EXECUTIVE SUMMARY

Title to the Project:

Customer satisfaction is the key to success. Getting your customers to tell you what is good
about your product or services and where you need improvement helps you to ensure that
your business measures up to their expectations. The attached file contains a customer
satisfaction survey from designed to help you gather this important information it was
designed to make it easy for customer to fill out & to make it easy for you to quickly
customize to exactly match your companys activities. It also includes suggestions for
distributing the form, ensuring that customer will return the form and following up on
comments.
This report is based on the topic Study and analysis of customer satisfaction for Innoberry
The reason for a business firm to come into being is the existence of a customer who has
unfilled needs and wants. Innoberry has advantage of having the widest product range in all
market segments in which it operates, putting itself in a unique position of providing just
product, but the best solution to their customer thus fulfilling the unfilled needs. Innoberry
keeps itself abreast of the new and emerging technologies and adopting them to deliver high
quality and high performance vehicles to their end customers. Customer satisfaction has been
conceptualized in several ways.
Consumer satisfaction is result of confirmation of expectation. Innoberry has been focusing
on the improvement & Excellency in processes, which it uses to satisfy there to accomplish,
this it has focused on improving customer-orientation and value chain integration. Thus
meeting of customer expectation. So this Project aims exactly on this aspect i.e. to know the
customer satisfaction level through primary data, to study the process followed for customer
satisfaction improvement and to suggest some new means of customer satisfaction
improvement.

Importance of the Project:

As the customers are treated as king of todays business world so its mandatory to see that
our customer kings are satisfied or not. Hence the study is carried on Customer satisfaction.
So whatever services are provided to the customer, his satisfaction is a must, otherwise within
no time the Company will lose its customers. In the present scenario the industry has given
utmost importance of doing particular task at fastest time.

Objectives and scope of the Project:

1. The main purpose of the study is to know weather the customers are satisfied with the
services provided by Innoberrys pvt ltd.
2. To understand the behavior of the staff with customers.
3. To know weather service provided according to time and date or not.
4. To suggest measures to improve customer satisfaction and improve quality of service.
5. To suggest new ideas, suggestion other than currently used in Innoberry to improve
customer satisfaction.
6. To identify

customer

perceptions

of

key

areas

of

weakness

and

key

area of strength.
7. To

measure

the

prioritize

areas

where

improvement

will

customer satisfaction.
8. Determine the level of customer satisfaction in the pesticide industry.

most

affect

Methodology :
Data source

Primary (field Survey)

Research area

Pune City.

Research approach

Survey Method

Research instrument

Questionnaire

Sample Plan

Personal Interview

Sample unit

Personal

Sample Size

100 customers.

Learning:

It helps to understand how to measure market requirement

Project helps me to get basic knowledge about the professional meetings and how to

make report which provides useful information

Utility to the organization
Project helps organization to understand the market requirement.

CHAPTER I
INTRODUCTION AND
RATIONALE OF THE STUDY

1.1. Introduction to the title:

1. The website market is growing at a fast rate because of change in work life of
consumers. As the need for "anytime anywhere" access to information is increasing,
5

the sales of .com and .in are also increasing. Hence it becomes necessary to
understand the consumers perception and attitude towards various brands and how
they take decisions, regarding their purchasing pattern. There are various factors that
can affect the purchasing decision like Price, Quality of the product, brand image in
the market, after sale service etc. Hence I chose my project topic as A study on
consumer satisfaction at Innoberry. I worked on the project for 6 weeks under
guidance of Mr. Amol Pavar and my work area was limited to Pune region only.
2. A pilot study was undertaken on sample of 10 respondents. The aim of this study was
to determine the contents of the questionnaire & evaluate if the outputs being
delivered meet the objectives of the survey. To study the existing trends of market, a
4-5 days study was undertaken. After completion of pilot study, a questionnaire was
made which includes the questions according to objectives of study. Questionnaire
contains fourteen questions, divided into three parts; First part contains demographic
questions, Second part contains questions relating to consumer who has website.
Personal interview as well as telephonic interview was used to collect the response.

CHAPTER II
INDUSTRY/ SECTOR PROFILE

2.1. Overview of the sector:

Todays world is more or less an Internet world, where people spend most of their time
over internet. When internet is concerned, the Web Development through internet comes
into discussion. Web development is a broad term for work involved in developing a web site.
7

It include web design, web content development, client liaison, web server, network security
configu8ration & e-commerce development. Here in the following paragraphs, we will
discuss about the Web industry development in India. The Rise & Journey Of Web
Development In India:
It was in 1991, when the first website was developed in India. Since then, the web
development industry has never looked back. Intelligence combined with determination, form
the base of the web industry. There has been an amazing increase in the extension to the basic
web production in the last few years. Use of still graphics, animated graphics, has increased
remarkably. Web has become more interesting with the arrival of 3 D technology of
VRML(Virtual Reality Mark up Landpage)
The `cost of developing a website has become very cheap. There are many web development
systems available to the public free of charge to help in development of this industry.
Websites like Facebook, Twitter has already started showing high popularity in the field of
communication & social-networking.

2.2.

Success Of Web Development Industry In India:

It would be really surprising to know that with only about 5% of Indias large population
having access to computer & internet; India has achieved the top most place in web
development industry & IT services. Following are the list of some factors which has
contributed to the indisputed success of Indian companies in the area of web development &
designing.

* Enterprise: the free enterprise policies adopted by the government policies given a lift to
enterprenuers who have invested heavily in IT srevices such as BPO, KPO & Web
development.

* Expertise: The efficiency of Indian web service providers is known the world over for
excellent work & timely project execution.

* Education: Large public & private investment in IT education, has churn out a large pool of
educated people, ready with essential skills in web technology.

* English fluency is the highest among the people of India(outside USA & Europe). English
being the web language; help the Indian people work much better in web development
services.

Economics: Indian website design & development service provides offer the best service at
cheapest rates, which create a perfect situation for business people on either side.

2.3.

Outsourcing to India:

Outsourcing is the process of contracting out a business process, which an organization may
have previously performed internally or which that company deems necessary to an
independent organization, where the process is purchased as a service. The cost advantage for
off shoring to India used to be at least 1:6 before; but now it is at 1:3. Indias tech & web
industry has a lot of worker who keep an upgradation in the industrys profit. With this boom
in offshore outsourcing, Indias software & services exports are estimated to group rapidly.

2.4.

Future Of Web Development Industry In India:

Though the web designing & development industry in India is now at a greater pace, but the
future of this depends on how well it is taken care of. The web designing & development
industry has got tremendous foundation in India & it has got a shinning future. Excellent
results are expected from online auction sites like eBay.
So, when the seed of web development has been grown well & taken care of; the future will
show a huge tree!

2.5.

Future of Web Designing in India

The future of a seed depends on how well it is taken care of and how well is it implanted.
Care is that little thing which can make a small, tiny thing into a very fruitful and rewarding
thing. Care can be done with two approaches positive or negative. A positive approach can
make a tiny seed into a very large tree whose fruits can be enjoyed by mankind. The web
designing and development industry has got tremendous foundation in India and the future of
it is shinning very brightly in the sky of information technology.

This journey which started in 1991 when first website was developed has gone millions of
miles ahead. The killer instinct to achieve and desire to excel has left the thirsty minds of web
developers striving to achieve more. Intelligence coupled with determination always takes an
ideology to great heights. And, it is this coupling which forms the base of future of this
industry in India. A fabulous growth is expected in next few years in this ever expanding
industry.

There has been an amazing increase in the extensions to the basic web production in the last
few years. Use of still graphics, animated graphics like animated gifs, Java applets, and
video clips along with sound production has increasing remarkably. With coming up of 3-D
technology of VRML (Virtual Reality Markup Language) web has become more interesting.
With increasing bandwidth breakthroughs the web will soon be an experience which reacts in
10

sight and sound to the users every move. Experiencing a virtual reality changes the users
perception of what the web is, moving from getting information, to being inside and
exploring a new world. Each website will be a different virtual world with its own rules.

Future web designers and developers in India will require people with technical skills who
can create 3-D environments. People from video production background are joining and
doing extremely well in this field because of their knowledge, skills of moving images and
sound. Also, people with 3-D animation backgrounds are performing handsomely in this field
because of their creative and technical skills.

The web development industry is expected to grow over 25% by 2010. The cost of
developing a website has become very cheap. There are many web development tools or
systems available to the public free of charge to help in development of this industry. A
popular example is the LAMP ( Linux, Apache, MySQL, PHP ), which is usually distributed
free of cost. This facility alone has encouraged many people setting up new web sites daily
and thus contributing to the terrifically increasing web development popularity. There has
been a rise in easy to use WYSIWYG web development software, most prominently
WebDev, Adobe Dreamweaver, Netbeans or Microsoft Expression Studio. By using such
software anyone can develop a web a web page in a few minutes. Knowledge of HyperText
MarkUp language (HTML) has increased professional results

Web developers now help to deliver applications as web services which was originally not
possible. Now users are interacting with online applications to create new content. This has
allowed many opportunities to decentralize information and media distribution.

In future stupendous achievements can be achieved in communication and commerce through

e-commerce development. Excellent results are expected from online auction sites like eBay
11

and online resellers like Amazon.com and Buy.com. Many such sites are expected to be
developed in India and contribute to a fantastic growth in e-commerce. Excellent results are
again anticipated in India in communication through the development of blog, thanks to web
applications such as Movable Type and Word Press. Development of content systems like
Typo3, Xoops, Drupal will contribute to the magnification of web as a medium of interaction
and communication in the coming time. Websites such as Facebook, Twitter, Orkut will
surely show startling development in the fields of communication and social-networking
services in the coming years.

We, the people in India, are eagerly waiting to see the star of web designing and development
shinning at its peak in the sky and we quenching our thirst of knowledge through its bright
light. The strength seen in the eyes of people involved shows the day is not far away.

12

CHAPTER III
ORGANIZATIONAL
PROFILE AND BUSINESS
OVERVIEW

3.1. Mission and Vision of the Company:

Our Vision:
Offering modern farming solutions with the right blend of technology.
13

Our Mission:
At the heart of our thrust on sustainable development in Indian .com industry is the simple
thought of mission, ensuring a better quality of life for all, now and for generations to come

3.2.About The Company:

Innoberry InfoServices (P) Ltd. is Leading Website Development Company from Pune and
providing all kinds of Web Solutions as per customer's need in best price and timeframe.
Innoberry InfoServices (P) Ltd. is a group of talented Engineers and Technologist, whose
core strength lies in making state of art 'Technology' available to our client at the most
adequate price. Web Solutions division of Innoberry has been well proven its expertise with
having developed more than 250 websites.
We implement website design strategies compatible to Search Engine Optimization (SEO)
techniques.

3.3. Overview:

In this ever-changing environment, keeping a competitive edge means being able to anticipate
and respond quickly to changing business conditions. To do this, Innoberry Infoservices (P)
Ltd. provides solid information systems and professionals, who design, develop, enhance,
customize, implement, maintain and support various aspects of information technology. we
deliver total solutions to our clients whether it is Web Solutions, SEO Solutions or Sharepoint
Solutions.
Innoberry is an established web development company delivering web development services
of any complexity to clients worldwide. Being in IT business for over 9 years
now Innoberry has a strong 250+ client base from all types of industry in India and abroad.
Our customers are companies of all sizes ranging from startups to large enterprises who
14

realize that they need a professional internet solution to generate revenue streams, establish
communication channels or streamline business operations.

3.4. Why Innoberry:

What We Do!
Innoberry delivers comprehensive web services ranging from custom website design to
development of complex internet systems all in SEO and Sharepoint Services. We base our
offerings on an understanding of clients business requirements and providing dependable
solutions. We combine business domain knowledge with technology competence and proven
methodologies to deliver high quality results in a cost-effective manner to maximize your
competitive advantage and productivity.

Our Strengths
One-stop Internet Solutions Vendor
Whether you need an appealing website design or complex multi-tier internet system
development, SEO services or Sharepoint Solutions using latest technologies and industry
trends Innoberry has experience and expertise to do it all.
3.5. Full-Cycle Development Services:
At Innoberry we support a full-cycle development process from requirements definition
and specification, architecture design, coding, testing and validation to product
maintenance and support. Depending on your specific requirements our experts will take
you step by step through each phase of solution development providing you with a sound
advice

on

technology

and
15

application

options.

3.6. Experience and Expertise:

Having over 9 years of experience in providing internet services and solutions and
having completed hundreds of projects in different domainsInnoberry has built a large
database of knowledge that enables us to deliver the right solutions that address the
needs

of

clients.

Quality Standards
Innoberry Quality Initiatives are based on a 3Q approach: Quality personnel, Quality
Process and Quality Communications. Each project at Innoberry is under constant
control of a dedicated quality assurance department that monitors project activities and
results at each development phase
3.7. Vast Pool of IT Professionals:
Whether you need a top-notch expert with a specific knowledge or a team with diverse
technology skills and domain expertise Innoberry has a pool of IT experts including
business analysts, project managers, software architects, web and graphic designers,
software developers, quality assurance and testing specialists.

3.8. Our Business Philosophy:

We at Innoberry are committed to delivering maximum value to our clients helping
them succeed in a constantly changing and challenging biz world. Our fundamental
company values stem from understanding that our success is tied with success of our
clients. Our key business principles are:
3.9. Understand Clients Needs:
We carefully study each customer particular case to understand the clients needs and
objectives and deliver a dependable solution. We make you aware of all available options
and provide you with a competent advice enabling you to take an informed business
decision.
3.10. Partner with Clients:
16

We are committed to becoming your long-term, trusted partner. Our priority is not only
providing professional services and solutions but becoming your IT vendor dedicated to
meeting your needs today and support your growing business needs tomorrow.

3.11. Earn Clients Trust and Confidence:

Our aim is to earn customer's trust and confidence through personal attention, passion for
what we do and commitment to long-lasting relationship. We will go an extra mile to deliver
you a measurable business value and help you adopt and succeed in the internet.

Quality Policy

Innoberry has always taken an uncompromising position in respect to quality.

Innoberrys Quality Management System (QMS) is a complex set of engineering and
managerial activities that ensures the high quality of delivered software through the entire
workflow.
Innoberry QMS Tasks and Objectives:

Elaboration and implementation of procedures and regulations for software development

process based on the industry best practices and standards

17

Product life-cycle monitoring to ensure compliance with established processes and

guidelines

Product quality verification and validation to ensure its correspondence with the
client needs and expectations

Establishment of an effective collaboration of all production participants

Independent QA Department

Innoberrys QA department is an independent structural subdivision. Our QA team consists

of skilled QA engineers and experienced testers that are involved into the projects on a
dedicated or as-needed basis. QA engineers allocation depends on the project size and
complexity. If it is required they can be easily switched from one project to another. Such
flexibility let optimize project efforts and correspondingly the overall project budget. Since
the QA team is not accountable to the project manager, their work is free from any pressure
from the development team.

Methodology

Innoberrys development methodology provides a structured framework aimed at delivering

high quality software solutions to clients. Over the past 9 years we have developed a store of
knowledge through hundreds of development projects. We have refined our business process
by blending the best industry practices like Rational Unified Process (RUP) and Agile
18

Methodology. We have absorbed best approaches to get maximum performance and highest
quality for web-related projects while leaving away redundant complexity that may effect
project

budget

or

timing.

Innoberry methodology promotes a result-driven interactive approach and guarantees better

customer service with regards to quality, cost and customers strategic goals, without
compromising

on

any

of

these

factors.

The main foundations of our methodology are:

Strong Project Management

From the very beginning of a project it has a project manager so a client can solve all
project-related issues through the only person. Project Manager is involved into
requirements definition when a project starts up. His routine responsibilities are project
planning, team management, early project risks definition / elimination and reporting to
client. All projects are under CTO coordination.
Thorough Requirements Analysis
At Innoberry we pay special attention to requirements definition process. This guarantees
that we deliver final results that meet clients specific requirements. We use several levels
of requirements description:
* Business Vision
* Product Vision
* Functional Specifications
* Use Cases

Refined Development Process

19

Innoberry follows a complete Software Development Life Cycle (SDLC) process with
distinct phases. Innoberry employs full control of procedures at every phase to mitigate
project risks and ensure efficient performance and high quality project implementation.
Innoberry continuously improves its methodology to meet customer expectations through
accelerated development schedules and high-quality outcomes.

Innoberry

Website

Design

and

Web

Development

Services

Being highly experienced in Internet technologies, Innoberry can always find a great
solution for each of our existing and potential customers. Our specialists can be truly
sensitive and responsive to the needs of our clients due to their unwavering dedication and
unequalled professionalism, which help our company to deliver wide-ranging and proficient
custom

web

design

services.

Our team is committed to understanding your specific business andmeeting your specific
requirements this is what highly professional web design services mean to us.
Innoberry is constantly investigating new technologies and employs innovative approaches
on every step of web site development, which allows us to accommodate all your needs and
provide personalized website design services to your full satisfaction.

Website Development Process

20

3.12. Web Design Services:

Our creative designers will always offer you something beautiful and original, no matter
whether you prefer a classic design or a modern style, something complicated or simple,
straightforward or extremely advanced.Innoberry knows how to help you with projecting
your thoughts outward and strike the online world with the most stunning and engaging look.
Here, at Innoberry, we have invented a magic formula to produce unique website design
concepts, each of which can be a real masterpiece of art. Here it is:
* take some remarkable enthusiasm and creative ardor
* add boundless fantasy and artistic daring
* pour in some thoughtful consideration
* shake well
* serve the most tasteful and delightful web design to the client
You can be 100% confident that your cooperation with Innoberry will not only make you
happy with your front end design but the entire design process will bring you a lot of
excitement!

21

3.13. Web Development Services:

Web development means the backend of a site; it deals with html-coding and programming.
Our skillful developers can create effective solutions in all kinds of programming
languages, work with various server software and with any databases. Professional htmlcoders pay the greatest attention to writing clean, light-weight and search engine friendly
code

for

your

site

to

give

it

great

start.

Competent web development is what makes the heart of your site beat fast and ensures its
long lifetime and high productivity. First impressions are half the battle; and powerful
functionality

of

your

site

makes

you

the

final

winner!

Innoberry concentrates on your needs and becomes your fellow-traveler on the way to your
perfect web site, helping you to make each important step.

22

CHAPTER IV
OUTLINE OF PROBLEM/TASK
UNDERTAKEN

23

24

CHAPTER V
LITERATURE REVIEW

CHAPTER VI
25

OBJECTIVE AND SCOPE OF

PROJECT

6.1. Objectives:1. The main purpose of the study is to know weather the customers are satisfied with the
services provided by Innoberrys pvt ltd.
2. To understand the behavior of the staff with customers.
3. To know weather service provided according to time and date or not.
4. To suggest measures to improve customer satisfaction and improve quality of service.
5. To suggest new ideas, suggestion other than currently used in Innoberry to improve
customer satisfaction.

26

6. To identify

customer

perceptions

of

key

areas

of

weakness

and

key

area of strength.
7. To

measure

the

prioritize

areas

where

improvement

will

most

affect

customer satisfaction.
8. Determine the level of customer satisfaction in the pesticide industry.
6.2. Need Of the Project Work:1. Data collection required lot of time so by doing 2 months Survey Company will know
areas in which they should develop. So it saves lot of time of company researcher.
2. It gives accurate results to organization which helps in taking future decision and helps
in forecasting.
3. Better understanding of problem area- In the light of secondary data researcher can
improve the researcher problem and may even change some of his earlier ideas.

6.3. Significance of the Project Work:-

1. Company would get to know the customer satisfaction level for the current year.
Helpful in forecasting. In addition, knows areas of improvement.
2. Knows other new techniques of customer satisfaction improvement and the ways to
implement them will help company in achieving still higher customer satisfaction. It
is less expensive mode of collection data for organization point of view.
6.4. About the Study Customer Satisfaction:

Customer satisfaction is the key to success. Getting your customers to tell you whats good
good about your product or services and where you need improvement helps you to ensure
that your business measures up to their expectations. The attached file contains a customer
satisfaction survey from designed to help you gather this important information it was
designed to make it easy for customer to fill out & to make it easy for you to quickly
customize to exactly match your companys activities. It also includes suggestions for
27

distributing the form, ensuring that customer will return the form and following up on
comments.

The reason for a business firm to come into being is the existence of a customer who has
unfilled needs and wants. Innoberry has advantage of having the widest product range in all
market segments in which it operates, putting itself in a unique position of providing just
product, but the best economic solution to their customer thus fulfilling the unfilled needs.

28

CHAPTER VII
METHODOLOGY

7.1. Concept of Research:Research is an organized inquiry designed and carried out to provide information for solving
significant problem. Research process involves defining and redefining problems,
hypothesis formulation, organizing and evaluating of data, deriving an implication and
conclusions, after careful testing. Research has its objective. It involves critical and
exhaustive investigation and experimentation by manipulating things, concepts or symbols.

29

Features of Good Research Design:

A good research design has the following important features:

A precise statement of the research problem.

Data sources and data collection procedures.

Approaches to data analysis.

Resource constraints: time, cost, manpower.

7.2. Types of Data:

Primary Data

Secondary Data.

7.2.1 Primary Data:

Data that is collected for specific purpose at hand is called primary data. This data is
customized according to the needs of the researcher and focuses exclusively on the current
research problem. The collection of primary data is costly and time consuming.
Some of the methods of primary data collection are as follows:

Observation.

Interviewing.

Questionnaire.

7.2.2. Secondary Data:

Secondary data may be defined as, data that has been collected earlier for some purpose other
than the purpose of the present study. Any data that is available prior to the commencement
30

of the research project is known as secondary data. Therefore secondary data is also called as
historical data.
Some of the examples of sources of secondary data are as follows: Company available
product related database, Organization chart, Product Records, Internet, etc.

7.3. Research Instruments:

The research instrument used was the Structured Questionnaire.
The questionnaire basically consisted of a set of questions that were presented to the
respondents for their answers. This was by far the best method used for the collection of
primary data. In the preparation of the questionnaire, care was taken to see that the wording
of the questions were as simple as possible and would not cause any strain to the respondents
in understanding or interpreting of the questions. Also the flows of the questions have been
kept in a logical order as far as possible.

The questionnaire includes open end as well as closed end questions with more emphasis on
the closed ended questions. The primary aim or objective of including the open-ended
questions was to obtain the perceptions of the people regarding the service provided by
Innoberry, their staff behavior and other. This type of information was of vital importance to
organization.

Sources of Data
Primary data is collected through survey of customer at Pune. The survey is done with the
help of questionnaires in which the questions were open ended and close ended. Also by
observation in automobile some data is collected for the research.
Secondary data is through the website of the company and company records.

31

7.4. Sample Size:

The total sample size is 100 customers from Pune.

7.5. Tools of Data Collection:

The methodology for data collection used was survey method and the tools used for survey
were questionnaire and personal interview. Information was gathered by interview with the
customer in Pune cities through the questionnaires which are open ended where they can
answer the questions in their own words and close ended where options are given to them to
answer the questions.

7.6. Statistical Tools Used For Data Analysis:

Statistical tools to be used are tables, Pie Charts, percentage column used.

7.7. Research Methodology:

Data source

Primary (field Survey)

Research area

Pune City.

Research approach

Survey Method

Research instrument

Questionnaire

Sample Plan

Personal Interview
32

Sample unit

Personal

Sample Size

100 customers.

7.8. Scope of the study:

The study covers the Personal using Innoberry products in Pune city.

Helpful in forecasting.

Helpful in knowing weak spot of product.

Better understanding of problem area.

33

CHAPTER VIII
ANALYSIS AND FINDINGS

8.1.

ANALYSIS:

1. AGE OF RESPONDENTS
Table No. 1: AGE OF RESPONDENTS
Age

Observation

Percentage

Less than 25
25-35
35-45
45 and above
Total

24
28
36
12
100

24
28
36
12
100

(Table No.1)
34

40
35
30
25
Axis Title
20
15
10
5
0

LESS THAN 25
25-35
35-45
45 and above

Axis Title

(Chart No.1: AGE OF RESPONDENTS)

Interpretation:
It is clear that24% of respondents are of the age less than 25, 28% of respondents are of age
25-35, 38% of respondents are of age 35-45, 12% of respondents are of age 45 and above.

2. OCCUPATION
Table No.2 Occupation of Respondents
Option

No. of respondents

Percentage

Business

10

10

Professional

36

36

Personal

46

46

Other

Total

100

100

( Table No.2)

35

50
45
40
35
30 BUSINESS
25

PROFESSIONAL

PERSONAL

OTHER

20
15
10
5
0

(Chart No.2: Occupation of Respondents)

Interpretation: The survey shows that 10% of respondents are businessmen, 36% of
respondents are professionals, 46% of respondents are Personal, 8% of respondents are from
other discipline.
3. AVERAGE ANNUAL INCOME :
Table No.3 Average Annual Income of Respondents
Option

No. of Respondents

Percentage

Upto 1 Lakh
1 to 3 lakkhs
3 to 5 lakhs
5 lakhs and more
Total

14
38
44
4
100

14
38
44
4
100

(Table No.3)

36

UP TO 1 LAKH

1 TO 3 LKHS

3 TO 5 LAKHS

50

5 LAKHS AND MORE

5 LAKHS AND MORE

40

3 TO 5 LAKHS

30
20

1 TO 3 LKHS

10

UP TO 1 LAKH

(Chart No.3: Average Annual Income of Respondents)

Interpretation:
The survey shows that 14% of respondents have income upto 1 lakhs, 38% of respondents
have income between 1 to 3 lakhs, 44% of respondents have income between 3 to 5 lakhs,
4% of respondents have income more than 5 lakhs.

4. EMPLOYEES COUNT :
Table No.4 Employees count working for Respondents
Option

No. of respondents

Percentage

Below 5

18

18

More than 5

82

82

Total

100

100

37

Chart Title

18%
BELOW 5

More than 5

82%

(Chart No.4 Employees count working for Respondents)

Interpretation:
From survey it is clear that 82% of respondents have Employees count more than 5 while,
18% of respondents have Employees count less than 5, which are mostly categorized as
Individuals

5. How many WEBSITE Development companies do you know?

Table No.5 Visibility of companies

Option

No. of respondents

Percentage

Creatives

E-makers

12

12

Innoberry

60

60

Vertex

18

18
38

All of the above

40

40

Total

100

100

Visibility
Creatives

60

E-makers

50

Innoberry

40

Vertex

30

ALL OF THE ABOVE

20
10
0

(Chart No.5 Visibility of companies)

Interpretation:
From above graph we can conclude that, visibility of Innoberry product is 100% as it is the
local company for the place of survey.

6. Do you think Innoberry provide you good quality products with visuals?
Table No.6 Product quality
Option

No. of respondents

Percentage

Yes

78

78

No

22

22

Total

100

100

39

22%
No
78%

Yes

(Chart No.6 Product quality)

Interpretation:
Out of the 100 people interviewed 78 % feel Innoberry provide good product and remaining
22% feels products are not good .

7. What are the good qualities and visuals in Innoberrys Product?

Table No.7 Quality
Option

No. of respondents

Percentage

Content

38

38

Visuals

45

45

Availability

Animations

Costing

Total

100

100

40

Content

Visuals

Animations

Costing

Availability

45
38

9
5

(Chart No.7 Quality)

Interpretation:
The survey shows that 38% respondents feels that content of Innoberrys product are good,
45% feels that Visuals is good but only 3% feels that cost is good.
8. Are you satisfied with the behavior of Innoberrys staff and agents?
Table No. 8 Behavior of staff and agents
Option

No. of respondents

Percentage

Extremely Satisfied

24

24

Satisfied

12

12

Average

24

24

Dissatisfied

14

14

Extremely Dissatisfied

26

26

Total

100

100

41

30
26

24

30
25
20
15
10
5
0

12

14

Extremely Satisfied

Satisfied

Average

Dissatisfied

Extremely Dissatisfied

(Chart No. 8 Behaviour of staff and agents)

Interpretation:
From the survey it is clear that 30% are extremely satisfied with the products of Innoberry,
and more than 65% are satisfied with it. But around 35% are dissatisfied.

9. Do you think product and Visuals quality is the strength of Innoberry?

Table No. 9 Product and Visuals quality evaluation
Option

No. of respondents

Percentage

Yes

47

47

No

53

53

Total

100

100

42

Yes

No

47%
53%

(Chart No. 9 Product and Visuals quality evaluation)

Interpretation:
Out of 100 people interviewed, 47 % believe that Visuals and product quality is the strength
of Innoberry.

10. What is the weakest point of Innoberry ?

Table No.10 Weakness of Innoberry
Option

No of respondents

Percentage

Policies

16

16

Marketing & Advt Strategies

Cost Structure

31

31

All of the Above

18

18

None of the Above

28

28

Total

100

100

43

Chart Title

28%

Policies

Marketing and
advertising
strategies

Cost Structure

All of the above

16%
7%

None of the above

18%

31%

(Chart No.10 Weakness of Innoberry)

Interpretation:
Policies and Cost Structure are the weakest point of Innoberry as per the consumers.

1. Are you satisfied with the overall products and system of Innoberry?
Table No.11 Overall satisfaction
Option

No of respondents

Percentage

Yes

42

42

No

58

58

Total

100

100

44

120
100
80
NO

60

YES

40
20
0

( Chart No.11 Overall satisfaction)

Interpretation:
42% respondents satisfied with overall products and system of Innoberry but 52% are not
satisfied.

8.2.

FINDINGS:

1. It is clear that24% of respondents are of the age less than 25, 28% of respondents are of age
25-35, 38% of respondents are of age 35-45, 12% of respondents are of age 45 and above.
2. The survey shows that 10% of respondents are businessmen, 36% of respondents are
professionals, 46% of respondents are Personal, 8% of respondents are from other discipline.
3. The survey shows that 14% of respondents have income upto 1 lakhs, 38% of respondents
have income between 1 to 3 lakhs, 44% of respondents have income between 3 to 5 lakhs,
4% of respondents have income more than 5 lakhs.
4. From survey it is clear that 82% of respondents have Employees count more than 5 while,
18% of respondents have Employees count less than 5, which are mostly categorized as
Individuals
5. From above graph we can conclude that, visibility of Innoberry product is 100% as it is the
local company for the place of survey.
6.

Out of the 100 people interviewed 78 % feel Innoberry provide good product and remaining 22% feels products are not good .

45

7. The survey shows that 38% respondents feels that content of Innoberrys product are good,
45% feels that Visuals is good but only 3% feels that cost is good.
8. From the survey it is clear that 30% are extremely satisfied with the products of Innoberry,
and more than 65% are satisfied with it. But around 35% are dissatisfied.
9. Out of 100 people interviewed, 47 % believe that Visuals and product quality is the strength
of Innoberry.
10. Policies and Cost Structure are the weakest point of Innoberry as per the consumers.
11. 42% respondents satisfied with overall products and system of Innoberry but 52% are not
satisfied.

CHAPTER IX
46

CONCLUSION
&
SUGGESTIONS

9.1. Conclusions:
1) Though Innoberry is small company which is from Pune, the awareness of products of
Innoberry is very good.
2) The respondents of this survey are measure Personal, so they know the products of Innoberry
and other companies very well.
3) Many customers are satisfied with the quality of Innoberrys product and its Visuals style, but
still many of them are feel its not strength of Innoberry.
4) Staff behavior is good but not that much, but still they are happy with what they have.
5) Other than that, respondents feels distribution channels like there data transfers channels,
web mailing system etc needs to improve as it can be strength of Innoberry.
6) Innoberry is good at marketing and its policies are also good.
7) Though it is so, only 42% customers are satisfied with its products and services.

47

Chapter X
Limitations
48

The limitations of the project are-

1. The project was carried in the Pune city so the project provides a perspective limited
only to this city.

2. The sample taken cannot cover all the classes of people whose responses have to be
taken.

3. Again research study of 2 months is a time constraint and covering whole of Pune
city population by taking a sample size of 100 is not feasible.

4. Non understanding of certain parameters in the questionnaire.

49

50

BIBLIOGRAPHY

BIBLIOGRAPHY:

Philip Kotlar, Marketing Management, New Delhi, Pearson Education (P) Ltd.,
Indian Branch, 2004.

Consumer Behavior by Leon G. Schiffman, Prentice-Hall India 8th edition

WEBSITES:

www.Innoberrygroup.com

http://www.maharashtradirectory.com/Products/SearchResult?
ProductName=websiteDevelopment&productid=543

www.wikipedia.com

51

ANNEXURES
52

QUESTIONNAIRE

1. AGE OF RESPONDENTS :
a. Less than 25

b.25-35

c.35-45

d. more than 45

c. Farmer

d. Other

2. What is your occupation?

a. Business

b. Professional

3. What is your average annual income?

a. Upto 1 Lakh

b.1 to 3 Lakh

c.3 to 5 lakh

lakh
4. How many employee are there in your company
a. Below 5

b. More than 5

5. How many web site development companies do you know?

53

d.More

than

6. Do you think Innoberry provide you good quality products?

a. Yes

b. No

7. What are the good qualities in Innoberrys Product?

a. Content

b. Visuals

c. Availability

d. Animations

e. Cost

8. Are you satisfied with the behavior of Innoberrys staff and agents?
a. Extremely satisfied

b. satisfied

c. Average

d. Dissatisfied

e.Extremely dissatisfied
9. Do you think product and Visuals quality is the strength of Innoberry?
a. Yes

b. No

10. What is the weakest point of Innoberry?

a. Policies

b. Marketing and Adv Strategy

c. Cost Structure

11. Are you satisfied with the overall products and system of Innoberry?
a) Yes

b) No

54

d. All of the above

55

56

BIBLIOGRAPHY

57

58