Shri Ratanlal Kanwarlal Patni Girls College, Kishangarh

Department of Management
A PROJECT REPORT ON
‘’A Study on customer satisfaction with Special Reference to
STONEX EXQUISITE MARBLE PVT.LTD. Kishangarh’’
Submitted
IN PARTIAL FULFILLMENT OF THE REQUIREMENT OF THE
AWARD FOR THE DEGREE OF
BACHELOR OF BUSINESS ADMINISTRATION
Under The Guidance Of
Miss Niharika Sharma
(Assistant Professor & Coordinator)
Department of Management, SRKPGC, Kishangarh
Submitted By
Miss Ashika Jain
B.B.A. Part III Semester 5th
Session 2023- 2024
Shri Ratanlal Kanwarlal Patni Girls College, Kishangarh
 CONTENT
Sr.No. COMPONENTS PAGE NO.
1. Acknowledgement 3
2. Preface 4
3. Declaration 5
4. Executive summary 6
5 Chapter 1 Company Profile 7-18
6. Introduction to study 19-31
7. Research Methodology 32
8. Objective of study 33
9. Facts and Findings 34
10. conclusion 35
11. Literature review 36
12. Data Analysis and Data Interpretation 37-47
13. References 48
15 Annexure 49
 ACKNOWLEDGEMENT
It gives me immense pleasure to acknowledge and to express my gratitude to all those who
helped me throughout this project. Firstly, I would like to thank the entire STONEX
EXQUISITE MARBLE team members who provided me time between his busy schedule
and important work. They had arranged all facilities to make our internship more
meaningful. I would like to thank STONEX EXQUISITE MARBLE PVT.LTD. For giving
me the opportunity for a summer internship in their organization which was a good
environment for learning. Secondly, I express my thanks to Miss Niharika Sharma (Faculty
of BBA) who guided and helped me to understand about the topic.
Lastly, I would like to thank my family and my friends who have helped me to make this
report complete.
 PREFACE

The successful completion of this project was a unique experience for us and we achieved a
Better knowledge about "Customer Satisfaction in Marketing Management". The experience
Which we got by doing this project was essential to our future.

The information in this project being submitted by us contains detailed analysis of the
research undertaken by us.

The research provides an opportunity to us to devote our skills, knowledge and competencies
during our knowledge gathering sessions of marketing management. The research is on the
topic "customer satisfaction in marketing management".
 DECLARATION

I Ashika Jain , here declaring my report for summer training report on a study on consumer
satisfaction with special reference to STONEX EXQUISITE MARBLE PVT. LTD.
Kishangarh" is the outcome of my efforts and submitted by me in the partial fulfilment for
the award of Bachelor of Business Administration at Shri Ratanlal Kanwarlal Patni Girls
College , Kishangarh, Maharshi Dayanand Saraswati University, Ajmer. The matter
embodied in this summer training report has been submitted for the award of any other
degree or diploma .
 EXECUTIVE SUMMARY
Present world is the world of competitions. There are huge competitions in each and every
sector. Everyone wants to be ahead of their Competitors the Competitive landscape, rapidly
changing technologies, increasing complexity of products and services and more aware and
demanding customers are all pushing the organizations to adopt the customers centric focus
The project was allotted to me by the marketing department of Stonex India Pvt. ltd.
Kishangarh.
Stonex India private limited which is well recognized in the slabs sector in the National as
well as international market.
The study was mainly conducted to know the satisfaction level of customers at Stonex India
and also to know the reason for dissatisfaction of the customer if any. The study also
conducted to know about the product preference of the customers. It's also conducted to
know about customer grievances and the actions to be taken to increase the satisfaction level
of the customer.
The project report is divided into 3 parts as follow:
1. The first part of the report includes about the company: (i.e. Introduction, History, Profile,
Product, Vision, Mission, and SWOT analysis of Stonex India.
2. The second part of the report includes the general information about the customer
satisfaction (i.e. Introduction, Tools and Objective).
3. The final part of the report shows the research methodology and how the research is being
conducted: Statement of the problem, scope, objective, Data collection method and
techniques, sample size, sampling technique etc. This part is also including the data analysis
and interpretation to know about the data collected through pie chart, figure and statement.
This facts and finding of the study, limitation, Recommendation and the conclusion about the
research study is also included in this part.
 CHAPTER 1
COMPANY PROFILE

TRUE SHINE IS TIMELESS

STONEX EXQUISITE MARBLE PVT. LTD. was established in 2001 with a dream to create a
monumental organization. Today, as they cross the 8 million sq.ft. sold in a year milestone,
their promise of offering the finest stones is stronger than ever. In their pursuit to offer
excellence at every step from procurement to processing, they add much value to a natural
marvel – the stone. Every day they work harder towards our larger ambition of Indian
organizations taking center stage across the world.
Their main focus has been to build a remarkable culture and commit to integrity. They are
creating a strong habit of innovation, elevating project standards, embracing technology,
fostering transparency, care, and consciousness. Their passion for exploring the world’s
best business practices motivates us to achieve greater heights every single day.
Stonex India Head Office Locate in NEW DELHI and the manufacturing plant located in
KISHANGARH ( Rajasthan). They were able to build a brand name and launched ‘STONEX’ in
June 2003, which was huge 2000 sq. Feet showroom.
The logo of Stonex India Pvt. Ltd. Brings together our two core values in the form of two
congruent dots one in blue and the other in purple. The blue color stands for loyalty and
trust, while the purple one stands for royalty and luxury .
“Stonex is already a trendsetter in India, having introduced high quality marbles in
seductive colors like Burberry Beige, Giorgio Armani Bronze, Burberry Grey, Casa nova and
so on, and the founders, too, lead a high-flying lifestyle.
Advantages of SRS:
10% less wastage
20% Stronger
30% More shine

• Better mechanical strength

• Lower apparent porosity
• Higher compressive strength
• Greater scratch resistance
• Enhanced abrasion resistance
• Weatherproof stone

However, we believe we still have miles to go and many more milestone to create

The logo of Stonex India Pvt. Ltd. Brings together our two core values in the form of two
congruent dots one in blue and the other in purple. The blue colour stands for loyalty and
trust, while the purple one stands for royalty and luxury.
 OUR PROPRIETARY 8 STEP PROCESS

At Stonex India, all our investments are a showcase of our commitment, and our Stone
Reinforcement System (SRS) takes this commitment a notch higher!
We possess the only marble processing facility in India to operate the state-of-the-art SRS
technology. Comprising an 8-step process, it protects the structural quality and integrity of
marble so that it remains timeless – today and well into the future.

As a leading player in the industry, Stonex India is committed to setting new and ever higher
benchmarks in the category continuously. The Stone Reinforcement System or SRS is
Stonex India’s attempt to bring in the highest international quality standard in marble
processing and polishing.
 Overview of process
STEP 1 – Sourcing the Finest Blocks
STEP 2 – Block Reinforcement

STEP 3 – Cutting to International Standard

STEP 4 – Dual Side Epoxy

STEP 5 – Reinforced Fibre Mesh

STEP 6 – Robotic Handling

STEP 7 – Thickness Calibration

STEP 8 – Stringent Quality Check

SRS is a multi-step process that involves state-of-the-art technologies like the world’s most
advanced Resin Line Machine and the highest quality materials like the Epoxy Resin as
against General Purpose Resin currently in vogue in India. Unlike the General Purpose
Resin, Epoxy Resin almost matches the viscosity of water to penetrate into even the finest of
fissures and pores, making the final processed slab significantly stronger and better suited to
resist whatever torture life throws at it.

The SRS process starts right at the sourcing; only the highest quality marble blocks are
sourced from the finest quarries across the world.
Every block sourced then moves to the Stonex India’s state-of-the-art facility in Kishangarh
Rajasthan, where each block first undergoes the Block Vacuum Process- a process uniquely
practiced by Stonex in India. The Block Vacuum Process is a special vacuum process
whereby the entire block is packed with high quality Epoxy Resin in order to remove cracks
and to strengthen the block for further processing. The biggest benefit of this process is that
it prevents cracks from developing in the block during cutting.
Each prepared block then moves to the Gangsaw Machine, where precise computerized
instructions ensure that the stones are perfectly cut in slabs of 18-20 mm thickness. It may be
noted that the standard practice in the Indian stone industry is to cut the slabs in 15-16mm. A
thicker slab further adds to the strength and durability of the stone.

Individual slabs then move to the Resin Line Machine- STNX 1. STNX 1 is the world’s
most advanced Resin Line Machine specifically designed and developed for Stonex India by
Prometec SRL Italy- world’s leading manufacturer of Marble Processing Machines.

STNX 1 is a fully automatic Resin Line Machine that ensures minimal human intervention
and thereby any chances of errors. Robotic arms ensure that resin is applied precisely on
both surfaces for perfect penetration.

Besides this, only the best imported Organic Fiber Net is used for backing. Unlike the nets
used by the Indian manufacturers, these organic nets are completely dissolvable and hence
are not required to be removed before installation. Therefore, minimizing the chances of
chipping or cracking of stone which is quite common in the low quality nets being
commonly used by many Indian players.

For grinding and polishing of the slabs, fully automatic Eighteen Head Polishing Machine
from Pedrini, Italy is used. Before being certified fit for shipping, each slab is thoroughly
inspected by expert technicians who with years of experience and training have developed a
hawk’s eye for detail.

Each slab is also required to pass through a Scanner that can spot even the most miniscule of
defect that the human eyes could miss. In the rare instance of any stone being found with
even the smallest defect, the whole process is repeated.
Finally, individual slabs are laminated in a High-Speed Lamination machine to ensure added
care and protection during transportation. SRS is a unique end –to- end process developed
and patented by Stonex India, where only the stone that can match up to the highest standard
of finish and durability is considered fit to carry the Stonex India’s SRS mark.
 BOARD OF DIRECTORS
1. Mr. Gaurav Agarwal, the visionary in Stonex, visited Turkey in 2006 and initiated
the import of marbles of the company. Then they finally switched from Indian marble
to Italian marble.

2. Mr. Saurav Agarwal, the youngest Co- founder of Stonex, looks after sales and
marketing, and working into the positive results for customer centricity.

3.Mr. Vikas Agarwal handles the day to day operations at Stonex [ finance].

3. Mr. Vijay Maheshwari, regulates day to day operations of Kishangarh Plant along with all
the decision making related to Sales, Finance, Purchase, Dispatch.
 VISION : TO BECOME GLOBAL LUXURY INTERIOR BRAND
PROMISING EXCLUSIVE EXPERIENCES AND LIFESTYLE.

HONESTY : For us honesty is the practice of being truthful, fair and morally
upright. It implies telling the truth at all times, even if it does not benefit us.

INTEGRITY : Integrity is the act of conducting business

practices by following a moral and ethical framework. As with
personal integrity, business integrity requires you to act with
honesty and consistency and to hold yourself accountable for your actions.

TRANSPARENCY : Stonex India is renowned for its prized

collection that includes the most exquisite Marble, Semi Precious
Stones, Granite, Travertino, Onyx, Limestone and Composites.
Launched in 2001, the brand has been largely credited with bringing
transparency to the incredibly disorganized marble sector.

EXCELLENCE :

HOW THREE YOUTH STARTED WITH Rs 9 LAKH LOAN AND BUILT A Rs 300
CRORE MARBLE COMPANY
Three boys from a family of small time paper traders switch to selling marbles but scale up
their business rapidly with a unique vision and a keen eye on emerging markets that their
company, Stonex India, whose turnover now hovers at Rs 300 crore, is poised to become an
international brand.

Stonex is already a trendsetter in India, having introduced high quality marbles in seductive
colours like Burberry Beige, Giorgio Armani Bronze, Burberry Grey, Casanova Beige,
Statuario White and so on, and the founders, too, lead a high-flying lifestyle.

But they are only too proud to recollect their humble past. “We lived in a single room rented
flat till 1990 when our father bought a 2 BHK flat where we siblings shared a single room.
We couldn’t afford family holidays and even gave excuses to our friends for school
excursions,” says 39-year-old Gaurav Agrawal.

He, along with younger brother Saurav Agrawal (37) and cousin Vikas Agrawal (40),
entered the marble business in 2001 with an investment of Rs 9 lakh, by renting a 300 square
feet shop at Delhi’s Rajouri Garden.

Earlier, the young cousins were helping out their fathers in the family’s paper trade, which
was operating from Chawri Bazar, under the banner Chirnaji Lal Sons. It was a meeting with
a maternal uncle of the Agrawal brothers that changed their life.

Cousin Vikas Agrawal, who clearly remembers the meeting, says: “The uncle, who had a
marble factory, ‘Kushalbagh Marbles’ at Banswara in Rajasthan, suggested that we do
something different as the paper trading business did not have much scope. So we visited his
factory and then decided to open the shop in Delhi.”

We took a loan of Rs 9 lakh from our father and started working hard. Our father also gave
his scooter, which the three of us rode to visit various clients, to travel for work and
everything else,” says Saurav Agrawal, who now drives a BMW.

In June 2002, they opened another outlet, ‘Saraswati Marbles’, at Mangolpuri, another
renowned market in Delhi and Vikas Agrawal took over its day to day operations.

“Within one and a half years, we were able to build a brand name and launched ‘Stonex’ in
June 2003, which was a huge 2,000 square feet showroom,” Saurav Agrawal says.

Vikas Agrawal remembers his first business bloomer: “A client asked me to cut various
sized marble slabs, which I promptly did but charged him only for the slabs he bought. The
wastage is normally borne by the customer, but in this case I ended up bearing the loss.”

“In 2006, Gaurav went to Turkey on his first international trip, and we imported our first
consignment that was sold out in a month earning great profits,” says Saurav Agrawal about
their first big jump.
Soon they realised that demand for Indian marble was going down with clients preferring
imported marble. So, they closed down the Indian marble business in 2008 and scaled up
import.

Then came the boom time in 2008-2010 when Delhi was upgrading its infrastructure,
building more hotels and other amenities to host the Commonwealth Games 2010.

A major turnaround for Stonex came when Hotel Country INN, Sahibabad, ordered marbles
worth Rs 5 crore.

Stonex was recognised as a trusted vendor in terms of quality and price and called to do
projects with more than 100 hotels, thus enabling it to establish itself as one of the big
players in the marble industry.

“In 2008 we expanded our team from 15 members to 50 and also bought a space of 250
square metres to construct an aesthetically designed showroom, where every sample can be
seen, touched and felt,” says Saurav Agrawal. “We built model bathroom, kitchen, toilet and
staircase to showcase the final result of using a particular type of marble.”

While other vendors stored marble in open space Stonex was building an air-conditioned
covered space. The showroom had a special lift to carry the marbles to second and third
floors for storage.

Saurav Agrawal. Finally the cousins laughed all the way to the bank as the showroom
became a trend setter in the industry, impelling others to follow suit and sales saw a 100 per
cent growth every year from 2011-14.

When sales crossed Rs 200 crore in 2015, the construction industry slowed down, forcing the
cousins to innovate again. So, on August 1, 2015, Stonex opened its first out of town
showroom in Ahmedabad, from where clients had been coming to Delhi. In 2016, they
targeted 14 other cities, including Mumbai, Bengaluru, Hyderabad, Surat, Chandigarh,
Ludhiana, Kanpur, and Lucknow.

They expanded the team from 50 to 150 in 2016 by hiring marketing staff and, for the first
time, a full time HR head in the marble industry, which was till then unorganised with
people following old methods of business.

In 2017, they constructed a state-of-the-art fully automated plant in Kishangarh, Rajasthan,

at a cost of Rs 100 crore. “The cost of our marble is 5 per cent higher than the market rate.
However the quality is unmatchable,” explains Saurav Agrawal.
Vijay Maheshwari, joined the Kishangarh Factory in 2016 as the CEO and he is the fourth
director of Stonex India Pvt Ltd, along with the three cousins.

While Gaurav Agrawal, hailed as the visionary, looks after HR and new policy making of the
company besides heading procurement, Vikas Agrawal handles the daily financial
management as well as sales in Delhi, NCR, Gujarat and Punjab. Saurav Agrawal, the
youngest one, looks after sales and marketing, and feedback coming from customers.

while the Agrawal brothers too started working young a year later – Saurav at 17 and Gaurav
at 19 - as their father had met with an accident.

Gaurav Agrawal.When they had started, they could hardly afford to pay salary for one
employee. Today they employ 400 personnel all over India. With a vision to make Stonex a
global brand, the brothers have their eyes firmly set on the next goal.

“We Believe We Still Have Miles to Go and Many More

Milestone to Create”
Different between SRS process and Traditional process:
Basis SRS PROCESS
Mono dressing Mandatory dressing of blocks
Block Reinforcement most advanced block vacuum
process feeling of natural
imperfections on all the six sides
of block.
Sawing SRS follow International standard
18/20 mm
Netting Netting is done on slab
cutting .never assures any feeling
in cracks ,slabs remained unfilled
from backside
CHAPTER 2
INTRODUCTION TO THE STUDY
Traditional Process
Not done Blocks / Slabs are
uneven and Irregular in a
shape
On four side of block
application of thick paste to
fix fiber or pasting of green
tiles. No filling of natural
imperfections.
Cutting stone to local
standard thickness 15/ 16
mm.
netting is done with the
robotic arm in resin line .
Usage of Reinforced fiber
glass and low viscosity
epoxy ensure the maximum
penetration in imperfection
Customer satisfaction is defined as a measurement that determines how happy customers are
with a company's products, services, and capabilities. Customer satisfaction information,
including surveys and ratings, can help a company determine how to best improve or change
its products and services.
Customer Satisfaction:
 Satisfaction is a person’s feeling of disappointment resulting from comparing a
product perceived performance with the performance he expects of it.
 Complete customer satisfaction is achieved by understanding customer requirements
and delivering superior quality of goods and services.

Defining customer value and satisfaction. A company's first task is to create customers ".
However, customers face a visit array of products and brand choices, prices and suppliers.
We believe that our customer will estimate which offer will deliver the most value. Customer
value maximizes within the bound's rich costs and limited knowledge, whether or not the
offer lives up to the value expectations except both satisfaction and repurchase probability.

Customer Perceived Value:

Our premise is that customers will buy from the firm that they see as offering the highest
perceived value is the difference between the prospective customer evaluation of all benefits
and all the costs of an offering and the perceived alternatives. Total customer value is the
perceived monetary value of the bundle of economic functional and psychological benefits
customers expect from a given market offering.

TOTAL CUSTOMER SATISFACTION:

Whether the buyer is satisfied after the purchase depends on the offer's performance in
relation to the buyer' s expectation. If the performance falls short of expectations,
performance matches the expectations, the customer is satisfied, If the performance
exceeds expectations the the customer is highly satisfied or delighted. The link between
customer satisfaction and customer loyalty is not proportional. Suppose customer
satisfaction is rated on a scale from one to five at very low level of customer satisfaction
[that it is at level one] customer is fairly to abandon the company and even both bad
mouths. At levels two to four, customer 1s fairly satisfied but still find it easy to switch
when a better offer comes along.
At Level five, the customer is very likely to repurchase and even spread good word or
delight creators an emotional bond with the brand or company not just a rational preference.
Measuring satisfaction although the customer centered firm seeks to create high customer
satisfaction that is not its main goal. If the company increases customer satisfaction by
lowering its services the result may be lower profits.

The company may be able to increase its profitability by means of other firms than increased
satisfaction by lowering its services. Also, the company has many stakeholders including
employers, dealers, suppliers, and stockholders spending more to increase. Customer
satisfaction might divert funds from increasing the satisfaction of their "partners ".
Ultimately, the company must operate on the philosophy that it is trying to deliver a high
level of customer satisfaction. Subject to delivering accepting levels of satisfaction to the
other stakeholders, given its total resources.
Attracting Customers:
Today customers are becoming harder to please. They are smarter, more price conscious,
more demanding, less forgiving and they are approached by many more competitors with
equal or better offers. The challenge, according to Jerry Gitomer, is not to produce statistical
customers, several competitors can do this. The challenge is to produce delighted and loyal
Customers. Companies seeking to expand their profits and sales have to spend considerable
time and resources for new customers. To generate leads the company develops ads and
places them is media that will reach new prospects, it sends direct mails and make phone
calls to possible new prospects, its sales people participate in shows and exhibitions where
they might find new leads and so on. All this activity produces a list of suspects. To motivate
its employees to serve the customer well it displays the following poster prominently around
its office.

WHO IS CUSTOMER
 A customer is the most important person ever in this office the customer is not dependent on
us, we are dependent on him. A Customer is not an interruption at work.... He is the purpose
of it. We are not doing a favour by serving him He is doing us a favour by giving us the
opportunity to do so. A customer is not someone to argue, or match wins with. In person by
mail. Nobody ever won an argument with the customer. A customer is a person who brings
us his wants. It's our jobs to handle them profitability and to ourselves.

Forming Strong Customer Bonds

❖Companies that want to strong customer bonds need to attend to the following basics.
❖Get cross-departmental participation in planning and managing the customer satisfaction
and retention process.
❖Integrate the voice of the customers in all business decisions.
❖Create superior products, services, and experiences for the target market.
❖Organize and make accessible a database of information on individual customer needs,
preferences, contacts, purchase frequency and satisfaction.
❖Make it easy for customer to reach appropriate company personnel and express their needs
perceptions and complaints.

Tools for Tracking and Measuring Customer Satisfaction:

Complaint and suggestion system: A Customer centered organization makes it easy for
customers to register suggestions and complaints. Some customer centered companies like P
&G, General electric and whirlpool establish hotlines with a few members. Companies and
also using web and email for quick two-way communication.
Customer Satisfaction Survey: Studies show that although customers are dissatisfied with
one out of every four purchases, less than 5% will complain, most customers will buy tests
or switch suppliers. Responsive companies measure customer satisfaction directly by
conducting periodic surveys while collecting customer satisfaction data, it is also useful to
ask additional questions to measure repurchase intention to measure the likelihood or
willingness to recommend the company and the brand to others.
Lost Customer Analysis : Companies should contact customers who have switched to
another supplier to learn why this happened. Not only this, it is also important to conduct
exit interviews when customers first stop buying, it is also necessary to monitor the customer
lost rate.
 HOW TO ACHIEVE CUSTUMER
SATISFACTION
Customer satisfaction can make or break your business. Use this quick guide to learn
what you need to do to keep customers happy.

Customer satisfaction can be the difference between your business failing or

thriving. If you want your business to succeed, especially in these uncertain
times, you have to maintain high satisfaction levels throughout the customer
journey. This guide gives you everything you need to start putting your
customers first.
Customer satisfaction v/s customer loyalty
Do not confuse customer satisfaction with customer loyalty. They are intimately
linked, but there is a difference between the two concepts.

Customer satisfaction measures how happy a customer was with a support

interaction or a purchase. Customer loyalty, on the other hand, is an ongoing
state. Loyal customers give a company their repeat business over time. It’s not a
short-term measure, but rather a long-term understanding of the health of your
customer relationship.

When you create and maintain a customer experience that resonates with buyers,
customers return again and again. Ensuring high customer satisfaction in the
short term is a key component of gaining that long-term customer loyalty.

Why is customer satisfaction important

Customer satisfaction is important because it helps you solve problems, prevent churn, and
identify happy customers that can become your advocates and evangelists. It’s an essential
step in the process of building customer loyalty, creating customer delight, and generating
positive word-of-mouth.

If you don't measure customer satisfaction, you can't identify unsatisfied customers that
could churn or leave you negative customer reviews. You also can't identify happy
customers you could activate as evangelists or referrers. Finally, you can't predict, prevent,
and proactively plan to prevent customer churn without metrics to analyze. To properly
measure it, it’s important to avoid common CSAT survey mistakes.

Still not convinced, or think you can wing it? Below we’ll discuss the additional benefits of
understanding and increasing customer satisfaction.
Benefits of Customer Satisfaction
1. Customer satisfaction helps you understand where you excel.
2. Customer satisfaction helps you understand where you can improve.
3. Customer satisfaction leads to higher customer loyalty and advocacy.
4. Customer satisfaction increases customer retention and reduces churn.
5. Customer satisfaction leads to a longer customer lifetime value.
3 Steps to Improve Customer Satisfaction
Data is the key to improving customer satisfaction However, data alone can’t transform your
customers from unhappy to loyal. You have to focus on gathering data effectively, then use
those insights to take action. Follow these three steps to make it happen:
However, data alone can’t transform your customers from unhappy to loyal. You have to
focus on gathering data effectively, then use those insights to take action. Follow these three
steps to make it happen:
1. Conduct Customer Surveys-Surveys play a key part in your quest to improve customer
satisfaction, so the feedback you generate must be useful.
Unfortunately, there are no guarantees. Even if your survey is perfect, customers don’t
always tell the truth about how they feel. What’s more, they might make mistakes when
completing your survey. In either case, you’re not getting a true picture of customer
satisfaction.

However, there are some proactive steps you can take to generate more impactful feedback

2. Monitor Social Media Mentions-

Customer surveys will only get you so far, because they only gather opinions from the types
of people who are happy to fill in surveys—which might exclude a huge chunk of your
audience. For a more accurate view of customer satisfaction, keep a close eye on social
media, too. Tools like Influence and Mention help monitor brand mentions and
conversations relevant to your company and product. They even use machine learning to
assess the sentiment of those mentions.

3. Implement Constructive Feedback-

Once you’ve gathered a bunch of feedback, it’s time to take action.One of the biggest
challenges is to identify an effective, repeatable way to prioritize those actions. After all, it’s
unlikely every customer wants the same thing. Some might be asking for faster shipping;
others might want a slicker checkout experience.
What are the benefits of high customer satisfaction
Customers trust recommendations from others and look at reviews before deciding
to convert with a business. High satisfaction means a customers is more likely to
recommend your business and leave a positive review.

How does customer satisfaction help branding

High customer satisfaction can increase brand loyalty and trust.

How do you improve customer satisfaction

To satisfy your customers, you need to understand what they want. Collect data
through surveys, polls, and feedback sessions, and monitor brand mentions through
social media.
An investment in customer satisfaction is an investment in
your company’s future
Today’s customers have very high expectations of the companies they choose to do business
with. Facing such high standards, your best shot at growth is to deliver an exceptional
customer experience. But a commitment to customer satisfaction has to go beyond mere
good intentions; you need the right tools to assess your current practices, figure out what
your customers need and chart a path for the future.
 RESEARCH METHODOLOGY
➢Problem Statement:
Nowadays there is a heavy competition in each and every field and this industry is one of the
fàst-developing industries. It also faces competition. Customer satisfaction plays a major role
in the success of any business. Therefore, the research which I have undertaken is to
calculate the level of satisfaction of customers of Stonex India Pvt. Ltd.
➢Type Of Research:
research is primarily quantitative in nature. The study is based on data collected through
structured questionnaire from the respondents and interviews conducted with the
respondents.
➢ Tools Of Data Collection:
Data is any information facts, concepts and sensation represented in a formal manner,
Suitable for communicating, interpreting, or processing. Data is the base for every research
work. The data collected for the purpose of analysis include both primary and secondary
data.
Primary Data: The primary data has been collected at first hand through dìrect personnel
interviews, using structured questionnaires. The information collected from sampling
allows concentrating on customers and hence devoting more energy to ensure that the
information collected is accurate. Primary data has been collected directly from the
respondents and the proprietor of the firm.
Secondary Data: I collected the information about the history of Divya Gem Stonex and
stones industries with the help of internet service and I don't have any secondary data.
➢Research Techniques:
1. Structured questionnaire
2. Personal interviews 3 Statistical tools, tables/charts
➢Sample Technique: The research technique used is stratified random method.
➢Sample Size: 100- The sample size which is taken for the study is 100 customers at DGS
and was randomly selected. These samples were provided with a complete set of questions
on which the information was elicited and their responses recorded. A questionnaire was
drafted in such a way that it covered the various aspects of the required subject.
 OBJECTIVES OF THE STUDY
The main objective of the study in Stonex India Pvt. Ltd. :
● To know the satisfactory level of customer service.
● To establish various strategies to enhance the satisfactory level of customer satisfaction.
● To find out the reasons for the dissatisfaction of customers [if any)
● To know the preference of customers towards different products of the company.
● To know at what prices customers, favour to purchase their slabs and other articles.
 FACTS AND FINDINDS

According to the survey I conducted the important findings that I came to found out during
my survey were:

Marble can add a touch of Glamour to your Dream House.

o The timeless beauty of Supplier of Imported Marble attracts everyone. Today this is
the most popular and demanded stone available in different sizes.

o Imported marbles are mainly imported from Italy, Turkey, Spain, Brazil, Greece &
some more countries from the globe, providing inspiring colors and diversity to
choose from.

o Imported Marble stands out for its high gloss shine that makes it the ideal marble
for any indoor and outdoor approach.

o Imported marble varieties are widely appreciated for their high luster and the
ability to impart visual appeal to the area where they are used.

o They are quarried in more than 35 countries with major contribution from Italy,
Turkey & Greece & and are, now, easily available in India as well.

o Over 500 imported marble & stone varieties curated from the world over are
processed at one of Asia’s finest manufacturing facilities.

o A luxury collection of white marble, granite, travertine, onyx, limestone, and semi-
precious stones.
 CONCLUSION
The work experiences I encountered during my internship allowed me to develop skills. But,
the overall experience was positive, and everything I learned would be useful in my future
career in this field. I can conclude that there have been a lot I’ve learnt from my work at
STONEX EXQUISITE MARBLE PVT. LTD.

I can honestly say that my time spent interning with STONEX INDIA resulted in one of the
best summers of my life. Not only did I gain practical skills but I also had the opportunity to
meet many fantastic people. The atmosphere at the STONEX INDIA was always welcoming
which made me feel right at home. From conducting comprehensive competitor analysis
research, to designing a marketing and communication plan, my knowledge of business and
marketing theories was transformed into a series of practical techniques and skills that I can
now implement in real – life business scenarios, all thanks to my internship.

During my internship, I learned how to communicate and build relationships with the people
I worked with. I learned how to introduce myself. Talk about my interests, knowledge and
skills with entrepreneurs and business owners, as well as how to ask questions and gain a
better understanding of businesses in the co- working space.

STONEX INDIA is a marble company under which I gained a sufficient knowledge about
sales and it’s importance, applicability. Sales help businesses to identify trends and patterns
in customer behaviour, enabling them to tailor their sales efforts and improve customer
satisfaction. With the use of technology and data analytics, businesses can track and analyze
sales metrics in real – time, providing timely insights that can help to identify issues and
opportunities for improvement. Additionally, sales can provide a snapshot of the overall
sales performance of a business, allowing sales managers and executives to make informed
decisions about resources allocation and sales strategy.

As an intern, I discovered it’s essential to be enthusiastic and open to learning new skills,
asking for more work and being curious to learn and ask questions. This attitude will show
that you enjoy being part of the team. Having curiosity and enthusiasm also means that, as an
intern, you get a lot out of what you’re doing, which opens lots of opportunities.

During my internship, I had a journal and took notes every day about new things I learned,
feedback I was given by my manager, strengths and weaknesses I noticed, and things I
wanted to research and learn more about, this helped me understand myself more and
identify the areas that I needed to improve in.
Now in the period of 24 days internship I conclude that STONEX EXQUISITE MARBLE
PVT. LTD. is providing, ’’ LUXURIOUS AND BEAUTIFUL IMPORTED MARBLE
GLOBALLY promising EXCLUSIVE EXPERIENCES AND LIFESTYLE.’’ With the
growing Imported Marble sector, I would like to work for STONEX if I get a chance in
future after completion of my studies.

LITERATURE REVIEW

Customer Satisfaction

Customer Satisfaction is a feeling of pleasure or disappointment of someone who appears

after comparing the performance (results) of the product thought against the expected
performance results The dimension or indicator of Customer Satisfaction is if the
performance is below the expectations of eating dissatisfied customers, if the performance
meets expectations then the customer is satisfied. if the performance exceeds expectations
then the customer is very satisfied or happy.

Customer Satisfaction is an attitude that is decided based on the experience obtained.

Satisfaction is an assessment of the characteristics or privileges of a product or service, or
the product itself, that provides a level of consumer pleasure with regard to meeting
consumer consumption needs Dimensions or indicators of Customer Satisfaction can be
created through quality, service, and value.

The key to generating customer loyalty is to provide high customer value. Customer
Satisfaction is the customer's response to the evaluation of perception of differences in initial
expectations prior to purchase (or other performance standards Customer Satisfaction has
been researched a lot by previous researchers.

Complaint Level The level of complaint is how high the complaint or delivery of
dissatisfaction, discomfort, irritation, and anger over the service of the service or product.
The dimension or indicator of complaint level is the high level of complaint.

This level of complaint has been researched by many previous researchers, among which are
Product Quality Product Quality is the ability of a product to perform its functions, including
the overall product, reliability, accuracy, ease of operation, repair, cracks and other
attributes.

Dimensions or indicators of Product Quality is that customers can get all the benefits of the
products offered to him. Product Quality is a dynamic condition that is interconnected
although it can have different definitions but in essence has a specification that can cause a
sense of satisfaction exceeds expectations for customers who use Product Quality has been
researched.
 Quality of Service Service Quality is a way of companies that try to make continuous
quality improvements to the processes, products, and services produced by the company
Dimensions or indicators of Service Quality is the more quality of service provided by the
company then the satisfaction felt by customers will be higher.

Quality of Service is good and or bad or satisfied or not customers are satisfied with the
service provided. Dimensions or indicators of Quality of Service is the level satisfaction
measured through questionnaires or questionnaires in assessing the quality of a service .
 DATA ANALYSIS AND DATA INTERPRETATION

Q.1 Occupation of the customer?

A. Businessman B. Employee
C. Professionals D. others

ANALYSIS: 59% of the respondents are businessman, 25% of the respondents are
employees, 7% of the respondents are professionals & others are 9%.

INTERPRETATION: By conducting survey regarding the occupation of the respondents,

highest percentage of respondents are businessman.

9; 9%
7; 7%

25; 25% 59; 59%

BUSINESSMAN EMPLOYEES PROFESSIONALS OTHERS

Q.2. Whether the company provides exchange facilities to you?
A. Yes
B. No

ANALYSIS: 100% of the respondents are not getting exchange facilities

INTERPRETATION: After conducting survey regarding exchange facility to customers, the

outcome was DGS is not providing any exchange facility to its customer.

100 %

YES NO
Q.3. What factor made you to purchase slabs & other articles from DGS?
A. Quality C. Easy transport
B. Price D. Other factor

ANALYSIS: 45% of the respondents purchase due to quality, 36% for price, 16% for easy
Transport & 3% for other reasons.

INTERPRETATION: By conducting survey regarding the preferential factors of DGS-

Came to know that highest % of the respondents purchase for quality.

3; 3%
16; 16%

45; 45%

36; 36%

QUALITY PRICE EASY TRANSPORT OTHERS

Q.4. why do you purchase slabs & other articles from DGS?
A. For sale B. For own use

ANALYSIS: 20% of the respondents purchase for further sale & 80% of the respondents
for own use.

INTERPRETATION: It was found that most of the customers purchase slabs for own use
rather than further sale.

FOR OWN USE

40%

FOR SALE
60%

FOR SALE FOR OWN USE

Q.5. Does the firm provide credit facility to you?
A. Yes B. No

ANALYSIS: 100% of the respondents said no as the firm takes 50% advance payment.

INTERPRETATION: When we asked the customers regarding DGS provides credit facility,
we find that it does not provide any credit facility to its customers. DGS take 50% advance
Amount of total order and 50% after completing order.

100; 100%

YES NO
Q.6. How do you give orders to the company?
A. Mail B. direct contact
C. telephone D. Fax

ANALYSIS: 100% gives order through direct contact.

100; 100%

DIRECT CONTACT
Q.7. How is the customer relationship of DGS?
A. Excellent B. Good
C. Ok D. Poor

ANALYSIS: 80% of the respondents said excellent, 10% said it is good & 10% said it is ok.

INTERPRETATION: When we enquired about how is the customer relationship of DGS we

came to know that 80% of the customers were very impressed with the customer relationship
and said it was excellent.

OK
10%

GOOD
10%

EXCELLENT
80%

EXCELLENT GOOD OK POOR

Q.8. Do you get the delivery of slabs & other articles from DGS at correct time?
A. Yes B. No

ANALYSIS: 97% of the respondents said that they get delivery of articles on time.

INTERPRETATION: When we asked to customers that whether they get delivery of slabs
and other articles on time we came to know that 97% of the customers were satisfied with
the delivery of slabs at right time.

3; 3%

97; 97%

YES NO
Q.9. Who influenced to purchase slabs & other articles from DGS?
A. Ads C. Dealers
B. Friends D. Family

ANALYSIS: 30% of the respondents said that Ads influenced them, 10% said that friends
influenced them, 10% said family & 50% said that dealers influenced them.

INTERPRETATION: By conducting survey regarding who influenced them to purchase

from DGS we find that most of the respondents said that friends influenced them.

30; 30%

50; 50%

10; 10%

10; 10%

ADS ADS FAMILY MARKETING

Q.10. Are you satisfied with DGS products?
A. Yes B. No

ANALYSIS: 99% of the respondents are satisfied with the products.

INTERPRETATION: The outcome was that all 99% of the customers are satisfied which
means customer satisfaction was achieved in this respect because the firm provides the
quality slabs as the size prescribed by the customers and at better price to its customers.

1; 1%

99; 99%

YES NO
 REFERENCES

 C.R. Kothari, Research Methodology [ New Age Publication], Second

Edition.

 Measuring Customer satisfaction, Third Edition: Survey Design

 Philip Kotler, Marketing Management [Tata McGraw Hill].

Web sites

WWW.DIVYAGEMSTONEX.COM

WWW.GOOGLE.COM
 ANNEXURE
Q.1 Occupation of the customer?
a. Businessman b. Employee
c. Professional d. Other
Q.2 Why do you purchase slabs and other articles from stonex india?
a. For sale
b. For own use
Q.3 What factors made you to purchase slabs from stonex india?
a. Quality
b. Price
c. Easy transport
d. Nearness
Q.4 Whether the company provides exchanges facilities to you?
a. Yes
b. No
Q.5 Who influenced you to purchase slabs from stonex india?
a. Ads.
b. Friends
c. Family d. Others
Q.6 Do you get the delivery of slabs and others articles from the stonex india?
a. Yes
b. No

Q.7 How do you give orders to the company?

a. Mail b. Telephone
c. Direct contact d. Fax

Q.8 How is the customer relationship of stonex india?

a. Excellent c. Poor
b. Good d. Ok

Q.9 Are you satisfied with stonex india?

a. No
b. Yes

Q.10 Does firm provide credit facility to you?

a. Yes
b. No