A REPORT

ON

CUSTOMER SURVEY

For

MUTUALFUND DEPARTMENT
BY
S. Suman Reddy (09VWCMA091)
Alliance Business Academy

MAHINDRA & MAHINDRA FINANCIAL SERVICES LTD

Date of Submission: 8th August, 2010

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 DECLARATION

I hereby declare that all the information that have been collected, analyzed and known for the project

is entirely authentic possession of mine.

I would like to category mention that the work here is not purchased nor acquired by any other unfair

means. The data and information existing in this report are accurate and update to the current data, to the

best of my knowledge.

However for the purpose of the project, information already compiled in many sources has been

referred.

S. Suman Reddy (09VWCMA091)

Alliance Business Academy

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 ACKNOWLEDGEMENT

I was inducted as a summer trainee at Mahindra and Mahindra Financial Services

Ltd.(MMFSL), Bangalore on 17th May, 2010. In the persuasion of my project as a part of my MBA
program, I have put in substantial efforts and found pleasure in doing that. I would like to take this
opportunity to pay my sincere gratitude to RAVEENDRAN .E.K, Zonal Head (South) of Investment
Products and to my College guide Mr. K.N. GUHA for extending their help and support at every step
during the course of my internship.

I am also grateful and would like to show my deep gratitude to Mr. R. BABU (Regional Co-
ordinator) Mutual Funds, Mr. M.N. DEEPAK (Area Head) Investment Products &
V.PARANDHAMAN (Relationship Manager) Investment Products for their valuable guidance and
support rendered throughout the course of my project.

I would also like to express my thanks to my parents, my brother & my friends who have directly
or indirectly guided me and provided me with their moral support for the completion of my project.

S. Suman Reddy (09VWCMA091)

Alliance Business Academy

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 TABLE OF CONTENTS

05
01 Abstract
06
02 Introduction
07
03 Objectives and scope of Project
08
04 Profile of the Company
10
05 Introduction of Mutual Funds
17
06 Introduction of fixed Deposit
18
07 Snapshot of Work done in Internship
19
08 Analysis & Interpretations
23
09 Limitations of the survey
24
10 Findings
24
11 Recommendations
25
12 Suggestions
25
13 Conclusion
26
14 Annexure
27
15 References

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 ABSTRACT

The title of the project under taken is “Customer Survey in Mutual Fund Department”.
Area of the project is mutual funds and fixed deposits.
The main purpose of doing this project is to know about the customer satisfaction for the service provide by
the Mahindra & Mahindra Financial Services Limited in Mutual Funds Department. This project helps in
getting details about customer satisfaction and their suggestions to improve the service in different
categories.
In this project also observed investment habits of various retail investors and then provide them with
appropriate investment plans available with Mahindra Finance in sync with their financial goals in their
future life. We are also tracking the performance of various funds in terms of the return earned by their
schemes with respect to predetermined benchmark and comparison of similar schemes of different funds, and
also track the performance of the fund managers in terms of return, their products are earning and the kind of
risk they take.
The later part of the project deals with the marketing activities undertaken by the fund houses in promoting
their funds and also the marketing done by me in convincing prospective customers to invest in the funds
suitable to them through Mahindra Finance.

Mutual funds now represent perhaps the most appropriate investment opportunity for most small investors as
financial markets become more sophisticated and complex, investors need financial intermediary who
provides the required knowledge and professional expertise on successful investing. This is where Mahindra
& Mahindra Financial Services Ltd. comes in to picture as they financial advice for financial planning.

A Mutual Fund is a trust that pools the savings of a number of investors who share a common financial goal.
The money thus collected is then invested in capital market instruments such as share, debentures and other
securities. The income earned through these investments and the capital appreciations realized are shared by
its unit holders in proportion to the number of units owned by them.

This project also later followed by a survey of around 1000 persons of various places in Bangalore to study
customer satisfaction for the service provided by the Mahindra & Mahindra Financial Services Limited.
There perception about their savings and how they see mutual funds in their portfolio and their benefits in
their financial planning.

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 INTRODUCTION

This project basically deals in mutual funds and fixed deposits as a potential investment options for
different investors with their distinctive advantages and disadvantages. It will be also helpful to know that
investors’ satisfaction for service provide by Mahindra & Mahindra Financial Services Limited.

This project try to explain the benefits of both the investment avenues and how these are going to be
the suitable for different persons portfolio and how much response should be of both in any person portfolio
as for financial planning perspective.

Project also deals with portfolio analysis of existing clients of Mahindra and give the suggestions for
same as about their future strategy with the investment as whether they should continue that or not and to
properly justified the analysis.

This project also deals in a detailed client feedback survey of existing clients of Mahindra. This survey
is done purely for knowing the investors approach towards their investments and their satisfaction level of
Mahindra service that is provided to them and their status of benefit from Mahindra finance and the asset
management company services that are like time to time updates and portfolio sheet. This analysis gives an
opportunity to suggest some important solutions to Mahindra to retain the clients and to know loopholes exist
in some investment services as satisfying the client.

Training here in Mahindra finance was satisfying and it helps in gaining substantial knowledge of
product. Training also helps in providing knowledge to how to use these techniques in market and about the
technical part of mutual funds with provides the knowledge of tax calculation and dividend planning with
how to measure funds performance. It also helped in fundamental parts of market with stock market
knowledge and the portfolio analysis with the knowledge on fixed deposits and its advantages.

Finally the project also compose of survey of 1000 existing customers to find out the satisfaction levels
for service provide by Mahindra Finance.

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 Objective of the Project

• To study customer satisfaction for the service provide by Mahindra & Mahindra Financial
Services Limited in mutual fund department.
• To get the knowledge of different types of Investment products.
• Training aims to portfolio analysis and to know the investment objectives.
• To get a look of corporate tie ups
• Study various aspects to analyze the performance of investment products.

SCOPE OF THE STUDY

The title of the project under taken is “Customer Survey in Mutual Fund Department”. Area of the
project is mutual funds and fixed deposits.

The study here has been limited to mutual funds and fixed deposits. It is also includes mechanism of
both investment option and what are the facilities provided by the both investment option. This project is also
focuses on other wealth management scenario which also includes portfolio analysis, client feedback survey
and presentations with promotion of products that is important aspect of mutual funds projects.

This project also focuses on fixed deposit and show how this is the safest option for investments and
how it is useful to every investors so to keep in their portfolio for investment.

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 PROFILE OF THE COMPANY

Mahindra & Mahindra Financial Services Ltd. (MMFSL)

Vision:
The Vision of Mahindra Finance is to be a leading rural finance company and continue to retain the
leadership for Mahindra Products
Mission:
ü To be recognized as the premier provider of financial services on the basis of its contribution to sale
of Mahindra range of vehicles, tractors, services & help M&M protect its sale through availability of
finance.
ü To specialize in financing products based on applications and build on the competence developed in
its focus area.
ü To help M&M develop better products by providing first hand information from the target market.

Company Profile:
Mahindra & Mahindra Financial Services Limited (MMFSL) is a non banking finance company from
the House of Mahindra’s established with a view to provide finance to the prospective buyers of Mahindra
range of utility vehicles and tractors. MMFSL is a leading rural finance company in the organized private
sector.
MMFSL was incorporated in Jan 1991 with participation mainly from Mahindra & Mahindra Ltd.
(M&M), Kotak Mahindra and Mahindra Dealers. MMFSL is a subsidiary with M&M holding 97%.MMFSL
has a wide network of 305 branches spread in 25 states and 2 union territories across the country covering
almost 80% of the districts in India.
MMFSL extends finance through hire purchase / loan and lease modes. The company designs tailor
made scheme suitable for each product and each location. The company has a client base of over 4 lacks as
on date. The company also extends finances for purchase of non-competing products like cars of reputed
manufacturers like Maruti, Hyundai, Tata Motors, MMFSL also finances pre-used vehicles.
The company has a subsidiary called Mahindra Insurance Brokers Ltd to undertake insurance broking
business. This license has been issued by the Insurance Regulatory & Development Authority (IRDA) to
undertake direct broking activities for both, life and general insurance businesses in May 2004. MMFSL
accepts fixed deposits from major locations viz. Mumbai, Pune, Chennai, Kolkata, Ahmadabad and Jaipur.

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Services Offered By Mahindra Finance

Finance For:
ü Tractor
ü Mahindra Utility Vehicles
ü Mahindra Light Commercial Vehicles
ü Cars
ü Three Wheelers
ü Used Vehicles
Other Services
Ø Investment Advisory Services

Mahindra Finance believes in making assets easily available, and also catering to those who want to
create wealth from these assets. Investment Advisory Services of MMFSL act as an avenue to help
create and multiply wealth.

Ø Mutual Fund Distribution (FINSMART)

It started recently with the permission from Reserve Bank of India (RBI), to start the distribution of
Mutual Fund products through our network. Unit of MMFSL involved in Mutual Fund Distribution is
FINSMART.

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 Mutual Funds

Inception

The concept of mutual funds was introduced in India with the formation of Unit Trust of India in 1963. The
first scheme launched by UTI was the now infamous Unit Scheme 64 in 1964. UTI continued to be the sole
mutual fund until 1987, when some public sector banks and Life Insurance Corporation of India and General
Insurance Corporation of India set up mutual funds. It was only in 1993 that private players were allowed to
open shops in the country. Today, 32 mutual funds collectively manage Rs 6713575.19 cr under hundreds of
schemes.

Definition
A Mutual Fund is a trust that pools together the savings of a number of investors who share a common
financial goal. The fund manager invests this pool of money in securities ranging from shares and debentures
to money market instruments or in a mixture of equity and debt, depending upon the objectives of the
scheme.

Short history

The government of India set up Unit Trust of India in 1963 by an act on parliament. UTI functioned under
the regulatory and administrative control of the Reserve Bank of India till 1978. The Industrial Development
Bank of India took over the regulatory and administrative control that year. The first scheme launched by
UTI was Unit Scheme 1964 or the infamous Unit 64. The second phase of the mutual fund industry began
with the public sector banks and Life Insurance Corporation of India and General Insurance Corporation of
India setting up their own mutual funds in 1987. Finally, in 1993 Kothari Pioneer (now merged with Franklin
Templeton) became the first private sector mutual fund to start operations in the country. A host of private
sector as well as foreign funds set up shop after that. In 1996, a comprehensive and revised Mutual Fund
regulation was put in place. The industry now functions under SEBI (Mutual Fund) regulations, 1996. The
industry faced its toughest challenge when the US 64 fiasco shattered the confidence of investors. However,
in 2003, the government bifurcated the erstwhile UTI. One entity manages the assets of US 64 and some
assured return schemes. The other is a regular mutual fund working under the SEBI regulations. Thanks to
the boom in the stock market, UTI managed to clean up its act and continue to enjoy the confidence of
several investors. The whole industry also came out of the controversy without any major setbacks.

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Conception and performance in India

The industry has steadily grown over the decade. For example, before the public sector mutual fund’s entry,
UTI was managing around Rs 6,700 crore on its own. Public sector mutual funds also helped accelerate the
growth of assets under management. UTI and its public sector counterparts were managing around Rs 47,000
crore when Kothari Pioneer, the first private sector mutual fund, set up shop in 1993. Before the US 64
fiasco, there were 33 mutual funds with total assets of Rs 1,21,805 crore as on January 2003. The UTI was
way ahead of other mutual funds with Rs 44,541 crore assets under management. The industry overall has
performed well over the years. Of course, there were a few funds houses, which disappointed investors.
However, overall performance has been good. However, lack of awareness still impedes the growth of the
mutual fund industry. Unlike developed countries, most of the household savings still go to bank deposits in
India.

Working of mutual funds

A mutual fund is set up by a sponsor. However, the sponsor cannot run the fund directly. He has to set up
two arms: a trust and Asset Management Company. The trust is expected to assure fair business practice,
while the AMC manages the money. All mutual funds except UTI functions under SEBI (Mutual Fund)
regulations.
The mutual fund collects money directly or through brokers from investors. The money is invested in various
instruments depending on the objective of the scheme. The income generated by selling securities or capital
appreciation of these securities is passed on to the investors in proportion to their investment in the scheme.
The investments are divided into units and the value of the units will be reflected in Net Asset Value or NAV
of the unit. NAV is the market value of the assets of the scheme minus its liabilities. The per unit NAV is the
net asset value of the scheme divided by the number of units outstanding on the valuation date. Mutual fund
companies provide daily net asset value of their schemes to their investors. NAV is important, as it will
determine the price at which you buy or redeem the units of a scheme. Depending on the load structure of the
scheme, you have to pay entry or exit load.

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 Uses & Benefits of Mutual Funds

Mutual Funds:
A Packaged Product
Professional Diversification
Management

Convenience
Liquidity

Tax Benefits

Investing in Mutual Funds offers several benefits:

Ø Professional expertise:
Fund managers are professionals who track the market on an on-going basis. With their mix of
professional qualification and market knowledge, they are better placed than the average investor to
understand the markets.

Ø Diversification:
Since a Mutual Fund scheme invests in number of stocks and/or debentures, the associated risks are
greatly reduced due to high diversification.
Ø Relatively less expensive:
When compared to direct investments in the capital market, Mutual Funds cost less. This is due to
savings in brokerage costs, Demat costs, depository costs etc.
Ø Liquidity:
Investments in Mutual Funds are completely liquid and can be redeemed at their Net Assets Value-
related price on any working day.
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 Ø Transparency:
You will always have access to up-to-date information on the value of your investment in addition to
the complete portfolio of investments, the proportion allocated to different assets and the fund
manager’s investment strategy.
Ø Flexibility:
Through features such as Systematic Investment Plans, Systematic Withdrawal Plans and Dividend
Investment Plans, you can systematically invest or withdraw funds according to your needs and
convenience.
Ø Periodic Withdrawals
If you want steady monthly income, many funds allow you to arrange for monthly fixed checks to be
sent to you, first by distributing some or all of the income and then, if necessary, by dipping into your
principal.

SEBI regulated market:

All Mutual Funds are registered with SEBI and function within the provisions and regulations that

protect the interests of investors. AMFI is the supervisory body of the Mutual Funds industry.

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Different companies Mutual Fund Distributing by Mahindra Finance:

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Various Mutual Fund Schemes and Their Implications:
There are a wide variety of Mutual Fund schemes that cater to your needs, whatever your age, financial
position, risk tolerance and return expectation. Whether as the foundation of your investment program or as a
supplement, Mutual Fund schemes can help you meet your financial goals. Mutual fund schemes are
classified on the basis of its structure and investment objective.

By Structure

Open–Ended Funds: Investors can buy and sell units of open-ended funds at NAV-related price every day.
Open-end funds do not have a fixed maturity and it is available for subscription every day of the year. Open-
end funds also offer liquidity to investments, as one can sell units whenever there is a need for money.

Close-Ended Funds: These funds have a stipulated maturity period, which may vary from three to 15 years.
They are open for subscription only during a specified period. Investors have the option of investing in the
scheme during initial public offer period or buy or sell units of the scheme on the stock exchanges. Some
close-ended funds repurchase the units at NAV-related prices periodically to provide an exit route to the
investors.

Interval Funds: These funds combine the features of both open and close-ended funds. They are open for
sale and repurchase at a predetermined period.

By Investment Objective

Growth Funds: They normally invest most of their corpus in equities, as their objective is to provide capital
appreciation over the medium-to-long term. Growth schemes are ideal for investors with risk appetite.

Income Funds: As the name suggests, the aim of these funds is to provide regular and steady income to
investors. They generally invest their corpus in fixed income securities like bonds, corporate debentures, and
government securities. Income funds are ideal for those looking for capital stability and regular income.

Balanced Funds: The aim of balanced funds is to provide both growth and regular income as such schemes
invest both in equities and fixed income securities in the proportion indicated in their offer documents. They
generally invest 40-60% in equity and debt instruments.

Money Market Funds: These funds strive to provide easy liquidity, preservation of capital and modest
income. MMFs generally invest the corpus in safer short-term instruments like treasury bills, certificates of
deposit, commercial paper and inter-bank call money. Returns on these schemes hinges on the interest rates
prevailing in the market. MMFs are ideal for corporate and individual investors looking to park funds for
short periods.

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Other Schemes

Tax Saving Schemes (ELSS): Mutual Fund schemes investing predominantly in equity, and offering tax
deduction to investors under section 80 C of the Income Tax Act. Currently rebate u/s 80C can be availed up
to a maximum investment of Rs 1,00,000. A lock-in of 3 years is mandatory.

Special Schemes: These schemes invest only in the industries specified in the offer document. Examples are
InfoTech funds, FMCG funds, pharmacy funds, etc. These schemes are meant for aggressive and well-
informed investors.

Index Funds:

Index Funds invest their corpus on the specified index such as BSE Sensex, NSE index, etc. as mentioned in
the offer document. They try to mimic the composition of the index in their portfolio. Not only the shares,
even their weight age is replicated. Index funds are a passive investment strategy and the fund manager has a
limited role to play here. The NAVs of these funds move along with the index they are trying to mimic save
for a few points here and there. This difference is called tracking error.

Sector Specific Schemes:

A mutual fund scheme which focuses on investments in the equity of companies across a limited number of
sectors usually one to three.

Monthly Income Plan Scheme:

A mutual fund scheme which aims at providing regular income (not necessarily monthly, don't get misled by
the name) to the unit holder, usually by way of dividend, with investments predominantly in debt securities
(up to 95%) of corporate and the government, to ensure regularity of returns, and having a smaller
component of equity investments (5% to 15%)to ensure higher return.

Floating-Rate Debt Fund

A fund comprising of bonds for which the interest rate is adjusted periodically according to a predetermined
formula, usually linked to an index.

Fund of Funds
A Fund of Funds (FoF) is a mutual fund scheme that invests in other mutual fund schemes. Just as fund
invests in stocks or bonds on your behalf, a FoF invests in other mutual fund schemes.

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 FIXED DEPOSITS

Fixed deposits are loan arrangements where a specific amount of funds is placed on deposit under the name
of the account holder. The money placed on deposit earns a fixed rate of interest, according to the terms and
conditions that govern the account. The actual amount of the fixed rate can be influenced by such factors at
the type of currency involved in the deposit, the duration set in place for the deposit, and the location where
the deposit is made.

The most unusual characteristic of a fixed deposit is that the funds cannot be withdrawn for a specified
period of time. In most cases, fixed deposits carry duration of five years. During that time, the money
remains in the account and cannot be withdrawn for any reason. Individuals, corporate entities, and even
non-profit organizations that wish to set aside funds and limit their access to the funds for a period of time
often find that fixed deposits are a simple way to accomplish this goal. As an added benefit, the monies in the
account will earn a fixed rate of interest regardless of any fluctuations in interest rates that apply to other
types of accounts.

However, both these benefits can also turn into disadvantages under certain circumstances. Because the
money cannot be withdrawn until the duration is complete, the funds cannot be used even in emergency
situations. Changes in the going interest rate may also rise to a point above and beyond the interest rate
applied to existing deposits. This means account holders are actually earning less interest with fixed deposits
than with other types of loans and accounts.

While the interest rate on fixed deposits cannot be changed, there is sometimes a way to work around the
issue of obtaining use of funds in an emergency situation. At times, the lending institution where the fixed
deposit is placed may be willing to extend a separate loan to the account holder, using the fixed account as
collateral. While not ideal, this can at least make it possible to deal with the current financial crunch.

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SNAPSHOT OF WORK DONE IN INTERNSHIP:

It was a good experience in Mahindra & Mahindra Financial Services Limited, as I got an opportunity to
enhance my skills in all general management concepts like in marketing, human resources, finance. The
basic work done in internship is
Customer Survey:
This survey done with existing customers of Mutual Funds & Fixed Deposits.
Client feedback analysis:
This was done with the vision of knowing the client satisfaction level with Mahindra finance. It will prove to
be beneficial to company to handle grievances of the existing clients.

OBJECTIVES OF THE SURVEY:

• To study the characteristics of mutual fund that attracts the investors.

• To analyze the fund that investor considered as safe investment and feel fetch better return.

• To study the working of mutual funds.

• Helpful to Mahindra finance in doing financial planning of some investors as by keeping in mind
about these factors.

METHODOLOGY:

Descriptive (cross sectional) it is the deliberate manner to collect the information and it describe the
phenomena without establishing the association between the factors. This is most commonly used when we
want to know about the preferences of the customer. The design is cross sectional because it is suited and the
respondents are interviewed once.
As per the scales are considered for the measurement these are ordinal scale and nominal scale. The nominal
scale is used to segregate data into categories that are mutually exclusive and collectively exhaustive. Ordinal
scale is used to arrange objects according to some particular order. This helps in arranging variables in
ordinal scale to be ranked and easily accessed.
The questions are dichotomous and the simple random sampling is also used in this survey. The sample size
is 35 persons and the sample area is Bangalore with widely survey is done in J.P Nagar and B.T.M. 1st &
2nd stages & various areas. The questions are designed as per the needs of survey and are not tricky one.
Questionnaire consists close ended questions are there to know investors views on these issues only.
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QUESTION WISE ANALYSIS:

1. Are you aware that you have investments in mutual funds through Mahindra Finance?
YES = 34 NO = 01
40
35
30
25
20 YES
15 NO
10
5
0
1 2

Interpretation: Around 97.14% members aware of their investment.

2. Has anybody got in touch with you for last 2 months from Mahindra Finance?

YES = 13 NO = 22

25

20

15

YES
10 NO

0
1 2

Interpretation: Mahindra representatives met with 37.14% only last 2 months.

.
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3. Do you have your Login ID & Password to view your investment portfolio?

YES = 12 NO = 23
25

20

15
YES
10 NO

0
1 2

Interpretation: Only 34.29% of customers having Login ID & Password

4. Are you happy with the service offered by Mahindra Finance?

YES = 25 NO = 10
30

25

20

15 YES
NO
10

0
1 2

Interpretation: 71.43% of customers are happy with the service provided by MMFSL

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5. Will you do further investment in mutual fund through Mahindra Finance?
YES = 23 NO = 12
25

20

15

YES
10 NO

0
1 2

Interpretation: 65.71% of customers would like to further investments through MMFSL

6. Would you like to recommend Mahindra Finance to your friends & relatives
YES = 27 NO = 08

30

25

20

15 YES
NO
10

0
1 2

Interpretation: 77.15% of customers would like to recommend MMFSL to their friends.

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7. Are you aware about Mahindra Finance Fixed Deposit?

YES = 18 NO = 17
20
18
16
14
12
10 YES
8 NO
6
4
2
0
1 2

Interpretation: 51.43% of customers know about the Mahindra Finance Fixed deposit.

8. If yes, how did you come to know about MMFSL Fixed Deposit?

News Paper Advertisement 04

Mahindra Finance Website 02
Mahindra Finance Representative 12
Un Answered Questions 17

4 Un Answered

3 Mahindra Representative

2
Mahindra Website

1
News Paoer Advertisement

0 5 10 15 20

Interpretation: 48.57% of customers don’t know about the Mahindra Finance Fixed deposit

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 9. Would you like to know more about it?
YES = 17 NO = 18
20
18
16
14
12
10 YES
8 NO
6
4
2
0
1 2

Interpretation: 48.57% of customers want know about the Mahindra Finance Fixed deposit.

Limitations of survey:

• Survey is to be done in Bangalore only. It is not covering all segments or part of India.

• Respondents in survey may be biased in some issues.

• This survey is focusing on mutual funds only as an investment tools.

• Time constraint is important factor to study all analyses.

• Technical parts of mutual funds are not cover in this survey like alpha, beta etc. because of general

investors.

• Investors are selected through stratified random sampling as those who have done investments are

only eligible for this survey.

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FINDINGS:
• Persons still believe in mutual funds and not consider it as equity product as indirectly it is, as equity

fund are linked with stock markets.

• Customer are not concentrating on daily view of their portfolios

• If customers have login ID and Password, they don’t know how see their portfolios.

• It has been observed that retail investors are still reluctant to invest in bond as institutional are only

investing in it.

• Most of the people known about fixed deposit by Mahindra representative only, I hope there is no

advertisements for fixed deposit.

• Around 72% of customer are happy with service provide by MMFSL

• Around 77% of customers would like to recommend Mahindra to their friends & relatives.

RECOMMENDATIONS:

• Advertisements place a vital role in the promotion of the product, so kindly look on the

advertisements strategies and the products promotion.

• Start own Mutual Fund products, & introduce flexi plan in fixed deposit.

• Provide the place for customers’ discussion with relationship manager, maintain the customer

relationship strategies.

• Send the portfolio reports to customers once in three months.

• Provide the Login Id & Password to all customers by Post OR Mail.

• Keep in touch with customer once in three months. (Customers are important for any business).

• Recommend excellent Mutual fund schemes (like Reliance Pharma, SBI magnum FMCG & ICICI

FMCG) to customers.

• Keep office clean, & follow some Go Green strategies to reduce paper usage.

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SUGGESTIONS:

• There is lack of awareness among people about mutual funds so there should be more advertising and

other promotional campaigns to make them aware.

• Companies should give knowledge to its customer about its computerized operations to save their time

and to make the operations easier.

• Mahindra finance should give their clients more updated knowledge after viewing this survey as the

investors need depth knowledge of investment tools.

• Mahindra should do always some cross checking with investors after their investments has done ,as

majority has some problem with their investments and that need to be expertise solution for that .

• AMC should have online complaint redresses so that customers if have any account mismatch or any

technical faults can easily updates that.

CONCLUSION:

The Mutual fund industry is growing at a tremendous pace. A large number of plans have come up from

different financial resources. With the Stock markets soaring the investors are attracted towards these

schemes. The Fixed deposits also playing a vital role in the market of NBFC.

By this customer survey more customers are looking for more returns for their investments, so recommend

the excellent schemes in Mutual Funds to them and get goodwill from customers. Introduce the flexi plan in

Fixed Deposit plan. Because more customers are looking for good returns and liquidity of their money

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 ANNEXURE

PART – I
Survey Questionnaire
Dear Investor, Date: ______
_______________
Service & customer satisfaction is the key factor of success. Mahindra Finance believes that our
valuable clients are always our strength. Help us to serve you better to ensure the continuous patronage. We
are collecting the following feedback from all of our customers. So requesting to spend little time to fill the
following feedback form.

1. Are you aware that you have investments in mutual funds through Mahindra Finance?
Yes No
2. Has anybody got in touch with you for last 2 months from Mahindra Finance?
Yes No
3. Do you have your Login ID & Password to view your investment portfolio?
Yes No
4. Are you happy with the service offered by Mahindra Finance?
Yes No
5. Will you do further investment in mutual fund through Mahindra Finance?
Yes No
6. Would you like to recommend Mahindra Finance to your friends & relatives
Yes No
7. Are you aware about Mahindra Finance Fixed Deposit?
Yes No
8. If yes, how did you come to know about MMFSL Fixed Deposit?
News Paper Advertisement Mahindra Finance Website
Mahindra Finance Representative
9. Would you like to know more about it?
Yes No
Kindly fill your personal details:
NAME: ______________________________________ Client ID : ____________________________
Address: -___________________________________________________________________________
___________________________________________________________________________
Phone No. ________________________________
____________________________________
____ Mobile No. ____________________________
Email ID. ___________________________________________________________________________

Thank You Very Much

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REFERENCES:

¥ www.mutualfundindia.com

¥ www.google.com

¥ www.valueresearchonline.com

¥ www.easternfin.com

¥ www.capitalmarket.com

¥ www.amfiindia.com

¥ www.rediff.com/money

¥ www.reliancemutual.com

¥ www.wikipedia.com

¥ www.mahindrafinance.com

¥ www.icicidirect.com

¥ www.finance.yahoo.com

¥ www.moneycontrol.com

¥ www.rediff.com

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