A

Project Report
On
“Study About Customer Satisfaction towards Jagannath Herbel
and food Pvt. Ltd”

Pt. Ravishankar Shukla University,Raipur

In Partial Fulfilment of the Requirement for the degree of

Master of commerce

4th SEMESTER for the session 2018-19

GUIDED BY: SUBMITTED BY :

MS. SMRITI AGRAWAL MINAL SANKLECHA

DR. JAGANNATH SAHA DR. MANOJ MISHRA

(H.O.D. COMMERCE) (PRINCIPAL)

VIVEKANAND MAHAVIDYALAYA, RAIPUR (C.G)

RUN BY DURGA EDUCATION SOCIETY, RAIPUR (C.G)

 CERTIFICATE OF EVALUATION

This is to certify that “Study About Customer Satisfaction towards jagannath Herbel and
food Pvt. Ltd” submitted by (MINAL SANKLECHA) of MASTER OF COMMERCE
(M.Com.) 4th SEMESTER of VIVEKANAND MAHAVIDYALAYA, RAIPUR (C.G.) has
prepared this project report for the partial fulfillment of M.Com. Degree of Pt. Ravishankar
University Raipur for the session 2018-19.

Internal Examiner External Examiner

 CERTIFICATE OF APPROVAL

This is to certify that the project work entitled “Study About Customer Satisfaction towards
Jagannath Herbel and food Pvt. Ltd” d/o Mr. Magraj Sanklecha student of m.com.-iv
semester year 2018-19 at VIVEKANAND MAHAVIDYALAYA, RAIPUR (C.G.) is hereby
approved as a credible work in the discipline of commerce for the award of degree of master of
commerce during the year 2018-19 form PT. RAVISHANKAR SHUKLA UNIVERSITY,

MS. SMRITI AGRAWAL DR. JAGANNATH SAHA DR. MANOJ MISHRA

(H.O.D. COMMERCE) (PRINCIPAL)
(PROJECT GUIDE)
 DECLARATION BY CANDIDATE

I (MINAL SANKLECHA) declare that the project entitled “Study About Customer
Satisfaction towards jagannath Herbel and food Pvt. Ltd” is my own work conducted under
the supervision of (MS. SMRITI AGRAWAL) at Vivekanand Mahavidyalaya, Raipur (C.G.)
I further declare that to the best of my knowledge the project does not contain any part of work,
which has been submitted for the award of my degree either in the University of in any other
University.

Signature of the Candidate

 INDEX

CHAPTERS CONTENT PAGE NO.

Chapter 1 INTRODUCTION

Chapter 2 COMPANY PROFILE

Chapter 3 RESEARCH METHODOLOGY

Chapter 4 CUSTOMER SATISFACTION TOWORDS

THE POLICY OF JAGANNATH HERBEL
AND FOOD LIMITED

Chapter 5 ANALYSIS OF DATA

Chapter 6 INTERPRITATIONS & FINDINGS

Chapter 7 7.1 CONCLUSION,

7.2 LIMITATION

7.3 RECOMMENDATION

APPENDICES

BIBLIOGRAPHY

QUESTIONNAIRE
 CHAPTER-1
INTRODUCTION
Jagannath Herbal & Foods Private Limited
Jagannath Herbal and Foods Pvt. Ltd. is a well-reckoned name in the domain of
producing and supplying Agro Products. Being a reliable Manufacturer,
Exporter and Supplier of Agro Products, we offer, properly SGS and Geochem
Lab tested products. Earlier we were actively engaged in trading Agro Products
like Mahua Flower, Mahua Seeds, Amchur, Tamarind With seeds, Tamarind
without seeds, Char Guthatli, Chirongi Dana, and all Oil Seeds as Vikash
Traders. But in 2004, Jagannath Herbal and Foods Pvt. Ltd. came into existence
with manufacturing of Agro Products in the three fully-fledged units. Located in
Raipur (Chattisgarh), the company is managed by Mr. Anil Agrawal, the
Managing Director. He is presently President of Laghu Vanopaj Sangh, Raipur
(C.G.). He has rich experience of over 35 years and has helped the company
achieve remarkable position in the competitive market. Our associate concern
Vikash Traders is mainly engaged in Trading of Agro, Forest and Herbal
Products for 30 years. The Agro Products we offer are demanded widely by
several clients and industries related to Herbal products. Our Company is also
engaged in Service of Cold Storage.

Customer satisfaction Is a term frequently used in marketing. It 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.

QUALITY
we offer, properly SGS and Geochem Lab tested products
INFRASTRUCTURE
Jagannath Herbal and Foods Pvt. Ltd. has three fully equipped units, namely,
Jagannath Cassia Split Unit, Jagannath Cleaning Unit and Jagannath Cold
Storage. Leveraging upon these units, we have developed production capacity
of producing 6 Ton Cassia Split, 24 Ton clean Cassia Seeds or 16 Ton of Clean
Niger Seeds or any other Seeds. We also have Cold storage of 5000 M.T.
capacity and expansion for 2800 M.T. will be completed by 30th April 2012.

CONCEPTUAL FRAMEWORK

Customer satisfaction is an abstract concept and involves such factors as the

quality of the product, the quality of service provided, the atmosphere of the
location where the product or service is purchased, and the price of the product
or service. Businesses often use customer satisfaction surveys to gauge
customer satisfaction. Typical areas addressed in the surveys include:

 Quality of product
 Value of product relative to price - a function of quality and price
 Time issues, such as product availability, availability of sales assistance,
time waiting at checkout, and delivery time
 Atmosphere of store, such as cleanliness, organization, and enjoyable
shopping environment
We supply Cassia meal in the markets of India as well as abroad. Cassia Meal is
also known as Cassia Chunni or Charota Chunni. The Cassia Meal, we supply,
is fine in quality and properly manufactured at our own Manufacturing plant.
The clients can avail the Cassia Meal from us in varied quantities to meet the
bulk requirements. We offer the Cassia Meal in proper moisture-proof packing
to assure its safe delivery. The high oil and protein content of the Cassia Meal
makes it widely used as cattle feed, fish feed and other related nature.
Production capacity
What is clear about customer satisfaction is that customers are most likely to
appreciate the goods and services that they buy if they are made to feel special.
This occurs when they feel that the goods and services that they buy have been
specially produced for them or for people like them.
There are two principal interpretations of satisfaction within the literature of
satisfaction as a process and satisfaction as an outcome.
- Parker and Mathews
There is general agreement that: Satisfaction is a person‟s feelings of pleasure
or disappointment resulting from comparing a product‟s perceived performance
(or outcome) in relation to his or her expectations.
- Kotler
Jagannath Herbal And Foods Private Limited

Shop No. 22, 1st Floor

Kamla Super Market

Raipur 492001

India
HOW HAPPY BUYERS ARE WITH FIRM'S PRODUCTS

The degree to which customer expectation of a product or service are

met or exceeded. Corporate and individual customers may have widely differing
reasons for purchasing a product or service and therefore any measurement of
satisfaction will need to be able to take into account such differences. The
quality of after-sales service can also be a crucial factor in influencing any
purchasing decision. More and more companies are striving, not just for
customer satisfaction, but for customer delight, that extra bit of added value that
may lead to increased customer loyalty. Any extra added value, however, will
need to be carefully costed.

There are some problems with typical customer satisfaction measurement

techniques such as focus groups, survey methodologies and customer
satisfaction software. These include:

Analytical - concerned with techniques, formal procedures, systems, and so

on ;
Behavioral - concerned with the attitudes, beliefs, perceptions, motivation,
commitment and resulting behavior of the people involved in the process;
and
Organizational - concerned with the organizational structure, information
flows, management style and corporate culture, i.e. the context in which the
process is conducted.
Techniques to measure customer satisfaction
Market research techniques to measure customer satisfaction which are:
customer satisfaction survey methodologies;
focus groups to study customer satisfaction issues;
standardized packages for monitoring customer satisfaction;
What we need to measure?
Organizations can understand the satisfaction of their customers through
the number of problem calls; the number of complaints by e-mail, phone, etc.;
and/or the number of returned products it is somehow the measurement of
customer dissatisfaction (no satisfaction) and offers a possibility for the
elimination of falls, not a possibility for product development and product
innovation.
Companies should gather and analyze the suitable data, which will
provide relevant information to real customer satisfaction. It is important to
measure the right things, i.e. what is really important for the customers. There is
the possibility of wrong specifications or misinterpretations of what a customer
actually wants.
Criteria for the measurement of customer satisfaction must be defined by
the customer. Many organizations determine the criteria for measurement
internally, but „„suppliers‟‟ rarely have an accurate understanding of customer
priorities It is a problem with measuring the performance dimensions that are
not critical drivers of value to the customers.
The solution for this problem, to provide real insight into the market needs, is
to filter out irrelevant information and concentrate on the few dimensions that
really matter.
PURPOSE:-

A business ideally is continually seeking feedback to improve customer

satisfaction.

"Customer satisfaction provides a leading indicator of consumer purchase

intentions and loyalty." “Customer satisfaction data are among the most
frequently collected indicators of market perceptions. Their principal use is
twofold:"

1. "Within organizations, the collection, analysis and dissemination of these

data send a message about the importance of tending to customers and
ensuring that they have a positive experience with the company‟s goods
and services."
2. "Although sales or market share can indicate how well a firm is
performing currently, satisfaction is perhaps the best indicator of how
likely it is that the firm‟s customers will make further purchases in the
future. Much research has focused on the relationship between customer
satisfaction and retention. Studies indicate that the ramifications of
satisfaction are most strongly realized at the extremes." On a five-point
scale, "individuals who rate their satisfaction level as '5' are likely to
become return customers and might even evangelize for the firm. (A
second important metric related to satisfaction is willingness to
recommend. This metric is defined as "The percentage of surveyed
customers who indicate that they would recommend a brand to friends."
When a customer is satisfied with a product, he or she might recommend
it to friends, relatives and colleagues. This can be a powerful marketing
advantage.) "Individuals who rate their satisfaction level as '1,' by
contrast, are unlikely to return.

THEORETICAL GROUND

"In literature antecedents of satisfaction are studied from different aspects. The
considerations extend from psychological to physical and from normative to
positive aspects. However, in most of the cases the consideration is focused on
two basic constructs as customers‟ expectations prior to purchase or use of a
product and his relative perception of the performance of that product after
using it. Expectations of a customer on a product tell us his anticipated
performance for that product. As it is suggested in the literature consumers may
have various "types" of expectations when forming opinions about a product's
anticipated performance. For example, four types of expectations are identified
by Miller (1977): ideal, expected, minimum tolerable, and desirable. While,
Day (1977) indicated among expectations, the ones that are about the costs, the
product nature, the efforts in obtaining benefits and lastly expectations of social
values. Perceived product performance is considered as an important construct
due to its ability to allow making comparisons with the expectations. It is
considered that customers judge products on a limited set of norms and
attributes.

CONSTRUCTION

With the room, with the amenities in the room, with the restaurants, and so on.
Additionally, in a holistic sense, the hotel might ask about overall satisfaction
'with your stay.'

Customer satisfaction is an ambiguous and abstract concept and the actual

manifestation of the state of satisfaction will vary from person to person and
product/service to product/service. The state of satisfaction depends on a
number of both psychological and physical variables which correlate with
satisfaction behaviors such as return and recommend rate. The level of
satisfaction can also vary depending on other options the customer may have
and other products against which the customer can compare the organization's
products.
 "Customer satisfaction data can also be collected on a 10-point scale."

"Regardless of the scale used, the objective is to measure customers‟

perceived satisfaction with their experience of a firm‟s offerings." It is essential
for firms to effectively manage customer satisfaction. To be able do this, we
need accurate measurement of satisfaction.

Good quality measures need to have high satisfaction loadings, good

reliability, and low error variances. It seems that dependent on a trade-off
between length of the questionnaire and quality of satisfaction measure, these
scales seem to be good options for measuring customer satisfaction in academic
and applied studies research alike. All other measures tested consistently
performed worse than the top three measures, and/or their performance varied
significantly across the two service contexts in their study. These results suggest
that more careful pretesting would be prudent should these measures be used.

Finally, all measures captured both affective and cognitive aspects of

satisfaction, independent of their scale anchors. Affective measures capture a
consumer‟s attitude (liking/disliking) towards a product, which can result from
any product information or experience.

Therefore, Customer satisfaction is an ambiguous and abstract concept and

the actual manifestation of the state of satisfaction will vary from person to
person and product/service to product /service.
 CHAPTER – 2
COMPANY PROFILE
M/s " Jagannath herbal & foods pvt ltd.” Is a directorship firm that is
established in the year 2004 .the firm deals in all type of herbals and fmcg
products .The firm main objective is of doing marketing of the company‟s
products and do the sales accordingly for completion of the target given by the
company. This enterprise is backed by an adroit team of professionals, who are
highly dedicated and enthusiastic towards their respective works. They work
with extreme sincerity and make their best to assure finest agro products to the
clients. They are highly dedicated to the objectives of the company that is to
meet all the requirements of the clients.
Jagannath Herbal and Foods Pvt. Ltd. is a well-reckoned name in the domain
of producing and supplying Agro Products. Being a reliable Manufacturer,
Exporter and Supplier of Agro Products, we offer, properly SGS and Geochem
Lab tested products. in 2004, Jagannath Herbal and Foods Pvt. Ltd. came into
existence with manufacturing of Agro Products in the three fully-fledged units.
Located in Raipur (Chattisgarh), the company is managed by Mr. Anil
Agrawal, the Managing Director. He is presently President of Laghu Vanopaj
Sangh, Raipur (C.G.). He has rich experience of over 35 years and has helped
the company achieve remarkable position in the competitive market. Our
associate concern Vikash Traders is mainly engaged in Trading of Agro, Forest
and Herbal Products for 30 years.The Agro Products we offer are demanded
widely by several clients and industries related to Herbal products. Our
Company is also engaged in Service of Cold Storage
Mission-
1.Maximum customer satisfaction.
2.Upgradation of employbility for needy peoples.
3.To globolize the business of the firm by maximizing customer satisfaction.
4.To satisfy the needs of herbal products in the global market by making it
reach till the end consumers.
 CHAPTER-3
RESEARCH METHODOLOGY
Research Methodology is a way to solve the research problem in a systematic
manner. It is the science, which tells the method for doing research, it mainly
consist following main steps.

1) Developing Research Design.

2) Determine the data collection method.

3) Conducting fieldwork.

4) Developing a sampling plan.

RESEARCH DESIGN
A research design is a preconceived scheme or blue print followed in
completion of the formal investigation. It provides the framework within which
the researcher is to work. The formulation of sound research design is
dependent on the problem identified. It mainly calls for decision on research
approaches.

RESEARCH APPROACHES
Research is basically of two types-
1) Exploratory.
2) Descriptive

DESCRIPTIVE RESEARCH -
My research is a descriptive type of research which includes:-

DATA COLLECTION METHOD

Primary Data: Data collected through questionnaire.
Secondary data: Data collected through internet.
TYPES OF DATA-
There are mainly two types of data.

1. Primary data.
2. Secondary data.

PRIMARY DATA
The data is directly collected by the researcher from the field. These are
latest data and hence reliable.

SECONDARY DATA
It is the data which has already been collected by someone else and has
been passed through the statistical process and which is applicable or usable in
the study researcher has presently undertaken. These data provide both
published and unpublished information which is readily available with the
external parties.

METHOD OF DATA COLLECTION

Questionnaire method is adopted by researcher.

QUESTIONNAIRE METHOD
This method refers to the method which requires obtaining the needed
information from the respondents for the purpose of understanding and
predicting some aspect of behavior of population of interest. And the researcher
has refereed questionnaire method.
In project data is collected through questionnaire method.
SAMPLING PLAN -
A plan, which determines the type of respondents and their number from
whom researcher has to collect the data. This plan calls for four decision.
1) Sampling Unit.
2) Sampling size.
3) Medium for collecting sample.
4) Sampling Procedure.

SAMPLING UNIT:- Customers of Jagannath herbal & foods pvt ltd.

SAMPLING SIZE : - 50 Respondent
FIELD WORK :- Raipur

DATA COLLECTION METHOD

The relevant data and information for the survey was collected through
both primary source as well as secondary source. The primary data were
collected directly from the organization‟s employees. Secondary source includes
books, magazines as well as reports available in the department and internet.
Secondary information mainly provided the background for the survey and help
in providing information in the subject for which sufficient primary information
was not available.

QUESTIONNAIRE FOR CUSTOMER

Questionnaire consist of a balanced number of close ended and open
ended questionnaire mainly of multiple choices and scaling technique for some
where it‟s necessary.
Besides there are sufficient number of open ended question for the
allowing the respondents to speak freely.
GEOGRAPHICAL AREA COVERED
The whole fieldwork has been done in the Raipur

OBJECTIVES OF STUDY

1. Conduct customer satisfaction survey towards Products & services

provided by Jagannath herbal & food pvt ltd. .

2. To find out customer expectation from Jagannath herbal & food pvt ltd. .

3. To study the factors those satisfy and delight the customer.

4. To understand the customer requirement from Jagannath herbal & food

pvt ltd..

5. To find out problems faced by customer.

 CHAPTER- 4

CUSTOMER SATISFACTION TOWORDS THE

POLICY OF JAGANNATH HERBEL AND FOOD
LIMITED
POLICY:-

Process related to customer satisfaction are as follows:

1.Knowledge of customer process.

2.24*7 services.

3.Emercency services.

4.Warranty.

5.Qualified personal.

6.Inspection Maintance.
 CHAPTER-5
DATA ANALYSIS AND INTERPRETATION
QUESTION 1 –
Q1.ARE YOU A CUSTOMER OF JHFL ?

Options No. of respondent Percentage of respondent

Yes 50 100%

No 0 0%

60

50

40

30

20

10

0
YES NO

INTERPETATION-

All respondent are customer of JHFL.

QUESTION-2
Q2. WHICH TYPE OF PRODUCT YOU PURCHASE FROM THE FIRM?

Options No. of respondent Percentage of respondent

HERBAL 37 74%

FMCG 13 26%

40

35

30

25

20

15

10

0
HERBAL FMCG

INTERPRETATION-
As per the above analysis the most of the people purchase herbal product from jhfland less
people purchase fmcg products .
QUESTION-3
Q3. Are you aware of all varieties of products you purchase?

Options No. of respondent Percentage of respondent

Yes 47 94%

No 03 06%

100
90
80
70
60
50 94
40
30
20
10
6
0
Yes Good

INTERPRETATION-

Most of the people are aware about the products the purchase from jhfl.
QUESTION-4
Q4. DOES THE COMPANY PROVIDE ANY OFFER IN PRODUCTS?

Options No. of respondent Percentage of respondent

By the Company 28 56%

By the Dealer 17 34%

No Offers given 5 10

60

50

40

30

20

10

0
by the company by the dealer no offer

INTERPRETATION-
From above it is clear that company provide more offers than dealer nd in some product no
offer is provided to customers.
 QUESTION-5
Q5. Are you aware of the product policy of the company?

Options- No. of respondents Percentage of respondents

Informed by the Dealer 31 62%

Informed by the company 16 32%

Informed by Competitors 03 06%

4.5
4
3.5
3
2.5
2
1.5
1
0.5
0
Category 1 Category 2 Category 3

INTERPRETATION
From the above analysis we come to know that maximum peoples gets aware about the
polices of company from the dealer as compare to the company and some also gets aware
from the competitor in the market.
QUESTION-6
Q6.Does the dealer helps in Stock Management?

Option No. of respondent Percentage of respondents

Yes 45 90%

No 05 10%

90
80
70
60
50
40
30
20
10
0
Yes No

INTERPRETATION-

Most of the customer agrees that the dealer help them in stock management while some
disagree with the same.
QUESTION 7
Q 7. How are the complaints handled?

Option No. of respondent Percentage of respondents

Referred to Company Service 21 42%

Replacement by the Dealer 17 34%

Refund by the Dealer 7 14%

No Complaints 5 10%

45
40
35
30
25
20
15
10
5
0
Referred to Replacement by Refund by the No Complaints
Company Service the Dealer Dealer

INTERPRETATION-
From above it is clear that the complaints from the customers are mostly handled by the
dealer either he replaces the goods or refunds the payment made to him, in some cases the
complaint is send to company and some people have no complaint till now.
QUESTION 8

Does the dealer provides Financial Support?

Options- No. of respondents Percentage of respondents

On interest basis 35 70%

Refers to financers 12 24%

No support 03 06%

70

60

50

40

30

20

10

0
On interest basis Refers to financers No support

INTERPRETATION-
Most of the customer gets financial support by the dealer on interest basis,while some are
refers

to financers for finance and some says dealer doesnt provide any financial support.
QUESTION 9

Will you refer others to this firm?

Option No. of respondent Percentage of respondents

Yes 38 76%

No 12 24%

80

70

60

50

40

30

20

10

0
Yes No

INTERPRETATION-
Most of the customer says that they will refer their friend , colleagues and others tp JHFL,
while

says no in the same matter.

QUESTION 10

Are you satisfied in dealing with J.H.P.L

Option No. of respondent Percentage of respondents

Highly satisfied 6 12%

Satisfied 26 52%

Average 6 12%

Disatisfied 8 16%

Highly Disatisfied 4 8%

60

50

40

30

20

10

0
Highly satisfied Satisfied Average Disatisfied Highly
Disatisfied

INTERPRETATION-
Most of the customers are satisfied with the services and products provided by JHFL, while
some are highly satisfied and some are disatisfied from the firm
CHAPTER-6
FINDINGS
1. On an average, most of the people are satisfied
with dealing with Jhfl while some are disatisfied
from the firm.

2. Most of the people say that they suitable item

with better services from the firm while some
disagree with the same.

3. Maximum people are aware about the products

which they purchase from the firm while some
are unaware about the products in which the
firms deal.

4. Maximum people say that they get financial

support from the dealer either on interest basis
or they are refers to outsiders for finance while
some say they dont get any financial help from
the firm
5. Maximum people says they will refer their
friend , relatives, collegues and others to deal
with the firm while some says they will not
refers anyone to this firm.
 CHAPTER-7
CONCLUSION, LIMITATION AND
RECOMMONDATION
7.1 CONCLUSION:

The overall conclusion that came out from project is the Jhfl satify the
customers because of following reason-

1. Customers gets aware about product policy of the company from the Jhfl.

2. Jhfl helps in stock management and provide financial support to customers.

3. Customers says that they will refers other to this firm for dealing which
proves its efficency and dedication towards work.

4. The overall opinion of Jhfl toward consumer satisfactionis very good.

 7.2 LIMITATIONS

1) The customers were not willing to answer the questions.

2) There was a time boundation.
3) Organization did not disclose full information.

7.3 RECOMMENDATION

1.Provides more financial aids to the customers.

2.Provide more offers to attract more customers.

3.Increase in variety of products to be deal with.

APENDICES:-

 BIBLOGRAPHY

 QUESTIONNAIRE
 BOOKS:
 KOTLER PHILIP (13th Edition) Marketing
management.
 Keller Kevin.
 Kothari C.R., Research Methodology, New Age
International Publication Pvt.Ltd., 1982, second
Edition
 WEB Sources
 http//:www.indiamartmart.com
 http//.www.exportersindia.com
http?//.wwww.sourceforge.com

-
 QUESTIONNAIRE

Respected Sir/Madam,
I am conducting a survey on Customer Satisfaction in J.H.F.L. I need your
valuable opinion for the survey. I assure the information will be kept
confidential and used for research purpose only.

Minal Sanklecha
Roll No.15
M.com 4th Semester
Vivekanand College Raipur (C.G)

Demographic Profile
Name: Address:
Age: Gender:
Experience with Firm: Contact
No:

Q.1) Are you a customer of J.H.F.L?

Yes [ ] No [ ]

Q.2) Which type of product you purchase from the firm?

Herbal [ ] F.M.C.G [ ]

Q.3) Are you aware of all varieties of products you purchase?

Yes [ ] No [ ]

Q.4) Do you get any offers on purchase?

By the Company [ ] By the Dealer [ ] No Offers given [ ]
Q.5) Are you aware of the product policy of the company?
Informed by the Dealer [ ] Informed by the company [ ] Informed by
Competitors

Q.6) Does the dealer helps in Stock Management?

Yes [ ] No [ ]

Q.7) How are the complaints handled?

Referred to Company Service [ ] Replacement by the Dealer [ ] Refund
by the Dealer [ ]
No Complaints [ ]

Q.8) Does the dealer provides Financial Support?

On interest basis [ ] Refers to financers [ ] No support [ ]

Q.9) Will you refer others to this firm?

Yes[ ] No [ ]

Q.10) Are you satisfied in dealing with J.H.P.L?

Highly Satisfied [ ]
Satisfied [ ]
Average [ ]
Dissatisfied [ ]
Highly Dissatisfied [ ]

Thanking You,
Signature--