CUSTOMER FAMILY
Pradeep G
Reg no. 39740169
objectives
The main objective of the study is to make a customer to find
and buy the product without the help of sales man
The customer should see, touch, feel, try and buy the product
Client happiness, which is a sign of customer satisfaction, is and
has always been the most essential thing for any organization.
Customer satisfaction is defined by one author as “the
consumer’s response to the evaluation of the perceived
discrepancy between prior expectations and the actual
performance of the product or service as perceived after its
consumption” hence considering satisfaction as an overall post-
purchase evaluation by the consumer (Fornell, 1992, p. 11).
Purpose of study
The purpose of this study is to measure the current
satisfaction level of the customer as well as better understand
the customer’s needs from company’s point of view for
improving the service level.
It will also analyze the reason and factors that influences
customers’ satisfaction level and assist to find out the
problems with the service of the case company.
The analysis combined with empirical study in order to solve
practical problems and find logical solution as well as give
insight that might help the company to improve satisfaction
level of customer and service level of the company.
Research instruments to be used
This study has included sample selection, data
collection, type and contents of questionnaire,
processing of data and finally interpretation of data
DATA ANALYSIS AND INTERPRETATION
AGE NO. OF RESPONDENT PERCENTAGE
16-20 17 22.6%
21-30 34 45.3%
ABOVE 30 24 32%
INTERPRETATION
From the above table, it is interpreted that
22.6% of respondents are of age group 16-
20, 45.3% of them belong to age group 21-
30, 32% belong to the age Group above 30
GENDER
GENDER NO. OF RESPONDENT PERCENTAGE
MALE 42 56%
FEMALE 33 44%
OTHER 0
INTERPRETATION
From the above table, it is interpreted that
56% of respondents are of Male, 44% of
respondents are of Female.
OCCUPATION
OCCUPATION NO. OF PERCENTAGE
RESPONDENT
STUDENT 21 28%
EMPLOYEE 29 38.6%
BUSINESS MAN 13 17.3%
OTHER 2 2.6%
INTERPRETATION
From the above table, it can be interpreted
that out of the option given 21% of
respondents are students, 38.6% of
respondents are employes, 13% of
respondents are business persons, 2.6% of
the respondents are doing other.
How many sports were you able to discover?
Chart Title
73 74 72
61 59
50 48 48
35
27 Series1
19 16 17
12
s f s s a l l l
n es ling king hing ing gol nni ort ning xing og tbal bal tbal
t c
fi cy rek fis imm p
te t s un bo y y
t e r ske lle foo
ba v o
sw ck
ra
INTERPRETATION
From the above chart 73 persons could identify the sport fitness, 74 persons could identify
cycling, 72 persons could identify the sport trekking and these are the top 3 sport identified by
the users of decathlon. 19 persons could identify the sport fishing, 12 persons could identify the
sport golf, 16 persons could identify the sport boxing and these are the least identified sport by
the users of decathlon.
Were you able to move freely inside the store & different
aisles?
7%
24% yes
could be better
no
69%
INTERPRETATION
From the above pie chart we could derive that 69% of the users could able to move freely
inside the store and inbetween different aisles, 24% of the users suggest that the spacing
could be better inside the store to move freely inside the store and in between different
aisles and 7%of the user says that they couldn’t move freely inside the store and in between
different aisles
WITH WHOM DID YOU VISIT THE store?
11%
25%
64%
FAMILY FRIENDS SINGLE
INTERPRETATION
From the above pie chart 64% of the user come to store with their family
and 25% of the users shop the products with their friends and only 11%
of the users purchase the product by themselves
Is your Shopping Experience a destination purchase or a walk by
purchase?
WALKBY
PURCHASE
37% DESTINA-
TION
PUR-
CHASE
63%
Interpretation
From the above pie diagram 63% of the users i.e 47 people out of 75
come to store for the destination purchase where as 37% of the user i.e
28 people out of 75 come to store as a walk by purchase
Suggesstions
The aisle should be clean and tidy
Minimum of 5 to 7 baskets should be available in every side of the aisle
The sport banner should reflect what is n the aisle
The offer on the wall displayed in the aisle should be large and appealing
Customers should find their product easily because it is in right place and
displayed correctly
No empty grid should be seen
Customers can see, touch, feel and buy 100%of the products followed by the
store
There should be a fitting/testing solution suited to the type of product
Can display sales+1 products
A communication board for every products which describe the usage of the
product should be available for almost every products