PROJECT REPORT

EMPIRICAL STUDY ON CLIENT SATISFACTION

IN
RADIANT X-WAYS LOGISTIC PVT. LTD.
MASTER OF BUSINESS ADMINISTRATION
2023-2025
Submitted in Partial Fulfillment for award of
Master of Business Administration in Business Analytics
BY
SUMMI

PNR No – 23050203972
ERP ID – 231102315
 DECLARATION

This is to declare that I have carried out this project work myself in part fulfilment of the MBA
Program of Dr. D.Y. Patil Vidyapeeth Center for Online Learning, Pimpri Pune.

The work is original, has not been copied from anywhere else and has not been submitted to
any other University/Institute for an award of any degree/diploma.

Name: SUMMI

Date: 7th Jan 2025

Signature:

Place: NEW DELHI

 CERTIFICATE

This is to certify that SUMMI has carried out the project work presented in this
entitled “EMPIRICAL STUDY ON CLIENT SATISFACTION” under my
supervision and merits the award of “Master of Business Administration in
Business Analytics” from Dr. D.Y. Patil Vidyapeeth Center for Online Learning.
The project embodies result of original work and studies carried out by student
him/ herself and the content of the project do not form the basis for the award
of any other degree to the candidate or to anyone else.

Signature of Student: Signature of the Supervisor

SUMMI
 ACKNOWLEDGEMENT

No task can be achieved alone, particularly while attempting to finish a

project of such magnitude. It took many very special people to facilitate it
and support it. Hence, I would like to acknowledge all of their valuable
support and convey my humble gratitude to them.

First of all, I would like to express my sincere gratitude to Mr. Parvez Akhtar at
Radiant X- Ways Logistic Pvt. Ltd. for putting me on the project of “EMPIRICAL
STUDY ON CLIENT SATISFACTION” in “RADIANT X-WAYS LOGISTICS
PVT. LTD. . It has been a great honour and pride for me to be associated with such
an esteemed organization.

I would also like to thank Mr. Anand who has always been open to discussion and frequently
enquired about the project and any problems faced etc. He has also given me the valuable
guidance as to how to go about the project.

I have put my best effort to this project as informative and understandable as

possible. I have done the best I could do and have been honest with the company,
to the professor and most important to myself. Thank you all for supporting me
in making this project a reality.

SUMMI
 ABSTRACT

The purpose of this research work is to study the “client satisfaction on radiant
x-ways logistic pvt. Ltd.” data were collected through survey from 40 clients.
Clients behavior was also personally observed. In this study convenience
sampling was employed. Structured questionnaire used to trap the response of
the clients. The survey was kept simple and user friendly. Words used in the
questionnaire were self-explanatory to all respondents.
Objective of the Internship is to understand the satisfaction level of client,
Methodologies used for achieving these objectives are data analysis and survey
from various clients of the company.
To study the level of satisfaction of client of radiant x ways logistics, to the study
the services used by the clients, to study the services which is less preferred by
the clients. Scope of the study is confined to India only. The present concept
includes the concepts of client satisfaction. The collected data has been analyzed
through simple statistical tools. After analyzing the data on 40 it was found that
maximum number clients were satisfied by the overall services provided by the
radiant x ways logistic although the sample size was very small so the responses
may not perfectly show the exact scenario. Clients were very busy in their work,
so they gave the answers very randomly without reading the questionnaire
properly.
Certain clients was biased in answering the questions. there were some neutral
responses also. The sample size was very small so the may not be perfectly true.
So the conclusion of the study entitled “client satisfaction”, aims to find out how
much the clients are satisfied with the services provided by the RADIANT X-
WAYS LOGISTIC PVT. LTD. The conclusion is very much in a positive way
because the majority of clients are satisfied with radiant x-ways logistic though
organization has also received some neutral and negative responses. However,
the project still has a few limitations which are discussed in the following
section.
 INDEX
[Link] TOPIC Page no

1. Chapter-1 Introduction to Research

1.1Executive Summary
1.2Objectives of Study
1.3Need/Purpose of Study
1.4Importance of Study
1.5Scope of Study
1.6 Client Satisfaction
1.7 Supply Chain Management

2. Chapter-2 Objective & Scope of Study

3. Chapter -3 Research Methodology

3.1 Introduction to research topic

3.2 Problem statement/ hypothesis
3.3 Literature survey
3.4 Research Design
3.5 Types of Data in Research Methodology
3.6 Importance of Research Methodology in Research
3.7 Measurement & Scaling Technique
3.8 Questionnaire to conduct the Study

4. Chapter-4 Company Profile

4.1 Introduction to Organization

4.2 Mission
4.3 Overview
4.4 SWOT Analysis.

5. Chapter -5 Data analysis & interpretation

6. Chapter- 6 Findings & conclusions

7. Chapter-7 Limitations & Recommendations

8. Chapter-8 Bibliography
9. Chapter-9 Appendix
Chapter-1 Introduction to Research

1.1 Executive Summary

1.2 Objectives of Study
1.3 Need/Purpose of Study
1.4 Importance of Study
1.5 Scope of Study
1.6 Client Satisfaction
1.7 Supply Chain Management
1.1 EXECUTIVE SUMMARY

The purpose of this research work is to study the “client satisfaction on radiant
x-ways logistic pvt. Ltd.” data were collected through survey from 40 clients
.clients behavior was also personally observed. In this study convenience
sampling was employed. Structured questionnaire used to trap the response of
the clients. The survey was kept simple and user friendly. Words used in the
questionnaire were self explanatory to all respondents.
Objectives of the Internship are to understand the satisfaction level of client,
Methodologies used for achieving these objectives are data analysis and survey
from various clients of the company.

To study the level of satisfaction of client of radiant x ways logistics, to the study
the services used by the clients, to study the services which is less preferred by the
clients.
Scope of the study is confined to India [Link] present concept includes the
concepts of client satisfaction The collected data has been analysed through
simple statistical tools. After analysing the data on 40 it was found that
maximum number clients were satisfied by the overall services provided by the
radiant x ways logistic although the sample size was very small so the responses
may not perfectly show the exact scenario. Clients were very busy in their work
so they gave the answers very randomly without reading the questionnaire
properly.

Certain clients was biased in answering the questions. there were some neutral
responses also. The sample size was very small so the may not be perfectly true.
So the conclusion of the study entitled “client satisfaction”, aims to find out how
much the clients are satisfied with the services provided by the RADIANT X-
WAYS LOGISTIC PVT. LTD. The conclusion is very much in a positive way
because the majority of clients are satisfied with radiant x-ways logistic though
organization has also received some neutral and negative responses. However,
the project still has a few limitations which are discussed in the following
section.

1.2 OBJECTIVE OF THE STUDY

● To study the level of satisfaction of client of radiant x ways logistics.

● To study the services used by the clients.

● To study the services which is less preferred by the clients.

1.3 NEED FOR THE STUDY

The logistics sector itself, is a competitive yet complicated part of the ever-
growing market. It is a third-party service sector which acts as an intermediary
between sender and receiver of consignments, thus proving it to be an important
section in business world. Its relation with its valued customers promotes its
growth and sustainability. It plays a crucial part in the transfer of goods from
one place to another, within the specified time, thus creating an initiative which
does not compromise on the time factor. Customer relation plays a major key in
service sector business since the functionality of the service should be flexible
according to the needs and desires of the customers.

1.4 IMPORTANCE OF THE STUDY

Being A student of MBA it is very essential to have a practical knowledge to tackle

problem and difficult situations surprisingly found as in an organization only to
study business administrative course is not the solution of the problem, which arise
in practical field. There is no certain formula for any particular Problem but the
aim of this study is to develop the ability of decision-making

A right decision at right time and right place itself help organization to run
effectively and efficiently. This study gives an idea of all operational activities. So
the way a problem is solved right decision-making and knowledge of different
type of making activities give much more importance to study only in ten weeks
Training it was not possible to understand it so deeply, but an over all view could
be developed.

1.5 SCOPE OF THE STUDY

● The study is confined to India only.

● The present concept includes the concepts of client satisfaction.

● The collected data has been analysed through simple statistical tools.

1.6 CLIENT SATISFACTION

What is client satisfaction?

Many terms in business are nebulous and vague. client satisfaction is one of
those terms. In practice, this could be executed using many different survey
design tactics, such as differing questions, survey response scales, and
collection methods. Sometimes, we collect these measures right after a
transaction or other times at a fixed date in the client relationship. Sometimes
we use a five-point Likert scale, and sometimes we use a Net Promoter
Score® (NPS®) survey.

In fact, there’s some ruckus around the term “client satisfaction.” After all, as
the argument goes, client satisfaction is simply the absence of client
 frustration. If you have a great meal at a restaurant, you don’t sit back, smile,
and say, “that meal was ... satisfactory.”

The argument is that we should aim for delight.

We’ll ignore arguments of semantics in this guide, but it’s important to note
that the focus generally shouldn’t be on providing an average experience, but
rather, on creating raving promoters for your business.

Still, measuring client satisfaction can help us do this (no matter what we call
the metric).

Why measure client satisfaction?

If you don’t measure client satisfaction, you can’t identify unhappy clients. If
you don’t know who is unhappy, you don’t know who will churn, and you
can't figure out why they're unhappy. If people churn faster than you can
acquire new clients, your business will fail.

Without contact or feedback from the client, we isolate ourselves in a sort of

bubble.

The truth is, however, that even the best, most innovative, top-performing
businesses all have faults and opportunity areas. These companies are elite
because they measure things like client satisfaction and act upon the data.

If you’re open to the idea that you could improve, it’s worth spending the little bit of time it
takes to set up measurement solutions and to collect the data. What’s the harm? You might
find problem areas that are worth massive amounts in terms of ROI.
That’s the general truth about measuring and data. Specifically, though, what’s
the importance of client satisfaction to business health?

Retention.

client retention is arguably the most important factor in long-term business

growth. You can acquire clients as rapidly as you’d like, but if they aren’t
sticking around, you don’t have a sustainable business.

Retention affects every part of a business, from the client acquisition cost to the
client lifetime value to word of mouth and client loyalty. In fact, the ratio of
these metrics (CAC/LTV) is important, too: You can spend more money to
acquire clients if they retain for longer and are worth more. It’s one business
lever that truly impacts every other.

How to Measure client Satisfaction?

Every method of collecting data on client satisfaction comes down to a client survey.
With digital analytics, we can determine if users are researching a goal, how
they are interacting with a feature, or even their relative struggle completing a
given task. But we can’t gauge their emotional response to any of that.

That’s the secret. Measuring client satisfaction gives you a peek at your clients’
emotional responses.

If we simply judge client experience on conversion rates and goals completed,

the DMV would score very high — much higher than something with higher
funnel drop-off, like, say, buying a Tesla.
Luckily, most businesses know not to measure things so myopically. We look at
the data in the right context and with a blend of attitudinal and behavioral data.
When it comes to optimizing for client experience and improving client
satisfaction, that’s the way to go.

Surveys: When do you send them? To whom do you send them?

These are great questions — and it depends on what you want to answer.

Most often, with a client satisfaction survey, you’re looking to answer a very
specific question such as, “How did the client feel about this specific situation?”
This situation is usually transactional, such as buying a pair of socks or getting
an oil change.

In this case, you’re best off sending the survey as soon as you can. The longer
the delay, the more likely it is that your data will be skewed. The memory does
strange things, especially when it comes to emotions and experiences. If you
want a true reflection of the client’s experience, send the survey ASAP.

Sometimes, however, we want to learn if there has been a longitudinal change

in client satisfaction, either on an individual or aggregate level ... basically, have
we improved or not over time? In this case, you just need to control for time and
make sure that all surveys are being sent to users in a similar time interval
(immediately, six months after purchase, two years after purchase, etc.). This
allows you to analyze users in cohorts to determine differences in client
satisfaction scores over time.
Who should fill out client satisfaction surveys? Ideally, every client that has an
experience with your business. Wherever you can bake in an effortless client
satisfaction survey, I would do so (barring an annoying user experience, of
course).

In some cases, you’ll want to isolate certain groups of clients to do more in-depth
surveys. In this case, again, it depends on the answers you’re looking for. If, for
instance, you want to find out what it is your best clients love about your
business, you would isolate clients with that cluster of characteristics and survey
them. Same goes for any group of clients from which you’d like to get insights.

What does a client satisfaction survey look like? What kind of questions do you
ask? How do you determine a client satisfaction score?

These questions are tough to answer in a broad sense because there are many
different schools of thought and they are constantly evolving.

To a certain extent, you also need to customize the survey itself to your business
goals. What do you want to know? Which questions (and their scores) can be
used as leading indicators of growth or churn?

FACTORS INFLUENCING CLIENT SATIFACTION

 Accessibility
 Empathy
 Language
 Response Time
 Convenience
 Choices
 Simplicity
  Quality
 Reasonable Prices
 Appreciation
 Loyalty Programs
 Community

1. Accessibility

Have you made it easy for customers to interact with you to ask questions, voice
concerns, or get a problem solved? Or, do customers have to jump through a
number of hoops, do an extensive Google search, and pray to the gods of
customer service that they can get a hold of you?
While it may be unpleasant dealing with an unhappy customer, it's significantly
worse dealing with an unhappy customer who took 2 hours out of their day to
track you down.

2. Empathy

Mistakes happen, and despite the old adage, the customer isn't always right…
but if you'd like to keep them as a customer, they must always be happy. You
can ensure this by hearing them out when they are upset, showing concern for
the situation, and letting them know that you'll do everything in your power to
make it right.

3. Language

Every industry and company has its own "shop terms" and lingo that they use
to describe what they do and how they do it. Unfortunately, this insider
language doesn't resonate with customers.

They want to know that you understand their problem and have a solution for it. In
order to communicate that, you need to figure out what words they use when they
talk about it.
4. Response Time

We live in a fast-moving world. Customers expect products to arrive on their

doorstep hours after they order them, and questions to be answered within minutes
(if not sooner!) of them asking.
While many companies can't afford round-the-clock staff, away messages that
contain answers to FAQs and chat bots make it possible to interact with your
customers on their time.

5. Convenience

Very few customers will go out of their way to do business with you. If you
make it difficult for them to browse, shop, schedule, or buy, they'll be looking
for another company to provide the solutions they need.
It's important to review your buyer's journey on a regular basis and see if any areas
could be tweaked to increase convenience.

6. Choices

Customers like to have options when it comes to purchasing. They want

different colors, styles, levels of services, and different methods for delivery.
These choices help them feel in control of their own buying experience.

7. Simplicity

While customers like having options, too many options can cause analysis
paralysis and cause your potential customer to give up before they finalize a
purchase. As you design your products and your processes, remember that a
confused mind never buys.
8. Quality

Your customer service may be top-notch, but if your product is of poor

quality, you won't have a returning buyer. Make sure that you create the best
possible product that customers can't live without.

9. Reasonable Prices

There will always be low range, mid-range, and high range prices. If your products
are of superb quality and your customer service consistently wows, it's okay to
charge more. However, if you charge more than the market will bear, and more
than your ideal customer can afford, you'll price yourself right out of business.

10. Appreciation

Customers want to feel appreciated for doing business with you. You should have
some sort of follow-up procedure in place to say thank you. This can range from a
quick email to a thank you gift (depending on the value of the product or service),
but will always let your customer know that they are important to you.

11. Loyalty Programs

It's wonderful to offer incentives to new customers coming in, but what about the
loyal customers that have stuck with you from the beginning? Consider instituting
some sort of loyalty program where existing customers receive discounts, freebies,
or access to special content or products as a thank you for their continued support.

12. Community

The business relationship doesn't have to stop just because the credit card has
been swiped. As humans, we want to feel like we are a part of something bigger.
Creating a community, whether virtual or in-person, around your product, will
help keep your customers engaged with your brand.
1. Reduce customer churn

Contrary to popular belief, pricing is not the main reason for customer churn. Yup,
you guessed it right; it’s customer service. We know of several brands with a huge
customer base despite high prices. You can use customer satisfaction scores and
your CSAT surveys’ inputs to improve your customer service processes. Poor
customer service quality will hurt you and cost you, customers, in the long term.
Seek continuous customer feedback to track your progress and routinely share it
with your customer service reps.

2. Decrease negative word of mouth

According to McKinsey’s research, an unhappy customer will tell about their

experience to anywhere between 9-15 people. Considering the number of
dissatisfied customers you may have, that’s a lot of negative press. This will
directly impact your business revenue and brand reputation. Repeat business
rides on customer satisfaction, and unhappy customers are detrimental to your
business. There will always be customer churn, but you do not want to lose
customers based on bad word of mouth. Regular CSAT surveys will help you
measure customer satisfaction and identify factors that may hamper your CSAT
scores.

3. Retaining customers is cost-effective

The cost to acquire new customers is 6-7 times more than retaining your current
customers. This puts into perspective how vital customer satisfaction is. Rather
than spending huge amounts of money on acquiring new customers, spend a
fraction of it on improving your existing processes and systems to retain
customers. This will go a long way in saving costs and growing your business
revenue.

4. Repeat customers

Satisfied customers are likely to purchase from you again. One easy way of
knowing this is through customer satisfaction surveys. Ask them to rate their
satisfaction levels on a scale of 1 to 10 and see who will be happy to purchase
from you in the future. Customers who rated you 7 or more are satisfied and
likely to engage with your business again. A score of 6 or below is cause for
concern; these customers are unhappy with you and are a huge attrition risk.
Customers rated 9 or 10 are your biggest and most loyal advocates. You may use
them to promote your brand and improve your CSAT scores.

5. Competition differentiator

Customer satisfaction is the key to making or breaking brands. In this

competitive world of a huge number of brands, customer satisfaction has to be
the focal to your customer strategy. No amount of marketing campaigns and
promotions will help you if your customers are not satisfied. Brands with low
customer satisfaction levels are likely to perish in the future. Brands with
advocates are far more likely to do better than those without. You will have
brand advocates when you have satisfied customers. So, as you see, it all begins
and ends with customer satisfaction.

Halfway there? Congratulations! Luckily, you’ve learned a bit more about the
importance of Customer Satisfaction and its interconnection with customer
experience. If you’d like to take the extra mile and learn more about how
customer experience can help you gain more happy, loyal customers and
increase your business growth, download our free eBook: The
Hacker’s Guide to Customer Experience – CX= Emotion x Value.

Top five key benefits of customer satisfaction

Brands need to understand customer satisfaction benefits before they invest

effort and resources in processes and systems to improve their CSAT score. Here
are some key benefits of customer satisfaction that all brands need to consider.
1. Customer loyalty

When your customers are satisfied, they believe in the brand and become loyal.
These loyal customers give brands repeat business and form a major part of the
revenue. Losing customers greatly affects your business revenue and customer
churn numbers. Adobe’s report said loyal customers spent 67% more than new
ones via repeat orders, upsells, etc. Add to this the positive word of mouth to
friends and family from your loyal customers, and it really starts to add up.
Satisfied existing customers feel they can promote the brand to their loved ones
for their great experiences.

2. Support pillars

Satisfied customers are more likely to stand by in times of crisis; they care for the
brand and want to see it thrive. This has been observed in many cases for big brands,
such as
McDonald’s, when there are rumors of caterpillars in their foods. They trust the
brand and understand any shortcomings or crises that may befall them.

3. Sales revenue

Brands focussing on customer satisfaction actively have healthy sales revenue. They
do not lose old customers and have a steady revenue stream from repeat business.
Customer satisfaction and increased revenue are directly correlated. Satisfied
customers stay loyal to your brand, interact with it, buy often, and make
recommendations to their colleagues, friends, and family. Run online customer
surveys to note which areas negatively impact customer satisfaction and need
improvement. This will help improve customer satisfaction and reduce customer
churn.
4. Boost brand reputation and popularity for benefits of customer
satisfaction
Customer satisfaction impacts brand reputation and popularity. See customer
feedback and figure out which areas could be improved and improve
satisfaction. Is it accounts or customer service? Don’t be afraid to ask your
customers; honest feedback will help manage expectations and act accordingly.
Famous brands have dedicated teams and initiatives for improving customer
satisfaction, which helps them achieve high sales figures.

5. Reduce marketing expenses

Satisfied customers are your biggest advocates. Their positive word-of-mouth

lends your brand credibility and popularity and helps acquire new customers.
This saves brands a lot of money that they would spend on marketing and
promotional campaigns to acquire new customers.

How to improve the benefits of customer satisfaction

Here are some ways that you can use to improve customer satisfaction for your
brand.

NPS surveys

Net Promoter Score surveys help analyze customer loyalty and are frequently
used regularly in CSAT surveys. This blog details how your brand can get a
good NPS score.
Web intercept surveys

Web intercept surveys let many of your online visitors respond to online
customer surveys. Your website visitors are shown a message about the
customer survey, and they get an option to participate in the survey. They are
preferred by many brands as they are non-intrusive, ensuring you don’t lose your
website or visitors.
 Customer service surveys
Customer service surveys help analyze whether customers are happy with a
brand’s customer service. These are usually triggered after customers interact
with customer service representatives and look to check if the customers are
satisfied with the interaction and their queries resolved. Social media handles
When customers talk about your brand, products, or services, it shows how they
regard your brand. With social media, customers have the ability to provide
instantaneous feedback. This could be good or bad. Using social media channels
such as Facebook, Instagram, LinkedIn, or Twitter can help you gauge customer
satisfaction, use these channels, and leverage their tools such as reviews, live
polls, etc.
Live website chats

All websites have the ability to support live chats now, and most big and small
businesses do have them to interact with customers. It helps resolve queries and
customer expectations, guide them to where they need to go, gather feedback,
etc. Use live chats to engage with customers and seek their feedback to ensure
you give them a fulfilling experience. You can use history to look at old chats and
study patterns to bridge any gaps that may exist.
How Question Pro can benefit customer satisfaction

QuestionPro can boost customer happiness in various ways:

Understanding customer needs: With QuestionPro; organizations can

conduct customer satisfaction surveys to learn about customer preferences.
These surveys can help firms find areas where they meet or exceed customer
expectations and where they need to improve. Customer pain points:
QuestionPro feedback can help companies uncover customer problem areas.
Addressing these issues can boost consumer happiness and loyalty. Net
Promoter Score (NPS): NPS surveys from QuestionPro measure
CUSTOMER loyalty. This poll assesses customer referrals. Businesses can
track customer loyalty and improve by tracking the NPS score over time.
Data-driven decisions: QuestionPro powerful reporting and analytics help
organizations boost customer satisfaction with data-driven decisions. Reports
and visualizations reveal consumer input trends, patterns, and correlations to
enhance products and services. Improving customer communication:
QuestionPro offers email, SMS, and social media to help businesses keep
customers informed of product and service changes. Keep customers informed
and involved to develop trust and satisfaction.
QuestionPro can help businesses enhance customer satisfaction by revealing
customer requirements and preferences, pinpointing pain points and areas for
improvement, assessing customer loyalty, and making data-driven decisions.

QuestionPro CX can help you manage your customer experience initiatives and
track and measure them. Try the platform; you do need to put in your credit
card, and signing up takes less than a minute.
Looking to deliver an exceptional customer experience with QuestionPro
CX? Discover more about how to delight your customer at every touch point
and turn them into brand advocates.

Groundbreaking customer satisfaction survey examples

If you are running a business, you must have heard of the term – customer-
centricity. But in today’s world, it has become so important that the success of
an organization no longer depends on just customer-centricity. Companies
need to be obsessed with customers and continuously think of how they can
improve customer experience. At the heart of this exercise lies customer
satisfaction. Why is customer satisfaction so important?
When you are in a situation when you have to pick and choose from numerous
options, you need to create a niche for yourself.
Customer satisfaction can be a differentiator when you have to compete with
other similar products. If someone has used your products or services and had a
 positive experience, they will choose your products or services over your
competitors.
Customers are what your business survives on. Hence, it is essential they are
happy. Also, it is equally important they continue to be satisfied. They must be
requested for their feedback regularly to learn more about their customer
journey.
The customer satisfaction survey helps you find out what are the areas that they
like about your products and services, but more importantly, what they would
want to improve. But you can derive the right insights from your survey only if
the questions are phrased correctly. Below are some of the excellent customer
satisfaction survey examples that we found are great to get inspired.

Groundbreaking customer satisfaction survey examples

1. Nike

Nike is considered to be one of the companies that give great importance to its
customers’ feedback. Their customer satisfaction survey aims to know more
about the experience of their store visitors. However, there can be many things
about the store that can affect a visitor’s decision to buy a product.
Some of the factors that can affect the satisfaction level of Nike customers who
shop at the store are
1. Product placement

2. Arrangement of products

3. Range of products

4. Staff behavior

5. Staff service

6. Staff greeting

7. Store location

8. Store facilities

9. Store ambiance

Nike understands that because there are so many factors that influence customer
behavior and their decisions, there should be specific questions for each of them.
In the below example of a customer satisfaction survey, Nike asks targeted
questions on how staff greetings affect their purchase decision. The respondents can
rate their experience on a scale ranging from not influencing at all to very strong
influence. They can explain the reason behind their selection in the comment box
as well as leave other comments. Such textual responses can be used for text
analytics like sentiment analysis, word cloud, and other
text
analysis reports.
Key characteristics

Helps segregate the feedback: As there are questions for different influencing
factors, it’s easy to find out what feedback is for which factor. It makes generating
reports easy and clear. You can easily find the data that matters to you and thus
save time in understanding the reports.
Highlights specific improvement areas: In the below customer satisfaction
survey example, say, if the customer selected 8 or 9, which is close to the very
strong influence, Nike would have asked its staff to continue greeting customers
in the same way. It implies that the staff greeting is a significant factor in
generating sales and can be applied in stores at other locations too.
Easy to find out which factor needs to be improved by how much: As the
below survey uses a numerical scale, the company can easily quantify how much
does a particular area needs improvement. Also, it helps in comparing results
with historical feedback. So, if there is an improvement of 4 points from say, 4
to 8, the company can be sure that customer experience has improved.
Custom look and feel: This is another striking feature of the above questionnaire
to match their brand style. Businesses like Nike should create branded surveys as
they are touch points with customers. And just like their retail stores and website,
they should convey their brand voice through customer satisfaction surveys too.
Progress bar: Progress bar gives a visual representation of the survey
completion percentage. It helps respondents to estimate how long it will take to
complete the survey. This is a good example of customer-centricity, where the
survey creator has designed the survey keeping its target users in mind. Such
survey design enhances the overall experience of the respondents and helps
achieve a higher completion rate.

Why is customer satisfaction so important?

When you are in a situation when you have to pick and choose from numerous
options, you need to create a niche for yourself.
Customer satisfaction can be a differentiator when you have to compete with
other similar products. If someone has used your products or services and had a
positive experience, they will choose your products or services over your
competitors.
Customers are what your business survives on. Hence, it is essential they are
happy. Also, it is equally important they continue to be satisfied. They must be
requested for their feedback regularly to learn more about their customer
journey.
The customer satisfaction survey helps you find out what are the areas that they
like about your products and services, but more importantly, what they would
want to improve. But you can derive the right insights from your survey only if
the questions are phrased correctly. Below are some of the excellent customer
satisfaction survey examples that we found are great to get inspired.

What is customer satisfaction?

Customer satisfaction is the degree of how well customers’ expectations are met
from a product or service.
While it cannot be touched and seen, it can be measured by collecting data.
Companies can ask a series of questions to their customers, and based on their
responses, it can be decided whether customers are satisfied or not.
An online survey is one of the most common methods of collecting customer
satisfaction data. While there are several basic and advanced question types, the
data collected by them can be primarily divided into two categories.
Quantitative data: This type of data can be quantified and used to generate
statistical reports. Qualitative data: This type of data is related to abstract
 concepts like emotions, expressions, etc. that cannot be generally quantified.
However, with the latest developments in natural language processing and
artificial intelligence, textual data can be used to extract meaningful insights
from them.
Both quantitative and qualitative data are important are used to get a holistic
view of how well the customers are satisfied.
Why is customer satisfaction so important?
When you are in a situation when you have to pick and choose from numerous
options, you need to create a niche for yourself.
Customer satisfaction can be a differentiator when you have to compete with other
similar products. If someone has used your products or services and had a positive
experience, they will choose your products or services over your competitors.
Customers are what your business survives on. Hence, it is essential they are
happy. Also, it is equally important they continue to be satisfied. They must be
requested for their feedback regularly to learn more about their customer
journey.
The customer satisfaction survey helps you find out what are the areas that they
like about your products and services, but more importantly, what they would
want to improve. But you can derive the right insights from your survey only if
the questions are phrased correctly. Below are some of the excellent customer
satisfaction survey examples that we found are great to get inspired.
2. Subway

Subway uses an advanced grid to collect customer feedback. You can choose an
option from the dropdown list for a specific service and select a rating based on
your experience. You can also select a reason for your rating from another
dropdown list.
This customer satisfaction survey example is one of the most concise
questionnaires. It makes the most out of the screen space and, at the same time,
gathers a lot of meaningful responses from the respondents. Such surveys have
higher response and completion rates. Market researchers and organizations
should use such design to offer a great experience to their respondents.
Key characteristics

Short and crisp: The customer satisfaction surveys can get really long because
generally, an organization needs feedback from their customers about so many
points. So, it is an art to create a questionnaire that is not only useful for the
businesses, but customers too would feel compelled to answer. Here, SubWay
has nailed the art and come up with a survey that is precise, compact as well as
aesthetically pleasing.
Does not repeat scale labels: SubWay has used the header space to specify how
do they interpret respondents’ answers. Here, they have mentioned that 10
stands for very satisfied and 0 stands for not at all satisfying experience. As you
can see, there are many questions that use a multi-point matrix scale with a scale
of 0-10. Instead of repeating scale labels for all of them, they have specified it
only at the top.
Customized questions: To make the question relevant to each customer,
Subway has text piping in the question text. Many survey tools offer this feature,
which substitutes a text in place of a variable in the run time. So, when the
respondents answer the question, they feel as if the questionnaire has been
customized for them.
Relevant answer options: The dropdown list has answer options that can be
quite possible scenarios or reasons behind their feedback. Both the questions
and answers are well-phrased and are specific to their industry. This helps them
make better decisions and gather actionable intelligence from the results.
 2. Delta Airlines

Delta Airlines is another business for whom customer experience and customer
satisfaction matters a lot. They ask a series of questions that help them measure
these parameters so that they can offer better services. Like Nike, there are many
factors that affect the satisfaction of Delta Airlines customers too. Some of the
most influencing factors are Behavior of flight attendants Baggage allowed and
its care Comfort of seats In-flight entertainment Meals Flight experience Out of
these, the behavior of flight attendants can be a differentiator when it comes to
the passengers’ in-flight experience. So, Delta Airlines created a short yet
detailed onboard service survey for its passengers.
Key

characteristics

Examples in the question text: To make it easier for passengers to answer

questions, Delta has given examples in the question text. It helps passengers
decide the option and have a clear understanding of the question.
Aiming for the best: In the last question, instead of asking a generic question
saying, “Do you have any other comments or suggestions for us?”, Delta has
asked a very specific question on whether they have met or exceeded the
expectations of their passengers. It sends across a message that customer
satisfaction is important for them. They aim to make themselves the best airline
and so ask for specific feedback and suggestions that would make them the best.
 N/A option: The survey creator understands that the question might not be
applicable to the passenger and so to consider this scenario, he/she has added an
N/A option as one of the answer choices.

4. McDonald’s

McDonald’s is a brand that spans across continents and serves a huge number
of customers on an everyday basis. Service is a key component of their business
and massive success. McD Voice, their online portal, lets customers enter the
survey code from their receipts. This is convenient for customers to take surveys
and shows to their customers that their feedback matters. It is important to note
that customers can still provide feedback, even if a survey code is missing.
What’s even more noteworthy is that they show the respondents where they will
locate the details they need to fill in the survey. These details can further help them
filter responses and have a more detailed view of the data.
Key characteristics

Brand themes: The survey template bears their logo and also follows their brand
colors and themes. This not only lends authenticity and credibility to the survey
template but also improves the survey response rate.
Simple select options: The survey has checkboxes as answer options that customers
can
easily select from. This is not cumbersome to the respondents and does not take
long to fill out the survey. Having this saves on time, and then you can add an
open-ended question in the end for more information.
Shows progress: Almost all brands conduct customer satisfaction surveys. It is
crucial to know what your customers are thinking and feel about your brand.
The frequency of these surveys depends on organizations and their study focus.
The customers, however, receive many surveys every day. Ensure your surveys
are concise, numbered, and with a progress bar is crucial to reducing your survey
dropouts. Having a progress bar lets the respondents know how many questions
are left and improves your survey completion rates.

5. FedEx
To continually improve their services, FedEx conducts customer satisfaction
surveys with all its customers. Their survey gets all basic details from the initial
questions such as type of service availed, date, and time of the visit, transaction
number, etc. The respondents get to rate on a scale of 0-10, with 10 being
extremely satisfied and 0 being extremely dissatisfied. They make sure to
include a Net Promoter Score (NPS) question to see how likely their customer
are to refer FedEx to their colleagues, friends, and family. This helps them in
calculating their NPS score and bucketing customers as promoters, detractors,
or passives.
Key characteristics

Get all information: Conducting customer surveys is not enough; you need to add
on the customer feedback and concerns too. By taking all vital information in the
beginning, FedEx ensures that they can easily reach out to customers, get details,
and address any concerns. It also comes in handy to know what worked well for
certain customers and replicating that for other customers.
Rating scales: The rating scales used by FedEx help customers select
appropriate feedback. Using that information, FedEx can clearly see how
satisfied or dissatisfied their customers are with their service.
Journey bar: The customer survey indicates the survey’s progress, letting
the respondents know what percentage of questions are left. This helps ensure
you do not lose respondents midway through and improves survey
completion rates.
6. Wal-Mart

Walmart has operations in many regions, which means they have customers who
speak various languages. With Walmart’s customer surveys, the customers get
to select the language they wish to answer the survey in. This certainly helps in
improving survey completion rates and getting honest responses. Using multi-
lingual surveys makes people comfortable and is definitely a great way to gather
customer feedback
 Key characteristics

Multi-lingual surveys: Walmart supports various languages for its customer

satisfaction surveys. This is important to make your customers feel comfortable
and to let them know that their opinions and feedback are immensely valued.
Inspires honest feedback: Their surveys have language options, bears their logo,
are easy to answer, and have a very good structural flow. All these factors inspire
confidence among the respondents encouraging them to leave honest and candid
feedback. This helps in gathering important and valuable information to refine
its customer operations further.

7. Apple
Apple is famous for customer-centricity, and it reflects in their products and
services. They have some of the most loyal customers globally. Apple views
customer experience with a different lens, and it shows in their marketing and
customer service initiatives, echoing what
Steve Jobs famously said, “You’ve got to start with the customer experience and
work back toward the technology, not the other way around.”
Key characteristics

Get to the bottom: As you can see in the survey template, they have provided a
multitude of options to the respondents. This helps Apple pin-point reasons and
get to the bottom of reasons for customers’ actions. This data can come in handy
in product development, marketing campaigns, customer churn initiatives, etc.
Rating scales: They use rating scales to understand customer satisfaction and
various other aspects which are easy for the respondents to fill in. They also
provide open-ended questions to get to the root of issues. Respondents can
choose to provide that extra information if they wish. These comments are
crucial to zero-in on specific customer issues and address them.
Simplicity is key: Apple’s survey design and template are quite simple, avoiding
any distractions whatsoever. This helps in keeping the respondents focussed on
the survey and achieving good survey completion results. Templates that use a
lot of colors and themes tend to be distracting and off-putting.
How to create good customer satisfaction surveys?
 Creating good customer satisfaction surveys that yield desired results depends
on the below factors.
1. Designing a survey

Write short and clear questions: Use a mix of simple multiple-choice questions
and advanced question types like NPS, advanced grid, budget scale, etc. The
survey completion rate will drop if respondents see length text or too many
questions in the survey. A good survey question asks for just one piece of data and
doesn’t have questions nested within it.
Avoid using ‘and’ and ‘or’ in the text as the data might turn out to be
inconclusive. Avoid bias, double negatives, complex language, hypothetical
questions, and difficult concepts. Customize the look and feel: The way your
survey looks can affect your response rate. A shabby looking survey not neatly
designed will repel respondents from answering the questions. It also spoils the
brand image, and hence you can lose business. Thus, your customer satisfaction
survey can act as your business card, and so all efforts must be made to reflect
your brand voice and style. Customize logo, fonts color, theme, header, footer,
and add a logo to your customer satisfaction survey to look professional.
Add survey logic and programming: Let your respondents see only questions
that are relevant to them. Redirect them to the right questions using skip logic,
branching, show/hide questions and answer options, and randomize the order of
both questions and answers to avoid any kind of bias.
Use ready-made templates: If you are not sure of what questions to include in
your survey, use ready-made survey templates. These templates are prepared by
experts and can be customized as per your needs. They save time and are ready to
use.
2. Distribute a survey

Choose the right platform: Survey tools offer you many distribution mediums
like email, mobile app, website, social media, and QR code. Depending on where
your audience is likely to answer, you can choose one of them. You can also keep
the responses anonymous so that your customers can give you honest feedback.
Choose the right target audience: Targeting the right audience is crucial for the
success of any survey. Select the right sample size such that it represents the target
audience in appropriate proportion in terms of demographics.
3. Analyze the results

Generate reports: Once you receive enough responses, it’s time to analyze data.
Generate

Customer Satisfaction Score (CSAT) from the responses received on a scale of

“Not satisfied at all” to “Very satisfied.” Filter results to get a detailed view of how
different groups of customers have responded. It gives a glimpse of how was their
experience and were there any common set of influencing factors. Create data
filters based on demographics, question, device type, location, and more.
Conduct customer satisfaction surveys regularly and create reports like Trend
analysis, survey comparison, word cloud, and text analytics report. Compare
results with the historical reports and see if there is any improvement. If so, it
implies that the customer experience has enhanced, and hence their satisfaction
too from your products and services has improved. Integrate with third-party
tools: To learn how your customer satisfaction survey results stand as compared
to data from other sources, you can integrate your survey software with third-
party applications like Salesforce, Microsoft Dynamics CRM, Marketo,
Hubspot, Tableau, and more. Also, you can automate your marketing activities
based on customer responses. For instance, if the analysis of results points to the
fact that a set of customers didn’t have enough knowledge of the product line,
they can be sent targeted marketing emails automatically.
Export results: Export survey results in commonly used formats like .pdf, .doc,
and .xls to share the results with the team and other stakeholders. You can also
embed a link to your survey report on your website or share the URL on social
media sites like Facebook and Twitter.
4. Take action

Close the feedback loop: The whole point of conducting a customer satisfaction
survey is to know whether your customers are happy. If not, find out what are
 the areas you can improve their experience. You can get pointers from the survey
and work on the improvement areas. According to a Gartner report, 95 percent
of the businesses collect customer feedback, but only 10 percent really use it.
Do not disappoint your customers by getting their feedback, but not acting on
it. The best businesses make sure they take action and convey the same to their
customers.

1.7 SUPPLY CHAIN MANAGEMENT

What is Logistics and Supply Chain Management?

The term “Supply Chain Management” was coined in 1982 by Keith Oliver of
Booz, Allen and Hamilton Inc. But the discipline and practice has been in
existence for centuries. The terms Logistics and Supply Chain Management are
used interchangeably these days, but there is a subtle difference that exists
between the two. ‘Logistics’ has a military origin, and used to be associated
with the movement of troops and their supplies in the battlefield. But like so
many other technologies and terminologies, it entered into the business lexicon
gradually and has now become synonymous with the set of activities ranging
from procurement of raw materials, to the delivery of the final polished good
to the end consumer. In a typical business scenario, many organizations work
in tandem (knowingly or unknowingly) to get the final product in hand of the
end consumer. The supply chain is a network of these organizations that
coalesce with each other (downstream or upstream) to make the final shipment
successful. A group of farmers, a cotton mill, a designer and a tailor is the least
number of stakeholders you can expect from a regular shirt.
Introduction to Logistics and Supply Chain Management (SCM)

Logistics is generally seen as a differentiator in terms of the final bottom line of

a typical

“hard and tangible goods” organization; enabling either a lower cost or

providing higher value. While a lower cost is mostly a one-time feel-good factor
and has been the traditional focus area in logistics, high value comes into the
picture much later and may be tangible or intangible in a good’s initial stages.
So, while an organization like Zappos may look costly at a first glance, the
extraordinary customer service due to robust policies is a value which more than
offsets the slightly higher cost.
Logistics is concerned with both materials flow and information flow. While
the materials flow from the supplier to consumer, the information flows the
other way round. It is not only concerned with inventory and resource
utilization; customer response also falls under the ambit of logistics.
In simple terms, logistics can be seen as a link between the manufacturing and
marketing operations of a company. The traditional organizations used to think
of them separately, but there is a definite value addition in integrating the two
due to the interdependence and feedback channel between the two.
The level of coordination required to minimize the overall cost for the end
consumer gets tougher to achieve as the number of participants in a supply chain
increase, as an extremely efficient flow of material and information is required
for optimization.
Manufacturing plants, warehouses, stores etc. are all facilities which form key
components in the network design. Transportation: the cost and consistency
(reliability) required out of the transportation network determines the type and
mode of the movement of goods and also affects the inventory.
Distribution Management

A Distribution Management System (DMS) is a gathering of uses intended to

screen and control the whole dispersion organize proficiently and dependably. It
goes about as a choice emotionally supportive network to help the control room
and field working faculty with the observing and control of the electric
dissemination framework.
Distribution management is a general term that infers diverse exercises and
methodology, for occurrence, bundling, stock, warehousing, stock frame work
and logistics. Coordinate the progress of product from supplier or creator to
motivation behind offer. Effectively managing the entire allotment system is
essential to budgetary accomplishment and corporate life range. The higher an
organization or the more conspicuous the amount of supply centers an
association has,
themoreitoughttorelyonuponrobotizationtofeasiblymanagethedispersalprocess.

Characteristics of Logistics Management

1. quickness

Fast logistics through fast transportation and scientific logistics management and
event management. In supply chain management, fast logistics is the basic
requirement of the supply chain and the basis for ensuring an efficient supply
chain.
2. information sharing
 Compared with the traditional vertical integrated logistics model, the flow of
logistics information integrated into the supply chain is greatly increased. The
demand information and feedback information transmission is not a step-by-step
transmission, but a network type. Enterprises can quickly grasp the supply and
demand information and market information of different links in the supply
chain through the Internet, and achieve information sharing and coordination.

3. diversity

In supply chain management, the diversity of logistics is reflected in the diversity

of logistics forms and the diversity of logistics items. The diversity of logistics
forms mainly refers to the diversity of logistics and transportation methods,
pallets, and the like.

Objectives of logistics

1- Inventory reduction

Inventory is the biggest culprit in adversely affecting the objectives of logistics

management at the bottom line of an enterprise. Through a financial
accountancy perspective, inventory is an asset and does not cause any
appreciable disadvantage even when it is stocked in an excess quantity.
2- Reliable and consistent delivery performance
On-time delivery is crucial to the customer to maintain his production schedule.
The customer is not interested in a faster delivery of the material ahead of the
production schedule. This area of operation is subject to variance.
3- Freight economy
Freight is a major cost element in logistics cost. This can be reduced by adopting
measures such as freight consolidation, transport mode selection, route planning,
load unitizing and long distance shipments.
4- Freight economy

Freight is a major cost element in logistics cost. This can be reduced by adopting
measures such as freight consolidation, transport mode selection, route planning,
load unitizing and long distance shipments.

Supply Chain Principles

1. Segment customers built on service needs.

2. Customized the Source Chain Management network.

3. Pay attention to signals of market strategy and demand accordingly.

4. Differentiate product nearer to the customer.

5. Manage the resources of supply strategically.

6. Create a supply-chain-wide technology strategy.

7. Adopt channel-spanning performance methods.

Activities and Functions of SCM

Logistics activities concern both the supply and distribution channel and are
interrelated with the rest activities and functions comprised by the supply chain
of each firm. The logistics activities involved in SCM can be divided in key
activities and support activities.
Key Activities are central to the operation of every firm, involve

1. Transportation,

2. Inventory management,

3. Customer service,

4. Information flows, and

5. Order management.

Support Activities of the SCM include

 1. Warehousing,

2. Material handling,

3. Purchasing,

4. Packaging,

Cooperation with production operation management ,and Maintenance of

information systems is required for the smooth and peace operation of the supply
string of the firm. Support activities are equally important and contribute to the
goals and objectives set by the SCM of a firm/organization, however they may
differ across organizations depending on the industry they operate, the special
characteristics of the product/services and the needs of the customers.

The main functions of SCM includes

1. Defining geographical boundaries business and relationships

2. control demand and supply

3. Logistics

4. Procurement

5. Import and export system interface

 6. Production and distribution system interface

Benefits of logistics

End-to-End Visibility

Logistics management plays a vital role in enhancing visibility into the supply
chain and better control costs. Businesses can get the real-time data which help
the organizations to make informed and data driven decisions. Embracing new
age technology tends can provide better visibility which is useful in spotting
supply chain problems and gaining insights into the potential opportunities.
Therefore, it leads to efficiency and profitability of the organisations.
Reduce Operational Cost

An effective supply chain management allows the organisations to achieve

ample transparency and visibility in the operations. By analysing information
and getting historical data, businesses can reduce the overhead cost by
proactively managing the operations. The major benefit of logistics management
is that businesses can resolve the supply chain challenges and respond to them
in a cost-effective manner.

Warehouse Management
 Designing and executing the warehouse’s processes can be a daunting task for
fleet managers. Logistics management leads to a smooth workflow of managing
the aspects of storage and distribution in the warehouses. It ensures that the right
product is delivered at the right time to the end customer. A right warehouse
management tends to seamlessly optimize logistics functions

Challenges in SCM

Globalization

One of the best inconveniences that affiliations are going up against the
technique through the lesson the cost of the stores framework. With the view to
fulfill the wants of the targeted customers and earn effectively.

Client’s preference

As communicated above, overall supply chains are psyche boggling. Add to

that thing incorporates that are constantly changing, and the test is
impressively more paramount. A thing is released and customers rapidly
weight associations to think about the accompanying colossal thing.

Market Development

Another segment that shows at estis the trip for new clients. The expense of an
adding to a thing, from R&D to thing presentation, is central. In like manner,
affiliations are trying to extend their vehicle to making markets with a specific
last target to make wages and Improvement bit of the general business.
Affiliations all around the globe are relied on to extend in their home and out side
business sections. The prologue to new markets is troublesome as a consequence
of exchanging game-plans, expenses, and government procedures.
Customers' longings now a days are more asking for than some other time in
late memory. As depicted here, associations have responded with overall
frameworks, thing progression, and business segment improvements. This infers
associations now rely on upon stock system chiefs to enhance their quality
chains remembering the final objective to stay forceful. Accordingly, it's nothing
gun foreseen that these specialists are prominent. So customers, rest ensured -
masters in stock system organization, including our own specific Grainger
Centre graduates - are off camera taking care of these complexities.

Planning & risk management

Remembering the final objective to stay as beneficial and practical as could sensibly
be normal, infrequent assessments and overhauls are required. These adjustments
are a direct result of changes in the business division – changes, for instance, new
thing dispatches, overall sourcing,

Managing inventory

Directing stock goes past checking what amount of boxes of pencils is sitting in
your dissemination focus. It incorporates maintain enough stock near to so your
association can be versatile while meeting all customer and client wishes.
Appropriately timing solicitations is furthermore incorporated to ensure
everything (or sections of a thing) land at the doled out time without your
association going up against significant deferrals. This also incorporates passing
on sufficient stock so your association doesn't run out—yet less stock that
advantages are imp

Managing suppliers

Close by administering stock comes supervising suppliers. Stock system chiefs

are responsible for knowing when they want different suppliers for one thing,
over seeing suppliers when there are delays &ensuring all solicitations got meet
quality controls. They're in like manner accountable for finding suppliers with
unsurprising and strong organization at a worth that doesn't hurt your essential
concern.
Maintaining Safety and Quality

The globalization of your store system can be consolidated by means of stresses

over the way of things that are made in various countries (or contain parts from
various countries) that may not meet authoritative rules. This puts associations
at peril of audits. This suggests store system bosses are responsible for ensuring
suppliers and their things keep up safety and quality standards.

How does supply chain management work?

According to CIO, there are five components of traditional supply chain

management systems: Planning
Plan and manage all resources required to meet customer demand for a company’s
product or service. When the supply chain is established, determine metrics to
measure whether the supply chain is efficient, effective, delivers value to
customers and meets company goals.
Sourcing

Choose suppliers to provide the goods and services needed to create the
product. Then, establish processes to monitor and manage supplier
relationships. Key processes include:
ordering, receiving, managing inventory and authorizing supplier payments.

Manufacturing

Organize the activities required to accept raw materials, manufacture the

product, test for quality, package for shipping and schedule for delivery.
Delivery and Logistics
Coordinate customer orders, schedule deliveries, dispatch loads, invoice
customers and receive payments.
Returning

Create a network or process to take back defective, excess or unwanted products.

Why is supply chain management important?

Effective supply chain management systems minimize cost, waste and time in
the production cycle. The industry standard has become a just-in-time supply
chain where retail sales automatically signal replenishment orders to
manufacturers. Retail shelves can then be restocked almost as quickly as product
is sold. One way to further improve on this process is to analyze the data from
supply chain partners to see where further improvements can be made.
By analyzing partner data, the [Link] post identifies three scenarios where
effective supply chain management increases value to the supply chain cycle:

Identifying potential problems. When a customer orders more product than the
manufacturer can deliver, the buyer can complain of poor service. Through data
analysis, manufacturers may be able to anticipate the shortage before the buyer
is disappointed.

Optimizing price dynamically. Seasonal products have a limited shelf life. At

the end of the season, these products are typically scrapped or sold at deep
discounts. Airlines, hotels and others with perishable “products” typically adjust
prices dynamically to meet demand. By using analytic software, similar
forecasting techniques can improve margins, even for hard goods.
Improving the allocation of “available to promise” inventory. Analytical
software tools help to dynamically allocate resources and schedule work based
on the sales forecast, actual orders and promised delivery of raw materials.
Manufacturers can confirm a product delivery date when the order is placed —
significantly reducing incorrectly-filled orders.

Key features of effective supply chain management

The supply chain is the most obvious “face” of the business for customers and
consumers. The better and more effective a company’s supply chain management
is, the better it protects its business reputation and long-term sustainability.

IDC’s Simon Ellis in The Path to a Thinking Supply Chain¹ defines what is
supply chain management by identifying the five “Cs” of the effective supply
chain management of the future:
Connected: Being able to access unstructured data from social media, structured
data from the Internet of Things (IoT) and more traditional data sets available
through traditional ERP and B2B integration tools.

Collaborative: Improving collaboration with suppliers increasingly means the use

of cloudbased commerce networks to enable multi-enterprise collaboration and
engagement.

Cyber-aware: The supply chain must harden its systems and protect them
from cyberintrusions and hacks, which should be an enterprise-wide concern.
 Cognitively enabled: The AI platform becomes the modern supply chain's control
tower by collating, coordinating and conducting decisions and actions across the
chain. Most of the supply chain is automated and self-learning.

Comprehensive: Analytics capabilities must be scaled with data in real time.

Insights will be comprehensive and fast. Latency is unacceptable in the supply
chain of the future. Many supply chains have begun this process, with
participation in cloud-based commerce networks at an all-time high and major
efforts underway to bolster analytics capabilities.

Evolution of supply chain management

While yesterday’s supply chains were focused on the availability, movement and
cost of physical assets, today’s supply chains are about the management of data,
services and products bundled into solutions. Modern supply chain management
systems are about much more than just where and when. Supply chain
management affects product and service quality, delivery, costs, customer
experience and ultimately, profitability.
As recently as 2017, a typical supply chain accessed 50 times more data than just
five years earlier. However, less than a quarter of this data is being analyzed.
That means the value of critical, time-sensitive data — such as information about
weather, sudden labor shortages, political unrest and microbursts in demand —
can be lost.
Modern supply chains take advantage of massive amounts of data generated by
the chain process and are curated by analytical experts and data scientists. Future
supply chain leaders and the Enterprise Resource Planning (ERP) systems they
manage will likely focus on optimizing the usefulness of this data — analyzing
it in real time with minimal latency.

Why Should A Company Understand Its Supply Chain?

Mapping out a supply chain is one of the critical steps in performing an external
analysis in a strategic planning process. The importance of clearly laying out
the supply chain is that it helps a company define its own market and decide
where it wants to be in the future. In developing corporate-level strategies, a
company often needs to make decisions on whether to operate a single line of
business or enter into other related or unrelated industries. Each stage of a
supply chain is essentially a different industry, for example, raw material
extraction and manufacturing. The supply chain enables a company to
understand others that are involved in each of the stages, and thereby provides
some insights on the attractiveness or competitiveness in industries the
company might want to enter in the future.
Supply Chain Examples

Let’s look at two different examples of a supply chain.

Generic Supply Chain

The generic supply chain begins with the sourcing and extraction of raw
materials. The raw materials are then taken by a logistics provider to a supplier,
which acts as the wholesaler. The materials are taken to a manufacturer, or
probably to various manufacturers that refine and process them into a finished
product.
Afterward, it goes to a distributor that wholesales the finished product, which is
next delivered to a retailer. The retailer sells the product in a store to consumers.
Once the
 consumer buys it, this completes the cycle, but it’s the demand that then goes
back and drives the production of more raw materials, and the cycle continues.

Supply Chain for an e-Commerce Company

In this example, the e-commerce company operates a website, and that website
sells various products. When a customer places an order for a product, the
product order is being processed by technology such as a checkout cart, an order
system, or a third-party product such as Shopify. The payment processors then
come in and deal with payment transactions for the order, which actually opens
up a new supply chain.
The payment processors use their own systems but, in most cases, third parties
such as PayPal and Stripe are employed, and they involve banks and other
providers. When a product order is placed, the warehouse receives the order and
ensures the product is ready for delivery. The warehousing company can be
either in-house or a third-party logistics provider. The order then goes from the
warehouse to the shipping company. Once again, the shipping may be in-house
or a third-party shipping company. After shipping, the package arrives at the
customer’s door and the customer receives it.
Supply chain management is known as the process of production and logistics
of a company, which must take place from the beginning of procurement of raw
materials in order to create products and the final delivery of such products to
their distribution centers and ultimately their points of sale.

The practices of SCM are not only benefited by the reduction of spending,
but also by incrementing profitability in investments, commercial growth
and reducing the overall cost of doing business. Businesses faced with
overruns, due to bad supply chain management have a higher propensity to being
affected by economic crises; therefore the difference between a struggling
company and a successful one can usually be seen in an adequate and
representative use and upkeep of their supply chain from beginning to end. There
are many examples of prosperous companies that have correctly developed the
supply change management concept and that enforce efficient practices. These
are some examples.

The Coca-Cola Company

Main makers, marketers and distributors of drink concentrates and non-

alcoholic syrups. The main office is located in Atlanta, GA but their products
are distributed to virtually every country in the world. Their preparation,
distribution and transportation logistics are in line with a segmentation strategy
for their customers when it comes to the size and presentation of their products.
Aside from having an extremely successful supply chain, Coca-Cola
participates in sponsorships, partnerships, and alliances; thus creating a
great management and marketing of their products.
 Colgate

The main toothpaste brand made by Colgate-Palmolive, dedicated to producing,

distributing and selling oral hygiene and home cleaning products since the last
part of the 19th century. Colgate keeps present all aspects of product diversity,
effectiveness, optimization and customer support and it uses an effective
distribution channel that encompasses all aspects of care and maintenance.
Their products are sold in many venues such as pharmacies, supermarkets,
convenience stores and small wholesalers, thus creating an excellent impact
within their distribution channels and management.

7-Eleven

7-Eleven is an international chain of convenience stores, based out of Dallas,

Texas. The currently have around 58.308 in 16 different countries, most of them
franchises. They are mainly focused on selling basic food items, medicine and
toiletries and magazines, but this all depends on their host country. Their main
stores are located throughout the United States and Asia. They supply a huge
variety of customer needs 24 hours a day in most locations. Their reach,
capacity and management have made 7-Eleven one of the biggest and most
productive companies in the world.

Zara.

Zara is one of the main clothing and accessory retailers internationally based in
Spain. They are mainly focused on new, trendy and cutting edge fashion for
men and women alike. Currently it operates in 88 different markets
worldwide, their main distributors are in
Madrid and Zaragoza. Zara is known for its energy saving efforts and techniques,
as well
as their minimization and efficient waste management. This commitment with
the environment is paramount within their operations across all plants and
departments and has helped create a collective conservation consciousness
among members of the staff. In their fabrics, they used environmentally friendly
fabrics like organic cotton amongst others. Their textile production comes from
Spain, the Far East, India and Morocco. Biodiesel fuel is used to transport their
products, according to their environmental policies. The have a great concern
for animal treatment and under no circumstances, use animal products that come
from animals that were not treated ethically or sacrificed for the sole purpose of
commercializing their leather, skin, horns, feathers, etc. While other retailers use
third-party production, Zara produces about 60% of the fabrics they use and use
cutting-edge technology to cut and measure the handling of fabric so this is done
in a precise and efficient manner, thus reducing waste overall.
 Amazon

Amazon is a US electronic commerce and cloud computing company. Their

headquarters are based in Seattle, Washington and they are the largest internet-
based retailer in the United States. Amazon was one of the first companies that
started selling book online. Currently their range of products doesn’t stop there;
they also sell music, videogames, shoes, clothing, luggage and many other
accessories. Amazon offers about everything you can think of and their variety
in offers and products along with their customer driven shopping and
recommendations is a hit with customers. One of the reasons why Amazon can
have such a wide spectrum of products is the fact that they are not limited by
physical spaces, since they don’t have actual stores. Their supply chain goes
from the lowest levels of inventory, through the logistics of the order itself
all they way up to an outstanding distribution chain of their products in an
international scale. Amazon can currently ship close to 10 million different
products. This diversity gives it an edge against competitors and makes it a
perfect example of what efficient supply chain management can accomplish.
Chapter 2 Objective & Scope of study
OBJECTIVE & SCOPE OF THE STUDY

OBJECTIVES

 To study the level of satisfaction of client of radiant x ways logistics.

 To study the services used by the clients.

 To study the services which is less preferred by the clients.

SCOPE

 The study is confined to India only.

 The present concept includes the concepts of client satisfaction.

 The collected data has been analysed through simple statistical tools.
Chapter 3 :Research Methodology

3.1 Introduction to research topic

3.2 Problem statement/ hypothesis

3.3 Literature survey
3.4 Research Design
3.5 Types of Data in Research Methodology
3.6 Importance of Research Methodology in Research
3.7 Measurement & Scaling Technique
3.8 Questionnaire to conduct the Study
 RESEARCH METHODOLOGY

3.1 Introduction to research topic

The techniques or the specific procedure which helps the students to identify,
choose, process, and analyse information about a subject is called Research
Methodology.
It allows the readers to evaluate the validity and reliability of the study in the
research paper.

In simple words, it describes what you did and what made you reach this obtained
result.

It is practical to know ‘how’ the given Research or any specific piece of Research
was done. How a researcher designs a comprehensive study to get a reliable
outcome which justifies the objectives of the course can be figured out by research
methodology.
For instance: Research Methodology allows us to know:

How did the Researcher reach to decide: What data should be collected or what
data should be avoided?
How to collect it: The data collection methods of the
Research. How to analyses it: The data analysis
methods of the Research.
In any formal research or a piece of Research (dissertation, thesis, academic
journal, or article), there will be a research methodology section that describes
what, by whom, how to collect, and how to analyses the data are given.
Specifically, in any dissertation, the methodology chapter explains both what
methodological choices were made and why they were made.
The methodology section should confirm that the selected methods are the best
methods to get reliable and valid results to justify the aims and objectives of
the Research. It is of utmost importance to choose the right way so that the
work of the Research must be accurate. Briefly, the systematic way to find out
the solution to a problem is Research Methodology. The procedure carried out
by researchers to go about their work of explaining and predicting occurrences.
Providing the work plan to Research is the aim of Research Methodology. To
gather the relevant information regarding the project, the following method has
been used.

3.2 Problem statement/ hypothesis

The exploratory study is particularly helpful in breaking broad and vague

problem into smaller, more precise sub – problem statements. Exploratory
studies help in formulating hypotheses for the further research

3.3 Literature survey:

One of the most economical and quickest ways to discover hypotheses is through
a literature search. For this purpose, large volumes of published and unpublished
data are available.

3.4 Research Design

The research design is exploratory research design. In the exploratory research

design literature survey was conduct. A research design is purely and simply the
framework or plan for a study that guides the collection and analysis of data.

The research methodology is based on empirical data collected through a

questionnaire survey and personal interviews. The questionnaire-based survey
methodology is adopted to test the proposed hypotheses. Interview and
questionnaire are the main instruments of this study. Tacit knowledge collection
from consumer electronics industry is another approach. The respondents will
be requested to fill out a survey questionnaire from the perspective that best
captured the supply chain and logistics issues faced by their organization. The
objective of the questionnaire will be to identify the extent of deployment of
supply chain strategies, the structure of supply chains in various industry
sectors, the problems encountered in organizing supply chain systems and the
path being taken by organizations in strengthening supply chain management.
The objective is to examine the status of information sharing with
customers, investment in supply chain automation tools, Effective mode of
communication in supply chain, availability of
supply, forecasting methods, supply chain management, technology
cooperation, supplier integration and partnerships The research methodology
is based on empirical data collected through a questionnaire survey and
personal interviews. The questionnaire-based survey methodology is
adopted to test the proposed hypotheses. Interview and questionnaire are
the main instruments of this study. Tacit knowledge collection from consumer
electronics industry is another approach. The respondents will be requested to
fill out a survey questionnaire from the perspective that best captured the
supply chain and logistics issues faced by their organization. The objective of
the questionnaire will be to identify the extent of deployment of supply chain
strategies, the structure of supply chains in various industry sectors, the
problems encountered in organizing supply chain systems and the path being
taken by organizations in strengthening supply chain management. The
objective is to examine the status of information sharing with customers,
investment in supply chain automation tools, Effective mode of
communication in supply chain, availability of supply, forecasting methods,
supply chain management, technology cooperation, supplier integration
and partnerships The research methodology is based on empirical data
collected through a questionnaire survey and personal interviews. The
questionnaire-based survey methodology is adopted to test the proposed
hypotheses. Interview and questionnaire are the main instruments of this
study. Tacit knowledge collection from consumer electronics industry is
another approach. The respondents will be requested to fill out a survey
questionnaire from the perspective that best captured the supply chain and
logistics issues faced by their organization. The objective of the questionnaire
will be to identify the extent of deployment of supply chain strategies, the
structure of supply chains in various industry sectors, the problems
encountered in organizing supply chain systems and the path being taken by
organizations in strengthening supply chain management. The objective is to
examine the status of information sharing with customers, investment
in supply chain automation tools, Effective mode of communication in supply
chain, availability of supply, forecasting methods, supply chain
management, technology cooperation, supplier integration and partnerships
The research methodology is based on empirical data collected through a
questionnaire survey and personal interviews. The questionnaire-based
survey methodology is adopted to test the proposed hypotheses. Interview
and questionnaire are the main instruments of this study. Tacit knowledge
collection from consumer electronics industry is another approach. The
respondents will be requested to fill out a survey questionnaire from the
perspective that best captured the supply chain and logistics issues faced by
their organization. The objective of the questionnaire will be to identify the
extent of deployment of supply chain strategies, the structure of supply chains
in various industry sectors, the problems encountered in organizing supply
chain systems and the path being taken by organizations in strengthening
supply chain management. The objective is to examine the status of
information sharing with customers, investment in supply chain automation
tools, Effective mode of communication in supply chain, availability of supply,
forecasting methods, supply chain management, technology cooperation,
supplier integration and partnerships The research methodology is based on
empirical data collected through a questionnaire survey and personal
interviews. The questionnaire-based survey methodology is adopted to
test the proposed hypotheses. Interview and questionnaire are the main
instruments of this study. Tacit knowledge collection from consumer
electronics industry is another approach. The respondents will be requested to
fill out a survey questionnaire from the perspective that best captured the
supply chain and logistics issues faced by their organization. The objective of
the questionnaire will be to identify the extent of deployment of supply chain
strategies, the structure of supply chains in various industry sectors, the
problems encountered in organizing supply chain systems and the path being
taken by organizations in strengthening supply chain management. The
objective is to examine the status of information sharing with customers,
investment in supply chain automation tools, Effective mode of
communication in supply chain, availability of supply, forecasting methods,
supply chain management, technology cooperation, supplier integration
and partnerships The research methodology is based on empirical data
collected through a questionnaire survey and personal interviews. The
questionnaire-based survey methodology is adopted to test the proposed
hypotheses. Interview and questionnaire are the main instruments of this
study. Tacit knowledge collection from consumer electronics industry is
another approach. The respondents will be requested to fillout a survey
questionnaire from the perspective that best captured the supply chain and
logistics issues faced by their organization. The objective of the questionnaire
will be to identify the extent of deployment of supply chain strategies, the
structure of supply chains in various industry sectors, the problems
encountered in organizing supply chain systems and the path being taken by
organizations in strengthening supply chain management. The objective is
to examine the status of information sharing with customers, investment
in supply chain automation tools, Effective mode of communication in supply
chain, availability of supply, forecasting methods, supply chain
management, technology cooperation, supplier integration and partnerships
To gather the relevant information regarding the project, the following
method has been used.
A: Research Design

The research design is exploratory research design. In the

exploratory research design literature survey was conduct.
A research design is purely and simply the framework or plan
for a study that guides the collection and analysis of data.

Exploratory Research Design:

The exploratory study is particularly helpful in breaking broad and

vague problem into smaller, more precise sub – problem statements.
Exploratory studies help in formulating hypotheses for the further
research.

Literature survey:

One of the most economical and quickest ways to discover

hypotheses is through a literature search. For this purpose, large
volumes of published and unpublished data are available.
To gather the relevant information regarding the project, the
following method has been used.

3.5 Types of Data in Research Methodology

Raw and unorganized facts or a set of values of subjects that need to be

processed is called Data. Without a proper organization, the Data is of no use
and just some random things. After the collection of data, there will be a need
to process it, organize it, make the structure of it and then finally present it in a
useful way which is termed as information. In short, after the process, data
becomes information. Not data but processed data, i.e., the story is essential to
conduct Research. That Data can be acquired in various forms and from multiple
means. Research papers, journal articles, web sites, books and blogs are used to
collect data. A qualitative research methodology is the best Methodology to
analyse the data contained in textual form.
The Researcher assigns a specific value to every Data, and each Data describes
things of unique quality. Organization, process, and presentation of these values
are essential for analysis to get the best result of Research.
The different types of data in research methodology are described below:

Qualitative data:

Qualitative data are those data which contains words and description and are
in textual form. This type of Data is not easy to analyse in Research as it is of
the subjective kind, especially when it comes to comparing it with other
information.
For example, Researcher collects quality data from personal interviews, open-
ended questions, and focus groups. This type of data describes taste, experience,
texture, or opinion.

Quantitative data:

Quantitative data are those data which are expressed in numbers or numerical
figures. This type of data can be measured, ranked, calculated or grouped.
Example: This type of data contains questions like age, scores, rank, cost,
length, weight, etc. In short, every Data which is in the form of numbers. Also,
such numerical data can be presented in graphical format, charts, or can be
applied in statistical analysis methods.

Categorical data:

When Data is available in groups but does not belong to more than the belonged
group is called Categorical data. The data grouped into a category is Categorical
data.
 Example: If there were a survey which asks people to tell their marital status,
age, smoking habit, and drinking habit, this information collected from people
are categorical data. In simple words, the data of categorical type represents
discrete numbers which belong to a specific category or class.
Based on the methods of data collection, data can be divided into four types:
observational, experimental, Simulation, and derived.

Observational Data

A researcher observes things or people and their behaviour or activity to collect

data which comes under observational data. Methods used to collect
observational data are human observation, open-ended surveys, or interviews.
The collection of this type of data depends on real-time. The re-creation of
observational Data is not accessible if lost.

Experimental Data

The data collected by tests, experiments, measurements, and quasi-experimental

designs is called Experimental data. When a researcher intervenes to produce, alter
or measure any change in the investigation to collect data, he collects
Experimental data. This method of collecting data can be applied based on the
need of researchers where it is qualitative or quantitative. Experimental Data is
comparatively easier to analyse and interpret.

Simulation Data
To imitate the operation of a system or a process which describes the procedure
over time is Simulation. And by using computer test models to imitate the
operation of a real-world system or method generates simulation data.
Simulation data helps to find what could or what would take place under a
specific condition. Experimenting through the computer are often used to
collect simulation data.
Derived / Compiled Data

This type of data use other base data, and it involves the process of creating new
data from existing data through some transformation. It is entirely new data
constructed from one or more existing data. Derived data are new data or
information, and it provides new ways of presenting old or raw attributes.
Example: Population density data can be obtained by a combination of data of
area and population. If lost, researchers can replace this type of data. However,
it will be expensive and time-consuming.

Data Collection Design

Data Type

There are mainly two types of data are available; Primary data and Secondary
data,

I conducted my study mainly based on the secondary data. That is collected by

the –

Secondary Data:

Secondary data is that data which are collected for some earlier research work
and are applicable in the study the research has presently undertaken.
Depending upon the gathering sources, secondary data can be divided into two
categories-
 Internal data

Internal data is procured by the research in normal operations within his own
premises.

• Company’s websites

• Company catalogue

External data:

External data are generated and collected from variety of events and
sources outside the firm’s premises. Business magazines
• Various newspapers

• Journals

• Various books

Types of Sampling in Research Methodology Sampling

It is a strategy of choosing singular individuals or a subset of the population to

build factual inferences from them and gauge attributes of the entire territory.
Analysts in statistical surveying broadly utilize diverse inspecting techniques, so
they don’t have to investigate the whole population to gather significant
experiences. It is additionally a period advantageous and a practical approach and
subsequently shapes the premise of any exploration plan. Inspecting strategies
can be utilized in an exploration overview programming for the ideal deduction.

Types of sampling

Before we examine the various types of inspecting, let us talk about what the term
sampling means. In the research field, this term is considered to be an example for
the gathering of individuals, articles, or things that are taken from a vast populace
for estimation. Along these lines, to get the precise outcomes, testing is finished.

Sample Design

Collecting data from where only a few units of population under study are
considered for analysis is called sampling method.

Sample Size:

A sample size of 1 Company was taken.

Sample Type:

There are two main categories; Probability sampling and non – probability sampling.

The sample type was non-probability sampling.

Non-probability sampling:

In non-probability sampling, the chance of any particular unit in the population

being selected is unknown.

Sample Technique:
There are mainly three non – probability designs; Judgment sampling Convenience
sampling and Quota sampling.

Judgment sampling technique was used.

The research methodology is based on empirical data collected through a

questionnaire survey and personal interviews. The questionnaire-based
survey methodology is adopted to test the proposed hypotheses. Interview
and questionnaire are the main instruments of this study. Tacit knowledge
collection from consumer electronics industry is another approach. The
respondents will be requested to fill out a survey questionnaire from the
perspective that best captured the supply chain and logistics issues faced by
their organization. The objective of the questionnaire will be to identify the
extent of deployment of supply chain strategies, the structure of supply chains
in various industry sectors, the problems encountered in organizing supply chain
systems and the path being taken by organizations in strengthening supply chain
management. The objective is to examine the status of information sharing
with customers, investment in supply chain automation tools, Effective mode
of communication in supply chain, availability of supply, forecasting methods,
supply chain management, technology cooperation, supplier integration
and partnerships
The research methodology is based on empirical data collected through a
questionnaire survey and personal interviews. The questionnaire-based
survey methodology is adopted to test the proposed hypotheses. Interview
and questionnaire are the main instruments of this study. Tacit knowledge
collection from consumer electronics industry is another approach. The
respondents will be requested to fill out a survey questionnaire from the
perspective that best captured the supply chain and logistics issues faced by
their organization. The objective of the questionnaire will be to identify the
extent of deployment of supply chain strategies, the structure of supply chains
in various industry sectors, the problems encountered in organizing supply chain
systems and the path being taken by organizations in strengthening supply chain
management. The objective is to examine the status of information sharing
with customers, investment in supply chain automation tools, Effective mode
of communication in supply chain, availability of supply, forecasting methods,
supply chain management, technology cooperation, supplier integration
and partnerships. The research methodology is based on empirical data collected
through a questionnaire survey and personal interviews. The questionnaire-
based survey methodology is adopted to test the proposed hypotheses.
Interview and questionnaire are the main instruments of this study. Tacit
knowledge collection from consumer electronics industry is another approach.
The respondents will be requested to fill out a survey questionnaire from the
perspective that best captured the supply chain and logistics issues faced by
their organization. The objective of the questionnaire will be to identify the
extent of deployment of supply chain strategies, the structure of supply chains
in various industry sectors, the problems encountered in organizing supply chain
systems and the path being taken by organizations in strengthening supply chain
management. The objective is to examine the status of information sharing
with customers, investment in supply chain automation tools, Effective mode
of communication in supply chain, availability of Supply, forecasting
methods, supply chain management, technology cooperation, supplier
integration and partnerships The research methodology is based on empirical
data collected through a questionnaire survey and personal interviews. The
questionnaire-based survey methodology is adopted to test the proposed
hypotheses. Interview and questionnaire are the main instruments of this study.
Tacit knowledge collection from consumer electronics industry is another
approach. The respondents will be requested to fill out a survey questionnaire
from the perspective that best captured the supply chain and logistics issues
faced by their organization. The objective of the questionnaire will be to identify
the extent of deployment of supply chain strategies, the structure of supply
chains in various industry sectors, the problems encountered in organizing
supply chain systems and the path being taken by organizations in strengthening
supply chain management. The objective is to examine the status of
information sharing with customers, investment in supply chain automation
tools, Effective mode of communication in supply chain, availability of supply,
forecasting methods, supply chain management, technology cooperation,
supplier integration and partnerships The research methodology is based on
empirical data collected through a questionnaire survey and personal
interviews. The questionnaire-based survey methodology is adopted to test
the proposed hypotheses. Interview and questionnaire are the main instruments
of this study. Tacit knowledge collection from consumer electronics industry is
another approach. The respondents will be requested to fill out a survey
questionnaire from the perspective that best captured the supply chain and
logistics issues faced by their organization. The objective of the questionnaire
will be to identify the extent of deployment of supply chain strategies, the
structure of supply chains in various industry sectors, the problems encountered
in organizing supply chain systems and the path being taken by organizations in
strengthening supply chain management. The objective is to examine the
status of information sharing with customers, investment in supply chain
automation tools, Effective mode of communication in supply chain, availability
of supply, forecasting methods, supply chain management, technology
cooperation, supplier integration and partnerships The research methodology
is based on empirical data collected through a questionnaire survey and personal
interviews. The questionnaire-based survey methodology is adopted to test
the proposed hypotheses. Interview and questionnaire are the main instruments
of this study. Tacit knowledge collection from consumer electronics industry is
another approach. The respondents will be requested to fill out a survey
questionnaire from the perspective that best captured the supply chain and
logistics issues faced by their organization. The objective of the questionnaire
will be to identify the extent of deployment of supply chain strategies, the
structure of supply chains in various industry sectors, the problems encountered
in organizing supply chain systems and the path being taken by organizations in
strengthening supply chain management. The objective is to examine the
 status of information sharing with customers, investment in supply chain
automation tools, Effective mode of communication in supply chain, availability
of supply, forecasting methods, supply chain management, technology
cooperation, supplier integration and partnerships To gather the relevant
information regarding the project, the following method has been used.

Literature survey:

One of the most economical and quickest ways to discover

hypotheses is through a literature search. For this purpose, large
volumes of published and unpublished data are available.
To gather the relevant information regarding the project, the
following method has been used.

3.6 Importance of Research Methodology in Research

To solve the difficulties coming in the way of Research is the main work of
designing a methodology. It is necessary not just to identify the problem for
Research but to determine the best method to solve that problem as well.
For instance, to understand: the person who is researching need not just to know
how to calculate mean etc. for a set of data, or how to find a solution of a
physical system, or how to find the roots of algebraic equations but also need
to know- (i) a suitable method for the decision problem.
(ii) the order of accuracy of the outcome of a way for the problem.

(iii) the efficiency of the way.

The role of Methodology in solving the problems in the way of Research are:

It helps in deciding the best method to resolve the difficulties for Research.

Research describes how efficient the method is in solving the problem

It aids to know the accuracy of the way decided to apply in Research for a suitable
outcome. The detailed study of Methodology of Research teaches to select the best
method, data or information, scientific ways and teaches the techniques to solve the
problem.

3.7 measurement & scaling technique

The main statistical tools used for the collection and analysis of data project are:

Chart

Table

Microsoft excel
3.8 QUESTIONNAIRE

CLIENT SATISFACTION

Dear respondents, I am currently working on project. It is based on your

satisfaction or what you perceive on working with the radiant x-ways logistic
pvt. Ltd. you are requested to provide an unbiased opinion to the following
questions.

1. Before filling this form please mention the following details.

• NAME:

• GENDER:

• DESIGNATION:

• ORGANIZATION:

2. Please select the number of years that your business has been working
with

RADIANT X-WAYS LOGISTIC PVT. LTD.

• under 1 year

• 1 to 3 years

• 3 to 5 years

• more than 5 years

3. Please select the services that RADIANT X-WAYS LOGISTIC PVT.

LTD. has supplied to your business from the following list:
• air freight

• sea freight
 • train freight

• surface

• warehousing

4. Do you business with an international logistic supplier other than

RADIANT XWAYS LOGISTIC PVT. LTD.?
If so please rate RADIANT X-WAYS LOGISTIC PVT. LTD. in comparison
to our competitors.
• Superior, RADIANT is my first choice

• Good, I consider RADIANT when choosing a supplier

• Fair, RADIANT is equal to their peers

• Poor, RADIANT is surpassed by their peers

5. Please rate the overall level of service provided in your most recent
experience with RADIANT X-WAYS LOGISTIC PVT. LTD.
• Superior

• Satisfactory

• Average

• Unsatisfactory

• poor

6. Please select the amount of time that it took for us to respond to your most
recent quote request.
• 1 hour or less

• 3 or more hours
• 1 day

• 2 or more days
7. Did our quote response time play a positive or a negative role in your
decision when awarding your business to a supplier?
• Positive

• Negative

• quote response time did not affect my decision

8. Please rate the client service representative you spoke with most recently.
Are you satisfied with the client service.
• strongly satisfied

• satisfied

• Neutral

• Unsatisfied

• strongly unsatisfied

9. Please rate the accuracy of our document processing and invoicing.

• Superior

• Very satisfactory

• About Average

• Very poor

10. Please rate the effectiveness of RADIANT communication in the

following fields.

• Excellent

• Good
• Fair

• Poor

11. Would you recommend RADIANT to your peers?

• Yes

• No

• Maybe
Chapter-4 Company Profile

4.1 Introduction to Organization

4.2 MISSION

4.3 Overview

4.4 SWOT Analysis.

 COMPANY PROFILE
4.1 Introduction to organization

Radiant X-Ways Logistic Private Limited was incorporated company act 1956
(No. 1 of 1956). In the year-2013 though just years-old company, it has earned
a name and a position in Express Distribution Services. Our sister concern
company M/s. Radiant Logistics Solution was incorporated act 1956 in working
last 10 years old in Delhi NCR area. We are in the business of cargo movements
on Door-to-Door basis through Surface, Train and Air and delivering goods at
approx 50 destinations in India. Understanding the organization has continually
evolved to meet the changing client needs and flourishing universal business.
We have our team of logistics professionals and many companies are availing
our services in logistics solutions. They are getting hassle free logistics services
enable them to concentrate on their competitors. We are also proving door-to-
door local deliveries to many companies dealing in the business of information
technology.
PROFILE

Radiant X-Ways Logistic Private Limited is a young organization and draws its
strength form its associated organization, which have a very wide and diverse
experience in transport management. Using the state-of-art technology and
experienced professionals, our organization with branches in Agra, Ahmadabad,
Bangalore, Bhopal, Bhubaneswar, Chandigarh, Chennai, Coimbatore, Goa,
Hyderabad, Indore, Jammu, Sri Nagar, Kochi,
Kolkata, Lucknow, Mumbai, Nagpur, Patna, Pune, Ranchi, Rudrapur, Tata,
Trivandrum, Tripur, Tirchi, Varanasi, Vyzec, Vijaywada and many & non
metros provides diversified and specialized services that are exclusively
designed to give our esteemed clients a competitive edge in the market by
providing the best services at the most cost effective prices. We provide you
 with flexible, value added logistics services that go far beyond just pick-up and
delivery.
We pick your valuable cargo from your doorstep and move it in safe and swift
manner so as to assure you, not just perfect and prompt delivery, but also a
tension free mind Radiant X-Ways Logistic Private Limited integrates cargo
transportation, safety, distribution, inventory control and logistics services in
such a way, so as to provide our clients with. The best breed of client solution
in the global market. At Radiant X-Ways Logistic Private Limited we
understand the need for express distribution and offer a complete chain of
service by all three modes surface (Express), Air and Train connection. We
have our specialization in Train, Air movement to provide smooth &
committed delivery.
RADIANT LOGISTICS provides warehousing and distribution network in all
major cities to help our clients in reducing fixed overhead. We give the single
window solutions to our esteemed clients while providing them warehousing
and distribution services. The primary purpose of our warehousing and
distribution facility is to ensure that the right amount of stock is in the inventory,
available at the appropriate time, in the correct condition; order picked on
schedule in the right quantity and delivered to the required location to satisfy
our client order. Our distribution system depends to a large extent on our
warehousing facility because of our efficient system in the warehousing. We are
able to handle the distribution in a very effective and client satisfactory way.
With the best of Knowledge, Man power, technology and a wide network are
able to reach every nook and corner of the world to deliver your goods safe on
time. Our Supply chain is a critical factor in reaching out to the client's need of
quick and efficient transportation system for goods movement. RADIANT
understand the value of time for businesses are increasingly demanding
distribution services which will allow them to take advantage of the growth in
domestic trade and commerce, providing faster supply chains solutions and
more efficient logistics. We expert in Export Movement from Delhi NCR to all
vessel dispatched port. We provide specially BONDED cargo from Delhi NCR
to Mumbai port. From end-to-end integrated logistics services which include
warehouse management, third party logistics, distribution management,
inventory management, critical inventory logistics,
transportation, network design and consultancy we deliver what’s most
important to you – peace of mind.
RADIANT LOGISTICS operates through a network of all over India basis
across. We optimize our client's overall supply chain by providing integrating
multiple logistics functions starting from material and product collection,
warehousing, value added services, distribution, cross docking.

A-VISION

Our vision states that we want to be the most trustworthy logistics provider for
the people. We want people to make us their first choice for their shipping
needs. To achieve our vision we have developed a series of values. We will
make sure we optimize these values most professionally.

B- MISSION

To focus on Customer Loyalty and make it a goal of our organization. - To

encourage our people for adoption of new technologies, processes and systems
for improved, reliable and speedy service. - To relentlessly monitor to reach a
minimum net service level of 98% delivery.

C-QUALITY POLICY

Satisfied internal customers, external customers and Business Associates -

Continual Improvements in products, processes, services and quality
management systems. - Satisfied, motivated and committed employees.

Guiding Principles

• They treat each other fairly and with respect and dignity
 They encourage freedom in communication of thoughts and ideas in all our
interactions

• They value integrity and we will be uncompromising in upholding it at all times

• They ensure that our PSP (People Service Profit) philosophy serves as a driving
force behind the success of our organization
• They encourage and inculcate in all a winning attitude.
• They encourage learning, self-development and building effective leadership

• They provide a work place where each and every employee is nurtured and who,
in turn, will nurture the organization, thereby creating wealth for stakeholders
• They expect our people to be accountable for all their actions related to the
company
• They drive the First Time Right concept to achieve 100% Quality and Customer
satisfaction
• They encourage passion and enthusiasm for Work, Service Quality and Customer
Care

• They project a positive, caring and professional image of us and our services at
all times.

SERVICES

Administration, assignment-call-centre

Conception

Consulting

Disposal logistics, Disposition

Information logistics

IT-solution
Maintenance Logistic

Outbound logistics

Procurement logistics

Production Logistics, Production-related services

Project planning , sales Organization

Spare Parts Logistics

Supply Chain Logistics, Supply Chain Management

Tracking & Tracing

Transport Logistics
Warehouse Logistics, Warehouse management

4.2 MISSION

Mission

To focus on Customer Loyalty and make it a goal of our organization. - To

encourage our people for adoption of new technologies, processes and systems
for improved, reliable and speedy service. - To relentlessly monitor to reach a
minimum net service level of 98% delivery.

4.3 Overview

RADIANT X-WAYS PVT LTD, is a third-party logistics and courier provider,

providing customized courier services to its clients, giving high importance to
the time factor. The company focuses primarily on satisfying at least 98% of its
 consignment deliveries to be successful in a fiscal year, and thus, this remains
as their primary goal, indirectly indicating a high customer satisfactory level.

The company satisfies a majority of its customers/clients with its renowned,

premium products such as RADIANT X-WAYS PVT LTD Liquid Courier
Service and RADIANT XWAYS PVT LTD International Service. It also focuses
on normal-income clients with products such as RADIANT X-WAYS PVT LTD
Lite.

4.4 SWOT analysis of radiant x-ways logistics

SWOT analysis is a widely used tool for understanding internal strengths and
weaknesses as well as external threats and opportunities of an industry
[Link].
The SWOT analysis of radiant x-ways logistics given below:

STRENGTH

Having experienced an dynamic management officials to conduct the supply

chain effectively.
Sufficient packaging material within the factory.

Following proper supply chain management.

Radiant has strong reliability to the clients.

Getting support from local and world wide clients.

WEAKNESSES

Delay Incase of delivering in rainy season.

Lack of foreign customers.

Difficulties to cope with up gradable new technology.

Lack of skilled employee.

Lack of work force.

No insurance policy are their

OPPORTUNITIES

To cover the large market scale with their excellent service.

Free delivery and pick up service.

Fast growing service industry.

Great possibility to increase infrastructural development.

THREATS

Increased competition with local Courrier companies .

Political unrestisanotable threat to the smooth function of advance Textiles Ltd.

Rising price of raw material.

Increase in labour costs.

To pay more than two times the amount of electricity bills compared to the same
nature. Increasing fuel rates of courier partner there fore increasing
transportation costs will lead to increase the courier cost.
Chapter -5 Data analysis & interpretation
 DATA ANAYSIS & INTERPRETATION

Definition of Data Collection

Data collection is defined as the procedure of collecting, measuring and

analysing accurate insights for research using standard validated techniques. A
researcher can evaluate their hypothesis on the basis of collected data. In most
cases, data collection is the primary and most important step for research,
irrespective of the field of research. The approach of data collection is different
for different fields of study, depending on the required information. The most
critical objective of data collection is ensuring that information-rich and reliable
data is collected for statistical analysis so that data-driven decisions can be made
for research.
Data collection is the process of gathering and measuring information on
variables of interest, in an established systematic fashion that enables one to
answer stated research questions, test hypotheses, and evaluate outcomes. The
data collection component of research is common to all fields of study including
physical and social sciences, humanities, business, etc. While methods vary by
discipline, the emphasis on ensuring accurate and honest collection remains the
same.
The main purpose of data collection is to gather information in a measured and
systematic manner to ensure accuracy and facilitate data analysis. Since the data
collected is meant to provide content for data analysis, the information gathered
must be of the highest quality for it to be of value. Regardless of the data
collection methods selected, it is essential to maintain the data's neutrality,
credibility, quality, and authenticity. The subsequent data analysis will only
provide real insights and practical guidance if the data is genuine and free from
errors, discrepancies, or loopholes.
Without proper processes in place to maintain data integrity during the data
collection process, a number of negative outcomes result, including:
 Data cannot be validated.
 Decisions based on data can be compromised.
 Further research can be skewed.
 Objectives are not achieved.
 Questions are not properly answered.
 Valuable resources are wasted.
Please select the number of years that your business has been working with
RADIANT X-WAYS PVT. LTD.

NO. OF YEARS NO. OF RESPONDENTS

Less than 1 year 3

! to 3 years 14

3 to 5 years 14
More than 5 years 9

TOTAL 40

INTERPRETATION- Data indicate that there are 35% of clients has been
working from 3 to 5 years and 35% clients are also been working from 1 to 3
years and 22.5% of clients are working from more than 5 years and 7.5% are
working from less than 1 year with the organization.
Please select the services that RADIANT X-WAYS LOGISTIC PVT. LTD.
has supplied to your business

SERVICES NO. OF RESPONDENTS

Air freight 9

Sea freight 10

Train freight 17
Surface 23

TOTAL 40

INTERPRETATION- Data indicates that there are 23 out of 40 clients are

using surface service, 17 out 40 clients are using train freight, 10 out of 40
clients are using sea freight, 9 out of 40 clients are using air freight altogether
there are clients who are using more than one service at a time.
Do you business with an international logistic supplier other than
RADIANT X-WAYS LOGISTIC PVT. LTD.?
If so please rate RADIANT X-WAYS LOGISTIC PVT. LTD. in
comparison to our competitors.

RATINGS NO. OF RESPONDENTS

Superior 5

Good 29

Fair 6
Poor 0

TOTAL 40

INTERPRETATION- Data indicates that there are 26 clients who consider

working with radiant logistics good in comparison to other business
organization ,6 clients who consider working with radiant logistic fair in
comparison to other business organization, 5 clients who consider working
with radiant logistic superior in comparison to other business organization.
Please rate the overall level of service provided in your most recent experience
with
RADIANT X-WAYS LOGISTIC PVT. LTD.

RATINGS NO. OF RESPONDENTS

Superior 6

Good 21

Fair 13
Poor 0

TOTAL 40

INTERPRETATION- Data indicates that there are 6 out of 40 clients who

consider that the service provided by the radiant logistic is superior, 21 out of
40 clients who consider that the service provided by the radiant logistic is good,
13 out of 40 clients who consider that the service provided by the radiant
logistic is fair.
Please select the amount of time that it took for us to respond to your most
recent quote request.
AMOUNT OF TIME NO. OF RESPONDENTS
1 hour or less 19

3 or more hours 21

1 day 0
2 or more days 0

TOTAL 40

INTERPRETATION- Data indicates that 47.55% of the clients says that the
time taken by the radiant logistic to respond to their most recent quotes is 1
hour or less, and 52,5% of the clients says that the time taken by the radiant
logistic to respond to their most recent quotes is 3 hours or less.
Did our quote response time play a positive or a negative role in your decision
when awarding your business to a supplier?

VIEWS NO. OF RESPONDENTS

Positive 32

Negate 3

Quote response time did not 5

affect any decision

Total 40

INTERPRETATIONS-Data indicates that 80% of the clients says that the quote
response time plays a positive role in their decision when they are awarding
the business to a supplier, and 7.5 % of the clients says that the quote time
plays a negative role, and 12.5% of the clients says that quote time does not
play any role in awarding the to the supplier.
Please rate the client service representative you spoke with most recently.
Are you satisfied with the client service.

RATINGS NO. OF RESPONDENTS

Strongly satisfied 6

Satisfied 17

Neutral 17
Unsatisfied 0

Strongly unsatisfied 0

TOTAL 40

INTERPRETATION-Data indicates that 15% of the clients are strongly

satisfied with the service representative , and 42.5% of the clients are
satisfied with the service representative they spoke with most recently, and
42.5% of the clients are also saying that they are very much neutral with the
service representative they spoke with recently.
Please rate the accuracy of our document processing and invoicing.

RATINGS NO. OF RESPONDENTS

Superior 2

Very satisfactory 36

Above average 2
Very poor 0

TOTAL 40

INTERPRETATION- Data indicates that 5% of the clients are considering the

accuracy of the document processing and invoicing superior, and 90% of the
clients are considering the accuracy of the document processing and invoicing
very satisfactory, and 5% of the clients are saying that the accuracy of the
documents processing is above average.
Please rate the effectiveness of RADIANT communication in the following
fields

RATINGS NO. OF RESPONDENTS

Excellent 7

Good 27

Fair 6
Poor 0

TOTAL 40

INTERPRETATION-Data indicates that 17.5% of the clients says that the

effectiveness of RADIANT communication the following fields is excellent,
and 67.5% of clients says that the RADIANT communication is good in the
following fields, and 15% of the clients are mentioning that the communication
is fair.
Would you recommend RADIANT to your peers

RECOMMENDATION NO. OF RESPONDENTS

Yes 23

No 4

Maybe 13
TOTAL 40

INTERPRETATION-Data indicates that 57.5% clients are going to

recommend RADIANT to their peers, and 10% 0f the clients are not going to
recommend RADIANT to their peer, and 32.5% of the clients are neutral .
Chapter- 6 Findings & conclusions
 FINDINGS

Maximum number of clients associated with RADIANT X-WAYS LOGISTIC PVT.

LTD. from 1 to 5 years.

Large number of clients using surface transportation service from RADIANT

XWAYS LOGISTICS PVT. LTD.
Majority number of clients consider that working with RADIANT X-WAYS
LOGISTIC PVT. LTD. is way better in comparison with any other logistic business.
52.5% of the clients consider that the services provided by the RADIANT
X-WAYS LOGISTIC PVT. LTD. are good enough to satisfy their business
requirements.. Maximum number of clients are satisfied by the time taken
by the RADIANT X-WAYS LOGISTIC PVT. LTD. to respond to their
enquiries in very less.
80% of the clients agree that the quote response time does play a positive role in
awarding the business to the supplier.
Maximum number of clients are satisfied with client care executives of the
organization. 90% of the clients are very much satisfied with the accuracy of
our document processing and invoicing of the organization.
Large number of clients agree that the communication of the organization in
different fields is very much effective.
Maximum number of clients are likely to recommend the RADIANT X-WAYS
LOGISTIC PVT. LTD. to their peers.
 CONCLUSION

The study entitled “client satisfaction”, aims to find out how much the clients
are satisfied with the services provided by the RADIANT X-WAYS LOGISTIC
PVT. LTD.
The conclusion is very much in a positive way because the majority of clients
are satisfied with radiant x-ways logistic though organization has also received
some neutral and negative responses.
However, the project still has a few limitations which are discussed in the
following section.
Chapter-7 Limitations & Recommendations
 LIMITATIONS
The sample size is 40, so the respondent’s opinion may not reflect the exact
scenario. Clients were very busy in their work so they gave the answers very
randomly without reading the questionnaire properly.
Certain clients was biased in answering the questions.

RECOMMENDATIONS
After findings, limitations, conclusion the recommendations are.

Increase more awareness of radiant x ways logistic in corporate sector through

advertisements like hoardings etc.
The responses for service for client executive was neutral so the company
should look to improve this aspect to get the positive responses from client
after talking to executive. The company can give some discounts to their
oldest clients to keep them with their business for longer future.
Chapter-8 Bibliography
 BIBLIOGRAPHY

JOURNALS REFERRED

Karolina Ilieska, (2013). client Satisfaction Index – as a Base for Strategic

Marketing
Management, TEM Journal, 2(4), 327-331
Haifa Alghwery And Christian Bach ISSN 2351-8014 Vol. 3 No. 2 Jun. 2014,
pp. 193-198 Anwar Alanazi And christan Bach Department of Technology
Management, University of Bridgeport, Bridgeport, CT, USA.
Parker, C., and Mathews, B.P., (2001)- “Client satisfaction: contrasting
academic and consumer”, Marketing Intelligence and Planning, 19/1, pp. 38-44.

BOOKS REFERRED

NcNeale, R.M. (1994)- Making client satisfaction happens. Chapman and hail,
London. Naumann, E. (1995), Client satisfaction Measurement and
Management: using the voice of the client, Thomson Executive press,
Cincinnati, OH.
Oliver, R.L. (1997) – Satisfaction: A behavioural perspective on the consumer,
Irwin/McGraw-hill, NY.
Varva, T.G. (1997)- Improving Your Measurement of client satisfaction: A guide
to creating, conducting, and reporting clients satisfaction measurement.
Chapter-9 Appendix
 QUESTIONNAIRE

CLIENT SATISFACTION

Dear respondents, I am currently working on project. It is based on your

satisfaction or what you perceive on working with the radiant x-ways logistic
pvt. Ltd. you are requested to provide an unbiased opinion to the following
questions.

1. Before filling this form please mention the following details.

• NAME:

• GENDER:

• DESIGNATION:

• ORGANIZATION:

2. Please select the number of years that your business has been working
with

RADIANT X-WAYS LOGISTIC PVT. LTD.

• under 1 year

• 1 to 3 years

• 3 to 5 years

• more than 5 years

3. Please select the services that RADIANT X-WAYS LOGISTIC PVT.

LTD. has supplied to your business from the following list:
• air freight

• sea freight
 • train freight

• surface

• warehousing

4. Do you business with an international logistic supplier other than

RADIANT XWAYS LOGISTIC PVT. LTD.?
If so please rate RADIANT X-WAYS LOGISTIC PVT. LTD. in comparison
to our competitors.
• Superior, RADIANT is my first choice

• Good, I consider RADIANT when choosing a supplier

• Fair, RADIANT is equal to their peers

• Poor, RADIANT is surpassed by their peers

5. Please rate the overall level of service provided in your most recent
experience with RADIANT X-WAYS LOGISTIC PVT. LTD.
• Superior

• Satisfactory

• Average

• Unsatisfactory

• poor

6. Please select the amount of time that it took for us to respond to your most
recent quote request.
• 1 hour or less

• 3 or more hours

• 1 day
• 2 or more days
7. Did our quote response time play a positive or a negative role in your
decision when awarding your business to a supplier?
• Positive

• Negative

• quote response time did not affect my decision

8. Please rate the client service representative you spoke with most recently.
Are you satisfied with the client service.
• strongly satisfied

• satisfied

• Neutral

• Unsatisfied

• strongly unsatisfied

9. Please rate the accuracy of our document processing and invoicing.

• Superior

• Very satisfactory

• About Average

• Very poor

10. Please rate the effectiveness of RADIANT communication in the

following fields.

• Excellent

• Good

• Fair
• Poor

11. Would you recommend RADIANT to your peers?

• Yes

• No

• Maybe