A

PROJECT REPORT
ON
A Study on Customer Satisfaction towards Services Provided by
HIH Realty
FOR
Home India Home Pvt Ltd
MASTER OF MANAGEMENT STUDIES (MMS)
UNIVERSITY OF MUMBAI
SUBMITTED TO

MARATHA MANDIR’S
BABASAHEB GAWDE INSTITUTE OF
MANAGEMENT STUDIES
MUMBAI CENTRAL

SUBMITTED BY: PRATIMA NIVRUTTI PATIL
BATCH: MMS (2012-2014)
ROLL NO: 98

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DECLARATION

I, Pratima Nivrutti Patil student of Masters of Management Studies
(Semester III) of Babasaheb Gawde Institute of Management Studies
(BGIMS), hereby declare that I have successfully completed this project
on “A STUDY ON CUSTOMER SATISFACTION TOWARDS SERVICES
PROVIDED BY HIH REALTY” as a part of my ‘Summer Internship’. The
information incorporated in this project is true and original to the best
of my knowledge.

Signature

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ACKNOWLEDGEMENT
I would like to express my gratitude and sincere thanks to Mr.Tushar Manik ,
Co-Founder and Chief Marketing Officer of HIH Realty Pvt.Ltd, for giving me
this opportunity and for instilling confidence in me to carry out this study and
extending valuable guidance and encouragement from time to time, without
which it would not have been possible to undertake and complete this
project.
I also wish to extend my appreciation to others who have contributed towards
this project through their feedback and comments to complete the findings
and report.
I would also like to thank Mr. Sunil Karve, Director, Maratha Mandir’s
Babasaheb Gawde Institute of Management Studies, for his continuous
support, encouragement and support.
I would also like to thank my parents and others, who have stood by me
whenever needed, and without whose support this task would not have been
accomplished.

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CONTENTS
EXECUTIVE SUMMARY ……………………………………...……… 5
INTRODUCTION …………………………………………….…...…… 6



India’s Real Estate Sector……………………………...………..…… 6-17
Company Profile…………………………………………..…………… 18-29
Customer Satisfaction…………………………………..……….…….. 30-39
Literature Review…………………………………………….…..…….. 40

OBJECTIVES OF THE STUDY ……………………………………...... 41
SCOPE OF THE STUDY …………………………………..…...………. 42
RESEARCHAND METHODOLOGY …………………….…...………. 43



Research Design……………………………………...………………… 43
Sample Size ……………………………………………...……………… 44
Data collection ………………………..…………………..……………. 45
Statistical Tool…………………………………………………..…….... 46

DATA ANALYSIS …………………………..…………………….……. 47-61
FINDINGS ………………………….……..……………………………. 62-64
LIMITATIONS ……………………………..…………………………… 65
CONCLUSION ……………………….……………………..………….. 66
SUGGETIONS……………………………………………….…………. 67-71
RECCOMENDATIONS…………….……………..……………………. 72-73
BIBLIOGRAPHY …………………………………………...….....……. 74
ANNEXURE…………………………………………….…………….... 75-78

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The project incorporates taking feedback from already booked customer‘s to know their satisfaction level towards services provided by company. The sample was decided based on simple random sampling method. which will enable the study to get the closest vicinity of its objectives. The responses were recorded by conducting a survey with the help of a questionnaire. This study will help us to get a better picture as to what customers perceive about companies services and their awareness about the same. 5 . Ltd.EXECUTIVE SUMMARY The aim of the study is to understand the level of customer satisfaction towards the services provided by Home India Home Realty Pvt. The questionnaire has been designed in such a way so as to bring out the most accurate data. The data collected from the survey has been appropriately analyzed and has been interpreted in a meaningful way to offer some suggestions and recommendations on improving performance.

Key requirements in order to achieve a GDP growth rate exceeding 8-9% include roads. huge amount is required to carry on the development. this pace of growth is unlikely to sustain unless it is supported by an equally robust development of its infrastructure. The country's urban population will soar to 590 million by 2030.3 per cent during first quarter of financial year 2011.9 per cent from 8. 6 . The last couple of budgets have taken steps in the right direction for growth of the sector. In fact. power.INTRODUCTION INDIA’S REAL ESTATE SECTOR Overview While India continues to be one of the fastest growing economies. Slowdown in the global economy along with consistent increase in policy rates by the Reserve Bank of India (RBI) finally seems to be impacting the domestic economy with the GDP growth cooling down since past few quarters. ports as well as urban infrastructure.Even the projected GDP growth for financial year 2012 has been revised downward to 7. The real estate sector in India is being recognized as an infrastructure service that is driving the economic growth engine of the country. The GDP growth recorded during first quarter of financial year 2012 has slowed down to 7. Foreign Direct Investment (FDI) in the sector is expected to increase to US$ 25 billion in the next 10 years.7percent as against 9. 200 billion towards infrastructure projects under the 2011 budget is an attempt to achieve the Governments target for growth of Infrastructure under the Eleventh Plan. India will have around 27 to 30 million shortages of housing units by 2013 and for this. An allocation of Rs.2 percent by the RBI. from present US$ 4 billion.

India's cities could generate 70 percent of the net new jobs created by 2030. The economic slowdown in these markets have resulted in increasing pressures on the margins of companies operating out of India. the management of real estate has emerged as one of the key challenges for the corporate sector. Non-resident Indians and foreign citizens who are Persons of Indian Origin (PIO) are allowed to purchase immoveable property in India.from 340 million in 2008. Introduction Real Estate business was one of the key drivers of growth before we witnessed the present economic slowdown. and stimulate a near four-fold increase in per capita income. which primarily serves the US and European markets. It also says that India needs to invest US$ 1. Now. NRIs are taking a fresh look at India as a unique market in which they can invest. The largest occupier of office space in the country has been the Information Technology/ Information Technology enabled Services (IT/ ITeS) segment. which in turn has led to the companies looking to cut costs through reducing expenditure on the real estate segment. Residential property prices have stabilized now and are deemed attractive for the NRI home buyer. produce more than70 percent of the country's Gross Domestic Product (GDP). The real estate sector in India assumed greater prominence with the liberalization of the 7 . with companies trying to consolidate their positions and finding effective means of sustaining growth. Industry experts feel that with attractive pricing and innovation in construction technology and variety of designs.2 trillion over next 20years to modernize urban infrastructure and keep pace with the growing urbanization.

The real estate industry’s growth is linked to developments in the retail.4 per cent in 2008-09. 0. which has led to low levels of transparency. schools) and information technology (IT)-enabled services (like call centers) etc and vice versa. the real estate industry’s dynamics reflect consumers’ expectations of higher quality with India’s increasing integration with the global economy. the sector has not benefited from institutional capital. and as of today. the rate of growth of this sector has decelerated to 7. the real estate and construction sectors are playing a crucial role in the overall development of India’s core infrastructure. The Indian real estate sector has traditionally been dominated by a number of small regional players with relatively low levels of expertise and/or financial resources. After growing at 10. as the consequent increase in business opportunities and labour migration led to rising demand for commercial and housing space. hospitality and entertainment (hotels.9 per cent in 2010-11.8 per cent in 2009-10 and further to 6. The GDP share of the real estate sector (including ownership of dwellings) along with business services was 10.6per cent in 2010-11. Present Scenario of Real Estate Currently. cinema theatres) industries. it has traditionally tapped high net-worth individuals and other informal sources of financing. This scenario underwent a change with in line with the sector’s growth. Historically.78 paisa gets added to GDP. instead. resorts.economy. economic services (hospitals. Estimates show that for every rupee that is invested in housing and construction. 8 . At present. about 5 per cent of India’s GDP is contributed by the housing sector.

it ranks 181st in construction permission processes according to the World Bank’s Doing Business 2012 report. With institutional credit for housing investment growing at a CAGR of about 18 to 20 per cent per annum in the next three-five years. Growing requirements of space from sectors such as education. the housing sector’s contribution to GDP is likely to increase to 6 per cent.Housing ranks fourth in terms of the multiplier effect on the economy and third amongst 14 major industries in terms of total linkage effect according to Economic Survey 201112. 9 .Demand for real estate is expected to grow at a compound annual growth rate (CAGR) of 19percent between 2010 and 2014 Tier 1 metropolitan cities are projected to account for about 40percent of this. While India is among the top countries in terms of housing and work space needs. healthcare and tourism provide opportunities in the real estate sector.

55-60% in retail real estate. Over next 5 years. However. The growth of commercial real estate has been driven largely by service sectors. driven by 18-19% growth in residential real estate. Commercial Sector The commercial office space in India has evolved significantly in the past 10 years due to change in business environment. which had huge office space requirement. with the emergence of IT-ITeS. commercial. In addition. It resulted in multifold development of city outskirts and suburbs like Gurgaon near New Delhi. the Industry has evolved from a highly fragmented and unorganized Market into a Semi-organized Market. 10 . especially IT-ITeS. and the Electronic city in Bangaluru. commercial development started moving towards city suburbs. retail and hospitality asset classes. The size in terms of total economic value of real estate development activity of the Indian real estate market is currently US$40-45bn (5-6% of GDP) of which residential forms the major chunk with 90-95% of the market. Market Segment In recent years.REAL ESTATE MARKET Real Estate Market Size Activities in the real estate sector may broadly be classified into residential. commercial and the retail segment and hotels. Indian real estate market is expected to grow at a CAGR of 20%. locations such as Bengaluru. Gurgaon. 1. over the last 10years. commercial segment is distant second with 4-5% of the market and organized retail with 1% of the market. and 20-22% in commercial real estate. The sector can be divided into residential. Bandra and Malad in Mumbai.

The major demand drivers for the residential market include increasing disposable income levels. The sustained decline was largely the result of postponement of expansion plans by corporate. which are competing with traditional business destinations such as Mumbai and Delhi. continued during the second half of 2009. increased utilization rates of existing commercial space by increasing the number of shifts. Tax sops on the profits of IT-ITeS companies also led to stupendous development of IT Parks and SEZs. the demand for office space is directly linked to addition in number of employees. tax savings on home mortgage products as well as real estate being considered a “necessary” investment. When economy slows down. Downturn in the commercial real estate market in India. Kolkata and Pune have established themselves as emerging destinations for commercial development. IT/ITeS.Hyderabad. which in turn is dependent on economic growth. residential real estate industry can be divided into four growth phases:Phase I (2001-2005) was an initial growth phase with stabilizing residential real estate 11 . Broadly. companies hold their expansion plans leading to lower demand for office space. Chennai. However. Demand for houses increased considerably whilst supply of houses could not keep pace with demand thereby leading to a steep rise in residential capital values especially in urban areas. which had commenced during the second half of 2008. Residential Sector in Real Estate Residential demand is the mainstay of the Indian real estate sector. increase in the number of nuclear families / households. which adversely impacted demand for office space. 2. which had been a major demand driver for the sector in the last 2 years.

7million units at the end of Phase II. The retreat of various real estate investors. Demand is expected to remain strong with capital values witnessing modest rise. rising disposable incomes. housing shortage in urban areas will continue to rise owing to migration towards urban areas and increasing trend of nuclear families. Demand rapidly increased due to India’s growing population. Phase III (2009-2010) witnessed substantial slowdown and part recovery in demand because of the global economic downturn. fiscal incentives on interest and principal payment for housing loans and heightened customer expectations.prices following the global recovery post the “dot com” bust and 9/11 terrorist attacks in New York. noteworthy recovery in IT/ITES industry. accentuated urbanization. up from 15. Phase IV (2011-2014) is expected to remain a consolidation phase after slowdown.1 million units at 12 . has resulted in over supply and falling prices. Phase II (2006-2008) was a high growth phase where high demand for residential real estate led to doubling of housing prices. The housing shortage in India is estimated at 78. substantial housing shortage is still prevalent in India. low interest rates. accompanied by slowdown in the capital markets. This period is expected to witness substantial supply of housing especially in urban areas. growing urbanization and a rising trend towards nuclear families. However. The overall housing shortage in India is likely to decline to 75. rapidly growing middle class and youth population.5 million units by the end of Phase IV.3 million units at the end of 2008. At the same time. In spite of the stupendous growth witnessed in the past 10 years. Housing shortage in urban areas is estimated at 19. which led to a decline in affordability and tight liquidity. there was steady growth in Indian economic activity.

The government’s continuous focus on improving the housing situation. Indian retailers are seeking to implement their expansion plans in 13 . Rural housing shortage is expected to decline to 53. 3.7 million units by the end of 2014. of organized retail mall space across various primary and secondary locations. is expected to reduce housing shortage in rural areas. Mumbai. RMZ Corp and so on. Retail Real Estate In 2010. Results found out through a survey state that the retail market is expected to grow in the coming years. DLF. There is an increased development of retail malls which are primarily dominated by the local developers. Bangalore and Chennai and was a consequence of the positive sentiments amongst retailers on spatial expansion and enhancing their footprints across the country. India witnessed the addition of more than 5 million sq.8 million units by 2013-14 from 59. The growth of malls in India has increased to about 59 which comprises of the retail stock.ft. Two Million Housing Programmers. Housing shortage in urban areas is likely to touch a walloping 21. under schemes like Indira AwaasYojna. The Prestige Group. will witness a reduction in housing shortage due to migration and conversion of kutcha houses into pucca houses. Rajeev Gandhi Aawaas Yojna. Few of the active project developers in the Southern & Northern region are the Mantri Developers. The retail stock share will increase to 36 per cent in the coming years. All the 59malls in the southern & Northern states are either in the stages of construction or are already established. Rural areas. This was concentrated largely in NCR.4 million units at the end of 2008.the start of 2005. especially for population below poverty line. on the other hand.

Now. By 2011. when finally permitted. A few years back the industry was polarized between large five star hotels and small lodges. The entry of several global brands to fill the demand-supply gap has triggered private equity interest in the industry. Rising incomes. mid-sized hotels that work on an asset light model than the asset heavy models that take longer time to become profitable. the industry saw only five private equity deals with a cumulative value of $ 1 56 million.the prime cities as well as select Tier II and Tier III cities. the amount grew to $299 million and during the first five months of 2012. In 2010. is expected to catalyze a lot of demand from international retailers. Private equity players are also keen on budget. Hospitality Real Estate India’s hospitality industry has enjoyed robust growth over the past few years buoyed by a benign economic and political environment. Premium segment hotels are more prominent in major business destinations in India and are dominant in popular tourist destinations like Goa. 4. Delhi and Bangalore. FDI in multi brand real estate. 14 . both domestic hotel chains and international brands are queuing up with several categories of hotels to cater to different travelers in the value chain and that is why the demand for real estate properties in India are increasing. international luxury brands will restrict their growth plans to Mumbai. Increase in domestic. business and leisure travel has benefited hotels in India. higher weekend trips and increased access to travel-related information over the Internet have propelled growth in hospitality. That said. hospitality industry has raised $121 million from private equity. which attracts a lot of foreign clientele.

promote exports and create employment opportunities in the country. Under the new SEZ Policy. 2005. offering significant potential for residential and support infrastructure. formal approvals have been granted to 574 SEZ proposals as of March. 2010.As of March 2010. to generate additional economic activity. The SEZ Policy allows usage of as high as 50 percent of the SEZ area as non-processing zone. 15 . there were 350 notified SEZs and 146 have received in-principle approval. given the various fiscal benefits available to SEZ developers several real estate developers have been attracted to these projects. Developing an SEZ is approximately 15 to 20percent cheaper than developing non-SEZ commercial space.5. Special Economic Zone (SEZ) The Government of India introduced the SEZ Act.

commercial premises. housing. including land use requirements and provision of community amenities and common facilities. city and regional level infrastructure) is allowed subject to the following guidelines (also for investment by NRIs)The project shall conform to the norms and standards. According to the latest reforms. external development and other charges and complying with all other requirements as prescribed under applicable rules/ bye-laws/regulations of the State Government/ Municipal/ Local 16 . The investor/ investee company shall be responsible for obtaining all necessary approvals. rules. bye-laws. hotels. built-up infrastructure and construction-development projects (which would include. FDI up to 100 per cent under the automatic route in townships. payment of development.POLICY INITIATIVES Investment Policy The Government has proposed one per cent TDS (tax deduction at source) on transfer of immovable property if the sale value exceeds Rs 50 lakh in urban centers and Rs 20 lakh in other areas in the Union Budget 2012-13. developing internal and peripheral areas and other infrastructure facilities. housing. The purchase consideration should be met either out of inward remittances in foreign exchange through normal banking channels or out of funds from NRE/FCNR accounts maintained with a bank in India. hospitals. as laid down in the applicable building control regulations. resorts. and other regulations of the State Government/Municipal/ Local Body concerned. educational institutions. including those of the building/layout plans. The Reserve Bank of India (RBI) has granted permission to foreign citizens of Indian origin to purchase property in India for residential or commercial purposes. but not be restricted to. recreational facilities.

would monitor compliance of the above conditions by the developer. All they want is prompt action and friendly policies. The State Government/ Municipal/ Local Body concerned. PE in real estate projects will fetch considerable returns by next year-end or early 2013. which approves the building/development plans. Investment Opportunities Real estate emerged as the popular sector for private equity (PE) funds.700 million in the sector during 2011. 17 . which witnessed investments worth US$ 1.Body concerned. Foreign investors are optimistic about India. Limited partners (who write cheque for funds) expect 15-25% returns from real estate deals.

It was started off to revolutionize the Real Estate Advisory Business and to organize the currently unorganized Real Estate Sector in India by bringing in a more professional and innovative approach coupled with the right technological backing. vibrant and budding entrepreneurs from the Computer Engineering Stream of Watumull College. The Founders scout for talents in the organization through continuous performance assessment tools and qualitative metrics. Established in 2009.Ltd is an organization offering the customers in the residential real estate sector a true value for their money. This company assists them in making an informed decision by bringing forth an array of suitable choices to their disposal by partnering with the best-in-class developers. everyone is ambitious and charged to make HomeIndiaHome. This company is a growing organization committed to deliver excellence in all their endeavours. 18 . HIH Realty Private Limited has grown from an employee base of 2 to 40 employees currently. The selected employee has the option of getting personal mentorship from the founders under the V-NurTure Program. Company gives them the best offers and much more at No service charge. Home India Home is the brainchild of two young.com larger than imagined. Being run by a team of young and dynamic people.COMPANY PROFILE ABOUT COMPANY Home India Home Realty Pvt.

 Developers: To provide the support of our talented workforce to enable the best-in-class to reach their desired customers. professional real estate organization that bridges perfect transactions between the developers and the consumers. 19 . company aspires to complete 25.  Customers: To provide an assuring hand at every juncture and to assist them in making an informed choice. COMPANIES MISSION To bring delight to every stakeholder and build lifelong relationships with:  Employees: To provide a nurturing workplace and opportunities for developing to their full potential. sustainable and profitable enterprise through concerted and focused efforts. By 2015.  Investors: To build a growing.COMPANIES VISION Company seeks to become a world class.000 delightful transactions.

All their dealings bear the seal of trust and the promise of a brand name promoted via word-of mouth by their own customers. 20 . Company puts their people first. Excellence in the organization is manifested by the continuous improvement through focus on training and nurturing talents. Employees are encouraged to share their views and opinions on matters concerning them and our organization.  Excellence: Company strives for excellence in all the services that they offer to their customers. Company is committed to deliver their customers unparalleled service standards in the industry.COMPANIES VALUES  People first: Company values their employees who in turn treat their customers like their own family members. nurture them and assist them in giving the customers the best service.  Leadership: Company cultivate ethos that promote leadership qualities in our team.  Integrity: Company delivers all their services with utmost integrity and transparency.  Commitment: Company values commitment as the way of life in their organization.

Company is transparent in all their dealing. All the services to their customers are Free of Cost. Company helps their customers in booking their Dream Home.com makes property search very easy for their customers. 21 . Company’s portal HomeIndiaHome. They also assist in Home Loans. young  Blood. WHY IS HOMEINDIAHOME DIFFERENT FROM OTHERS?         Company has a strong presence across Mumbai. Enthusiastic work approach. CULTURE AT HOMEINDIAHOME    Company follows open door policy. HIH believes in Mutual and inclusive growth with all our stake-holders. Company believes in Technology. Company has flat hierarchy. so they are very rich with new ideas. Company has a very well cultured team of professionals. Company has a team of dynamic people. Innovation: Company promotes innovation by encouraging flow of ideas and exchange of thoughts in an interactive milieu aimed towards self-development of the individuals in the organization.

 Strong believers and followers of our values and a famous quote “All work and no  play make Jack a Dull Boy”. Pro-actively contributing to Sales Strategy. Tracking & reporting of all pending and closed business operations in assigned  database. Maintaining systematic records of all the customer interactions. Face-to-face off-site meetings with the prospective customers. explaining project details and showing sample    flats. Focusing on After Sales Client Relationship. thus maintaining relations with customers       and maintaining integrity. Closing the deal and making final negotiations with the customer. Pitching for various residential projects and negotiating site visit details. Sales of various new residential Projects. giving them presentations about Site   Investments & advantages of the location. Services provided by Customer Support Associate  Providing property advice to Customers. Ensuring the necessary paperwork and documentations. Design and Implementation. Taking the customers to the actual sites. 22 . Taking clients for on-site visits. Negotiating with the customer and closure of the deal. Assisting in Home Loans and financial Planning. Maintenance of records of customer details and preferences. Providing after sales service if any. Maintenance of records of customer sales interviews and adoption situations in assigned database. Services provided by Relationship Manager  Receiving leads from the marketing department and making follow-up calls to the     prospective customers. Liberal work environment.

23 . etc and advising the customer accordingly. purpose of investment. his/her financing options. E-mail and SMS correspondence with the prospective customers. Taking a note of the personal details of the customer.   Follow-up of the leads provided by the marketing department.

the Group introduced CASA by Lodha. Deutsche Bank. Lodha Bellissimo . from the Mumbai Metropolitan Region Development Authority (MMRDA). with offerings at every level. with over 30 projects in and around Mumbai. 24 .4. The Group is currently developing in excess of 35 million sq. Pioneering new trends in the market. The Group has also made history by recording the biggest land deal in India till date. The Group's tremendous success has been marked by financial investments from the finest global investors.the only Indian residential development to feature amongst the top 1000 landscapes in the world. HDFC Ventures and ICICI Ventures and State Bank of India. offering the mid-income consumer luxury homes within easy reach.MAJOR CLIENTS OF COMPANY  Lodha Group Established in 1980. from Nepean Sea Road to Dombivali. The Group has further extended its promise of luxury living with successful projects in Hyderabad and Pune.053 crore. The Group also introduced the concept of branded office spaces. the Lodha Group is Mumbai's premier real estate developer. and Palava – India's most livable city. from world-class corporate offices to large-scale office campuses to signature boutique offices for growing businesses. buying a plot in Wadala for Rs. spread over 4000 acres and located close to the upcoming Navi Mumbai international airport.ft of prime real estate. including JP Morgan. The Lodha Group has several landmark developments to its credit. including World One the world's tallest residential tower.

 Puraniks Group Puranik values are instrumental in making the company a trustworthy corporation. Thane. Hiranandani has ushered in an era marked by higher standards of living and global lifestyles. focusing on education as the best medium to enrich society.The Group currently employs over 3100 associates and provides site-based employment to over 25. the company firmly believes in value-for-money and transparent deals with strict adherence to timelines and budget estimates.  Hiranandani Developers Hiranandani has continually pioneered newer technologies. The Group is known for its projects of Hiranandani Gardens. bold design and precision engineering to create landmark residential townships and commercial complexes. As leaders in real estate. Puranik Builders has successfully built over 4 million square feet of 25 . Hiranandani is today a leading real estate group in its flagship business of construction with a pan – India as well as international presence. Thane. And going beyond its role as a premier real estate developer. With its far sightedness to spot the shifting societal trends. Hiranandani Estate. Propelled by the drive to change expectations and the lifestyle of people thus changing the skyline of the city. All this has made us a trusted name. Powai. Hiranandani Meadows. the Lodha Group has been a socially responsible corporate.000 workers. Hiranandani Business Park Powai & Thane.

commercial. Currently. Nashik. The Group has earned the trust and confidence land owners. retail. Pune. Kalyan and Lonavala. Neral. Puranik Builders owns a land bank of 300 plus acres and is progressively expanding its area of business into wider territories across India. namely residential. societies and flat purchasers by their excellent track record in executed prestigious residential and commercial landmarks which adorn the skyline of Mumbai and its suburbs.  Happy Home Group Over the last 30 years.property and has won over 4. Its portfolio of ongoing projects spreads over one million square feet. Our ventures include ongoing and upcoming residential properties in prime areas of Mulund. redefining lives and enriching lifestyles of the people. Happy Home Group has delivered more than 15 lakh square feet of residential and commercial projects.000 families who happily reside in homes built by us. Dadar-Matunga and Mulund. Thane. 26 . Our future endeavors comprise of a range of realty projects. up-market locations of Bandra. with 500 saleable units available in premium. a niche in the real estate redevelopment projects. IT Parks and row houses. the Group has laid a solid foundation for setting new milestones in the real estate redevelopment sector in Mumbai. Dombivali. And these numbers continue to grow each day. Being the pioneers of property redevelopment and experts in open land development projects. Happy Home Group has carved for themselves.

hospitals and shopping centers. What started out as a startup with just a few employees has since grown into a group that now employees 100+ people and offers a portfolio of residential and commercial properties from Rs. Progressive Group Since its inception Progressive Group it has steadily built itself on the trust that its customers have placed in it. The successful and timely completion of past projects has further strengthened this trust. Developed 26 residential/commercial construction projects consisting of 2639 units covering approximate land area of 6. Progressive Group has achieved success and growth by creating an environment of integrity and fair practices. They are also well connected to educational institutes.10 lacs to Rs. Our buildings occupy prime locations.00 lakh sq.  Galaxy Group The Galaxy Group is catering to the ever increasing need for quality housing and commercial properties since 1995. which are easily accessible by road and rail. The group has completed 15 residential/commercial projects consisting of 1256 units and 11 residential/commercial 27 . We have also tied up with several financial companies to offer our customers housing loans. We believe in bringing to our customers not houses but homes. 1. Our work is at par with international standards and has fetched us a number of national awards for quality and timely completion.5 crores and beyond. Over the past years. Progressive Group is also the first builder in Navi Mumbai to be selected by HDFC to be promoted in India and abroad.mts. All our projects are price competent and free from price escalation. We believe that a company gets its edge over competition by the services that it has to offer. which are easy to repay.

Experience in construction of public roads as Government Contractor registered in ‘A’ Class. We have constantly & relentlessly focused on creating a more fulfilling experience for our customers. Today. integrity & honesty. safety & timely completion 97% of the projects are completed on or before time.25 crore) and the prestigious Sujulam Sufalam irrigation project of Government of Gujarat. marking standard for quality and flawless execution of projects. Client’s satisfaction is our foremost concern and we implement this dedication towards building a long term client relationship. We are a team of committed professionals. commitment. location.  Juhi Developers Juhi Developers provides the most loyal and dedicated service in the Real Estate Industry.  Sai Developers Group Ever since its inception in 1994.projects consisting of 1383 units in various stages of implementations. one of the highest classes. Sai Developers has believed that success & opportunity come through the people it serves. Today our efforts bear fruit & our name rhymes with commitment to quality. Our 28 . The group has contributed to Government projects like 76 km Sardar Patel Ring Road around Ahmadabad (Developed by Urban Development Authority) – Project cost of Rs. integrity & excellence in architecture. Sai Developers is highly regarded for our transparency. reliability. Sai Developers believes in delivering best-in-class projects that cater to our customer's requirements in terms of quality. space utilization.

Projects that stand testimony to their reputation are spread over Navi Mumbai. NewPanvelto set in motion a process that was to have a snowballing effect. Juhi Developers bring to each of our projects.approach always ensures that every client is important to us. It was the time when even the bridge was not yet electrified. Airoli. Nerul. Network of Investors & Financers. With a Glorious Clientele. Cidco has extended hand for development of Navi Mumbai. In 80’s it was still a time when most people had not awoken to the idea of new township on the other tail of Thane Creek Bridge. Kalamboli. CIDCO was fast acquiring and developing vast stretches of land in Vashi. Technological and Engineering excellence coupled with comfort and convenience that transcends conventional norms and sets the paradigm for quality and perfection in the current real estate scenario. we are set to achieve newer benchmarks in Real Estate industry. 29 . Efficient Supply Chain and Banker Relations. Building at strategic locations which derive real value both in terms of returns and comfort. Juhi Developers have earned a reputation for quality construction and inspiring design.

there is so much more to customer satisfaction than the actual core product. Loyal customers that keep coming back bring a lot of revenue to a company with their repeat business. They work to make their customers happy and see customer satisfaction as the key to survival and profit. a lot of work still needs to be put down on the customer service etc to make the customers keep coming back. revenue. profits. The more customers a company can send away positively amazed the better. customer loyalty. Customer satisfaction in turn hinges on the quality and effects of their experiences and the goods or services they receive. exemplary businesses focus on the customer and his/her experience with the organization. Even if you market your company in a way that a lot of new people come to check the business out and spend some money.CUSTOMER SATISFACTION Why Organizations Focus on Customer Satisfaction Businesses monitor customer satisfaction in order to determine how to increase their customer base. Customers that get their expectations exceeded are usually happy spreading the word about what great service they have received. Customer satisfaction A company should always try to keep every customer happy. 30 . market share and survival. It is not enough getting the offered product right. Although greater profit is the primary driver. A satisfied customer is either a customer that gets what he expected or that gets his expectations exceeded.

However. Measuring customer satisfaction A company should always try to keep up with what is going on with their customers and in order to do that. It is easy for a company to assume they know what their customers want. he might not be so faithful. Secondary data is information 31 . but what the customer wants and what the company thinks that the customers want can be very different at times. It is always better to under market a bit in order not to fail the customer and to have a great chance to create an actual wow-experience for the customer. he will not hesitate to voice his negative opinion and this might scare off possible future customers. instead of making empty promises. Sometimes however it can be enough to keep customers within the zone of tolerance. Different methods of doing a customer satisfaction research There are many ways to measure customer satisfaction. It is good to try to find out both current needs and future needs as these always keep changing. if a customer like this stumbles upon a better offer. You can study customer satisfaction by gathering either secondary or primary data. research must be done every now and then. The zone of tolerance means that the customer gets good enough service to be fairly satisfied. A company should always remember not to make too big promises. When a customer is within the zone of tolerance he rarely goes out deliberately searching for a new service provider. Measuring customer satisfaction can help make great improvements in the company. if a customer leaves unhappy. The zone of tolerance lies between what kind of service the customer actually wants and what he is willing to accept.This also works the other way around.

It is good to have some kind of a structure of what to ask the customer. Designing a questionnaire When designing a questionnaire there are many things to keep in mind. libraries or the government. making people fill out questionnaires or through making observations. it can be mailed or e-mailed to customers. This kind of research is usually done with the help of a questionnaire that can be left to fill out at a restaurant for example.g. Primary data is a lot more time-consuming as it is done by collecting new information about a certain field through e. When quantitative research is being carried out it is good to follow at least 50people in order to get a reliable and realistic result.g. If a questionnaire is too long.that you can get from e. Primary data can be collected by either doing qualitative or quantitative research. instead you concentrate on getting as much information as possible from a smaller 16number of customers. When collecting primary data there are two different techniques that can be used. In-depth interviews face to face or by telephone can be used for qualitative research. conducting interviews. To best measure customer satisfaction it is good to have both secondary and primary data. A company can also have secondary data themselves if they have kept some information about their customers or they have made some previous studies. the customer might just fill it out without even 32 . When doing qualitative research you do not study a large number of customers. you can phone customers and interview them or you can walk up to people asking them the questions and ticking their answers. leading into more insight. but here you also have the chance to react to the answers and ask the customer to elaborate on his comments. too complicated or too boring.

33 . Questions can either be open or closed and both types can be used in the same questionnaire.thinking to get it over and done with. A questionnaire should also be done in a way that it does not lead the respondents to give a certain answer. Open questions should preferably be placed at the end of the questionnaire if there is a use of both open and closed questions. Routing. This helps the customer to first warm-up a bit to the subject before moving on to trickier questions. Some questions might also be a bit sensitive for some people and extra-attention should be paid to the forming of these questions so that the respondent does not feel the need to lie just to avoid feeling embarrassed. meaning that depending on an answer you move on to another segment. This is in the case of a complicated or ambiguous question. An open question gives the respondent the chance to answer in his own words and a questionnaire like this reminds a bit of a conversation. A questionnaire should always start with the simplest questions for an easy start. but sometimes asking two or three questions instead of one is better. Confusing the respondents should be avoided as much as possible. The questions should be easy to follow and in a logical order. but open questions require more effort from the respondent and can risk being poorly answered or end up simply not answered at all. This method can bring more details. should be used carefully in 17questionnaires as they can easily be confusing. A questionnaire should not be too long. A poorly done questionnaire can end up just giving wrong information instead of helping the company. If a question is too long and complicated it might be misunderstood and therefore answered incorrectly.

Closed questions are also the kind that has ready-made suggestions and where you simply tick the right answer. Disadvantages of a paper-questionnaire might in some cases be that the respondent can read through it before responding and that the respondent has too much time to think about the answers if the questionnaire is actually looking for attitudes and first thoughts. (Brace. It is easier to be honest with sensitive questions when there is not a person in front of you and the questionnaire is anonymous. These are the kind of questions that could not start a real conversation. A written questionnaire also gives the respondent the chance to take his time thinking about the answers and filling out openended questions. There is also the possibility to add pictures if this suit the questionnaire. “no‟ or “I don’t know‟ are closed questions. It makes the option an acceptable alternative and many people might end up ticking this alternative as it is the easiest. but using more papers instead of 34 . 2008. If this option is not offered the question might be left blank by many respondents.Questions that can only be answered “yes”. it might be needed at least in some questions. Closed questions have the advantage of being fairly easy to analyze. This has to be clearly indicated in the questionnaire. but there are also questions where you can choose several options. However. Whether to include an “I don’t know” option or not in closed questions should be carefully considered. The layout of a questionnaire should be neat. Usually you can only tick one answer. because the respondent might not actually know the 18answer or at all be familiar with what is asked. One should avoid too long questionnaires. 40) Paper-questionnaires can sometimes have an advantage because of the lack of interviewer. It should be written in a font that is easy to read and the paper should never be too crammed as it makes the questionnaire hard to follow.

The usual measures of customer satisfaction involve a survey with a set of statements using a Likert Technique or scale. you will get a more positive outcome and vice versa! Once you have the results of a study they need to be analyzed carefully. This helps give a sense of purpose to the respondents and can help motivate them. The customer is asked to evaluate each statement and in term of their perception and expectation of the performance of the organization being measured. he should explain the aim of the research. One could think that it is the same question and the same answers. but people for some reason tend to tick some of the first alternatives. With the help of open ended questions customers can be able to voice different needs that they have that the company was not aware of. Once the analysis has been done the company can start to think about how to address possible faults and how to be able to wow their customers in the future. The questionnaire should include a presentation or a cover letter of who is doing the research and why if the respondents are made to answer it without an interviewer. If you ask a question like “How do you feel about the food offered on our lunch menu?” and then provide options from excellent to extremely poor or from extremely poor to excellent. A questionnaire should always also include a thank you to the respondents! It is interesting how small details can influence the outcome of a research.cramming it all onto one page usually gives a better response rate. this will influence the answers. meaning that if you start with the positive. A well done questionnaire research can give a lot of insight to a company and shed light on problems a company did not know it had. 35 . If an interviewer is present.

wanted and loved. When you do meet them. 1. 2. In the business of Website design. be calm. it does get easier over time. Encourage Face-to-Face Dealings This is the most daunting and downright scary part of interacting with a customer. Because it's critical that you form a close working relationship with your client. Rest assured. rather than a voice on the phone or someone typing into an email or messenger program. take time to ask them what they need. you're well on your way to a sale. It's important to meet your customers face to face at least once or even twice during the course of a project.CUSTOMER SATISFACTION IN 7 STEPS It's a well known fact that no business can exist without customers. confident and above all. I believe that if a potential client spends over half the meeting doing the talking. If you're not used to this sort of thing it can be a pretty nerve-wracking experience. My experience has shown that a client finds it easier to relate to and work with someone they've actually met in person. it's important to work closely with your customers to make sure the site or system you create for them is as close to their requirements as you can manage. What follows are a selection of tips that will make your clients feel valued. though. customer service is of vital importance. Respond to Messages Promptly & Keep Your Clients Informed 36 .

They also apologized repeatedly. and how long it would be before they were working again. courteous and to make your clients feel like you're their friend and you're there to help them out. why things were going wrong.This goes without saying really. At every step along the way I was emailed and told exactly what was going on. It's vital that you keep a clear head. But because they took time to keep me informed.it happens to all of us. which was nice. Even if you're not able to solve a problem right away. Be Friendly and Approachable A fellow Site Pointer once told me that you can hear a smile through the phone. This is very true. That to me is a prime example of customer service. There will be times when you want to beat your clients over the head repeatedly with a blunt object . 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. We all know how annoying it is to wait days for a response to an email or phone call. and I at least knew they were doing something about the problems. A good example of this is my Web host. let the customer know you're working on it. respond to your clients' wishes as best you can. They've had some trouble with server hardware which has caused a fair bit of downtime lately. and at all times remain polite and courteous. It's very important to be friendly. It might not always be practical to deal with all customers' queries within the space of a few hours. 37 . it didn't seem so bad. 3. Now if they server had just gone down with no explanation I think I'd have been pretty annoyed and may have moved my business elsewhere.

6. should they contact different people for billing and technical enquiries? If they're not satisfied with any aspect of your customer service. wanted and valued. These little niceties can be time consuming and aren't always cost effective.4. You ever had a personalized sign-up confirmation email for a service that you could tell was typed from scratch. achieving this supreme level of understanding with your clients will do wonders for your working relationship Take this as an example: you're working on the front-end for your client's exciting new 38 . 5. So make sure your customer service policy is present on your site -. Even if it's as small as sending a Happy Holidays email to all your customers. but a clearly defined customer service policy is going to save you a lot of time and effort in the long run. 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. but remember to do them. or not knowing who to turn to. Have a Clearly-Defined Customer Service Policy This may not be too important when you're just starting out. It shows you care. and most importantly. it shows there are real people on the other end of that screen or telephone. If a customer has a problem.and anywhere else it may be useful. Making sure they know exactly what to do at each stage of their enquiry should be of utmost importance. who should they tell? There's nothing more annoying for a client than being passed from person to person. Anticipate Your Client's Needs & Go Out Of Your Way to Help Them Out Sometimes this is easier said than done! However. it makes the customer feel welcomed. it's something.

The most common example here is project delivery dates. something may not get done. technology can fail and sub-contractors don't always deliver on time. Sometimes. In this case a quick apology and assurance it'll be ready ASAP wouldn't go amiss. deliver.ecommerce Endeavour. As if by magic. Projects can be late. A note accompanies it which reads: 7. a couple of weeks later a CD-ROM arrives on their doorstep complete with high resolution versions of all the images you've used on the site. or you might miss a deadline through no fault of your own. Clients don't like to be disappointed. Honor Your Promises It's possible this is the most important point in this article. The simple message: when you promise something. 39 . originals and files backed up on your desktop computer and the site is going really well. You have all the images. During a meeting with your client he/she happens to mention a hard-copy brochure their internal marketing people are developing.

They need to educate these customers by explaining the current state of the market. To measure satisfaction. and walk them through every step of the closing process. however. Power:Repeat buyers and sellers expressed more satisfaction with their real estate company compared to customers who were selling or buying a home for the first time. customer loyalty is first to the company and second to the agent. closing process.930 respondents who bought or sold a home between March 2012 and April 2013.371 evaluations from 3. Power 2013 Home Buyer/Seller Satisfaction study. 40 . and variety of additional services. The 2013 Home Buyer/Seller Study includes 4.LITERATURE REVIEW 2013 Home Buyer/Seller Satisfaction study by J.D. discuss foreclosure and short sale transactions.D.A real estate company’s agent remains the most important aspect of the customer’s experience among first-time and repeat home buyers and sellers. according to the J. real estate office. the study looked at four factors in the home buying experience: agent/salesperson. Real estate companies remain challenged in adapting their customer service approach to best meet the needs of first-time home buyers and sellers.

41 .

To know the customer satisfaction level towards services provided by company 2. To find out the customer expectation from HIH Realty. 2. update and engage to achieve customer delight. 42 . 3. To suggest methods to reduce the inefficiencies. To know ways to enhance customer service experience.OBJECTIVES OF THE PROJECT:  Primary Objectives: 1. To identify services to be included in services under support.  Secondary Objectives: 1.

So that the company can increase its market share. Customer’s expectations change accordingly with time. so that marketers can design the product based on the need of the customers. This in turn will increase the volume of sales. It helps the organization to understand the customer psychology on choosing the product or service so that easily the product can be positioned. so that it can create the basis for further improvement. Helps the company to understand the efficiency of the service provided to the customers. 2. 3. Customer’s expectations should be studied with great efforts. The study helps to assess the real opinion and mindset of customers and aids to meet out their expectation in future. RESEARCH METHODOLOGY INTRODUCTION: 43 . 4. 5.SCOPE OF STUDY 1. If the customers need were met then the customer may turn as an asset to the company because they become opinion leader for others.

There are three types of research designs. It guides the researcher to do the research scientifically. RESEARCH DESIGN: A research design is the arrangement of condition for collection and analysis of data in a manner which may result in an economy in procedure. keeping in view the objective of the research availability of time. The research methodology includes the logic behind the methods we use in the content of our research study. The main characteristic of this method is that the researcher has no control over the variables. They are. 44 .  Conclusive research design. It contains of different steps that are generally adopted by a researcher to study his research problem along with the logic behind them.  Performance monitoring research. Causal research design. It stands for advance planning for collection of the relevant data and the techniques to be used in analysis. SAMPLING TECHNIQUES: The simple random sampling technique was employed in the selection of the sample. 2.  Exploratory research design. It includes surveys and fact-finding enquiries of different kinds. 1. Data become information only when a proper methodology is adopted. he can report only what has happened or what is happening. Descriptive research design.Research methodology is a way to systematically solve the research problems. The Research design used in this study was descriptive research design.

Observation 3. Experimentation 2. DATA COLLECTION METHORD: The data collection method for the study the researcher should keep in the mind the two sources of data. Questionnaire schedule Primary data has been collected through structured questioner.  Questionnaire The questionnaire was prepared keeping in view the objectives of study. . • Primary data • Secondary data. The questionnaire consisted of a variety of questions that lay consistent with the objective of the research. Therefore the sample size which was drawn was 80 out of 156. PRIMARY DATA COLLECTION: Source of primary data: 1. Different questions were so arranged to know satisfaction level of customers towards services 45 .The data of 156 booked customers was obtained from the customer database maintained by the company from 2011-2012 and 2012-2013.SAMPLE SIZE: The study was done on 156 booked customers of the company of which effective responses were gathered from 80 booked customer.

Fixed Alternative Question STUDY CONDUCTED The primary data was gathered through Tele research. Open Ended 2. Questionnaire contains four types of questions 1. Dichotomous 3. The questionnaire not only focused gathering information on the above mentioned areas but also about the service suggestions to be envisaged under support. 46 . update and engage. SECONDARY DATA: Secondary data has been collected from the Company Website. Internet etc.provided by company. The information was gathered from the structured questionnaire.

Graphs: Graphical representations are used to show the results in simple form.STATISTICAL TOOLS: The data are analyzed through statistical methods. The graphs are prepared on the basis of data that is received from the percentage analysis 47 . Simplex percentage analysis: Percentage analysis is the method to represent raw streams of data as a percentage ( a part in100‐ percent) for better understanding of collected data. Simplex percentage analysis are used for analyzing are used for analyzing the data collected.

06 0 0 6.24 18.5 70 60 29.22 Extremely Dissatisfied Very Dissatisfied Somewhat Dissatisfied Somewhat Satisfied Very Satisfied Extremely Satisfied 48 .21 80 6.25 27.06 0 9.06 33.48 25 30 32.DATA ANALYSIS Website Parameter Analysis: 100 9.33 48.45 3.09 6.9 8 90 21.27 20 24.39 50 40 36 33.06 8 9.75 24 15.33 24.12 37.03 39.37 0 6.15 10 0 0 6.24 24 16.37 12.

34% Description of the Pie chart:  0% respondents are extremely dissatisfied with website services provided by company. 9% Extremely Dissatisfied.  9% respondents are extremely satisfied with website services provided by company Email Parameter Analysis 49 .  25% respondents are somewhat dissatisfied with website services provided by company. 1% Very Satisfied. 8% Somewhat Dissatisfied. 24% Very Dissatisfied.  24% respondents are very satisfied with website services provided by company.  8% respondents are very dissatisfied with website services provided by company.  34% respondents are somewhat satisfied with website services provided by company.Website Analysis: Website Extremely Satisfied. 25% Somewhat Satisfied.

51 10.12 Content relevance 4.75 27.02 0 4.76 90 18.33 34.65 80 29.25 0 Easy Understanding Extremely Dissatisfied Very Dissatisfied Somewhat Dissatisfied Somewhat Satisfied Very Satisfied Extremely Satisfied 50 .17 40 30 33.33 27.16 Personalization 0 2.65 20 10 0 17.04 50 36.100 8.41 12.78 70 60 33.

35% Description of pie chart:  2% respondents are extremely dissatisfied with Email services provided by company.  26% respondents are somewhat dissatisfied with Email services provided by company. 11% Somewhat Dissatisfied. SMS Parameter Analysis: 51 .  1% respondents are very dissatisfied with Email services provided by company.  11% respondents are extremely satisfied with Email services provided by company.Email Analysis Email Extremely Dissatisfied. 26% Very Satisfied. 2% Very Dissatisfied.  25% respondents are very satisfied with Email services provided by company. 25% Somewhat Satisfied.  35% respondents are somewhat satisfied with Email services provided by company. 1% Extremely Satisfied.

100

12.9

16.66

90

80

20

32.25

70

60
30
50
38.7

40

30

20

20

9.67

10
10

0

6.45
0

3.33

Personalization

Content Relevance

Extremely Dissatisfied

Very Dissatisfied

Somewhat Dissatisfied

Somewhat Satisfied

Very Satisfied

Extremely Satisfied

52

SMS Analysis:

SMS
Extremely Dissatisfied; 2%
Very Dissatisfied; 8%
Extremely Satisfied; 15%
Somewhat Dissatisfied; 15%
Very Satisfied; 26%
Somewhat Satisfied; 34%

Description of pie chart:
 2% respondents are extremely dissatisfied with SMS services provided by
company.
 8% respondents are very dissatisfied with SMS services provided by company.
 15% respondents are somewhat dissatisfied with SMS services provided by
company.
 34% respondents are somewhat satisfied with SMS services provided by
company.
 26% respondents are very satisfied with SMS services provided by company.
 15% respondents are extremely satisfied with SMS services provided by
company.
Tele-consultant Parameter Analysis:
53

100

6.12

10.41

8.16

6.12

6.38

26.53

23.4

90
22.44
80

32.65

29.16

70

12.77
14.28

60
50

34.69
22.91

22.44
28.57

40
30

27.08

22.44

36.17

24.48

20
24.48
10
0

10.41

12.24

10.2

2.04

2.04

0

21.27

0

0

Extremely Dissatisfied

Very Dissatisfied

Somewhat Dissatisfied

Somewhat Satisfied

Very Satisfied

Extremely Satisfied

Tele-consultant Analysis:

54

Tele-consultant
Extremely Satisfied; 7% Extremely Dissatisfied; 1%
Very Satisfied; 27%

Very Dissatisfied; 16%
Somewhat Dissatisfied; 28%

Somewhat Satisfied; 21%

Description of pie chart:
 1% respondents are extremely dissatisfied with services provided by Teleconsultant of the company.
 16% respondents are very dissatisfied with services provided by Tele-consultant
of the company.
 28% respondents are somewhat dissatisfied with services provided by Teleconsultant of the company.
 21% respondents are somewhat satisfied with services provided by Teleconsultant of the company.
 27% respondents are very satisfied with services provided by Tele-consultant of
the company.
 7% respondents are extremely satisfied with services provided by Tele-consultant
of the company.

55

08 80 19.73 18.3 .33 56 9.69 9.38 9.75 10.85 8.6 21.48 10.Relationship Manager Parameter Analysis: 120 100 13.09 17.

Relationship Manager Analysis: Relationship Manager Extremely Dissatisfied. 20% Somewhat Dissatisfied.  12% respondents are extremely satisfied with services provided by Relationship Manager of the company. 12% Very Satisfied. 8% Extremely Satisfied. 20% Description of pie chart:  8% respondents are extremely dissatisfied with services provided by Relationship Manager of the company.  27% respondents are somewhat dissatisfied with services provided by Relationship Manager of the company.  12% respondents are very dissatisfied with services provided by Relationship Manager of the company.  21% respondents are somewhat satisfied with services provided by Relationship Manager of the company. 27% Somewhat Satisfied. 12% Very Dissatisfied. 57 .  20% respondents are very satisfied with services provided by Relationship Manager of the company.

28 20 30 8.75 80 0 70 60 20.64 15 40 35.54 0 50 29.54 17.88 30 0 5.81 0 Extremely Dissatisfied Very Dissatisfied Somewhat Dissatisfied Somewhat Satisfied Very Satisfied Extremely Satisfied 58 .41 50 10 16.81 20.85 0 17.52 7.64 90 27.84 5.4 7.1 23.75 25 25 42.54 7.21 14.88 50 50 14.64 48.57 25 0 10.28 2.Customer Relationship Manager Parameter Analysis: 100 5.5 28.5 0 10.

Company Analysis: 59 . 15% Description of pie chart:  10% respondents are extremely dissatisfied with services provided by Customer Relationship Manager of the company.  15% respondents are somewhat satisfied with services provided by Customer Relationship Manager of the company.  31% respondents are somewhat dissatisfied with services provided by Customer Relationship Manager of the company.Very 15%Dissatisfied.  21% respondents are very satisfied with services provided by Customer Relationship Manager of the company. 21% Somewhat Dissatisfied. 31% Somewhat Satisfied. 8% Very Satisfied. 9% Extremely Satisfied.  8% respondents are very dissatisfied with services provided by Customer Relationship Manager of the company.  15% respondents are extremely satisfied with services provided by Customer Relationship Manager of the company.Customer Relationship Manager Analysis: CustomerRelationship Manager Extremely Dissatisfied.

60 . 11% Very Dissatisfied.  27% respondents are somewhat dissatisfied with services provided by the company. 24% Description of pie chart:  5% respondents are extremely dissatisfied with services provided by the company. 27% Somewhat Satisfied.Company Analysis Extremely Dissatisfied. 23% Somewhat Dissatisfied.  23% respondents are very satisfied with services provided the company. 10% Very Satisfied.  11% respondents are extremely satisfied with services provided by the company. 5% Extremely Satisfied.  10% respondents are very dissatisfied with services provided by the company.  24% respondents are somewhat satisfied with services provided by the company.

61 .  73% respondent said they want Transport facility from residence to the site to be included in the services offered by the company.Yes 90 80 70 60 50 40 30 20 10 0  77% respondent said they want home decor facility service to be included in the services offered by the company.  66% respondent said they want new investment suggestions service to be included in the services offered by the company.  69% respondent said they want Home Furniture and Fixtures service to be included in the services offered by the company.  80% respondent said they want Intermittent Email on market analysis of the property to be included in the services offered by the company.

FINDINGS 62 . 84% respondent said they want home snapshot by email on construction updates to be included in the services offered by the company.  53% respondent said they want Documents and legal advisory service to be included in the services offered by the company.

3. There is no unsubscribed option for Email.Observation for various services provided by company: Website: 1. Customer found reiterating offer related SMS abrasive. 2. The email send to customers were under inappropriate name. 63 . The email with same content was reiterated. Tele-consultant has not provided information on various projects in same vicinity. SMS is confusing whether the message is from the company or Lodha. 4. Deficient detailed information of the projects on the website. 2. SMS is not personalized. Information on website is not updated as compared to other realty websites. 2. There is no awareness of website of the company. It did not contain complete details of the projects. The delivery of information from Tele-consultant been found insufficient. 3. Tele-Consultant 1. Email 1. 3. SMS 1. 2.

5. The information on the project was not customized to the specific customer requirement. The RM did not efficiently negotiate with developer for the client in respect of the prices committed by the RM to the client. The developer and client did not have trust and confidence in RM.3. Relationship Manager 1. The RM has pressurized the customer to close the deal fast. There had been a lot of false commitment made to the customers. 4. 6. Tele-consultant delivery was found insensible. 4. There is no follow up after commitment of call back. 64 . 3. The Tele-consultant only focused on Lodha Projects and they have improper information of other projects. 6. The information dissemination was not properly structured by RM. The RM acted like a broker not as a realty consultant. The RM was not able to make comparison between various projects. 2. 7. 5.

The payment reminder was not given on the right time. 3. False commitment been made. 5. E. 6. 4. 2. Cheques pick up and drop facility was not efficient enough and was not given on time.Customer Relationship Manager 1. 65 . Commitment of the gift was not fulfilled. Developer issue resolution is not provided after buying the property.g. There was demand of documents which were not required. There was no customer engagement after property selling. 7. commitment of fine reversal has not been fulfilled.

 There were 9 respondents who were not answered the call. 66 . Non.availability of data  The booked customer data was not available on time to achieve the target on given data. in responding to the questionnaire. 5. Incomplete responses  There was incomplete response from 7 respondents because they were highly unsatisfied.  Property cancelled The data which was available consisted of 13 contact information of clients who had cancelled the property. Appointment given beyond the target date  There were 14 respondents who gave call appointments beyond the target date. Data issues  Wrong number The data which was available consisted of 12 wrong numbers.LIMITATIONS 1. 4. No response  There was difficulty to take responses from 5 respondents as they were out of reach.  There was incomplete response from 16 respondents as they were not interested 3. 2.

With this information we can conclude that customers are somewhat satisfied by services provided by the company. responses to the different questions.CONCLUSIONS After conducting market research for HIH Realty Pvt Ltd we came to know different needs of consumers. The table depicts below mentions the customer satisfaction level towards their overall experience with the company. Customer Satisfaction Level Percentage of Respondent Extremely Dissatisfied Very Dissatisfied 5% 10% Somewhat Dissatisfied Somewhat Satisfied Very Satisfied Extremely Satisfied 27% 24% 23% 11% SUGGESTIONS Suggestions for improvement in services provided by the company: Website 67 . their valuable suggestions. The research gives an exemplary insight of the performance of the company.

3. 4.  information on price of the project  construction  loan information 68 . 6. 5. Important information of the project should be highlighted on the webpage. Email 1.e. 2. 4. Continual update of the images on the website of projects would build confidence in the customer. so the current constructed status could be clear. Multimedia and Animated display of projects should be there. Website should be updated with current market analysis.1. The Credential of the person should be known before sending the email and it should not be send to a wrong person. It should contain the detailed information of the project. 3. i. Images of the projects should get updated every month. 2. so that it can catch the eye of the customer. Audio Visual information of the projects should be uploaded. There should be unsubscribed option for email. Email sending should be moderate and should not be overdone.

SMS 1. it should not be overdone. There should be unsubscribed option for SMS. 7. 6. Emails should also be sent containing information current project analysis and its current prices of the Property bought with the images of construction updates. 2. 69 . Messages should not be repeated with same information. There should be emails by the company intimating its participation in property exhibitions. Tele-consultant 1. 5. amenities 5. 3. There should be emails on current status of the project. Emails should not be repeated with same information. Information update on the current prices of the bought property by customer through SMS. The SMS should be personalized. The sending of the SMS should be moderate. Tele-Consultant should be updated with the information on the current status and information on final price of the projects. 6. 8. 4. The SMS should be sent on projects of various developers not only of Lodha projects.

8. The RM should not represent the developer. The RM should not pressurize the customer to close the deal fast. agreement. The RM should give detailed information about projects. 5. 4. They should call only on time given by the customer. It should be very specific to the project search by the client. The information of overall cost in acquisition of property should be given to client properly. 70 . 9. formulation and other documentation for acquiring the property. 2.2. 3. The RM should have a good knowledge of the all the project in the vicinity. Relationship Manager 1. 3. The RM should have proper knowledge of tax applicable. RM should stay in touch till the completion of the process. 4. not on any other time. 6. The customization should be refined to the specific customer requirement. The call should not be a general call. The reciprocation by the RM should be quick and on time. 5. 7. and make them understand about all the procedure for acquiring the property. The site visit should be must before the possession of the property. understand customer’s requirement and accordingly should give proper suggestions. Clarity in delivery should be there so that client trust could build up.

Home loan Advisory service should be provided and a specific person should be appointed for it. 71 . 3. False commitments should not be made. The CRM should be made responsible and accountable till the completion of the process. 6. policy and charges should be informed to the client on time. The customer should be aware of the facility of the CRM given by the company. The CRM should keep customer updated. 8. The information on changes in developers plan. 4.10. 5. The CRM should give proper and detailed information about loan and help in its procurement.The RM should provide Vaastu information of the property andproject.The RM should disseminate information on both Pros and Corns of the project. 11. 7. if there is delayed in possession. Customer Relationship Manager 1. Service Suggestions 1. The CRM should keep the customer updated with changes in respect of developer policy and developer issues till the possession of the property. There should be proper report send through email on the update of the construction. 2.

Company should provide service for re-sale of property. Company should provide services for letting out property.2. The company should issue monthly booklets or magazines containing hot property information. 5. Support Services 1. The company should provide a list of contact details of all the proximate Dish service. 3. 6. Company should help in getting better home loan deals from the bank. RECOMMENDATIONS Service Recommendations A. 4. Internet service and electric appliance repair service and newspaper service and laundry service providers. Home Loan Acquisition 72 .

73 . Market Analysis information to the specific property bought through mail and call. Intermittent calls for construction update. B. Home Décor Facility 3.a) Concessional rate acquisition b) Advisory on resource management 2. Shifting Services 5. 3. 4. 2. Update Services 1. Information on the general trend of the market through mail. New Investment Suggestions. Home Furniture and Fixtures 4. Documentation and legal advisory on a chargeable basis. 5. Construction update by mail with snapshots.

Community on Facebook with an online game platform. Engage Services 1. Blogs on Facebook and followership 4.C. 5. 74 . Half yearly Customer Interaction Meet 6. 3. Linked in Profile Improvement for Professional Engagement. Solicitation and Greetings through mails and call and gifts. Tweets 2.

. 1985(Reprint 2003).com/Mumbai 3.com/satisfaction-7-steps/ 2. 1993. Secrets of Customer Relationship Management : It's All about How You Make Them Feel. Sultan Chand and Company Ltd.BIBLIOGRAPHY 1. Measuring customer satisfaction: A guide to managing quality service. www. 3. http://www.cci.sitepoint. “CUSTOMER SATISFACTION IN 7 STEPS” Article by Adrian Thompson.homeindiahome. http://www. 4. James G.R. New Delhi. New Delhi. Course Technology Crisp. Research Methodology. WishwaPrakashan. McGraw-Hill. Richard.in/pdfs/surveys-reports 75 . 2002.. Kotler Philip. Gerson. Principles of Marketing. 2000. Kothari C. Barnes. 2. Websites: 1.

Name: Age: Occupation: Project: Relationship Manager: Q1.Very Satisfied Engaging and Memorable Experience Graphics and Multimedia Timely Response to Query Submission Navigation Goal Achievemen t Updated and accurate Q3.Extreme ly Satisfied .Extremel y Dissatisfie d 2. How did you come to know about the company? a) Online b) friends & relatives c) SMS d) other Q2. Please suggest any improvement for the website which would enhance your Website experience.Very Dissatisfi ed 3. Please rate the Website of the company on the given parameters Paramete rs 1.Somewh at Satisfied 5. 76 6.Somewhat Dissatisfied 4.ANNEXURE Customer Satisfaction Questionnaire Home India Home Pvt Ltd.

Extremel 2.Q4. Please rate the service delivered by the Tele-Consultant of the company on the given parameters 3.Very y Dissatisfie at at Satisfied Satisfied s Dissatisfie d d Dissatisfie d Satisfied Personalizati on Content Relevance Q6.Somewh 4.Somewh 5. Please suggest on the improvement of Emails and SMS.Extremely Parameter 1.Somewh 4.Extremel 2. Please rate the SMS sent by the company on the given parameters 3.Very 6. 3.Somewh 5. Q7.Very y Dissatisfie at at Satisfied Satisfied s Dissatisfie d d Dissatisfie d Satisfied Personalizati on Content Relevance Easy Understandi ng Q5.Very 6.Extremely Parameter 1.Extremel 2.Very 6. Please rate the E-Mails sent by the company on the given parameters.Somewh 5.Very y Dissatisfie at at Satisfied y Satisfied s Dissatisfie d d Dissatisfie d Welcome Message Communicati on Information Sufficiency Customized Information Relevant Suggestions 77 Satisfied .Extremel Parameter 1.Somewh 4.

Q12.Extremel 2.Somewh 4. Parameter s 1.Somewh at Satisfied 5. Please rate the service delivered by the Relationship Manager of the company on the given parameters. Please rate the service delivered by the Customer Relationship Manager of the company on the given parameters.Very Parameters y Dissatisfie d Dissatisfie at d Dissatisfie d Welcome Correspondenc 78 at Satisfied Satisfie d 6.Extremel y Satisfied Project Detail Information Project Analysis Documentati on Information Project Comparative Analysis Project Market Analysis Realty Market Analysis Relevant Property Suggestions Q11.Very 3.Very Dissatisfi ed 3.Somewh 5.Very Satisfie d 6.Q8. 1. Please suggest any other service which the Tele-Consultant should provide? Q9.Extremel y Satisfied .Somewh at Dissatisfie d 4.Extremel y Dissatisfie d 2. Please suggest any other service which the Relationship Manager should Provide.

7. Q17. Documentation and legal advisory Yes No Q15.e (call & e-mail) Welcome Kit Home Loan Advisory & Procurement Cheque pick up and drop facility Fine Reversal Payment Reminders after registration Developer Issues Q13. the service if added to the present Offering would add value to your satisfaction. Please tick from the list given below. We would request you to make any suggestion which the company should add to the present offering. Snapshot by email on construction Update 8. Please suggest any other service which the Customer Relationship Manager should provide Q14. Intermittent Email on market analysis Of the property.Transport Facility from residence to the site. Please suggest on improving your experience with the company. 79 . 5. Home Furniture and Fixtures 3. Shifting Services 4. Service 1. Home Décor Facility 2. New Investment Suggestions. 6.