendliness provided to you at the dealership?










Q5. How would you rate the overall experience of the dealership?




Q6. How would you rate the explanation of vehicle features by the sales person?





Q7. Would you recommend this dealership to a friend or a relative?






Q8. TOP 5 Concerns as per customer ratings.





Satisfaction level:

In case of service of vehicle, the customers were satisfied to varying levels in
varying aspects. But on an average 80.25% of customers were highly satisfied with
the overall facilities provided and timing of service.

In case of sales too varying levels of satisfaction were observed among customers.
On an average 78% of customers were highly satisfied.
































References:

The websites where I gathered the information from are:

1. Scholar.com

2. Google.com

3. Wikipedia.org

4. Slideshare.com

5. Yahoo.in

6. Winsteps.com

7. Gracetoyota.in

8. Toyota.com

9. Globetechhub.com



















Findings


Service:


4% could not get service as per their schedule/choice, while 79% could and
remaining was neutral.

Only 2% customers were not satisfied with the location of the dealership,
cleanliness, convenience and facility, while 83% were.

All the customers were satisfied with the behavior and approach of sales
advisor.

2% not satisfied with the fairness of charges, 78% were highly satisfied.

2% not happy with the service time taken, 78% were highly satisfied.

5% not satisfied with the thoroughness of maintenance, but 80% were
highly satisfied.

10% not satisfied with the cleanliness of vehicle, 76% were highly satisfied.

3% not satisfied with overall experience, 91% were highly satisfied.




Sales:


97% of the customers got their vehicle delivered as on the promised date.

87% customers had their vehicles delivered in less than 60 minutes.

89% of customers felt, they had good experience on the day of vehicle
delivery.

91% customers felt that the SO was friendly.

90% said that they had an overall good experience.

84% felt that the vehicle feature explanation done by the SO was sufficient.

94% said that they would strongly recommend this dealership to a friend or a
relative.

All the customers satisfied with the behavior and approach of SO.































Suggestions:

A better communication channel should be set up, so that with minimum
effort, the customer can be served best.

Customer first, priority should be the main aim, as it leaves an impression
on customer.

The customer should not be kept waiting, it leaves a bad impression on
customer.

Before the delivery of the vehicle the customer should be called in advance
and confirmed about his arriving time, so that the SO can ready beforehand.

The customer should be well informed about the documents he is
responsible for (DO), so that the vehicle delivery does not get late or
postponed.

The customer should be well informed about the charges, as later he should
not feel cheated while charging for service.

The SO should be friendly and should explain to the customer about the
vehicle as per his comfort.
















Questionnaire :( service)

NAME................................................................
ADDRESS:.................................................................................................................
..................................................................................
PHONE: (R)................................ (M)....................................
GENDER: 1. MALE 2. FEMALE
EDUCATIONAL
QUALIFICATION:.......................................................................

Please rate out of 10:
Rating scale:
1-3: very dissatisfied
4-5: dissatisfied
6-7: neutral
8-9: satisfied
10: very satisfied

Q1. Ease of arranging service visit & Flexibility to accommodate your schedule?
[Appointment as per your desired date and time].

Q2. Service Advisor overall Behavior: Greetings, Helpfulness at Receiving time &
Delivery time, courtesy, friendliness, Responsiveness & Thoroughness of
Explanation of Service Advisor.

Q3. Dealership Facility Feedback: Ease of driving in & out of facility,
Convenience of Dealership location, Cleanliness of dealership & Comfort of
Waiting area.

Q4. Fairness of the charges [Was the Final amount charged at the time of delivery
Close to the initial estimate at the time of reception?]

Q5. Total time required to service your vehicle [Dealer took Appropriate Time].

Q6. Thoroughness of maintenance/repair work performed [Was the
Maintenance/Repair done as per your request?]

Q7. Condition/ cleanliness of vehicle on return [Was the vehicle cleaning done as
Per your request?]

Q8. Please rate your overall service experience.


Questionnaire (Sales):

Q1. Was the vehicle delivered to you on the date promised by dealership?

Q2. On the day of delivery, how much time it took from the time you arrived
at the dealership, till you drove out with your new car.

Q3. How would you rate your experience on the day of delivery?

Q4. How would you rate courtesy & friendliness provided to you at the dealership?

Q5. How would you rate the overall experience of the dealership?

Q6. How would you rate the explanation of vehicle features by the sales person?

Q7. Would you recommend this dealership to a friend or a relative?

Q8. TOP 5 Concerns? (Please mark 1,2,3,4 and 5 as per your knowledge).
C&F
Delayed delivery
FABing
Vehicle readiness
Any other