A STUDY ON THE

CUSTOMER’S SATISFACTION WITH LAY’S

This research paper is presented by:

Jaspreet Kaur Bamrah
Jasmine Gupta
Anjali Giri
SYBMS (MARKETING & HR)
Roll no: 152, 168 and 218
Under the guidance of:
Asst.Prof Dr.Urmila Shetve
Index
 ABSTRACT
Customer satisfaction is a measure of how well a product or service meets or
exceeds the expectations of customers. It is a key indicator of business success
and is often used as a metric to evaluate and improve the overall customer
experience. Satisfied customers are more likely to remain loyal, make repeat
purchases, and recommend a business to others. Achieving high levels of
customer satisfaction involves delivering quality products or services, providing
excellent customer service, maintaining effective communication, offering fair
pricing, and ensuring overall convenience for customers. Continuous efforts to
monitor and improve customer satisfaction are essential for long-term success in
any business.

1. INTROUCTION

Potato chips in India are dearly loved by all. Whether we talk about any of the age
groups, these light yet crisply fried savouries are the go-to snacks for everyone. There
are multiple reasons for its immense popularity which makes it a perfect snacking
option that is here to stay. These flavourful delights are easily available everywhere,
however, it's best to rely on the most reliable chips brands as it manufactures using
only the finest quality ingredients with proper adherence to FMCG standards.

INTRODUCTION OF LAYS:
Lay's is a well-known brand of potato chips that has a rich history dating back to the early
20th century. The company was founded by Herman Lay in 1932 in Nashville, Tennessee,
USA. Lay started his business by selling potato chips from his car, and as the demand for his
chips grew, he established the H.W. Lay & Company in 1938.

In 1961, the Frito Company, another American snack food giant, merged with H.W. Lay &
Company to form Frito-Lay, Inc. The merger resulted in the creation of one of the largest
snack food companies in the world. The company continued to expand its product line,
introducing new flavors and snack varieties to cater to changing consumer preferences.

Over the years, Frito-Lay has become a subsidiary of PepsiCo, Inc., following PepsiCo's
acquisition of Frito-Lay in 1965. This acquisition allowed Lay's to benefit from PepsiCo's
global distribution network and marketing resources, further solidifying its position in the
snack food industry.

Lay's has since grown into a globally recognized brand, offering a wide range of potato chip
flavors and snack products. The company's commitment to innovation, quality, and
marketing has contributed to its success in the competitive snack food market. Lay's iconic
logo and memorable slogan, "Betcha can't eat just one," have become synonymous with the
brand, reflecting its popularity and enduring presence in the global snack industry.

MISSION:
"To be the world's premier consumer products company focused on convenient foods
and beverages. And in everything we do, we strive for honesty, fairness and
integrity".

VISION:

"Be the global leader in convenient foods and beverages by winning with a purpose"