CONTENTS

S.NO.

Topic Name

Page
No.

Executive summary

Objective of the study

Company profile

Overview the topic

Research Methodology

Analysis And Interpretation

Findings

Suggestion and recommendations

conclusion

10

Annexure

11

Bibliography

Page 1

EXECUTIVE SUMMARY
Successful customer satisfaction surveys maximize the retention of current
customers, and help enterprises to better position themselves among prospective clients.
However, customer satisfaction surveys that do not uncover customer perceptions or
needs, improve customer loyalty, or help the enterprise to make improvements are
essentially useless. To develop successful customer satisfaction surveys, IT and line of
business (LOB) executives and their staffs should learn how to plan, design, implement,
and manage survey questions that lend themselves to effective trend analysis. This will
help ensure that customers are completely satisfied with enterprise offerings and/or
support, and identify areas of potential improvement.

Page 2

In an era of high competition and expectations, customer satisfaction surveys are

essential tools for listening to customers about their satisfaction levels, and for
developing strategies for improvement. Now that quality has become a deciding factor
in product selection for the customer, IT and LOB executives must leverage the
customer relationship through customer satisfaction surveys. Knowing what customers
think about the enterprise's product(s), service(s), and/or support, as well as their
opinions of competitors' offerings, is crucial for survival.
Consequently, the primary reasons for assessing customer satisfaction are to
maximize customer retention, and to gain and build customer loyalty. It is important to
realize that customer satisfaction does not equate to customer loyalty. Merely satisfied
customers will switch to a competitor that will exceed their expectations, especially in a
highly competitive market, within the blink of an eye. True competitive advantage
therefore requires that customers are completely satisfied. In addition, it is important to
inform customers that their opinions matter, and that their responses will instigate
change within the organization.
Before a customer satisfaction survey can be designed, it is necessary for IT and
LOB executives and their staffs to have a clear process in place. The first step is to
establish comprehensive and realistic objectives. If objectives are not set, the survey will
be of little to no value. As a result, survey developers should ask themselves why they
are conducting the survey, and what do they want to learn from it. Moreover, if a process
is not in place, objectives cannot be met, and survey developers will see results they do
not want to see.

Page 3

OBJECTIVE OF THE STUDY

To find out the satisfaction level of customer for service of Maruti Swift.

To know the customers expectation regarding service of Maruti Swift.

Page 4

COMPANY PROFILE

MARUTI COMPANY PROFILE

In 1970 , Sanjay Gandhi the son of Indira Gandhi envisioned the manufacture of
an indigenous , cost effective , low maintenance compact car for the Indian middle
class . Indira Gandhis cabinet passed a unanimous resolution for the development and
production of a peoples car. Sanjay Gandhis company was christened Maruti limited.
The name of the car was chosen after a Hindu deity named Maruti Ltd. That time
Hindustan Motors Ambassador was the chief car and the company had come out with a
new entrant the premier Padmini that worked slowly gaining a part of the market share
dominated by the ambassador. For the next ten years the Indian car market had stagnated
at a volume of 30,000 to 40,000 cars for the decade ending 1983.

Page 5

The collaboration heralded a revolution in the Indian car industry by producing

the maruti-800. It created a record of taking 13 months time to go from design to rolling
out cars from a production line.
The production of Maruti-800 in 1983 marked the beginning of a revolution in the
Indian automobile industry. It brought in the latest technology of that time more fuel
efficiency and lower prices that led to the creation of a huge market for all car segments
as the Indian, middle class grew in size. This in turn brought in more players in this
segment. A number of auxiliary car parts making units were set up as more car
manufacturers realized it was more cost effective to make their car parts in India rather
than importing them.
Marutis major influence was in helping the component industry in the country
because of its emphasis on localization and indigenization. As in the beginning that
sector hadnt grown much Marutis had to start dozens of joint ventures with Indian
entrepreneurs. It got them from foreign collaborations that led

Page 6

OVERVIEW OF THE TOPIC

MEANING OF THE CUSTOMER SATISFACTION:

Whether the buyer is satisfied alter purchase depends on the oilers performance in
relation to the buyers expectations in general;
"Satisfaction is a persons feeling of pleasure or disappointment resulting
from comparing a products perceived performance (or outcome) in relation to
his/her expectations.
As this definition makes clear, satisfaction is a faction of perceived performance
and expectation. If the performance fails short of expectations, the customer dissatisfied,
Page 7

highly many companies are aiming for high satisfaction, because customers who are just
satisfied still find it easy to switch when a better offer comes along. Those also are
highly satisfied are much less ready to switch high rates faction or delight creates
unemotional bond with the brand, net just a rational preference the result is high
customer loyalty.

A customer decision to be loyal or to default is the sum of many small encounters

with the company, consulting firms Etc. Corporation says that in order to convert all the
small encounters to customer loyalty, companies need to create a "Brand Customer
Experience".
Why is it supremely important to satisfy to customer?
Basically because of company's sale each period comes from two groups. New
customer and repeat customer. It always cost more to attract new customers than to
retain current customer. Therefore, customer retention is more critical than customer
attraction.
The Key to customer retention is customer satisfaction to satisfied Customer.

Buys again
Talks favorably to others about the company
Pays less attention to competing brands and advertising
Buys other products from the same company
One Japanese businessman told the magazines "our aim goes behind satisfying the

customers, our aim is to delight the customer". In fact, this is higher the great marketers.
They go behind meeting the mere expectations of the customers, when they delight a
customer, the customer talks to even more acquaintances about the one company. The
Page 8

delighted customers are more effective adventurous than advertisement placed in the
Media.
Now let us consider what happen when the company creates a dissatisfied
customer. Whereas we have pointed out, a satisfied customer tells three people about a
good product experience, a dissatisfied customer gripes to eleven people. In fact, in one
study, 13% of the people who had a problem with an organization complain about the
company to more than 20 people.
What is after sales service?
After sales service refers to various processes which make sure customers are
satisfied with the products and services of the organization. The needs and demands of
the customers must be fulfilled for them to spread a positive word of mouth. In the
current scenario, positive word of mouth plays an important role in promoting brands
and products.
After sales service makes sure products and services meet or surpass the
expectations of the customers. After sales service includes various activities to find out
whether the customer is happy with the products or not? After sales service is a crucial
aspect of sales management and must not be ignored.
Why after sales service?
After sales service plays an important role in customer satisfaction and customer
retention. It generates loyal customers. Customers start believing in the brand and get
associated with the organization for a longer duration. They speak good about the
organization and its products.

Page 9

A satisfied and happy customer brings more individuals and eventually more
revenues for the organization. After sales service plays a pivotal role in strengthening the
bond between the organization and customers.
There are six parts to any customer satisfaction programmed:
1. Who should be interviewed?
2. What should be measured?
3. How should the interview be carried out?
4. How should satisfaction be measured?
5. What do the measurements mean?
6. How to use customer satisfaction surveys to greatest effect?

Some products and services are chosen and consumed by individuals with little
influence from others. The choice of a brand of cigarettes is very personal and it is clear
who should be interviewed to find out satisfaction with those cigarettes. But who should
we interview to determine the satisfaction with breakfast cereal? Is it the person that
buys the cereal (usually a parent) or the person that consumes it (often a child)? And
what of a complicated buying decision in a business to business situation. Who should
be interviewed in a customer satisfaction survey for a truck manufacturer the driver,
the transport manager, the general management of the company? In other business to
business markets there may well be influences on the buying decision from engineering,
production, purchasing, quality assurance, plus research and development. Because each
department evaluates suppliers differently, the customer satisfaction programme will
need to cover the multiple views.
Page
10

The adage in market research that we turn to again and again is the need to ask the
right question of the right person. Finding that person in customer satisfaction research
may require a compromise with a focus on one person - the key decision maker; perhaps
the transport manager in the example of the trucks. If money and time permit, different
people could be interviewed and this may involve different interviewing methods and
different questions.
The traditional first in line customer is an obvious candidate for measuring
customer satisfaction. But what about other people in the channel to market? If the
products are sold through intermediaries, we are even further from our customers.

One of the greatest headaches in the organization of a business to business

customer satisfaction survey is the compilation of the sample frame the list from which
the sample of respondents is selected. Building an accurate, up-to-date list of customers,
with telephone numbers and contact details is nearly always a challenge. The list held by
the accounts department may not have the contact details of the people making the
purchasing decision. Large businesses may have regionally autonomous units and there
may be some fiefdom that says it doesnt want its customers pestered by market
researchers. The sales teams Christmas card lists may well be the best lists of all but
they are kept close to the chest of each sales person and not held on a central server.
Building a good sample frame nearly always takes longer than was planned but it is the
foundation of a good customer satisfaction survey.

Page
11

Customer satisfaction surveys are often just that surveys of customers without
consideration of the views of lost or potential customers. Lapsed customers may have
stories to tell about service issues while potential customers are a good source of
benchmark data on the competition. If a survey is to embrace non-customers, the
compilation of the sample frame is even more difficult. The quality of these sample
frames influences the results more than any other factor since they are usually outside
the researchers control. The questionnaire design and interpretation are within the
control of the researchers and these are subjects where they will have considerable
experience..
Working out what questions to ask at a detailed level means seeing the world from
the customers points of view. What do they consider important? These factors or
attributes will differ from company to company and there could be a long list. They
could include the following:

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12

The product

Quality of the product

Length of life of the product

Design of the product

Consistency of quality

Range of products

Delivery on time

Speed of delivery

Courtesy from sales staff

Representative's availability

Representative's knowledge

Reliability of returning calls

Friendliness of the sales staff

Complaint resolution

Responsiveness to enquiries

After sales service

Technical service

Reputation of the company

Ease of doing business

Invoice clarity

Invoices on time

Market price

Delivery

Staff

and

service

The company

Price

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13

The list is not exhaustive by any means. There is no mention above of

environmental issues, sales literature, frequency of representatives calls or packaging.
Even though the attributes are deemed specific, it is not entirely clear what is meant by
product quality or ease of doing business. Cryptic labels that summaries specific
issues have to be carefully chosen for otherwise it will be impossible to interpret the
results.
Customer facing staff in the research-sponsoring organization will be able to help
at the early stage of working out which attributes to measure. They understand the
issues, they know the terminology and they will welcome being consulted. Internal focus
groups with the sales staff will prove highly instructive. This internally generated
information may be biased, but it will raise most of the general customer issues and is
readily available at little cost.
It is wise to cross check the internal views with a small number of depth
interviews with customers. Half a dozen may be all that is required.
MANAGEMENT PROBLEM
Management wants to know satisfaction level of customer regarding Maruti
Suzuki Swift after sales service.
RESEARCH PROBLEM
To analyze customer satisfaction level and Response with respect to Maruti
Suzuki Swift after sales services.
STATEMENT OF THE PROBLEM
Page
14

Todays customers are an important element in every business so to retain a

customer and make the loyal company is a great challenge.

PURPOSE OF THE STUDY

The purpose of the study is to know customer satisfaction regarding after sales
services and to know any suggestions to improve the standard auto agency services
centre.
SCOPE OF THE STUDY
In this competitive world retaining the customers has become important part and
parcel of the business activity, since in these arenas the people who adapt to changes and
new technologies will survive.
This study will help to understand customer need, preference and what they
require from the service and this study will not only help me as a student but it will also
the Standard auto service center to improve its service standard.

Page
15

MARUTI PRODUCTS

MARUTI INSURANCE

MARUTI DRIVING SCHOOL

MARUTI GENUINE ACCESSORIES

Page
16

MARUTI TRUE VALUE

MARUTI FINANCE

INDIAN FOUR WHEELER INDUSTRY

The Four-Wheeler Industry in India has not quite matched up to the performance
of its counterparts in other parts of the world. The primary reason for this has been the
all-pervasive regulatory atmosphere prevailing till the opening up of the industry in the
mid-1990s. The various layers of legislative Acts sheltered the industry from external
competition for a long time. Moreover, the industry was considered low-priority as cars
were thought of as unaffordable luxury". Post Liberalization, the car market in India
have been in a burgeoning stage with all types of cars flooding the market in order to
meet the demands of Indian customers who are increasingly exposed to state of the
world automobiles and want the best when it comes to purchasing a car.

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17

It is expected that by 2030, the Indian car market will be the 3rd largest car
market across the globe. The main encouraging factors for the success story of the car
market in India are the increase in the opportunity for new investments, the rise in the
GDP rate, the growing per capita income, massive population, and high ownership
capacity. The liberalization policies followed by the Indian government had been
inviting foreign players to participate in the car market in India.
The car Market in India is crowded with all varieties of car models like the small
cars, mid-size cars, luxury cars, super luxury cars, and sports utility vehicles. Initially
the most popular car model dominating the Car Market in India was the Ambassador,
which however today gave way to numerous new models like Hyundai, Honda,
Mercedes-Benz, BMW, Bentley and many others. Moreover, there are many other
models of cars in the pipeline, to be launched in the car market in India. Some of the
leading brands dominating the car market in India at present are
Hindustan Motors, Reva Electric Car Co., Fiat India Private Ltd., Daimler
Chrysler India Private Ltd, Ford India Ltd., Honda Siel Cars India Ltd., General Motors
India, Hyundai Motors India Ltd., Skoda Auto India Private Ltd., and Toyota Kirloskar
Motor Ltd. Since the demand for foreign cars are increasing with time, big brands like
Mercedes Benz, Volkswagen, Aston Martin, Ferrari, and Rolls-Royce have long since
made a foray into the Indian car market.
FACTS ABOUT INDIAN CAR MARKET:
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Although the Indian automobile industry has come a long way since the
deregulation in 1993, India does not rank well among its global peers in many respects,
viz., the contribution of the sector to industrial output, number of cars per person,
employment by the sector as a percentage of industrial employment, number of months'
income required to purchase a car, and penetration of cars.

VISION
The leader in the India Automobile Industry, Creating Customer Delight and
Shareholders Wealth; A pride of India We must be an internationally competitive
company in terms of our products and services We must retain our leadership in India
and should also aspire to be among the global players.

MISSION
To provide a wide range of modern, high quality fuel efficient vehicles in
order to meet the need of different customers, both in domestic and export markets. To
provide maximum value for money to our customers through continuous improvement
of products and services.

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19

Maruti has a network of 391 sales outlets across 230 cities all over India.
The service network covers 1,113 towns and cities, bolstered by 2,142 authorized
service outlets. The company's change in strategy and emphasis on developing effective
marketing communications was their highlights.

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20

SUZUKI SWIFT
The Suzuki Swift is a subcompact car produced by Suzuki in Japan since
2000. Prior to this, the "Swift" nameplate had been applied to the Suzuki Cultus in
numerous export markets.
Maruti Suzuki India Limited has again made it to the headlines by
introducing the updated version of its bestselling hatchback, Swift in the automobile
market. The upgrades are mostly regarding technical specifications and its features,
which helps it to be more competitive in this lucrative hatchback segment.

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The automaker has retained all the variants in this model series, while
adding a new 'LXi Option' trim in the lineup. Hence, this hatchback is now available in a
total of four petrol and three diesel variants for the buyers to choose from. The
automaker has also retained the same petrol and diesel engines, but has made some
tweaks to improve its overall fuel efficiency.
All the petrol variants are equipped with the same 1.2-litre engine, which is now
capable of giving away 20.4 Kmpl mileage.
On the other hand, its diesel trims are fitted with a 1.3-litre Multijet engine that
can produce an impressive mileage of 25.2 Kmpl. In terms of exteriors, it gets a
redesigned bumper with pronounced air dam along with silver inserts on fog lamp
console. Apart from this, it also gets a new honeycomb radiator grille along with a newly
designed alloy wheels. In addition to these, this model series is now available with three
new exterior paint options including Mysterious Violet, Granite Grey and Fire Red as
well. Its interiors too have been tweaked with an improved color scheme, which is
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further emphasized by sporty silver accents in addition to these, the seats have also been
tweaked with improved support for back and thighs. As far as its comfort features are
concerned, the entry level variants are now available with split folding rear bench seat
that is also incorporated with a couple of adjustable headrests. While the mid range trims
are now equipped with a music system along with electrically adjustable outside mirrors.
On the other hand, its top end version is equipped with advanced features like Bluetooth
connectivity, rear parking sensors and push button engine start as well, which certainly
makes it more desirable in its segment. On the other hand, in terms of safety aspects, its
mid range trim has been blessed with the proficient anti lock braking system along with
EBD as a standard fitment.

CURRENT PRODUCTS OF MARUTI SUZUKI

1.

800 (Launched 1983)

2.

Omni (Launched 1984)

3.

Gypsy (Launched 1985)

4.

WagonR (Launched 2000)

5.

Alto (Launched 2000)

6.

Swift (Launched 2005)

7.

Estilo (Launched 2009)

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23

8.

SX4 (Launched 2007)

9.

Swift DZire (Launched 2008)

10. A-star (Launched 2008)

11. Ritz (Launched 2009)
12. Eeco (Launched 2010)
13. Grand Vitara (Launched 2007)

FEATURES OF SWIFT
NO.

FEATURES

LXI

LDI

VDI

ZDI

DRIVER & PASSENGER

NO

NO

NO

YES

AIRBAGS
FRONT SEAT BELTS

YES

YES

YES

YES

SECURITY ALARM

NO

YES

YES

YES

SYSTEM
SUN VISOR

YES

YES

YES

YES

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24

STEERING WHEEL

YES

YES

YES

YES

TUBELESS TYERS

YES

YES

YES

YES

MANUAL AIR

YES

YES

YES

NO

CONDITINER
REAR WIPER +WASHER

YES

YES

YES

YES

DRIVER SEAT BELT

YES

YES

YES

YES

10

REMINDER
LIGHT OFF REMINDER

YES

YES

YES

YES

11

LOW FUEAL WARRNING

YES

YES

YES

YES

12

DIGITAL CLOCK

YES

YES

YES

YES

13

RADIO & CD PLAYER

NO

NO

YES

YES

14

4 SPEAKERS

NO

NO

YES

YES

RESEARCH METHODOLOGY
SAMPLING
In my project I have used
Selective Sampling.
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25

RESEARCH DESIGN
The research study was made keeping in mind the various factors that were
worked out in informal discussion with the Maruti Suzuki service centre, that would be
included as a research object and the study can be based on the objectives.
Steps in the Research Design

Define the research problem

Estimate the value of Information

Select the data collection method

Select the measurement technique

Select the Sample

Select the Analytical Approach

Evaluate the ethics of the Research

Specify time and financial cost

Prepare the Research Proposal

DATA COLLECTION METHODS:

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The information is necessary for this research data collected by tapping primary
and secondary sources. The sources are as follows:
PRIMARY SOURCES:
a) Questionnaire
b) Personal interview
c) Dealers Database

SECONDARY SOURCES:
a) Company Websites
b) Related Information from Internet
c) Company Reports Books and Publications.
MEASURING TOOLS:
The measurement and evaluation of the data is done using statistical tools
and techniques such as simple percentage method, mean, graphical representation with
help of data code sheet using MS Excel software.

SAMPLING PLAN:
Sample Size = 100 customer
Sample Area =Jabalpur
Duration = 6 weeks

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DATA ANALYSIS
&
INTERPRETATIONS

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28

1.

For how long have you been associated with Maruti Suzuki Swift?
PARAMETERS
Less than a year
01-03 year
03-05 year
05-10 year
Total

NO. OF CUSTOMERS
40
25
20
15
100

No. of customers
40

25
20
15

Less than a year

01-03 year

03-05 year

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29

05-10 year

Interpretation 40% i.e. the maximum number of customers bought a swift within less than a
year.
25% of the customers own 01 to 03 year old car.
35% of the customers have a vehicle older than 3 years.

Q.2.) How would you rate Maruti Suzuki Swift on the following parameter?
Parameters
1
2
3
4
5
6
7
8

Mileage of the car

Comfort in the Cabin
Driving Comfort
Practicality of Safety
Features
Paint Quality of the Vehicle
Performance of the Car
Stability of the Vehicle
Quality of material used in
manufacturing

Highly
Dissatisfie
d
05
08
10
07

Dissatisfie
d

Neutral

Satisfied Highly
Satisfied

10
12
15
17

25
30
40
63

40
30
25
10

20
20
10
03

02
05
18
20

07
20
20
25

55
30
40
30

20
35
10
20

16
10
12
05

1.Mileage of the Car.

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30

Mileage
Highly Dissatisfied

Dissatisfied

Satisfied

Highly Satisfied

20%

5%

Neutral

10%

25%
40%

Interpretation: According to my survey, out of 100 customers, 40%people are satisfied with
the Mileage of the swift because they feel that mileage helps in saving.
10%people are dissatisfied with the Mileage of the swift because they feel
thats not as per the company rules.
And 25% customers never say anything about mileage of the car.
2. Cabin comfort

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Cabin Comfort
Highly Dissatisfied

Dissatisfied

Neutral

Satisfied

Highly Satisfied

8%
20%
12%

30%

30%

Interpretation: According to my survey, out of 100 customers,20% customers thinks that

cabin is comfortable and they are highly satisfied with this .
30% customers are satisfied with the Cabin comfortable.
12% customers are not feeling good with the cabin comfort so they are
highly dissatisfied.
30% customers never say any think about the cabin comfort .

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3.Driving Comfort

Driving comfort
Highly dissatisfied

Dissatisfied

Satisfided

Highly satisfied

10%

Neutral

10%
15%

25%

40%

Interpretation: According to my survey, out of 100 customers, 10% customers say that they
feel very comfortable in driving and they are highly satisfied.
25%customers say that they are satisfied with driving because they feel good
when they drive.
40% customers never say any think about driving comfort because they
wants some more features.
15% customers feeling uncomfortable so they are dissatisfied with the
driving comfort.

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4. Practicality of Safety Features

Practicality of Safety Features

Highly dissatisfied

Dissatisfied

Satisfied

Highly satisfided

10%

Neutral

3% 7%
17%

63%

Interpretation: According to my survey on 100 customers , only 3% customers are highly

satisfied with the safety features because they known very well about it.
10%customers are says that safety features are proper and they are satisfied
with them.
63% customers are never say any think about safety features
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 17% customers are says need more safety features should be in the car and
they are dissatisfied with the safety features.

5. Paint Quality of the Vehicle

Paint Quality of the Vehicle

Highly dissatisfied

dissatisfied

Satisfied

Highly dissatisfied

16%

Netral

2% 7%

20%
55%

Interpretation: According to my survey on 100 customers, 16%customers say that paint

quality of the car is good and they are highly satisfied.
20% customers are also satisfied with the paint quality of their car because
no any effect of water and sunlight.
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 55% customers are not take interest in paint quality and they are never
about it.
7% customers are say paint quality was poor and they are dissatisfy with the
paint quality of the swift.

6 .Performance of the Car

performance of the car

Highley dissatisfied

Dissatisfied

Satisfied

Highly satisfided

10%

Netral

5%
20%

35%

30%

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Interpretation: According to my survey on 100 customers, 10% customers say that

performance of the car is too good and they are highly satisfied with
the performance.
35% customers are only satisfied with performance of the car because
they wants to add more features on the performance.
30% customers are never says any think about the performance of the
car.
20% customers say that performance of the car was not good and they
are dissatisfied.

7.Stability of the Vehicle

Stability of the Vehicle

Highly dissatisfied

Dissatisfied

Satisfied

highly satisfied

12%

18%

10%

20%

40%

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37

Netral

Interpretation: According to my survey on 100 customers, 12%customers feel comfortable

and they are highly satisfied with Stability of the Swift.
10% customers say that they are satisfied with Stability of the Swift because
its enough for good performance.
40%costomers say no think about stability of the swift.
20%customers are Dissatisfied with the stability of the swift because they
need to more improvements on it.

8.Quality of material used in manufacturing

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Quality of matterial used in manufacturing

Highly dissatisfied

Dissatisfided

Satisfided

Highly satisfided

Netral

5%
20%
20%

25%
30%

Interpretation: According to my survey on 100 customers, 20% customers are highly

satisfied with the quality of material used in manufacturing because they still
remain the same for long time
30% customers are nothing say about the material used in manufacturing.
25% customers are says that material quality was poor and they are
dissatisfied with them.

Q.3. ) Are you aware of the following facilities provided by after sales in Maruti
Suzuki?
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39

FACILITIES

Yes

No

i)

Maruti Suzuki insurance

85

15

ii)

Extended warranty

30

70

iii)

True value

65

35

iv)

Maruti Suzuki finance

60

40

v)

Auto card services

10

90

vi)

Genuine accessories

90

10

1.Maruti Suzuki insurance

Maruti Suzuki Insurance

Yes

No

15%

85%

Interpretation: According to my survey on 100 customers,85% customers are aware

about insurance facility provided by the company.
15% customers are not aware about the insurance provided by the
company because they dont use it yet.

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 2. Extended warranty

Extended warranty
Yes

No

30%

70%

Interpretation: According to my survey on 100 customers,70% customers says that they are
aware of the extended warranty.
30% customers are not take interest in warranty and they are not aware of
extended warranty,

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3. True value.

True value
Yes

No

35%

65%

Interpretation: According to my survey on 100 customers, 65% customers are aware about
the true value of the company.
35% people are not aware of true value provided by Maruti Suzuki because
they dont take interest in it .

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4. Maruti Suzuki finance.

Maruti suzuki finance

yes

No

28%

72%

Interpretation: According to my survey on 100 customers, 72% customers are aware of

finance which provided by the company.
28% customers not aware of the finance of the company because they
purchase in cash.

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6. Auto card services.

Auto card services

Yes

No

10%

90%

Interpretation: According to my survey on 100 customers, almost 90% customers

dont know the use of auto card services and they are not aware about
it.
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 10% customers are know about the use of auto card and they are fully
aware of this services.

7. Genuine accessories

Genuine accessories
Yes

No

10%

90%

Interpretation: According to my survey on 100 customers, almost 90% customers know

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about the genuine accessories and they are aware of these accessories.
10% customers are not aware about the genuine accessories .

4 What is your overall opinion about Maruti Suzuki Swift?

Perametar

No. of Respondents

Highly Dissatisfied
Dissatisfied
Neutral

03
12
30

Satisfied
Highly Satisfied

30
25

Total

100

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No. of Respondents
No. of Respondents
30

30
25

12
3
Highly Dissatisfied

Dissatisfied

Neutral

Satisfied

Highly Satisfied

Interpretation: According to my survey on 100 customers, 25% highly satisfied with the
overall opinion about Swift because they received good service all time.
30% customers are never says any think about the opinion about the Swift.
12% customers want more features in the Swift and they are dissatisfied with
over all opinion about Swift.
3% customers dont feel comfortable so they are highly dissatisfied with the
over all opinion about the Swift.

Q.5). Did you get a reminder from service centre for your servicing?

S.No.
1
2
3
4
5

Particular
Strongly Agree
Agree
Neither agree not disagree
Disagree
Strongly Disagree

Respondents
60
10
15
8
7

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Respondents
Strongly Agree

Agree

Neither agree not disagree

Disagree

Strongly Disagree

8%7%
15%
10%

60%

Interpretation: According to my survey on 100 customers, 60% customers are strongly agree
and say that they get reminder from service center for servicing.
10% customers are agreed and say that they get reminder from service
center for servicing.
8%customers are disagree and says that they dont get reminder from
service center for servicing.
15customers are neither agree not disagree about the company reminder.

Q.6) How likely would you recommend Maruti Suzuki Swift to others ?

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Parameter

Respondents

Yes

70

No

30

Respondants
Yes

No

30%

70%

Interpretation: According to my survey on 100 customers, 70% customers say that they
recommend to your family and friends for Swift.
30%customers are says that they are not satisfied with Swift so they do not
recommend to others.

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Q.7 ) How cooperative were Swift advisor in dealing with your enquiry?
Particular

Respondents

Very helpful

50

Helpful

20

Not helpful

30

Respondents
Very helpful

help ful

Not helpful

30%
50%
20%

Interpretation:According to my survey on 100 customers, 50% customers say that advisor

was very helpful in dealing with them in enquiry because they works for the
customers point of view.
20% people say that advisor was helpful in dealing with customers because
they reject the customer opinion.
30% customers say that advisor was not good because they not cooperative in
dealing with the customers.

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50

Q.8. How the vehicle was after the repair work was complete?
Particular
Problem resolved the first time
Repair work had to be redone
Problem remains
Different problem[s] developed

Respondents
50
20
20
10

Respondents
Problem resolved
the first time
Repair work had to
be redone

10%

Problem remains

20%
50%
20%

Different
problem[s]
developed

Interpretation
According to my survey, Out of 100 customers, 50% customers says that
their Problem resolved at the first time after the repair work was complete
20% customers says that their Repair work had to be redone at the first time
after the repair work was complete
20% customers says that their Problem remains at the first time after the
repair work was complete

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Q.9) . Does Standard auto agency centre delivers your vehicle as per the time given?
Particular

Respondents
80
10
10
0

Always
Most of times
Sometimes
Never

Respondents
Always

Most of times

Sometimes

Never

10%
10%
80%

Interpretation
According to my survey, out of 100 customers, 80% customers says Standard
auto service centre always delivers their vehicle as per the time given
10% customers says Standard auto service centre most of times delivers
their vehicle as per the time given.
10% customers says Standard auto service centre sometimes delivers their
vehicle as per the time given.
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10.Customer are satisfied with maruti Suzuki swift car?

Strongly Disagree

20

Disagree
Neither Disagree Nor Agree

10
30

Agree
Strongly Agree
Total

25
15
100

Respondand
Strongly Disagree

Disagree

Neither Disagree Nor Agree

Agree

Strongly Agree

15%

20%
10%

25%
30%

Interpretation
According to my survey, Out of 100 customers, 20% customers are strongly
disagree with Maruti Suzuki swift because they are not feeling comfort with
their car.
30% customers are neither agree nor disagree with the MAruti Suzuki swift.
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 25% are the strongly agree with the Maruti Suzuki Swift because Swift fulfill
their all need.

11. Will it be easy for you to put your suggestion in suggestion box if company
provides it?

Respondent
Yes

90

No

10

Respondent
Yes

No

10%

90%

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Interpretation

According to my survey, Out of 100 customers, 90% customers say that

it company provide the suggestion box then it is essay to put their
suggestion in the box.

10% customers are say that it is not essay for them to put suggestion in
the suggestion box.

FINDINGS

Maximum customers bought the car within the one year.

Stability of the vehicle is low and quality of material used is also low quality.
Customers are not aware of Auto card service and they are not aware the extended warranty .
Customers wants to suggest swift to their family members and friends .
Swift advisor was not much cooperative while dealing with enquiry .
Many customers finds that the problem remains unsolved after the servicing done .
There were almost one third of the customers who are not satisfied with the swift .
Sunroof ,Rear parking camera and Automatic transmission were the feature which the
customers design in future models of cars.

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SUGGESTIONS AND RECOMMENDATIONS

1)

Car demand is increasing so it is right time to make the shot and

2)

become the biggest player in the segment.

The company should improvise the stability of the car and also

3)

increases the quality of material used in manufacturing processes.

Measures should be taken to make customers aware of auto card and

4)

extended warranty schemes.

Company should seek for increased the level of satisfaction so that
maximum customers should advise swift to their family members &

5)

friends.
The adviser should be given proper training so that he will become

6)

more generous co operative towards customers enquiry.

Company should make their servicing system more efficient so that the

7)

problems in the cars can be resolved at 1st servicing only.

Company should make the car with corrective measures so that the

8)

satisfaction level of customers can be maximized.

Company should incorporate Sunroof & Automation transmission &
rear parking camera in upcoming models of swift.

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CONCLUSION
Careful consideration must be given to what the organization hopes to
accomplish, how the results will be disseminated to various parts of the maruti suzuki
and how the information will be used. There is no point asking customers about a
particular service or product if it wont or cant be changed regardless of the feedback.
Conducting a customer satisfaction survey program is a burden on the
organization and its customers in terms of time and resources. There is no point in
engaging in this work unless it has been thoughtfully designed so that only relevant and
important information is gathered. This information must allow the organization to take
direct action. Nothing is more frustrating than having information that indicates a
problem exists but fails to isolate the specific cause. Having the purchasing department
of a manufacturing firm rate the sales and service it received on its last order on a survey
scale of 1 (terrible) to 6 (magnificent) would yield little about how to improve sales and
service to the manufacturer.
The lesson is twofold. First, general questions are often not that helpful in
customer satisfaction measurement, at least not without many other more specific
questions attached. Second, the design of an excellent customer satisfaction surveying
program is more difficult than it might first appear.

Being an esteem customer of Maruti Suzuki Swift you are requested to take out
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a few minutes and fill the following QUESTIONNAIRE:

Name:
Address: _______________________________________________________________
_______________________________________________________________
___________________________________________ Pin Code____________

Q.1) How long have you been associated with Maruti Suzuki Swift?

Q.2.) How would you rate Maruti Suzuki Swift on the following parameter?

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