Report Based On Questionnaire

Grand Hypermarket

Aim

Our aim is to find out the facts behind the shortage of customers in Grand Hyper
according to the instructions given by the Managing Director and to come back with
all the information gathered to do the needful at your end. For that, we had
collected a questionnaire filled up by the customers to analyze their views and
expectations about Grand Hyper. This report is subjected to the analysis made by
us from the respondent point of view.

SWOT ANALYSIS

Strength

1) Mall is situated among a wide range of customer groups.

*) 53.30% are living less than 1/2 km.
*) 60.75% can easy access due their accommodation is close by.

2) And is the only Hypermarket near to this locality.

3) Management is fit to raise sufficient infrastructure.

4) Committed Staff Strength.

Weakness

We can clear the following points through suggestions given against open ended
questions:-

1) Range of Products is not enough to satisfy the customer needs.

*) Out of total respondents, 23.01% are not satisfied with the

range ofproducts.

*) Out of 88 respondents, only 4.55% is satisfied in this matter.

2) Accessibility to Grand Hyper.

*) Around 46% respondent feel difficulty in accessing Grand Hyper

due the lack of parking facilities.

*) In suggestions and recommendations – out of 46% respondent, all

 of them felt disappointed regarding the accessibility to Grand Hyper.

3) Customer Service and Concerned section staff behavior and helpfulness.

*) we should attain 100% remark as ‘Excellent’, coz customer

satisfaction is the vital part to achieve 100% in business. But
the result is a bit unsatisfactory

*) Out of 56 respondents, 83.9% are unhappy with the staff’s

behavior especially the counter staff’s.

*) The focus group discussion too had the same opinion in this
matter.

4) Regarding the cleanliness of mall both interior and exterior.

Lots of negative opinion has come from the respondents regarding the
cleanliness of mall premises. Few areas are,

*) Front elevation.
*) Fruits & Veg.
*) Fresh Meat & Fish.
*) Stationary & Cosmetics.

5) Delivery Services.

 27.12% of response said that, they are getting delivery on time.

 Source - comments and personal interaction with camp bosses at
apsara area saying that most of the customers are not aware
about Grand Hyper’s delivery services.
 Another weakness of Grand Hyper is product price. 94.94% of the
respondents shown their objection about the price strategy at
Grand Hyper.
 Untrained Staff.

Opportunities

 Police Quarters is going to be commissioned just behind the Al-Khail

Mall,which can contribute minimum ten thousand prospective and
potential customers.
 Expansion of roads in the surrounding area is helpful for us in one
way-we can expect more crowd to Grand Hyper.
  Low traffic roads in the surrounding area will be an added
advantage
i.e., those who are living in Al-Quoz won’t go outside especially
during the heavy traffic time.

Threats

 From Grand Hyper signal, it is very difficult to enter via entrance 2.

All customers, except those who come’s from Sheikh Zayed road
has to take a ‘U’ turn to reach the entrance. The running will be
minimum of 1km.
 Due global recession, 36% of total accommodation is vacant and is
one factor which affected the contribution of revenue.
 In Apsara area, there are 7 big supermarkets which stand as a
barrier for the flow of customers to Grand Hyper.
 Those Supermarkets are providing credit facilities to labours
associated with camp boss.
 The customers are very happy with these kind of services provided
by others especially delivery and credit facilities.
 Premium companies are providing transportation facilities to staff
members for shopping at biggest malls and towns.

Submitted By,

Mr. Kunhi Mohammed (Manager – GHM)

Mr. Abdul Gafoor (Inventory Auditor)
Mr. Saleel Babu (Manager- Regency Trading)
Mr. Naser (Manager)
Mr. Sanin (Executive Secretary)
Mr. Kutty (Supervisor – GHM)
Mr. Manoj (Supervisor – GHM)