A

Project Report on

CUSTOMER SATISFACTION
SURVEY FOR SERVICES OF
‘DIGISOUL’

By
AAQIB MUKADAM

251
T.Y.BBA

Under the guidance of

Dr. Khalid Arshad

Submitted to
“Savitribai Phule Pune University”
In partial fulfilment of the requirements for the award of

BACHELOR OF BUSINESS
ADMINISTRATION

For the Academic Year 2023-2024

Abeda Inamdar Senior College of Arts, Science &
Commerce Pune- 411001
 Declaration

I, AAQIB MUKADAM, hereby declare that the following document, the

project report titled ‘Customer Satisfaction Survey for Services’ of ‘Digisoul’,
Completed under the guidance of Mr Khalid Arshad, is a genuine and authentic
work done by me for the partial fulfilment in the Degree of BBA (Bachelors of
Business Administration).

All the endeavours put in the fulfilment of the task are genuine and authentic to
the best of my knowledge.

Date:

Place: Pune

2
 INDEX
SR. PAGE
NUMBE TOPIC NO.
R
CHAPTER I
1 INTRODUCTION OF THE CASE STUDY 5
2 OBJECTIVE OF THE STUDY 6
3 LITERATURE REVIEW 7
4 RESEARCH METHODOLOGY 8
5 LIMITATIONS OF THE STUDY 9
CHAPTER II
6 COMPANY PROFILE – DIGISOUL 10
7 MAINSTREAM SERVICES 11
CHAPTER III
8 ANALYSIS AND INTERPRETATION OF DATA 12
9 SURVEY RESULTS 12
10 CUSTOMER 1 – VIKAS MORE 13
11 CUSTOMER 2 – MITCHEL MCDOWELL 14
12 CUSTOMER 3 – ETHAN FERNANDES 15
13 CUSTOMER 4 – SAKSHI SOMYA 16
14 CUSTOMER 5 – SANA SHEIKH 17
15 CUSTOMER 6 – AMIT BHALERAO 18
16 CUSTOMER 7 – APARITIM BASU 19
17 CUSTOMER 8 – RICHARD BRAGANZA 20
18 CUSTOMER 9 – ADITYA KUMAR 21
19 CUSTOMER 10 – JAISON REGO 22
20 DATA ANALYSIS, INTERPRETATIONS & FINDINGS 23
21 SURVEY QUESTION NO. # 1 23 - 24
22 SURVEY QUESTION NO. # 2 25 – 26
23 SURVEY QUESTION NO. # 3 27 -28
24 SURVEY QUESTION NO. # 4 29 - 30
25 SURVEY QUESTION NO. # 5 31 – 32
26 SURVEY QUESTION NO. #6 33 – 34
27 SURVEY QUESTION NO. # 7 35 – 36
28 SURVEY QUESTION NO. # 8 37 - 38
CHAPTER IV
29 CONCLUSIONS AND RECOMMENDATIONS 39
CONCLUSIONS
30 RECOMMENDATIONS 40 – 41
31 BIBLOGRAPHY 42
32 APPENDIX 43 - 45

3
4
 CHAPTER I
INTRODUCTION

A case study is a detailed examination of a particular subject, such as a

person, group, organization, event, or phenomenon, typically conducted
to understand complex issues, identify problems, explore solutions, or
analyse outcomes. It involves collecting and analysing data from
various sources to provide an in depth understanding of the subject and
often includes real-life examples, anecdotes, and context to illustrate key
points. Case studies are commonly used in academic, business, and
research settings to explore specific instances and draw broader
conclusions or insights. This is a Case Study on the survey conducted
towards determining the Customer Satisfaction level of the products &
services offered by DIGISOUL which is a light trading company based
in Pisoli, Pune. This study aims to provide a comprehensive analysis of
the factors contributing to Digisoul challenges, the strategic decisions
undertaken in response, and the outcomes achieved. By examining the
interplay of internal dynamics and external forces, we seek to extract
valuable insights that shed light on effective business management
practices in a dynamic context.

5
 2. OBJECTIVE OF THE STUDY

The purpose of carrying out an intensive study about this particular

company is to understand the degree to which its customers are satisfied
and to analyse the value which the products and services hold in the
market to be able to make appropriate changes accordingly in order to
retain the customers and increase sales. This case study provides a
detailed insight on the Company’s profile. The following are the main
objectives of this Case Study:

Problem Identification: They help in identifying problems or

challenges faced by individuals, organizations, or communities, and
understanding the underlying causes.

Exploring Solutions: Case studies can be used to explore potential

solutions to identified problems or challenges, examining their
effectiveness and feasibility.

Analysing Outcomes: They provide an opportunity to analyse the

outcomes of specific actions, decisions, or interventions, assessing their
impact and implications.

Generating Insights: Case studies generate insights and lessons

learned that can inform future decision-making, policy formulation, or
research directions.

6
 3. LITERATURE REVIEW

This Detailed study is concerned with highlighting the: ‘CUSTOMER

SATISFACTION’ which 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.
The insight about the company’s overall success in maintaining the
relationship with customers and building their loyalty is determined by
examining the following factors:-

Complaint Level: The level of complaint is how high the complaint or

delivery of dissatisfaction, discomfort, irritation, and anger over the
product or service is.

Product Quality: This is the ability of a product to perform its

functions, including its overall reliability, accuracy, ease of operation,
repair, and other attributes.

Quality of Service: Quality of service refers to the level of excellence

or satisfaction experienced by customers when interacting with a
company or using its products or services.

Volume of Positive Feedback: This refers to the extent to which

customers provide a positive response after utilizing the product of the
company which reflects their overall satisfaction level.

7
 4. RESEARCH METHODOLOGY

Research methodology refers to the systematic process used by

researchers to conduct studies, investigations, or inquiries. It outlines
the methods, techniques, procedures, and strategies employed to gather,
analyse, interpret, and present data related to a specific research
question or problem.
Research methodology serves as a roadmap that guides researchers
through the entire research process, ensuring the reliability, validity,
and rigor of their findings.

8
 4.1. STEPS OF RESEARCH METHODOLOGY

 Identifying the Research Problem: The first step involves identifying

the area of study and defining the research problem or question that needs
to be addressed.

 Review of Literature: Conduct a comprehensive review of existing

literature and research studies related to the topic to gain insights, identify
gaps in knowledge, and understand the current state of research.

 Formulating Hypotheses or Research Questions: Based on the research

problem and literature review, formulate hypotheses (for experimental
research) or research questions (for exploratory or descriptive research).

 Choosing the Research Design: Select an appropriate research design

based on the nature of the study, objectives, and research questions.
Common research designs include experimental, correlational,
descriptive, qualitative, and mixed-methods designs.

 Sampling: Determine the target population and select a sample from that
population. Choose appropriate sampling techniques such as random
sampling, stratified sampling, or convenience sampling.

 Data Collection: Collect data using suitable methods and instruments.

Data collection methods may include surveys, interviews, observations,
experiments, archival research, or secondary data analysis.

 Data Analysis: Analyse the collected data using appropriate statistical or

qualitative analysis techniques. This step involves organizing, cleaning,
coding, and interpreting the data to draw meaningful conclusions.

 Interpretation of Findings: Interpret the results of the data analysis in

the context of the research questions or hypotheses. Discuss the
implications of the findings and relate them back to existing theory and
literature.

9
 Drawing Conclusions: Draw conclusions based on the findings of the
study, addressing the research problem and hypotheses. Assess the
significance of the results and their contribution to the field.

 Reporting and Presentation: Communicate the research findings

through a written report or presentation. Follow the appropriate
formatting and style guidelines, and clearly present the methodology,
results, discussion, and conclusions.

 Peer Review and Publication: Submit the research findings to peer-

reviewed journals or conferences for evaluation and publication. Address
any feedback or revisions required by the reviewers.

 Reflection and Future Directions: Reflect on the research process and

outcomes, identifying strengths, limitations, and areas for future research.
Consider how the study contributes to the broader knowledge base and
what further research could build upon it.

Diagram 4.1.

10
 4.2. KEY COMPONENTS:

 Research Design: This involves outlining the overall plan or strategy for
conducting the research. It includes decisions about the type of research
(e.g., qualitative, quantitative, mixed methods), the research approach
(e.g., experimental, correlational, descriptive), and the specific methods
to be used.

 Data Collection: This phase involves gathering relevant data or

information to address the research questions or objectives. Data
collection methods can include surveys, interviews, observations,
experiments, archival research, and document analysis, among others.

 Sampling: Sampling involves selecting a subset of individuals or

elements from a larger population for study. The goal is to ensure that the
sample is representative of the population being studied, allowing for
generalizations to be made from the sample to the population.

 Data Analysis: Once data is collected, it needs to be analysed to derive

meaningful insights and conclusions. Data analysis techniques vary
depending on the research design and the nature of the data collected.
Common data analysis methods include statistical analysis, thematic
analysis, content analysis, and qualitative coding techniques.

 Validity and Reliability: Validity refers to the extent to which a research

study accurately measures or addresses the concepts or variables it claims
to measure or address. Reliability refers to the consistency or stability of
research findings over time or across different conditions. Ensuring
validity and reliability is crucial for the credibility and trustworthiness of
research results.

 Ethical Considerations: Research methodology also involves

considerations of ethical principles and guidelines governing research
conduct, including issues such as informed consent, privacy,
confidentiality, and the treatment of research participants.

 Reporting and Dissemination: Finally, researchers are responsible for

reporting their findings in a clear and transparent manner, typically in the

11
form of research papers, reports, or presentations. Disseminating research
findings allows other researchers and practitioners to evaluate, replicate,
and build upon the research.

Diagram 4.2.

4.3. IMPORTANCE
12
 Provides Structure and Guidance: Research methodology offers a
structured framework for conducting research, providing researchers with
clear guidelines and procedures to follow throughout the research
process. This helps ensure that research is conducted in a systematic and
organized manner

 Ensures Rigor and Validity: By following established research

methodologies, researchers can ensure that their studies are rigorous and
produce valid and reliable results. This involves using appropriate
research designs, data collection methods, and data analysis techniques to
minimize bias and errors and maximize the accuracy and credibility of
findings

 Facilitates Reproducibility: Clear and transparent research

methodologies enable other researchers to replicate or reproduce the
study's results. Reproducibility is essential for verifying the validity of
findings and building upon existing knowledge in the field.

 Enhances Credibility and Trustworthiness : A robust research

methodology enhances the credibility and trustworthiness of research
findings. It demonstrates that the research was conducted using sound
principles and methods, increasing confidence in the reliability and
accuracy of the results.

 Guides Decision-Making: Research findings often inform decision-

making processes in various fields, including academia, healthcare,
policymaking, and business. A well-defined research methodology
ensures that decisions based on research findings are informed by high-
quality evidence and are, therefore, more likely to be effective and
successful.

 Optimizes Resource Utilization : Research methodology helps

researchers optimize the use of resources, including time, funding, and
personnel. By carefully planning and executing research activities,
researchers can minimize waste and inefficiency, making the most of
available resources.
 Promotes Ethical Conduct: Research methodologies often include
ethical considerations and guidelines for research conduct, ensuring that
13
studies are conducted ethically and responsibly. This includes protecting
the rights and welfare of research participants, maintaining
confidentiality, and adhering to relevant regulations and guidelines.

Diagram 4.3.

14
 4.4. CHARACTERISTICS

 Systematic Approach: Methodology involves a systematic and

organized approach to conducting research. It outlines a structured
framework that guides researchers through the entire research process,
from defining research questions to drawing conclusions.

 Purposeful Design: Methodology is designed with a clear purpose in

mind, which is to address specific research questions or objectives. It
involves making deliberate choices about research design, methods, and
techniques to achieve the desired outcomes.

 Flexibility: While methodology provides a structured framework, it also

allows for flexibility to adapt to the unique requirements of different
research projects. Researchers may need to adjust their methodologies
based on the nature of the research questions, available resources, and
contextual factors.

 Empirical Orientation: Methodology is grounded in empirical inquiry,

emphasizing the collection and analysis of data to generate new
knowledge or insights. It emphasizes the importance of empirical
evidence in supporting research claims and conclusions.

 Validity and Reliability: Methodology prioritizes the validity and

reliability of research findings. Validity refers to the accuracy and
truthfulness of research conclusions, while reliability pertains to the
consistency and stability of research results over time and across different
conditions.

 Transparency and Reproducibility: Methodology promotes

transparency in research conduct and reporting, allowing other
researchers to understand and replicate the study's methods and findings.
Reproducibility is essential for verifying the validity of research results
and building upon existing knowledge.

 Ethical Considerations: Methodology incorporates ethical principles

and guidelines to ensure that research is conducted responsibly and
ethically. This includes considerations such as informed consent,
15
 confidentiality, and the protection of research participants' rights and
welfare.

 Interdisciplinary Perspective : Methodology may draw upon insights

and techniques from multiple disciplines, reflecting the interdisciplinary
nature of research. Researchers may adapt methodologies from various
fields to suit the specific needs of their research projects.

dia
gram 4.4.

16
 4.5. DRAWBACKS

 Limitation in Capturing Complexity: Research methodologies often

involve simplification of complex phenomena to make them amenable to
empirical investigation. This may lead to oversimplification or
reductionism, resulting in a loss of nuance and depth in understanding the
phenomenon under study.

 Inflexibility: Some research methodologies can be rigid and inflexible,

limiting researchers' ability to adapt to unexpected circumstances or
changes in the research context. This may result in difficulties in
addressing emerging issues or refining research approaches as needed.

 Resource Intensive: Conducting research according to established

methodologies can be resource-intensive in terms of time, funding, and
personnel. Researchers may face challenges in obtaining sufficient
resources to support their research endeavours, particularly in fields with
limited funding or access to equipment and facilities.

 Subjectivity and Bias: Despite efforts to minimize bias, research

methodologies may still be influenced by researchers' subjective
perspectives, values, and assumptions. This can introduce bias into the
research process, potentially affecting the interpretation of findings and
the validity of conclusions.

 Ethical Concerns: Research methodologies may raise ethical concerns

related to the treatment of research participants, the use of sensitive data,

17
 and the potential impact of research findings on individuals or
communities. Researchers must navigate ethical dilemmas and ensure
that their research adheres to ethical principles and guidelines.

 Limited Generalizability : Research findings obtained through specific

methodologies may have limited generalizability beyond the context in
which the study was conducted. Factors such as sample characteristics,
research design, and cultural or contextual differences may restrict the
applicability of findings to broader populations or settings.

 Complexity of Analysis: Some research methodologies involve complex

data analysis techniques that require specialized skills and expertise.
Researchers may face challenges in analysing and interpreting data
accurately, particularly when dealing with large datasets or employing
advanced statistical methods.

 Time Constraints: Conducting research according to established

methodologies can be time-consuming, requiring careful planning, data
collection, analysis, and interpretation. Researchers may encounter
difficulties in meeting deadlines or achieving timely results, especially
when faced with unexpected delays or obstacles.

 Resistance to Innovation: Established research methodologies may

hinder innovation and creativity by encouraging conformity to existing
practices and conventions. Researchers may be reluctant to explore
alternative approaches or challenge prevailing assumptions, potentially
limiting the generation of new knowledge and insights.

 Interdisciplinary Barriers : Research methodologies developed within

specific disciplines may not always be suitable for interdisciplinary
research endeavours. Differences in terminology, theoretical frameworks,
and methodological conventions can create barriers to collaboration and
knowledge integration across disciplines.

18
 Diagram 4.5.

4.6 TYPES OF RESEARCH METHODOLOGY

 Quantitative Research Methodology: This involves collecting

numerical data and analysing it statistically. Quantitative research
methods include experiments, surveys, correlational studies, and quasi-
experimental designs.

 Qualitative Research Methodology: This involves gathering non-

numerical data to understand concepts, opinions, or experiences.
Qualitative research methods include interviews, focus groups, case
studies, ethnography, and content analysis.

 Mixed-Methods Research: This involves combining quantitative and

qualitative methods in a single study to gain a comprehensive
understanding of the research topic.

 Experimental Research: This involves manipulating variables to

determine cause-and-effect relationships. Experimental research typically
involves control groups, random assignment, and manipulation of
independent variables.

19
 Descriptive Research: This involves observing and describing behaviour
or phenomena without manipulating variables. Descriptive research
methods include surveys, observational studies, and case studies.

 Correlational Research: This involves examining the relationship

between two or more variables without manipulating them. Correlational
research assesses the degree of association between variables.

 Longitudinal Research: This involves studying subjects over an

extended period to observe changes or trends over time.

 Cross-Sectional Research: This involves studying different groups of

subjects at a single point in time to compare them.

 Action Research: This involves conducting research in collaboration

with stakeholders to address real-world problems and bring about
practical change.

 Grounded Theory: This involves developing theories from data

collected through systematic and rigorous analysis.

 Case Study Research: This involves in-depth analysis of a single case or

a small number of cases to understand complex phenomena within their
real-life context.

 Ethnographic Research: This involves immersing oneself in a particular

culture or social group to observe and understand their behaviour,
practices, and beliefs.

 Content Analysis: This involves systematically analysing the content of

texts, documents, or media to identify patterns, themes, or trends.

 Survey Research: This involves collecting data from a large sample of

individuals through questionnaires or interviews to gather information
about opinions, attitudes, or behaviours.

 Meta-Analysis: This involves combining and analysing data from

multiple studies to draw conclusions or identify patterns across a body of
research.

20
 Diagram 4.6.

Digisoul’s research Process

In order to establish a strong data to conclude the overall customer
satisfaction of Digisoul’s Services, the following steps were conducted
in the research process:-

1. Defining the Research Objectives:

To identify the key factors contributing to the product/service’s success
among the customers.

2. Selecting the case:

The focus area of the case study is towards Asian paints company and
its existing/past customers.

3. Data collection methods:

The data for this research was collected through surveys, telephonic
interviews, online reviews, feedbacks & questionnaire.

4. Data Analysis:
Both Quantitative data analysis as well as Qualitative data analysis has
been taken into consideration for producing relevant results and finding
conclusions.

21
5. Conclusions & Findings:
The final output produced determines the factors responsible for
driving customer satisfaction.

22
 5. LIMITATIONS OF THE STUDY

Limitations in a case study refer to constraints or factors that may affect

the validity reliability, or generalizability of the study's findings.
In case of this particular study, the several limitations which were
encountered ranged from the data collection process to the analysing
phase in which there was a need to imply a small data onto future large-
scale changes within the Products/Services of the company.

Some of these said limitations were:

1. Less response rate from customers
2. Time constraints
3. Subjectivity regarding differentiating customer
perceptions
4. Limited control over the variables

Identifying and acknowledging these limitations is essential for

maintaining transparency and ensuring that readers interpret the results
appropriately.

23
 CHAPTER II
COMPANY PROFILE

Digisoul

DigiSoul is a Digital Marketing Company located in Pisoli, Pune, Maharashtra.

DigiSoul is engaged in empowering Brands to thrive in the Digital Universe:
Delivering Results, Visibility and Success.

FOUNDER:

Mr Pradnesh Khatpe is the visionary founder of Digisoul, which was founded in

2016, with a passion for providing digital services and empowering brands
achieve their goal, meet their target audience, etc.

MISSION:

Digisoul’s overarching mission is to empower businesses and individuals to

thrive in the dynamic digital landscape.

APPROACH:

At Digisoul , a data-driven approach is taken towards digital marketing,

leveraging analytics and insights to optimize strategies and deliver measurable
results.
24
More Info:
 It’s a privately held company.
 Company size of 11-50 employees.
 Main headquarters located in Pune, Maharashtra, 411060.
 Digisoul provides advertising services.

25
 MAINSTREAM SERVICES:

 MARKETING STRATEGY: Digisoul crafts tailored marketing

strategies that resonate with your audience, leveraging data-driven
insights to drive growth and maximise ROI.

 RESEARCH AND PLANNING: Digisoul delve deep into market

trends and consumer behaviour, using this intelligence to meticulously
plan campaigns that ensure a brand stands out in the digital landscape.

 WEBSITE DEVELOPMENT: From awareness to conversion,

Digisoul constructs complete marketing funnels, optimizing every
touchpoint to guide prospects seamlessly towards becoming loyal
customers.

 PERFORMANCE MARKETING: Harnessing the power of data and

analytics, Digisoul implements performance-driven tactics,
continuously refining campaigns to achieve exceptional results and
meet business objectives.

 BRAND BUILDING: Digisoul cultivate brand identities by weaving

captivating stories, fostering emotional connections that make a brand
truly unforgettable.

 SOCIAL MEDIA STRATEGY: Our media strategies are a symphony

of platforms and content, orchestrated to amplify your brand’s message
across the digital ecosystem, effectively engaging and expanding your
audience.

26
 CHAPTER III
ANALYSIS & INTERPRETATION OF DATA

Analysis and interpretation of data are crucial steps in any research or

data driven project. These steps involve examining, organizing, and
making sense of the data collected to derive meaningful insights and
conclusions.

Survey Results

In order to determine the degree of customer satisfaction provided by

Digisoul and to assist in an intensive study, both Qualitative and
Quantitative data has been collected through a survey, sent to the
customers online.

The survey was sent to 10 customers through online medium, in which

they had to rate about a particular aspect of the company on a scale of 1-
5. The survey is in the form of a Questionnaire that included questions
ranging from the Product/service experience to the Support provided
after the transaction.

Here : 1 = Excellent, 2 = Good, 3 = Satisfactory, 4 = Poor,

5 = Very Poor.

27
 CUSTOMER 1: VIKAS MORE
Topic 1 2 3 4 5

Product quality: How

would you rate our
services?

Professionalism : How
would you rate our
professionalism in
dealing with you?
Responsiveness : How do
you rate our
responsiveness in
dealing with you?
Tech Support : How well
do they follow up or rate
on technical
support?
Delivery : How
Would you rate
The delivery
experience of the
service?
Competitiveness : How do
you rate the
competitiveness of our
services?
Quality : How consistent is
the quality of their services
over time?

Overall : How satisfied are

you with the overall
experience of dealing with
this company?

28
 CUSTOMER 2: MICHAEL McDowell
Topic 1 2 3 4 5

Product quality: How

would you rate our
services?

Professionalism : How
would you rate our
professionalism in
dealing with you?
Responsiveness : How
do you rate our
responsiveness in
dealing with you?
Tech Support : How
well do they follow up
or rate on technical
support?
Delivery How would you
rate the delivery
experience of the
service?
Competitiveness : How
do you rate the
competitiveness of our
services?
Quality : How consistent
is the quality of
their services over time?

Overall: How satisfied

are you with the overall
experience of dealing
with this company?

29
 CUSTOMER 3: ETHAN FERNANDES
Topic 1 2 3 4 5

Product quality: How

would you rate our
services?

Professionalism : How
would you rate our
professionalism in
dealing with you?
Responsiveness : How do
you rate our
responsiveness in
dealing with you?
Tech Support : How well
do they follow up or rate
on technical
support?
Delivery : How would you
rate the delivery experience
of the
service?
Competitiveness : How do
you rate the
competitiveness of our
services?
Quality : How
consistent is the quality of
their
services over time?
Overall : How satisfied are
you with the overall
experience of dealing with
this company?

30
 CUSTOMER 4: SAKSHI SAUMYA
Topic 1 2 3 4 5

Product quality: How

would you rate our
services?

Professionalism : How
would you rate our
professionalism in
dealing with you?
Responsiveness : How do
you rate our
responsiveness in
dealing with you?
Tech Support : How well
do they follow up or rate
on technical
support?
Delivery: How would you
rate the delivery experience
of the
service?
Competitiveness : How do
you rate the
competitiveness of our
services?
Quality : How
consistent is the quality of
their
services over time?
Overall : How satisfied are
you with the overall
experience of dealing with
this company?

CUSTOMER 5: SANA SHAIKH

31
Topic 1 2 3 4 5

Product quality: How

would you rate our
services?

Professionalism : How
would you rate our
professionalism in
dealing with you?
Responsiveness : How do
you rate our
responsiveness in
dealing with you?
Tech Support : How well
do they follow up or rate
on technical
support?
Delivery : How would you
rate the delivery
experience of the service?

Competitiveness : How do
you rate the
competitiveness of our
services?
Quality : How
consistent is the quality of
their
services over time?
Overall : How satisfied are
you with the overall
experience of dealing with
this company?

CUSTOMER 6: AMIT BHALERAO

Topic 1 2 3 4 5

32
 Product quality: How
would you rate our
services?

Professionalism : How
would you rate our
professionalism in
dealing with you?
Responsiveness : How do
you rate our
responsiveness in
dealing with you?
Tech Support : How
well do they follow up or
rate on technical
support?
Delivery : How would you
rate the delivery
experience of the service?

Competitiveness : How do
you rate the
competitiveness of our
services?
Quality : How consistent is
the quality of their services
over time?

Overall : How satisfied

are you with the overall
experience of dealing with
this company?

CUSTOMER 7: APRATIM BASU

Topic 1 2 3 4 5

33
 Product quality: How
would you rate
our services?

Professionalism : How
would you rate our
professionalism in
dealing with you?
Responsiveness : How do
you rate our
responsiveness in
dealing with you?
Tech Support : How well
do they follow up or rate
on technical
support?
Delivery How would you
rate the delivery experience
of the service?

Competitiveness : How do
you rate the
competitiveness of our
services?
Quality : How
consistent is the quality of
their
services over time?
Overall : How satisfied are
you with the overall
experience of dealing with
this company?

CUSTOMER 8: RICHARD BRAGANZA

Topic 1 2 3 4 5

34
 Product quality: How
would you rate our
services?

Professionalism : How
would you rate our
professionalism in
dealing with you?
Responsiveness : How do
you rate our
responsiveness in
dealing with you?
Tech Support : How well
do they follow up or rate
on technical
support?
Delivery : How would you
rate the delivery experience
of the service?

Competitiveness : How do
you rate the
competitiveness of our
services?
Quality : How
consistent is the quality of
their services over time?

Overall : How satisfied are

you with the overall
experience of dealing with
this company?

CUSTOMER 9: ADITYA KUMAR

Topic 1 2 3 4 5

35
 Product quality: How
would you rate our
services?

Professionalism : How
would you rate our
professionalism in
dealing with you?
Responsiveness : How do
you rate our
responsiveness in
dealing with you?
Tech Support : How well
do they follow up or rate
on technical support?

Delivery How would you

rate the delivery experience
of the service?

Competitiveness : How do
you rate the
competitiveness of our
services?
Quality : How
consistent is the quality of
their
services over time?
Overall : How satisfied are
you with the overall
experience of dealing with
this company?

CUSTOMER 10: JAISON REGO

Topic 1 2 3 4 5

36
 Product quality: How would you
rate our
services?

Professionalism : How would

you rate our professionalism in
dealing with you?

Responsiveness :
How do you rate our
responsiveness in dealing with
you?
Tech Support : How well do
they follow up or rate on
technical support?

Delivery : How
would you rate
the delivery
experience of the service?
Competitiveness : How do you
rate the competitiveness of
our services

Quality : How
consistent is the
quality of their
services over time?
Overall : How
satisfied are you with the
overall
experience of dealing with this
company?

Data Analysis, Interpretation & Findings

37
The above diagram indicates the Ratings from 1 to 5 based on various
colours associated with the numbers. This representation assists to
analyse the survey results with the help of a suitable Bar Chart
followed by a Pie Chart.
1– Excellent, 2 – Good, 3 -Satisfactory, 4 - Poor, 5 – Very Poor

Survey Question 1:

How would you rate our services?

Service Quality

Excellent

Good

Satisfactory

Poor

Very Poor

0.5 1.5 2.5 3.5 4.5 5.5 6.5 7.5 8.5 9.5
Very Poor Poor Satisfactory Good Excellent
No. of customers 1 1 2 3 4

38
Interpretation:
The above Pie chart indicates that out of 10 customers
40% of the customers have rated the services to be excellent
30% rated the services to be good and decent
20% have rated the services to be satisfactory and the remaining
10% have rated the services to be poor and very poor.

39
Survey Question 2:

How would you rate our professionalism in dealing with you?

Professionalism

Excellent

Good

Satisfactory

Poor

0.5 1.5 2.5 3.5 4.5 5.5 6.5 7.5 8.5 9.5
Poor Satisfactory Good Excellent
NO. of Customers 1 1 4 4

40
 10%
10%
40%

40%

Excellent Good Satisfactory Poor

Interpretation:
Professionalism is the main key concept for a company to excel in the market in
order to connect with the customers in the most appropriate and effective ways
possible.
Digisoul thrives in providing the best customer service and the customers in the
given survey have rated Digisoul’s employees between excellent and good.
40% have rated for Excellent
40% have rated for good.
10% have voted for Satisfactory
10% have voted for Poor.
The overall result lies between excellent and good, thus Digisoul is working on
improving their customer service in order to provide better services and better
understanding of the customers.

41
Survey Question 3:

How would you rate our responsiveness in dealing with you?

Responsiveness

Excellent

Good

0.5 1.5 2.5 3.5 4.5 5.5 6.5 7.5 8.5 9.5
Good Excellent
No. of customers 3 7

42
 30%

70%

Excellent Good

Interpretation:
70% have rated for Excellent responsiveness from the company.
30% have voted for good.
The overall customers are satisfied with Digisoul’s responsiveness and thus
none have voted for poor and very poor.

43
Survey Question 4:

How would you rate our Technical Support?

Tech Support

Excellent

Good

Satisfactory

0.5 1.5 2.5 3.5 4.5 5.5 6.5 7.5 8.5 9.5
Satisfactory Good Excellent
No of customers 1 5 4

44
 10%

40%

50%

Excellent Good Satisfactory

Interpretation:
40% of the customers rated Digisoul’s technical support as excellent.
50% of the customers voted Digisoul’s technical support as good.
The remaining 10% voted Digisoul’s technical support as satisfactory.

45
Survey Question 5:

How would you rate the delivery experience of the services?

Delivery

Excellent

Good

Satisfactory

0.5 1.5 2.5 3.5 4.5 5.5 6.5 7.5 8.5 9.5
Satisfactory Good Excellent
No. of customers 3 4 3

46
 30% 30%

40%

Excellent Good Satisfactory

Interpretation:
30% of the customers rated the delivery as Excellent.
40% of the customers rated the delivery as Good.
30% of the customers have rated the delivery as Satisfactory.
Digisoul provides a faster response rate when it comes to delivery.
A proper schedule is prepared for the delivery of the services in order to
maintain their customers.

47
Survey Question 6:

How do you rate the competitiveness of our Services?

Competitiveness

No. of customers

Excellent

Good

0.5 1.5 2.5 3.5 4.5 5.5 6.5 7.5 8.5 9.5
Good Excellent
No. of customers 6 4

48
 40%

60%

Excellent Good

Interpretation:
40% have rated Digisouls’s competitiveness as Excellent
60% have rated Digisoul’s competitiveness as Good
Overall customers are satisfied with the services provided by Digisoul, which is
a great factor for the company to expand its reach and provide better services
than other Digital Marketing Companies.

49
Survey Question 7:

How consistent is the quality of the services provided by the

company?

Quality

Excellent

Good

Satisfactory

0.5 1.5 2.5 3.5 4.5 5.5 6.5 7.5 8.5 9.5
Satisfactory Good Excellent
No. of customers 2 5 3

50
 20%
30%

50%

Excellent Good Satisfactory

Interpretation:
30% of the customers have rated for the quality of the services to be Excellent
50% of the customers have rated the quality of the services to be Good.
20% of the customers have rated the quality of the services to be Satisfactory
Customers are satisfied with the quality of the services being provided by the
company.
Digisoul must focus on the customers that are not really satisfied by the services
and must improve in order to be consistent with the services provided to the
customers.

51
Survey Question 8:

How satisfied are you with the overall experience of dealing with this
company?

Overall Experience

Excellent

Good

Satisfactory

Poor

Very Poor

0.5 1.5 2.5 3.5 4.5 5.5 6.5 7.5 8.5 9.5
Very Poor Poor Satisfactory Good Excellent
No. of Customers 1 1 2 3 3

52
 10%
10% 30%

20%

30%

Excellent Good Satisfactory Poor Very Poor

Interpretation:
30% of the customers are overall satisfied and have rated as Excellent.
30% of the customers have rated their overall experience as Good
20% of the customers have rated their overall experience as Satisfactory
10% of the customers have rated their overall experience as Poor
10% of the customers have rated their overall experience as Very Poor.
Thus, the majority rate of the customers, are for Excellent and Good.

53
 CHAPTER IV
CONCLUSIONS AND RECOMMENDATIONS

CONCLUSIONS:
As per the customer ratings for the various aspects of the Digisoul,
certain key findings that can be drawn are that the company provides
Good to Excellent quality of Products/Services that Satisfies the
majority of the customers. Survey results also indicates that there is a
great scope for improvements in the Products & Services as well as
the management of the company to increase the efficiency of
offering to the customers a good support after sale experience.
Interpretation of the data represents how one factor of the company
affects another. For instance, if the product’s or the service’s quality
is excellent along with high professionalism from the company’s end
in terms of technical support and faster response time, the customers
are more likely to suggest and recommend the said company’s
offerings to others.

In summary Digisoul case study illustrates a remarkable journey

marked by strategic foresight and a commitment to customer
satisfaction. The brand's adept utilization of data-driven insights and
agile marketing strategies played a pivotal role in achieving
impressive market penetration. Moreover, the emphasis on building
a robust online presence and fostering authentic connections with
the target audience underscored a keen understanding of evolving
consumer behaviour.

Furthermore, its ability to adapt to changing market dynamics and

leverage emerging technologies showcased a forward-thinking
approach. By consistently delivering high-quality products and
experiences, the brand not only captured market share but also
cultivated brand loyalty. This case study serves as a testament to the
brand's resilience and its capacity to thrive in a competitive
landscape through a harmonious blend of innovation, customer
engagement, and strategic decision-making.

54
 RECOMMENDATIONS:
Based on the analysis conducted in this case study of customer
satisfaction survey for Digisoul company, several recommendations can
be made to enhance customer satisfaction and overall business
performance:

1. Enhance Digital Presence:

- Invest in an updated and user-friendly website to improve the online
customer experience.
- Leverage social media platforms for targeted and engaging content,
fostering a stronger online community.

2. Personalized Marketing Campaigns:

- Implement data analytics to better understand customer preferences
and tailor marketing strategies accordingly.
- Develop personalized campaigns that resonate with diverse segments of the
target audience.

3. Expand Product Line Responsively:

- Stay attuned to market trends and consumer demands to identify
opportunities for expanding the product line.
- Introduce new offerings with a focus on innovation, sustainability, or
meeting emerging needs.

4. Customer Relationship Management (CRM):

- Strengthen CRM systems to foster long-term customer relationships. -
Implement loyalty programs and targeted communication to reward and
retain existing customers.

5. Social Responsibility Initiatives:

- Engage in socially responsible practices to build a positive brand image. -
Align with relevant causes and communicate the brand's commitment to
corporate social responsibility.

6. Optimize Supply Chain Efficiency:

- Streamline supply chain processes to reduce costs and enhance
product availability. - Explore sustainable sourcing options to
align with growing consumer eco consciousness.

55
7. Invest in Employee Training:
- Prioritize employee training programs to ensure a knowledgeable and
customer centric workforce.
- Empower employees to embody the brand's values and provide excellent
customer service.

8. Monitor and Respond to Customer Feedback:

- Implement a robust feedback system to gather insights from customers. -
Respond promptly to customer feedback, addressing concerns and
showcasing a commitment to continuous improvement.

9. Collaborate and Partner:

- Explore strategic partnerships with complementary brands or
influencers to broaden the brand's reach.
- Collaborate on joint marketing initiatives to tap into new markets or
demographics.

10. Evaluate and Adjust Marketing ROI:

- Regularly assess the return on investment for various marketing
channels. - Allocate resources based on the most effective channels and
adjust strategies accordingly.

56
 BIBLIOGRAPHY

The task of data collection begins after a research problem has been
defined and research design/plan chalked out. The collection of data
is done to support tour findings and interest the result whether the
result you have found in according to your hypothesis or not. The
data can be collected by various methods. These are broadly
classified into two ways, as follows:-
 PRIMARY DATA
 SECONDARY DATA

PRIMARY DATA - The primary data are those which are collected
a fresh and for the first time and thus happen to be original in
character. We collect primary data during the course of doing
experiments in an experimental research. It is the first-hand data
and nobody else has collected this before. There are various ways
of collecting primary data, these are as follows:-
 Surveys: Surveys involve administering questionnaires or structured
interviews to individuals or groups to gather data on their opinions,
attitudes, behaviours, or characteristics. Surveys can be conducted face-
to-face, over the phone, through mail, or online.

 Interviews: Interviews involve direct interaction between the researcher

and the participant(s) to gather in-depth information on a topic.
Interviews can be structured, semi-structured, or unstructured, depending
on the level of flexibility in questioning and the desired depth of
information.

 Observations: Observational studies involve systematically watching

and recording behaviours, events, or phenomena in their natural settings.
Researchers can use structured observation protocols or engage in
participant observation where they immerse themselves in the context
being studied.

 Experiments: Experiments involve manipulating one or more variables

under controlled conditions to observe the effects on other variables.
Experimental research allows for establishing cause-and-effect

57
 relationships but requires careful design to control for extraneous
variables.
 Focus Groups: Focus groups bring together a small group of participants
to discuss a specific topic guided by a moderator. Focus groups facilitate
interactive discussions and allow researchers to explore diverse
perspectives and insights from participants.

 Diaries or Logs: Participants maintain diaries or logs to record their

experiences, activities, thoughts, or behaviours over a specified period.
Diaries provide rich, detailed data and insights into participants' daily
lives or experiences.

 Content Analysis: Content analysis involves systematically analysing

texts, documents, or media content to identify patterns, themes, or trends.
Researchers can collect primary data by analysing documents such as
newspapers, social media posts, or archival records.

 Case Studies: Case studies involve in-depth investigation of a single

individual, group, organization, or phenomenon within its real-life
context. Researchers collect primary data through various methods such
as interviews, observations, and document analysis to develop detailed
case descriptions.

58
SECONDARY DATA - Secondary data is the data that has already
been collected through primary sources and made readily available for
researchers to use for their own research. It is a type of data that has
already been collected in the past. There are various ways of collecting
secondary data, these are as follows:-
 Published Sources: Utilizing published sources such as books, academic
journals, newspapers, magazines, and reports from governmental and
non-governmental organizations. These sources provide a wealth of
information on various topics and are often readily accessible in libraries
or online databases.

 Online Databases: Accessing online databases such as PubMed, JSTOR,

Google Scholar, or ProQuest to search for academic articles, research
reports, and other scholarly publications. These databases offer a vast
collection of secondary data across different disciplines and topics.

 Governmental Sources: Utilizing data collected and published by

government agencies, departments, and ministries. Governmental sources
provide valuable statistics, surveys, reports, and datasets on topics such as
demographics, economics, health, education, crime, and more.

59
 Non-Governmental Organizations (NGOs): Accessing reports, surveys,
and publications from NGOs, international organizations, and research
institutes. NGOs often conduct research and collect data on social,
environmental, and humanitarian issues, making their findings valuable
sources of secondary data.

 Corporate Reports: Utilizing annual reports, financial statements,

market research reports, and other publications released by corporations
and businesses. Corporate reports contain valuable information on
company performance, market trends, consumer behaviour, and industry
analysis.

 Social media and Online Platforms: Utilizing data from social media
platforms, online forums, blogs, and discussion groups. Social media
platforms generate vast amounts of user-generated content that can
provide insights into public opinion, trends, and behaviours.

 Market Research Reports: Accessing market research reports and

databases provided by market research firms and consulting companies.
Market research reports contain data and analysis on consumer
preferences, market trends, competitive analysis, and industry forecasts.

 Literature Reviews: Reviewing existing literature and meta-analyses on

a topic to gather secondary data synthesized from multiple primary
studies. Literature reviews provide a comprehensive overview of existing
research findings and help identify gaps, trends, and areas for further
investigation.

60
This concise bibliography offers a mix of foundational marketing,
strategy, and customer relationship management literature that can
provide valuable insights and guidance to Digisoul as it navigates its
marketing strategy.
www.google.com www.Digi-Soul.com www.chatgpt.com
www.surveyheart.com www.facebook.com www.instagram.com

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APPENDIX

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