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INTRODUCTION
customer satisfaction.
While assisting the satisfaction level a company must not conclude that it
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Dealer satisfaction
INDUSTRY PROFILE
The term plastic is derived from the Greek word “PLASTICKOS” which
means, to access rubber and the other natural product. Resins are both natural
and synthetic. Natural resins range from pitch and asafetida to frankincense,
It was JOHN W. HYATT of the USA who recognized in 1869, the vital
produced the first computer synthetic plastic from phenol and formaldehyde in.
heated. So that they can be formed into shapes, they became rigid on cooling.
This property is derived from the physical structure of Poly Vinyl Chloride
which consists of a net of very large molecules called polymers. Long chains
that separate under heat sufficiently to slide apart, on cooling became firmly
entangled again.
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Dealer satisfaction
1. Thermosetting resins
2. Thermoplastics resins.
1. Thermosetting resins :
resins, Furna resins, amino plastics, Akyls and polyesters of unsaturated acids,
2. Thermoplastics resins :
resins. They include cellulose derivatives and additional polymers. Others types
of resins include oil soluble or modified resins, plastics such as casein and ligin
extracted from natural products and special application synthetics such as resins
The raw materials for plastics include coal and cellulose, but the chief
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Dealer satisfaction
INDUSTRIAL PLASTICS:
Plastics are used for the industrial purpose is called is called industrial
plastics. It is of 2 types
1. Structural foams
2. Sheets and films
1. Structural foams :
It is of 2 types
a) Rigid foams
b) Flexible foams
a) Rigid Foams :
building component because of the stiffness imparted by the thick foam center
for a given.
Wight they are also best insolvent known today and so have application
in fitted slabs and are formed into cavities at the building site. A very important
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Dealer satisfaction
b) Flexible Foams :
feet (2.4 meters) in which and, as much as 5 feet (1.5 meters) high, these are cut
or molded. Used almost exclusively by the automobile industry for crash pads,
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Dealer satisfaction
COMPANY PROFILE
ORIGIN
determination and hard work has helped to them in overcoming the problems
faced by an industry in the initial years, and with the financial assistance by
local commercial banks helped lot to overcome the problems and to run
company smoothly.
company called ‘’Sujala Pipes (Pvt) Ltd., with S.P.Y. Reddy as the managing
him to setup an unit at Nandyal. With a great hope and expectations he has
started producing PVC pipes for improving the water transport system.
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Dealer satisfaction
GROWTH :
the agriculture needs of the region. In earlier days tool used for water flow was
very ineffective with high percentage of see page losses. To counter this has
been the mission of Sujala Pipes Pvt. Ltd. The major irritants in agriculture
practices like lack of rainfall, groundwater lifting. Water transports with in the
fields have provided magnificent thrust of PVC pipes market. These factors
helped Sujala Pipes Pvt. Ltd. To record an excellent growth since 1977
equipped laboratory and quality control office looks after the quality. The
The companies not only improving the brand name but also it are
undertaking the competition brands. In 1977 the company takeover the sagar
brand. The manufacturing plant of sagar brand was at Medak district. The
Sujala pipes company not stopped with that victory. The company takeover
monarch pipes lies at Anantapur District. There threats of old companies are
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Dealer satisfaction
MANUFACTURING PROCESS
extrusion. Resin with weighted amounts of other ingredients, which are carried
to the hot chambers. The high temperature of hot chambers melts ingredients
and contents and then given to forward transits to get hallow pipes of required
dimension. The pipe comes out of the hot chambers, cool water jet is directed
towards it to cool the pipe immediately. Pipes of desired length or cut with the
aid of stock and power hacksaw. Production is made in various sizes ranging
SIZES :
Even pipes with different gauges and sizes manufacture to suit specific
conditions.
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Dealer satisfaction
PACKING :
Packing place less important role in the products like PVC Pipes because
the hallow space inside can be utilized.For the purpose of cubic space
pipes in pies.
PAYMENT PERIOD :
For Nandi brand the company adopts zero credit policy and goods are not
delivered unless cash remittances are made. For Monarch and Sagar brand
brand image.
COVERAGE:
Tamilanudu and Kerala are in ambit of Sujala Pipes Pvt. Ltd. The company
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Dealer satisfaction
1991-94 : Kerala.
TRANSPORATION:
this unique strength of the organization enables the dealers to reduce inventory
levels to the minimum. This dealer is also supplemented with the dealers to
supplemented with the benefit of the lower tide-up capital in the form of
inventory.
MARKET NETWORK :
but their main target areas are Karnataka, Tamilnadu, Kerala, Maharashtra and
Bihar.
DISTRIBUTION CHANNELS:
Sujala Pipes Private Ltd has got two levels of channels of distribution i.e.
zero level and single level. Nandi Brand having a zero level and a single level
channel distribution.
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Dealer satisfaction
Zero Level
Manufacturer Customer
One Level
Pradesh who are directly serviced by company sales force and 500 dealers in
south India.
PRODUCT LINE :
PRODUCT LINE – I
a) 50 mm 15 kgf/cm2
b) 40 mm 15 kgf/cm2
c) 32 mm 15 kgf/cm2
d) 25 mm 15 kgf/cm2
e) 20 mm 15 kgf/cm2
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Dealer satisfaction
PRODUCT LINE – II
a) 63 mm 4 kgf/cm2
b) 75 mm 4 kgf/cm2
c) 90 mm 4 kgf/cm2
d) 110 mm 4 kgf/cm2
e) 140 mm 4 kgf/cm2
f) 160 mm 4 kgf/cm2
g) 180 mm 4 kgf/cm2
to ascertain outgoing quality level of the pipes. Nandi Pipes has got ISI
trademark. Which speaks for itself for the quality of the pipes numbers of
statistical quality control techniques are applied to ascertain system the quality
level of the product. Managers at the company are dynamic and are well
taking their areas are not highly educated. Most of the skilled or unskilled
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Dealer satisfaction
Company provides ESI and provident fund facilities to all its employees.
with good communication networks. Which includes telex fax, machine and
Financial department:
financial aid, now the financial status of the company is very sound and is being
run only with self-finance excepting for loans taken for hypothecation of
The company follows cash and carry policy for Nandi Brand. The
product is not delivered until the cash is paid and financial department with the
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Dealer satisfaction
Marketing Department:
Personnel Department:
Sri S.P.Y. REDDY as the managing g Director and Executive Director who
Public relations officer and a quality control officer who all reports to Executive
Director. Other than executive there are thousands works in the organization.
persons. A part from the attractive salaries company provides health care
facilities.
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Dealer satisfaction
Purchasing Department :
PVC pipes is scarcity of region. Though the government of India has taken
manufactures could meet only 50% of demand and remaining 50% is meet from
imports.
Nandi has its origins in the year 1979 when Mr. S.P.Y. Reddy a
technocrat left his job at Bhaba Atomic research center, Mumbai to start a
plastic containers unit in Nandyal and this unit has grown into conglomerate of
15 companies with combined annual turn over of $75 million. Nandi group is
lead by Mr. S.P.Y. Reddy the founder of company and had been witnessing
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Dealer satisfaction
started manufacture of PVC pipes in year 1984 and has fast become leading
production of 50000 tonnes of pipes. Its other business interest include dairy
customer satisfaction. Nandi group sells PVC Pipes under 4 brands of which
Nandi Brand is the most prominent. The group constantly updates its product,
machinery to reflect and meet the ever charging needs of consumers. The
group has consistent stated policy of venturing only into branded products to
Sujala Pipes and Rani pipes. They made possible few other ventures pipes are
sold under brand names Nandi, RANI and JALA together they are highest
selling PVC Pipe Brand in South India and will be among top 3 in India. Pipes
are made in two varieties, self-socketing and ring fit. Pipes are also made to
suit various pressure and impact requirements and even custom made to meet
special requirements.
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Dealer satisfaction
field of construction is one rise in India and that bodes well for future or
business for Nandi Group the whole range of products meet all the relevant
national and international standards and are produced in ISO 9000 certified
manufacturing facilities.
Nandi Rigid PVC pipes with their good quality. Free service, during and
economical use are a better choice than mild steel, galvanized steel, cost iron
Products:
Length : 6 mtrs
Economy:
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Dealer satisfaction
Being cheaper than conventional cement and steel pipes, Nandi rigid
Light Weight :
PVC Pipes are 1/6th of the weight of steel pipes. This makes them easy to
carry and install. Doing way with heavy material handling equipment. This
Manufacturer of the beast PVC material. Nandi Rigid PVC Pipes do not
rest and are not affected by most chemicals hence they last longer. Render
More flow:
Frictional lopes in Nandi Rigid PVC Pipes are 40% lower than
conventional pipes hence there is approximately 25% more flow than that of
competitor.
ITL PIPES:
Jan, 1994 as a PVT. Ltd., Under the companies Act 1956 and thereafter
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Dealer satisfaction
converted into a Public Ltd. Company on 26th may 1994 in terms of the special
resolution dated: 28th Jan, 1994 under sec 31 (1) 44 of the companies Act 1956.
5th Aug, 1994. The company has been formed the main objective of
PRODUCTS :
Polypropylene Pipes
MONARCH PIPES :
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Dealer satisfaction
Its annual production capacity is 16000 mtrs. And it is one of the leading
Monarch Pipes with their good quality trouble free service, durability and
economical use are a better choice than mild steel, galvanized steel, cost iron
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Dealer satisfaction
Building installation
Industrial ducting.
Nandi Pipes are proud to present list of customers, which includes big
Lorven Projects
STRATEGY
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Dealer satisfaction
Quality Policy :
They shall provide products & services that meet stated standards every
time.
They will organize their work practices to do a job right, first time, every
time.
business process.
SYSTEM
The flow of activities in the daily operation of business including its core
Purchase System
Company purchases its raw materials from the other states like Gujarat.
Maharastra & Orissa. Other countries like Sri Lanka and Thailand.
Production System:
The work is fully automatic manufacturing layout with world-class batten field
extrusion plant. Sujala Pipes Pvt. Ltd having 3 units in A.P. Operating in
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Dealer satisfaction
1) Nandyal
2) Hyderabad
3) Anantapur
Finance System:
Sujala Pipes Pvt. Ltd follows two types of finance system they are
Marketing System:
Sujala Pipes Pvt. Ltd. Is using hoardings, television and wall paintings
Sujala Pipes Pvt. Ltd. Used road transportation mode for transporting of
finished goods.
Demand Management
Order fulfillment
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Dealer satisfaction
Customers can directly visit the company for the pipes or they can get
through the dealers required number of goods. If any customer who make bulk
Producer Customers
REVIEW OF LITERATURE
promotion and distribution of ideas, goods and services to create exchanges that
“Everyone knows what satisfaction is, until asked to give a definition. Then
it seems nobody knows”. This quote from Richard L.Oliver, respected expert
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Dealer satisfaction
of Dealers concept. Building from previous definitions, Olives offers his own
formal definition2.
towards Nandi PVC Pipes is chosen for study in Sujala Pipes Pvt Ltd., Nandyal.
According to Dr. Noriak kano the customer satisfaction will take place when
expected futures are product attributes that are expected in the product. This
customer/dealer satisfaction3.
is satisfied4.
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Dealer satisfaction
person has about a product after it has been purchased. Consumers are engaged
in a constant process of evaluating the things the buy as these products are
itself. It is the means for fulfilling the needs of the consumer. And this leads us
to consumer satisfaction. The concept under scores that no firm can afford to
Thus consumer form expectations about the value offers and make
expectations7.
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Dealer satisfaction
The PVC Industry, which made a modest beginning during 70’s had really
taken of during the post Liberarlzation era. The current business environment
over it is estimated that about Rs.20000 crores has been invested during 1997-
consumption at this rate would make India 3rd largest PVC consumer in world
compared to the global average of 19 kg. Hence there is a great scope for this
industry in India.
This study revealed some interesting findings like all PVC units covered during
this survey under the category of small scale industrial units, 75% units sell
their products through middlemen only 25% sell their product both through
middlemen and own sales men. The study is exploratory in nature. Secondary
data was collected from the Directorate of industries, Haryana district industrial
• All PVC units covered during the survey under the category of small
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Dealer satisfaction
• 80% PVC units came into existence and started functioning after 1991.
• 75% units sell their product through middle men only. 25% PVC units
sell their product both through middle men and their own salesmen.
• The main objective of the study is to find out to what extent the
• To know who the target customers are for Nandi PVC pipes.
• To know among the existing product line of Nandi which pipes are
The study offers an extended scope for further research with relevance to
application and affects in PVC Pipes seen to be unimpressive. Hence this study
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Dealer satisfaction
RESEARCH METHODOLOGY
RESEARCH DESIGN
method and products for acquiring the information needed. It is the plan for
organizing frame work, for doing the collection of data. The present study is of
descriptive type.
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Dealer satisfaction
DESCRIPTIVE:
Research Instruments:
SOURCE OF DATA:
Primary data:
The primary data are those which are collected a fresh and for the first
time and thus happened to original character. It is collected from the dealers
Secondary data:
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Dealer satisfaction
Secondary data collected from the magazines, journals, and quick and
Sampling Size:
the size of population must be kept in view for the in view, deciding the size of
and affects on PVC products seen to be unimpressive. Hence this study valuable
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Dealer satisfaction
Dealer satisfaction is one of the important tool which can draw the
attention of the Dealers and also contributes for the higher brand image and
hence the companies must focus on their creative Dealer satisfaction to have
competative advantage.
strategy with respective quality, pricing and promotion etc., The study also
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Dealer satisfaction
The study also gives the information about dealer’s satisfaction about
The study offers an extended scope for further research with relevance of
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Dealer satisfaction
To identify the dealers satisfaction with respect to lead time and the mode
of delivery.
promotion activities.
METHODLOGY OF STUDY
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Dealer satisfaction
satisfaction.
The study offers an extended scope for further research with relevance
1. The survey has certain limitation the samples would he small in size
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Dealer satisfaction
2. Some times the respondents may not be available at their shops; even
they are available they would not give correct answers. They give biased
3. The study is confined to KURNOOL District only. That's why the result
DATA ANALYSIS
Table: 1
Graph: 1
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Dealer satisfaction
14 13
Number of Respondents
12
10
8
Series1
6
4
2
0
0
Yes No
Response
Analysis:
From the above table we could analyze that
Table: 2
Table showing the number of years dealers dealing with Nandi PVC Pipes.
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Dealer satisfaction
3
4
1 to10
10 to 15
Above 15
Analysis:
From the above table we could analyze that.
Interpretation:
Table: 3
Graph: 3
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Dealer satisfaction
2
More than the
3
competitors
Less than the
competitors
Same as the
competitors
3
Analysis:
Interpretation:
Graph: 4
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Dealer satisfaction
4.5
4
3.5
3
2.5
2
1.5
1
0.5
0
More than the Less than the Same as the
competitors competitors competitors
Dealers opinion
Analysis:
Table: 5
Graph: 5
Graph showing types of customers, dealers target for sale of Nandi
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Dealer satisfaction
PVC Pipes.
0
3
Agriculture
0
Environment
Household
Industries
10
Analysis:
From the above table we could analyze that
Interpretation:
Table: 6
Table showing the major factors considered by customers of Nandi PVC Pipes.
Graph: 6
Graph showing the major factors considered by the customers
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Dealer satisfaction
9 8
8
7
6
5 4
4
3
2 1
1 0
0
Quality Price Durability Brand Image
Factors
Analysis:
Interpretation:
Graph: 7
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Dealer satisfaction
Interpretation:
Graph: 8
Graph showing the Transport allowances provided by Nandi Pipes.
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Dealer satisfaction
2 0
5 Highly satisfied
Satisfied
Moderately satisfied
Dissatisfied
6
Interpretation:
Nandi Pipes.
Table: 9
Table showing the major competitors for Nandi Pipes.
Graph: 9
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Dealer satisfaction
10 9
2
0 0 0
0
Sudhakar Monarch Finolex Vishnu
Competitors
Analysis:
Interpretation:
Graph: 10
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Dealer satisfaction
8 7
7
6
5 4
4
3 2
2
1 0
0
T.V Newspaper Wallpainting Any other
Media Factors
Interpretation:
Graph: 11
Graph showing the which media do you place your order.
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Dealer satisfaction
8 7
7
6
5 4
4
3 2
2
1 0
0
Telephone - Fax Direct Contact Letters Company
representatives
Media Factors
Analysis:
From the above table we could analyze that
Interpretation:
Graph: 12
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Dealer satisfaction
14 13
12
10
8
6
4
2 0 0 0
0
Weekly once Monthly once By monthly once Depends on
demand
Time factor
Analysis:
Interpretation:
Graph: 13
Graph showing the lead time of the order placed for Nandi Pipes.
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Dealer satisfaction
9 8
8
7
6
5 4
4
3
2 1
1 0
0
Highly satisfied Satisfied Moderately Dissatisfied
satisfied
Interpretation:
Majority of respondents are Moderately satisfied and Highly satisfied
Table: 14
Graph: 14
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Dealer satisfaction
12
10
10
8
6
4
2
2 1
0
0
Builders Contractors Sub Dealers Individual
Customers
Analysis:
From the above table we could analyze that
Interpretation:
Table showing to know the company has regular contact with you.
Graph: 15
Graph showing to know the company has regular contact with you.
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Dealer satisfaction
14 13
Number of respondents
12
10
8
6
4
2
0
0
Yes No
Analysis:
From the above table we could analyze that
Interpretation:
Table: 16
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Dealer satisfaction
Graph: 16
7
6
6
5
4
3 3
3
2
1
1
0
Excellent Good Average Poor
Opinion on Pipes
Analysis:
23.07% of the respondents say the Nandi PVC Pipes are Excellent in
always.
46.15% of the respondents say the Nandi PVC Pipes are Good.
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Dealer satisfaction
23.07% of the respondents say the Nandi PVC Pipes are Average.
7.69% of the respondents say the Nandi PVC Pipes are Poor.
Interpretation:
Majority of the respondents are having good opinion towards Nandi Pvc Pipes
FINDINGS
Dealers margin give by the company less than the competitors and
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Dealer satisfaction
paintings.
Most of the dealers are moderately satisfied with the lead-time of the
order placed.
SUGGESTIONS
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Dealer satisfaction
strategy.
In order to push the sales in Govt. sector the company has to take
The measures must taken to reduce the lead time to increase the
CONCLUSION
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Dealer satisfaction
compare to other brands like Jala, Shakthi, Usha and Nandi Gold. It is
It is concluded that more demand for the Nandi PVC Pipes, dealers play
major role in the sales. It is concluded that better quality provided by Sujala
Company has move into market with better competition with other brands.
It concluded that most of the dealers are have bad opinion on dealers
margins because they are preferred to dealers margins are motivating factors to
sales of Nandi PVC Pipes.Among these all the above mentioned factors Nandi
ANNEXURES
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Dealer satisfaction
Address : ______________________
2) Since How many years you have the dealership of the company :
(1) More than the Competitor [ ] (2) Less than the Competitor
(1) Higher than the Competitor [ ] (2) Lower than the Competitor [ ]
5) What type of customers you are targeting while promoting Nandi Pipes?
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Dealer satisfaction
a) Quality [ ] b) Price [ ]
7) Are you satisfied with the promotional activities provided by Nandi PipeS?
1) Sudhakar [ ] 2) Monarach [ ]
3) Finolex [ ] 4) Vishnu [ ]
10) What are the different Media do you suggest for Advertisement ?
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Dealer satisfaction
13) Are you satisfied with the lead time of the order placed for Nandi Pipes?
1) Builders [ ] 2) Contractors [ ]
15) Does the company has regular contact with you ? Yes / No
1) Excellent [ ] 2) Good [ ]
3) Average [ ] 4) Poor [ ]
BIBLIOGRAPHY
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Dealer satisfaction
Year 2001.
www.nandipipes.com
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