A

PROJECT REPORT
ON

“CUSTOMER SATISFACTION REGARDING

RENAULT DUSTER”

Submitted To: – Submitted By: –

Mr. Hemant Sharma Name- Shivam Sharma
University Roll No.-
5115MJUY430003
Class-B.B.A 6thSemester

Department of Computer Science & Management Studies

Vijay Institute of Higher Education
Nerchowk Mandi (HP)

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 DECLARATION

I Shivam Sharma having Roll No.5115MJUY430003 of BBA Semester 6th of Vijay Intitute
of Higher Education hereby declare that the project entitled Customer satisfaction (Renault)
is an original work and the same has not been submitted to any other institute for award of
any other degree. The interim report was presented to the guide on…………... The feasible
suggestions have been duly incorporated in consultation with the guide.

Name-Shivam Sharma
Class-B.B.A 6th Semester
Univ.Roll No. 5115MJUY430003
V.M.C.-Bhangrotu (Nerchowk)

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 CERTIFICATE

This is to certify that the work incorporated in the project report “Customer
satisfaction” (Renault)” is a record of project work carried out by “Mr. Shivam
Sharma” under my guidance and supervision for the award of degree of Bachelor of
Business Administration of Vijay Institute of Higher Education affiliated to Himachal
Pradesh University, Shimla.

_____________________
(Signature of Guide)
Name of Guide: Mr. Hemant Sharma

______________________
(Signature of Coordinator of Department)
Name of COD: Mr. Dheeraj Guleria
(Seal)

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 CONTENTS

EXECUTIVE SUMMARY ………………… 6-7

INTRODUCTION ………………………………… 8

 About Customer Satisfaction ……………………………. 9-10

 Introduction of Automobile Industry…………………… 10
 Industry performance in 2014-15 …………………….. 11
 History of Renault Automotive………. . 12-29
 Millstone, awards and accolades………………………. 30-34
 About Duster…………. ………………………………… 35-37

OBJECTIVES OF THE STUDY ………………………. 38

RESEARCH METHODOLOGY …………………………….. 39

 Research Design………………………………………… 39
 Research Process ……………………………………… 40-41
 Data collection …………………………………………. 42-43
 Samples size …………………………………………... 43
 Limitation of the study…………………………………. 44
DATA ANALYSIS ……………………………………. 45
 Customer Satisfaction……………………………… 45-54

FINDINGS ………………………………………………. 55

RECOMMENDATION ………………………………… 56

CONCLUSION ………………………………………….. 56

BIBLIOGRAPHY ………………………………………. 57

QUESTIONNAIRE……………………………………. 58-59

EXECUTIVE SUMMARY

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Group Renault is a French multinational automobile manufacturer established in 1899. The
company produces a range of cars and vans, and in the past has manufactured trucks, tractors,
tanks, buses/coaches and autorail vehicles. .

According to the Organisation Internationale des Constructeurs d'Automobiles, in 2013

Renault was the eleventh biggest automaker in the world by production volume, with 50.5%
of sales coming outside of Europe.] The Renault–Nissan Alliance is the fourth-largest
automotive group Headquartered in Boulogne-Billancourt, near Paris, the Renault group is
made up of the namesake Renault marque and subsidiaries, Automobile Dacia from Romania,
and Renault Samsung Motors from South Korea.]Renault has a 43.4% controlling stake
in Nissan of Japan, a 37% indirectly-owned stake in AvtoVAZ of Russia, and a 1.55% stake
in Daimler AG of Germany (since 2012, Renault manufactures engines for the Daimler's
Mercedes A Class and B Class cars). Renault also owns subsidiaries RCI Banque (automotive
financing), Renault Retail Group (automotive distribution) and Motrio (automotive parts).
Renault has various joint ventures, including Oyak-Renault (Turkey), Renault
Pars (Iran). Carlos Ghosn is the current chairman and CEO. The French government owns a
19.73% share of Renault as of April 2015.

Renault Trucks, previously known as Renault Véhicules Industriels, has been part of Volvo
Trucks since 2001.Renault Agriculture became 100% owned by German agricultural
equipment manufacturer CLAAS in 2008.

The survey involved gathering wide information about the company, its products, customer
satisfaction and impact of various competitive firms on the company.

From the information collected, various aspects were identified where the company needs to
focus more to improve the efficiency of marketing team of Renault Automotives.

The research was conducted through collection of primary and secondary data. Secondary
data was collected through visiting various web sites, automobile magazines and other
reliable sources. Primary data was collected through a well-framed questionnaire, of
which later a detailed analysis was done using various statistical I.T. tools like MS Word and
MS Excel.

On the basis, the secondary data analysis and the extensive analysis of the primary
data, interpretations were drawn for the questions and conclusion is drawn. Certain

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suggestions are also drawn from the analysis to help. Renault Automotive to increase its
market share in commercial passenger segment and MPVs.

Due to the limited resources and time constraints, the study was conducted within the area
Mandi.

INTRODUCTION

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  About Customer Satisfaction
 Introduction of Automobile Industry
 Industry performance in 2014-15
 History of Renault Automotive
 Millstone, awards and accolades
 About Renault

CUSTOMER SATISFACTION

Customer Satisfaction is the buzzword used by the business people for the success
of organization in the present days. Due to the increases of heavy competition in every
product –

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Line it become difficult for the companies to retain the customers for longer time. So retain
the
Customer for longer time the marketer has to do only one things i.e. customer satisfaction .If
Customer is fully satisfied by the product it not only rub the organization successfully but
also
Fetch many benefits for the company. They are less process sensitive and they remain
customer
for a longer period. They buy addition products overtimes as the company introduce related
Produce related products or improved, so customer satisfactions is gaining a lot of importance
in the present day. Every company is conducting survey on customer satisfaction level on
their products .To make the products up to the satisfaction level of customers.

This project is also done to know the customers satisfaction on the Duster on behalf
of Renault Automobiles.

The impact of automobile industry on the rest of the economy has been so pervasive and
momentous that is characterized as second industrial. It played a vital role in helping the
nation to produce higher value good and services and in the enhancing their skills and impose
tremendous demand for automobile.

The decrease in the interest rate and easy available of cars loons from 2 to 3 years, lot of car
manufacturers company facing cut throat competition in the fields of technology and price,
So to gain the market share it is important for the institutes to satisfy its customers and to
retain the reputation and its image.

Customer Satisfaction Strategies Followed By Renault

The different strategies followed by Renault consists of Customer relationship

management,
Strategy to providing better facility to the owner, and strategy to provide better after sales
service to customer.

Customer Relationship Management

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CRM as a tool was used to create positive word-of mouth, to monitor customer experiences
and generate referrals. A series of CRM activities were implemented with regular
direct communication, events and customer satisfaction surveys, Events, Festive
offers, Rewards Program, etc.

INTRODUCTION OF AUTOMOBILE INDUSTRY

Renault Nissan Automotive India Private Limited have their manufacturing plant in
Oragadam near Chennai. The plant has a capacity of 400,000 vehicles per annum. The
capacity is divided equally between Renault India Private Limited and Nissan Motor India
Private Limited. Renault is constructing a small car powered by an 800cc engine, to compete
with Maruti Suzuki's Alto, Hyundai India's Eon and Chevrolet's Spark, in the segment, that
makes up for about 40-45% of India's car market. RNAIPL has achieved production target of
5, 00,000 lakhs vehicle in the month of October 2013 in the short span of 40 months after
start of production.RNAIPL is one of the most profitable company which adopts Japanese
manufacturing policy of GENBA KANR.The company works on the style of maximum
productivity with minimum resources. But, in due course this manufacturing strategy
sometimes frustrates its employees.The small car is likely to be rolled out from the Renault
Nissan Alliance plant in Chennai and to hit the market in 2014-15.

In August 2015, RNAIPL put on hold its plans invest ₹5000 Cr. in India due to non-payment
of Investment Promotion Subsidies (IPS) promised by Tamil Nadu. The company claimed
that it yet to receive a refund of 1,901 Cr and 822 Cr for IPS and input VAT respectively.

Renault Nissan Technology and Business Centre India Pvt Ltd (RNTBCI) is an officially
Technical service and business center for Renault Nissan Back Office Activities premises is
situated in Mahindra world city near Chengalpattu.

Industry performance in 2014-15

Renault India Pvt Ltd is a wholly owned subsidiary of Renault S.A., France and currently
offers seven models in the Indian market: the premium sedans Scala and the Fluence, the
luxury SUV Koleos, the SUV Duster, the compact MPV Lodgy, the premium compact

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car, Pulse and the latest budget car, Kwid. Renault India also exports the Duster to a growing
number of right-hand drive markets.

Renault cars are manufactured at the manufacturing facility located in Oragadam, Chennai,
with a capacity of 480,000 units pa with 3 shifts per day.

Year 2014

 Renault reaches landmark of 100,000 cars on Indian roads in less than 3 years of
operation in India.

Year 2015

 Looking to make its mark in the hatchback segment, Renault India on Thursday 24
September 2015 launched the Kwid at a starting price of Rs 2.56 lakh (ex-showroom
Delhi). The most expensive variant of the car costs Rs 3.53 lakh(ex-showroom). The
Renault Kwid has better features than any of its competitors.[9]

The Kwid, based on the CMF-A platform, measures 3,679 mm in length, 1,579 mm in width,
1,478 mm in height and 2,422 mm in wheelbase. It has a ground clearance of 180 mm and a
fuel tank capacity of 28 litre.

Features seen on the top-end variant include power steering, AC, front power windows,
foglights, keyless entry and central locking, a 7-inch touchscreen MediaNAV system with
Bluetooth, USB, AUX-in, an optional driver airbag and some design customisations.

An updated version of the Duster is launched in October 2015.

HISTORY OF RENAULT AUTOMOTIVE

. Founding and early years (1898–1918)

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Louis Renault in 1903

The Renault Corporation was founded in 1899 as Societies Renault Frères by Louis
Renault and his brothers Marcel and Fern and. Louis was a bright, aspiring young engineer
who had already designed and built several prototypes before teaming up with his brothers,
who had honed their business skills working for their father's textile firm. While Louis
handled design and production, Marcel and Fernand managed the business.

The first Renault car, the Renault Voiturette 1CV, was sold to a friend of Louis' father after
giving him a test ride on 24 December 1898.

1901 Voiturette Renault Type D Série B

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In 1903, Renault began to manufacture its own engines; until then it had purchased them
from De Dion-Bouton. The first major volume sale came in 1905 when Societies des
Automobiles de Place bought Renault AG1 cars to establish a fleet of taxis. These vehicles
were later used by the French military to transport troops during World War I which earned
them the nickname "Taxi de la Marne." By 1907, a significant percentage London and Paris
taxis had been built by Renault. Renault was also the best-selling foreign brand in New
York in 1907 and 1908. In 1908 the company produced 3,575 units, becoming the country's
largest car manufacturer.

The brothers recognised the value of publicity that participation in motor racing could
generate for their vehicles. Renault made itself known through succeeding in the first city-to-
city races held in Switzerland, producing rapid sales growth. Both Louis and Marcel raced
company vehicles, but Marcel was killed in an accident during the 1903 Paris-Madrid
race. Although Louis never raced again, his company remained very involved,
including FerencSzisz winning the first Grand Prix motor racingevent in a Renault AK
90CV in 1906.

Louis took full control of the company as the only remaining brother in 1906 when Fernand
retired for health reasons. Fernand died in 1909 and Louis became the sole owner, renaming
the company Société des Automobiles Renault (Renault Automobile Company)

Renault fostered its reputation for innovation from very early on. At the time, cars were
luxury items. The price of the smallest Renaults at the time were 3000 francs; an amount
equal to ten years pay for the average worker. In 1905 the company introduced mass-
production techniques and Taylorism in 1913.

Renault manufactured buses and commercial cargo vehicles in the pre-war years. The first
real commercial truck from the company was introduced in 1906. During World War I, it
branched out into ammunition, military aircraft engines. (the first Rolls-Royce aircraft
engines were Renault V8 units) and vehicles such as the revolutionary Renault FT tank. The

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company's military designs were so successful that Louis was awarded the Legion of
Honour for his company's contributions. The company exported engines to American auto
manufacturers for use in such automobiles as the GJG, which used a Renault 26 hp or 40 hp
four-cylinder engine.

Board of Directors

The company Renault Nissan Automotive India Private Limited has the following list of
directors who are the elected members of the board of Directors for Renault Nissan
Automotive India Private Limitedcurrently serving or have been directors in the past. The
company Identification Number or CIN of Renault Nissan Automotive India Private
Limited is U34100tn2007ptc073002. The complete list of directors of Renault Nissan
Automotive India Private Limited is

Colin Moore Macdonald has served as Managing Director for Renault Nissan Automotive
India Private Limited. The appointment date of Colin Moore Macdonald is on 1/4/2015. The
DIN or Director Identification Number of Colin Moore Macdonald is 7144072.

Christian Claude Dauvais has served as Additional Director for Renault Nissan Automotive
India Private Limited. The appointment date of Christian Claude Dauvais is on 6/11/2015.
The DIN or Director Identification Number of Christian Claude Dauvais is 7335004.

Directors Structure for Renault Nissan Automotive India Private Limited

All companies large and small have directors and Director is the first level in the executive
hierarchy of a corporate like Renault Nissan Automotive India Private Limited. The directory
structure, may have designations such as Directors, Independent Directors, Additional
Director, Associate Directors, Managing Directors, Executive Directors, Non-Executive
Directors or Finance Directors etc.

ShareHolding details

Colin Moore Macdonald, Christian Claude Dauvais, .... may or may not hold shares within
Renault Nissan Automotive India Private Limited based upon Renault Nissan Automotive
India Private Limited's shareholding policy as well as Renault Nissan Automotive India

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Private Limited's registration type with Registrar of Companies, India and each's individual
capacities.

PRODUCT OF RENAULT

Renault duster

Renault-owned Dacia has unveiled an updated version of the Dacia Duster at the 2015 IAA in
Frankfurt, two years after the company introduced the Duster facelift at the same show.

The exterior of the 2016 Dacia Duster doesn’t feature any new changes, save for a new Altaï
Green body colour and diamond-effect, black, 16-inch wheels. Inside, Dacia has equipped the
new Duster with an updated Media NAV Evolution – multimedia navigation system and a
reverse assist camera.

Also new are a couple of trim options –Federer Grey on black and Silicon Black on black,
both with grey contrast stitching. The entry-level variants get the Silicon Black upholstery
whereas the higher models get the grey on blsack theme.

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The Engine lineup includes a 1.6-liter, four-cylinder unit producing 115 PS and 156 Nm at
4,000 rpm, and a 1.5-liter dCi diesel engine with 109 PS and 260 Nm of torque. The
engines are paired to a 5- and 6-speed manual gearbox respectively, while an engine start/
stop is standard for better fuel efficiency.

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Along with the updated 2016 Dacia Duster, the company is also showcasing a special
edition “Urban Explorer”, which is available for select European markets. It comes with front
and rear skid plates, side protective moldings and darker tint for the rear glasses.

Renault Lodgy

Rear view

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Lodgy Stepway
Based on a new platform, the Lodgy is front-wheel drive and powered by a choice of 4-
cylinder engines: a 1.5 L diesel (in two variants) and two petrol engines, a 1.6 L aspirated and
a 1.2 L turbocharged Energy TCe 115.

Lodgy is the first Dacia model to offer a speed limiter, on the Laureate level, and a navigation
system with a 7-inch touchscreen display, as an option. Bluetooth and USB connectivity,
previously introduced on the Dacia Duster, are also available.

The car will be available only in left-hand drive from launch, and with a choice of 5 and 7-
seater models. It is manufactured at an all-new Renault factory in Tangier, Morocco.

The Lodgy received three stars in Euro NCAP's crash test rating, considered to be the lowest
result for a car in 2012. In the test the rear passenger floor panel and tunnel were completely
separated and the transmission tunnel was deformed between the front seats.

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Renault Kwid

Overview

Manufacturer Renault

Production 2015–present

Assembly Chennai, India (Renault India)

Body and chassis

Class Entry-level crossover

Body style 5-door hatchback

Platform Renault CMF platform (CMF-A)

Powertrain

Engine 0.8 L I3 (petrol)

Transmission 5-speed manual

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 Dimensions

Wheelbase 2,422 mm (95.4 in)

Length 3,679 mm (144.8 in)

Width 1,579 mm (62.2 in)

Height 1,478 mm (58.2 in)

The Renault Kwid is an entry-level crossover produced by the French car

manufacturer Renault, initially intended for the Indian market. The production version was
unveiled in May 2015. A concept version was previously unveiled in February 2014.

The Kwid has been elaborated by a French engineers team settled in India by Gérard
Detourbet, a mathematician described as "an innovation a minute" who led the development
team for the first-generation Renault Logan.

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Renault Fluence

This article is about the automobile. For radiometry radiant fluence, see radiant exposure.

Overview

Manufacturer Renault

Also called Renault Samsung SM3

Dongfeng Fengnuo E300 EV

Production 2009–present

Assembly Argentina: Santa Isabel (Renault Argentina)

India: Chennai (Renault India)
Malaysia: Kuala Lumpur (TCMA)
Russia: Moscow (Renault Russia)
South Korea: Busan (Renault Samsung)
Turkey: Bursa (Oyak-Renault)

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 Body and chassis

Class Small family car(Compact Car)

Body style 4-door saloon

Layout Front-engine, front-wheel-drive

Platform Renault C platform

Related Renault Mégane III

Powertrain

Engine 1.5 L I4 dCi

1.6 L I4
2.0 L I4
2.0 L turbo (GT line)

Transmission 5-speed manual

6-speed manual
6-speed automatic
CVT

Dimensions

Wheelbase 2,702 mm (106.4 in)

Length 4,618 mm (181.8 in)

Width 1,809 mm (71.2 in)

Height 1,478 mm (58.2 in)

Curb weight 1,225–1,277 kg (2,701–2,815 lb)

Chronology

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 Predecessor Renault Mégane II (sedan)

Successor Renault Mégane IV (sedan)

The Renault Fluence is a small family car produced by the French automaker Renault. The
car is built at the Oyak-Renault plant in Bursa, Turkey, and the Santa Isabel factory,
in Cordoba, Argentina, for Latin America. For the Australian market, the Fluence is sourced
from the Renault Samsung Motors factory in Busan, South Korea.

On July 12th 2016, Renault unveiled the successor to the Fluence - the Megane Sedan (IV).

Design

Rear view
Revealed in August 2009,the Fluence is based on the Renault/Nissan C platform but it is
sized between the compact family saloon C-segment and the upper-medium segment.

The Mégane range featured a "three-box" notchback sedan variant until 2008, but this was
never a big seller and when, at the end of that year, the Mégane III was introduced, there was
no notch-back version. It is the gap in the range left by the removal of this model from
the Franco-Spanish assembled Mégane range that the Fluence fills in those markets in the
company's western European heartland, such as France, Italy, Belgium, Ireland and, since
August 2010, Germany, where Renault offers it.

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The Renault Fluence is also badged as Renault Samsung SM3. The Renault Samsung car was
first presented at theSeoul Motor Show in April 2009 and the rebadged Renault Fluence went
on sale in November 2009.

The model has first been offered with two gasoline engines: a 1.6-liter 110 hp (82 kW) and a
2-liter 140 hp (104 kW) that can get an optional CVT. The diesel variant is equipped with a
1.5-liter dCi engine, offered in 85, 90, 105 and 110 hp (82 kW) versions, fitted with Diesel
particulate filter, and with the 110 hp (82 kW) version fitted to Renault's newdual clutch
transmission, called EDC (Efficient Dual Clutch). A Renault Sport version has been offered
in Argentina and Brasil, named Fluence GT, using a 2.0-liter 180 hp (134 kW) named Renault
TCe 180 associated with a 6-Speed Manual Gearbox. The Curb weight for 1.5-liter dCi starts
from 1145 kg & gasoline engines 1.6-liter, 2-liter starts from 1056, 1080 kg.

Renault Fluence facelift

Facelift
As of 2012, the Renault Fluence was facelifted, during Istanbul Motor Show; with the new
Renault corporate grille, standard projector style headlights and a few minor changes. In 2015
the facelifted model was advertised with a new light cluster at the rear, including LED brake
lights.

SCALA

Renault Scala is a mid-size premium sedan launched by Renault in 2012. This car bears a
strong resemblance to Nissan Sunny. The car is manufactured at the Chennai-based
manufacturing plant of the Franco-Japanese conglomerate, Renault-Nissan. It comes in
both Petrol and Diesel variants. Scala is a beautiful sedan that falls in between
Renault’s luxury sedan Fluence and its compact hatchback, Pulse. The car joins Renault’s
incredible fleet and lends even greater credibility to the company’s profile in India. Scala is a
keenly designed sedan that comes with a horde of features. It comes in five impressive and

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vibrant exterior paints - Pearl White Metallic Silver, Metallic Red,Blue.

KOLEOS

Subtle features, a very powerful and strong sibling of Renault Duster, and looks that make it a
very cute yet handsome SUV, that’s how we can best, describe Renault Koleos. The grille is
quite stunning, engine is the 2.0-litre mated with manual as well as automatic transmission
and the Renault Koleos price in India makes this car a centre of discussion in the auto
Industry. Mileage offered by Koleos is about 16.26kmpl for the manual variant and about
14.26 for the AT Renault Koleos SUV.

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It stands against some of the finest vehicles in the Indian market like the Hyundai Santa Fe,
Toyota Fortuner and its own sibling, the Renault Duster. This makes things very difficult for
Koleos because the bench mark that it has to achieve is set very high. It looks good on the
outside but even better when one steps inside the spacious cabin. The vehicle can easily seat 5
and comes with features like the ABS, EBD, BA, parking sensors, leather upholstery etc.

PULSE

Renault S.A. Is a French multinational automobile manufacturer established in 1899.

Headquartered in Boulogne-Billancourt, Renault has an alliance with Nissan that makes up
the Franco-Japanese conglomerate, Renault-Nissan. Renault's core market is Europe and it is
known for its role in Formula1.
Renault Pulse is a compact hatchback that lures potential buyers with its cost-cum-fuel-
efficiency and superior manoeuvrability. It is bliss for the parsimonious lot and is taking the
hatchback segment notches up with its beautiful interior and easy handling. It is being
manufactured in India at the Chennai-based Renault-Nissan manufacturing plant. Nissan’s
existing V-platform is used by Renault to produce Pulse and this has reduced manufacturing
costs for Renault considerably.

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The interiors of Renault Pulse are gorgeous and bear striking resemblance to those of Nissan
Micra. It is intelligently designed from the inside and comes packed with a horde of
pragmatic features. Though small dimensionally, it is quite high for a hatchback and this
makes it look extremely spacious inside. As a point of distinction between the base and top-
end variants, the interiors have two different themes. Both the models come with a dual tone
dash, HVAC controls, four AC vents, integrated CD player, leather power steering, glove box,
ample boot space, leg space, etc. This certainly makes the interiors of the car quite stunning
to look at and to sit in. The engine off and on button comes with illumination, which is very
pragmatic. Dual front vanity mirror, 3 assist grips and a 12 V power outlet makes the car feel
quite a bit like a luxury hatchback as well.

Product Profile

In February 2008, Renault-Nissan Alliance signs Memorandum of Understanding with

Government of Tamil Nadu to set up a manufacturing plant in Oragadam near Chennai.Work
on the plant began in June later that year and was completed in a record 21 months. Renault
Design India, the first vehicle design studio set up by a foreign manufacturer in India, was
established in Mumbai in September 2008. The design house is integral to Renault’s success
in India as one of its functions is to monitor customer trends and customise global products
for India. At the end of 2015, Renault has approximately 200 dealerships across India, from
only 14 in 2012.

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Renault Duster named 2013 Indian Car of the Year (ICOTY), got a total of 29 awards

Renault received more awards in one year than any of its market competitors. Since 2012, the
Renault Duster received 29 awards in India and the Renault company 34 awards.

 Indian Car of the Year (ICOTY): Duster, Car of the Year

 Auto car and Bloomberg TV: Duster, Car of the Year, Viewers’ Choice, and SUV of
the Year

 NDTV: Duster, Car of the Year and Compact SUV of the Year; Scala, Creative TV
Commercial of the Year; Pulse, Premium Hatch of the Year; and Renault India, Car
Manufacturer of the Year

 Top Gear: Duster, Compact SUV of the Year and Readers’ Choice for the BBC and
Times of India

 Car India: Duster, SUV of the Year

 Overdrive and CNBC-TV 18: Duster, Compact SUV of the Year

 Vicky.in, Motor Vikatan (Chennai) and Team BHP: Duster, Car of the Year

 Zigwheels and Economic Times: Duster, Car of the Year, Readers’ Choice and entry-
level SUV of the Year

 AutoJunction.in: Duster, Car of the Year and Utility Vehicle of the Year; Renault
Pulse, SuperMini of the Year; Renault Scala, Mid-size Sedan of the Year

Operations
In September 2008, Renault India opened its fifth global vehicle design studio in Mumbai.

In March 2010, Renault India and Nissan India opened a production facility in
Chennai.Established with an initial investment of Rs 45 billion (US$750 million), the plant
has a combined annual capactity to produce 480,000 vehicles.

As of September 2015, Renault India has 175 dealerships in 16 cities across 9 states and
2 Union Territories, targeting 210 outlets at the end of 2015. It fastely expanded to 190
dealerships in December 2015, thanks to the Renault Kwid success. Renault has also

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developed an innovative approach with some virtual showrooms and some specific phone
App.

Models

Renault Fluence
Renault sales commenced in May 2011 with the Fluence sedan. This was followed in
September by the Koleos SUV.

In 2012 Renault launched three further models; the Pulse hatchback in January, the Duster in
July 2012, and the Scala in August 2012.

In 2014, aside from the launch of the all-new Fluence and Koleos, Renault also launched the
Duster Adventure Edition.

Renault launched Lodgy, its compact MPV in Delhi on 9 April 2015. Renault also unveiled
its first sub Rs 4 lakh segment car Kwid SUV (earlier codenamed XBA) fully developed in
India by Gérard Detourbet and his French and Indian team, from 2012. The press measured
that the Kwid is the best in class on interior space, boot, mileage, and offers some features
usually associate with cars in the premium segment of the Indian market, like USB,
Bluetooth, music, AC, power steering, air bags and GPS navigation. The Renault Kwid is
available since October 2015, near the pre-festive season (before Diwali). The Renault Kwid
received a surprising amount of 50,000 bookings in the first 5 weeks then 70,000 in 2
months, getting 10% of effective market shares in its segment.

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 MILESTONE, AWARDS AND ACCOLADES

Milestones
2008

 Renault-Nissan Alliance signs Memorandum of Understanding with Government of

Tamil Nadu to set up a manufacturing plant in Oragadam near Chennai
 The Renault DeSign Studio opened in Mumbai. It is one of the 5 satellite global
design studios for Renault, monitoring customer trends and helping customize global
products for India.

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 Launch of International Logistics Network (ILN) in Pune handling components
sourced from Indian suppliers for all Renault-Nissan Alliance production plants
worldwide, in particular South Africa & Brazil.

2010

 Inauguration of the Renault-Nissan Alliance manufacturing facility in Chennai

(investment of Rs. 4500 crores with a capacity to produce 480,000 cars per year).

2011

 Renault launches its first car in India, the Fluence.

 Renault – Nissan Alliance manufacturing facility rolls out its 100,000th car.

 All new Koleos global launch in India.

 Announcement of localization of the Renault K9K diesel engine.

 K9K powered Renault Pulse unveiled at the 2011 Indian Grand Prix by Formula1
drivers Mark Webber and Karun Chandok.

2012

 Renault launches the Pulse and unveils the Duster at the New Delhi Auto Expo 2012.
 Renault Scala launched in New Delhi.

 Renault encourages employee engagement, wins the 'Inter-corporate competition

RED 2012' along with team of partners Nissan, RNAIPL & RNTBCI.

2013

 Inauguration of the new warehouse for the Renault Alliance International Parts Center
(IPC) in Pune, earlier working since 2008 as ILN (see above).
 Renault launched the Gang of Dusters, the official community for Duster owners.

 Since the launch of the brand in early 2011, Renault has won over 43 awards till date.
The Renault Duster alone receiving 29 awards, and as previously envisaged it was a

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 game-changer for Renault & pioneered a new segment of crossover SUV at low-to-
medium cost in the Indian auto sector.

 Inauguration of the new warehouse for the Renault Alliance International Parts Center
(IPC) in Chennai as a part of expansion.

2014

 Renault reaches landmark of 100,000 cars on Indian roads in less than 3 years of
operation in India.

2015

 Looking to make its mark in the hatchback segment, Renault India on Thursday 24
September 2015 launched the Kwid at a starting price of Rs 2.56 lakh (ex-showroom
Delhi). The most expensive variant of the car costs Rs 3.53 lakh (ex-showroom). The
Renault Kwid has better features than any of its competitors.

The Kwid, based on the CMF-A platform, measures 3,679 mm in length, 1,579 mm in width,
1,478 mm in height and 2,422 mm in wheelbase. It has a ground clearance of 180 mm and a
fuel tank capacity of 28 liter’s.

Features seen on the top-end variant include power steering, AC, front power windows,
foglights, keyless entry and central locking, a 7-inch touchscreen MediaNAV system with
Bluetooth, USB, AUX-in, an optional driver airbag and some design customisations.

 An updated version of the Duster is launched in October 2015.

Associations
ICICI Bank

Renault has partnered with ICICI bank in a major marketing led cross promotional campaign
that will allow the bank's database to interact with Renault and its cars.

Spellinc

Renault India' Corporate Social Responsibility (CSR) program commenced in 2013,

focussing on education and road safety. It partnered with Linc Pen & Plastics Ltd for

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SPELLINC. The program started in September 2013 and ran until December across 8 cities
(Delhi, Mumbai, Kolkata, Chennai, Bangalore, Ahmadabad, Jamshedpur and Ranchi) with a
total of 1000 schools participating. The training module on road safety has been developed to
be fun and interactive. It involved stage acts, singing and discussions with the students. The
whole point of the operation is not only to reach students but to convert them into Road
Safety ambassadors spreading the message to their schoolmates, friends and relatives.

Tour De India

Renault India supported the Tour De India 2013, a cycling event held for the first time in
2012. The organizers are also strongly committed to promoting cycling as an alternative
mobility solution to reduce carbon footprint. Tour de India 2013 was held in December with 3
races involving both competitive and entertaining cycling. Renault India was the Official
Automobile Partner for the event, providing cars for the lead convoy, for the cycling teams
and the Tour de India fleet in charge of recording the event.

Cricket

Renault sponsored a cricket series between India and Sri Lanka and Virat Kohli won the Man
of the Series Award – a Renault Duster. The Indian cricket team was taken for a victory lap
around the stadium with Mahendra Singh Dhoni behind the wheel of the Renault Duster. The
entire cricket team was seen on the SUV while taking the victory lap.

Madras Café with John Abraham

Renault India formed a partnership with Renault Duster and John Abraham’s movie ‘Madras
Café’.

MRF Challenge

Renault cars compete in the Formula 2000 category of the MRF Challenge. The 20 cars of the
category are also powered by Renault Sport 2-litre engines. These 16-valve, 4-cylinder,
1998cc F4R 832 engines can produce a maximum power of 210 bhp at 6,500rpm and
maximum torque of 220 Nm at 5500rpm.

F1 Caterham Paint Shop

The Renault workshop at Noida received a special assignment during the 2013 Airtel Indian
Grand Prix, painting two Caterham F1® chassis before the Grand Prix. This routine

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procedure is usually completed in Europe but logistical challenges made it easier for it to be
carried out in India instead.

Autocar Performance Show

Renault India participated in the Autocar Performance Show held at the MMRDA Grounds,
Bandra Kurla Complex, Mumbai. It is the third time that the Renault brand was represented
in the show. This event is organized by the leading Automobile magazine Autocar and
features the most powerful and expensive cars and bikes available in the country as well as
accessories and performance enhancing parts.

Limca Record – Renault Scala’s Mileage Run

The Renault Scala broke the Limca record for the highest fuel economy achieved in India
using a stock car by achieving a real world economy of 54.15 km/l in an un-modified Renault
Scala diesel sedan. The car covered the 62.28 km distance using only 1.24 litres, achieving a
fuel economy of 54.15 km/l, which is 250.26% over ARAI certified figure. The distance was
covered in 76 minutes.

AWARDS

Bond International Development Awards

Much of the outstanding work of the development sector goes unrecognised and unnoticed.
The Bond International Development Awards seek to address this by celebrating the amazing
humanitarian and development work of the Bond network.

This is an exciting opportunity to showcase your work to a wide and public audience and we
hope you feel motivated and inspired to enter.

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Entries to this year’s awards are now closed. If you've entered, we'll be in touch by 20
September to let you know if your submission has made it through to the 2nd stage or not.

The categories reflect and respond to important trends and challenges in international
development.

 The Campaign Award recognises campaigns that engage the public with
international development in new and unusual ways.

 The Collaboration Award recognises the importance of effective collaborations in

finding new opportunities to tackling difficult issues.

 The Humanitarian Award recognises the unacknowledged heroes working in the

humanitarian field.

 The Innovation Award showcases organizations, coalitions or initiatives that are

taking inventive approaches as they chart a course through a complex and changing
external environment.

 The Outstanding Individual Award seeks to find exceptional people who have made
a lasting contribution to international development.

 The Transparency Award is for organizations at the cutting edge of NGO

effectiveness and accountability.

For the 2015 awards, we received over 40 entries covering a wide spectrum of projects and
this year we hope to get even more! The awards generated a lot of media coverage and
excitement and entering could help to raise your profile in the sector and beyond. Motivate
your organization to enter by reading about last year's inspirational winners. Your
organization must be a Bond member to be eligible to enter.

ABOUT DUSTER

Duster

Renault-owned Dacia has unveiled an updated version of the Dacia Duster at the 2015 IAA in
Frankfurt, two years after the company introduced the Duster facelift at the same show.

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The exterior of the 2016 Dacia Duster doesn’t feature any new changes, save for a new Altaï
Green body colour and diamond-effect, black, 16-inch wheels. Inside, Dacia has equipped the
new Duster with an updated Media NAV Evolution – multimedia navigation system and a
reverse assist camera.

Also new are a couple of trim options –Federer Grey on black and Silicon Black on black,
both with grey contrast stitching. The entry-level variants get the Silicon Black upholstery
whereas the higher models get the grey on blsack theme.

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The Engine lineup includes a 1.6-liter, four-cylinder unit producing 115 PS and 156 Nm at
4,000 rpm, and a 1.5-liter dCi diesel engine with 109 PS and 260 Nm of torque. The
engines are paired to a 5- and 6-speed manual gearbox respectively, while an engine start/
stop is standard for better fuel efficiency.

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Along with the updated 2016 Dacia Duster, the company is also showcasing a special
edition “Urban Explorer”, which is available for select European markets. It comes with front
and rear skid plates, side protective moldings and darker tint for the rear glasses.

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 OBJECTIVES OF THE STUDY

The study has been under taken to analyze the customer satisfaction towards all variant of
RENAULT in Mandi with a special reference to the RENAULT motors, the other

Objectives are:

 To gather information about customer satisfaction toward Renault in the geographic

region of Mandi.

 To know the customer perception about features, low maintenance cost and looks of
Duster.

 To know the customer satisfaction about the safety and comfort provided by Duster.

 To provide suggestions, in improving the customer satisfaction and the company sales
and Profitability

 To know the customer satisfaction towards the after sales service offers by Renault

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 RESEARCH METHODOLOGY

 Research Design
 Research Process
 Data collection
 Samples size
 Scope and the Limitation of the study

Research Methodology

A research process consists of stages or steps that guide the project from its conception
through the final analysis, recommendations and ultimate actions. The research process
provides a systematic, planned approach to the research project and ensures that all aspects of
the research project are consistent with each other. Research studies evolve through a series
of steps, each representing the answer to a key question.

INTRODUCTION

This chapter aims to understand the research methodology establishing a framework of

evaluation and revaluation of primary and secondary research. The techniques and concepts
used during primary research in order to arrive at findings; which are also dealt with and lead
to a logical deduction towards the analysis and results.

RESEARCH DESIGN

I propose to first conduct a intensive secondary research to understand the full impact and
implication of the industry, to review and critique the industry norms and reports, on which
certain issues shall be selected, which I feel remain unanswered or liable to change, this shall
be further taken up in the next stage of exploratory research.

This stage shall help me to restrict and select only the important question and issue, which
inhabit growth and segmentation in the industry.

The various tasks that I have undertaken in the research design process are:

 Defining the information need

 Design the exploratory, descriptive and causal research.

RESEARCH PROCESS

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The research process has four distinct yet interrelated steps for research analysis it has a
logical and hierarchical ordering:

 Determination of information research problem.

 Development of appropriate research design.

 Execution of research design.

 Communication of results.

Each step is viewed as a separate process that includes a combination of task, step and
specific procedure. The steps undertake are logical, objective, systematic, reliable, valid,
impersonal and ongoing.

EXPLORATORY RESEARCH

The method I used for exploratory research was

 Primary Data
 Secondary data

PRIMARY DATA

New data gathered to help solve the problem at hand. As compared to secondary data which
is previously gathered data. An example is information gathered by a questionnaire.
Qualitative or quantitative data that are newly collected in the course of research,
Consists of original information that comes from people and includes information
gathered from surveys, focus groups, independent observations and test results. Data
gathered by the researcher in the act of conducting research.

This is contrasted to secondary data, which entails the use of data gathered by someone other
than the researcher information that is obtained directly from first-hand sources by means of
surveys, observation or experimentation. Primary data is basically collected by getting
questionnaire filled by the respondents.

SECONDARY DATA

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Information that already exists somewhere, having been collected for another purpose.
Sources include census reports, trade publications, and subscription services. There are two
types of secondary data: internal and external secondary data. Information compiled inside or
outside the organization for some purpose other than the current investigation Researching
information, which has already been published? Market information compiled for purposes
other than the current research effort; it can be internal data, such as existing sales-tracking
information, or it can be research conducted by someone else, such as a market research
company or the U.S. government.

Secondary source of data used consists of books and websites

My proposal is to first conduct a intensive secondary research to understand the full impact
and implication of the industry, to review and critique the industry norms and reports, on
which certain issues shall be selected, which I feel remain unanswered or liable to change,
this shall be further taken up in the next stage of exploratory research.

DESCRIPTIVE RESEARCH

STEPS in the descriptive research:

Statement of the problem

 Identification of information needed to solve the problem

 Selection or development of instruments for gathering the information

 Identification of target population and determination of sampling Plan.

 Design of procedure for information collection

 Collection of information

 Analysis of information

 Generalizations and/or predictions

DATA COLLECTION

Data collection took place with the help of filling of questionnaires. The questionnaire a
method has come to the more widely used and economical means of data collection. The
common factor in all varieties of the questionnaire method is this reliance on verbal

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responses to questions, written or oral. I found it essential to make sure the
questionnaire was easy to read and understand to all spectrums of people in the sample.
It was also important as researcher to respect the samples time and energy hence the
questionnaire was designed in such a way, that its administration would not exceed 4-5
mines. These questionnaires were personally administered.

The first hand information was collected by making the people fill the questionnaires.
The primary data collected by directly interacting with the people. The respondents were
contacted at shopping malls, markets, places that were showrooms and near to showrooms of
the consumer durable products etc.

The data was collected by interacting with 40 customer and 15 employees respondents who
filled the questionnaires and gave me the required necessary information. The respondents
consisted of housewives, students, businessmen, professionals etc. The required
information was collected by directly interacting with these respondents.

Determination the sample plan and sample size

TARGET POPULATION

It is a description of the characteristics of that group of people from whom a course is

intended. It attempts to describe them as they are rather than as the describer would like them
to be. Also called the audience the audience to be served by our project includes
key demographic information (i.e.; age, sex etc.).The specific population intended as
beneficiaries of a program. This will be either all or a subset of potential users, such as
adolescents, women, rural residents, or the residents of a particular geographic area. Topic
areas: Governance, Accountability and Evaluation, Operations Management and Leadership.

A population to be reached through some action or intervention; may refer to groups

with specific demographic or geographic characteristics. The group of people you are
trying to reach with a particular strategy or activity. The target population is the population I
want to make conclude an ideal situation; the sampling frames to matches the target
population. A specific resource set that is the object or target of investigation. The audience
defined in age, background, ability, and preferences, among other things, for which a given
course of instruction is intended. I have selected the sample trough Simple random Sampling

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SAMPLE SIZE

This involves figuring out how many samples one need.

The numbers of samples you need are affected by the following factors:

 Project goals

 How you plan to analyze your data

 How variable your data are or are likely to be

 How precisely you want to measure change or trend

 The number of years over which you want to detect a trend

 How many times a year you will sample each point

 How much money and manpower you have

SAMPLE SIZE

I have targeted 40 customers in the age group above 21 years for the purpose of the research.
The target population influences the sample size. The target population represents the Mandi
region. The people were from different professional backgrounds. The details of our sample
are explained in chapter named primary research where the divisions are explained in
demographics section.

SCOPE AND THE LIMITATION OF THE STUDY

 The scope of study is limited to the respondents are selected from in and around
Mandi region.
 Measurement of customer satisfaction is complex subjects, which uses non-objectives
method, which is not reliable.
 The sample unit was also 40 respondents.

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  However, Renault Automobile showrooms are located in other places i.e. locally and
even in the neighboring states. Only opinion of respondents of Nerchowk (Mandi)
was consider for finding out the opinions of respondents.

DATA ANALYSIS & INTERPRETATION

Customer satisfaction

Table No. 1 Satisfaction towards Renault Duster.

Satisfied Dissatisfied
80% 20%

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Interpretation 1:

The sample drawn on probability basis shows that 80% of the customers were satisfied with
Duster variant and only 20% were not satisfied with duster variant.

Observation:

Most of the respondents approached were satisfied with Duster.

Table No: 2 Factors affecting customer satisfaction towards Renault duster

Factor No. of Respondent Percentage %

Feature 05 12
Low Maintenance 14 35
Comfort 07 18
Style 06 15
After Sales Service 08 20

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 Interpretation 2:

The sample drawn on the probability basis clearly shows that 35%
(14respondents) are the opinion that low maintenance is the satisfaction factor duster and 20
%( 8 respondents) of them who view After Sales Service as a vital factor for customer
satisfaction. Followed by Comfort which corresponds to 18 %( 7 respondents), Style with 15
%( 6 respondents) and only 12 %( 5 respondents) of them view that feature of Duster as
satisfaction factor.

Observation:

Majority of the respondent are of the idea that low maintenance of the top most feature
contributing to customer satisfaction followed by after sales services comfort style and
features As such, Renault should focus on the aspects, which will enhance the customer
satisfaction and thus the market share.

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Table No: 3 Customer opinions towards fuel consumption.

Factor No. of Respondent

Extremely Satisfied 10

Satisfied 20
Neutral 7
Dissatisfied 3

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Interpretation 3:

100% of the respondents 50% of the respondents approached were satisfied with the fuel
consumption of the Duster. Followed by 25% was extremely satisfied, 17% are neutral and
rest of the 8% is more dissatisfied with fuel consumption of Duster.

Observation:

As majority of the respondents are satisfied with the fuel consumption of Renault duster, the
company should maintain the same standard and it is suggested to come up with suitable
measure to reduce the negative opinion among the consumer who are of the opinion that the
fuel consumption is a dissatisfying factor.

Table No: 4 Customer opinions toward Safety and Comfort.

Factor No. of Respondent Percentage%

Extremely Satisfied 10 25%

Satisfied 20 50%
Neutral 08 20%
Dissatisfied 02 5%

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Interpretation 4:

100% of the respondents 50% of the respondents approached were satisfied with the safety
and comfort feature of the Duster. Followed by 25% was extremely satisfied, 20% are neutral
and rest of the 5% was dissatisfied with safety and comfort feature of Duter.

Observation:

As majority of the respondents are satisfied with the safety and comfort feature of Renault
Duster, the company should maintain the same standard and it is suggested to come up with
suitable measure to reduce the negative opinion among the consumer who are of the opinion
that the fuel consumption is a dissatisfying factor.

Table No: 5 Customer opinions toward Design.

Factor No. of Respondent Percentage%

Extremely Satisfied 08

Satisfied 16
Neutral 11
Dissatisfied 05

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Interpretation 5:

100% of respondents 40% of the respondents approached were satisfied with the Design of
the Duster. 20% were more satisfied, 27% of them neutral and 13% are dissatisfied with the
design of the Duster.

Observation:

As majority of the respondents are satisfied with the design of Renault Duster, the company
should maintain the same standard and it is suggested to come up with suitable measure to
reduce the negative opinion among the consumer who are of the opinion that the fuel
consumption is a dissatisfying factor.

Table No: 6 Customer opinions toward space availability in Renault Duster.

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 Factor No. of
Respondent
More Satisfied 11

Satisfied 21
Neither Satisfied and Dissatisfied 07
Dissatisfied 01

Interpretation 6:

The sample drawn on the probability basis shows that out of 100% of respondents 52% of the
respondents approached were satisfied with the space availability of the Duster. 27% were
more satisfied, 18% of neither satisfied and dissatisfied and 3% are dissatisfied with the space
availability of the Duster.

Observation:

As 70% of the respondents are happy with the space availability of the Renault Duster
vehicle, it can be conducted that the company has undertaken proper R&D in this aspect. The
30% of the respondents who have answered negatively may be comparing with the vehicle in
the same category launched very recently.

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Table No: 7 Customer satisfactions toward Maintenance of Renault Duster

Factor No. of Respondent

Extremely Satisfied 09

Satisfied 20
Neutral 08
Dissatisfied 03

Interpretation 7:

The sample drawn on the probability basis shows that out of 100% of respondents 50% of the
respondents approached were satisfied with the maintenance of the Bolero. 22% were
extremely satisfied, 20% of neutral and 8% are dissatisfied with the maintenance.

Observation:

Though majority of the customer are satisfied that the maintenance cost of Renault Duster is
less, around 20% are not satisfied which may be because of comparison of Duster with the
newly launched competing brands coming with even lower maintenance cost.

Table No: 8 Customer awareness about power steering.

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 Option No. of Respondent Percentage %
Aware 32 80
Unaware 08 20
Total 40 100

Interpretation 8:

Out of 100% of respondents, 80% of the respondents approached were aware of the power
steering present in some variant of Duster and 20% were not aware of the power steering
present in some variant of Duster.

Observation:

Most of the respondents approached were aware of power steering system introduced in some
variants of Duster.

Table No: 9 Customer

Factor No. of perceptions about
Respondent Duster.
Very Good 08

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Average 08
Bad 05
Very Bad -------
Interpretation 9:

The sample drawn on the probability basis shows that out of 100% of respondents 47% of the
respondents gave Good response toDuster. 20% gave Very Good response, 20% gave Average
response and 13% gave bad response to Duster.

Observation:

As 67% of the respondents are satisfied that they are happy with Duster, it satisfies
that the customer satisfaction levels are very high. If the company were to identify the
pitfalls in their product and undertake remedial measure, thus it will lead to more good word
of mouth publicity.

FINDINGS

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Based on the data gathered by administrating schedules to customers the following
observations are made.

1. Duster has excellent percentage of customer satisfaction according to the data shown
in table 1 of the data analysis and Interpretation topic.

2. Most of the people are satisfied with its low maintenance cost and after sales service
provided by Duster.

3. Based on the fuel consumption, most of the people are satisfied with it.

4. Based on Safety and Comfort, Design, Space, Maintenance most of the people are
satisfied with it.

5. Large numbers of Duster user are aware of its power steering.

6. If we took the satisfaction level of people toward Duster, it becomes good.

7. Its features and style satisfy most of the people.

RECOMMENDATION

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 1. Renault Company has to implement good customer relationship management
strategy that enhances customer satisfaction level.
2. The company can for the undertake R&D to improve the existing feature which field
help increase in the customer satisfaction.
3. The company should promote about the entire feature offered by it.
4. As majority of the customer give opinion that they are satisfied is the factor, services
and design of the product of the company should taken not only maintain the existing
standard but also enhance them.

CONCLUSION

1. Renault Duster has a very good market share in the area of Mandi for the SUV
segment.

2. The company is offering good services, which is reflected on the satisfaction of the
customer.

3. Majority of the customer are satisfied with the design of the vehicle.

4. Company provided good facility of employees for his job

5. Renalt Limited offers an environment for professional growth for every employee.

BIBLIOGRAPHY

www.renault.com

ww.renaultduster.com

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 www.google.com

www.indiaindustry.com

QUESTIONNAIRE

Customer Satisfaction Questionnaire

a) Name ………………….. b) Occupation ………………………………..

c) Age …………………….. d) Income…………………………………….

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e) Address:-……………………………………………………………………………..

1) Are you a satisfied with Renault?

a. Yes

b. No

2) If “Yes” Which factor you consider is satisfies you most?

a. Feature

b. Low Maintenance

c. Looks

d. After Sales Service

3) Are you satisfy with the fuel consumption of duster?

a. Extremely Satisfied

b. Satisfied

c. Neutral

d. Dissatisfied

4) Are you satisfied with the Safety and Comfort of Duster?

a. Extremely Satisfied

b. Satisfied

c. Neutral

d. Dissatisfied

5) Are you satisfied with the Design?

a. Extremely Satisfied

b. Satisfied

c. Neutral

d. Dissatisfied

6) Are you satisfied with space available in Renault?

a. Extremely Satisfied

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b. Satisfied

c. Nor Satisfied & Dissatisfied

d. Dissatisfied

7) Are you satisfied with Maintenance cost?

a. Extremely Satisfied

b. Satisfied

c. Neutral

d. Dissatisfied

8) Are you aware about power steering present in Renault?

a. Yes

b. No

9) Your general perception about Renault.

a. Very Good

b. Good

c. Average

d. Bad

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