Corporate Satisfaction Analysis

For The Services of PetPooja

PREPARED BY
JALAJ SHAH
(137960592032)

Contents
Company overview

Objectives
Introduction to customer satisfaction
Importance of customer satisfaction

Research design
Data analysis and interpretation
Findings and Conclusion

Suggestions
Contribution and Learning from the project

Company Overview
PetPooja is a Multi Restaurant
Food Delivery Service
provider.
Order any food from any
restaurant in Ahmedabad and
PetPooja will deliver your
order to you; without any
delivery charges.

PetPooja provides corporates

a single point contact for all
their food needs.

Corporate Clients

Objectives
To study the satisfaction level of corporate customers for

the services of PetPooja.

To identify and analyze the area of improvement to serve

existing customers better.

To understand whether there are any loopholes in current

system or not.

Introduction to customer satisfaction

Customer satisfaction is a term frequently used

in marketing. It is a measure of how products and

services supplied by a company meet or surpass
customer expectation.
Customer satisfaction is defined as "the number of
customers, or percentage of total customers, whose
reported experience with a firm, its products, or its
services (ratings) exceeds specified satisfaction goals.
In a survey of nearly 200 senior marketing managers,
71% responded that they found a customer satisfaction
metric very useful in managing and monitoring their
businesses.

Importance of customer satisfaction

Customer satisfaction is important because it provides

marketers and business owners with a metric that they can

use to manage and improve their businesses.
Here are the top six reasons why customer
satisfaction is so important:
Its a leading indicator of consumer repurchase intentions and
loyalty.
Its a point of differentiation.
It reduces customer churn.
It increases customer lifetime value.
It reduces negative word of mouth.
Its cheaper to retain customers than acquire new ones.

Research Design
SAMPLE SIZE:-88 Respondents for corporate
SAMPLE UNIT: Corporate Offices.
TYPE OF RESEARCH:- Exploratory Research followed

by Descriptive Research
SAMPLING PROCEDURE: - Convenience sampling.
INSTRUMENT: - Questionnaire
DATA SOURCE: - Primary.
SAMPLING FRAME: - Ahmedabad

Data analysis and interpretation

From the above chart we can interpret that most of the corporates which
have discontinued using our services have mentioned they no longer have
requirements. Though it is hard to believe we need to go ahead with survey
data and try to find out exact reason for customer attrition.

Data analysis and interpretation

With the multiple options to place order 80% corporates find placing order
through PetPooja very easy.

Data analysis and interpretation

57% of the corporate customers agrees that PetPooja gives them enough
options when they have budget constraints.
While 20% still stayed neutral and 16% strongly agreed that PetPooja has
enough options to offer.

Data analysis and interpretation

64% of the corporate executive agreed that PetPooja reduces their workload.
Specially H.R and Admin executive who has to manage all the food requirement
while training or events prefers PetPooja as it reduces their workload.

Data analysis and interpretation

There are mixed reactions about the delivery time while statistics shows that
55% of the corporates feel that PetPooja is able to deliver orders on time; there
are significant 38% of the corporates that stand neutral.

Data analysis and interpretation

Above chart shows that 38% of the current customers has had good
experience with PetPoojas Services. While there are 41% customers who
kept their opinion as neutral ; more work is needed to carry out to know
the bad and good experience of the corporates.

Findings
Current corporate customers that are using PetPoojas services

regularly finds PetPooja very use full as PetPooja gives them single
point contact for their food needs.

Corporate executives agreed that PetPooja extensively reduces their

workload. Especially H.R and admin executive that have to manage

everything about food when theres training or some important
meetings; find PetPooja very helpful.

PetPooja provides executives a single point contact for all their food

requirements.

PetPooja has large pool of restaurants which helps them to give

customers more options for their food requirements, be it lunch

packs or food packs or snack. For the fact of the matter be it
multiple food requirement all are satisfied with PetPooja.

Findings (continued)
Corporates feel that order processing for PetPooja is very easy. PetPooja gives

options of placing orders through e-mail, phone, message and online ordering.

With the ease of placing order PetPooja executives are easily accessible and always

through with their suggestions and full with restaurant options their rates and
always gives good suggestions when customers are unsure.

PetPooja has reached to a level where corporates trust them so much that just

mention their budget requirement and leave everything on PetPooja executives.

Most of the corporates have one common problem that is delivery time. PetPooja

takes all the effort it can to ensure that delivery is completed on time. But there are
other constrains involved with delivery such as restaurant preparedness, availability
of delivery boys, traffic etc.

Corporates rated their overall experience with PetPooja in the range of Average to

Good.

Conclusion
Customers of PetPooja are satisfied with the services.
Regular customers are also seeking some discounts on

regular purchase.

Customers are satisfied with the response of

representatives their availability to solve any queries.

To conclude, overall corporates are satisfied with the

option pool that PetPooja offers to them. Of course there

are some glitches that need to be taken care of.

Suggestions
Clear communication should be done with the restaurant

regarding the time of pickup. A buffer time of 15 minutes

should be kept.

Before placing order representative should confirm about

the fulfillment of the order on time.

Better distribution network should be developed as to

complete delivery on time.

Suggestion(continued)
Delivery boys and representative should have very

good understanding of the routes of Ahmedabad so

that pickup and delivery can be completed smoothly.

Representative should be such that they should know

location to restaurant and corporates so that they

can make proper delivery time commitments based
on the order.

Advance order should be communicated with the

restaurants to avoid any last minute troubles.

Contribution to the project

Contribution to the organization
Convinced and converted three clients to use PetPoojas

services again as they had stopped using it.

Tied up with five new corporate clients to use PetPoojas
services. They are as follows:
Union Bnak of India
BSNL
Kayani Services
Birst Pvt. Ltd.
Wealth First Portfolio Management.
Tied up with two restaurants and convinced them to use
billing software made by PetPooja.

Learning from the project

I learned billing software and also gave training to

the clients on functionality of the software.

I was involved in ordering process from taking the
order to finishing the order till final delivery of food.
I was allotted task to take feedback from existing
customers about their satisfaction level with the
services of PetPooja
I was also given task to convince customers to start
using PetPoojas services who had discontinued to
use the services and target new corporates.

Thank you