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PROJECT REPORT

CUSTOMER SATISFACTION
ON
BHARAT GAS

Bharatgas - Providing Customer Delight to over 30 million Homes!


History
LPG as a household cooking fuel was introduced by erstwhile Burmah Shell under the brand
name Burshane in mid 1955. The journey of LPG as a domestic fuel continued with
Burmah Shell until the Government nationalized the Company Burmah Shell to become
Bharat Petroleum.
Bharatgas from Bharat Petroleum has dominated the LP Gas market in India for over three
decades. It was indeed a great challenge for Bharatgas to replace Burshane as a brand name
since Burshane had become a generic name in the country for LPG. Bharat Petroleum's
inspiration to meet every challenge drove them to work towards establishing Bharatgas as a
dominant brand.

Achievements
Market research helped in understanding the strength of the brand and out lining the way forward.
One of the major changes was to create a Strategic Business Unit to deal with Bharatgas. Soon
programmes totally focused on meeting customers need were drawn up.

A pioneer in more ways than one, Bharatgas has brought many innovative offerings to the
customers.
The Corporation was quick to realize the need to look at the needs of the Urban and the Rural
customer differently.
Over the years, the urban Market reach was very large, the customer more sensitive. Whereas, it
was a herculean task to reach the rural consumers primarily due to inhabitation being spread over
very far flung areas unlike the congested urban areas, thereby creating a logistic challenge. Having
understood the needs of the two different segments, Bharatgas undertook various initiatives.

Urban
Customer initiatives included launch of an exclusive website www.ebharatgas.com to provide
convenience of booking Bharatgas On Line to customers. The website also provides a

feed back system enabling the consumers to directly speak to the Organisation. Other methods
of booking through IVR systems and drop boxes placed at busy locations in town were also
introduced. Booking of Bharatgas is also made available through SMS facility.

Rural
Areas are serviced by the Bharatgas Rural Marketing Vehicles (RMV), comprising of tank truck
and the mobile filling unit. These RMVs service rural areas, where the traditional distributorship
network was not present. The RMVs instill great customer confidence as they can see their
cylinders being filled in their presence and checked for safety.

The promise of reaching a sound cylinder with the right Q&Q is indeed fulfilled!
Rural marketing having gathered momentum in India had many MNCs set up rural
infrastructure to reach their own product. ITCs e-choupal initiatives and the DCM groups
Hariyali Kisan Bazar, are such initiatives. Bharatgas has leveraged the opportunity to utilize
their infrastructure to reach LPG to deep interior rural areas.

Industrial
Customers too have been our focus. Bharatgas has demonstrated the various applications of
the wonder fuel LPG for innovative uses in various Industries.

Bharatgas has also introduced various pack sizes to suit the different types of customers.

Piped LPG
It is another first from Bharatgas.
Well accepted by major Realty Developers, Bharatgas piped LPG system for multi-storied
apartments and shopping malls is gaining popularity.

Value Added Service

This was in recognition of the need to provide the housewife relief from mundane
chores of household shopping for low involvement products; the Beyond LPG
initiative was launched to provide value to the customers.

This involved the Organisation entering into corporate tie-ups with reputed brands
and making available through the distributorship network FMCG as well as home
appliances and kitchenware at attractive discounts - all home delivered to the
consumers.
The initiative soon gathered momentum and became a successful business model providing
value not only to the consumers but the network as well as the Partner Companies. For
Bharat Petroleum it was another successful business venture within 5 years with the
involvement of over 25% of the distributors voluntarily participating in the business and
setting up Bharatgas Shoppes with attractive display of product creating a comfortable
shopping environment a far cry from the typical showroom of an LPG distributor.

Bharat Metal Cutting Gas (BMCG)


an innovative product is the result of continuous research. An efficient and cost effective
substitute for Acetylene, it is indeed a revolutionary product for the cutting and brazing
industry.

The success of the product is not limited to the Indian shores but has traveled to countries
in the middle-east as well as Africa.

Leveraging Technology
Harnessing technology has always been on the forefront for maximizing efficiency and
achieving greater customer satisfaction.

An exclusive website www.ebharatgas.com providing the convenience of booking


Bharatgas On Line alongwith information about the product, its uses, safety and
conservation tips as well as huge collection of recipes is a popular site for women.

The website also provides a feed back system enabling the consumers to directly speak to
the Organisation. Booking of Bharatgas has also been made available through SMS facility.

At the back end, over a decade back the distribution network operation was completely
computerized, streamlining operating practices and enhancing efficiency at the
distributorship level along with a professional outlook. Customer focus being a very core
objective of the brand, Bharatgas constantly explores opportunities to relate to the
customers.
Internally too, process the systems within the Organisation are continuously reviewed and
improved to get the best output for the customers. The state of the art 49 modern filling
plants demonstrate the use of technology to provide the customers the best of products and
services! Bharatgas undertook an exercise for Bench Marking the best practices, within
Bharat Petroleum, the Oil Industry and global practices for adoption in the Organisation.
This has certainly further improved the performance of the brand.
Knowledge being a great strength with the employees, Bharatgas looked at the opportunities
of providing consultancy services in developing nations for LPG project covering setting up
of the facility as well as training.
Continuous communications with the network and employees is recognized as an important
means to raise the bar. A bi-monthly publication Bharatgas Times- an e-magazine
promotes sharing of best practices and encourages people towards healthy competition in
business and in partnering social objective programmes, thus creating a better society and
upgrading the levels of the individual, both in terms of thoughts and actions.

Recognition
In house training and involvement in recognizing creative and innovative challenges is a major
objective. Bharatgas continuously supports innovative ideas by replicating the success story in
one area to the rest of the areas. Similarly, the network is continuously energized with
recognition and rewards.
Accolades and Awards have come to Bharatgas in good measure. Recognition for high Safety
standards from Oil Industry Safety Directorate (OISD) has been accorded along with a large
number of Bottling plants receiving various awards for environment and safety as well
distributors receiving customer service awards from institutions.

Environment & Safety


The brand just does not limit itself to products and services it reaches out to belong and be part of
the social fabric engaging in life giving and enhancing the quality of life of the less fortunate.
Bharat Gas Employees as well as the network are engaged in various activities such as helping
victims of the natural calamities or acts of insurgence and terrorism .

Initiatives like health checkup camps, eye camps, blood donation drives, providing free spectacles
as well as medicines for those who cannot afford is undertaken. Greening initiatives, Global
warming and other environmental issues to save the planet form part of the brands regular
initiatives.

Brand Values
Team Bharatgas believes that providing value added services to customers will be the ultimate
differentiator in the market place. Understanding customer behavior and tracking their aspirations
hold the key to success! This conviction drives us to continuously innovate to provide offering
that make a difference to the customers. Customer convenience is at the core of every action.
www.ebharatgas.com

THINGS YOU DIDNT KNOW ABOUT "Bharatgas" :

Present in over 30 million homes.

Facilities to book your re-fill cylinders on-line and through SMS.

FMCG and home appliances are available at attractive discounts from your
Bharatgas distributors.

Bharat Metal Cutting Gas -a very cost effective efficient fuel for cutting and
brazing operations, a product from Bharat gas.
www.ebharatgas.com the only exclusive website for LPG consumers offering a

host of information.

49 modern filling plants to bottle Bharat gas cylinders.

Our Vision

To become market leaders in Customer Service with the highest customer


satisfaction index, and the highest safety standards.
Our Mission

To make Bharat gas a dominant brand in the segments we market, by becoming


trendsetters in Customer Service, Safety and Quality.

Our Team Structure

Awards & Accolades


Bharat Petroleums LPG Business has received an overwhelming recognition across
the decade.

The Oil Industry Safety Awards


were instituted in order to inculcate competitiveness among oil companies to
improve their safety performance.
Safety performance of the competing organizations / installations is evaluated with the
help of a new criteria developed at OISD which takes into consideration, the total loss
concept i.e. fatalities, fires, lost time, direct & indirect losses etc. and also the hazard
potentials.

BPCL LPG has been winners of this prestigious award for 12 times during the
years

2009-2010

1999-2000

2008-2009

1997-1998

2005-2006

1995-1996

2004-2005

1994-1995

2001-2002

1993-1994

2000-2001

1992-1993

Other Prominent Awards received by different LPG Plants and Territories are
2010-11
Kurnool plant was awarded the Best managed plant by The Government of AP.
Coimbatore and Bangalore LPG plants were the recipients of the Srishti Green
Governance award
Dharwad LPG Bottling Plant has won the National Safety Council of India Safety
Award PRASHANSA PATRA (4TH Level Award) for the year 2009.
Dharwad maintained their position as the No.1 LPG Bottling Plant in the country as
per NSCI Award Merit List for the second consecutive year.

2009-10
Dharwad,Trivandrum ,Mangalore& Bangalore LPG Plants were winners of the
National Safety Council of India Safety Award
Gummudipundi LPG Plant won the best workers award from the Tamil Nadu State
Govt.
Tanjore LPG Plant was awarded the Best Industrial location in Tamil Nadu from
the Tamil Nadu State Govt.
Hariyala LPG Plant was conferred the Greentech Foundation award - Silver award

for 2009
Solapur LPG Plant received the Certificate of Merit - National Safety Council for
the year 2009.
Wai Plant awarded the National safety council Maharashtra Chapter Award for
2009-10
Surat LPG Plant was awarded the Silver Award in Petroleum Storage and
Distribution Sector for outstanding achievement in Safety Management by NSCI in
2008-09

2008-09
Durgapur LPG Plant were Winners of the live Fire Fighting Competition organized
by Department of Factories in Durgapur in 2008-09
Trivandrum LPG plant has bagged the First Prize for safety from Kerala
Government .
Hariyala LPG Plant was conferred the Greentech Foundation award - Silver award
for 2008
Jalgaon LPG Plant was awarded the National Safety Council Maharashtra Chapter,
Safety award in Storage Handling & Distribution of Petroleum products for 2008
Dharward LPG plant has won second prize for safety from Karnataka Government.
Bengaluru LPG plant has won the Token of appreciation from Karnataka
Government for safety.
Dharward LPG Plant employees have won First Prize for Dharward-Hubli Region
for Safety Quiz conducted by Karnataka Government
Solapur LPG Plant received the Certificate of Merit - National Safety Council for
the year 2008.
Wai Plant awarded the National safety council Maharashtra Chapter Award for
2008-09
Pune LPG Plant awarded National Safety Council - Maharashtra Chapter 2008-09

Nasik LPG Plant awarded Maharashtra NSC Safety Award for the year 2008-09

2007-08
Surat LPG Plant Gujarat State Safety Award for achieving 10 lakh accident free
Man- hours.( By Gujarat Safety Council - Chapter of NSCI.)in 2007-08
Uluberia LPG Plant awarded Certificate of Appreciation from : Greentech
Environment Excellence Award
Dharwad was awarded the state level prize for best performance in safety in
Small Industry Category by Dept of Factories & Boilers, Karnataka
Bangalore LPG Plant has been awarded Certificate of Excellence for HSE
activities by Dept of Factories & Boilers, Karnataka
Mr. Pradeep Tandel, Operator, Dharwad Plant has been adjudged winner of the
safety quiz competition conducted by Hubli Division of Dept of Factories &
Boilers, Karnataka
Uran LPG Plant received National safety council Maharashtra Chapter for 2008
Piyala Territory received the Special prize in Petrotech 2007 photo exhibition.
Piyala LPG PLant won the Greentech environment excellence silver award 2007.
Allahabad Territory received a citation from Forest Dept, Govt of Uttar Pradesh
for having planted 5000 trees on a single day inside Allahabad LPG Plant on 31st
July '07.
Ahmedabad LPG Territory won the Best Managed Company Award by Gujarat
State LPG distributors Federation in 2007-08
Jalgaon LPG Plant was awarded the National Safety Council Maharashtra Chapter,
Safety award in Storage Handling & Distribution of Petroleum products for 2007
Solapur LPG Plant received the Certificate of Merit - National Safety Council for
the years 2007.
Wai Plant awarded the National safety council Maharashtra Chapter Award for
2007-08.

Nagpur LPG Plant awarded National Safety Council Maharashtra Chapter award
for Meritorious Performance in Industrial Safety in 2008.
Nasik LPG Plant awarded Maharashtra NSC Safety Award for the year 2007-08

2006-07
Bangalore LPG Plant bagged the second prize for the safest industry under Small
Industry Category by Dept of Factories & Boilers, Karnataka
Two of our employees of Tuticorin LPG Plant secured prizes for the best slogan
competition conducted by National Productivity council Tamil Nadu Chapter
One employee of Chennai LPG Plant got third prize for best innovative employee
from Tamil Nadu Govt
Uran LPG Plant received National safety council Maharashtra Chapter for 2007 &
2008
Kolkata LPG Plant received the Certificate of appreciation in the Greentech
Environment Awards in 2007
Jalgaon LPG Plant won the Maharashtra Safety Award By National Safety Council
For Year 2006.
Lalru LPG Plant Safety Award for the Year 2006 from Directorate of Factories,
Punjab & Punjab Industrial Safety Council.
Bangalore LPG Plant awarded Best Safe Plant , IInd Prize by Govt. of Karnataka,
Ministry of Labour, Dept.of Factories & Boilers for the year 2006.
Tuticorin LPG Plant - Mr.P.K.Arumugaperumal, won II prize in Slogan
competition- (Tamil) & Mr.G.Thitunavukkarasu won consolation prize in Slogan
competition (English) in the competition conducted by National Safety CouncilTamil Nadu chapter:
Jalgaon LPG Plant was awarded the National Safety Council Maharashtra Chapter,
Safety award in Storage Handling & Distribution of Petroleum products for 2006
Solapur LPG Plant received the Certificate of Merit - National Safety Council for

the years 2006


Wai Plant awarded the National safety council Maharashtra Chapter Award for
2006-07
Nagpur LPG Plant awarded National Safety Council Maharashtra Chapter award
for Meritorious Performance in Industrial Safety in 2006-07

2005-06
Khurda LPG Plant received Orissa State Safety Award on Lowest weighted
frequency rate of accident by Director of Factories & Boilers, Orissa.
Lalru LPG Plant received the Safety Award for the Year 2005 from Directorate of
Factories, Punjab & Punjab Industrial Safety Council.
Wai LPG Plant received awards from National Safety Council Maharashtra Chapter
for Meritorious performance in Industrial Safety for 2005-06
Surat LPG Plant has bagged the Certificate of Appreciation for the year 2005 from
Gujarat State Safety Council under Category II group of Industries.

2004-05
Khurda LPG Plant received Orissa State Safety Award on Lowest weighted
frequency rate of accident by Director of Factories & Boilers, Orissa on 27.11.2004
Wai LPG Plant received awards from National Safety Council Maharashtra Chapter
for Meritorious performance in Industrial Safety for 2004-05
Jalgaon LPG Plant won the Maharashtra Safety Award By National Safety Council
For Year 2005.

2003-04
Wai LPG Plant received awards from National Safety Council Maharashtra Chapter
for Meritorious performance in Industrial Safety for 2003-04
Jalgaon LPG Plant won the Maharashtra Safety Award By National Safety Council

For Year 2004.


Udaipur LPG Plant Awarded The Best Industrial Unit Of Mewar Region By
Chamber Of Commerce For The Year 2003-04.
Udaipur LPG Plant Awarded The Best Industrial Unit For Environment
Conservation By Rotary Club Udaipur For The Year 2003-04.
Chennai LPG Plant employee, Mr.S.K.Manikavasagam was awarded with Uyarndha
Uzhappalar i.e. Best Worker award from the Factories Department Govt. of Tamil
Nadu for the year 2003-04.

2002-03
Khurda LPG Plant received Orissa State Safety Award on Best performance in
safety & environment by Director of Factories & Boilers, Orissa on 24.05.2003
Wai LPG Plant received awards from National Safety Council Maharashtra Chapter
for Meritorious performance in Industrial Safety for 2002-03
Jalgaon LPG Plant won the Maharashtra Safety Award By National Safety Council
For Year 2003.
Jhansi LPG Plant received the prestigious Bharatiya Rastriya Suraksha Parishad,
Suraksha Puraskar- 2003 on the basis of evaluation of Performance for the Past
three years 2003.

2001-02
Kurnool LPG Territory has been awarded The certificate of commendation" by
Kurnool District Consumers Protection Council for the services provided to the
customers consecutively for the years 2001-02 and 2002-03.
Roorkee Territory distributor M/s. Pushpak Gas Service, Hardwar was facilitated by
Vishva Upbhokta Sangathan, Saharanpur for Uttam Grahak Seva in a function held
at Hardwar for the year.
Wai LPG Plant have been awarded "Certificate of Merit" for "Meritorious
performance in Safety in the Maharastra Safety Awards Competition - 2002".

Solapur LPG Plant have been awarded "Certificate of Merit" for "Meritorious
performance in Safety in the Maharashtra Safety Awards Competition - 2002".
Wai LPG Plant received awards from National Safety Council Maharashtra Chapter
for Meritorious performance in Industrial Safety for 2001-02.
Jalgaon LPG Plant won the Runner Up Customer Choice Award For The Year
2001-02.
Jalgaon LPG Plant won the Maharashtra Safety Award By National Safety Council
For Year 2002.

Products :
INDUSTRIAL LPG
AUTO LPG
PIPED LPG
BHARAT META CUTTING GAS

Industrial LPG

LPG touches our lives in so many ways although we are unaware of it. From
Commercial establishments to Chemical Industries, from housing to health, from
garments to glass, from livestock to hospitality, Bharatgas plays its role along
the way in making your products superior, durable and simply the best. A few
industries using LPG are listed below:

Crispy Biscuits Confectionery


Poultry
Textile Industry
Steel
Pharmaceuticals

Glass
Hotel Industry
Reticulated Piping
Paint drying
Dal mill
Goldsmiths favourite
Crispy Biscuits & Confectionery
LPG is widely used to manufacture Crisp Biscuits, Soft Bread, Fluffy Pastries,
Light Khari, Spongy Cakes and all types of cream and bakery products of super
quality.

Precision control of temperature and low sulphur content in LPG makes the
product palatable and passes all Statutory tests for human consumption.

Poultry
Dont count your chickens before they are hatched, but with Bharatgas you can.

With Bharatgas you get uniform and localized heating during the first five weeks
both during summer and winter. The advantages of LPG in chicken brooding
are :

Better heat control.


Rapid drying of litter.
The power failures in rural areas is very high resulting in heat failures, but
with LPG as the source of fuel this risk is eliminated.
Direct view of chicks; the heaters dont take any floor area.
Very low LPG consumption of approx. 60 gms per hour or 50 paise per bird
in winter.

Textile Industry
Has it ever occurred to you that to produce the textiles youre wearing, LPG
plays a significant role? The four main steps in the production of textile fabric:
Preparation of fabric
Spinning
Weaving
Finishing which includes Singeing, Bleaching, Dyeing, Printing,
Calendering etc.
Each of these processes requires a heating source. Steam though mostly used is
not hot enough for certain operations so LPG or electricity is usually needed in
the Finishing process. LPG is better because the heat is more concentrated. The
reflectors do not have to be polished and heaters do not burn out.

Steel
Bharatgas steals the show in the Steel Industry.
Heat treatment of metals normally refers to any process involving heating and
cooling of the solid metal with the aim of modifying its physical properties but
without the intention of changing its chemical composition.
Bharatgas easily meets these requirements so steel majors have stuck to
Bharatgas over the years for all their fuel needs.

Pharmaceuticals
Just what the doctor ordered Bharatgas from Bharat Petroleum.
LPG is used to join glass components to form a single object. Bharatgas is
preferred because a clean flame is obtained which can be adjusted to the desired
size and shape useful in the production of ampoules.

Glass
In the summer heat when you reach for a thirst quencher, remember Bharatgas
has gone into making the bottles that hold these great refreshers.
As seen here re-heating of melted glassware in a special furnace is done before
shaping operations. When making complicated shapes the glassware may have
to be reheated several times to keep it malleable. LPG is generally used because
the firing rate is not very high and combustion must be free of carbon.
Glass Annealing:
Annealing glassware after manufacture. The cooling rate is very important
because strains will be set up in the glass if it cools at undesired rate. Annealing
is done in normally long ovens with the glass traveling through on a steel
conveyor belt. Bharatgas is used for direct firing and for finer temperature
control.

Glass Melting:
The glass is passed through Bharatgas flames for one or more of the following
reasons:

Round off sharp edges

Smooth off gob marks or grinding marks

Seal cracks

Increase surface luster

Heating jobs to remove cutting marks

Hotel Industry

The cup that cheers


The meal that satisfies
The mouth watering delicacies

Thanks to BharatgasBharatgas is associated with top brand names in the


hotel industry. Normally 90% of hotel use LPG for cooking, no matter what
you serve, Continental,

Reticulated Piping
LPG at the turn of a tap so quick, so convenient. Cooking was never easier.
Thanks to the reticulated piped gas available in several homes today, Bharatgas is
available at the turn of a tap. It ensures increased safety and valuable space
saving in the kitchen. It eliminates cylinder refill booking and handling. Saving
of time and no need to block money for a 2nd cylinder.

Paint drying
LPG application in paint drying has got distinct advantage over conventional
drying ovens.

The hot air is generated which is free from particulate matter, leaves no ash and
temperature control is precise. The final quality of paint in the baking oven is
uniform. The result is excellent surface finish and gloss.

Dal mill

The conventional method of grain drying is process of


sun - drying or passing of flue gases through the bed of
grain. The modern method of grain drying is by LPG
Firing system which improves the drying process and
also gives no. 1 quality of the grain.

As the grains are of edible quality, LPG does not


leave any ash or carbon particles on the grains and does

not produce any foul odour on the finished surface thus


fetching better market price.
Be it food, clothing or shelter, the basic need of human beings and more,
LPG plays a part in the production process. In several industries today LPG
contributes to generate a superior product.

Piped LPG
Assistance in Designing and Commissioning of Reticulated supply of LPG (Piped LPG
supply in residential complexes)
Reticulated system is supplying LPG through pipeline network from a centralized cylinder
bank or bulk installation to the customer's kitchen. The system is designed through multiple
pressure regulation stages to reach LPG to the users at low pressure to make it safer.

What are its advantages?


It provides continuous supply of gas at the turn of tap
Eliminates cylinder refill booking
No need for cylinder handling and possible damage of the floor/ lift
Easy and effortless operation with increased convenience
Increased safety in the kitchen
Valuable space saving in the kitchen
Payment as per actual consumption of gas through gas meters
Saving of time and no need to block money for 2nd cylinder

Has the system been tried and proved?


Bharat Petroleum is associated with a large number of mega Housing projects with
various reputed builders in all metro cities as well as major cities of the country in
providing piped LPG.

What can BHARAT PETROLEUM offer you?


BHARAT PETROLEUM will offer assistance in design of the system.
Arrange to installation and commissioning of the system.
Assure continuous supply LP Gas.
Arrange periodical inspection and maintenance of the facility through BPCL network.
After sales service and support through the wide Distributor network.
Hands-on training to the consumers.
24- Hour Emergency Service.

AUTO LPG
With the menace of rising vehicular pollution, use of LPG as an auto fuel was proposed as
a pollution abatement measure.

LPG being a clean environmentally friendly fuel, if the vehicles are fuelled with LPG, air
pollution will reduce to a great extent.

Bharat Petroleum was the first Oil Company to take the initiative for setting up of an Auto
LPG Dispensing Station (ALDS) and run vehicles on LPG as a pilot project in Delhi in
October 99.

We have today 79 Auto LPG Dispensing Stations (ALDS) in various cities (including metros)
in the country.

BHARAT METAL CUTTING GAS

CUT COSTS WHEN YOU CUT METAL

A revolution in the world of metal cutting.

Traditionally in our country, cutting of metal or sheets has been done using OxyAcetylene
mixture. Acetylene is expensive and has supply constraints. Bharat Petroleum Corporation
Limited painstakingly studied the needs of industries which need to cut metal and came up
with Bharat Metal Cutting Gas (BMCG) as the ideal substitute for Acetylene. BMCG
offer
superior cutting at an incredibly low cost. Launched for the first time in India, BMCG can
cut
metal easily which makes it ideal for metal cutting and brazing application.
BMCG is already the preferred choice of customers like SAIL, BHEL, BEML, Cochin &
Hindustan Ship Yards, Metro rail, Indian Railways, L&T, Godrej & Boyce, Singareni
Collieries etc.

BMCG has been accredited by leading agencies like Welding Research Institute (WRI),
Trichy; Research Designs and Standards Organization (RDSO), Lucknow; and Naval
Materials Research Laboratory, Ambernath.

BHARAT GAS AGENCY SWOT


STRENGHTS:
1) Good Showroom / Godwan
2) Good Impression from the customers .
3) Good infrastructure
4) Excellent Management/ Man Power & Service
5) Huge area covering all villages & town of entire LUDHIANA.

WEAKNESS:
1)

Short supply from the company due to subsidy concern.

2)

Increasing customer and requirement versus supply.

OPPORTUNITIES:
Can capture rural areas when they are going to launch their new sub agency.
The dealers can go for diversification.
The dealers can conduct exchange promotional activities to increase its sales.
Potential marker in low-income group and rural areas.

THREATS:
Ever changing market trends.
Competition from other models.
Globalization and privatization
Any sudden change in Government policy may affect the sales.
New incentive from competitors like price and quality.
Change in market that is from sellers market to buyers market.

INTRODUCTION TO THE
TOPIC

CUSTOMER:
Customers are the most important people for any organization. They are the resource on which
not only the success, but the entire existence of any business depends.
A customer, also client, buyer or purchaser is usually used to refer to a current or potential buyer
or user of the products of an individual or organization, mostly called the supplier or seller.
However the term customer also includes by extension anyone who uses or experiences the
services of another.
The word derives from "custom," meaning "habit"; a customer was someone who frequented a
particular shop, who made it a habit to purchase goods of the sort the shop sold there rather than
elsewhere, and with whom the shopkeeper had to maintain a relationship to keep his or her
"custom," meaning expected purchases in the future.
The clichs "customer is king" or "customer is god" or "the customer is always right" are most
frequently used in the marketing world and also indicate the importance of customers to
businesses.
The importance of the customers for any business can be understood by looking at the huge
expenditures that are being incurred by various companies for satisfying and retaining their
customers.
Before discussing further about customer and customer satisfaction we should first try and
understand the meaning of the word Customer.

DEFINITION OF CUSTOMER:

DEFINITION 1:
According to Shri. Mohandas Karamchand Gandhi, the father of nation,
A customer is not an outsider to our business. He is a definite part of it. A customer is not an
interruption of our work. He is the purpose of it. A customer is doing us a favour by letting us

serve him. We are not doing him any favour. A customer is not a cold statistic; he is a flesh and
blood human being with feelings and emotions like our own. A customer is not someone to argue
or match wits with. He deserves courteous and attentive treatment. A customer is not dependent
on us. We are dependent on him. A customer brings us his wants. It is our job to handle them
properly and profitably both to him and us. A customer makes it possible to pay our salary,
whether we are a driver, plant or an office employee.

DEFINITION 2:
Peter Drucker, a well known management expert, defined customers as:
A person who purchases the product from the marketer or from the retailer or from the
wholesaler.

DEFINITION 3:
John marsh, Director General, British Institute of management, defines customer as:
A person or organization that a marketer believes will benefit from the goods and services
offered by the marketers organization.

As these above definitions suggest, a customer is not necessarily someone who is currently
purchasing from the marketer. In fact, customers may fall into one of three customer groups:

Existing Customers Consists of customers who have purchased or otherwise used an

organizations goods or services, typically within a designated period of time. Existing


Customers are by far the most important of the three customer groups since they have a current
relationship with a company and, consequently, they give a company a reason to remain in
contact with them. Getting these Existing Customers to purchase more is significantly less
expensive and time consuming than finding new customers mainly because they know and

hopefully trust the marketer and, if managed correctly, are easy to reach with promotional
appeals.

Former Customers This group consists of those who have formerly had relations with

the marketing organization typically through a previous purchase. However, the marketer no
longer feels the customer is an Existing Customer either because they have not purchased from
the marketer within a certain timeframe or through other indications. The value of this group to
a marketer will depend on whether the customers previous relationship was considered
satisfactory to the customer or the marketer.

Potential Customers The third category of customers includes those who have yet to

purchase but possess what the marketer believes are the requirements to eventually become
Existing Customers. These requirements to become a customer include such issues as having a
need for a product, possessing the financial means to buy, and having the authority to make a
buying decision. Locating Potential Customers is an ongoing process for two reasons. First,
Existing Customers may become Former Customers and, thus, must be replaced by new
customers. Second, while we noted above that Existing Customers are the best source for future
sales, it is new customers that are needed in order for a business to significantly expand.
Once we have understood who a customer is, it is necessary to understand what customer
satisfaction is and why it is important.

Customer Profiling:
Customer profile may be defined as customer description that includes demographic,
geographic and psychographic characteristics, buying pattern, creditworthiness, purchase
history etc. This description may include information pertaining to the income level,
Occupation, level of education, age, gender, hobbies, and/or area of residence. For example,
magazine advertising salespeople provide advertisers with customer profiles describing the
type of person who will be exposed to the advertisements in that magazine. The description
may include income, occupation, level of income, occupation, level of education, age,
gender, hobbies, area of residence etc.

These customer profiles which are built by the companies help them to understand their
customers better. Using this customer profile the companies are able to identify and
segment their potential customers.
CUSTOMER SATISFACTION:
The word "satisfaction" comes from the Latin words satis (enough) and facere (to do or
make). These words suggest the true meaning of satisfaction, which is fulfillment.
Managerially, fulfillment usually translates to solving problem & satisfying the customer is
not enough. To produce high level of customer loyalty, businesses need to move beyond
more satisfaction, to customer delight.

The Purpose of Business:


Peter F. Drucker, considered to be one of the leading management gurus in the world,
believes that the purpose of business to create and then retain a satisfied customer.
Although firms have to make money, Drucker argues that making money is a necessity and
not a purpose. It is, in fact, the end result, a desirable outcome of creating a satisfied
customer. Theodore Levitt, a Harvard Business School Professor, who explains this by an
analogy with human beings, expresses similar sentiment - all humans have to eat to survive,
but eating is not their purpose. Furthermore, making money does not provide a legitimate
reason for society to support the moneymaking enterprise. A society supports businesses
because they serve its member by catering to their needs to leave them satisfied. If a firm
dissatisfies customers, then not only will these specific customers stop buying from the
firm, but the society at large will condemn the firm and may even penalize it - to the point
of its extinction. In response to such messages, co part of the corporate mission, and utilizes
an understanding of customer behavior as input to all its marketing plans & decisions.

Definition of Customer satisfaction:


Rather than a single definition, it would be appropriate to have a look at various definitions
given by some of the leading management gurus of the world. As it would help us to understand
the concept of Customer satisfaction in a better manner.

DEFINITION 1:

A famous economist, Karl E. Case defines Customer satisfaction as:


Equivalent to making sure that product and service performance meets customer expectations.

DEFINITION 2:
According to K. Keller :
Customer satisfaction is the perception of the customer that the outcome of a business
transaction is equal to or greater than his/her expectation.
DEFINITION 3:
According to Sir Peter Parker:
Customer satisfaction occurs when the acquisition of products and or services provides a
minimum negative departure from expectations when compared with other acquisitions.

DEFINITION 4:
As Leon G. Schiffman says:
Customer satisfaction is an individuals perception of the performance of the product or service
in relation to his or her expectations.

DEFINITION 5:
Whereas according to Dr. Philip Kotler:
Customer satisfaction occurs when the perception of the reward from the purchase of goods or
services by the customer meets or exceeds his/her perceived sacrifice. The perception is a
consequence of matching past purchase and consumption experience with the current purchase.

Measuring customer satisfaction:


There are several ways to gather input from customers. The simplest way to find out how
customers feel and what they want, is to ask them. If you have only 20 customers, you can talk
to each one personally. The advantage of this approach is that you'll get a personal "feel" for
each customer. The disadvantage is that you'll gather different information from each customer
depending on how the conversation goes. Some of the ways in which you can approach the
customer are listed below:

Customer Survey
Customer surveys with standardized survey questions insure that you will collect the same
information from everyone. Remember that few of your customers will be interested in "filling
out a questionnaire". It's work for them without much reward. By launching a customer survey
as an attempt to find out "how we can serve you better" -- your customers will feel less put
upon.
Here are a few of the possible dimensions you could measure:

quality of service
speed of service
pricing
complaints or problems
trust in your employees
the closeness of the relationship with contacts in your firm
types of other services needed
your positioning in clients' minds

Focus Groups
Focus groups are good ways to get informal input from a group of customers or prospects. You
bring in 5-10 customers or prospects and ask them questions or have them react to material. You
can pay a professional facilitator and videotape the whole session, or just lead an informal
discussion yourself. In either case, you have a chance to gather ideas about customer needs,
reactions to your company, suggestions for new services, and so forth. In addition to individual
responses, you get ideas that develop as the group reacts to each other's responses.

Client Advisory Groups


One way to get regular input from customers is to put together an advisory group. This can act
like a focus group, but is set up to provide input over time. You may pay members, or simply
buy them dinner every quarter.

There are many benefits to such groups. They give you a source of input from the customer
viewpoint. They provide a sounding board for specific questions. They enhance your
relationship with good customers who become more committed to your success. And they can
move relationships with prospects ahead.

Importance of customer satisfaction:


Why Customer Satisfaction:
A customer is satisfied only when he is getting quality product and quality service which he
perceives. If a company is able to provide both, this will lead to customer satisfaction. A
satisfied customer will develop loyalty towards the company and will buy product of same
company again and again. At the same time he will recommend company's product to others.
This will help company in getting new customers. As a result company's sale will increase and
profits will rise.
Dissatisfied customer on an average will tell 12 others not to buy a product of the company.
With internet and other information technology tools this number could go up to 10,000.

This will affect the image of the company and will result in loss of sale and profit.
The cost of acquiring new customer is 5 times more than keeping the old one. The old customer
will remain with a company only if they are satisfied with the services provided by the
company.
If a customer has a major complaint, 91 % of such customers will not buy from the company
again. If the problem is resolved quickly, 82% of them will return. So a company should see that
it is able to meet expectations of each and every customer and should not delay in solving
customer's complaint.

CUSTOMER SATISFACTION MODEL by N.Kano:


The customer satisfaction model from N.Kano is a quality management and marketing technique
that can be used for measuring client happiness.
Kanos model of customer satisfaction distinguishes six categories of quality attributes, from
which the first three actually influence customer satisfaction:
1.

Basic factors (Dissatisfiers, Must have): the minimum requirements that will cause

dissatisfaction if not fulfilled, but do not cause any satisfaction if they are fulfilled (or
exceeded). The customers take these as prerequisites and take these for granted.
2.

Excitement factors (Satisfiers, Attractive): the factors that increase customer

satisfaction if delivered but do not cause dissatisfaction if they are not delivered. Such factors
surprise the customers and generate delight.
3.

Performance Factors: The factors that cause satisfaction if the performance is high, and

cause dissatisfaction if the performance is low. Here the attribute performance-overall


satisfaction is linear and symmetric. Typically these factors are directly connected to customer
explicit needs and desires and a company should try to be competitive here.

The additional three attributes which Kano mentions are:


4.

Indifferent attributes: the customer does not care about these features.

5.

Questionable attributes: it is unclear whether these attributes are expected by the


customer.

6.

Reverse attributes: the reverse of this product feature was expected by the customer.

Customer satisfaction is a prerequisite to establishing loyalty. Although satisfied


customers are still at risk of being wooed away by a competitor, they will believe a
business offers a reasonable product or service and, if asked, offer a positive assessment.
The first element of customer satisfaction is a perfect product, designed to be as defect-

free as possible, and supported by a supply of staff and provisions that can maintain
perfection in the face of absenteeism, service issues, and other foreseeable boundaries.
Second, the product must be delivered by caring people. For example, a customer might
experience the perfection of an on-time, comfortable flight, but a curt and impolite ticket
agent may adversely affect that persons satisfaction.
Third, the perfect product must also be delivered in a timely fashion, especially as the
definition of on-time is getting shorter and shorter. If a service takes longer than the
time anticipated, the provider should communicate this ahead of time so customers can
reset their expectations.
The final element of customer satisfaction is an effective problem resolution process. A
breakdown in service or product quality can lead to an emotional moment that can make
or break the relationship with a customer.
Although avoiding such problems is the ideal, an effective recovery can restore and even
strengthen a customers confidence in a businesss capabilities

IMPORTANCE OF CUSTOMER SATISFACTION


Customer satisfaction refers to the extent to which customers are happy and satisfied with
the products and services provided by a business. Consumer satisfaction is important
because when a customer is happy with a service or goods provider, they are most likely
to be loyal and to make repeat orders and to use a wide range of services offered by a
business. This will boost business sales.
Customers are the end users of products and services produced by any company and
customer satisfaction is extremely important in increasing profit margins as well as
customer retention. If you satisfy your customers they will be more likely to come back
and also bring their friends

In researching satisfaction, firms generally ask customers whether their product or service
has met or exceeded expectations. Thus, expectations are a key factor behind satisfaction.
When customers have high expectations and the reality falls short, they will be
disappointed and will likely rate their experience as less than satisfying. For this reason, a
luxury resort, for example, might receive a lower satisfaction rating than a budget motel
even though its facilities and service would be deemed superior in 'absolute' terms.

Advantages of Customer Satisfaction

Up-to-date feedback: Gather current customer feedback on various aspects of

your company. You can stay on top of customer trends through regularly scheduled online
surveys or email surveys, and receive instant customer feedback. It is always useful to
acquire insight into how your customers are currently reacting to all aspects of your
business.

Benchmark results: You can administer the same survey every so often to

customers to gain continued insight into your customers. Surveys can have the same
questions, which will allow you to compare data over time and benchmark survey data
across previous years to determine if any changes need to be made.

Show that you care: Customers like to be asked for their feedback. It gives the

customer the perception that your company values them; is committed to keeping them as
a long-term customer; and bases business decisions on their feedback.

Disadvantages of Customer Satisfaction

Too many surveys, so little time: Your customers are bombarded with online

surveys. Surveys may be simple to complete, however, some people simply dont like to
complete them. Sending surveys too often can irritate customers and lead to customer
burnout. Customer burnout can result in low response rates or result in lower satisfaction
scores, despite your reputation for providing excellent products or services.

Privacy Issues: We live in a high-tech environment filled with daily doses of

unwanted junk email, email solicitations, and sales calls. When taking an online survey or

a phone survey (or any type of survey), it is hard for your customers to believe that they
arent being tracked. Because of insecurities of releasing private information, customers
today are hesitant in giving out information that may lead to more junk email and
unwanted calls. Make certain to assure customers that the information they provide in
response to your customer satisfaction surveys will not be used. Without this disclaimer, it
may be difficult to receive a good response rate.

Customer Satisfaction in 7 steps:


1. Encourage Face-to-Face Dealings: This is the most daunting and down right scary part of interacting with a customer. If you're not
used to this sort of thing it can be a pretty nerve-wracking experience. Rest assured, though, it
does get easier over time. It's important to meet your customers face to face at least once or even
twice during the course of a project.
2. Respond to Messages Promptly & Keep Your
Clients Informed: - This goes without saying really. We all know how annoying it is to wait
days for a response to an email or phone call. It might not always be practical to deal with all
customers' queries within the space of a few hours, but at least email or call them back and let
them know you've received their message and you'll contact them about it as soon as possible.
Even if you're not able to solve a problem right away, let the customer know you're working on
it.
3. Be Friendly and Approachable: A fellow Site Pointer once told me that you can hear a smile through the phone. This is very
true. It's very important to be friendly, courteous and to make your clients feel like you're their
friend and you're there to help them out. There will be times when you want to beat your clients
over the head repeatedly with a blunt object- it happens to all of us. It's vital that you keep a
clear head, respond to your clients' wishes as best you can, and at all times remain polite and
courteous.

4. Have a Clearly-Defined Customer Service

Policy: - This may not be too important when you're just starting out, but a clearly defined
customer service policy is going to save you a lot of time and effort in the long run. If a
customer has a problem, what should they do? If the first option doesn't work, then what?
Should they contact different people for billing and technical enquiries? If they're not satisfied
with any aspect of your customer service, who should they tell? There's nothing more annoying
for a client than being passed from person to person, or not knowing who to turn to. Making
sure they know exactly what to do at each stage of their enquiry should be of utmost importance.
So make sure your customer service policy is present on your site -- and anywhere else it may
be useful.

5. Attention to Detail (also known as 'The Little


Niceties'):- Have you ever received a Happy Birthday email or card from a company you were a
client of? Have you ever had a personalized sign-up confirmation email for a service that you
could tell was typed from scratch? These little niceties can be time consuming and aren't always
cost effective, but remember to do them. Even if it's as small as sending a Happy Holidays email
to all your customers, it's something. It shows you care; it shows there are real people on the
other end of that screen or telephone; and most importantly, it makes the customer feel
welcomed, wanted and valued.

6. Anticipate Your Client's Needs & Go out Of Your Way to Help Them Out: Sometimes this is easier said than done! However, achieving this supreme level of
understanding with your clients will do wonders for your working relationship.

7. Honour Your Promises:Its possible this is the most important point in this article. The simple message:
when you promise something, deliver. Clients don't like to be disappointed.
Sometimes, something may not get done, or you might miss a deadline through no
fault of your own. Projects can be late, technology can fail and sub-contractors
don't always deliver on time. In this case a quick apology and assurance it'll be
read.

CUSTOMER CARE AT BHARAT GAS


At Bharatgas, we believe that the customer comes first and so to provide convenience to
the customers, various facilities are available:

Endeavour to Home Deliver safe and sound refill cylinders within 48 hours of booking in
normal situations.
Home Delivery of refill cylinders.
Preferred Time Delivery Scheme.
Weighing of cylinders at the customer`s premises on request.

Multiple cylinder booking channels like telephones, in person, SMS, IVRS and Internet.

Piped Natural Gas Consumers!


Under the provisions of The Liquefied Petroleum Gas (Regulation of Supply and
Distribution) Order, 2000 as amended vide notification dated September 10, 2009, supply
of PNG to an LPG domestic consumer is prohibited activity.

We therefore request you to kindly surrender your Bharatgas connection to your


distributor along with your Subscription Voucher and obtain a "Safe Custody TV for PNG
consumer". You will have an option to take LPG connection of Indane, Bharatgas or HP
gas anytime, anywhere in the country, whenever you need it. No charges will be levied for
entrusting your LPG connection in our safe custody. All you need is to call your
distributor who will send a representative. We have also advised your distributor to
contact you to complete the following formalities:

1. Refund the deposit amount mentioned in the Subscription Voucher issued at the time of

release of Bharatgas connection against return of cylinders and pressure regulator.

2. Take a copy of your latest PNG bill against which a Special Termination Voucher
called "Safe Custody TV for PNG consumer" will be given to you. It is without any
restriction on validity and also transferable to any of the family members (Father, Mother,
Son, Daughter, Brother, Sister) anywhere in the country.

Whenever you wish to transfer your connection to your family member against safe
custody TV, all you need to do is fill in the transfer authorization. Click the link below for
the format. The person to whom you have authorised transfer of connection should present
this letter authorized by you along with "Safe Custody TV for PNG consumer" given to
you by the LPG distributor. LPG Distributors shall issue new LPG connection after
completing necessary formalities.

Multiple Connection Holders !


The LPG control order, 2000 and its amendment of the Government of India permits one LPG
cooking gas connection to a household and restricts possession of more than one connection of
LPG by a household under the public distribution system.

You will appreciate that holding multiple (more than one) LPG connections is unnecessarily
blocking the precious inventory of cylinders and pressure regulators with consumers like you
which could otherwise be utilized for the benefit of other persons waiting for LPG connections
who otherwise resort to use of non eco-friendly fuels thus harming the environment.

Therefore, LPG consumers having more than one gas connection in his/her household is hereby
advised to surrender his/her multiple connections, immediately. Those left with only a single cylinder connection after surrendering the other connection(s) will have the option of converting
the same into a Double Bottle Connection (DBC).

The Oil Marketing Companies (IOC, BPC and HPC) between them, have shared customer data
to identify households with multiple connections and will stop supplies to such households

forthwith till the multiple connections are surrendered.

In case you are in possession of a piped gas connection or a beneficiary of LPG reticulated
system the same rule holds good and you are required to surrender the LPG connection
forthwith.

We would also like to state that in case you are in possession of a Piped Gas (PNG) connection
or a beneficiary of LPG reticulated system the same rule holds good and you are required to
surrender the LPG connection forthwith.

You are requested to visit the showroom of your distributors or call them over their telephone
numbers on any working day between 10 AM and 5 PM for surrender of your connection/s or
register on www.ebharatgas.com and use the link for informing your intent to surrender the
extra connection/s.

You are also requested to fill in the KYC format ( Customer Information Sheet) as mandated by
the government and submit the same along with POI & POA to your distributor for updating our
records and unblocking one connection.

Multiple Channels to book your Bharatgas Cylinder


Offering you the flexibility and convenience of booking your refill cylinder at anytime, from
anywhere in the country, when you are on the move, on a holiday or at home through 4 modes:
1. Online though www.ebharatgas.com
2. Through SMS
3. Through IVRS
4. Through a mobile app for Android & iphones
2.

24 hr. Bharatgas cylinder booking facilities on www.ebharatgas.com


The Online Customer Service permits the Bharatgas Customer, at registration, to create his / her
own Login ID and Password, which will enable him / her to interact online and access
information in a secure environment and avail of the following facilities:
Place an order for refill cylinder ONLINE
View Refill Order Status/Brief History
Avail of the Reminder Service
Participate in Contests / Promotions as and when organized on the site
The Online facility of booking Bharatgas cylinders is available to all Bharatgas customers.
Refill booking through SMS
This facility is available to all Bharatgas Customers across all Metro cities and State capitals To
avail the facility, please follow the steps given below:
Register your Mobile number (for the First Time Only) with your LPG
Distributor
For Refill Booking(through SMS) Type on your Mobile LPG
- Send this SMS to 57333.
- Vodafone, MTNL, Idea, Airtel & Tata Users can also send this SMS to 52725.
When you book for refill cylinder, you will receive an SMS confirming the Booking of refill
cylinder with booking reference number
When the cylinder is delivered, you will receive an SMS confirming the delivery of the refill
cylinder with delivery date.

Book your LPG refill cylinder at YOUR convenience on IVRS 24x7


Now we bring to you IVRS facility for refill booking. The benefits of using IVRS for refill
cylinder booking are many:
You can book the cylinder at your convenience 24 x 7 on all 365 days
No extra charges
You can choose the language - Option of Local Language / Hindi / English is
available
You will receive Confirmation of Booking through SMS
You will also receive Confirmation of Delivery through SMS
To start using IVRS, all you need to do is register your phone number (landline and/or mobile)
with your LPG distributor, this is a one-time exercise. For registering your phone number, you
can download the form from our website www.ebharatgas.com, fill in the details and hand it over
at the distributorship. You can use your landline or mobile to book the cylinder, however we
suggest that you register both your landline and mobile number so that you have the benefit of
receiving the confirmation SMS.

Value Added Services


Toll Free No. for Queries & Complaints
Please call our toll free nos. 18002333555 for your queries, suggestions and complaints. This
facility is available to all across the country on 24 X 7 basis.
Calls are attended to by the Call Centre Executives from 8 am to 8 pm and through IVRS
between 8 pm and 8 am.
Callers are given an Unique call ID on registering a query, suggestion or complaint. Callers
can at a later date enquire on the status of their call by quoting the Unique call ID given to

them at the time of registering their call.


The service is free of cost to the caller.

Preferred Time Delivery Scheme


In our constant endeavour to provide convenience to our esteemed Customers, we are pleased to
announce the launch of Preferred Time Delivery Scheme.
The facility is being launched to start with for customers in Mumbai, Kolkata, Delhi, Chennai,
Bangaluru, Hyderabad and Pune and also outskirts of these cities i.e. Gurgaon, Noida, Faridabad,
Ghaziabad, Sonepat, Thane, Navi Mumbai, Kalyan, Mira Bhayander etc. The scheme will be
extended to all towns having population of about 10 lakhs in the near future.
Under the scheme, Customers can choose to receive the refill cylinder delivery at home on the
day and time of his choice. The applicable charges approved by the Government as given in the
table below:
\
Time Slot

*Charges per delivery in Towns *Charges per delivery in


with population of ten lakh and

other Towns

above

Before8 AM

Rs.50

Rs.40

8AM to 11 AM

Rs.25

Rs.20

11 AM to 3 PM

Rs.25

Rs.20

3 PM to 6 PM

Rs.25

Rs.20

6 PM to 8 PM

Rs.50

Rs.40

Only

Rs.25

Rs.20

Saturday/Sunday

( 8 AM to 6 PM )
*Inclusive of Service Tax

The customer can opt for any one of the following three options

Preferred Time Customer


A Customer can opt for preferred time on any day starting from Monday upto Friday. Such a
choice would indicate that he is ready to accept the cylinder on any day from Monday to Friday
on the fixed time slot specified. If the delivery cannot be made on the preferred time slot on a
particular day because the Customer is not available, the cylinder will be delivered on the next
day same time slot.

Preferred Day and Time Customer


A Customer can opt for a day in addition to the selected time slot. This option means that the
Customer is ready to accept the refill delivery only on the specified day and time. If the delivery
cannot be made on the preferred time slot on a particular day because the Customer is not
available, the next delivery will be made on the same day and time in the following week.

Saturday/Sunday Preferred Customer


A Customer can opt for either Saturday or Sunday. This option means that the Customer is ready
to accept the refill delivery at any time between 8 am and 6 pm on the preferred day. There is no
option for a time slot on Saturday and Sunday. If the delivery cannot be made on the preferred
day because the Customer is not available, the delivery will be made on the same day and time in
the following week.
Domestic LPG being subsidized, customer will not receive the cylinder out of turn. After
customer's refill booking matures, the cylinder will be delivered to him on the next preferred
time/day/day and time as per the choice.

Beyond LPG
Providing convenience being at the heart of every activity in Bharatgas, a value-added service
to customers in an initiative known as Beyond LPG was launched. Under this initiative,
distributors make available to the customer branded products at their doorstep at attractive
prices. This service is offered by select distributors in the network. The products range from
durables to FMCG. Flame- retardant aprons add to the safety. High quality Suraksha LPG hose
and fuel efficient hotplates are available through all distributors.
'SURAKSHA LPG Hose' - a new Brand of LPG rubber tube.
In line with our commitment towards Customer's Safety. 'SURAKSHA' - a new Brand of LPG
rubber tube for the homes, is essentially aimed at that. One of the most desired innovations of
present times, this hose is
Flame Resistant
Abrasion, Ozone & Weather Resistant, hence no cracks
Strong (Steel wire reinforced) hence rats can't bite through steel wire.
Long Life (5 years guarantee)
Leak Proof (Multiple Layers)
Designed after extensive Research at the Industry backed 'LPG Equipment Research centre', in
Bangalore, this special reinforced rubber tube is now made available to the Customer.

Available Pack Sizes


To match the individual needs of customers, various pack sizes have been made available.
For Domestic kitchens - pack sizes of 14.2 kg. and 5 kg. cylinders
For Industrial / Commercial - pack sizes of 5kg, 19kg, and 35 kg. and 47.5 kg. as
well as bulk LPG

Assistance to switchover from other fuels to LPG


LPG is an ideal fuel for various Commercial & Industrial applications because of its properties.
We are pleased to offer you Assistance in Designing and Commissioning of LPG installation for
Industrial & Commercial sector.

Packed LPG Installation


LPG can be used for economy and convenience in the following applications:
Cooking
Hot Food Cabinets
Water Heating
Lighting
Space Heating in Poultry
Industrial Applications viz. Furnaces, Glass Industry, Ferrous Industry, production
of Endo and Exo gases for Metallurgical Applications, Ceramic Industry, Textile,
Paint Baking, etc
The cylinder installation for Commercial & Industrial applications can be designed with a
package size of 19 kg. 35 kg. and 47.5 kg. cylinders.

Bulk LPG installations


Bulk LPG Installation is being used in following LPG Applications
Heat Treatment in auto industry, Paint , Baking, Firing of Stoneware, Feed Stock, Metal Melting,
Forging, Annealing, Stress Relieving, Glass Melting, Metallurgical applications like Annealing,
Billet Heating, Melting, Descaling, Stress Relieving, Mould / Cupola / Ladle Pre-Heating.

Advantages of LPG
Portability for packed LPG
Ease Of Control
High calorific value
LPG as a fuel is instant start & required temperature is achieved in a short time. The flame
temperatures can be controlled even upto + 2 deg. Celsius.
Self Pressuring: LPG is stored under pressure & thus no pumps or gravity system is required
to get fuel flow to the burner.
Clean Combustion: LPG, while it burns, the complete combustion is achieved with Carbon
dioxide level of 13-14 % and has very low pollutant level.
Low Maintenance: The LPG burner design is very simple, which makes burner maintenance
free. LPG attains complete combustion, the carbon deposits on burner are very low, and this
gives burner a long life.
In case you need any assistance, you may contact our nearest LPG Territory office or
contact
Mr. Bharat Darnal, SR MANAGER MARKETING SERVICES (LPG)
Phone: 022 - 22714563
Email : darnalb@bharatpetroleum.in

Piped LPG
Assistance in Designing and Commissioning of Reticulated supply of LPG (Piped LPG
supply in residential complexes)
Reticulated system is supplying LPG through pipeline network from a centralized cylinder bank
or bulk installation to the customer's kitchen. The system is designed through multiple pressure
regulation stages to reach LPG to the users at low pressure to make it safer.

What are its advantages?


It provides continuous supply of gas at the turn of tap
Eliminates cylinder refill booking
No need for cylinder handling and possible damage of the floor/ lift
Easy and effortless operation with increased convenience
Increased safety in the kitchen
Valuable space saving in the kitchen
Payment as per actual consumption of gas through gas meters
Saving of time and no need to block money for 2nd cylinder

Accident Insurance Policy


No fault Liability and Accident Insurance Policy
To take care of any unforeseen circumstances, Bharat Petroleum has made available a legal
liability and no fault liability accident insurance policy to the customer. The highlights of the
policy are as under
The monetary value of coverage under no fault liability
Personal accident cover of Rs.5,00,000/- per person per event in case of death
Covers medical expenses of Rs.15 lakhs per event , maximum Rs.1,00,000/- per
person. Immediate relief upto Rs. 25,000/- per person.
Property damage maximum Rs.1,00,000/- per event at authorised customers
registered premises.

It also covers customers who are supplied through reticulated system of LPG.
In case of any unfortunate accident, please take assistance of your distributor or contact our
nearest office to know how to proceed with lodging the claim.

Emergency service cells

Bharatgas Emergency Service Cells


To attend to LPG leakage complaint calls after Distributor's working hours and on holidays,
Emergency Service Cells (ESCs) have been set up in select markets. Please contact the nearest
ESC in the event you have an emergency.
To view the various Bharatgas Emergency Service Cells/Bharatgas
Helplines,
In addition to the ESCs, "Bharatgas Helplines" provide 24-hour service for emergency LPG
leakage calls in select cities.

Emergency Service Cells in Ludhiana

BHARATGAS HELPLINES
M/s. Talwar Gas Service,
33, College Road,
Ludhiana.
(on behalf of all BPC distrs.in Ludhiana)
Phone no-9814126266

Review of Literature

In todays competitive world where every company is striving to retain and capture market the
importance of satisfying the existing customers has increased. And almost every company
realizes this, it is only because of this reason that the companies are spending huge amounts for
finding out the level of customer satisfaction and trying to improve this level by providing better
products and services.
Some of the researches that have been done by various companies in different sectors, in the
field of customer satisfaction have been discussed below.

Customer Survey I :
A survey was conducted by The University of Michigan to find out the level of customer
satisfaction for Lexus car owners and users.
According to the report the customers rated Lexus as 87 on a scale of 100. It was also found that
the major criteria for satisfying the customer were not the incentives but the quality of the cars.
The report suggested the company to reduce the production runs and concentrate on improving
the quality.

Customer Survey II:


A customer satisfaction survey was conducted by the SKY(Satellite TV), which found out that
approximately 62% of the respondents were very dissatisfied (along with another 25% who were
dissatisfied) with the cost of cable television service.
A majority of the respondents were satisfied with the friendliness and courtesy of customer
service personnel, however, approximately 30% of the respondents rated the cable company's
performance as poor. With regard to open-ended comments, respondents felt that the cost of the
cable service was too high, a need for cable competition existed and the desire for a basic cable
package offering was desired.

Customer Survey III:


According to a survey conducted by J.D. Power Asia Pacific, to find the level of customer
satisfaction among the MarutiSuzuki car owners, the company scored 838 points on a scale of
1000.The study assesses the overall contentment of the owners of the vehicle who visited their
official dealer or service centre for maintenance or repair work in the initial 12 to 18 months of
ownership.
The report suggested that the overall satisfaction level of the customers is determined by utilizing
seven measures including service quality; user-friendly service; service advisor; service
initiation; service delivery; and in-service experience.

Customer Survey IV:


A customer satisfaction survey was conducted by the Institute of Air Navigation Services to
find out the level of satisfaction among the students.
The survey accounted 2774 students, it was found that around 90% of the students were satisfied
with the modules and more than 88% students indicated that the modules met the objectives.
However about 23% of the students recommended a change in the structure of the modules. The
analysis of the open ended questions showed that around 56% of the students wanted changes in
the e-learning & training programmes.

Customer Survey V:
Another customer satisfaction survey was conducted by LaCHIP (Louisiana Childrens Health
Insurance Program), which showed that although more than 76% of the customers were
satisfied with the services provided but nearly 38% of the customer thought that the process of
applying for the program was very cumbersome and time consuming.

Customer Survey VI:


National Centre For Education Statistics (NCES) conducted a customer satisfaction survey to
find out the level of customer satisfaction related to the NCES publications, NCES databases &
user tools and other services provided by the NCES.
The survey concluded that about 90% of the customers were either satisfied or very satisfied
with the publications & the services provided by the NCES.
And not more than 5% of the customers reported dissatisfaction with such publication aspects as
overall quality of report, comprehensiveness, ease of understanding, relevance of information,
and accuracy. However, 15% of users reported dissatisfaction with timeliness.

Customer Survey VII:


A customer satisfaction research conducted by Don Dewees and David Duff in the field of
automobile insurance sector in the U.S.A. According to this report although it was thought that
Monetary compensation for the vehicular accidental claims was the path to customer satisfaction,
however the customers thought that a bundle of small things such as promptly answered
telephone calls or mails, recognition that the person applying for the claim is going through a
stressful and emotional period, contribute a great deal in customer satisfaction.

Customer Survey VIII:


Another customer satisfaction survey was conducted at the Marina Mall. This survey was
conducted using a questionnaire as the research instrument, with a sample size of 300 people
visiting the mall, which included 150 males & 150 female respondents. Questions relating to
different aspects of the mall in the areas of design, service, atmosphere, quality, selection,
variety, products, and sales people, as well as parking and time preferences for visiting the mall.
Findings in this study include gender differences in the types of shops, food establishments,
entertainment, etc. however, the Marina Shopping Mall is rated by the respondent/consumers

participating in this study as having satisfied their expectations in most areas and totalling a
majority percentage as well.

Customer Survey IX:


NBRI(National Business Research Institute) conducted a research for the HYATT HOTELS,
U.S.A. After the terrorist attack of 9/11, as the sales for the hotel were falling drastically, the
leading hotel chain engaged NBRI to a customer satisfaction survey to find the level of customer
satisfaction and ways to improve the same.
The survey revealed that price was no longer the factor effecting the perception or the level of
satisfaction of the customers. However, according to more than 86% of the customers security
arrangements and the friendliness of the staff were the main reasons for customer satisfaction or
dissatisfaction.

Customer Survey X:
Another research in the field of evaluation of customer satisfaction was conducted by
Starbucks indicated that customer satisfaction, not just customer service, had to be improved
quickly and that Starbucks' head office had failed to see a changed customer base. The report
points out that, inspiring customer loyalty requires local store level efforts to remove the public's
perception of a corporation only interested in generating more stores.

Customer Survey XI:


A customer satisfaction survey conducted by Yamaha Motor India Pvt. Ltd. revealed that
more than 78% of the customers were either highly satisfied or satisfied. Out of these 56% of the
highly satisfied or satisfied customers turned out to be the repeat purchasers of the Yamaha
bikes.The main reasons of satisfaction among the customers were the fuel economy & power of
the bikes.

INTRODUCTION OF STUDY

The study was to gain improved understanding of the forces and factors present in after-sales
activities, and the role of these in enhancing or endangering business. The objective was to gain a
better understanding of how a supplier could successfully manage its "customer care" activities
in the dynamic Gas market. The term, "care" is used extensively in the study as a doorway into
the world of after sales activities as well as an organizing construct for interpreting what was
found. The concept of care includes activities related to maintenance and preventive
maintenance. It additionally includes services that can link back to help enhance pre-existing
capabilities for delivery of products or systems. Processes and measures of customer satisfaction
and loyalty provide two critical aspects of the study.
The importance of the concept of care and the actions that define it were found to be critically
important for a customer's total satisfaction. The importance of the care phase in the total
customer process was found to increase as the customer relationship matures.
This work, arrived out to implement this idea, illustrates that there is a great, unrealized
potential, particularly in the creation of a viable model of after sales customer care able to
accommodate the complexity of contemporary business development.

RESEARCH
METHODOLOGY

NEED FOR THE STUDY:


The main purpose of the study is to understand the satisfaction of customers towards after sales
services of Bharat gas agency which will help the company to make proper marketing strategy to
render good services and satisfy the needs of the customers. The study was to help the company
to make proper strategies and emphasize on their weaker areas

OBJECTIVES OF THE STUDY:

To understand the efficiency and effectiveness of existing services at Bharat gas agency

Ludhiana.

To know the customers opinion with regard to after sales service of their gas delivery

To know the satisfaction of customer with regard to post sales services.

To identify the factors which affects improvement and development in rendering service

SCOPE OF THE STUDY:

The study will help the company to know their efficiency and effectiveness of existing

services.

The company can find out the impact of service in developing new customers.

The study will help the company to make proper marketing strategy for their weaker

areas.

The study covers the customers of Bharat gas agency in Ludhiana.

RESEARCH METHODOLOGY:
Research is defined as a scientific & systematic search for pertinent information on a
specific topic. Research is an art of scientific investigation. Research is a systemized effort to
gain new knowledge. It is a careful inquiry especially through search for new facts in any branch
of knowledge. The search for knowledge through objective and systematic method of finding
solution to a problem is a research.
Research methodology is a way to systematically solve the problem. It may be understood has a
science of studying how research is done scientifically. In it we will study the various steps that
all generally adopted by me in studying my research problem along with the logic behind them.

RESEARCH DESIGN
A research is the arrangement of the conditions for the collections and analysis of the data in a
manner that aims to combine relevance to the research purpose with economy in procedure. In
fact, the research is design is the conceptual structure within which research is conducted; it
constitutes the blue print of the collection, measurement and analysis of the data.

In this, research design of this project the study was conducted by the survey method.

Taking sample of 200 customers owning gas by commencing sampling using the research

instrument as the questionnaire.

Personal interview was considered as the sample plan.

For this project area of research was LUDHIANA city.

DATA COLLECTION:
For any study there must be data for analysis purpose. Without data there is no means of study.
Data collection plays an important role in any study. It can be collected from various sources. It
can be collected from two sources which are given below:

Primary Data:
Data that has been collected from first-hand-experience is known as primary data. Primary data
has not been published yet and is more reliable, authentic and objective. In the project it can be
collected through

Personal Investigation

Observation Method

Information from correspondents

Information from superiors of the organization

Secondary Data
Data collected from a source that has already been published in any form is called as secondary
data. The review of literature in nay research is based on secondary data. It can be collected
from:

Published Sources such as Journals, Government Reports, Newspapers and Magazines

etc.

Unpublished Sources such as Company Internal reports prepare by them given to their

analyst & trainees for investigation.


The data was collected from the following sources:

A. PRIMARY DATA:

The data collected from the company persons.


Questionnaires

B. SECONDRY DATA:
Interviewing with the owners of gas
Internet
Magazines, Catalogues, etc.

Data source

Primary (field survey)


Secondary
Broachers.)

(Internet,

Catalogues,

Area of research

Ludhiana

Research Approach

Survey Method

Research Instrument

Questionnaire

Sample Unit

All existing and potential customers

Sampling Method

Random sampling

Sample Size

200 units

SAMPLING:
Sample plan is to know the customer satisfaction index of after sales service .In this project it
comes through personal interview.
SAMPLE SIZE:
Sample size for this project was 200 customers who are gas owners.
SAMPLE UNIT:
The customers of Bharat gas agency who are using gas, Ludhiana.
SAMPLING METHOD:
Non- probability sampling i.e. Random Sampling.
MEASURING TOOLS:
For preparing this project Questionnaire has considered as measuring tool for collecting the
data.

INTERPRETATION

RESULTS AND DISCUSSION WITH GRAPHS AND CHARTS:

1. How do you use to cook the food before purchasing a gas?

Frequency
Valid

Percent

Electrical coil

84

42%

Wood

70

35%

Kerosene

46

23%

Total

200

100%

The same information is presented in the form of diagrammatically as follows:

45
40
35
30
25
20
15
10
5
0

Pe

Electrical
coil

wood

kerosene

The information presented in table 1 reveals that:

42% of the respondents were using the electrical coil for cooking before purchasing the gas. 35%
of the respondents were using the wood for cooking and remaining 23% of them were using the
kerosene for the cooking before they purchasing the gas.

2) Which Company Gas do you use?

Valid

Frequency

Percent

BPC

182

91%

HPC

10

5.%

IOC

4%

Total

200

100%

The same information is presented in the form of diagrammatically as follows:


Diagram-.2

100
80

60
Pe

40
20
0
BPC HPC IOC
The information presented in table 2 reveals that:

91% of the respondents are using the B P C gas. 5% of the respondents are using the H P C gas

and remaining 4% for the I O C gas

3). How many Cylinders do you have?

Frequency
Valid

Percent

ONE

138

69%

TWO

62

31%

Total

200

100%

The same information is presented in the form of diagrammatically as follows:


Diagram-3

80
60
40

Pe

20
0

One

Two

The information presented in table- 3 reveals that:

69% of the respondents are using single cylinder and While 31% of them are using double

cylinders

4). How often you Refill your Cylinder?


Frequency
Valid

Percent

20-30 days

52

26%

30-50 days

28

14%

50-60 days

100

50%

Above 60 days

20

10%

Total

200

100%

The same information is presented in the form of diagrammatically as follows:


Diagram-4

50
40
30
20
10
0

Perc

20-30 30-50 50-60Above


Days Days Days 60
Days
The information presented in table3.4 reveals that:

26% of the respondents say that they refill the cylinder in 20-30 days.
14% of the respondents say that they refill the cylinder in 30-50 days.50% of the respondents say
that they refill the cylinder in 50-60 days and While 10% of them say that they refill the cylinder
above 60 days.

5. How do you Book a Cylinder?


Frequency
Valid

Percent

Personally

70

35%

Phone

130

65%

Letter

Sms

Ivrs

Total

200

100%

The same information is presented in the form of diagrammatically as follows:


Diagram-5

70

60
50
40
Per

30
20
10
0

Personally Phone

Letter

SMS

IVRS

The information presented in table 5 reveals that:

35% of the respondents are booking their cylinders by meeting personally and
While remaining 65% are booking their cylinder by phone .

6. How many days does dealer takes to deliver the Cylinder?


Frequency
Valid

Percent

Same day

20

10%

1 - 2 days

102

51%

2 3 days

58

29%

4 6 days

20

10%

Total

200

100%

The same information is presented in the form of diagrammatically as follows:

50
40
30
20

Per

10
0
Same 1-2 2-3 4-6
Day Days Days Days

The information presented in table 6 reveals that:

10% of the respondents are says that the dealer deliver the cylinder on same day, 51% of them

says that dealer delivers the cylinder on 1 2 days, 29% of them says that dealer deliver the cylinder on 2
3 days and While 10% of them says that dealer deliver the cylinder on 4 6 days.

7. Where does a delivery man deliver the Cylinder?

Frequency
Valid

Percent

Out door

3%

Kitchen

140

35%

Store room

40

20%

Some where out

14

7%

Total

200

100%

The same information is presented in the form of diagrammatically as follows:

70
60
50
40
Percent

30
20
10
0
Out Door

Kitchen

Store Room

Some where
Out

The information presented in table 7 reveals that:

3% of the respondents are in favor that the delivery men deliver the cylinder to out door, 70% of

the respondents are in favor that the delivery men deliver the cylinder to kitchen. 20% of the respondents
are in favor that the delivery men deliver the cylinder to store room, While remaining 7% of them are in
favor that the delivery men deliver the cylinder to somewhere out.

8. Does Delivery men Confirms the Weight of Cylinder?


Frequency
Valid

Percent

Yes

128

74%

No

52

26%

Total

200

100%

The same information is presented in the form of diagrammatically as follows:

80
70
60
50
40
30
20
10
0

Percent

Yes

No

The information presented in table3.8 reveals that:

74% of the respondents are says that the delivery men confirms the weight of cylinder and

Nearly 36% of them are says that the delivery men does not confirms the weight of cylinder

9. Does Cylinders which you get is adequate in quantity


Table- 9
Frequency
Valid

Percent

Yes

180

90%

No

20

10%

Total

100

100%

The same information is presented in the form of diagrammatically as follows:

100
80
60
Per

40
20
0
Yes

No

The information presented in table3.9 reveals that:

90% of the respondents are says that the cylinder is adequate in quantity and Remaining 10% of

the respondents are says that the cylinder is not adequate in quantity

10. How much does delivery men charges extra other than billed amount?
Table-10

Valid

Frequency

Percent

Free

190

95%

5 - 10 rs

10

5%

10 - 20 rs

0%

Total

200

100%

The same information is presented in the form of diagrammatically as follows: Diagram-10

100
80
60
40

Per

20
0
Free 5-10 10-20
Rs Rs
The information presented in table 10 reveals that:

95% of respondents are says that the delivery men does not charge extra amount other then billed

amount and Nearly 5% of the respondents are says that the delivery men charge 5 10 Rs extra amount
other then billed amount.

11. How soon does Mechanic or Gas Dealer Respond Immediately in case of Leakage
Table-11
Frequency
Valid

Percent

30 min

128

64%

1 hour

12

6%

1 day

60

30%

Total

200

100%

The same information is presented in the form of diagrammatically as follows: Diagram-11

70
60
50
40
30
20
10
0

Per

30 Min 1 Hour 1 Day


The information presented in table 11 reveals that:

64% of the respondents are says that the mechanic or gas dealer respond immediately in case of

leakage in 30 min.,6% of the respondents are says that the mechanic or gas dealer respond immediately in
case of leakage in 1 hour and Nearly 30% of the respondents are says that the mechanic or gas dealer
respond immediately in case of leakage in 1 day

12. How do you rate the behaviour of counter staff/Deliverymen and Mechanic
Table-.12
Frequency
Valid

Percent

120

60%

Good

28

10%

Average

40

20%

Poor

12

6%

Very bad

0%

Total

200

100%

Very good

The same information is presented in the form of diagrammatically as follows: Diagram-12

60
50
40
30

Per

20
10
0
Very Good

Good

Average

Poor

Very Bad

The information presented in table 12 reveals that:

60% of the respondents are in favour of very good behavior from the counter staff/delivery men

and mechanic of BHARAT gas agency, 14% of them are in favour of good behavior and from the
analysis 20% of them are in favour of average. and While 6% of them are in favour of poor behavior of
the counter staff/delivery men and mechanic staff

13. How often does agency conduct mandatory inspection?


Table-13
Frequency
Valid

Percent

132

66%

2 year

40

20%

3 year

4%

4 year

20

10%

Total

200

100%

1 year

The same information is presented in the form of diagrammatically as follows: Diagram-13

70
60
50
40
30
20
10
0

Per

1 Year

2 Year

3 Year

4 Year

The information presented in table 13 reveals that:

66% of the respondents are in favour that the agency conduct mandatory in inspection once in a

year, 20% of the respondents are in favour that the agency conduct mandatory in inspection once in a two
year, 4% of the respondents are in favour that the agency conduct mandatory in inspection once in a three
year and While remaining 10% of of the respondents are in favour that the agency conduct mandatory in
inspection once in a four.

14. How do you rate overall Performance of BHARAT Gas Agency?


Table-14
Frequency
Valid

Percent

Very Good

160

80%

Good

20

10%

Average

20

10%

Poor

0%

Very Bad

0%

200

100.0

Total

The same information is presented in the form of diagrammatically as follows:


Diagram-14

80

60
40

Per

20
0

Very
Good

Good Average

Poor Very Bad

The information presented in table 14 reveals that:

80% of the respondents are in favour of very good over all performance of BHARAT gas agency

, 10% of them are in favour of good performance and from the analysis 10% of them are in favour of
neither good/bad over all performance of BHARAT gas agency

15. Do you want to migrate if new gas agency is allotted in this town?
Table-15
Frequency
Valid

Percent

Yes

12

6.0

No

188

94.0

Dont know

0.0

Total

200

100.0

The same information is presented in the form of diagrammatically as follows: Diagram-15

100
80
60
Per

40

20
0
Yes

No

The information presented in table3.15 reveals that:


Acc. to survey only 6% of the respondents are in favour of that they will migrate if new gas agency is
allotted in the town. and While 96% of them are in favour of that they dont want migrate if new gas
agency is allotted in the town.

FINDINGS

42% of the respondents were using the electrical coil for cooking before purchasing the gas. 35%

of the respondents were using the wood for cooking and remaining 23% of them were using the kerosene
for the cooking before they purchasing the gas

91% of the respondents are using the B P C gas. 5% of the respondents are using the H P C gas

and remaining 4% for the I O C gas

69% of the respondents are using single cylinder and While 31% of them are using double

cylinders

26% of the respondents say that they refill the cylinder in 20-30 days.
14% of the respondents say that they refill the cylinder in 30-50 days.50% of the

that they refill the cylinder in 50-60 days and While 10% of them

respondents say

say that they refill the cylinder

above 60 days.

35% of the respondents are booking their cylinders by meeting personally and

While remaining 65% are booking their cylinder by phone

10% of the respondents are says that the dealer deliver the cylinder on same day, 51% of them

says that dealer delivers the cylinder on 1 2 days, 29% of them says that dealer deliver the cylinder on 2
3 days and While 10% of them says that dealer deliver the cylinder on 4 6 days.

3% of the respondents are in favor that the delivery men deliver the cylinder to out door, 70% of

the respondents are in favor that the delivery men deliver the cylinder to kitchen. 20% of the respondents
are in favor that the delivery men deliver the cylinder to store room, While remaining 7% of them are in
favor that the delivery men deliver the cylinder to some where out.

74% of the respondents are says that the delivery men confirms the weight of cylinder and

Nearly 36% of them are says that the delivery men does not confirms the weight of cylinder

90% of the respondents are says that the cylinder is adequate in quantity and Remaining 10% of

the respondents are says that the cylinder is not adequate in quantity

64% of the respondents are says that the mechanic or gas dealer respond immediately in case of

leakage in 30 min.,6% of the respondents are says that the mechanic or gas dealer respond immediately in
case of leakage in 1 hour and Nearly 30% of the respondents are says that the mechanic or gas dealer
respond immediately in case of leakage in 1 day

60% of the respondents are in favour of very good behavior from the counter staff/delivery men

and mechanic of BHARAT gas agency, 14% of them are in favour of good behavior and from the
analysis 20% of them are in favour of average. and While 6% of them are in favour of poor behavior of
the counter staff/delivery men and mechanic staff

66% of the respondents are in favour that the agency conduct mandatory in inspection once in a

year,20% of the respondents are in favour that the agency conduct mandatory in inspection once in a two
year, 4% of the respondents are in favour that the agency conduct mandatory in inspection once in a three
year and While remaining 10% of of the respondents are in favour that the agency conduct mandatory in
inspection once in a four.

80% of the respondents are in favour of very good overall performance of Bharat gas agency ,

10% of them are in favour of good performance and from the analysis 10% of them are in favour of
neither good/bad over all performance of BHARAT gas agency

6% of the respondents are in favour of that they will migrate if new gas agency is allotted in the

town. and While 96% of them are in favour of that they dont want migrate if new gas agency is allotted
in the town

CONCLUSION
Less than anticipated growth in the face of intensifying competition and rising costs can hardly be
expected to get the company foaming.
BHARAT gas agency is exclusive showroom and it is a well known service provider for Bharat gas and
they are well established in providing satisfactory after sales services to its customers.
By seeing the observations most of the customers are having positive perception towards BHARAT gas
agency and are satisfied with its services such as Availability of Timely and safe delivery, Staff support,
Trained Mechanics etc.

BENEFITS OF THE PROJECT:

The study will help the company to know the satisfaction level of customer towards services

provided by them.

The study will help the company to identify the factors of dis-satisfied customers.

The study will help the company to know whether their services are meeting their customer

satisfaction index or not.

The study will help the company to focus on their weaker areas of services.

The study will help the company to improve their customer care activities to delight and attract

customers.

STATEMENT OF THE PROBLEM:


The present day market is flooded with a variety of gas Manufacturers as many as if not more than
companies like bharat gas, Hindustan gas, Indian gas and reliance gas etc, are marketing their products.
Time has become talk of the town therefore the customers give utmost priority to those gas Industries
which produces varieties of gas with Price, Services etc, which have been exerting influence on the
playing decision of the consumer.
The BHARAT gas agency is the one of the best Dealer for Bharat gas exclusively engaged in sales and
services of gas it is the only company rendering better performance from a long period of time with the
presence of all these factors BHARAT gas agency is making sales as hotcake.
The study on hand is directed to understand "A study on customer satisfaction towards after sales services
of BHARAT gas agency to improve the quality of service."

QUESTIONNAIRE

Questionnaire

Dear Sir/Madam,

Please provide the below mentioned information:

Name: _______________________
Address: _____________________
Occupation: ___________________
Annual Income ______________________
Gender: Male [ ]

Female [ ]

1. How do you use to cook the food before purchasing a gas?

1. electrical coil

2. Wood

3. kerosene

2. Which Company Gas do you own?


1. BPC

2. HPC

3. IOC

3. How many Cylinders do you have?


1. One

2.two

4. How often you Refill your Cylinder?


1. 20-30 days

2. 30-50 days

4.Above 60days

5. How do you Book a Cylinder?

3. 50-60 days

1. Personally

2.Phone

4. SMS

5.IVRS

3.Letter

6. How many days does dealer takes to deliver the Cylinder?


1. Same day

2. 1-2 days

3. 2-3 days

4. 4-6days
7. Where does delivery men delivers the Cylinder?
1. Out Door

2.Kitchen

3.Store Room

4. Some where Out


8. Does Delivery men Confirms the Weight of Cylinder?
1. Yes

2. No

9. Does Cylinders which you get is adequate in quantity?


1. Yes

2. No

10. How much does delivery men charges extra other than billed amount?
1. Free

2 .5-10 Rs

3.10-20 Rs

11. How soon does Mechanic or Gas Dealer Respond Immediately in case of Leakage ?
1.30 Min

2. 1 hour

3.1 day

12. How do you rate the behaviour of counter staff/Deliverymen and Mechanic?

1. Very Good

2.Good

3.Averagre

3.Poor

4.Very Bad

13. How often does agency conduct mandatory inspection ?


1. year

2. 2 year

3. 3 Year

4. 4year

14. How do you rate overall Performance of BHARAT Gas Agency?


1. Very Good

2.Good

3.Averagre

3.Poor

4.Very Bad

15. Do you want to migrate if new gas agency is allotted in this town?
1. Yes

2. No

3. Dont Know

*** Thank You ***

BIBLIOGRAPHY
REFERENCE BOOKS:1. MARKETING RESEARCH

Tull and Hawkins.

3. MARKETING

Lamb, Hair, McDaniel.

WIBLOGRAPGY
WEBSITE:1. www.ebharatgas.com

2. www.google.com.