Professional Documents
Culture Documents
ACKNOWLEDGEMENT
Survey is an excellent tool for learning and exploration. No classroom routine can substitute which is possible while working in real situations. Application of theoretical knowledge to practical situations is the bonanzas of this survey. Without a proper combination of inspection and perspiration, its not easy to achieve anything. There is always a sense of gratitude, which we express to others for the help and the needy services they render during the different phases of our lives. I too would like to do it as I really wish to express my gratitude toward all those who have been helpful to me directly or indirectly during the development of this project. First of all I wish to express my profound gratitude and sincere thanks to my esteemed I would like to thank my professor Mr. Anoop R Ohri who was always there to help and guide us when we needed help.
Page 2
Table of content S. no. Title 1 2 3 4 5 History STP 7Ps Blueprint Analysis of Questionnaire Bibliography Annexure Page No 4 6 8 10 11
6 7
17 18
Page 3
Page 4
branches is functioning in Keral Govt. Secretariat, M.L.A. Hostel, Legislature Secretariat, Govt. Medical Colleges, Cochin University Campus, N.T.P.C. and some other Pvt. Medical colleges, and institutions etc. The prestige of the Indian Coffee House increased with a lot of beloved regular customers in all places. As per the blessings of our valuable customers we are celebrating with honour the Golden jubilee year (1958 - 2008). Our employees dedicated a good service to each and every customer. Satisfaction of the Customers is our destination.
CNBC Awaaz Consumer Awards 2008 names top Indian consumer brands
The CNBC Awaaz consumer awards 2008 were held at Mumbai , felicitating the most preferred consumer brands of India, based on research by The Nielsen Company. The awards were based on research conducted by research organisation, The Nielsen Company, who conducted research across 17 product and service categories across the country in 21 cities, and 84 rural locations. The study covered 10,000 respondents across all strata of society to arrive at the most preferred brands. Indian coffee house was the first runner up of CNBC Awaaz Consumer Award
Page 5
Targeting
Students Journalist Bureaucrats Doctors Lawyers Senior Officials
Positioning
Traditional Ambience Affordable food Courteous Services
Page 6
Targeting
Students Journalist Bureaucrats Doctors Lawyers Senior Officials
Positioning
Traditional Ambience Affordable food Courteous Services Healthy food Meeting Place
(NOTE : The pointes mentioned in RED are the only new changes in the STP model of ICH.)
Page 7
Product
Coffee Snacks
Price
Cheap and affordable Near colleges and offices Owned by Different Societies
Premium Priced
Place
People
Page 8
presentation Process Old service style Traditional + Western Modern looks Family Dining Hall Traditional south Indian food served on banana leaves Western style
Physical Evidence
Page 9
Blueprint
This is the recommended Blue Print, when we compare it with the actual layout of Indian Coffee House we found that they were lacking in the part of Physical evidence. They do not Provide: Menu Cards Tissues / Napkins without asking There is no billing folder
Page 10
Age Group
9% 10% 24% 38% 15-25 25-30 30-40 40-50 50 and above
19%
Page 11
Loyality
40 30
20
10 0 Loyality 1+ 11 5+ 19 10+ 33 15+ 37
sources
Friends/ Family 68
Advert 4
Location 20
Others 8
Page 12
4. What is your reason to visit ICH? Main reason is Value for Money Hangout place to meet old friends and have long discussions.
5. What should ICH change? One thing that the customer would like to change in ICH is
Service
6. Has there been any change since the 1st time you have visited ICH?
Page 13
7. Few Testimonials My group best hanging place of graduation days. The best part of ICH is we used it a lot by sitting there for 4-5 hours and nobody disturbs us. I wish to god that if my life goes back to those days only. The service here was less than great but that didn't matter. The buzz of people talking, debating, and arguing give this coffee house its ambience. The prices are cheap, the food is average but the experience is unique. Its a coffee shop that also offers some snacks. Food is ok. Ambiance and service is not up to the mark. If a place can still give you solid good food, serve it efficiently and not charge you the moon for it in today's times, the place deserves a lifetime achievement award. I have been going here since the last 15 yrs and my last visit was after a gap of 2 yrs. To my pleasant surprise their food and service is as usual and the prices are as reasonable as before. More than 2 decades I am a customer of INDIA COFFEE HOUSE. Anyway its a medium class restaurant we can taste the best, hot and natural tea and coffee and also known for the crispy hot cutlets.
Page 14
GAP Analysis
Gap 1 (not knowing what customers expect)
No interaction between customer and manager of restaurant No provision of feedback from customer visiting ICH No customer relationship management
Page 15
Recommendations
Conscious about the cleanness of the uniform : specially in North India Water Purifier Can play music in the restaurant Clean and well mentioned washrooms Should keep suggestion book Take care of hygiene factor
Page 16
Bibliography www.indiancoffeehouse.com www.wikipedia.org "More than just coffee 'n snacks". Metro Plus Kochi. The Hindu. 23 September 2002. Retrieved 13 May 2007. Vibhor Mohan (27 September 2006). "Crisis in a coffee cup". The Tribune. Retrieved 13 May 2007.
Page 17
Annexure
1. Name : ______________________________________________________________ 2. Age : ________________________________________________________________ 3. Gender : a. Male b. Female
4. Since when are you visiting Indian Coffee House : ____________________________ 5. From where you came to know about Indian Coffee House : a. b. c. d. Friends/Family Adverts Location Others _________________________________________________________
6. What is your favourite order at ICH : _______________________________________ 7. Rank your reason to visit ICH out of following (5 being the Highest and 1 being the lowest) a. b. c. d. e. Food Service Value for money Atmosphere Cost
b. No
9. Has there been any change since the 1st time you have visited ICH a. Yes b. No If Yes, What : ______________________________________________________ ___________________________________________________________________________
10. Out of the following what is that 1 thing that ICH should change and why ?
Page 18
a. b. c. d. e.
___________________________________________________________________________ ___________________________________________________________________________
Page 19