Note: This data was collected in 2011-12 by the company for Shakti pumps

Project Performance
Sulze r KB L 79 80 81 80 KSB 78 78 80 Dynamatic 75 75 71 Shakti 74 70 72 72

Pre Order Activity Performance Management of project milestones

77 80 77 78

Average
Pre Order Activity Responding to enquiries Offer/quotation document* Clarity of offer/quotation* Technical competence of sales people

78.66666667 73.66666667

82 74 73 79 77

82 76 77 80 78.75

81 76 75 79 77.75

78 73 74 75 75

79 72 70 74 73.75

Average
Performance On time Delivery performance Complete and ontime documentation Delivery quality Lead-time for delivery

79 82 80 80 80.25

80 81 79 80 80

79 79 78 77 78.25

74 73 77 75 74.75

71 73 67 70 70.25

Average
Management of project milestones Response to technical queries Proactive communication Achievement of milestones*

78 77 76 77

79 84 80 81

78 80 82 80

75 67 71 71

70 73 74 72.33333333

Average

Figure:-1 Source :- Consumer satisfaction survey conducted by AC Nielsen ORG-MARG

Product
Sulze r KB L 85 84 82 79 72 83 80 KSB 81 82 83 78 77 82 80.5 Dynamatic 78 80 81 79 72 80 Shakti 77 81 79 75 75 80

Portfolio fit Ability to meet specifications * Adherence to industry standards Infield Product Performance Aesthetics Packing * Average

82 79 85 81 72 78 79.5

78.3333333 77.8333333

Figure:-2 Source :- Consumer satisfaction survey conducted by AC Nielsen ORG-MARG

Price & commercial terms

Sulze r KB L 74 73 70 73 72.5 KSB 74 70 73 71 72 Dynamatic 71 70 65 70 69 Shakti 73 71 69 71 71

Price Competitiveness Operating Cost* Maintenance cost* Payment Terms Average

73 69 69 70 70.25

Figure:-3 Source :- Consumer satisfaction survey conducted by AC Nielsen ORG-MARG

Service & Support

Sulze r KBL 71 76 72 71 72.5 KSB 71 76 71 71 72.25 Dynamatic 70 74 69 71 71 Shakti 68 74 67 69 69.5

Service Professionalism of service team Responsiveness Relationship management Average

70 75 70 70 71.25

Service
Installation and commissioning Quality of spare part, repairs and services* Reliability in service* On time delivery Performance Availability of urgently needed parts * Availability and quality of local services* Trouble shooting Flexibility with specific needs Training provided * Average
71 73 69 73 72 66 67 72 65 69.77777778 75 82 71 73 75 75.25 71 76 76 74 70 65 69 71 70 71.33333333 76 80 70 76 79 76.25 70 76 74 70 76 70 69 65 70 71.11111111 76 76 73 76 80 76.25 73 74 69 70 67 68 70 71 68 70 74 75 80 63 77 73.75 69 71 67 69 68 65 69 65 68 67.88888889 74 77 70 72 76 73.75

Professionalism of service team

Attitude and helpfulness Quality of workmanship services Technical competence and support Communication and courtesy* Average

Responsiveness
Response to service calls Speed of solving problems* Response to spare part enquiries Average

70 76 65 70 70.33333333 70 84 65 60 69.66666667

72 72 73 72 72.33333333 71 74 70 69 71

71 73 69 72 71.33333333 71 78 70 66 71.33333333

69 70 68 69 69 70 77 68 67 70.66666667

67 69 67 66 67.33333333 69 75 68 64 69

Relationship management
General attitude Communication* Technical support* Average

Figure:-5 Source :- Consumer satisfaction survey conducted by AC Nielsen ORG-MARG

Image
Sulze r KB L 74 79 76 79 77 74 78 Shakti 68 70 69 71 69 70 73 70 KSB 72 77 76 80 74 71 78 Dynamatic 70 68 76 77 69 72 74

Customer oriented attitude ** being a market leader* Being fair in business dealings Quality oriented Progressive Trustworthiness Value for money* Average

71 73 74 77 77 72 73

73.85714286 76.71428571

75.42857143 72.28571429

Figure:-5 Source :- Consumer satisfaction survey conducted by AC Nielsen ORG-MARG

Overall
Sulzer KBL 80 80 73 73 77 76.6 KSB 79 81 73 72 70 75 Dynamatic 74 78 71 69 75 73.4 Shakti 72 78 70 71 72 72.6

Project performance Product Service & Support Price & commercial terms Image Average

78 80 71 70 74 74.6

Figure:-6 Source :- Consumer satisfaction survey conducted by AC Nielsen ORG-MARG