Pureit Customer Satisfaction

PureIt Cust.
Satisfaction
Introducti
on
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PureIt Cust. Satisfaction
Introduction
Approximately 80% of diseases in India are caused by water borne micro organisms. This is
true in rural as well as urban India. However, awareness of health risks linked to unsafe water
is still very low among the rural population. The few who treat water resort to boiling or use
domestic candle filters. In comparison, the urban Indian is definitely more health conscious
and understands the necessity of purifying water before it is fit for consumption. Even so, it is
estimated that roughly 7% of urban Indians use non manual water purifiers. More Indians
need to become aware of the importance of installing drinking water purifiers. There remains
a huge untapped market.
Though quite a few city dwellers still boil water, many are switching over to modern
domestic water purifiers. Electrical or chemical based home water purification systems are
most suitable for urban households because they require little or no manual operation and
depending on the technology can eliminate biological contaminants, chemical toxins and
excessive salts. The main contaminants are, however, micro organisms. UV purifiers and
advanced chemical based systems deal effectively with viruses, giardia and bacteria. This is
one of the reasons why UV and resin based purifiers are the most widely used water purifiers
in India today.
It is estimated that around 80% of urban dwellers do not purify tap water. Many of them are
from the lower income strata and cannot afford UV or reverse osmosis water purification
systems. They are the potential buyers of economical but effective chemical purifiers. This is
the market that Eureka Forbes and Hindustan Unilever are tapping aggressively. Chemical
based purifiers, Aquasure and Pureit, together account for 20% of water purifiers sold. Both
are becoming increasingly popular because they are effective and affordable. The two brands
are reported to be growing at 100 percent per annum. Also, they do not run on electricity and
are ideal for locations where power supply is unpredictable. Neither do they demand
continuous water supply. Power and water are still scarce even in urban India.
That the Indian market has tremendous potential is evident from the fact that global majors
such as Philips and Hindustan Lever have stepped in and are looking to increase their share of
the market. The three principal players today are Eureka Forbes, Hindustan Lever and
Philips. In the years to come, we are likely to see others entering the fray.
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Industry
Profile
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Industry Profile
In the last decade and more, the country has undergone many changes and one of the
important ones is that people have become health conscious. People realized that around 80
per cent of diseases in India are caused by water-borne micro-organisms. With bottled
mineral water brands gaining prominence, consumers realized that they would prefer safe
water at home, too.
Safe drinking water, thus, becomes a priority and this is a cue for the Rs 600-crore
domestic water purification industry to step up its operations. Not surprisingly, various
companies involved in water purification and water treatment are aggressively marketing
their products. But, in spite of the tremendous potential for expansion and growth, the water
purification industry has not had an easy time, partly because a water purifier is still not
considered a consumer durable and partly because of issues of pricing, low margins and
technology. Many were still boiling water or using domestic candle filters. But while the
former was a tedious process the latter wasn't 100 per cent effective. Water purifier makers
spotted this potential and launched their brands at various price points.
About a decade ago, the Indian market had just a couple of players in the water
purifier market like Eureka Forbes and Zero-B. Many other brands have entered and
expanded the market since then. And the consumer was only too willing to try this offering.
It is estimated that only 9-10 per cent of urban Indians use water purifiers. Therefore,
there still remains a large untapped market. While there is no independent data on the size of
this growing category, estimates indicate that the size of the water purification industry is
about Rs 1,000-1,500 crore. The differentiating factor among various brands is the kind of
technology being used. Up to now, the ultra violet or the UV technology, used by companies
like Eureka Forbes, Sintex Industries and a several other smaller players, has been the
dominant technology. However, ultra filtration membrane technology and reverse osmosis are
now being used increasingly.
Water purifiers are one of the most used kitchen utilities available in India. Water
purification and Backpacking is an industry in itself in India. Portable versions of water
purifiers are available for camping and hiking.
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WATER PURIFIER COMPANIES IN INDIA
Eureka Forbes Philips

Hindustan Unilever Limited Kent
Usha Brita Germany
Kenstar Maharaja Whiteline
Orpat Zero B
In the market for water purifiers, while Aquaguard from Eureka Forbes remains the
market leader, several others have made it to the market place. Usha Shriram with its
established Brita water purifier launched India's first digital water purifier, the Water guard
Digital in collaboration with Brita GmbH of Germany.
Another company, Proctor & Gamble (P&G) has also been planning to launch its
international brand Pur, a water purification product. The product has been developed in close
consultation with CDC (Centre for Disease Control and Prevention) and USAID. The product
was expected to be highly useful for developing countries such as India.
Hindustan Unilever India (HUL, erstwhile HLL) also forayed into the water purifier
business, with its water purifier device called Pure. It can be attached to the kitchen tap to
purify potable water at minimum cost. Unilever India took the purifiers to small metros,
towns and cities so that it does not remain an urban phenomenon. Water purifiers (residential
segment) are growing at 22-25% annually. It is nearly Rs 15 bn industry, with Aquaguard
cornering more than 50% of the market. The rest is divided among Kent RO, Pehltair, Ion
Exchange and others.
The French water giant Vivendi Water's arm, US Filter Corporation, has acquired a
controlling stake in Johnson Filtration System India. The latter is engaged in the business of
filtering and purifying machinery for industrial units. US Filter itself was acquired by the
global water giant, Vivendi.
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Company
Profile
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Company Profile
Hindustan Lever Ltd (HLL) is India's largest Fast Moving Consumer Goods (FMCG)
Company.
HLL's brands like Lifebuoy, Lux, Surf Excel, Rin, Wheel, Fair & Lovely, Pond's, Sunsilk,
Clinic, Pepsodent, Close-up, Lakme, Brooke Bond, Kissan, Knorr-Annapurna, Kwality Wall's
are household names across the country and span a host of categories, such as soaps,
detergents, personal products, tea, coffee, branded staples, ice cream and culinary products.
These products are manufactured over 40 factories across India and the associated operations
involve over 2,000 suppliers and associates.
Hindustan Lever Limited's distribution network comprises about 4,000 redistribution

stockists, covering 6.3 million retail outlets reaching the entire urban population, and about
250 million rural consumers. HLL is also one of India's largest exporters. It has been
recognized as a Golden Super Star Trading House by the Government of India. Presently,
HLL has over 16,000 employees including over 1,200 managers. Its mission is to "add
vitality to life." The Anglo-Dutch company Unilever owns a majority stake in Hindustan
Lever Limited.
History:
In the summer of 1888, visitors to the Kolkata harbour noticed crates full of Sunlight soap
bars, embossed with the words "Made in England by Lever Brothers". With it began an era of
marketing branded Fast Moving Consumer Goods (FMCG); soon after Lifebuoy in 1895 and
other famous brands like Pears, Lux and Vim. Vanaspati was launched in 1918 and the
famous Dalda brand came to the market in 1937.
In 1931, Unilever set up its first Indian subsidiary, Hindustan Vanaspati Manufacturing
Company, followed by Lever Brothers India Limited (1933) and United Traders Limited
(1935). These three companies merged to form HUL in November 1956; HUL offered 10%
of its equity to the Indian public, being the first among the foreign subsidiaries to do so.
Unilever now holds 52.10% equity in the company. The rest of the shareholding is distributed
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among about 360,675 individual shareholders and financial institutions. The erstwhile Brooke
Bond's presence in India dates back to 1900. By 1903, the company had launched Red Label
tea in the country. In 1912, Brooke Bond & Co. India Limited was formed. Brooke Bond
joined the Unilever fold in 1984 through an international acquisition. The erstwhile Lipton's
links with India were forged in 1898. Unilever acquired Lipton in 1972, and in 1977 Lipton
Tea (India) Limited was incorporated.
Pond's (India) Limited had been present in India since 1947. It joined the Unilever fold
through an international acquisition of Chesebrough Pond's USA in 1986. Since the very
early years, HUL has vigorously responded to the stimulus of economic growth. The growth
process has been accompanied by judicious diversification, always in line with Indian
opinions and aspirations.
The liberalisation of the Indian economy, started in 1991, clearly marked an inflexion in
HUL's and the Group's growth curve. Removal of the regulatory framework allowed the
company to explore every single product and opportunity segment, without any constraints
on production capacity. Simultaneously, deregulation permitted alliances, acquisitions and
mergers. In one of the most visible and talked about events of India's corporate history, the
erstwhile Tata Oil Mills Company (TOMCO) merged with HUL, effective from April 1,
1993. In 1996, HUL and yet another Tata company, Lakme Limited, formed a 50:50 joint
venture, Lakme Unilever Limited, to market Lakme's market-leading cosmetics and other
appropriate products of both the companies. Subsequently in 1998, Lakme Limited sold its
brands to HUL and divested its 50% stake in the joint venture to the company.
HUL formed a 50:50 joint venture with the US-based Kimberly Clark Corporation in 1994,
Kimberly-Clark Lever Ltd, which markets Huggies Diapers and Kotex Sanitary Pads. HUL
has also set up a subsidiary in Nepal, Unilever Nepal Limited (UNL), and its factory
represents the largest manufacturing investment in the Himalayan kingdom. The UNL factory
manufactures HUL's products like Soaps, Detergents and Personal Products both for the
domestic market and exports to India.
The 1990s also witnessed a string of crucial mergers, acquisitions and alliances on the Foods
and Beverages front. In 1992, the erstwhile Brooke Bond acquired Kothari General Foods,
with significant interests in Instant Coffee. In 1993, it acquired the Kissan business from the
UB Group and the Dollops Ice-cream business from Cadbury India. As a measure of
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backward integration, Tea Estates and Doom Dooma, two plantation companies of Unilever,
were merged with Brooke Bond. Then in 1994, Brooke Bond India and Lipton India merged
to form Brooke Bond Lipton India Limited (BBLIL), enabling greater focus and ensuring
synergy in the traditional Beverages business. 1994 witnessed BBLIL launching the Wall's
range of Frozen Desserts. By the end of the year, the company entered into a strategic
alliance with the Kwality Ice-cream Group families and in 1995 the Milk food 100% Ice-
cream marketing and distribution rights too were acquired.
In January 2000, in a historic step, the government decided to award 74 per cent equity in
Modern Foods to HUL, thereby beginning the divestment of government equity in public
sector undertakings (PSU) to private sector partners. HUL's entry into Bread is a strategic
extension of the company's wheat business. In 2002, HUL acquired the government's
remaining stake in Modern Foods. In 2003, HUL acquired the Cooked Shrimp and
Pasteurized Crabmeat business of the Amalgam Group of Companies, a leader in value added
Marine Products exports.
HUL launched a slew of new business initiatives in the early part of 2000s. Project Shakti
was started in 2001. It is a rural initiative that targets small villages populated by less than
5000 individuals. It is a unique win-win initiative that catalyses rural affluence even as it
benefits business. Currently, there are over 45,000 Shakti entrepreneurs covering over
100,000 villages across 15 states and reaching to over 3 million homes. In 2002, HUL made
its foray into Ayurvedic health & beauty centre category with the Ayush product range and
Ayush Therapy Centers. Hindustan Unilever Network, Direct to home business was launched
in 2003 and this was followed by the launch of Pureit water purifier in 2004. In 2007, the
Company name was formally changed to Hindustan Unilever Limited after receiving the
approval of share holders during the 74th AGM on 18 May 2007. Brooke Bond and Surf
Excel breached the Rs 1,000 crore sales mark the same year followed by Wheel which
crossed the Rs.2, 000 crore sales milestone in 2008. On 17th October 2008, HUL completed
75 years of corporate existence in India.
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Company Vision:
The four pillars of our vision set out the long term direction for the company where we
want to go and how we are going to get there:
We work to create a better future every day
We help people feel good, look good and get more out of life with brands and services
that are good for them and good for others.
We will inspire people to take small everyday actions that can add up to a big
difference for the world.
We will develop new ways of doing business with the aim of doubling the size of our
company while reducing our environmental impact.
We've always believed in the power of our brands to improve the quality of peoples
lives and in doing the right thing.
Our Purpose
At the heart of the corporate purpose, which guides us in our approach to doing
business, is the drive to serve consumers in a unique and effective way. This purpose has been
communicated to all employees worldwide.
Our Principles
Our code of business principles describes the operational standards that everyone at
Unilever follows, wherever they are in the world. It also supports our approach to governance
and corporate responsibility.
Corporate Governance
We have always aspired to high standards of corporate governance. The Board of

Directors of the Company represents an optimum mix of professionalism, knowledge and
experience.
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Product
Profile
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Product Profile
Introduction to Product Pure it
Pure It. Compact, Classic, Auto fill. Pure It Marvella .
Pureit is the worlds most advanced in-home water purifier. Pureit, a breakthrough
offering of Hindustan Unilever (HUL), provides complete protection from all water-borne
diseases, unmatched convenience and affordability. Pureit made its test marketing debut in
2005. The brand was initially launched in Chennai. During the test marketing, the result was
pretty encouraging and the brand was launched nationally in 2007.
Pureits unique Germkill Battery technology kills all harmful viruses and bacteria and
removes parasites and pesticide impurities, giving you water that is "as safe as boiled
water". It assures your family 100% protection from all water-borne diseases like jaundice,
diarrhea, typhoid and cholera. Whats more, it doesnt need gas, electricity or continuous tap
water supply.
The domestic water purifier appliances market is estimated to be Rs 450 crore (HBL
may 03/07) and is dominated by Aquaguard from Eureka Forbes. As discussed elsewhere in
the blog, this category was not growing very fast because of the high cost of the product. The
entry level water purifier was costing anywhere between (Rs 5000- Rs10,000).
The output water from Pureit meets stringent criteria for microbiologically safe
drinking water, from one of the toughest regulatory agencies in the USA, EPA
(Environmental Protection Agency).
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This patented technological breakthrough has been developed by HUL. This state-of
the-art engineering developed by a team of over 100 Indian and international experts from
HUL and Unilever Research Centres has made Pureit possible at the consumer price of just
Rs. 1200.
Pureit runs with a unique Germkill Battery Kit that typically lasts for 1500 litres* of
water. The Germkill Battery Kit is priced at Rs.365. This means consumers will get 4 litres
of water that is as safe as boiled water for just one rupee, which works out to an extremely
affordable 24 paise per litre.
Pureit in-home purification system uses a 4 stage purification process to deliver as

safe as boiled water without the use of electricity and pressurized tap water. Pureit purifies
the input drinking water in four stages, namely;
1. Micro- fiber Mesh TM - Removes visible dirt

2.Compact Carbon Trap TM - removes remaining dirt, harmful parasites & pesticide
impurities
3. Germkill Processor TM uses 'programmed chlorine release chlorine technology' and its
stored germkill process targets and kills harmful virus and bacteria
4. Polisher TM removes residual chlorine and all disinfectant by-products, giving clear
odourless and great tasting water
5. Battery Life Indicator - Ensures total safety because when the germkill power exhausted,
the indicator turns red, warning you to replace the battery.
6. Advanced Auto-Switch off - In case, the battery is not changed when it turns fully red, as
an additional assurance of safety, the advanced Auto-Switch off automatically switch-off the
flow of water.
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Germkill Kit
The Germkill Kit embodies the purification process of the Pureit system. It removes
harmful viruses and bacteria and removes parasites and
pesticide impurities.
Compact Carbon Trap Germkill Processor Polisher

Removes dirt, Uses Programmed chlorine release Removes residual
harmful parasites technology and its stored Germkill chlorine, giving clear
and pesticide power targets and removes harmful odourless and great
impurities. viruses and bacteria. tasting water.
The Germ kill Processor has a unique Germ kill Life Indicator which indicates to you the
status of the Germ kill power of the battery. It tells you when the Germ kill action is working
i.e. you get safe water; and when the Germ kill power has been exhausted, indicating that you
need to replace the battery.
The Germkill Processor typically lasts till 1500 liters of water is purified. You need to replace
the battery when the Germkill Germkill Life Indicator turns fully red.
Advanced Auto Switch-off: An additional assurance of safety
Always change battery when Germkill Life Indicator turns fully red. Or else, as an additional
assurance of safety, Pureit's advanced auto switch-off mechanism senses that the purifier has
stopped purifying water and automatically switches off the supply of Pureit water, causing
purifier to overflow from the front. This ensures no member of your family accidently
consumes water that may no longer be safe for drinking.
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Feature Comparison
Compared with other available water purification methods, Pureit is by far the best option, in
terms of safety, convenience and affordability.
Key features Pureit Boiling Leading Candle
process UV inline filter
purifier
Removes harmful Virusesa Need to

Removes harmful Bacteriaa boil for
30-40 min
Removes harmful Parasites
(causes amoebiasis, diarrhoea,
etc)a
End-of-life indicator
Advanced Auto Switch-off
Great taste
Improves clarity
Removes odour
Doesn't need expensive gas

Doesn't need electricity
Doesn't need continuous tap
water
Doesnt need plumbing
Doesn't need an expensive
maintenance contract
Low initial cost

Low on-going cost
The above table shows that Pureits initial price of Rs. 2000 b and the ongoing price of only
Re. 1 for 4 litres of water is the most competitive offer in the market. This is because Pureit
doesnt need expensive gas, doesnt need electricity, doesnt need maintenance and saves on
medical bills.
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Literature
Review
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Theoritical Background of Customer satisfaction

Organizations are increasingly interested in retaining existing customers while
targeting non-customers; measuring customer satisfaction provides an indication of how
successful the organization is at providing products and/or services to the marketplace.
Customer satisfaction is an ambiguous and abstract concept and the actual
manifestation of the state of satisfaction will vary from person to person and product/service
to product/service. The state of satisfaction depends on a number of both psychological and
physical variables which correlate with satisfaction behaviors such as return and recommend
rate. The level of satisfaction can also vary depending on other options the customer may
have and other products against which the customer can compare the organization's products.
Satisfaction is basically a psychological state, care should be taken in the effort of
quantitative measurement, although a large quantity of research in this area has recently been
developed. Work done by Berry, Brodeur between 1990 and 1998 defined ten 'Quality Values'
which influence satisfaction behavior, further expanded by Berry in 2002 and known as the
ten domains of satisfaction. These ten domains of satisfaction include: Quality, Value,
Timeliness, Efficiency, Ease of Access, Environment, Inter-departmental Teamwork, Front
line Service Behaviors, Commitment to the Customer and Innovation. These factors are
emphasized for continuous improvement and organizational change measurement and are
most often utilized to develop the architecture for satisfaction measurement as an integrated
model. Work done by Cronin and Taylor propose the "confirmation/disconfirmation" theory
of combining the "gap" described by Parasuraman, Zeithaml and Berry as two different
measures (perception and expectation of performance) into a single measurement of
performance according to expectation. According to Garbrand, customer satisfaction equals
perception of performance divided by expectation of performance.
The usual measures of customer satisfaction involve a survey with a set of statements
using a Likert Technique or scale. The customer is asked to evaluate each statement and in
term of their perception and expectation of the performance of the organization being
measured.
Customer satisfaction, a business term, is a measure of how products and services
supplied by a company meet or surpass customer expectation. It is seen as a key performance
indicator within business and is part of the four perspectives of a Balanced Scorecard.
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Customer Satisfaction in 7 Steps

It's a well-known fact that no business can exist without customers. It's critical that
you form a close working relationship with your client, customer service is of vital
importance. What follows are a selection of tips that will make your clients feel valued,
wanted and loved.
1 . Encourage Face-to-Face Dealings .
This is the most daunting and downright scary part of interacting with a customer. If
you're not used to this sort of thing it can be a pretty nerve-wracking experience. Rest
assured, though, it does get easier over time.
2 . Respond to Messages Promptly & Keep Your Clients Informed
We all know how annoying it is to wait days for a response to an email or phone call.
It might not always be practical to deal with all customers' queries within the space of a few
hours, but at least email or call them back and let them know you've received their message
and you'll contact them about it as soon as possible. Even if you're not able to solve a
problem right away, let the customer know you're working on it.
3 . Be Friendly and Approachable
A fellow Site Pointer once told me that you can hear a smile through the phone. This
is very true. It's very important to be friendly, courteous and to make your clients feel like
you're their friend and you're there to help them out.
4 . Have a Clearly-Defined Customer Service Policy
There's nothing more aggravating for a client than being passed from person to
person, or not knowing who to turn to. So make sure your customer service policy is present
on your site -- and anywhere else it may be useful.
5 . Attention to Detail (also known as 'The Little Niceties')
Even if it's as small as sending a Happy Holidays email to all your customers, it's
something. It shows you care; it shows there are real people on the other end of that screen or
telephone; and most importantly, it makes the customer feel welcomed, wanted and valued.
6 . Anticipate Your Client's Needs & Go Out Of Your Way to Help Them Out
Sometimes this is easier said than done! However, achieving this supreme level of
understanding with a companies clients will do wonders for the company working
relationship.
7. Honor Your Promises
It's possible this is the most important point. The simple message: when you promise
something, deliver. The most common example here is project delivery dates.
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Objectives
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Objectives
1. To find out the peoples perception about Pureit.
2. To find out whether people were really aware of pureit.
3. To find out how people think about Pureit.
4. To find out what respondents expect from Pureit.
5. To understand Consumer buying behavior.
6. To come out with conclusion and suggestion based on the analysis and the
interpretation of data.
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Research
Methodology
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Research Methodology
The purpose of methodology is to describe the process involved in research work.

This includes the overall research design, data collection method, the field survey and the
analysis of data.
a) Sample Design
Survey. A sample of 100 customers.
b) Research Design
Detailed and structured questionnaire was designed. The questionnaire was designed
to get information from customers about their satisfaction and overall opinion about
Hindustan Unilever Limited Product Pure It. The methodology developed was Primary and
Secondary research.
c) Data Collection.
Primary data
Primary data are those which are collected as fresh and for the first time and thus happen
to be original in character. It was collected through questionnaire and personal interviews.
Secondary data
The secondary data are those which have already been collected by someone else and
which have already been through the statistical process. The data were collected in the form
of company profile and produce profile from the web sites. Some of the books were referred
for theoretical concepts.
Field of Survey:
The field work for the survey was conducted in Kurnool City. The exercise involved was
filling out the questionnaire by customers.
Analysis
The important factors and datas collected were sequentially analyzed and graphed.
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Limitations
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Limitations
1. The project span is for 45 days only, its too short period to go much depth.
2. More emphasis on Hindustan Unilever Limited Water Zone Product Pureit only not
on other competitor products.

3. Time is the major constraint in the study
4. Research is done only in Kurnool City only.
5. Respondents Fatigue.
6. Researcher inexperience.
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Data
Analysis
&
Interpretatio
n
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1. Gender of the Respondents?
Gender No. of Respondents Percent

Male 34 34%
Female 66 66%
Total 100 100%
Interpretation:
The total no. of respondents included in the research is 100.The percentage of male
respondents was found to be 34% and 66% of the respondents were females.
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1. Gender Of The Respondents
Gender Respondents
70 66
60
50
34
40
30
20
10
0
Male
Female
Gender
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2. How do you come to know about HUL pureit?
Source of information No. of Respondents Percentage %

Friends/Family members (F/F) 26 26%
TV Advertisement 22 22%
News Paper and Magazines 21 21%
Cold Calls (CC) 31 31%
Total 100 100%
Interpretation:
The HUL Pure it is known to the respondents generally through four sources. The
percentage of respondents who came to know about HUL Pure it through their friends or
family members (F/F) is 26%, whereas 22% of peoples knows this product through TV
advertisement. The Newspaper and Magazines are the source of information for 21%
respondents and 31% of people came to know about HUL Pure it through cold calls (CC)
made by companys pure water experts (PWE).
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2. How do you come to know about HUL Pureit?
Source of Information
35% 31%
30% 26%
22% 21%
25%
20%
15%
10%
5%
0%
F/F TV Np&M CC
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3. How do you rate pureit?
Rating No. of consumers Percentage

Excellent 65 65%
Good 20 20%
Satisfactory 10 10%
Poor 5 5%
Total 100 100%
Interpretation:
From the above table it is observed that the most of the respondents says that the product
is excellent, 230% and 10% says that the product is good and satisfactory the remaining 5%
says that the product is poor.
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3. How do you rate pureit?
Respondents Rating on the product

Percentage
65%
70%
60%
50%
40%
30% 20%
20% 10%
5%
10%
0%
Excellent Good Satisfactory Poor
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4. Are you satisfied with the colours available?
Satisfaction by colors No. of consumers Percentage

Yes 70 70%
No 30 30%
Total 100 100%
Interpretation:
The colours offered by the HUL for pureit has satisfactory attraction on the customers.
70% of the respondents has responds as YES and are satisfied with the colours available in
pureit the remaining 30% are not satisfied by the colours which are available.
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4. Are you satisfied with the colours available?
Satisfaction with colours available for pureit

Percentage
70%
70%
60%
50%
40%
30% 30%
20%
10%
0%
Yes
No
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5. Are you satisfied with the changing procedure of Pure It, Battery?
Mode No. of consumers Percentage

Satisfied 56 56%
Neither Satisfied nor Dissatisfied 28 28%
Dissatisfied 16 16%
Total 100 100%
Interpretation:
The respondents who are satisfied with the procedure are 56% and 28% of respondents dont
have any affect with the change of the procedure. It also seen that the 16% respondents are
not satisfied with the changing procedure of the pureit battery.
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5. Are you satisfied with the changing procedure of Pure It, Battery?
changing procedure of Pureit Battery

Percentage
Dissatisfied 16%
Neither Satisfied nor Dissatisfied 28%
Satisfied 56%
0% 10% 20% 30% 40% 50% 60%
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6. How do you find Pure It prices as compared to other water purifiers?
Mode No. of Respondents Percentage

Excellent 50 50%
Good 20 20%
Satisfactory 18 18%
Poor 12 12%
Total 100 100%
Interpretation:
The HUL Pureit price is very reasonable compare to other purifiers according to the
respondents 50% think that the price is excellent and 18% think that the price is satisfactory.
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6. How do you find Pure It prices as compared to other water purifiers?
Price factor compare to other purifier

Percentage
50%
50%
45%
40%
35%
30%
25%
20%
20%
18%
15%
10% 12%
5%
0%
Excellent
Good
Satisfactory
Poor
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7. Will you recommend Pure It to others?
Rate No. of consumers Percentage

Always 40 40%
Often 33 33%
Rarely 19 19%
Never 8 8%
Total 100 100%
Interpretation:
From the above table we can see that the 40% of the respondents are recommending
to others always and 19% of the respondents rarely recommending the others about pureit.
But 33% of the respondents oftenly recommending the pureit to others and 7% are never
recommending the produt to others.
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7. Will you recommend Pure It to others?
Recommendation to others
40%
40%
35% 33%
30%
25%
20% Percentage
19%
15%
10%
5% 8%
0%
Always
Often
Rarely
Never
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8. Are stores conveniently located?
Rate No. of consumers Percentage

Yes 63 63%
No 37 37%
Total 100 100%
Interpretation:
From the above table we can observe that the 63% of respondents are illustrating that
the stores are conveniently located but the remaining 37 says that the stores are conveniently
not located.
Page 42 of 57
8. Are stores conveniently located?
Stores located conveniently
No; 37%
Yes; 63%
Page 43 of 57
9. From how many years are you using the product?
Information received No. of Respondents Percent

0 1 year 35 35%
2 3 years 40 40%
4 more years 25 25%
Total 100 100%
Interpretation:
From the above table it is found that the majority of the customers are using Pureit for 2
3 years and 35% of the respondents using pureit since 0-1 year and 25% of respondents using
it from more than 4 years. It shows that the there is an improvement in the selling of the
product as the customers are satisfied with the product service.
Page 44 of 57
9. From how many years are you using the product?
Customer of Pureit since

40%
40% 35%
35%
30% 25%
25% Percent
20%
15%
10%
5%
0%
0 1 year 2 3 years 4 more years
Page 45 of 57
10. Overall, what would be the most important factor in choosing Pure It?
Information received No. of Respondents Percent

Price 48 48%
Features Benefit 13 13%
Brand 17 17%
All 22 22%
Total 100 100%
Interpretation:
The HUL Pureit has a good impact on customers, as 22% of the respondents think that all
are the factors are important for them. While the majority of the respondents think that price
is an important factor in choosing the Pureit and 17% of respondents responds it as brand is
the factor for them to choose the product.
Page 46 of 57
10. Overall, What would be the most important factor in choosing Pure It?
Perception Factor on PureIt
All; 22%
Price; 48%
Brand; 17%
Features Benefit; 13%
Page 47 of 57
Findings
&
Suggestions
Page 48 of 57
Findings
1. HUL should continue to maintain the standard of the product and improvise their
services on Pure It.

2. HUL should look into the matter of battery replacement of Pure IT.
3. HUL should have more dealers for its product Pure It.
4. HUL has created goodwill among the customers which will help them to recommend
their products to their friends and relatives.
5. Mostly Respondents prefers the product due to the factor of low price and it is also
came to know that the companies image is also a main factor for buying the product.
6.
Page 49 of 57
Suggestions
After conducting the survey and knowing the market, I realized that:
The company should keep in mind the need of customer.
The Company should know its customers satisfaction level throughout doing periodic
surveys. Periodic surveys can treat customer satisfaction directly.
The store are not convenient, the HUL should open the store by finding where more
demand is, and also where the demand can be increase.
The HUL should offer some more colours as many of the respondents feels the
colours available are not satisfactory.
Still there are some respondents who are waiting for better technology in Pureit, The
HUL should take necessary improvement according to the customer thoughts.
Page 50 of 57
Conclusion
Page 51 of 57
Conclusion
It has been observed that most customers are satisfied with the product but are not
happy with the after sales services due to lack of sutable store where they get the Pure It
Battery, of which is the matter of concern for the Hindustan Unilever Limited(HUL). HUL
needs to improve some part of product specifically the changing procedure system of the
battery keeping in mind it as weak point. High customer satisfaction level helps the company
to retain its existing customer as well as generate new customer through word to mouth
publicity.
Customer satisfaction index is a good tool to make improvements in the products and
services of the company. And therefore should utilize carefully & kept as confidential as
possible.
Page 52 of 57
Questionnaire
&
Bibliography
Page 53 of 57
Questionnaire
As I am conducting a survey on Hindustan Unilever Ltd brand. I would like you to
spare a few minutes and share your views on Pureit Water Purifier. Your honest opinions,
comments and suggestions are extremely important for completing my survey.
Name:-______________________________ Contact:-______________
1. Gender of the Respondents? { }
(a) Male (b) Female
2. How do you come to know about HUL pureit? { }
(a) Friends/Family members (F/F) (b) TV Advertisement
(c) News Paper and Magazines (Np/M) (d) Cold Calls (CC)
3. How do you rate pureit? { }
(a) Excellent (b) Good (c) Satisfactory (d) Poor
4. Are you satisfied with the colours available? { }
(a) Yes (b) No
5. Are you satisfied with the changing procedure of Pure It, Battery? { }
(a) Satisfied (b) Neither Satisfied nor Dissatisfied (c) Dissatisfied
6. How do you find Pure It prices as compared to other water purifiers? { }
(a) Excellent (b) Good (c) Satisfactory (d) Poor
7. Will you recommend Pure It to others? { }
(a) Always (b) Often (c) Rarely (d) Never
8. Are stores conveniently located? { }
(a) Yes (b) No
9. From how many years are you using the product? { }
(a) 0 1 Year (b) 2 3 Years (c) 4 More years
Page 54 of 57
Page 55 of 57
10. Overall, what would be the most important factor in choosing Pure It? { }
(a) Price (b) Features Benefit (c) Brand (d) All
11. What is the Status of your Product? { }
(a) In Warranty (b) Out of Warranty
12. Any suggestion with reference to the Product and services from your point of view to the
companys improvement?
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
Sign Date: / / 2011
Thank You for your prestigious time.
Page 56 of 57
Bibliography
Books referred:
Marketing Management by Philip Kotler & Keller.
Websites Visited:
www.hul.co.in
www.pureit.co.in
www.wekipedia.com
www.marketingworld.com
Page 57 of 57

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PureIt Cust.

WATER PURIFIER COMPANIES IN INDIA

Eureka Forbes Philips

Hindustan Lever Limited's distribution network comprises about 4,000 redistribution

We work to create a better future every day

We have always aspired to high standards of corporate governance. The Board of

Pure It. Compact, Classic, Auto fill. Pure It Marvella .

Pureit in-home purification system uses a 4 stage purification process to deliver as

1. Micro- fiber Mesh TM - Removes visible dirt

Compact Carbon Trap Germkill Processor Polisher

Advanced Auto Switch-off: An additional assurance of safety

Removes harmful Virusesa Need to

Doesn't need expensive gas

Low initial cost

Theoritical Background of Customer satisfaction

Customer Satisfaction in 7 Steps

The purpose of methodology is to describe the process involved in research work.

on other competitor products.

1. Gender of the Respondents?

Gender No. of Respondents Percent

1. Gender Of The Respondents

2. How do you come to know about HUL pureit?

Source of information No. of Respondents Percentage %

2. How do you come to know about HUL Pureit?

3. How do you rate pureit?

Rating No. of consumers Percentage

3. How do you rate pureit?

Respondents Rating on the product

4. Are you satisfied with the colours available?

Satisfaction by colors No. of consumers Percentage

4. Are you satisfied with the colours available?

Satisfaction with colours available for pureit

Mode No. of consumers Percentage

changing procedure of Pureit Battery

Neither Satisfied nor Dissatisfied 28%

0% 10% 20% 30% 40% 50% 60%

6. How do you find Pure It prices as compared to other water purifiers?

Mode No. of Respondents Percentage

6. How do you find Pure It prices as compared to other water purifiers?

Price factor compare to other purifier

7. Will you recommend Pure It to others?

Rate No. of consumers Percentage

7. Will you recommend Pure It to others?

8. Are stores conveniently located?

Rate No. of consumers Percentage

8. Are stores conveniently located?

Stores located conveniently

9. From how many years are you using the product?

Information received No. of Respondents Percent

9. From how many years are you using the product?

Customer of Pureit since

Information received No. of Respondents Percent

Perception Factor on PureIt

Features Benefit; 13%

services on Pure It.

The company should keep in mind the need of customer.

surveys. Periodic surveys can treat customer satisfaction directly.

demand is, and also where the demand can be increase.

colours available are not satisfactory.

HUL should take necessary improvement according to the customer thoughts.

As I am conducting a survey on Hindustan Unilever Ltd brand. I would like you to

comments and suggestions are extremely important for completing my survey.

1. Gender of the Respondents? { }

(a) Male (b) Female